The Internet and consumer power: the case of Spanish retail banking

This study aims to measure the impact of the Internet in Spain's retail banking sector, considering two fully linked key constructs: consumer power and consumer value. We define a new conceptual framework, three core propositions and 11 hypotheses, and contrast them in the context of the retail banking sector in Spain. Using a multicase method, we demonstrate that the Internet has increased the customer value of retail banking consumers and proceed to explore the causes for this. Our study constitutes a three-pronged contribution: