Purpose: This study aims to examine the relationships between brand attachment, mobile service quality (MSQ), and positive word-of-mouth (WOM) for mobile banking applications (m-banking apps). Design/methodology/approach: An online survey was conducted among 759 Canadian consumers who had used...

Purpose: This study seeks to examine the impact of mobile service experience on trust of elderly consumers in their financial institution and assess whether age (55–64 years vs 65+ years) exerts a moderating influence. Design/methodology/approach: A self-administered questionnaire was...

Purpose: The purpose of this paper is to classify live chat service users in the banking industry and provide relevant descriptive information on each group to be able to suggest appropriate strategies to managers. Design/methodology/approach: A total of 682 panelists from a large Canadian...