Journal ArticleDOI
Trust‐based segmentation: Preliminary evidence from technology‐enabled bank channels
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In this article, the authors investigated the possibility of using trust in two self-service bank channels: internet, and phone banking, to segment potential users of these channels, using data from a survey of 762 real bank customers.Abstract:
Purpose – Trust has proven to be a key variable in understanding and predicting consumer behavior in the self‐service technology and e‐commerce contexts. However, it has never been examined as a segmentation variable. This study seeks to investigate the possibility of using trust in two self‐service bank channels: internet, and phone banking, to segment potential users of these channels.Design/methodology/approach – Using data from a survey of 762 real bank customers discriminant analysis is used to test variables differentiating two groups of customers having, respectively, “high” and “low” trust in internet and phone banking.Findings – Results show that the groups of “high” and “low” channel‐trustors are different in a number of attitudinal, behavioral and psychographic criteria. In addition, the two groups react differently in terms of intention to use internet, and phone banking.Research limitations/implications – This work contributes to existing literature on trust by opening an additional use of an...read more
Citations
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Journal ArticleDOI
Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non‐Muslim customers in Malaysia
TL;DR: In this article, the authors investigate customer satisfaction and its effect on image, trust, and customer loyalty for Islamic banks, and find that customer satisfaction has a significant relationship with image, image has an important relationship with trust.
Journal ArticleDOI
Trust, commitment, customer intimacy and customer loyalty in Islamic banking relationships
TL;DR: The role of commitment and customer intimacy as a mediator between trust and customer loyalty indicates that customers are committed to continuing and maintaining the relationships with Islamic banks as discussed by the authors, but no significant relationship was found with customer loyalty.
Journal ArticleDOI
Consumer perspectives about mobile banking adoption in India – a cluster analysis
Deepak Chawla,Himanshu Joshi +1 more
TL;DR: In this paper, the authors identify which factors influence mobile banking adoption and examine those factors for segmentation, using a sample of Indian consumers, in which 59 statements were identified based on a literature review, focus group discussions and personal interviews.
Journal ArticleDOI
Examining customers’ continuance intentions towards internet banking usage
TL;DR: In this paper, the authors identify factors that affect continuance intention towards internet banking usage using the institutional trust theory and find that information quality, service quality, privacy and security concerns are significant predictors of both trust and satisfaction.
Journal ArticleDOI
Internet banking diffusion
Samer Takieddine,Jun Sun +1 more
TL;DR: The results indicate that the effects of socio-economic and technology-related factors on Internet banking diffusion are fully mediated by Internet access, and suggest that national culture is an important moderator as it make differences in Internet bank diffusion as well as Internet access across different country groups.
References
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The theory of planned behavior
TL;DR: Ajzen, 1985, 1987, this article reviewed the theory of planned behavior and some unresolved issues and concluded that the theory is well supported by empirical evidence and that intention to perform behaviors of different kinds can be predicted with high accuracy from attitudes toward the behavior, subjective norms, and perceived behavioral control; and these intentions, together with perceptions of behavioral control, account for considerable variance in actual behavior.
Journal ArticleDOI
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
Journal ArticleDOI
Multivariate Data Analysis
TL;DR: In this paper, a six-step framework for organizing and discussing multivariate data analysis techniques with flowcharts for each is presented, focusing on the use of each technique, rather than its mathematical derivation.
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Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research
Martin Fishbein,Icek Ajzen +1 more
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Multivariate data analysis
TL;DR: This chapter discusses Structural Equation Modeling: An Introduction, and SEM: Confirmatory Factor Analysis, and Testing A Structural Model, which shows how the model can be modified for different data types.
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