Purpose: The purpose of this paper is to classify live chat service users in the banking industry and provide relevant descriptive information on each group to be able to suggest appropriate strategies to managers. Design/methodology/approach: A total of 682 panelists from a large Canadian...

Purpose – The purpose of this paper is to propose a reliable and valid integrative scale for online relationship quality based on both the relationship marketing and electronic commerce literature. Design/methodology/approach – The scale was developed using the approach put forward by...

Purpose: This study seeks to examine the impact of mobile service experience on trust of elderly consumers in their financial institution and assess whether age (55–64 years vs 65+ years) exerts a moderating influence. Design/methodology/approach: A self-administered questionnaire was...

Purpose – This paper aims to classify online banking customers using demographic and relationship‐based variables and describe their profiles. Design/methodology/approach – A total of 421 panellists of a large Canadian polling firm self‐administered a web‐based questionnaire. A...

Purpose The purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship (commitment, trust and satisfaction)...