International Journal of Bank Marketing: Volume 36 Issue 4

Assessment of service quality using text mining – evidence from private sector banks in India

Somnath Chakrabarti, Deepak Trehan, Mayank Makhija

As the retail banking institutions are becoming more customer centric, their focus on service quality is increasing. Established service quality frameworks such as SERVQUAL and…

Developing a service value measurement scale in retail banking services: Evidence from India

Sanjit Kumar Roy, Rik Paul, Ali Quazi, Bang Nguyen

The purpose of this paper is to develop and validate a scale for measuring consumers’ perceived service value in the Indian retail banking services. This purpose is rooted in the…

A bank merger predictive model using the Smoluchowski stochastic coagulation equation and reverse engineering

Zahra Banakar, Madjid Tavana, Brian Huff, Debora Di Caprio

The purpose of this paper is to provide a theoretical framework for predicting the next period financial behavior of bank mergers within a statistical-oriented setting.

Personnel capability and customer satisfaction as predictors of customer retention in the banking sector: A mediated-moderation study

Mushtaq Ahmad Darzi, Suhail Ahmad Bhat

The purpose of this paper is to report the findings of a study undertaken to understand customer satisfaction and customer retention in business-to-consumer markets. The study…

Usage based upon reasons: the case of electronic banking services in India

Sangeeta Arora, Supreet Sandhu

The purpose of this paper is to determine factors influencing customers’ usage of electronic banking (e-banking) services.

Predicting customer experience and discretionary behaviors of bank customers in India

Pratibha Wasan

Banks in India are underperforming on customer-centric measures. The existing mechanisms used by Indian banks for evaluating their customer interface are efficiency measures which…

Integrating affect, cognition, and culture in Hispanic financial planning

Suri Weisfeld-Spolter, Fiona Sussan, Cindy Rippé, Stephen Gould

Debt is at a peak and consumers purport needing help with financial planning. To better understand the antecedents of financial planning behavior, the purpose of this paper is to…

Image, performance, attitudes, trust, and loyalty in financial services

Mehdi Akhgari, Edward R. Bruning, Jesse Finlay, Nealia S. Bruning

The purpose of this paper is twofold: first, to determine the extent to which hedonic and utilitarian attitudes and loyalty are influenced by perceived financial performance (PFP…

Positive moods and word-of-mouth in the banking industry: A moderated mediation model of perceived value and relational benefits

Che-Hui Lien, Jyh-Jeng Wu, Maxwell K. Hsu, Stephen W. Wang

The purpose of this paper is to examine the mediating effect of functional value and symbolic value between positive moods and word-of-mouth (WOM) referrals in the context of…

Subjective and objective financial literacy, opinion leadership, and the use of retail banking services

Mohammad G. Nejad, Katayon Javid

The purpose of this paper is to explore the relationship between consumers’ subjective and objective financial literacy (OFL) – the necessary knowledge and skills to make…