Exploring the digitalization impact on consumer decision-making in retail banking

Key Pousttchi and Maik Dehnert ()
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Maik Dehnert: University of Potsdam

Electronic Markets, 2018, vol. 28, issue 3, No 3, 265-286

Abstract: Abstract Retail banking has undergone a massive transformation in the last few years. A major aspect is changing consumer behavior. The aim of the paper is to better understand retail banking consumers regarding the impact of digitalization. Consequently, we acquired online consumer review data from Germany, the UK and US. We analyzed the data using coding techniques of grounded theory, supported by interdisciplinary literature to identify and categorize the relevant influence factors. The outcome of the paper is an integrated model of consumer decision-making in today’s retail banking along with four detailed partial models of the respective decision stages.

Keywords: Digitalization; Retail banking; Consumer behavior; Decision; Choice; FinTech (search for similar items in EconPapers)
JEL-codes: M15 (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (28)

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DOI: 10.1007/s12525-017-0283-0

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