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The Impact of Financial Technology on Customer Intention to Use Financial Services through the Lenses of Process Virtualization Theory

2019 | International Conference on Information Systems | Citations: 6
Authors: Verbovetska, Anna

Abstract: The ongoing digitalization in the financial services industry induces firms to i ... Expand

Abstract: The ongoing digitalization in the financial services industry induces firms to implement financial technology in their digital processes to attract customers. However, research on mechanisms, by which financial technology affects customer intention to use financial processes, is very fragmented. Thus, relying on process virtualization theory, we study the effect of financial technology implementation on intention to use via relationship, synchronism, and identification and control readiness of processes. The results of our conjoint experiment with 302 participants indicate that relationship, synchronism, and identification and control readiness jointly transmit the effect of financial technology implementation on customer intention to use financial processes. Our results further suggest that financial technology implementation generally increases customer intention to use financial processes. Our study integrates research on financial technology and process virtualization by explaining customer intention to use processes with financial technology through process readiness, and supports practitioners in addressing the needs of financial services customers. Collapse

Semantic filters: usage intention process virtualization theory

Topics: electronic finance usage intention robo advisor blockchain peer-to-peer model

Methods: experiment survey mediation analysis linear regression analysis statistical hypothesis test

Theories: process virtualization theory
THE IMPACT OF PERCEIVED PROCESS CHARACTERISTICS ON PROCESS VIRTUALIZABILITY

2014 | European Conference On Information Systems | Citations: 0
Authors: Balci, Bilal

Abstract: Due to the growing world-wide globalization and the possibility to use new innov ... Expand

Abstract: Due to the growing world-wide globalization and the possibility to use new innovations of the digital economy, more and more processes and services are being virtualized. Recently, Process Virtualization Theory has been suggested as one way for understanding factors that affect the behavior of process participants when they face a virtual process. In order to verify the theory’s core claims, we design a research model and subsequently develop measurement instruments to empirically analyze and test why different process participants use or do not use this process in a virtual environment. Therefore we develop measurement instruments and conduct a questionnaire-based survey study carried out in Frankfurt Airport as well as at the Leipzig Airport in Germany with 183 participants in total. The results indicate that process characteristics in the form of requirements affect individual attitudes towards using airline check-in processes, which can be conducted virtually by checking in online via a website, or physically by checking in at the counter at the airport. We provide empirical evidence for the validity of Process Virtualization Theory, and demonstrate that our model is statistically significant and well constructed. Collapse

Semantic filters: usage intention process virtualization theory

Topics: virtualization technology usage intention website internet technology user behavior

Methods: survey partial least squares regression survey design factor analysis literature study

Theories: process virtualization theory

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The Impact of Financial Technology on Customer Intention to Use Financial Services through the Lenses of Process Virtualization Theory

THE IMPACT OF PERCEIVED PROCESS CHARACTERISTICS ON PROCESS VIRTUALIZABILITY