internet banking setting by adding attraction as a new factor. Design/methodology/approach – The paper shows that in testing … whether attraction might be related to belief in and use of the internet banking, this research sampled 276 bank customers … banking, it is not going to be enough to make the system easy to interact with. It is of paramount importance for banks to …

banking sector. Design/methodology/approach – Based on the literature, it was hypothesized that idealized influence behavior … commitment. A survey was undertaken among 47 sales persons in the Sri Lankan corporate banking sector, and the regression …

price sensitivity explains the consumer defection in retail banking. Design/methodology/approach – Empirical tests were …

retail banking setting from a non‐customer perspective. Design/methodology/approach – This research employs a mystery … banking location. Findings – The measures employed accurately predicted positive and negative outcomes based on respondent … important to prospective customers with regard to banking choices.  …

Purpose – The purpose of this paper is to compare and evaluate the internet banking services of Turkey and the UK … British banks, despite the fact that the UK has a more favourable environment for internet banking in terms of the level of … sophistication of its banking sector and technological infrastructure. Furthermore, a key difference is observed in the approaches of …

particularly in a dual banking environment, like in the case of Malaysia. A discussion on factors relating to corporate social … responsibility initiatives as part of potential customers' banking selection criteria is also included. Design … four different regions in Malaysia. The Islamic banking criteria ranking as perceived by the respondents are analysed using …

Purpose – The purpose of this paper is to examine minor service failures in UK banking and consider the impact that … service recovery of minor complaints has on customers' intended loyalty behaviours in UK banking.  …

internet service encounters in Thai retail stockbrokerage and corporate banking. Design/methodology/approach – In each of two …, and the corporate banking survey resulted in 152 usable questionnaires. Findings – Results in each case show that …

retail banking. This paper presents a causal model that identifies a connection between the relational benefits achieved … through a stable and long‐term relationship with a given bank and customer satisfaction with retail banking. Design … effects on satisfaction in a retail banking environment. Research limitations/implications – This study was conducted in a …

employs the critical incident technique to obtain data from banking customers and apply latent variable path analysis to test …