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An institutional perspective on the shifts in banking and capitalist ideology: sustainability, social and environmental insights International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-03-04 Mohamed Saeudy, Khaled Hussainey
Purpose This paper investigates the development of moralised business ideologies (MBIs) amongst sustainable banks as they navigate social and environmental business prospects. Design/methodology/approach Empirical evidence is drawn from top-management-level interviews with 16 UK-based small and medium-sized banks that specialise in financing social and environmental projects. Findings MBIs have emerged
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Assessing the evolution of banking reputation literature: a bibliometric analysis International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-02-28 Rosella Carè, Rabia Fatima, Nathalie Lèvy
Purpose The concept of banking reputation has gained significant attention due to its relevance in the banking industry. A strong reputation has become crucial for a bank’s success, as it affects trust, credibility and stakeholders' perceptions. However, understanding and managing reputation in the banking sector involves several challenges. This study aims to analyze the field of banking reputation
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Impact of security on wallet adoption: multiple and serial mediating roles of trust and attitude and gender as a moderator International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-02-26 Himanshu Joshi, Deepak Chawla
Purpose The study investigates the influence of perceived security (PS) on behavioral intention (BI) via the trust attitude process and explores the moderating effects of gender. PS in mobile wallets enhances user trust (TR), attitude (ATT) and intention (INT). Using a multiple and serial mediation model, both TR and ATT were found to mediate the relationship between PS and BI. Design/methodology/approach
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Effect of organisational culture on employer branding and resultant employee brand equity in the private banking sector International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-02-15 Rajwinder Kaur, Sameer Pingle, Anand Jaiswal
Purpose This research aims to investigate the relationship between employer branding and its antecedent organisational culture within the context of the private banking sector. The study also investigates the relationship between employer branding and employee brand equity as a consequential construct. Additionally, the mediating role of trust and the moderating role of gender in the relationship between
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Emotions, perceived risk and intentions to adopt emerging e-banking technology amongst educated young consumers International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-01-25 Masoome Abikari
Purpose The purpose of this paper is to examine the association between consumers’ emotions towards emerging e-banking technology, perceived risk and subsequent intention to adopt emerging e-banking technology. Design/methodology/approach An online questionnaire was used to collect data, which were analysed in a quantitative study. The final sample of 224 educated young consumers, familiar with emerging
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How explicit consumer credit information affects intent to purchase on credit: an experiment International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-01-25 Kristjan Pulk, Leonore Riitsalu
Purpose Consumer culture is promoting immediate gratification, and the rise of digital financial services is increasing the risk of indebtedness while debt reduces well-being and affects mental health. The authors assess the effects of consumer information provision, debt literacy, chronic debt and attitudes toward debt on the intent to purchase on credit. Design/methodology/approach An online survey
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Enhancing online visibility through strategic alliances: the case of bank-FinTech relationships International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-01-23 Stefano Cosma, Daniela Pennetta
Purpose This work aims to explore the effects of (equity and non-equity) strategic alliances between banks and FinTechs on FinTechs' online visibility. Design/methodology/approach For a sample of 124 Italian FinTechs, the authors measured online visibility through their website ranking (Google PageRank) and website traffic (Google Trends). Consistent to the historical depth of these measures, the authors
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Helping consumers weather the storm: the impact of consumer-targeted resiliency programs on firm value International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-01-19 Navid Bahmani, Atefeh Yazdanparast
