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Customers' dissatisfaction with banking channels and their intention to leave banks : the moderating effect of trust and trusting beliefs
Kabadayi, Sertan - In: Journal of financial services marketing : JFSM 21 (2016) 3, pp. 194-208
Persistent link: https://www.econbiz.de/10011554775
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An evaluation of an integrated perspective of perceived service quality for retail banking services in India
Mittal, Sanjiv; Gera, Rajat; Batra, Dharminder Kumar - In: The international journal of bank marketing : IJBM 33 (2015) 3, pp. 330-350
Persistent link: https://www.econbiz.de/10011383612
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Understanding the loss of trust in large banks
Hurley, Robert F.; Gong, Xueping; Waqar, Adeela - In: The international journal of bank marketing : IJBM 32 (2014) 5, pp. 348-366
Persistent link: https://www.econbiz.de/10010391511
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The effects of perceived value dimensions on customer satisfaction and loyalty : a comparison between traditional banks and fintechs
Mainardes, Emerson Wagner; Freitas, Neudson Peres de - In: International journal of bank marketing 41 (2023) 3, pp. 641-662
Persistent link: https://www.econbiz.de/10014267111
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The effect of e-service quality on customers' satisfaction in banks operating in Jordan: an empirical investigation of customers' perspectives
Nuseir, Mohammed T.; Akroush, Mamoun N.; Mahadin, Bushra K. - In: International Journal of Services, Economics and Management 2 (2010) 1, pp. 80-108
satisfaction of banks in Jordan. Using a structured questionnaire, the primary data was collected from 457 customers who had e …-banking transactions with banks in Jordan. Multiple regression analysis was employed to test the research model and hypotheses. The …, responsiveness and customisation have a positive and significant effect on the banks overall customers' satisfaction and its elements …
Persistent link: https://www.econbiz.de/10008755673
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Putting it right: service failure and customer loyalty in UK banks
Jones, Henry; Dawes Farquhar, Jillian - In: International Journal of Bank Marketing 25 (2007) 3, pp. 161-172
from customers of UK banks and reports the impact of service recovery on customer intentions rather than their actions …
Persistent link: https://www.econbiz.de/10014759900
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An exploratory study of negative option marketing: good, bad or ugly?
Licata, Jane W.; Von Bergen, C.W. - In: International Journal of Bank Marketing 25 (2007) 4, pp. 207-222
Purpose – The purpose of this exploratory research is to determine the consumer's perceptions of negative option marketing (NOM) offers regarding the value and equity of the offer and perceived opportunistic behavior inherent in the offer. In addition, the paper seeks to examine how a negative...
Persistent link: https://www.econbiz.de/10014759902
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The effects of humour usage by financial advisors in sales encounters
Bergeron, Jasmin; Vachon, Marc‐Antoine - In: International Journal of Bank Marketing 26 (2008) 6, pp. 376-398
Purpose – For many years, the financial industry has been perceived as conservative, old‐fashioned, and somewhat tedious. The purpose of this paper is to examine the effects of humour usage by financial advisors on several sales performance outcomes. Design/methodology/approach – A survey...
Persistent link: https://www.econbiz.de/10014759938
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The mediating effects of brand music and waiting time updates on customers' satisfaction with a telephone service when put on‐hold
Peevers, G.; McInnes, F.; Morton, H.; Matthews, A.; … - In: International Journal of Bank Marketing 27 (2009) 3, pp. 202-217
Purpose – The purpose of this paper is to deliver empirical data comparing the effects of music with the effects of providing waiting time information on customers who are kept on hold when telephoning their bank. It aims to discover if either has a more positive impact on their affective...
Persistent link: https://www.econbiz.de/10014759956
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Understanding the loss of trust in large banks
Hurley, Robert; Gong, Xue; Waqar, Adeela - In: International Journal of Bank Marketing 32 (2014) 5, pp. 348-366
diagnose the loss of trust in large banks (Universal and Investment Banks) after the global financial crisis (GFC … study data on large and community banks are used to explore differences in these type of banks as they relate to … organizations and six dimensions of trustworthiness help to explain why trust eroded in large banks during the GFC but increased or …
Persistent link: https://www.econbiz.de/10014760537