International Journal of Bank Marketing最新文献

{"title":"A meta-analysis of satisfaction in mobile banking: a contextual examination","authors":"Poonam Kumar, Sumedha Chauhan, Satish Kumar, Prashant Gupta","doi":"10.1108/ijbm-04-2023-0236","DOIUrl":"https://doi.org/10.1108/ijbm-04-2023-0236","url":null,"abstract":"<h3>Purpose</h3>\u0000<p>In mobile banking (m-banking), understanding the factors contributing to customer satisfaction is crucial for bank managers to design effective strategies for enhancing the uptake of mobile banking services. This study assesses the relationships between quality, technology acceptance and credibility factors and behavioural outcomes (actual use, continuance intention and loyalty) and satisfaction with m-banking. It further investigates the moderating influence of economy type, innovation level, connectivity level and sample size on all these relationships.</p><!--/ Abstract__block -->\u0000<h3>Design/methodology/approach</h3>\u0000<p>The study employs a meta-analysis technique and reviews 54 published studies to investigate the antecedents and consequences of satisfaction with m-banking.</p><!--/ Abstract__block -->\u0000<h3>Findings</h3>\u0000<p>The study finds a significant relationship between satisfaction with m-banking and quality, technology acceptance and credibility factors and behavioural outcomes. It concludes that the moderating effect of economy type, innovation level, connectivity level and sample size partially moderate the majority of the hypothesized relationships.</p><!--/ Abstract__block -->\u0000<h3>Research limitations/implications</h3>\u0000<p>Drawing on a comprehensive literature review, this study presents a novel framework elucidating the antecedents and behavioural outcomes of satisfaction with mobile banking. It contributes to the literature by exploring the moderating effects of sample size and country context on the relationships between these factors, presenting important implications for future mobile banking research.</p><!--/ Abstract__block -->\u0000<h3>Practical implications</h3>\u0000<p>This study has practical implications for m-banking service providers, offering insights into the factors that drive user satisfaction with mobile banking and highlighting the need for tailored strategies in different country contexts.</p><!--/ Abstract__block -->\u0000<h3>Originality/value</h3>\u0000<p>This study examines the effects of factors leading to satisfaction and the subsequent outcomes within the context of m-banking. The findings offer fresh perspectives that can be valuable for managers and policymakers, enabling them to enhance customer satisfaction in the realm of m-banking.</p><!--/ Abstract__block -->","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"26 4","pages":""},"PeriodicalIF":5.3,"publicationDate":"2023-11-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138504244","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Mobile banking service quality and continuance intention: mediating role of satisfaction: a two-stage structural equation modeling-artificial neural network approach","authors":"Laxman Pokhrel, Anup K.C.","doi":"10.1108/ijbm-11-2022-0512","DOIUrl":"https://doi.org/10.1108/ijbm-11-2022-0512","url":null,"abstract":"Purpose The purpose of this paper is to investigate the mediating role of satisfaction (SAT) in relation to mobile banking service quality (MB-SQ) and continuance intention (CI) among Nepali mobile banking users. Design/methodology/approach The paper adopted a quantitative approach and cross-sectional survey research design. Data were collected with structured questionnaires from 326 mobile banking users. A partial least squares structural equation modeling (PLS-SEM) and artificial neuro network (ANN) approach were applied to examine hypotheses. Findings Results confirm a significant positive influence of MB-SQ on SAT and CI of mobile banking adoption. Moreover, MB-SQ partially mediates the relationship between SAT and CI of mobile banking adoption. Research limitations/implications Based on the findings of this research, theoretically, this paper attempted to investigate the mediating role of MB-SQ in the CI of mobile banking, and managerially, mobile banking service providers could have insights on designing mobile banking service marketing strategy. Originality/value This paper is among the earliest studies to investigate the role of MB-SQ as a higher-order reflective-reflective construct on CI. Moreover, the endogeneity issue has been tested, and ANN has been applied to investigate the predictive relevance of SAT and MB-SQ on CI of mobile banking users. Furthermore, the authors have delved into the ongoing discourse surrounding Generation Y and Generation Z, exploring their implications on CI within the realm of mobile service quality. It provides a critical juncture for understanding continuance intention in the mobile service quality context.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"4 4","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-11-16","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136227900","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The moderating role of high- and low-involvement product types on customer loyalty and satisfaction in banking: an Australian perspective","authors":"Mercedez Hinchcliff, Elias Kyriazis, Grace McCarthy, Michael Mehmet","doi":"10.1108/ijbm-01-2023-0027","DOIUrl":"https://doi.org/10.1108/ijbm-01-2023-0027","url":null,"abstract":"Purpose The study aims to develop a holistic model identifying the constructs that impact customer loyalty in retail banking and introduce product type as a moderating variable to the model. Design/methodology/approach A conceptual model of customer loyalty is introduced and empirically tested with 416 valid samples obtained from Australian retail banking customers. The data were analysed using partial least squares structural equation