TY - JOUR
T1 - Organisational critical success factors in adoption of e-banking at the Woolwich bank
AU - Shah, Mahmood Hussain
AU - Siddiqui, Feroz A.
PY - 2006/12/1
Y1 - 2006/12/1
N2 - The provision of banking services on the Internet (e-banking) is growing but there is a lack of research related to the organisational issues involved in its adoption. This paper brings theory and practice together by synthesising the existing literature with real-life experience of a UK bank. Two questions motivated this research. First, what is the experience of organisations in adopting e-banking? Second, what are the organisational factors which are critical to the success in e-banking adoption? A case study research approach was used to investigate organisational critical success factors in e-banking adoption at The Woolwich bank. The factors found to be most critical for success in e-banking included: understanding customers, organisational flexibility, availability of resources, systems security, established brand name, having multiple integrated channels, e-channel specific marketing, systems integration, systematic change management, support from top management, and good customer services. We concluded that banks need to implement considerable organisational changes in order to web-enable themselves. The main focus of their e-commerce strategy should be to integrate the e-banking channel with other service delivery channels to maximise benefits.
AB - The provision of banking services on the Internet (e-banking) is growing but there is a lack of research related to the organisational issues involved in its adoption. This paper brings theory and practice together by synthesising the existing literature with real-life experience of a UK bank. Two questions motivated this research. First, what is the experience of organisations in adopting e-banking? Second, what are the organisational factors which are critical to the success in e-banking adoption? A case study research approach was used to investigate organisational critical success factors in e-banking adoption at The Woolwich bank. The factors found to be most critical for success in e-banking included: understanding customers, organisational flexibility, availability of resources, systems security, established brand name, having multiple integrated channels, e-channel specific marketing, systems integration, systematic change management, support from top management, and good customer services. We concluded that banks need to implement considerable organisational changes in order to web-enable themselves. The main focus of their e-commerce strategy should be to integrate the e-banking channel with other service delivery channels to maximise benefits.
KW - Critical success factors and case study
KW - e-Banking
KW - e-Commerce
KW - Organisational change
UR - http://www.scopus.com/inward/record.url?scp=33751231691&partnerID=8YFLogxK
U2 - 10.1016/j.ijinfomgt.2006.08.003
DO - 10.1016/j.ijinfomgt.2006.08.003
M3 - Article
AN - SCOPUS:33751231691
VL - 26
SP - 442
EP - 456
JO - International Journal of Information Management
JF - International Journal of Information Management
SN - 0268-4012
IS - 6
ER -