International Journal of Bank Marketing: Volume 37 Issue 3

Exploring the bank selection criteria in India: scale development and validation

Sangeeta Arora, Harpreet Kaur

The purpose of this paper is to develop, measure and empirically validate a scale that captures the full dimensionality of selection attributes considered by customers when…

How does customer participation in service influence customer satisfaction? The mediating effects of role stressors

Yiran Jiang, Lan Xu, Nan Cui, Hui Zhang, Zhilin Yang

The purpose of this paper is to examine the impact of customer participation on role behaviors and customer satisfaction. The mediating role of role stressors is also examined.

The central role of customer dialogue and trust in gaining bank loyalty: an extended SWICS model

Dung Phuong Hoang

The purpose of this paper is to expand the Swiss Index of Customer Satisfaction (SWICS) model by investigating the role of customer dialogue in the interrelationships among…

Customer engagement, non-transactional behaviors and experience in services: A study in the bank sector

Miguel Angel Moliner-Tena, Diego Monferrer-Tirado, Marta Estrada-Guillén

The purpose of this paper is to highlight the central role of bank customers’ engagement as a mediating variable between customer experience and two non-transactional customer…

A meta-analytical study of technological acceptance in banking contexts

Fernando De Oliveira Santini, Wagner Junior Ladeira, Cláudio Hoffmann Sampaio, Marcelo Gattermann Perin, Pietro Cunha Dolci

The purpose of this paper is to present a systematic framework with a meta-analytical approach to find various types of antecedents, consequences and moderation effects of the…

University students and retirement planning: never too early

Paola Bongini, Doriana Cucinelli

The purpose of this paper is to investigate the main predictors of university students’ intention to invest in a pension fund: an understanding of how young people perceive…

Factors influencing consumer loyalty: evidence from the Ghanaian retail banking industry

Osaretin Kayode Omoregie, John Agyekum Addae, Stanley Coffie, George Oppong Appiagyei Ampong, Kwame Simpe Ofori

The increasing number of banks in the Ghanaian banking industry has brought about intense competition in the industry. The purpose of this paper is, therefore, to examine the…

Presentational format and financial consumers’ behaviour: an eye-tracking study

Maria Gabriella Ceravolo, Vincenzo Farina, Lucrezia Fattobene, Lucia Leonelli, GianMario Raggetti

The purpose of this paper is to examine whether financial consumers are sensitive to presentational format of financial disclosure documents and whether this influences the…

A classification of live chat service users in the banking industry

Lova Rajaobelina, Isabelle Brun, Line Ricard

The purpose of this paper is to classify live chat service users in the banking industry and provide relevant descriptive information on each group to be able to suggest…

The effects of nonwork and personal resources on frontline bank employees’ work engagement and critical job outcomes

Osman M. Karatepe, Anastasia Ozturk, Taegoo Terry Kim

The purpose of this paper is to propose a research model that investigates work engagement as a mediator of the effect of family support on proclivity to leave work early, in-role…

An investigation of financial literacy, money ethics and time preferences among college students: A structural equation model

Asli Elif Aydin, Elif Akben Selcuk

Financial literacy has a strong influence on financial well-being, and it is a concept especially important for college students who start to develop their financial habits. The…

Determinants of climate change disclosures in the Turkish banking industry

Merve Kılıç, Cemil Kuzey

The purpose of this paper is to investigate the extent of voluntary climate change disclosures in the Turkish banking industry and explore the factors explaining the extent of…