Purpose – The purpose of this study is to develop and empirically test a model examining the relationship between customer perceptions (product attributes, benefits, customer satisfaction, trust, commitment and customer behavioral loyalty) and financial performance of a merchant bank....

Purpose – The purpose of this paper is to analyse the corporate image of financial institutions and its impact on consumer behaviour. More specifically, it aims to focus on the differences between customers and non‐customers of banking institutions. Design/methodology/approach – Data were...

Purpose – The purpose of this paper is to investigate the relationship between Canadian and Indian consumers' national cultural orientations and banking service quality expectations. Using two of Hofstede's five cultural dimensions operationalized at the individual level, and five dimensions...

Purpose – Banking in Ghana is now an intensely competitive proposition. In a competitive environment, it becomes imperative not just to attract customers, but also to design strategies aimed at maintaining these customers. Drawing on data from over 2,000 retail bank customers in Ghana, this...

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....

Purpose – This article aims to explain the adoption of self‐service technology with pro‐active sales applications (automated teller machines or kiosk systems) in brick‐and‐mortar outlets with special respect to personality traits, relationship characteristics and previous online...

Purpose – Elaborating on earlier research by Vrechopoulos et al. , this paper aims to investigate web banking store layout effects on user‐consumer behaviour and to report on a laboratory experimental investigation into user acceptance of three different layout types....

Purpose – The purpose of this paper is to offer an integrated approach for understanding the relations among the theoretical and operational antecedents of consumer involvement in the context of financial products. The theoretical antecedents of involvement have been conceptualized as the...

Purpose – The relationship between personal values and behaviour has been widely studied, and previous studies have demonstrated the mediating role of attitudes. The purpose of the study is to test the “values‐attitude” relation in banking services (car insurance, life insurance, home...

Purpose – The purpose of this paper is to examine the links between individual investors' subjective evaluations of certain companies' products and brands, on one hand, and their willingness and decisions to invest in those companies' stocks, on the other. The authors aim to challenge the...