TY - GEN
T1 - Video Banking Adoption and Challenges: A Focus on the Austrian Market
AU - Stabauer, Martin
AU - Zeller, Bernd
PY - 2024/12
Y1 - 2024/12
N2 - This study addresses the underexplored area of video banking in the Austrian market, aiming to understand its current status, potential, and challenges. By developing a theoretical model based on UTAUT 2 and TAM 3, we conducted a quantitative survey with 1,119 participants. The findings reveal that video banking adoption in Austria is low, with only 7% having used the service, despite 40% indicating a potential willingness to use it if actively offered by their banks. Satisfaction among current users is high at around 80%, suggesting positive experiences for those who engage with the service. Concerns about data protection or technology play only a minor role, these disadvantages mentioned in the literature thus seem to be less pronounced than others. The frequently cited trust in well-known Austrian banks appears to mitigate many of these concerns. The explanation for the low usage seems to lie much more in the lack of active promotion than in the lack of acceptance. Two-thirds of respondents were unsure if their bank offered video banking services, even though such services were widely available among the institutions examined. Also, age does not have the moderating effect as it does in other studies. Our research contributes to the existing literature by highlighting the unique characteristics of the Austrian banking sector and providing empirical data on customer attitudes towards video banking.
AB - This study addresses the underexplored area of video banking in the Austrian market, aiming to understand its current status, potential, and challenges. By developing a theoretical model based on UTAUT 2 and TAM 3, we conducted a quantitative survey with 1,119 participants. The findings reveal that video banking adoption in Austria is low, with only 7% having used the service, despite 40% indicating a potential willingness to use it if actively offered by their banks. Satisfaction among current users is high at around 80%, suggesting positive experiences for those who engage with the service. Concerns about data protection or technology play only a minor role, these disadvantages mentioned in the literature thus seem to be less pronounced than others. The frequently cited trust in well-known Austrian banks appears to mitigate many of these concerns. The explanation for the low usage seems to lie much more in the lack of active promotion than in the lack of acceptance. Two-thirds of respondents were unsure if their bank offered video banking services, even though such services were widely available among the institutions examined. Also, age does not have the moderating effect as it does in other studies. Our research contributes to the existing literature by highlighting the unique characteristics of the Austrian banking sector and providing empirical data on customer attitudes towards video banking.
UR - https://www.scopus.com/pages/publications/85213374470
U2 - 10.1007/978-3-031-76806-4_25
DO - 10.1007/978-3-031-76806-4_25
M3 - Conference proceedings
SN - 9783031768057
VL - 15375
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 349
EP - 360
BT - HCI International 2024 – Late Breaking Papers - 26th International Conference on Human-Computer Interaction, HCII 2024, Proceedings
A2 - Coman, Adela
A2 - Vasilache, Simona
A2 - Fui-Hoon Nah, Fiona
A2 - Siau, Keng Leng
A2 - Wei, June
A2 - Margetis, George
PB - Springer
CY - Cham
ER -
