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segments in an advanced developing country", International Journal of Bank Marketing, Vol. 22 Iss: 3 pp. 212 - 232
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IJBM
22,3 Adoption of Internet banking
among sophisticated consumer
segments in an advanced
212
developing country
Received July 2003
Revised December 2003
Serkan Akinci, Şafak Aksoy and Eda Atilgan
Accepted January 2004 Department of Business Administration, Faculty of Economics and
Administrative Sciences, Akdeniz University, Antalya, Turkey
Introduction
Industrial and service sectors have witnessed a rapid shift particularly in the last
decade under the pressure of some forces affecting the marketing environment. One of
the major forces behind these developments is technology, which is breaching
geographical, industrial, and regulatory barriers, creating new products, services,
market opportunities, and developing more information and systems-oriented business
and management processes (Liao and Cheung, 2002). In the world of banking, the
developments in information technology have had an enormous effect in development
of more flexible payment methods and more user-friendly banking services. Online
banking and other electronic payment systems are new, and the development and
diffusion of these technologies by financial institutions is expected to result in a more
efficient banking system. This technology offers institutions alternative or
non-traditional delivery channels through which banking products and services can
be delivered to consumers more conveniently and economically without diminishing
the existing service levels. Internet banking (IB) is such a delivery channel that
deserves special attention from financial institutions, policy-makers, researchers, and
academicians owing to its enormous potential from the viewpoint of banks, businesses,
and retail consumers.
This research has therefore constructed on the Internet banking phenomenon with
The International Journal of Bank particular reference to the highly educated consumer segment. The paper first makes a
Marketing detailed review of the IB phenomenon in the present banking literature and then
Vol. 22 No. 3, 2004
pp. 212-232
q Emerald Group Publishing Limited
0265-2323
The authors acknowledge the support of Akdeniz University Scientific Projects Unit for this
DOI 10.1108/02652320410530322 research.
concentrates on bank consumers’ demographic profiles, attitudes, and behaviours in Internet banking
terms of their IB usage situation based on empirical evidence collected from an
academic institution in Turkey.
Figure 1.
A schematic
categorization of the
issues related to Internet
banking
IJBM In relation to online banking, Chou and Chou (2000) have listed some five basic services:
22,3 (1) Viewing account balances and transaction histories.
(2) Paying bills.
(3) Transferring funds between accounts.
(4) Requesting credit card advances.
214 (5) Ordering cheques.
A more specific listing of services is given in Figure 2.
Distribution channels
It is foreseen by many that competition will get tougher in the financial industry owing
to the rapid technological change and globalization of financial markets. As increasing
competition between the financial institutions has forced many of the players to offer
similar prices on deposits and loans, the efforts for gaining competitive advantage
were shifted towards non-price factors. In this context, new forms of distribution
channels are invaluable outlets for financial institutions since they provide the
opportunity for cutting costs without diminishing the existing service levels (Figure 2).
As time passes, financial institutions world-wide become more interested in
diversifying their traditional service delivery channels, basically the branch
network, which is known to be associated with high staff and overhead costs.
The advent of new channels has contributed not only to the adoption of multi-channel
strategies by the existing institutions but also the emergence of new forms of financial
businesses such as “virtual banks”. This trend is evident in the related literature that several
studies have comparatively investigated the current usage levels and advantages of
financial distribution channels. Based on a survey among UK consumers for example,
Howcroft et al. (2002) have found that consumers had a preference for a mix of delivery
channels rather than exclusive reliance upon any one single channel. In another exploratory
study in the UK, Black et al. (2002) argued that consumers’ channel choice in financial
services was determined by consumer, product, channel, and organizational characteristics
in which product-channel interactions and consumer-channel interactions were of particular
importance. Thornton and White (2001) have compared seven distribution channels (ATM,
EFTPOS, credit card, cheque, human teller, telephone, and Internet) with a view to a set of
variables affecting their usage. They concluded that customer orientations such as
convenience, service, technology, change, knowledge, computer, and Internet affected the
usage of different channels. The usage of ATM, EFTPOS, and telephone increased as
customers were more oriented towards change, knowledge, computer, and confidence.
