Communication strategies to overcome functional and psychological resistance to Internet banking
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 ear...
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| Published in: | International journal of information management 2009-04, Vol.29 (2), p.111-118 |
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Communication strategies to overcome functional and psychological resistance to Internet banking |
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Article |
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Laukkanen, Tommi Sinkkonen, Suvi Laukkanen, Pekka |
| subjects |
Adoption Analysis Banking Barriers Consumer behavior Electronic banking Electronic commerce Exact sciences and technology Information and communication sciences Information science. Documentation Innovations Internet Library and information science. General aspects Resistance Sciences and techniques of general use Studies Use and user studies. Information needs User behaviour |
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International journal of information management, 2009-04, Vol.29 (2), p.111-118 |
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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. |
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eng |
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Library & Information Science Abstracts (LISA); ScienceDirect (Online service); Alma/SFX Local Collection |
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ISSN: 0268-4012 |
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0268-4012 1873-4707 |
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118 |
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Communication strategies to reduce and overcome different kinds of resistance to Internet banking are proposed.</description><subject>Adoption</subject><subject>Analysis</subject><subject>Banking</subject><subject>Barriers</subject><subject>Consumer behavior</subject><subject>Electronic banking</subject><subject>Electronic commerce</subject><subject>Exact sciences and technology</subject><subject>Information and communication sciences</subject><subject>Information science. Documentation</subject><subject>Innovations</subject><subject>Internet</subject><subject>Library and information science. General aspects</subject><subject>Resistance</subject><subject>Sciences and techniques of general use</subject><subject>Studies</subject><subject>Use and user studies. 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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.</abstract><cop>Kidlington</cop><pub>Elsevier Ltd</pub><doi>10.1016/j.ijinfomgt.2008.05.008</doi></addata></record> |