Purpose With the goal of helping consumers bounce back from the financial challenges they faced as a result of the COVID-19 pandemic, many firms developed and announced consumer-targeted resiliency programs (e.g. Walgreens waived delivery fees, Associated Bank allowed deferred mortgage payments). However, there is a paucity of research examining the unique features of these programs, and whether firms'
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Augmented reality is the new digital banking – AR brand experience impact on brand loyalty International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-01-11 Asad Hassan Butt, Hassan Ahmad, Asif Muzaffar
Purpose Consumers are increasingly embracing innovative technologies for enhanced experiences. This study delves into the banking consumer brand experience through the lens of augmented reality (AR). The focus is on mobile augmented reality applications within financial institutions, which contribute to a more enjoyable and immersive customer experience. Specifically, the research highlights the utilisation
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Using an extended post-acceptance framework to examine consumer adoption of fintech International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-01-09 Jia Qi, Swarn Chatterjee, Sheri Worthy, Keith Herndon, Bartosz Wojdynski
Purpose Emerging literature on fintech has shown that consumers have been slow to adopt fintech-based products and services. However, limited literature is available regarding the factors associated with consumers' adoption of these products and services. This study aims to investigate the factors that are associated with consumer adoption of fintech-based products and services. Design/methodology/approach
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The impact of institutional pressures on corporate social responsibility and green marketing adoption: an empirical approach in Vietnam banking industry International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-01-10 Anh-Tuan Huynh, Adriana Knápková, Tat-Dat Bui, Tran-Thai-Ha Nguyen
Purpose Institutional pressure and corporate social responsibility (CSR) are gaining increasing recognition in scholarly works; however, there is an apparent and unsettled relationship between these concepts and the concept of green marketing adoption (GMA) that influences efforts to gain a relative competitive advantage (RCA). This study is aimed at examining the roles of institutional pressure and
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Empowering women agriculture entrepreneurs: banks' role in achieving sustainable development goals International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-01-05 Tomisin Adefare, Ogechi Adeola, Emmanuel Mogaji, Nguyen Phong Nguyen, Stephen Alaba Mogaji
Purpose This research aims to explore the role of banks in supporting women agriculture entrepreneurs (WAEs) to contribute towards achieving the Sustainable Development Goals (SDGs). It focusses on the experiences of women entrepreneurs in the agriculture sector, recognising their vital role in driving economic growth and achieving the SDGs. Design/methodology/approach The study utilises the role congruity
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Psychosocial linkages of consumers' income security, financial well-being and social loneliness International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-01-05 Brent Smith, Sereikhuoch Eng
Purpose Extant research suggests that consumers value the pursuit, attainment and retention of income security and financial well-being (FWB). The authors aim to expand the relevant literature by examining how consumers' psychosocial characteristics affect and are affected by the pursuit of those objectives. Design/methodology/approach The authors utilize partial least squares structural equation modeling
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High street banking on the app: branding strategies of traditionally-driven neobanks International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-01-04 Emmanuel Mogaji, Nguyen Phong Nguyen
Purpose Several high street retail banks are extending their brands into digital banking through fully digital, app-only neobanks, which have been described as traditionally-driven neobanks (TDNBs). These TDNBs are considered a form of brand extension, representing the increased complexity of branding banks and financial institutions. This study explicitly addresses the branding strategies employed
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Crypto-wallets revolution! Key factors driving behavioral intention to adopt the Coinbase Wallet using mixed PLS-SEM/fsQCA methodology in the Spanish environment International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-01-03 Eloy Gil-Cordero, Pablo Ledesma-Chaves, Rocío Arteaga Sánchez, Ari Melo Mariano
