A survey of critical success factors in e-Banking: an organisational perspective

The organisational factors, which are critical to the success of e-banking, are investigated. Different pieces of literature report different factors as key to success and generally based on subjective, perceptual data. A synthesis of existing literature is a basis for survey questions. The data was collected from UK based financial sector organisations who are offering their services on electronic channels, using postal questionnaires. The top factors found to be most critical for the success in e-banking are: quick responsive products/services, organisational flexibility, services expansion, systems integration and enhanced customer service. An important lesson from this research is that organisations need to view the e-banking initiative as a business critical area rather that just a technical issue. They need to give attention to internal integration, which may include channels, technology and business process integration, and improving the overall services to their customers.