﻿FN Clarivate Analytics Web of Science
VR 1.0
PT J
AU Sedunov, J
AF Sedunov, John
TI Small banks and consumer satisfaction
SO JOURNAL OF CORPORATE FINANCE
LA English
DT Article
DE Consumer satisfaction; CFPB; Bank regulation; Small banks
ID DEPOSIT INSURANCE; INFORMATION; CREDIT; DEREGULATION; MARKET; TIMES
AB This paper examines the impact of the composition of local banking markets on customer satisfaction. I measure customer satisfaction at the county level using complaint data filed with the Consumer Financial Protection Bureau (CFPB) from 2012 to 2017. I find that there are fewer customer complaints in counties where there is a larger presence of small banks, holding constant the level of bank competition. This effect holds for various complaint types, market types, market demographics, and alternative econometric specifications. Additionally, I provide a detailed description of the CFPB complaint data.
C1 [Sedunov, John] Villanova Univ, Villanova, PA 19085 USA.
RP Sedunov, J (reprint author), Villanova Univ, Villanova, PA 19085 USA.
EM john.sedunov@villanova.edu
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NR 60
TC 0
Z9 0
U1 0
U2 0
PU ELSEVIER
PI AMSTERDAM
PA RADARWEG 29, 1043 NX AMSTERDAM, NETHERLANDS
SN 0929-1199
EI 1872-6313
J9 J CORP FINANC
JI J. Corp. Financ.
PD FEB
PY 2020
VL 60
AR UNSP 101517
DI 10.1016/j.jcorpfin.2019.101517
PG 22
WC Business, Finance
SC Business & Economics
GA KH3DR
UT WOS:000510527200009
OA Bronze
DA 2020-02-20
ER

PT J
AU Iqbal, K
   Roy, PK
   Alam, S
AF Iqbal, Kazi
   Roy, Paritosh K.
   Alam, Shamsul
TI The impact of banking services on poverty: Evidence from sub-district
   level for Bangladesh
SO JOURNAL OF ASIAN ECONOMICS
LA English
DT Article
DE Financial inclusion; Banking service; Poverty reduction; Bangladesh
ID FINANCIAL DEVELOPMENT; ACCESS; INCLUSION; GROWTH
AB The extent to which banking services can reduce poverty is under question as recent experimental evidence has suggested that there is no impact. Our findings, based on survey and administrative data, are to the contrary. We compile a unique dataset of banking measures and poverty indicators at the level of Bangladesh's 544 administrative sub-districts. We find a relationship between banking services and poverty reduction, and show that the relationship works through the deposit channel rather than the credit channel. We exploit variation in branch placement by sub-district between 2010 and 2015 to implement a difference-in-difference estimation approach. We also estimate ordinary least squares and fixed effects models to explore the role of factors other than banking services in poverty incidence. Broad findings supporting a role for the deposit channel, but not the credit channel, are confirmed. These results have significant policy implications as governments in developing countries are actively involved in promoting financial inclusion through the banking sector. (C) 2019 Elsevier Inc. All rights reserved.
C1 [Iqbal, Kazi] BIDS, E-17 Agargaon, Dhaka 1207, Bangladesh.
   [Roy, Paritosh K.] Univ Dhaka, ISRT, Dhaka, Bangladesh.
   [Alam, Shamsul] Govt Bangladesh, Gen Econ Div, Planning Commiss, Dhaka, Bangladesh.
RP Iqbal, K (reprint author), BIDS, E-17 Agargaon, Dhaka 1207, Bangladesh.
EM kiqbal@bids.org.bd
OI Roy, Paritosh K./0000-0002-4737-0848
FU Xi'an Jiaotong-Liverpool University; Asian Development Bank Institute,
   Suzhou, China
FX The authors are grateful to two anonymous referees for their valuable
   comments. The authors also acknowledge the feedback they received from
   participants at the 6th Seminar on Asia and Pacific Economies sponsored
   by Xi'an Jiaotong- Liverpool University and the Asian Development Bank
   Institute, Suzhou, China and the also from the participants at the
   Bangladesh Institute of Development Studies Research Almanac 2017,
   Dhaka, Bangladesh.
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NR 28
TC 0
Z9 0
U1 0
U2 0
PU ELSEVIER
PI AMSTERDAM
PA RADARWEG 29, 1043 NX AMSTERDAM, NETHERLANDS
SN 1049-0078
EI 1873-7927
J9 J ASIAN ECON
JI J. Asian Econ.
PD FEB
PY 2020
VL 66
AR 101154
DI 10.1016/j.asieco.2019.101154
PG 16
WC Economics
SC Business & Economics
GA KF9JD
UT WOS:000509555600004
OA Bronze
DA 2020-02-20
ER

PT J
AU Munandar, JM
   Oktaviani, D
   Angraini, Y
AF Munandar, Jono Mintarto
   Oktaviani, Dewi
   Angraini, Yenni
TI How important is CRM toward customer's loyalty to conventional and
   Islamic bank marketing strategy? A case study from Indonesia
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article; Early Access
DE Islamic banks; Customer relationship management; Customer loyalty;
   Conventional banks
ID RELATIONSHIP QUALITY; SATISFACTION
AB Purpose This paper aims to test the effect of customer relationship management (CRM) strategy on customer loyalty of bank customers. Design/methodology/approach The questionnaire derived from previous studies along with relevant literature was completed by 100 customers of conventional banks and 100 customers of Islamic banks. Structural equation modeling assessed the impact on customer loyalty on three key constructs of CRM programs (continuity marketing, one to one marketing and partnering). Findings Two out of three variables, which is continuity marketing and partnering, have significant effects on both banks. Continuity marketing is the dominant variable at conventional banks. Partnering is the dominant variable at Islamic banks.
   Originality/value Advanced and specific knowledge relevant to CRM in banking service industries.
C1 [Munandar, Jono Mintarto] FEM Inst Pertanian Bogor, Dept Management, Bogor, Indonesia.
   [Oktaviani, Dewi] Inst Pertanian Bogor, Dept Management, FEM, Bogor, Indonesia.
   [Angraini, Yenni] FMIPA Inst Pertanian Bogor, Dept Stat, Bogor, Indonesia.
RP Munandar, JM (reprint author), FEM Inst Pertanian Bogor, Dept Management, Bogor, Indonesia.
EM jonomu@apps.ipb.ac.id
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NR 38
TC 0
Z9 0
U1 4
U2 4
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
DI 10.1108/JIMA-07-2019-0146
EA JAN 2020
PG 18
WC Business
SC Business & Economics
GA KB3RQ
UT WOS:000506417400001
DA 2020-02-20
ER

PT J
AU Singh, R
   Pandiya, B
   Upadhyay, CK
   Singh, MK
AF Singh, Ranjit
   Pandiya, Bhartrihari
   Upadhyay, Chandra Kant
   Singh, Manas K.
TI IT-Governance Framework Considering Service Quality and Information
   Security in Banks in India
SO INTERNATIONAL JOURNAL OF HUMAN CAPITAL AND INFORMATION TECHNOLOGY
   PROFESSIONALS
LA English
DT Article
DE Banking; Information Security; IT-Governance; Service Quality
ID CUSTOMER SATISFACTION; MANAGEMENT; MODEL
AB This study proposes an IT-Governance framework for the Indian Banking Industry. This research explores the factors predicting customer loyalty in retail banking. The classical SERVQUAL model that captures consumer insight of a service along the five dimensions (reliability, assurance, tangibles, empathy, responsiveness) and is combined with three critical factors of cyber / information security, namely confidentiality, integrity and availability (CIA) to generate a conceptual framework for IT-governance in Indian Banking. A survey with more than 150 respondents was conducted. The study concludes that customers have a moderate to low perception on current Indian banking infrastructure and other dimensions of services quality it provides, while a highly favourable perception of the parameters of information security and hence, it can be leveraged to implement certain critical policies of the government with requires confidentiality and integrity.
C1 [Singh, Ranjit; Pandiya, Bhartrihari; Upadhyay, Chandra Kant; Singh, Manas K.] Indian Inst Informat Technol, Allahabad, Uttar Pradesh, India.
RP Singh, R (reprint author), Indian Inst Informat Technol, Allahabad, Uttar Pradesh, India.
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NR 64
TC 0
Z9 0
U1 5
U2 5
PU IGI GLOBAL
PI HERSHEY
PA 701 E CHOCOLATE AVE, STE 200, HERSHEY, PA 17033-1240 USA
SN 1947-3478
EI 1947-3486
J9 INT J HUM CAP INF TE
JI Int. J. Hum. Cap. Inf. Technol. Prof.
PD JAN-MAR
PY 2020
VL 11
IS 1
BP 64
EP 91
DI 10.4018/IJHCITP.2020010105
PG 28
WC Management
SC Business & Economics
GA KE1YP
UT WOS:000508356000005
DA 2020-02-20
ER

PT J
AU Chen, IJ
   Lee, YY
   Liu, YC
AF Chen, I-Ju
   Lee, Yu-Yi
   Liu, Yong-Chin
TI Bank liquidity, macroeconomic risk, and bank risk: Evidence from the
   Financial Services Modernization Act
SO EUROPEAN FINANCIAL MANAGEMENT
LA English
DT Article
DE bank liquidity; bank risk; Financial Services Modernization Act
ID INVESTMENT BANKING; DEPOSIT INSURANCE; CEO PAY; DETERMINANTS;
   DEREGULATION; COMPETITION; INCENTIVES; CREDIT; CRISIS
AB We investigate the empirical relationship between macroeconomic risk, bank liquidity, and bank risk surrounding the 1999 Financial Services Modernization Act. We propose that bank risk and liquidity are positively related as macroeconomic risk increases, and that this effect is particularly strong after the Gramm-Leach-Bliley Act (GLBA). We test our hypotheses by collecting data from 1994 to 2006 for banks in the United States. The results show that banks flush with liquid assets in a high macroeconomic risk environment conducted more lending activities following the enactment of the GLBA, leading to higher bank risk. Our study complements the understanding of bank liquidity management.
C1 [Chen, I-Ju; Lee, Yu-Yi] Yuan Ze Univ, Discipline Finance, Coll Management, Taoyuan, Taiwan.
   [Liu, Yong-Chin] Asia Univ, Coll Management, Dept Finance, Taichung, Taiwan.
RP Chen, IJ (reprint author), Yuan Ze Univ, Discipline Finance, Coll Management, Taoyuan, Taiwan.
EM ijchen@saturn.yzu.edu.tw; s1017441@mail.yzu.edu.tw; chinyda@asia.edu.tw
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NR 47
TC 0
Z9 0
U1 2
U2 2
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1354-7798
EI 1468-036X
J9 EUR FINANC MANAG
JI Eur. Financ. Manag.
PD JAN
PY 2020
VL 26
IS 1
BP 143
EP 175
DI 10.1111/eufm.12208
PG 33
WC Business, Finance
SC Business & Economics
GA JZ7GY
UT WOS:000505277900005
DA 2020-02-20
ER

PT J
AU Yasin, M
   Liebana-Cabanillas, F
   Porcu, L
   Kayed, RN
AF Yasin, Mahmoud
   Liebana-Cabanillas, Francisco
   Porcu, Lucia
   Kayed, Rasem N.
TI The role of customer online brand experience in customers' intention to
   forward online company-generated content: The case of the Islamic online
   banking sector in Palestine
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Customer online brand experience; Online brand community engagement;
   Company-generated content; Islamic banking; Intention to forward
ID SCALE DEVELOPMENT; SOCIAL MEDIA; ENGAGEMENT; TRUST; COMMUNITIES;
   INFORMATION; ACCEPTANCE; LOYALTY
AB The purpose of this study is twofold: Firstly, to assess the impact of customer online brand experience (COBE) with online banking on customer's intention to forward online company-generated content (CGC). Secondly, to explore the role of online brand community engagement (OBCE) and the perceived trust of brand community page (BCP) as mediating variables between COBE and the intention to forward online CGC. This research conducted an online survey among various Islamic bank customers in Palestine who were members of online brand communities (fan pages) on Facebook. 375 valid responses were collected and results revealed that COBE exerts a dual influence on intention to forward CGC. This study is a pioneering empirical research on the role of OBCE in customers' intention to forward online CGC within the fast-growing Islamic banking industry. This study contributes to fill this research gap by assessing the effect of COBE on OBCE and intention to forward online CGC within the context of the Islamic online banking sector in Palestine. In this sense, this study is a first-of-its-kind research on the role of experience on customer engagement with regard to online brand communities of Islamic banks.
C1 [Yasin, Mahmoud; Kayed, Rasem N.] Arab Amer Univ, Dept Mkt, Jenin, Palestine.
   [Liebana-Cabanillas, Francisco; Porcu, Lucia] Univ Granada, Dept Mkt & Market Res, Granada, Spain.
   [Kayed, Rasem N.] Massey Univ, Palmerston North, New Zealand.
RP Liebana-Cabanillas, F (reprint author), Univ Granada, Fac Econ & Business Adm, Mkt & Market Res Dept, Campus Univ La Cartuja S-N, E-18071 Granada, Spain.
EM mahmoud.yasin@aauj.edu; franlieb@ugr.es; luciapor@go.ugr.es;
   K_rasem@hotmail.com
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NR 86
TC 0
Z9 0
U1 5
U2 5
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD JAN
PY 2020
VL 52
AR UNSP 101902
DI 10.1016/j.jretconser.2019.101902
PG 11
WC Business
SC Business & Economics
GA JP0IG
UT WOS:000497954800052
OA Bronze
DA 2020-02-20
ER

PT J
AU Elvery, JA
   Schweitzer, ME
AF Elvery, Joel A.
   Schweitzer, Mark E.
TI PARTIALLY DISAGGREGATED HOUSEHOLD-LEVEL DEBT SERVICE RATIOS:
   CONSTRUCTION, VALIDATION, AND RELATIONSHIP TO BANKRUPTCY RATES
SO CONTEMPORARY ECONOMIC POLICY
LA English
DT Article
ID CONSUMER BANKRUPTCY
AB Using individual-level debt payments data from a credit bureau, we estimate debt service ratios by debt type for the United States. While highly correlated with the Board of Governors' national debt service ratio, we identify some required payments categories that vary substantively from the aggregate assumptions used in the Board's published data series. Estimating novel state and metropolitan statistical area (MSA)-level debt service ratios, we show that debt service ratios rose dramatically during the 2000s housing boom in several of the most impacted states and MSAs. Our state-level debt service ratios are shown to be useful in predicting state bankruptcy rates. (JEL D14, C8, E50)
C1 [Elvery, Joel A.; Schweitzer, Mark E.] Fed Reserve Bank Cleveland, Dept Res, Cleveland, OH 44101 USA.
RP Elvery, JA (reprint author), Fed Reserve Bank Cleveland, Dept Res, Cleveland, OH 44101 USA.
EM joel.elvery@clev.frb.org; mark.schweitzer@clev.frb.org
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NR 23
TC 0
Z9 0
U1 0
U2 0
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1074-3529
EI 1465-7287
J9 CONTEMP ECON POLICY
JI Contemp. Econ. Policy
PD JAN
PY 2020
VL 38
IS 1
BP 166
EP 187
DI 10.1111/coep.12434
PG 22
WC Economics; Public Administration
SC Business & Economics; Public Administration
GA JN8JC
UT WOS:000497137100011
DA 2020-02-20
ER

PT J
AU Shabbir, MS
AF Shabbir, Malik Shahzad
TI Nexus between customer preference and operation of conventional banks
   Islamic windows in Pakistan
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Customer satisfaction; Technology; Preference; Islamic education;
   Religious education; Islamic windows
AB Purpose The purpose of this study is to investigate the nexus between preferences of customers toward operations of Islamic windows from conventional banks. However, financial institution system of any country has a dominant importance for its growth level. This study makes a comparative analysis and nexus among Islamic windows of conventional banks, Islamic and conventional banks. Design/methodology/approach A well-designed questionnaire has been made and distributed among three types of bank customers to get their perception and preference regarding services qualities and operations from all three types of financial institutions. This study used statistical package of social sciences software for data analysis. Findings The results revealed that customers from Islamic windows have serious dispute on its Shariah-compliant regulation and fifty one per cent (51 per cent) of customer did not trust on the member of Shariah board. The mid age of customers preferred the services of Islamic windows, as it has multi-dimensional options for customers. Finally, customers from almost all three types prestigious that technology has found a significant impact for better service qualities and found a positive change in customer behavior. Originality/value This study is a first ever attempt in its nature to investigate that the customer's preferences and different operations exist in three types of banking system in Pakistan. This study also helps to policymakers regarding customer needs and wants to provide better services.
C1 [Shabbir, Malik Shahzad] Univ Lahore, Lahore, Pakistan.
RP Shabbir, MS (reprint author), Univ Lahore, Lahore, Pakistan.
EM mshahzad786.pk11@gmail.com
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NR 33
TC 0
Z9 0
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PD DEC 7
PY 2019
VL 11
IS 1
BP 50
EP 65
DI 10.1108/JIMA-03-2018-0063
PG 16
WC Business
SC Business & Economics
GA KB1JH
UT WOS:000506256800004
DA 2020-02-20
ER

PT J
AU Suhartanto, D
   Gan, C
   Sarah, IS
   Setiawan, S
AF Suhartanto, Dwi
   Gan, Christopher
   Sarah, Ira Siti
   Setiawan, Setiawan
TI Loyalty towards Islamic banking: service quality, emotional or religious
   driven?
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Islamic banking; Customer loyalty; Religiosity; Service quality;
   Customer satisfaction; Emotional attachment
ID CUSTOMER SATISFACTION; CONSUMER ATTITUDES; INTENTIONS; ATTACHMENT;
   BEHAVIOR; MUSLIM; TRUST; IMAGE
AB Purpose This paper aims to integrate and examine three loyalty routes (i.e. service quality, emotional attachment and religiosity) in developing customer loyalty towards Islamic banking. Design/methodology/approach Data were collected from 412 Islamic bank customers from Indonesia. Variance-based structural equation modelling was applied to evaluate the association between service quality, emotional attachment, religiosity and customer loyalty. Findings This study reveals that customer loyalty is more driven by emotional attachment and religiosity rather than by perceived service quality. Although not directly affecting customer loyalty, service quality strengthens customer satisfaction towards Islamic banks. Practical implications - This study provides an opportunity for Islamic bank managers to increase their customer loyalty through the development of emotional attachment and religiosity. To improve customer loyalty, this study suggests that Islamic banks have to provide prompt, accurate and non-personal service. It is also important for Islamic bank managers to keep the bank operation compliant with the Sharia law. Originality/value This study is the first attempt to assess the three loyalty routes simultaneously in influencing customer loyalty.
C1 [Suhartanto, Dwi; Sarah, Ira Siti] Politekn Negeri Bandung, Dept Business Adm, Bandung, Indonesia.
   [Gan, Christopher] Lincoln Univ, Dept Agribusiness & Commerce, Lincoln, New Zealand.
   [Setiawan, Setiawan] Politekn Negeri Bandung, Dept Accounting, Bandung, Indonesia.
RP Sarah, IS (reprint author), Politekn Negeri Bandung, Dept Business Adm, Bandung, Indonesia.
EM ira.sarah@polban.ac.id
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NR 50
TC 0
Z9 0
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PD DEC 7
PY 2019
VL 11
IS 1
BP 66
EP 80
DI 10.1108/JIMA-01-2018-0007
PG 15
WC Business
SC Business & Economics
GA KB1JH
UT WOS:000506256800005
DA 2020-02-20
ER

PT J
AU Asnawi, N
   Sukoco, BM
   Fanani, MA
AF Asnawi, Nur
   Sukoco, Badri Munir
   Fanani, Muhammad Asnan
TI The role of service quality within Indonesian customers satisfaction and
   loyalty and its impact on Islamic banks
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Indonesia; Service quality; Islamic commercial bank; Muslim consumer
   perspective
ID TRUST; MODEL; PERCEPTIONS; DIMENSIONS; PERFORMANCE; MUSLIM; IMAGE
AB Purpose Loyalty among customers is the baseline for services to use to grow and sustain their competitive advantage, particularly in the banking industry. There are two primary objectives of this research. First, this study aims to empirically test the Muslim Consumer Service Quality (MCSQ). Second, this study aims to test the mediating effect of Muslim Consumer Satisfaction (MCS) on the relationship between MCSQ and Muslim Consumer Loyalty (MCL) in Indonesian Islamic banks. Design/methodology/approach The proposed hypotheses were tested by collecting data from 280 Indonesian Islamic customers. The collected data were tested using PLS-Graph 3.0. Findings The findings indicate that MCSQ (consisting of Islamic values, Sharia compliance, honesty, modesty, humaneness and trustworthiness) positively influenced MCS and MCL significantly. Further, the results indicate that MCS partially mediates the influence of MCSQ on MCL. Research limitations/implications - The data were mainly gathered in Indonesia and the model needs to be tested in other contexts. Furthermore, the questionnaire was distributed among the customers of Islamic banks, and future studies could compare it with the customers of conventional banks or dual account (Islamic and conventional bank) customers. Moreover, further studies should compare between the expectations and reality of the delivered services to understand the service quality gap, which this study did not measure. Practical implications - The findings indicate that by measuring the service quality in the Islamic context of Islamic banks, such as MCSQ, the managers can design their services to specifically target their Muslim customers. Furthermore, customer satisfaction must be the focus for the bank's managers when developing MCSQ to close the gap between the expectations and reality of the delivered services. Originality/value This study empirically tests the developed MCSQ in the context of Indonesian Islamic banks, which is expected to enrich the literature of service marketing. Furthermore, a partial mediation effect of MCS was identified on the influence of MCSQ on MCL, which few studies have discussed previously.
C1 [Asnawi, Nur] Univ Islam Negeri Maulana Malik Ibrahim Malang, Fac Econ, Dept Management, Malang, Indonesia.
   [Sukoco, Badri Munir] Univ Airlangga, Dept Management, Surabaya, Indonesia.
   [Fanani, Muhammad Asnan] Univ Islam Negeri Maulana Malik Ibrahim Malang, Dept Management, Malang, Indonesia.
RP Sukoco, BM (reprint author), Univ Airlangga, Dept Management, Surabaya, Indonesia.
EM badri@feb.unair.ac.id
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NR 87
TC 0
Z9 0
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PD DEC 7
PY 2019
VL 11
IS 1
BP 192
EP 212
DI 10.1108/JIMA-03-2017-0033
PG 21
WC Business
SC Business & Economics
GA KB1JH
UT WOS:000506256800012
DA 2020-02-20
ER

PT J
AU Pitchay, AB
   Thaker, MABT
   Azhar, Z
   Mydin, A
   Thaker, HBT
AF Pitchay, Anwar Bin Allah
   Thaker, Mohamed Asmy Bin Mohd Thas
   Azhar, Zubir
   Mydin, Al Amin
   Thaker, Hassanudin Bin Mohd Thas
TI Factors persuade individuals' behavioral intention to opt for Islamic
   bank services Malaysian depositors' perspective
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Structural equation modelling; Islamic bank; The theory of planned
   behaviour
ID PLANNED BEHAVIOR
AB Purpose The sustainable development of Islamic banking services has motivated a significant number of depositors to choose Islamic bank services instead of the conventional bank. There are various factors that can persuade the depositors' choice to choose an Islamic bank. This paper aims to examine the factors that persuade individuals' behavioral intention to choose Islamic bank services. Design/methodology/approach To achieve this objective, this study uses the theory of planned behavior (TPB) as the underlying theory to measure the factors that persuade the depositors' behavioral intention to choose Islamic bank services. A total of 300 questionnaires were distributed to the Malaysian Islamic Bank's depositors in Peninsular Malaysia. The data from the questionnaires were analyzed using structural equation modeling (SEM). Findings The result showed the three variables that predicted behavioral intentions of the depositors, namely, attitude (ATT), subjective norms (SN) and perceived behavioral control (PBC), were found to be significant in persuading depositors' behavioral intention to choose Islamic bank services. Furthermore, the findings of the study also confirmed the relevance of using TPB to measure the depositors' behavioral intention. The results could advance knowledge in the area of Islamic finance and also have positive implications for practitioners. Originality/value The study offers an insight into the present environment involving Islamic banking services which was established in Malaysia 30 years ago. In the context of the current study, the present environment refers to the depositors' intention to opt for the service and the factors that influence the depositors to choose Islamic banking services apart from the religious factor which has been well acknowledged by a significant number of previous studies.
C1 [Pitchay, Anwar Bin Allah] Univ Sains Malaysia Minden, Dept Islamic Finance, Minden, Malaysia.
   [Thaker, Mohamed Asmy Bin Mohd Thas] Int Islamic Univ Malaysia, Dept Econ Econ & Management Sci, Kuala Lumpur, Malaysia.
   [Azhar, Zubir] Univ Sains Malaysia Minden, Dept Accounting, Minden, Malaysia.
   [Mydin, Al Amin] Univ Sains Malaysia Minden, Dept Educ, Minden, Malaysia.
   [Thaker, Hassanudin Bin Mohd Thas] HELP Univ, Fac Business Econ & Accounting, Kuala Lumpur, Malaysia.
RP Pitchay, AB (reprint author), Univ Sains Malaysia Minden, Dept Islamic Finance, Minden, Malaysia.
EM anwarap@usm.my
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NR 29
TC 0
Z9 0
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PD DEC 7
PY 2019
VL 11
IS 1
BP 234
EP 250
DI 10.1108/JIMA-02-2018-0029
PG 17
WC Business
SC Business & Economics
GA KB1JH
UT WOS:000506256800014
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Kaur, H
   Arora, S
AF Kaur, Harpreet
   Arora, Sangeeta
TI Demographic influences on consumer decisions in the banking sector:
   evidence from India
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Bank selection; Demographics; Consumer behavior; Choice criteria;
   Customers
ID SELECTION; CUSTOMERS; DETERMINANTS; ATTITUDES; BEHAVIOR; CRITERIA;
   CHOICE
AB The aim of this research was to devise an instrument that achieves complete dimensionality of bank selection attributes considered by Indian customers in choosing a particular bank and assess how these dimensions differ across demographic subgroups. A quantitative methodology was used in the analysis of responses given by 683 bank customers, acquired by focus-group interviews and a well-structured questionnaire. The results showed that determinants of bank selection, such as convenience and service delivery, differ significantly by gender, age, educational level, occupational level, income, and the type of bank. The originality of the research was its novelty in investigating demographic differences in the bank selection decisions of Indian customers to guide India's banking management toward more effective marketing and services. The study augmented the theoretical body of knowledge in the area of bank selection decisions. The results provide practical implications for bank managers, marketing experts, and advertising executives to devise appropriate marketing strategies to accommodate their customers' preferences. Banks can use the research findings to efficiently channel their demographic-driven marketing to win over the targeted customers.
C1 [Kaur, Harpreet] Manipal Acad Higher Educ, Dept Commerce, Manipal 576104, Karnataka, India.
   [Arora, Sangeeta] Guru Nanak Dev Univ, Univ Sch Financial Studies, Amritsar 143001, Punjab, India.
RP Kaur, H (reprint author), Manipal Acad Higher Educ, Dept Commerce, Manipal 576104, Karnataka, India.
EM sophiee3088@gmail.com; sukhsangeet@yahoo.com
OI kaur, Harpreet/0000-0003-3043-9770
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NR 60
TC 0
Z9 0
U1 1
U2 1
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD DEC
PY 2019
VL 24
IS 3-4
BP 81
EP 93
DI 10.1057/s41264-019-00067-4
PG 13
WC Business
SC Business & Economics
GA JM6AL
UT WOS:000496294900003
DA 2020-02-20
ER

PT J
AU Ananda, S
   Devesh, S
AF Ananda, S.
   Devesh, Sonal
TI Service quality dimensions and customer satisfaction: empirical evidence
   from retail banking sector in Oman
SO TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
LA English
DT Article
DE retail banking; service quality; customer satisfaction; customer
   expectation; customer perception; SERVQUAL
ID CONSUMER PERCEPTIONS; MODEL; EXPECTATIONS
AB The purpose of this study is to examine the level of customer satisfaction on service quality in the perception of retail banking customers in Oman. The service quality of the banks is assessed under five dimensions with 25 different attributes. The primary data were collected through a structured questionnaire from 152 respondents chosen using the 'snowball' method. The research design is quantitative and the five-dimensional SERVQUAL model was used to examine the service quality gaps between customers' expectation and perception. The effect of service quality dimensions on customer satisfaction was estimated using descriptive statistics, one sample t-tests, and correlation and regression analysis techniques. The results of the study revealed that expectation of customers was higher than their perception under all five service quality dimensions. The highest and the least service quality gap was found in the dimension of 'empathy' and 'tangibility', respectively. The findings indicate that all five service quality dimensions of the study exert a positively significant effect on customer satisfaction. In competitive environment, the banks can have a competitive edge by providing superior quality services to enhance customer satisfaction. Hence, the findings of this study will help the Omani banks to plan strategy in service delivery that leads to customer satisfaction.
C1 [Ananda, S.; Devesh, Sonal] Coll Banking & Financial Studies, Postgrad Studies & Res Dept, Muscat, Oman.
RP Ananda, S (reprint author), Coll Banking & Financial Studies, Postgrad Studies & Res Dept, Muscat, Oman.
EM anand@cbfs.edu.om
FU College of Banking and Financial Studies [101/2015-16]
FX This work was supported by College of Banking and Financial Studies
   [grant number 101/2015-16].
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NR 52
TC 0
Z9 0
U1 7
U2 7
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1478-3363
EI 1478-3371
J9 TOTAL QUAL MANAG BUS
JI Total Qual. Manag. Bus. Excell.
PD NOV 17
PY 2019
VL 30
IS 15-16
BP 1616
EP 1629
DI 10.1080/14783363.2017.1393330
PG 14
WC Management
SC Business & Economics
GA JP7IG
UT WOS:000498434100004
DA 2020-02-20
ER

PT J
AU Ladyzynski, P
   Zbikowski, K
   Gawrysiak, P
AF Ladyzynski, Piotr
   Zbikowski, Kamil
   Gawrysiak, Piotr
TI Direct marketing campaigns in retail banking with the use of deep
   learning and random forests
SO EXPERT SYSTEMS WITH APPLICATIONS
LA English
DT Article
DE Consumer credit; Retail banking; Direct marketing; Marketing campaigns;
   Database marketing; Random forest; Deep learning; Deep belief networks;
   Data mining; Time series; Feature selection; Boruta algorithm
ID FEATURE-SELECTION; PATTERN
AB Credit products are a crucial part of business of banks and other financial institutions. A novel approach based on time series of customer's data representation for predicting willingness to take a personal loan is shown. Proposed testing procedure based on moving window allows detection of complex, sequential, time based dependencies between particular transactions. Moreover, this approach reduces noise by eliminating irrelevant dependencies that would occur due to the lack of time dimension analysis.
   The system for identifying customers interested in credit products, based on classification with random forests and deep neural networks is proposed. The promising results of empirical studies prove that the system is able to extract significant patterns from customers historical transfer and transactional data and predict credit purchase likelihood. Our approach, including the testing method, is not limited to banking sector and can be easily transferred and implemented as a general purpose direct marketing campaign system. (C) 2019 Elsevier Ltd. All rights reserved.
C1 [Ladyzynski, Piotr] Warsaw Univ Technol, Fac Math & Comp Sci, Koszykowa 75, PL-00662 Warsaw, Poland.
   [Zbikowski, Kamil; Gawrysiak, Piotr] Warsaw Univ Technol, Inst Comp Sci, Nowowiejska 15-19, PL-00665 Warsaw, Poland.
RP Ladyzynski, P (reprint author), Warsaw Univ Technol, Fac Math & Comp Sci, Koszykowa 75, PL-00662 Warsaw, Poland.
EM p.ladyzynski@mini.pw.edu.pl; k.zbikowski@ii.pw.edu.pl;
   p.gawrysiak@ii.pw.edu.pl
CR ApacheSpark, 2018, AP SPARK FRAM
   Bose I, 2009, EUR J OPER RES, V195, P1, DOI 10.1016/j.ejor.2008.04.006
   Breiman L., 2017, CLASSIFICATION REGRE
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NR 23
TC 0
Z9 0
U1 47
U2 56
PU PERGAMON-ELSEVIER SCIENCE LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, ENGLAND
SN 0957-4174
EI 1873-6793
J9 EXPERT SYST APPL
JI Expert Syst. Appl.
PD NOV 15
PY 2019
VL 134
BP 28
EP 35
DI 10.1016/j.eswa.2019.05.020
PG 8
WC Computer Science, Artificial Intelligence; Engineering, Electrical &
   Electronic; Operations Research & Management Science
SC Computer Science; Engineering; Operations Research & Management Science
GA IJ6FH
UT WOS:000475997000003
DA 2020-02-20
ER

PT J
AU Gordon, LR
AF Gordon, Leo-Rey
TI Impact of correspondent bank de-risking on money service businesses in
   Jamaica
SO JOURNAL OF FINANCIAL REGULATION AND COMPLIANCE
LA English
DT Article
DE Caribbean; Emerging markets; Financial inclusion; Anti-money laundering;
   Regulatory compliance; Banking system
AB Purpose The paper aims to provide needed quantitative assessments of the impact of the withdrawal of correspondent banking to small emerging economies. It serves to identify the extent to which global anti-money laundering and combatting the financing of terrorism (AML/CFT) standards have influenced global banks' decision to withdraw correspondent banking from some jurisdictions and the subsequent economic spillover effects on other non-bank financial entities. Design/methodology/approach Separate semi-structured surveys are issued to banks and money services businesses in Jamaica. Analysis of the responses identify the initial impact of de-risking on banks and the subsequent spillover effect on the other aspects of the financial system. Findings Results show significant spillover effects on money services businesses in their ability to transact in foreign currency with local commercial banks. Further, the scale of this impact is greater and costlier for smaller entities. Research limitations/implications - The economic consequences of the direct and indirect impact of correspondent bank de-risking are increased concentration risks and the potential expansion of shadow financial activity. Practical implications - Tighter AML/CFT standards coupled with action of over-compliance has created unintended consequences for small developing countries across the globe. In Jamaica, commercial banks have either lost correspondent relationships or have had restrictions placed on the types of services available. It creates risks to economic growth and development through the hindrance of access to international financial markets for payments, trade and commerce. Originality/value This study is the first among research on the issue of correspondent bank de-risking to provide quantitative assessments of the impact on local financial systems.
C1 [Gordon, Leo-Rey] Bank Jamaica, Dept Financial Stabil, Kingston, Jamaica.
RP Gordon, LR (reprint author), Bank Jamaica, Dept Financial Stabil, Kingston, Jamaica.
EM leorey1@gmail.com
CR Board Financial Stability, 2015, REP G20 ACT TAK ASS
   Caribbean Centre for Money and Finance, 2016, 1 CAR CTR MON FIN
   Caribbean Development Bank, 2016, STRAT SOL DER DECL C
   Caribbean Financial Action Task Force, 2017, ANT LAUND COUNT TERR
   Casu B., 2018, 2017001 SWIFT I
   Farias ME, 2014, ECON POLIT-OXFORD, V26, P96, DOI 10.1111/ecpo.12028
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   Financial Stability Board, 2016, FSB ACT PLAN ASS ADD
   Financial Stability Board, 2018, FSB ACT PLAN ASS ADD
   Financial Stability Board, 2017, FSB ACT PLAN ASS ADD
   Financial Stability Board, 2018, STOCKT REM SERV PROV
   Geiger H, 2007, J MONEY LAUND CONTRO, V10, P91, DOI 10.1108/13685200710721881
   International Monetary Fund, 2017, LOSS CORR BANK REL C
   InternationalMonetary Fund, 2017, REC TRENDS CORR BANK
   Masciandaro D., 1999, EUROPEAN J LAW EC, V7, P225, DOI DOI 10.1023/A:1008776629651
   McLean E., 2008, WORKING PAPER
   McLean S., 2018, UN STUDIES PERSPECTI, V67
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   World Bank, 2015, FACT FIND SUMM DER S
   World Bank, 2015, WORKING PAPER
NR 21
TC 0
Z9 0
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1358-1988
EI 1740-0279
J9 J FINANC REGUL COMPL
JI J. Financ. Regul. Compliance
PD NOV 11
PY 2019
VL 27
IS 4
BP 479
EP 493
DI 10.1108/JFRC-12-2018-0159
PG 15
WC Business, Finance
SC Business & Economics
GA JI6NE
UT WOS:000493583200006
DA 2020-02-20
ER

PT J
AU Thaker, MABT
   Pitchay, AB
   Thaker, HBT
   Bin Amin, MF
AF Mohd Thas Thaker, Mohamed Asmy Bin
   Allah Pitchay, Anwar Bin
   Mohd Thas Thaker, Hassanudin Bin
   Bin Amin, Md Fouad
TI Factors influencing consumers' adoption of Islamic mobile banking
   services in Malaysia An approach of partial least squares (PLS)
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Malaysia; Risk; Perceived usefulness; Islamic mobile banking
ID TECHNOLOGY ACCEPTANCE MODEL; PERCEIVED EASE; USER ACCEPTANCE; PHONE
   BANKING; M-COMMERCE; INTERNET; ONLINE; DETERMINANTS; INTENTION; TRUST
AB Purpose This paper aims to test the factors that can influence the adoption of Islamic mobile banking services among the current users in Malaysia. Design/methodology/approach A sample of 250 current users of Islamic mobile banking services provided opinions about their intention to adopt Islamic mobile banking services. Later, the data are analysed using partial least squares approach. Findings Perceived usefulness and risk are the factors that influence the intention to adopt Islamic mobile banking services among the existing users. Research limitations/implications - There are some limitations of the current study. The sample size and area of study becomes the obvious limitations. Thus, there is a need for caution in the interpretation of the results and the conclusion cannot be as generalised. Besides, the use of current factors might limit the ability to explore other potentially important determinants of the users. Thus, future research can be conducted by incorporating new factors and provide new insights for Islamic mobile banking services. In addition, the sample is biased towards people who are currently using mobile banking services. Practical implications - By understanding these factors among the customers, it would help the industry player, particularly Islamic financial institutions to plan and strategise appropriate policies and support necessary programme on diversifying and promoting financial transaction using mobile banking services among their existing and potential customers. Originality/value This paper offers an additional literature on Islamic mobile banking, especially from the Malaysian context. There is a lack of study that focusses on Islamic mobile banking services. The paper is considered to be the first attempt to examine factors that influence Malaysian Islamic banking customers to adopt Islamic mobile banking services, which is not often considered in previous studies.
C1 [Mohd Thas Thaker, Mohamed Asmy Bin] Int Islamic Univ Malaysia, Fac Econ & Management Sci, Dept Econ, Kuala Lumpur, Malaysia.
   [Allah Pitchay, Anwar Bin] Univ Sains Malaysia, Sch Management, Minden Penang, Malaysia.
   [Mohd Thas Thaker, Hassanudin Bin] Sunway Univ, Dept Econ & Finance, Bandar Sunway, Malaysia.
   [Bin Amin, Md Fouad] King Saud Univ, Riyadh, Saudi Arabia.
RP Pitchay, AB (reprint author), Univ Sains Malaysia, Sch Management, Minden Penang, Malaysia.
EM asmy@iium.edu.my; anwarap@usm.my; hans5587@hotmail.com;
   fbinamin@ksu.edu.sa
FU International Islamic University Malaysia [IRAGS18-001-0002]
FX The work described in this paper has been financially supported by the
   International Islamic University Malaysia (Grant ID: IRAGS18-001-0002).
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NR 100
TC 0
Z9 0
U1 9
U2 9
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PD NOV 11
PY 2019
VL 10
IS 4
BP 1037
EP 1056
DI 10.1108/JIMA-04-2018-0065
PG 20
WC Business
SC Business & Economics
GA JF1PK
UT WOS:000491159100002
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Fisher, JD
AF Fisher, Jonathan D.
TI SOCIAL INFLUENCE AND THE CONSUMER BANKRUPTCY DECISION
SO CONTEMPORARY ECONOMIC POLICY
LA English
DT Article; Early Access
ID INFORMATION
AB I examine the influence of neighbors on the consumer bankruptcy decision using administrative bankruptcy records linked to the 2000 Decennial Census. Two empirical strategies remove unobserved common factors that affect identification. The first strategy uses small geographical areas to isolate neighborhood effects, and the second strategy identifies the effect using past bankruptcy filers who moved states. The findings from both strategies reinforce each other and confirm the role of social influence on the bankruptcy decision. Having a past bankruptcy filer move into the block from a different state increases the likelihood of filing by 10%. (JEL D12, K35)
C1 [Fisher, Jonathan D.] Stanford Univ, Stanford Ctr Poverty & Inequal, Stanford, CA 94305 USA.
RP Fisher, JD (reprint author), Stanford Univ, Stanford Ctr Poverty & Inequal, Stanford, CA 94305 USA.
EM jonathan.fisher@stanford.edu
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NR 24
TC 0
Z9 0
U1 0
U2 0
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1074-3529
EI 1465-7287
J9 CONTEMP ECON POLICY
JI Contemp. Econ. Policy
DI 10.1111/coep.12449
EA NOV 2019
PG 9
WC Economics; Public Administration
SC Business & Economics; Public Administration
GA JI9LZ
UT WOS:000493784800001
DA 2020-02-20
ER

PT J
AU Yan, HB
   Meng, XS
   Ma, TJ
   Huynh, VN
AF Yan, Hong-Bin
   Meng, Xiang-Sheng
   Ma, Tieju
   Van-Nam Huynh
TI An uncertain target-oriented QFD approach to service design based on
   service standardization with an application to bank window service
SO IISE TRANSACTIONS
LA English
DT Article
DE Service design; service standardization; uncertain QFD; target-oriented
   decision analysis; bank window service
ID QUALITY FUNCTION DEPLOYMENT; GROUP DECISION-MAKING; ENGINEERING
   CHARACTERISTICS; EXPECTED VALUE; REQUIREMENTS; PRODUCT; MODELS; VALUES;
   HOUSE; CONSEQUENCES
AB This article proposes an uncertain target-oriented QFD approach to service standardization-based service design with an application to bank window service, based on a probabilistic interpretation of weighting information. On the one hand, the proposed approach performs computations solely based on the order-based semantics of linguistic labels and comparisons of linguistic profiles, without needing to quantify the qualitative concepts. It can thus guarantee the robustness of QFD and easy of use in practice. On the other hand, the proposed approach sets uncertain targets for customer needs (WHATs) and service standards (HOWs) by competitors' uncertain service performance on WHATs and HOWs, and conducts satisfactory-oriented competitive analysis from the perspective of uncertain target-oriented decision analysis. Moreover, the proposed approach is applied to an empirical case study of window service design based on service standardization in the Shanghai Branch of Bank JT. The results show that the bank should pay more attention to "Service specifications", "Service providing specifications", and "Service evaluation and improvement standards". Industry feedback shows that the results are consistent with service acceptance and provide valuable insights to the service standardization in the bank. Comparisons with existing studies show that our proposed approach is comparable with existing studies.
C1 [Yan, Hong-Bin; Ma, Tieju] East China Univ Sci & Technol, Sch Business, Shanghai, Peoples R China.
   [Meng, Xiang-Sheng] Shanghai Municipal Bur Qual & Tech Supervis, Shanghai, Peoples R China.
   [Van-Nam Huynh] Japan Adv Inst Sci & Technol Nomi City, Sch Knowledge Sci, Nomi, Ishikawa, Japan.
RP Yan, HB (reprint author), East China Univ Sci & Technol, Sch Business, Shanghai, Peoples R China.
EM hbyan@ecust.edu.cn
OI Ma, Tieju/0000-0003-1190-2504
FU National Natural Sciences Foundation of China (NSFC)National Natural
   Science Foundation of China [71471063, 71871093]
FX This study was supported by the National Natural Sciences Foundation of
   China (NSFC) under Grant Nos. 71471063 and 71871093.
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NR 73
TC 0
Z9 0
U1 48
U2 48
PU TAYLOR & FRANCIS INC
PI PHILADELPHIA
PA 530 WALNUT STREET, STE 850, PHILADELPHIA, PA 19106 USA
SN 2472-5854
EI 2472-5862
J9 IISE TRANS
JI IISE Trans.
PD NOV 2
PY 2019
VL 51
IS 11
BP 1167
EP 1189
DI 10.1080/24725854.2018.1542545
PG 23
WC Engineering, Industrial; Operations Research & Management Science
SC Engineering; Operations Research & Management Science
GA IR5AD
UT WOS:000481444500001
DA 2020-02-20
ER

PT J
AU Patel, BA
   Patel, BM
AF Patel, Bhautik A.
   Patel, Brijesh M.
TI A Comparative Study on Usage and Customers Satisfaction of Banking
   Services in Anand and Kheda Districts of Gujarat State, India
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Banking Services; Customers Satisfaction; Awareness of Banking Services
AB In past, Indian banking sector was not developed due to it most of the transactions through informal way such as money lender, cooperative society and many others. With the advent of time, development of trade, commerce and industry Indian banking sectors have been growing rapidly. Total saving deposit with commercial banks were Rs. 10,937 crores in the year 1980-81 and which increased to Rs. 40,31,177 crores in the year 2018-19. Moreover, Indian Government has taken various steps such as Jan Dhan Yojans, opining new branches of banks in rural areas, allow private sector to starts banks and others to make better banking services available to customers. Due to these efforts village people are able to get different products and services of bank easily. Hence, present study attempts to analyze usage and satisfaction towards banking services of rural customers of Anand and Kheda Districts. It has been found from this study that fixed deposit is the only constant variable of expectation and satisfaction level of banking services among respondents in both districts i.e. Anand and Kheda.
C1 [Patel, Bhautik A.] Sardar Patel Univ, Vallabh Vidyanagar, Gujarat, India.
   [Patel, Brijesh M.] Sardar Patel Univ, GH Patel Postgrad Inst Business Management, Vallabh Vidyanagar, Gujarat, India.
RP Patel, BA (reprint author), Sardar Patel Univ, Vallabh Vidyanagar, Gujarat, India.
CR Gurumoorthy N, 2001, IBA B, V23, P14
   Hasanbanu S., 2004, IBA B, VXXVI, P21
   Husanbana S, 2004, IBA B, VXXVI, P21
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NR 7
TC 0
Z9 0
U1 0
U2 0
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD NOV
PY 2019
VL 12
IS 5
BP 1
EP 14
PG 14
WC Business
SC Business & Economics
GA KI1IJ
UT WOS:000511099700002
DA 2020-02-20
ER

PT J
AU Cantrell, BW
AF Cantrell, Brett W.
TI Generic Bank: Accounting for Debt Securities Sales and Impairments
SO ISSUES IN ACCOUNTING EDUCATION
LA English
DT Article
DE debt securities; security impairments; fair value accounting; asset
   sales; auditor judgment
AB This case examines the accounting rules for debt security impairments with a particular focus on the role of securities sales in determining whether debt securities are impaired. Generic Bank's securities portfolio contains material unrealized losses, and the bank desires to sell debt securities near the close of the fiscal year to free up resources for liquidity purposes. The case permits an examination of possible financial reporting consequences from security sales transactions under ASC 326-30, and how the structure, timing, and necessity of sales interacts with financial reporting discretion. The case also allows students to take the role of either a bank executive or an external auditor to understand how different incentives may influence areas of judgment within financial reporting. The case requirements are appropriate for upper-level undergraduate or graduate financial accounting courses.
C1 [Cantrell, Brett W.] Univ Mississippi, University, MS 38677 USA.
RP Cantrell, BW (reprint author), Univ Mississippi, University, MS 38677 USA.
CR McNellis CJ, 2018, ISS ACCOUNT EDUC, V33, P135, DOI 10.2308/iace-52128
   McNellis CJ, 2018, ISS ACCOUNT EDUC, V33, P53, DOI 10.2308/iace-51882
   U.S. Bureau of Economic Analysis, 2018, VAL DD PRIV IND FIN
NR 3
TC 0
Z9 0
U1 0
U2 0
PU AMER ACCOUNTING ASSOC
PI SARASOTA
PA 5717 BESSIE DR, SARASOTA, FL 34233 USA
SN 0739-3172
EI 1558-7983
J9 ISS ACCOUNT EDUC
JI Iss. Account. Educ.
PD NOV
PY 2019
VL 34
IS 4
BP 15
EP 29
DI 10.2308/iace-52469
PG 15
WC Business, Finance
SC Business & Economics
GA JP1RU
UT WOS:000498050100002
DA 2020-02-20
ER

PT J
AU Manohar, S
   Mittal, A
   Marwah, S
AF Manohar, Sridhar
   Mittal, Amit
   Marwah, Sanjiv
TI Service innovation, corporate reputation and word-of-mouth in the
   banking sector A test on multigroup-moderated mediation effect
SO BENCHMARKING-AN INTERNATIONAL JOURNAL
LA English
DT Article
DE Service innovation; Word-of-mouth; Corporate reputation; Banking
   industry; Multigroup moderation
ID COMMON METHOD VARIANCE; BEHAVIORAL INTENTIONS; PRODUCT INNOVATION;
   CUSTOMER; PERFORMANCE; SATISFACTION; MARKET; IMPACT; IDENTIFICATION;
   ANTECEDENTS
AB Purpose The purpose of this paper is to establish the link between three constructs, namely, service innovation, corporate reputation (CR), and word-of-mouth (hereinafter WOM). Primarily, the aim is to understand whether innovation in a service firm drives its reputation, thereby resulting in positive WOM where the direct effect of service innovation of a firm on WOM is mediated by reputation. Furthermore, the study also seeks to understand whether the type of service firm has an effect on determining the level of the mediation effect. Design/methodology/approach This study adopts an integrated approach where the measure for the construct service innovation is explored through a qualitative approach, and the conceptual model is estimated through path analysis. The service industry taken for this study is banking, and the through non-probability criterion sampling technique, 252 customers responded to their level of agreement. The PLS-SEM technique was used to estimate the path coefficient by following the two-stage approach. The multigroup moderation analysis is performed to determine whether the type of the bank plays a major role in determining the direct effects and the mediation effect of CR between service innovation and WOM. Findings The result of this study indicates that there is a strong positive association between the three constructs. Further, the direct relationship between service innovation and WOM is partially mediated by reputation. The result of the multigroup moderation indicates that the type of the bank plays a major role in determining the mediation effect of reputation. Originality/value The originality of the study is based on the following: development of a unique scale to measure service innovation in the banking industry overcoming the existing scales which are based on goods-dominant logic; estimating empirically the combined effect of service innovation and CR on WOM; the process of evaluating the moderated mediation effect; how the mediating effect of CR varies from private sector banks to public sector banks.
C1 [Manohar, Sridhar] Amity Univ, Amity Business Sch, Uttar Pradesh Campus, Noida, India.
   [Mittal, Amit] Chitkara Univ, Chitkara Business Sch, Chandigarh, India.
   [Marwah, Sanjiv] JK Business Sch, Gurgaon, India.
RP Mittal, A (reprint author), Chitkara Univ, Chitkara Business Sch, Chandigarh, India.
EM amit.mittal@chitkara.edu.in
RI MITTAL, AMIT/AAD-2112-2019
OI MITTAL, AMIT/0000-0002-1191-4620
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NR 122
TC 0
Z9 0
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1463-5771
EI 1758-4094
J9 BENCHMARKING
JI Benchmarking
PD OCT 22
PY 2019
VL 27
IS 1
BP 406
EP 429
DI 10.1108/BIJ-05-2019-0217
PG 24
WC Management
SC Business & Economics
GA KG3AB
UT WOS:000509813400001
DA 2020-02-20
ER

PT J
AU Ali, WB
   Suttipun, M
   Hungsapruek, T
AF Ali, Wanamina Boston
   Suttipun, Muttanachai
   Hungsapruek, Theerawat
TI The Influence of Trust Management and E-Loyalty of Internet Banking
   Users: Evidence from Southern Thailand
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Trust Management; E-loyalty; Internet Banking; Southern Thailand
ID CUSTOMER SATISFACTION; SERVICE QUALITY; INTENTION; IMPACT
AB The study aimed to determine the relationship between e-loyalty and the three components of trust management: security, quality of service and trust-based marketing among internet banking users in Southern Thailand. Using convenience sampling, 365 internet banking users were surveyed. Descriptive analysis, correlation matrix, and multiple regression were used to analyze the data used in this study.This study found significant positive relationships of between security, service quality, and income on e-loyalty of internet banking users, while there was a significant negatively relationship between age of users and their e-loyalty. This study suggests that trust management by banks wanting to develop e-loyalty should focus on reporting tangible developments in quality of service and security of transactions, and that such marketing should focus on older and poorer customers, conservative demographics that are identified in this study as being hesitant to develop e-loyalty.
C1 [Ali, Wanamina Boston; Suttipun, Muttanachai; Hungsapruek, Theerawat] Prince Songkla Univ, Fac Management Sci, Hat Yai, Thailand.
RP Ali, WB (reprint author), Prince Songkla Univ, Fac Management Sci, Hat Yai, Thailand.
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NR 22
TC 0
Z9 0
U1 0
U2 0
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD OCT
PY 2019
VL 12
IS 4
BP 1
EP 8
PG 8
WC Business
SC Business & Economics
GA KH8UD
UT WOS:000510925000002
DA 2020-02-20
ER

PT J
AU Jha, S
AF Jha, Shruti
TI PREFERENCE OF PERSONALIZED BANKING SERVICES AMONG INCOME GROUPS: A STUDY
   WITH REFERENCE TO UT OF DADRA AND NAGAR HAVELI
SO JIMS8M-THE JOURNAL OF INDIAN MANAGEMENT & STRATEGY
LA English
DT Article
DE Bank Customers; Finance; Income Groups; Preference; Personalized
   Services
AB The research paper intends to analyse the selection of personalised services by bank customers with reference to various income groups. Income is directly related to finance and thus, income earned by people is a vital component of the financial sector. Proper management of income earned by people is essential for their well-being and for their prosperous future. Personalised services provided by the banks for suitable management of finances of individuals, is helpful for this purpose. The study observes the preference for personalised banking services by bank customers in the UT of Dadra and Nagar Haveli. A range of statistical tools and techniques were applied to analyse and interpret the primary data collected from this UT through structured questionnaire. The results of the study show that respondents belonging to the lowest and the highest income groups have less preference for personalised services as compared to the respondents belonging to two middle income groups.
C1 [Jha, Shruti] Dr APJ Abdul Kalam Govt Coll Silvassa, UT Dadra & Nagar Haveli, Commerce, Silvassa, Dadra & Nagar H, India.
RP Jha, S (reprint author), Dr APJ Abdul Kalam Govt Coll Silvassa, UT Dadra & Nagar Haveli, Commerce, Silvassa, Dadra & Nagar H, India.
CR Amudha Ramachandran, 2012, PERIOD POLYTECH, V20, P71, DOI DOI 10.3311/PP.SO.2012-2.02
   George Cudjoe Agbemabiese, 2015, EUROPEAN J BUSINESS, V7, P123
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NR 6
TC 0
Z9 0
U1 0
U2 0
PU JAGANNATH INT MANAGEMENT SCH
PI NEW DELHI
PA OCF POCKET 9, SECTOR-B, VASANT KUNJ, NEW DELHI, 110 070, INDIA
SN 0973-9335
EI 0973-9343
J9 JIMS8M-J INDIAN MANA
JI JIMS8M-J. Indian Manag. Strategy
PD OCT-DEC
PY 2019
VL 24
IS 4
BP 18
EP 20
DI 10.5958/0973-9343.2019.00029.2
PG 3
WC Management
SC Business & Economics
GA KB7CH
UT WOS:000506648100004
DA 2020-02-20
ER

PT J
AU Vasudeva, S
   Chawla, S
AF Vasudeva, Savdeep
   Chawla, Sonia
TI Does Gender, Age and Income Moderate the Relationship Between Mobile
   Banking Usage and Loyalty?
SO INTERNATIONAL JOURNAL OF ONLINE MARKETING
LA English
DT Article
DE Age; Consumer demographics; Gender; Income; Interaction; Loyalty;
   M-banking; Mobile banking; Moderation; Socio-Economic Variables
ID CUSTOMER SATISFACTION; EMPIRICAL-EVIDENCE; BRAND CHOICE; ONLINE;
   ADOPTION; CONSUMERS; CONSEQUENCES; VARIABLES
AB This article aims to determine the moderating role of demographics gender, age and income on the relationship between mobile banking (m-banking) usage and loyalty towards the service. A sample of 524 m-banking users from the state of Punjab in India was used to understand the interaction of this relationship. The collected data was then analyzed through moderated multiple regression analysis using dummy variables. Results of the study reveal that among the three demographics, gender and age moderate the relationship between m-banking usage and loyalty. The study provides important implications for the banks and the academic research related to m-banking.
C1 [Vasudeva, Savdeep] DAV Inst Engn & Technol, Dept Business Management, Jalandhar, Punjab, India.
   [Chawla, Sonia] Dr BR Ambedkar Natl Inst Technol, Jalandhar, Punjab, India.
RP Vasudeva, S (reprint author), DAV Inst Engn & Technol, Dept Business Management, Jalandhar, Punjab, India.
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NR 85
TC 0
Z9 0
U1 5
U2 5
PU IGI GLOBAL
PI HERSHEY
PA 701 E CHOCOLATE AVE, STE 200, HERSHEY, PA 17033-1240 USA
SN 2156-1753
EI 2156-1745
J9 INT J ONLINE MARKET
JI Int. J. Online Market
PD OCT-DEC
PY 2019
VL 9
IS 4
BP 1
EP 18
DI 10.4018/IJOM.2019100101
PG 18
WC Business
SC Business & Economics
GA IZ5AD
UT WOS:000487093600001
DA 2020-02-20
ER

PT J
AU Paais, M
AF Paais, Maartje
TI Evaluation of Employees Job Satisfaction through Training, Development,
   and Job Stress in Bank Maluku, Indonesia
SO QUALITY-ACCESS TO SUCCESS
LA English
DT Article
DE training and development; job stress; job satisfaction; structural
   equation modeling (SEM)
ID WORK-RELATED STRESS
AB This study aims to analyze the effect of training, development and job stress at Bank Maluku, Ambon Province. The research is explanatory research, which explains the relationship between variables through hypothesis testing. The sample in this research is employees of the bank of Maluku counted 196 employees with the technique of purposive Random Sampling. Data collecting using questionnaire with Likert scale 1-5. The data analysis in this research uses Structural Equation Model (SEM) with the help of IBM Amos 18 software. The findings show that training and development have a positive loading factor of 0.052, p < 0.05 (0.039<0.05) and CR value of 2.236 while job stress negative relationship on employee job satisfaction with loading factor coefficient of -0.124, p < 0.05 (0.010 < 0.05) and CR value of -2.441. This research found that training and development contribute to increasing the employee satisfaction. Job stress should be minimized to create employee job satisfaction at Bank Maluku, Ambon. In addition, Maluku Bank is required to fill the positions of officials of the Bank with human resources (HR) who have competence and expertise in the field of risk management as certified by the Professional Certification Agency.
C1 [Paais, Maartje] Univ Christian Indonesia, Fac Econ & Management, Dept Management, Maluku 97115, Ambon, Indonesia.
RP Paais, M (reprint author), Univ Christian Indonesia, Fac Econ & Management, Dept Management, Maluku 97115, Ambon, Indonesia.
EM Maartje23_Paais@yahoo.com
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NR 37
TC 0
Z9 0
U1 2
U2 2
PU SOC ROMANA PENTRU ASIGURAREA CALITATII
PI BUCHAREST
PA STR VASILE PARVAN NR 14, SECTOR 1, POSTAL CODE 010 216, BUCHAREST,
   00000, ROMANIA
SN 1582-2559
J9 QUAL-ACCESS SUCCESS
JI Qual.-Access Success
PD OCT
PY 2019
VL 20
IS 172
BP 89
EP 94
PG 6
WC Management
SC Business & Economics
GA IY0OR
UT WOS:000486093100015
DA 2020-02-20
ER

PT J
AU Carollo, L
   Solari, L
AF Carollo, Luca
   Solari, Luca
TI Discourses of Professionalism in Front-Line Service Work: Insights from
   a Case Study in an Italian Bank
SO WORK EMPLOYMENT AND SOCIETY
LA English
DT Article
DE bank work; professionalism; service triangle; service work
ID CUSTOMER; MANAGEMENT; POWER; ORGANIZATIONS; CONSUMPTION; CAPITALISM;
   CONSUMER
AB The article draws on the literature on the triangular employment relationship in the service industry, as well as on the debate on contemporary forms of professionalism, to explore the varied uses of the discourse of professionalism in a banking company. Methodologically, it is a single-case study based on 61 semi-structured interviews, company documents and observational data. The research results show how, in the company studied, the notion of professionalism was used both by individual employees and, at the collective level, by union organizations to advance front-line employees' and customers' interests vis-a-vis the management. Moreover, rather than a single discourse, several discourses of professionalism coexisted within the company, and they were subject to constant debate and contestation. The article thus advances extant research on both contemporary forms of service work and professionalism, while providing a bridge between these two streams of literature which, to date, have barely talked to each other.
C1 [Carollo, Luca] Univ Milan, Dept Social & Polit Sci, Milan, Italy.
   [Solari, Luca] Univ Milan, Org Theory & Human Resource Management, Milan, Italy.
   [Solari, Luca] Univ Milan, PATHOS Lab People & Technol Human & Org Sustainab, Milan, Italy.
RP Carollo, L (reprint author), Univ Milan, Via Conservatorio 7, I-20122 Milan, Italy.
EM luca.carollo@unimi.it
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   Subramanian D, 2018, WORK OCCUPATION, V45, P38, DOI 10.1177/0730888417736095
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NR 46
TC 1
Z9 1
U1 2
U2 2
PU SAGE PUBLICATIONS LTD
PI LONDON
PA 1 OLIVERS YARD, 55 CITY ROAD, LONDON EC1Y 1SP, ENGLAND
SN 0950-0170
EI 1469-8722
J9 WORK EMPLOY SOC
JI Work Employ. Soc.
PD OCT
PY 2019
VL 33
IS 5
BP 829
EP 845
DI 10.1177/0950017019846413
PG 17
WC Economics; Industrial Relations & Labor; Sociology
SC Business & Economics; Sociology
GA IW8YV
UT WOS:000485281000006
DA 2020-02-20
ER

PT J
AU Amine, A
   Gatfaoui, S
AF Amine, Abdelmajid
   Gatfaoui, Sherazade
TI Temporarily vulnerable consumers in a bank services setting
SO JOURNAL OF SERVICES MARKETING
LA English
DT Article
DE Vulnerable customers; Bank advisors; Coping strategies; Social
   inclusion; Well-being; Case study
ID EXPERIENCES; EXCLUSION; ETHICS
AB Purpose The purpose of this paper is to explore how temporarily vulnerable customers and their bank advisors cope with incidents that occur over the course of their service relationships. Design/methodology/approach A qualitative design based on ten case studies, involving interviews with both sides of the dyad (client-bank advisor) and internal secondary data from the bank, was conducted. Findings The findings show that the two sides of the dyad span a gradation of coping strategies that are enacted to solve the incidents encountered. Thus, temporarily vulnerable consumers turn out to be non-passive in their asymmetrical relationship with advisors and deploy residual resources to co-create solutions.
   Social implications To prevent the risk of slippage by or exclusion of, vulnerable customers who experience serious banking incidents, the paper points out the necessity to mobilize alternative levers from the public and associative spheres to allow these customers access to a minimum of banking services. Originality/value As an early exploration of transient vulnerable clients, this research fuels the understanding of their capacity to consider co-creating, alongside bank advisors, solutions to the incidents encountered with a view to preserving their well-being and ensuring their social and economic inclusion.
C1 [Amine, Abdelmajid] Univ Paris Est Creteil, IRG Res Ctr, Creteil, France.
   [Gatfaoui, Sherazade] Univ Paris Est Marne la Vallee, IRG Res Ctr, Marne La Vallee, France.
RP Amine, A (reprint author), Univ Paris Est Creteil, IRG Res Ctr, Creteil, France.
EM amine@u-pec.fr; gatfaoui.sherazade@gmail.com
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NR 57
TC 0
Z9 0
U1 1
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0887-6045
J9 J SERV MARK
JI J. Serv. Mark.
PD SEP 9
PY 2019
VL 33
IS 5
BP 602
EP 614
DI 10.1108/JSM-05-2018-0154
PG 13
WC Business
SC Business & Economics
GA JA6KP
UT WOS:000487951600008
DA 2020-02-20
ER

PT J
AU Heshmati, E
   Saeednia, H
   Badizadeh, A
AF Heshmati, Ebrahim
   Saeednia, Hamidreza
   Badizadeh, Ali
TI Designing a customer-experience-management model for the
   banking-services sector
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Iran; Banking; Service management; Customer experience management
ID GROUNDED THEORY; CO-CREATION; MOBILE BANKING; ADOPTION; SATISFACTION;
   ENGAGEMENT; INSIGHTS; LESSONS; LOYALTY
AB Purpose This paper aims to develop an appropriate model for customer-experience management (CEM) for the banking-services sector. Design/methodology/approach The research method used in this study is qualitative. Techniques used for data collection and data analysis are based on the grounded theory method and include open, axial and selective coding to develop a hierarchical model. Information and data, based initially on concepts in the literature, are gathered as open code through expert interviews with 11 academic and 20 industry experts from Iran. Research data are classified and filtered by micro and macro categories and validated and edited to provide the final model. Findings The final model of the study is based on expecting, conceptual and caretaking factors. Micro dimensions and related propositions for the banking industry are also identified. Research limitations/implications - The final model should have practical uses in the banking sector, enabling banking managers to successfully incorporate CEM into their strategy by focusing on the key elements. Originality/value The development of a model to measure customer experience is an important indicator for performance improvements in the banking industry. This is one of the few papers to propose an appropriate model for CEM for the banking-services sector and the first to do so in an Iranian context.
C1 [Heshmati, Ebrahim] Islamic Azad Univ, Dept Mkt Management, Dubai, U Arab Emirates.
   [Saeednia, Hamidreza] Islamic Azad Univ, Dept Mkt Management, Tehran, Iran.
   [Badizadeh, Ali] Islamic Azad Univ Qazvin, Dept Mkt Management, Qazvin, Iran.
RP Heshmati, E (reprint author), Islamic Azad Univ, Dept Mkt Management, Dubai, U Arab Emirates.
EM ebrahimheshmati1348@yahoo.com; Dr.saeednia1@gmail.com;
   abadizadeh@gmail.com
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NR 55
TC 0
Z9 0
U1 4
U2 4
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PD SEP 9
PY 2019
VL 10
IS 3
BP 790
EP 810
DI 10.1108/JIMA-10-2018-0200
PG 21
WC Business
SC Business & Economics
GA IW4NI
UT WOS:000484956500007
DA 2020-02-20
ER

PT J
AU Razzaq, Z
   Razzaq, A
   Yousaf, S
   Akram, U
   Hong, Z
AF Razzaq, Zohaib
   Razzaq, Ali
   Yousaf, Salman
   Akram, Umair
   Hong, Zhao
TI The impact of customer equity drivers on loyalty intentions among
   Chinese banking customers The moderating role of emotions
SO ASIA PACIFIC JOURNAL OF MARKETING AND LOGISTICS
LA English
DT Article
DE China; Loyalty intentions; Value equity; Emotions; Brand equity;
   Relationship equity
ID SERVICE PROFIT CHAIN; BEHAVIORAL INTENTIONS; FINANCIAL SERVICES;
   POSITIVE EMOTIONS; CONSUMER-BEHAVIOR; NEGATIVE EMOTIONS; PERCEIVED
   VALUE; BRAND EQUITY; SATISFACTION; EXPERIENCE
AB Purpose The implementation of customer equity drivers (CED) as a crucial marketing tactic to surge customer loyalty intentions has received a considerable importance in the literature. However, most of the research done in the past has mainly centralized around western societies. To make it even more interesting is the fact that the significance of customer emotions has been ignored by the previous studies. Therefore, the purpose of this paper to explore the impacts of CED on loyalty intentions along with exploring the moderating role of customer emotions (positive emotions and negative emotions). Design/methodology/approach A sample of 661 Chinese banking customers was collected by making the use of store-intercept survey design. The gathered data were then utilized to empirically validate the proposed model by making the use of hierarchical moderated regression. Findings Loyalty intentions were found to be driven by emotions of Chinese banking customers. Consequently, in order to better forecast the loyalty intentions of the customers, the emotional aspect is vital and therefore should be incorporated along with other cognitive aspects (value equity, brand equity and relationship equity). Practical implications - The managers of the banks should make every effort to make the visit of their customers as pleasant as possible as the emotional responses of customers have a significant impact on the formation of loyalty intentions. Originality/value The current study holds its unique contribution by including emotions in the service-oriented settings.
C1 [Razzaq, Zohaib] Univ Punjab, Hailey Coll Commerce, Lahore, Pakistan.
   [Razzaq, Zohaib; Hong, Zhao] Univ Chinese Acad Sci, Sch Econ & Management, Beijing, Peoples R China.
   [Razzaq, Ali] Air Univ, Dept Management Sci, Multan, Pakistan.
   [Yousaf, Salman] Bahauddin Zakariya Univ, Inst Banking & Finance, Multan, Pakistan.
   [Akram, Umair] Peking Univ, Guanghua Sch Management, Beijing, Peoples R China.
RP Razzaq, Z (reprint author), Univ Punjab, Hailey Coll Commerce, Lahore, Pakistan.; Razzaq, Z (reprint author), Univ Chinese Acad Sci, Sch Econ & Management, Beijing, Peoples R China.
EM zohaib365@outlook.com
OI Akram, Umair/0000-0002-9980-6164
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NR 156
TC 1
Z9 1
U1 9
U2 9
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1355-5855
EI 1758-4248
J9 ASIA PAC J MARKET LO
JI Asia Pac. J. Market. Logist.
PD SEP 9
PY 2019
VL 31
IS 4
BP 980
EP 1002
DI 10.1108/APJML-10-2017-0243
PG 23
WC Business
SC Business & Economics
GA IS5VC
UT WOS:000482219900013
DA 2020-02-20
ER

