International Journal of Bank Marketing

Web banking layout effects on consumer behavioural intentions : Table of Contents

Adam Vrechopoulos, Evagelos Atherinos — Sat Oct 17 08:00:42 BST 2009

Abstract:
Purpose – Elaborating on earlier research by Vrechopoulos et al., this paper aims to investigate web banking store layout effects on user-consumer behaviour and to report on a laboratory experimental investigation into user acceptance of three different layout types. Design/methodology/approach – A web banking store was developed in three versions equal to the number of the alternative layouts manipulated by the laboratory experimental design. Two layout types were transformed from conventional banking and one type was designed by incorporating users' preferences and suggestions. The relationships in technology acceptance model (TAM) in the three treatments are tested separately, and then the subjects' evaluations on TAM constructs are compared. Findings – The findings imply that store layout affects online consumer behaviour, confirming the findings of Vrechopoulos et al. in a different sector. The study also confirms the TAM relationships in all treatments and indicates that layout has an effect on user acceptance of web banking in terms of TAM constructs. Research limitations/implications – This study confirms the available knowledge regarding a store layout's influencing role on consumer behaviour in the context of web commerce. Practical implications – Direct managerial implications for web banking are provided through the design of the “improved future” layout, which is depicted in the form of an abstract interface design. Originality/value – The paper adopts an innovative conclusive causal research design towards testing the research hypotheses. To that end, an experimental application was developed in the laboratory and the research hypotheses were “packed-up” with references from different disciplines (i.e. marketing and information systems) providing through that an interdisciplinary nature on the present study.

Lack of lending behind the surge in company closures : Table of Contents

Phil McCabe — Sat Oct 17 08:00:42 BST 2009

Abstract:
Purpose – The purpose of this article is to present data on the situation for small businesses during the current recession in terms of financial services support. Design/methodology/approach – A panel of members of the Forum of Private Business (FPB) were surveyed, seeking information about the services and support of financial services. Findings – Whilst some respondents reported a slight improvement in support, the number of insolvencies continues to rise. Research limitations/implications – The panel represents only members of the FPB. Practical implications – The data are very recent and report the current experiences of small businesses with messages to government and the financial services sector of a lack of support for small businesses. Originality/value – Small businesses are hard to access and the article contributes to both policy and practice in the support of an important commercial sector.

The different roles of switching costs on the satisfaction-loyalty relationship : Table of Contents

Celso Augusto de Matos, Jorge Luiz Henrique, Fernando de Rosa — Sat Oct 17 08:00:42 BST 2009

Abstract:
Purpose – The purpose of this paper is to develop and empirically test the antecedent, mediating and moderating role of switching costs on the relationship between satisfaction and loyalty. Design/methodology/approach – Competing models are proposed based on previous studies investigating the influence of switching costs on satisfaction and loyalty. A survey was conducted with 7,461 customers of a large Brazilian bank. The four competing models were tested using structural equation modeling technique. Findings – The analysis revealed that: switching cost is a significant antecedent of both attitudinal and behavioral loyalty; the mediating effect of switching cost is stronger in the relationship between satisfaction and attitudinal loyalty; and the moderating effect of switching cost is stronger in the relationship between satisfaction and behavioral loyalty. Practical implications – This study emphasizes the relevance of the switching cost construct in the banking industry. Customers with different switching costs levels will manifest distinct relationship between satisfaction and behavioral loyalty. Thus, investment on marketing strategies and campaigns should be oriented to better convert switching perceptions into effective loyalty considering its mediating or moderating effects. Originality/value – Even though there are several different approaches (i.e. direct, mediator and moderator) concerning the effects of switching costs on the satisfaction-loyalty relationship, there is a lack of integration between these approaches. The paper tests and compares the different roles of switching costs. Another contribution is the inclusion of both attitudinal and behavioral aspects of loyalty, given that the current literature is incipient concerning the role of switching cost when considering the distinct loyalty components.

Self-service technology for sales purposes in branch banking: The impact of personality and relationship on customer adoption : Table of Contents

Sven C. Berger — Sat Oct 17 08:00:42 BST 2009

Abstract:
Purpose – This article aims to explain the adoption of self-service technology with pro-active sales applications (automated teller machines or kiosk systems) in brick-and-mortar outlets with special respect to personality traits, relationship characteristics and previous online banking usage. Design/methodology/approach – A theoretical framework is proposed, extending well proven technology adoption models by moderating effects from personality traits and customer relationship characteristics. An empirical study using survey and customer account data from customers of a European retail bank assesses the usage antecedents, separately for adopters of online-banking and non-adopters. Findings – The study validates the framework and identifies relevant moderating effects. Research limitations/implications – The study was carried out solely in one country, but provides a starting point for more international research. Practical implications – The results call for a clear decision in the multi-channel strategy about which customer segment should be targeted, as previous online-banking adopters show different adoption behavior. The development and the communication of self-service technology (SST) should reflect the strong drivers of adoption and, e.g. use a socio-technical approach. Customer personality traits require increased attention, should be systematically recorded and may support individualized promotional campaigns for SST. Originality/value – The article is the first to explain the adoption of in-branch self-service applications for sales purposes and integrate the moderating effects of personality and relationship.