Online banking information: What we want and what we get

Kathy Waite, Tina Harrison

Research output: Contribution to journalArticlepeer-review

Abstract / Description of output

This paper reports on young adults’ expectations and perceptions of online retail banking information. A combination of qualitative and quantitative research was used. Focus groups proved valuable in eliciting criteria grounded in the experience of users of bank Web sites. The subsequent questionnaire survey allowed the measurement of gaps between perceptions and expectations. The results indicate that respondents expect bank Web sites to be easy to use and to provide them with basic account/product details. These features are valued more than the technological aspects. Yet, perceptions of actual information provision differ. While basic account and price information is perceived to be provided, certain features are perceived to be less prevalent, rendering bank Web sites ineffective at aiding consumer decision making. The research questions the role of the Internet in information provision and suggests how banks can improve their Web sites to assist consumer decision making.
Original languageEnglish
Pages (from-to)67-79
Number of pages13
JournalQualitative Market Research: An International Journal
Issue number1
Publication statusPublished - 2004


Dive into the research topics of 'Online banking information: What we want and what we get'. Together they form a unique fingerprint.

Cite this