Many firms have introduced internet-based customer self-service applications, such as online payments or brokerage services. Despite high initial signup rates, not all customers actually shift their dealings online. We investigate whether the multi-stage nature of the adoption process (an...

Quality Function Deployment (QFD) is a product and service design technique primarily oriented to deliver the ‘voice of the customer' throughout every single planning and design activity. QFD was successfully applied in almost every manufacturing industry, methodologically adapted and employed...

Mobile banking has followed the appearance of high tech mobile devices. However, rates of payments made through mobile banking apps are still much lower than through other channels. This paper observes the main incentives to use mobile banking in Russia by users of smartphones and tablets. The...

This article analyzes how information technology (IT) is transforming individual banks and the entire banking industry. Even though the basic economics of banking have not changed, IT developments may lure banks into transaction banking (due to IT-driven cost efficiencies). However, banks should...

This paper provides empirical evidence on the impact of e-banking on competition in the banking sector, more specifically on banking fees. Using aggregate data on fee revenues, non-interest expenses, number of external ATMs, number of multiple and commercial banks, and the degree of...

Banks in the field of commercial developments have attention to create structural changes in the receiving and payment systems and also have facilities in services process to customers. In fact we can claim one of the reasons of general tendency to electronic business is the banks managers’...

We exploit the staggered expansion of the internet broadband network to firms and bank branches locations in Peru during the last decade to study non-financial firm performance and bank credit dynamics. Access to broadband unleashes firm growth, increases the chances of entry of firms and...

One of the financially vulnerable groups is older people, who receive little attention in the financial inclusion literature. The elderly is financially excluded in Thailand, an emerging economy with high financial inclusion and rapid aging of the population. Using the Findex survey data 2017,...

The number of users of digital banking services has grown in recent decade, since digital banking services are being done easier, faster and at lower cost than banking services performed in a traditional face-to-face manner. Banks should work on enhancing their digital services according to...

Over the last few years European banks have spent billions of euros on new electronic channels. However, after some years of excitement it was clear that the banks’ long-awaited sky-rocketing profits from this area would not be netted. Estonian banks have also invested in expanding and...