Factors that Affect Customers Readiness for Internet-based BI Services Academic Article uri icon

abstract

  • The banking industry is a strong leader in the use of Internet technologies for revolutionizing customer services. This study explores demographic and financial factors that may affect the use of Internet-Banking IB services provided by a large bank. The study analyzed certain IB activities for a large sample of the bank's customers. The analysis highlights some usage characteristics and patterns that have evolved around the more traditional IB services, such as account-status inquiries and fund transfers. However, with a newly-developed Business-Intelligence BI application, such patterns have not evolved yet. This can be explained by the different nature of this novel BI application, and by the time required for end-users to assimilate and adopt such an innovative application. The findings can help understanding customers' IB needs, detecting customer-segments that use the IB services differently, and help developing and personalizing advanced IB services, such as the online BI tool.

publication date

  • January 1, 2015