PT J
AU Giovanis, A
   Assimakopoulos, C
   Sarmaniotis, C
AF Giovanis, Apostolos
   Assimakopoulos, Costas
   Sarmaniotis, Christos
TI Adoption of mobile self-service retail banking technologies The role of
   technology, social, channel and personal factors
SO INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT
LA English
DT Article
DE Trust; UTAUT; Risk; Online consumer behaviour; Personal traits;
   Self-service retail banking technologies
ID PERCEIVED RISK; INFORMATION-TECHNOLOGY; EMPIRICAL-EXAMINATION; CONSUMER
   ADOPTION; ACCEPTANCE MODEL; USAGE INTENTION; USER ACCEPTANCE; ONLINE
   BANKING; INNOVATIVENESS; INTERNET
AB Purpose The purpose of this paper is to identify the factors influencing the adoption of mobile self-service retail banking technologies, and the degree of influence of each factors leading their usage. Having mobile banking (MB) as the reference service and drawing on previous studies in the field, an extended Uni?ed Theory of Acceptance and Use of Technology (UTAUT) model is proposed and empirically validated to investigate the impact of technology, social, channel and personal factors on potential customers' usage intentions. Design/methodology/approach On evidence drawn, through a dedicated research instrument, from 513 non-users in Greece, the effects of the extended UTAUT's drivers on MB adoption intentions are assessed using partial least squares path methodology. Findings The results indicated that technology-related factors, expressing innovation expected performance, and social influence are the leading determinants of MB adoption intentions, followed by the two channel-related factors, expressing perceived risk and trust toward MB usage, and potential users' inherent innovativeness. Furthermore, the consideration of service experience as a moderating variable has shown that there is a significant difference in the effects of social influence and perceived trust on adoption intention between potential users with high and limited service experience. Research limitations/implications - The sample is country specific and this may affect generalizability of findings. Also, the cross-sectional design adopted does not reflect the temporal changes. Practical implications - From a practical point of view, the findings suggest that banks should consider, except of the technology-related factors of MB, the way that potential users perceive the channel-related factors as well as the individual differences in order to improve the MB acceptance level. Originality/value Although there are a few studies that use UTAUT to predict MB adoption, the proposed model is the first that combines four groups of MB adoption driving factors into a causal model in order to explain MB adoption intentions in a country which is facing severe financial crisis for the last eight years, Greece.
C1 [Giovanis, Apostolos] Univ West Attica, Dept Business Adm, Athens, Greece.
   [Giovanis, Apostolos] Hellen Open Univ, Dept Business Adm, Patras, Greece.
   [Assimakopoulos, Costas; Sarmaniotis, Christos] Alexander Technol Educ Inst Thessaloniki, Dept Business Adm, Thessaloniki, Greece.
RP Giovanis, A (reprint author), Univ West Attica, Dept Business Adm, Athens, Greece.; Giovanis, A (reprint author), Hellen Open Univ, Dept Business Adm, Patras, Greece.
EM agiovanis@teiath.gr
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NR 75
TC 2
Z9 2
U1 38
U2 38
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0959-0552
EI 1758-6690
J9 INT J RETAIL DISTRIB
JI Int. J. Retail Distrib. Manag.
PD SEP 9
PY 2019
VL 47
IS 9
SI SI
BP 894
EP 914
DI 10.1108/IJRDM-05-2018-0089
PG 21
WC Business; Management
SC Business & Economics
GA IS0EG
UT WOS:000481820100001
DA 2020-02-20
ER

PT J
AU Sunder, MV
   Ganesh, LS
   Marathe, RR
AF Sunder, Vijaya M.
   Ganesh, L. S.
   Marathe, Rahul R.
TI Lean Six Sigma in consumer banking - an empirical inquiry
SO INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT
LA English
DT Article
DE Lean Six Sigma; Case study; Service quality; Empirical analysis;
   Operations management; Consumer banking
ID OPERATIONS MANAGEMENT; SERVICES; IMPLEMENTATION; EVOLUTION; QUALITY;
   6-SIGMA
AB Purpose The evolution of Lean Six Sigma (LSS) within the operations management theory has enjoyed significant success in both manufacturing and services. Though the applicability of LSS is evident in the services sector through various publications, academic research on the use of LSS in the Banking and Financial Services (BFS) is limited, and hence deserves greater attention. The purpose of this paper is to illustrate the application of LSS in consumer banking in real-time setting. Design/methodology/approach A case study method is used to study the application of LSS in two consumer banks with stage 1 featuring identification of appropriate consumer banks where LSS projects could be undertaken, and suitable LSS readiness assessment was performed. In stage 2, LSS project opportunities were identified in the select banks through stakeholder engagement. Finally, in stage 3, LSS projects were executed for process improvements in a real-time setting. Findings The case studies provide evidence of the successful application of LSS in consumer banking and the associated multiple benefits. The extent of applicability and appropriate managerial implications in project management context are elaborated. An LSS project selection criterion is recommended as a part of the study. Further, the study explains five important managerial implications in BFS context, with an outlook for future research. Research limitations/implications - Practitioner research shows that BFS organizations have changed their ways of working by adapting LSS over the last decade. However, the academic research concerning the applicability of LSS in BFS is apparently limited, and none of these are specific to "consumer banking." This study serves as a strong foundation for future research in this area, which is at its nascence and upcoming in the researchers' community. However, strong generalizations should not be made as this study is limited to two cases. Practical implications - Since the cases are executed in the real-time setup of consumer banks, the paper has several practical implications. First, the paper confirms the applicability of LSS in consumer banking and concludes that LSS project management is merely a sub-set of LSS deployment. Second, LSS needs to be understood using a "systems thinking" perspective in order to move away from a narrow project-only approach. An LSS project selection criterion is recommended as a part of the study, which could serve as a managerial resource. Other managerial implications include effective management of stakeholders and change leadership as essential elements of LSS project management in banks. Originality/value LSS has been successful in the past few decades in the manufacturing and service sectors. However, its application in BFS is limited. This study illustrates the applicability of LSS in consumer banks, which deals with high volumes of data, customer bases and associated financial transactions.
C1 [Sunder, Vijaya M.] Indian Inst Technol Madras, Dept Management Studies, Chennai, Tamil Nadu, India.
   [Sunder, Vijaya M.] World Bank, Business Proc Excellence, Chennai, Tamil Nadu, India.
   [Ganesh, L. S.; Marathe, Rahul R.] Indian Inst Technol Madras, Chennai, Tamil Nadu, India.
RP Sunder, MV (reprint author), Indian Inst Technol Madras, Dept Management Studies, Chennai, Tamil Nadu, India.; Sunder, MV (reprint author), World Bank, Business Proc Excellence, Chennai, Tamil Nadu, India.
EM mvijayasunder@gmail.com
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NR 69
TC 1
Z9 1
U1 11
U2 11
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-671X
EI 1758-6682
J9 INT J QUAL RELIAB MA
JI Int. J. Qual. Reliab. Manag.
PD SEP 2
PY 2019
VL 36
IS 8
BP 1345
EP 1369
DI 10.1108/IJQRM-01-2019-0012
PG 25
WC Management
SC Business & Economics
GA IU8ZX
UT WOS:000483871900005
DA 2020-02-20
ER

PT J
AU Hadad, S
   Bratianu, C
AF Hadad, Shahrazad
   Bratianu, Constantin
TI Dematerialization of banking products and services in the digital era
SO MANAGEMENT & MARKETING-CHALLENGES FOR THE KNOWLEDGE SOCIETY
LA English
DT Article
DE cryptocurrency; money dematerialization; fintech; cash; securities;
   banks
AB The primary purpose of this research is to present the evolution and current state of knowledge regarding the dematerialization of banking products and services in the digital age. The paper discusses the central issues regarding the dematerialization of money, the dematerialization of securities and the dematerialization of the contract, trends with direct impact on the possibility of dematerializing the products and services offered by banking institutions, by means of an investigative discourse and viewpoint into and over the shift from tangible to intangible monetary assets. It mainly explores the impact of dematerialization on certain processes performed by banks (customer enrollment and management) and on certain products and services offered by banks (payment services, lending services, etc.) from the perspective of the latest technological innovations and the influence exerted by fintech companies. The chapter clearly establishes the synergy link between environmental factors (increased competition, technological advance, legislative changes) and the ability of banking institutions to adapt to new conditions by changing the business model. The research ends with a series of conclusions regarding the way in which the tendencies towards dematerialization affect the activity and the business model adopted by the banking institutions. The content of the research report is useful both to the managers in the financial field and to the authorities that legislate this field, especially to those in Romania, who can use the conclusions of the report to elaborate policies in order to advance the degree of digitization of the Romanian banking system.
C1 [Hadad, Shahrazad; Bratianu, Constantin] Bucharest Univ Econ Studies, Bucharest, Romania.
   [Hadad, Shahrazad; Bratianu, Constantin] Acad Romanian Scientist, Bucharest, Romania.
RP Hadad, S (reprint author), Bucharest Univ Econ Studies, Bucharest, Romania.; Hadad, S (reprint author), Acad Romanian Scientist, Bucharest, Romania.
EM shahrazad.hadad@fabiz.ase.ro; constantin.bratianu@gmail.com
FU Academy of Romanian Scientists [15/2019]; Bucharest University of
   Economic Studies (ASE) "Dezvoltarea abilitatilor antreprenoriale pentru
   doctoranzi si postdoctoranzi in domeniul stiintelor economice"
   [POCU/380/6/13/125015]
FX The present paper has been financially supported by the Academy of
   Romanian Scientists, Program No. 15/2019 "Strategies for Implementing
   Knowledge Economy in Romania". The present paper has been financially
   supported by The Bucharest University of Economic Studies (ASE)
   "Dezvoltarea abilitatilor antreprenoriale pentru doctoranzi si
   postdoctoranzi in domeniul stiintelor economice" POCU/380/6/13/125015.
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NR 21
TC 0
Z9 0
U1 3
U2 3
PU SCIENDO
PI WARSAW
PA DE GRUYTER POLAND SP Z O O, BOGUMILA ZUGA 32A STR, 01-811 WARSAW, POLAND
SN 1842-0206
EI 2069-8887
J9 MANAG MARK
JI Manag. Mark.
PD SEP
PY 2019
VL 14
IS 3
BP 318
EP 337
DI 10.2478/mmcks-2019-0023
PG 20
WC Business
SC Business & Economics
GA JJ1LG
UT WOS:000493922100005
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Diepstraten, M
   van der Cruijsen, C
AF Diepstraten, Maaike
   van der Cruijsen, Carin
TI To stay or go? Consumer bank switching behaviour after government
   interventions
SO JOURNAL OF BANKING & FINANCE
LA English
DT Article
DE Consumer bank switching; Bail-outs; Trust in the government; Risk
   aversion; Financial literacy
ID MARKET DISCIPLINE; DEPOSIT INSURANCE; COMPETITION; BAILOUTS; TRUST
AB We analyse whether and how individual savings and current account holders respond to government interventions, due to the financial crisis, at banks. We employ a difference-in-difference analysis and distinguish between a nationalisation and a capital injection. We show that current account holders of the nationalised bank are more likely to switch away shortly after the bail-out. Second, we find heterogeneity in consumer responses to government interventions, depending on the type of intervention and banking product. Consumers who trust the government are less likely to switch their current account from a nationalised bank. Furthermore, risk averse current account holders at a bank that received a capital injection are more likely to switch, which suggests the presence of a wake-up call effect. Finally, we report that financial literate current account holders are more likely to switch away after a nationalisation, and financial literate savings account holders are more likely to switch away from the recapitalised bank. The latter finding also indicates that risk awareness increased. (C) 2019 Elsevier B.V. All rights reserved.
C1 [Diepstraten, Maaike] Tilburg Univ, Postbus 90153, NL-5000 LE Tilburg, Netherlands.
   [Diepstraten, Maaike; van der Cruijsen, Carin] De Nederlandsche Bank, POB 98, NL-1000 AB Amsterdam, Netherlands.
   [Diepstraten, Maaike] CPB Netherlands Bur Econ Policy Anal, Postbus 80510, NL-2508 GM The Hague, Netherlands.
RP van der Cruijsen, C (reprint author), De Nederlandsche Bank, POB 98, NL-1000 AB Amsterdam, Netherlands.
EM m.diepstraten@cpb.nl; a.b.van.der.cruijsen@dnb.nl
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NR 49
TC 0
Z9 0
U1 2
U2 2
PU ELSEVIER
PI AMSTERDAM
PA RADARWEG 29, 1043 NX AMSTERDAM, NETHERLANDS
SN 0378-4266
EI 1872-6372
J9 J BANK FINANC
JI J. Bank Financ.
PD SEP
PY 2019
VL 106
BP 16
EP 33
DI 10.1016/j.jbankfin.2019.05.023
PG 18
WC Business, Finance; Economics
SC Business & Economics
GA IX7HU
UT WOS:000485855200002
DA 2020-02-20
ER

PT J
AU Manz, F
   Kiesel, F
   Schiereck, D
AF Manz, Florian
   Kiesel, Florian
   Schiereck, Dirk
TI Do NPL portfolio sales help reduce banks' financing costs?
SO ECONOMICS LETTERS
LA English
DT Article
DE Non-performing loans; Banks; Credit default swaps; Restructuring; Bad
   management
ID CREDIT DEFAULT SWAP; LOAN SALES; RISK; EFFICIENCY; SPREADS;
   ANNOUNCEMENTS; IMPACT
AB We examine financing cost implications of non-performing loan (NPL) divestitures in the European banking industry. Based on a uniquely large transaction database covering 180 NPL sales, we analyze whether selling banks are able to reduce their financing costs measured by CDS spread changes. We do not find a significant tightening of CDS spreads around NPL divestitures, indicating that European banks are not able to reduce their financing costs by NPL portfolio sales. (C) 2019 Elsevier B.V. All rights reserved.
C1 [Manz, Florian; Schiereck, Dirk] Tech Univ Darmstadt, Dept Business Adm Econ & Law, Hsch Str 1, D-64289 Darmstadt, Germany.
   [Kiesel, Florian] Univ Grenoble Alpes ComUE, Grenoble Ecole Management, 12 Rue Pierre Semard, F-38000 Grenoble, France.
   [Schiereck, Dirk] Real Estate Management Inst, EBS Business Sch, Res Fellowship Real Estate Banking & Finance, Gustav Stresemann Ring 3, D-65189 Wiesbaden, Germany.
RP Kiesel, F (reprint author), Univ Grenoble Alpes ComUE, Grenoble Ecole Management, 12 Rue Pierre Semard, F-38000 Grenoble, France.
EM florian.kiesel@grenoble-em.com
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NR 23
TC 0
Z9 0
U1 5
U2 5
PU ELSEVIER SCIENCE SA
PI LAUSANNE
PA PO BOX 564, 1001 LAUSANNE, SWITZERLAND
SN 0165-1765
EI 1873-7374
J9 ECON LETT
JI Econ. Lett.
PD SEP
PY 2019
VL 182
BP 93
EP 97
DI 10.1016/j.econlet.2019.06.009
PG 5
WC Economics
SC Business & Economics
GA IR8XI
UT WOS:000481724400023
DA 2020-02-20
ER

PT J
AU Reis, J
   Amorim, M
   Melao, N
AF Reis, Joao
   Amorim, Marlene
   Melao, Nuno
TI Multichannel service failure and recovery in a O2O era: A qualitative
   multi method research in the banking services industry
SO INTERNATIONAL JOURNAL OF PRODUCTION ECONOMICS
LA English
DT Article
DE Multichannel services; Failure; Recovery; Operations management; Offline
   channels; Online channels
ID CUSTOMER SATISFACTION; OPERATIONS; LOYALTY; ONLINE; COMMERCE; EMPLOYEE;
   MODEL; CROSS
AB This article aims to investigate how service providers are employing their channels to support the handling of customer complaints in an online to offline era. It provides a timely contribution by characterizing multichannel recovery practices, discussing its implications for customers, and discovering new trends. The study employs a qualitative multi-method research, which includes not only more than one method of collecting data, but also more than one method of analyzing data. Data collection involved 50 records of customer complaints, 10 semi structured interviews, direct observation and internal bank reports. The results suggest that multichannel customers are not willing to interact with a large number of channels to solve their problems leading to a high number of interactions. Customers expect a complex recovery not in terms of interactivity but in terms of depth. Recovery solutions, such as apologizing and monetary compensations are non-permanent solutions, are inefficient in the long term and imply financial losses. Despite the investment that is required, this investigation advocates for permanent solutions. To avoid service failures and complex recovery processes, it is possible that companies are improving their operations management in search of new strategies that are blurring the boundaries of O2O into a mix of offline and online channels (O2).
C1 [Reis, Joao] Aveiro Univ, Dept Econ Management & Ind Engn & Tourism, Aveiro, Portugal.
   [Reis, Joao] Mil Acad, CINAMIL, Lisbon, Portugal.
   [Amorim, Marlene] Aveiro Univ, GOVCOPP, Dept Econ Management & Ind Engn & Tourism, Aveiro, Portugal.
   [Melao, Nuno] Polytech Inst Viseu, Sch Technol & Management Viseu, Dept Management, Viseu, Portugal.
   [Melao, Nuno] Polytech Inst Viseu, Sch Technol & Management Viseu, CI&DETS, Viseu, Portugal.
RP Reis, J (reprint author), Aveiro Univ, Dept Econ Management & Ind Engn & Tourism, Aveiro, Portugal.
EM reis.joao@ua.pt
RI Melao, Nuno/F-6613-2018; Reis, Joao Carlos Goncalves dos/L-6686-2017;
   Amorim, Marlene/S-7404-2019
OI Melao, Nuno/0000-0002-1359-3437; Reis, Joao Carlos Goncalves
   dos/0000-0002-8504-0065; Amorim, Marlene/0000-0002-0901-0614
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NR 100
TC 2
Z9 2
U1 14
U2 14
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0925-5273
EI 1873-7579
J9 INT J PROD ECON
JI Int. J. Prod. Econ.
PD SEP
PY 2019
VL 215
SI SI
BP 24
EP 33
DI 10.1016/j.ijpe.2018.07.001
PG 10
WC Engineering, Industrial; Engineering, Manufacturing; Operations Research
   & Management Science
SC Engineering; Operations Research & Management Science
GA IH2KG
UT WOS:000474323100004
DA 2020-02-20
ER

PT J
AU Fernandes, T
   Pinto, T
AF Fernandes, Teresa
   Pinto, Teresa
TI Relationship quality determinants and outcomes in retail banking
   services: The role of customer experience
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Relationship quality; Customer experience; Retail banking; Retention;
   Tolerance; Word-of-Mouth
ID WORD-OF-MOUTH; BRAND EXPERIENCE; FINANCIAL SERVICES; CO-CREATION; SCALE
   DEVELOPMENT; MEDIATING ROLE; LOYALTY; SATISFACTION; IMPACT; ANTECEDENTS
AB Cultivating high quality relationships with customers is of paramount importance in the banking sector. However, there has been little effort to examine relationship quality (RQ) in financial services, and though the evaluation of RQ should depend on the experience provided, empirical evidence on how customer experience may contribute to RQ is scant. Therefore, based on data collected from 227 retail banking clients, analysed using PLS-SEM, the purpose of this study is to understand the role played by customer experience on RQ in retail banking, and its impact on relational outcomes, comparing customers with and without a dedicated account manager.
C1 [Fernandes, Teresa; Pinto, Teresa] Univ Porto, Sch Econ & Management, Porto, Portugal.
RP Fernandes, T (reprint author), Univ Porto, Sch Econ & Management, Porto, Portugal.
EM tfernandes@fep.up.pt
RI Fernandes, Teresa/V-2109-2017
OI Fernandes, Teresa/0000-0001-5753-2188
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NR 125
TC 2
Z9 2
U1 17
U2 31
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD SEP
PY 2019
VL 50
BP 30
EP 41
DI 10.1016/j.jretconser.2019.01.018
PG 12
WC Business
SC Business & Economics
GA ID8IU
UT WOS:000471928200004
DA 2020-02-20
ER

PT J
AU Al-Ghanndi, SAA
   Badawi, NS
AF Al-Ghanndi, Shumookh Abdul Aziz
   Badawi, Nada Saleh
TI Do corporate social responsibility activities enhance customer
   satisfaction and customer loyalty? Evidence from the Saudi banking
   sector
SO COGENT BUSINESS & MANAGEMENT
LA English
DT Article
DE corporate social responsibility (CSR); customer satisfaction; customer
   loyalty
ID BRAND LOYALTY; CREATE VALUE; CONSUMER; IMPACT; CSR; IDENTIFICATION;
   DETERMINANTS; FRAMEWORK; COMPANY; TRUST
AB This study examines the influence of corporate social responsibility activities on customer satisfaction and loyalty in the Saudi banking sector. The quantitative method was adopted by conducting a web-based survey via e-mail and social media platforms. A convenience sample of 624 banking customers in Saudi Arabia was withdrawn. Pearson's Correlation Coefficients were generated, using statistical analyse software (SPSS 20), to test the study hypotheses. The empirical Findings of this study show that corporate social responsibility activities have a strong and positive impact on customer satisfaction and loyalty. It was also found that customer satisfaction is linked positively to customer loyalty. Findings from this paper are of importance for bank managers and directors when developing effective strategies.
C1 [Al-Ghanndi, Shumookh Abdul Aziz; Badawi, Nada Saleh] King Abdulaziz Univ, Fac Econ & Adm, Dept Business Adm, Jeddah, Saudi Arabia.
RP Badawi, NS (reprint author), King Abdulaziz Univ, Fac Econ & Adm, Dept Business Adm, Jeddah, Saudi Arabia.
EM shumookh333alghamdi@hotmail.com; nsbadawi@kau.edu.sa
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NR 104
TC 0
Z9 0
U1 2
U2 2
PU TAYLOR & FRANCIS AS
PI OSLO
PA KARL JOHANS GATE 5, NO-0154 OSLO, NORWAY
SN 2331-1975
J9 COGENT BUS MANAG
JI Cogent Bus. Manag.
PD AUG 31
PY 2019
VL 6
IS 1
AR 1662932
DI 10.1080/23311975.2019.1662932
PG 19
WC Business
SC Business & Economics
GA IY2TM
UT WOS:000486244700001
OA DOAJ Gold, Green Published
DA 2020-02-20
ER

PT J
AU Paul, P
   Bose, SK
   Roy, S
   Dhalla, RS
AF Paul, Purnendu
   Bose, S. K.
   Roy, Supriyo
   Dhalla, R. S.
TI Strategic grouping of Indian Public Sector Banks (PSBS): service quality
   and financial performance
SO TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
LA English
DT Article; Early Access
DE strategic grouping; benchmarking; service quality; SERVQUAL; data
   envelopment analysis; Multi-dimensional co-plot analysis
ID DATA ENVELOPMENT ANALYSIS; CUSTOMER SATISFACTION; MARKET-SEGMENTATION;
   MODEL; EFFICIENCY; SYSTEMS; TQM; IMPLEMENTATION; REASSESSMENT;
   CONSEQUENCES
AB Financial industry in a developing country like India is undergoing through a very dynamic pace of restructuring; it is imperative for any bank to continuously monitor their efficiency by keeping pertinent issues like Non-Performing Assets, Capital Risk-Weighted Asset Ratio, Business per Employee, Return on Assets (RoA) and Profit per Employee. Apart from above, again Indian Public Sector Banks (PSBs) are in a critical juncture due to different issues like resource management, service quality, operational and financial efficiency. In this sequel, the aim of this study is to inspect benchmarking of all PSBs on the basis of service quality and relative efficiency under multi criteria decision-making platform by using statistical and linear programming approach. Non-Performing assets, here, are considered as a negative financial indicator. To prove empirically, researcher propose a conceptual framework of resources, service quality and financial performance to measure relative efficiency of Indian public sector banks by using Data Envelopment Analysis. Multidimensional co-plot analyses are used here for all PSBs to group them on the basis of service quality and performances. Results indicate a very interesting result
C1 [Paul, Purnendu; Bose, S. K.; Roy, Supriyo] Birla Inst Technol, Management, Ranchi, Bihar, India.
   [Dhalla, R. S.] Inst Technol & Management, Mumbai, Maharashtra, India.
RP Paul, P (reprint author), Birla Inst Technol, Management, Ranchi, Bihar, India.
EM paul661@gmail.com
OI Paul, Purnendu/0000-0002-4803-0722; Roy, Dr. Supriyo/0000-0003-0600-0696
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NR 105
TC 0
Z9 0
U1 9
U2 9
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1478-3363
EI 1478-3371
J9 TOTAL QUAL MANAG BUS
JI Total Qual. Manag. Bus. Excell.
DI 10.1080/14783363.2019.1651196
EA AUG 2019
PG 23
WC Management
SC Business & Economics
GA IR3GO
UT WOS:000481322700001
DA 2020-02-20
ER

PT J
AU Kant, R
   Jaiswal, D
   Mishra, S
AF Kant, Rishi
   Jaiswal, Deepak
   Mishra, Suyash
TI A Model of Customer Loyalty: An Empirical Study of Indian Retail Banking
   Customer
SO GLOBAL BUSINESS REVIEW
LA English
DT Article
DE Service quality; perceived value; customer satisfaction; corporate
   image; customer loyalty; structural equation modeling (SEM)
ID MULTIPLE-ITEM SCALE; SERVICE-QUALITY; PERCEIVED VALUE; CONSUMER
   PERCEPTIONS; ISLAMIC BANKS; SATISFACTION; DETERMINANTS; CONVENIENCE;
   DRIVERS; IMAGE
AB The present article proposes and tests an integrative model to examine the relationships among service quality (SQ), perceived value (PV), customer satisfaction (CS), corporate image (IMG) and customer loyalty (CL) in Indian retail banking context. The model is tested on the basis of data collected from 545 customers of Indian public sector banks (PSBs) using structural equation modeling (SEM) through path analysis. The finding exhibits that the present research model strongly predicts direct and/or indirect relationship of all constructs with CL phenomenon. However, the construct of PV was found to be insignificantly related to IMG in this integrative model. Moreover, the results also reveal that SQ exerts a strong influence on CS and CL; therefore, SQ is found as the most dominant construct in the model. The results of the model validate that SQ, PV, CS and IMG are the key antecedents of CL. Thus, integrative model of CL emerges as an 'outcome' in Indian context with special reference to selected PSBs.
C1 [Kant, Rishi; Mishra, Suyash] Cent Univ Haryana, DDU Kaushal Ctr, Dept Retail & Logist Management, Mahendergarh, Haryana, India.
   [Jaiswal, Deepak] CUHP, SBMS, Dept Mkt & Supply Chain Management M&SCM, Dharamshala, Himachal Prades, India.
RP Kant, R (reprint author), Cent Univ Haryana, DDU Kaushal Ctr, Dept Retail & Logist Management, Mahendergarh, Haryana, India.
EM rishikant111@gmail.com
RI Jaiswal, Deepak/AAE-5771-2019
OI Jaiswal, Deepak/0000-0001-9125-787X
CR Aaker D., 1991, MANAGING BRAND EQUIT
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NR 66
TC 1
Z9 1
U1 6
U2 6
PU SAGE PUBLICATIONS LTD
PI LONDON
PA 1 OLIVERS YARD, 55 CITY ROAD, LONDON EC1Y 1SP, ENGLAND
SN 0972-1509
EI 0973-0664
J9 GLOB BUS REV
JI Glob. Bus. Rev.
PD OCT
PY 2019
VL 20
IS 5
BP 1248
EP 1266
AR UNSP 0972150919846813
DI 10.1177/0972150919846813
EA AUG 2019
PG 19
WC Business
SC Business & Economics
GA JT8HU
UT WOS:000480995900001
DA 2020-02-20
ER

PT J
AU Monica, T
   Iuliana, C
   Mihai, T
AF Monica, Tichindelean (Beca)
   Iuliana, Cetina
   Mihai, Tichindelean
TI STUDYING THE USER EXPERIENCE IN ONLINE BANKING SERVICES: AN EYE-TRACKING
   APPLICATION
SO STUDIES IN BUSINESS AND ECONOMICS
LA English
DT Article
DE consumer attention; neuromarketing; eye-tracker; banking services;
   consumer memory
AB Neuromarketing as research method contrbutes to understanding consumer behavior a step further than traditional marketing research. The aim of the current study is to explore the usability and cognitive understanding of banking services webpages. In this regard, the theoretical part of the article reviews the relevant literature related to neuromarketing as research method and the use of eye-tracker as research technique. Further on, a two-step research design was developed for studying the consumers' attention and memory during and after viewing two Romanian banking services websites. The results showed that the way information is structured and presented on the webpages influence their usabiliy and cognitive understanding.
C1 [Monica, Tichindelean (Beca); Iuliana, Cetina] Bucharest Univ Econ Studies, Bucharest, Romania.
   [Mihai, Tichindelean] Lucian Blaga Univ Sibiu, Sibiu, Romania.
RP Monica, T (reprint author), Bucharest Univ Econ Studies, Bucharest, Romania.
CR Arch D. C., 1979, ADV CONSUM RES, V6, P166
   Bojko A., 2013, EYE TRACKING USER EX
   Breiter, 2015, FRONTIERS HUMAN NEUR
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   Hernandez M. D., J CONSUMER MARKETING, V34, P1
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NR 14
TC 0
Z9 0
U1 10
U2 10
PU SCIENDO
PI WARSAW
PA DE GRUYTER POLAND SP Z O O, BOGUMILA ZUGA 32A STR, 01-811 WARSAW, POLAND
SN 1842-4120
EI 2344-5416
J9 STUD BUS ECON-ROM
JI Stud. Bus. Econ.
PD AUG
PY 2019
VL 14
IS 2
BP 193
EP 208
DI 10.2478/sbe-2019-0034
PG 16
WC Economics
SC Business & Economics
GA IZ6JE
UT WOS:000487186800014
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Tabash, MI
   Albugami, MA
   Salim, M
   Akhtar, A
AF Tabash, Mosab, I
   Albugami, Moteb A.
   Salim, Mairaj
   Akhtar, Asif
TI Service Quality Dimensions of E-retailing of Islamic Banks and Its
   Impact on Customer Satisfaction: An Empirical Investigation of Kingdom
   of Saudi Arabia
SO JOURNAL OF ASIAN FINANCE ECONOMICS AND BUSINESS
LA English
DT Article
DE Islamic Banks; E-Retaling; Service Quality; Satisfaction; Saudi Arabia
ID LOYALTY; SECTOR; MODEL; PERCEPTION; PAKISTAN; SCALE; TRUST
AB The study aims to explore key dimensions of service quality of E-Retailing of Islamic banks in the Kingdom of Saudi Arabia. The convenience sample size consists of 373 respondents who regularly use online Islamic banking facilities in Saudi Arabia was used. For measuring the consumers' perspective, a four-factor E-SERVQUAL scale; namely efficiency, system availability, fulfillment, and privacy was used. Exploratory Factor Analysis and Confirmatory Factor Analysis are used to test the model fitness. Structural equation modelling is utilized to determine the impact of E-service quality dimensions on customers' satisfaction. The results of the study reveal that 1) reliability as a dimension of E-retailing of Islamic banks made a significant impact on customers' overall satisfaction; 2) there is a positive significant relationship between responsiveness and customers' overall satisfaction. One unit increased in responsive leads to 0.763 unit increases in the overall satisfaction of the customer; and 3) ease of use is the most important dimensions of service quality of E-retailing of Islamic banks. One unit increases in Security/ Privacy leads to 0.473 unit increases in overall satisfaction. There is a positive impact of good E-service on customers' satisfaction, but it does not override unsatisfactory performance in other areas.
C1 [Tabash, Mosab, I] Al Ain Univ Sci & Technol, Coll Business, Al Ain, U Arab Emirates.
   [Tabash, Mosab, I] 30 St, Abu Dhabi 64141, U Arab Emirates.
   [Albugami, Moteb A.] King Abdulaziz Univ, Fac Econ & Adm, Jeddah, Saudi Arabia.
   [Salim, Mairaj] Shobhit Univ, Meerut, Uttar Pradesh, India.
   [Akhtar, Asif] Aligarh Muslim Univ, Dept Business Adm, Aligarh, Uttar Pradesh, India.
RP Tabash, MI (reprint author), Al Ain Univ Sci & Technol, Coll Business, Al Ain, U Arab Emirates.; Tabash, MI (reprint author), 30 St, Abu Dhabi 64141, U Arab Emirates.
EM mosab.tabash@aau.ac.ae
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NR 68
TC 1
Z9 1
U1 0
U2 0
PU KOREA DISTRIBUTION SCIENCE ASSOC
PI GYEONGGI
PA HANSHIN OFFICETEL STE 1030, 2463-4, SHINHEUNG-DONG SUJEONG-GU, SEONGNAM,
   GYEONGGI, 461-713, SOUTH KOREA
SN 2288-4637
EI 2288-4645
J9 J ASIAN FINANC ECON
JI J. Asian Financ. Econ. Bus.
PD AUG
PY 2019
VL 6
IS 3
BP 225
EP 234
DI 10.13106/jafeb.2019.vol6.no3.225
PG 10
WC Business
SC Business & Economics
GA IV6BB
UT WOS:000484352800021
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Alkhaldi, AN
   Kharma, QM
AF Alkhaldi, Ayman N.
   Kharma, Qasem M.
TI Customer's Intention to Adopt Mobile Banking Services: The Moderating
   Influence of Demographic Factors
SO INTERNATIONAL JOURNAL OF INNOVATION AND TECHNOLOGY MANAGEMENT
LA English
DT Article
DE Mobile banking; mobile commerce; mobile services; demographic factors;
   UTAUT
ID INFORMATION-TECHNOLOGY; CONSUMER ACCEPTANCE; GENDER-DIFFERENCES; USER
   ACCEPTANCE; SAUDI-ARABIA; ONLINE; COMMERCE; UTAUT; MODEL
AB The variance in users' characteristics, according to demographic factors, is crucial in segmenting retail banking customers and making marketing decisions. Therefore, the effects of these factors should be examined to help IT providers enhance m-banking services. This study seeks to build a conceptual model that determines the moderating influence of demographic factors on the customer's intention to adopt m-banking. A questionnaire was distributed in Saudi Arabia and the responses were analyzed through a structural equation modeling (SEM) approach. The study finds that users' demographic characteristics, such as age, education, and income, but not gender, played a moderating role in their adoption of m-banking services.
C1 [Alkhaldi, Ayman N.] Univ Hail, Community Coll, Management Informat Syst Dept, BO 2440, Hail 81451, Saudi Arabia.
   [Kharma, Qasem M.] Amman Al Ahliyya Univ, Fac Informat Technol, Comp Sci, Amman 19328, Jordan.
RP Alkhaldi, AN (reprint author), Univ Hail, Community Coll, Management Informat Syst Dept, BO 2440, Hail 81451, Saudi Arabia.
EM ayman_alkhaldi@hotmail.com; g.kharma@ammanu.edu.jo
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NR 79
TC 0
Z9 0
U1 5
U2 5
PU WORLD SCIENTIFIC PUBL CO PTE LTD
PI SINGAPORE
PA 5 TOH TUCK LINK, SINGAPORE 596224, SINGAPORE
SN 0219-8770
EI 1793-6950
J9 INT J INNOV TECHNOL
JI Int. J. Innov. Technol. Manag.
PD AUG
PY 2019
VL 16
IS 5
AR 1950037
DI 10.1142/S0219877019500378
PG 26
WC Management
SC Business & Economics
GA IT7KG
UT WOS:000483053500008
DA 2020-02-20
ER

PT J
AU Chakraborty, D
AF Chakraborty, Debarun
TI Adoption of M-Banking Service Apps for Rural Consumers: An Empirical
   Analysis
SO NMIMS MANAGEMENT REVIEW
LA English
DT Article
DE M-app; Convenience; Trust; Cost; Adoption; Usefulness; TAM
ID MOBILE BANKING; SOCIAL INFLUENCES; PERCEIVED EASE; ACCEPTANCE;
   INTENTION; ONLINE; ATTITUDES; MODEL
AB The Banking industry is one of the most important sectors of any nation. There have been so many advancements implemented till date in the area of online banking with many more yet to come. In developing countries, online banking is speedily improving. The introduction of smart phones and 4G facilities in India have taken online banking a step ahead. People residing in urban areas are already adopting and enjoying online banking. The aim of this study is to find out the primary factors that influence rural consumers' adoption behaviour towards mobile banking. Technology acceptance model has been applied for this study. Responses have been gathered from rural consumers of West Bengal and multistage sampling procedure has been implemented to conduct the research. 287 samples were selected and multiple regression analysis was conducted to find the outcome of the study. Perceived convenience has a significant and highest impact whereas perceived cost and risk does not have any significant impact towards adoption of mobile banking apps.
C1 [Chakraborty, Debarun] Symbiosis Inst Business Management, Nagpur, Maharashtra, India.
   [Chakraborty, Debarun] Constituent Symbiosis Int Deemed Univ, Pune, Maharashtra, India.
RP Chakraborty, D (reprint author), Symbiosis Inst Business Management, Nagpur, Maharashtra, India.; Chakraborty, D (reprint author), Constituent Symbiosis Int Deemed Univ, Pune, Maharashtra, India.
EM debarun84@gmail.com
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   Tobbin Peter, 2012, Info, V14, P74, DOI 10.1108/14636691211256313
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   Wang YS, 2006, INFORM SYST J, V16, P157, DOI 10.1111/j.1365-2575.2006.00213.x
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   Zhou T, 2011, INTERNET RES, V21, P527, DOI 10.1108/10662241111176353
NR 61
TC 0
Z9 0
U1 2
U2 2
PU NARSEE MONJEE INST MANAGEMENT STUDIES
PI MUMBAI
PA V L MEHTA RD, VILE PARLE WEST, MUMBAI, 400056, INDIA
SN 0971-1023
J9 NMIMS MANAG REV
JI NMIMS Manag. Rev.
PD AUG
PY 2019
VL 37
IS 3
BP 34
EP 52
PG 19
WC Management
SC Business & Economics
GA IS4OD
UT WOS:000482131900003
DA 2020-02-20
ER

PT J
AU Ali, SF
   Naeem, M
AF Ali, Syed Faraz
   Naeem, Muhammad
TI Does service quality increase the level of banks performance Comparative
   analysis between conventional and Islamic banks
SO JOURNAL OF MANAGEMENT DEVELOPMENT
LA English
DT Article
DE Service quality; Islamic banks; Conventional banks; Comparative study;
   Banks performance
ID CUSTOMER SATISFACTION; CORPORATE IMAGE; RECOVERY; LOYALTY; IMPACT;
   SECTOR; PERCEPTIONS
AB Purpose The purpose of this paper is to unfold the relationship between service quality and level of performance of conventional and Islamic banks. Also, it intends to uncover what are the features of service quality which can raise the level of performance either in conventional banks or Islamic banks. There is rare literature available that focused on comparative study between above stated banking systems based on emerging parameters of SERVQUAL model. Design/methodology/approach To meet the objectives of this investigation, research data has been from 450 customers who have had accounts and dealings with conventional and Islamic banks in the previous five years. The customers are selected based on cluster sampling from regional offices of conventional and Islamic banks. Findings The collected data have been analyzed by using confirmatory factor analysis (CFA) technique followed by common method variance (CMV), multiple regression test and independent sample t-test used to examine the parameters of service quality in the context of banks performance. The purpose of CFA is to find the model validity, while multiple regression and t-test is performed in order to examine the influence of service quality parameters on banks performance. Originality/value The study used compliance as a one of the emerging and unique dimension of service quality. This dimension is rarely investigated in the context of measuring the level of bank performance of conventional and Islamic banking systems. Findings reveal responsiveness and assurance is the strongest predictor of conventional banking performance. Compliance and reliability has significant and positive impact on the level of performance of Islamic banks. Moreover, the study has practical implications for the top management and stakeholders of conventional and Islamic banks to increase the level of performance by using SERVQUAL model.
C1 [Ali, Syed Faraz] Univ Bolton, Dept Management Sci, Bolton, England.
   [Naeem, Muhammad] Univ Worcester, Worcester Business Sch, Worcester, England.
RP Naeem, M (reprint author), Univ Worcester, Worcester Business Sch, Worcester, England.
EM arbdr786@gmail.com; dr.muhammadnaeem222@gmail.com
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NR 56
TC 1
Z9 1
U1 1
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0262-1711
EI 1758-7492
J9 J MANAG DEV
JI J. Manag. Dev.
PD JUL 8
PY 2019
VL 38
IS 6
BP 442
EP 454
DI 10.1108/JMD-05-2018-0149
PG 13
WC Management
SC Business & Economics
GA IJ5CD
UT WOS:000475919500001
DA 2020-02-20
ER

PT J
AU Hamouda, M
AF Hamouda, Manel
TI Omni-channel banking integration quality and perceived value as drivers
   of consumers' satisfaction and loyalty
SO JOURNAL OF ENTERPRISE INFORMATION MANAGEMENT
LA English
DT Article
DE Banking; Customer satisfaction; Perceived value; Customer loyalty;
   Integration quality; Omni-channel
ID CUSTOMER SATISFACTION; SERVICE QUALITY; FINANCIAL SERVICES; ONLINE
   CHANNEL; IMPACT; EXPERIENCE; CROSS; PRICE; CONSEQUENCES; ANTECEDENTS
AB Purpose This research aims to enrich the literature related to the emerging topic of omni-channel. The purpose of this paper is to empirically investigate the relationship between omni-channel integration quality (IQ), omni-channel perceived value (PV), customer satisfaction and loyalty in the banking context. Design/methodology/approach A quantitative study was conducted to collect data. A web-based questionnaire was sent by an e-mail to a sample of 395 bank customers. Exploratory factor analysis and structural equation modelling were used for the statistical analysis of the data. Findings The results reveal that a high quality of omni-channel banking integration increases the PV of the omni-channel by the customer. There is also a positive relationship between PV and customer satisfaction, as well as customer loyalty, in the omni-channel banking context. A positive relationship between omni-channel IQ and customer satisfaction was also highlighted. Furthermore, customer loyalty can be increased through enhancing customer satisfaction within omni-channel banking. Originality/value After being studied in a multi-channel context, this study extends the use of the concepts of IQ and PV on omni-channel. This research is among the few studies that empirically test nearly all the relationships of the research model in an omni-channel environment, in general, and in omni-channel banking, in particular. Furthermore, this research offers a comprehension of the omni-channel system from customer's point of view, which is an insufficiently explored topic.
C1 [Hamouda, Manel] Univ Manouba, Higher Sch Commerce Tunis, Manouba, Tunisia.
RP Hamouda, M (reprint author), Univ Manouba, Higher Sch Commerce Tunis, Manouba, Tunisia.
EM manel.hamouda@gmail.com
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NR 81
TC 0
Z9 0
U1 13
U2 13
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1741-0398
EI 1758-7409
J9 J ENTERP INF MANAG
JI J. Enterp. Inf. Manag.
PD JUL 3
PY 2019
VL 32
IS 4
BP 608
EP 625
DI 10.1108/JEIM-12-2018-0279
PG 18
WC Computer Science, Interdisciplinary Applications; Information Science &
   Library Science; Management
SC Computer Science; Information Science & Library Science; Business &
   Economics
GA IO2EZ
UT WOS:000479197000004
DA 2020-02-20
ER

PT J
AU Singh, A
   Singla, B
AF Singh, Amandeep
   Singla, Babita
TI A FACTOR ANALYSIS APPROACH FOR ANALYZING THE SERVICE QUALITY OF BANKS
SO JIMS8M-THE JOURNAL OF INDIAN MANAGEMENT & STRATEGY
LA English
DT Article
DE Service Quality; Banking sector; Factor Analysis
AB The Indian banking sector has witnessed great transformation since liberalisation in the country. It becomes extremely important to study the service quality of banks in order to estimate that where does the present service quality of the banking services stand up. This paper tries to highlight the service quality of banks by using factor analysis.
C1 [Singh, Amandeep] Chitkara Business Sch, Rajpura, Punjab, India.
   [Singla, Babita] Chitkara Univ, Rajpura, Punjab, India.
RP Singh, A (reprint author), Chitkara Business Sch, Rajpura, Punjab, India.
RI Singla, Babita/H-8891-2015; Singh, Amandeep/E-1105-2019
OI Singla, Babita/0000-0002-8861-6859; Singh, Amandeep/0000-0002-0970-5467
CR Adeline G. W, 2008, THESIS
   Baghdadabad MRT, 2011, AFR J BUS MANAGE, V5, P11082, DOI 10.5897/AJBM11.832
   Baghla A, 2016, IJAR, V2, P598
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   Kumari S, 2015, ASIAN J RES BUSINESS, V15, P46
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   Mishra B, 2007, INVESTMENT DECISION
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   Singh A, 2016, INT J COMPUTER APPL
   Wakshull M. N., 2001, P PROJ MAN I ANN SEM
   Westerfield R, 1969, THESIS
NR 15
TC 0
Z9 0
U1 0
U2 0
PU JAGANNATH INT MANAGEMENT SCH
PI NEW DELHI
PA OCF POCKET 9, SECTOR-B, VASANT KUNJ, NEW DELHI, 110 070, INDIA
SN 0973-9335
EI 0973-9343
J9 JIMS8M-J INDIAN MANA
JI JIMS8M-J. Indian Manag. Strategy
PD JUL-SEP
PY 2019
VL 24
IS 3
BP 60
EP 63
DI 10.5958/0973-9343.2019.00026.7
PG 4
WC Management
SC Business & Economics
GA JE3AF
UT WOS:000490565500010
DA 2020-02-20
ER

PT J
AU Dharmaraj, S
AF Dharmaraj, S.
TI CUSTOMER PERCEPTION TOWARDS BANCASSURANCE- A STUDY OF SELECT BANKS IN
   TAMILNADU
SO SMART-JOURNAL OF BUSINESS MANAGEMENT STUDIES
LA English
DT Article
DE Bancassurance; Awareness; Preference; Satisfaction
AB Bancassurance in India is a phenomenon, which integrates banking and insurance sector for insurance distribution and it still remains largely unexplored in the academic arena. There is a complex relationship in this triangular business proposition and number of factors influence the execution of bancassurance. The present study was carried out with the objective, to analyse the extent of awareness, customer preference to avail bancassurance and the satisfaction of bancassurance services rendered by the banks. The dependent variable of level of awareness was analysed by studying the association between the duration of relationship of customers with the banks and the frequency of visits to banks and it was found significant. Among sources of information, "bank staffs" are the major source to customers for attaining knowledge about bancassurance and "brochures and other materials", supplied by the banks, have also become the major source of knowledge. The analysis reveals that the frequency of visits made by customers to banks significantly prelude the extent of awareness regarding bancassurance. In general, majority of the respondents recorded their satisfaction over the various elements of services offered by banks relating to bancassurance. Respondents were not adequately satisfied with the complaints attended by staff renewal of policy and amount of premium. In other words, both the customer's preference for bancassurance and the level of awareness towards bancassurance, exercised significant impact on their level of satisfaction.
C1 [Dharmaraj, S.] Inst Cooperat Management, Madurai, Tamil Nadu, India.
RP Dharmaraj, S (reprint author), Inst Cooperat Management, Madurai, Tamil Nadu, India.
EM sdharmarajicm@gmail.com
CR Ali L., 2013, EUROPEAN J BUSINESS, V5, P34
   Boon L. K., 2012, INT C MAN EC FIN P
   Chari V. G., 2014, J EXCLUSIVE MANAGEME, V3
   Choudhury M., 2015, SIJ T IND FINANCIAL, V3, P41
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NR 13
TC 0
Z9 0
U1 2
U2 2
PU SCIENTIFIC MANAGEMENT & ADVANCED RESEARCH TRUST
PI TIRUCHIRAPPALLI
PA 150 KALYASUNDARAM NAGAR, AIRPORT POST OFFICE, TIRUCHIRAPPALLI, 620 007,
   INDIA
SN 0973-1598
EI 2321-2012
J9 SMART-J BUS MANAG ST
JI SMART-J. Bus. Manag. Stud.
PD JUL-DEC
PY 2019
VL 15
IS 2
BP 47
EP 57
DI 10.5958/2321-2012.2019.00014.9
PG 11
WC Management
SC Business & Economics
GA IN6ZG
UT WOS:000478830600007
DA 2020-02-20
ER

PT J
AU Anouze, ALM
   Alamro, AS
   Awwad, AS
AF Anouze, Abdel Latef M.
   Alamro, Ahmed Salameh
   Awwad, Abdulkareem Salameh
TI Customer satisfaction and its measurement in Islamic banking sector: a
   revisit and update
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Jordan
ID SERVICE QUALITY; RETAIL BANKING; CORPORATE IMAGE; PERCEPTION; IMPACT;
   LOYALTY; MODEL; PRICE; CONVENIENCE; MEDIATION
AB Purpose The purpose of this study is to answer the following questions: How to measure customer satisfaction from the provisioning service of both: Islamic and Conventional banks? Can we trust one tool to measure such satisfaction or both banks are different identities and there is a need for separate measurement tool? What is the relationship between banks operating style (Islamic or Conventional) and bank performance? Design/methodology/approach A cross-sectional survey design was conducted to analyze a sample of customers. A total of 480 Jordanian participants were included in the study. Findings The results of confirmatory factor analysis show that the most important drivers of customer satisfaction are Sharia' compliance, complaints, pricing and convenience, whereas the least important drivers are e-banking, the perception of employees, enjoyment and tangibles. Also, the result of the multi-group analysis shows that the significant impacts of all drivers on customer satisfaction differ from Islamic banks to Conventional banks except for the enjoyment. The significant effects of customer satisfaction on bank performance also differ from Islamic to Conventional banks.
   Originality/value This study is intended to add to the existing literature in three ways: There is a lack of studies on the main drivers of customer satisfaction, especially those based on a consumer's decision-making process in Arabic countries like Jordan. This study broadens the scope by testing the proposed model using data from a sample of consumers in Jordan. This study serves to propose and validate the drivers that influence customer satisfaction and bank performance and elucidate the manner of their influence, to help with the development of more effective business strategies.
C1 [Anouze, Abdel Latef M.; Alamro, Ahmed Salameh; Awwad, Abdulkareem Salameh] Qatar Univ, Coll Business & Econ, Dept Management & Mkt, Doha, Qatar.
RP Anouze, ALM (reprint author), Qatar Univ, Coll Business & Econ, Dept Management & Mkt, Doha, Qatar.
EM a.anouz@qu.edu.qa
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NR 99
TC 0
Z9 0
U1 3
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PD JUN 10
PY 2019
VL 10
IS 2
BP 565
EP 588
DI 10.1108/JIMA-07-2017-0080
PG 24
WC Business
SC Business & Economics
GA IO2VX
UT WOS:000479241000012
DA 2020-02-20
ER

PT J
AU Pena, G
AF Pena, Guillermo
TI Efficient treatment of banking services under VAT
SO ECONOMICS AND BUSINESS LETTERS
LA English
DT Article
DE value added tax; financial services; tax efficiency
ID FINANCIAL SERVICES; TAXATION
AB The efficiency of tax systems is an important topic for policy makers and academics. We focus on the efficiency of applying VAT to traditional banking services, a significant issue where a consensus has yet to be reached since the first debates more than two decades ago. This paper discusses one of the most relevant models of tax efficiency on banking services under VAT, the model developed by Jack (2000). This author shows that explicit fees and commissions should be taxable under VAT, while implicit fees covered by banking spreads should be zero-rated. An alternative theoretical approach is developed in this paper, proposing the taxation of both explicit and implicit fees of financial services under VAT at the same tax rate, which should also be the same rate applied to all other goods and services.
C1 [Pena, Guillermo] Univ Zaragoza, Dept Publ Econ, Zaragoza, Spain.
RP Pena, G (reprint author), Univ Zaragoza, Dept Publ Econ, Zaragoza, Spain.
EM gpenablasco@gmail.com
FU Regional Government of Aragon European Social Fund; European Regional
   Development Fund (Public Economics Research Group)
FX The author expresses his gratitude for the funding received from the
   Regional Government of Aragon European Social Fund and the European
   Regional Development Fund (Public Economics Research Group). I would
   like to acknowledge Julio Lopez-Laborda for his help to write the paper.
CR Adam S., 2011, TAX DESIGN MIRRLEES
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NR 12
TC 0
Z9 0
U1 0
U2 0
PU UNIV OVIEDO
PI OVIEDO
PA CAMPUS HUMANIDADES, EDIFICIO SERVICIOS,, OVIEDO, ASTURIAS 33011, SPAIN
SN 2254-4380
J9 ECON BUS LETT
JI Econ. Bus. Lett.
PD JUN
PY 2019
VL 8
IS 2
SI SI
BP 115
EP 121
DI 10.17811/ebl.8.2.2019.115-121
PG 7
WC Economics
SC Business & Economics
GA KG7RZ
UT WOS:000510146900006
OA Bronze
DA 2020-02-20
ER

PT J
AU Buszko, M
   Krupa, D
   Chojnacka, M
AF Buszko, Michal
   Krupa, Dorota
   Chojnacka, Malwina
TI Young people and banking products and services in Poland: fundamental
   aspects
SO EKONOMIA I PRAWO-ECONOMICS AND LAW
LA English
DT Article
DE young people; bank products and services; banks; Poland
AB Motivation: This paper is devoted to the issue of using banking products and services by young people, i.e. children under the age of 13, youths from 13 to 17 years of age and young adults from 18 to 25 years of age. Considering the current fast digitalization in banking as well as increased competition on the financial market, the group of young people naturally becomes an object of interest to banks.
   Aim: The work is aimed at characterising young people as the clients of banks. In particular the aim of the study is to identify the motives, terms and legal aspects of servicing young people by banks as well as to characterize reasons and frequency of using banking products and services by young people. To deepen the knowledge in scope of functioning of children youths and young adults on the market of banking products and services, the authors of this study have taken to carry out research through literature studies, legal regulations analysis and obtaining opinions of young people in the survey.
   Results: The basic motivation for servicing children, young people and young adults is linking a young client with a bank for a long period of time. Educational and social motives also exist. According to the research the majority of young people in Poland uses bank products and services. Such people start using banking offers mostly when they became adult and the share of users changes with the age, place of residence, formal education level and level of subjective financial knowledge. Young people decide to use bank products and services because of the need. They use banking products and services every day or several times per week.
C1 [Buszko, Michal; Krupa, Dorota] Nicolaus Copernicus Univ Torun, Fac Econ Sci & Management, Dept Finance Management, Ul Gagarina 13a, PL-87100 Torun, Poland.
RP Buszko, M (reprint author), Nicolaus Copernicus Univ Torun, Fac Econ Sci & Management, Dept Finance Management, Ul Gagarina 13a, PL-87100 Torun, Poland.
EM mibus@umk.pl; dkrupa@umk.pl; m.choj@op.pl
RI Krupa, Dorota/M-9340-2013; Buszko, Michal/P-4024-2018
OI Krupa, Dorota/0000-0001-9765-6871; Buszko, Michal/0000-0002-1743-1902
FU Nicolaus Copernicus University in Torun, Faculty of Economic Sciences
   and Management, Department of Finance Management statutory sources
FX this research was funded by the Nicolaus Copernicus University in Torun,
   Faculty of Economic Sciences and Management, Department of Finance
   Management statutory sources.
CR Bednarska-Olejniczak D, 2012, ZESZYTY NAUKOWE WYZS, V31
   Biskupski Z, 2016, BANKI KOCHAJA MLODYC
   Carbo S., 2005, FINANCIAL EXCLUSION
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NR 17
TC 0
Z9 0
U1 0
U2 0
PU UNIWERSYTET MIKOLAJA KOPERNIKA-NICOLAUS COPERNICUS UNIV
PI TORUN
PA WYDZIAL NAUK EKONOMICZNYCH & ZARZADZANIA, KATEDRA EKON, UL GAGARINA 13A,
   TORUN, 87-100, POLAND
SN 1898-2255
EI 2392-1625
J9 EKON PRAWO
JI Ekon. Prawo
PD JUN
PY 2019
VL 18
IS 2
BP 133
EP 145
DI 10.12775/EiP.2019.011
PG 13
WC Economics
SC Business & Economics
GA IK9VH
UT WOS:000476944300002
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Buszko, M
   Krupa, D
   Chojnacka, M
AF Buszko, Michal
   Krupa, Dorota
   Chojnacka, Malwina
TI Young people and banking products and services in Poland: the results of
   empirical studies
SO EKONOMIA I PRAWO-ECONOMICS AND LAW
LA English
DT Article
DE young people; bank products and services; age; gender; education;
   residence
AB Motivation: Banks tend to offer increasingly innovative, distinctive products, to introduce new sales channels, as well as to search for new customers. A special group, more often served by banks, are young people.
   Aim: The main aim of this study is evaluating the types, preferences and patterns of us- ing banking offers as well as to evaluate major channels of accessing banking products and services by children, youths and young adults. The authors used studies of literature, analysed bank products and services for young people as well as conducted survey re- search on a group of people under 25 years.
   Results: Young people represent a primarily multi-product approach and their level of financial knowledge determines the use of modern solutions as well as a high diversity of products. Young people that use banking products and services rarely decide to use offers of other financial institutions.
C1 [Buszko, Michal; Krupa, Dorota] Nicolaus Copernicus Univ Torun, Fac Econ Sci & Management, Dept Finance Management, Ul Gagarina 13a, PL-87100 Torun, Poland.
RP Buszko, M (reprint author), Nicolaus Copernicus Univ Torun, Fac Econ Sci & Management, Dept Finance Management, Ul Gagarina 13a, PL-87100 Torun, Poland.
EM mibus@umk.pl; dkrupa@umk.pl; m.choj@op.pl
RI Buszko, Michal/P-4024-2018; Krupa, Dorota/M-9340-2013
OI Buszko, Michal/0000-0002-1743-1902; Krupa, Dorota/0000-0001-9765-6871
FU Nicolaus Copernicus University in Torun, Faculty of Economic Sciences
   and Management, Department of Finance Management statutory sources
FX this research was funded by the Nicolaus Copernicus University in Torun,
   Faculty of Economic Sciences and Management, Department of Finance
   Management statutory sources.
CR Camilleri S. J, 2017, INT J FINANCIAL RES, V8, DOI [10.5430/ijfr.v8n2p51, DOI 10.5430/IJFR.V8N2P51]
   Child & Youth Finance International & MasterCard Incorporated International, 2014, BANK NEW GEN DEV RES
   Demirguc-Kunt A., 2012, 6025 WORLD BANK
   Dziawgo L, 2006, PRIVATE BANKING BANK
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   Johnson E, 2007, J SOCIOLOGY SOCIAL W, V34
   Maison D., 2017, POSTAWY POLAKOW WOBE
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   Newseria, 2016, NEWSERIA
   Perek A, 2014, ZESZYTY NAUKOWE SGGW, V106, DOI [10.22630/EIOGZ.2014.106.16, DOI 10.22630/EIOGZ.2014.106.16]
   Polasik M, 2009, INT J BANK MARK, V27, P32, DOI 10.1108/02652320910928227
   Smoczynska A., 2014, SYSTEM ED POLAND
   Totalmoney.pl, 2016, OF BANK SKIER DZIEC
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NR 15
TC 0
Z9 0
U1 2
U2 2
PU UNIWERSYTET MIKOLAJA KOPERNIKA-NICOLAUS COPERNICUS UNIV
PI TORUN
PA WYDZIAL NAUK EKONOMICZNYCH & ZARZADZANIA, KATEDRA EKON, UL GAGARINA 13A,
   TORUN, 87-100, POLAND
SN 1898-2255
EI 2392-1625
J9 EKON PRAWO
JI Ekon. Prawo
PD JUN
PY 2019
VL 18
IS 2
BP 147
EP 164
DI 10.12775/EiP.2019.012
PG 18
WC Economics
SC Business & Economics
GA IK9VH
UT WOS:000476944300003
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Hoque, ME
   Hassan, MK
   Hashim, NMHN
   Zaher, T
AF Hoque, Mohammad Enamul
   Hassan, M. Kabir
   Hashim, Nik Mohd Hazrul Nik
   Zaher, Tarek
TI Factors affecting Islamic banking behavioral intention: the moderating
   effects of customer marketing practices and financial considerations
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Behavioral intention; Islamic banking; Profit-loss sharing; Theory of
   planned behavior; Malaysia
ID INTERNET BANKING; PERCEIVED RISK; CONSUMER ATTITUDES; ADOPTION;
   SERVICES; DETERMINANTS; SATISFACTION; TRUST; RELIGIOSITY; INFORMATION
AB This paper examines the determinants of potential customers' intention to purchase products and services from Islamic banks and the moderating effects of customer marketing practices and financial considerations. A research framework is developed which links communication considerations, financial considerations, customer attitudes, and behaviors. The questionnaire approach, confirmatory factor analysis, and hierarchical regression are used to examine the extent and direction of the relationship within the conceptualized research framework. We find, apart from perceived ease of online banking, that all conceptualized factors are important determinants of customers' behavioral intention in Islamic banking. This study also finds that, with the exception of perceived risk, all moderators (namely customer-bank relationship, advertising, perceived ease of online banking, perceived potential benefits, and profit-loss sharing approach) intensify the customer attitude-behavioral intention nexus. Islamic banks should adopt various customer-bank relationship strategies and advertising to attract more customers. Further, Islamic banks may use simplified Arabic terms for products and services on their Web sites and online banking portals to convey their intended massage to non-Muslim customers as well.
C1 [Hoque, Mohammad Enamul; Hashim, Nik Mohd Hazrul Nik] Univ Kebangsaan Malaysia, Grad Sch Business, Bangi, Malaysia.
   [Hassan, M. Kabir] Univ New Orleans, Dept Econ & Finance, New Orleans, LA 70148 USA.
   [Zaher, Tarek] Indiana State Univ, Terre Haute, IN 47809 USA.
   [Hoque, Mohammad Enamul] Univ Creat Technol, Chittagong, Bangladesh.
RP Hassan, MK (reprint author), Univ New Orleans, Dept Econ & Finance, New Orleans, LA 70148 USA.
EM mhassan@uno.edu
OI Hoque, Mohammad Enamul/0000-0003-3233-8316
CR Abd Aziz N, 2018, J ISLAMIC MARK, V9, P421, DOI 10.1108/JIMA-10-2016-0080
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NR 73
TC 0
Z9 0
U1 5
U2 7
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD JUN
PY 2019
VL 24
IS 1-2
BP 44
EP 58
DI 10.1057/s41264-019-00060-x
PG 15
WC Business
SC Business & Economics
GA IC9BG
UT WOS:000471275600005
DA 2020-02-20
ER

PT J
AU Chin, A
   Cohen, TR
   Lindblad, MR
AF Chin, Alycia
   Cohen, Taya R.
   Lindblad, Mark R.
TI Consumer Bankruptcy Stigma: Understanding Relationships with Familiarity
   and Perceived Control
SO JOURNAL OF CONSUMER AFFAIRS
LA English
DT Article
ID UNIVERSAL DIMENSIONS; EMPIRICAL-ANALYSIS; MORAL CHARACTER; WARMTH;
   COMPETENCE; PERCEPTION; CREDIT; DEBT
AB Bankruptcy stigma is commonly thought to influence debtors' bankruptcy filing decisions. Despite its importance, researchers have not collected direct quantitative measures of bankruptcy stigma, either in terms of attitudes toward bankruptcy or evaluations of filers. Across two empirical studies, we find that (1) attitudes toward bankruptcy and bankruptcy filers are less negative among those with firsthand bankruptcy experience; (2) bankruptcy stigma is a multidimensional construct that includes morality-, warmth-, and competence-related elements; and (3) consistent with psychological models of blame, filers who are perceived to have more control over the circumstances leading to their bankruptcy are more highly stigmatized. By directly investigating bankruptcy stigma, this research can be used to inform models of consumer decisions about bankruptcy filings and bankruptcy policy.
C1 [Chin, Alycia] Publ Co Accounting Oversight Board, Washington, DC 20006 USA.
   [Cohen, Taya R.] Carnegie Mellon Univ, Org Behav & Theory, Tepper Sch Business, Pittsburgh, PA 15213 USA.
   [Lindblad, Mark R.] Univ N Carolina, UNC Ctr Community Capital, Chapel Hill, NC 27515 USA.
RP Chin, A (reprint author), Publ Co Accounting Oversight Board, Washington, DC 20006 USA.
EM china@pcaobus.org; tcohen@cmu.edu; mark_lindblad@unc.edu
RI Cohen, Taya/F-7505-2012
OI Cohen, Taya/0000-0001-7325-793X; Chin, Alycia/0000-0002-9570-0549
FU Ford Foundation
FX Alycia Chin (china@pcaobus.org) is a Financial Economist at the Public
   Company Accounting Oversight Board. Taya R. Cohen (tcohen@cmu.edu) is an
   Associate Professor of Organizational Behavior and Theory in the Tepper
   School of Business, Carnegie Mellon University. Mark R. Lindblad
   (mark_lindblad@unc.edu) is a Research Fellow at the UNC-Center for
   Community Capital, University of North Carolina at Chapel Hill. The
   Public Company Accounting Oversight Board, as a matter of policy,
   disclaims responsibility for any private publication or statement by any
   of its economic research fellows, consultants, or employees. This work
   was partly supported by the Ford Foundation. We thank Wandi Bruine de
   Bruin, Eric M. VanEpps, and Michael S. Yu for comments given at various
   stages of this project, and Cara Isher-Witt for editing.
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NR 46
TC 0
Z9 0
U1 1
U2 2
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0022-0078
EI 1745-6606
J9 J CONSUM AFF
JI J. Consum. Aff.
PD JUN
PY 2019
VL 53
IS 2
BP 600
EP 629
DI 10.1111/joca.12206
PG 30
WC Business; Economics
SC Business & Economics
GA IC4LP
UT WOS:000470937500012
DA 2020-02-20
ER

PT J
AU Braouezec, Y
   Wagalath, L
AF Braouezec, Yann
   Wagalath, Lakshithe
TI Strategic fire-sales and price-mediated contagion in the banking system
SO EUROPEAN JOURNAL OF OPERATIONAL RESEARCH
LA English
DT Article
DE Finance; Price-mediated contagion; Nash equilibrium with strategic;
   Complemenrarities; CCAR 2015; Macro-prudential stress-tests
ID FINANCIAL CONTAGION; STRESS TESTS; RISK; LIQUIDITY; EQUILIBRIUM; MARKET;
   GAMES; LIQUIDATION; STABILITY
AB We consider a price-mediated contagion framework in which each bank, after an exogenous shock, may have to sell assets in order to comply with regulatory constraints. Interaction between banks takes place only through price impact. We characterize the equilibrium of the strategic deleveraging problem and we calibrate our model to publicly-available data, the US banks that were part of the 2015 regulatory stress-tests. We then consider a more sophisticated model in which each bank is exposed to two risky assets (marketable and not marketable) and is only able to sell the marketable asset. We calibrate our model using the six banks with significant trading operations and we show that, depending on the price impact, the contagion of failures may be significant. Our results may be used to refine current stress testing frameworks by incorporating potential contagion mechanisms between banks. (C) 2018 Elsevier B.V. All rights reserved.
C1 [Braouezec, Yann; Wagalath, Lakshithe] CNRS LEM, IESEG Sch Management, UMR 9221, Socle Grande Arche, Paris Campus,1 Parvis Def, F-92044 Paris, France.
RP Braouezec, Y (reprint author), CNRS LEM, IESEG Sch Management, UMR 9221, Socle Grande Arche, Paris Campus,1 Parvis Def, F-92044 Paris, France.
EM y.braouezec@ieseg.fr; l.wagalath@ieseg.fr
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NR 61
TC 1
Z9 1
U1 2
U2 16
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0377-2217
EI 1872-6860
J9 EUR J OPER RES
JI Eur. J. Oper. Res.
PD MAY 1
PY 2019
VL 274
IS 3
BP 1180
EP 1197
DI 10.1016/j.ejor.2018.11.012
PG 18
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA HJ9HJ
UT WOS:000457509200030
DA 2020-02-20
ER

PT J
AU Sayil, EM
   Akyol, A
   Simsek, GG
AF Sayil, Emine Mediha
   Akyol, Ayse
   Simsek, Gulhayat Golbasi
TI An integrative approach to relationship marketing, customer value, and
   customer outcomes in the retail banking industry: a customer-based
   perspective from Turkey
SO SERVICE INDUSTRIES JOURNAL
LA English
DT Article
DE Relationship marketing; relationship quality; perceived customer value;
   customer satisfaction; customer loyalty
ID RELATIONSHIP QUALITY; PERCEIVED VALUE; SERVICE QUALITY; RELATIONSHIP
   MANAGEMENT; MEDIATING ROLE; VALUE CREATION; LOYALTY; SATISFACTION;
   TRUST; DETERMINANTS
AB Given how important it is to provide superior value to customers and to maintain customer loyalty for a sustainable competitive advantage, the aim of this paper is to examine the relationships among relationship marketing components of - trust, competency, commitment, communication, and conflict handling, - relationship investment, relationship quality, perceived customer value, satisfaction and loyalty in an integrated framework in the Turkish retail banking industry. Unlike previous studies, this research extends the literature by analysing affective as well as cognitive dimensions in the same model with a holistic view by simultaneously examining the direct and indirect effects of the related concepts. The distinctive nature of this study is its evaluation of customer satisfaction and loyalty from the perspective of actual consumers. The research model was tested using data collected from 685 retail banking customers by applying structural equation modelling. The findings show that relationship marketing induces loyalty through relationship quality, customer value, and satisfaction, which are mainly provided by trust, communication, and relationship investment. Furthermore, relationship investment and relationship quality are the most important factors in the development of customer value, satisfaction, and loyalty. The emotional value dimension, which captures the affective aspects of perceived value, has the strongest effect on both satisfaction and loyalty.
C1 [Sayil, Emine Mediha] Fenerbahce Univ, Fac Commun, Istanbul, Turkey.
   [Akyol, Ayse] Trakya Univ, Dept Business Adm, Edirne, Turkey.
   [Simsek, Gulhayat Golbasi] Yildiz Tech Univ, Dept Stat, Istanbul, Turkey.
RP Sayil, EM (reprint author), Fenerbahce Univ, Fac Commun, Istanbul, Turkey.
EM medihasayil2@gmail.com
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NR 134
TC 3
Z9 3
U1 4
U2 33
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0264-2069
EI 1743-9507
J9 SERV IND J
JI Serv. Ind. J.
PD APR 26
PY 2019
VL 39
IS 5-6
BP 420
EP 461
DI 10.1080/02642069.2018.1516755
PG 42
WC Management
SC Business & Economics
GA HP0NU
UT WOS:000461363600006
DA 2020-02-20
ER

