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Please use this identifier to cite or link to this item:
http://hdl.handle.net/2451/28475
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| Title: | Adoption and Usage of Online Services in the Presence of Complementary
Offline Services: Retail Banking |
| Authors: | Lambrecht, Anja - UCLA
Seim, Katja - University of Pennsylvania |
| Issue Date: | 2006 |
| Series/Report no.: | NET Institute Working Paper;06-27 |
| Abstract: | The availability and variety of online services has increased
dramatically in recent years. Many questions remain, however, regarding
patterns of online service use, consumer preferences when using online
services, and how consumers substitute between equivalent online and
offline services. Using an extensive data set of consumer adoption and
usage of the online banking service of a major German bank, this paper
analyzes consumers' adoption and usage of online banking over the period
August 2001 to July 2003, including the effect of demographics and
branch banking on usage of online banking. We also examine the
relationship between Internet availability and channel choice as well as
usage. Finally, we analyze the effect of channel usage on customer level
and product-specific revenues earned by the bank and derive revenue
implications of online banking. |
| URI: | http://hdl.handle.net/2451/28475 |
| Appears in Collections: | NET Institute Working Papers Series
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