Abstract
This research is an extension of the innovation resistance theory (IRT). On the basis of the literature review, IRT highlights a set of functional and psychological factors that have direct and simple effects on resistance to internet banking services. Nevertheless, a set of moderating factors, such as gender, were not included in the theory and may challenge the internet banking barriers. Hence, studies on resistance to internet banking in North African countries are scant. Further research on this topic, taking into account the moderating role of gender, may narrow the research gap and provide more insight to the current body of knowledge. In this respect, a quantitative study was conducted face to face on a sample of 250 banking customers. A structural equation modeling method was used to assess the developed research model. The findings keep a set of barriers and reject other barriers that lead to resistance to internet banking. Moreover, the findings show that, regarding some relationships, gender differences play a regulating role in the adoption versus rejection of the internet banking services.
This is a preview of subscription content, log in via an institution to check access.
Similar content being viewed by others
References
Al-Jabri, I.M., and M.S. Sohail. 2012. Mobile Banking Adoption: Application of Diffusion of Innovation Theory. Journal of Electronic Commerce Research 13: 379–391.
Amin, A. 2006. The Good City. Urban Studies 43(5–6): 1009–1023. https://doi.org/10.1080/00420980600676717.
Antioco, M., and M. Kleijnen. 2010. Consumer Adoption of Technological Innovations. European Journal of Marketing 44(11/12): 1700–1724. https://doi.org/10.1108/03090561011079846.
Arif, I., W. Aslam, and Y. Hwang. 2020. Barriers in Adoption of Internet Banking: A Structural Equation Modeling—Neural Network Approach. Technology in Society 61: 101231. https://doi.org/10.1016/j.techsoc.2020.101231.
Bagozzi, R P., and K.-H. Lee. 1999. Consumer Resistance to, and Acceptance of, Innovations. In NA—Advances in Consumer Research Volume 26, eds. Eric J. G Arnould and Linda M. Scott, Provo, UT: Association for Consumer Research, pp. 218–225.
Brahim, S. 2015. Typology of Resistance to e Banking Adoption by Tunisian. Journal of Electronic Banking Systems. https://doi.org/10.5171/2015.801654.
Broos, A. 2005. Gender and Information and Communication Technologies (ICT) Anxiety: Male Self-Assurance and Female Hesitation. CyberPsychology & Behavior 8(1): 21–31. https://doi.org/10.1089/cpb.2005.8.21.
Brown, S.A., and V. Venkatesh. 2005. Model of Adoption of Technology in Households: A Baseline Model Test and Extension Incorporating Household Life Cycle. MIS Quarterly 29(3): 399. https://doi.org/10.2307/25148690.
Calisir, F., and C.A. Gumussoy. 2008. Internet Banking Versus Other Banking Channels: Young Consumers’ View. International Journal of Information Management 28(3): 215–221. https://doi.org/10.1016/j.i**fomgt.2008.02.009.
Chaouali, W., and N. Souiden. 2019. The Role of Cognitive Age in Explaining Mobile Banking Resistance Among Elderly People. Journal of Retailing and Consumer Services 50: 342–350. https://doi.org/10.1016/j.jretconser.2018.07.009.
Chawla, D., and H. Joshi. 2020. The Moderating Role of Gender and Age in the Adoption of Mobile Wallet. Foresight 22(4): 483–504. https://doi.org/10.1108/fs-11-2019-0094.
Chemingui, H., and H. Ben Lallouna. 2013. Resistance, Motivations, Trust and Intention to Use Mobile Financial Services. International Journal of Bank Marketing 31(7): 574–592. https://doi.org/10.1108/ijbm-12-2012-0124.
Chen, Q., Y. Lu, Y.Y. Gong, and Q. Tang. 2019. Why Do Users Resist Service Organization’s Brand Mobile Apps? The Force of Barriers Versus Cross-Channel Synergy. International Journal of Information Management 47: 274–282. https://doi.org/10.1016/j.i**fomgt.2018.07.012.
Chin, W.W. 1998. The Partial Least Squares Approach for Structural Equation Modeling. In Modern Methods for Business Research, ed. G.A. Marcoulides, 295–336. Lawrence Erlbaum Associates Publishers.
Chouk, I., and Z. Mani. 2019. Factors for and Against Resistance to Smart Services: Role of Consumer Lifestyle and Ecosystem Related Variables. Journal of Services Marketing 33(4): 449–462. https://doi.org/10.1108/jsm-01-2018-0046.