PT J
AU Tirado, DM
   Tena, MAM
   Guillen, ME
AF Monferrer Tirado, Diego
   Moliner Tena, Miguel Angel
   Estrada Guillen, Marta
TI Ambidexterity as a Key Factor in Banks' Performance: A Marketing
   Approach
SO JOURNAL OF MARKETING THEORY AND PRACTICE
LA English
DT Article
ID MEASURING ORGANIZATIONAL PERFORMANCE; RESEARCH-AND-DEVELOPMENT;
   RESOURCE-BASED VIEW; DYNAMIC CAPABILITIES; FIRM PERFORMANCE; STRATEGIC
   ORIENTATIONS; BUSINESS PERFORMANCE; COMPETITIVE ADVANTAGE; EXPORT
   PERFORMANCE; BORN GLOBALS
AB Based on an ambidexterity approach and using data from 384 Spanish bank branch managers, the results of this study confirm that market orientation facilitates the development of dynamic exploratory capabilities in bank branches and these, in turn, influence their capacity to exploit knowledge through marketing capabilities, leading to higher performance. The findings provide researchers and managers with practical insights into the joint application of certain key approaches and theories (market orientation, ambidexterity, resources- and capabilities-based view, and dynamic capabilities theory) in order to guarantee the sustainable performance of service firms in general, and banks in particular, especially in a context of crisis.
C1 [Monferrer Tirado, Diego; Moliner Tena, Miguel Angel; Estrada Guillen, Marta] Univ Jaume 1, Business Adm & Mkt Dept, Mkt, Castellon de La Plana, Spain.
RP Tirado, DM (reprint author), Univ Jaume 1, Business Adm & Mkt Dept, Mkt, Castellon de La Plana, Spain.
EM dmonferr@uji.es; amoliner@uji.es; estrada@uji.es
RI TIRADO, DIEGO MONFERRER/L-7795-2017; Moliner, Miguel A. M/L-8002-2015
OI TIRADO, DIEGO MONFERRER/0000-0001-7996-1151; Moliner, Miguel A.
   M/0000-0001-9274-4151
FU Ministry of Economy and Competitiveness of Spain [ECO2013-47134-P]
FX The authors gratefully acknowledge financial support provided by the
   Ministry of Economy and Competitiveness of Spain via the research
   project "La confianza del consumidor respecto a la calidad de la
   relacion y la orientacion al mercado de las entidades financieras: los
   efectos de la crisis" (ECO2013-47134-P).
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NR 159
TC 0
Z9 0
U1 3
U2 6
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1069-6679
EI 1944-7175
J9 J MARKET THEORY PRAC
JI J. Market. Theory Pract.
PD APR 3
PY 2019
VL 27
IS 2
BP 227
EP 250
DI 10.1080/10696679.2019.1577685
PG 24
WC Business
SC Business & Economics
GA HU4II
UT WOS:000465237400007
DA 2020-02-20
ER

PT J
AU Vencataya, L
   Pudaruth, S
   Juwaheer, RTD
   Ganess, D
   Sumodhee, NMZ
AF Vencataya, Lomendra
   Pudaruth, Sharmila
   Juwaheer, Roubina T. D.
   Ganess, Dirpal
   Sumodhee, Nabeelah Meh Zabeen
TI ASSESSING THE IMPACT OF SERVICE QUALITY DIMENSIONS ON CUSTOMER
   SATISFACTION IN COMMERCIAL BANKS OF MAURITIUS
SO STUDIES IN BUSINESS AND ECONOMICS
LA English
DT Article
DE Service Quality (SQ) Dimensions; SERVQUAL; Customer Satisfaction;
   Banking Industry; Mauritius
ID CONSUMER PERCEPTIONS; MODEL
AB In today's hyper competitive banking arena, banking institutions are focusing on improving service quality. Providing excellent quality of service is important in creating and sustaining competitive advantage in the banking industry of Mauritius due to intense competition between local and international banks. Hence, the paper explores the impact of Service Quality (SQ) Dimensions on customer satisfaction. Using the SERVQUAL model, the paper seeks to examine the impacts of reliability, responsiveness, assurance, empathy and tangible aspects on customer satisfaction in banks of Mauritius. A sample of 200 banking customers was randomly selected and data were analyzed through SPSS version 22. The SERVQUAL model has been found as reliable factors and appropriate tool to measure, evaluate, support, and improve the quality of services in banking industry. Results indicated that all five service quality factors have significantly positively influenced customer satisfaction in banks. Regression analysis was also conducted and depicted that empathy is a significant predictor of customer satisfaction among the five SQ dimensions.
C1 [Vencataya, Lomendra; Pudaruth, Sharmila; Juwaheer, Roubina T. D.; Ganess, Dirpal; Sumodhee, Nabeelah Meh Zabeen] Univ Mauritius, Moka, Mauritius.
RP Vencataya, L (reprint author), Univ Mauritius, Moka, Mauritius.
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NR 33
TC 1
Z9 1
U1 0
U2 3
PU SCIENDO
PI WARSAW
PA DE GRUYTER POLAND SP Z O O, BOGUMILA ZUGA 32A STR, 01-811 WARSAW, POLAND
SN 1842-4120
EI 2344-5416
J9 STUD BUS ECON-ROM
JI Stud. Bus. Econ.
PD APR
PY 2019
VL 14
IS 1
BP 259
EP 270
DI 10.2478/sbe-2019-0020
PG 12
WC Economics
SC Business & Economics
GA HY5YP
UT WOS:000468205700020
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Chawla, D
   Joshi, H
AF Chawla, Deepak
   Joshi, Himanshu
TI Scale Development and Validation for Measuring the Adoption of Mobile
   Banking Services
SO GLOBAL BUSINESS REVIEW
LA English
DT Article
DE Mobile banking; TAM; internet; online; banking; scale development; India
ID TECHNOLOGY ACCEPTANCE MODEL; GOODNESS-OF-FIT; INTERNET BANKING; ONLINE
   BANKING; CUSTOMER EXPERIENCE; CONSUMER ACCEPTANCE; PERCEIVED RISK;
   SAMPLE-SIZE; INTENTION; PERCEPTIONS
AB Mobile banking(m-banking) has provided new opportunities to banks to engage more effectively with customers. With increasing smartphone penetration and affordable internet connectivity, both urban and rural India are witness to an increase in the number of mobile internet users. A majority of the recent studies on m-banking are focused on developed countries. Among Indian studies, a majority of them focus on internet banking, not many exist that explore the factors which influence user attitude (ATT) and intentions to adopt m-banking. This article aims to propose a scale to study m-banking adoption and validate it in the Indian context. An exploratory study was conducted through a literature review, a focus group discussions and some personal interviews. Exploratory factor analysis (EFA) was carried out which resulted in seven factors labelled as ease of use (EOU), ATT, lifestyle (LS), convenience (CON), efficiency (EFF), trust (TR) and behavioural intention (BI). The measurement model was estimated using confirmatory factor analysis to test the reliability and validity of the scale. The study improves the technology acceptance model (TAM) by adding TR, CON and EFF as relevant factors. The scale also integrates LS to the existing factors and focuses on both socio-technical aspects. The scale can be used by banks to assess how consumers perceive their m-banking service and identify gap areas and opportunities for developing viable m-banking services.
C1 [Chawla, Deepak; Joshi, Himanshu] Int Management Inst, B-10, New Delhi 110016, India.
RP Joshi, H (reprint author), Int Management Inst, B-10, New Delhi 110016, India.
EM himanshu@imi.edu
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NR 81
TC 0
Z9 0
U1 8
U2 15
PU SAGE PUBLICATIONS LTD
PI LONDON
PA 1 OLIVERS YARD, 55 CITY ROAD, LONDON EC1Y 1SP, ENGLAND
SN 0972-1509
EI 0973-0664
J9 GLOB BUS REV
JI Glob. Bus. Rev.
PD APR
PY 2019
VL 20
IS 2
BP 434
EP 457
DI 10.1177/0972150918825205
PG 24
WC Business
SC Business & Economics
GA HW8FI
UT WOS:000466924200010
DA 2020-02-20
ER

PT J
AU Lone, FA
   Bhat, UR
AF Lone, Fayaz Ahmad
   Bhat, Ulfat Rashid
TI Does the tag "Islamic" help in customer satisfaction in dual banking
   sector?
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Saudi Arabia; Islamic Markets; Islamic financial services marketing;
   Customer satisfaction; Selling to Islamic markets; Islamic tag; Islamic
   and conventional banking
ID SERVICE QUALITY
AB Purpose The purpose of this paper is to find out the importance of the tag "Islamic" in the title of banks. This will help to determine the future strategy of Islamic banks, while expanding to the countries where Islamic banking is seen as a religious banking and not an as an alternative approach to the conventional banking. Design/methodology/approach Adopting convenience sampling, a total of 596 customers of both Islamic and conventional banks were surveyed from four regions of Saudi Arabia (Makkah, Madinah, Riyadh and Dammam) using a self-structured questionnaire on a five-point Likert scale. Findings The results concede that Islamic banks without the tag "Islamic" and conventional banks have same customer satisfaction. There are some factors other than the tag "Islamic" which are driving customers towards Islamic banking. Those factors include physical aspects of the bank, level of satisfaction with the services, dealing and attendance by the staff and safety and security of the bank. Besides, the application of fundamental principles of Islamic banking works as a key motivation for customer satisfaction with Islamic banking.
   Practical implications - Applying the tag "Islamic" is not as important as implementing the principles of Islamic banking. Islamic banks can survive and compete well even without using the "Islamic" tag if they implement the prime principles of Islamic banking and work on improving the factors highlighted by this study. This study can prove to be helpful in the expansion of Islamic banking in the countries where religious banking is not generally preferred by customers.
   Originality/value - This is the first study to find out the customer satisfaction in a dual banking system (comprising of conventional banks and Islamic banks that do not use the tag " Islamic"), thereby filling the existing gap in the Islamic banking literature.
C1 [Lone, Fayaz Ahmad] Higher Educ Dept, Dept Commerce, Srinagar, Jammu & Kashmir, India.
   [Bhat, Ulfat Rashid] Prince Sattam bin Abdulaziz Univ, Coll Sci & Humanities, Hotat Bani Tamim, Saudi Arabia.
RP Lone, FA (reprint author), Higher Educ Dept, Dept Commerce, Srinagar, Jammu & Kashmir, India.
EM fayazwdibf@gmail.com
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NR 36
TC 1
Z9 1
U1 0
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PD MAR 4
PY 2019
VL 10
IS 1
BP 138
EP 149
DI 10.1108/JIMA-11-2016-0084
PG 12
WC Business
SC Business & Economics
GA HM4ZJ
UT WOS:000459483600005
DA 2020-02-20
ER

PT J
AU Zinser, BA
AF Zinser, Brian Arthur
TI Retail Islamic banking and financial services Determinants of use by
   Muslims in the USA
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Islamic marketing; Islamic financial services marketing; Cost of being
   Muslim; US Islamic banking; US Islamic financial services; US Islamic
   marketing
ID CRITERIA; SELECTION; INTENTION; CONSUMER; HALAL; PRODUCTS; BEHAVIOR;
   CHOOSE
AB Purpose The purpose of this study is to identify the determinants of the intended use of Islamic banking and financial services by US Muslims. It builds on the plethora of studies primarily conducted in Muslim-majority countries. Design/methodology/approach An extended theory of planned behavior model was tested using structural equation modeling. The hypothesized paths were positive attitude, positive subject norms, perceived behavioral control, greater Islamic religiosity and lower perceived cost of being Muslim. A sample size of n = 251 was analyzed. Findings The analysis showed that positive attitudes toward Islamic financial services were found to be statistically significant (p < 0.001), and its path was the strongest. The higher Muslim identification path was trending toward being statistically significant (p < 0.086). The analysis also showed that lower perceived cost of being Muslim path was statistically significant (p < 0.035), but in the opposite hypothesized direction. No support was found for the effect of positive subjective norms or perceived behavior control hypotheses.
   Research limitations/implications - The study was exploratory in nature and has limitations, including some discriminant validity problems.
   Practical implications - The paper includes recommendations for US Islamic banking and financial services providers to develop more effective market segmentation and targeting, as well as integrated marketing communication strategies.
   Originality/value - This paper fulfills a void in research on Islamic marketing in the West, particularly the USA, a country with a nominal Muslim population.
C1 [Zinser, Brian Arthur] Northern Michigan Univ, Coll Business, Marquette, MI 49855 USA.
RP Zinser, BA (reprint author), Northern Michigan Univ, Coll Business, Marquette, MI 49855 USA.
EM bzinser@nmu.edu
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NR 72
TC 0
Z9 0
U1 3
U2 7
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PD MAR 4
PY 2019
VL 10
IS 1
BP 168
EP 190
DI 10.1108/JIMA-07-2017-0074
PG 23
WC Business
SC Business & Economics
GA HM4ZJ
UT WOS:000459483600007
DA 2020-02-20
ER

PT J
AU Fauzi, A
   Suryani, T
AF Fauzi, Abu Amar
   Suryani, Tatik
TI Measuring the effects of service quality by using CARTER model towards
   customer satisfaction, trust and loyalty in Indonesian Islamic banking
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Service quality; Islamic banking; Indonesia; Trust; Loyalty; Customer
   satisfaction; CARTER
ID MULTIPLE-ITEM SCALE; PERCEPTION; CONSEQUENCES; DIMENSIONS; PAKISTAN;
   IMPACT; IMAGE
AB Purpose There are two primary objectives of the research. Firstly, the study aims to explore the service quality dimension of Indonesian Islamic banking using a CARTER model. Secondly, the study aims to examine the relationship of service quality towards customer satisfaction, trust and loyalty in Indonesian Islamic banking. Design/methodology/approach The conceptual framework of the study will be examined using the PLS-SEM approach. Then, it will be examined using the 392 collected data from Indonesian Islamic banking customer in Surabaya. Findings Reliability becomes a key driver of customer satisfaction towards Indonesian Islamic banking. Then, customer loyalty will improve more significant if the Indonesian Islamic bank can firstly improve its customers trust.
   Research limitations/implications - The research results are questionable to represents Indonesia in general because all the sample of the research is Islamic banking customers in Surabaya, East Java Province.
   Practical implications - Updating with the newest technology in delivering integrated products or services will lead Indonesian Islamic banking satisfying its customer more. Then, Indonesia Islamic banking should develop the capability of human resources related to banking skills and understanding of Islamic principles to increase customer trust.
   Originality/value - This research is essential in complementing the previous research regarding the level of contribution of compliance in Indonesia Islamic banking. Then, the research discusses how compliance becomes an essential part of service quality that could increase the market share of Indonesian Islamic banking by enhancing the level of customer trust.
C1 [Fauzi, Abu Amar; Suryani, Tatik] Sekolah Tinggi Ilmu Ekon Perbanas, Surabaya, Indonesia.
RP Fauzi, A (reprint author), Sekolah Tinggi Ilmu Ekon Perbanas, Surabaya, Indonesia.
EM abu.amar@perbanas.ac.id
RI Suryani, Tatik/AAF-7616-2019; , Abu Amar Fauzi/L-3683-2018
OI , Abu Amar Fauzi/0000-0003-0693-6814; Suryani, Tatik/0000-0002-7472-9617
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NR 55
TC 1
Z9 1
U1 8
U2 15
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PD MAR 4
PY 2019
VL 10
IS 1
BP 269
EP 289
DI 10.1108/JIMA-04-2017-0048
PG 21
WC Business
SC Business & Economics
GA HM4ZJ
UT WOS:000459483600012
DA 2020-02-20
ER

PT J
AU Afzal, A
   Khan, AS
   Mahmood, S
   Shabbir, R
AF Afzal, Adnan
   Khan, Ahmad Sohail
   Mahmood, Shahid
   Shabbir, Rizwan
TI Shari'h Awareness and Customer Perception on PAKSERV: The drivers of
   Future Behavioral Intentions in Islamic Banking
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE PAKSERV; Future Behavioral Intention; Islamic banking; Shari'h awareness
ID MEASURING SERVICE QUALITY; DIMENSIONS; SATISFACTION; EXPECTATIONS;
   MEDIATION
AB Nowadays, Islamic banks face generous challenges to attract a large client-base for gaining higher revenues but these activities are pointless until and unless a genuine customer get value-addition services. In Pakistan, awareness about banking products/services may affect customer satisfaction level because business society need such a monetary foundation that generate behavioral loyalty. Service quality,Shari'h awareness & customer satisfaction is a cultural phenomenon, it must be grounded in a local cultural context.To investigate these relationships, 200 Islamic bank accounts holders are selected for fully-structured questionnaire responses and hierarchical linear regressionis executed. The results indicate that satisfaction fully mediates customer perception on PAKSERV and future behavioral intentions. However, satisfaction present a partial mediation in Shari'h awareness and future behavioral intention. Thus, clients of Islamic banks focus on PAKSERV (tangibility and assurance) of services cape that lead satisfaction and enhance behavioral intentions. The managers should focus on Islamic norms for designing reliability, tangibility, and assurance because customer want product information and knowledge about Shari'h laws.
C1 [Afzal, Adnan; Mahmood, Shahid] Govt Coll Univ, Dept Commerce, Faisalabad, Pakistan.
   [Khan, Ahmad Sohail; Shabbir, Rizwan] Govt Coll Univ, Lyallpur Business Sch, Faisalabad, Pakistan.
RP Afzal, A (reprint author), Govt Coll Univ, Dept Commerce, Faisalabad, Pakistan.
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NR 47
TC 0
Z9 0
U1 0
U2 0
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD MAR
PY 2019
VL 11
IS 9
BP 133
EP 142
PG 10
WC Business
SC Business & Economics
GA JC0PR
UT WOS:000488981800011
DA 2020-02-20
ER

PT J
AU Dong, Y
   Chung, M
   Zhou, C
   Venkataraman, S
AF Dong, Yan
   Chung, Moonwon
   Zhou, Chen
   Venkataraman, Sriram
TI Banking on "Mobile Money": The Implications of Mobile Money Services on
   the Value Chain
SO M&SOM-MANUFACTURING & SERVICE OPERATIONS MANAGEMENT
LA English
DT Article
DE mobile money services; mobile technology innovation; developing
   economies; empirical research
ID PROPENSITY SCORE; INNOVATION; COST; COMPLEMENTARITIES; PERFORMANCE;
   TRANSITION; MANAGEMENT; EFFICIENCY; ECONOMICS; PRODUCTS
AB Problem definition: This study examines the effects of mobile money on the value chain, that is, mobile network operators (MNOs), banks, and end users. Mobile money is an innovative technology that is bundled with related services and is designed to provide cost-efficient financial inclusion for underserved populations in the developing world. Academic/practical relevance: By studying the interaction between mobile money value chain structures and service bundle compositions, we expand our understanding on value chain revenue allocation mechanisms in developing economies. This study provides a valuable foundation for practitioners to better coordinate the value chain and facilitate sustainable growth of mobile money services. Methodology: By combining proprietary and public data, we assess the impact of launching mobile money and the potential asymmetric effects of credit payments on the performance of the value chain. We identify control groups by using propensity score matching and estimate a quasi-experimental difference-in-difference regression. Results: We find that the launch of mobile money has had a positive effect on the performance of the value chain, consisting of old, poor, and undereducated populations. However, although some bundled, complementary services, such as credit payments, benefit participating banks, they may be associated with lower MNO profits. Moreover, the effects of mobile money on the value chain remain positive and stable over time, whereas the effects of credit payments are stronger over time. Managerial Implications: Findings suggest that MNOs and banks should be encouraged to launch mobile money and expand the customer base to old, poor, and less-educated members of the population. Certain services such as credit payment may yield asymmetric benefits such that banks could consider compensation mechanisms for the MNOs. Policy makers in developing countries should encourage coordination and promote a fair distribution of benefits between the two partners to sustain the growth of mobile money services.
C1 [Dong, Yan; Chung, Moonwon; Zhou, Chen; Venkataraman, Sriram] Univ South Carolina, Darla Moore Sch Business, Columbia, SC 29208 USA.
RP Dong, Y (reprint author), Univ South Carolina, Darla Moore Sch Business, Columbia, SC 29208 USA.
EM yan.dong@moore.sc.edu; moonwon.chung@grad.moore.sc.edu;
   chen.zhou@moore.sc.edu; sriram.venkataraman@moore.sc.edu
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NR 69
TC 0
Z9 0
U1 7
U2 8
PU INFORMS
PI CATONSVILLE
PA 5521 RESEARCH PARK DR, SUITE 200, CATONSVILLE, MD 21228 USA
SN 1523-4614
EI 1526-5498
J9 M&SOM-MANUF SERV OP
JI M&SOM-Manuf. Serv. Oper. Manag.
PD SPR
PY 2019
VL 21
IS 2
BP 290
EP 307
DI 10.1287/msom.2018.0717
PG 18
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA IA7YF
UT WOS:000469773500004
DA 2020-02-20
ER

PT J
AU Hasan, M
AF Hasan, Mahamudul
TI Relationship Marketing and Customer Loyalty: Experience from Banking
   Industry of Bangladesh
SO JOURNAL OF ORGANISATIONAL STUDIES AND INNOVATION
LA English
DT Article
DE Relationship Marketing; Customer Loyalty; Banking Industry; Bangladesh
ID TRUST; MODEL; FIRM
AB The study aims to investigate the impact of Relationship Marketing practices on customer loyalty of bank customers in Bangladesh. The researchers have used loyalty as the dependent variable and the five variables of Relationship Marketing; namely, trust, commitment, conflict handling, communication and commitment as the independent variables. The data collection has been carried out through structured questionnaires. Then the effect of customer loyalty on Positive Word of Mouth communication and customer retention has been analyzed. The effect of demographic characteristics of the respondents on Relationship Marketing- Customer Loyalty has been analyzed by the researchers. Results show that Relationship Marketing practices have significant impact on customer loyalty and there is significant impact of level of education of the respondents on Relationship Marketing - Customer loyalty relationship. The results also show that customer loyalty has significant positive association with customer retention and Positive Word of Mouth Advertisements.
C1 [Hasan, Mahamudul] Patuakhali Sci & Technol Univ, Patuakhali, Bangladesh.
RP Hasan, M (reprint author), Patuakhali Sci & Technol Univ, Patuakhali, Bangladesh.
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NR 32
TC 0
Z9 0
U1 1
U2 4
PU MANAGEMENT & BUSINESS ACAD
PI HARROW
PA MANAGEMENT & BUSINESS ACAD, HARROW, MIDDLESEX 00000, ENGLAND
SN 2056-9122
EI 2056-9130
J9 J ORGAN STUD INNOV
JI J. Organ. Stud. Innov.
PD SPR
PY 2019
VL 6
IS 1
BP 18
EP 32
PG 15
WC Management
SC Business & Economics
GA HW9RV
UT WOS:000467029200002
DA 2020-02-20
ER

PT J
AU Ozturk, OC
   Chintagunta, PK
   Venkataraman, S
AF Ozturk, O. Cem
   Chintagunta, Pradeep K.
   Venkataraman, Sriram
TI Consumer Response to Chapter 11 Bankruptcy: Negative Demand Spillover to
   Competitors
SO MARKETING SCIENCE
LA English
DT Article
DE Chapter 11 bankruptcy; consumer demand; contagion effect; competitive
   effect; bailout; retailing; automobiles; regression discontinuity in
   time
ID CONTAGION; UNCERTAINTY; PROMOTIONS; MARKET; IMPACT; HALO
AB When financially distressed firms have overwhelming debts, a prominent option for survival is to file for Chapter 11 bankruptcy protection. We empirically study the effect of Chrysler's Chapter 11 bankruptcy filing on the quantity sold by its competitors in the U.S. auto industry. The demand for competitors could increase because they may benefit from the distress of the bankrupt firm (competitive effect). By contrast, competitors could experience lower sales if the bankruptcy increases consumer uncertainty about their own viability (contagion effect). A challenge to measuring the impact of bankruptcies is the coincident decline in economic conditions stemming from the Great Recession and the potential effect of the "cash for clunkers" program (among other confounding factors). To identify the effect of the bankruptcy filing, we employ a regression-discontinuity-in-time design based on a temporal discontinuity in treatment (i.e., bankruptcy filing), along with an extensive set of control variables. Such a design is facilitated by a unique data set at the dealer-model-day level that allows us to compare changes in unit sales in close temporal vicinity of the filing. We find that unit sales for an average competitor decrease by 28% following Chrysler's bankruptcy filing. Several types of evidence suggest that this negative demand spillover effect is driven by a heightened consumer uncertainty about the viability of the bankrupt firm's rivals. For example, we show that the sales of competitors' vehicles that compete within the same segments as the bankrupt firm's vehicles or that provide lower value for money are affected more negatively in response to the Chrysler filing. We also observe more web search activity for Chrysler's competitors after the filing. Our findings are robust to different estimation strategies (global versus local), different functional forms, different estimation windows, the inclusion of various controls (e.g., "cash for clunkers," incentives, advertising, inventory, recalls, price, and consumer confidence), the donut regression discontinuity approach, a potential serial correlation issue, a falsification exercise, and the inclusion of differential trends at various levels. Our study aims to inform policymakers and managers about unintended short-term demand consequences of Chapter 11 bankruptcy.
C1 [Ozturk, O. Cem] Georgia Inst Technol, Scheller Coll Business, Atlanta, GA 30308 USA.
   [Chintagunta, Pradeep K.] Univ Chicago, Booth Sch Business, Chicago, IL 60637 USA.
   [Venkataraman, Sriram] Univ N Carolina, Kenan Flagler Business Sch, Chapel Hill, NC 27599 USA.
RP Ozturk, OC (reprint author), Georgia Inst Technol, Scheller Coll Business, Atlanta, GA 30308 USA.
EM cem.ozturk@scheller.gatech.edu; pradeep.chintagunta@chicagobooth.edu;
   venkats@kenan-flagler.unc.edu
FU Kilts Center for Marketing at Booth School of Business, University of
   Chicago
FX This work was supported by Kilts Center for Marketing at Booth School of
   Business, University of Chicago.
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NR 48
TC 0
Z9 0
U1 8
U2 13
PU INFORMS
PI CATONSVILLE
PA 5521 RESEARCH PARK DR, SUITE 200, CATONSVILLE, MD 21228 USA
SN 0732-2399
EI 1526-548X
J9 MARKET SCI
JI Mark. Sci.
PD MAR-APR
PY 2019
VL 38
IS 2
BP 296
EP 316
DI 10.1287/mksc.2018.1138
PG 21
WC Business
SC Business & Economics
GA HT9XB
UT WOS:000464924900005
DA 2020-02-20
ER

PT J
AU Shahnoori, P
   Jenkins, GP
AF Shahnoori, Parvaneh
   Jenkins, Glenn P.
TI Valuation of the Quality Attributes of Online Banking Services by Small
   and Medium Enterprises Engaged in International Trade
SO SOUTH AFRICAN JOURNAL OF ECONOMICS
LA English
DT Article
DE Online banking; SME; valuation; service attributes; willingness to pay;
   international trade; mixed logit model
ID CHOICE; MODELS
AB This study investigates the important attributes of online banking system for Small and Medium Enterprises (SMEs) and their willingness to pay for each attribute. Zero travel and waiting time, high security, and 24/7 accessibility are the key attributes for this service. The results show that SMEs engaged in international trade value online banking services significantly more than the others. Domestically focused firms value high-quality service at about $163 a month, while import-focused businesses value such a service at approximately US$646 per month. Export-intensive SMEs value high-quality online services 14% further, for an average of $736 per month.
C1 [Shahnoori, Parvaneh] Eastern Mediterranean Univ, Dept Econ, Mersin 10, Turkey.
   [Jenkins, Glenn P.] Queens Univ, Dept Econ, Kingston, ON, Canada.
RP Shahnoori, P (reprint author), Eastern Mediterranean Univ, Dept Econ, Mersin 10, Turkey.
EM pshahnoori@gmail.com
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NR 38
TC 0
Z9 0
U1 4
U2 10
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0038-2280
EI 1813-6982
J9 S AFR J ECON
JI South Afr. J. Econ.
PD MAR
PY 2019
VL 87
IS 1
BP 65
EP 81
DI 10.1111/saje.12213
PG 17
WC Economics
SC Business & Economics
GA HQ1UZ
UT WOS:000462186000004
OA Bronze
DA 2020-02-20
ER

PT J
AU Krause, K
   Battenfeld, D
AF Krause, Kathleen
   Battenfeld, Dirk
TI Coming Out of the Niche? Social Banking in Germany: An Empirical
   Analysis of Consumer Characteristics and Market Size
SO JOURNAL OF BUSINESS ETHICS
LA English
DT Article
DE Adaptive conjoint analysis; Consumer characteristics; Ethical banking;
   Market size; Social banking; Socially responsible investors; Sustainable
   consumer behaviour; Sustainable consumption
ID GREEN CONSUMERS; BEHAVIOR; CONSUMPTION; ATTITUDES; IMPACT; VALUES;
   RESPONSIBILITY; SEGMENTATION; MOTIVATIONS; FRAMEWORK
AB The social banking market constitutes a small but rapidly growing submarket of the global banking sector. Due to an explicit commitment to sustainability, social banking is a segment of banking services which is not exclusively focused on economic performance criteria, but pursues ecological and social goal dimensions on an equal footing. Information on the number and reachability of potential social banking customers is essential for social banks to further promote sustainable consumption in finance. In scientific research, social banking is considered a relatively new field, still lacking empirical analyses regarding the market size and specific consumer behaviour. This study addresses the research gap by generating first insights into the German social banking market. Based on an online survey using an adaptive conjoint analysis, a large data set covering 3537 respondents was compiled. Sample 1 comprises 2896 respondents who are customers of three major social banks in Germany. Sample 2 covers the remaining 641 respondents who represent the German adult population and exclusively buy from conventional banks. Logistic regression modelling reveals that social banking customers differ significantly from their conventional counterparts regarding several socio-demographic, behavioural and psychographic factors. In comparison with conventional banking customers, social banking customers tend to be younger, higher educated and located in larger places of residence. Contrary to existing research on socially responsible investors, they are male to a higher proportion than female. Moreover, social banking customers demonstrate stronger sustainable buying patterns and weaker preferences for financial, but stronger preferences for social return than conventional banking customers. The results further indicate a considerable untapped growth potential for social banks by uncovering a market size ranging between 10 and 26% of the German adult population. Finally, suggestions for marketing strategies and future research are given.
C1 [Krause, Kathleen; Battenfeld, Dirk] Alanus Univ Arts & Social Sci, Fac Econ, Villestr 3, D-53347 Alfter, Germany.
RP Krause, K (reprint author), Alanus Univ Arts & Social Sci, Fac Econ, Villestr 3, D-53347 Alfter, Germany.
EM kathleen.krause@alanus.edu; dirk.battenfeld@alanus.edu
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NR 99
TC 1
Z9 1
U1 6
U2 15
PU SPRINGER
PI DORDRECHT
PA VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT, NETHERLANDS
SN 0167-4544
EI 1573-0697
J9 J BUS ETHICS
JI J. Bus. Ethics
PD MAR
PY 2019
VL 155
IS 3
BP 889
EP 911
DI 10.1007/s10551-017-3491-9
PG 23
WC Business; Ethics
SC Business & Economics; Social Sciences - Other Topics
GA HO5DD
UT WOS:000460942100015
DA 2020-02-20
ER

PT J
AU Metcalf, AL
   Angle, JW
   Phelan, CN
   Muth, BA
   Finley, JC
AF Metcalf, Alexander L.
   Angle, Justin W.
   Phelan, Conor N.
   Muth, B. Allyson
   Finley, James C.
TI More "Bank" for the Buck: Microtargeting and Normative Appeals to
   Increase Social Marketing Efficiency
SO SOCIAL MARKETING QUARTERLY
LA English
DT Article
DE behavior change; consumer data; descriptive norms; market analysis;
   randomized controlled trial
ID NORMS; SEGMENTATION; CONSERVATION; INCENTIVES; HEALTH; FOREST; MODEL;
   POWER
AB Successful conservation in the United States relies on collective stewardship by millions of private landowners, challenging those agencies and nongovernment organizations tasked with engagement and outreach. Perennially limited resources compound this challenge, highlighting a deep need for efficient social marketing. In the following research, we test the efficacy of two social marketing strategies-microtargeting and normative appeals-through a randomized controlled trial of an integrated social marketing campaign targeting riparian landowners in the Pennsylvania portion of the Chesapeake Bay Watershed. We used a microtargeting algorithm to predict landowners' likelihood of responding to a conservation outreach campaign to create treatment groups of high-likelihood prospects versus random prospects (i.e., no microtargeting). A normative appeal was also included as an experimental factor in the campaign communicating that forested riparian buffer investments were common among similar landowners. Among microtargeted landowners, we observed a 66% increase in response to a riparian restoration survey compared to the control group. Additionally, we found a significant influence of a normative message among random (nonmicrotargeted) prospects, increasing response by 23% over the control group. We conclude conservation outcomes may be more efficiently achieved by deploying these marketing techniques on a wider scale to a variety of conservation challenges.
C1 [Metcalf, Alexander L.; Phelan, Conor N.] Univ Montana, WA Franke Coll Forestry & Conservat, 440 CHCB,32 Campus Dr, Missoula, MT 59812 USA.
   [Angle, Justin W.] Univ Montana, Coll Business, Missoula, MT 59812 USA.
   [Muth, B. Allyson; Finley, James C.] Penn State Univ, Ctr Private Forests, University Pk, PA 16802 USA.
RP Metcalf, AL (reprint author), Univ Montana, WA Franke Coll Forestry & Conservat, 440 CHCB,32 Campus Dr, Missoula, MT 59812 USA.
EM alex.metcalf@umontana.edu
OI Metcalf, Alexander/0000-0001-9532-585X
FU Richard King Mellon Foundation; U.S.D.A. Forest ServiceUnited States
   Department of Agriculture (USDA)United States Forest Service;
   Pennsylvania Department of Conservation and Natural Resources
FX The author(s) disclosed receipt of the following financial support for
   the research, authorship, and/or publication of this article: This work
   was supported by the Richard King Mellon Foundation, the U.S.D.A. Forest
   Service, and the Pennsylvania Department of Conservation and Natural
   Resources.
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NR 48
TC 3
Z9 3
U1 3
U2 13
PU SAGE PUBLICATIONS LTD
PI LONDON
PA 1 OLIVERS YARD, 55 CITY ROAD, LONDON EC1Y 1SP, ENGLAND
SN 1524-5004
EI 1539-4093
J9 SOC MARK Q
JI Soc. Mark. Q.
PD MAR
PY 2019
VL 25
IS 1
BP 26
EP 39
DI 10.1177/1524500418818063
PG 14
WC Business
SC Business & Economics
GA HK7SZ
UT WOS:000458191100003
DA 2020-02-20
ER

PT J
AU Dubey, NK
   Sangle, P
AF Dubey, Neeraj Kumar
   Sangle, Purnima
TI Customer perception of CRM implementation in banking context Scale
   development and validation
SO JOURNAL OF ADVANCES IN MANAGEMENT RESEARCH
LA English
DT Article
DE Performance measurement; Factor analysis; Co-creation; Scale
   development; Customer orientation; Customer relationship management
ID INFORMATION-TECHNOLOGY CAPABILITY; RELATIONSHIP-MANAGEMENT; COMPETITIVE
   ADVANTAGE; RELATIONSHIP QUALITY; CO-CREATION; MARKET ORIENTATION;
   CONCEPTUAL-MODEL; FIRM PERFORMANCE; SERVICE QUALITY; IMPACT
AB Purpose The purpose of this paper is to develop and validate a scale for measuring a customer's perception of customer relationship management (CRM) initiatives of a bank. Based upon resource-based view, CRM technology capability has been conceptualized as a multidimensional construct comprising of technology, people and business resource (process). This study aims to develop a comprehensive scale for performance measurement of CRM technology capability, customer orientation and co-creation from the customer perspective. Design/methodology/approach A systematic scale development process was adopted consisting of three phases, a qualitative inquiry which included item generation through literature review, expert opinion and focus group study, scale purification and refinement using item analysis and exploratory factor analysis, and scale validation using confirmatory factor analysis. The study sample consisted of 324 respondents, with a usable response rate of 68 percent. Findings The findings of the empirical study resulted in a 42-item scale that measures CRM technology capability (technology, people and process), customer orientation, co-creation and relationship quality and outcome (RQO) (satisfaction, trust, commitment and loyalty). The predictive validity assessment model suggested that CRM technology capability has a higher impact on RQO. The empirical findings also suggest that technology is found to be the most important factor compared to people and process for CRM technology capability. The findings are aligned with literature review and expert opinion that the evolving collaborative-technologies-enabled CRM technology capability has changed the customer relationship paradigm.
C1 [Dubey, Neeraj Kumar; Sangle, Purnima] Natl Inst Ind Engn, Dept Decis Sci & Informat Syst, Mumbai, India.
RP Dubey, NK (reprint author), Natl Inst Ind Engn, Dept Decis Sci & Informat Syst, Mumbai, India.
EM neerajkumardubey@gmail.com; purnima@nitie.ac.in
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NR 132
TC 0
Z9 0
U1 9
U2 32
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0972-7981
EI 2049-3207
J9 J ADV MANAG RES
JI J. Adv. Manag. Res.
PD FEB 4
PY 2019
VL 16
IS 1
BP 38
EP 63
DI 10.1108/JAMR-12-2017-0118
PG 26
WC Management
SC Business & Economics
GA HI5RA
UT WOS:000456510400004
DA 2020-02-20
ER

PT J
AU Baber, H
AF Baber, Hasnan
TI E-SERVQUAL and Its Impact on the Performance of Islamic Banks in
   Malaysia from the Customer's Perspective
SO JOURNAL OF ASIAN FINANCE ECONOMICS AND BUSINESS
LA English
DT Article
DE Internet banking; Islamic Banking; e-SERVQUAL; performance; Banking;
   customer retention
ID PERCEIVED SERVICE QUALITY; BEHAVIORAL INTENTIONS; SATISFACTION
AB Service quality has been a point of discussion from the decades as it is important for customer satisfaction, loyalty and retention. Various models have been proposed to measure the quality in the service sector. Models are modified in accordance with context and geography to assess the quality of service better. This study aims to investigate the impact of the modified e-SERVQUAL model on the customer perception about the existing relation and potential scope of doing business with a bank which in-turn will decide the performance of the bank. Statistical data was analyzed through various tests like reliability analysis, correlation and regression analysis using SPSS 25.0. The primary data of e-SQ and performance was gathered from 721 internet banking users using 32 item questionnaire, representing 72% response rates, of four selected Islamic banks of Malaysia. E-SERQUAL was modified by adding Shariah Compliance information about banks and products for Islamic banking customers. The finding specified that efficient & reliable services, fulfillment, security/trust, and Shariah compliance information have a significant association with the performance of Islamic banks. The research is original and its implications will be helpful for Islamic banks across the world to enhance the online experience of customers, which will help them to retain the customers in the rapid changing virtual environment.
C1 [Baber, Hasnan] Woosong Univ, Endicott Coll Int Studies, Daejeon, South Korea.
RP Baber, H (reprint author), Woosong Univ, Endicott Coll Int Studies, Daejeon, South Korea.
EM h.baber@endicott.ac.kr
OI Baber, Hasnan/0000-0002-8951-3501
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NR 30
TC 0
Z9 0
U1 2
U2 5
PU KOREA DISTRIBUTION SCIENCE ASSOC
PI GYEONGGI
PA HANSHIN OFFICETEL STE 1030, 2463-4, SHINHEUNG-DONG SUJEONG-GU, SEONGNAM,
   GYEONGGI, 461-713, SOUTH KOREA
SN 2288-4637
EI 2288-4645
J9 J ASIAN FINANC ECON
JI J. Asian Financ. Econ. Bus.
PD FEB
PY 2019
VL 6
IS 1
BP 169
EP 175
DI 10.13106/jafeb.2019.vol6.no1.169
PG 7
WC Business
SC Business & Economics
GA HQ3TK
UT WOS:000462333200015
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Zaffar, MA
   Kumar, RL
   Zhao, KX
AF Zaffar, Muhammad Adeel
   Kumar, Ram L.
   Zhao, Kexin
TI Using agent-based modelling to investigate diffusion of mobile-based
   branchless banking services in a developing country
SO DECISION SUPPORT SYSTEMS
LA English
DT Article
DE Branchless banking; Agent-based modelling; Innovation diffusion
ID PAYMENT SERVICES; ADOPTION; INTENTION
AB Branchless Banking Services (BBS) were launched in 2009 in Pakistan with the promise of providing banking services to the unbanked. Since then the overall size of BBS has grown. Despite the popularity of the over-the-counter (OTC) channel, growth in m-wallets or mobile accounts (MA) has been slow. We investigate diffusion of MA through the development of an agent-based simulation model that captures the dynamics of the multi-sided BBS platform market. We identify important factors that drive MA diffusion and illustrate main and interaction effects between these factors. Furthermore, we examine how the relative effects of the different sides of the market have evolved over the course of the MA diffusion across both rural and urban consumer segments. The proposed model helps to understand the dynamics of diffusion of an important financial technology innovation. it can also serve as the starting point for future -research on technology diffusion in multi-sided markets.
C1 [Zaffar, Muhammad Adeel] Lahore Univ Management Sci, Suleman Dawood Sch Business, DHA, Lahore 54792, Pakistan.
   [Kumar, Ram L.; Zhao, Kexin] Univ N Carolina, Belk Coll Business, 9201 Univ City Blvd, Charlotte, NC 28223 USA.
RP Zaffar, MA (reprint author), Lahore Univ Management Sci, Suleman Dawood Sch Business, DHA, Lahore 54792, Pakistan.
EM adeel.zaffar@lums.edu.pk; rlkumar@uncc.edu; kzhao2@uncc.edu
CR [Anonymous], 2015, ECONOMIST
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NR 37
TC 0
Z9 0
U1 8
U2 25
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0167-9236
EI 1873-5797
J9 DECIS SUPPORT SYST
JI Decis. Support Syst.
PD FEB
PY 2019
VL 117
BP 62
EP 74
DI 10.1016/j.dss.2018.10.015
PG 13
WC Computer Science, Artificial Intelligence; Computer Science, Information
   Systems; Operations Research & Management Science
SC Computer Science; Operations Research & Management Science
GA HJ9GL
UT WOS:000457506800006
DA 2020-02-20
ER

PT J
AU Aramburu, IA
   Pescador, IG
AF Agirre Aramburu, Izaskun
   Gomez Pescador, Irune
TI The Effects of Corporate Social Responsibility on Customer Loyalty: The
   Mediating Effect of Reputation in Cooperative Banks Versus Commercial
   Banks in the Basque Country
SO JOURNAL OF BUSINESS ETHICS
LA English
DT Article
DE Perceived CSR; Reputation; Loyalty; Cooperatives; Mediation; Moderation;
   Second-order model
ID FINANCIAL PERFORMANCE; MEASUREMENT INVARIANCE; CSR; FIRM; CONSUMERS;
   IMPACT; IMAGE; SATISFACTION; PERCEPTIONS; IDENTITY
AB The marketplace has seen significant growth in the demand for ethical' behavior, and banks are seeking to leverage customers' perception in order to build a sustainable competitive advantage. In consequence, the concepts of corporate social responsibility and corporate reputation are of vital concern for academics and managers in terms of their potential impact on customers. This study seeks to contribute to the literature by examining the mediating role of corporate reputation on the relationship between perceived corporate social responsibility (conceptualized as a formative second-order formative construct) and customer loyalty. The study also takes into consideration the role played by bank type in the mediation effect. To achieve this aim, a study was performed comprising 572 personal surveys in the Basque Country. The results showed that corporate reputation partially mediated the relation between corporate social responsibility and customer loyalty. On the other hand, bank type is shown not to moderate the mediation effect. The results have important implications for practitioners wishing to manage their relations with customers.
C1 [Agirre Aramburu, Izaskun] Mondragon Unibertsitatea, Fac Business Studies, Onati, Spain.
   [Agirre Aramburu, Izaskun] MIK, Onati, Spain.
   [Gomez Pescador, Irune] Mondragon Unibertsitatea, Fac Engn, Arrasate Mondragon, Spain.
RP Aramburu, IA (reprint author), Mondragon Unibertsitatea, Fac Business Studies, Onati, Spain.; Aramburu, IA (reprint author), MIK, Onati, Spain.
EM iagirrea@mondragon.edu; igomez@mondragon.edu
RI Aranburu, Izaskun Agirre/W-7053-2019
OI Aranburu, Izaskun Agirre/0000-0001-5990-3376
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NR 151
TC 6
Z9 6
U1 11
U2 45
PU SPRINGER
PI DORDRECHT
PA VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT, NETHERLANDS
SN 0167-4544
EI 1573-0697
J9 J BUS ETHICS
JI J. Bus. Ethics
PD FEB
PY 2019
VL 154
IS 3
BP 701
EP 719
DI 10.1007/s10551-017-3438-1
PG 19
WC Business; Ethics
SC Business & Economics; Social Sciences - Other Topics
GA HJ9BG
UT WOS:000457493200007
DA 2020-02-20
ER

PT J
AU Bhatnagar, SB
   Mishra, JK
   Syed, AA
AF Bhatnagar, Shakti Bodh
   Mishra, Jitendra Kumar
   Syed, Asif Ali
TI Customer disloyalty in retail banking services: attitudinal and
   behavioural dimensions
SO ASIA-PACIFIC JOURNAL OF BUSINESS ADMINISTRATION
LA English
DT Article
DE Retail banking; Customer relationship management; Customer disloyalty;
   Loyalty-repressing factors
ID SWITCHING BEHAVIOR; PLANNED BEHAVIOR; INTERNET BANKING; MOBILE SERVICE;
   LOYALTY; SATISFACTION; PROVIDER; MARKET; ANTECEDENTS; MODEL
AB Purpose The literature on customer behaviour has attracted significant attention towards customer loyalty; however, customer disloyalty has not been adequately studied. The purpose of this paper is to identify factors leading to customer disloyalty and develop a comprehensive framework for understanding various dimensions of customer disloyalty in retail banking services. Design/methodology/approach The study is descriptive in nature. Variables associated with customer disloyalty were identified from literature and subsequently factor analysis has been applied to derive the significant factors leading to customer disloyalty. Data were collected through a structured questionnaire administered to 357 retail banking customers. EFA and CFA have been employed to determine relevant factors. Findings This study found that customer disloyalty comprises of, both, attitudinal and behavioural components. Further, the study revealed three factors - unfair practices, unfulfilled services and poor interaction leading to behavioural disloyalty and negative image leading to attitudinal disloyalty. Surprisingly, the study found that pricing and competitor's attraction do not affect, both, attitudinal disloyalty and behavioural disloyalty.
C1 [Bhatnagar, Shakti Bodh] Aligarh Muslim Univ, Dept Business Adm, Aligarh, Uttar Pradesh, India.
   [Mishra, Jitendra Kumar] MIME, Bengaluru, India.
   [Syed, Asif Ali] Aligarh Muslim Univ, Fac Management Studies & Res, Dept Business Adm, Aligarh, Uttar Pradesh, India.
RP Bhatnagar, SB (reprint author), Aligarh Muslim Univ, Dept Business Adm, Aligarh, Uttar Pradesh, India.
EM shaktibodh@yahoo.com; drjitendrakmishra@gmail.com; asifalisyed@yahoo.com
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NR 104
TC 0
Z9 0
U1 3
U2 8
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1757-4323
EI 1757-4331
J9 ASIA-PAC J BUS ADM
JI Asia-Pac. J. Bus. Adm.
PD JAN 24
PY 2019
VL 11
IS 1
BP 46
EP 67
DI 10.1108/APJBA-08-2018-0124
PG 22
WC Business
SC Business & Economics
GA HL7JF
UT WOS:000458916000003
DA 2020-02-20
ER

PT J
AU Endara, YM
   Ali, AB
   Ab Yajid, MS
AF Endara, Yousef Mohamed
   Ali, Asbi B.
   Ab Yajid, Mohd Shukri
TI The influence of culture on service quality leading to customer
   satisfaction and moderation role of type of bank
SO JOURNAL OF ISLAMIC ACCOUNTING AND BUSINESS RESEARCH
LA English
DT Article
DE Culture; Perceived service quality; Customer satisfaction; Libya; Type
   of bank
ID LONG-TERM ORIENTATION; UNCERTAINTY AVOIDANCE; RELATIVE IMPORTANCE; SCALE
   DEVELOPMENT; POWER DISTANCE; MODEL; EXPECTATIONS; PERCEPTIONS;
   FRAMEWORK; ATTITUDES
AB Purpose Considering the importance of current Libyan business environment, this paper aims to understand the influence of culture on perceived service quality that leads to customer satisfaction in the Libyan banking industry. In addition, it would be interesting to explore which type of banks, e.g. public or private banks, moderate the relationship between perceived service quality and customer satisfaction. Design/methodology/approach The data were collected from the customers who are receiving services from the top three private and top three public banks in the cities of Tripoli and Misurata, Libya. About 329 samples were obtained and Smart PLS was used for the statistical analysis. Findings The results show that perceived service quality is strongly predicted by collectivism, masculinity and uncertainty avoidance. Perceived service quality also leads to customer satisfaction among the Libyan banking customers. Further, public bank is more concerned on customer satisfaction compared to private banks. Practical implication The research has greater implication for the Middle-Eastern bank managers who are pursuing possibilities of newer business strategies. Originality The study provides an interesting viewpoint of the banking service in Libya, especially in the economic uncertainty post-war and political instability. Its focus on culture as a strong influence to the delivery of service quality in such context is admirable especially in relation with the embedded Islamic culture.
C1 [Endara, Yousef Mohamed] Management & Sci Univ, Shah Alam, Malaysia.
   [Ali, Asbi B.] Management & Sci Univ, Res Management Ctr, Shah Alam, Malaysia.
   [Ab Yajid, Mohd Shukri] Management & Sci Univ, Sch Grad Studies, Shah Alam, Malaysia.
RP Endara, YM (reprint author), Management & Sci Univ, Shah Alam, Malaysia.
EM endara99@gmail.com
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NR 101
TC 1
Z9 1
U1 2
U2 8
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0817
EI 1759-0825
J9 J ISLAMIC ACCOUNT BU
JI J. Islamic Account. Bus. Res.
PD JAN 7
PY 2019
VL 10
IS 1
BP 134
EP 154
DI 10.1108/JIABR-12-2015-0060
PG 21
WC Business, Finance
SC Business & Economics
GA HI3GY
UT WOS:000456337800008
DA 2020-02-20
ER

PT J
AU Malik, MI
   Ahsan, R
AF Malik, Muhammad Imran
   Ahsan, Rizwan
TI Towards innovation, co-creation and customers' satisfaction: a banking
   sector perspective
SO ASIA PACIFIC JOURNAL OF INNOVATION AND ENTREPRENEURSHIP
LA English
DT Article
DE Pakistan; Banks; Co-creation (a way to innovation); Customer service;
   Customer satisfaction; Relationship marketing
ID GENDER-DIFFERENCES; PLS-SEM; EXPERIENCE; PRODUCT; ONLINE; PARTICIPATION;
   PERFORMANCE; LOGIC; MODEL; RISK
AB Purpose - Co-creation fosters customer's involvement for innovation in products/services and is used as a tool to develop competitive edge for better entrepreneurship. Based on limited evidence, the study aims to examine the factors contributing to the co-creation and the relationship of co-creation with customer satisfaction.
   Design/methodology/approach - A sample of 384 customers from selected banks in Pakistan was selected. The study adopted quantitative, explanatory and cross-sectional research design. Structural equation modeling is used for analysis.
   Findings - The results revealed a positive and significant relationship between co-creation with customer satisfaction. Further results revealed that access to information, risk assessment and transparency have a positive relationship with co-creation for innovation. The study is significant for customers and management of banks to understand the implications of co-creation to increase customer satisfaction.
   Research limitations/implications - Few banks with a small number of customers were selected for the study.
   Practical implications - Managers must consider customer's access to information, risk assessment and transparency of information as necessary factors for co-creation that foster innovation and entrepreneurial opportunities because co-creation strengthens customer satisfaction.
   Social implications - Adopting the co-creation process brings long-lasting harmony between customers and banks, and customers may consider the banks as being socially responsible by inviting the opinions of their customers.
   Originality/value - Model is re-tested in the context of Pakistani banks with selected variables affecting co-creation for innovation. Moreover, the relationship of co-creation with customer satisfaction is examined.
C1 [Malik, Muhammad Imran; Ahsan, Rizwan] COMSATS Univ Islamabad, Dept Management Sci, Attock Campus, Attock, Pakistan.
RP Malik, MI (reprint author), COMSATS Univ Islamabad, Dept Management Sci, Attock Campus, Attock, Pakistan.
EM im4imranmalik@gmail.com
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   Rialti R, 2017, J GLOB MARK, V30, P147
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   Vargo SL, 2008, J ACAD MARKET SCI, V36, P1, DOI 10.1007/s11747-007-0069-6
   Verhoef PC, 2009, J RETAILING, V85, P31, DOI 10.1016/j.jretai.2008.11.001
   Williams P, 2011, J SERV MARK, V25, P20, DOI 10.1108/08876041111107032
   Wong K. K.-K., 2013, MARKETING B, V24, P1, DOI DOI 10.1108/EBR-10-2013-0128
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NR 53
TC 0
Z9 0
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2071-1395
EI 2398-7812
J9 ASIA PAC J INNOV ENT
JI Asia Pac. J. Innov. Entrep.
PY 2019
VL 13
IS 3
BP 311
EP 325
DI 10.1108/APJIE-01-2019-0001
PG 15
WC Business
SC Business & Economics
GA KI5ON
UT WOS:000511399400004
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Barnes, V
   Newton, L
AF Barnes, Victoria
   Newton, Lucy
TI Symbolism in bank marketing and architecture: the headquarters of
   National Provincial Bank of England
SO MANAGEMENT & ORGANIZATIONAL HISTORY
LA English
DT Article
DE Bank architecture; organizational identity; branding; marketing;
   symbolism; uses of the past; banks; banking; finance
ID CORPORATE; SEMIOTICS; MOVEMENT; IDENTITY; HISTORY; LONDON; BIRTH
AB This article undertakes an analysis of the symbolism present in the architecture and design in nineteenth century British banking. It focuses upon the headquarters of National Provincial Bank of England, which was built in the 1860s. It explores the symbols and messages that those at the bank wished to communicate to those that viewed the building. The analysis finds that those at the bank impressed its national identity, achieved through its extensive branch network, as its key message which differentiated it from its rivals. Other symbols emphasized that it had adapted to the local market and was equal in terms of competency and richness in comparison to its competitors. We argue that these messages became part of the organization's identity and its brand, as well as the culture of the City of London more broadly. The article provides a new explanation for symbolic meanings represented by bank architecture. It integrates the existing discussion of bank architecture in historical research with the theoretical frameworks and literature being developed in organizational identity and branding.
C1 [Barnes, Victoria] Max Planck Inst Europa Rechtsgeschichte, Frankfurt, Germany.
   [Newton, Lucy] Univ Reading, Henley Business Sch, Dept Int Business & Strategy, Reading, Berks, England.
RP Barnes, V (reprint author), Max Planck Inst Europa Rechtsgeschichte, Frankfurt, Germany.
EM barnes@rg.mpg.de
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NR 85
TC 0
Z9 0
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1744-9359
EI 1744-9367
J9 MANAG ORGAN HIST
JI Manag. Organ. Hist.
PY 2019
VL 14
IS 3
BP 213
EP 244
DI 10.1080/17449359.2019.1683038
PG 32
WC History; History Of Social Sciences; Management
SC History; Social Sciences - Other Topics; Business & Economics
GA KH5FB
UT WOS:000510673500001
OA Green Accepted, Other Gold, Bronze
DA 2020-02-20
ER

PT J
AU Margaret, KG
   Ruth, NK
AF Margaret, K. Gitonga
   Ruth, N. Kiraka
TI The effect of banking services on the business performance of bank
   agents in Kenya
SO COGENT BUSINESS & MANAGEMENT
LA English
DT Article
DE agency banking; business performance; Kenya; financial inclusion
AB Agency banking is a relatively new banking concept introduced in Kenya in 2010 by the Central Bank of Kenya (CBK), the main objective being to increase financial services outreach and promote financial inclusion of the unbanked and under-banked population. The current study, based on agency theory, sought to assess the effect of banking services on the business performance of bank agents in Kenya from an entrepreneurial perspective. A quantitative research survey design was adopted for the study, and questionnaires were used for data collection. A sample of 384 respondents from three constituencies in Nairobi (Roysambu, Kasarani and Kamukunji) participated in the study. Both descriptive and inferential statistics were used to analyse data. Findings revealed that while there was growth in business turnover per month for agents after signing up for agency banking, this was only true for those with a turnover of above Kshs. 150,000. The study recommends that other entrepreneurs should consider being banks agents, while the existing ones should increase their capital to reap the most from agency banking.
C1 [Margaret, K. Gitonga] Ariba Network, Kampala, Uganda.
   [Ruth, N. Kiraka] Strathmore Univ, Sch Grad Studies, Business Sch, Nairobi, Kenya.
RP Margaret, KG (reprint author), Ariba Network, Kampala, Uganda.
EM Margaret@Realedgeafrica.Co.Ke; rkiraka@strathmore.edu
CR ADEDOKUN O, 2012, J MULTIDISCIPLINARY, V8, P125
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   Wimmer R. D., 2013, MASS MEDIA RES
NR 54
TC 0
Z9 0
U1 0
U2 0
PU TAYLOR & FRANCIS AS
PI OSLO
PA KARL JOHANS GATE 5, NO-0154 OSLO, NORWAY
SN 2331-1975
J9 COGENT BUS MANAG
JI Cogent Bus. Manag.
PD JAN 1
PY 2019
VL 6
IS 1
AR 1684420
DI 10.1080/23311975.2019.1684420
PG 15
WC Business
SC Business & Economics
GA KD3LM
UT WOS:000507770400001
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Gheitani, A
   Imani, S
   Seyyedamiri, N
   Foroudi, P
AF Gheitani, Alborz
   Imani, Saheb
   Seyyedamiri, Nader
   Foroudi, Pantea
TI Mediating effect of intrinsic motivation on the relationship between
   Islamic work ethic, job satisfaction, and organizational commitment in
   banking sector
SO INTERNATIONAL JOURNAL OF ISLAMIC AND MIDDLE EASTERN FINANCE AND
   MANAGEMENT
LA English
DT Article
DE Intrinsic motivation; Organizational commitment; Job satisfaction;
   Islamic work ethic; Partial and complete (perfect) mediation
ID EMOTIONAL INTELLIGENCE; PERFORMANCE; VALUES; ATTITUDES; TURNOVER;
   OUTCOMES; ANTECEDENTS; VOLUNTEERS; CONSEQUENCES; METAANALYSIS
AB Purpose - In line with the general purpose mentioned, this paper aims to determine the impact of the Islamic work ethic (IWE) on job satisfaction and organizational commitment among the employees of Bank Maskan by examining the mediating role of intrinsic motivation.
   Design/methodology/approach - Analysis of data obtained from 220 questionnaires related to research variables with AMOS software shows a positive and significant relationship between IWE and job satisfaction and organizational commitment with the mediating role of intrinsic motivation.
   Findings - The findings revealed a direct effect of IWE on job satisfaction, but there was no direct significant relationship between this variable and organizational commitment. Also, intrinsic motivation plays a partial and completely mediatory role in the relationship between IWE and job satisfaction and between IWE and organizational commitment.
   Research limitations/implications - The impact of participation in strategic planning on managers' creation of budgetary slack: The mediating role of autonomous motivation and affective organizational commitment.
   Originality/value - As the nature of bank employees' work is such that it confronts them with numerous ethical choices, the adherence to ethical standards, particularly IWE, can greatly affect their enthusiasm and, as a result, their satisfaction and organizational commitment.
C1 [Gheitani, Alborz] Islamic Azad Univ, Isfahan Khorasgan Branch, Esfahan, Iran.
   [Imani, Saheb] Natl Iranian South Oilfields Co, Mat & Procurement Management, Ahwaz, Iran.
   [Seyyedamiri, Nader] Univ Tehran, Tehran, Iran.
   [Foroudi, Pantea] Middlesex Univ, Business Sch, London, England.
RP Seyyedamiri, N (reprint author), Univ Tehran, Tehran, Iran.
EM nadersa@ut.ac.ir
RI /O-9904-2017
OI /0000-0002-3962-027X
FU National Iranian Oil Company (NIOC); National Iranian South Oilfields
   Company (NISOC)
FX The authors thank National Iranian Oil Company (NIOC) and National
   Iranian South Oilfields Company (NISOC) for their help and financial
   support.
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NR 115
TC 0
Z9 0
U1 3
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1753-8394
EI 1753-8408
J9 INT J ISLAMIC MIDDLE
JI Int.J. Islamic Middle Eastern Finance Manag.
PY 2019
VL 12
IS 1
BP 76
EP 95
DI 10.1108/IMEFM-01-2018-0029
PG 20
WC Business, Finance; Management
SC Business & Economics
GA JT4CM
UT WOS:000500939200004
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Azhar, S
   Naqvi, SMIH
   Rashid, MA
   Imran, A
AF Azhar, Sarah
   Naqvi, Syed M. Imran Haider
   Rashid, Muhammad Amir
   Imran, Asma
TI Linking ability-enhancing HR practices, customer satisfaction and
   emotional intelligence: insight from the banking sector
SO MIDDLE EAST JOURNAL OF MANAGEMENT
LA English
DT Article
DE ability-enhancing HR practices; A-HRM; emotional intelligence;
   structural equation modelling; SEM; customer satisfaction
ID HUMAN-RESOURCE MANAGEMENT; SERVICE QUALITY; ORGANIZATIONAL RESEARCH;
   PERFORMANCE; LABOR; IMPACT; EMPLOYEE; SMILE; METAANALYSIS; STRATEGIES
AB This study defines and expounds the relationship between ability-enhancing HR practices (A-HRM) and customer satisfaction (CS). Ability-enhancing HR practices comprise recruitment and selection (R&S) and training (TR). The mediating role of emotional intelligence (EI) is tested within the relationship of A-HRM and CS. The study was conducted on a group of 467 employees and same number of customers from 126 bank branches operating in Punjab, Pakistan. Structural equation modelling (SEM) was used in the process of statistical analysis. The research confirmed a significant statistical relationship between all studied variables: A-HRM, EI and CS. It was concluded, on the basis of the analysis, using SEM, that AHRM has an indirect influence on CS, through EI. A cross-sectional design and use of self-reported questionnaire data are limitations of this study. This study theoretically confirms that emotional intelligence has a positive impact on customer satisfaction and a mediating effect on the relationship between ability-enhancing HR practices and customer satisfaction. The results of this research extend the knowledge in the area of customer service outcomes, with reference to HR practices and emotional intelligence in the organisations.
C1 [Azhar, Sarah; Naqvi, Syed M. Imran Haider; Rashid, Muhammad Amir; Imran, Asma] COMSATS Univ Islamabad, Dept Management Sci, Lahore 54000, Punjab, Pakistan.
RP Imran, A (reprint author), COMSATS Univ Islamabad, Dept Management Sci, Lahore 54000, Punjab, Pakistan.
EM sarahazhar@hotmail.com; drimranhaider@ciitlahore.edu.pk;
   amirrashid@ciitlahore.edu.pk; drasmaimran@ciitlahore.edu.pk
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NR 83
TC 0
Z9 0
U1 5
U2 5
PU INDERSCIENCE ENTERPRISES LTD
PI GENEVA
PA WORLD TRADE CENTER BLDG, 29 ROUTE DE PRE-BOIS, CASE POSTALE 856, CH-1215
   GENEVA, SWITZERLAND
SN 2050-3636
EI 2050-3644
J9 MIDDLE EAST J MANAG
JI Middle East J. Manag.
PY 2019
VL 6
IS 6
BP 746
EP 766
DI 10.1504/MEJM.2019.102833
PG 21
WC Management
SC Business & Economics
GA JC7VR
UT WOS:000489486700005
DA 2020-02-20
ER

PT J
AU Zietsman, ML
   Mostert, P
   Svensson, G
AF Zietsman, Mariette Louise
   Mostert, Pierre
   Svensson, Goran
TI Perceived price and service quality as mediators between price fairness
   and perceived value in business banking relationships A micro-enterprise
   perspective
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Service quality; Banking industry; Perceived value; Micro-enterprises;
   Perceived price; Price fairness
ID CUSTOMER SATISFACTION; CONSUMER PERCEPTIONS; TO-BUSINESS; MODEL;
   BEHAVIOR; LOYALTY; CONTEXT; IMPACT; TRUST; BRAND
AB Purpose - The purpose of this paper is to test perceived price and service quality as mediators between price fairness and perceived value in service encounters between micro-enterprises and their banks.
   Design/methodology/approach - The study is based on a self-administered and internet-based questionnaire conducted in the banking industry. The sample consists of 381 micro-enterprises in South Africa that employ one or two staff members.
   Findings - The findings of this paper provide evidence for both theory and practice that perceived price and service quality influence the relationship between business banking customers' perception of price fairness and the value of the service offered.
   Research limitations/implications - The measurement and structural properties reported are satisfactory. This paper confirms the hypothesized relationships in the tested research model, and rejects a tested rival model. Limitations are reported, and suggestions for further research are provided.
   Practical implications - This paper offers banking executives guidance in managing the pricing structure of their services, and highlights the value of offering greater transparency with regards to service charges and interest rates.
   Originality/value - This paper contributes to insights into the mediating effects of perceived price and service quality between price fairness and perceived value in business relationships between micro-enterprises and their banks.
C1 [Zietsman, Mariette Louise; Mostert, Pierre] Univ Pretoria, Dept Mkt Management, Pretoria, South Africa.
   [Svensson, Goran] Kristiania Univ Coll, Oslo, Norway.
RP Zietsman, ML (reprint author), Univ Pretoria, Dept Mkt Management, Pretoria, South Africa.
EM mariette.zietsman@gmail.com
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NR 111
TC 0
Z9 0
U1 1
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 1
BP 2
EP 19
DI 10.1108/IJBM-07-2017-0144
PG 18
WC Business
SC Business & Economics
GA JB4KU
UT WOS:000488526000001
DA 2020-02-20
ER

PT J
AU Boonlertvanich, K
AF Boonlertvanich, Karin
TI Service quality, satisfaction, trust, and loyalty: the moderating role
   of main-bank and wealth status
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Satisfaction; Trust; Service quality; Loyalty; Customer wealth;
   Main-bank status
ID STRUCTURAL EQUATION MODELS; CUSTOMER SATISFACTION; SWITCHING BARRIERS;
   REPURCHASE INTENTIONS; BEHAVIORAL INTENTIONS; CORPORATE REPUTATION;
   CONSUMER PERCEPTIONS; INTEGRATIVE MODEL; PLS; PROFITABILITY
AB Purpose - The purpose of this paper is to develop a comprehensive model representing the relationships among service quality, customer satisfaction, trust and loyalty in a retail banking service. Because many banks now emphasize acquiring more high-wealth and main-bank customers, this study also focuses on investigating the moderating roles of main-bank and wealth status on such relationships.
   Design/methodology/approach - This study applies a hierarchical model to measure service quality in line with recent advances in the general-marketing and consumer-behavior literature. A total of 400 valid samples were obtained from customers of a large commercial bank in Thailand. Data were analyzed using partial least squares structural equation modeling and multigroup analysis.
   Findings - Customer-perceived service quality directly and indirectly affects, via satisfaction and trust, attitudinal and behavioral loyalty. Service quality affects customer loyalty less if the customer holds main-bank status. It affects behavioral loyalty less for high-wealth customers than regular customers; however, its impacts on attitudinal loyalty are identical. Main-bank and wealth status have a co-moderating impact on the relationship between service quality and customer loyalty.
   Research limitations/implications - This study was conducted on a cross-sectional basis; further, longitudinal analysis could help to assess causality and time-dependent effects among variables.
   Practical implications - The present study reconceptualizes the loyalty model, forging a deeper understanding of the moderating effects of main-bank and wealth status and thus helping banks to formulate better strategies to win customer loyalty.
   Originality/value - This study aims to contribute to further discussions regarding the direct and indirect effects of service quality on loyalty to help banks formulate effective strategies for acquiring main-bank and high-wealth customers.
C1 [Boonlertvanich, Karin] Chulalongkorn Univ, Fac Commerce & Accountancy, Bangkok, Thailand.
RP Boonlertvanich, K (reprint author), Chulalongkorn Univ, Fac Commerce & Accountancy, Bangkok, Thailand.
EM mrkarin@hotmail.com
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NR 91
TC 1
Z9 1
U1 3
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 1
BP 278
EP 302
DI 10.1108/IJBM-02-2018-0021
PG 25
WC Business
SC Business & Economics
GA JB4KU
UT WOS:000488526000015
DA 2020-02-20
ER

