Communication strategies to overcome functional and psychological resistance to Internet banking

Authors:
Tommi Laukkanen;Suvi Sinkkonen;Pekka Laukkanen
Affiliations:
Department of Business and Management, University of Kuopio, P.O. Box 1627, FI-70211 Kuopio, Finland;Department of Business and Management, University of Kuopio, P.O. Box 1627, FI-70211 Kuopio, Finland;Department of Business and Management, University of Kuopio, P.O. Box 1627, FI-70211 Kuopio, Finland
Venue:
International Journal of Information Management: The Journal for Information Professionals
Year:
2009

Citing 7
Cited 3

Internet-based e-banking and consumer attitudes: an empirical study

Information and Management
Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model

International Journal of Electronic Commerce
Customer-perceived value of e-financial services: a means-end approach

International Journal of Electronic Finance
Mapping the reasons for resistance to Internet banking: A means-end approach

International Journal of Information Management: The Journal for Information Professionals
Factors affecting the adoption of Internet Banking in Hong Kong-implications for the banking sector

International Journal of Information Management: The Journal for Information Professionals
Expectations versus reality: a snapshot of consumer experiences with Internet retailing

International Journal of Information Management: The Journal for Information Professionals
Online banking: a field study of drivers, development challenges, and expectations

International Journal of Information Management: The Journal for Information Professionals

Three decades of research on consumer adoption and utilization of electronic banking channels: A literature analysis

Decision Support Systems
Adoption of online banking features by financial intermediaries

International Journal of Electronic Finance
A systematic review of Internet banking adoption

Telematics and Informatics

Quantified Score

Hi-index	0.00

Visualization

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.