The full text of this article
Process digitisation in retail banking: an empirical examination of process virtualization theory
by Enrico Graupner; Alexander Maedche
International Journal of Electronic Business (IJEB), Vol. 12, No. 4, 2015
Abstract: The increasing digitisation impacts work and life. Process virtualization theory (PVT) offers a new, yet largely empirically unsupported theory to determine which processes are amenable to virtualisation. The paper at hand applies the theory to virtualisation that is established through the internet and commonly referred to as digitisation. As one of the most impacted areas for digitisation, we focus on the area of retail banking. A quantitative study among 368 German retail banking customers examines the PVT-based research model. The results indicate that sensory requirements and control requirements are the two strongest inhibitors for intended digital process use. The empirical examination of the rarely tested PVT contributes to a more thorough understanding how process-specific factors influence the digitisation in retail banking. Practitioners can use our results to increase the rate of digital transactions by addressing the suggested inhibitors of PVT. As a result, increased digitisation can improve the operational efficiency.
Online publication date: Sun, 07-Feb-2016
is only available to individual subscribers or to users at subscribing institutions.
Go to Inderscience Online Journals to access the Full Text of this article.
Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.
Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Electronic Business (IJEB):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable).
See our Orders page to subscribe.
If you still need assistance, please email firstname.lastname@example.org