International Journal of Bank Marketing: Volume 6 Issue 4

Customers' Perceptions of Service Quality in Financial Institutions

Gaston LeBlanc, Nha Nguyen

Increasing competition on international markets has led many companies to consider quality as a strategic tool capable of influencing market share and return on investment. Yet a…

Commercial Banking in Canada: A Study of the Selection Criteria and Service Expectations of Treasury Officers

Jerry Rosenblatt, Michel Laroche, Alan Hochstein, Ronald McTavish, Maureen Sheahan

Four hundred and twenty‐three Canadian financial officers were asked to participate in a national survey of bank selection criteria. One hundred and seventy questionnaires were…

Technology Acceptance in Canadian Retail Banking: A Study of Consumer Motivations and Use of ATMs

Judith J. Marshall, Louise A. Heslop

In this article the authors report the results of a study of use of automated teller machines (ATMs) in Canada. A total of 255 users and non‐users were interviewed regarding their…

A Cross‐cultural Comparison of Attitudes Towards and Usage of Credit Cards

Jean‐Charles Chebat, Michel Laroche, Helen Malette

A comparison of attitudes towards credit cards and purchase behaviours reveals some major differences between French and English Canadians. The determinants of frequency of usage…

The Canadian Branch Banking System: Cost and Marketing Implications

Devinder K. Gandhi, Lorne N. Switzer

The results of a study on the cost efficiency of expanding and marketing bank services through branching rather than through the formation of new banks are given. Using detailed…