Electronic Channel Customers for Financial Products: Test of Ability-Motivation-Opportunity Model

Sridhar N. Ramaswami · Karen Brett · Troy J. Strader

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence

Abstract

Our empirical study focuses on consumers in the financial services industry where on-line sales channels are becoming more important. We present our findings in the following sections. First we discuss the consumer and organizational perspective of on-line channels for financial services. We identify the components of our model and analyze the empirical survey-based results used to validate it. And finally we present the results and managerial implications that arise from our study.

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