Quoting from DiDio (1998), Nath et al. (2001) underlined that the average transaction cost of
$1.07 at a full-service bank was reduced to $0.27 at an ATM, and fell to about a penny if the
transaction was made on the Web. They also added that cost savings, access to additional
services, and convenience were among the main benefits of the IB. Similar conclusions were
reached by Ahmad and Buttle (2002) for telephone banking which provided convenience
and control to consumers and lower costs to banks.
Different factors affecting the channel mix and the distribution strategy have also
received attention from authors. Using a competitive market model for retail banking
services, Byers and Lederer (2001) have concluded that it was changing consumer
behaviour and attitudes rather than banks’ cost structure that determined the changes
Internet banking
215
Figure 2.
Retail banking services
and distribution channels
IJBM in distribution strategy. They predicted that if the electronic distribution preferring
22,3 segment grows at the expense of branch-preferring segment, branch banks will have to
exit the market in favour of virtual banks. They added, however, that virtual banks
will be profitable only when the electronic-preferring segment is approximately twice
the size of the branch preferring segment. Parallel to this, Mols et al. (1999) stressed
that consumer acceptance would be the key factor in the development of distribution
216 channel structure in the future.
The rapid diversification in the distribution channels was highlighted in the
Romanian context by Gurau (2002) who claimed that the traditional channels’ share of 85
per cent in 1998 would drop to a mere 15 per cent by 2005. A similar point was raised in
the UK by Howcroft et al. (2002) that the branch network’s future dominance would be
less obvious as consumers placed proportionately greater emphasis on telephone and, to
some extent, IB. The advantages of electronic channels and especially the Internet over
traditional branch banking were also underlined. Mols et al. (1999) drew attention to their
spatial convenience and less waiting time for consumers. Jayawardhena and Foley
(2000), on the other hand, listed the advantages for banks: cost savings, increased
customer base, mass customization, marketing and communication, innovation, and
development of non-core business. Maude et al. (2000) looked at other means such as
mobile data communication and interactive TV sets and argued that they would greatly
expand the market for the electronic delivery of personal financial services. The authors
drew attention to the growing potential of mobile-banking services delivered through the
wireless application protocol (WAP), the short message service (SMS), and interactive
TVs which, to some, may even catch up with the PC for accessing the Web.
220
IJBM
banking
Table I.
A summary of recent
studies related to Internet
Article Source Sample Data collection
Main focus Author(s) type Hypothesis of data size method Country
Consumers’ Lockett and Litter (1997) Empirical Yes Bank customers/general Mail survey UK
attitudes public members 593
and adoption Barczak et al. (1997) Empirical No Bank customers 331 Mail survey USA
Bloemer et al. (1998) Empirical Yes Bank customers Phone survey The
2500 Netherlands
Liao et al. (1999) Empirical Yes Highly educated consumers 118 Mail survey Hong Kong
Sathye (1999) Empirical Yes General public members 589 Mail survey Australia
Moutinho and Smith Empirical Yes Bank customers Administered survey UK
(2000) 250
Polatoglu and Ekin (2001) Empirical No Bank customers 114 E-mail survey Turkey
Machauer and Morgner Empirical No Private Mail survey/Web-survey
(2001) households/students 285
Black et al. (2001) Empirical No Financial service Multiple focus groups UK
purchasers 72
Liao and Cheung (2002) Empirical Yes Internet users 323 Not specified Singapore
Karjaluoto et al. (2002) Empirical No Bank customers 1167 Mail survey Finland
Rotchanakitumnuai and Empirical No Corporate customers In-depth interview Thailand
Speece (2003) 15
Mattila et al. (2003) Empirical No Bank customers 1167 Mail survey Finland
Wang et al. (2003) Empirical Yes General public members 123 Phone survey Taiwan
Joseph and Stone (2003) Empirical No Bank customers Focus group and USA
250 mall-intercept survey
Mukherjee and Nath Empirical Yes Internet users E-mail survey India
(2003) 510
Patricio et al. (2003) Empirical No IB users Focus groups and Portugal
36 in-depth interviews
Gerrard and Cunningham Empirical Yes General public members Administered survey Singapore
(2003) 240
Internet banking
221
Table I.
