Organisational critical success factors in adoption of e-banking at the Woolwich bank

Mahmood Hussain Shah and Feroz A. Siddiqui

International Journal of Information Management, 2006, vol. 26, issue 6, 442-456

Abstract: The provision of banking services on the Internet (e-banking) is growing but there is a lack of research related to the organisational issues involved in its adoption. This paper brings theory and practice together by synthesising the existing literature with real-life experience of a UK bank. Two questions motivated this research. First, what is the experience of organisations in adopting e-banking? Second, what are the organisational factors which are critical to the success in e-banking adoption? A case study research approach was used to investigate organisational critical success factors in e-banking adoption at The Woolwich bank. The factors found to be most critical for success in e-banking included: understanding customers, organisational flexibility, availability of resources, systems security, established brand name, having multiple integrated channels, e-channel specific marketing, systems integration, systematic change management, support from top management, and good customer services. We concluded that banks need to implement considerable organisational changes in order to web-enable themselves. The main focus of their e-commerce strategy should be to integrate the e-banking channel with other service delivery channels to maximise benefits.

Keywords: e-Commerce; e-Banking; Organisational change; Critical success factors and case study (search for similar items in EconPapers)
Date: 2006
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:26:y:2006:i:6:p:442-456

DOI: 10.1016/j.ijinfomgt.2006.08.003

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