Abstract
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.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Booz, Allen & Hamilton, 1999. Available: http://www.bah.com/
Cronin, M. J. 1998. “Defining Net Impact. The Realignment of Banking and Finance on the Web.” in Banking and Finance on the Internet by Cronin, M. J. (ed). New York: John Wiley & Sons, Inc.
Essinger, J. 1999. The Virtual Banking Revolution. The Customer, the Bank, and the Future. London: International Thomson Business Press.
EuropeLoan. Available: http://www.europeloan.com/
Evans, Philip and Thomas S. Wurster. 1999. “Getting Real About Virtual Commerce.” Harvard Business Review, November-December 1999, Vol. 77, Number 6, pp. 84 – 94
Forrester Research, 1999. Available: http://www-fmrester.com/
Heffeman, S. 1998. Modern Banking in Theory and Practice. New York: John Wiley & Sons, Inc.
MeritaNordbanken. Available: http:1/www.meritanordbanken.com/
Nokia 2000. Nokia Demonstrates Electronic Mobile Payment (EMP) Services with Visa and MeritaNordbanken. Available: http://www.nokia.com/
Siegel, D. 1999. Futurize Your Enterprise. Business Strategy in the Age of the E-Customer. New York: John Wiley & Sons, Inc.
Statistics Finland. 1999. Available: http://www.tilastokeskus.fi/
Sterne, J. 1996. Customer Service on the Internet, Building Relationships Increasing Loyalty and Staying Competitive. New York: John Wiley & Sons, Inc.
Wireless Application Protocol. Available; http://www.wapfomm.org/
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2015 Academy of Marketing Science
About this paper
Cite this paper
Mattila, M., Hanin, A. (2015). The Real Value of Electronic Banking. In: Spotts, H., Meadow, H. (eds) Proceedings of the 2000 Academy of Marketing Science (AMS) Annual Conference. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-11885-7_104
Download citation
DOI: https://doi.org/10.1007/978-3-319-11885-7_104
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-11884-0
Online ISBN: 978-3-319-11885-7
eBook Packages: Business and EconomicsBusiness and Management (R0)