Functional, psychological and emotional barriers and the resistance to the use of digital banking services
Purpose – The present paper aims to understand the influence of consumer’s functional, psychological andemotional barriers to the use of digital banking services.Design/methodology/approach – The authors carried out a quantitative study in which data werecollected through a self-administered online...
| Autores: | , |
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| Formato: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2021 |
| País: | Brasil |
| Recursos: | Universidade de São Paulo (USP) |
| Repositorio: | Revista de Administração e Inovação |
| Idioma: | inglés |
| OAI Identifier: | oai:revistas.usp.br:article/191608 |
| Acesso em linha: | https://www.revistas.usp.br/rai/article/view/191608 |
| Access Level: | acceso abierto |
| Palavra-chave: | Resistance to innovation Digital banking services Functional barriers Psychological barriers Emotional barriers |
| Resumo: | Purpose – The present paper aims to understand the influence of consumer’s functional, psychological andemotional barriers to the use of digital banking services.Design/methodology/approach – The authors carried out a quantitative study in which data werecollected through a self-administered online questionnaire. A final sample of 202 Brazilian adults, with andwithout experience in using digital banking services, enabled the test of research hypotheses by means of astructural equation modeling approach.Findings – The authors found statistical evidence that supports the hypothesis that psychological barriers,emotional barriers and user experience positively influence the resistance to the use of digital bankingservices. However, there is no empirical evidence supporting that the influence of functional barriers affectsthe resistance to the use of digital banking services.Practical implications – Efforts to understand the mechanisms that lead consumers to adopt or rejectinnovative products or services are important to prevent investments in these innovations, avoiding revenuefailures. The results provide managerial implications by favoring the creation of communication programscapable of reducing the possibilities of innovation failure.Originality/value – The main theoretical contribution of this work is the identification of the predominantinfluence of emotional barriers, in comparison to functional barriers, on the resistance to innovation in digitalbanking services. Currently, the models that illustrate resistance to innovation tend to focus solely onfunctional aspects; however, these models can be improved by incorporating emotional aspects. |
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