Record Details

Remote Channels as an Opportunity in Redesigning Portuguese Banks’ Business Model – an Empirical Study in Lisbon Metropolitan Area

The International Journal of Latest Trends in Finance and Economic Sciences

View Archive Info
 
 
Field Value
 
Title Remote Channels as an Opportunity in Redesigning Portuguese Banks’ Business Model – an Empirical Study in Lisbon Metropolitan Area
 
Creator Jesus, Sílvia Maria Correia de
Filipe, José António; Department of Quantitative Methods
 
Description Facing an unfavorable economic environment since 2007 the Portuguese banking sector has been unable to generate profitability levels capable of ensuring the industry's attractiveness to investors. The solvency adequacy measures required by regulatory authorities forced the paradigm change in the banking business model. The widespread diffusion of technological innovation in Portuguese society enhances the use of remote banking access channels such as internet banking service (IB) and the ATM, while the traditional branch channel usage is decreasing. A study conducted in the Lisbon area, with 191 responses obtained, revealed that the channels with greater usage intensity are the ATM and IB. It further revealed that there are behavior dimensions on the IB use with direct effect on customer retention. Satisfaction with IB service, perceived switching costs and favorable price perception affect customer retention in their IB service. The findings of this research also confirm that satisfaction with IB service and perceived service price have a direct effect on repurchase intention.
 
Publisher International Journal of Latest Trends in Finance and Economic Sciences
 
Contributor —
 
Date 2013-01-23
 
Type —
 
Format application/pdf
 
Identifier http://ojs.excelingtech.co.uk/index.php/IJLTFES/article/view/Jesus
10.2047/ijltfesvol2iss4-275-285
 
Source International Journal of Latest Trends in Finance and Economic Sciences; Vol 2, No 4 (2012): December; 275-285
 
Language en
 
Rights The copyright of the contribution is transferred to IJLTFES in case of acceptance. The copyright transfer covers the exclusive right to reproduce and distribute the contribution, including reprints, translations, photographic reproductions, microform, electronic form, or any other reproductions of similar nature. The Author may publish his/her contribution on his/her personal Web page provided that he/she creates a link to the mentioned volume of IJLTFES. The Author may not publish his/her contribution anywhere else without the prior written permission of the publisher unless it has been changed substantially. The Author warrants that his/her contribution is original, except for such excerpts from copyrighted works as may be included with the permission of the copyright holder and author thereof, that it contains no libellous statements, and does not infringe on any copyright, trademark, patent, statutory right, or propriety right of others. The Author also agrees for and accepts responsibility for releasing this material on behalf of any and all co-authors.