Souheila Kaabachi, Selima Ben Mrad and Bay O’Leary
The purpose of this paper is to explore how variables like propensity to trust, website usability, social influence, customer awareness about internet-only banks (IOBs) and…
Abstract
Purpose
The purpose of this paper is to explore how variables like propensity to trust, website usability, social influence, customer awareness about internet-only banks (IOBs) and perceived compatibility influence customers’ initial trust formation toward IOBs’ acceptance. The model is based on the technology acceptance model, diffusion of innovation theory and theory of reasoned action.
Design/methodology/approach
A non-probability convenience sample of 239 IOBs’ potential adopters from France was used to test the structural equation model between initial trust antecedents and IOB’s usage intention.
Findings
Findings confirm the important role of trust in initiating customers’ relationship with IOBs and show that social influence, compatibility and website usability contribute the most to IOB’s initial trust formation. Indeed, it has been found that the level of consumer information about IOBs and propensity to trust have a moderate impact on consumer’s initial trust. Results revealed that there is a general lack of consumer’s awareness about IOB’s services features.
Practical implications
To promote the trustworthiness of their sites and services to potential consumers, IOBs should enhance WOM by using social network applications. IOBs need to develop marketing communication campaigns in which they can educate potential customers about IOB’s features. In addition, IOBs should demonstrate to their customers that IOBs’ banking system is consistent with their current lifestyle. IOBs are encouraged to develop a favorable impression by investing heavily on their website usability and information design.
Originality/value
This study contributes significantly to the marketing research literature related to consumer trust and electronic banking literature. Indeed, only a few marketing studies have been conducted about IOBs. The results show the role played by initial trust formation in the case of IOBs. In addition, it points out the importance of five trust cues: individual cues, knowledge cues, institutional cues, cognitive cues and social cues (social influence).
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Louise Ritchie, Pauline Banks, Michael Danson, Debbie Tolson and Fiona Borrowman
Recent changes affecting state pension age, and earlier diagnosis, will result in more people with dementia in employment. The purpose of this paper is to establish the nature of…
Abstract
Purpose
Recent changes affecting state pension age, and earlier diagnosis, will result in more people with dementia in employment. The purpose of this paper is to establish the nature of support that would enable/enables people with dementia or mild cognitive impairment to continue employment post diagnosis.
Design/methodology/approach
An integrative review was carried out supported by information derived from a thematic analysis of data from interviews with seven relatives supporting a younger person with dementia and one person with dementia.
Findings
Six papers were identified for inclusion in the review. Findings from the published papers and interviews indicated that work is a significant issue for people with dementia highlighting problems with job retention, work performance and the impact of diagnosis.
Research limitations/implications
The review highlighted a dearth of high-quality research in the area. Although employment was not the main focus of the interviews, the extracts highlight some of the challenges that face people who develop dementia while of working age, their families, and employers.
Practical implications
Vocational rehabilitation is primarily carried out by allied health professionals; however, there is a lack of research evidence relating to people with dementia in the workplace. Further research is needed in order to inform future practice.
Social implications
Loss of employment deprives families of financial security and employers of a skilled employee.
Originality/value
This is the first review to focus on dementia in employment, providing a starting point on which to base future research in this area.
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Pauline W.J. van Esterik-Plasmeijer and W. Fred van Raaij
The purpose of this paper is to test a model of banking system trust as an antecedent of bank trust and bank loyalty. Six determinants of trust and loyalty are included…
Abstract
Purpose
The purpose of this paper is to test a model of banking system trust as an antecedent of bank trust and bank loyalty. Six determinants of trust and loyalty are included: competence, stability, integrity, customer orientation, transparency, and value congruence. The study provides insights which determinants are crucial for explaining bank trust and bank loyalty, and thus for rebuilding trust and loyalty.
Design/methodology/approach
Survey among 1,079 respondents of 18 years and older in The Netherlands on person trust, system trust, bank trust, and their scores on determinants of trust and loyalty. Structural equations modeling (AMOS) has been performed to provide insights into the relationships between concepts such as person trust, system trust, bank trust, and bank loyalty. The importance of determinants to explain bank trust and bank loyalty has been assessed as well.
Findings
Integrity is the most important determinant of bank trust. Transparency, customer orientation, and competence are also significant. Trust is a strong predictor of loyalty. Determinants explaining bank loyalty are: competence, stability, transparency, and value congruence. System trust is also a determinant of bank trust. The meaning of these results is discussed in the paper, as well as the managerial implications of these findings.
Research limitations/implications
Data were collected in May 2014 with a large sample, when the financial crisis came to an end. Distrust still remained as a consequence of the crisis. Banks are now rebuilding trust and loyalty. This research provides indications which determinants of trust and loyalty are important in this process and should be focused upon. A longitudinal study how trust and loyalty are developing would give insights and feedback on managerial actions.
Practical implications
Results provide insights into the causes and reasons of (dis)trust. From this study, banks get insights with a priority matrix which determinants are below par but important for specific banks and should be focused on and improved at the short term.
Social implications
Trust in banks and other financial institutions is crucial for the functioning of the banking system and for society at large. Restoring trust is a matter of fundamental changes of the bank-customer relationships, not only by communication but by sincere behavior (integrity) and benevolence in the customer interest.
Originality/value
The authors are not aware of research using all six determinants (competence, stability, integrity, customer orientation, transparency, and value congruence) to explain and predict bank trust and bank loyalty, and their implications for trust and loyalty in banks.
