Purpose – A paradigm shift in consumer confidence has taken place with the worst recession on record forcing people to evaluate their personal and household finances. This paper seeks to explore the extent to which consumer confidence has been tarnished, and how it has evolved...

Purpose – The purpose of this paper is to provide further understanding of the financial capability of mutual fund investors, and compare internet and branch office investors. It seeks to examine mutual fund investors' abilities and awareness of the terms and risks of mutual fund investments...

Purpose – The purpose of this paper is to examine the approaches to consumer protection in UK financial services before and after the global financial crisis. Design/methodology/approach – This paper reviews the literature on behavioural economics and psychology, and uses it as the basis for...

Purpose – The twin aims of this paper are to explore the differences in the consumption process between the traditional in‐branch and web‐based (e‐mortgage) service channels and how the differences relate to any problems identified in the electronic service environment, with respect to...

Purpose – This paper aims to identify the generic service quality dimensions of technology‐based banking and to examine the effect of these dimensions on customer satisfaction and customer loyalty. Design/methodology/approach – The generic service quality dimensions are identified using an...

Purpose – The financial crisis and the subsequent distrust of the existing banks have created an opportunity for new competitors to enter the market for financial services. Organisations from outside banking could use their trusted brands, their stronger grasp of information technology and...