ABSTRACT
At a time when consumers are offered a wealth of online tools for self-managing their financial affairs, it is pertinent to scrutinise perceptions of this technology. Behavioural theories such as the Technology Acceptance Model do not permit a framing of usage decisions in terms of a choice between online or offline service channels. The adoption of technological innovations is a key concern for academics and business owners alike. As technology increasingly disintermediates the relationship between business and consumer, it is pertinent to examine the degree to which both sides are amenable to these changes. The relationship between perceptions of the web as a service channel and attitudes towards using specific web-based information technologies (ITs) is an important consideration in adoption research. With many businesses now operating within multi-channel service models, it is necessary to understand how attitudes towards traditional or offline channels affect digital interaction perceptions.
