Internet banking: Modelling the e-competence of customers with a text-analytic CIT approach

International Journal of Bank Marketing

Volumn 23, Issue 6, 2005, Pages 470-483

  Mattsson, Jan ^a   Helmersson, Helge ^b  

^a ROSKILDE UNIVERSITY   (Denmark)

^b LUND UNIVERSITY   (Sweden)

Author keywords

Banking; Competences; Worldwide web

Indexed keywords

EID: 25844441713     PISSN: 02652323     EISSN: None     Source Type: Journal    
DOI: 10.1108/02652320510619594     Document Type: Review

References (28)

1. Barnes, S.J. and Vidgen, R.T. (2002), "An integrative approach to the assessment of e-commerce quality", Journal of Electronic Commerce, Vol. 3 No. 3, pp. 114-27.
2. Bitner, M.J., Booms, B.H. and Tetreault, M.S. (1990), "The service encounter: diagnosing favourable and unfavourable incidents", Journal of Marketing, Vol. 54 No. 1, pp. 71-85.
3. Bramming, P. (2001), "Kompetence-i-praksis: En udforskning af hvordan kompetence-I-praksis kan begrepsliggøres og studeres med henblik p at forst, hvordan kompetence-i-praksis vurderes", PhD series no. 8.2001, Copenhagen Business School, Copenhagen.
4. Chen, P.-Y. and Hitt, L. (2002), "Measuring switching costs and determinants of customer retention in internet-enabled businesses: a study of the online brokerage industry", Information Systems Research, Vol. 13 No. 3, pp. 255-74.
5. Chung, T. and Law, R. (2003), "Developing a performance indicator for hotel web sites", International Journal of Hospitality Management, Vol. 22 No. 1, pp. 119-25.
6. Davis, F.D. (1989), "Perceived usefulness, perceived ease of use and user acceptance of information technology", MIS Quartely, Vol. 13 No. 3, pp. 318-39.
7. Docherty, P. and Marking, C. (1987), "Understanding changing competence demands", in Docherty, P. and Nyhan, B. (Eds), Emerging Patterns in European Companies, Springer, London.
8. Ellström, P.-E. (1992), Kompetens, Utbildning och Lärande i Arbetslivet: Problem och Teoretiska Perspektiv, Publica, Stockholm.
9. Flanagan, J. (1954), "The critical incident technique", Psychological Bulletin, Vol. 51 No. 4, pp. 327-58.
10. Helmersson, H. (1992), "Main principles for perspective text analysis via the PC-system PERTEX", Kognitionsvetenskaplig forskning, No. 41. Lund University, Lund.
11. Helmersson, H. and Mattsson, J. (2001a), "Demonstrating PERTEX: a new method to improve interpretation of text", Field Methods, Vol. 13 No. 2, pp. 115-36.
12. Helmersson, H. and Mattsson, J. (2001b), "Hur förklara en textanalytisk nyorientering?", in Landström, H., Helmersson, H. and Mattsson, J. (Eds), Ur en Forskarhandledares Örtagrd: En Vänbok till Bertil Gandemo, Lund Business Press, Lund, pp. 19-36.
13. Huizingh, E. (2002), "Antecedents of web site performance", European Journal of Marketing, Vol. 36 Nos 11/12, pp. 1225-47.
14. Jeong, M., Oh, H. and Gregorie, M. (2003), "Conceptualizing web site quality and its consequences in the lodging industry", International Journal of Hospitality Management, Vol. 22 No. 1, pp. 161-75.
15. Lim, S. (2002), "The self-confrontation interview: towards an enhanced understanding of human factors in web-based interaction for improved web site usability", Journal of Electronic Commerce, Vol. 3 No. 3, pp. 162-73.
16. Mattsson, J. and Helmersson, H. (2005a), "Eating fast-food: attitudes of high-school students", International Journal of Consumer Studies (in press)..
17. Mattsson, J. and Helmersson, H. (2005b), "Exploring fast-track entrepreneurial thinking by a new text-analytic method (Pertex)", in Carson, D. and Hine, D. (Eds), Innovative Methodologies for Enterprise Research, Chapter 10, Edward Elgar Publishing, Aldershot.
18. Nordhaug, O. (1993), Human Capital in Organizations: Competence, Training and Learning, Oslo University Press, Oslo.
19. O'Cass, A. and Fenech, T. (2003), "Web-retail adoption: exploring the nature of internet users' web retailing behaviour", Journal of Retailing and Consumer Services, Vol. 10 No. 2, pp. 81-94.
20. Palmer, J. (2002), "Web site usability, design, and performance metrics", Information Systems Research, Vol. 13 No. 2, pp. 151-67.
21. Roos, I. (2002), "Methods of investigating critical incidents", Journal of Service Research, Vol. 4 No. 3, pp. 193-204.
22. Sambamurthy, V. and Jarvenpaa, S. (2002), "Trust in the digital economy (editorial)", Journal of Strategic Information Systems, Vol. 11 No. 2, pp. 183-5.
23. Schoder, D. and Madeja, N. (2004), "Is customer relationship management a success factor in electronic commerce?", Journal of Electronic Commerce Research, Vol. 5 No. 1, pp. 38-53.
24. Shankar, V., Urban, G.L. and Sultan, F. (2002), "Online trust: a stakeholder perspective, concepts, implications, and future directions", Journal of Strategic Information Systems, Vol. 11 No. 3, pp. 325-44.
25. Subramoney, D.P. (2002), "Why users choose particular web sites over others: introducing a means-end approach to human-computer interaction", Journal of Electronic Commerce, Vol. 3 No. 3, pp. 144-61.
26. Wang, Y.-S., Wang, Y.-M., Lin, H.-H. and Tang, T.I. (2003), "Determinants of user acceptance of internet banking: an empirical study", International Journal of Service Industry Management, Vol. 14 No. 5, pp. 501-19.
27. Ward, J.E. (1963), "Hierarchical grouping to optimize an objective function", Journal of American Statistical Association, Vol. 58 No. 1, pp. 236-44.
28. Yen, H.J.R. and Gwinner, K.P. (2003), "Internet retail loyalty: the mediating role of relational benefits", International Journal of Service Industry Management, Vol. 14 No. 5, pp. 483-500.