International Journal of Bank Marketing: Volume 41 Issue 7

Is technology truly improving the customer experience? Analysing the intention to use open banking in Indonesia

Nofie Iman, Sahid Susilo Nugroho, Eddy Junarsin, Rizky Yusviento Pelawi

Open banking, with its promise to revolutionise electronic transactions through open application programming interfaces (APIs), aims to bridge the gap between banks and non-banks…

The direct and indirect effects of financial socialization and psychological characteristics on young professionals' personal financial management behavior

Kirti Goyal, Satish Kumar, Arvid Hoffmann

Prior work expresses concern about young people's rising debt and lack of financial preparedness. This study focuses on how financial socialization and psychological…

Understanding financial professionals' perceptions of their clients' financial behaviors

Tania Morris, Lamine Kamano, Stéphanie Maillet

This article describes financial professionals' perceptions of their clients' financial behaviors and the explanatory factors underlying these behaviors.

Trust recovery tactics in financial services: the moderating role of service failure severity

Ali Raza, Rodoula Tsiotsou, Muhammad Sarfraz, Muhammad Ishtiaq Ishaq

Given the fierce competition in financial services, service failure management and trust restoration tactics are becoming strategic priorities. Studies investigating trust…

Integrating ISS and SOR models to investigate the determinants of continuance intention toward using m-payment for donations (Sadaqah): the moderating role of Islamic religiosity

Mohamed M. Elsotouhy, Abdelkader M. A. Mobarak, Mona I. Dakrory, Mohamed A. Ghonim, Mohamed A. Khashan

Despite the significance of donations (Sadaqah) via mobile payment in Islamic countries, little is known about the variables influencing continuance intention toward using…

Using item response theory in the assessment of the financial well-being scale: an application in Brazil and India

Mateus Canniatti Ponchio, Mayank Jyotsna Soni, Mousumi Singha Mahapatra, Soumya Sarkar

This study aims to evaluate Netemeyer and colleagues' much cited financial well-being scale in Brazil and India and compare responses from different demographics. It also compares…

Trust in the financial services context: a meta-analysis

Fernando de Oliveira Santini, Luciene Eberle, Wagner Junior Ladeira, Gabriel Sperandio Milan, Ana Paula Graciola, Cláudio Hoffmann Sampaio

This article presents a systematic framework with a meta-analytic approach to finding various antecedents, consequents and moderating effects of trust in financial services.

Toward an understanding of Pakistani customers' adoption of smart banking services: an extended application of UTAUT2 model with big brother effect and information privacy concern

Muhammad Hassaan, Gang Li, Asif Yaseen

This study examines the main factors influencing banking customers' behavior toward smart banking services (SBS) adoption in Pakistan. This study extends the unified theory of…

A comparative examination of the motivating factors underpinning consumers' loyalty toward credit card usage in the United States and France

Katariina Juusola, Kwabena G. Boakye, Charles Blankson, Guangming Cao

This study aims to develop and validate a cross-national framework to identify the motivation underpinning consumers' (i.e. the general public's) loyalty toward credit card usage…

FinTech credit: uncovering knowledge base, intellectual structure and research front

Nisha Mary Thomas, Priyam Mendiratta, Smita Kashiramka

Owing to the dramatic rise of FinTech credit in the financial sector, this study describes its knowledge and intellectual structure and paves the way for future research.

Mutual funds marketing: a hybrid review and framework development

Niket Thakker, Hitesh Kalro, Mayank Joshipura, Prashant Mishra

This study examines current dynamics, consolidates current knowledge, elicits trends, identifies and analyzes primary research clusters, and offers future research directions for…

Banking in the metaverse: a new frontier for financial institutions

Keng-Boon Ooi, Garry Wei-Han Tan, Eugene Cheng-Xi Aw, Tat-Huei Cham, Yogesh K. Dwivedi, Rohita Dwivedi, Laurie Hughes, Arpan Kumar Kar, Xiu-Ming Loh, Emmanuel Mogaji, Ian Phau, Anshuman Sharma

Technological advancements have catalyzed disruption in the banking sector. The impact of the metaverse on the banking sector is no exception. In view of this, the current paper…

Digitalization and bank profitability: evidence from an emerging country

Quang Thi Thieu Nguyen, Ly Thi Hai Ho, Dat Thanh Nguyen

This study aims to investigate the effect of digitalization on bank profitability among Vietnamese banks.

The effects of the theory of planned behaviour on the switching propensity of retail banking customers at different critical switching incidents

Maria Georgiou, Sofia Daskou, Athanasios Anastasiou, Michailina Siakalli

The paper aims to explore the effects of the behavioural antecedents suggested by the theory of planned behaviour (TPB) (i.e. positive subjective norms, high perceived behavioural…

Redefining banks in the digital era: a typology of banks and their research, managerial and policy implications

Emmanuel Mogaji

This study aims to shed light on the evolving nature of banks in the digital era and the implications for bank marketing and management. The research addresses the need for a…

Factors affecting merchants' acceptance of P2P m-payments: a multigroup moderating effect of gender, age, and experience

Sadrac Jean Pierre, Claudel Mombeuil

This paper hypothesized that perceived relative advantage and perceived compatibility would have a positive effect on merchants' intention to accept payments via P2P mobile…

How do customer-related characteristics influence frontline bank employees' boundary spanning behaviors?

Myoung-Soung Lee, Jaewon Yoo

This study investigated the influence of ambiguous customer expectations and customer demandingness, which reflect hindrance and challenge demands, on the boundary spanning…

The moderating role of high- and low-involvement product types on customer loyalty and satisfaction in banking: an Australian perspective

Mercedez Hinchcliff, Elias Kyriazis, Grace McCarthy, Michael Mehmet

The study aims to develop a holistic model identifying the constructs that impact customer loyalty in retail banking and introduce product type as a moderating variable to the…