Emerald | International Journal of Bank Marketing | Table of Contents

Relationships between advisor characteristics and consumer perceptions

literatinetwork@emeraldinsight.com (Inga-Lill Söderberg) — Fri, 05 Apr 2013 00:00:00 +0100

Abstract

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 on financial decision-making among consumers. Design/methodology/approach – An experimental study, displaying financial advice together with photographs of advisors, was completed by convenience sampling of 200 Swedish consumers and analysis using statistical techniques to compare groups: two-way between-groups ANOVA. Findings – This study shows that advisor gender affected consumer risk perceptions, willingness to follow advice and perception of advisor credibility in a financial services context, whereas advisor mood affected only consumer willingness to follow advice. No biases depending on buyer–seller similarity were found. Research limitations/implications – The study focuses on consumer perceptions – not real-life investment choices. Conclusions are drawn from a relatively small sample. However, the policy implications are important, suggesting that characteristics other than those of consumers (e.g. gender, educational level, occupation, financial literacy) can be of relevance for policymakers in their attempts to improve consumer protection. Practical implications – The findings provide useful insights for marketing practitioners that could help adjust information disseminated to consumer segments and that could have implications for marketing and hiring practices in the financial sector. Originality/value – This paper illustrates the role of advisor characteristics in consumer financial decision-making and calls for more research on financial advisory services.

Antecedents of customer satisfaction: a study of Indian public and private sector banks

literatinetwork@emeraldinsight.com (Vinita Kaura) — Fri, 05 Apr 2013 00:00:00 +0100

Abstract

Purpose – The purpose of this paper is to examine the effect of service quality, perceived price and fairness and service convenience on customer satisfaction. It also aims to compare multiple regression models between public and new private sector banks. Design/methodology/approach – A cross-sectional research on 445 retail banking customers through a questionnaire is conducted. The population of the study consists of valued retail urban customers of banks in Rajasthan, India, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one information technology based services. Responses are analysed using regression analyses. Findings – Dimensions of service quality are employee behavior, tangibility and information technology. Dimensions of service convenience are decision convenience, access convenience, transaction convenience, benefit convenience and post-benefit convenience. For public sector banks, except tangibility, all antecedents have positive impact on customer satisfaction. For private sector banks except tangibility and benefit convenience all antecedents have positive impact on customer satisfaction. Significant difference in beta coefficient is found between public and private sector banks regarding employee behavior, decision convenience, access convenience and post-benefit convenience. Research limitations/implications – This study has taken into account a specific category of retail banking customers. Thus, it limits generalization of results to other banking populations. Practical implications – This study highlights the importance of service quality, service convenience and price in satisfying customers. Bank managers can focus on these factors to satisfy customers. Originality/value – The paper emphasizes the significance of service quality, price and SERVCON on customer satisfaction for Indian banking sector. It compares the multiple regression models for public and private sector banks.

A relational classification of online banking customers

Fri, 05 Apr 2013 00:00:00 +0100

Abstract

Purpose – This paper aims to classify online banking customers using demographic and relationship-based variables and describe their profiles. Design/methodology/approach – A total of 421 panellists of a large Canadian polling firm self-administered a web-based questionnaire. A two-step analysis was performed using SPSS 18.0. 421 panellists of a large Canadian polling firm self-administered a web-based questionnaire. A two-step analysis was performed using SPSS 18.0. Findings – Six groups emerged from the analysis, four of which have higher relationship levels and two that have lower levels. Practical implications – This study provides a better understanding of online banking consumer segments and offer financial institutions relevant descriptive information on each profile. This information should help the implementation of tailored marketing strategies to improve the development and maintenance of online relationships with each of the six customer segments. Originality/value – This paper contributes to knowledge advancement in both the fields of relationship marketing and that of e-commerce by providing an overview of the characteristics of relational customers in the e-banking industry.

Determinants of bank selection in the United Arab Emirates

literatinetwork@emeraldinsight.com (Hameedah Sayani, Hela Miniaoui) — Fri, 05 Apr 2013 00:00:00 +0100

Abstract

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 products, service quality, profit, reputation, cultural and religious factors, in addition to demographic attributes of the sample. Multiple discriminant analysis is used to identify the most important determinants of bank selection. Findings – The study concluded that the determinants for bank selection are more distinguishable amongst Islamic bank customers. Bank reputation and expectation of profit on deposits are not determinants of bank selection; however, religious preferences are the most important considerations in selection between Islamic and conventional banks. Research limitations/implications – Use of convenience sampling due to lack of resources may result in insufficient representation of population. Additionally, analysis of differences between the Muslim and non-Muslim population with respect to their bank selection process may provide an avenue for future research. Practical implications – The study has implications for both Islamic and conventional banks that can appropriately target the customers using bank selection determinants that are valued by the customers. Originality/value – The study adds to the existing literature on consumer preferences for Islamic and conventional banks in the context of the UAE with a relatively large and recent data set.

Editorial

literatinetwork@emeraldinsight.com (Kent Eriksson and Hooman Estelami) — Fri, 05 Apr 2013 00:00:00 +0100