Mapping the reasons for resistance to Internet banking: A means-end approach

International Journal of Information Management

Volumn 27, Issue 2, 2007, Pages 75-85

  Kuisma, Tuire ^a   Laukkanen, Tommi ^a   Hiltunen, Mika ^b  

^a UNIVERSITY OF EASTERN FINLAND   (Finland)

^b Nordea Bank Finland Plc   (Finland)

Author keywords

ATM; Banking; Consumer behaviour; Innovation resistance; Internet

Indexed keywords

CONFORMAL MAPPING; CUSTOMER SATISFACTION; DECISION MAKING; INFORMATION SERVICES; INTERNET;

CONSUMER BEHAVIOUR; INNOVATION RESISTANCE; INTERNET BANKING;

ELECTRONIC COMMERCE;

EID: 33847359925     PISSN: 02684012     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijinfomgt.2006.08.006     Document Type: Article

References (37)

1. Aladwani A.M. Online banking: A field study of drivers, development challenges, and expectations. International Journal of Information Management 21 (2001) 213-225
2. Arnould E., Price L., and Zinkhan G. Consumers. 2nd ed. (2004), McGraw-Hill, New York
3. Bagozzi R.P., and Lee K. Consumer resistance to, and acceptance of, innovations. Advances in Consumer Research 26 1 (1999) 218-225
4. Bestavros A. Banking industry walks 'tightrope' in personalization of web services. Bank Systems & Technology 37 1 (2000) 54-56
5. Black N.J., Lockett A., Ennew C., Winklhofer H., and McKechnie S. Modelling consumer choice of distribution channels: An illustration from financial services. International Journal of Bank Marketing 20 4 (2002) 161-173
6. Bradley L., and Stewart K. A Delphi study of the drivers and inhibitors of Internet banking. International Journal of Bank Marketing 20 6 (2002) 250-260
7. Chang M.K., Cheung W., and Lai V.S. Literature derived reference models for the adoption of online shopping. Information & Management 42 4 (2004) 543-559
8. Davis F.D. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly 13 3 (1989) 319-340
9. Dunphy S., and Herbig P.A. Acceptance of innovations: The customer is the key!. Journal of High Technology Management Research 6 2 (1995) 193-209
10. Elliot S., and Fowell S. Expectations versus reality: A snapshot of consumer experiences with Internet retailing. International Journal of Information management 20 (2000) 323-336
11. Eriksson K., Kerem K., and Nilsson D. Customer acceptance of Internet banking in Estonia. International Journal of Bank Marketing 23 2 (2005) 200-216
12. Filotto U., Tanzi P.M., and Saita F. Customer needs and front-office technology adoption. International Journal of Bank Marketing 15 1 (1997) 13-21
13. Gerrard P., and Cunningham B.J. The diffusion of Internet banking among Singapore consumers. International Journal of Bank Marketing 21 1 (2003) 16-28
14. Gutman J. A means-end chain model based on consumer categorization processes. Journal of Marketing 46 2 (1982) 60-72
15. Jayawardhena C., and Foley P. Changes in the banking sector-The case of Internet banking in the UK. Internet Research 10 1 (2000) 19-30
16. Karjaluoto, H. (2002). Electronic banking in Finland: Consumer beliefs, attitudes, intentions and behaviors. Ph.D. dissertation. University of Jyväskylä, Finland.
17. Karjaluoto H., Mattila M., and Pento T. Electronic banking in Finland: Consumer beliefs and reactions to a new delivery channel. Journal of Financial Services Marketing 6 4 (2002) 346-361
18. Lee E.J., Kwon K.N., and Schumann D.W. Segmenting the non-adopter category in the diffusion of Internet banking. International Journal of Bank Marketing 23 5 (2005) 414-437
19. Lin J.C.C., and Lu H. Towards an understanding of the behavioural intention to use a web site. International Journal of Information Management 20 (2000) 197-208
20. Mattila M., Karjaluoto H., and Pento T. Internet banking adoption among mature customers: Early majority or laggards?. Journal of Services Marketing 17 5 (2003) 514-528
21. Mols N.P. The Internet and the banks' strategic distribution channel decisions. International Journal of Bank Marketing 17 16 (1999) 295-300
22. Peter J.P., and Olson J.C. Consumer Behavior & Marketing Strategy. 7th ed. (2005), McGraw-Hill, New York
23. Polatoglu V.N., and Ekin S. An empirical investigation of the Turkish consumers' acceptance of Internet banking services. International Journal of Bank Marketing 19 4 (2001) 156-165
24. Ram S. A model of innovation resistance. Advances in Consumer Research 14 1 (1987) 208-212
25. Ram S., and Sheth J.N. Consumer resistance to innovations: The marketing problem and its solutions. Journal of Consumer Marketing 6 2 (1989) 5-14
26. Reynolds T.J., and Gutman J. Laddering theory, method, analysis, and interpretation. Journal of Advertising Research 28 1 (1988) 11-31
27. Rogers E. Diffusion of innovations. 5th ed. (2003), Free Press, New York
28. Rotchanakitumnuai S., and Speece M. Barriers to Internet banking adoption: a qualitative study among corporate customers in Thailand. International Journal of Bank Marketing 21 6/7 (2003) 312-323
29. Sathye M. Adoption of Internet banking by Australian consumers: an empirical investigation. International Journal of Bank Marketing 17 7 (1999) 324-334
30. Schwartz S.H., and Bilsky W. Toward a universal psychological structure of human values. Journal of Personality and Social Psychology 53 3 (1987) 550-562
31. Sheth J.N. Psychology of innovation resistance: The less developed concept (LDC) in diffusion research. Research in Marketing 4 3 (1981) 273-282
32. Singh B., and Malhotra P. Adoption of Internet banking: An empirical investigation of Indian Banking Sector. Journal of Internet Banking and Commerce 9 2 (2004). http://www.arraydev.com/commerce/JIBC 〈http://www.arraydev.com/commerce/JIBC〉. [Accessed on 18.08.2004].
33. Suganthi S., Balachandher K.G., and Balachandran. Internet banking patronage: An empirical investigation of Malaysia. Journal of Internet Banking and Commerce 6 1 (2001). http://www.arraydev.com/commerce/JIBC 〈http://www.arraydev.com/commerce/JIBC〉 [accessed on 18.08.2004].
34. Szmigin I., and Foxall G. Three forms of innovation resistance: the case of retail payment methods. Technovation 18 6/7 (1998) 459-468
35. The Finnish Bankers' Association. (2005). Säästäminen ja luotonkäyttö, May 2005, Available at URL: 〈http://www.pankkiyhdistys.fi/sisalto/upload/pdf/saastaminenI05.pdf〉.
36. Wan W.W.N., Luk C.L., and Chow C.W.C. Customers' adoption of banking channels in Hong Kong. International Journal of Bank Marketing 23 3 (2005) 255-272
37. Woodruff R.B., and Gardial S.F. Know your customer: new approaches to understanding customer value and satisfaction (1996), Blackwell Publishing, Cambridge, MA