Purpose The aim of this study is to examine the behavioral intention (BI) to adopt the Coinbase Wallet by Spanish users. Design/methodology/approach A survey was administered to individuals residing in Spain between March and April 2021. There were 301 questionnaires analyzed. This research applies a new predictive model based on technology acceptance model (TAM) 2, the unified theory of acceptance
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Customer loyalty to Islamic mobile banking: evaluating the roles of justice theory, religiosity, satisfaction and trust International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-01-02 Muhammad Muflih, Muhamad Zen, Radia Purbayati, Kristianingsih Kristianingsih, Hennidah Karnawati, Bambang Iswanto, Endang Hatma Juniwati
Purpose This study evaluates the integrative role of justice theory, religiosity, satisfaction and trust in influencing customer loyalty to Islamic mobile banking. Design/methodology/approach This study surveyed 370 customers who used Islamic mobile banking. The authors employed SEM-PLS to estimate the proposed model and answer the hypotheses. Findings Empirical facts show that distributive justice
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The buffering role of collective mindfulness in customer incivility and service sabotage: a multilevel study of Indian banks International Journal of Bank Marketing (IF 5.083) Pub Date : 2024-01-02 Niharika Gaan, Yuhyung Shin
Purpose This study explores the moderated mediation effect, wherein collective mindfulness attenuates the hypothesised relationship between customer incivility, service sabotage and psychological well-being and is supported by the conservation of resources (COR) theory. Design/methodology/approach Multiwave and multisource data were collected from 315 frontline employees (FLEs) working in 32 Indian
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Customer loyalty in the banking sector: a meta-analytic study International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-12-22 Rafaela Nascimento Buhler, Fernando De Oliveira Santini, Wagner Junior Ladeira, Tareq Rasul, Marcelo Gattermann Perin, Satish Kumar
Purpose This study aims to synthesize and integrate findings from diverse research on the antecedents and moderators of customer loyalty in the banking sector. Through a comprehensive meta-analysis, the research seeks to understand the primary drivers of bank loyalty and the potential cultural, economic and social indicators that might influence these relationships. Design/methodology/approach A rigorous
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Gender-related effects of financial knowledge and confidence on preferences for ethical intermediaries and sustainable investments International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-12-19 David Aristei, Manuela Gallo
Purpose This study analyses the role of individuals' objective financial knowledge in shaping preferences for ethical intermediaries and sustainable investments in Italy. Another goal of this study is to assess the impact of individuals' misperceptions about their own financial knowledge and to test for gender-related differences in attitudes towards socially responsible investing (SRI). Design/methodology/approach
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How click-like and online trust matter across generations of bank customers International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-12-04 Lobel Trong Thuy Tran
Purpose This article aims to explore the impact of interpersonal relationship stimuli and click-like on purchase intention across different generations of bank customers, with a focus on the moderating effect of online trust. Design/methodology/approach The sample consists of 435 online bank customers from the Facebook community and the data collection was conducted using an online survey method. The
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Financial inclusion, financial capability and financial fragility during COVID-19 pandemic International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-11-28 Kyoung Tae Kim, Jing Jian Xiao, Nilton Porto
Purpose Financial inclusion can be proxied by banking status. The purpose of this study is to investigate the potential effects of financial capability on the financial fragility of US adults with various banking statuses during the COVID-19 pandemic. Design/methodology/approach This study utilized the 2021 National Financial Capability Study (NFCS) dataset to investigate the relationship between financial
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A meta-analysis of satisfaction in mobile banking: a contextual examination International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-11-24 Poonam Kumar, Sumedha Chauhan, Satish Kumar, Prashant Gupta
Purpose 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
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Mobile banking service quality and continuance intention: mediating role of satisfaction: a two-stage structural equation modeling-artificial neural network approach International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-11-16 Laxman Pokhrel, Anup K.C.
