Journal•ISSN: 0265-2323
International Journal of Bank Marketing
Emerald Publishing Limited
About: International Journal of Bank Marketing is an academic journal published by Emerald Publishing Limited. The journal publishes majorly in the area(s): Financial services & Retail banking. It has an ISSN identifier of 0265-2323. Over the lifetime, 1423 publications have been published receiving 81080 citations. The journal is also known as: The International journal of bank marketing.
Topics: Financial services, Retail banking, Customer satisfaction, Service (business), Service quality
Papers published on a yearly basis
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TL;DR: In this paper, a survey was conducted to understand the factors affecting the adoption of Internet banking by Australian consumers and showed that security concerns and lack of awareness about Internet banking and its benefits stand out as being the obstacles to the adoption in Australia.
Abstract: Quantifies the factors affecting the adoption of Internet banking by Australian consumers. The sample for this survey was drawn from individual residents and business firms in Australia. Shows that security concerns and lack of awareness about Internet banking and its benefits stand out as being the obstacles to the adoption of Internet banking in Australia. Suggests some of the ways to address these impediments. Further suggests that delivery of financial services over the Internet should be a part of overall customer service and distribution strategy. These measures could help in rapid migration of customers to Internet banking, resulting in considerable savings in operating costs for banks.
1,226 citations
TL;DR: In this article, the authors investigated the major determinants of customer satisfaction and future intentions in the retail bank sector and identified the determinants which include service quality dimensions (e.g., getting it right the first time), service features, service problems, service recovery and products used.
Abstract: Points out that customer satisfaction and retention are critical for retail banks, and investigates the major determinants of customer satisfaction and future intentions in the retail bank sector. Identifies the determinants which include service quality dimensions (e.g. getting it right the first time), service features (e.g. competitive interest rates), service problems, service recovery and products used. Finds, in particular, that service problems and the bank’s service recovery ability have a major impact on customer satisfaction and intentions to switch.
933 citations
TL;DR: In this article, the authors investigated how image, perceived service quality and satisfaction determine loyalty in a retail bank setting at the global construct level, as well as the level of construct dimensions.
Abstract: This article investigates how image, perceived service quality and satisfaction determine loyalty in a retail bank setting at the global construct level, as well as the level of construct dimensions. At the global level the results of a large‐scale empirical study reveal that image is indirectly related to bank loyalty via perceived quality. In turn, service quality is both directly and indirectly related to bank loyalty via satisfaction. The latter has a direct effect on bank loyalty. At the level of the dimensions underlying aforementioned constructs, it becomes clear that reliability (a quality dimension) and position in the market (an image dimension) are relatively important drivers of retail bank loyalty.
838 citations
TL;DR: Wang et al. as mentioned in this paper investigated the market status for online/mobile banking in China and found that Chinese online and mobile bank users were predominantly males, not necessarily young and highly educated, in contrast with the electronic bank users in the West.
Abstract: Purpose – The aim of this study is to investigate the market status for online/mobile banking in China. With the recent and forecasted high growth of Chinese electronic banking, it has the potential to develop into a world‐scale internet economy and requires examination.Design/methodology/approach – The demographic, attitudinal and behavioural characteristics of online and mobile bank users were examined. Respondents from six major Chinese cities participated in the consumer survey.Findings – The results showed Chinese online and mobile bank users were predominantly males, not necessarily young and highly educated, in contrast with the electronic bank users in the West. The issue of security was found to be the most important factor that motivated Chinese consumer adoption of online banking. Main barriers to online banking were the perception of risks, computer and technological skills and Chinese traditional cash‐carry banking culture. The barriers to mobile banking adoption were lack of awareness and un...
762 citations
TL;DR: In this paper, an exploratory study of consumer acceptance of Internet banking services is conducted in a Turkish bank, and the results suggest that IB not only reduces operational cost to the bank, but also leads to higher levels of customer satisfaction and retention.
Abstract: An exploratory study of consumer acceptance of Internet banking (IB) services is conducted in a Turkish bank. Examines both consumer‐related factors that may affect the adoption of an innovation or a product (such as complexity, perceived risk, and relative advantage) as well as organizational factors such as marketing effort. The results suggest that IB not only reduces operational cost to the bank, but also leads to higher levels of customer satisfaction and retention. Accordingly, it is argued that IB is strategically important to the banking sector in an emerging economy, such as in Turkey.
756 citations