Chung, K.C., and S.W.J. Liang. 2020. Understanding Factors Affecting Innovation Resistance of Mobile Payments in Taiwan: An Integrative Perspective. Mathematics 8(10): 1841. https://doi.org/10.3390/math8101841.
Claudy, M.C., R. Garcia, and A. O’Driscoll. 2014. Consumer Resistance to Innovation—A Behavioral Reasoning Perspective. Journal of the Academy of Marketing Science 43(4): 528–544. https://doi.org/10.1007/s11747-014-0399-0.
Cohen, J. 1988. Statistical Power Analysis for the Behavioral Sciences, 2nd ed. Hillsdale, NJ: Lawrence Erlbaum Associates, Publishers.
Cornescu, V., and C.R. Adam. 2013. The Consumer Resistance Behavior Towards Innovation. Procedia Economics and Finance 6: 457–465. https://doi.org/10.1016/s2212-5671(13)00163-9.
Davis, F.D. 1989. Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly 13(3): 319. https://doi.org/10.2307/249008.
Dursun, N., and E. Tümer Kabadayi. 2013. Resistance to Persuasion in an Anti-consumption Context: Biased Assimilation of Positive Product Information. Journal of Consumer Behaviour 12(2): 93–101. https://doi.org/10.1002/cb.1422.
Fornell, C., and D.F. Larcker. 1981. Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research 18(1): 39. https://doi.org/10.2307/3151312.
Fuller, C.M., M.J. Simmering, G. Atinc, Y. Atinc, and B.J. Babin. 2016. Common Methods Variance Detection in Business Research. Journal of Business Research 69(8): 3192–3198. https://doi.org/10.1016/j.jbusres.2015.12.008.
Garbarino, E., and M. Strahilevitz. 2004. Gender Differences in the Perceived Risk of Buying Online and the Effects of Receiving a Site Recommendation. Journal of Business Research 57(7): 768–775. https://doi.org/10.1016/s0148-2963(02)00363-6.
Hashim, J. 2008. Learning Barriers in Adopting ICT Among Selected Working Women in Malaysia. Gender in Management: An International Journal 23(5): 317–336. https://doi.org/10.1108/17542410810887356.
Heidenreich, S., and P. Spieth. 2013. Why Innovation Fail: The Case of Passive and Active Innovation Resistance. International Journal of Innovation Management 17(05): 1350021. https://doi.org/10.1142/s1363919613500217.
Hoehle, H., E. Scornavacca, and S. Huff. 2012. Three Decades of Research on Consumer Adoption and Utilization of Electronic Banking Channels: A Literature Analysis. Decision Support Systems 54(1): 122–132. https://doi.org/10.1016/j.dss.2012.04.010.
Joachim, V., P. Spieth, and S. Heidenreich. 2018. Active Innovation Resistance: An Empirical Study on Functional and Psychological Barriers to Innovation Adoption in Different Contexts. Industrial Marketing Management 71: 95–107. https://doi.org/10.1016/j.indmarman.2017.12.011.
Jordan, P.J., and A.C. Troth. 2019. Common Method Bias in Applied Settings: The Dilemma of Researching in Organizations. Australian Journal of Management 45(1): 3–14. https://doi.org/10.1177/0312896219871976.
Joseph, R.C. 2010. Individual Resistance to IT Innovations. Communications of the ACM 53(4): 144–146. https://doi.org/10.1145/1721654.1721693.
Kaur, P., A. Dhir, N. Singh, G. Sahu, and M. Almotairi. 2020. An Innovation Resistance Theory Perspective on Mobile Payment Solutions. Journal of Retailing and Consumer Services 55: 102059. https://doi.org/10.1016/j.jretconser.2020.102059.
Kleijnen, M., N. Lee, and M. Wetzels. 2009. An Exploration of Consumer Resistance to Innovation and Its Antecedents. Journal of Economic Psychology 30(3): 344–357. https://doi.org/10.1016/j.joep.2009.02.004.
Kuisma, T., T. Laukkanen, and M. Hiltunen. 2007. Map** the Reasons for Resistance to Internet Banking: A Means-end Approach. International Journal of Information Management 27(2): 75–85. https://doi.org/10.1016/j.i**fomgt.2006.08.006.