PT J
AU Chauhan, V
   Yadav, R
   Choudhary, V
AF Chauhan, Vikas
   Yadav, Rambalak
   Choudhary, Vipin
TI Analyzing the impact of consumer innovativeness and perceived risk in
   internet banking adoption A study of Indian consumers
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Technology acceptance model; Perceived risk; Internet banking;
   Domain-specific innovativeness; Innate innovativeness
ID TECHNOLOGY ACCEPTANCE MODEL; USER ACCEPTANCE; ONLINE BANKING; PERSONAL
   INNOVATIVENESS; DETERMINANTS; SERVICES; SATISFACTION; BEHAVIOR; TRUST;
   EASE
AB Purpose - The purpose of this paper is to understand consumers' intention to adopt internet banking. The study adopted the technology acceptance model with additional constructs (i.e. consumer innate innovativeness (II), domain-specific innovativeness (DSI) and perceived security risk (PR)).
   Design/methodology/approach - The data were collected through a questionnaire-based survey (487 usable responses) from Indian consumers. A two-step SEM approach (i.e. measurement model and structural model) was used to analyze the data.
   Findings - The findings show the significant positive influence of perceived usefulness, ease of use, attitude, II and DSI on consumer's intention to adopt internet banking. The PR was found to have a significant negative influence on consumers' intention to adopt internet banking, and DSI was found to negatively influence PR.
   Research limitations/implications - The study is limited to users of a particular region of India. Furthermore, the study limits itself in determining consumers' intention only, not actual usage.
   Originality/value - The study is a preliminary attempt to examine consumer's intention to adopt internet banking in India by analyzing innovativeness and perceived risk.
C1 [Chauhan, Vikas] Prestige Inst Management & Res, Dept Management Studies, Indore, Madhya Pradesh, India.
   [Yadav, Rambalak] Inst Management Technol, Dept Mkt, Hyderabad, India.
   [Choudhary, Vipin] Prestige Inst Management & Res, Indore, Madhya Pradesh, India.
RP Yadav, R (reprint author), Inst Management Technol, Dept Mkt, Hyderabad, India.
EM rbyadav1988@gmail.com
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NR 93
TC 0
Z9 0
U1 3
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 1
BP 323
EP 339
DI 10.1108/IJBM-02-2018-0028
PG 17
WC Business
SC Business & Economics
GA JB4KU
UT WOS:000488526000017
DA 2020-02-20
ER

PT J
AU Ruiz, B
   Garcia, JA
AF Ruiz, Belen
   Garcia, Juan A.
TI Modelling customer-based bank reputation: the moderating role of
   uncertainty avoidance
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Banks; Reputation; Customers; Uncertainty avoidance; Moderator analysis
ID CROSS-NATIONAL DIFFERENCES; CORPORATE REPUTATION; CULTURE; ANTECEDENTS;
   CONSEQUENCES; QUALITY; FIRM; PERCEPTIONS; DIMENSIONS; VARIANCE
AB Purpose - The purpose of this paper is to explore the moderating role of culture in terms of uncertainty avoidance in the antecedents of customer-based bank reputation in two countries with different cultural patterns.
   Design/methodology/approach - This study was carried out by surveying 910 bank customers of the main banks in the UK and Spain. The hypotheses employed in this research were developed by contrasting the moderating role of uncertainty avoidance in the relationships between bank reputation and its antecedents, and were then tested through the use of partial least squares modelling.
   Findings - Significant differences between British and Spanish bank customers were found with regard to the impact of innovation, workplace and leadership on bank reputation. However, the results obtained when considering uncertainty avoidance as a continuous moderator variable suggested that only the differences found as regards workplace and leadership were owing to this variable, thus providing empirical support for two out of the eight hypotheses developed on the basis of cultural theories.
   Originality/value - This is the first study to analyse whether the relative importance of the antecedents of bank reputation differ with regard to customers' uncertainty avoidance patterns, which is the cultural variable that is most closely linked in literature to customers' banking decisions. This study contributes towards reputation research by showing that cultural differences in terms of uncertainty avoidance should be used with caution when establishing business guides for bank managers.
C1 [Ruiz, Belen; Garcia, Juan A.] Univ Castilla La Mancha, Fac Social Sci, Business Adm, Talavera De La Reina, Spain.
RP Ruiz, B (reprint author), Univ Castilla La Mancha, Fac Social Sci, Business Adm, Talavera De La Reina, Spain.
EM belen.ruiz@uclm.es
RI Garcia, Juan A./G-5127-2010
OI Garcia, Juan A./0000-0002-3693-6180
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NR 99
TC 0
Z9 0
U1 1
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 1
BP 340
EP 361
DI 10.1108/IJBM-12-2017-0273
PG 22
WC Business
SC Business & Economics
GA JB4KU
UT WOS:000488526000018
DA 2020-02-20
ER

PT J
AU Hoang, DP
AF Dung Phuong Hoang
TI The central role of customer dialogue and trust in gaining bank loyalty:
   an extended SWICS model
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Commercial banks; Trust; Marketing communications; Customer
   satisfaction; Customer loyalty
ID SERVICE QUALITY; CONSUMER SATISFACTION; BRAND TRUST; PERCEIVED VALUE;
   MARKET SHARE; PROFITABILITY; DETERMINANTS; ANTECEDENTS; INTENTIONS;
   BUSINESS
AB Purpose - The purpose of this paper is to expand the Swiss Index of Customer Satisfaction (SWICS) model by investigating the role of customer dialogue in the interrelationships among customer satisfaction, customer trust, perceived value and customer loyalty upon Vietnam banking industry.
   Design/methodology/approach - The conceptual framework was developed from both an exploratory research with focus group method and the literature. A structural equation model linking customer dialogue to customer satisfaction, customer trust, perceived value and loyalty is tested using data from a sample of 389 Vietnamese individual bank customers.
   Findings - The results indicate the key role of customer dialogue in bank marketing since it not only has an independent impact on customer loyalty but also mediates the effect of customer satisfaction on loyalty completely and the relationship between customer trust and loyalty partially. Besides, the central role of customer trust was also highlighted since it mediates totally the effect of perceived value on both of customer dialogue and customer loyalty while explaining partially the path from customer satisfaction and customer dialogue.
   Research limitations/implications - First, regarding sample size, the authors have used suitable sampling methods with adequate sample representation. However, a larger sample size with more diverse age range and usage of various banking services may be more helpful and effective for the path analysis and managerial implication. Second, the authors have used only a limited set of measurement items due to the concerns of model parsimony and data collection efficiency. For example, perceived value can be measured upon more detailed dimensions, and yet the author focussed only on some selected measures based mainly on their relevance to the context studied.
   Practical implications - The findings imply that building trust and engaging with customers better through communication are keys for Vietnamese commercial banks to gain more customer loyalty in such competitive conditions.
   Originality/value - The study is noteworthy that it adds perceived value and customer trust in the SWICS model and investigates the interrelationships between all variables in a single model.
C1 [Dung Phuong Hoang] Vietnam Banking Acad, Fac Int Business, Hanoi, Vietnam.
RP Hoang, DP (reprint author), Vietnam Banking Acad, Fac Int Business, Hanoi, Vietnam.
EM dunghp@hvnh.edu.vn
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NR 74
TC 0
Z9 0
U1 2
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 3
BP 711
EP 729
DI 10.1108/IJBM-03-2018-0069
PG 19
WC Business
SC Business & Economics
GA JB4LF
UT WOS:000488527300003
DA 2020-02-20
ER

PT J
AU Moliner-Tena, MA
   Monferrer-Tirado, D
   Estrada-Guillen, M
AF Angel Moliner-Tena, Miguel
   Monferrer-Tirado, Diego
   Estrada-Guillen, Marta
TI Customer engagement, non-transactional behaviors and experience in
   services A study in the bank sector
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Consumer marketing; Customer service; Consumers
ID CO-CREATION; BRAND ENGAGEMENT; SATISFACTION; EMOTIONS; CONSEQUENCES;
   ANTECEDENTS; PERFORMANCE; INTERVIEWER; LOYALTY; WORD
AB Purpose - The purpose of this paper is to highlight the central role of bank customers' engagement as a mediating variable between customer experience and two non-transactional customer behaviors (advocacy and attitudinal loyalty).
   Design/methodology/approach - To test the hypothesis, a model was designed with two antecedents of bank customer engagement (satisfaction and customer emotions), and two non-transactional behaviors (attitudinal loyalty and customer advocacy). The model was tested on a sample of 1,790 customers of two Spanish banks.
   Findings - Results confirm bank customer engagement as the mediating variable between customer experience outcomes and non-transactional behaviors.
   Practical implications - Banks should design physical spaces with an atmosphere that will have a positive impact on their customers, and pay particular attention to interactions with contact personnel and other customers present at that moment of truth. The new concept of the branch now being introduced looks to the future, transforming it into a place to attend to and advise customers, and designed to encourage and facilitate a more personal and enduring relationship. This transformation includes longer opening hours and a concept that appears to draw from the store model. Its design is more accessible, more agile, more welcoming and more digital, conceived to attract the customer's attention from the first moment.
   Originality/value - The contribution of this research is related to the analysis froma theoretical and empirical perspective of the mediating impact of customer engagement between customer experience outcomes (satisfaction and emotions during the service) and non-transactional behaviors (advocacy and attitudinal loyalty).
C1 [Angel Moliner-Tena, Miguel; Monferrer-Tirado, Diego; Estrada-Guillen, Marta] Jaume I Univ, Dept Business Adm & Mkt, Castellon De La Plana, Spain.
RP Estrada-Guillen, M (reprint author), Jaume I Univ, Dept Business Adm & Mkt, Castellon De La Plana, Spain.
EM estrada@emp.uji.es
RI TIRADO, DIEGO MONFERRER/L-7795-2017; Moliner, Miguel A. M/L-8002-2015
OI TIRADO, DIEGO MONFERRER/0000-0001-7996-1151; Moliner, Miguel A.
   M/0000-0001-9274-4151
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NR 111
TC 2
Z9 2
U1 3
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 3
BP 730
EP 754
DI 10.1108/IJBM-04-2018-0107
PG 25
WC Business
SC Business & Economics
GA JB4LF
UT WOS:000488527300004
DA 2020-02-20
ER

PT J
AU Omoregie, OK
   Addae, JA
   Coffie, S
   Ampong, GOA
   Ofori, KS
AF Omoregie, Osaretin Kayode
   Addae, John Agyekum
   Coffie, Stanley
   Ampong, George Oppong Appiagyei
   Ofori, Kwame Simpe
TI Factors influencing consumer loyalty: evidence from the Ghanaian retail
   banking industry
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Service quality; Corporate image; Loyalty; Structural equation
   modelling; Customer satisfaction; Trust
ID SERVICE QUALITY; CUSTOMER SATISFACTION; PERCEIVED VALUE; MEDIATING ROLE;
   REPURCHASE INTENTIONS; TRUST; MODEL; ANTECEDENTS; IMAGE; DRIVERS
AB Purpose - The increasing number of banks in the Ghanaian banking industry has brought about intense competition in the industry. The purpose of this paper is, therefore, to examine the factors that influence retail banking customers' loyalty intentions.
   Design/methodology/approach - In order to validate the proposed research model, the study adopts a survey design. Data were collected from 565 customers of the top performing banks in terms of customer deposits. Data analysis employed the partial least squares structural equation modeling (PLS-SEM) using SmartPLS version 3.
   Findings - Results from the PLS-SEM analysis indicated that satisfaction, service quality and trust had significant effect on loyalty, with satisfaction having the most significant effect. Interestingly corporate image was found to have a significant effect on both satisfaction and trust but not on loyalty. In all, the proposed model accounted for 63.3 percent of the variation in loyalty.
   Research limitations/implications - The current study samples customers from only the top performing banks in Ghana. The use of cross-sectional data makes it impossible to study how customers' perceptions change over time. Results from this study could, however, help managers of banks in designing strategies aimed at improving customer loyalty in order to consolidate their market share.
   Originality/value - This paper adds to existing works that focus on loyalty in the retail banking sector, especially from the context of a developing economy. The study draws attention to the interrelationship among service quality, perceived value, satisfaction, image, trust and loyalty.
C1 [Omoregie, Osaretin Kayode] Lagos Business Sch, Dept Finance, Lagos, Nigeria.
   [Addae, John Agyekum] Ghana Technol Univ Coll, Dept Finance & Accounting, Accra, Ghana.
   [Coffie, Stanley] Ghana Inst Management & Publ Adm, Dept Business Management, Achimota, Ghana.
   [Ampong, George Oppong Appiagyei] Ghana Technol Univ Coll, Dept Management, Accra, Ghana.
   [Ofori, Kwame Simpe] Ho Tech Univ, Dept Comp Sci, Ho, Ghana.
   [Ofori, Kwame Simpe] Univ Ghana, Business Sch, Dept Operat & Management Informat Syst, Accra, Ghana.
RP Ofori, KS (reprint author), Ho Tech Univ, Dept Comp Sci, Ho, Ghana.; Ofori, KS (reprint author), Univ Ghana, Business Sch, Dept Operat & Management Informat Syst, Accra, Ghana.
EM kwamesimpe@gmail.com
OI OFORI, KWAME SIMPE/0000-0001-7725-9756
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NR 88
TC 0
Z9 0
U1 2
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 3
BP 798
EP 820
DI 10.1108/IJBM-04-2018-0099
PG 23
WC Business
SC Business & Economics
GA JB4LF
UT WOS:000488527300007
DA 2020-02-20
ER

PT J
AU Rajaobelina, L
   Brun, I
   Ricard, L
AF Rajaobelina, Lova
   Brun, Isabelle
   Ricard, Line
TI A classification of live chat service users in the banking industry
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Segmentation; Classification; Banking services; Customer support; Live
   chat services
ID RETAIL WEB SITE; CUSTOMER SERVICE; MARKET-SEGMENTATION;
   CLUSTER-ANALYSIS; SOCIAL PRESENCE; CONSUMERS; TECHNOLOGY; EXPERIENCE;
   ADOPTION; QUALITY
AB Purpose - The purpose of this paper is to classify live chat service users in the banking industry and provide relevant descriptive information on each group to be able to suggest appropriate strategies to managers.
   Design/methodology/approach - A total of 682 panelists from a large Canadian polling firm self-administer a web-based questionnaire. Respondents are users of financial sector live chat services. Two-step cluster analysis was performed.
   Findings - Four groups emerge from the analysis. Young frequent users (Group 1) attach dominant importance to speed of service, whereas computer users (Group 3) and conservative users (Group 4) who avail themselves of live chat services via computer focus on ease of use.
   Practical implications - This study, which details four groups of live chat service users in the banking industry, enables managers to better adapt their strategies to the different market segments with a view to providing customers with better quality service and enhancing their experience.
   Originality/value - The study presents the first live chat service classification to detail user profiles and examine differences at the before, during and after phases of the user experience. Findings enrich the body of academic literature in the service sector, in particular literature focusing on customer service in the banking industry. The paper also provides an interesting managerial framework for the implementation of successful, segment-specific strategies.
C1 [Rajaobelina, Lova] Univ Quebec Montreal, Dept Mkt, Montreal, PQ, Canada.
   [Brun, Isabelle] Univ Moncton, Dept Adm, Moncton, NB, Canada.
   [Ricard, Line] Univ Quebec Montreal, Ecole Sci Gest, Dept Mkt, Montreal, PQ, Canada.
RP Rajaobelina, L (reprint author), Univ Quebec Montreal, Dept Mkt, Montreal, PQ, Canada.
EM rajaobelina.lova@uqam.ca
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NR 100
TC 0
Z9 0
U1 2
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 3
BP 838
EP 857
DI 10.1108/IJBM-03-2018-0051
PG 20
WC Business
SC Business & Economics
GA JB4LF
UT WOS:000488527300009
DA 2020-02-20
ER

PT J
AU Komulainen, H
   Saraniemi, S
AF Komulainen, Hanna
   Saraniemi, Saila
TI Customer centricity in mobile banking: a customer experience perspective
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer experience; Banking industry; Customer value; Mobile banking;
   Customer centricity; Digitalization
ID DOMINANT LOGIC; BEHAVIORAL INTENTION; CO-CREATION; ADOPTION;
   CONSUMPTION; SERVICES
AB Purpose - The purpose of this paper is to increase understanding about how to improve customer value and to make mobile banking services a profitable business for banks and other financial actors. The study explores the user experiences and related value of a new mobile banking service.
   Design/methodology/approach - The study is implemented as a case study that is phenomenological in nature and linked to an interpretive consumer study. Empirical data were collected through 14 semi-structured theme interviews and a diary method. The data were analysed by using a content analysis method.
   Findings - The findings illustrate the importance of customer centricity in the mobile banking context by identifying customer experience and related value in a new mobile banking service. The study extends current understanding of customer experience as a complex and multifaceted phenomenon by including value related to process, the use situation and the outcome, and it identifies temporality as influencing and connecting all these aspects. The study identifies several aspects that help us to understand what creates value for the customer while using mobile banking services.
   Research limitations/implications - As one limitation, this study was conducted in a developed country and the findings could be different in an emerging market context. Another limitation relates to the data, as the interviewees' age range is quite limited, ranging between 20 and 40 years. However, they represent the consumers who normally use mobile services well and thus provide reliable data about their use experiences.
   Practical implications - As the banking industry is currently experiencing rapid and widespread changes and customers become more demanding, it is crucial for banks and other mobile service providers to understand the everyday lives of their customers and to integrate their future services into the customers' value creation processes as smoothly and inseparably as possible. The findings of this study will help banks and other financial institutions to develop their strategies and operations in regard to customer-oriented thinking, which will further help them to create long-term, profitable customer relationships and improve future viability.
   Originality/value - The study contributes to bank marketing research and extends previous research on customer-centred service marketing by providing a framework that identifies the value related to customer experience in a new mobile banking service. It explores the experiences of actual mobile banking service customers' and the related value, and thus provides original implications for both theory and practice.
C1 [Komulainen, Hanna; Saraniemi, Saila] Univ Oulu, Dept Mkt, Oulu, Finland.
RP Komulainen, H (reprint author), Univ Oulu, Dept Mkt, Oulu, Finland.
EM hanna.komulainen@oulu.fi
FU Finnish Funding Agency for Innovation (TEKES)Finnish Funding Agency for
   Technology & Innovation (TEKES); Finnish Cultural FoundationFinnish
   Cultural Foundation
FX The authors gratefully acknowledge the financial support of Finnish
   Funding Agency for Innovation (TEKES) and Finnish Cultural Foundation.
   The authors also want to thank MSc Matleena Uusipaikka and MSc Johanna
   Still for their valuable contribution in data collection and initial
   phase of the data analysis.
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NR 56
TC 1
Z9 1
U1 5
U2 5
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 5
BP 1082
EP 1102
DI 10.1108/IJBM-11-2017-0245
PG 21
WC Business
SC Business & Economics
GA JB4LQ
UT WOS:000488528900001
OA Other Gold
DA 2020-02-20
ER

PT J
AU Shankar, A
   Jebarajakirthy, C
AF Shankar, Amit
   Jebarajakirthy, Charles
TI The influence of e-banking service quality on customer loyalty A
   moderated mediation approach
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer loyalty; Moderated mediation; e-banking service quality;
   Initial trust in e-banking; Involvement in e-banking
ID COMMON METHOD VARIANCE; MULTIPLE-ITEM SCALE; CONSUMER INVOLVEMENT;
   EMPIRICAL-EVIDENCE; MOBILE COMMERCE; SATISFACTION; TRUST; ONLINE;
   IMPACT; MODEL
AB Purpose - Providing high-quality e-banking services is considered a basic strategy for attracting and retaining customers with electronic-banking platforms. The purpose of this paper is to empirically investigate a comprehensive moderated mediated mechanism for enhancing customer loyalty toward e-banking platforms via e-banking service quality (EBSQ) practices. Reliability, website design, privacy and security and customer service and support are the dimensions of EBSQ.
   Design/methodology/approach - Data were collected through structured questionnaires from a sample of 1,028 e-banking users in India. To test the hypotheses, a structural equation modeling approach was used.
   Findings-The findings showed that of the EBSQ dimensions, reliability along with privacy and security enhanced customer loyalty to e-banking. The initial trust in e-banking mediates the effects of EBSQ dimensions on customer loyalty except for website design. The mediation effects of initial trust varied between high and low-involved consumers.
   Research limitations/implications - This study was conducted with e-banking users in one country using cross-sectional data. Hence, the model should be replicated among e-banking users in other countries and with the longitudinal data.
   Practical implications-Establishing a loyal customer base is an important goal for banks. This study demonstrates which specific EBSQ dimensions banks should emphasize to enhance consumers' initial trust and loyalty toward e-banking services.
   Originality/value - This study suggests a moderated mediated mechanism for enhancing customer loyalty to e-banking, which incorporates initial trust as a mediator and consumer involvement as a moderator. It applies cognitive-motivation-relational theory to link EBSQ dimensions with customer loyalty. Thus, this study enables a better understanding of this theory in the e-banking context.
C1 [Shankar, Amit] Inst Management Technol, Ghaziabad, India.
   [Jebarajakirthy, Charles] Griffith Univ, Griffith Business Sch, Brisbane, Qld, Australia.
RP Jebarajakirthy, C (reprint author), Griffith Univ, Griffith Business Sch, Brisbane, Qld, Australia.
EM c.jebarajakirthy@griffith.edu.au
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NR 106
TC 2
Z9 2
U1 4
U2 4
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 5
BP 1119
EP 1142
DI 10.1108/IJBM-03-2018-0063
PG 24
WC Business
SC Business & Economics
GA JB4LQ
UT WOS:000488528900003
DA 2020-02-20
ER

PT J
AU Giovanis, A
   Athanasopoulou, P
   Assimakopoulos, C
   Sarmaniotis, C
AF Giovanis, Apostolos
   Athanasopoulou, Pinelopi
   Assimakopoulos, Costas
   Sarmaniotis, Christos
TI Adoption of mobile banking services A comparative analysis of four
   competing theoretical models
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Online consumer behaviour; Perceived risk; M-banking; Innovation
   adoption models comparison; Technology-based services
ID PERCEIVED RISK; INFORMATION-TECHNOLOGY; USER ACCEPTANCE; INTERNET;
   ONLINE; INTENTION; BEHAVIOR; UTAUT; PERCEPTIONS; CUSTOMERS
AB Purpose - The purpose of this paper is to investigate which of four well-established theoretical models (i.e. technology acceptance model, theory of planned behavior, unified theory of acceptance and use of technology, decomposed theory of planned behavior (DTPB)) best explains potential users' behavioral intentions to adopt mobile banking (MB) services.
   Design/methodology/approach - Drawing on data from 931 potential users in Greece, the structural equation modeling method was used to examine and compare the four models in goodness-of-fit, explanatory power and statistical significance of path coefficients.
   Findings - Results indicate that the best model is an extension of the DTPB with perceived risk (PR). Customers' attitude, determined by three rationally-evaluated MB attributes (usefulness, easiness and compatibility), is the main driver of consumers' intentions to adopt MB services. Additionally, consumers' perceptions of availability of knowledge, resources and opportunities necessary for using the service, and the pressure of interpersonal and external social contexts toward the use of MB are the other two, less important, adoption drivers. Finally, PR negatively affects attitude formation and inhibits willingness to use MB services.
   Practical implications - Findings can help marketers of financial institutions to select the more parsimonious model to develop appropriate marketing strategies to increase adoption rates of MB services.
   Originality/value - This is the first study that compares the performance of four well-known innovation adoption models to explain consumers' behavior in the MB context.
C1 [Giovanis, Apostolos] Univ West Attica, Dept Business Adm, Athens, Greece.
   [Giovanis, Apostolos; Athanasopoulou, Pinelopi] Hellen Open Univ, Dept Business Adm, Patras, Greece.
   [Athanasopoulou, Pinelopi] Univ Peloponnese, Dept Sport Management, Tripoli, Greece.
   [Assimakopoulos, Costas; Sarmaniotis, Christos] Alexander Technol Educ Inst Thessaloniki, Dept Business Adm, Thessaloniki, Greece.
RP Giovanis, A (reprint author), Univ West Attica, Dept Business Adm, Athens, Greece.; Giovanis, A (reprint author), Hellen Open Univ, Dept Business Adm, Patras, Greece.
EM agiovanis@teiath.gr
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NR 80
TC 1
Z9 1
U1 3
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 5
BP 1165
EP 1189
DI 10.1108/IJBM-08-2018-0200
PG 25
WC Business
SC Business & Economics
GA JB4LQ
UT WOS:000488528900005
DA 2020-02-20
ER

PT J
AU YuSheng, K
   Ibrahim, M
AF YuSheng, Kong
   Ibrahim, Masud
TI Service innovation, service delivery and customer satisfaction and
   loyalty in the banking sector of Ghana
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Innovation; Ghana; Service innovation; Customer satisfaction; Service
   delivery; Customer loyalty
ID MARKET ORIENTATION; WAITING TIME; PERFORMANCE; ENTREPRENEURSHIP;
   STRATEGIES; PATTERNS; ADOPTION; DRIVERS; PRODUCT; FIRMS
AB Purpose - The concept of innovation is gaining ground steadily in the context of an increasingly competitive and highly volatile banking sector. The purpose of this paper is to find out the role of service innovation (SI) in the relationship between service delivery (SERVD), customer satisfaction (CSAT) and loyalty in the banking sector of Ghana.
   Design/methodology/approach - Drawing from banking and marketing literature, a conceptual framework was developed and tested using data from 450 sampled customers of commercial banks in Ghana. The data were analyzed using partial least squares structural equation modeling.
   Findings-The findings indicate that SI has direct influence on SERVD and CSAT. Again the findings revealed a positive relationship between SERVD, CSAT and bank customer loyalty.
   Research limitations/implications - This study offers theoretical support for the adoption of innovative techniques in service provision and delivery.
   Originality/value - This paper provides an initial study into innovation management in financial services context in an emerging economy.
C1 [YuSheng, Kong; Ibrahim, Masud] Jiangsu Univ, Sch Finance & Econ, Zhenjiang, Jiangsu, Peoples R China.
RP Ibrahim, M (reprint author), Jiangsu Univ, Sch Finance & Econ, Zhenjiang, Jiangsu, Peoples R China.
EM imasud10@gmail.com
OI Ibrahim, Masud/0000-0003-4229-2956
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NR 96
TC 1
Z9 1
U1 5
U2 5
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 5
BP 1215
EP 1233
DI 10.1108/IJBM-06-2018-0142
PG 19
WC Business
SC Business & Economics
GA JB4LQ
UT WOS:000488528900007
DA 2020-02-20
ER

PT J
AU Al-Wugayan, AAA
AF Al-Wugayan, Adel A. A.
TI Relationship versus customer experience quality as determinants of
   relationship quality and relational outcomes for Kuwaiti retail banks
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer experience; Customer relationship; Commitment
ID WORD-OF-MOUTH; SERVICE EXPERIENCE; COMMITMENT; LOYALTY; SATISFACTION;
   DIRECTIONS; MANAGEMENT; FRAMEWORK; NUMBER; SCALE
AB Purpose - The purpose of this paper is to investigate the extent to which customer experience and relationship marketing (RM), as two widely used service management approaches, can effectively determine satisfaction and commitment as two relational quality constructs, and their impact on loyalty and word-of-mouth (WoM) as relational outcomes for retail bank services in Kuwait. This country is chosen as an exemplar of an Arabian Peninsula culture with a predominantly Islamic heritage and a capital-surplus economy.
   Design/methodology/approach - The relational benefits scale and customer experience quality were used as independent measures to collect data using multiple methods (interview, paper and pencil, online) from 1,013 customers of local and international banks. Standard translation procedures, CFA procedures and parallel analysis were employed to examine the dimensionality of all scales. SEM procedures were applied for each approach to assess its impact on the four indigenous dependent constructs using a multitude of fit indices, examination of validity and reliability measures for all constructs as well as structural paths.
   Findings - Results show the factor structure of both scales differed from their original conceptualization, with fewer items forming each latent factor when applied in Kuwait. The explanatory and predictive power of the EXQ model performed slightly better than RBS, although both explained substantial variance on dependent measures, confirming their relevance despite the lack of noticeable correlation between most factors contained in both scales.
   Research limitations/implications - This study underscores the importance of establishing the validity of measures prior to their cross-cultural application, with particular focus on the content validity of scale items to measure the intended construct properly. It also shows how two approaches can complement each other rather than compete to effectively manage bank services. As is the case with all cross-sectional research paradigms, longitudinal analysis linking expressed loyalty/WoM with actual behavior can better assess tested relationships than the current research.
   Practical implications - Retail banks' marketing strategy should simultaneously address customer relationships and customer experience to reduce attrition and enhance customer life-time value.
   Originality/value - Effects of service experience and RM are examined in a Middle-Eastern market, where internationalization of banks has created strong competition, leading customers to view bank services as less differentiated. Caution and examination of service quality measures are needed before using them as metrics in annual reports and performance reviews.
C1 [Al-Wugayan, Adel A. A.] Kuwait Univ, Dept Management & Mkt, Shuwaikh, Kuwait.
RP Al-Wugayan, AAA (reprint author), Kuwait Univ, Dept Management & Mkt, Shuwaikh, Kuwait.
EM wugayan@yahoo.com
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NR 71
TC 0
Z9 0
U1 3
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 5
BP 1234
EP 1252
DI 10.1108/IJBM-09-2018-0251
PG 19
WC Business
SC Business & Economics
GA JB4LQ
UT WOS:000488528900008
DA 2020-02-20
ER

PT J
AU Bravo, R
   Martinez, E
   Pina, JM
AF Bravo, Rafael
   Martinez, Eva
   Miguel Pina, Jose
TI Effects of customer perceptions in multichannel retail banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Engagement; Retail banking; Multichannel
ID RELATIONSHIP COMMITMENT; SCALE DEVELOPMENT; BRAND EXPERIENCE; MEDIATING
   ROLE; SERVICE BRAND; TRUST; SATISFACTION; PERFORMANCE; ENGAGEMENT;
   LOYALTY
AB Purpose - This paper focuses on the multichannel strategy in the banking sector and its effects on customer engagement. Specifically, the purpose of this paper is to propose a model in which customers' perceptions of offline and online channels are related to brand trust and brand commitment, which ultimately lead to customer engagement.
   Design/methodology/approach - An empirical study was carried out on a sample of 306 individuals and data were analysed through partial least squares.
   Findings - The results show that offline experience is more important than online experience in terms of impact on trust and commitment, which are closely linked to customer engagement. Online experience does not have a significant direct influence on brand commitment and its effect on brand trust is moderated by the customer's familiarity with the channel.
   Originality/value - These findings contribute to the advance in the current knowledge of the joint role of online and offline channels with the aim of strengthening customer relationships. From a managerial viewpoint, customer perceptions formed by their experiences in bank branches are more important than customer perceptions of the website's performance in the explanation of trust and commitment.
C1 [Bravo, Rafael; Martinez, Eva; Miguel Pina, Jose] Univ Zaragoza, Fac Econ & Business, Zaragoza, Spain.
RP Pina, JM (reprint author), Univ Zaragoza, Fac Econ & Business, Zaragoza, Spain.
EM jmpina@unizar.es
RI Bravo, Rafael/K-1804-2017; Pina, Jose/K-3024-2017
OI Bravo, Rafael/0000-0003-4038-1840; Pina, Jose/0000-0002-3422-4542
FU Government of Spain [ECO2017-82103-P]; European Regional Development
   FundEuropean Union (EU) [ECO2017-82103-P]; Government of AragonGobierno
   de Aragon; European Social Fund (GENERES Group) [S-54_17R]
FX This study was supported by the Government of Spain and the European
   Regional Development Fund (Project ECO2017-82103-P), the Government of
   Aragon and the European Social Fund (GENERES Group S-54_17R).
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NR 96
TC 0
Z9 0
U1 2
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 5
BP 1253
EP 1274
DI 10.1108/IJBM-07-2018-0170
PG 22
WC Business
SC Business & Economics
GA JB4LQ
UT WOS:000488528900009
DA 2020-02-20
ER

PT J
AU Mainardes, EW
   Rodrigues, LS
   Teixeira, A
AF Mainardes, Emerson Wagner
   Rodrigues, Lazaro Silva
   Teixeira, Aridelmo
TI Effects of internal marketing on job satisfaction in the banking sector
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Internal marketing; Job satisfaction; Banking sector; Mediator effect;
   Moderator effect
ID ORGANIZATIONAL COMMITMENT; PAY SATISFACTION; WORK ENGAGEMENT;
   PERFORMANCE; IMPACT; INTENTION; ATTITUDES; MEDIATOR; BRAND
AB Purpose - The purpose of this paper is to verify the relationship of job satisfaction in the banking sector with its antecedent constructs (financial rewards and psychological rewards) and the mediating role of internal marketing in this relationship and to verify the relationship between job satisfaction in the banking sector and its consequent constructs (work engagement and the intention to leave) and the moderating effect of internal marketing on this relationship.
   Design/methodology/approach - The paper adopts a quantitative, descriptive, cross-sectional research methodology. Data are collected through an online questionnaire, which involves 355 bank employees. Partial least squares-structural equation modeling is used to verify the predicted relationships.
   Findings - The results show that internal marketing tends to mediate the relationship between financial rewards and job satisfaction and the relationship between psychological rewards and job satisfaction. Internal marketing presents a moderating effect on the relationship between job satisfaction and work engagement, but internal marketing does not moderate the relationship between job satisfaction and the intention to leave the bank.
   Originality/value - This study expands the understanding of the scope of internal marketing by exploring its mediating and moderating effects on the interactions among the behaviors of banking sector employees.
C1 [Mainardes, Emerson Wagner; Rodrigues, Lazaro Silva; Teixeira, Aridelmo] FUCAPE Business Sch, Dept Management, Vitoria, ES, Brazil.
RP Mainardes, EW (reprint author), FUCAPE Business Sch, Dept Management, Vitoria, ES, Brazil.
EM emerson@fucape.br
RI Mainardes, Emerson/AAI-2102-2019; Mainardes, Emerson Wagner/L-6018-2018
OI Mainardes, Emerson/0000-0003-2525-275X; Mainardes, Emerson
   Wagner/0000-0003-2525-275X
FU Brazilian National Council for Scientific and Technological Development
   (CNPq/Brazil)National Council for Scientific and Technological
   Development (CNPq) [303669/2015-2]; Portuguese Science Foundation
   (FCT/Portugal) through NECE (Nucleo de Estudos em Ciencias Empresariais)
   [UID/GES/04630/2013]
FX on behalf of all authors, the corresponding author states that there is
   no conflict of interest. This research was supported by Brazilian
   National Council for Scientific and Technological Development
   (CNPq/Brazil), project 303669/2015-2, and by Portuguese Science
   Foundation (FCT/Portugal) through NECE (Nucleo de Estudos em Ciencias
   Empresariais), project UID/GES/04630/2013.
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NR 65
TC 0
Z9 0
U1 2
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 5
BP 1313
EP 1333
DI 10.1108/IJBM-07-2018-0190
PG 21
WC Business
SC Business & Economics
GA JB4LQ
UT WOS:000488528900012
DA 2020-02-20
ER

PT J
AU Garanti, Z
   Kissi, PS
AF Garanti, Zanete
   Kissi, Philip Siaw
TI The effects of social media brand personality on brand loyalty in the
   Latvian banking industry The mediating role of brand equity
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Latvia; Banking industry; Social media; Brand personality; Brand loyalty
ID MODERATING ROLE; CUSTOMER SATISFACTION; ONLINE; DIMENSIONS; CULTURE;
   IMPACT; COMMUNICATION; TECHNOLOGY; ATTRIBUTES; ATTACHMENT
AB Purpose - The purpose of this paper is to draw upon social information processing theory and its purpose is twofold. First, it aims to examine the relationship among five brand personality traits (responsibility, activity, simplicity, emotionality and aggressiveness) as to brand equity created on social media in the banking industry of Latvia. Second, it aims to unveil the indirect effects of brand personality on brand loyalty, treating brand equity as a mediating variable.
   Design/methodology/approach - A questionnaire was designed and a survey method was employed in line with the above-mentioned purposes. Data were collected from 404 customers who followed retail banks on social media. A series of hypotheses were developed and tested using structural equation modeling.
   Findings - The results show that aggressiveness, followed by responsibility and activeness, form positive brand equity on social media. In contrast, emotionality and simplicity do not contribute to the brand equity of banks on social media. The results also reveal that brand equity positively impacts brand loyalty and partially mediates brand personality and brand loyalty relationship. The theoretical model is thus validated and can be used in future research.
   Research limitations/implications - The current study is cross-sectional and has a limited sample size and representativeness. Nevertheless, the results of the present study bring valuable implications for marketing managers who value the role of social media in creating long-term company-customer relationships.
   Originality/value - Over the past 20 years, the literature has been dominated by studies that mainly focus on the definition of brand personality and its traits. Unlike the aforementioned efforts, the current study brings new insight into the subject by focusing on brand personality created on social media and linking it to the actual consumer outcomes and exploring the mediating role of brand equity in the banking industry of Latvia.
C1 [Garanti, Zanete] Cyprus Int Univ, Dept Business Adm, Lefkosa, Turkey.
   [Kissi, Philip Siaw] Cyprus Int Univ, Management Informat Syst, Lefkosa, Turkey.
RP Garanti, Z (reprint author), Cyprus Int Univ, Dept Business Adm, Lefkosa, Turkey.
EM zgaranti@ciu.edu.tr
OI Garanti, Zanete/0000-0001-9990-8788
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NR 147
TC 0
Z9 0
U1 7
U2 7
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 6
BP 1480
EP 1503
DI 10.1108/IJBM-09-2018-0257
PG 24
WC Business
SC Business & Economics
GA JB4LR
UT WOS:000488529100005
DA 2020-02-20
ER

PT J
AU Reshetnikova, I
   Smerichevskyi, S
   Polishchuk, Y
AF Reshetnikova, Irina
   Smerichevskyi, Sergiy
   Polishchuk, Yevheniia
TI MULTICAN MARKETING AS AN INNOVATION TECHNOLOGY OF PROVIDING SERVICES IN
   THE CONDITIONS OF GLOBALIZATION OF THE BANKING MARKET
SO MARKETING AND MANAGEMENT OF INNOVATIONS
LA English
DT Article
DE multi-channel marketing; banking services market; innovations; mobile
   devices; consumer preferences; market segments
AB General theoretical approaches to the content of the concept of multi-channel marketing have been generalized. It is proved that multi-channel marketing differs from multi-channel communications and is a modern and global technology of integration of all components of the marketing complex in the process of interaction with the consumer. It is substantiated that the level of possession of mobile devices in Ukraine and their penetration among the population creates a background for widespread using of Internet channels by service providers. The special relevance of the use of multi-channel marketing takes on the market of banking services because it allows personalizing the contact with the consumer and take into account his or her requirements in terms of access points and convenient time. The data about the increase of non-contact payments in the domestic market and stability of this trend has been displayed in this article. At the same time, the reduction of traditional branches of banks is not always justified, as the consumer must have their own choice as to the convenience of using one or another channel. The expert assessment proved that despite the high cost of maintaining the liaison office has relatively high efficiency among the clients of advanced age. Therefore, against the background of reduction of unprofitable branches, there should be processes of modernization of those that remain on the market from the point of view of conversion into financial service centers. The article proposes a method of constructing a system of multi-channel marketing of a banking institution, which consists of four stages: analysis of large amounts of data on consumer behavior, their preferences regarding the ways and means of connecting to banking services, products and services, the volume, timing and regularity of provision; segmentation of the market and the definition of target segments depending on the level of ownership of mobile devices and information technology, age, income and social activity; optimization of the set of channels from the point of view of maximization of profit and minimization of expenses for their maintenance in the context of each target segment; evaluate the effectiveness of multi-channel interaction and adjustment of the configuration of the channels. It is proved that the main feature of segmentation of consumers in the construction of multi-channel marketing should be the /eve/ of ownership and frequency of use of electronic devices. The results of the study may be useful for banking institutions that are hying to build a system of multi-channel marketing.
C1 [Reshetnikova, Irina; Polishchuk, Yevheniia] Kyiv Natl Econ Univ, SHEI, Kiev, Ukraine.
   [Smerichevskyi, Sergiy] Natl Aviat Univ, Kiev, Ukraine.
RP Reshetnikova, I (reprint author), Kyiv Natl Econ Univ, SHEI, Kiev, Ukraine.
RI /N-2455-2019
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NR 17
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Z9 0
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U2 3
PU SUMY STATE UNIV, DEPT MARKETING & MIA
PI SUMY
PA RYMSKIY-KORSAKOV ST 2, SUMY, 40007, UKRAINE
SN 2218-4511
J9 MARK MANAG INNOV
JI Mark. Manag. Innov.
PY 2019
IS 3
BP 142
EP 150
DI 10.21272/mmi.2019.3-11
PG 9
WC Management
SC Business & Economics
GA JB0KW
UT WOS:000488243600011
OA Bronze
DA 2020-02-20
ER

PT J
AU Salem, MZ
   Baidoun, S
   Walsh, G
AF Salem, Mohammed Z.
   Baidoun, Samir
   Walsh, Grace
TI Factors affecting Palestinian customers' use of online banking services
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE E-loyalty; E-trust; Customers' concern for privacy; Customers' value for
   online personalization; Technology adoption propensity; Technology and
   leadership; Use of online banking services; Palestinian customers
ID INTERNET BANKING; INFORMATION-TECHNOLOGY; PRIVACY CONCERNS; E-COMMERCE;
   E-LOYALTY; E-TRUST; EMPIRICAL-EXAMINATION; CONSUMER ADOPTION; INITIAL
   TRUST; ACCEPTANCE
AB Purpose - The purpose of this paper is to examine factors that affect Palestinian customers' use of online banking services.
   Design/methodology/approach - An empirical study was conducted using a questionnaire in order to test the hypotheses. The questionnaire was distributed to 500 respondents selected by the participating banks. A total of 369 complete questionnaires were returned. The study's independent variables include technology adoption propensity, customers' value for online personalization, customers' privacy concern, e-trust, technological leadership and loyalty. Palestinian customers' usage of online banking services is the dependent variable.
   Findings - The results of the model tested clearly suggest that the use of online banking services is influenced, respectively, by the technological leadership, e-trust, e-loyalty, customers' value for online personalization, customers' concern for privacy and propensity of technology adoption. Finally, this paper suggests that policy makers should develop a prioritized hierarchy of actions in developing the effective use of bank's online services, based on the t- and p-values of the latter mentioned factors.
   Research limitations/implications - One limitation of the study is relying on self-reported cross-sectional data collection, rather than longitudinal surveying. Despite such limitation, the study provides the Palestinian banking sector with recommendations to promote online banking services based on the empirically identified factors affecting such service adoption.
   Practical implications - Palestinian banks should promote the adoption of online banking services by supporting personalization of services, privacy and trust. Customers should always be informed that their bank is among the first banks to introduce the latest state-of-the-art online services. Technology innovative and diverse online services should be offered by banks to attract customers.
   Originality/value - Although numerous research studies have studied the factors affecting customers in using electronic and online banking services, few studies have considered such usage in the developing countries, such as Arab countries in general and Palestine in particular. This is the first study to examine the factors affecting the adoption of online banking services in Palestine. This study provides empirical evidence to fill in the gap by providing a deeper understanding of the factors affecting the usage of online banking services in the country. The findings of this study can help decision makers in the Palestinian banks to develop practical plans that might accelerate and expand the adoption of online banking emphasizing personalized and trusted services offered with high level of security and privacy.
C1 [Salem, Mohammed Z.] Univ Coll Appl Sci, Gaza, Palestine.
   [Baidoun, Samir] Birzeit Univ, Dept Business Adm & Mkt, Birzeit, Palestine.
   [Walsh, Grace] Natl Univ Ireland, Coll Business Publ Policy & Law, Galway, Ireland.
RP Salem, MZ (reprint author), Univ Coll Appl Sci, Gaza, Palestine.
EM mrdd_salem@hotmail.com
RI Salem, Mohammed/AAB-7026-2020
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NR 160
TC 0
Z9 0
U1 5
U2 5
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 2
BP 426
EP 451
DI 10.1108/IJBM-08-2018-0210
PG 26
WC Business
SC Business & Economics
GA JB4LB
UT WOS:000488526800002
DA 2020-02-20
ER

PT J
AU Wu, HC
   Cheng, CC
   Hussein, AS
AF Wu, Hung-Che
   Cheng, Ching-Chan
   Hussein, Ananda Sabil
TI What drives experiential loyalty towards the banks? The case of Islamic
   banks in Indonesia
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Islamic bank; Experiential loyalty; Experiential quality; Experiential
   relationship quality
ID MEASURING SERVICE QUALITY; CUSTOMER SATISFACTION; BEHAVIORAL INTENTIONS;
   PERCEIVED VALUE; CORPORATE IMAGE; TRUST; IMPACT; TOURISTS; SYSTEM;
   EQUITY
AB Purpose - The purpose of this paper is to explore the structural relationship between experiential loyalty and its seven drivers - interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust and experiential satisfaction in the context of Islamic banks.
   Design/methodology/approach - The data used in this study were based on a convenience sample of 474 respondents from Jakarta, Bogor and Depok in Indonesia.
   Findings - Interaction quality, physical environment quality and outcome quality positively influence experiential quality, which in turn, leads to experiential trust. Also, experiential trust has a positive influence on experiential satisfaction. Both experiential trust and experiential satisfaction are determinants of experiential loyalty.
   Practical implications - The results will assist Islamic bank management in developing and implementing market-orientated service strategies to increase interaction quality, physical environment quality, outcome quality, affective quality experiential quality, experiential trust and experiential satisfaction in order to increase experiential loyalty.
   Originality/value - This paper provides data that result in a better understanding of the relationships among interaction quality, physical environment quality, outcome quality, affective quality, experiential quality, experiential trust, experiential satisfaction and experiential loyalty in the context of Islamic banks.
C1 [Wu, Hung-Che] Sun Yat Sen Univ, Nanfang Coll, Sch Business, Guangzhou, Guangdong, Peoples R China.
   [Cheng, Ching-Chan] Taipei Univ Marine Technol, Dept Food & Beverage Management, Taipei, Taiwan.
   [Hussein, Ananda Sabil] Univ Brawijaya Malang, Dept Management, Malang, Indonesia.
RP Wu, HC (reprint author), Sun Yat Sen Univ, Nanfang Coll, Sch Business, Guangzhou, Guangdong, Peoples R China.
EM wuhungche66@gmail.com
OI Hussein, Ananda Sabil/0000-0002-4030-1073
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NR 164
TC 4
Z9 4
U1 1
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 2
BP 595
EP 620
DI 10.1108/IJBM-04-2018-0101
PG 26
WC Business
SC Business & Economics
GA JB4LB
UT WOS:000488526800011
DA 2020-02-20
ER

PT J
AU Harun, A
   Rokonuzzaman, M
   Prybutok, G
   Prybutok, VR
AF Harun, Ahasan
   Rokonuzzaman, Md
   Prybutok, Gayle
   Prybutok, Victor R.
TI Determinants of banking consumers' engagement in post service failure
   positive word-of-mouth Examining mediating mechanisms
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE PLS-SEM; Service recovery; Brand equity; Importance-performance map
   analysis; Positive word-of-mouth
ID PERCEIVED JUSTICE; CUSTOMER SATISFACTION; BEHAVIORAL CONSEQUENCES;
   RECOVERY SATISFACTION; MODERATING ROLE; LOYALTY; TRUST; ATTRIBUTIONS;
   ANTECEDENTS; PERSPECTIVE
AB Purpose - The purpose of this paper is to develop and examine a theoretical framework that evaluates the effects of banking consumers justice perception on their post-complaint mindsets. It also aims to help business strategists to customize service failure management activities to achieve a competitive advantage.
   Design/methodology/approach - To examine the proposed framework using partial least square structural equation modeling, the authors collected data through a survey. The authors also evaluated the proposed framework through multi-group analysis and importance-performance map analysis (IPMA).
   Findings - Results show that recovery disconfirmation mediates the relationship between banking consumers perception of justice and recovery satisfaction. Moreover, after a service failure, brand equity and loyalty mediate the relationship between recovery satisfaction and positive word-of-mouth behavior. IPMA analysis at the construct level shows that fostering the perception of recovery satisfaction is crucial for creating a positive post-failure impression in the mind of the banking consumer.
   Practical implications - For banking practitioners, the findings of this research provide a strategic blueprint for managing service failure by developing relationships with consumers, thus creating an opportunity to gain competitive advantage.
   Originality/value - Anchored in the theoretical framework of justice theory (Adams, 1963), expectation disconfirmation theory (Oliver, 1977) and social exchange theory (Kelley and Thibaut, 1978), the research adds to the literature by providing a critical evaluation of how to influence banking consumers post-complaint behavior from a more systematic perspective.
C1 [Harun, Ahasan] Univ Texas Rio Grande Valley, Robert C Vackar Coll Business & Entrepreneurship, Dept Informat Syst, Edinburg, TX 78539 USA.
   [Rokonuzzaman, Md] Univ Wisconsin, Dept Management & Mkt, Eau Claire, WI 54701 USA.
   [Prybutok, Gayle] Univ North Texas, Dept Rehabil & Hlth Serv, Denton, TX 76203 USA.
   [Prybutok, Victor R.] Univ North Texas, Dept Informat Technol & Decis Sci, Denton, TX 76203 USA.
RP Harun, A (reprint author), Univ Texas Rio Grande Valley, Robert C Vackar Coll Business & Entrepreneurship, Dept Informat Syst, Edinburg, TX 78539 USA.
EM harunahasan@gmail.com
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NR 84
TC 0
Z9 0
U1 2
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2019
VL 37
IS 2
BP 621
EP 645
DI 10.1108/IJBM-01-2018-0001
PG 25
WC Business
SC Business & Economics
GA JB4LB
UT WOS:000488526800012
DA 2020-02-20
ER

PT J
AU Tomas-Miskin, S
   Vitomir, J
AF Tomas-Miskin, Sonja
   Vitomir, Jelena
TI IMPLEMENTATION OF MARKETING IN MANAGERIAL FUNCTIONS OF BANKS
SO INTERNATIONAL REVIEW
LA English
DT Article
DE marketing; internal control of mechanisms; banks; optimization
AB The marketing implementation as observed through the management in functioning of banks should be seen within the comprehensive management activities in order to achieve better defined business operations. The most common management can be observed through the internal management factors. The internal management control of a management of an enterprise is carried out with the primary goal of achieving much better business. Besides, management is in a constant search for a method by means of better controlling of the management of its trusted legal entity (banks). The aim of this paper is to point out the importance of implementation of marketing within the introduction of controls in banks. At the same time, the author draws attention that management should create conditions in which it will be enabled the process of controls to be regularly revised, that is approaching to the "optimal".
C1 [Tomas-Miskin, Sonja; Vitomir, Jelena] Belgrade Banking Acad, UNION, Belgrade, Serbia.
RP Tomas-Miskin, S (reprint author), Belgrade Banking Acad, UNION, Belgrade, Serbia.
EM sonjat984@mail.com; jelena.vitomir1@gmail.com
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NR 24
TC 1
Z9 1
U1 0
U2 0
PU FAC BUSINESS ECONOMICS & ENTREPRENEURSHIP
PI BELGRADE
PA VOJVDE VLAHOVICA STR NO 35B, BELGRADE, 00000, SERBIA
SN 2217-9739
J9 INT REV
JI Int. Rev.
PY 2019
IS 1-2
BP 101
EP 109
PG 9
WC Economics
SC Business & Economics
GA IU1QN
UT WOS:000483351100008
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Andros, S
   Novak-Kalyayeva, L
   Tykhenko, V
AF Andros, Svitlana
   Novak-Kalyayeva, Larisa
   Tykhenko, Volodymyr
TI MARKETING AND MANAGEMENT OF CREDIT PORTFOLIO OF A COMMERCIAL BANK: DATA
   OF ECONOMIC AND STATISTICAL ANALYSIS OF BASIC PARAMETERS OF CREDIT
SO MARKETING AND MANAGEMENT OF INNOVATIONS
LA English
DT Article
DE analysis; amount; bank; efficiency; interest rate; loan; loan portfolio;
   marketing; product; term
ID EMPIRICAL-ANALYSIS; COMPETITION; RISK
AB The article analyses the loan portfolio of the bank on the main parameters of the loan: amounts, terms, interest rates. The purpose of the article is to identify the specifics of bank marketing and to develop a methodical approach to the effective management of the credit portfolio of a commercial bank using economic and statistical analysis of the main parameters of the loan. Analysis of literary sources shows that not enough attention is paid to the integrated application of marketing methods and the formation of an optimal bank loan portfolio. The relevance of the article is the need to use the mathematical apparatus to optimize the lending process. This allows you to solve questions about raising the maximum loan amounts, reducing interest rates, ensuring the timeliness of loan repayment. The methods of marketing in the grocery analysis of the credit market are considered. Analysed consumer behaviour in the market of credit products. Formulated factors affecting the size of the interest payments of the bank. The impact of each category of borrowers on the overall increase in interest payments is determined. Analysed the dynamics of debts on loans in the bank and suggested ways to solve this problem using marketing. Formulated factors affecting the size of the interest payments of the bank. The impact of each category of borrowers on the overall increase in interest payments is determined. Analysed the dynamics of debts on loans in the bank and suggested ways to solve this problem using marketing. The authors propose to use a set of economic indicators to assess the effectiveness of the loan portfolio. The proposed improved methodology for the formation of an optimal loan portfolio of the bank. The article substantiates that the rate of loan turnover and the terms for using a loan are very different in types of loans. The article uses the methods of regression analysis, probability theory, economic and mathematical statistics. The study period is 2016-2017. The study confirms that with an equal degree of risk, banks prefer a loan product with a higher yield, that is, loans extended to legal entities. The results of economic indicators allow bank managers to evaluate the estimated bank ratios used when finding the maximum loan amount. Based on this analysis, the bank's management can assess the credit market conditions, make reasoned strategic decisions and reduce credit risks.
C1 [Andros, Svitlana] Natl Sci Ctr, Inst Agr Econ, Kharkov, Ukraine.
   [Novak-Kalyayeva, Larisa] Natl Acad Publ Adm President Ukraine, Kiev, Ukraine.
   [Tykhenko, Volodymyr] Sumy State Univ, Sumy, Ukraine.
RP Andros, S (reprint author), Natl Sci Ctr, Inst Agr Econ, Kharkov, Ukraine.
RI Andros, Svitlana/AAC-4017-2020; /N-2455-2019; Novak - Kalyayeva,
   Larysa/B-4578-2017
OI Novak - Kalyayeva, Larysa/0000-0002-2897-8858
FU National Scientific Center "Institute of Agrarian Economics"
   [0116U000063]
FX The article was prepared in the framework of the fundamental research
   work "Development of the Theoretical and Methodological Foundations of
   Financial and Credit Support of the Agricultural Sector of the Economy"
   (state registration number 0116U000063) of the National Scientific
   Center "Institute of Agrarian Economics".
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NR 31
TC 0
Z9 0
U1 1
U2 1
PU SUMY STATE UNIV, DEPT MARKETING & MIA
PI SUMY
PA RYMSKIY-KORSAKOV ST 2, SUMY, 40007, UKRAINE
SN 2218-4511
J9 MARK MANAG INNOV
JI Mark. Manag. Innov.
PY 2019
IS 2
BP 62
EP 73
DI 10.21272/mmi.2019.2-06
PG 12
WC Management
SC Business & Economics
GA IT6WW
UT WOS:000483018000006
OA Bronze
DA 2020-02-20
ER

PT J
AU Kuznetsova, S
   Kuznetsov, K
   Kuznetsov, A
AF Kuznetsova, S.
   Kuznetsov, K.
   Kuznetsov, A.
TI HOW TO INCREASE PUBLIC CONFIDENCE IN UNDERSTANDING AND USE OF THE
   BANKING SYSTEM: MARKETING MODEL 'NETS FOR TRUST'
SO FINANCIAL AND CREDIT ACTIVITY-PROBLEMS OF THEORY AND PRACTICE
LA English
DT Article
DE public confidence; banking system; model; trends in banking industry
AB Digital information for financial markets and consumer insight are going to be extremely important in the near future. This paper is concluded that there is a problem with lack of trust to the banking system not only in Ukraine, but also in other more developed countries. The aim of this research is developing theoretical and organizational background of increasing public confidence in understanding and use of the banking system in Ukraine through building correlation between the trust levels and marketing trends in the banking industry. Basing on psychological analysis, it is aimed at improving current situation with trust-less feelings to the banking system. As a background for developing the four-stage model the top 10 trends that have changed the way banks and credit unions were used. One of the main movers of this model is so-called 'the boiling frog effect'. Research results lie in creating a four-stage marketing model 'Nets for Trust' to increase the trust level to the banking industry in Ukraine. The model has four steps of public sentiment changing in order to eradicate deterrent which manifest itself in lack of trust to the whole banking industry. For moving it into the one it is necessary to start discussions about the banking sphere initiated by scientists because they have no subjects they cannot discuss. Nowadays the banking sphere is considered to be in the middle of the first stage. As a result of these actions, people are going to find banks more reliable than they used to think. At the second stage it is very important to push on the nature. In the long run, this problem will finally be sorted out and the number of people who will be against the banking sphere will decrease. More and more people will think of keeping their savings and "mattress money" in banks which will give us an opportunity to initiate the third stage. At the fourth stage everything will become much easier because most people have put up with an idea that in banks their money will be safe and sound.
C1 [Kuznetsova, S.; Kuznetsov, A.] SHEI Banking Univ, Econ, Kiev, Ukraine.
   [Kuznetsova, S.] SHEI Banking Univ, Kiev, Ukraine.
   [Kuznetsov, K.] SHEI Banking Univ, Inst Banking Technol & Busines, Kiev, Ukraine.
RP Kuznetsova, S (reprint author), SHEI Banking Univ, Econ, Kiev, Ukraine.; Kuznetsova, S (reprint author), SHEI Banking Univ, Kiev, Ukraine.
EM kuznet@meta.ua; kyrylokuznetsov2000@gmail.com; kuznetsov77@ukr.net
CR [Anonymous], 2018, WAY FORW REB REP TRU
   [Anonymous], 2016, 10 MARK TEND BANK HA
   [Anonymous], 2016, KORRESPONDENT   1027
   Azarenkova G., 2018, INVESTMENT MANAGEMEN, V15
   Danylenko A., 2017, VISNYK NATL BANK UKR, V242, P14
   Hoffman RR, 2003, IEEE INTELL SYST, V18, P68, DOI 10.1109/MIS.2003.1217630
   Raskin M., 2016, 22238 NAT BUR EC RES, P22238
   Savchenko T., 2017, ZH FINANSOVYKH RYNKI, V1, P29
   Ukrainskyi kryzovyi media-tsentr. [Ukraine Crisis Media Center], 2016, DOV UKR BANK MOZHN V
   van Esterik-Plasmeijer PWJ, 2017, INT J BANK MARK, V35, P97, DOI 10.1108/IJBM-12-2015-0195
NR 10
TC 0
Z9 0
U1 0
U2 1
PU NATL BANK UKRAINE, UNIV BANKING, KHARKIV INST BANKING
PI KHARKIV
PA PR-KT PEREMOHY, 55, KHARKIV, 61174, UKRAINE
SN 2306-4994
EI 2310-8770
J9 FINANC CREDIT ACT
JI Financ. Credit Act.
PY 2019
VL 2
IS 29
BP 13
EP 20
DI 10.18371/fcaptp.v2i29.172305
PG 8
WC Business, Finance
SC Business & Economics
GA IK5DM
UT WOS:000476605900002
OA Other Gold
DA 2020-02-20
ER

PT J
AU Shokuhi, A
   Chashmi, SAN
AF Shokuhi, Akbar
   Chashmi, Seyed Ali Nabavi
TI Formulation of Bank Melli Iran Marketing Strategy Based on Porter"S
   Competitive Strategy
SO JOURNAL OF BUSINESS-TO-BUSINESS MARKETING
LA English
DT Article
DE Strategy; marketing; TOPSIS; Bank Melli; business marketing service
ID SWOT-ANALYSIS; MANAGEMENT
AB The presence of a modern and predefined marketing strategy is essential for every enterprise like banks in order for the bank to be able to benefit from an appropriate and efficient strategy based on the current market conditions, competitors' status and so on. Therefore, the purpose of this article is to develop a marketing strategy based on Porter's competitive strategy at BankMelli. the number of managers working at BankMelli is 2456 and 337 of them were selected as samples to be used in the calculations. the result of this article, which were obtained based on the fuzzy TOPSIS test method, indicates that the differentiation strategy is the first priority and then are the focus and cost leadership strategies. In addition, prioritization of indices indicates that personnel thinking, personnel abilities, market development, service provision and ultimately, product presentation are the first five priorities in determining the strategy of BankMelli.
C1 [Shokuhi, Akbar] Islamic Azad Univ, Sari Branch, Dept Business Management, Sari, Iran.
   [Chashmi, Seyed Ali Nabavi] Islamic Azad Univ, Babol Branch, Dept Business Management, Babol Sar, Iran.
RP Chashmi, SAN (reprint author), Islamic Azad Univ, Babol Branch, Dept Business, Babol Sar, Iran.
EM anabavichashmi2003@gmail.com
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NR 15
TC 0
Z9 0
U1 0
U2 2
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1051-712X
EI 1547-0628
J9 J BUS-BUS MARK
JI J. Bus.-Bus. Mark.
PY 2019
VL 26
IS 2
BP 209
EP 215
DI 10.1080/1051712X.2019.1603421
PG 7
WC Business
SC Business & Economics
GA ID6LG
UT WOS:000471789300007
DA 2020-02-20
ER

PT J
AU Trivedi, J
AF Trivedi, Jay
TI Examining the Customer Experience of Using Banking Chatbots and Its
   Impact on Brand Love: The Moderating Role of Perceived Risk
SO JOURNAL OF INTERNET COMMERCE
LA English
DT Article
DE Artificial intelligence; brand love; chatbots; customer experience;
   information system model; perceived risk
ID INFORMATION-SYSTEMS SUCCESS; MODEL; ACCEPTANCE; SATISFACTION;
   ANTECEDENTS
AB In today's digitally enabled world, banks offer chatbots to improve customer service. This research looks at chatbots as a form of an information system. It observes the effect of the three quality dimensions of the information system success model on customer experience, further leading to love for the bank brand. As chatbots are a new technology platform, consumers may find some risk in its use. Hence, the moderating role of perceived risk between the three quality dimensions and customer experience is also observed. The survey method was employed to conduct the study. Data were collected from 258 respondents. The results provide a definite direction for banks to strengthen the consumer-brand relationship by offering chatbots suiting their customers' expectations.
C1 [Trivedi, Jay] Mudra Inst Commun, Digital Platform & Strategies, Ahmadabad, Gujarat, India.
RP Trivedi, J (reprint author), MICA, Digital Platform & Strategies, Ahmadabad 380085, Gujarat, India.
EM jaytrivedi2002@gmail.com
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NR 70
TC 0
Z9 0
U1 13
U2 17
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1533-2861
EI 1533-287X
J9 J INTERNET COMMER
JI J. Internet Commer.
PY 2019
VL 18
IS 1
BP 91
EP 111
DI 10.1080/15332861.2019.1567188
PG 21
WC Business
SC Business & Economics
GA IA9YR
UT WOS:000469914200005
DA 2020-02-20
ER

PT J
AU Ahmed, HMS
   Abdelkader, AA
AF Ahmed, Hussein Moselhy Syead
   Abdelkader, Ali Ahmed
TI The Mediating Role of Repositioning on The relationship Between
   Electronic Integrating Communication Marketing (E-IMC) and Loyalty: The
   Case of Commercial Banks in Egypt
SO INTERNATIONAL JOURNAL OF ONLINE MARKETING
LA English
DT Article
DE Customer Positioning; Electronic Integrating Marketing Communication;
   Internet Marketing; Loyalty; Mobile Network; Repositioning
ID QUALITY
AB This article aims to determine and analyze the impact of E-IMC on improving the positioning towards commercial banks in Egypt, and loyalty as well. To accomplish these objectives, a descrptive method is used. 360 customers of commercial banks in Egypt are randomly selected, which were selected for having used the internet service of these banks. The total response rate was 86.4%. The results showed that this a statistically significant relationship between E-IMC and the mental image of the customers towards the organizations to improve their image and increase the achievement of loyalty to the brand in the commercial banks. Examining the results, a reliable model has been found in managing the mental image of the organizations with their customers.
C1 [Ahmed, Hussein Moselhy Syead] Kafrelsheikh Univ, Fac Commerce, Dept Management, Kafr Al Sheikh, Egypt.
   [Abdelkader, Ali Ahmed] Kafrelsheikh Univ, Kafr Al Sheikh, Egypt.
RP Ahmed, HMS (reprint author), Kafrelsheikh Univ, Fac Commerce, Dept Management, Kafr Al Sheikh, Egypt.
OI ahmed, hussein/0000-0003-2594-1635
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NR 34
TC 0
Z9 0
U1 3
U2 5
PU IGI GLOBAL
PI HERSHEY
PA 701 E CHOCOLATE AVE, STE 200, HERSHEY, PA 17033-1240 USA
SN 2156-1753
EI 2156-1745
J9 INT J ONLINE MARKET
JI Int. J. Online Market
PD JAN-MAR
PY 2019
VL 9
IS 1
BP 1
EP 23
DI 10.4018/IJOM.2019010101
PG 23
WC Business
SC Business & Economics
GA HN1FI
UT WOS:000459932100001
DA 2020-02-20
ER

PT J
AU Serletis, A
   Xu, LB
AF Serletis, Apostolos
   Xu, Libo
TI The demand for banking and shadow banking services
SO NORTH AMERICAN JOURNAL OF ECONOMICS AND FINANCE
LA English
DT Article
DE Minflex Laurent functional form; Markov regime switching; GARCH; BEKK;
   Volatility impulse response functions
ID REGIME; GARCH
AB We explore the hypothesis that the substitutability/complementarity relationship between banking and shadow banking services is a major factor affecting the transmission mechanism of monetary policy. We take the parametric approach to demand analysis, which allows estimation and testing in a systems-of-equations context, and use the Minflex Laurent flexible functional form for the underlying aggregator function. We relax the homoskedasticity assumption and assume Markov regime switching to relax the assumption of fixed consumer preferences. We generate inference consistent with neoclassical microeconomic theory and provide evidence against simple-sum money supply measures. We also show that the emergence of shadow banking has increased the stability of money demand functions. This means that money supply measures based on a nonlinear aggregator function might be a better measure of the stance of monetary policy than the interest rate.
C1 [Serletis, Apostolos] Univ Calgary, Dept Econ, Calgary, AB T2N 1N4, Canada.
   [Xu, Libo] Univ San Francisco, Dept Econ, San Francisco, CA 94117 USA.
RP Xu, LB (reprint author), Univ San Francisco, Dept Econ, San Francisco, CA 94117 USA.
EM Serletis@ucalgary.ca; lxu37@usfca.edu
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NR 23
TC 1
Z9 1
U1 5
U2 22
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 360 PARK AVE SOUTH, NEW YORK, NY 10010-1710 USA
SN 1062-9408
EI 1879-0860
J9 N AM J ECON FINANC
JI N. Am. Econ. Financ.
PD JAN
PY 2019
VL 47
BP 132
EP 146
DI 10.1016/j.najef.2018.12.009
PG 15
WC Business, Finance; Economics
SC Business & Economics
GA HK1LF
UT WOS:000457665700010
DA 2020-02-20
ER

PT J
AU Chircop, J
   Fabrizi, M
   Parbonetti, A
AF Chircop, Justin
   Fabrizi, Michele
   Parbonetti, Antonio
TI The impact of the Bankruptcy Abuse Prevention and Consumer Protection
   Act of 2005 repo 'safe harbor' provisions on investors
SO EUROPEAN JOURNAL OF FINANCE
LA English
DT Article
DE Repurchase agreements; bankruptcy code; safe harbor
ID SARBANES-OXLEY ACT; DAILY STOCK RETURNS; ECONOMIC CONSEQUENCES;
   FINANCIAL CRISIS; ABNORMAL RETURNS; MARKET REACTION; EVENT; FORECASTS;
   EARNINGS; BEHAVIOR
AB The Bankruptcy Abuse Prevention and Consumer Protection Act (BAPCPA) of 2005 significantly expanded the exemptions from the normal workings of the U.S. Bankruptcy Code. Using a large sample of U.S. banks, we study investors' reaction to news about the promulgation of the BAPCPA repo 'safe harbor' provisions and the influence extending such exemptions to repos collateralized by riskier collateral had on equity market information asymmetry. We find a negative market reaction to news events about the promulgation of BAPCPA, which subsequent cross-sectional analysis suggests is at least partly driven by repo exposure. This finding suggests that investors perceived the increase in finance risk from the extension of the 'safe harbor' provisions as dominating the perceived gain from accessing cheaper finance. Further, we find that the promulgation of BAPCPA gave rise to increased information asymmetry for banks with repo exposure.
C1 [Chircop, Justin] Univ Lancaster, Dept Accounting & Finance, Management Sch, Lancaster, England.
   [Fabrizi, Michele; Parbonetti, Antonio] Univ Padua, Dept Econ & Management, Padua, Italy.
RP Chircop, J (reprint author), Univ Lancaster, Dept Accounting & Finance, Management Sch, Lancaster, England.
EM j.chircop1@lancaster.ac.uk
OI Chircop, Justin/0000-0002-5235-8077
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NR 64
TC 0
Z9 0
U1 0
U2 8
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1351-847X
EI 1466-4364
J9 EUR J FINANC
JI Eur. J. Financ.
PD DEC 12
PY 2018
VL 24
IS 18
BP 1772
EP 1798
DI 10.1080/1351847X.2018.1427608
PG 27
WC Business, Finance
SC Business & Economics
GA GX2JR
UT WOS:000447545700002
DA 2020-02-20
ER

