Purpose – The purpose of this paper is to investigate the extent of customer switching and the reasons that underlie customer‐switching intentions. The paper aims to focus on the various factors on account of which a customer may or may not switch a particular bank....

Purpose – The main purpose of this paper is to extend the technology acceptance model (TAM) in the context of internet banking adoption in India under security and privacy threat. Design/methodology/approach – Keeping the TAM proposed by Davis as a theoretical basis, an extended TAM...

Purpose – The purpose of this paper is to be the first to explicate the determinants of customers’ cross‐buying intentions in the banking services of Korea and Taiwan, and then explore the influence of cross‐cultural values, such as “Collectivism”, to the relationships between these...

Purpose – The purpose of this paper is to examine bank brand equity from consumer perspectives by comparing the consumer‐based brand equity (CBBE) dimensions of local and global banks in Turkey. The paper determines if and how CBBE differs across three types of banks (state, private, and...

Purpose – The purpose of this paper is to address physical space management in customer service establishments and recognise the importance for such establishments to consider the experiences of customers in these spaces. For this purpose, the authors suggest constructs that enable service...

Purpose – This paper aims to present a conceptual model that highlights the complexities associated with foreign banks wishing to operate with the Indonesian marketplace. Design/methodology/approach – The paper is conceptual in nature and draws upon the marketing literature and theory to...

Purpose – The purpose of this paper is to examine the dialogic communications potential of bank web sites in Ghana. Design/methodology/approach – The authors undertook a qualitative content analysis of bank web sites in Ghana, drawing upon Kent and Taylor's dialogic communications framework....

Purpose – The purpose of this paper is to propose a quality function deployment analytic hierarchy process (QFD‐AHP) framework to improve quality and competitive positioning within the financial services context. The applicability of the model is demonstrated through a case study....

Purpose – This paper aims to investigate the relationships between advisor characteristics and consumer risk perception, willingness to follow advice and perception of advisor credibility in a financial services context. It answers calls for more knowledge about financial advisors’ influence...

Purpose – This study aims to identify the determinants of bank selection for Islamic and conventional banks in the United Arab Emirates (UAE). Design/methodology/approach – Data were collected from 246 respondents in the Emirates of Dubai and Sharjah and focused on aspects such as bank...