International Journal of Bank Marketing: Volume 34 Issue 4

Performance impact of mobile banking: using the task-technology fit (TTF) approach

Carlos Tam, Tiago Oliveira

The purpose of this paper is to investigate the determinants of mobile banking (m-banking) for individual performance and whether or not there are any age or gender differences…

A model of customer-centric banking practices for corporate clients in Bangladesh

Syed Saad Andaleeb, Mamunur Rashid, Quazi Akhlaqur Rahman

Customer-centric banking envisions that banks should meet both tangible and intangible satisfaction criteria of their customers. The purpose of this paper is to investigate the…

The effects of traditional practices on modern banking system

Divya Mittal, Shiv Ratan Agrawal

The purpose of this paper is to identify the traditional practices in the modern banking system (MBS) and examine the effects of these on employee response, customer reactions and…

CSR communication on corporate websites compared across continents

Katharina Hetze, Herbert Winistörfer

The purpose of this paper is to evaluate how the 106 largest banks in the world use their corporate websites for corporate social responsibility (CSR) communication, identifying…

Services branding triangle: Examining the triadic service brand promises for creating a strong brand in banking industry

Musa Pinar, Tulay Girard, Paul Trapp, Zeliha Eser

The purpose of this paper is to examine customer, management, and contact personnel perceptions of consumer-based brand equity (CBBE) and its dimensions utilizing a services…

Online corporate social responsibility (CSR) disclosure in the banking industry: Evidence from Turkey

Merve Kiliç

The purpose of this paper is twofold: first, this study analyzes the extent to which banks report online their corporate social responsibility (CSR) practices; second, it…

Ethical fairness in financial services complaint handling

Sally Chalmers

The purpose of this paper is to propose a conceptual model for ethical and fair complaint handling. This provides a basis for research and the development of financial institution…

Consumer preferences for banking technologies by age groups

Michael Harris, K. Chris Cox, Carolyn Findley Musgrove, Kathryn W Ernstberger

The prevailing mindset is that younger people value and more readily adopt technology. The purpose of this paper is to determine if this is true with respect to banking practices…