PT J
AU Sanjeev
   Bhalla, NS
   Sidhu, TS
   Shruti
AF Dr Sanjeev
   Bhalla, N. S.
   Sidhu, T. S.
   Dr Shruti
TI Human Resource Practices and Job Satisfaction in Selected New Generation
   Private Banks: An Empirical Study of their Relationship & their Impact
   among Executive Employees
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE New Private Sector Banks; Job Satisfactions; Executive Employees; HR
   Practices
AB The Banking Industry in India has undergone an incredible change since Government of India has adopted the Economic, Financial and Banking Sector Reforms. The healthy Competition posed by the private sector banks has not only improved the quality of service by the Public sector banks but also through a basket of innovative diversified products. Here the role of the human resources has become the crucial most. The stay of the employees in banks largely depends upon the prevailing human resource practices and the levels of job satisfaction assumed by them. Through this paper the researcher has attempted to identify the relationship between Human Resource Practices and the job satisfaction levels of the executive employees in three new generation private sector banks in Punjab. In addition to this the impact of selected Human Resource Practices has also been studied. A sample of 115 executive employees from Kotak Mahindra, Yes Bank and Indusind Bank have been surveyed through administered questionnaire comprising 43 statements with respect to Human resource Practices and standardized questionnaire comprising 20 statements measurable at 5point liken scale, w r t Job Satisfaction. Factor Analysis, Descriptive analysis, Correlations and Multiple Regression Analysis have been used. A positive relationship has been observed between Human resource Practices and Job satisfaction and Employee benefits and performance appraisal were found to carry highest impact on the job satisfaction levels among executive employees in selected new generation private banks.
C1 [Dr Sanjeev; Dr Shruti] IKG Punjab Tech Univ, Jalandhar, Punjab, India.
   [Bhalla, N. S.] Global Inst Management, Amritsar, Punjab, India.
   [Sidhu, T. S.] SBS Tech Campus, Ferozepur, Punjab, India.
RP Sanjeev (reprint author), IKG Punjab Tech Univ, Jalandhar, Punjab, India.
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NR 18
TC 0
Z9 0
U1 1
U2 3
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD DEC
PY 2018
VL 11
IS 6
BP 7
EP 16
PG 10
WC Business
SC Business & Economics
GA HT4TG
UT WOS:000464555600002
DA 2020-02-20
ER

PT J
AU Rajaobelina, L
   Brun, I
   Tep, SP
   Arcand, M
AF Rajaobelina, Lova
   Brun, Isabelle
   Tep, Sandrine Prom
   Arcand, Manon
TI Towards a better understanding of mobile banking: the impact of customer
   experience on trust and commitment
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Customer experience; Trust; Commitment; Mobile services; M-banking
ID RELATIONSHIP QUALITY; SERVICE QUALITY; CONSUMER ADOPTION; BRAND
   EXPERIENCE; LOYALTY; INTERNET; DIMENSIONS; INTENTION; SATISFACTION;
   INFORMATION
AB In the current context of ubiquitous connectedness through portable mobile devices and services, it is important to comprehend more fully the nature of consumer/bank interactions and relationships. At the same time, firms in the service sector are trying to provide customers with impactful positive experiences. This article examines the impact of mobile banking experience on trust and commitment based on the customer experience dimensions defined by Schmitt and expanded to include the negative aspect of the affective dimension. A total of 396 panellists of a recognized Canadian research firm responded to a self-administered online questionnaire. Findings demonstrate that the cognitive and negative affective dimensions of mobile experience impact trust, whereas the positive affective/sensory dimension influences commitment. The behavioural and social dimensions do not have significant impacts. This study enriches the theoretical corpus of knowledge in customer experience, relationship marketing and m-banking literature, lending practical implications for mobile services managers. Financial institutions, for example, should offer sensory mobile applications designed to appeal to the eye or to the touch (positive affective/sensory dimension), provide tools and information intended to arouse user curiosity and provoke reflection (cognitive dimension), while avoiding negative experiences which can lead to damaging feelings/emotions such as disappointment and anger (negative affective dimension).
C1 [Rajaobelina, Lova; Tep, Sandrine Prom; Arcand, Manon] Univ Quebec Montreal, Dept Mkt, Case Postale 8888,Succ Ctr Ville, Montreal, PQ H3C 3P8, Canada.
   [Brun, Isabelle] Univ Moncton, Mkt, Moncton, NB, Canada.
   [Brun, Isabelle] Univ Moncton, Res Grp Cooperat Management, Moncton, NB, Canada.
RP Rajaobelina, L (reprint author), Univ Quebec Montreal, Dept Mkt, Case Postale 8888,Succ Ctr Ville, Montreal, PQ H3C 3P8, Canada.
EM rajaobelina.lova@uqam.ca; isabelle.brun@umoncton.ca;
   promtep.sandrine@uqam.ca; arcand.manon@uqam.ca
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NR 90
TC 0
Z9 0
U1 2
U2 10
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD DEC
PY 2018
VL 23
IS 3-4
BP 141
EP 152
DI 10.1057/s41264-018-0051-z
PG 12
WC Business
SC Business & Economics
GA HI0DR
UT WOS:000456112800001
DA 2020-02-20
ER

PT J
AU Santini, FD
   Ladeira, WJ
   Sampaio, CH
   Perin, MG
AF Santini, Fernando de Oliveira
   Ladeira, Wagner Junior
   Sampaio, Claudio Hoffmann
   Perin, Marcelo Gattermann
TI Online banking services: a meta-analytic review and assessment of the
   impact of antecedents and consequents on satisfaction
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Review
DE Satisfaction; Online services; Bank; Meta-analysis
ID USER COMPUTING SATISFACTION; WORD-OF-MOUTH; CUSTOMER SATISFACTION;
   SYSTEMATIC REVIEWS; LOYALTY; QUALITY; TRUST; DETERMINANTS; COMMITMENT
AB This paper provides a meta-analysis of the generalizations in the relationships between the antecedents and consequents of satisfaction with online banking services. In total, 118 observations were analysed, with a sample of 49,607 respondents in 39 published articles from studies indexed in ten databases (Jstor, Emerald, PsycINFO, Taylor & Francis, Elsevier Science Direct, Scopus, ProQuest, SciELO, Google Scholar and EBSCO). Specifically, for the data analysis, we used the correlation coefficient r (plus chi(2), f test, t test, z test and beta values). The results showed that constructs related to uncertainty, as evoked by online devices, system performance, quality of device content and online banking device structures, are significant and positive antecedents of consumer satisfaction. We also found that satisfaction with online banking services promotes trust and loyalty. Finally, we also detected that the relationship between reliability, satisfaction and service quality is stronger among Western banking consumers.
C1 [Santini, Fernando de Oliveira; Ladeira, Wagner Junior] Univ Vale Rio Dos Sinos, Av Unisinos 950, BR-93022000 Sao Leopoldo, RS, Brazil.
   [Sampaio, Claudio Hoffmann; Perin, Marcelo Gattermann] Pontificia Catolica Univ Rio Grande Sul, Av Ipiranga 6681, BR-90619900 Porto Alegre, RS, Brazil.
RP Santini, FD (reprint author), Univ Vale Rio Dos Sinos, Av Unisinos 950, BR-93022000 Sao Leopoldo, RS, Brazil.
EM santiniconsultores@terra.com.br; wladeira@unisinos.br;
   csampaio@pucrs.br; mperin@pucrs.br
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   Santouridis I, 2014, PROC ECON FINANC, V9, P501, DOI 10.1016/S2212-5671(14)00051-3
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   Shaemi A., 2011, INTERDISCIPLINARY J, V3, P440
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NR 67
TC 0
Z9 0
U1 2
U2 6
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD DEC
PY 2018
VL 23
IS 3-4
BP 168
EP 178
DI 10.1057/s41264-018-0059-4
PG 11
WC Business
SC Business & Economics
GA HI0DR
UT WOS:000456112800003
DA 2020-02-20
ER

PT J
AU Komulainen, H
   Makkonen, H
AF Komulainen, Hanna
   Makkonen, Hannu
TI Customer experience in omni-channel banking services
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Customer experience; Omni-channel; Critical incident technique; Banking
   service
ID FRAMEWORK
AB The banking industry is experiencing rapid and widespread changes due to advances in technology that go hand-in-hand with the customer demands for real-time, personalized and seamless banking experience. Along with this development, omni-channel orientation is becoming an inherent feature of banking services. However, its role has not yet been thoroughly understood, specifically in this context. The purpose of this study is to create in-depth understanding of how do customers experience omni-banking services and what are the key factors related to their experiences. We identify both actual critical events and imaginings, positive and negative that are related to the forming of customer experiences and suggest both theoretical and managerial implications based on the results.
C1 [Komulainen, Hanna] Univ Oulu, Oulu Business Sch, Dept Mkt Management & Int Business, POB 4600, Oulu 90014, Finland.
   [Makkonen, Hannu] Univ Vaasa, Fac Business Studies, Dept Mkt, Vaasa, Finland.
RP Komulainen, H (reprint author), Univ Oulu, Oulu Business Sch, Dept Mkt Management & Int Business, POB 4600, Oulu 90014, Finland.
EM hanna.komulainen@oulu.fi; hannu.makkonen@uva.fi
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NR 35
TC 2
Z9 2
U1 4
U2 15
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD DEC
PY 2018
VL 23
IS 3-4
BP 190
EP 199
DI 10.1057/s41264-018-0057-6
PG 10
WC Business
SC Business & Economics
GA HI0DR
UT WOS:000456112800005
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Caruana, A
   Vella, J
   Konietzny, J
   Chircop, S
AF Caruana, Albert
   Vella, Joseph
   Konietzny, Jirka
   Chircop, Saviour
TI Corporate greed: its effect on customer satisfaction, corporate social
   responsibility and corporate reputation among bank customers
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Corporate greed; Corporate social responsibility; Corporate reputation;
   Customer satisfaction; Customer revenge
ID CONSEQUENCES; ANTECEDENTS; PERCEPTIONS; DISHONESTY; CULTURE
AB Corporate greed has received increasing attention in recent years with various stories hitting the headlines, particularly after the global financial crisis and the ensuing negative attitudes toward banks. Customer satisfaction and corporate social responsibility are known to have a positive effect on corporate reputation among customers, but perceived corporate greed is likely to impede their effect. Corporate greed, customer satisfaction, corporate social responsibility and corporate reputation are considered, and a research model is proposed. Results indicate that the effect of corporate greed is stronger on corporate social responsibility than on customer satisfaction, implying that corporate social responsibility activities may be futile if the company is perceived to be acting greedily by its customers. Thus, perceptions of corporate greed need to be dealt with swiftly, to enable management to enhance the corporate reputation of the firm.
C1 [Caruana, Albert; Vella, Joseph; Chircop, Saviour] Univ Malta, Msida, Malta.
   [Konietzny, Jirka] Lulea Univ Technol, Lulea, Sweden.
RP Vella, J (reprint author), Univ Malta, Msida, Malta.
EM joseph.m.vella@um.edu.mt
RI Caruana, Albert/E-6018-2013; Konietzny, Jirka/J-3628-2015
OI Caruana, Albert/0000-0002-5815-8172; Konietzny,
   Jirka/0000-0002-8022-8835
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NR 44
TC 1
Z9 1
U1 5
U2 15
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD DEC
PY 2018
VL 23
IS 3-4
BP 226
EP 233
DI 10.1057/s41264-018-0050-0
PG 8
WC Business
SC Business & Economics
GA HI0DR
UT WOS:000456112800009
DA 2020-02-20
ER

PT J
AU Qtaish, O
   Fazea, Y
   Abuhamdeh, M
AF Qtaish, Osama
   Fazea, Yousef
   Abuhamdeh, Maher
TI Factors that affecting the Implementation of CRM in Commercial Banks
SO QUALITY-ACCESS TO SUCCESS
LA English
DT Article
DE CRM; success factors; customer satisfaction; customer relationship
   management; CRM components
AB Today, the banking sector in Jordan is witnessing fierce competition and they have to make efforts to remain in a competitive ambiguous market place. Banks have realised that managing customer relationships management (CRM) is a very important factor for their success. Implementations CRM to banking are still bellow these expectations as well as the number of unsuccessful projects are still relatively high. This paper attempts to extend the previous work on overcoming the CRM drawbacks by focusing on the factors which could positively affect the implementation of CRM. We investigate the most common factors that can leverage the implementation of CRM and what is more, based on the analysis of the main components of CRM (People, Processes and Technology). In this study the researchers designed a survey; the sample was collected from employees of Jordanian banks' as respondents for the research questionnaire in 2017. The aim of this study is to analyse the relationship between CRM component and CRM implementation failure for customer service workers in commercial Jordanian banks.
C1 [Qtaish, Osama; Abuhamdeh, Maher] Isra Univ, Amman, Jordan.
   [Fazea, Yousef] Univ Ultra Malaysia, Kedah, Malaysia.
RP Abuhamdeh, M (reprint author), Isra Univ, Amman, Jordan.
EM osama.qtaish@iu.edu.jo; Yosiffz@intemetworks.my;
   maher.abuhamdeh@iu.edu.jo
RI Fazea, Yousef/J-5706-2019
OI Fazea, Yousef/0000-0003-3544-2434
CR Ali M, 2003, INVESTIGATING IMPACT
   Alt R., 2004, SYSTEM SCI, P1
   Awwad M.S, 2012, JORDAN J BUSINESS AD, V8, P208
   Best J.W., 2003, RES ED
   Blery E, 2006, J FINANC SERV MARK, V11, P116, DOI 10.1057/palgrave.fsm.4760014
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   Buttle F., 2004, CUSTOMER RELATIONSHI
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NR 19
TC 0
Z9 0
U1 1
U2 5
PU SOC ROMANA PENTRU ASIGURAREA CALITATII
PI BUCHAREST
PA STR VASILE PARVAN NR 14, SECTOR 1, POSTAL CODE 010 216, BUCHAREST,
   00000, ROMANIA
SN 1582-2559
J9 QUAL-ACCESS SUCCESS
JI Qual.-Access Success
PD DEC
PY 2018
VL 19
IS 167
BP 80
EP 84
PG 5
WC Management
SC Business & Economics
GA HA5QI
UT WOS:000450330400009
DA 2020-02-20
ER

PT J
AU Hassani, M
   Shahin, A
   Kheradmandnia, M
AF Hassani, Maryam
   Shahin, Arash
   Kheradmandnia, Manouchehr
TI Service quality function deployment by the C-shaped QFD 3D matrix The
   case of post bank services
SO BENCHMARKING-AN INTERNATIONAL JOURNAL
LA English
DT Article
DE Performance aspects; C-shaped matrix; Customers requirements; Process
   characteristics; Three dimensional service QFD
ID CONCURRENT FUNCTION DEPLOYMENT; CUSTOMER REQUIREMENTS; PERFORMANCE;
   DIAGRAM
AB Purpose The purpose of this paper is to examine the application of C-shaped QFD 3D Matrix in comparing process characteristics (PC), performance aspects (PA) and customer requirements, simultaneously and to prioritize the first two sets, respectively. Design/methodology/approach A three dimensional matrix has been developed with three sets of PC, PA and customers' requirements and C-shaped matrix has been applied for simultaneous comparison of the dimensions and prioritization of the subsets of PC and PA. The proposed approach has been examined in a post bank. Findings
   Findings confirm the possibility of simultaneous comparison and prioritization of the three sets of dimensions of this study in post bank services. In addition, "growth and learning" and "bilateral relationship with suppliers" had the first priorities among PA and PC, respectively. Research limitations/implications While the proposed approach has many advantages, filling the matrixes is time-consuming. Since illustrating the 3D matrix was not possible, the matrix was separated into five two-dimensional matrixes. Originality/value Compared to the studied literature, the proposed approach is practically new in the post bank services.
C1 [Hassani, Maryam; Shahin, Arash] Univ Isfahan, Dept Management, Esfahan, Iran.
   [Kheradmandnia, Manouchehr] Univ Isfahan, Dept Stat, Esfahan, Iran.
RP Shahin, A (reprint author), Univ Isfahan, Dept Management, Esfahan, Iran.
EM maryam.hasanii@yahoo.com; arashshahin@hotmail.com;
   kheradmand@sci.ui.ac.ir
CR Akao Y., 1990, QUALITY FUNCTION DEP
   Beheshtinia MA, 2019, TOTAL QUAL MANAG BUS, V30, P808, DOI 10.1080/14783363.2017.1340830
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   Mazur G.H., 1997, P ASQCS 51 ANN QUAL
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   Mizuno S., 1994, QFD CUSTOMERDRIVEN A
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   Vezzetti E, 2016, INT J QUAL RELIAB MA, V33, P178, DOI 10.1108/IJQRM-07-2013-0112
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NR 41
TC 1
Z9 1
U1 0
U2 8
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1463-5771
EI 1758-4094
J9 BENCHMARKING
JI Benchmarking
PD NOV 29
PY 2018
VL 25
IS 9
BP 3386
EP 3405
DI 10.1108/BIJ-04-2017-0065
PG 20
WC Management
SC Business & Economics
GA HD4RY
UT WOS:000452516900003
DA 2020-02-20
ER

PT J
AU Milan, GS
   Slongo, LA
   Eberle, L
   De Toni, D
   Bebber, S
AF Milan, Gabriel Sperandio
   Slongo, Luiz Antonio
   Eberle, Luciene
   De Toni, Deonir
   Bebber, Suelen
TI Determinants of customer loyalty: a study with customers of a Brazilian
   bank
SO BENCHMARKING-AN INTERNATIONAL JOURNAL
LA English
DT Article
DE Customer loyalty; Switching costs; Perceived value; Bonding tactics;
   Service provider reputation
ID FINANCIAL SERVICES INDUSTRY; SWITCHING COSTS; PERCEIVED VALUE;
   CONSUMER-TRUST; SATISFACTION; QUALITY; REPUTATION; PERCEPTIONS;
   COMMITMENT; RETENTION
AB Purpose The purpose of this paper is to analyze customer loyalty in the context of existing relationships between Brazilian banking service provider and its customers in the context of B2C (Business-to-Consumer) relationships. Hence, a theoretical model was proposed and tested with banking services private individual customers taking into account perceived value, service provider reputation, financial bonding tactics, structural bonding tactics, social bonding tactics and switching costs as customer loyalty determinants. Design/methodology/approach A multivariate statistical approach with structural equations modeling was used in a 505 customer sample of the one prominent bank in Brazil. Findings Results indicate that the proposed theoretical model confirming a satisfactory fit, presenting a good explanatory power (R-2=0.738) and supporting that perceived value influences the service provider reputation; financial bonding tactics, structural bonding tactics and social bonding tactics influence perceived value; service provider reputation influences switching costs; switching costs influence customer loyalty and the social bonding tactics influence customer loyalty. Practical implications The results evidenced in the present research could serve as benchmarking for other researchers or managers connected to the financial service sector (or bank service) when looking for a better understanding about the antecedents of customer loyalty, adapting strategies and actions to stimulate and generate better market and economic-financial results for the institutions of this sector. Originality/value Finding out which constructs better explain customer loyalty, and its possible relations, is something relevant for the banking sector, once it can generate more effective managerial insights, positively making an impact in a customer portfolio performance, or the financial institution itself, from the construction, maintenance and strengthening of the relationships with customers.
C1 [Milan, Gabriel Sperandio] Univ Caxias Do Sul, Grad Program Adm, Caxias Do Sul, Brazil.
   [Slongo, Luiz Antonio] Univ Fed Rio Grande do Sul, Porto Alegre, RS, Brazil.
   [Eberle, Luciene] Univ Caxias Do Sul, Ctr Social Sci, Caxias Do Sul, Brazil.
   [De Toni, Deonir; Bebber, Suelen] Univ Caxias Do Sul, Caxias Do Sul, RS, Brazil.
   [De Toni, Deonir] Univ Caxias Do Sul, Mkt, Caxias Do Sul, RS, Brazil.
RP Bebber, S (reprint author), Univ Caxias Do Sul, Caxias Do Sul, RS, Brazil.
EM bebber.suelen@gmail.com
RI Eberle, Luciene/U-3529-2017; Bebber, Suelen/H-9607-2014; Milan, Gabriel
   Sperandio/I-6241-2012
OI Eberle, Luciene/0000-0002-0282-5626; Bebber, Suelen/0000-0003-2396-1106;
   Milan, Gabriel Sperandio/0000-0003-3480-2653
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NR 102
TC 0
Z9 0
U1 1
U2 7
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1463-5771
EI 1758-4094
J9 BENCHMARKING
JI Benchmarking
PD NOV 29
PY 2018
VL 25
IS 9
BP 3935
EP 3950
DI 10.1108/BIJ-08-2017-0231
PG 16
WC Management
SC Business & Economics
GA HD4RY
UT WOS:000452516900027
DA 2020-02-20
ER

PT J
AU Kochar, A
AF Kochar, Anjini
TI Branchless banking: Evaluating the doorstep delivery of financial
   services in rural India
SO JOURNAL OF DEVELOPMENT ECONOMICS
LA English
DT Article
DE Financial inclusion; Mobile technology; Savings
ID SOCIAL BANKING; INFORMATION
AB This paper evaluates the effect on household savings of India's recent financial inclusion drive, a drive that generated an unprecedented increase in access to financial institutions by using mobile technologies to deliver services practically at the doorstep of rural households. Using household data from just before and after the initiation of the policy, matched with village-level data on financial institutions, I identify the effects of access to financial institutions utilizing longitudinal variation in conjunction with geographic eligibility criterion that provided services to villages based on the size distribution of villages in the service area assigned to the bank.
C1 [Kochar, Anjini] Stanford Univ, Stanford Ctr Global Poverty & Dev, Stanford, CA 94305 USA.
RP Kochar, A (reprint author), Stanford Univ, Stanford Ctr Global Poverty & Dev, Stanford, CA 94305 USA.
EM anjini@stanford.edu
FU William and Flora Hewlett Foundation's quality education in developing
   countries (QEDC) program
FX This paper utilizes data collected for an evaluation of an education
   project generously funded by the William and Flora Hewlett Foundation's
   quality education in developing countries (QEDC) program. My thanks to
   my collaborators on that project, C.S. Nagabhushana, Kallan Gowda and N.
   Raghunathan, for their input and significant help with the data, which
   enabled this research. This research has benefitted significantly from
   comments by the editor and two anonymous referees.
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NR 35
TC 1
Z9 1
U1 4
U2 12
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0304-3878
EI 1872-6089
J9 J DEV ECON
JI J. Dev. Econ.
PD NOV
PY 2018
VL 135
BP 160
EP 175
DI 10.1016/j.jdeveco.2018.07.001
PG 16
WC Economics
SC Business & Economics
GA HA0IQ
UT WOS:000449892100010
DA 2020-02-20
ER

PT J
AU Park, HW
   Bernardin, T
AF Park, Hyun Woong
   Bernardin, Thomas
TI Liquidity, bank runs, and fire sales under local thinking
SO NORTH AMERICAN JOURNAL OF ECONOMICS AND FINANCE
LA English
DT Article
DE Bank runs; Fire sales; Bank liquidity; Banking crises; Local thinking
ID EQUILIBRIUM; INFORMATION; JUDGMENT; MARKETS; CRISIS; PANICS
AB We examine the implications on banking crises when markets are populated by agents that neglect tail risks and form expectations conditioned on a favorable subset of possible states of the economy. We find that optimal bank liquidity is lower than would be the case under rational expectations, and, consequently, the banking system is more vulnerable to adverse shocks, which lead to bank runs. Asset pledgeability of surviving banks is also affected so that their capacity to raise external funds for purchasing assets of distressed banks is weakened. Further, we examine the case when asset returns are correlated through securitization. In this case adverse shocks are felt uniformly across the banking sector and banks that survive with the help of a public liquidity backstop will become risk-averse and reluctant to purchase distressed assets. Finally, we explore a government funded asset purchase program, that is implemented with an asset price target.
C1 [Bernardin, Thomas] St Olaf Coll, Dept Econ, Northfield, MN 55057 USA.
   [Park, Hyun Woong] Denison Univ, Dept Econ, Granville, OH 43023 USA.
RP Park, HW (reprint author), Denison Univ, Dept Econ, Granville, OH 43023 USA.
EM parkhw@denison.edu; bernar1@stolaf.edu
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NR 23
TC 0
Z9 0
U1 1
U2 5
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 360 PARK AVE SOUTH, NEW YORK, NY 10010-1710 USA
SN 1062-9408
EI 1879-0860
J9 N AM J ECON FINANC
JI N. Am. Econ. Financ.
PD NOV
PY 2018
VL 46
BP 89
EP 102
DI 10.1016/j.najef.2018.04.001
PG 14
WC Business, Finance; Economics
SC Business & Economics
GA GZ0FY
UT WOS:000449038300006
DA 2020-02-20
ER

PT J
AU Matsuo, M
   Minami, C
   Matsuyama, T
AF Matsuo, Makoto
   Minami, Chieko
   Matsuyama, Takuya
TI Social influence on innovation resistance in internet banking services
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Social influence; Innovation resistance; Experience; Barriers; Internet
   banking
ID INFORMATION-TECHNOLOGY; USER ACCEPTANCE; CUTOFF CRITERIA; FIT INDEXES;
   ADOPTION; DETERMINANTS; SUSCEPTIBILITY; PERSPECTIVE; CUSTOMERS;
   INTENTION
AB The primary goal of this study was to examine the moderating effect of experiences on the relationship between social influence and innovation resistance. Multi-group structural equation modeling was performed to test the model, which used survey data on Japanese consumers' use of internet banking services. The results revealed that social influence directly reduced the innovation resistance of non-experienced consumers while directly enhancing the innovation resistance of experienced consumers. Moreover, the mediating effect of barriers was found to be different for experienced and non-experienced consumers. This paper contributes to a better understanding of innovation resistance and diffusion processes by clarifying the effect of social influence on innovation resistance, based on social learning and influence theories.
C1 [Matsuo, Makoto] Hokkaido Univ, Grad Sch Econ & Business Adm, Kita Ku, Kita9 Nishi7, Sapporo, Hokkaido 0600809, Japan.
   [Minami, Chieko] Kobe Univ, Grad Sch Business Adm, Nada Ku, 2-1 Rokkodai, Kobe, Hyougo 6578501, Japan.
   [Matsuyama, Takuya] JAPAN Post Bank Co Ltd, Counter Serv Sect, Chuo Ku, Kita2 Nishi 4, Sapporo, Hokkaido 0600002, Japan.
RP Matsuo, M (reprint author), Hokkaido Univ, Grad Sch Econ & Business Adm, Kita Ku, Kita9 Nishi7, Sapporo, Hokkaido 0600809, Japan.
EM mmatsuo@econ.hokudai.ac.jp; cminami@kobe-u.ac.jp
RI Matsuo, Makoto/F-1377-2018
FU JSPS KAKENHI (Japan Society for the Promotion of Science) [16H02035]
FX This work was supported by JSPS KAKENHI (Japan Society for the Promotion
   of Science) [Grant number 16H02035].
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NR 69
TC 0
Z9 0
U1 7
U2 37
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD NOV
PY 2018
VL 45
BP 42
EP 51
DI 10.1016/j.jretconser.2018.08.005
PG 10
WC Business
SC Business & Economics
GA GV8RB
UT WOS:000446411800005
DA 2020-02-20
ER

PT J
AU Gupta, SK
   Bansal, A
AF Gupta, Santosh Kumar
   Bansal, Anshika
TI YOUNG CUSTOMER'S ATTITUDE TOWARDS DIGITAL BANKING WITH SPECIAL REFERENCE
   TO PULIC AND PRIVATE BANK IN UTTRAKHAND
SO JIMS8M-THE JOURNAL OF INDIAN MANAGEMENT & STRATEGY
LA English
DT Article
DE Digital Banking; Customer Satisfaction; Banking Sector
AB Customers are the ones that are driving digitalization in every sphere of business, including banking. It has been in the form of Digital banking, which is now replacing the traditional banking. The banking sector in India has seen a number of changes. It becomes even more important to ascertain the customers' perception of the overall service quality and their satisfaction with the current online banking services. It is also a fact that digitizing banking helps customer to more information in less time. Customer satisfaction is an important factor to help banks to sustain competitive advantages. Most of the leading Indian banks have started providing digital banking services. Therefore, the purpose of this research is to search and examine the factors, which influence customer satisfaction towards digital banking. This study mainly focuses on investigating the major factors that influence online customers 'satisfaction with the overall service quality of their banks. This paper is descriptive in nature, and data has been collected through various primary and secondary sources. The major findings of the study are that majority of the customers are satisfied with the Digital Banking.
C1 [Gupta, Santosh Kumar] Govt PG Coll Kotdwar, Dept Commerce, Kotdwar, Uttarakhand, India.
   [Bansal, Anshika] HNB Garhwal Univ, Commerce, Srinagar, Uttarakhand, India.
RP Gupta, SK (reprint author), Govt PG Coll Kotdwar, Dept Commerce, Kotdwar, Uttarakhand, India.
CR Abdul Hakkeem M., 2015, IJSR INT J SCI RES, V4
   Al Haliq Hani A., 2016, ASIAN SOCIAL SCI, V12
   Kothari C. R., 2014, RES METHODOLOGY
   Rakesh H M, 2014, STUDY FACTORS INFLUE
   Subashini R., 2016, J INTERNET BANKING C, V21, P1
NR 5
TC 0
Z9 0
U1 0
U2 0
PU JAGANNATH INT MANAGEMENT SCH
PI NEW DELHI
PA OCF POCKET 9, SECTOR-B, VASANT KUNJ, NEW DELHI, 110 070, INDIA
SN 0973-9335
EI 0973-9343
J9 JIMS8M-J INDIAN MANA
JI JIMS8M-J. Indian Manag. Strategy
PD OCT-DEC
PY 2018
VL 23
IS 4
BP 23
EP 27
DI 10.5958/0973-9343.2018.00030.3
PG 5
WC Management
SC Business & Economics
GA IT2OR
UT WOS:000482691400006
DA 2020-02-20
ER

PT J
AU Vrincut, M
   Irimia, A
AF Vrincut, Mihai
   Irimia, Alexandra
TI The Quality of Banking Services as a Strategic Vector of National
   Development. The Start-up Nation Experience
SO QUALITY-ACCESS TO SUCCESS
LA English
DT Article
DE banking services quality; start-up; Pareto chart
AB We have witnessed in recent years the emergence of a number of programs that support financially the establishment of new firms (the so-called start-ups). Of these, the most prominent is the program launched by the Ministry of Business, Trade and Entrepreneurship under the title, Start-up Nation". The role of banks in this program has been and remains significant. This article gives a critical insight into the issues faced by last year's participants in this program, especially those related to the quality of banking services, and gives some suggestions for improvement to one of the banking institutions involved in the Start-up Nation program. We also point out the strategic vector role of the quality of banking services in the context of their involvement in the national development.
C1 [Vrincut, Mihai; Irimia, Alexandra] Bucharest Acad Econ Studies, Bucharest, Romania.
RP Vrincut, M (reprint author), Bucharest Acad Econ Studies, Bucharest, Romania.
EM mihai.vrincut@gmail.com
CR Russell Jesse, 2012, PARETO CHART
NR 1
TC 0
Z9 0
U1 0
U2 1
PU SOC ROMANA PENTRU ASIGURAREA CALITATII
PI BUCHAREST
PA STR VASILE PARVAN NR 14, SECTOR 1, POSTAL CODE 010 216, BUCHAREST,
   00000, ROMANIA
SN 1582-2559
J9 QUAL-ACCESS SUCCESS
JI Qual.-Access Success
PD OCT
PY 2018
VL 19
IS 166
BP 104
EP 106
PG 3
WC Management
SC Business & Economics
GA HA5QA
UT WOS:000450329400014
DA 2020-02-20
ER

PT J
AU Bamfo, BA
   Dogbe, CSK
   Mingle, H
AF Bamfo, Bylon ABeeku
   Dogbe, Courage Simon Kofi
   Mingle, Harry
TI Abusive customer behaviour and frontline employee turnover intentions in
   the banking industry: The mediating role of employee satisfaction
SO COGENT BUSINESS & MANAGEMENT
LA English
DT Article
DE Abusive; customer; misbehaviour; employee; satisfaction; turnover;
   intentions
ID STRUCTURAL EQUATION MODELS; JOB-SATISFACTION; EMOTIONAL EXHAUSTION;
   SERVICE ENCOUNTERS; ORGANIZATIONAL COMMITMENT; PROBLEMATIC CUSTOMERS;
   VERBAL AGGRESSION; INCIVILITY; MISBEHAVIOR; STRESS
AB Purpose-The study aims to examine the mediating role of frontline employee job satisfaction in the relationship between abusive customer behaviour and employee turnover intentions in the banking industry.
   Design/Methodology/Approach-The study sampled 186 frontline employees from 10 banks in the Ashanti Region of Ghana. The data analysis software used was STATA. The main method of data analysis was structural equation modelling; however, a confirmatory factor analysis was first conducted to check for the validity and reliability of the research instrument. A mediation analysis was finally conducted and confirmed using Sobel test.
   Findings-The study revealed that abusive customer behaviour has a negative and significant effect on frontline employee satisfaction in the banking sector. Frontline employee satisfaction also has a negative and significant effect on employee turnover intention in the banking industry. Abusive customer behaviour has a positive and significant effect on frontline employee turnover intentions in the banking sector. Frontline employee satisfaction also has a partial mediating effect on the relationship between abusive customer behaviour and employee turnover intentions in the banking industry.
   Originality/Value-In the banking industry, frontline employees such as tellers play a critical role as they serve as intermediaries between the banks and the public. However, empirical studies on the influence of customer behaviour on employees have largely concentrated on other sectors. Although literature supports the individual relationships among the variables studied, there existed a gap on the mediating role of employee satisfaction, especially in the banking sector.
C1 [Bamfo, Bylon ABeeku] Kwame Nkrumah Univ Sci & Technol, Mkt & Corp Strategy, Kumasi, Ashanti, Ghana.
   [Dogbe, Courage Simon Kofi] Jiangsu Univ, Business, Zhenjiang, Peoples R China.
   [Mingle, Harry] Standard Chartered Bank, Mkt, Kumasi, Ghana.
RP Bamfo, BA (reprint author), Kwame Nkrumah Univ Sci & Technol, Mkt & Corp Strategy, Kumasi, Ashanti, Ghana.
EM babamfo@hotmail.com; 5103181233@stmail.ujs.edu.cn; harry.mingle@sc.com
RI Dogbe, Courage Simon Kofi/I-7247-2019
OI Dogbe, Courage Simon Kofi/0000-0003-4658-4067
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NR 92
TC 2
Z9 2
U1 1
U2 9
PU TAYLOR & FRANCIS AS
PI OSLO
PA KARL JOHANS GATE 5, NO-0154 OSLO, NORWAY
SN 2331-1975
J9 COGENT BUS MANAG
JI Cogent Bus. Manag.
PD SEP 17
PY 2018
VL 5
IS 1
AR 1522753
DI 10.1080/23311975.2018.1522753
PG 15
WC Business
SC Business & Economics
GA GW7ZS
UT WOS:000447192800001
OA DOAJ Gold, Green Published
DA 2020-02-20
ER

PT J
AU Katagal, PR
   Mutkekar, RR
   Garag, AG
AF Katagal, Padmapriya R.
   Mutkekar, Rohit R.
   Garag, Anilkumar G.
TI Exploring Internet Banking Service Quality Attributes and It's Impact on
   Customer Satisfaction
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE e- banking; e services; service quality; customer satisfaction
AB Purpose: The paper focuses on studying the perceptions of customers towards e banking service quality in North Karnataka. It underlines the important e service attributes from customer point of view. It also evaluates the important of e- service dimensions on developing customer satisfaction.
   Design: The descriptive research design is adopted. The survey method is used for data collection. The e banking customers of north Karnataka are the respondents for the research. Data is tested using the factor analysis, correlation analysis and Regression analysis.
   Findings of the study: The various E- service quality dimensions identified by the different researchers were explored. The factor analyses explored the five dimensions named as Reliability and Convenience, Website Aesthetics, Privacy and Confidentiality; Responsiveness and Safety. Regression analyses confirmed that the identified dimensions of e-services of banks are important predictors of customer satisfaction in North Karnataka.
C1 [Katagal, Padmapriya R.] BETs Global Business Sch, Belagavi, Karnataka, India.
   [Mutkekar, Rohit R.] Goa Inst Management, Sattari, Goa, India.
RP Katagal, PR (reprint author), BETs Global Business Sch, Belagavi, Karnataka, India.
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NR 16
TC 1
Z9 1
U1 0
U2 4
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD SEP
PY 2018
VL 11
IS 3
BP 18
EP 27
PG 10
WC Business
SC Business & Economics
GA HE1PM
UT WOS:000453044700003
DA 2020-02-20
ER

PT J
AU Hurd, TR
AF Hurd, T. R.
TI BANK PANICS AND FIRE SALES, INSOLVENCY AND ILLIQUIDITY
SO INTERNATIONAL JOURNAL OF THEORETICAL AND APPLIED FINANCE
LA English
DT Article
DE Systemic risk; banking network; stock flow consistency; asset liability
   symmetry; cascade; interbank exposure; funding liquidity; insolvency;
   indirect contagion; asset fire sales; bank panics
ID RISK; CONTAGION; LIQUIDITY
AB Banking system crises are complex events that in a short span of time can inflict extensive damage to banks themselves and to the external economy. The crisis literature has so far identified a number of distinct effects or channels that can propagate distress contagiously both directly within the banking network itself and indirectly, between the network and the external economy. These contagious effects, and the potential events that trigger these effects, can explain most aspects of past crises, and are thought to be likely to dominate future financial crises. Since the current international financial regulatory regime based on the Basel III Accord does a good job of ensuring that banks are resilient to such contagion effects taken one at a time, systemic risk theorists increasingly understand that future crises are likely to he dominated by the spillovers between distinct contagion channels. The present paper aims to provide a model for systemic risk that. is comprehensive enough to include the important contagion channels identified in the literature. In such a model one can hope to understand the dangerous spillover effects that are expected to dominate future crises. To rein in the number and complexity of the modelling assumptions, two requirements are imposed, neither of which is yet well-known or established in the main stream of systemic risk research. The first, called stock-flow consistency, demands that the financial system follows a rigorous set of rules based on accounting principles. The second requirement, called asset-liability symmetry, implies that every proposed contagion channel has a dual channel obtained by interchanging assets and liabilities, and that. these dual channel pairs have a symmetric mathematical representation.
C1 [Hurd, T. R.] McMaster Univ, Math & Stat, 1280 Main St West, Hamilton, ON L8S 4L8, Canada.
RP Hurd, TR (reprint author), McMaster Univ, Math & Stat, 1280 Main St West, Hamilton, ON L8S 4L8, Canada.
EM hurdt@mcmaster.ca
OI Hurd, Thomas/0000-0003-1131-5502
FU Natural Sciences and Engineering Research Council of CanadaNatural
   Sciences and Engineering Research Council of Canada; Forschungsinstitut
   fur Mathematik at ETH Zurich; Centre Interfacultaire Bernoulli at EPF
   Lausanne
FX This project was funded by the Natural Sciences and Engineering Research
   Council of Canada. The author also gratefully acknowledges the support
   of the Forschungsinstitut fur Mathematik at ETH Zurich and the Centre
   Interfacultaire Bernoulli at EPF Lausanne, as well as extensive
   discussions with Grzegorz Halaj of the European Central Bank and Kartik
   Anand of Deutsche Bundesbank.
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NR 43
TC 0
Z9 0
U1 1
U2 5
PU WORLD SCIENTIFIC PUBL CO PTE LTD
PI SINGAPORE
PA 5 TOH TUCK LINK, SINGAPORE 596224, SINGAPORE
SN 0219-0249
EI 1793-6322
J9 INT J THEOR APPL FIN
JI Int. J. Theor. Appl. Financ.
PD SEP
PY 2018
VL 21
IS 6
SI SI
AR 1850040
DI 10.1142/S0219024918500401
PG 30
WC Business, Finance
SC Business & Economics
GA GV5RQ
UT WOS:000446160300005
DA 2020-02-20
ER

PT J
AU Patterson, Z
   McEachern, MG
AF Patterson, Zoe
   McEachern, Morven G.
TI Financial service providers: Does it matter if banks don't behave
   ethically?
SO INTERNATIONAL JOURNAL OF CONSUMER STUDIES
LA English
DT Article
DE consumer awareness and behaviour; ethical consumer behaviour; ethical
   motivation; financial services; phenomenological interviews
ID PURCHASE BEHAVIOR; BUYING BEHAVIOR; CONSUMER; CONSUMPTION; INFORMATION;
   ELICITATION; INTENTIONS; INTERVIEWS; MOTIVATION; SEARCH
AB The ethical consumer literature predominantly concentrates on fast-moving consuming goods and thus, neglects insights to consumer behaviour within ethical services. As the financial services sector continues to grow in the UK, this paper addresses this anomaly by providing further insight into consumers and their ethical banking practices. More specifically, it examines their motivations as well as the trade-offs and barriers which prevent greater uptake. Using a combination of in-depth interviews and projective techniques, the research draws on Freestone and McGoldrick's model to reveal a lack of awareness towards ethical financial service providers and sheds light on various perceptions regarding what constitutes an ethical financial service. Additionally, numerous underlying personal benefits of ethical financial services became apparent alongside consumer expectations of customer care. In conclusion, our findings help to create a revised model which identifies more precisely the stages of ethical awareness, motivation and behaviour of ethical consumers both in the context of ethical financial services but also ethical consumption practices in general.
C1 [Patterson, Zoe] Univ Manchester, Alliance Manchester Business Sch, Manchester, Lancs, England.
   [McEachern, Morven G.] Univ Huddersfield, Huddersfield Business Sch, Huddersfield HD1 3HE, W Yorkshire, England.
RP McEachern, MG (reprint author), Univ Huddersfield, Huddersfield Business Sch, Huddersfield HD1 3HE, W Yorkshire, England.
EM m.mceachern@hud.ac.uk
RI McEachern, Morven/J-2867-2019
OI McEachern, Morven/0000-0002-2538-494X
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NR 90
TC 0
Z9 0
U1 0
U2 3
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1470-6423
EI 1470-6431
J9 INT J CONSUM STUD
JI Int. J. Consum. Stud.
PD SEP
PY 2018
VL 42
IS 5
BP 489
EP 500
DI 10.1111/ijcs.12452
PG 12
WC Business
SC Business & Economics
GA GT7CJ
UT WOS:000444677700004
DA 2020-02-20
ER

PT J
AU Abid, L
   Masmoudi, A
   Zouari-Ghorbel, S
AF Abid, Lobna
   Masmoudi, Afif
   Zouari-Ghorbel, Sonia
TI The Consumer Loan's Payment Default Predictive Model: an Application of
   the Logistic Regression and the Discriminant Analysis in a Tunisian
   Commercial Bank
SO JOURNAL OF THE KNOWLEDGE ECONOMY
LA English
DT Article
DE Consumer credit; Credit risk; Logistic regression; Discriminant
   analysis; Tunisian commercial bank
ID CREDIT SCORING MODEL; NEURAL-NETWORK; BANKRUPTCY PREDICTION; RISK;
   MACHINES
AB Consumer credit scoring is often considered as a classification task where borrowers receive a good or a bad credit status. The current paper attempts to uncover the issue of allocating credits to bad borrowers. In this respect, consumer credit scoring is a measure taken to overcome challenges encountered by Tunisian banks in the process of granting credits. These challenges stand as initiatives to enable banks to predict the future performance of borrowers, to determine the optimal credit limit with regard to the applicants' repayment behavior, and to ensure their efficiency through automating the credit-granting decision process.
   To reach this end, we use the logistic regression as well as the discriminant analysis in order to develop predictive models that distinguish between "good" and "bad" borrowers. The data have been collected from a commercial Tunisian bank over a 3-year period, from 2010 to 2012. These data consist of four selected and ordered variables. By comparing the respective performances of the logistic regression (LR) and the discriminant analysis (DA), we notice that the LR model yields a 99 % good classification rate in predicting customer types, and then, a significantly low error rate (1 %), as compared with the DA approach (where the good classification rate is only equal to 68.49 %, leading to a significantly high error rate, i.e., 31.51 %).
   Though the study is limited to a Tunisian commercial bank, it remains an attempt to minimize the rate of nonperforming loans.
C1 [Abid, Lobna] Univ Sfax, Fac Econ & Management Sfax, Dept Econ Dev, Airport Rd Km 4-5,BP 3018, Sfax, Tunisia.
   [Masmoudi, Afif] Fac Sci Sfax, Dept Math, Soukra Rd Km 3-5,BP 1171, Sfax, Tunisia.
   [Zouari-Ghorbel, Sonia] Univ Sfax, Inst Business Adm Sfax, Dept Econ Dev, Airport Rd Km 4-5,BP 3018, Sfax, Tunisia.
RP Abid, L (reprint author), Univ Sfax, Fac Econ & Management Sfax, Dept Econ Dev, Airport Rd Km 4-5,BP 3018, Sfax, Tunisia.
EM lobnabid@yahoo.fr
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NR 28
TC 0
Z9 0
U1 0
U2 7
PU SPRINGER
PI NEW YORK
PA 233 SPRING ST, NEW YORK, NY 10013 USA
SN 1868-7865
EI 1868-7873
J9 J KNOWL ECON
JI J. Knowl. Econ.
PD SEP
PY 2018
VL 9
IS 3
SI SI
BP 948
EP 962
DI 10.1007/s13132-016-0382-8
PG 15
WC Economics
SC Business & Economics
GA GQ8IL
UT WOS:000441996500013
DA 2020-02-20
ER

PT J
AU Liang, CC
   Nguyen, NL
AF Liang, Chih-Chin
   Ngoc Ly Nguyen
TI Marketing strategy of internet-banking service based on perceptions of
   service quality in Vietnam
SO ELECTRONIC COMMERCE RESEARCH
LA English
DT Article
DE Internet-banking services; Clustering analysis; Service quality
ID MOBILE BANKING; CONSUMER; ONLINE; MODEL; SEGMENTATION; SYSTEMS; TRUST;
   RISK
AB Internet banks can provide a convenient and effective method of managing personal finances because customers can easily access them without constraints of time or place. Following the international trend, Vietnam, an emerging country with a rapidly growing banking industry, is no exception in the provision of Internet-banking services. However, how to provide services that users require is an important consideration for banks that are developing service products. Although service quality is important to users when selecting banking services, the effects of perceived service quality on customer adoption of Internet-banking services have received little attention. This investigation designed a questionnaire to understand the aspects of service quality that influence intention to adopt Internet-banking services for three groups of Vietnamese customers. The descriptive variables used to determine the features of these three consumer groups are verified, and include demographics, customer behaviors, customer satisfaction, and customer loyalty. Finally, marketing strategies for the three clusters are presented to help Vietnamese banks promote Internet-banking services.
C1 [Liang, Chih-Chin; Ngoc Ly Nguyen] Natl Formosa Univ, Dept Business Adm, Huwei Township, Yunlin, Taiwan.
RP Liang, CC (reprint author), Natl Formosa Univ, Dept Business Adm, Huwei Township, Yunlin, Taiwan.
EM lgcwow@gmail.com; phieu_pk@yahoo.com
RI Liang, Chih-Chin/G-5644-2012
OI Liang, Chih-Chin/0000-0001-9658-9777
FU Ministry of Science and Technology of the Republic of China,
   TaiwanMinistry of Science and Technology, Taiwan [103-2410-H-150-004-]
FX The author would like to thank the Ministry of Science and Technology of
   the Republic of China, Taiwan, for financially supporting this research
   under Contract No. 103-2410-H-150-004-.
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NR 60
TC 1
Z9 1
U1 3
U2 44
PU SPRINGER
PI DORDRECHT
PA VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT, NETHERLANDS
SN 1389-5753
EI 1572-9362
J9 ELECTRON COMMER RES
JI Electron. Commer. Res.
PD SEP
PY 2018
VL 18
IS 3
BP 629
EP 646
DI 10.1007/s10660-017-9261-z
PG 18
WC Business; Management
SC Business & Economics
GA GO4ZW
UT WOS:000440028100009
DA 2020-02-20
ER

PT J
AU Sautner, Z
   Vladimirov, V
AF Sautner, Zacharias
   Vladimirov, Vladimir
TI Indirect Costs of Financial Distress and Bankruptcy Law: Evidence from
   Trade Credit and Sales
SO REVIEW OF FINANCE
LA English
DT Article
DE Indirect costs of financial distress; Bankruptcy law; Workouts;
   Out-of-court-restructurings; Financial distress
ID DEBT; RISK; DEFAULT; REORGANIZATION; ENFORCEMENT; INVESTMENT;
   CHAPTER-11; WORKOUTS; REFORM; CODES
AB We argue that stronger debt enforcement in bankruptcy can reduce indirect costs of financial distress: (i) by increasing the likelihood of restructuring outside bankruptcy and (ii) by improving the recovery rate of stakeholders, such as trade creditors, through explicit legal provisions. Consistent with these predictions, we find that when debt enforcement is stronger, financially distressed firms are less exposed to indirect distress costs in the form of reduced access to trade credit and forgone sales. We document these effects in a panel of firms from forty countries with heterogeneous debt enforcement characteristics and in differences-in-differences tests exploiting several recent bankruptcy reforms.
C1 [Sautner, Zacharias] Frankfurt Sch Finance & Management, Frankfurt, Germany.
   [Vladimirov, Vladimir] Univ Amsterdam, Amsterdam, Netherlands.
RP Sautner, Z (reprint author), Frankfurt Sch Finance & Management, Frankfurt, Germany.
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NR 50
TC 4
Z9 4
U1 4
U2 8
PU OXFORD UNIV PRESS
PI OXFORD
PA GREAT CLARENDON ST, OXFORD OX2 6DP, ENGLAND
SN 1572-3097
EI 1573-692X
J9 REV FINANC
JI Rev. Financ.
PD AUG
PY 2018
VL 22
IS 5
BP 1667
EP 1704
DI 10.1093/rof/rfx032
PG 38
WC Business, Finance; Economics
SC Business & Economics
GA HI7YR
UT WOS:000456672800002
DA 2020-02-20
ER

PT J
AU Pousttchi, K
   Dehnert, M
AF Pousttchi, Key
   Dehnert, Maik
TI Exploring the digitalization impact on consumer decision-making in
   retail banking
SO ELECTRONIC MARKETS
LA English
DT Article
DE Digitalization; Retail banking; Consumer behavior; Decision; Choice;
   FinTech
ID SELF-SERVICE TECHNOLOGIES; INFORMATION SEARCH; USAGE INTENTIONS; PRODUCT
   SEARCH; CHOICE MODE; E-COMMERCE; ONLINE; SATISFACTION; EFFICACY;
   INTERNET
AB Retail banking has undergone a massive transformation in the last few years. A major aspect is changing consumer behavior. The aim of the paper is to better understand retail banking consumers regarding the impact of digitalization. Consequently, we acquired online consumer review data from Germany, the UK and US. We analyzed the data using coding techniques of grounded theory, supported by interdisciplinary literature to identify and categorize the relevant influence factors. The outcome of the paper is an integrated model of consumer decision-making in today's retail banking along with four detailed partial models of the respective decision stages.
C1 [Pousttchi, Key; Dehnert, Maik] Univ Potsdam, Business Informat & Digitalizat, August Bebel Str 89, D-14482 Potsdam, Germany.
RP Pousttchi, K (reprint author), Univ Potsdam, Business Informat & Digitalizat, August Bebel Str 89, D-14482 Potsdam, Germany.
EM pousttchi@uni-potsdam.de; dehnert@uni-potsdam.de
OI Pousttchi, Key/0000-0002-3666-5448
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NR 182
TC 9
Z9 9
U1 16
U2 90
PU SPRINGER HEIDELBERG
PI HEIDELBERG
PA TIERGARTENSTRASSE 17, D-69121 HEIDELBERG, GERMANY
SN 1019-6781
EI 1422-8890
J9 ELECTRON MARK
JI Electron. Mark.
PD AUG
PY 2018
VL 28
IS 3
BP 265
EP 286
DI 10.1007/s12525-017-0283-0
PG 22
WC Business; Management
SC Business & Economics
GA GS1VR
UT WOS:000443324000003
DA 2020-02-20
ER

PT J
AU Kebede, AM
   Tegegne, ZL
AF Kebede, Alemu Muleta
   Tegegne, Zewdu Lake
TI The effect of customer relationship management on bank performance: In
   context of commercial banks in Amhara Region, Ethiopia
SO COGENT BUSINESS & MANAGEMENT
LA English
DT Article
DE knowledge management; CRM organization; technology-based CRM and key
   customer focus; Subject: Customer Relationship Management and
   organizational Performance
ID FIRM PERFORMANCE
AB This study examined the effects of Customer Relationship Management (CRM) practices on commercial banks performance in Amhara region, Ethiopia. However, the scarcity of research studies concerning CRM is still a major issue within the context of developing countries organizations like Ethiopia. Such research concept will help to improve the performance of the bank especially to improve the level of customers' satisfaction, which could be achieved by implementing best practices of CRM. For purpose of this study, dimensions of CRM practices are Key Customer Focus, Knowledge Management, CRM organization and Technology-Based CRM. The study deals with various factors influencing commercial banks, that is, Bank performance. These are Key Customer Focus, CRM organization, Knowledge Management and Technology-Based CRM. This study deployed Binary-Logistics regression model to analyze the effect of these factors on the performance of the bank. Customers of commercial banks were selected to fill self-administered questions related to CRM die response rate reached 94.4%. All dimensions of CRM considered in this study were found statistically significant (at p value of 0.05) in determining the performance of commercial banks. According to the binary regression result, Knowledge Management is more important factor in determining bank performances.
C1 [Kebede, Alemu Muleta; Tegegne, Zewdu Lake] Bahir Dar Univ, Coll Business & Econ, Bahir Dar, Ethiopia.
RP Kebede, AM (reprint author), Bahir Dar Univ, Coll Business & Econ, Bahir Dar, Ethiopia.
EM alemu.alex2009@gmail.com; lkzedd@gmail.com
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NR 18
TC 0
Z9 0
U1 3
U2 17
PU TAYLOR & FRANCIS AS
PI OSLO
PA KARL JOHANS GATE 5, NO-0154 OSLO, NORWAY
SN 2331-1975
J9 COGENT BUS MANAG
JI Cogent Bus. Manag.
PD JUL 27
PY 2018
VL 5
IS 1
AR UNSP 1499183
DI 10.1080/23311975.2018.1499183
PG 9
WC Business
SC Business & Economics
GA GO4ZH
UT WOS:000440026400001
OA DOAJ Gold, Green Published
DA 2020-02-20
ER

PT J
AU Buono, I
   Formai, S
AF Buono, Ines
   Formai, Sara
TI The heterogeneous response of domestic sales and exports to bank credit
   shocks
SO JOURNAL OF INTERNATIONAL ECONOMICS
LA English
DT Article
DE Export; Sales; Bank lending channel; Credit shocks; Mergers and
   acquisitions
ID MERGERS; TRADE; FIRMS; CONSOLIDATION; AVAILABILITY; INVESTMENT;
   CONTRACTS; INDUSTRY; GROWTH; MARKET
AB This paper analyzes how bank credit affects foreign and domestic sales. We use Italian matched bank-firm data and exploit bank mergers and acquisitions as a novel instrument to establish a causal link. We find that shocks to the supply of bank credit induce exporters to decrease their export flows, without affecting their domestic sales. On the other hand, non-exporters react by reducing their domestic sales. We argue that these differences are not driven by the kind of flow, but by the kind of firm: exporters and non-exporters differ in how they can react when facing credit constraints. (C) 2018 Elsevier B.V. All rights reserved.
C1 [Buono, Ines; Formai, Sara] Bank Italy, Directorate Gen Econ Stat & Res, Rome, Italy.
RP Buono, I (reprint author), Bank Italy, Directorate Gen Econ Stat & Res, Rome, Italy.
EM ines.buono@bancaditalia.it; sara.formai@bancaditalia.it
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NR 46
TC 0
Z9 0
U1 1
U2 5
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0022-1996
EI 1873-0353
J9 J INT ECON
JI J. Int. Econ.
PD JUL
PY 2018
VL 113
BP 55
EP 73
DI 10.1016/j.jinteco.2018.03.001
PG 19
WC Economics
SC Business & Economics
GA GP7US
UT WOS:000441116700004
DA 2020-02-20
ER

PT J
AU Kingshott, RPJ
   Sharma, P
   Chung, HFL
AF Kingshott, Russel P. J.
   Sharma, Piyush
   Chung, Henry F. L.
TI The impact of relational versus technological resources on e-loyalty: A
   comparative study between local, national and foreign branded banks
SO INDUSTRIAL MARKETING MANAGEMENT
LA English
DT Article
DE Business-to-business marketing; Relationship marketing; Online
   technologies; Branding; Banks; SME customers
ID BUYER-SELLER RELATIONSHIPS; MULTIPLE-ITEM SCALE; SERVICE QUALITY;
   CUSTOMER SATISFACTION; MOBILE BANKING; TRUST; PERFORMANCE; COMMITMENT;
   VIEW; CONSEQUENCES
AB The emergence of online and mobile technologies has necessitated the need to re-examine the viability of relationship marketing in nurturing business-to-business service relationships. By drawing upon the resource based view (RBV), social exchange (SE) theory and socio-technical systems (STS) theory, this research explores the differences in the process by which local, national and foreign branded banks are able to integrate their online platforms into their relational efforts. Data from a sample of 336 small and medium-sized business customers in the New Zealand banking industry shows that both offline and online service quality affect satisfaction with their e-banking services, which in turn affect the trust and commitment towards the bank and loyalty towards e-banking. In addition, the effect of trust and commitment on loyalty towards e-banking is significantly stronger for the local and national branded banks compared to foreign branded banks. Our findings extend current research on B2B relationship marketing and offer useful managerial insights for professional B2B services providers.
C1 [Kingshott, Russel P. J.; Sharma, Piyush] Curtin Univ, Fac Business & Law, Sch Mkt, Kent St, Bentley, WA 6102, Australia.
   [Chung, Henry F. L.] Massey Univ Auckland, Massey Business Sch, Sch Commun Journalism & Mkt, Private Bag 102904, Auckland 0745, New Zealand.
RP Chung, HFL (reprint author), Massey Univ Auckland, Massey Business Sch, Sch Commun Journalism & Mkt, Private Bag 102904, Auckland 0745, New Zealand.
EM r.kingshott@curtin.edu.au; piyush.sharma@curtin.edu.au;
   h.chung@massey.ac.nz
RI Sharma, Piyush/D-3562-2012; Kingshott, Russel/I-3027-2017
OI Sharma, Piyush/0000-0002-6953-3652; Kingshott,
   Russel/0000-0003-3749-9813
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NR 94
TC 3
Z9 3
U1 4
U2 25
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 360 PARK AVE SOUTH, NEW YORK, NY 10010-1710 USA
SN 0019-8501
EI 1873-2062
J9 IND MARKET MANAG
JI Ind. Mark. Manage.
PD JUL
PY 2018
VL 72
BP 48
EP 58
DI 10.1016/j.indmarman.2018.02.011
PG 11
WC Business; Management
SC Business & Economics
GA GO0ZX
UT WOS:000439676300006
DA 2020-02-20
ER

PT J
AU Shareef, MA
   Baabdullah, A
   Dutta, S
   Kumar, V
   Dwivedi, YK
AF Shareef, Mahmud Akhter
   Baabdullah, Abdullah
   Dutta, Shantanu
   Kumar, Vinod
   Dwivedi, Yogesh K.
TI Consumer adoption of mobile banking services: An empirical examination
   of factors according to adoption stages
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Banking functions; Virtual banking service; Mobile banking; Static
   banking; Interaction banking; Transactional banking; Consumer behavior;
   Adoption
ID INITIAL TRUST; USER ACCEPTANCE; PERCEIVED EASE; MODEL; INTENTION;
   ATTRIBUTES; BEHAVIOR; UTAUT; TTF
AB Many seminal studies have explored consumers' attitude and perception to adopt mobile banking as a general and unique service channel. However, no empirical studies have so far addressed consumers' intentions to select mobile banking service delivery channel from behavioral, technological, social, cultural, and organizational perspectives for the three distinct stages like static, interaction, and transaction service. This quantitative study investigates consumers' behavioral intentions to adopt mobile banking at the three distinct service stages. It is designed to examine this behavioral pattern based on the theoretical concept of GAM model. In this regard, an extensive empirical study was conducted among mobile banking service receivers in Bangladesh. The results reveal that driving factors of consumers' behavioral intentions to adopt mobile banking at the static, interaction, and transaction service phases are significantly different, providing important theoretical and practical contributions.
C1 [Shareef, Mahmud Akhter] North South Univ, Sch Business & Econ, Dhaka, Bangladesh.
   [Baabdullah, Abdullah] King Abdulaziz Univ, Fac Econ & Adm, Dept Management Informat Syst, Jeddah, Saudi Arabia.
   [Dutta, Shantanu] Univ Ottawa, Telfer Sch Management, Ottawa, ON, Canada.
   [Kumar, Vinod] Carleton Univ, Sprott Sch Business, Ottawa, ON, Canada.
   [Dwivedi, Yogesh K.] Swansea Univ, Sch Management, Emerging Markets Res Ctr EMaRC, Bay Campus,Fabian Way, Swansea SA1 8EN, W Glam, Wales.
RP Dwivedi, YK (reprint author), Swansea Univ, Sch Management, Emerging Markets Res Ctr EMaRC, Bay Campus,Fabian Way, Swansea SA1 8EN, W Glam, Wales.
EM mahmud_akh@yahoo.com; baabdullah@kau.edu.sa;
   Shantanu.Dutta@telfer.uottawa.ca; vinod.kumar@carleton.ca;
   ykdwivedi@gmail.com
RI Dwivedi, Yogesh Kumar/A-5362-2008
OI Dwivedi, Yogesh Kumar/0000-0002-5547-9990
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NR 88
TC 22
Z9 22
U1 7
U2 28
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD JUL
PY 2018
VL 43
BP 54
EP 67
DI 10.1016/j.jretconser.2018.03.003
PG 14
WC Business
SC Business & Economics
GA GI9HB
UT WOS:000434834700007
DA 2020-02-20
ER

PT J
AU Al-Salim, MIA
AF Al-Salim, Majda I. Ayoub
TI A closer look at the relationship of entry-level bank employees'
   leadership attributes and customer satisfaction
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Entry Level employees; Leadership Attributes; Customer Satisfaction
ID SERVICE
AB The purpose of this quantitative research was to measure customer satisfaction with bank tellers and bank teller leadership attributes and to determine the relationships between the two and the effect of gender on the ratings. Data were collected at three bank branches in West Amman-Jordan with 126 bank customers. The results revealed statistically significant differences in the ratings of the leadership attributes: Ethics had highest ratings while innovation had the lowest ratings. There were significantly different gender ratings in two leadership attributes such that women's ratings were higher than the men's in bank knowledge and communication leadership attributes. Also, men and women differed significantly on satisfaction; women were more satisfied than men. Moreover, results revealed that satisfaction correlated directly, strongly, and significantly with all five leadership attributes. Additionally, results showed that bank knowledge, innovation, and gender all made unique and statistically significant contributions to predicting satisfaction with bank tellers.
C1 [Al-Salim, Majda I. Ayoub] Amer Univ Madaba, POB 2882, Amman 11821, Jordan.
RP Al-Salim, MIA (reprint author), Amer Univ Madaba, POB 2882, Amman 11821, Jordan.
EM m.ayoub@aum.edu.jo
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NR 36
TC 0
Z9 0
U1 0
U2 4
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD JUN
PY 2018
VL 23
IS 2
BP 91
EP 103
DI 10.1057/s41264-018-0047-8
PG 13
WC Business
SC Business & Economics
GA GT9XQ
UT WOS:000444901100002
OA Other Gold
DA 2020-02-20
ER

PT J
AU Allen, J
   Basiri, K
AF Allen, Jason
   Basiri, Kiana
TI Impact of Bankruptcy Reform on Consumer Insolvency Choice
SO CANADIAN PUBLIC POLICY-ANALYSE DE POLITIQUES
LA English
DT Article
DE consumer bankruptcy; debt restructuring; bankruptcy reform; household
   debt
ID FINANCIAL REORGANIZATION; PERSONAL BANKRUPTCY; EMPIRICAL-ANALYSIS;
   DEFAULT; DECISION; CREDIT
AB We examine the impact of the 2009 amendments to the Canadian Bankruptcy and Insolvency Act on consumer insolvency decisions. The amendments were successful in steering debtors out of Division I debt restructuring and into the more cost-effective Division II debt restructuring. Although total insolvencies remained flat after the amendments, they led to a significant substitution out of bankruptcies and into debt restructuring. The extent of substitution greatly depends on regional and individual circumstances. For example, generous asset exemptions under bankruptcy at the provincial level discourage debt restructuring, whereas home ownership encourages it. Our results show, therefore, that the impact of national bankruptcy policies can have sizably different impacts at the regional level.
C1 [Allen, Jason] Bank Canada, Financial Markets Dept, Ottawa, ON, Canada.
   [Basiri, Kiana] HEC Montreal, Inst Appl Econ, Montreal, PQ, Canada.
RP Allen, J (reprint author), Bank Canada, Financial Markets Dept, Ottawa, ON, Canada.
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NR 26
TC 0
Z9 0
U1 0
U2 2
PU CANADIAN PUBLIC POLICY
PI GUELPH
PA UNIV GUELPH, ROOM 039 MACKINNON BLDG, GUELPH, ONTARIO N1G 2W1, CANADA
SN 0317-0861
J9 CAN PUBLIC POL
JI Can. Public Policy-Anal. Polit.
PD JUN
PY 2018
VL 44
IS 2
BP 100
EP 111
DI 10.3138/cpp.2017-055
PG 12
WC Economics; Public Administration
SC Business & Economics; Public Administration
GA GP0VD
UT WOS:000440528400002
DA 2020-02-20
ER

PT J
AU Dou, YW
   Ryan, SG
   Xie, BQ
AF Dou, Yiwei
   Ryan, Stephen G.
   Xie, Biqin
TI The Real Effects of FAS 166/167 on Banks' Mortgage Approval and Sale
   Decisions
SO JOURNAL OF ACCOUNTING RESEARCH
LA English
DT Article
DE variable interest entities; consolidation; banks; mortgage approval;
   mortgage sale
ID FINANCIAL STABILITY; CAPITAL INVESTMENT; SHADOW BANKING; LIQUIDITY RISK;
   SECURITIZATION; MANAGEMENT; FRAGILITY; CRISIS
AB We examine the real effects of FAS 166 and FAS 167 on banks' loan-level mortgage approval and sale decisions. Effective in 2010, these standards tightened the accounting for securitizations and consolidation of securitization entities, respectively, causing banks to recognize an estimated $811 billion of securitized assets on balance sheet. We find that banks that recognize more securitized assets exhibit larger decreases in mortgage approval rates and larger increases in mortgage sale rates. These effects significantly exceed those of banks' off-balance sheet securitized assets, consistent with our results being driven by the consolidation of securitization entities rather than by securitization per se. We conduct tests that help rule out the financial crisis as an alternative explanation for our results. Further analyses suggest that mechanisms underlying the results include consolidating banks' reduced regulatory capital adequacy, increased market discipline, and consequent desire not to recognize high-risk mortgages on balance sheet.
C1 [Dou, Yiwei; Ryan, Stephen G.] NYU, New York, NY 10003 USA.
   [Xie, Biqin] Penn State Univ, University Pk, PA 16802 USA.
RP Dou, YW (reprint author), NYU, New York, NY 10003 USA.
RI Dou, Yiwei/F-2424-2018
OI Dou, Yiwei/0000-0002-3231-3074
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NR 53
TC 4
Z9 4
U1 9
U2 20
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0021-8456
EI 1475-679X
J9 J ACCOUNT RES
JI J. Account. Res.
PD JUN
PY 2018
VL 56
IS 3
BP 843
EP 882
DI 10.1111/1475-679X.12204
PG 40
WC Business, Finance
SC Business & Economics
GA GI1HM
UT WOS:000434121300003
DA 2020-02-20
ER

PT J
AU Northwood, JM
   Rhine, SLW
AF Northwood, Joyce M.
   Rhine, Sherrie L. W.
TI Use of Bank and Nonbank Financial Services: Financial Decision Making by
   Immigrants and Native Born
SO JOURNAL OF CONSUMER AFFAIRS
LA English
DT Article
ID UNITED-STATES; SELF-EMPLOYMENT; ETHNIC ENCLAVES; DETERMINANTS;
   ASSIMILATION; LOCATIONS; PROVIDERS; PATTERNS; CHOICE
AB This study examines the joint decisions made by immigrant and native-born families about whether or not to have a bank account and to use nonbank financial services (NBFS). Immigrant families, especially those from Mexico or other Latin American countries, have a higher probability of using NBFS than native-born families, regardless of their banking status. Residing in concentrated ethnic enclaves or being a US citizen, however, lowers the probability of using these services. Similarly, native-born Black and Hispanic families are more likely to use these services than native-born White families. Our findings support continued efforts to encourage mainstream participation among immigrant and minority native-born families. Having access to mainstream financial services can help these families establish financial stability and economic mobility. To our knowledge, this is the first comprehensive study of immigrant families' joint decision making about using NBFS and bank account ownership.
C1 [Northwood, Joyce M.; Rhine, Sherrie L. W.] Fed Deposit Insurance Corp, Div Depositor & Consumer Protect, Washington, DC 20429 USA.
RP Northwood, JM (reprint author), Fed Deposit Insurance Corp, Div Depositor & Consumer Protect, Washington, DC 20429 USA.
EM jnorthwood@fdic.gov; Sherhine01@yahoo.com
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NR 62
TC 1
Z9 1
U1 1
U2 4
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0022-0078
EI 1745-6606
J9 J CONSUM AFF
JI J. Consum. Aff.
PD SUM
PY 2018
VL 52
IS 2
BP 317
EP 348
DI 10.1111/joca.12150
PG 32
WC Business; Economics
SC Business & Economics
GA GN1CT
UT WOS:000438722800004
DA 2020-02-20
ER

