Is e-banking a competitive weapon? A causal analysis

Kuang-Hsun Shih

International Journal of Electronic Finance, 2008, vol. 2, issue 2, 180-196

Abstract: This study considers the coherence of the financial service sector and adopts different observational variables to identify innovation capital (training and R&D density) and process capital (IT system sufficiency). The results show that human capital has a direct impact on both innovation capital and process capital, which in turn affect customer capital, while finally, customer capital affects business performance. In addition, there is a negative relationship between process capital and customer capital in the financial service sector. It suggests that in the financial service sector, customer satisfaction relies on a sufficient degree of training and R&D density. Intemperate investment on the support of e-banking operation systems may not be a good answer.

Keywords: financial services; financial institution management; intellectual capital; e-banking; business performance; knowledge management; electronic finance; e-finance; electronic banking; online banking; training; R&D; research and development; customer satisfaction; innovation capital; process capital; customer capital. (search for similar items in EconPapers)
Date: 2008
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijelfi:v:2:y:2008:i:2:p:180-196

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