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This paper aims to investigate the role of bank reputation (via its proposed dimensions) in influencing bank trust and its subsequent effect on the loyalty of the customer. The…
Abstract
Purpose
This paper aims to investigate the role of bank reputation (via its proposed dimensions) in influencing bank trust and its subsequent effect on the loyalty of the customer. The study has also explored the moderating role of bank type (public vs private bank) in the relationship between the dimensions of bank reputation and bank trust.
Design/methodology/approach
A total of 651 questionnaires were distributed to the customers of public and private bank, whereas only 375 usable responses were obtained. Questionnaires were given to the respondents through the visit of few interviewers to several private and public banks in Delhi and NCR region during December 2019 to February 2020. A screening question was included in the beginning of the questionnaire (i.e. Do you trust your bank?). Non-random sampling technique was used for data collection, and the research design was cross-sectional. The proposed framework was tested with the help of structural equation modeling.
Findings
The findings of the study show that all the proposed dimensions (i.e. service quality, stability, customer centricism and corporate performance) of corporate reputation/bank reputation significantly affect bank trust. Also, the effect of bank trust on loyalty was found significant. Bank type emerged as a significant moderator between the dimensions of bank reputation and bank trust. It shows that the effect of service quality, stability, customer centricism and corporate performance on bank trust significantly differs in public vs private banks. Customer centricism is perceived to be high in private banks, whereas all the other three dimensions are obtained to be higher in public sector banks according to the findings of the study.
Practical implications
The presented framework in the study has covered all the significant antecedents of bank trust and its subsequent effect on loyalty. The findings of the paper are useful to several stakeholders, including bank managers, regulators, investors and depositors. The study shows that bank reputation affects trust and loyalty in the long run. This relationship can be used by bank managers for gaining the trust of customers and building loyalty. It also helps in making strategies by banks for targeting customers. Stability is a very crucial factor for a developing economy. The bank regulators can use these results for ensuring the soundness of the banking system and for providing a stable environment for customers. Bank depositors and investors can also use the findings of the study for analyzing the factors that affect their bank selection decision.
Originality/value
The present research shows that bank type moderates the relationship of the dimensions of bank reputation and bank trust in an emerging economy in Asia.
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Ian Seymour Yeoman and Pauline Joy Sheldon
As the Journal of Tourism Futures (JTF) celebrates its 10th Anniversary, Dr Ian Yeoman (Hotel Management School Leeuwarden) interviews Emeritus Professor Pauline Sheldon…
Abstract
Purpose
As the Journal of Tourism Futures (JTF) celebrates its 10th Anniversary, Dr Ian Yeoman (Hotel Management School Leeuwarden) interviews Emeritus Professor Pauline Sheldon (University of Hawaiʻi) about transformation and the regenerative future of tourism, a special issue published by the journal in 2022.
Design/methodology/approach
A personal interview.
Findings
Emeritus Professor Pauline Sheldon highlights the importance of regenerative tourism for the future and the role the JTF plays in this field. In particular, Sheldon highlights the pioneering research and practice of Dr Dianne Dredge, who has championed a pathway on regenerative tourism.
Originality/value
The interview provides insights into the directions of regenerative tourism and research about the future of tourism.
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Muhammad Shakil Ahmad, Shahid Rashid and Ehtisham‐Ul‐Mujeeb
The purpose of this study is to observe and analyze current banking practices in Pakistan, regarding the electronic customer relationship management system (ECRM). The aim is to…
Abstract
Purpose
The purpose of this study is to observe and analyze current banking practices in Pakistan, regarding the electronic customer relationship management system (ECRM). The aim is to explore the variables in relation to operational problems that may occur with banks that use ECRM and the customer's perception of the usage of e‐banking.
Design/methodology/approach
The research design is divided into two sections using both qualitative as well as quantitative methods to represent the results. The first section explores the variables related to the operational problems with e‐banking while the second section discusses the variables related to the customer's perception of the usage of e‐banking systems. Descriptive statistics are used to define the demographic variables while correlation is used to describe the operational problems. Cross case analysis is used to present the customer perception of e‐banking practices. In total, 40 staff members and four customers are selected as samples for this study. SPSS was used for data analysis.
Results
Data analysis shows that customers are not ready to adopt new technologies, which results in a low level of satisfaction with e‐banking. Internet speeds and government policies are also not supportive of e‐banking in Pakistan. Owing to a lack of trust in technology and a low computer literacy rate, customers hesitate to adopt new technology. On the other hand, internet rates are too high and provided speed is in Kb/s.
Practical implications
The results of this study will provide some ideas and practical suggestions, which can be implemented, particularly with E‐banking in order to improve its continuance (i.e. customer satisfaction strategies as an effective means of maintaining the subscriber base, market share and the overall revenue of online banking).
Originality/value
The paper delineates the importance of understanding e‐banking in Pakistan and the reasons why more customers avoid using electronic banking.
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States that there are concerns within the banking industry that its image may be confused, which raises the question, by what criteria do the stakeholders perceive their banks…
Abstract
States that there are concerns within the banking industry that its image may be confused, which raises the question, by what criteria do the stakeholders perceive their banks and, consequently, how can banks establish programmes to develop their image? Concludes that Britons are largely satisfied with the performance of banks, and are less antagonistic than the media indicate.
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Information can be retrieved by direct interrogation of a remote computer by means of a keyboard terminal and a telephone. The advantages of such an online system are fast access…
Abstract
Information can be retrieved by direct interrogation of a remote computer by means of a keyboard terminal and a telephone. The advantages of such an online system are fast access to large quantities of data and the opportunity to refine the enquiry by conversing with the computer. At present, data bases can be used to determine if a translation of a document, or an alternative, already exists. They can assist with translating particular words or phrases, especially in new subject areas. In the future, online systems may be exploited to produce more sophisticated aids, reflecting the structure of language.