IJBM World USA EU-15 CC* Turkey
22,3
Number of PCs (December 2000) 442 161 108 11 3
– per 100 inhabitants 8 59 25 6 4.5
Internet hosts (July 2001) 107 79 12 1 0.1
– per 100 inhabitants 2 29 4 1 0.2
Internet users (December 2000)
222 – per 100 inhabitants
352 154 91 10 2
6 56 24 6 3
Mobile phone subscriptions (December 2000) 720 100 236 38 16.1
Table II. – per 100 inhabitants 12 36 63 22 24.2
Some indicators related to
the PC, Internet, and Note: *CC: Bulgaria, Cyprus, Czech Republic, Estonia, Hungary, Latvia, Lithuania, Malta, Poland,
mobile phone usage (in Romania, Slovakia, Slovenia, and Turkey
million) Source: Eurostat (2001)
applications as call centres, CRM practices, ATM, POS, smart card, data mining, IB,
and Internet banks. Despite these investments, however, a recent report by McKinsey
Global Institute highlighted that there is still a productivity gap in the retail banking
sector (MGI, 2003). The total labour productivity in Turkish private banks was
calculated to be only 55 per cent of average US levels in large private banks. It was
linked, by the Institute, to “weak organization of core functions and tasks in all key
output areas”: payment mix, payment transaction workflows, management of ATM
and POS networks, product bundling, and loan processing.
The current usage trend of non-traditional distribution channels suggests that there
is a strong motive to close the existing productivity gap by Turkish banks. This is best
demonstrated by the fact that nearly 50 per cent of all transactions in the banking
sector is made outside the branch (Vatan, 2003). Furthermore, there was an upward
trend in the regular usage of technology-based channels between 2000 and 2002,
reflecting a clear shift from branch banking (Taylor Nelson Sofres Piar, 2002).
IB was first introduced as a new distribution channel in Turkey by Isbank in 1997.
The total number of Isbank IB users reached 712,401 in 2000, showing a remarkable
increase of 145 per cent from the previous year (Isbank, 2000). The number of transactions
made through the Internet was also increased by 50 per cent in 2001 (Isbank, 2001). In all
transactions, the Internet channel ranked third with 6.0 per cent after the branch (47.4 per
cent) and ATMs (25.3 per cent). In 1997, Garanti Bank also joined the competition on the
Web. Today, serving around one million customers with non-traditional channels,
Garanti makes a turnover of US$3 billion per month through these channels. The number
of IB customers of Garanti Bank went up to 375,000 in October 2001, from 38,000 in 1998
(Garanti Bank, 2001). The share of IB in all transactions except money withdrawal is 42
per cent which is well beyond those of ATMs (35 per cent) and telephone banking (5 per
cent; Vatan, 2003). Garanti Bank also holds the leadership in the number and volume of IB
transactions in Turkey. Another strong competitor, Akbank, introduced its first IB
branch for retail customers in 1999, allowing them to access accounts, buy/sell foreign
exchange, transfer money, perform securities, and trade on the Istanbul stock exchange
(Akbank, 2000). By the end of 2000, the number of retail customers utilizing the facilities
at the Internet branch totaled 106,000, accounting for 7 per cent of Akbank’s active
customers. Akbank also had 43,000 corporate IB clients accounting for an annual
turnover of US$13 billion in 2002 (Akbank, 2002).
Depending on the rapid increase in the Internet access and growing popularity of Internet banking
virtual banking among consumers, other banks have gradually followed the first
movers. Today, Isbank, Garanti Bank, Akbank, Pamukbank, Citibank, HSBC, and
several others provide a rich spectrum of IB services in Turkish financial markets.
