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Article Information:
Title:
The behavioral consequences of PC banking
Author(s):
Niels Peter Mols
Journal:
International Journal of Bank Marketing
Year:
1998
Volume:
Issue:
Page:
195 - 201
ISSN:
0265-2323
DOI:
10.1108/02652329810228190
Publisher:
MCB UP Ltd
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Abstract:
This article compares users of PC-based home banking systems with non-users. A questionnaire study with responses from 669 bank consumers from Denmark shows that users of PC banking are more satisfied, are less price sensitive, have higher intentions to repurchase and provide more positive word-of-mouth than non-users. For the banks these results indicate that, in the future, PC banking systems will become a stable source of revenue from a mass of loyal customers.
Keywords:
Banking, Customer loyalty, Customer satisfaction, Denmark, Personal computing
Article Type:
Research paper