Laukkanen, P., S. Sinkkonen, and T. Laukkanen. 2008. Consumer Resistance to Internet Banking: Postponers, Opponents and Rejectors. International Journal of Bank Marketing 26(6): 440–455. https://doi.org/10.1108/02652320810902451.
Laukkanen, T. 2016. Consumer Adoption Versus Rejection Decisions in Seemingly Similar Service Innovations: The Case of the Internet and Mobile Banking. Journal of Business Research 69(7): 2432–2439. https://doi.org/10.1016/j.jbusres.2016.01.013.
Laukkanen, T., and V. Kiviniemi. 2010. The Role of Information in Mobile Banking Resistance. International Journal of Bank Marketing 28(5): 372–388. https://doi.org/10.1108/02652321011064890.
Laukkanen, T., and M. Pasanen. 2008. Mobile Banking Innovators and Early Adopters: How They Differ from Other Online Users? Journal of Financial Services Marketing 13(2): 86–94. https://doi.org/10.1057/palgrave.fsm.4760077.
Lian, J.W., and D.C. Yen. 2014. Online Shop** Drivers and Barriers for Older Adults: Age and Gender Differences. Computers in Human Behavior 37: 133–143. https://doi.org/10.1016/j.chb.2014.04.028.
Lian, J.W., and D.C. Yen. 2013. To Buy or Not to Buy Experience Goods Online: Perspective of Innovation Adoption Barriers. Computers in Human Behavior 29(3): 665–672. https://doi.org/10.1016/j.chb.2012.10.009.
Lin, H.F. 2011. An Empirical Investigation of Mobile Banking Adoption: The Effect of Innovation Attributes and Knowledge-Based Trust. International Journal of Information Management 31(3): 252–260. https://doi.org/10.1016/j.i**fomgt.2010.07.006.
Mani, Z., and I. Chouk. 2018. Consumer Resistance to Innovation in Services: Challenges and Barriers in the Internet of Things Era. Journal of Product Innovation Management 35(5): 780–807. https://doi.org/10.1111/jpim.12463.
Merhi, M., K. Hone, A. Tarhini, and N. Ameen. 2021. An Empirical Examination of the Moderating Role of Age and Gender in Consumer Mobile Banking Use: A Cross-National, Quantitative Study. Journal of Enterprise Information Management 34(4): 1144–1168. https://doi.org/10.1108/jeim-03-2020-0092.
Muller, F., and W. Hirst. 2009. Resistance to the Influences of Others: Limits to the Formation of a Collective Memory Through Conversational Remembering. Applied Cognitive Psychology 24(5): 608–625. https://doi.org/10.1002/acp.1572.
Narteh, B. 2015. Perceived Service Quality and Satisfaction of Self-Service Technology. International Journal of Quality & Reliability Management 32(4): 361–380. https://doi.org/10.1108/ijqrm-08-2012-0113.
Nabih, M., Bloem, J. G., & Poiesz, T. B. 1997. Conceptual Issues in the Study of Innovation Adoption Behavior. ACR North American Advances 190–196. https://research.tilburguniversity.edu/en/publications/conceptual-issuesin-the-study-of-innovation-adoption-behavior
Nunnally, J.C. and Bernstein, I.H. 1994. The Assessment of Reliability. Psychometric Theory, 3, 248–292.
Nysveen, H., P.E. Pedersen, and H. Thorbjørnsen. 2005. Explaining Intention to Use Mobile Chat Services: Moderating Effects of Gender. Journal of Consumer Marketing 22(5): 247–256. https://doi.org/10.1108/07363760510611671.
Podsakoff, P.M., and D.W. Organ. 1986. Self-Reports in Organizational Research: Problems and Prospects. Journal of Management 12(4): 531–544. https://doi.org/10.1177/014920638601200408.
Ram, S. (1987). A Model of Innovation Resistance, 14(NA-Advances in Consumer Research), 208–212.
Ram, S., and J.N. Sheth. 1989. Consumer Resistance to Innovations: The Marketing Problem and Its Solutions. Journal of Consumer Marketing 6(2): 5–14. https://doi.org/10.1108/eum0000000002542.
Riquelme, H.E., and R.E. Rios. 2010. The Moderating Effect of Gender in the Adoption of Mobile Banking. International Journal of Bank Marketing 28(5): 328–341. https://doi.org/10.1108/02652321011064872.
Rogers, E.M. 1989. Diffusion of Innovations, 5th ed. New York: Free Press.
