Development and validation of an instrument to measure the service-channel fit of electronic banking services

Höhle, Hartmut ; Huff, Sid ; Venkatesh, Viswanath

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Document Type: Conference or workshop publication
Year of publication: 2012
Book title: Proceedings of the 20th European Conference on Information Systems, ECIS 2012, Barcelona, Spain, June 10-13, 2012
Page range: Paper 132
Conference title: ECIS 2012
Location of the conference venue: Barcelona, Spain
Date of the conference: June 10-13, 2012
Publisher: Pries-Heje, Jan
Place of publication: Atlanta, GA
Publishing house: AISeL
ISBN: 978-84-88971-54-8
Publication language: English
Institution: Business School > Enterprise Systems (Höhle 2017-)
Subject: 004 Computer science, internet
330 Economics
Abstract: 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.

Dieser Datensatz wurde nicht während einer Tätigkeit an der Universität Mannheim veröffentlicht, dies ist eine Externe Publikation.

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