modelling and multigroup analysis. Findings This study confirms the moderating effect of high- and low-involvement products on the relationship between customer loyalty and satisfaction, trust, service quality, commitment and perceived value. Surprisingly, the effect of satisfaction on loyalty was much stronger with low-involvement product types and the effect of commitment on loyalty was much stronger with customers who utilise high-involvement products. Research limitations/implications The study uses a sample population in Australia who utilise one of the top four banks and investigates three product types. Further research could expand the product selection and include customers who use credit unions and other banks not in the top four categories. Originality/value This study is the first to confirm the moderating effect product type has on the customer loyalty relationship in retail banking in regard to high- and low-involvement product categories. The research provides a deeper understanding of the factors that influence customer loyalty and identifies which types of products influences customer loyalty the most. Additionally, this study highlights the importance of understanding the different needs and priorities of customers using different product types in order to effectively influence their loyalty.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"6 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-11-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136229278","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"“One size doesn't fit all”. Bank switching decisions and customer vulnerability in Europe","authors":"Marcos Fernández-Gutiérrez, John Ashton","doi":"10.1108/ijbm-03-2023-0141","DOIUrl":"https://doi.org/10.1108/ijbm-03-2023-0141","url":null,"abstract":"Purpose This paper examines the relationships between bank switching and both customer vulnerability and consumer-oriented policies (financial education and disclosure practices). Design/methodology/approach The analysis employs microdata from the Special Eurobarometer on Financial Products and Services, for 24 European nations. It carries out a probit estimation on the factors explaining propensity of bank switching, focusing on three characteristics associated with customer vulnerability: an advanced age, low educational attainment and residence in a rural or a relatively poor region. Findings The authors report that the probability of bank switching is significantly lower for three groups of vulnerable customers: the elderly, the less educated and those living in deprived regions. Further the authors identify that national financial education policies and disclosure practices have no significant effects on bank switching. Research limitations/implications Based on these results, the authors propose more targeted policies recognising customers' heterogeneity are required to increase bank switching behaviour. Originality/value This paper exploits a unique source of information on bank switching behaviour and customer characteristics across European nations. These data are complemented with information about consumer financial education policies and disclosure practices from the World Bank and geographical, market and regulatory factors at the regional and national levels. The paper contributes to two academic areas. First, it presents further evidence on heterogeneity of bank customer switching behaviour, addressed at improving the understanding of customer vulnerability in banking services. Second, it examines the efficacy of consumer-oriented policies (financial literacy and disclosure practices) in encouraging bank switching.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"62 12","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-11-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135092284","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"How do customer-related characteristics influence frontline bank employees' boundary spanning behaviors?","authors":"Myoung-Soung Lee, Jaewon Yoo","doi":"10.1108/ijbm-12-2022-0541","DOIUrl":"https://doi.org/10.1108/ijbm-12-2022-0541","url":null,"abstract":"Purpose This study investigated the influence of ambiguous customer expectations and customer demandingness, which reflect hindrance and challenge demands, on the boundary spanning behaviors (BSBs) of frontline bank employees (FBEs) through person-job fit and work engagement. It also examined the moderating effect of customer stewardship between job demands and work engagement. Design/methodology/approach Data of 296 FBEs in the retail banking industry in the Republic of Korea were collected through an online survey and analyzed. Findings Ambiguous customer expectations acted as hindrance demands and negatively affected FBEs' psychological process. Additionally, customer demandingness positively affected FBEs' psychological process as challenge demands. Moreover, person-job fit and work engagement improved the BSBs of FBEs as a psychological motivation process. Lastly, customer stewardship buffered the negative influence of ambiguous customer expectations on work engagement while strengthening the positive influence of customer demandingness on work engagement. Originality/value This study contributes to the marketing literature by presenting customer-related characteristics influencing the BSBs of FBEs and exploring the psychological response processes. First, this study presents empirical evidence that ambiguous customer expectations and customer demandingness play the role of hindrance and challenge demands, respectively. Second, it confirms that customer-related characteristics affect the BSBs of FBEs through psychological processes. Finally, it enriches the authors' understanding of customer stewardship as a job resource by exploring the role of customer stewardship in moderating the relationship between different types of job demands and work engagement.