Roux, D. 2007. Consumer Resistance: Proposal for an Integrative Framework. Recherche et Applications en Marketing (English Edition) 22(4): 59–79. https://doi.org/10.1177/205157070702200403.
Sadiq, M., M. Adil, and J. Paul. 2021. An Innovation Resistance Theory Perspective on Purchase of Eco-Friendly Cosmetics. Journal of Retailing and Consumer Services 59: 102369. https://doi.org/10.1016/j.jretconser.2020.102369.
Serener, B. 2019. Testing the Homogeneity of Non-adopters of Internet Banking. Business and Economics Research Journal 10(3): 699–708. https://doi.org/10.20409/berj.2019.194.
Sheth, J. N. (1981). Psychology of Innovation Resistance: The Less Developed Concept (LDC) in Diffusion Research. 4th ed. Research in Marketing.
Szmigin, I., and G. Foxall. 1998. Three Forms of Innovation Resistance: The Case of Retail Payment Methods. Technovation 18(6–7): 459–468. https://doi.org/10.1016/s0166-4972(98)00030-3.
Talke, K., and S. Heidenreich. 2013. How to Overcome Pro-Change Bias: Incorporating Passive and Active Innovation Resistance in Innovation Decision Models. Journal of Product Innovation Management 31(5): 894–907. https://doi.org/10.1111/jpim.12130.
Tam, C., and T. Oliveira. 2016. Performance Impact of Mobile Banking: Using the task-Technology Fit (TTF) Approach. International Journal of Bank Marketing 34(4): 434–457. https://doi.org/10.1108/ijbm-11-2014-0169.
Tan, M., and T.S. Teo. 1998. Factors Influencing the Adoption of the Internet. International Journal of Electronic Commerce 2(3): 5–18. https://doi.org/10.1080/10864415.1998.11518312.
Taut, S., and D. Brauns. 2003. Resistance to Evaluation: A Psychological Perspective. Evaluation 9(3): 247–264. https://doi.org/10.1177/13563890030093002.
Venkatesh, V., J.Y. Thong, and X. Xu. 2003. User Acceptance of Information Technology: Toward a Unified View. MIS Quarterly 27(3): 425. https://doi.org/10.2307/30036540.
Venkatesh, V., J.Y. Thong, and X. Xu. 2012. Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology. MIS Quarterly 36(1): 157. https://doi.org/10.2307/41410412.
Wiedmann, K.P., N. Hennigs, L. Pankalla, M. Kassubek, and B. Seegebarth. 2011. Adoption Barriers and Resistance to Sustainable Solutions in the Automotive Sector. Journal of Business Research 64(11): 1201–1206. https://doi.org/10.1016/j.jbusres.2011.06.023.
Yiu, C.S., K. Grant, and D. Edgar. 2007. Factors Affecting the Adoption of Internet Banking in Hong Kong—Implications for the Banking Sector. International Journal of Information Management 27(5): 336–351. https://doi.org/10.1016/j.i**fomgt.2007.03.002.
Yousafzai, S.Y., J.G. Pallister, and G.R. Foxall. 2003. A Proposed Model of e-Trust for Electronic Banking. Technovation 23(11): 847–860. https://doi.org/10.1016/s0166-4972(03)00130-5.
Yu, C.S., and W. Chantatub. 2016. Consumers’ Resistance to Using Mobile Banking: Evidence from Thailand and Taiwan. International Journal of Electronic Commerce Studies 7(1): 21–38. https://doi.org/10.7903/ijecs.1375.
Author information
Authors and Affiliations
Corresponding author
Ethics declarations
Conflict of interest
On behalf of all authors, the corresponding author states that there is no conflict of interest.
Additional information
Publisher's Note
Springer Nature remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.
Rights and permissions
Springer Nature or its licensor (e.g. a society or other partner) holds exclusive rights to this article under a publishing agreement with the author(s) or other rightsholder(s); author self-archiving of the accepted manuscript version of this article is solely governed by the terms of such publishing agreement and applicable law.
About this article
Cite this article
Baklouti, F., Boukamcha, F. Consumer resistance to internet banking services: implications for the innovation resistance theory. J Financ Serv Mark 29, 364–376 (2024). https://doi.org/10.1057/s41264-023-00210-2
Received:
Revised:
Accepted:
Published:
Issue Date:
DOI: https://doi.org/10.1057/s41264-023-00210-2