International Journal of Bank Marketing: Volume 36 Issue 2

Digital banking, customer experience and bank financial performance: UK customers’ perceptions

Cajetan I. Mbama, Patrick O. Ezepue

The purpose of this paper is to examine customers’ perceptions of digital banking (DB), customer experience, satisfaction, loyalty and financial performance (FP) in UK banks.

Assessing the intentions to use internet banking: The role of perceived risk and trust as mediating factors

Kanokkarn Snae Namahoot, Tipparat Laohavichien

The purpose of this paper is to examine the relationships among five dimensions of service quality towards the overall behavioural intentions to use internet banking in Thailand…

Perceived risk and intention to use internet banking: The effects of self-confidence and risk acceptance

Daiane Lampugnani Marafon, Kenny Basso, Lélis Balestrin Espartel, Márcia Dutra de Barcellos, Eduardo Rech

The purpose of this paper is to analyze the moderating role of self-confidence and risk acceptance on the relationship between perceived risk and intention to use internet banking.

Shari’ah supervisory board characteristics effects on Islamic banks’ performance: Evidence from Malaysia

Naji Mansour Nomran, Razali Haron, Rusni Hassan

Islamic banks (IBs) must stay Shari’ah compliant to enhance their customer loyalty and obtain a competitive edge. Given the performance of Shari’ah supervisory board (SSB…

Measuring efficiencies of Bangladeshi and Indonesian microfinance institutions: A data envelopment analysis and latent growth curve modeling approach

Haruna Babatunde Jaiyeoba, Abideen Adeyemi Adewale, Khairunisah Ibrahim

The purpose of this paper is to measure the technical efficiency and growth trajectory of Bangladeshi and Indonesian microfinance institutions (MFIs). The motivation for this…

A comparison of two multivariate analysis methods for segmenting users of alternative payment means

Sergios Dimitriadis, Nikolaos Kyrezis, Manos Chalaris

Alternative payment means have been expanding rapidly in recent years. The need to identify the segments of customers that are targetable for both financial and nonfinancial…

Customer empowerment and firms’ performance: The mediating effects of innovation and customer satisfaction

Sarra Berraies, Manel Hamouda

The purpose of this paper is to examine the effect of customer empowerment (CE) on financial performance and the role of innovation and customer satisfaction as mediating…

Predicting the intention to use mobile banking in India

Sindhu Singh, R.K. Srivastava

The purpose of this paper is to identify factors influencing the adoption of mobile banking in India and develop and empirically validate a model explaining the behavioural…

Consumers’ acceptance and use of plastic money in Harare, Zimbabwe: Application of the unified theory of acceptance and use of technology 2

Charles Makanyeza, Simolini Mutambayashata

The purpose of this paper is to apply unified theory of acceptance and use of technology 2 to determine factors influencing acceptance and use of plastic money in Zimbabwe.

Perspectives on “other” customers’ roles in citizenship behaviour

Estelle van Tonder, Daniël Johannes Petzer

The purpose of this paper is to examine the impact of source credibility (expertise and trustworthiness) on perceived value (perceived usefulness (PU)), as well as the latter’s…