TY - JOUR
T1 - A survey of critical success factors in e-Banking
T2 - An organisational perspective
AU - Shah, Mahmood Hussain
AU - Braganza, Ashley
AU - Morabito, Vincenzo
PY - 2007/8
Y1 - 2007/8
N2 - We investigate organisational factors critical to the success of e-Banking (EB). Scholars report that a variety of factors are vital to EB success. A shortcoming in the extant EB literature is that much of the research focuses on a small subset of success factors and an overall ranking of factors is still missing. Our aim, therefore, is to synthesise and test the critical success factors (CSFs) identified in the existing literature, thus, substantiating or not the factors purported to be critical. To achieve our aim, we created a survey instrument from a synthesis of CSFs identified from existing EB and e-commerce literature. We draw upon the e-commerce body of knowledge to take in the widest set of CSFs that can affect EB. Data were collected from U.K.-based financial sector organisations that offer EB services. We found the most critical factors for success in EB are: quick responsive products/services, organisational flexibility, services expansion, systems integration and enhanced customer service. Our research shows that organisations need to manage their EB initiative at a strategic level and treat it as business critical rather than simply a technical or operational issue. They need to pay attention to internal integration, which includes channels, technology and business process integration, and improving the overall services to their customers.
AB - We investigate organisational factors critical to the success of e-Banking (EB). Scholars report that a variety of factors are vital to EB success. A shortcoming in the extant EB literature is that much of the research focuses on a small subset of success factors and an overall ranking of factors is still missing. Our aim, therefore, is to synthesise and test the critical success factors (CSFs) identified in the existing literature, thus, substantiating or not the factors purported to be critical. To achieve our aim, we created a survey instrument from a synthesis of CSFs identified from existing EB and e-commerce literature. We draw upon the e-commerce body of knowledge to take in the widest set of CSFs that can affect EB. Data were collected from U.K.-based financial sector organisations that offer EB services. We found the most critical factors for success in EB are: quick responsive products/services, organisational flexibility, services expansion, systems integration and enhanced customer service. Our research shows that organisations need to manage their EB initiative at a strategic level and treat it as business critical rather than simply a technical or operational issue. They need to pay attention to internal integration, which includes channels, technology and business process integration, and improving the overall services to their customers.
KW - Critical success factors
KW - Distribution channels
KW - e-banking
KW - Internet
KW - Organisational issues
KW - Survey research
UR - http://www.scopus.com/inward/record.url?scp=35548986591&partnerID=8YFLogxK
U2 - 10.1057/palgrave.ejis.3000693
DO - 10.1057/palgrave.ejis.3000693
M3 - Article
AN - SCOPUS:35548986591
VL - 16
SP - 511
EP - 524
JO - European Journal of Information Systems
JF - European Journal of Information Systems
SN - 0960-085X
IS - 4
ER -