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

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

doi:10.1016/j.jretconser.2007.05.007

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

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

^*Corresponding author for this work

Bond Business School

Research output: Contribution to journal › Article › Research › peer-review

60 Citations (Scopus)

524 Downloads (Pure)

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 language	English
Pages (from-to)	266-276
Number of pages	11
Journal	Journal of Retailing and Consumer Services
Volume	15
Issue number	4
DOIs	https://doi.org/10.1016/j.jretconser.2007.05.007
Publication status	Published - Jul 2008

Access to Document

10.1016/j.jretconser.2007.05.007

Consumer perceptions of Internet banking in Finland: The moderating role of familiarityAccepted author manuscript, 230 KBLicence: CC BY-NC-ND

Cite this

@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 = jul,

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",

}

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 - https://www.scopus.com/pages/publications/43049100428

U2 - 10.1016/j.jretconser.2007.05.007

DO - 10.1016/j.jretconser.2007.05.007

M3 - Article

AN - SCOPUS:43049100428

SN - 0969-6989

VL - 15

SP - 266

EP - 276

JO - Journal of Retailing and Consumer Services

JF - Journal of Retailing and Consumer Services

IS - 4

ER -

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

Abstract

Access to Document

Other files and links

Fingerprint

Cite this