Customer behaviours and online banking in New Zealand : a thesis presented in partial fulfilment of the requirements for the degree of Doctor of Philosophy in Banking at Massey University, Manawatū campus, New Zealand

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dc.confidentialEmbargo : Noen_US
dc.contributor.advisorTripe, David
dc.contributor.authorAzeem, Saba
dc.date.accessioned2020-11-04T22:31:21Z
dc.date.accessioned2021-04-15T21:40:32Z
dc.date.available2020-11-04T22:31:21Z
dc.date.available2021-04-15T21:40:32Z
dc.date.issued2020
dc.description.abstractRecent technological developments in the financial sector have led to renewed interest in studying bank-customer relationships. The present study examined the effects of six demographic characteristics (i.e. age, gender, household income, education, employment and marital status) on the use of online banking in New Zealand. Three research questions were addressed: How do different personal characteristics affect customers’ use of online banking? How do these characteristics interact with each other in affecting customers’ use of online banking? and How do different characteristics affect the key factors that form users’ perceptions of online banking usefulness? We used a three-pronged data collection methodology including four focus group discussions an online survey and twenty-six qualitative interviews. The survey was taken by 758 respondents and the completion rate was 76%. A range of descriptive and empirical analytics were used and strong effects of customer demographics on online banking use were found. The explanatory power of the six characteristics was examined using stepwise backward regression modelling while ANOVA tests confirmed interactive effects between combinations of characteristics. Through Principal component analysis, we identified a subset of four key constructs to represent the major areas of themes where customer perceptions differ regarding the use of online banking. Ordinal logit regression determined how perceptions differ on the basis of the differences in demographics. Academically, this research examines the predictive utility of demographic characteristics in explaining New Zealanders’ use of online banking technologies from both banking and marketing perspectives. Expanding on demographic relationships as proxies for deeper drivers of behaviours, this study offers practical lessons for effective segmentation and engagement strategies. It reminds banks that understanding customer personas is the first step to effective targeting or personalization. This is critical in developing customer-centric banking in New Zealand and other regions.en_US
dc.identifier.urihttp://hdl.handle.net/10179/16277
dc.publisherMassey Universityen_US
dc.rightsThe Authoren_US
dc.subjectInternet bankingen
dc.subjectConsumer behavioren
dc.subjectBank customersen
dc.subjectNew Zealanden
dc.subject.anzsrc350299 Banking, finance and investment not elsewhere classifieden
dc.titleCustomer behaviours and online banking in New Zealand : a thesis presented in partial fulfilment of the requirements for the degree of Doctor of Philosophy in Banking at Massey University, Manawatū campus, New Zealanden_US
dc.typeThesisen_US
massey.contributor.authorAzeem, Sabaen_US
thesis.degree.disciplineBankingen_US
thesis.degree.grantorMassey Universityen_US
thesis.degree.levelDoctoralen_US
thesis.degree.nameDoctor of Philosophy (PhD)en_US
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