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Outlines the adaptation process in the distribution channel structure of the retail banking sector as a consequence of the introduction of electronic channels, such as telephone banking, PC banking and Internet banking. Based on responses from 42 retail banks in Denmark, their distribution channel strategies are described and their relation to selected marketing mix elements is examined. Most Danish retail banks attach decisive importance to offering a customer‐friendly PC bank service, whereas fewer of them attach the same importance to telephone, Internet and branch banking. A multiple channel strategy combining several channels is the most popular.

Emphasis of previous research on e-banking has been on factors that influence its adoption or constraints to the adoption or the extent to which customer awareness influences its adoption. This study investigated “Exposure to/usage of e-banking channels: Implications for customer awareness and attitude in Nigeria”. The purpose of this paper is to determine the extent to which consumers’ exposure to and usage of e-banking channels influence their awareness and attitude towards e-banking in Nigeria.

The study used the quantitative research design; specifically, the conclusive research design was used and data collection was done through the survey method. The population of the study consisted of the customers of EcoBank, First bank and Zenith bank in Edo, Kogi and Kwara states of Nigeria. A structured questionnaire was used to elicit the desired data from 480 respondents selected from 30 branches of 3 banks in two states. One sample t test was used to test for significance of the usage of e-banking channels to customers’ awareness and attitude towards e-banking. Subsequently, regression analysis was performed to determine the predictive power of the e-banking channels.

Customers’ exposure to and usage of ATM, internet banking and mobile banking has significant influence on consumers’ attitude towards e-banking in Nigeria. In view of the findings, a modified model of customer usage and attitude towards e-banking in Nigeria is proposed.

The customer’s inability to exercise absolute right on the banking option to use at all times and the non-inclusion of other channels of e-banking whose usage can influence consumers’ awareness and attitude towards e-banking.

The need for financial institutions, especially banks, to expose their customers to e-banking channels to demystify their fears as well as increase their awareness and thus influence their attitude to e-banking.

Exposure of bank customers to e-banking will reduce cash transactions and thus help to significantly reduce social vices associated with physical cash, especially armed robbery.

The work is a departure from previous studies because it is the only one that has emphazised exposure to e-banking as a solution to awareness creation and positive attitude of customers. Its value lies in its potential to make e-banking user friendly in no distance time.

In this paper the competitive landscape of financial institutions is shifting and internet banking is no longer a competitive advantage but a competitive necessity for banks. However, a limited number of empirical studies have been published in the marketing literature about electronic banking. This paper seeks to examine consumers' choices between electronic banking and non‐electronic banking in New Zealand.

The paper shows that the data for this analysis were obtained through a mail survey sent to 1,960 households in New Zealand. The decision to use electronic banking is hypothesised to be a function of service quality dimensions, perceived risk factors, user input factors, price factors, service product characteristics, individual factors and demographic variables such as age, gender, marital status, income, etc. Logistic regression is used to analyse the data. The discrete dependent variable measures whether an individual is an electronic banking or non‐electronic banking user.

The findings in the paper show that the output from the logistic regression indicates that the service quality, perceived risk factors, user input factors, employment, and education are the dominant variables that influence consumers' choice of electronic banking and non‐electronic banking channels.

This paper provides an improved understanding of consumers' choice between electronic and non‐electronic banking. This paper also identifies new relationships, and provides findings that further support, confirm, or contradict previous studies. In addition, it provides insights into the links between electronic banking and consumer decision making, to help provide strategies, recommendations and guidelines for the banking industry.

The paper shows how banks are developing, and utilizing new alternative distribution channels to reach their customers.

The purpose of this paper is to examine the important criteria responsible for the adoption of different electronic banking channel (EBC) alternatives in Indian perspective. It also evaluates the intensity of the various criteria, namely demographics, technological factors, service components and intention to use in determining the overall priorities of EBC.

Data were collected from 110 respondents using pairwise comparison-based survey instrument. The collective data was analyzed using analytical hierarchy process and priorities of different EBC were computed.

ATM was found out to be the most preferred EBC alternative, followed by internet banking (IB) and mobile banking. Awareness, self-efficacy, ease of use, usefulness and security were the criteria responsible for making ATM, the most preferred channel.

This paper imparts a better understanding of customers’ preferences among different EBC alternatives. It also explores the relationship between different criteria and sub-criteria based on the data collected from both the parties involved in electronic banking, i.e. customers and bankers. This research would be helpful to guide the strategy maker of electronic banking, so that penetration rate may improve in India. This would also give an idea which factor should be given more emphases, while offering new electronic banking services. Considering same method, further detailed research on specific EBC is required. Similarly, studies of different demographic area may consider for robustness of concept.

In the past research work, many researchers talked about the specific EBC and now it is needed to find the gap between all channels selection attitude, considering same parameters. Through pairwise comparison, priorities of different criteria and sub-criteria have been evaluated. This also leads to the selection of most preferred EBC. The results would also be useful in enhancing the customer base, thus reducing the barriers in the adoption of IB and mobile banking.

The purpose of this paper is to assess the antecedent of satisfaction and loyalty in the context of a multi-channel banking environment. Multi-channel banking involves both branch and electronic banking channels through which the customers interact with the bank.

