Purpose

The present paper aims to understand the influence of consumer's functional, psychological and emotional barriers to the use of digital banking services.

Design/methodology/approach

The authors carried out a quantitative study in which data were collected through a self-administered online questionnaire. A final sample of 202 Brazilian adults, with and without experience in using digital banking services, enabled the test of research hypotheses by means of a structural equation modeling approach.

Findings

The authors found statistical evidence that supports the hypothesis that psychological barriers, emotional barriers and user experience positively influence the resistance to the use of digital banking services. However, there is no empirical evidence supporting that the influence of functional barriers affects the resistance to the use of digital banking services.

Practical implications

Efforts to understand the mechanisms that lead consumers to adopt or reject innovative products or services are important to prevent investments in these innovations, avoiding revenue failures. The results provide managerial implications by favoring the creation of communication programs capable of reducing the possibilities of innovation failure.

Originality/value

The main theoretical contribution of this work is the identification of the predominant influence of emotional barriers, in comparison to functional barriers, on the resistance to innovation in digital banking services. Currently, the models that illustrate resistance to innovation tend to focus solely on functional aspects; however, these models can be improved by incorporating emotional aspects.

中文翻译：

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功能、心理和情感障碍以及对使用数字银行服务的抵制

目的

本文旨在了解消费者的功能、心理和情感障碍对使用数字银行服务的影响。

设计/方法/方法

作者进行了一项定量研究，其中数据是通过自我管理的在线问卷收集的。202 名巴西成年人的最终样本，无论是否有使用数字银行服务的经验，通过结构方程建模方法对研究假设进行了测试。

发现

The authors found statistical evidence that supports the hypothesis that psychological barriers, emotional barriers and user experience positively influence the resistance to the use of digital banking services. However, there is no empirical evidence supporting that the influence of functional barriers affects the resistance to the use of digital banking services.

Practical implications

Efforts to understand the mechanisms that lead consumers to adopt or reject innovative products or services are important to prevent investments in these innovations, avoiding revenue failures. The results provide managerial implications by favoring the creation of communication programs capable of reducing the possibilities of innovation failure.

Originality/value

这项工作的主要理论贡献是确定了情感障碍与功能障碍相比对数字银行服务创新阻力的主要影响。目前，说明创新阻力的模型往往只关注功能方面；然而，这些模型可以通过结合情感方面来改进。