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Shaping the digital transformation of the retail banking industry. Empirical evidence from Italy

Although numerous studies have investigated the determinants of users’ acceptance of online channels, little attention has been paid to the continuous usage of a direct bank. To address this research gap, we analysed data collected via semi-structured interviews and a survey questionnaire distribute...

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Detalles Bibliográficos
Autores principales: Filotto, Umberto, Caratelli, Massimo, Fornezza, Fabrizio
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Elsevier Ltd. 2021
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7474700/
http://dx.doi.org/10.1016/j.emj.2020.08.004
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author Filotto, Umberto
Caratelli, Massimo
Fornezza, Fabrizio
author_facet Filotto, Umberto
Caratelli, Massimo
Fornezza, Fabrizio
author_sort Filotto, Umberto
collection PubMed
description Although numerous studies have investigated the determinants of users’ acceptance of online channels, little attention has been paid to the continuous usage of a direct bank. To address this research gap, we analysed data collected via semi-structured interviews and a survey questionnaire distributed in 2017 to a sample of Italian bank customers. Responses were evaluated using a different statistical methodology based on the Shapley Value regression analysis. In brief, user-friendliness and economic advantages appear to be more decisive at an early stage of adoption. Moreover, structural assurance mechanisms (e.g. clarifying security policies and guarantees) have a robust impact on keeping customers online and loyal to electronic channels. Surprisingly, accessibility and compatibility do not seem to be determinant factors.
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spelling pubmed-74747002020-09-08 Shaping the digital transformation of the retail banking industry. Empirical evidence from Italy Filotto, Umberto Caratelli, Massimo Fornezza, Fabrizio Eur Manag J Management Focus Although numerous studies have investigated the determinants of users’ acceptance of online channels, little attention has been paid to the continuous usage of a direct bank. To address this research gap, we analysed data collected via semi-structured interviews and a survey questionnaire distributed in 2017 to a sample of Italian bank customers. Responses were evaluated using a different statistical methodology based on the Shapley Value regression analysis. In brief, user-friendliness and economic advantages appear to be more decisive at an early stage of adoption. Moreover, structural assurance mechanisms (e.g. clarifying security policies and guarantees) have a robust impact on keeping customers online and loyal to electronic channels. Surprisingly, accessibility and compatibility do not seem to be determinant factors. Elsevier Ltd. 2021-06 2020-09-06 /pmc/articles/PMC7474700/ http://dx.doi.org/10.1016/j.emj.2020.08.004 Text en © 2020 Elsevier Ltd. All rights reserved. Since January 2020 Elsevier has created a COVID-19 resource centre with free information in English and Mandarin on the novel coronavirus COVID-19. The COVID-19 resource centre is hosted on Elsevier Connect, the company's public news and information website. Elsevier hereby grants permission to make all its COVID-19-related research that is available on the COVID-19 resource centre - including this research content - immediately available in PubMed Central and other publicly funded repositories, such as the WHO COVID database with rights for unrestricted research re-use and analyses in any form or by any means with acknowledgement of the original source. These permissions are granted for free by Elsevier for as long as the COVID-19 resource centre remains active.
spellingShingle Management Focus
Filotto, Umberto
Caratelli, Massimo
Fornezza, Fabrizio
Shaping the digital transformation of the retail banking industry. Empirical evidence from Italy
title Shaping the digital transformation of the retail banking industry. Empirical evidence from Italy
title_full Shaping the digital transformation of the retail banking industry. Empirical evidence from Italy
title_fullStr Shaping the digital transformation of the retail banking industry. Empirical evidence from Italy
title_full_unstemmed Shaping the digital transformation of the retail banking industry. Empirical evidence from Italy
title_short Shaping the digital transformation of the retail banking industry. Empirical evidence from Italy
title_sort shaping the digital transformation of the retail banking industry. empirical evidence from italy
topic Management Focus
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7474700/
http://dx.doi.org/10.1016/j.emj.2020.08.004
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