publication . Article . 2016

How customers’ offline experience affects the adoption of online banking

Antonia Estrella-Ramon; Manuel Sánchez-Pérez; Gilbert Swinnen;
Open Access English
  • Published: 03 Oct 2016
  • Publisher: EMERALD GROUP PUBLISHING LTD
  • Country: Belgium
Abstract
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/methodology/approach - This study extends the Diffusion of Innovation Theory, as well as the Technology Acceptance Model adapted to describe and model individual customer observed behaviours in the pre-adoption stage of the adoption process. The Log-logistic parametric survival model is applied using panel data for 1,357 randomly selected new customers from a bank. Findings - Significant differences ...
Subjects
free text keywords: Consumer behaviour; Customer loyalty; Cross-buying; Survival analysis; Online channel, Economics and Econometrics, Sociology and Political Science, Communication, Financial services, business.industry, business, Technology acceptance model, Emerging technologies, Marketing, Computer science, Database transaction, Loyalty, media_common.quotation_subject, media_common, Consumer behaviour, Panel data, Loyalty business model
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publication . Article . 2016

How customers’ offline experience affects the adoption of online banking

Antonia Estrella-Ramon; Manuel Sánchez-Pérez; Gilbert Swinnen;