Consumer attitude and the usage and adoption of home‐based banking in the United Kingdom

Abstract

This paper seeks to develop our understanding of consumer attitudes towards bank delivery channels. Accordingly, a questionnaire was designed to obtain information about which delivery channels consumers had used when acquiring four types of financial service. This information was then contrasted with data on how these consumers would acquire the same services if they had to purchase them again at some time in the future. The questionnaire also obtained information about the factors which consumers believed to be important in encouraging and discouraging the adoption of home‐based banking. In concluding, the paper discusses and assesses some of the strategic implications of the study’s findings for financial service providers.