 Communication strategies to overcome functional and psychological resistance to Internet bankingTommi Laukkanen, Suvi Sinkkonen and Pekka Laukkanen International Journal of Information Management, 2009, vol. 29, issue 2, 111-118 Abstract: This paper aims to investigate how customers experiencing different kinds of resistance to Internet banking perceive the information and guidance offered by the service provider. A postal survey was conducted and 251 effective responses from Internet banking non-users were received. Based on the earlier literature a typology of consumer resistance to innovations is proposed and four resistance segments, namely Non-Resistors, Functional Resistors, Psychological Resistors and Dual Resistors are identified. The results show that those customers reporting both functional and psychological resistance to Internet banking are more dissatisfied with the information and guidance offered by the service provider compared to those with only psychological resistance or no resistance to the innovation. Communication strategies to reduce and overcome different kinds of resistance to Internet banking are proposed. Keywords: Consumer behavior; Adoption; Resistance; Banking; Internet (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:29:y:2009:i:2:p:111-118 DOI: 10.1016/j.ijinfomgt.2008.05.008 Access Statistics for this article International Journal of Information Management is currently edited by Yogesh K. Dwivedi More articles in International Journal of Information Management from Elsevier |
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