Purpose – The purpose of this paper is to examine the extent to which service quality, perceived price and fairness and service convenience influence customer satisfaction and customer loyalty for Indian retail banking sector. It further explores the role of customer satisfaction as mediating...

Purpose The purpose of this paper is to empirically sketch the phenomenon about the nature of service value expected in different stages of relationship over time in Indian retail banking context. Design/methodology/approach Customer service value dimensions pertinent to Indian retail banking...

Purpose – The purpose of this paper is to identify factors influencing the financial attitudes of Indian women and then classifying Indian women based on these attitudes. These clusters are then studied for their characteristics. Design/methodology/approach – Literature reviewed led to the...

Purpose The purpose of this paper is to investigate the asset size regarding how the level of a bank’s premium asset management service interaction quality influences the referral intention using performance expectation and customer satisfaction as mediators. Design/methodology/approach The...

Purpose – The purpose of this paper is to examine the main factors predicting the Jordanian customers’ intention and adoption of telebanking. Design/methodology/approach – Perceived usefulness, trust, and self-efficacy are all formulated over the proposed conceptual model as key factors...

Purpose The purpose of this paper is to understand consumers’ willingness to choose Islamic mortgage products as a way to help Islamic banks tap into the Islamic mortgage sector in Malaysia. Design/methodology/approach Using the Theory of Interpersonal Behaviour as a point of departure, this...

Purpose Although research on mobile banking (M-banking) is an emerging field, the current understanding of the information characteristics of M-banking, such as information content and form and its impacts on customers’ attitude and transaction intention toward the same is limited....

Purpose The purpose of this paper is to investigate the determinants of consumers’ intention to adopt mobile banking services in Zimbabwe. Design/methodology/approach A survey of 232 bank customers was conducted in Chinhoyi, Zimbabwe, using a structured questionnaire with Likert-type...

Purpose – The purpose of this paper is to examine the content of consumer trust in the banking sector on the basis of the earlier literature and to compare consumer trust in banking and distinct banking services in 29 European countries in order to find out if there are deviations in consumer...

Purpose – The purpose of this paper is to investigate whether a narrative compared to a traditional fact-related format of financial information elicits more involved processing of such information by consumers and therefore more informed choices of retirement savings....