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"53 9","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-11-07","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135432333","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"How do irresponsibility attributions affect organisational reputation? Evidence from the banking industry","authors":"Grzegorz Zasuwa, Grzegorz Wesołowski","doi":"10.1108/ijbm-02-2023-0099","DOIUrl":"https://doi.org/10.1108/ijbm-02-2023-0099","url":null,"abstract":"Purpose This study examines how potentially irresponsible banking operations affect organisational reputation. A moderated mediation model is applied to explain how major aspects of social irresponsibility affect the relationship between consumer awareness of allegedly irresponsible operations, blame and bank reputation. The empirical context is the Swiss franc mortgage crisis that affected the banking industry in most Central and Eastern European countries. Design/methodology/approach The research study uses data collected from a large survey (N = 1,000) conducted among Polish bank consumers, including those with mortgage loans in Swiss francs. To test the proposed model, the authors use Hayes' process macro. Findings The findings show that blame fully mediates the effects of corporate social irresponsibility (CSI) awareness on organisational reputation. Three facets of social irresponsibility moderate this relationship. Specifically, the perceived harm and intentionality of corporate culprits cause people to be more likely to blame a bank for the difficulties posed by indebted consumers. At the same time, the perceived complicity of consumers in misselling a mortgage reduces the level of blame and its subsequent adverse effects on bank reputation. Originality/value Although a strong reputation is crucial in the financial industry, few studies have attempted to address reputational risk from a consumer perspective. This study helps to understand how potentially irresponsible selling of a financial product can adversely affect a bank's reputation.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"58 ","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135929312","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Do sustainable banking practices enhance the sustainability performance of banking institutions? Direct and indirect effects","authors":"Abu Bakkar Siddik, Li Yong, Arshian Sharif","doi":"10.1108/ijbm-02-2023-0109","DOIUrl":"https://doi.org/10.1108/ijbm-02-2023-0109","url":null,"abstract":"Purpose There is a dearth of empirical research examining the influence of various facets of sustainable banking on the environmental sustainability performance (SP) of banks in developing economies like Bangladesh. This study looks at how green banking practices (GBPs), green finance (GF) and corporate social responsibility (CSR) practices affect SP in both direct and indirect ways. Design/methodology/approach The research framework of this study was designed based on legitimacy theory to examine the direct and indirect impacts of GBP on environmental SP through GF and CSR practices. Based on a structured questionnaire and convenience sampling, the data were collected from banking institutions to investigate the association among the study variables. Subsequently, the obtained data were evaluated using a well-established structural equation modeling (SEM) approach via SmartPls 4.0 software. Findings The empirical findings reveal that GBP has a significant direct impact on GF, CSR practices and the banks' SP. Further, the findings show that GF has a direct and significant impact on CSR practices and SP. Likewise, CSR practices have a direct and significant influence on the SP of banks. Additionally, among indirect effects, both CSR practices and GF mediate the association between GBP and SP, whereas GF also has an indirect effect on the relationship between GBP and CSR practices. Surprisingly, the findings demonstrate that CSR practices do not have an indirect effect on the association between GF and SP. Hence, the greater the bank's involvement in green banking activities, the greater the influence of green financing and CSR practices on environmental sustainability. Originality/value This study adds to the growing body of research in the areas of sustainable banking and environmental sustainability literature by evaluating the link between GBP, CSR practices, GF and SP. Besides, this is a ground-breaking study that examines both direct and indirect effects of different aspects of sustainable banking (GBP, GF and CSR practices) on the SP of the banking industry in an emerging country like Bangladesh. On the theoretical level, it adds to the application and expansion of legitimacy theory in the sphere of banking and finance. It provides new insights into the dynamics of green banking, GF and CSR practices within the framework of legitimacy theory. Hence, the current study offers significant suggestions to managers, academicians and researchers on how to advance the sustainability of the banking industry by adopting green banking, GF and CSR practices.