Exploring the digitalization impact on consumer decision-making in retail banking

被引：59
|
作者：
Pousttchi, Key [1 ]
Dehnert, Maik [1 ]
机构：
[1] Univ Potsdam, Business Informat & Digitalizat, August Bebel Str 89, D-14482 Potsdam, Germany
来源：
ELECTRONIC MARKETS | 2018年 / 28卷 / 03期
关键词：
Digitalization; Retail banking; Consumer behavior; Decision; Choice; FinTech; SELF-SERVICE TECHNOLOGIES; INFORMATION SEARCH; USAGE INTENTIONS; PRODUCT SEARCH; CHOICE MODE; E-COMMERCE; ONLINE; SATISFACTION; EFFICACY; INTERNET;
D O I：
10.1007/s12525-017-0283-0
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Retail banking has undergone a massive transformation in the last few years. A major aspect is changing consumer behavior. The aim of the paper is to better understand retail banking consumers regarding the impact of digitalization. Consequently, we acquired online consumer review data from Germany, the UK and US. We analyzed the data using coding techniques of grounded theory, supported by interdisciplinary literature to identify and categorize the relevant influence factors. The outcome of the paper is an integrated model of consumer decision-making in today's retail banking along with four detailed partial models of the respective decision stages.
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页码：265 / 286
页数：22
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