International Journal of Bank Marketing: Volume 37 Issue 5

Customer centricity in mobile banking: a customer experience perspective

Hanna Komulainen, Saila Saraniemi

The purpose of this paper is to increase understanding about how to improve customer value and to make mobile banking services a profitable business for banks and other financial…

Multilevel latent class modeling to segment the microfinance market

Lucas Lopes Ferreira Souza, Francesca Bassi, Ana Augusta Ferreira de Freitas

Microfinance has become an important way to alleviate poverty. Though four decades have passed since its introduction, its impact is still not entirely clear. What makes it…

The influence of e-banking service quality on customer loyalty: A moderated mediation approach

Amit Shankar, Charles Jebarajakirthy

Providing high-quality e-banking services is considered a basic strategy for attracting and retaining customers with electronic-banking platforms. The purpose of this paper is to…

Bank relationships’ contributions to SME export performance

Heléne Lundberg

The purpose of this paper is to examine to what extent, and in what ways, various types of bank support improve small and medium-sized enterprise (SME) export performance. It…

Adoption of mobile banking services: A comparative analysis of four competing theoretical models

Apostolos Giovanis, Pinelopi Athanasopoulou, Costas Assimakopoulos, Christos Sarmaniotis

The purpose of this paper is to investigate which of four well-established theoretical models (i.e. technology acceptance model, theory of planned behavior, unified theory of…

Propensity of contracting loans services from FinTech’s in Brazil

Luis Hernan Contreras Pinochet, Guilherme Tongnole Diogo, Evandro Luiz Lopes, Eliane Herrero, Ricardo Luiz Pereira Bueno

Given the large global investments made in FinTechs and the context of Brazilian credit (which has been suffering from the effects of the crisis in the last decade), the purpose…

Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana

Kong YuSheng, Masud Ibrahim

The concept of innovation is gaining ground steadily in the context of an increasingly competitive and highly volatile banking sector. The purpose of this paper is to find out the…

Relationship versus customer experience quality as determinants of relationship quality and relational outcomes for Kuwaiti retail banks

Adel A.A. Al-Wugayan

The purpose of this paper is to investigate the extent to which customer experience and relationship marketing (RM), as two widely used service management approaches, can…

Effects of customer perceptions in multichannel retail banking

Rafael Bravo, Eva Martínez, José Miguel Pina

This paper focuses on the multichannel strategy in the banking sector and its effects on customer engagement. Specifically, the purpose of this paper is to propose a model in…

Determinants of older consumers’ interest in home equity conversion products

Simona Cosma, Stefano Cosma, Alessandro M. Peluso

The purpose of this paper is to highlight opportunities for the banking sector arising from the population’s aging and the expected reduction in pension incomes. Home equity…

Understanding the impact of financial incentives on NFC mobile payment adoption: An experimental analysis

Haidong Zhao, Sophia T. Anong, Lini Zhang

The purpose of this paper is to investigate the effects of financial incentives on consumers’ intention to adopt near field communication (NFC) mobile payment.

Effects of internal marketing on job satisfaction in the banking sector

Emerson Wagner Mainardes, Lázaro Silva Rodrigues, Aridelmo Teixeira

The purpose of this paper is to verify the relationship of job satisfaction in the banking sector with its antecedent constructs (financial rewards and psychological rewards) and…

The impact of affective orientation on bank preference as moderated by cognitive load and brand story style

Danny Tengti Kao, Pei-Hsun Wu

The competition among banks in Taiwan is fierce. The financial services offered by banks are highly similar and banks attempt to devise a variety of marketing campaigns to gain…

Determinants of credit card misuse among Gen Y consumers in urban Malaysia

Rozaimah Zainudin, Nurul Shahnaz Mahdzan, Ming-Yee Yeap

The concept of “buy now pay later” leads Malaysian Generation Y (Gen Y) to excessively use their credit cards for spending. To gauge the extent of this worrisome scenario, the…

Pricing power in insurance markets: evidence from South Africa

Abdul Latif Alhassan, Nicholas Biekpe

In less competitive markets, firms with market power are likely to exercise pricing power by setting output prices above their marginal cost, inducing welfare losses from resource…