The study involved a customer survey of 229 respondents, which used a convenience sampling approach through intercepts and interviews held at bank branches. A structured questionnaire was used, and data were analyzed using structural equation modeling.

While examining factors such as perceived ease of use, branch service quality evaluation, satisfaction, and loyalty, it is observed, using structural equation modeling, that perceived ease of use and branch service quality are antecedents to satisfaction and satisfaction positively affects the loyalty.

Although it is realized that digital banking will positively influence loyalty, the role of branch service quality cannot be ignored. The role played by the ease of use is higher than branch service quality evaluations.

The aim of this paper is to contribute to the field of satisfaction research from the perspective of electronic banking users; a topic of great interest to the business strategies of financial institutions. In this context, the authors analyse the main determinants of user experience with a specific institution's products.

A comprehensive review of the scientific literature has justified the development of a behavioural model that explains satisfaction using a set of constructs or endogenous variables. Data was collected from a self‐administered web survey in the authenticated section of the electronic banking service of a prestigious financial institution.

The analysis tests the relationship between the proposed variables (accessibility, trust, ease of use and usefulness) and satisfaction with electronic banking.

The study was limited to the data of a single financial institution. Caution should therefore be exercised in generalising the results. The research results provide a number of valuable conclusions for financial institutions.

This paper is a pioneer study of satisfaction with electronic banking, especially of the relationships between satisfaction and its main determinants.

The purpose of the study is to increase the understanding of the diverse retail channel preferences of online bank customers by examining their channel attribute preferences in electronic bill paying. Two different groups of online customers were examined: those who pay their bills over the internet and those who, in addition, have experience of using a mobile phone for this service.

A large internet survey was implemented and conjoint analysis was used in order to identify the utilities of the attribute levels and relative importance of the different attributes. Moreover, cluster analysis was used to group the individuals into homogenous attribute preference segments.

The empirical findings indicate that internet users and mobile users differ in their channel attribute preferences. The results suggest coherent customer preference segments in both groups. In addition, the study identifies a group of potential mobile banking users among those who have never used a mobile phone for banking actions.

An internet survey design exposes the study to some limitations. All the respondents were online users of one bank, which implies problems with generalising the results to the whole population. Moreover, the questionnaire was open only for a limited time period, exposing the study to a potential bias.

The study provides new insights for decision makers in the electronic retail sector and especially in banking. The results contribute information for banks' marketing actions and provide indications to device producers of the need for a more diversified supply of devices for diverse consumer groups.

The purpose of this paper is to develop a nuanced understanding of premium customers’ intent to adopt an interactive electronic channel (IEC) and the moderating role of social capital on perceived relative advantage (RA) in adoption.

Study findings are based on a field survey that investigates the launching of an IEC by a leading international bank in Hong Kong.

Among social capital dimensions, cognitive capital significantly weakens the relationship between efficacy of information acquisition and IEC adoption, while relational capital enhances the relationship between trust and adoption.

This paper provides a theoretical lens based on social capital theory for evaluating the moderating effects of social capital on the relationship between RA and IEC adoption by premium customers in the banking industry.

Findings provide insights for the practice of banks when trying to deliver financial services via an IEC to the premium customer segment.

This research extends the channel choice theory to the context of banking channel adoption of premium customers; provides a better understanding of the IEC and its adoption in the more complex setting of financial consultation services; and offers insights for a better understanding of fragmented findings on the relationships between adoption intention and its antecedents in response to calls for studies on contingent factors.

Internal and external forces continue to impact on the financial service sector, making it ever more difficult for traditional banks both to retain their existing small to medium‐sized enterprises (SME) client base, and to acquire new business clients. The traditionally poor relationship between banks and their small corporate clients has been well documented throughout the years; however, the increased use of electronic banking channels by SME banking customers threatens to change the very nature of that relationship. This paper examines the current nature of the relationship between SMEs and their banks in Northern Ireland and investigates the level of usage of and satisfaction with electronic banking channels in this region. Empirical findings from a research study that included one focus group with members of the Federation of Small Business (FSB) (Northern Ireland members only), interviews with local managers from three traditional banking providers, and a survey of 250 SMEs (Northern Ireland members of FSB) are presented.

The aim of the paper is to explore and compare customer value perceptions in internet and mobile banking. The purpose especially is to compare customer perceived value and value creation between internet and mobile bill paying service.

A qualitative in‐depth interviewing design was applied in order to ascertain the factors that create value perceptions in fund transfer service via personal computer and mobile phone. Means‐end approach and laddering interviewing technique was used in order to reveal how different value creating factors are hierarchically structured and related to each other.

The results indicate that customer value perceptions in banking actions differ between internet and mobile channels. The findings suggest that efficiency, convenience and safety are salient in determining the differences in customer value perceptions between internet and mobile banking.

The findings of the qualitative study, being more depth than wide in nature, deserve to be quantitatively measured in future studies in order to provide more generalisable results.

The paper provides enhanced information for business managers about both positive and negative customer value perceptions in internet and mobile banking. By understanding how and what kind of value different service channels provide for customers service providers are better enabled to create actions to enhance internet and mobile banking adoption.

The contribution of the paper lies in achieving a more profound understanding on consumer value perceptions to internet and mobile banking. It expands the literature on electronic and mobile commerce and on electronic banking especially.