An actor-network theory perspective of online banking in Australia

Abstract

Only 25% of bank customers currently use online banking in Australia. The banks want more people to use their online services, not just for transaction histories and transfers, but also for other services such as loan and credit card applications. This paper discusses the use of actor-network theory as a lens to view online banking practices in Australia. We explore the heterogeneous user groups and their varying needs for interacting with the bank. This theory allows us to explore the relationship between technology and people, whilst giving insight into the changes enacted through interactions between them and the bank. The user is an essential player in this network and this discussion presents the users perspective that is drawn from a qualitative study involving fifty-six participants.