PT J
AU Agarwal, S
   Chomsisengphet, S
   Liu, CL
   Song, CC
   Souleles, NS
AF Agarwal, Sumit
   Chomsisengphet, Souphala
   Liu, Chunlin
   Song, Changcheng
   Souleles, Nicholas S.
TI Benefits of relationship banking: Evidence from consumer credit markets
SO JOURNAL OF MONETARY ECONOMICS
LA English
DT Article
DE Relationship banking; Credit cards; Deposits; Investments; Household
   finance
ID LENDING RELATIONSHIPS; INFORMATION; DISTANCE; BORROWERS; CHOICE; FIRMS;
   DEBT
AB Using a unique panel dataset that contains comprehensive information about the relationships between a large bank and its credit card customers, we show that relationship accounts exhibit lower probabilities of default and attrition, and have higher utilization rates, than non-relationship accounts. Dynamic information about changes in the behavior of a customer's other accounts at the same bank helps predict the behavior of the credit card account over time. These results imply that relationship banking offers significant potential benefits to banks: information the lender has at its disposal can be used to mitigate credit risk on the credit card account. (C) 2018 Published by Elsevier B.V.
C1 [Agarwal, Sumit] Natl Univ Singapore, Finance Business Sch, 15 Kent Ridge Dr, Singapore, Singapore.
   [Chomsisengphet, Souphala] Off Comptroller Currency, 400 7th St SW, Washington, DC 20219 USA.
   [Liu, Chunlin] Univ Nevada, Coll Business, Reno, NV 89523 USA.
   [Song, Changcheng] Natl Univ Singapore, Dept Econ, 1 Arts Link, Singapore 117570, Singapore.
   [Souleles, Nicholas S.] Univ Penn, Wharton Sch, Finance Dept, 3733 Spruce St, Philadelphia, PA 19104 USA.
   [Souleles, Nicholas S.] NBER, 3733 Spruce St, Philadelphia, PA 19104 USA.
RP Agarwal, S (reprint author), Natl Univ Singapore, Finance Business Sch, 15 Kent Ridge Dr, Singapore, Singapore.
EM ushakri@yahoo.com
RI Agarwal, Sumit/F-4836-2012
OI agarwal, sumit/0000-0002-8305-3786
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NR 29
TC 2
Z9 2
U1 1
U2 12
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0304-3932
EI 1873-1295
J9 J MONETARY ECON
JI J. Monetary Econ.
PD JUN
PY 2018
VL 96
BP 16
EP 32
DI 10.1016/j.jmoneco.2018.02.005
PG 17
WC Business, Finance; Economics
SC Business & Economics
GA GM5MM
UT WOS:000438181500002
DA 2020-02-20
ER

PT J
AU Mosavi, AB
   Afsar, A
AF Mosavi, Alireza Bashiri
   Afsar, Amir
TI Customer Value Analysis in Banks Using Data Mining and Fuzzy Analytic
   Hierarchy Processes
SO INTERNATIONAL JOURNAL OF INFORMATION TECHNOLOGY & DECISION MAKING
LA English
DT Article
DE Customer relationship management; customer value; fuzzy analytic
   hierarchy process
ID SUPPORT VECTOR MACHINES; MARKET-SEGMENTATION; AHP APPROACH; K-MEANS;
   MANAGEMENT; TECHNOLOGY; QUALITY; MATRIX; MODEL
AB The customer value is a starting point for customer relationship management to realize and evaluate the value of the customers for every organization. Value is the base of all of the marketing activities because all parties expect to get value in their transactions. This study focusses on the Tejarat Bank branches in Iran and systematically integrates several data mining d techniques and management issues in order to analyze customer value. First, we applied the fuzzy analytic hierarchy process for weighing attributes and then imported the demographic, frequency, money and trust attributes to the K-means. Using the proposed scoring model, we created the customer value pyramid. Finally, in order to analyze the obtained pyramid classes and perform the learning process from the data, we utilized a decision tree, support vector machine, random forest classification techniques, along with six chosen characteristics and introduced the most appropriate model according to the applied attributes. Including learning o patterns for classifying new customers, with respect to the importance of defined factors, would be useful in this case. According to results, we achieved a model attribute with the best characteristics in accuracy, precision, recall, F-measure and class error measures.
C1 [Mosavi, Alireza Bashiri] Univ Zanjan, Dept Technol & Engn, Fac Comp Engn, Zanjan, Iran.
   [Afsar, Amir] Tarbiat Modares Univ, Dept Management, Fac Ind Management, Tehran, Iran.
RP Afsar, A (reprint author), Tarbiat Modares Univ, Dept Management, Fac Ind Management, Tehran, Iran.
EM alireza_bashiri@znu.ac.ir; aafsar@modares.ac.ir
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NR 41
TC 0
Z9 0
U1 10
U2 30
PU WORLD SCIENTIFIC PUBL CO PTE LTD
PI SINGAPORE
PA 5 TOH TUCK LINK, SINGAPORE 596224, SINGAPORE
SN 0219-6220
EI 1793-6845
J9 INT J INF TECH DECIS
JI Int. J. Inf. Technol. Decis. Mak.
PD MAY
PY 2018
VL 17
IS 3
BP 819
EP 840
DI 10.1142/S0219622018500104
PG 22
WC Computer Science, Artificial Intelligence; Computer Science, Information
   Systems; Computer Science, Interdisciplinary Applications; Operations
   Research & Management Science
SC Computer Science; Operations Research & Management Science
GA GV5QP
UT WOS:000446157500005
DA 2020-02-20
ER

PT J
AU Montagnoli, A
   Moro, M
AF Montagnoli, Alberto
   Moro, Mirko
TI The Cost of Banking Crises: New Evidence from Life Satisfaction Data
SO KYKLOS
LA English
DT Article
ID HAPPINESS; DEPRESSION; INCOME; OVERCONFIDENCE; UNEMPLOYMENT;
   EXPERIENCES; ECONOMISTS; INFLATION; COUNTRIES; IMPACT
AB It is known that banking crises produce large economic costs. Yet might their consequences be even more far-reaching? We investigate an issue as yet largely unexplored and provide some of the first evidence that banking crises also lead to major, widespread, and lasting psychological losses. We estimate the costs of banking crises with individual life satisfaction; we show that these extend beyond GDP declines and other macroeconomic and financial leakages. For the 2007-8 financial crisis, we find some evidence that the losses are larger for those countries that had previously experienced a credit boom.
C1 [Montagnoli, Alberto; Moro, Mirko] Univ Stirling, Div Econ, Stirling Management Sch, Stirling, Scotland.
RP Moro, M (reprint author), Univ Stirling, Div Econ, Stirling Management Sch, Stirling, Scotland.
EM mirko.moro@stir.ac.uk
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NR 77
TC 0
Z9 0
U1 0
U2 5
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0023-5962
EI 1467-6435
J9 KYKLOS
JI Kyklos
PD MAY
PY 2018
VL 71
IS 2
BP 279
EP 309
PG 31
WC Economics
SC Business & Economics
GA GD4JG
UT WOS:000430468800004
DA 2020-02-20
ER

PT J
AU Augusto, M
   Torres, P
AF Augusto, Mario
   Torres, Pedro
TI Effects of brand attitude and eWOM on consumers' willingness to pay in
   the banking industry: Mediating role of consumer-brand identification
   and brand equity
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Willingness to pay; EWOM; Banking industry; Consumer-brand
   identification; Consumer-based brand equity; Brand attitude
ID WORD-OF-MOUTH; SOCIAL MEDIA; CUSTOMER EQUITY; PUBLICITY EFFECTIVENESS;
   PURCHASE INTENTIONS; COMMUNICATION; ANTECEDENTS; IDENTITY; TRUST; IMPACT
AB The aim of this research is to investigate the influence of brand attitude (BAtt) and electronic word-of-mouth (eWOM) on the willingness of customers to pay premium prices (WTPp) in the banking industry. The proposed conceptual model includes a full mediation of consumer-brand identification and consumer-based brand equity. The data was gathered through a web survey, which was administered among bank customers, yielding a total of 280 valid responses. The analysis was conducted using structural equation modelling. The results shed light on the process that transforms BAtt and eWOM in WTPp. The study has important implications for both theory and practice.
C1 [Augusto, Mario] Univ Coimbra, CeBER, Inst Syst & Robot, Av Dias da Silva 165, P-3004512 Coimbra, Portugal.
   [Augusto, Mario; Torres, Pedro] Univ Coimbra, Fac Econ, Av Dias da Silva 165, P-3004512 Coimbra, Portugal.
   [Torres, Pedro] Univ Coimbra, CeBER, Av Dias da Silva 165, P-3004512 Coimbra, Portugal.
RP Torres, P (reprint author), Univ Coimbra, Fac Econ, Av Dias da Silva 165, P-3004512 Coimbra, Portugal.; Torres, P (reprint author), Univ Coimbra, CeBER, Av Dias da Silva 165, P-3004512 Coimbra, Portugal.
EM maugusto@fe.uc.pt; pedro.torres@uc.pt
OI Torres, Pedro/0000-0002-7903-0039; Augusto, Mario/0000-0001-7345-1679
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NR 107
TC 12
Z9 13
U1 4
U2 75
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD MAY
PY 2018
VL 42
BP 1
EP 10
DI 10.1016/j.jretconser.2018.01.005
PG 10
WC Business
SC Business & Economics
GA GA0NU
UT WOS:000428011900001
DA 2020-02-20
ER

PT J
AU Dharmavaram, V
   Nittala, R
AF Dharmavaram, Vijayalakshmi
   Nittala, Rajyalakshmi
TI Service Quality and Customer Satisfaction in Online Banking
SO INTERNATIONAL JOURNAL OF ONLINE MARKETING
LA English
DT Article
DE Access; Ease of Use; Empathy; Information Quality; Privacy and Security;
   Reliability; Responsiveness; Service Quality Factors; Website Design
ID INTERNET BANKING; DETERMINANTS; PERFORMANCE; ACCEPTANCE
AB The main objective of this article is to examine online banking service quality factors that influence customer satisfaction in Visakhapatnam city, Andhra Pradesh, India. Data was collected through structured questionnaire from a sample of 513 respondents. Factor analysis was done to find out the contribution of each variable and multiple regression was used to test the hypothesis. This study found six factors, responsiveness, reliability, privacy and security, ease of use, website design and information quality that have positive influence on customer satisfaction. The findings help the banker to identify the critical areas to pay attention to increase customer satisfaction in online banking.
C1 [Dharmavaram, Vijayalakshmi] Andhra Univ, Dept Commerce & Management Studies, Visakhapatnam, Andhra Prades, India.
   [Nittala, Rajyalakshmi] Andhra Univ, Visakhapatnam, Andhra Prades, India.
RP Dharmavaram, V (reprint author), Andhra Univ, Dept Commerce & Management Studies, Visakhapatnam, Andhra Prades, India.
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   Wang YS, 2003, INT J SERV IND MANAG, V14, P501, DOI 10.1108/09564230310500192
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NR 44
TC 1
Z9 1
U1 1
U2 7
PU IGI GLOBAL
PI HERSHEY
PA 701 E CHOCOLATE AVE, STE 200, HERSHEY, PA 17033-1240 USA
SN 2156-1753
EI 2156-1745
J9 INT J ONLINE MARKET
JI Int. J. Online Market
PD APR-JUN
PY 2018
VL 8
IS 2
BP 45
EP 56
DI 10.4018/IJOM.2018040103
PG 12
WC Business
SC Business & Economics
GA GL6YR
UT WOS:000437342000003
DA 2020-02-20
ER

PT J
AU Mukerjee, K
AF Mukerjee, Kaushik
TI The impact of brand experience, service quality and perceived value on
   word of mouth of retail bank customers: investigating the mediating
   effect of loyalty
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Word of mouth; WOM; Brand experience; Service quality; Perceived value;
   Loyalty; Retail banking; Customer; Recommendations
ID MULTIPLE-ITEM SCALE; CONSUMER PERCEPTIONS; EMERGING MARKETS;
   SATISFACTION; INTENTIONS; ANTECEDENTS; INDUSTRY; IMAGE; DETERMINANTS;
   PERSPECTIVES
AB The purpose of this research is to study the impact of the antecedents-brand experience, service quality, and perceived value on word of mouth (WOM) recommendations by retail banking customers in an emerging market. The paper also investigates the mediating effect of loyalty on WOM with respect to the abovementioned antecedents. A survey of 412 retail customers of various banks in India was undertaken using a structured questionnaire developed using existing constructs. The results show that brand experience, service quality, and perceived value have a significant impact on WOM recommendations of customers of retail banks. Further, the relationships between the abovementioned antecedents and WOM are mediated by loyalty. This study makes several contributions to the academic literature. First, it establishes the importance of brand experience, service quality, and perceived value as antecedents of WOM in the context of retail banks in an emerging market. Second, it also establishes that loyalty plays a mediating role for the abovementioned antecedents for WOM recommendations by retail customers of banks in an emerging market.
C1 [Mukerjee, Kaushik] Natl Inst Bank Management, NIBM Rd, Pune 411048, Maharashtra, India.
RP Mukerjee, K (reprint author), Natl Inst Bank Management, NIBM Rd, Pune 411048, Maharashtra, India.
EM kaushikmukerjee@gmail.com
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NR 106
TC 1
Z9 2
U1 1
U2 9
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD MAR
PY 2018
VL 23
IS 1
BP 12
EP 24
DI 10.1057/s41264-018-0039-8
PG 13
WC Business
SC Business & Economics
GA GT9VU
UT WOS:000444896000002
DA 2020-02-20
ER

PT J
AU Rahman, AM
AF Rahman, Akim M.
TI Voluntary Insurance for Ensuring Risk-Free On-the-Go Banking Services in
   Market Competition: A Proposal for Bangladesh
SO JOURNAL OF ASIAN FINANCE ECONOMICS AND BUSINESS
LA English
DT Article
DE Private commercial banks (PCBs); on-the-go banking; digital banking;
   voluntary insurance program; digital-dilemma; hidden fees; heist or
   hacking bank accounts
ID IMPURE ALTRUISM
AB In 21st Century business world. services are carried out in multifaceted. competitive and rationality manner that are characterized by evolving many factors. which are often unpredictable. On-the-go banking is a product in financial sector. However : it faces serious pitfalls being it riskiness. Bank customers compete for time-saving options. On contrary. PCBs compete for marginalizing its operating costs for enhancing its revenues. On strategic tactics. PCBs targets city customers in multi-facets including offering incentives for enhanced usages of on-the-go banking. Influencing customers intention : attitude and behavior in banking. PCBs also offers incentive under market system along with often informational asymmetry. However : it causes exploitation. In most cases customers don't read terms & conditions of services. They don't save contract-copy. These weaknesses cause abuses. Customer faces hidden charges extra fees : account hacked. Addressing the issue. Voluntary Insurance Option is proposed where PCBs will introduce it as a product of bank-services. Transferring risk away from customer will benefit both PCBs and bank-customers. This product can attract new customers who were on the brink using digital banking but just felt it was too risky. This model can facilitate the parties involved for increasing usage of on-the-go banking-services while customers can maintain optimal utility of usages.
C1 [Rahman, Akim M.] CUB, Sch Business, Dept Econ, Dhaka, Bangladesh.
RP Rahman, AM (reprint author), CUB, Sch Business, Dept Econ, Dhaka, Bangladesh.
EM akim@cub.edu.bd
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NR 18
TC 1
Z9 1
U1 0
U2 3
PU KOREA DISTRIBUTION SCIENCE ASSOC
PI GYEONGGI
PA HANSHIN OFFICETEL STE 1030, 2463-4, SHINHEUNG-DONG SUJEONG-GU, SEONGNAM,
   GYEONGGI, 461-713, SOUTH KOREA
SN 2288-4637
EI 2288-4645
J9 J ASIAN FINANC ECON
JI J. Asian Financ. Econ. Bus.
PD FEB
PY 2018
VL 5
IS 1
BP 17
EP 27
DI 10.13106/jafeb.2018.vol5.no1.17
PG 11
WC Business
SC Business & Economics
GA GW4WU
UT WOS:000446926900003
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Bamfo, BA
   Dogbe, CSK
   Osei-Wusu, C
AF Bamfo, Bylon Abeeku
   Dogbe, Courage Simon Kofi
   Osei-Wusu, Charles
TI The effects of corporate rebranding on customer satisfaction and
   loyalty: Empirical evidence from the Ghanaian banking industry
SO COGENT BUSINESS & MANAGEMENT
LA English
DT Article
DE rebranding; bank; Ghana; customer; loyalty; satisfaction; quality
ID SERVICE QUALITY; BRAND; IDENTIFICATION; CONSEQUENCES
AB The study examined whether or not the rebranding activities in the Ghanaian banking industry, had any influence on customers' perception on service quality, their level of satisfaction and their level of loyalty. These relationships were ascertained by running a moderation and linear regression analyses. The study identified that, rebranding had no statistically significant effect on perceived service quality, customer satisfaction and customer loyalty, in the Ghanaian banking industry. Rebranding had no moderating effect on the relationship between service quality and customer satisfaction. It also had no moderating effect on the relationship between service quality and customer loyalty. And finally, rebranding did not have a moderating effect on the relationship between customer satisfaction and customer loyalty. It was concluded that, rebranding activities in the Ghanaian banking industry had no significant effect on customers' attitude towards the brand. Banks and other financial institutions must therefore be circumspect when it comes to investment in rebranding activities and be more interested in making investments that will positively influence the attitude of their customers.
C1 [Bamfo, Bylon Abeeku] Kwame Nkrumah Univ Sci & Technol, Sch Business, Univ PO, Kumasi, Ghana.
   [Dogbe, Courage Simon Kofi] Res World Consult, POB KS 8814, Kumasi, Ghana.
   [Osei-Wusu, Charles] Luvtouch Innovat, Kumasi, Ghana.
RP Bamfo, BA (reprint author), Kwame Nkrumah Univ Sci & Technol, Sch Business, Univ PO, Kumasi, Ghana.
EM babamfo@hotmail.com; courageskd@gmail.com; luvtouchgh@gmail.com
RI Dogbe, Courage Simon Kofi/I-7247-2019
OI Dogbe, Courage Simon Kofi/0000-0003-4658-4067
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NR 45
TC 2
Z9 2
U1 1
U2 16
PU TAYLOR & FRANCIS AS
PI OSLO
PA KARL JOHANS GATE 5, NO-0154 OSLO, NORWAY
SN 2331-1975
J9 COGENT BUS MANAG
JI Cogent Bus. Manag.
PD JAN 11
PY 2018
VL 5
IS 1
AR 1413970
DI 10.1080/23311975.2017.1413970
PG 11
WC Business
SC Business & Economics
GA FT9RM
UT WOS:000423489200001
OA DOAJ Gold, Green Published
DA 2020-02-20
ER

PT J
AU Ahmed, A
   Talreja, S
   Naz, H
AF Ahmed, Afzal
   Talreja, Suman
   Naz, Hina
TI Building Consumer-Based Brand Equity in Retail Banks: A Quantitative
   Study On a Pakistani Star Bank
SO ETIKONOMI
LA English
DT Article
DE brand equity; bank marketing; marketing strategy
ID CREDIBILITY
AB Firms are striving to increase their brand equity that ultimately leads to an increase in profitability. The purpose of the study is to identify the causal relationship of endorser's credibility with Brand credibility and its meditating role on consumer-based brand equity in the banking sector of Pakistan. 384 active HBC account holders taken as the sample and data collected through a comprehensive questionnaire. Correlation and regression analysis were conducted to test the factors of attractiveness, expertise, trustworthiness, and popularity on Brand credibility and further its effect on Brand equity. The results suggest that in banking sector firm Expertise of endorser is the most significant factor followed by trustworthiness and popularity that influence brand credibility and attractiveness does not have any impact on brand credibility. The study provides an understanding of brand building strategy, and it also highlights a clear brand differentiation strategy for bank brands.
C1 [Ahmed, Afzal; Talreja, Suman; Naz, Hina] SZABIST, Karachi, Pakistan.
RP Ahmed, A (reprint author), SZABIST, Karachi, Pakistan.
EM afzal.ahmed@szabist.edu.pk; Sumantalreja09@gmail.com;
   nazhina1990@gmail.com
RI Ahmed, Afzal/C-2539-2019
OI Ahmed, Afzal/0000-0003-0454-6361
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NR 15
TC 0
Z9 0
U1 1
U2 1
PU SYARIF SYARIF HIDAYATULLAH STATE UNIV JAKARTA
PI BANTEN
PA FAC ECONOMIC & BUSINESS, JL IR H JUANDA 95, CIPUTAT, SOUTH TANGERANG,
   BANTEN, 15412, INDONESIA
SN 1412-8969
EI 2461-0771
J9 ETIKONOMI
JI Etikonomi
PY 2018
VL 17
IS 2
BP 253
EP 264
DI 10.15408/etk.v17i2.6728
PG 12
WC Economics
SC Business & Economics
GA HR0NY
UT WOS:000462826600007
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Yilmaz, V
   Ari, E
   Gurbuz, H
AF Yilmaz, Veysel
   Ari, Erkan
   Gurbuz, Huseyin
TI Investigating the relationship between service quality dimensions,
   customer satisfaction and loyalty in Turkish banking sector An
   application of structural equation model
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE SERVQUAL; Banking industry; Service quality; Customer loyalty;
   Structural equation model
ID MULTIPLE-ITEM SCALE; CONSUMER PERCEPTIONS; IMPACT
AB Purpose - Using the attitudes of students toward ideal banking services, the purpose of this paper is to examine the structure of banking-related SERVQUAL service dimensions with first-order and second-order confirmatory factors analysis. Following this, a study model was suggested to describe the relationship between the perceptions of students regarding the services provided by their banks and their overall level of satisfaction with the bank.
   Design/methodology/approach - The sample group for the study comprised students from the Faculty of Economics and Administrative Sciences of Eskisehir Osmangazi University. The sample included 441 students, and was designed according to a stratified and proportional distribution. The first-order and second order confirmatory factor model used to confirm the structure of the SERVQUAL service dimensions presented in the study was found to be suitable and compatible. The relationship of the SERVQUAL service dimensions based on the actual perception of banking services by the students with the students' satisfaction and loyalty to their banks was investigated using a structural equation modeling (SEM) analysis.
   Findings - Based on the study results, it was concluded that the confidence inspired by the banks, the reliability of their services, and the physical appearance and accessibility of the bank all have an effect in increasing customer satisfaction.
   Originality/value - Conducting this study using university students, who represent a specific group, will help in determining whether the quality of banking services provided to students is, in itself, sufficient to make them prefer these banks. Furthermore, the study will also shed light on various other aspects, such as the banks' efforts at reviewing and developing the services they provide to students.
C1 [Yilmaz, Veysel] Osmangazi Univ, Eskisehir, Turkey.
   [Ari, Erkan] Dumlupinar Univ, Kutahya, Turkey.
   [Gurbuz, Huseyin] Eskisehir Osmangazi Univ, Eskisehir, Turkey.
RP Ari, E (reprint author), Dumlupinar Univ, Kutahya, Turkey.
EM erkan.ari@dpu.edu.tr
RI YILMAZ, veysel/AAI-2411-2019
OI YILMAZ, veysel/0000-0001-5147-5047
CR Abdullah M.A., 2014, GLOBAL EC FINANCE J, V7, P63
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NR 40
TC 5
Z9 5
U1 10
U2 14
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2018
VL 36
IS 3
BP 423
EP 440
DI 10.1108/IJBM-02-2017-0037
PG 18
WC Business
SC Business & Economics
GA HJ0WA
UT WOS:000456882700002
DA 2020-02-20
ER

PT J
AU Yaseen, SG
   El Qirem, IA
AF Yaseen, Saad Ghaleb
   El Qirem, Ihab Ali
TI Intention to use e-banking services in the Jordanian commercial banks
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Commercial banks; IT adoption; Intention to use; E-banking services
ID TECHNOLOGY ACCEPTANCE MODEL; MULTIPLE-ITEM SCALE;
   INFORMATION-TECHNOLOGY; INTERNET BANKING; ONLINE BANKING; PERCEIVED
   EASE; GENDER-DIFFERENCES; CONCEPTUAL-MODEL; ADOPTION; BEHAVIOR
AB Purpose - The purpose of this paper is to investigate the essential factors influencing the adoption and use of e-banking services as perceived by customers of the Jordanian commercial banks.
   Design/methodology/approach - This paper adapts and modifies the unified theory of acceptance and use of the technology model. Modifications were made to explain intention to use e-banking services.
   Findings - The modified model explained 0.887 of behavior intention variance and 0.516 percent of the intended degree of e-banking services use variance. Three constructs are found to be good predictors: effort expectancy (EE), social influence, and perceived e-banking services quality. Performance expectancy and hedonic motivation are not significant predictors. However, all three predictors were significantly moderated by age only.
   Research limitations/implications - As with any research in the field of IT adoption and consumer behavior, researchers should take into consideration the generalization of their empirical findings. The generalization could be enhanced if future research uses the Jordanian baking sector which includes Jordanian and non-Jordanian banks. Finally, the current research findings are based on the cross-sectional research method. Taking this fact into consideration, the relation between intention and actual use may raise questions. One solution is to study intention and actual use at different points in time by conducting longitudinal research to access and test the research hypotheses.
   Practical implications - Managers need to focus on promoting e-banking services in terms of consumer's EE, social influence, and e-banking service quality. Since young consumers are early adopters, Jordanian banks need to introduce added entertainment values for youth and extra convenience for older consumers.
   Originality/value - The main contributions revolve around developing a better understanding of the essential factors influencing the adoption and use of e-banking services. This research incorporates a new variable: perceived e-banking quality. Thus, the proposed model provides better explanatory power than previous research.
C1 [Yaseen, Saad Ghaleb; El Qirem, Ihab Ali] Al Zaytoonah Univ Jordan, Amman, Jordan.
RP Yaseen, SG (reprint author), Al Zaytoonah Univ Jordan, Amman, Jordan.
EM saad.yaseen@zuj.edu.jo
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NR 87
TC 4
Z9 4
U1 5
U2 9
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2018
VL 36
IS 3
BP 557
EP 571
DI 10.1108/IJBM-05-2017-0082
PG 15
WC Business
SC Business & Economics
GA HJ0WA
UT WOS:000456882700008
DA 2020-02-20
ER

PT J
AU Chakrabarti, S
   Trehan, D
   Makhija, M
AF Chakrabarti, Somnath
   Trehan, Deepak
   Makhija, Mayank
TI Assessment of service quality using text mining - evidence from private
   sector banks in India
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Service quality; Customer satisfaction; Service marketing
ID CUSTOMER SATISFACTION; SOCIAL MEDIA; PERFORMANCE; SENTIMENT; IMPACT;
   PERCEPTIONS; PERSPECTIVE; DIMENSIONS; SCALE; MODEL
AB Purpose - 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 SERVPERF have been applied in the banking sector. While these models are widely accepted, they are expensive because of the need for replication across bank branches. The purpose of this paper is to propose a novel, user friendly and cost effective approach by amalgamating the traditional concept of service quality in banks (marketing base) and sentiment analysis literature (information systems base).
   Design/methodology/approach - In this study, the main objective is to analyze user reviews to better understand the correlation between RATER dimension sentiment scores as independent variables and user overall rating (customer satisfaction) grouping in "good" and "bad" as dependent variable through development of authors' own logistic regression model using lexicon-based sentiment analysis. The model has been developed for three largest private banks in India pertaining to three banking product categories of loans, savings and current accounts and credit cards.
   Findings - The results show that the responsiveness and tangibles dimensions significantly impact the user evaluation rating. Even though the three largest private banks in India are concentrating on the tangibles dimension, not all of them are sufficiently focused on the responsiveness dimension. Additionally, customers looking for loan products are more susceptible to negative perceptions on service quality.
   Originality/value - This study has highlighted two types of scores whereby user provided overall evaluation scores help provide validation to the sentiment scores. The developed model can be used to assess performance of a bank in comparison to its peers and to generate in depth insights on point of parity (POP) and point of difference (POD) fronts.
C1 [Chakrabarti, Somnath; Trehan, Deepak] Indian Inst Management Kashipur, Kashipur, India.
   [Makhija, Mayank] Univ Chicago, Booth Sch Business, Chicago, IL 60637 USA.
RP Chakrabarti, S (reprint author), Indian Inst Management Kashipur, Kashipur, India.
EM somnath_chakrabarti@rediffmail.com
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NR 69
TC 1
Z9 1
U1 3
U2 9
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2018
VL 36
IS 4
BP 594
EP 615
DI 10.1108/IJBM-04-2017-0070
PG 22
WC Business
SC Business & Economics
GA HJ0WE
UT WOS:000456883100001
DA 2020-02-20
ER

PT J
AU Roy, SK
   Paul, R
   Quazi, A
   Nguyen, B
AF Roy, Sanjit Kumar
   Paul, Rik
   Quazi, Ali
   Nguyen, Bang
TI Developing a service value measurement scale in retail banking services
   Evidence from India
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Scale development; Customer intimacy; Indian retail banking services;
   Service equity; Service value measurement scale; Service value
ID CUSTOMER-PERCEIVED VALUE; EMERGING MARKETS; PERSONAL VALUES;
   SATISFACTION; LOYALTY; QUALITY; MODEL; CONSUMPTION; IMPACT;
   CONCEPTUALIZATION
AB Purpose - 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 absence of consensus on what constitutes service value and how to measure such value in the above context.
   Design/methodology/approach - The scale development procedure comprised qualitative and quantitative approaches. A list of possible measurement items was compiled based on literature review and expert opinion through focus groups. Data were collected from a sample of 442 respondents representing the Indian retail banking sector using survey instrument and were analyzed using the structural equation modeling.
   Findings - The study revealed a seven-dimensional scale for measuring service which includes service equity, service quality, customer intimacy, product leadership, operational effectiveness, customer communication, and perceived sacrifice. Thus, the scale emerging from this study is consistent with established scales and is applicable to the Indian retail services setting. This study contributes to the knowledge gap by confirming that the west-centric service value measurement scale is moderately applicable to the services sector in India.
   Originality/value - This research is a direct response to calls from the leading marketing pundits to explore the validity and applicability of the existing marketing constructs and models originated in the west to Indian markets. Keeping in mind the established service value measurement scale, this study develops and validates a seven-dimensional scale for measuring service value in an Indian setting with novel sub-dimensions.
C1 [Roy, Sanjit Kumar] Univ Western Australia, UWA Business Sch, Perth, WA, Australia.
   [Paul, Rik] ICFAI Fdn Higher Educ, Hyderabad, India.
   [Quazi, Ali] Univ Canberra, Fac Business Govt & Law, Canberra, ACT, Australia.
   [Nguyen, Bang] East China Univ Sci & Technol, Sch Business, Mkt Dept, Shanghai, Peoples R China.
   [Nguyen, Bang] Shanghai Univ, SUISS, Shanghai, Peoples R China.
RP Nguyen, B (reprint author), East China Univ Sci & Technol, Sch Business, Mkt Dept, Shanghai, Peoples R China.; Nguyen, B (reprint author), Shanghai Univ, SUISS, Shanghai, Peoples R China.
EM bang.london@gmail.com
RI PAUL, RIK/D-4860-2012
OI Nguyen, Bang/0000-0003-1969-9491; Roy, Sanjit/0000-0003-4932-2222
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NR 95
TC 1
Z9 1
U1 0
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2018
VL 36
IS 4
BP 616
EP 633
DI 10.1108/IJBM-03-2017-0055
PG 18
WC Business
SC Business & Economics
GA HJ0WE
UT WOS:000456883100002
DA 2020-02-20
ER

PT J
AU Darzi, MA
   Bhat, SA
AF Darzi, Mushtaq Ahmad
   Bhat, Suhail Ahmad
TI Personnel capability and customer satisfaction as predictors of customer
   retention in the banking sector A mediated-moderation study
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Gender; Customer satisfaction; Customer retention; Personnel capability
ID SWITCHING BARRIERS; LOYALTY; COMMITMENT; ORIENTATION; PERFORMANCE;
   VARIABLES; GENDER; ANTECEDENTS; INTENTIONS; BEHAVIOR
AB Purpose - 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 investigates the effect of personnel capability and customer satisfaction on customer retention in the banking sector. The influence of the control variable (gender) on customer retention and mediating role of customer satisfaction has also been examined.
   Design/methodology/approach - The study has used structural equation modeling (SEM) for data analysis across a sample of 409 bank customers of a private bank operating in Jammu and Kashmir state of India. Questionnaires were distributed and respondents were selected through a cluster sampling technique.
   Findings - The empirical analysis through SEM has confirmed that personnel capability and customer satisfaction have a significant positive impact on customer retention. Customer satisfaction partially mediates the effect of personnel capability on customer retention. Moderation analysis was performed and established that gender moderates the effect of personnel capability on customer satisfaction. It was also found that gender has no effect on other relations. Furthermore, the study shows that personnel capability has a stronger impact on customer retention as compared to customer satisfaction. However, the relationship between personnel capability and customer satisfaction is significant.
   Research limitations/implications - The study has been conducted on the customers of a private bank in India. Therefore, generalizations may be limited. As personnel capability is the predictor of satisfaction and retention, individuals with proper social and technical skills - in addition to other skills - should be hired for managing relationships with customers.
   Originality/value - The study has added to the understanding of the relationship which exists among the following variables: gender, personnel capability, customer satisfaction and customer retention. These variables have not been studied together previously.
C1 [Darzi, Mushtaq Ahmad; Bhat, Suhail Ahmad] Univ Kashmir, Dept Management Studies, Srinagar, Jammu & Kashmir, India.
RP Bhat, SA (reprint author), Univ Kashmir, Dept Management Studies, Srinagar, Jammu & Kashmir, India.
EM ahmad_87suhail@yahoo.co.in
RI Bhat, Suhail/AAH-8195-2019
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NR 95
TC 0
Z9 0
U1 1
U2 4
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2018
VL 36
IS 4
BP 663
EP 679
DI 10.1108/IJBM-04-2017-0074
PG 17
WC Business
SC Business & Economics
GA HJ0WE
UT WOS:000456883100004
DA 2020-02-20
ER

PT J
AU Arora, S
   Sandhu, S
AF Arora, Sangeeta
   Sandhu, Supreet
TI Usage based upon reasons: the case of electronic banking services in
   India
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Banks; Multiple regression analysis; Usage; Electronic banking services
ID TECHNOLOGY ACCEPTANCE; ONLINE BANKING; INTERNET BANKING; USER
   ACCEPTANCE; CUSTOMER SATISFACTION; CONSUMER ACCEPTANCE; SELF-SERVICE;
   MODEL; ADOPTION; QUALITY
AB Purpose - The purpose of this paper is to determine factors influencing customers' usage of electronic banking (e-banking) services.
   Design/methodology/approach - A survey was conducted to collect information from bank customers regarding their perceptions about e-banking services and their demographics. Multiple regression analysis is used to test the hypothesised relationships.
   Findings - E-banking usage is found to be high for female, more educated, younger, and middle income customers. Among the 11 perceptual variables studied, only six variables, namely: information, performance, self-interest, service quality, satisfaction, and experience are found to be significantly and positively associated with e-banking usage.
   Practical implications - This study identifies factors which may be focussed on by bankers during the formulation of their operations and marketing strategies to provide the best e-banking experience to their customers, enabling bankers to augment bank profitability through the strategic use of technologies.
   Originality/value - Past studies have seldom examined the combined influence of demographics and other factors on e-banking services usage in the context of developing countries. Most of the earlier studies have considered single service or examined the adoption as only a binary variable.
C1 [Arora, Sangeeta; Sandhu, Supreet] Guru Nanak Dev Univ, Amritsar, Punjab, India.
RP Sandhu, S (reprint author), Guru Nanak Dev Univ, Amritsar, Punjab, India.
EM supreet05@yahoo.co.in
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NR 71
TC 1
Z9 1
U1 1
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2018
VL 36
IS 4
BP 680
EP 700
DI 10.1108/IJBM-03-2017-0060
PG 21
WC Business
SC Business & Economics
GA HJ0WE
UT WOS:000456883100005
DA 2020-02-20
ER

PT J
AU Wasan, P
AF Wasan, Pratibha
TI Predicting customer experience and discretionary behaviors of bank
   customers in India
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Word of mouth; Customer satisfaction; Customer experience; Credibility;
   Purchase intention; Customer recommendation
ID SERVICE QUALITY; MEDIATING ROLE; REPURCHASE INTENTION; SATISFACTION;
   LOYALTY; MODEL; ORIENTATION; TRUST; CONSEQUENCES; CONVENIENCE
AB Purpose - 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 are limited in deciphering bank's success in fulfilling customer needs. The purpose of this paper is to build a case for banks to evaluate their processes on the dimension of customer experience (CE).
   Design/methodology/approach - The study performs in-depth review of literature to identify the factors of CE and uses confirmatory factor analysis to confirm these factors in Indian retail banking context. Post factor confirmation, it uses discriminant analysis to test the predictive strength of the CE factors for discretionary behaviors of customers.
   Findings - CE factors are categorized as functional clues (convenience and credibility), humanic clues (employee competence and compassion) and mechanic clues (service context). The study finds that the functional clues are the most significant predictors of customers' discretionary behaviors followed by humanic clues while the mechanic clues are only hygiene factors for customer behaviors.
   Practical implications - The study highlights CE factors which could be developed into potential competitive advantages for banks. Banks can prioritize their investments in these factors for improved economic performance.
   Originality/value - There is no clear definition of CE in the extant literature particularly, in the context of retail banking. A factor-level study of CE for discretionary behaviors of bank customers is an attempt to provide specific inputs to those banks which are looking forward to use CE as a means to win and retain customers in markets characterized by intense competition.
C1 [Wasan, Pratibha] Jaipuria Inst Management Noida, Noida, India.
RP Wasan, P (reprint author), Jaipuria Inst Management Noida, Noida, India.
EM pratibhawasan@gmail.com
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NR 124
TC 0
Z9 0
U1 2
U2 5
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2018
VL 36
IS 4
BP 701
EP 725
DI 10.1108/IJBM-06-2017-0121
PG 25
WC Business
SC Business & Economics
GA HJ0WE
UT WOS:000456883100006
DA 2020-02-20
ER

PT J
AU Nejad, MG
   Javid, K
AF Nejad, Mohammad G.
   Javid, Katayon
TI Subjective and objective financial literacy, opinion leadership, and the
   use of retail banking services
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Opinion leadership; Financial literacy; Consumer subjective and
   objective knowledge; Financial literacy miscalibration
ID KNOWLEDGE; FAMILIARITY; COMPETENCE; IMPACT
AB Purpose - 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 effective personal financial decisions - and their effects on opinion leadership and the use of retail financial services.
   Design/methodology/approach - In total, 486 US participants were surveyed. The demographical profile of the sample roughly resembled that of the USA population.
   Findings - On average, consumers with moderate levels of OFL report lower subjective financial literacy (SFL) compared to those with low or high levels of OFL. Moreover, while SFL and opinion leadership are positively correlated, consumers with moderate levels of OFL reported lower opinion leadership compared to those with high or low levels of OFL. The paper introduces financial literacy miscalibration as the discrepancy between consumers' objective and SFL. Financially illiterate respondents who perceived themselves as financially knowledgeable reported high opinion leadership. Finally, a greater percentage of financially - literate consumers reported owning checking and savings accounts, using online and mobile banking for diverse purposes, and making fewer phone calls to customer services, compared to others.
   Research limitations/implications - The paper integrates literature from financial literacy, consumer knowledge, and opinion leadership to explain these findings and to further enhance our theoretical and empirical understanding of objective vs SFL.
   Practical implications - The discrepancies between objective and SFL may significantly influence consumers' financial decisions and the degree to which they expose themselves to the pertinent risks. The paper discusses implications for public policy makers as well as marketing managers and researchers.
   Originality/value - The study is the first to empirically explore the research questions following the conceptual development.
C1 [Nejad, Mohammad G.] Fordham Univ, New York, NY 10023 USA.
   [Javid, Katayon] USI Insurance Serv, White Plains, NY USA.
RP Nejad, MG (reprint author), Fordham Univ, New York, NY 10023 USA.
EM mnejad@fordham.edu
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NR 56
TC 1
Z9 1
U1 1
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2018
VL 36
IS 4
BP 784
EP 804
DI 10.1108/IJBM-07-2017-0153
PG 21
WC Business
SC Business & Economics
GA HJ0WE
UT WOS:000456883100010
DA 2020-02-20
ER

PT J
AU Cintamur, IG
   Yuksel, CA
AF Cintamur, Ismail Gokhan
   Yuksel, Cenk Arsun
TI Measuring customer based corporate reputation in banking industry
   Developing and validating an alternative scale
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Scale development; Corporate reputation; Customer-based corporate
   reputation; Corporate reputation measurement
ID CONSTRUCT-VALIDITY; PERCEIVED VALUE; BRAND EQUITY; PERCEPTIONS;
   INTENTIONS; ROLES; CONSEQUENCES; ANTECEDENTS; PARADIGM; RECOVERY
AB Purpose - The purpose of this paper is to develop and validate a reliable and valid alternative scale to measure customer-based corporate reputation (CBCR) specific to the banking industry only, where high risks and uncertainties of choosing a service provider exist.
   Design/methodology/approach - Both qualitative and quantitative methods were employed to develop and validate an alternative scale to measure CBCR in the banking industry. Following Churchill's (1979) paradigm and other prominent scale development studies, a scale development procedure was generated, which consists of three main stages: scale generation and initial purification, scale refinement and scale validation.
   Findings - As a consequence of the current study, a reliable and valid multidimensional scale was obtained, consisting of 20 items and four dimensions to measure CBCR in banking industry: financial performance and financially strong company, customer orientation, social and environmental responsibility and trust.
   Practical implications - This study provides insight to managers to comprehend and manage their CBCR. Since this study has empirically demonstrated that the four dimensions of the CBCR are associated with the five important customer outcome variables, the study provides further support toward the importance of corporate reputation in strategic marketing decisions in the banking industry.
   Originality/value - Numerous different disciplines have focused on corporate reputation measurement by adapting different perspectives and approaches. However, a reliable and valid measurement tool has been proposed here to evaluate corporate reputation from customers' perspective specific to banking industry.
C1 [Cintamur, Ismail Gokhan] Istanbul Bilgi Univ, Dept Banking & Insurance, Istanbul, Turkey.
   [Yuksel, Cenk Arsun] Istanbul Univ, Dept Business Adm, Istanbul, Turkey.
RP Cintamur, IG (reprint author), Istanbul Bilgi Univ, Dept Banking & Insurance, Istanbul, Turkey.
EM gokhan.cintamur@bilgi.edu.tr
RI Cintamur, Ismail Gokhan/X-9395-2019; Yuksel, Cenk Arsun/AAC-7014-2020
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NR 85
TC 1
Z9 1
U1 2
U2 6
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2018
VL 36
IS 7
BP 1414
EP 1436
DI 10.1108/IJBM-11-2017-0227
PG 23
WC Business
SC Business & Economics
GA HJ0WJ
UT WOS:000456883600009
DA 2020-02-20
ER

PT J
AU Tabrani, M
   Amin, M
   Nizam, A
AF Tabrani, Mirza
   Amin, Muslim
   Nizam, Ahmad
TI Trust, commitment, customer intimacy and customer loyalty in Islamic
   banking relationships
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Islamic banks; Trust; Commitment; Customer loyalty; Customer intimacy
ID BUSINESS-TO-BUSINESS; WORD-OF-MOUTH; SERVICE QUALITY; FINANCIAL
   SERVICES; CONSUMER-TRUST; MEDIATING ROLE; ROMANTIC RELATIONSHIPS;
   BEHAVIORAL INTENTIONS; NORMATIVE COMMITMENT; TRIANGULAR THEORY
AB Purpose-The purpose of this paper is to investigate the role of trust in enhancing customer loyalty, and to test the mediation role of commitment and customer intimacy in the relationship between trust and customer loyalty.
   Design/methodology/approach-A total of 500 questionnaires were distributed and 200 were returned (40 percent response rate), and a structural equation modeling technique was used to test the hypotheses.
   Findings-The results of this study show that trust has a significant relationship with commitment and customer intimacy but no significant relationship was found with customer loyalty. Commitment and customer intimacy have a significant relationship with customer loyalty. The mediation analysis reveals that commitment and customer intimacy play a mediation role in the relationship between trust and customer loyalty.
   Practical implications-This study indicates that commitment and customer intimacy affect customer loyalty. The role of commitment and customer intimacy as a mediator between trust and customer loyalty indicates that customers are committed to continuing and maintaining the relationships with Islamic banks.
   Originality/value-This study provides empirical evidence on interrelationships between trust, commitment, customer intimacy and customer loyalty in banking relationships.
C1 [Tabrani, Mirza; Nizam, Ahmad] Syiah Kuala Univ, Fac Econ & Business, Banda Aceh, Indonesia.
   [Amin, Muslim] Taylors Univ, Taylors Business Sch, Subang Jaya, Malaysia.
RP Amin, M (reprint author), Taylors Univ, Taylors Business Sch, Subang Jaya, Malaysia.
EM tengkumuslim@yahoo.com
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NR 178
TC 6
Z9 6
U1 1
U2 7
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2018
VL 36
IS 5
BP 823
EP 848
DI 10.1108/IJBM-03-2017-0054
PG 26
WC Business
SC Business & Economics
GA HJ0WG
UT WOS:000456883300002
DA 2020-02-20
ER

PT J
AU Moghavvemi, S
   Lee, ST
   Lee, SP
AF Moghavvemi, Sedigheh
   Lee, Su Teng
   Lee, Siew Peng
TI Perceived overall service quality and customer satisfaction A
   comparative analysis between local and foreign banks in Malaysia
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Satisfaction; Service quality; Internet banking; Bank ownership; Foreign
   bank; Local bank
ID ISLAMIC BANKS; MEDIATING ROLE; FINANCIAL PERFORMANCE; DOMINANCE
   ANALYSIS; LOYALTY; DIMENSIONS; IMPACT; SECTOR; TRUST; DRIVERS
AB Purpose-Foreign and local banks in Malaysia are competing in terms of skilled staff, innovative products and services, rendering quality services and customer satisfaction. The purpose of this paper is to examine the overall service quality and customer satisfaction of both foreign and local banks.
   Design/methodology/approach-The data used to test the hypothesis were collected from 748 foreign and local bank customers in Malaysia. The research model was analysed using a structural equation modelling technique.
   Findings-Results show that knowledge and staff competencies, as well as convenience of the bank is more significant for local bank customers while bank image and internet banking are important components for foreign bank customers. The results also reveal that foreign bank customers have higher satisfaction as compared to local bank customers.
   Research limitations/implications-No analysis is undertaken of any difference in the service quality dimensions between banks of different size. Further research on banking services could usefully test services quality dimensions across banks of different sizes.
   Practical implications-The findings serve as a valuable reference for local banks understand service quality challenges they may face from foreign banks in this competitive industry. Findings suggest that, to provide high-quality services, financial institutions need to heighten customer satisfaction differentiation strategies.
   Originality/value-The outcomes of this study enhance the knowledge on the performance of both local and foreign banks in Malaysia as well as customer satisfaction, which are invaluable to all bank managers and industry players in improving their services.
C1 [Moghavvemi, Sedigheh; Lee, Su Teng] Univ Malaya, Fac Business & Accountancy, Kuala Lumpur, Malaysia.
   [Lee, Siew Peng] Univ Tunku Abdul Rahman, Petaling Jaya, Malaysia.
RP Lee, ST (reprint author), Univ Malaya, Fac Business & Accountancy, Kuala Lumpur, Malaysia.
EM stlee@um.edu.my
RI /L-3286-2015
OI /0000-0002-9681-6535
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NR 80
TC 2
Z9 2
U1 1
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2018
VL 36
IS 5
BP 908
EP 930
DI 10.1108/IJBM-06-2017-0114
PG 23
WC Business
SC Business & Economics
GA HJ0WG
UT WOS:000456883300006
DA 2020-02-20
ER

PT J
AU Iqbal, M
   Nisha, N
   Rashid, M
AF Iqbal, Mehree
   Nisha, Nabila
   Rashid, Mamunur
TI Bank selection criteria and satisfaction of retail customers of Islamic
   banks in Bangladesh
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Bangladesh; Islamic banking; Non-faith-based bank selection; Retail
   consumers
ID SERVICE QUALITY DIMENSIONS; DETERMINANTS; TECHNOLOGY; CLIENTS; IMAGE
AB Purpose-The purpose of this paper is to argue that "being Islamic" is already embedded in the decision frame of the Muslim consumers when choosing their Islamic banks, and hence, the bank selection criteria of these Muslim consumers will be dominated by non-faith-based factors.
   Design/methodology/approach-This study took the context of retail consumers of Islamic banks of Bangladesh-the fourth largest Muslim populated country in the world, having great potential of developing an Islamic ecosystem. The study employed survey method using structured questionnaire on 311 respondents from 35 branches of six Islamic banks in Dhaka-the capital city of Bangladesh. Exploratory factor analysis, followed by multivariate regression analysis, was conducted to identify the determinants of satisfaction among Muslim retail bank customers.
   Findings-The study forwards three important findings. First, faith-based bank selection criterion (i. e. Islam) is not a stand-alone factor anymore; rather, the items of this factor are embedded into other non-faith-based factors. Second, among the non-faith-based factors, commitment of the bank, competence and compassion of the bank employees have topped the list of bank selection criteria. Third, competence, commitment and corporate image of the bank had relatively more influence on satisfaction when compared to compassion and convenience.
   Practical implications-Since Shari'ah compliance is already embedded in Islamic banking system, Islamic bankers should now focus on strategic targeting of their customers based on non-faith-based operational determinants.
   Originality/value-This study presents that non-faith-based selection criteria are more influential in Islamic bank selection decision.
C1 [Iqbal, Mehree; Nisha, Nabila] North South Univ, Dhaka, Bangladesh.
   [Rashid, Mamunur] Univ Nottingham Malaysia Campus, Semenyih, Malaysia.
RP Rashid, M (reprint author), Univ Nottingham Malaysia Campus, Semenyih, Malaysia.
EM mamunur.rashid@nottingham.edu.my
RI Rashid, Mamunur/R-3106-2019
OI Rashid, Mamunur/0000-0002-6688-5740; Iqbal, Mehree/0000-0002-6199-8818
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NR 64
TC 1
Z9 1
U1 2
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2018
VL 36
IS 5
BP 931
EP 946
DI 10.1108/IJBM-01-2017-0007
PG 16
WC Business
SC Business & Economics
GA HJ0WG
UT WOS:000456883300007
DA 2020-02-20
ER

PT J
AU Amegbe, H
   Osakwe, CN
AF Amegbe, Hayford
   Osakwe, Christian Nedu
TI Towards achieving strong customer loyalty in the financial services
   industry Ghanaian top banks' customers as a test case
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Brand trust; Customer satisfaction; Customer loyalty; Customer care;
   Product/service offerings appeal
ID COMMON METHOD BIAS; ALTERNATIVE ATTRACTIVENESS; QUALITY DIMENSIONS;
   SWITCHING COSTS; METHOD VARIANCE; CONSUMER-TRUST; BRAND TRUST;
   SATISFACTION; IMPACT; PERFORMANCE
AB Purpose-The purpose of this paper is to develop a better understanding of the practical matter of customer loyalty (CLOY) in the banking industry context. As such, this paper explores, in detail, the antecedent factors to building strong CLOY. More specifically the focus is on the constructs of customer care (CARE), product/service offerings appeal (PSOA), customer satisfaction (CSAT) and brand trust (TRUS).
   Design/methodology/approach-This wok relies purely on a positivist research paradigm. In doing so, structured questionnaires were administered to research subjects. For statistical processing, the PLS-SEM technique was deemed appropriate.
   Findings-The two biggest takeaways of this work are the findings about the indirect influence of PSOA and CARE on CLOY. This paper reveals the relations to be sequentially mediated by CSAT and TRUS. Besides, data support the mediating effect of CSAT on CARE-TRUS link, as well as the mediation of TRUS on CSAT-CLOY link. Other findings indicate PSOA and CARE are key determinants of CSAT, CARE is also a key determinant of TRUS.
   Research limitations/implications-There are limits that come with the present analysis. One of the major limits is in the fact that it was conducted in a single country's setting, thus limiting the generalizability of the research findings. As a result, this research report merits to be adequately scrutinized in differing financial landscapes. Finally, the broader implication of this research is that the road toward achieving strong CLOY is far more complex than previously imagined.
   Practical implications-To generate sustained CLOY, a solid starting point for bank products managers in particular is to design more attractive products for their target audiences. Meanwhile, the special role of quality CARE cannot be overstated (enough), and so managers should allocate more resources in this area. In sum, this study encourages financial services managers to continue to pay greater attention to critical dimensions related to CLOY, such as PSOA, CARE, CSAT and TRUS.
   Originality/value-The present analysis provides a clearer explanation of how the above-mentioned constructs are interconnected together. By using top Ghanaian banks' customers as a test case for the research, the authors are helping to develop a more balanced approach to achieving sustained CLOY. Finally, the value of this work rests in the complex relations studied
C1 [Amegbe, Hayford] Dominion Univ Coll, Accra, Ghana.
   [Osakwe, Christian Nedu] Univ Pretoria, Gordon Inst Business Sci, Johannesburg, South Africa.
RP Amegbe, H (reprint author), Dominion Univ Coll, Accra, Ghana.
EM h.amegbe@students.uonbi.ac.ke
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NR 87
TC 2
Z9 2
U1 2
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2018
VL 36
IS 5
BP 988
EP 1007
DI 10.1108/IJBM-06-2017-0120
PG 20
WC Business
SC Business & Economics
GA HJ0WG
UT WOS:000456883300010
DA 2020-02-20
ER

PT J
AU Kaftandjiev, C
   Shustova, E
AF Kaftandjiev, Christo
   Shustova, Elena
TI Fear Appeals in Marketing Communications of Banks and Insurance
   Companies in the Continuum of Dramatic-Tragic Situations - The Semiotic
   Perspective
SO INTERNATIONAL REVIEW
LA English
DT Article
DE financial crisis; fear appeal; semiotics; stylistic figure; iconic
   metaphor; intertextuality; Ambient
AB The objective of the paper is to analyze from semiotic standpoint financial ads and other marketing communications, based on fear appeals, during an economic crisis.
   A matrix which combines content and formal (sign) elements, forms the semiotic perspectives on which the article draws the conclusions. The content (pragmatic) elements are the fear appeals. The formal elements are the different signs and semantic concepts by which admen express fear appeals in their dramatic and tragic hypostases.
   The analysed semiotic concepts used in advertising and other marketing communications are sign systems of body and face; stylistic figures (iconic comparison, iconic metaphors, iconic hyperbole, iconic opposition, iconic allusion); semantic concepts (redundancy and intertextuality) and, some syntactic concepts as context and Ambient.
   One of the main conclusions is that advertising and other marketing communications of some world companies are so developed and sophisticated that, for a proper analysis of their campaigns, new semiotic concepts may have to be introduced.
   The main paper's contribution to the existing semiotic literature is that any semiotic notion is not only an abstract phenomenon, but also a communicative approach or even communicative strategy. Communicators use these approaches actively and skilfully in the different communications, including advertising.
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NR 33
TC 0
Z9 0
U1 0
U2 0
PU FAC BUSINESS ECONOMICS & ENTREPRENEURSHIP
PI BELGRADE
PA VOJVDE VLAHOVICA STR NO 35B, BELGRADE, 00000, SERBIA
SN 2217-9739
J9 INT REV
JI Int. Rev.
PY 2018
IS 1-2
BP 83
EP 110
DI 10.5937/IntRev1802083K
PG 28
WC Economics
SC Business & Economics
GA HG9DE
UT WOS:000455305600007
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Miletic, L
   Ilic, M
   Kastratovic, E
AF Miletic, Lidija
   Ilic, Milena
   Kastratovic, Edita
TI The Role of Financial Institutions from the Aspect of Innovated Banking
   Products and Services as the Reply of Banks in Serbia to the Changes in
   the Environment
SO INTERNATIONAL REVIEW
LA English
DT Review
DE financial institutions; banking sector; strategic management;
   innovations; consumers; services
AB Numerous changes from the economic and technological environment of financial institutions have led banks into innovating their products and services in order to adequately respond to new needs, i.e. the needs of new consumers, because together with the environment their needs and preferences are changed.
   Banks in Serbia according to the legislative framework have the possibility to perform various tasks. In practice, banks operating in Serbia offer certain groups of products and products that are difficult to differentiate. Today, with the aim of responding to the demand of more and more self-conscious consumers, the banks use the Internet or electronic banking as a modern channel for the distribution of banking services.
C1 [Miletic, Lidija; Ilic, Milena] Hight Vocat Sch Informat Technol, Belgrade, Serbia.
   [Kastratovic, Edita] Fac Business Econ & Entrepreneurship, Belgrade, Serbia.
RP Miletic, L (reprint author), Hight Vocat Sch Informat Technol, Belgrade, Serbia.
RI ilic, milena/W-7022-2019
OI ilic, milena/0000-0002-9719-175X
CR Barjaktarovic L., 2014, CASH MANAGMENT KONCE, V43, P48
   Brynjolfsson E., 1996, IT PRODUCTIVITY PARA
   Chandler A., 1962, STRATEGY STRUCTURE C, P2
   Filipovic V, 2012, MARKETING MENADZMENT
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   Zelenbabic S., 2011, DRUG MED NAUCN KONF, P283
NR 17
TC 0
Z9 0
U1 0
U2 0
PU FAC BUSINESS ECONOMICS & ENTREPRENEURSHIP
PI BELGRADE
PA VOJVDE VLAHOVICA STR NO 35B, BELGRADE, 00000, SERBIA
SN 2217-9739
J9 INT REV
JI Int. Rev.
PY 2018
IS 1-2
BP 111
EP 118
DI 10.5937/IntRev1802111M
PG 8
WC Economics
SC Business & Economics
GA HG9DE
UT WOS:000455305600008
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Alomari, MW
   Bashayreh, AG
   Tahtamouni, AS
AF Alomari, Mohammad W.
   Bashayreh, Ala G.
   Tahtamouni, Abla S.
TI The contribution of banking services in enhancing the profitability of
   Jordanian commercial banks
SO BUSINESS AND ECONOMIC HORIZONS
LA English
DT Article
DE Banking services; banks performance; profitability; commercial banks;
   Jordan
ID PERFORMANCE
AB Banks have traditionally been in the primacy of utilizing technology to enhance their products, services and efficiency. Investing in new financial technology services may enhance the bank's profitability; but at the same time it may increase costs. Thus, the effect of employing e-services is not obvious and requires to be tested. The study aims at estimating the effect of technological progress on banks performance measured by return on equity (ROE) in 13 Jordanian commercial banks over the period 2011-2016 using panel data.
   Results reveal that ATMs ratio, ratio of a bank's branches number, the ratio of visa cards number of each bank out of the total number of visa cards issued by all banks, and the ratio of total credit facilities granted by each bank affect profitability positively as proxied by ROE. On the other hand, the ratio of master cards number of each bank out of the total number of master cards issued by all banks is not significant. The study examines six dummy variables and found that cash withdrawals in foreign currencies and cash transfer within the same bank are the most important services (dummies) that affect bank's profitability.
C1 [Alomari, Mohammad W.; Bashayreh, Ala G.; Tahtamouni, Abla S.] Hashemite Univ, Fac Econ & Adm Sci, POB 926378, Amman 11190, Jordan.
RP Bashayreh, AG (reprint author), Hashemite Univ, Fac Econ & Adm Sci, POB 926378, Amman 11190, Jordan.
EM a.bashayreh@hu.edu.jo
RI Alomari, Mohammad Waleed Ahmed/V-2043-2019
OI Alomari, Mohammad Waleed Ahmed/0000-0002-9750-6715
CR Abaenewe Z. C., 2013, W AFRICAN J IND ACAD, V6, P171
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   Baltagi B. H., 2005, ECONOMETRIC ANAL PAN
   Ben Romdhane S, 2013, ASIAN ACAD MANAG J A, V9, P95
   Berger AN, 2003, J FINANC INTERMED, V12, P57, DOI 10.1016/S1042-9573(02)00006-2
   Hernando I, 2007, J BANK FINANC, V31, P1083, DOI 10.1016/j.jbankfin.2006.10.011
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   Khrawish H. A., 2011, MIDDLE E FINANCE EC, P142
   Levin A, 2002, J ECONOMETRICS, V108, P1, DOI 10.1016/S0304-4076(01)00098-7
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   Muhammad A., 2013, EUROP SCI J, V9, P213
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   Onay C., 2008, OXF EC C PROGR JUN 2
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   Sohail S, 2017, CORP GOV-INT J BUS S, V17, P629, DOI 10.1108/CG-05-2016-0116
NR 17
TC 0
Z9 0
U1 2
U2 3
PU PRAGUE DEVELOPMENT CENTER SRO
PI 3 PRAGUE
PA PROKOPOVA 148-15, ZIZKOV, 3 PRAGUE, 130 00, CZECH REPUBLIC
SN 1804-1205
EI 1804-5006
J9 BUS ECON HORIZ
JI Bus. Econ. Horiz.
PY 2018
VL 14
IS 5
BP 1027
EP 1035
DI 10.15208/beh.2018.70
PG 9
WC Economics
SC Business & Economics
GA HF9WD
UT WOS:000454592400006
DA 2020-02-20
ER

PT J
AU Mang'unyi, EE
   Khabala, OT
   Govender, KK
AF Mang'unyi, Eric E.
   Khabala, Oumar T.
   Govender, Krishna Kistn
TI Bank customer loyalty and satisfaction: the influence of virtual e-CRM
SO AFRICAN JOURNAL OF ECONOMIC AND MANAGEMENT STUDIES
LA English
DT Article
DE E-loyalty; Banking customers; E-CRM
ID RELATIONSHIP MANAGEMENT; SMES
AB Purpose The purpose of this paper is to investigate the mediating role of customer satisfaction (CS) in the electronic-customer relationship management (e-CRM) and customer's loyalty (CL) relationship, using data from the customers of one of the largest retail banks in Kenya.
   Design/methodology/approach Using survey mode, the study was administered to 90 samples (of which 78 were returned and usable), with data analysed using exploratory factor analysis to determine scale validity, and path analysis and multiple regression modelling to test hypotheses.
   Findings This study revealed that the interaction between e-CRM transaction features and CS was statistically significant and predicted CL, however, the interaction did not significantly account for more variance than just e-CRM features and CS. The path analysis revealed a lack of potential significant mediation effects of CS on the relationship between e-CRM and CL.
   Research limitations/implications Although this research may have sampling limitations and also that the model fit is confined in a single bank/service industry, the estimated model was reasonable enough and has the potential of being repeated in future studies.
   Originality/value The principle contribution of the present research is it supplies unique learning to bank managers and scholars alike through conceptualising and subsequently empirically verifying the path e-CRM and e-loyalty via CS, and that CS does not mediate the relationship between the aforementioned constructs. By investigating the e-CRM practices of an existing case study, it provides insights of the issue and compare to literature, therefore supplying a thorough and detailed analysis to understand the phenomenon under investigation valuable for banking sector.
C1 [Mang'unyi, Eric E.] Catholic Univ Eastern Africa, Sch Business, Nairobi, Kenya.
   [Khabala, Oumar T.] Jesuit Hist Inst Africa, Nairobi, Kenya.
   [Govender, Krishna Kistn] Univ KwaZulu Natal, Durban, South Africa.
RP Govender, KK (reprint author), Univ KwaZulu Natal, Durban, South Africa.
EM govenderkrishna@gmail.com
CR Abdulfattah F.H., 2012, EFFECT ELECT CUSTOME
   Abu-Shanab Emad, 2015, International Journal of Electronic Customer Relationship Management, V9, P254
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   Alim S., 2014, J APPL BUSINESS FINA, V3, P47
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   Dawn S.K., 2010, ASIA PACIFIC BUSINES, V6, P106
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   Thakur R, 2016, J RETAIL CONSUM SERV, V32, P151, DOI 10.1016/j.jretconser.2016.06.004
   Thuo J.K., 2011, J SCI TECHNOLOGY ED, V4, P125
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NR 64
TC 1
Z9 1
U1 5
U2 22
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2040-0705
EI 2040-0713
J9 AFR J ECON MANAG STU
JI Afr. J. Econ. Manag. Stud.
PY 2018
VL 9
IS 2
BP 250
EP 265
DI 10.1108/AJEMS-08-2017-0183
PG 16
WC Economics
SC Business & Economics
GA GG8CH
UT WOS:000432924700008
DA 2020-02-20
ER

PT J
AU Shome, A
   Jabeen, F
   Rajaguru, R
AF Shome, Anamitra
   Jabeen, Fauzia
   Rajaguru, Rajesh
TI What drives consumer choice of Islamic banking services in the United
   Arab Emirates?
SO INTERNATIONAL JOURNAL OF ISLAMIC AND MIDDLE EASTERN FINANCE AND
   MANAGEMENT
LA English
DT Article
DE United Arab Emirates (UAE); Conventional banking; Consumer attitudes and
   perceptions; Islamic Banking (IB); Religious factors; Secular factors
ID CONVENTIONAL BANKS; EMPIRICAL-EVIDENCE; ATTITUDES; RELIGIOSITY;
   CUSTOMERS; SELECTION; DETERMINANTS; SATISFACTION; ATTRIBUTES; PERCEPTION
AB Purpose Islamic banking (IB) has witnessed remarkable growth in the past decade. The purpose of this study is to explore some factors that are influencing the choice of Islamic banking and finance (IBF) products and services in the United Arab Emirates (UAE), a predominantly Muslim country.
   Design/methodology/approach Students enrolled at a university located in a major emirate in the UAE were asked to respond to a survey on factors underlying their decision to open an account at an Islamic bank. Responses were analyzed using descriptive statistics, analysis of variance and regression analysis.
   Findings Results indicate that the decision to open an account with an Islamic bank is influenced by consumer expectations regarding the conformity of the bank's operations with Islamic principles, as well as consumers' Arab language skills. Variables such as consumers' nationality, gender, education and familiarity with IB do not have a significant influence on the decision to open an account at an Islamic bank.
   Research limitations/implications The study focuses on university students from a certain Emirate only, which somewhat limits the generalizability of the research results. Nevertheless, the findings of this study may potentially provide some practical insights for further improving and promoting IB, with special reference to the UAE youth market segment.
   Originality/value The research is original in nature, particularly as there have not been many instances where the choice of potential consumers (university students) regarding IB and finance services has been explored within the IB sector in a predominantly Muslim nation such as the UAE, an emerging Gulf economy. Consequently, the research findings have important implications for Islamic banks operating in a predominantly Islamic environment.
C1 [Shome, Anamitra] Brock Univ, Dept Accounting, St Catharines, ON, Canada.
   [Jabeen, Fauzia] Abu Dhabi Univ, Coll Business Adm, Management, Abu Dhabi, U Arab Emirates.
   [Rajaguru, Rajesh] Univ Tasmania, Tasmanian Sch Business & Econ, Dept Management & Mkt, Hobart, Tas, Australia.
RP Jabeen, F (reprint author), Abu Dhabi Univ, Coll Business Adm, Management, Abu Dhabi, U Arab Emirates.
EM ashome@brocku.ca; fauzia.jabeen@adu.ac.ae; rajeshhorti@gmail.com
OI Rajaguru, Rajesh/0000-0001-8262-368X
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NR 63
TC 5
Z9 5
U1 2
U2 9
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1753-8394
EI 1753-8408
J9 INT J ISLAMIC MIDDLE
JI Int.J. Islamic Middle Eastern Finance Manag.
PY 2018
VL 11
IS 1
BP 79
EP 95
DI 10.1108/IMEFM-03-2017-0066
PG 17
WC Business, Finance; Management
SC Business & Economics
GA GA6WV
UT WOS:000428476300005
DA 2020-02-20
ER

PT J
AU Song, H
   Yu, KK
   Lu, Q
AF Song, Hua
   Yu, Kangkang
   Lu, Qiang
TI Financial service providers and banks' role in helping SMEs to access
   finance
SO INTERNATIONAL JOURNAL OF PHYSICAL DISTRIBUTION & LOGISTICS MANAGEMENT
LA English
DT Article
DE Commercial banks; Case study; SMEs financing; Financial service
   provider; Supply chain finance
ID SUPPLY CHAIN FINANCE; FIRMS; PERFORMANCE; CHALLENGES; ADOPTION;
   EMBEDDEDNESS; INFORMATION; MANAGEMENT; INNOVATION; ALLIANCES
AB Purpose Despite their crucial role in sustaining national economies, small and medium enterprises (SMEs) are beset by the constraint of financing at better conditions. The purpose of this paper is to compare supply chain finance (SCF) solutions provided by commercial banks and financial service providers (FSPs) that help SMEs access financing.
   Design/methodology/approach This study looks at multiple case studies using in-depth interviews with focal firms (lenders) to answer the research questions. In-depth interviews were conducted with three Chinese FSPs and three commercial banks providing working capital to the same SMEs. The unit of analysis is SCF solutions that have made the companies competitive in the industry.
   Findings The case studies show that the acquisition of transaction information and business credit in SCF can reduce ex ante information asymmetry. SCF utilizing receivable transfers, closed-loop business, relational embeddedness, and a combination of outcome control and behavioral control can also reduce ex post information asymmetry. For these reasons, compared with commercial bank-dominated SCF, SCF adopted by FSPs in the supply chain can better reduce information asymmetry.
   Originality/value This study contributes to the emerging literature exploring the impact of SCF on SMEs accessing financing. In particular, this study provides supply chain management and operations insights on SCF and their consequent influence. Previous research has focused on the direct dyadic relationship between lenders and borrowers while neglecting supply chain effects. Uniquely, this study explores the different ways commercial banks and FSPs implement SCF solutions.
C1 [Song, Hua; Lu, Qiang] Renmin Univ China, Sch Business, Beijing, Peoples R China.
   [Yu, Kangkang] Renmin Univ China, Sch Agr Econ & Rural Dev, Beijing, Peoples R China.
RP Yu, KK (reprint author), Renmin Univ China, Sch Agr Econ & Rural Dev, Beijing, Peoples R China.
EM songhua@ruc.edu.cn; yukangkang@ruc.edu.cn; lqshiying@126.com
FU National Natural Science Foundation of ChinaNational Natural Science
   Foundation of China [71272155, 71232011, 71672189]
FX The authors acknowledge that the research underlying this paper was
   supported by the National Natural Science Foundation of China (Nos
   71272155, 71232011, 71672189).
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NR 69
TC 17
Z9 17
U1 14
U2 72
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0960-0035
EI 1758-664X
J9 INT J PHYS DISTR LOG
JI Int. J. Phys. Distrib. Logist. Manag.
PY 2018
VL 48
IS 1
BP 69
EP 92
DI 10.1108/IJPDLM-11-2016-0315
PG 24
WC Management
SC Business & Economics
GA FX0QC
UT WOS:000425749800004
DA 2020-02-20
ER

