Purpose – The purpose of this research is to address the important question of how to attract and retain a fragmented and ecologically diverse youth segment in a rapidly changing retail banking sector such as Malaysia. Design/methodology/approach – The study utilises a combination of...

In this study of usage of a retail banking service innovation, users and non‐users of automated teller machines (ATMs) are profiled in terms of demographic and perceptual variables. The main purpose of the study was to discriminate users from non‐users, using the demographic variables of...