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"35 8","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136105094","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Factors affecting merchants' acceptance of P2P m-payments: a multigroup moderating effect of gender, age, and experience","authors":"Sadrac Jean Pierre, Claudel Mombeuil","doi":"10.1108/ijbm-04-2023-0230","DOIUrl":"https://doi.org/10.1108/ijbm-04-2023-0230","url":null,"abstract":"Purpose This paper hypothesized that perceived relative advantage and perceived compatibility would have a positive effect on merchants' intention to accept payments via P2P mobile payment services, while perceived financial risks and perceived costs would have a negative effect. The study also explored the differences in gender, age and experience. Design/methodology/approach The proposed model is based on the valence framework, where positive utility is represented by relative advantage and perceived compatibility, while negative utility is represented by perceived risks and perceived costs. The data for this study were collected from small business owners (merchants) at the largest public market in the Center Department of Mirebalais, Haiti, using a purposive sampling method. Findings The results of a structural equation modeling on a sample of 339 merchants only confirmed the effect of both perceived comparative advantage and perceived compatibility. Furthermore, the multigroup analysis revealed that the perceived comparative advantage is stronger for female merchants, older age groups and merchants who frequently used P2P m-payment for the transfer of remittances. Perceived compatibility is stronger for male merchants, younger age groups and merchants who occasionally used P2P m-payment for the transfer of remittances. Originality/value This study was conducted in the economic context of Haiti, where P2P m-payments are commonly used for transferring remittances. Since there are limited studies that examine P2P m-payment acceptance from the perspective of merchants, this study offers valuable insights.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"109 8","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135219399","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Redefining banks in the digital era: a typology of banks and their research, managerial and policy implications","authors":"Emmanuel Mogaji","doi":"10.1108/ijbm-06-2023-0333","DOIUrl":"https://doi.org/10.1108/ijbm-06-2023-0333","url":null,"abstract":"Purpose This study aims to shed light on the evolving nature of banks in the digital era and the implications for bank marketing and management. The research addresses the need for a comprehensive typology of banks that integrates fintech and explores how traditional and app-only banks strategically position their brands. The key argument is that understanding the changing landscape of banking and the impact of technological advancements is crucial for banks to navigate the challenges and opportunities presented by fintech and digital transformation. Design/methodology/approach This study examines literature and practices to develop a typology of banks, describing their characteristics, strengths, weaknesses and providing examples. It also proposes new research agendas for scholars and practitioners in the field. Findings This paper introduces a typology of banks based on their adoption of fintech and digital technologies. Three distinct types of banks are identified: Traditional banks adopting FinTech (TBAF), Traditionally Driven Neo Banks (TDNBs) and Digitally Driven Neo Banks (DDNBs). TBAF are traditional banks that have embraced fintech solutions to enhance their operations and customer experiences. TDNBs represent a hybrid model, combining the trusted brand and infrastructure of traditional banks with the digital capabilities and agility of neo banks. DDNBs are purely digital banks that operate exclusively online, offering innovative and user-friendly banking services. Originality/value This study is a pioneering work that classified banks based on their utilization of fintech and digital technologies. The study provides a typology of banks based on fintech adoption, offering valuable insights for bank managers, policymakers and researchers. The research also outlines a research agenda, suggesting future investigations to further enhance understanding of the evolving banking landscape and its implications.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"77 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135567441","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Microfinance institutions managers' motivation towards environment protection through green microfinance: the case of the developing country of Cabo Verde","authors":"Zenaida Neves Leite, Elisabete Sampaio Sá","doi":"10.1108/ijbm-02-2023-0116","DOIUrl":"https://doi.org/10.1108/ijbm-02-2023-0116","url":null,"abstract":"Purpose The paper explores the beliefs and perceptions of microfinance institution (MFI) managers about environmental threats and the role that green microfinance can play in mitigating them, to assess their influence on these institutions' engagement in green activities. Design/methodology/approach Drawing on protection motivation theory, the study follows a qualitative case study approach, focusing on the MFIs of the developing country of Cabo Verde. Findings Findings indicate that MFI managers understand and are aware of the environmental threats and identify their customers as the most vulnerable to them. They seem motivated to increase their green activity in the future as it is generally seen as effective in mitigating the problems. However, their response capacity is hindered by limitations such as a lack of financial conditions and technical environmental knowledge. Social implications MFIs play an important role in promoting self-employment and breaking the poverty cycle, but their funds are also often used to develop environmentally damaging practices. Green microfinance can contribute to targeting a triple bottom line; considering together people, profit and the planet, provided implementation challenges are addressed. Originality/value Although the environmental behaviour of MFIs has been previously studied, the understanding of the core beliefs of MFI managers that can support their environmental actions is still limited. Thus, the study contributes to advancing the knowledge of green microfinance by considering individual-level factors in understanding organisational greening.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":"26 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135944685","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}