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Development and validation of an instrument to measure the service-channel fit of electronic banking services
Höhle, Hartmut
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Huff, Sid
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Venkatesh, Viswanath
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URL:
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https://pdfs.semanticscholar.org/bb0c/17af768540a6...
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Additional URL:
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https://aisel.aisnet.org/ecis2012/132
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Document Type:
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Conference or workshop publication
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Year of publication:
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2012
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Book title:
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Proceedings of the 20th European Conference on Information Systems, ECIS 2012, Barcelona, Spain, June 10-13, 2012
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Page range:
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Paper 132
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Conference title:
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ECIS 2012
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Location of the conference venue:
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Barcelona, Spain
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Date of the conference:
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June 10-13, 2012
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Publisher:
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Pries-Heje, Jan
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Place of publication:
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Atlanta, GA
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Publishing house:
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AISeL
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ISBN:
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978-84-88971-54-8
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Publication language:
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English
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Institution:
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Business School > Enterprise Systems (Höhle 2017-)
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Subject:
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004 Computer science, internet
330 Economics
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Abstract:
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Electronically mediated self-service technologies in the banking industry have impacted the way
banks service consumers. Despite a large body of research on electronic banking channels, no study
has been undertaken to empirically explore the fit between electronic banking channels and banking
services. Therefore, we developed and validated a service-channel fit conceptualization and an
associated survey instrument. We initially investigated industry
experts’ perceptions towards the
concept of ‘service-channel fit’ (SCF). The findings demonstrated that the concept was highly valued
by bank managers. Next, we developed a parallel survey instrument to measure the perceived service-
channel fit of electronic banking channels. The instrument was developed using expert rounds and two pretest evaluations. Central to the scale development was the measurement of the SCF construct.
Drawing on IS strategy and alignment literature, we created a parallel
instrument allowing us to calculate the SCF across three unique service-channel fit dimensions, including service complexity,
service importance and service routine. To test the research model, data were collected from 340 consumers in New Zealand using Internet banking applications for two dif
ferent banking tasks. The results have important theoretical and practical implications for how clients should be serviced
through electronically mediated electronic banking channels.
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 | Dieser Datensatz wurde nicht während einer Tätigkeit an der Universität Mannheim veröffentlicht, dies ist eine Externe Publikation. |
 Search Authors in
BASE:
Höhle, Hartmut
;
Huff, Sid
;
Venkatesh, Viswanath
Google Scholar:
Höhle, Hartmut
;
Huff, Sid
;
Venkatesh, Viswanath
ORCID:
Höhle, Hartmut  ORCID: https://orcid.org/0000-0001-8117-0105, Huff, Sid and Venkatesh, Viswanath
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