Three decades of research on consumer adoption and utilization of electronic banking channels: A literature analysis
Abstract: The increased availability of electronically mediated self-service technologies in the banking industry has changed the way banks service their customers. Banking customers today can access, through a variety of different channels, sets of powerful tools which allow them to conduct analyses, make decisions and enact financial transactions via working from their home, office or elsewhere. Following practice, research into the adoption and use of electronic banking channels has grown substantially over the last three decades. Howev- er, banks seek further growth in consumer electronic banking. Prior research may not have identified all the issues involved in adoption and use and may be limited in other ways. Scholars face challenges researching this area due to fragmented findings and methods over three decades of study. The aim of this paper, there- fore, is to empirically determine the ‘state-of-play’ of research in this field. Using a systematic and comprehensive review of 247 peer-reviewed articles from key research outlets, this paper reveals theories and methods used to study adoption of electronic banking channel at the individual level. Among other things, the findings indicate domains and issues which have been well- or under-researched, conceptual frameworks and principles which have been lightly- or substantially-drawn upon, as well as research methods which have been heavily- or under-utilized. In order to advance research in electronic banking, future researchers should consider diversifying their theoretical and methodological approaches using the opportunities uncovered in our findings.