PT J
AU Kosiba, JPB
   Boateng, H
   Amartey, AFO
   Boakye, RO
   Hinson, R
AF Kosiba, John Paul Basewe
   Boateng, Henry
   Amartey, Abednego Feehi Okoe
   Boakye, Robert Owusu
   Hinson, Robert
TI Examining customer engagement and brand loyalty in retail banking: The
   trustworthiness influence
SO INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT
LA English
DT Article
DE Ghana; Trustworthiness; Retail banking; Brand loyalty; Customer
   engagement
ID CONSUMER-TRUST; SATISFACTION; ANTECEDENTS; EXPERIENCE; KNOWLEDGE;
   FRAMEWORK; SERVICES; CRITERIA; MODEL
AB Purpose In recent times, there has been a growing research interest in customer engagement; however, there is a paucity of empirical evidence on the drivers and outcomes of customer engagement such as brand loyalty. Furthermore, the customer engagement and brand loyalty literature have paid little attention to trustworthiness, even though it has the potential of explaining customer engagement, brand loyalty and their relationships. Consequently, the purpose of this paper is to ascertain the drivers of customer engagement and its relationship with brand loyalty in the context of retail banking in Ghana.
   Design/methodology/approach The authors employed the survey research design. The authors collected data from retail banking customers in Ghana using the intercept approach. There were 385 respondents. The authors analysed the data using the structural equation modelling approach.
   Findings The results show that trustworthiness drives customer engagement which results in brand loyalty. The findings reveal that trustworthiness is defined through integrity, benevolence and ability while customer engagement is defined via emotional engagement, cognitive engagement and behavioural engagement.
   Originality/value This study examines the impact of trustworthiness on customer engagement and brand loyalty. It shows the mediating role of customer engagement in the relationship between trustworthiness and brand loyalty.
C1 [Kosiba, John Paul Basewe; Amartey, Abednego Feehi Okoe] Univ Profess Studies, Dept Mkt, Accra, Ghana.
   [Boateng, Henry] Univ Technol Sydney, Sch Commun, Sydney, NSW, Australia.
   [Boakye, Robert Owusu] Univ Profess Studies, Dept Banking & Finance, Accra, Ghana.
   [Hinson, Robert] Univ Ghana, Business Sch, Dept Mkt & Entrepreneurship, Accra, Ghana.
   [Hinson, Robert] Univ Free State, Business Sch, Bloemfontein, South Africa.
RP Boateng, H (reprint author), Univ Technol Sydney, Sch Commun, Sydney, NSW, Australia.
EM hboateng85@gmail.com
OI Kosiba, John Paul/0000-0003-2311-6033
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NR 78
TC 1
Z9 1
U1 7
U2 14
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0959-0552
EI 1758-6690
J9 INT J RETAIL DISTRIB
JI Int. J. Retail Distrib. Manag.
PY 2018
VL 46
IS 8
BP 764
EP 779
DI 10.1108/IJRDM-08-2017-0163
PG 16
WC Business; Management
SC Business & Economics
GA GX1SB
UT WOS:000447497400003
DA 2020-02-20
ER

PT J
AU Shetty, A
   Basri, S
AF Shetty, Ankitha
   Basri, Savitha
TI Relationship orientation in banking and insurance services - a review of
   the evidence
SO JOURNAL OF INDIAN BUSINESS RESEARCH
LA English
DT Review
DE Satisfaction; Trust; Financial services; Relationship marketing;
   Relationship quality; Relational selling behaviour
ID RELATIONSHIP QUALITY; RELATIONSHIP STRENGTH; CUSTOMER ORIENTATION;
   MODERATING ROLE; FINANCIAL SERVICES; SELLING BEHAVIORS; CONSUMER
   LOYALTY; MARKET-RESEARCH; LIFE INSURERS; COMMITMENT
AB Purpose This study aims to review the published empirical research on relationship orientation in banking and insurance services. The objective of the study is to understand whether a strong customer-sales representative relationship contributes to sales effectiveness and to know the significance of relational behaviors in developing and maintaining long-term relationship.
   Design/methodology/approach Through Boolean search, a systematic review with narrative synthesis was conducted. Relevant electronic bibliographic databases and reference lists of pertinent review articles were searched. Screening and eligibility of articles were based on participants, interventions, comparisons, outcomes (PICO) model and PRISMA (Preferred Reporting Items for Systematic reviews) guidelines.
   Findings A total of 22 papers were finalized for the study, and results reveal that customer orientation behavior and adaptive selling behavior of sales representatives improve relationship quality, culminating in higher customer satisfaction, enhanced loyalty and escalated commitment, whereas selling orientation diminishes the relationship quality. The attributes of sales person especially contact intensity, contact frequency and client knowledge augment sales effectiveness and longstanding relationship with the customers.
   Practical implications This paper would provide valuable insights for financial sales representatives, academicians and practitioners of relationship marketing in the area of banking and insurance services. Personalization and customizations are important aspects of the provision of social benefits that strengthen competitive advantage.
   Originality/value Although the relevance of relationship marketing has been acknowledged, the conceptual base of relationship orientation in banking and insurance services has received only limited attention.
C1 [Shetty, Ankitha; Basri, Savitha] Manipal Acad Higher Educ, Sch Management, Manipal, Karnataka, India.
RP Basri, S (reprint author), Manipal Acad Higher Educ, Sch Management, Manipal, Karnataka, India.
EM ankithashetty2015@gmail.com; savitha.bs@manipal.edu
OI Shetty, Ankitha/0000-0002-1314-7322
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NR 73
TC 1
Z9 1
U1 0
U2 5
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1755-4195
EI 1755-4209
J9 J INDIAN BUS RES
JI J. Indian Bus. Res.
PY 2018
VL 10
IS 3
SI SI
BP 237
EP 255
DI 10.1108/JIBR-10-2017-0176
PG 19
WC Business
SC Business & Economics
GA GS0EK
UT WOS:000443159600002
DA 2020-02-20
ER

PT J
AU Pratihari, SK
   Uzma, SH
AF Pratihari, Suvendu Kumar
   Uzma, Shigufta Hena
TI CSR and corporate branding effect on brand loyalty: a study on Indian
   banking industry
SO JOURNAL OF PRODUCT AND BRAND MANAGEMENT
LA English
DT Article
DE Banking; Corporate social responsibility; Brand loyalty; Corporate
   branding
ID SOCIAL-RESPONSIBILITY CSR; CUSTOMER SATISFACTION; COEFFICIENT-ALPHA;
   SERVICE QUALITY; IMPACT; MANAGEMENT; IMAGE; EXPECTATIONS; REFLECTIONS;
   REPUTATION
AB Purpose - The study aims to examine the effect of corporate social responsibility (CSR) on corporate branding (CB) and brand loyalty (BL) in the Indian Banking industry. The study further intends to examine the direct and indirect effect of CSR on BL when CSR becomes an integral part of CB.
   Design/methodology/approach - A structured questionnaire using seven-point Likert's scale is the instrument for data collection. Stratified random sampling is used to collect the cross-sectional data from 430 savings bank customers in India. A new scale is developed and used to measure the CB as a single construct. A multi-model path using structural equation modelling is used to test the hypotheses. Direct and indirect model path analysis is used to examine the integrated effect of CSR and CB on BL.
   Findings - The results of the study show that there is a significant impact of CSR components (economic, legal, ethical and philanthropic) on CB to enhance customer BL. The study offers new insight into the relationship between CSR and BL by introducing CB as the mediating factor. However, the relationship between "legal responsibility to CB" and "philanthropy responsibility to BL" demonstrate a negative coefficient in the path analysis. Further, the result of the direct and indirect model path analysis confirms that customers' BL can be enhanced more efficiently when CSR becomes an integral part of CB.
   Practical implications - The strategic incorporation of CSR tools as an integral part of CB strategy can help the managers in the banking industry to enhance their customers' BL. Besides economic and legal responsibilities, managers need to give more emphasis on the ethical and philanthropic responsibilities as critical positioning tools to develop firm's corporate brand followed by enhancing BL.
   Originality/value - Scale development and validation of CB as a single construct is an original move in this study. Additionally, the study is a pioneer to examine the direct and indirect effect of CSR on customers' BL using CB as a key mediating factor.
C1 [Pratihari, Suvendu Kumar; Uzma, Shigufta Hena] Natl Inst Technol Rourkela, Rourkela, India.
RP Pratihari, SK (reprint author), Natl Inst Technol Rourkela, Rourkela, India.
EM suvendupratihari@gmail.com
RI Pratihari, Suvendu Kumar/K-5607-2014
OI Pratihari, Suvendu Kumar/0000-0001-6664-0279
FU Indian Council of Social Science Research (ICSSR), New Delhi
FX This study is supported by Indian Council of Social Science Research
   (ICSSR), New Delhi as a part of awarding doctoral fellowship.
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NR 225
TC 5
Z9 5
U1 1
U2 36
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1061-0421
EI 2054-1643
J9 J PROD BRAND MANAG
JI J. Prod. Brand Manag.
PY 2018
VL 27
IS 1
SI SI
BP 57
EP 78
DI 10.1108/JPBM-05-2016-1194
PG 22
WC Business; Management
SC Business & Economics
GA FW0OJ
UT WOS:000424994300006
DA 2020-02-20
ER

PT J
AU Mbama, CI
   Ezepue, P
   Alboul, L
   Beer, M
AF Mbama, Cajetan Ikechukwu
   Ezepue, Patrick
   Alboul, Lyuba
   Beer, Martin
TI Digital banking, customer experience and financial performance: UK bank
   managers' perceptions
SO JOURNAL OF RESEARCH IN INTERACTIVE MARKETING
LA English
DT Article
DE Internet marketing; Financial services; Service quality; Customer
   experience; Digital growth; Digitalizations
ID SERVICE QUALITY; INTERNET BANKING; PERCEIVED USEFULNESS; SATISFACTION;
   LOYALTY; MODEL; ADOPTION; INSTITUTIONS; ENGAGEMENT; INNOVATION
AB Purpose This study aims to examine managers' perceptions of digital banking's (DB) effect on customer experience and banks' financial performance.
   Design/methodology/approach The research uses interviews from the senior UK bank managers to gather their views on DB's impact on customer experience and financial performance. The interviews were thematically analysed to produce results and a model.
   Findings The attributes affecting DB experience are as follows: service quality, functional quality, perceived value, service customisation, service speed, employee-customer engagement, brand trust, DB innovation, perceived usability and perceived risk. They affect customer experience, satisfaction and loyalty and financial performance. The research revealed relationships amongst these attributes (e.g. brand trust and loyalty).
   Research limitations/implications The study is a UK bank specific and can be replicated in other developed countries' banks, helping in further comparison. However, DB is conducted globally, which implies that the findings are robust enough to be potentially applied in other countries. The proposed model shows customer experience drivers and outcomes through managers' views, which can be theoretically tested.
   Practical implications The findings suggest important attributes (as above) for consideration to improve DB customer experience and financial performance. They show the relevance of employee-customer interaction, service personalisation, value proposition, quality service offering and DB experience, which have useful implications for improving DB design and interactive marketing.
   Originality/value Gauging DB customer experience as perceived by bank managers has not been studied in this way, highlighting DB effectiveness, which is important for multi-channel marketing and banks' financial performance, and advances theory.
C1 [Mbama, Cajetan Ikechukwu; Ezepue, Patrick; Alboul, Lyuba; Beer, Martin] Sheffield Hallam Univ, MERI, Sheffield, S Yorkshire, England.
RP Mbama, CI (reprint author), Sheffield Hallam Univ, MERI, Sheffield, S Yorkshire, England.
EM c.mbama@ntlworld.com; P.Ezepue@shu.ac.uk; L.Alboul@shu.ac.uk;
   M.Beer@shu.ac.uk
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NR 48
TC 1
Z9 1
U1 6
U2 21
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2040-7122
EI 2040-7130
J9 J RES INTERACT MARK
JI J. Res. Interact. Mark.
PY 2018
VL 12
IS 4
SI SI
BP 432
EP 451
DI 10.1108/JRIM-01-2018-0026
PG 20
WC Business
SC Business & Economics
GA HA4CW
UT WOS:000450206500003
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Hoque, ME
   Hashim, NMHN
   Bin Azmi, MH
AF Hoque, Mohammad Enamul
   Hashim, Nik Mohd Hazrul Nik
   Bin Azmi, Mohammad Hafizi
TI Moderating effects of marketing communication and financial
   consideration on customer attitude and intention to purchase Islamic
   banking products: A conceptual framework
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Malaysia; Purchase intention; Islamic banking; Islamic financial
   services marketing; Theory of planned behaviour; Marketing
   communications; Financial consideration; Profit-loss sharing proportions
ID GROUP DECISION-MAKING; INTERNET BANKING; PERCEIVED RISK; BEHAVIORAL
   INTENTION; CONSUMERS PERCEPTION; SERVICE QUALITY; ADOPTION;
   DETERMINANTS; MALAYSIA; MODEL
AB Purpose The purpose of this paper is to introduce a conceptual framework that can facilitate investigations concerning the impact of marketing communication and financial consideration on the relationship between customer attitude and purchase intention of Islamic banking products and services.
   Design/methodology/approach This conceptual paper is structured based on the extant literature; it provides a review of theoretical perspectives, highlights the gap and illustrates the significance for developing a framework.
   Findings The authors identify notable patterns and limitations in previous empirical studies. Specifically, despite increasing interest in Islamic banking customer behavior, prior research has not given much attention to explore moderating effects on the customer attitude-intention link. This has left researchers and bank managers with very limited information to explain the conditions that enhance customers' attitude and intentions toward Islamic banking products. Based on this backdrop, the paper displays a viable research model with propositions that assess potential moderating effects on the domain relationship.
   Research limitations/implications This paper contributes to Islamic banking and management literature because prior research has predominantly focused on variables that directly influence customers' behavior. This novel conceptual framework enables managers to better understand their customers and has implications for emerging themes, such as formulating strategies for specific customer groups and internationalization process. In addition, this paper provides a starting point to empirically examine whether and how the proposed moderators affect the link between customer attitude and behavioral intentions to purchase Islamic banking products.
   Originality/value To the best of knowledge, this is the first attempt to introduce relevant moderating variables for investigating the attitude and intention nexus in an Islamic banking context. Furthermore, the authors propose a new measure, namely, profit-loss sharing proportions which could enhance customers' intention to purchase Islamic banking products.
C1 [Hoque, Mohammad Enamul; Hashim, Nik Mohd Hazrul Nik; Bin Azmi, Mohammad Hafizi] Univ Kebangsaan Malaysia, Grad Sch Business, Bangi, Malaysia.
RP Hoque, ME (reprint author), Univ Kebangsaan Malaysia, Grad Sch Business, Bangi, Malaysia.
EM iiuc.enam@ymail.com
OI Hoque, Mohammad Enamul/0000-0003-3233-8316
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NR 121
TC 0
Z9 0
U1 6
U2 8
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PY 2018
VL 9
IS 4
BP 799
EP 822
DI 10.1108/JIMA-01-2017-0005
PG 24
WC Business
SC Business & Economics
GA GX4DZ
UT WOS:000447678700004
DA 2020-02-20
ER

PT J
AU Khamis, FM
   AbRashid, R
AF Khamis, Fauz Moh'd
   AbRashid, Rosemaliza
TI Service quality and customer's satisfaction in Tanzania's Islamic banks:
   A case study at People's Bank of Zanzibar (PBZ)
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Tanzania; lslamic banking; Service quality; Customers' satisfaction
ID PERFORMANCE; PERCEPTION; MODEL
AB Purpose This study aims to examine the relationship between service quality and customers' satisfaction, and the effect of service quality on customers' satisfaction in Tanzanian Islamic banking.
   Design/methodology/approach This study applied six service quality dimensions of CARTER model, i.e. compliance, assurance, reliability, tangible, empathy and responsiveness, to measure Tanzania Islamic banks' service quality. The questionnaire was also used to measure the level of customers' satisfaction to the Islamic banking services provided. A total of 384 questionnaires were randomly distributed to the customers of People's Bank of Zanzibar Islamic banking division, whereby 255 questionnaires were returned and used for analysis. By using SPSS version 19, descriptive analysis, correlation analysis and regression analysis have been used to meet the research objectives.
   Findings The study findings indicate that customers are satisfied with the Islamic banking services provided by Tanzania banks. However, it has been found that customers are attracted by compliance, tangibility and reliability of the banks. The findings further indicate a significant relationship between service quality and customers' satisfaction. Indeed, empathy, compliance and reliability were found to be the only significant predictors of customers' satisfaction.
   Research limitations/implications Further researches should be considered to involve more banks to generalize the findings. Again, the study has focused on the influence of service quality on customer satisfaction; however, there may be other issues that have direct or indirect influence on customers' satisfaction on Tanzania Islamic banking. It is, therefore, suggested that future researchers may broaden their scope and conduct research in these areas.
   Practical implications The findings of the study suggest that there is large number of Muslim and non-Muslims communities who are interested in Islamic modes of finance and banking. Banks have potential to increase customers' base by improving the quality of their services. Essentially, banks must focus on complying with Islamic principles, improving reliability and empathy, as they statistically influence customers' satisfaction.
   Social implications The study creates awareness about the nature of the quality of services provided by Islamic banks in Tanzania. Hence, the study may influence more customers to join Islamic banks for better services.
   Originality/value This study is important for Tanzania Islamic banks considering that the country has a large number of Muslim communities and non-Muslims who are interested in Islamic modes of finance and banking. While most of the other studies on customers' preferences in Tanzania are based on conventional banking services, this study focuses on Islamic modes of finance and banking.
C1 [Khamis, Fauz Moh'd] State Univ Zanzibar, Business Sch, Zanzibar, Tanzania.
   [AbRashid, Rosemaliza] Univ Utara Malaysia, Coll Business, Islamic Business Sch, Sintok, Malaysia.
RP Khamis, FM (reprint author), State Univ Zanzibar, Business Sch, Zanzibar, Tanzania.
EM fauzmokha@yahoo.com
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NR 74
TC 1
Z9 1
U1 4
U2 7
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PY 2018
VL 9
IS 4
BP 884
EP 900
DI 10.1108/JIMA-09-2016-0068
PG 17
WC Business
SC Business & Economics
GA GX4DZ
UT WOS:000447678700008
DA 2020-02-20
ER

PT J
AU Abdolshah, M
   Khatibi, SAM
   Moghimi, M
AF Abdolshah, Mohammad
   Khatibi, Seyed Amir Mohammad
   Moghimi, Mostafa
TI Factors Influencing Job Satisfaction of Banking Sector Employees (The
   case study: Asgariyeh and MehrIran Banks in Qazvin and Alborz, Iran)
SO JOURNAL OF CENTRAL BANKING THEORY AND PRACTICE
LA English
DT Article
DE Job Satisfaction; Banking Sector; Employees Satisfaction
ID CREATIVE PERFORMANCE; INNOVATION; EXPERIENCE; OPENNESS; BEHAVIOR
AB Satisfaction in life and everyday work is important in everyone's life. We spend most of our time working or being involved in some economic activity to make a living. This paper focuses on the relative importance of job satisfaction factors and their impact on the overall job satisfaction of employees. The present study is a cross-sectional type of research performed in 2015. The study population is senior executives of the Asgariyeh and Mehrlran Banks in Qazvin and Alborz. The research instruments included two questionnaires based on individual characteristics and proprietary. The Individual characteristics questionnaire consists of 4 questions and the Proprietary questionnaire consists of 70 items, including a dependent variable of Job satisfaction. SPSS software was used for data analysis. One-sample t-Test was used to investigate the condition of each of the dependent and independent variables in the research. In conclusion, it can be said that the colleagues, upgrade, and compensation variables are respectively in the first, second, and third place influencing job satisfaction.
C1 [Abdolshah, Mohammad] Islamic Azad Univ, Semnan Branch, Ind Engn Dept, Semnan, Iran.
   [Khatibi, Seyed Amir Mohammad; Moghimi, Mostafa] Semnan Univ, Ind Engn Dept, Semnan, Iran.
RP Abdolshah, M (reprint author), Islamic Azad Univ, Semnan Branch, Ind Engn Dept, Semnan, Iran.
EM Abdolshah@gmail.com; Am.khatib@semnan.ac.ir; Nmmoghimi@gmail.com
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NR 33
TC 0
Z9 0
U1 1
U2 4
PU DE GRUYTER POLAND SP ZOO
PI WARSAW
PA BOGUMILA ZUGA 32A STR., 01-811 WARSAW, POLAND
SN 1800-9581
EI 2336-9205
J9 J CENT BANK THEOR PR
JI J. Cent. Bank Theor. Pract.
PD JAN
PY 2018
VL 7
IS 1
BP 207
EP 222
DI 10.2478/jcbtp-2018-0009
PG 16
WC Business, Finance
SC Business & Economics
GA GV7LX
UT WOS:000446308700009
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Didenko, I
   Kryvych, Y
   Buriak, A
AF Didenko, Iryna
   Kryvych, Yana
   Buriak, Anna
TI EVALUATION OF DEPOSIT MARKET COMPETITION: BASIS FOR BANK MARKETING
   IMPROVEMENT
SO MARKETING AND MANAGEMENT OF INNOVATIONS
LA English
DT Article
DE bank marketing; banks; deposit market; competition; Panzar-Rosse model
ID OLIGOPOLY
AB Business strategy and market communication of financial intermediaries, including banks require a transformation under the significant impact of the innovation's development and a highly competitive landscape. The article considers bank marketing improvement through evaluation of deposit market competition. Key trends of the deposit market by Ukrainian case were analysed by authors. More than 60% of the total deposit portfolio of Ukraine is concentrated in 5 largest banks making market highly concentrated. Comparative matrix of the existing approaches and models for assessing the level of competition in the banking market was presented in the paper. Using nonstructural Panzar-Rosse model (by calculating the H-statistics as an indicator of the level of competition on the market) and input quarterly data on the bank's financial performance in Ukraine for the period 01.01.2005- 01.04.2016, four main factors for bank competition level on the deposit market were identified. They include the rate of bank liquidity; factor describing the effectiveness of bank funding strategy; a factor assessing the availability of the bank's reserve funds and a factor that combines all the key indicators of the country's banking system stability (the ratio of equity capital to total assets, the ratio of the volume of customers' deposits to total assets, the ratio of total unpaid assets to assets, the ratio of total administrative expenses of the bank to its assets). Evaluation results point out on the monopolistic competition with frequent deviations towards absolute monopoly or oligopoly on the deposit market of Ukraine. This trend is consistent with the characteristic of the European Union indicating a further reforming of the banking sector in this segment (for example, full implementation of Basel II, Basel III). Suggested and empirically tested approach for evaluation of deposit market competition could expand tools of bank marketing strategies.
C1 [Didenko, Iryna; Kryvych, Yana; Buriak, Anna] Sumy State Univ, Finance Banking & Insurance Dept, Sumy, Ukraine.
RP Didenko, I (reprint author), Sumy State Univ, Finance Banking & Insurance Dept, Sumy, Ukraine.
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NR 35
TC 0
Z9 0
U1 0
U2 6
PU SUMY STATE UNIV, DEPT MARKETING & MIA
PI SUMY
PA RYMSKIY-KORSAKOV ST 2, SUMY, 40007, UKRAINE
SN 2218-4511
J9 MARK MANAG INNOV
JI Mark. Manag. Innov.
PY 2018
IS 2
BP 129
EP 141
DI 10.21272/mmi.2018.2-11
PG 13
WC Management
SC Business & Economics
GA GU6NW
UT WOS:000445433200011
OA Bronze
DA 2020-02-20
ER

PT J
AU Moraru, AD
   Duhnea, C
AF Moraru, Andreea-Daniela
   Duhnea, Cristina
TI E-banking and Customer Satisfaction with Banking Services
SO STRATEGIC MANAGEMENT
LA English
DT Article
DE Customer satisfaction; banking services; service quality; customer
   loyalty
AB The set-off of the financial crisis in 2007, as well as the natural dynamics of the banking sector, have determined a fierce competition within the banking industry.
   The Romanian banking system developed rapidly in terms of profitability and rhythm of credit growth up to 2007, and therefore credit institutions did not make efforts to investigate and support customer satisfaction through concerted actions, since the economic growth period created and maintained the phenomenon commonly referred to as "the client searches for the bank". Starting with 2008, however, the prospects have changed significantly due to the drastic reduction of the consumption of banking products, especially loan products. Credit institutions were therefore forced to rethink their promotion strategies and pay more attention to all elements that impact customer satisfaction including digitalization of the banking products without additional costs.
   Under these circumstances, banks are preoccupied, more than ever, with customer satisfaction.
   The particular nature of the banking activity limits the possibilities for banks to differentiate their offer of products and services (Ilie et al., 2017). Bearing in mind that in the end all organizations strive to obtain customer loyalty, banks' concern with customer satisfaction appears as a natural and legitimate preoccupation.
   Although the concept of satisfaction was introduced several decades ago by Cardozo (1965), a consensus regarding its definition has not yet been reached. Some authors view satisfaction as a process (Hunt, 1977, Tse and Wilton, 1988), while others regard it as an outcome (Howard and Sheth, 1969). Although a generally accepted definition has not yet been developed, numerous models including determinants or antecedents of customer satisfaction are available in the dedicated literature. As in the case of the definition of customer satisfaction, consensus has not been reached regarding the determinants or antecedents of customer satisfaction either.
   The focus of this paper is to grasp the importance of e-banking within the general satisfaction of customers with regard to banking services.
   Following an ample literature review, we selected five categories of customer satisfaction determinants with bank services: convenience, environment, quality, tariffs, and e-banking, each comprising several sub-criteria. We then employed a descriptive quantitative research, in Constanta County (South-East Romania), during November and December 2016. The research tool was a questionnaire comprising three main sections: a general socio-demographic section, a section dedicated to the assessment of the general customer satisfaction level with bank services, and a third section focused on assessing the five categories of customer satisfaction determinants in terms of bank services. Five-point semantic differentials (from 1 -very unsatisfied to 5 - very satisfied) were used in order to assess the general satisfaction level with banking services as well the satisfaction level with each of the 16 criteria.
C1 [Moraru, Andreea-Daniela; Duhnea, Cristina] Ovidius Univ Constanta, Fac Econ Sci, 124 Mamaia Av, Constanta 900527, Romania.
RP Moraru, AD (reprint author), Ovidius Univ Constanta, Fac Econ Sci, 124 Mamaia Av, Constanta 900527, Romania.
EM moraru.ad@gmail.com
RI Duhnea, Cristina/K-7492-2019
OI Duhnea, Cristina/0000-0001-8846-4405
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NR 18
TC 0
Z9 0
U1 5
U2 22
PU UNIV NOVI SAD, FAC ECONOMICS SUBOTICA
PI SUBOTICA
PA SEGEDINSKI PUT 9-11, SUBOTICA, 24000, SERBIA
SN 1821-3448
EI 2334-6191
J9 STRATEG MANAG
JI Strateg. Manag.
PY 2018
VL 23
IS 3
BP 3
EP 9
DI 10.5937/StraMan1803003M
PG 7
WC Management
SC Business & Economics
GA GU8GI
UT WOS:000445575200001
OA Bronze
DA 2020-02-20
ER

PT J
AU Zhang, TT
   Lu, C
   Kizildag, M
AF Zhang, Tingting
   Lu, Can
   Kizildag, Murat
TI Banking "on-the-go": examining consumers' adoption of mobile banking
   services
SO INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES
LA English
DT Article
DE Mobile technology; Mobile apps
ID TECHNOLOGY ACCEPTANCE MODEL; USER ACCEPTANCE; INTERNET BANKING;
   PERCEIVED EASE; GENERATION Y; TRUST; INFORMATION; IMPACT; DETERMINANTS;
   ANTECEDENTS
AB Purpose This paper aims to examine consumers' adoption of mobile technology to facilitate their banking services and activities, and to investigate the factors influencing their adoption and engagement.
   Design/methodology/approach An online survey is used to test proposed relationships between factors and consumers' mobile banking adoption. Structural equation modeling is performed to analyze consumers' intentions toward mobile banking.
   Findings Traditional technology acceptance model factors - perceived usefulness and perceived ease of use - are identified as effective factors in influencing consumers to adopt mobile technology for facilitating banking services. Moreover, technology safety concerns, including reliability and privacy factors, are found to play an important role in motivating consumers to embrace mobile banking. The fun feature of the technology and consumers' innovativeness characteristics are considered important in influencing mobile banking adoption. Trust in the banks has its predominant role in mobile technology adoption for banking services.
   Practical implications A bank gaining trust from its clients is key to active adoption of mobile banking technology. Bankers are advised to pay more attention to reliability and privacy features when designing and promoting mobile banking technology to consumers. Moreover, advertisements to bank clients should stress the fun aspects of the mobile banking apps to attract them to the use of mobile banking technology.
   Originality/value This paper investigates the factors influencing bank consumers to adopting mobile banking apps to facilitate their banking services. Nine key factors in the technology adoption area are examined to provide a comprehensive understanding of bank clients' use of mobile banking apps, which advances the understanding of mobile technology applied in the banking industry in the literature.
C1 [Zhang, Tingting; Kizildag, Murat] Univ Cent Florida Rosen, Coll Hospitality Management, Dept Hospitality Serv, Orlando, FL 32819 USA.
   [Lu, Can] Ohio State Univ, Columbus, OH 43210 USA.
RP Zhang, TT (reprint author), Univ Cent Florida Rosen, Coll Hospitality Management, Dept Hospitality Serv, Orlando, FL 32819 USA.
EM tingting.zhang@ucf.edu
RI Kizildag, Murat/Y-6035-2019; Zhang, Tingting/J-6994-2019
OI Zhang, Tingting/0000-0001-7162-0918
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NR 85
TC 5
Z9 5
U1 4
U2 8
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1756-669X
EI 1756-6703
J9 INT J QUAL SERV SCI
JI Int. J. Qual. Serv. Sci.
PY 2018
VL 10
IS 3
BP 279
EP 295
DI 10.1108/IJQSS-07-2017-0067
PG 17
WC Management
SC Business & Economics
GA GT1OG
UT WOS:000444240000005
DA 2020-02-20
ER

PT J
AU Famiyeh, S
   Asante-Darko, D
   Kwarteng, A
AF Famiyeh, Samuel
   Asante-Darko, Disraeli
   Kwarteng, Amoako
TI Service quality, customer satisfaction, and loyalty in the banking
   sector: The moderating role of organizational culture
SO INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT
LA English
DT Article
DE Quality; Satisfaction; Loyalty; Ghana; Empathy; Banking
ID CONCEPTUAL-MODEL; MEDIATING ROLE; E-COMMERCE; PLS-SEM; IMPACT;
   DIMENSIONS; TRUST; CONSEQUENCES; PERCEPTIONS; PERFORMANCE
AB Purpose The purpose of this paper is to understand the moderating role of organizational culture in the relationship between service quality, customer satisfaction and loyalty in the banking sector using data from the Ghanaian banking sector. The idea is to understand the relative importance of the various service dimensions to customers patronizing banking services in Ghana and to ascertain what drives customer satisfaction and whether this satisfaction has implication on their loyalty.
   Design/methodology/approach The study used a survey and relied on partial least squares structural equation modeling to study the relationship between service quality and its impact on customer satisfaction and customer loyalty.
   Findings The result indicates that the reliability, ambiance and social factors all have a significant positive relationship with the satisfaction of customers doing business with these banks. However, assurance and responsiveness of the employees seem to have no significant relationship with the satisfaction of customers. It is also important to indicate that organizational culture seems to strengthen the positive relationship between the service quality dimensions and customer satisfaction. The results further indicate that customer satisfaction has a direct positive relationship with customer loyalty.
   Research limitations/implications Reliability, ambiance and social factors remain the three most important drivers of customer satisfaction in the banking sector in Ghana. It is, therefore, important for bankers to consistently undergo training and education in order to deliver more reliable services to customers. Managers should also make efforts to groom employees, provide attractive promotion materials, provide directions to the banks, make sure the banking halls are neat for customers while waiting and the provision of enough parking spaces for customers. One limitation of this work is that the data focused on only the Ghanaian banking environment.
   Practical implications The research shows the importance of the service quality constructs such as reliability, ambiance and the social factors on customer satisfaction and loyalty in the banking sector. The organizational culture seems to strengthen the positive relationship between empathy, reliability, tangibles and customer satisfaction. It is therefore important for banks to continue to build cultures that will commit employees to their work, so that they feel the sense of ownership of quality in order to contribute meaningfully.
   Originality/value The work illustrates and provides some insights and builds on the literature in the area of service quality, customer satisfaction and loyalty from a developing country's environment using the stimulus-organism-response model. In addition, this work further highlights the importance of the moderating role of organizational culture in the relationship between the service quality dimensions and customer satisfaction.
C1 [Famiyeh, Samuel; Asante-Darko, Disraeli; Kwarteng, Amoako] Ghana Inst Management & Publ Adm, Business Sch, Achimota, Ghana.
RP Famiyeh, S (reprint author), Ghana Inst Management & Publ Adm, Business Sch, Achimota, Ghana.
EM sfamiyeh@gimpa.edu.gh
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NR 137
TC 1
Z9 1
U1 4
U2 22
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-671X
EI 1758-6682
J9 INT J QUAL RELIAB MA
JI Int. J. Qual. Reliab. Manag.
PY 2018
VL 35
IS 8
BP 1546
EP 1567
DI 10.1108/IJQRM-01-2017-0008
PG 22
WC Management
SC Business & Economics
GA GR0SK
UT WOS:000442232700004
DA 2020-02-20
ER

PT J
AU Tadic, D
   Aleksic, A
   Mimovic, P
   Puskaric, H
   Misita, M
AF Tadic, Danijela
   Aleksic, Aleksandar
   Mimovic, Predrag
   Puskaric, Hrvoje
   Misita, Mirjana
TI A model for evaluation of customer satisfaction with banking service
   quality in an uncertain environment
SO TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
LA English
DT Article
DE customer satisfaction level; fuzzy analytic hierarchy process (FAHP);
   fuzzy logic; fuzzy sets
ID FUZZY TOPSIS METHODOLOGY; DECISION-MAKING; FINANCIAL SERVICES; AHP;
   EFFICIENCY; INSIGHTS; LOYALTY
AB The aim of this study was to propose a fuzzy decision-making model to evaluate customer satisfaction level which has a critical effect on the bank's competitive advantage and its business. Value of customer satisfaction level can be determined by respecting all the factor values which are presented in this paper. The relative importance of indicators and their values are imprecise and uncertain variables which are modelled by using the fuzzy set theory. Relative importance of indicators under each identified customer satisfaction factor is stated by analogy to fuzzy analytic hierarchy process framework. Determining indicator values is stated as fuzzy group decision-making problem. The aggregated values of indicators are determined by using the fuzzy ordered weighted averaging operator. The overall index of customer satisfaction is determined by considering aggregated values of customer satisfaction factors. The level of customer satisfaction, which is closely linked with the quality of banking services, is determined by using fuzzy logic if-then rules. A case study with real-life data obtained from 22 enterprises is presented to verify the proposed method. It is shown that the proposed fuzzy model is a useful and effective assessment tool.
C1 [Tadic, Danijela; Aleksic, Aleksandar; Puskaric, Hrvoje] Univ Kragujevac, Dept Prod & Ind Engn, Fac Engn, Kragujevac, Serbia.
   [Mimovic, Predrag] Univ Kragujevac, Fac Econ, Dept Management & Business Econ, Kragujevac, Serbia.
   [Misita, Mirjana] Univ Belgrade, Dept Ind Engn, Fac Mech Engn, Belgrade, Serbia.
RP Mimovic, P (reprint author), Univ Kragujevac, Fac Econ, Dept Management & Business Econ, Kragujevac, Serbia.
EM mimovicp@kg.ac.rs
RI Mimovic, Predrag/D-3492-2017; Aleksic, Aleksandar/L-7749-2015
OI Mimovic, Predrag/0000-0003-0323-8033; Aleksic,
   Aleksandar/0000-0002-7990-9123; Misita, Mirjana/0000-0002-7039-0783
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NR 38
TC 4
Z9 4
U1 0
U2 6
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1478-3363
EI 1478-3371
J9 TOTAL QUAL MANAG BUS
JI Total Qual. Manag. Bus. Excell.
PY 2018
VL 29
IS 11-12
BP 1342
EP 1361
DI 10.1080/14783363.2016.1257905
PG 20
WC Management
SC Business & Economics
GA GQ4WA
UT WOS:000441675100005
DA 2020-02-20
ER

PT J
AU Paluri, RA
   Mehra, S
AF Paluri, Ratna Achuta
   Mehra, Saloni
TI Influence of bank's corporate social responsibility (CSR) initiatives on
   consumer attitude and satisfaction in India
SO BENCHMARKING-AN INTERNATIONAL JOURNAL
LA English
DT Article
DE Banks; Structural equation model; Consumer attitude; Corporate social
   responsibility; Consumer perceptions
ID CUSTOMER SATISFACTION; COMPANY; IMPACT; FRAMEWORK; RESPONSES; FIRM;
   IDENTITY; BEHAVIOR; QUALITY; ABILITY
AB Purpose Research on corporate social responsibility (CSR) activities and consumer perception of CSR activities is increasing over the recent past. The purpose of this paper is to gain an understanding of the consumer perceptions of CSR activities of banks in India. It provides insights on whether consumers want their banks to take up CSR initiatives and would these perceptions influence their attitude towards the bank.
   Design/methodology/approach Self-report questionnaires were personally administered by the researchers and their team. Respondents' responses were based on their awareness of their bank's involvement in CSR initiatives. The study uses convenience sampling, given the resource limitations. The research was conducted in the city of Nashik, India during June-October 2015.
   Findings The results of the study show that consumer perception towards the CSR activities of the bank influenced their attitude and satisfaction. Though consumers expressed a need for their bank's taking up CSR initiatives, this need did not influence their attitude towards the bank, contradicting studies in the past. Consumer perception of the bank's involvement in the CSR activities was moderate, indicating that banks need to increase their communication about the CSR initiatives undertaken by them.
   Practical implications Unique contribution of current research is that the CSR reputation and CSR concern of consumers in the Indian context have been investigated for their influence on consumer attitude. Unlike previous studies, CSR concern does not influence consumer attitude or satisfaction. Findings provide important insights for practitioners and academicians focussing on the banking sector in India.
   Originality/value Little research is reported on consumer perception of CSR in banking sector. Current research tries to fill this gap.
C1 [Paluri, Ratna Achuta] Symbiosis Inst Operat Management, Nasik, India.
RP Paluri, RA (reprint author), Symbiosis Inst Operat Management, Nasik, India.
EM ratna.paluri@siom.in; mehrasaloni@gmail.com
RI Paluri, Ratna/G-8513-2018
OI Paluri, Ratna/0000-0002-0938-9812
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NR 85
TC 2
Z9 2
U1 4
U2 12
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1463-5771
EI 1758-4094
J9 BENCHMARKING
JI Benchmarking
PY 2018
VL 25
IS 5
BP 1429
EP 1446
DI 10.1108/BIJ-01-2017-0010
PG 18
WC Management
SC Business & Economics
GA GK0SE
UT WOS:000435821300010
DA 2020-02-20
ER

PT J
AU Abd Aziz, N
AF Abd Aziz, Norzalita
TI The influence of coproduction's factors and corporate image toward
   attitudinal loyalty: Islamic financial banking services delivery in
   Malaysia
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Malaysia; Coproduction; Corporate image; Attitudinal loyalty; Islamic
   financial banking services
ID VALUE CO-CREATION; CUSTOMER SATISFACTION; SWITCHING COSTS; DOMINANT
   LOGIC; QUALITY; COMMITMENT; BRAND; MODEL; EXPECTATIONS; PERFORMANCE
AB Purpose Islamic banking system has become mainstream with the increasing popularity and demand of its products and services, including that of non-Muslims and even among the Western market. This paper aims to attempt to explore the factors that influence the co-production of services as well consumer attitudinal loyalty based on consumers' perception of Islamic financial banking services. It also tests how co-production and customer loyalty as well as corporate image relate to each other. The present study is set up in the context of Islamic financial banking service industry in Malaysia.
   Design/methodology/approach The data were collected using the survey method. Convenience sampling was used to collect 502 usable responses via self-administered questionnaires.
   Findings The hierarchical regression results show that communication and commitment have a significant influence on co-production of services, but competence has an insignificant relationship. Co-production and corporate image have a significant influence on the consumer attitudinal loyalty, whereas corporate image has significant influence on consumer commitment. The study findings show that the co-production fully mediates the relationship between the communication and attitudinal loyalty, whereas it partially mediates the relationship between commitment and attitudinal loyalty.
   Research limitations/implications Further research is required to determine other additional and broader range of constructs. Further testing is therefore required before any generalization of these results can be undertaken, and it would be useful to conduct future studies in other types of industries. There are four segments of Islamic financial services customers, namely, religious conviction group, religious conviction and economic group, ethical observant group and economic rationality group. It is interesting to examine these segments related to the current study on how each segment influences the co-production process and loyalty among them.
   Originality/value The sustainability of a service organization depends on understanding customers' needs but it also relies on the involvement of its customers. Although similar to-production, value co-creation has been regarded as one of the most prioritized research topics in service and marketing; thus, future researchers might model the relationships based on this concept. Despite these, few studies have been conducted to understand the nature and implications of co-production concept in Islamic financial banking services. This study contributes to the knowledge, in particular, in the context of Islamic financial banking services, especially by integrating additional constructs in determining customers' loyalty such as the corporate image. To a certain extent, it offers some important insights on the subject of co-production and customer loyalty that eventually will lead to value creation and sustainability of businesses.
C1 [Abd Aziz, Norzalita] Univ Kebangsaan Malaysia, Grad Sch Business, Bangi, Malaysia.
RP Abd Aziz, N (reprint author), Univ Kebangsaan Malaysia, Grad Sch Business, Bangi, Malaysia.
EM eita@ukm.edu.my
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NR 81
TC 1
Z9 1
U1 3
U2 10
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PY 2018
VL 9
IS 2
BP 421
EP 438
DI 10.1108/JIMA-10-2016-0080
PG 18
WC Business
SC Business & Economics
GA GJ7JJ
UT WOS:000435562700013
DA 2020-02-20
ER

PT J
AU Dong, MY
   Zhang, XJ
AF Dong, Minyue
   Zhang, Xiao-jun
TI Selective Trading of Available-for-Sale Securities: Evidence from US
   Commercial Banks
SO EUROPEAN ACCOUNTING REVIEW
LA English
DT Article
ID COMPREHENSIVE-INCOME; EARNINGS MANAGEMENT; INVESTMENT SECURITIES;
   VALUATION JUDGMENTS; MARKET VALUATION; LOSSES; EXPECTATIONS;
   INFORMATION; CHOICES; GAINS
AB This paper examines the selective trading of available-for-sale (AFS) securities by U.S. banks after the implementation of fair value accounting under Statement of Financial Accounting Standards No. 115, Accounting Standards Codification Topic 320. Our findings suggest firms still engage in earnings management through selective selling of AFS securities despite the mandatory disclosure of unrealized security holding gains and losses in their financial statements. Such activities do not appear to be driven by the lack of reliability of the fair value measure. Instead, the degree of earnings management varies significantly with the reporting format of unrealized AFS security holding gains and losses. We find evidence of earnings management among banks that choose to report unrealized holding gains and losses in the statement of shareholders' equity. By contrast, we find no such evidence among banks disclosing unrealized holding gains and losses in the income statement.
C1 [Dong, Minyue] Univ Lausanne, Fac Business & Econ HEC, Lausanne, Switzerland.
   [Zhang, Xiao-jun] Univ Calif Berkeley, Haas Sch Business, Berkeley, CA 94720 USA.
RP Dong, MY (reprint author), Univ Lausanne, Fac Business & Econ HEC, Dept Accounting & Internal Control, Bldg Anthropole Off 3022, CH-1015 Lausanne, Switzerland.
EM minyue.dong@unil.ch
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NR 37
TC 1
Z9 1
U1 0
U2 4
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0963-8180
EI 1468-4497
J9 EUR ACCOUNT REV
JI Eur. Account. Rev.
PY 2018
VL 27
IS 3
BP 467
EP 493
DI 10.1080/09638180.2017.1304227
PG 27
WC Business, Finance
SC Business & Economics
GA GH8VQ
UT WOS:000433947400003
DA 2020-02-20
ER

PT J
AU Grassa, R
   Chakroun, R
   Hussainey, K
AF Grassa, Rihab
   Chakroun, Raida
   Hussainey, Khaled
TI Corporate governance and Islamic banks' products and services disclosure
SO ACCOUNTING RESEARCH JOURNAL
LA English
DT Article
DE Governance; Content analysis; Islamic banks
ID SOCIAL-RESPONSIBILITY DISCLOSURE; FINANCIAL INSTITUTIONS; DETERMINANTS;
   SUPERVISION; PERFORMANCE; OWNERSHIP; COUNTRIES; BOARD
AB Purpose The purpose of this paper is to examine the determinants of Islamic banks (IBs) product and services disclosure (PSD).
   Design/methodology/approach A computer-based content analysis is run upon the annual reports for a sample of 78 IBs operating in 11 countries from 2004 to 2012 to find the number of product and services statements. The levels and trends of PSD are identified. A regression analysis to identify the factors affecting PSD in IBs is also used.
   Findings The findings suggest that there has been a significant improvement of PSD over time. The results show a positive association between PSD and Shariah board size, board size, chief executive officer (CEO) tenure, duality in position, blockholders and investment account holders. However, they show a negative association between PSD and institutional ownership. In addition, it appears that board independence does not affect significantly banks' PSD. It is also found that the bank performance, bank age, leverage, listing, adoption of international financial reporting standards, adoption of Accounting and Auditing Organization for Islamic Financial Institutions and country transparency index have a positive effect on the PSD.
   Originality/value This study offers an original contribution to corporate disclosure literature by being the first to develop and investigate PSD for a large sample of IBs during a long period of time. It links P&S with bank corporate governance characteristics. The findings have many important policy implications. More specifically, this paper encourages regulators in the studied countries to improve corporate governance mechanisms in their Islamic banking systems through the optimization of ownership structure, CEO's characteristics and the board's characteristics, to promote PSD. Moreover, the findings support the theoretical predictions of the generalized agency theory. This study's empirical evidence enhances the understanding of the corporate social responsibility disclosure environment in general and the PSD environment in particular for IBs. This study is the first one that measures PSD in the annual reports for a large cross-countries sample of IBs during a long period of time. It is also the first one that links PSD with IBs corporate governance mechanisms.
C1 [Grassa, Rihab] Univ Manouba, ISCAE Dept, Manouba, Tunisia.
   [Grassa, Rihab] Univ Modern Sci UMS, Coll Business, Dubai, Tunisia.
   [Chakroun, Raida] Univ Carthage, Dept Accounting, Higher Business Studies Inst Carthage IHEC, Tunis, Tunisia.
   [Hussainey, Khaled] Univ Portsmouth, Dept Accounting & Financial Management, Portsmouth, Hants, England.
RP Hussainey, K (reprint author), Univ Portsmouth, Dept Accounting & Financial Management, Portsmouth, Hants, England.
EM khaled.hussainey@port.ac.uk
RI grassa, rihab/AAA-7623-2019
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NR 35
TC 0
Z9 0
U1 2
U2 7
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1030-9616
EI 1839-5465
J9 ACCOUNT RES J
JI Account. Res. J.
PY 2018
VL 31
IS 1
SI SI
BP 75
EP 89
DI 10.1108/ARJ-09-2016-0109
PG 15
WC Business, Finance
SC Business & Economics
GA GG4KF
UT WOS:000432664800006
DA 2020-02-20
ER

PT J
AU Aldeehani, TM
AF Aldeehani, Talla M.
TI Efficiency and client satisfaction of Islamic and conventional banks: A
   bilateral effect
SO BUSINESS AND ECONOMIC HORIZONS
LA English
DT Article
DE Bank efficiency; Islamic banks; customer satisfaction bilateral effects
ID SERVICE QUALITY DIMENSIONS; CUSTOMER SATISFACTION; INTERNET BANKING;
   LOYALTY; TRUST
AB In this paper, we investigate the possible bidirectional causal relationship between bank efficiency and client satisfaction in the banking sector of Kuwait. For this purpose, we applied structural equation model (SEM) methodology. Based on a 5-point Likert scale questionnaire, data was gathered from Islamic banks (IBs) clients and conventional banks (CBs) client. We found a significant evidence of a, relatively, higher client satisfaction for IBs. The findings, also, provide evidence of a positive and significant bilateral causal relationship between client satisfaction and bank efficiency. This is a result that confirms an anticipated theoretical proposition related to the ultimate goal of firm value maximization. Discussions, interpretations, implications, and recommendations are provided.
C1 [Aldeehani, Talla M.] Kuwait Univ, Coll Business Adm, Dept Finance & Financial Inst, POB 13055, Safat 13055, Kuwait.
RP Aldeehani, TM (reprint author), Kuwait Univ, Coll Business Adm, Dept Finance & Financial Inst, POB 13055, Safat 13055, Kuwait.
EM talla@cba.edu.kw
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NR 30
TC 1
Z9 1
U1 0
U2 6
PU PRAGUE DEVELOPMENT CENTER SRO
PI 3 PRAGUE
PA PROKOPOVA 148-15, ZIZKOV, 3 PRAGUE, 130 00, CZECH REPUBLIC
SN 1804-1205
EI 1804-5006
J9 BUS ECON HORIZ
JI Bus. Econ. Horiz.
PY 2018
VL 14
IS 2
BP 282
EP 299
DI 10.15208/beh.2018.22
PG 18
WC Economics
SC Business & Economics
GA GF9JF
UT WOS:000432291900009
OA Green Published
DA 2020-02-20
ER

PT J
AU Magotra, I
   Sharma, J
   Sharma, SK
AF Magotra, Irbha
   Sharma, Jyoti
   Sharma, Supran Kumar
TI Investigating linkage between customer value and technology adoption
   behaviour: A study of banking sector in India
SO EUROPEAN RESEARCH ON MANAGEMENT AND BUSINESS ECONOMICS
LA English
DT Article
DE Integrated technology adoption model; Banks; Personal disposition;
   Perceived usefulness; Perceived ease of use; Structural equation
   modelling
ID CONFIRMATORY FACTOR-ANALYSIS; SELF-SERVICE TECHNOLOGY; INTERNET BANKING;
   INFORMATION-TECHNOLOGY; ACCEPTANCE MODEL; PERCEIVED VALUE; FINANCIAL
   SERVICES; USER ACCEPTANCE; FIT INDEXES; SATISFACTION
AB The present study has been framed to analyze relationship between customer value perception and their technology adoption behaviour with reference to banking customers in India. Being primary in nature by employing multistage stratified sampling approach, the study has included a sample of 1201 banking customers residing in 12 different cities of India. Further, the relationship between customer value perception and technology adoption has been examined through the development of a model named Integrated Technology Adoption model by applying structural equation modelling approach. The results of the study highlight behavioural intentions towards technology adoption as the strongest predictor of value perception of the customers followed by their personal disposition towards technology adoption, perceived usefulness and perceived ease of use. Based on the findings of the study, probable courses of actions have been suggested to the banks for enhancing value perception of the customers regarding the latest banking technologies, thereby, ensuring long-term profitability and sustainability. (c) 2017 AEDEM. Published by Elsevier Espana, S.L.U.
C1 [Magotra, Irbha] FairField Inst Management & Technol, New Delhi, India.
   [Sharma, Jyoti; Sharma, Supran Kumar] Shri Mata Vaishno Devi Univ, Katra, J&K, India.
   [Sharma, Jyoti] PRO Shri Mata Vaishno Devi Univ, 15-C,2nd Extens,JDA Complex, Jammu 180003, J&K, India.
RP Magotra, I (reprint author), FairField Inst Management & Technol, New Delhi, India.
EM imagotra0910@gmail.com; jyoti.sharma@smvdu.ac.in;
   suparn.sharma@smvdu.ac.in
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NR 107
TC 0
Z9 0
U1 0
U2 5
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 2444-8834
EI 2444-8842
J9 EUR RES MANAG BUS EC
JI EUR. RES. MANAG. BUS.ECON.
PD JAN-APR
PY 2018
VL 24
IS 1
BP 17
EP 26
DI 10.1016/j.iedeen.2017.11.001
PG 10
WC Business; Economics; Management
SC Business & Economics
GA GD1TZ
UT WOS:000430285500003
OA DOAJ Gold, Green Published
DA 2020-02-20
ER

PT J
AU Ecer, F
AF Ecer, Fatih
TI AN INTEGRATED FUZZY AHP AND ARAS MODEL TO EVALUATE MOBILE BANKING
   SERVICES
SO TECHNOLOGICAL AND ECONOMIC DEVELOPMENT OF ECONOMY
LA English
DT Article
DE M-banking services; M-banking adoption; Fuzzy AHP; ARAS
ID MULTIPLE CRITERIA ASSESSMENT; EXTENT ANALYSIS METHOD; MULTICRITERIA
   DECISION-MAKING; TECHNOLOGY ACCEPTANCE MODEL; COPRAS-G; STRATEGIC
   DECISION; QUALITY EVALUATION; PERCEIVED EASE; MCDM APPROACH; ADOPTION
AB Mobile banking (M-banking) which integrates software, hardware, and human is a new platform for banks. Determining the performance of M-banking services helps bank practitioners identify better policy to improve their positions. The aim of this study is to develop an integrated model for evaluating M-banking services by two methods, namely the Fuzzy Analytic Hierarchy Process (FAHP) with an extent analysis approach and ARAS (Additive Ratio ASsessment). In this study, the priority weights obtained through the FAHP are combined with the ARAS method to assess and rank the M-banking services. Moreover, in order to verify the applicability of this proposed model, a case study in Turkey is offered. The findings indicate that facilitating conditions play the most determining role in the adoption of the M-banking, followed by self-efficacy, privacy risk, and security risk. Consequently, the proposed model helps to overcome difficulties in M-banking service evaluation process and increases the efficiency of the M-banking service activities. Besides, the case study validates that the proposed model is an effective and efficient decision making tool for the evaluation of M-banking services under fuzzy environments.
C1 [Ecer, Fatih] Afyon Kocatepe Univ, Fac Econ & Adm Sci, Dept Business Adm, ANS Campus, TR-03030 Afyon, Turkey.
RP Ecer, F (reprint author), Afyon Kocatepe Univ, Fac Econ & Adm Sci, Dept Business Adm, ANS Campus, TR-03030 Afyon, Turkey.
EM fecer@aku.edu.tr
RI ECER, FATIH/K-2579-2018
OI ECER, FATIH/0000-0002-6174-3241
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NR 74
TC 9
Z9 9
U1 2
U2 6
PU VILNIUS GEDIMINAS TECH UNIV
PI VILNIUS
PA SAULETEKIO AL 11, VILNIUS, LT-10223, LITHUANIA
SN 2029-4913
EI 2029-4921
J9 TECHNOL ECON DEV ECO
JI Technol. Econ. Dev. Econ.
PY 2018
VL 24
IS 2
BP 670
EP 695
DI 10.3846/20294913.2016.1255275
PG 26
WC Economics
SC Business & Economics
GA GB6AO
UT WOS:000429149800018
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Downing, J
AF Downing, Jeff
TI Fair-value accounting, asset sales and banks' lending: The role of asset
   sales in reducing fair value's pro-cyclical effects
SO STUDIES IN ECONOMICS AND FINANCE
LA English
DT Article
DE Banks; Banking regulation; Fair-value accounting
ID COMMERCIAL-BANKS; MONETARY-POLICY; DEMAND CURVES; TO-MARKET; CRUNCH;
   STOCKS
AB Purpose This paper aims to examine the interaction between fair-value accounting, asset sales and banks' lending in booms and busts. Throughout, the author uses fair value and mark-to-market interchangeably, to denote an accounting regime where changes in the prices of banks' assets affect regulatory capital. Historic-cost accounting has been used in the paper to denote an accounting regime where changes in asset prices do not affect regulatory capital.
   Design/methodology/approach The author built a model that examines how the accounting regime affects banks' incentives to sell assets and how the impact of the accounting regime on asset sales affects lending.
   Findings In a bust, fair value strengthens banks' incentives to sell assets. The resulting increase in sales increases banks' lending capacity. Consequently, lending can be higher under fair value. Conversely, in a boom, historic cost strengthens banks incentives to sell assets. The resulting increase in sales increases banks' lending capacity. Hence, lending can be higher under historic cost.
   Originality/value This paper identifies a new channel through which the accounting regime could affect lending. The accounting regime can affect banks' incentives to sell assets. The resulting difference in sales can affect banks' ability to make new loans. Hence, in a boom, although banks book mark-to-market gains under fair value, asset sales could be higher under historic cost. Lending, thus, could be higher under historic cost. Conversely, in a bust, although banks book mark-to-market losses under fair value, sales could be higher under fair value. Lending, thus, could be higher under fair value.
C1 [Downing, Jeff] Natl Res Univ Higher Sch Econ, Dept Finance, St Petersburg, Russia.
RP Downing, J (reprint author), Natl Res Univ Higher Sch Econ, Dept Finance, St Petersburg, Russia.
EM jdowning@hse.ru
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NR 31
TC 0
Z9 0
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1086-7376
EI 1755-6791
J9 STUD ECON FINANC
JI Stud. Econ. Financ.
PY 2018
VL 35
IS 1
BP 163
EP 177
DI 10.1108/SEF-10-2017-0294
PG 15
WC Business, Finance
SC Business & Economics
GA GB5GW
UT WOS:000429093400010
DA 2020-02-20
ER

PT J
AU Narteh, B
AF Narteh, Bedman
TI Service quality and customer satisfaction in Ghanaian retail banks: the
   moderating role of price
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE SERVQUAL; Ghana; Service quality; Customer satisfaction; BSQ; Retail
   banks
ID CONCEPTUAL-MODEL; MOBILE BANKING; DETERMINANTS; PERCEPTIONS; SELECTION;
   CHOICE; SCALE
AB Purpose - Various models and scales exist in the literature to measure retail bank service quality without any attempt at integrating them and the moderators have often been under explored. The purpose of this paper is to integrate the SERVQUAL and BSQ models and moderated the resulting scale with price in order to examine service quality and customer satisfaction with retail bank services in Ghana.
   Design/methodology/approach - The study is quantitative and the survey methodology was used to collect data from 560 retail bank customers. The result was analyzed through structural equation modeling.
   Findings - The study provides an expanded model for measuring retail bank service quality as seven of the eight latent constructs emerged as service quality dimensions when moderated with price. It is significant to also note that five of the constructs - tangibles, reliability, assurance, empathy and price - from the direct relationship emerged as the dimensions of retail bank service quality that positively and significantly predicted customer satisfaction.
   Practical implications - The study provides insight into customer behavior with the quality of retail bank services in Ghana. The resulting broader dimensions provide an integrated and expanded model as well as pointers to bank managers on service quality and customer satisfaction cues to enable them attract, serve and retain customers.
   Originality/value - The study is the first of its kind to integrate two of the popular models to measure retail bank service quality and to use price as a moderator of this relationship. The resulting scale, which comprised of variables from the two models, provides support for the approach used in the current study.
C1 [Narteh, Bedman] Univ Ghana, Sch Business, Dept Mkt & Entrepreneurship, Accra, Ghana.
RP Narteh, B (reprint author), Univ Ghana, Sch Business, Dept Mkt & Entrepreneurship, Accra, Ghana.
EM bnarteh@ug.edu.gh
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NR 95
TC 5
Z9 5
U1 1
U2 9
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2018
VL 36
IS 1
BP 68
EP 88
DI 10.1108/IJBM-08-2016-0118
PG 21
WC Business
SC Business & Economics
GA GA8XT
UT WOS:000428625800004
DA 2020-02-20
ER

PT J
AU Patel, KJ
   Patel, HJ
AF Patel, Kiran J.
   Patel, Hiren J.
TI Adoption of internet banking services in Gujarat An extension of TAM
   with perceived security and social influence
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE SEM; TAM; Social influence; CFA; Internet banking; Perceived security
ID TECHNOLOGY ACCEPTANCE MODEL; USER ACCEPTANCE; INFORMATION-TECHNOLOGY;
   ONLINE BANKING; BEHAVIORAL INTENTION; EMPIRICAL-EVALUATION; PLANNED
   BEHAVIOR; DETERMINANTS; TRUST; USAGE
AB Purpose - The purpose of this paper is to validate the technology acceptance model (TAM) and its extended form to understand the factors influencing internet banking adoption in Gujarat.
   Design/methodology/approach - Extended TAM incorporates perceived security and social influence, important variables in internet banking literature. Using a questionnaire survey, data relating to the variables are collected from 284 individuals who are/were using internet banking services and subjected to confirmatory factor analysis (CFA) to establish validity and structural equation modeling (SEM) to identify important factors influencing internet banking adoption.
   Findings - The empirical results of SEM showed that the extended TAM has higher predictability than the TAM in internet banking settings. The results highlighted that the intention to use internet banking is positively influenced mainly by perceived security, followed by other significant factors, namely, perceived usefulness, perceived ease of use and social influence.
   Practical implications - The findings of this paper enable internet banking service providers to develop/modify new/existing internet banking services in order to achieve higher adoption rates of internet banking.
   Originality/value - Additional incorporated variables in a new model considerably contribute to improving the understanding of internet banking adoption in Gujarat.
C1 [Patel, Kiran J.] Ganpat Univ, VM Patel Coll Management Studies, Mehsana, India.
   [Patel, Hiren J.] VM Patel Inst Management, Dept Business Adm, Mehsana, India.
RP Patel, KJ (reprint author), Ganpat Univ, VM Patel Coll Management Studies, Mehsana, India.
EM kjp01@ganpatuniversity.ac.in
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   Yousafzai SY, 2010, J APPL SOC PSYCHOL, V40, P1172, DOI 10.1111/j.1559-1816.2010.00615.x
   Zhou T, 2011, INTERNET RES, V21, P527, DOI 10.1108/10662241111176353
NR 121
TC 13
Z9 13
U1 2
U2 12
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2018
VL 36
IS 1
BP 147
EP 169
DI 10.1108/IJBM-08-2016-0104
PG 23
WC Business
SC Business & Economics
GA GA8XT
UT WOS:000428625800008
DA 2020-02-20
ER

PT J
AU Mbama, CI
   Ezepue, PO
AF Mbama, Cajetan I.
   Ezepue, Patrick O.
TI Digital banking, customer experience and bank financial performance: UK
   customers' perceptions
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Service quality; Financial performance; Customer satisfaction; Customer
   loyalty; Customer experience; Digital banking
ID SERVICE QUALITY; SCALE DEVELOPMENT; INTERNET BANKING; PERCEIVED
   USEFULNESS; CONSUMER ADOPTION; MOBILE BANKING; MEDIATING ROLE;
   SATISFACTION; LOYALTY; MODEL
AB Purpose 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.
   Design/methodology/approach The research consists of a survey of UK bank customers' perceptions of the above themes; use of banks' financial reports to obtain FP ratios; multivariate factor analysis; structural equation modelling; and analysis of variance tests to explore research hypotheses on the relationships among the study factors.
   Findings The main factors which determine customer experience in DB are service quality, functional quality, perceived value (PV), employee-customer engagement, perceived usability and perceived risk. There is a significant relationship among customer experience, satisfaction and loyalty, which is related to FP.
   Research limitations/implications This study concentrates on UK bank customers which limits its generalisability to other banks globally. However, the fact that banks typically adopt common standards in bank financial management implies that the findings are potentially robust for global bank management. Replicating the study in banks in other countries will further enhance this robustness.
   Practical implications Some significant effects of customer characteristics on the study factors were observed, which have useful implications for DB, bank marketing services and bank FP.
   Originality/value Unlike previous studies, this study uses both Net Promoter Score and financial ratios as dependent variables, to provide a combined study of the relationships among 14 study factors, with implications for bank marketing and FP.
C1 [Mbama, Cajetan I.; Ezepue, Patrick O.] Sheffield Hallam Univ, Sheffield, S Yorkshire, England.
RP Mbama, CI (reprint author), Sheffield Hallam Univ, Sheffield, S Yorkshire, England.
EM c.mbama@ntlworld.com; p.ezepue@shu.ac.uk
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NR 81
TC 5
Z9 5
U1 13
U2 43
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2018
VL 36
IS 2
BP 230
EP 255
DI 10.1108/IJBM-11-2016-0181
PG 26
WC Business
SC Business & Economics
GA GA6WO
UT WOS:000428475600001
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Shahin, A
   Iraj, EB
   Shahrestani, HV
AF Shahin, Arash
   Iraj, Elham Bagheri
   Shahrestani, Hossein Vaez
TI Developing the C-shaped QFD 3D Matrix for service applications with a
   case study in banking services
SO INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT
LA English
DT Article
DE Quality function deployment (QFD); C-shaped matrix; Concurrent function
   deployment (CFD); Sepah Bank
ID QUALITY FUNCTION DEPLOYMENT; CONCURRENT FUNCTION DEPLOYMENT; FRAMEWORK;
   DIAGRAM; SYSTEM
AB Purpose - The purpose of this paper is to develop the C-shaped quality function deployment (QFD) 3D Matrix for service applications.
   Design/methodology/approach - The C-shaped QFD 3D Matrix proposed by Vezzetti et al. (2016) has been developed for simultaneous analysis of the relationships among three sets of factors of customer requirements, service design characteristics and service performance indicators. The three sets of factors have been determined and based on their interrelationships, 3D and concurrent houses of quality have been formed. Then, service design characteristics and service performance indicators have been prioritized. The obtained priorities have been also compared with traditional concurrent model of QFD.
   Findings - The findings obtained from the traditional and developed approach seem different, implying that applying the C-shaped QFD 3D Matrix provides a more real perspective of concurrent engineering and the results in different set of priorities of service factors.
   Research limitations/implications - The case study was limited to banking services. If the developed approach is used in other institutes, the prioritization of service design characteristics and service performance indicators might be changed.
   Originality/value - Compared to Vezzetti et al. (2016) who proposed the C-shaped QFD 3D Matrix for analyzing interrelationships among two customers and a provider, or two providers and a customer, in this paper, the C-shaped QFD 3D Matrix has been developed for analyzing interrelationships among three sets of factors of customer requirements, service design characteristics and service performance indicators.
C1 [Shahin, Arash; Iraj, Elham Bagheri; Shahrestani, Hossein Vaez] Univ Isfahan, Dept Management, Esfahan, Iran.
RP Shahin, A (reprint author), Univ Isfahan, Dept Management, Esfahan, Iran.
EM shahin@ase.ui.ac.ir
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NR 31
TC 2
Z9 2
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-671X
EI 1758-6682
J9 INT J QUAL RELIAB MA
JI Int. J. Qual. Reliab. Manag.
PY 2018
VL 35
IS 1
BP 109
EP 125
DI 10.1108/IJQRM-02-2016-0018
PG 17
WC Management
SC Business & Economics
GA FZ2RC
UT WOS:000427427600006
DA 2020-02-20
ER

PT J
AU Al-Abdullat, BM
   Dababneh, A
AF Al-Abdullat, Bayan M.
   Dababneh, Amr
TI The mediating effect of job satisfaction on the relationship between
   organizational culture and knowledge management in Jordanian banking
   sector
SO BENCHMARKING-AN INTERNATIONAL JOURNAL
LA English
DT Article
DE Research methods; Organizational performance; Financial performance;
   Banking; Knowledge management; Quality
ID COMMITMENT; IMPACT
AB Purpose The purpose of this paper is to examine the positive effect of organizational culture on knowledge management (KM) by clarifying the mediating effect of job satisfaction on the banking sector in Jordan. The study was conducted on Jordanian banks to develop the organizational culture concept to be reflected in the bank activities. The population of this study consists of junior and senior customer service and administrative employees working at Jordanian banks in Jordan.
   Design/methodology/approach The sample of this research is purposive one because the research cannot get a list containing names of customer service employees for privacy reasons. Various statistical tests were employed to test the research hypotheses. The study utilized two statistical packages - Statistical Package for Social Sciences (SPSS) and SPSS-AMOS - for analyzing the data.
   Findings The development of organizational culture at banks in Jordan is still not stable and efficient. This may be affected by the management style and teamwork spirit in Jordan and other factors related to bank culture and how it will be reflected in customer service. The creation and application of KM at banks in Jordan is still modest. Knowledge is mainly shared internally within the bank with little efforts dedicated to soliciting knowledge from the external environment including customers. The job satisfaction at banks in Jordan is still modest.
   Originality/value The purpose of this study is to investigate how the organizational culture can improve job satisfaction for efficient work knowledge. The relationship between organizational culture and KM of organizational members is developed and analyzed herein by proposing a mediating role of job satisfaction. Few research papers have focused on job satisfaction and its mechanism contributing to individual effectiveness in the Jordanian market, and many ignored the benefits of KM and value of culture in many sectors.
C1 [Al-Abdullat, Bayan M.] First Jordan Investment Co PLC, Dept Investment, Amman, Jordan.
   [Dababneh, Amr] Univ Jordan, Amman, Jordan.
RP Al-Abdullat, BM (reprint author), First Jordan Investment Co PLC, Dept Investment, Amman, Jordan.
EM alabdullat.b@gmail.com; amr.dababneh@yahoo.com
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NR 52
TC 1
Z9 1
U1 2
U2 18
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1463-5771
EI 1758-4094
J9 BENCHMARKING
JI Benchmarking
PY 2018
VL 25
IS 2
BP 517
EP 544
DI 10.1108/BIJ-06-2016-0081
PG 28
WC Management
SC Business & Economics
GA FY0VP
UT WOS:000426531100007
DA 2020-02-20
ER

