Title: Electronic banking for SMEs: a case study of Fortis Bank UK

Authors: Ann Brown, Dan Remenyi, Adeolu Bajomo

Addresses: Cass Business School, City University, 106, Bunhill Row, London EC1Y 8TZ, UK. ' School of Systems and Data Studies, Trinity College, Dublin, Ireland. ' Fortis Bank UK, SA/NV, Camomile Court, 23 Camomile Street, London EC3A 7PP, UK

Abstract: This paper focuses on the UK banking industry|s current approach to meeting the banking needs of SMEs. It investigates the questions raised by the industry|s assumptions that internet banking will replace PC based banking as the preferred electronic channel between banks and their SME clients in the future. The case reports on the 2-year project at Fortis UK to develop and sell an internet business banking service to its SME clients. SME response has been unexpectedly negative. The paper explores the reasons for this and proposes a model of the factors that affect adoption, for SMEs.

Keywords: electronic banking; PC banking; internet banking; innovation; e-banking; cost pressures; web; case study; SMEs; barriers; resistance.

DOI: 10.1504/IJEB.2004.005639

International Journal of Electronic Business, 2004 Vol.2 No.4, pp.366 - 382

Published online: 08 Nov 2004 *

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