The Electronic Journal of Information Systems Evaluation provides critical perspectives on topics relevant to Information Systems Evaluation, with an emphasis on the organisational and management implications
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Journal Article

Towards a Theory of Multi‑Channel Banking Adoption amongst Consumers  pp137-157

Kunal Patel, Irwin Brown

© Dec 2016 Volume 19 Issue 3, Editor: Shaun Pather, pp135 - 212

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Abstract: Multi‑channel retail banking is a novel banking approach, one which encompasses traditional banking approaches as well as modern Internet‑based banking innovations. The main objective of the study is to investigate the factors that influence the choice and adoption of a particular banking channel, from amongst available options. This study is conducted within an interpretivist paradigm under the guidance of an inductive grounded theory approach. The purpose of this combination is to allow for the exploration of the phenomenon through the use of semi‑structured interviews to gather data from individuals who have bank accounts. The gathered data was analysed employing the techniques available through grounded theory methodology. The theory reveals that prior to using a particular banking channel for a specific transaction, consumers sub‑consciously or consciously perform an evaluation of available and known channels, and then make a choice. Various factors influence this choice, such as comparative advantages of one channel over another, compatibility with personal preferences and the transaction being performed, and the time and place. After usage, consumers assess the satisfaction of the banking experience before deciding whether to continue using a certain channel for a specific transaction, or choosing an alternative.


Keywords: Keywords: Multi-channel, Electronic banking, Internet banking, Mobile banking, Technology Adoption, Grounded Theory


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Journal Article

Internet Banking in Brazil: Evaluation of Functionality, Reliability and Usability  pp41-50

Eduardo Diniz, Roseli Morena Porto, Tomi Adachi

© Jan 2005 Volume 8 Issue 1, Editor: Dan Remenyi, pp1 - 80

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Evaluating the performance of business Web sites has been a constant concern of researchers in different fields. This article presents an approach that contributes to the development of a methodology to assist researchers, developers and managers to establish criteria to evaluate and build digital business environments. Based on a multiple case study in three large banks in Brazil, this article proposes and tests a model of three dimensions to evaluate virtual business environments from the user's point of view: functionality, evaluates the offered services profile; reliability, investigates the security of a transactional site; and usability evaluates the quality of user interaction with the site.


Keywords: internet banking, banking technology, usability, security, Internet


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Journal Issue

Volume 19 Issue 3 / Dec 2016  pp135‑212

Editor: Shaun Pather

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Shaun_Pather‑200 Professor Shaun Pather, based in the Faculty of Informatics & Design at the Cape Peninsula University of Technology, Cape Town, South Africa, has spent more than 20 years teaching and researching in the field of ICT management.

His research has focused on the evaluation of Information Systems (IS) effectiveness, particularly within e‑Commerce, e‑Government and other web enabled contexts. He has developed models for evaluating e‑Commerce success, and also has an interest in the application of e‑Service Quality evaluation. Shaun has also extended his interest in IS evaluation into practical community engagement and Information Society issues, centered around societal upliftment facilitated by ICT’s. He has published in peer reviewed journals and has presented papers at several conferences. He has led several research projects with university and government partners in both the private and public sector. Professor Pather is also a Fulbright Scholar (University of Washington, 2009‑2010).


Keywords: Multi-channel, Electronic banking, Internet banking, Mobile banking, Technology Adoption, Grounded Theory, Design science, Design science research, evaluation, empirical validation, secondary analysis, primary data, business analysis, business architecture, parallelism, alignment, roles, responsibilities and organisational structure, Software Switching, Switching costs, Utilitarian Value, Hedonic Value, e-government, on-line tax filing, acceptance factors, personal innovativeness, computer self-efficacy, online trust, system quality, information system


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