How customers' offline experience affects the adoption of online banking

Article English OPEN
Estrella-Ramon, Antonia; Sanchez-Perez, Manuel; Swinnen, Gilbert;
(2016)
  • Publisher: BINGLEY
  • Related identifiers: doi: 10.1108/IntR-03-2015-0092
  • Subject: Consumer behaviour; Customer loyalty; Cross-buying; Survival analysis; Online channel

Purpose - The purpose of this paper is to examine the impact of customers' offline transaction behaviour in the form of loyalty and cross-buying on the adoption of self-service technology innovations by non-business customers in the context of online banking. Design/met... View more
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