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
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The moderating role of high- and low-involvement product types on customer loyalty and satisfaction in banking: an Australian perspective International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-11-14 Mercedez Hinchcliff, Elias Kyriazis, Grace McCarthy, Michael Mehmet
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
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“One size doesn't fit all”. Bank switching decisions and customer vulnerability in Europe International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-11-10 Marcos Fernández-Gutiérrez, John Ashton
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
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How do customer-related characteristics influence frontline bank employees' boundary spanning behaviors? International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-11-07 Myoung-Soung Lee, Jaewon Yoo
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
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How do irresponsibility attributions affect organisational reputation? Evidence from the banking industry International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-10-31 Grzegorz Zasuwa, Grzegorz Wesołowski
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
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Do sustainable banking practices enhance the sustainability performance of banking institutions? Direct and indirect effects International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-10-30 Abu Bakkar Siddik, Li Yong, Arshian Sharif
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
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Factors affecting merchants' acceptance of P2P m-payments: a multigroup moderating effect of gender, age, and experience International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-10-24 Sadrac Jean Pierre, Claudel Mombeuil
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
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Redefining banks in the digital era: a typology of banks and their research, managerial and policy implications International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-10-20 Emmanuel Mogaji
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
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The effects of the theory of planned behaviour on the switching propensity of retail banking customers at different critical switching incidents International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-10-09 Maria Georgiou, Sofia Daskou, Athanasios Anastasiou, Michailina Siakalli
Purpose The paper aims to explore the effects of the behavioural antecedents suggested by the theory of planned behaviour (TPB) (i.e. positive subjective norms, high perceived behavioural control and positive attitudes towards switching) on the switching propensity of retail banking customers at several critical switching incidents (CSIs) (i.e. events of unfavourable reputation concerning their current
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Exploring the role of analysts in identifying and communicating the value of bank CSR activity International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-10-03 Ruwan Adikaram, Alex Holcomb
Purpose In this study, the authors investigate if analysts, as knowledgeable information intermediaries, can correctly identify bank corporate social responsibility (CSR) activities and can reliably transmit that information to investors. Hence, the authors specifically explore if analysts perceive and behave differentially in the presence of genuine bank CSR activities (strengths). The authors also
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Financial capability and financial anxiety: comparison before and during the COVID-19 pandemic International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-09-26 Jing Jian Xiao, Kexin Meng
Purpose This paper aims to examine and compare the associations between financial capability and financial anxiety (FA) before and during the coronavirus disease 2019 (COVID-19) pandemic. Specifically, financial capability is measured by three indicators: financial knowledge, financial behavior and financial confidence. This study also examines and compares the association among different income groups
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Banking in the metaverse: a new frontier for financial institutions International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-09-25 Keng-Boon Ooi, Garry Wei-Han Tan, Eugene Cheng-Xi Aw, Tat-Huei Cham, Yogesh K. Dwivedi, Rohita Dwivedi, Laurie Hughes, Arpan Kumar Kar, Xiu-Ming Loh, Emmanuel Mogaji, Ian Phau, Anshuman Sharma
Purpose Technological advancements have catalyzed disruption in the banking sector. The impact of the metaverse on the banking sector is no exception. In view of this, the current paper aims to provide valuable insights into four key areas (i.e. corporate banking, retail banking, banking employees and public policy) that the metaverse could significantly disrupt. Design/methodology/approach Insights
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Digitalization and bank profitability: evidence from an emerging country International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-09-15 Quang Thi Thieu Nguyen, Ly Thi Hai Ho, Dat Thanh Nguyen
Purpose This study aims to investigate the effect of digitalization on bank profitability among Vietnamese banks. Design/methodology/approach The research employs fixed-effects regression on a panel data of 32 banks in Vietnam during the period 2010–2021. Findings The study reveals a positive impact of digitalization on bank profitability. The result is robust to different measures and empirical settings
