Business value of it in commercial banks

Rajiv Banker, Fang Chun Liu, Pei-yu Chen, Chin Shyh Ou

Research output: Chapter in Book/Report/Conference proceedingConference contribution

8 Scopus citations


Many banks have deployed information technology (IT) to serve customers more efficiency in diverse ways. In a competitive business environment, bank managers must simultaneously use multiple service channels to win customers and increase profit. Most prior research on IT investment in the banking industry has focused on the adoption of innovative IT-based service channels such as Internet banking, from customers' perspective. In this research, we adopt the banks' perspective to analyze the impact of IT on performance by simultaneously considering the traditional physical channel and alternative IT-based service channels. Our initial findings reveal contrasting strategic rationale supporting the use of ATM-based channel versus more recent Internet-based banking.

Original languageEnglish (US)
Title of host publicationICIS 2009 Proceedings - Thirtieth International Conference on Information Systems
StatePublished - 2009
Externally publishedYes
Event30th International Conference on Information Systems, ICIS 2009 - Phoenix, AZ, United States
Duration: Dec 15 2009Dec 18 2009


Other30th International Conference on Information Systems, ICIS 2009
Country/TerritoryUnited States
CityPhoenix, AZ


  • Banking industry
  • Business value
  • It investment
  • Service channels

ASJC Scopus subject areas

  • Information Systems


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