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

Umberto Filotto, Massimo Caratelli and Fabrizio Fornezza

European Management Journal, 2021, vol. 39, issue 3, 366-375

Abstract: 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.

Keywords: Electronic banking; Customer adoption; Multi-channel retailing; Digital transformation (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (18)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:eurman:v:39:y:2021:i:3:p:366-375

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DOI: 10.1016/j.emj.2020.08.004

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