International Journal of Bank Marketing: Volume 41 Issue 6

How to generate loyalty in mobile payment services? An integrative dual SEM-ANN analysis

Tri-Quan Dang, Garry Wei-Han Tan, Eugene Cheng-Xi Aw, Keng-Boon Ooi, Bhimaraya Metri, Yogesh K. Dwivedi

The surging entrance of new mobile payment merchants into the growing market has prompted the need for an in-depth understanding of loyalty formation to retain customers. This…

A meta-analysis of trust in mobile banking: the moderating role of cultural dimensions

Poonam Kumar, Sumedha Chauhan, Prashant Gupta, Mahadeo Prasad Jaiswal

In mobile banking (m-banking), knowing and understanding trust-related factors can enable bank managers to design suitable strategies for enhancing its overall uptake. Based on…

Factors determining bank selection by micro- and small-sized enterprises: evidence from Ethiopia

Enyew Mulu Zelie

This study aimed to explore the importance of various factors considered in the bank selection decisions of micro- and small-sized enterprises (MSEs) in Ethiopia.

Financial well-being, family financial support and depression of older adults in China

Lu Fan, Shan Lei

This study aims to examine the relationship between objective and subjective aspects of financial well-being, the role of family financial support and depression symptoms of…

Artificial intelligence (AI) in FinTech decisions: the role of congruity and rejection sensitivity

Ana Rita Gonçalves, Amanda Breda Meira, Saleh Shuqair, Diego Costa Pinto

The digital revolution has changed consumer–service provider interaction, spawning a new generation of FinTech. This paper analyzes consumers' reactions to artificial intelligence…

Why do bank customers switch? A systematic literature review

Christine Mening Ngau, Andreas H. Zins, Dhanuskodi Rengasamy

The digital transformation in the banking industry has brought about complexity and competitiveness which has made differentiation challenging for banks. Complemented by consumer…

Does M-payment service quality and perceived value co-creation participation magnify M-payment continuance usage intention? Moderation of usefulness and severity

Neha Kumari, Abhijeet Biswas

Demonetization and pandemic-related restrictions in India propelled the usage of mobile payments (M-payments). The culture of online smartphone transactions is expected to rise…

High-involvement work practices, work engagement and their effects on bank employees' turnover intentions: the moderating role of functional competence

Md Shamirul Islam, Muslim Amin, Feranita Feranita, Osman M. Karatepe

This study aims to propose and examine a research model where work engagement mediates the impacts of high-involvement work practices (HIWPs) on bank employees' turnover…

Determinants of branching decisions of State-controlled commercial banks: evidence from China

Xifang Sun, Liyu Liu

Branching is one of the crucial strategic non-price actions for banks. Previous studies on the impact of state ownership upon banks focus on bank lending behavior. This paper aims…

Deterioration of the subjective financial well-being during the coronavirus pandemic: a latent transition analysis

Mauricio Losada-Otálora, Nathalie Peña-García, Jorge Luis Juliao-Rossi

The authors seek (1) to identify the profiles of subjective financial well-being (SFWB) of bank customers before and during the coronavirus disease 2019 (COVID-19) pandemic, (2…

Customer influence on frontline employee work engagement

Jaewon Yoo, Jing Chen, Gary L. Frankwick

This study aims to employ conservation of resources (COR) theory to explain how customer support, customer power, customer orientation (CO) and product complexity impact frontline…

How do Australian female consumers exercise their decision-making power when making financial product decisions? The triad of financial market manipulation, rationality and emotions

Abhishek Sharma, Chandana Hewege, Chamila Perera

This study explores the decision-making powers of Australian female consumers in the financial product market. More precisely, it examines how the integrative effects of…

Distrust of banks among the unbanked and banked

John Grable, Eun Jin Kwak, Kristy Archuleta

The purpose of this study was to explore the concept of distrust of traditional banking institutions as a factor that can explain the choice to remain unbanked in a marketplace…