Defining the proposed factors for small business online banking: Interviewing the IT professionals
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Robert Gehling (PhD Auburn) is an assistant professor of Business Administration in the Department of Information Systems and Decision Sciences at Auburn University at Montgomery. He has more than 20 years experience in the management of information technology. His research interests include network and data security, technology outsourcing, and end-user computing.
Douglas Turner (PhD Auburn) is an associate professor of Business Administration in the Department of Management and Business Systems of the Richards College of Business at the University of West Georgia. His research interests include enterprise resource planning, IT personnel skills, and internet usage and decision making.
Brian Rutherford* (PhD Georgia State University) holds a BBA, MBA, and PhD in Business Administration. He is an assistant professor in the College of Consumer and Family Sciences at Purdue University. His research interests and publications are in the areas of inter- and intraorganisational selling and sales management.
Abstract Small business customers that use electronic services are potentially more profitable than those who do not.1 For banking and financial institutions, understanding small business customers’ online behaviours and preferences will be one of the key drivers to successfully reach this segment efficiently and economically. Following a proven construct development methodology, this preliminary study completes the first steps by conducting interviews with information technology professionals. These information technology professionals were directly involved in the support of websites operated by several large banking organisations located in the southeastern United States. The information gathered from the subject group provides a foundation for the discussions as to how those organisations support, or fail to support, the delivery of electronic banking to small businesses, factors are proposed to define the construct of what constitutes successful small business online banking relationships. Journal of Financial Services Marketing (2007) 12, 189–196. doi:10.1057/palgrave.fsm.4760071 Keywords e-Banking, e-Finance, internet marketing, small business, qualitative, online
INTRODUCTION To succeed in today’s competitive online environment, understanding and addressing *Correspondence: Department of Consumer and Family Sciences, College of Consumer and Family Sciences, Purdue University, West Lafayette, IN 47907-2060, USA. Tel: + 1 765 496 1714 E-mail: [email protected]
© 2007 Palgrave Macmillan Ltd 1363-0539 $30.00
Vol. 12, 3 189–196
customers’ needs and wants is critical for banking and financial service providers. Currently, researchers have addressed issues relating to online financial services from a consumer perspective.2–6 While these researchers have focused on the online consumer market, limited research has focused on online financial services with
Journal of Financial Services Marketing
www.palgrave-journals.com/fsm
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Gehling, Turner and Rutherford
regard to organisational customers. One type of organ
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