Exploring the digitalization impact on consumer decision-making in retail banking
- Retail banking has undergone a massive transformation in the last few years. A major aspect is changing consumer behavior. The aim of the paper is to better understand retail banking consumers regarding the impact of digitalization. Consequently, we acquired online consumer review data from Germany, the UK and US. We analyzed the data using coding techniques of grounded theory, supported by interdisciplinary literature to identify and categorize the relevant influence factors. The outcome of the paper is an integrated model of consumer decision-making in today’s retail banking along with four detailed partial models of the respective decision stages.
| Author details: | Key PousttchiORCiDGND, Maik DehnertORCiD |
|---|---|
| DOI: | https://doi.org/10.1007/s12525-017-0283-0 |
| ISSN: | 1019-6781 |
| ISSN: | 1422-8890 |
| Title of parent work (English): | Electronic Markets |
| Publisher: | Springer |
| Place of publishing: | Heidelberg |
| Publication type: | Article |
| Language: | English |
| Date of first publication: | 2018/01/13 |
| Publication year: | 2018 |
| Release date: | 2021/10/20 |
| Tag: | Choice; Consumer behavior; Decision; Digitalization; FinTech; Retail banking |
| Volume: | 28 |
| Issue: | 3 |
| Number of pages: | 22 |
| First page: | 265 |
| Last Page: | 286 |
| Organizational units: | Wirtschafts- und Sozialwissenschaftliche Fakultät / Wirtschaftswissenschaften / Fachgruppe Betriebswirtschaftslehre |
| DDC classification: | 3 Sozialwissenschaften / 33 Wirtschaft / 330 Wirtschaft |
