Consumer perceptions of Internet banking in Finland: The moderating role of familiarity

Katariina Mäenpää, Sudhir H. Kale, Hannu Kuusela, Nina Mesiranta

Research output: Contribution to journalArticleResearchpeer-review

40 Citations (Scopus)

Abstract

Previous research on Internet banking (IB) has mostly been confined to the adoption of online banking services. Now that IB has millions of active users worldwide, it is time to shift the research focus to the perceptions and experiences of IB users. This article examines the moderating role of familiarity, i.e. the amount of accumulated IB experience, in consumer perceptions of IB. A survey of 300 active users of IB in Finland revealed that level of IB familiarity impacted four out of seven service dimensions explored in the research. These findings may provide useful guidelines for developing Internet bank services and for marketing Internet banking.

Original languageEnglish
Pages (from-to)266-276
Number of pages11
JournalJournal of Retailing and Consumer Services
Volume15
Issue number4
DOIs
Publication statusPublished - Jul 2008

Fingerprint

Finland
Consumer perceptions
Internet banking
Familiarity
Banking services
World Wide Web
Online banking
Marketing

Cite this

Mäenpää, Katariina ; Kale, Sudhir H. ; Kuusela, Hannu ; Mesiranta, Nina. / Consumer perceptions of Internet banking in Finland : The moderating role of familiarity. In: Journal of Retailing and Consumer Services. 2008 ; Vol. 15, No. 4. pp. 266-276.
@article{84e9c2f5a21e4ed7a2d4b01521bc312f,
title = "Consumer perceptions of Internet banking in Finland: The moderating role of familiarity",
abstract = "Previous research on Internet banking (IB) has mostly been confined to the adoption of online banking services. Now that IB has millions of active users worldwide, it is time to shift the research focus to the perceptions and experiences of IB users. This article examines the moderating role of familiarity, i.e. the amount of accumulated IB experience, in consumer perceptions of IB. A survey of 300 active users of IB in Finland revealed that level of IB familiarity impacted four out of seven service dimensions explored in the research. These findings may provide useful guidelines for developing Internet bank services and for marketing Internet banking.",
author = "Katariina M{\"a}enp{\"a}{\"a} and Kale, {Sudhir H.} and Hannu Kuusela and Nina Mesiranta",
year = "2008",
month = "7",
doi = "10.1016/j.jretconser.2007.05.007",
language = "English",
volume = "15",
pages = "266--276",
journal = "Journal of Retailing and Consumer Services",
issn = "0969-6989",
publisher = "Elsevier",
number = "4",

}

Consumer perceptions of Internet banking in Finland : The moderating role of familiarity. / Mäenpää, Katariina; Kale, Sudhir H.; Kuusela, Hannu; Mesiranta, Nina.

In: Journal of Retailing and Consumer Services, Vol. 15, No. 4, 07.2008, p. 266-276.

Research output: Contribution to journalArticleResearchpeer-review

TY - JOUR

T1 - Consumer perceptions of Internet banking in Finland

T2 - The moderating role of familiarity

AU - Mäenpää, Katariina

AU - Kale, Sudhir H.

AU - Kuusela, Hannu

AU - Mesiranta, Nina

PY - 2008/7

Y1 - 2008/7

N2 - Previous research on Internet banking (IB) has mostly been confined to the adoption of online banking services. Now that IB has millions of active users worldwide, it is time to shift the research focus to the perceptions and experiences of IB users. This article examines the moderating role of familiarity, i.e. the amount of accumulated IB experience, in consumer perceptions of IB. A survey of 300 active users of IB in Finland revealed that level of IB familiarity impacted four out of seven service dimensions explored in the research. These findings may provide useful guidelines for developing Internet bank services and for marketing Internet banking.

AB - Previous research on Internet banking (IB) has mostly been confined to the adoption of online banking services. Now that IB has millions of active users worldwide, it is time to shift the research focus to the perceptions and experiences of IB users. This article examines the moderating role of familiarity, i.e. the amount of accumulated IB experience, in consumer perceptions of IB. A survey of 300 active users of IB in Finland revealed that level of IB familiarity impacted four out of seven service dimensions explored in the research. These findings may provide useful guidelines for developing Internet bank services and for marketing Internet banking.

UR - http://www.scopus.com/inward/record.url?scp=43049100428&partnerID=8YFLogxK

U2 - 10.1016/j.jretconser.2007.05.007

DO - 10.1016/j.jretconser.2007.05.007

M3 - Article

VL - 15

SP - 266

EP - 276

JO - Journal of Retailing and Consumer Services

JF - Journal of Retailing and Consumer Services

SN - 0969-6989

IS - 4

ER -