Using information-systems constructs to study online- and telephone-banking technologies

Authors:
R. P. Sundarraj;Judy Wu
Affiliations:
Department of Management Sciences, University of Waterloo, Waterloo, ON, Canada N2L 3G1;Household Financial Corporation, 101 Duncan Mill Rd., Suite 500, New York, ON, Canada M3B 1Z3
Venue:
Electronic Commerce Research and Applications
Year:
2005

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Abstract

The research literature has seen a number of studies aimed at understanding customer attitudes towards banking technologies, and thereby providing implications for developmental planning and marketing. However, even though banking technologies have a significant amount of information systems (IS) component to them, there is a paucity of research that considers them from the IS perspective. In this paper, we fill this gap by considering three constructs, namely usefulness, ease of use and usage, that are all rooted in the IS literature. We study user's perceptions of these constructs, as well as the relationships among them, for both online and telephone banking.