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/lp/inderscience-publishers/is-e-banking-a-competitive-weapon-a-causal-analysis-dG0SYVe0EG
- Publisher
- Inderscience Publishers
- Copyright
- Copyright © Inderscience Enterprises Ltd. All rights reserved
- ISSN
- 1746-0069
- eISSN
- 1746-0077
- DOI
- 10.1504/IJEF.2008.017539
- Publisher site
- See Article on Publisher Site
Abstract
This study considers the coherence of the financial service sector and adopts different observational variables to identify innovation capital (training and R&D density) and process capital (IT system sufficiency). The results show that human capital has a direct impact on both innovation capital and process capital, which in turn affect customer capital, while finally, customer capital affects business performance. In addition, there is a negative relationship between process capital and customer capital in the financial service sector. It suggests that in the financial service sector, customer satisfaction relies on a sufficient degree of training and R&D density. Intemperate investment on the support of e-banking operation systems may not be a good answer.
Journal
International Journal of Electronic Finance – Inderscience Publishers
Published: Jan 1, 2008