The process of choosing a bank has been studied for several decades through different approaches. This paper presents a bank choice analysis designed to assess the usefulness of the hierarchical information integration method which involves measuring individual preferences. The substantive...

Considers distribution in the financial services. Financial services providers face a wide choice in the combinations of channels that they can employ to market their products. Asserts that plastic cards are increasingly replacing paper cheques and credits and have become a key channel of...

With the development of increasingly complex mortgage instruments, the process by which consumers choose among these instruments also increases in importance. The real estate literature does not address how consumers of mortgage instruments make tradeoffs among the different instruments. The...

Outlines the development by Barclays Life of a tracking survey to collect information concerning customers’ feelings of satisfaction and loyalty. Describes research undertaken by Barclays Life into the determinants of satisfaction amongst customers and the importance of each of these elements...

Describes a study designed to investigate the banking behavior of Islamic bank customers in the state of Bahrain. The study sample comprised 300 customers. A comprehensive profile analysis and a series of chi‐square tests were conducted to reveal key characteristics and patterns: the majority...

Deals with the success of relationship marketing in the private banking sector. A comprehensive literature review of relationship marketing was undertaken. A study was undertaken among a sample of 118 high net worth individuals, 53 with personal bankers, and 65 without, to establish whether...

Knowledge of how consumers perceive alternative banks on important attributes provides a foundation for understanding market structure. Market structure analysis can assist the bank in identifying potential opportunities in differentiation and in assessing the viability of low cost as a...

This study, using a sample of adult Singaporeans, established that 76.8 per cent of its respondents engaged in multiple banking. The Post Office Savings Bank was main bank to 61.3 per cent of the respondents, while the local full licence banks were main bank to 35.1 per cent of the respondents....

This paper develops an outline framework which conceptualises customer retention in financial services retailing. Preliminary investigations through interviews with managers responsible for retention were conducted. These supported further investigation of the framework. The organisations...

Examines the nature of a relatively new financial service, electronic cash. A qualitative study of students’ use of a specific form of electronic cash, namely Mondex, was undertaken. Attitudes and opinions were sought and the results presented within a theoretical framework of likely adoption....