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Mutual funds marketing: a hybrid review and framework development International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-08-25 Niket Thakker, Hitesh Kalro, Mayank Joshipura, Prashant Mishra
Purpose This study examines current dynamics, consolidates current knowledge, elicits trends, identifies and analyzes primary research clusters, and offers future research directions for mutual fund marketing. Design/methodology/approach Using bibliographic information from the SCOPUS database, this study used sequential bibliometric (143 documents) and content analyses (37 documents). Bibliometric
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What is the connection between Fintechs’ video marketing and their vulnerable customers’ brand engagement during crises? International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-08-25 Damianos P. Sakas, Nikolaos T. Giannakopoulos, Marina C. Terzi, Ioannis Dimitrios G. Kamperos, Nikos Kanellos
Purpose The paper’s main goal is to examine the relationship between the video marketing of financial technologies (Fintechs) and their vulnerable website customers’ brand engagement in the ongoing coronavirus disease 2019 (COVID-19) crisis. Design/methodology/approach To extract the required outcomes, the authors gathered data from the five biggest Fintech websites and YouTube channels, performed
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A comparative examination of the motivating factors underpinning consumers' loyalty toward credit card usage in the United States and France International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-08-21 Katariina Juusola, Kwabena G. Boakye, Charles Blankson, Guangming Cao
Purpose This study aims to develop and validate a cross-national framework to identify the motivation underpinning consumers' (i.e. the general public's) loyalty toward credit card usage. The following research questions guided the study: (1) What factors motivate consumers to stay loyal to their credit card? (2) Does the investment model (regarding satisfaction and investment size) mediate the relationship
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Intensifying materialism through buy-now pay-later (BNPL): examining the dark sides International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-08-10 Vijay Amrit Raj, Sahil Singh Jasrotia, Siddharth Shankar Rai
Purpose Buy-now, pay-later (BNPL) services can put consumers into a debt trap by encouraging consumers to buy things they cannot afford, leading to a culture of materialism and consumerism. Therefore, this research aims to investigate how materialism can influence BNPL use and impulsive and compulsive buying. Additionally, the authors examine if BNPL use and impulsive buying mediate between materialism
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Trust in the financial services context: a meta-analysis International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-08-04 Fernando de Oliveira Santini, Luciene Eberle, Wagner Junior Ladeira, Gabriel Sperandio Milan, Ana Paula Graciola, Cláudio Hoffmann Sampaio
Purpose This article presents a systematic framework with a meta-analytic approach to finding various antecedents, consequents and moderating effects of trust in financial services. Design/methodology/approach A meta-analysis of 165 articles was performed, which generated 272 observations in a cumulative sample of 86,968 respondents. Findings The results of this meta-analysis demonstrated seventeen
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Embracing paradox: middle managers’ compassion and the vulnerable customer International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-07-26 Andrés Salas-Vallina, Alma Rodríguez Sánchez, Manoli Pozo-Hidalgo
Purpose This study explores the phenomenon of compassionate leadership, a promising concept in management literature. Despite significant contributions towards the understanding of its antecedents and consequences, the specific role of compassion concerning the leader behavior under extreme pressure remains unexplored. Design/methodology/approach Drawing empirically on the case of three banks under
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Gender disparities in financial resilience: insights from South Africa International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-07-12 Bomikazi Zeka, Abdul Latif Alhassan
Purpose While the extant literature has explored issues related to the access, usage and availability of financial services, the ability of households to withstand financial adversities, particularly those living under economically vulnerable conditions, requires further attention. The paper presents a gendered analysis of financial resilience behaviour in South Africa. Design/methodology/approach
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Integrating ISS and SOR models to investigate the determinants of continuance intention toward using m-payment for donations (Sadaqah): the moderating role of Islamic religiosity International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-07-05 Mohamed M. Elsotouhy, Abdelkader M. A. Mobarak, Mona I. Dakrory, Mohamed A. Ghonim, Mohamed A. Khashan
Purpose Despite the significance of donations (Sadaqah) via mobile payment in Islamic countries, little is known about the variables influencing continuance intention toward using m-payment for donations (Sadaqah). Based on the stimulus-organism-response (S-O-R) model, this research explores the influence of perceived quality (i.e. system, information, service) as a stimulus on customer satisfaction
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Using item response theory in the assessment of the financial well-being scale: an application in Brazil and India International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-07-05 Mateus Canniatti Ponchio, Mayank Jyotsna Soni, Mousumi Singha Mahapatra, Soumya Sarkar
