The information‐processing activity of consumers' selection of a bank is examined. Questionnaire data are collected from a sample of consumers to determine the way they categorise banks and the effect demographic differences have on this process. The results support the existence of a...

Consumers perceive the following criteria as important in their selection and patronage of commercial banking facilities. Services relating to chequing accounts are of greater importance than those relating to savings accounts. Speed of service, locational convenience, competence and...

Some major segmentation issues in retail banking are examined. It is found that primary institutions are associated with frequency of visits and that it is usually a low involvement decision oriented towards convenience. It is also shown that financial services consumption is a product driven...

Four hundred and twenty‐three Canadian financial officers were asked to participate in a national survey of bank selection criteria. One hundred and seventy questionnaires were returned, representing a response rate of 40 per cent. The survey results indicate that Schedule A banks (large, well...

A comparison of attitudes towards credit cards and purchase behaviours reveals some major differences between French and English Canadians. The determinants of frequency of usage are identified for both groups and reveal five attitudinal factors. Finally, it is shown that increased income does...

This study investigated the viability of using a Pan‐European approach for professional service offerings in Europe by first establishing measurement equivalence and then exploring the influence of culture on service quality and customer satisfaction. Utilizing scenarios involving a dental...

This article presents the basic framework of the Brisoux‐Laroche conceptualisation of the brand categorisation process. Included is a complete description of the model. The importance to managers of fully understanding how and why consumers categorise brands into the evoked, hold, foggy and...