Managing Internal Adoption
A number of factors contribute to success or failure of e-banking adoption within an organization. These factors include a company’s commitment to e-banking leadership of this initiative and involvement of stakeholders in the full process, from planning to actual implementation. Executives need to have a good understanding of the fast changing capabilities for related technologies and adjust their e-banking functionalities according to the business need, and communicate the value of ebanking throughout the organization. E-banking also requires systematic attention to organizational learning processes, organizational structure/culture, and technology
infrastructure. A summary of critical success factors in adoption of e-banking is given in Table 5.2. It presents a classification of success factors into three major categories: strategic, structural, and management-oriented factors.
These factors suggest that to realize the full benefits of e-banking, organizations need to develop a suitable vision for the firm, appoint an e-banking champion who owns the transformation process, create a collaborative organizational culture and implement a rigorous communication strategy to reduce resistance amongst employees and customers.