According to a market research conducted among 36 banks by Interpro Marketing
Research Services Co., 46.6 per cent of the banks were running IB operations, whereas
26.7 per cent were at the development stage (Bthaber, 2000). The initial reason for several 223
Turkish banks to transfer their services to the Web as an alternative distribution channel
was to reduce the heavy workload of the branches. Thus, in order to canalize bank
customers from traditional “bricks-and-mortar” branches to the virtual world, banks
applied “no cost” strategy for their clients who made their transactions over the Internet.
While some of these banks offered limited services on the Web, some others expanded
their services ranging from EFT, money transfers, repo, stock, and mutual fund
transactions to all non-cash banking services. By the year of 2003, it is estimated that the
number of consumers using online financial services in Turkey will exceed two million.
Research objectives
As the literature review has clearly indicated that consumer behaviour, attitudes, and
acceptance were the key factors in the development of distribution channel structure for
bank services (Mols et al., 1999; Byers and Lederer, 2001), the research objectives were
primarily directed at consumer characteristics, behaviour, and attitudes. Furthermore,
the statistical data suggests that PC literacy and Internet usage are among the main
prerequisites of IB development in a society. Therefore, it is expected that highly
educated people will probably be a major customer segment for banking institutions.
Based on these two points, the research objectives in this study were set as follows:
.
to understand the demographic characteristics of the users and non-users of IB
services in the highly educated market segment;
.
to describe the preferences for various delivery channels by IB users and
non-users;
.
to compare the attitudes of users and non-users towards IB with respect to a
number of factors such as technology, security, convenience, and costs;
.
to identify the major sub-segments among highly educated IB consumers; and
.
to search the similarities between various IB transactions and group these
services in homogenous categories.
Methodology
Data collection and sample description
Having considered the fact that the likelihood of IB usage was strongly linked to
PC-literacy and Internet usage, the target population of interest was defined as the
academic staff of a higher education institution, Akdeniz University, in Antalya, Turkey.
Thus, a survey questionnaire was developed to collect the primary data from the
respondents. To form a sampling frame, a list of 1228 e-mail addresses belonging to
the academicians was obtained from the university’s IT department. Since all of the
respondents had permanent Internet access in their offices, the majority of the survey was
conducted on-line; for this purpose, an e-mail message explaining the objectives of the
research and containing a link to the virtual questionnaire page was delivered to the
IJBM addresses. After two weeks, a follow-up was also made but this time in the printed form at
22,3 the campus in April 2002. At the end of the data collection period, a total of 140 useable
questionnaires were obtained, producing a response rate of 11.04 per cent. This low
response rate was accepted since Internet surveys have the poorest response rates among
e-mail, mall-intercept, and mail surveys (Malhotra, 1999). The distributions of the target
population and the sample by academic titles were shown in Table III, indicating an
224 approximately similar pattern. To test this similarity, t-tests were carried out between the
population and sample proportions but no significant difference was detected. Based on
this evidence and also that all respondents had Internet access as well as personal e-mail
addresses, we concluded that the likelihood of non-response bias was minimal.
Research findings
User/non-user demographics
The majority of the respondents were male (62.9 per cent), aged between 20-30 (37.9 per
cent), and research assistants (41.4 per cent). More than half of the respondents (56.4 per
cent) indicated themselves as IB users, which was very high as compared to the average
proportions of IB using customers of the Turkish banks. The results revealed that the
majority of IB users were male (76.9 per cent), whereas the opposite was true in the
non-users category (Table IV). With respect to age, the largest user group (46.8 per cent)
was the 31-40 category, whereas half of the non-users were in the 20-30 category. This
pattern showed that the mid-age consumers (aged 31-50) constituted the major IB using
segment. It was also noteworthy that the likelihood of using IB over 50 years of age is
considerably small. This was evident in the figures that the proportion of IB users
above 50 years of age was only 3.9 per cent, compared to 6.6 per cent of non-users. In
terms of academic titles, associate professors and lecturers were remarkably higher in
the user group, while it was opposite for professors, research assistants, and specialists.
rather open to the influence of external factors such as advertising and suggestions of
others, and hence, named as “the exposed users”.
229
Figure 3.
Service groups in Internet
banking
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