Business Commons^™

Determinants Of Internet Banking Adoption In Thailand, Bussakorn Jaruwachirathanakul

Theses: Doctorates and Masters

Increasingly competition in the financial services sector is forcing service providers to develop and utilise alternative delivery channels (Daniel, 1999). Within the sector, banking has always been a highly service intensive activity that relies heavily on technology to acquire, process, and deliver services and information to consumers (Tan & Teo, 2000). The emergence of the Internet has provided a way for banks to improve the efficiency of their service delivery and to gain a competitive advantage by reducing the number of brick-and-mortar branches. The study investigated the adoption of lnternet banking services in Thailand and is based on the premise …

The Service Delivery Process : An Examination Of How Consumers Evaluate Technology-Assisted Service Encounters In The Retail Banking Industry, Catherine W. Munene

Theses: Doctorates and Masters

This study examined consumers' perceptions post-adoption of technology and how these perceptions affect their levels of dis/satisfaction and their continued use of technology·assisted service encounters. To this end, this study investigated the criteria that consumers in Western Australia's retail banking industry are likely to use when evaluating banking transactions involving EFTPOS, ATM, telephone, and Online banking modes. II examined whether these criteria changed with the mode of electronic banking in use and whether the significance of the criteria changed with

consumers' demographic characteristics. In addition, this study explored whether consumers who use these modes of electronic banking experience the paradoxes …