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Determinants and outcomes of internet banking adoption / Mei Xue in Management science, Vol. 57 N° 2 (Février 2011) 

Public ISBD [article]  in Management science > Vol. 57 N° 2 (Février 2011) . - pp. 291-307 Titre : Determinants and outcomes of internet banking adoption Type de document : texte imprimé Auteurs : Mei Xue, Auteur ; Lorin M. Hitt, Auteur ; Pei-yu Chen, Auteur Année de publication : 2011 Article en page(s) : pp. 291-307 Note générale : Management Langues : Anglais (eng) Mots-clés : Internet  banking  adoption  Customer  efficiency  Network  effects Index. décimale : 658 Organisation des entreprises. Techniques du commerce Résumé : This paper examines the drivers of adoption of Internet banking and the linkages among adoption drivers and outcomes (product acquisition, service activity, profitability, loyalty). We relate Internet banking adoption to customer demand for banking services, the availability of alternative channels, customers' efficiency in service coproduction ("customer efficiency"), and local Internet banking penetration. We find that customers who have greater transaction demand and higher efficiency, and reside in areas with a greater density of online banking adopters, are faster to adopt online banking after controlling for time, regional, and individual characteristics. Consistent with prior work, we find that customers significantly increase their banking activity, acquire more products, and perform more transactions. These changes in behavior are not associated with short-run increases in customer profitability, but customers who adopt online banking have a lower propensity to leave the bank. Building on these observations we also find that the adoption drivers are linked to the postadoption changes in behavior or profitability. Customers who live in areas with a high branch density or high Internet banking penetration increase their product acquisition and transaction activity more than Internet banking adopters in other regions. Efficient customers and those with high service demand show greater postadoption profitability. DEWEY : 658 ISSN : 0025-1909 En ligne : http://mansci.journal.informs.org/cgi/content/abstract/57/2/291 [article] Determinants and outcomes of internet banking adoption [texte imprimé] / Mei Xue, Auteur ; Lorin M. Hitt, Auteur ; Pei-yu Chen, Auteur . - 2011 . - pp. 291-307. Management Langues : Anglais (eng) in Management science > Vol. 57 N° 2 (Février 2011) . - pp. 291-307 Mots-clés : Internet  banking  adoption  Customer  efficiency  Network  effects Index. décimale : 658 Organisation des entreprises. Techniques du commerce Résumé : This paper examines the drivers of adoption of Internet banking and the linkages among adoption drivers and outcomes (product acquisition, service activity, profitability, loyalty). We relate Internet banking adoption to customer demand for banking services, the availability of alternative channels, customers' efficiency in service coproduction ("customer efficiency"), and local Internet banking penetration. We find that customers who have greater transaction demand and higher efficiency, and reside in areas with a greater density of online banking adopters, are faster to adopt online banking after controlling for time, regional, and individual characteristics. Consistent with prior work, we find that customers significantly increase their banking activity, acquire more products, and perform more transactions. These changes in behavior are not associated with short-run increases in customer profitability, but customers who adopt online banking have a lower propensity to leave the bank. Building on these observations we also find that the adoption drivers are linked to the postadoption changes in behavior or profitability. Customers who live in areas with a high branch density or high Internet banking penetration increase their product acquisition and transaction activity more than Internet banking adopters in other regions. Efficient customers and those with high service demand show greater postadoption profitability. DEWEY : 658 ISSN : 0025-1909 En ligne : http://mansci.journal.informs.org/cgi/content/abstract/57/2/291