Minna Mattila

Factors underlying attitude formation towards online banking in Finland

The study explored the effect of different factors affecting attitude formation towards Internet banking (online banking) in Finland. The purpose of this paper is to determine those factors that influence the formation of attitude towards Internet banking on the one hand, and their relation to the use of online banking services, on the other. To attain these, a large survey (1,167 responses) was carried out during the summer of 2000 in Finland. Attitude formation was studied by the use of a structural equation model. The results are expected to provide both theoretical and practical contributions in the area of electronic retail banking and understanding of consumer behaviour in the turbulent financial services industry.

Internet banking adoption among mature customers: early majority or laggards?

Finland is a world leader in electronic banking, and over 39.8 percent of all retail banking transactions were made over the Internet in August 2000. Using the data of a large survey, we analyzed mature customers’ Internet banking behavior. Internet banking was the third popular mode of payment among mature customers. Household income and education were found to have a significant effect on the adoption of the Internet as a banking channel, so that over 30 percent of wealthy and well‐educated mature males make e‐banking their primary mode of making payments. Perceived difficulty in using computers combined with the lack of personal service in e‐banking were found to be the main barriers of Internet banking adoption among mature customers. Internet banking was also found to be more unsecured among mature customers than bank customers in general.

Technology-based services: a study on the drivers and inhibitors of mobile banking

The paradigm shift from traditional branch banking to electronic banking, the newly emerged service delivery channels and rapidly increasing penetration rates of mobile phones are the motivators of this study. Technology has become an increasingly vital element in the competitive landscape of the financial services industry. Innovations in telecommunications have led to usage of mobile devices in banking. This paper reviews recent technological advances in banking and forces that will drive or inhibit mobile banking services adoption. Drawing on the relevant literature and empirical implications of the study, the paper proposes a model that conceptualises different affecting factors in electronic banking environment, and particularly in mobile banking. A quantitative survey sheds more light on this researched issue. The data was collected in Finland during May–July 2002 and includes 1,253 survey responses.

An exploratory study of mobile banking services resistance

The purpose of this study is to investigate mobile banking services use in the USA, China, Korea and Finland which are using the most advanced wireless infrastructure but encountering numerous inhibitors delaying the widespread use of m-banking services. Through a qualitative approach, a case study using semi-structured interview was employed to identify the crucial factors leading the users who do not use m-banking services to reject, postpone, or oppose them. Twenty non m-banking users from each country were interviewed and the data were analysed using qualitative content analysis with the software NVivo9. This study informs m-banking decision-makers of the significant inhibitors of m-banking services use and the characteristics of those who are classified as non-users. The results indicate that well developed traditional electronic banking services are significant barriers to m-banking services use. Perceived risk and lack of knowledge about m-banking contribute to non-use or rejection of m-banking services.

The Real Value of Electronic Banking

In this paper we will argue that Internet has a transformational impact on the business of retail banking. The primary objective of this study was to identify the ways value can be created. We compared the perceptions of the new value preposition from the perspective of the bank’s customers — users and non-users of Internet-banking. These perceptions were related to the changes in their banking behavior. The results imply that Internet-banking creates new value for the customer and also represents a powerful marketing tool capable of utilizing information about and for the customer. The shift from transaction-oriented to a information-oriented business model is behind the transformation of retail banking.