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This paper reports on young adults’ expectations and perceptions of online retail banking information. A combination of qualitative and quantitative research was used. Focus groups proved valuable in eliciting criteria grounded in the experience of users of bank Web sites. The subsequent questionnaire survey allowed the measurement of gaps between perceptions and expectations. The results indicate that respondents expect bank Web sites to be easy to use and to provide them with basic account/product details. These features are valued more than the technological aspects. Yet, perceptions of actual information provision differ. While basic account and price information is perceived to be provided, certain features are perceived to be less prevalent, rendering bank Web sites ineffective at aiding consumer decision making. The research questions the role of the Internet in information provision and suggests how banks can improve their Web sites to assist consumer decision making.

This paper uses the metaphor of the movie classic the Wizard of Oz to represent the online experiences of young adults. Just like the twister that turns Dorothy’s world upside, down the Internet has arrived to transform our black and white lives into the Technicolor hyper‐reality of the Land of Oz. What are the consequences for young Dorothies of today when they explore the yellow brick information superhighway? Phenomenologically informed qualitative research was used to explore the Internet experiences of older adolescents and young adults. The findings identify, financial, temporal, social, logistical and emotional barriers and indicate that although the Internet is an intrinsic facet of young adults’ lives, it falls well short of an obsession. The implications are that marketing practitioners need to pay closer attention to the genuine fears and concerns directed at the Internet rather than assuming that young adults’ responses are enthusiastic and positive.

The purpose of this research is to explore whether consumer expectations of web site attributes differ according to information‐seeking or transaction tasks. Information seeking is a distinct online activity and is an important first stage of the Internet adoption process. However, there is little empirical research that compares online search and transaction behaviour.

This pilot study focuses on retail bank web sites in order to select a service familiar to consumers for which a web site would serve as both an information source and a transaction channel. A self‐administered questionnaire collected data from a convenience sample of 160 UK adults in December 2005. The questionnaire measured normative and predictive expectations of systems and information quality.

The findings show differences between task contexts with regards to the requirement to supply personal details, the presence of a search engine and the inclusion of moving graphics. There are implications for studies informed by the SERVQUAL approach to measuring web site quality.

The acknowledged research limitations are the sampling method, sample size, sample composition and industry context, which contribute to the low generalisability of the results. However, the findings indicate that there are differences in task scenario worthy of investigation in broader studies.

Task scenario differences mean that data collection instruments should specify to respondents for which task a multi‐functional web site is being measured. This will be of value to practitioners and researchers who are studying web site quality.

The paper has two objectives. First, it seeks to present a procedure for exploring web site development using the Internet archive (www.archive.org). Second, it aims to test the assumption that over time a progression in web site numbers and interactivity is visible within an industry sector.

The Internet archive was used to view web site activity from 1998‐2004 for 21 randomly selected organisations generating a final sample of 106 web sites. Content analysis was used to gather information on web site numbers and functionality. Web sites were evaluated using existing models of web site evolution adapted for the financial services sector.

This paper produces meaningful data on patterns of web site development. Results indicate that UK pension provider web sites have increased in sophistication but remain underdeveloped.

In this paper there is no qualitative web site assessment and thus no information on web site quality. This method is recommended as a starting point for a wider enquiry due to the incompleteness of some archived records.

The paper shows that for practitioners, a methodology for mapping the configuration and evolution of sector web sites will assist in developing Internet marketing strategy. For academics, awareness of web site evolution patterns will inform Internet research. For the pension sector this identification of unrealised cost‐efficiencies from developing online payment and processing functionality highlights a competitive opportunity.

Considerable commentary exists on paths of Internet development but there is little longitudinal research into patterns of web site change, this research addresses this gap. This paper is a novel approach to web site metrics that allows both practitioners and academics to trace changes in the Internet landscape.

To critically assesses the extent to which consumers are being empowered by the internet, focusing specifically on the role of the internet in the context of online pension information provision.

A mixed method study involving focus groups and observational research. Focus groups explored consumer meanings of empowerment and pension information needs. Actual information provision was measured using a content analysis of a sample of 20 pension web sites from 1996 to 2004 accessed from the internet archive.

While consumers generally feel that the internet is empowering, the sense of empowerment has not been fully realised in the context of pensions. The findings reveal gaps between consumer needs for information and information provision with implications for pension providers and consumers.

Relies on consumers' own reported information needs. Pensions are complex and consumers may not fully appreciate the most relevant information in order to make an informed pension decision. Researching professional financial advisors could close the loop and help understand what information consumers should be using to make decisions.

Provides useful insights for pension providers and employers in understanding the value of pension web sites and the features/facilities that consumers value most in using them.

Addresses a key concern of government – insufficient pension provision – and helps to understand how the internet can be used to engage consumers in pensions and encourage them to take greater responsibility for and ownership of their retirement saving.

To provide an investigation of e‐commerce development via an examination of the forces shaping web site development among intermediaries in an extended supply chain.

A two‐stage research design combining qualitative and quantitative methods. Unstructured interviews conducted in the spirit of phenomenology elicited a range of critical incidents of web site development which were further examined via a quantitative survey of intermediaries to test for relationships between critical incidents and web site adoption.

Adopter groups were identified which showed statistically significant differences in terms of the critical incidents driving web site development as well as differences in terms of key company characteristics. The timing of web site adoption was also found to affect the subsequent use of the technology, with early adopters making more advanced use.

Limitations associated with the use of retrospective data and respondents’ abilities to recall events, although attempts were made to minimise these through external validation.

Provides useful insights for providers of financial services in understanding how to progress the adoption of web site technology by intermediaries, suggesting the development of networks of relationships involving IT suppliers rather than simply focusing on relationships with preferred intermediaries.

Addresses a research gap in terms of business‐to‐business e‐commerce and offers practical guidance on how to widen participation in the financial services supply chain.

Attempts to understand the consumer behaviour in the context of the pension purchase process, including the decision process and factors affecting the decision.

Focus groups were conducted among manual and clerical grades of employees within a public sector organization who were members of an occupational pension scheme.

Despite the relative importance of pensions and the degree of risk associated with the purchase, the findings clearly indicate that purchasing decisions in this context are neither completely informed nor rational. The process described by focus group participants suggests “analysis by paralysis”, characterized by complexity, confusion and apathy.

Small number of focus groups and a focus on manual and clerical grades of employment only. A larger sample and representation of other grades of employment might yield differences in decision making between different segments of the population.

Provides useful insights for providers of pensions in understanding the role of information, reference groups and professional advice in the marketing of pensions.

Addresses a key concern of government – insufficient pension provision – and helps to understand some of the barriers and challenges facing individuals in making pension decisions.