Purpose This study aims to evaluate Netemeyer and colleagues' much cited financial well-being scale in Brazil and India and compare responses from different demographics. It also compares the results using two analysis techniques, item response theory (IRT) and confirmatory factor analysis (CFA). Design/methodology/approach A total of 994 survey responses from Brazil and 1,081 from India were collected
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Trust recovery tactics in financial services: the moderating role of service failure severity International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-06-28 Ali Raza, Rodoula Tsiotsou, Muhammad Sarfraz, Muhammad Ishtiaq Ishaq
Purpose Given the fierce competition in financial services, service failure management and trust restoration tactics are becoming strategic priorities. Studies investigating trust restoration have increased over the years due to the significance of trust in services and the frequency of trust violations. Drawing on the sense-making and defensive approaches of attribution theory, this study aims to
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Understanding financial professionals' perceptions of their clients' financial behaviors International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-06-22 Tania Morris, Lamine Kamano, Stéphanie Maillet
Purpose This article describes financial professionals' perceptions of their clients' financial behaviors and the explanatory factors underlying these behaviors. Design/methodology/approach In this qualitative research, the authors seek to understand financial professionals' experiences in relation to how their clients manage their own finances. The authors conduct and analyze 26 semi-structured interviews
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Vulnerable customers' perception of corporate social responsibility in the banking sector in a post-crisis context International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-06-22 Diego Monferrer Tirado, Lidia Vidal-Meliá, John Cardiff, Keith Quille
Purpose This research aims to determine to what extent corporate social responsibility (CSR) actions developed by bank entities in Spain improve the vulnerable customers' emotions and quality perception of the banking service. Consequently, this increases the quality of their relationship regarding satisfaction, trust and engagement. Design/methodology/approach Data from 734 vulnerable banking customers
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The direct and indirect effects of financial socialization and psychological characteristics on young professionals' personal financial management behavior International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-06-19 Kirti Goyal, Satish Kumar, Arvid Hoffmann
Purpose Prior work expresses concern about young people's rising debt and lack of financial preparedness. This study focuses on how financial socialization and psychological characteristics affect the personal financial management behavior (PFMB) of young professionals in India. The authors examine both the direct effect of these factors and the indirect effects through financial literacy and aforementioned
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Distrust of banks among the unbanked and banked International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-06-13 John Grable, Eun Jin Kwak, Kristy Archuleta
Purpose The purpose of this study was to explore the concept of distrust of traditional banking institutions as a factor that can explain the choice to remain unbanked in a marketplace that is designed to be financially inclusive. Design/methodology/approach Earning, spending, saving and borrowing data collected between May 2021 and February 2022 from 17,819 consumers living in the United States were
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How do Australian female consumers exercise their decision-making power when making financial product decisions? The triad of financial market manipulation, rationality and emotions International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-06-07 Abhishek Sharma, Chandana Hewege, Chamila Perera
Purpose This study explores the decision-making powers of Australian female consumers in the financial product market. More precisely, it examines how the integrative effects of rationality, emotions and personality traits influence the decision-making powers of Australian female consumers when making financial product purchase decisions. Design/methodology/approach The study employs a quantitative
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Social performance, financial risk and financial performance in microfinance institutions International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-06-01 Kuldeep Singh
Purpose This paper examine whether social performance moderates the linkage between financial risk and financial performance in microfinance institutions (MFIs). The study focuses on the financial self-sufficiency and long-term sustainability of MFIs. Design/methodology/approach The empirical study uses unbalanced panel data of 2,694 worldwide MFIs from 2009 to 2019. In the first step, the study inspects
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Customer influence on frontline employee work engagement International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-06-01 Jaewon Yoo, Jing Chen, Gary L. Frankwick
Purpose This study aims to employ conservation of resources (COR) theory to explain how customer support, customer power, customer orientation (CO) and product complexity impact frontline employees (FLEs) work engagement. Design/methodology/approach Partial least square structural equation modeling (PLS-SEM) was used to analyze data collected from 1,620 South Korean insurance salespeople using an on-line
