Relationship marketing is widely regarded as effective in developing competitive advantage. But views on exactly what activities constitute relationship marketing may differ in various cultural settings. In‐depth interviews with account managers in commercial banks in Hong Kong yielded a list...

Examines relationship marketing’s (RM) present practices in the banking industry in Hong Kong. Banks in Hong Kong were classified into three categories by reference to their different ownership (Chinese, non‐Chinese and merged). Statistics show that there were differences between RM...

Purpose – The study sought to investigate factors that influenced Hong Kong bank customers’ adoption of four major banking channels, i.e. branch banking, ATM, telephone banking, and internet banking. Specifically, it aimed to focus on the influences of demographic variables and psychological...

Purpose – To investigate the extent of loyalty, and the reasons underlying banking behaviour by business customers from the small to medium enterprise (SME) sector in Hong Kong, and to thereby contribute to a better understanding of the drivers of customer loyalty. Design/methodology/approach...

Purpose – The purpose of this study is to demonstrate a method for estimating the tradeoffs that banking customers make between different attributes of a service, thus allowing businesses to estimate the likely impact on customer loyalty of changes in different attributes of a service....

This article contains findings of a survey in Hong Kong amongst a representative sample of companies directed to understanding their buying behaviour and attitude to banking services. The areas explored include split‐banking behaviour, bank usage, bank switching, perceived importance of...

In recent years, the Asian financial market has grown in significance and Hong Kong, Tokyo and Singapore are all striving for an increasing share in the market. In this article the authors examine the strengths and weaknesses of the three centres and discuss the role of each. It appears that...

The introduction of a financial service – the easy pay system – in Hong Kong is the subject of study. It is a form of electronic fund transfer at point of sale and is considered as a continuous innovation in the evolution of the electronic fund transfer systems. Irrespective of the...

Investigates multiple banking behaviour in Hong Kong (in the retail sector) by questionnaire survey. The survey includes analyses of the umber of banks used by each person, the types of services used at each bank, and the factors that influence this type of consumer behaviour. Reports that...

Examines an empirical study by questionnaire survey to determine the importance of selected patronage factors used by 106 Hong Kong consumers in choosing domestic and foreign banks. Although Hong Kong consumers use domestic banks more, they perceive the usefulness of a select number of services...