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Deterioration of the subjective financial well-being during the coronavirus pandemic: a latent transition analysis International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-05-30 Mauricio Losada-Otálora, Nathalie Peña-García, Jorge Luis Juliao-Rossi
Purpose The authors seek (1) to identify the profiles of subjective financial well-being (SFWB) of bank customers before and during the coronavirus disease 2019 (COVID-19) pandemic, (2) to analyze the transition to profiles of lower SFWB during the pandemic and (3) to identify the factors driving such transitions. Design/methodology/approach The authors surveyed five countries during 2019 and 2020
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The power of words: driving online consumer engagement in Fintech International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-05-30 R.V. ShabbirHusain, Atul Arun Pathak, Shabana Chandrasekaran, Balamurugan Annamalai
Purpose This study aims to explore the role of the linguistic style used in the brand-posted social media content on consumer engagement in the Fintech domain. Design/methodology/approach A total of 3,286 tweets (registering nearly 1.35 million impressions) published by 10 leading Fintech unicorns in India were extracted using the Twitter API. The Linguistic Inquiry and Word Count (LIWC) dictionary
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High-involvement work practices, work engagement and their effects on bank employees' turnover intentions: the moderating role of functional competence International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-05-29 Md Shamirul Islam, Muslim Amin, Feranita Feranita, Osman M. Karatepe
Purpose This study aims to propose and examine a research model where work engagement mediates the impacts of high-involvement work practices (HIWPs) on bank employees' turnover intentions. Specifically, the paper assesses: (a) the effects of empowerment, information sharing, rewards and training on work engagement and turnover intention, (b) work engagement as a mediator of the effects of these HIWPs
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How to generate loyalty in mobile payment services? An integrative dual SEM-ANN analysis International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-05-23 Tri-Quan Dang, Garry Wei-Han Tan, Eugene Cheng-Xi Aw, Keng-Boon Ooi, Bhimaraya Metri, Yogesh K. Dwivedi
Purpose The surging entrance of new mobile payment merchants into the growing market has prompted the need for an in-depth understanding of loyalty formation to retain customers. This study examines customers' loyalty generation process in mobile payment services by exploring the serial effect of cognitive drivers (i.e. brand awareness, perceived quality, brand image, perceived value and layout) on
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Does M-payment service quality and perceived value co-creation participation magnify M-payment continuance usage intention? Moderation of usefulness and severity International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-05-17 Neha Kumari, Abhijeet Biswas
Purpose Demonetization and pandemic-related restrictions in India propelled the usage of mobile payments (M-payments). The culture of online smartphone transactions is expected to rise over the coming years, even after things return to normal. This study aims to unveil the factors that escalate the satisfaction levels of M-payment users and eventually stimulate them to continue using M-payments for
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Income shock and financial well-being in the COVID-19 pandemic: financial resilience and psychological resilience as mediators International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-05-15 Amrita Kulshreshtha, Sk Raju, Sai Manasa Muktineni, Devlina Chatterjee
Purpose The purpose of this study was to investigate the relationship between income shock suffered during the coronavirus pandemic and subsequent financial well-being (FWB) of Indian adults, mediated by financial resilience (FR) and psychological resilience (PR). Design/methodology/approach The authors propose a conceptual model for the relationship between income shock and FWB, with FR and PR as
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Why do bank customers switch? A systematic literature review International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-05-11 Christine Mening Ngau, Andreas H. Zins, Dhanuskodi Rengasamy
Purpose The digital transformation in the banking industry has brought about complexity and competitiveness which has made differentiation challenging for banks. Complemented by consumer empowerment through high accessibility of information on the internet, this has led to a phenomenon known as switching behavior. The purpose of this review is to examine the determinants governing switching behavior
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Fintech and contactless payment: Help or hindrance? The role of invasion of privacy and information disclosure International Journal of Bank Marketing (IF 5.083) Pub Date : 2023-05-09 Ali Abdallah Alalwan, Abdullah M. Baabdullah, Mutaz M. Al-Debei, Ramakrishnan Raman, Hitmi Khalifa Alhitmi, Amjad A. Abu-ElSamen, Yogesh K. Dwivedi
Purpose There is always a need to discover how a paradox between a customer’s desire for a more personalized experience and their privacy and security concerns would shape their intention to continue using contactless payment methods. However, personalization–privacy paradox has not been well-covered over the area of contactless payment. Therefore, this study aims to empirically examine the impact