PT J
AU Parawansa, DAS
AF Parawansa, Dian Anggraece Sigit
TI Effect of commitment and customers' satisfaction on the relationship
   between service quality and customer retention in rural banks in
   Makassar, Indonesia
SO JOURNAL OF MANAGEMENT DEVELOPMENT
LA English
DT Article
DE Service quality; Commitment; Customer's retention; Customers'
   satisfaction
ID TRUST; LOYALTY
AB Purpose The purpose of this paper is to investigate the effect of commitment and customer's satisfaction on the relationship between service quality and customer retention.
   Design/methodology/approach The research was conducted on the entire customer rural banks (BPR) in Makassar, South Sulawesi Province; the sample size comprised 300 respondents. Analysis equipment used in this study is a quantitative approach that is inferential statistical analysis with structural equation modeling based variance is known as a method WarpPLS.
   Findings The results of the analysis show that there is significant influence between the variables of service quality, commitment, customer satisfaction, and customer retention. It was also found that the results of the variables commitment and customer satisfaction mediate the effect of service quality on customer's retention.
   Originality/value The study showed the mediation effect (using the Sobel test) of service quality on customer retention using commitment and customer satisfaction as intervening variables in rural banks; and the study was conducted in the customer rural banks (BPR) in Makassar, South Sulawesi Province, where no such study for this relationship has been conducted previously.
C1 [Parawansa, Dian Anggraece Sigit] Univ Hasanuddin, Dept Management, Fac Econ & Business, Makassar, Indonesia.
RP Parawansa, DAS (reprint author), Univ Hasanuddin, Dept Management, Fac Econ & Business, Makassar, Indonesia.
EM dian.unhas.jp@gmail.com
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NR 48
TC 1
Z9 1
U1 0
U2 8
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0262-1711
EI 1758-7492
J9 J MANAG DEV
JI J. Manag. Dev.
PY 2018
VL 37
IS 1
BP 53
EP 64
DI 10.1108/JMD-12-2016-0303
PG 12
WC Management
SC Business & Economics
GA FX6NV
UT WOS:000426203200005
DA 2020-02-20
ER

PT J
AU Tanzi, PM
   Aruanno, E
   Suardi, M
AF Tanzi, Paola Musile
   Aruanno, Elena
   Suardi, Mattia
TI A European banking business models analysis: the investment services
   case
SO JOURNAL OF FINANCIAL REGULATION AND COMPLIANCE
LA English
DT Article
DE Strategic risk; Business model risk; Distribution; Bank; Business model
   analysis; Investment service; Investment firms; MiFID2; Wealth
   management
ID EQUILIBRIUM; RISKY
AB Purpose - Business Model Analysis is acquiring increasing visibility in the European banking regulatory framework, following the European Banking Authority guidelines on common procedures and methodologies for the supervisory review and evaluation process (SREP), developed to assess business and strategic risks (EBA, 2014, 2015a, 2015b, 2015c). Starting from a selected literature review, in the paper, the authors analyse business models set up by financial intermediaries, bank and non-banks, for the distribution of investment services, first by comparing European niche players with European banking global players, and second, comparing European niche players among themselves to understand the evolution of business models for the distribution of investment services at European level. The research is supported by the Baffi-Carefin Research Centre at the Bocconi University (Italy), in collaboration with ANASF, the Italian Association of Financial Advisors (Italy).
   Design/methodology/approach - The authors consider a sample of European financial players from 2009 to 2014. The authors' focus is on France, Germany, Italy, The Netherlands, Spain and the UK; overall the authors' handmade data set is based on 162 annual reports. The authors follow two main questions: Do the niche players, as they are focused on the distribution of investment services, have an upper limit to profitability, compared to the global players, as risk-takers in many financial areas? How is the business model of niche players changing, facing increasing competition and regulatory pressures?
   Findings - Answering the first research question, the highest net profitability is found in the niche players group; the global players, as risk-takers, achieve lower remuneration, in contrast with the risk premium theory. The results were assessed over a limited period, however, deemed in line with the company's strategic planning horizon. Answering the second research question, the authors focus on the case of niche players, using a cluster analysis. The authors identify three different business models: most dynamic niche players, which combine investment services, insurance and welfare services, achieving the highest margins and stability; players mainly focused on asset management, whose key vulnerability is the degree of open architecture, especially in light of future MiFID 2 implementation; and players mainly focused on the creation of well-structured on-line platforms, which offer also brokerage services, thereby reducing their marginality and potentially increasing their business risk.
   Research limitations/implications - Despite the limited time series, the authors' research gives some inputs for those interested in deepening the business model analysis focus on the distribution of investment services and the business and strategic risk assessment, both for the global banks and the niche players (banks and non-banks).
   Practical implications - The authors' results could be of some interest during the strategic assessment of global banks and niche players, both adopting an internal perspective or an external one, as regulator.
   Social implications - By giving some specific insights into the assessment and comparison of business and strategic risks among global and niche players, the authors' research provides the basis for further research in the field of the distribution of investment services.
   Originality/value - The originality mainly regards the business model risk perspective and the focus of the authors' analysis: the distribution of investment services. This sector, unlike the asset management, does not have an easily recognisable group of comparables at European level, all the European countries analysed have very different business models. This research avails of an original database, that is unique to Europe.
C1 [Tanzi, Paola Musile] Univ Perugia, Dept Econ, Milan, Italy.
   [Tanzi, Paola Musile] SDA Bocconi, Milan, Italy.
   [Aruanno, Elena] Valeur SA, Lugano, Switzerland.
   [Suardi, Mattia] ANASF, Milan, Italy.
RP Tanzi, PM (reprint author), Univ Perugia, Dept Econ, Milan, Italy.; Tanzi, PM (reprint author), SDA Bocconi, Milan, Italy.
EM paola.musiletanzi@sdabocconi.it
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NR 39
TC 2
Z9 3
U1 0
U2 13
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1358-1988
EI 1740-0279
J9 J FINANC REGUL COMPL
JI J. Financ. Regul. Compliance
PY 2018
VL 26
IS 1
BP 35
EP 57
DI 10.1108/JFRC-04-2016-0028
PG 23
WC Business, Finance
SC Business & Economics
GA FV3PX
UT WOS:000424482000003
OA Bronze
DA 2020-02-20
ER

PT J
AU Hanafizadeh, P
   Ravasan, AZ
AF Hanafizadeh, Payam
   Ravasan, Ahad Zare
TI An empirical analysis on outsourcing decision: the case of e-banking
   services
SO JOURNAL OF ENTERPRISE INFORMATION MANAGEMENT
LA English
DT Article
DE Partial least squares; E-banking services; IT outsourcing decision;
   Outsourcing decision; Technology; organization; and environment (TOE)
   model
ID CLOUD COMPUTING ADOPTION; INFORMATION-TECHNOLOGY; INNOVATION ADOPTION;
   TRANSACTION COST; USER ACCEPTANCE; PERCEIVED EASE; MODEL; DETERMINANTS;
   SYSTEMS; OFFSHORE
AB Purpose - A multitude of factors influence the information technology outsourcing (ITO) decision. Organizations must systematically evaluate these factors prior to making the ITO decision. The purpose of this paper is to provide an in-depth analysis toward understanding the critical factors in affecting ITO decision in the context of e-banking services.
   Design/methodology/approach - The effect of technological, organizational, and environmental attributes on e-banking services outsourcing decision were investigated in this paper. The study was carried out using the quantitative research methodology based on a survey of 23 banks. The partial least squares technique was utilized as the method of data analysis.
   Findings - The results of the data analysis illustrated that nine out of 11 assumed factors (i.e. perceived complexity, perceived cost, service observability to the client, cultural fit between client and supplier, perceived loss of organizational knowledge, prior outsourcing experience, external pressure, market volatility, and suppliers' power) influence the outsourcing decision of e-banking services. The findings also confirmed that the nature of the service and client IT capabilities did not exert any influence on the outsourcing decision.
   Originality/value - The study is among the first kind of ITO decision research which empirically investigates the effect of service observability, cultural fit, perceived loss of organizational knowledge, external pressure, market volatility, and suppliers' power amongst other factors on the ITO decision. The findings from this study provide insights for the banks and service providers to better understand the factors affecting the outsourcing decisions of e-banking services in contexts of less developed countries. Implications based on a specific situation of the Iranian banking sector is also proposed.
C1 [Hanafizadeh, Payam; Ravasan, Ahad Zare] Allameh Tabatabai Univ, Dept Ind Management, Tehran, Iran.
RP Hanafizadeh, P (reprint author), Allameh Tabatabai Univ, Dept Ind Management, Tehran, Iran.
EM hanafizadeh@gmail.com
RI Ravasan, Ahad Zare/M-5321-2017; Hanafizadeh, Payam/AAB-6850-2020
OI Ravasan, Ahad Zare/0000-0002-9477-0676; Hanafizadeh,
   Payam/0000-0002-5233-987X
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NR 110
TC 3
Z9 3
U1 2
U2 20
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1741-0398
EI 1758-7409
J9 J ENTERP INF MANAG
JI J. Enterp. Inf. Manag.
PY 2018
VL 31
IS 1
BP 146
EP 172
DI 10.1108/JEIM-11-2016-0182
PG 27
WC Computer Science, Interdisciplinary Applications; Information Science &
   Library Science; Management
SC Computer Science; Information Science & Library Science; Business &
   Economics
GA FV3QU
UT WOS:000424484500007
DA 2020-02-20
ER

PT J
AU Suki, NM
AF Suki, Norazah Mohd
TI Criteria for choosing banking services: gender differences in the
   university students' perspective
SO INTERNATIONAL JOURNAL OF SOCIAL ECONOMICS
LA English
DT Article
DE Electronic services; Banking security; Appearances; Bank convenience;
   Bank services
ID CUSTOMER SATISFACTION; INTERNET BANKING; ISLAMIC BANKS; QUALITY;
   DETERMINANTS; KNOWLEDGE; SELECTION; INTENTION; ADOPTION; LOYALTY
AB Purpose - The purpose of this paper is to investigate the criteria invoked by university students when choosing banking services, and determine whether male and female students rate the importance of the various criteria differently.
   Design/methodology/approach - Data are gathered via a quantitative approach using a questionnaire, from 300 students of a public higher learning institution in the Federal Territory of Labuan, Malaysia. The students were all aged between 18 and 25 years old, and the data obtained are analysed using exploratory factor analysis and confirmatory factor analysis findings, prior to using Statistical Package for Social Sciences to conduct a multiple discriminant analysis.
   Findings - The multiple discriminant analysis revealed that bank services, people influences, electronic services, and banking security significantly affect students' decisions when choosing banking services, and that female students attach more importance to each of these factors than do their male counterparts.
   Practical implications - Banks as financial service providers should provide less complex and more user-friendly banking systems and services that require minimal mental and physical effort for students, and should ensure their compatibility with students' banking norms and lifestyles.
   Originality/value - The identification of the most noteworthy criteria for choosing banking services, particularly accounting for gender differences among university students, provides information to banks that allows them to improve their standards of service, offer more attractive incentives and increase their visibility, thereby attracting and retaining customers.
C1 [Suki, Norazah Mohd] Univ Malaysia Sabah, Labuan Fac Int Finance, Kampus Antarabangsa Labuan, Labuan, Malaysia.
RP Suki, NM (reprint author), Univ Malaysia Sabah, Labuan Fac Int Finance, Kampus Antarabangsa Labuan, Labuan, Malaysia.
EM azahsuki@yahoo.com
RI Suki, Norazah Mohd/C-9312-2016
OI Suki, Norazah Mohd/0000-0002-8422-2449
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NR 61
TC 0
Z9 0
U1 0
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0306-8293
EI 1758-6712
J9 INT J SOC ECON
JI Int. J. Soc. Econ.
PY 2018
VL 45
IS 2
BP 300
EP 315
DI 10.1108/IJSE-12-2016-0354
PG 16
WC Economics
SC Business & Economics
GA FU2UZ
UT WOS:000423706800006
DA 2020-02-20
ER

PT J
AU Pauluzzo, R
   Geretto, EF
AF Pauluzzo, Rubens
   Geretto, Enrico Fioravante
TI Validating the EUCS Model to Measure the Level of Satisfaction of
   Internet Users in Local Banks in Italy
SO JOURNAL OF ORGANIZATIONAL AND END USER COMPUTING
LA English
DT Article
DE Co-Operative Banks; Customer Satisfaction; EUCS; Internet Banking; Local
   Banks; SEM; Italy
ID CONFIRMATORY FACTOR-ANALYSIS; COMPUTING SATISFACTION; CUSTOMER
   SATISFACTION; INFORMATION-SYSTEMS; INSTRUMENT; LOYALTY; BUSINESS;
   CONSEQUENCES; ANTECEDENTS; FRAMEWORK
AB In this study, the EUCS model has been used for measuring online banking user satisfaction in the local banking sector. The authors focused on Italian co-operative banks. The study involved the submission of a questionnaire to a sample of 600 retail consumers of small-sized co-operative banks. The model was tested with SEM techniques. The findings reinforce EUCS theory for internet banking satisfaction with large sample size, and provide evidence about the psychometric stability of the EUCS tool for measuring online banking user satisfaction in the local banking setting. The study will be useful to policy makers and banks to better understand why internet banking is not the favoured channel for service delivery in Italy and which are the main factors able to increase the acceptance of the online banking channel.
C1 [Pauluzzo, Rubens] Univ Udine, Mkt & Advertising Commun & Management Digital Ind, Dept Econ & Stat Sci, Udine, Italy.
   [Geretto, Enrico Fioravante] Univ Udine, Financial Intermediat & Financial Markets, Dept Econ & Stat Sci, Udine, Italy.
RP Pauluzzo, R (reprint author), Univ Udine, Mkt & Advertising Commun & Management Digital Ind, Dept Econ & Stat Sci, Udine, Italy.
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NR 71
TC 1
Z9 1
U1 0
U2 11
PU IGI GLOBAL
PI HERSHEY
PA 701 E CHOCOLATE AVE, STE 200, HERSHEY, PA 17033-1240 USA
SN 1546-2234
EI 1546-5012
J9 J ORGAN END USER COM
JI J. Organ. End User Comput.
PD JAN-MAR
PY 2018
VL 30
IS 1
BP 66
EP 81
DI 10.4018/JOEUC.2018010104
PG 16
WC Computer Science, Information Systems; Information Science & Library
   Science; Management
SC Computer Science; Information Science & Library Science; Business &
   Economics
GA FQ6VM
UT WOS:000418502200005
DA 2020-02-20
ER

PT J
AU Das, P
   Verburg, R
   Verbraeck, A
   Bonebakker, L
AF Das, Patrick
   Verburg, Robert
   Verbraeck, Alexander
   Bonebakker, Lodewijk
TI Barriers to innovation within large financial services firms An in-depth
   study into disruptive and radical innovation projects at a bank
SO EUROPEAN JOURNAL OF INNOVATION MANAGEMENT
LA English
DT Article
DE Innovation projects; Financial services; Disruptive innovation; Radical
   innovation; Innovation barriers
ID PRODUCT; PERFORMANCE; ADOPTION; IMPACT
AB Purpose - Since the 2008 financial crisis, the financial industry is in need of innovation to increase stability and improve quality of services. The purpose of this paper is to explore internal barriers that influence the effectiveness of projects within large financial services firms focussing on potentially disruptive and radical innovations. While literature has generally focused on barriers within traditional technology and manufacturing firms, few researchers have identified barriers for these type of firms.
   Design/methodology/approach - A framework of internal barriers was developed and validated by means of an explorative case study. Data were collected at a European bank by exploring how innovation is organized and what barriers influence effectiveness of eight innovation projects.
   Findings - Six items were identified as key barrier for potentially disruptive and radical innovations (e.g. traditional risk-avoidance focus, and inertia caused by systems architecture). As such, in the sample these were more important than traditionally defined barriers such as sources of finance, and lacking exploration competences.
   Research limitations/implications - Based on a small number of projects within one firm, the results highlight the need for more in-depth research on the effects of barriers and how barriers can be overcome within this industry.
   Originality/value - The results show that there is a discrepancy between the societal demand for radical change within the financial industry and the ability of large financial services firms to innovate. The study identifies which unique internal barriers hamper potentially disruptive and radical innovation in large financial services firms.
C1 [Das, Patrick; Verbraeck, Alexander] Delft Univ Technol, Dept Multi Actor Syst, Delft, Netherlands.
   [Verburg, Robert] Delft Univ Technol, Dept Values Technol & Innovat, Delft, Netherlands.
   [Bonebakker, Lodewijk] ACM, Amersfoort, Netherlands.
RP Das, P (reprint author), Delft Univ Technol, Dept Multi Actor Syst, Delft, Netherlands.
EM patrick.das@tudelft.nl
RI Verbraeck, Alexander/L-6775-2016
OI Verbraeck, Alexander/0000-0002-1572-0997
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NR 52
TC 3
Z9 4
U1 0
U2 47
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1460-1060
EI 1758-7115
J9 EUR J INNOV MANAG
JI Eur. J. Innov. Manag.
PY 2018
VL 21
IS 1
BP 96
EP 112
DI 10.1108/EJIM-03-2017-0028
PG 17
WC Business; Management
SC Business & Economics
GA FQ0HP
UT WOS:000418036100005
OA Other Gold
DA 2020-02-20
ER

PT J
AU Roberts-Lombard, M
   Reynolds-de Bruin, L
AF Roberts-Lombard, M.
   Reynolds-de Bruin, L.
TI Strengthening graduate employee commitment through internal marketing in
   the South African retail banking industry
SO SOUTH AFRICAN JOURNAL OF BUSINESS MANAGEMENT
LA English
DT Article
ID ORGANIZATIONAL COMMITMENT; JOB-SATISFACTION; KNOWLEDGE MANAGEMENT;
   COMMERCIAL-BANKS; PERFORMANCE; ORIENTATION; PERSPECTIVE; QUALITY;
   SECTOR; OUTCOMES
AB A strong internal marketing strategy can be critical to achieving and sustaining a competitive advantage as well as driving organisational change and enhanced organisational performance. This study sought to determine the influence of internal marketing mix elements on the satisfaction levels of recently employed graduates (GradDPs) within the retail banking industry in South Africa. The study also identified links between the satisfaction of GradDPs and their affective commitment in this context. A census approach to generating data was applied in the study by using a person-administered and an electronic survey method. Regression analysis-was used to test the relationships proposed in the study. The results indicated that internal marketing significantly influences GradDP employee satisfaction within retail banks in South Africa and that a positive relationship exists between GradDP employee satisfaction and their affective commitment. The study results allowed for recommendations that retail banks provide training and support programmes to assist managers in developing a more participative style of leading. Such programmes would assist leaders in consulting employees more often and ensuring that they have sufficient autonomy when executing their work. It would also help leaders to create a safer GradDP employee environment that fosters openness, risk-taking and idea generation.
C1 [Roberts-Lombard, M.; Reynolds-de Bruin, L.] Univ Johannesburg, Auckland Pk Campus,POB 524, ZA-2006 Auckland Pk, South Africa.
RP Roberts-Lombard, M (reprint author), Univ Johannesburg, Auckland Pk Campus,POB 524, ZA-2006 Auckland Pk, South Africa.
EM mornayrl@uj.ac.za
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NR 97
TC 0
Z9 0
U1 1
U2 11
PU ASSOC PROFESSIONAL MANAGERS SOUTH AFRICIA
PI CENTURION
PA PO BOX 11937, CENTURION, 0046, SOUTH AFRICA
SN 2078-5585
EI 2078-5976
J9 S AFR J BUS MANAG
JI S. Afr. J. Bus. Manag.
PD DEC
PY 2017
VL 48
IS 4
BP 91
EP 105
PG 15
WC Business; Management
SC Business & Economics
GA FQ2SR
UT WOS:000418208800009
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Frimpong, K
   Al-Shuridah, O
   Wilson, A
   Sarpong, FAA
AF Frimpong, Kwabena
   Al-Shuridah, Obaid
   Wilson, Alan
   Sarpong, Frederick Asafo-Adjei
TI Effect of inherent innovativeness and consumer readiness on attitudes to
   mobile banking
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Inherent innovativeness; Attitudes; Consumer readiness; Mobile banking;
   Retail banking; Self-service technologies; United Kingdom
ID SELF-SERVICE TECHNOLOGIES; PERSONAL INNOVATIVENESS;
   INFORMATION-TECHNOLOGY; INTERNET BANKING; USER ACCEPTANCE; ADOPTION;
   INTENTION; ONLINE; SATISFACTION; EFFICACY
AB Despite the strong evidence that many consumers relish their experience with mobile banking, others indicate that some segments may not be comfortable with these emerging digitized platforms due to certain inherent personal traits. Drawing insights from the socio-psychology and innovation/SSTs adoption literature, this paper tested a structural model with inherent innovativeness as an antecedent variable, and consumers' attitude to M-banking, as a mediator to their future usage intention. The moderating effect of consumer readiness on the hypothesized relationship between consumers' attitudes and intention to use mobile banking was also examined. The model was tested on survey data from 720 respondents from the United Kingdom (UK). Findings show that inherent innovativeness significantly explains attitudes to mobile banking. There were, however, mixed outcomes concerning the effects of three dimensions of consumer readiness on the link between attitudes and intention to use mobile banking. The results show that only ability exerts a positive and a significant effect on the examined relationship. The effects of motivation and role clarity seemed insignificant. The findings from this paper can help retail bank managers improve their channel and promotional decisions in order to enhance the service experience of relevant segments.
C1 [Frimpong, Kwabena; Al-Shuridah, Obaid] King Fahd Univ Petr & Minerals, Dept Management & Mkt, Box 5074, Dhahran 31261, Saudi Arabia.
   [Wilson, Alan] Strathclyde Business Sch, Dept Mkt, 16 Richmond St, Glasgow G1 1XQ, Lanark, Scotland.
   [Sarpong, Frederick Asafo-Adjei] GIMPA, GIMPA Business Sch, Box AH 50, Achimota, Accra, Ghana.
RP Frimpong, K (reprint author), King Fahd Univ Petr & Minerals, Dept Management & Mkt, Box 5074, Dhahran 31261, Saudi Arabia.
EM frimpong@kfupm.edu.sa; Shuridah@kfupm.edu.sa; alan.wilson@strath.ac.uk;
   fsarpong@gimpa.edu.gh
RI Wilson, Alan/M-9918-2014
OI Wilson, Alan/0000-0002-5491-1876
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NR 62
TC 2
Z9 2
U1 2
U2 14
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD DEC
PY 2017
VL 22
IS 4
BP 187
EP 201
DI 10.1057/s41264-017-0037-2
PG 15
WC Business
SC Business & Economics
GA FP1WJ
UT WOS:000417405200006
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Dobbie, W
   Goldsmith-Pinkham, P
   Yang, CS
AF Dobbie, Will
   Goldsmith-Pinkham, Paul
   Yang, Crystal S.
TI Consumer Bankruptcy and Financial Health
SO REVIEW OF ECONOMICS AND STATISTICS
LA English
DT Article
ID PERSONAL BANKRUPTCY; CHILD PROTECTION; FOSTER-CARE; INSURANCE;
   ASSIGNMENT; CORPORATE; OUTCOMES; LAW
AB This paper estimates the effect of Chapter 13 bankruptcy protection on financial health using a new data set linking bankruptcy filings to credit bureau records. Our empirical strategy uses the leniency of randomly assigned judges as an instrument for Chapter 13 protection. We find that Chapter 13 protection decreases an index measuring adverse financial events such as civil judgments and repossessions by 0.323 standard deviations and increases the probability of being a homeowner by 13.2 percentage points. Chapter 13 protection has little impact on open unsecured debt but decreases the amount of debt in collections by $1,333.
C1 [Dobbie, Will] Princeton Univ, Princeton, NJ 08544 USA.
   [Dobbie, Will; Yang, Crystal S.] NBER, Cambridge, MA 02138 USA.
   [Goldsmith-Pinkham, Paul] Fed Reserve Bank New York, New York, NY USA.
   [Yang, Crystal S.] Harvard Law Sch, Cambridge, MA USA.
RP Dobbie, W (reprint author), Princeton Univ, Princeton, NJ 08544 USA.; Dobbie, W (reprint author), NBER, Cambridge, MA 02138 USA.
EM wdobbie@princeton.edu; paulgp@gmail.com; cyang@law.harvard.edu
FU Harvard Business School
FX We thank Tal Gross, Matthew Notowidigdo, and Jialan Wang for providing
   the bankruptcy data used in this analysis. We also thank Lanier Benkard,
   Raj Chetty, Roland Fryer, Edward Glaeser, Guido Imbens, Lawrence Katz,
   Michal Kolesar, Geng Li, the editor Bryan Graham, two anonymous
   referees, and numerous seminar participants for helpful comments and
   suggestions. Kevin DeLuca, Scott Dorsett, and Jessica Wagner provided
   outstanding research assistance. Financial support from the Harvard
   Business School is gratefully acknowledged. Correspondence can be
   addressed to the authors by e-mail: wdobbie@princeton.edu (Dobbie),
   paulgp@gmail.com (Goldsmith-Pinkham), and cyang@law.harvard.edu (Yang).
   All remaining errors are our own. Views expressed in this paper are our
   own and do not reflect the opinions of the Federal Reserve Bank of New
   York or the Federal Reserve System.
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NR 35
TC 3
Z9 3
U1 0
U2 10
PU MIT PRESS
PI CAMBRIDGE
PA ONE ROGERS ST, CAMBRIDGE, MA 02142-1209 USA
SN 0034-6535
EI 1530-9142
J9 REV ECON STAT
JI Rev. Econ. Stat.
PD DEC
PY 2017
VL 99
IS 5
BP 853
EP 869
DI 10.1162/REST_a_00669
PG 17
WC Economics; Social Sciences, Mathematical Methods
SC Business & Economics; Mathematical Methods In Social Sciences
GA FO0HK
UT WOS:000416424000009
DA 2020-02-20
ER

PT J
AU Maklan, S
   Antonetti, P
   Whitty, S
AF Maklan, Stan
   Antonetti, Paolo
   Whitty, Steve
TI A Better Way to Manage Customer Experience: Lessons from the Royal Bank
   of Scotland
SO CALIFORNIA MANAGEMENT REVIEW
LA English
DT Article
DE customer relations; marketing; customer service; service industries
ID DYNAMIC CAPABILITIES; SERVICE EXPERIENCES; SATISFACTION; QUALITY;
   IMPACT; RETURN; MODEL; FIRM
AB Customer experience is heralded as the competitive battleground; however, it is defined so broadly that companies often struggle to define, implement, and measure it. Based on the experiences of the Royal Bank of Scotland, this article develops an effective approach to scoping and managing customer experience, identifying typical pitfalls, and providing guidance to organizations trying to understand where to start.
C1 [Maklan, Stan] Cranfield Sch Management, Mkt & Technol, Cranfield, Beds, England.
   [Antonetti, Paolo] Queen Mary Univ London, London, England.
   [Whitty, Steve] Royal Bank Scotland, Edinburgh, Midlothian, Scotland.
RP Maklan, S (reprint author), Cranfield Sch Management, Mkt & Technol, Cranfield, Beds, England.
EM s.maklan@cranfield.ac.uk; p.antonetti@qmul.ac.uk;
   stephenwhitty@aol.co.uk
OI Maklan, Stan/0000-0002-7872-3079
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NR 58
TC 3
Z9 3
U1 3
U2 92
PU SAGE PUBLICATIONS INC
PI THOUSAND OAKS
PA 2455 TELLER RD, THOUSAND OAKS, CA 91320 USA
SN 0008-1256
EI 2162-8564
J9 CALIF MANAGE REV
JI Calif. Manage. Rev.
PD WIN
PY 2017
VL 59
IS 2
BP 92
EP 115
DI 10.1177/0008125617695285
PG 24
WC Business; Management
SC Business & Economics
GA FC6HX
UT WOS:000406942100005
DA 2020-02-20
ER

PT J
AU Oumar, TK
   Mang'unyi, EE
   Govender, KK
   Rajkaran, S
AF Oumar, Timothy K.
   Mang'unyi, Eric E.
   Govender, Krishna K.
   Rajkaran, Sookdhev
TI Exploring the e-CRM - e-customer- e-loyalty nexus: a Kenyan commercial
   bank case study
SO MANAGEMENT & MARKETING-CHALLENGES FOR THE KNOWLEDGE SOCIETY
LA English
DT Article
DE Customer loyalty; e-CRM; Service satisfaction; Relationship management;
   Relationship marketing; On-line Banking; Banking industry
ID MODEL
AB This article scaffolds on customer relationship management (CRM) theory and explores the association between electronic CRM (e-CRM) and electronic customer's (e-customer) electronic loyalty (e-loyalty) in the banking sector. By using a survey design, data was collected from a convenience sample of customers of a major Kenyan commercial bank, and analysed using structural equation and multiple regression modelling. The findings reveal that there is a positive relationship between e-CRM and e-customers' loyalty. The e-CRM features at all three stages of an electronic transaction cycle namely, pre-service, during-service and after-service, significantly influence the e-customers' loyalty in the banking sector. Thus, to capitalize on the range of benefits that emanate from the use of e-CRM, continued review and enhancement of marketing strategies is needed, so as to achieve e-customers' loyalty particularly, at the post-service stage. Kenyan commercial bank managers should focus on customer satisfaction specifically at post-service stage, to increase their e-customers' loyalty.
C1 [Oumar, Timothy K.] Jesuit Hist Inst Africa, Nairobi, Kenya.
   [Mang'unyi, Eric E.; Rajkaran, Sookdhev] Walter Sisulu Univ, Mthatha, South Africa.
   [Govender, Krishna K.] Univ KwaZulu Natal, Pietermaritzburg, South Africa.
RP Govender, KK (reprint author), Univ KwaZulu Natal, Pietermaritzburg, South Africa.
EM govenderkrishna@gmail.com
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NR 55
TC 3
Z9 3
U1 0
U2 18
PU DE GRUYTER POLAND SP ZOO
PI WARSAW
PA BOGUMILA ZUGA 32A STR., 01-811 WARSAW, POLAND
SN 1842-0206
EI 2069-8887
J9 MANAG MARK
JI Manag. Mark.
PD DEC
PY 2017
VL 12
IS 4
BP 674
EP 696
DI 10.1515/mmcks-2017-0039
PG 23
WC Business
SC Business & Economics
GA FS7LJ
UT WOS:000419978800009
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Barth, ME
   Gomez-Biscarri, J
   Kasznik, R
   Lopez-Espinosa, G
AF Barth, Mary E.
   Gomez-Biscarri, Javier
   Kasznik, Ron
   Lopez-Espinosa, German
TI Bank earnings and regulatory capital management using available for sale
   securities
SO REVIEW OF ACCOUNTING STUDIES
LA English
DT Article
DE Banks; Earnings management; Available for sale securities; Realized
   gains and losses; Regulatory capital
ID LOAN LOSS PROVISIONS; COMPREHENSIVE INCOME; COMMERCIAL-BANKS; INVESTMENT
   SECURITIES; MARKET VALUATION; PUBLIC FIRMS; LOSSES; PERFORMANCE;
   QUALITY; PRIVATE
AB Based on a large sample of publicly listed and non-listed US commercial banks from 1996 to 2011, we find robust evidence consistent with banks using realized available for sale (AFS) securities gains and losses to smooth earnings and increase low regulatory capital. We also find that (i) banks with positive earnings smooth earnings, and banks with negative earnings generally take big baths; (ii) regulatory capital constrains big baths; (iii) banks with more negative earnings and more unrealized beginning-of-quarter losses (gains) take big baths (smooth earnings); and (iv) banks with low regulatory capital and more unrealized gains realize more gains. Also, banks with negative earnings take big baths (avoid or reduce the earnings loss) if their unrealized gains are insufficient (sufficient) to offset the negative earnings. Our inferences apply to listed and non-listed banks, which indicates that the earnings management incentives do not derive solely from public capital markets. Our findings reveal that the accounting for AFS securities gains and losses enables banks to manage regulatory capital and earnings in a variety of ways.
C1 [Barth, Mary E.; Kasznik, Ron] Stanford Univ, Grad Sch Business, Stanford, CA 94305 USA.
   [Gomez-Biscarri, Javier] Univ Pompeu Fabra, Dept Econ & Empresa, Barcelona, Spain.
   [Gomez-Biscarri, Javier] Barcelona Grad Sch Econ, Barcelona, Spain.
   [Lopez-Espinosa, German] Univ Navarra, Dept Empresa, Navarra, Spain.
RP Barth, ME (reprint author), Stanford Univ, Grad Sch Business, Stanford, CA 94305 USA.
EM mbarth@stanford.edu; javier.gomez@upf.edu; kasznik@stanford.edu;
   glespinosa@unav.es
RI Lopez-Espinosa, German/C-8256-2017
OI Lopez-Espinosa, German/0000-0003-4520-0789
FU Ministerio de Ciencia e Innovacion [ECO2012-33619, ECO-2014-55488-P,
   SEV-2015-0563]; Gobierno de Navarra Jeronimo de Ayanz program (Barcelona
   GSE)
FX We appreciate the helpful comments and suggestions from Michael Minnis,
   Doron Nissim, Stephen Penman, and seminar participants at the American
   Accounting Association annual meeting, especially John McInnis the
   discussant; Barcelona Accounting Seminar Series; European Accounting
   Association Annual Congress; Spanish Finance Association annual
   conference, especially Ricardo Gimeno the discussant; Universidad de
   Navarra; University of Neuchatel; Universitat Pompeu Fabra; Universidad
   de Valladolid; and the VII International Research Symposium for
   Accounting Academics (Madrid), especially Pedro J. Garcia the
   discussant. We also appreciate the data collection efforts of Min Ji
   Lee. German Lopez-Espinosa (Javier Gomez-Biscarri) acknowledges
   financial support from the Ministerio de Ciencia e Innovacion project
   ECO2012-33619 (ECO-2014-55488-P & SEV-2015-0563) and from the Gobierno
   de Navarra Jeronimo de Ayanz program (Barcelona GSE).
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NR 40
TC 10
Z9 10
U1 5
U2 20
PU SPRINGER
PI DORDRECHT
PA VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT, NETHERLANDS
SN 1380-6653
EI 1573-7136
J9 REV ACCOUNT STUD
JI Rev. Account. Stud.
PD DEC
PY 2017
VL 22
IS 4
BP 1761
EP 1792
DI 10.1007/s11142-017-9426-y
PG 32
WC Business, Finance
SC Business & Economics
GA FN6WX
UT WOS:000416158600010
DA 2020-02-20
ER

PT J
AU Migueis, VL
   Camanho, AS
   Borges, J
AF Migueis, Vera L.
   Camanho, Ana S.
   Borges, Jose
TI Predicting direct marketing response in banking: comparison of class
   imbalance methods
SO SERVICE BUSINESS
LA English
DT Article
DE Direct marketing; Response modelling; Customer targeting; Random
   forests; Class imbalance
ID DATA MINING TECHNIQUES; LOGISTIC-REGRESSION; DECISION-SUPPORT; CUSTOMER;
   CLASSIFICATION; FRAMEWORK; MODELS; SEGMENTATION; SELECTION; DATASETS
AB Customers' response is an important topic in direct marketing. This study proposes a data mining response model supported by random forests to support the definition of target customers for banking campaigns. Class imbalance is a typical problem in telemarketing that can affect the performance of the data mining techniques. This study also contributes to the literature by exploring the use of class imbalance methods in the banking context. The performance of an undersampling method (the EasyEnsemble algorithm) is compared with that of an oversampling method (the Synthetic Minority Oversampling Technique) in order to determine the most appropriate specification. The importance of the attribute features included in the response model is also explored. In particular, discriminative performance was enhanced by the inclusion of demographic information, contact details and socio-economic features. Random forests, supported by an undersampling algorithm, presented very high prediction performance, outperforming the other techniques explored.
C1 [Migueis, Vera L.; Camanho, Ana S.; Borges, Jose] Univ Porto, Fac Engn, Rua Dr Roberto Frias, P-4200465 Oporto, Portugal.
RP Migueis, VL (reprint author), Univ Porto, Fac Engn, Rua Dr Roberto Frias, P-4200465 Oporto, Portugal.
EM vera.migueis@fe.up.pt; acamanho@fe.up.pt; jlborges@fe.up.pt
RI ; Cabral de Moura Borges, Jose Luis/D-1520-2016
OI Migueis, Vera/0000-0001-7831-9140; Camanho, Ana/0000-0001-7683-5889;
   Cabral de Moura Borges, Jose Luis/0000-0001-9946-5614
CR Abroud A, 2015, SERV BUS, V9, P161, DOI 10.1007/s11628-013-0214-x
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NR 67
TC 5
Z9 5
U1 7
U2 32
PU SPRINGER HEIDELBERG
PI HEIDELBERG
PA TIERGARTENSTRASSE 17, D-69121 HEIDELBERG, GERMANY
SN 1862-8516
EI 1862-8508
J9 SERV BUS
JI Serv. Bus.
PD DEC
PY 2017
VL 11
IS 4
BP 831
EP 849
DI 10.1007/s11628-016-0332-3
PG 19
WC Business; Management
SC Business & Economics
GA FL4MO
UT WOS:000414204400007
DA 2020-02-20
ER

PT J
AU Tektas, OO
AF Tektas, Oznur Ozkan
TI Perceived justice and post-recovery satisfaction in banking service
   failures: Do commitment types matter?
SO SERVICE BUSINESS
LA English
DT Article
DE Service recovery; Perceived justice; Post-recovery satisfaction (PRS);
   Affective commitment; Calculative commitment
ID MODERATING ROLE; CUSTOMER SATISFACTION; DISTRIBUTION CHANNELS; LOYALTY
   COMMITMENT; IMPACT; COMPLAINT; ORGANIZATIONS; PERCEPTIONS; RESPONSES;
   STRATEGIES
AB Based on the notion that the types of customer commitment to a service provider may have diverse reasons and effects on the customer's perceptions, attitudes, and behaviors, this study aims to investigate the different buffering effects of calculative and affective commitments on the perceived justice and post-recovery satisfaction (PRS) relationship. Multiple and hierarchical regression analyses were conducted based on survey data collected from 284 households who experienced service failure in the banking sector. Results revealed that while affective commitment moderates the effects of procedural and interactional justice, calculative commitment increases the impact of distributive and procedural justice on PRS.
C1 [Tektas, Oznur Ozkan] Hacettepe Univ, Dept Business Adm, Ankara, Turkey.
RP Tektas, OO (reprint author), Hacettepe Univ, Dept Business Adm, Ankara, Turkey.
EM oznuro@hacettepe.edu.tr
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NR 87
TC 4
Z9 4
U1 1
U2 19
PU SPRINGER HEIDELBERG
PI HEIDELBERG
PA TIERGARTENSTRASSE 17, D-69121 HEIDELBERG, GERMANY
SN 1862-8516
EI 1862-8508
J9 SERV BUS
JI Serv. Bus.
PD DEC
PY 2017
VL 11
IS 4
BP 851
EP 870
DI 10.1007/s11628-016-0333-2
PG 20
WC Business; Management
SC Business & Economics
GA FL4MO
UT WOS:000414204400008
DA 2020-02-20
ER

PT J
AU Linh, DH
   Anh, TV
AF Do Hoai Linh
   Tran Van Anh
TI Impact of stakeholders on the performance of green banking products and
   services: The case of Vietnamese banks
SO ECONOMIC ANNALS-XXI
LA English
DT Article
DE Stakeholders; Green banking (GB); Vietnam; BIDV; Vietinbank;
   Vietcombank; Agribank; ACB
AB The research aims to investigate the impact of stakeholders, and to provide recommendations on the performance of Green banking (GB) products and services in Vietnam. The paper is based upon both questionnaire data from random stakeholders of Vietnamese banks in the period from December 2016 to April 2017, and the analysis of in-depth interviews from the bank's leaders and government representatives. The interviewed were mostly the stakeholders of top five popular banks in Vietnam: BIDV, Vietinbank, Vietcombank, Agribank and ACB. The results show the significant impact and essential role of the bank stakeholders, as well as the benefits, opportunities and challenges to sustainable development while applying GB in Vietnam. Recommendations are proposed to expand Green banking further for developing countries like Vietnam.
C1 [Do Hoai Linh] Natl Econ Univ, Sch Banking & Finance, Dept Banking Management, 207 Giai Phong Rd, Hanoi 100000, Vietnam.
   [Tran Van Anh] Natl Econ Univ, Int Sch Management & Econ, 207 Giai Phong Rd, Hanoi 100000, Vietnam.
RP Linh, DH (reprint author), Natl Econ Univ, Sch Banking & Finance, Dept Banking Management, 207 Giai Phong Rd, Hanoi 100000, Vietnam.
EM linhdh@neu.edu.vn; Tran3.Anh@live.uwe.ac.uk
OI Do Hoai, Linh/0000-0003-0274-2422
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NR 46
TC 2
Z9 2
U1 0
U2 2
PU INST SOC TRANSFORMATION
PI KYIV
PA VUL GONCHARA 43-V, OFIS 20, KYIV, 01030, UKRAINE
SN 1728-6220
EI 1728-6239
J9 ECON ANN-XXI
JI Econ. Ann.-XXI
PD OCT 11
PY 2017
VL 165
IS 5-6
BP 143
EP 151
DI 10.21003/ea.V165-29
PG 9
WC Economics
SC Business & Economics
GA FQ8HA
UT WOS:000418602400029
OA Bronze
DA 2020-02-20
ER

PT J
AU Bhardwaj, M
   Aggarwal, R
AF Bhardwaj, Monica
   Aggarwal, Renu
TI An Empirical Study on Effect of Experience on Consumer Adoption
   Intention towards Internet Banking
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Internet Banking; Experience; Adoption Intention; Technology Acceptance
   Model
ID INFORMATION-TECHNOLOGY USAGE; CUSTOMER SATISFACTION; ONLINE BANKING;
   MOBILE BANKING; ACCEPTANCE; FAMILIARITY; ANTECEDENTS; MODEL; TAM
AB Internet banking has emerged as the most lucrative and cost effective service in electronic commerce. While the movement of the major banks and financial service providers towards the digital channels, the future scope of online presence appears highly optimistic. Besides offering major banking services through this mode, the banks and financial service providers get platform to maintain direct connect with their customers that enable them to offer superior services and strengthen customer relations. The present study investigates the moderation effect of user experience with varied lengths of use on the adoption intention and continued use towards internet banking. The study extends technology acceptance model to examine the user perceptions towards internet banking over a period of time. The findings highlight the differences in behavior based on the frequency use. The study provides useful implications for the academicians and the managers.
C1 [Bhardwaj, Monica] Fortune Inst Int Business, Rao Tula Ram Marg, Delhi, India.
   [Aggarwal, Renu] YMCA Univ, Faridabad, India.
RP Bhardwaj, M (reprint author), Fortune Inst Int Business, Rao Tula Ram Marg, Delhi, India.
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NR 48
TC 0
Z9 0
U1 0
U2 1
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD OCT
PY 2017
VL 10
IS 4
BP 31
EP 38
PG 8
WC Business
SC Business & Economics
GA GC9JD
UT WOS:000430112400005
DA 2020-02-20
ER

PT J
AU Ashoka, ML
   Rakesh, TS
   Madhushree, S
AF Ashoka, M. L.
   Rakesh, T. S.
   Madhushree, S.
TI Consumer Perception and Satisfaction Towards Internet Banking and Mobile
   Banking with Reference to Nationalized Banks in Rural India
SO INTERNATIONAL JOURNAL OF ASIAN BUSINESS AND INFORMATION MANAGEMENT
LA English
DT Article
DE Mobile Banking; National Rural Employment Guarantee Scheme; Nationalized
   Banks; Net Banking; Perceptual Delaying; Pradhan Mantri Jan-Dhan Yojana
AB Today, the Indian government is emphasising more on cash less transactions in order to eliminate black money activity in the market. In supporting to this internet and mobile banking is also one of the initiations steps taken by the nationalized banks. Even there are money private sectors banks are also coming up with innovative products of service to facilitate the customer in cashless transactions either in shopping, banking, payment of bills, recharges etc. This venture may be successful in the urban part of the India but making it reachable to the rural part is a big challenge. In this background, current study is focusing on the issues related to the internet and mobile banking usage and its impact on the consumers and their satisfaction towards the facilities offered by the nationalized banks in the rural part of the India especially in the Belthangady taluk, Dakshina Kannada district, Karnataka.
C1 [Ashoka, M. L.] Univ Mysore, PG Dept Commerce, Mysore, Karnataka, India.
   [Rakesh, T. S.] SDM Coll Autonomous, Dept Commerce, Ujire, D Kd, India.
   [Madhushree, S.] SDM Coll Autonomous, Ujire, D Kd, India.
RP Ashoka, ML (reprint author), Univ Mysore, PG Dept Commerce, Mysore, Karnataka, India.
OI T.S, Rakesh/0000-0001-8774-7817
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NR 24
TC 0
Z9 0
U1 2
U2 18
PU IGI GLOBAL
PI HERSHEY
PA 701 E CHOCOLATE AVE, STE 200, HERSHEY, PA 17033-1240 USA
SN 1947-9638
EI 1947-9646
J9 INT J ASIAN BUS INF
JI Int. J. Asian Bus. Inf. Manag.
PD OCT-DEC
PY 2017
VL 8
IS 4
BP 29
EP 40
DI 10.4018/IJABIM.2017100103
PG 12
WC Business
SC Business & Economics
GA FQ6JB
UT WOS:000418469700003
DA 2020-02-20
ER

PT J
AU Irani, RM
   Meisenzahl, RR
AF Irani, Rustom M.
   Meisenzahl, Ralf R.
TI Loan Sales and Bank Liquidity Management: Evidence from a US Credit
   Register
SO REVIEW OF FINANCIAL STUDIES
LA English
DT Article
ID FINANCIAL INTERMEDIATION; LENDING RELATIONSHIPS; ADVERSE-SELECTION;
   SUBPRIME CRISIS; RISK; MARKET; RUNS; SECURITIZATION; ARRANGEMENTS;
   FAILURES
AB We examine how banks use loan sales to manage liquidity during periods of marketwide stress and the associated spillovers to market prices. We track the dynamics of loan share ownership in the secondary market using data from a U.S. supervisory register of syndicated loans. Controlling for loan quality using loan-year fixed effects, we find that banks reliant on wholesale funding were more likely to exit syndicates through sales during 2007/08. This effect is stronger for banks dependent on short-term funding and holding fewer liquid securities. In addition, secondary market prices decrease significantly more for loans funded by liquidity-strained banks.
C1 [Irani, Rustom M.] Univ Illinois, Coll Business, 1206 South Sixth St, Urbana, IL 61820 USA.
   [Meisenzahl, Ralf R.] Board Governors Fed Reserve Syst, Washington, DC USA.
RP Irani, RM (reprint author), Univ Illinois, Coll Business, 1206 South Sixth St, Urbana, IL 61820 USA.
EM rirani@illinois.edu
RI Meisenzahl, Ralf/R-9713-2019
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NR 49
TC 5
Z9 5
U1 2
U2 28
PU OXFORD UNIV PRESS INC
PI CARY
PA JOURNALS DEPT, 2001 EVANS RD, CARY, NC 27513 USA
SN 0893-9454
EI 1465-7368
J9 REV FINANC STUD
JI Rev. Financ. Stud.
PD OCT
PY 2017
VL 30
IS 10
BP 3455
EP 3501
DI 10.1093/rfs/hhx024
PG 47
WC Business, Finance; Economics
SC Business & Economics
GA FJ6BU
UT WOS:000412839400004
DA 2020-02-20
ER

PT J
AU Sarangal, RK
   Nargotra, M
AF Sarangal, Rajani Kumari
   Nargotra, Meenakshi
TI Internal Marketing, Employee Job Satisfaction and Employee Engagement: A
   Case of J&K Bank
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Internal Marketing Practices; Employee Job Satisfaction; Employee
   Engagement Banking Sector
ID WORK ENGAGEMENT; BURNOUT; IMPACT; ANTECEDENTS; MANAGEMENT; RESOURCES;
   ATTITUDES; OUTCOMES; DEMANDS
AB The present study aims to investigate the influence of internal marketing on employee job satisfaction and impact of employee job satisfaction on employee engagement. Data was collected from the different branches of J&K bank operating in Jammu city. Data was collected through self-administered survey from 182 respondents. The reliability of the measures is checked by calculating the value of Cronbach's alpha. Correlation analysis indicates the relation between internal marketing, employee job satisfaction and employee engagement. Further, regression analysis is done to check the impact of the Internal marketing on employee job satisfaction and the impact of employee job satisfaction on employee engagement. Finding support the hypothesis that internal marketing practices have positive influence on job satisfaction among employee and employee job satisfaction positively influences employee engagement. This paper contributes to existing knowledge by studying various internal marketing practices in banking organization, which have a direct impact on employee job satisfaction and employee engagement. Thus, the result of this study will provide practitioners with better insights into innovative internal marketing practices that could elevate job satisfaction among employee and ultimately engagement of employees.
C1 [Sarangal, Rajani Kumari; Nargotra, Meenakshi] Univ Jammu, Business Sch, Jammu, India.
RP Sarangal, RK (reprint author), Univ Jammu, Business Sch, Jammu, India.
CR Abdullah R. B., 2011, INT J BUSINESS SOCIA, V2, P3
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NR 47
TC 0
Z9 0
U1 0
U2 8
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD OCT
PY 2017
VL 10
IS 4
BP 80
EP 89
PG 10
WC Business
SC Business & Economics
GA GC9JD
UT WOS:000430112400010
DA 2020-02-20
ER

PT J
AU Moisescu, OI
AF Moisescu, Ovidiu-Ioan
TI FROM CSR TO CUSTOMER LOYALTY: AN EMPIRICAL INVESTIGATION IN THE RETAIL
   BANKING INDUSTRY OF A DEVELOPING COUNTRY
SO SCIENTIFIC ANNALS OF ECONOMICS AND BUSINESS
LA English
DT Article
DE CSR; customer loyalty; retail banking; developing country
ID CORPORATE SOCIAL-RESPONSIBILITY; CONSUMERS PERCEPTIONS; SCALE
   DEVELOPMENT; SATISFACTION; IMPACT; ASSOCIATIONS; TRUST; PERSONALITY;
   ANTECEDENTS; ATTACHMENT
AB The objective of the current paper is to investigate the impact of customers' perceptions of their service providers' corporate social responsibility (CSR) on customer loyalty, bringing relevant and useful insights regarding the nature of this relationship in the retail banking industry, and in the particular context of a developing country. The objective was accomplished by planning and implementing a consumer survey among a sample of 1449 Romanian retail banking customers, using an item-pool drawn up from the literature. The observed variables were grouped into several reflective latent variables, and afterwards included into a multiple regression model. The results indicate that customers' loyalty towards retail banking companies is significantly and positively impacted by how customers perceive their providers' CSR. Moreover, analyzing each category of responsibilities individually, banks' responsibility towards their customers can be emphasized as being the most important dimension in our research context. The results convey practical implications for customer loyalty enhancement in a European developing country's retail banking industry, by identifying those CSR dimensions on which organizations should focus on within their CSR policies implementation and communication.
C1 [Moisescu, Ovidiu-Ioan] Babes Bolyai Univ, Fac Econ & Business Adm, Dept Mkt, Cluj Napoca, Romania.
RP Moisescu, OI (reprint author), Babes Bolyai Univ, Fac Econ & Business Adm, Dept Mkt, Cluj Napoca, Romania.
EM ovidiu.moisescu@econ.ubbcluj.ro
RI Moisescu, Ovidiu I./C-1175-2013
OI Moisescu, Ovidiu I./0000-0003-0097-5660
FU Babes-Bolyai University [31802/2016]
FX This work was supported by the Babes-Bolyai University through the
   "Young Researchers Grants" ("Granturi pentru tinerii cercetatori"),
   project number 31802/2016.
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NR 50
TC 1
Z9 2
U1 0
U2 0
PU DE GRUYTER POLAND SP ZOO
PI WARSAW
PA BOGUMILA ZUGA 32A STR., 01-811 WARSAW, POLAND
SN 2501-1960
EI 2501-3165
J9 SCI ANN ECON BUS
JI Sci. Ann. Econ. Bus.
PD OCT
PY 2017
VL 64
IS 3
BP 307
EP 323
DI 10.1515/saeb-2017-0020
PG 17
WC Economics
SC Business & Economics
GA HE2QC
UT WOS:000453152900003
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Neema, A
   Nema, G
AF Neema, Ankita
   Nema, Geeta
TI Impact of Brand Image on Brand Loyalty and Brand Equity in Banking
   Sector: A Case of State Bank of India
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Brand Image; Brand Loyalty and Brand Equity
AB In today's competitive business environment, banks operate in a severe rivalry due to various factors, including globalization, fast technological developments and homogeneous nature of banks services. For this reason, strong brand image is crucial in differentiating banks and adding value to the banking services. The present study aimed at investigating relationship among brand image, brand loyalty and brand equity in banking sector. The data in this study were collected from a sample of 100 customers of State Bank of India (SBI) in Indore region. Data collection was done through personal administration of a close-ended structured questionnaire to the sample respondents. Obtained data from the questionnaire were analyzed using SPSS software. Presented hypotheses in this study were examined using Pearson coefficient of correlation and regression analysis. The results reveal that bank brand image has positive effects on brand loyalty and brand equity. It means that a positive brand image not only increases customer loyalty directly, but it also enhances brand equity of banks.
C1 [Neema, Ankita; Nema, Geeta] Devi Ahilya Vishwavidyalaya, IIPS, Indore, Madhya Pradesh, India.
RP Neema, A (reprint author), Devi Ahilya Vishwavidyalaya, IIPS, Indore, Madhya Pradesh, India.
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NR 9
TC 0
Z9 0
U1 0
U2 2
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD SEP
PY 2017
VL 10
IS 3
BP 109
EP 112
PG 4
WC Business
SC Business & Economics
GA GC9IK
UT WOS:000430110500013
DA 2020-02-20
ER

PT J
AU Honka, E
   Hortacsu, A
   Vitorino, MA
AF Honka, Elisabeth
   Hortacsu, Ali
   Vitorino, Maria Ana
TI Advertising, consumer awareness, and choice: evidence from the US
   banking industry
SO RAND JOURNAL OF ECONOMICS
LA English
DT Article
ID LIMITED INFORMATION; CONSIDERATION SET; SWITCHING COSTS; SEARCH; MODEL;
   COMPETITION; ENDOGENEITY; QUALITY; WELFARE; DEMAND
AB How does advertising influence consumer decisions and market outcomes? We utilize detailed data on consumer shopping behavior and choices over bank accounts to investigate the effects of advertising on the different stages of the shopping process: awareness, consideration, and choice. We formulate a structural model with costly search and endogenous consideration sets, and show that advertising in the U.S. banking industry is primarily a shifter of awareness as opposed to consideration or choice. Advertising makes consumers aware of more options, search more, and find better alternatives. This increases the market share of smaller banks and makes the industry more competitive.
C1 [Honka, Elisabeth] Univ Calif Los Angeles, Los Angeles, CA 90024 USA.
   [Hortacsu, Ali] Univ Chicago, Chicago, IL 60637 USA.
   [Hortacsu, Ali] NBER, Cambridge, MA 02138 USA.
   [Vitorino, Maria Ana] Univ Minnesota, Minneapolis, MN 55455 USA.
RP Honka, E (reprint author), Univ Calif Los Angeles, Los Angeles, CA 90024 USA.; Hortacsu, A (reprint author), Univ Chicago, Chicago, IL 60637 USA.; Hortacsu, A (reprint author), NBER, Cambridge, MA 02138 USA.; Vitorino, MA (reprint author), Univ Minnesota, Minneapolis, MN 55455 USA.
EM elisabeth.honka@anderson.ucla.edu; hortacsu@uchicago.edu;
   vitorino@umn.edu
FU NSFNational Science Foundation (NSF) [SES-1426823]; Dean's Small Grants
   Program at the University of Minnesota Carlson School of Management
FX We are grateful to Frederico Belo, Mark Bergen, Thomas Holmes, Mitch
   Lovett, John Lynch, Amil Petrin, Enno Siemsen, Aaron Sojourner, and Joel
   Waldfogel for their numerous comments and suggestions. We also thank the
   participants of the 2013 Marketing Science conference (Istanbul), the
   2014 UT Dallas FORMS conference, the 2014 IIOC conference (Chicago), the
   2014 Yale Customer Insights conference (New Haven), the 2014 CIRPEE
   Conference on Industrial Organization (Montreal, Canada), the 2014
   Summer NBER Industrial Organization Meeting (Cambridge, MA), the 2014
   Summer Institute in Competitive Strategy (Berkeley), the 2014 Marketing
   Dynamics conference (Las Vegas), the 2014 Annual Federal Trade
   Commission Microeconomics Conference (Washington DC), the 2016 Workshop
   on the Economics of Advertising and Marketing (Vilnius, Lithuania), and
   seminar participants at the Carlson School of Management (University of
   Minnesota), Brown University, Anderson School of Management (UCLA),
   Booth School of Business (University of Chicago), Simon Business School
   (University of Rochester), Johnson School of Management (Cornell
   University), Kellogg School of Management (Northwestern University),
   Universitat Autonoma de Barcelona, and Columbia University for their
   comments. We specifically thank the discussants Tat Chan, Judith
   Chevalier, Gautam Gowrisankaran, Sanjog Misra, Sridhar Narayanan, Marc
   Rysman, Anna Tuchman, and Lawrence White for the detailed comments on
   our work. We are grateful to RateWatch and to an anonymous market
   research company for providing us with the data. Mark Egan provided
   excellent research assistance. This article was generously supported by
   the NSF (grant no. SES-1426823) and by the Dean's Small Grants Program
   at the University of Minnesota Carlson School of Management. All errors
   are our own.
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NR 57
TC 10
Z9 10
U1 3
U2 21
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0741-6261
EI 1756-2171
J9 RAND J ECON
JI Rand J. Econ.
PD FAL
PY 2017
VL 48
IS 3
BP 611
EP 646
DI 10.1111/1756-2171.12188
PG 36
WC Economics
SC Business & Economics
GA FD6QS
UT WOS:000407653600003
DA 2020-02-20
ER

PT J
AU Meghani, N
   Gokhru, A
AF Meghani, Nita
   Gokhru, Anjali
TI The Impact of Demonetization on frequency of using Internet Banking
   Services with reference to selected cities of Gujarat
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Demonetization; Internet Banking; Internet Banking Services; Benefits;
   Semantics etc.
AB India has demonetized before: First time on 12th Jan 1946 (Saturday), second time on 16th Jan 1978 (Monday), Third time on 8th November 2016 (Tuesday). Globally, information technology has brought about far-reaching changes in banking industry. With cash transactions facing a reduction, alternative forms of payment have been seen a surge in demand. Digital transaction systems, e wallets and apps, online transactions using e-banking, usage of Plastic money (Debit and Credit Cards), etc. are definitely having substantial increases in demand during demonetization. This should eventually lead to strengthening of such systems and the infrastructures required. The objective of the present paper is to examine and analyze the progress made by Internet Banking in Gujarat during Demonetization.
C1 [Meghani, Nita] Atmiya Inst Technol & Sci, Management Dept, Rajkot, Gujarat, India.
   [Gokhru, Anjali] Gujarat Univ, KS Sch Business Management, Management Dept, Ahmadabad, Gujarat, India.
RP Meghani, N (reprint author), Atmiya Inst Technol & Sci, Management Dept, Rajkot, Gujarat, India.
CR Behera A. K., SERVICE QUALITY BANK
   Internet Banking, 2015, J MANAGEMENT SCI TEC, V2
   Park Y., UNDERSTANDING CRAIGS
   Sharma G., 2016, STUDY INTERNET BANKI
   Umrez M., 2016, IMPERIAL J INTERDISC, V2
   Vithalani M. S. M., J ADV RES COMMERCE M
NR 6
TC 0
Z9 0
U1 0
U2 1
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD AUG
PY 2017
VL 10
IS 2
BP 64
EP 72
PG 9
WC Business
SC Business & Economics
GA GC9HV
UT WOS:000430109000007
DA 2020-02-20
ER

PT J
AU Ahmed, S
   Islam, R
   Mohiuddin, M
AF Ahmed, Selim
   Islam, Rafikul
   Mohiuddin, Mohammad
TI Service Quality, Shariah Compliance and Customer Satisfaction of Islamic
   Banking Services in Malaysia
SO TURKISH JOURNAL OF ISLAMIC ECONOMICS-TUJISE
LA English
DT Article
DE Service Quality; Shariah Compliance; Customer Satisfaction; Islamic
   Banking; Malaysia
ID MULTIPLE-ITEM SCALE
AB The present study investigates the level of service quality and customer satisfaction of Islamic banks in Malaysia based on demographics such as gender, nationality, experience with the bank and income. This study surveyed 179 customers who have had first hand experience with Islamic banking services in Malaysia.The research data was analysed based on reliability analysis, independent samples t-tests and one-way ANOVA using SPSS version 23. The research findings indicate that Malaysian customers have a better perception of reliability, responsiveness, assurance, empathy, tangibles and satisfaction compared to international customers. The findings also suggest that the customers who have 6-10 years' experience with Islamic banking services, have a better perception of reliability, assurance and Shariah compliance compared to other experience groups.
C1 [Ahmed, Selim; Mohiuddin, Mohammad] Int Univ Agadir, Universiapolis, Agadir, Morocco.
   [Islam, Rafikul] Int Islamic Univ Malaysia, Selangor, Malaysia.
RP Ahmed, S (reprint author), Int Univ Agadir, Universiapolis, Agadir, Morocco.
EM selim@isiam.ma; rislam@iium.edu.my; mahiiiumissc@gmail.com
OI Islam, Rafikul/0000-0002-4272-3085
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NR 22
TC 0
Z9 0
U1 1
U2 2
PU RESEARCH CENTER ISLAMIC ECONOMICS-IKAM
PI ISTANBUL
PA AZIZ MAHMUT HUDAYI MAH TURBE KAPISI SOK NO 13 USKUDAR, ISTANBUL, 00000,
   TURKEY
SN 2587-2303
EI 2587-232X
J9 TURK J ISLAMIC ECON
JI Turk. J. Islamic Econ.
PD AUG
PY 2017
VL 4
IS 2
BP 71
EP 82
DI 10.26414/tujise.2017.4.2.71-82
PG 12
WC Economics
SC Business & Economics
GA GY9NO
UT WOS:000448974500005
OA Other Gold, Bronze
DA 2020-02-20
ER

PT J
AU Agarwal, M
   Arya, P
AF Agarwal, Manjari
   Arya, Poonam
TI A STUDY OF CUSTOMERS' PERCEPTION AND SATISFACTION TOWARDS HOUSING LOANS
   OF LIC HOUSING FINANCE LTD. AND SBI BANK IN HALDWANI REGION
SO SMART-JOURNAL OF BUSINESS MANAGEMENT STUDIES
LA English
DT Article
DE Housing Loan; Satisfaction; SBI and LICHFL
AB India has witnessed sea change in the Housing Finance Industry since the last decade. Housing is important not only for human settlement but also as a foundation for the development of human race. Particularly after the norms being relaxed by the Reserve Bank of India (RBI), individual housing loans disbursement by the Banks, are expected to soar high in coming years, giving a boost to this sector. These loan providers, having their own niches, are providing attractive loan schemes and services. However, certain problems are also witnessed by customers like visiting the Housing Finance Companies (HFCs) every month for EMI payment, delays in repayment due to non-reaching of timely PDCs to the HFCs, leading to customer dissatisfaction. Therefore, an assessment of customers' satisfaction of these two housing finance providers, will clearly reflect the expectations of customers from the loan providers. After collecting the data and doing the analysis, it was concluded that both LICHFL and SBI have varied clientele and people preferred both the institutions but LICHFL was slightly more preferred than SBI Bank for home loans.
C1 [Agarwal, Manjari; Arya, Poonam] Uttarakhand Open Univ, Haldwani, India.
RP Agarwal, M (reprint author), Uttarakhand Open Univ, Haldwani, India.
EM magarwal@uou.ac.in; speaktopoonam@gmail.com
CR [Anonymous], 2011, LICHFL ANN REP
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NR 14
TC 0
Z9 0
U1 0
U2 2
PU SCIENTIFIC MANAGEMENT & ADVANCED RESEARCH TRUST
PI TIRUCHIRAPPALLI
PA 150 KALYASUNDARAM NAGAR, AIRPORT POST OFFICE, TIRUCHIRAPPALLI, 620 007,
   INDIA
SN 0973-1598
EI 2321-2012
J9 SMART-J BUS MANAG ST
JI SMART-J. Bus. Manag. Stud.
PD JUL-DEC
PY 2017
VL 13
IS 2
BP 61
EP 72
DI 10.5958/2321-2012.2017.00015.X
PG 12
WC Management
SC Business & Economics
GA FI3AB
UT WOS:000411825400008
DA 2020-02-20
ER

PT J
AU Gil, R
   Kim, M
   Koo, I
AF Gil, Ricard
   Kim, Myongjin
   Koo, Inhyouk
TI Does Job Satisfaction Increase Sales and Customer Satisfaction? Evidence
   from Retail Banking in South Korea
SO B E JOURNAL OF ECONOMIC ANALYSIS & POLICY
LA English
DT Article
DE productivity; job satisfaction; customer satisfaction; word of mouth
ID WORK; PERFORMANCE; HAPPINESS; PRODUCTIVITY
AB This paper estimates the causal relationship between job satisfaction and worker productivity. Using personnel records from a retail bank in South Korea, we show that branch productivity is positively associated to average job satisfaction, but negatively to its standard deviation. We address endogeneity concerns using IV strategies and find that while higher job satisfaction may increase short term productivity through sales to existing customers, excessive sales to existing customers may hurt customer satisfaction and willingness to recommend in the long run. Our findings suggest that average job satisfaction and its dispersion are equally important to understand worker productivity.
C1 [Kim, Myongjin] Univ Oklahoma, Dept Econ, 308 Cate Ctr Dr, Norman, OK 73019 USA.
   [Gil, Ricard] Johns Hopkins Univ, Sch Business, Ringgold Stand Inst, Baltimore, MD USA.
   [Koo, Inhyouk] IE Business Sch, Madrid, Spain.
RP Kim, M (reprint author), Univ Oklahoma, Dept Econ, 308 Cate Ctr Dr, Norman, OK 73019 USA.
EM ricard.gil@jhu.edu; mjkim@ou.edu; ihkoo@student.ie.edu
OI Gil, Ricard/0000-0003-3627-0988
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NR 26
TC 0
Z9 0
U1 3
U2 21
PU WALTER DE GRUYTER GMBH
PI BERLIN
PA GENTHINER STRASSE 13, D-10785 BERLIN, GERMANY
SN 1935-1682
J9 BE J ECON ANAL POLI
JI B E J. Econ. Anal. Policy
PD JUL
PY 2017
VL 17
IS 3
AR 20160208
DI 10.1515/bejeap-2016-0208
PG 18
WC Economics
SC Business & Economics
GA FC2FH
UT WOS:000406652200002
DA 2020-02-20
ER

PT J
AU Taylor, J
   Magee, G
AF Taylor, Judy
   Magee, Gary
TI In the Aftermath: Consumer Choice and the Deregulation of Australian
   Retail Banking, 1988-1993
SO AUSTRALIAN ECONOMIC HISTORY REVIEW
LA English
DT Article
DE Australia; banking; consumer; deregulation
AB This article explores whether deregulation of the Australian retail banking sector in the 1980s delivered the enhanced consumer choice that had been promised. Using new data on banking products and their usage, it analyses consumers' ability to select optimal frontier' products. It concludes that following deregulation of retail banking, product offerings underwent such tumultuous change that the scope for effective consumer choice was severely constrained. While there were improvements towards the end of the period, progress was not assisted by the banks' strategy of proliferating and re-bundling products. Consequently, the anticipated improvements to consumer choice were slow to arrive.
C1 [Taylor, Judy; Magee, Gary] Monash Univ, Clayton, Vic, Australia.
RP Magee, G (reprint author), Monash Univ, Clayton, Vic, Australia.
EM gary.magee@monash.edu
OI Magee, Gary/0000-0002-2793-8790
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NR 27
TC 0
Z9 0
U1 0
U2 1
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0004-8992
EI 1467-8446
J9 AUST ECON HIST REV
JI Aust. Econ. Hist. Rev.
PD JUL
PY 2017
VL 57
IS 2
BP 134
EP 157
DI 10.1111/aehr.12081
PG 24
WC Economics; History Of Social Sciences
SC Business & Economics; Social Sciences - Other Topics
GA EZ6AG
UT WOS:000404800200001
DA 2020-02-20
ER

PT J
AU Reydet, S
   Carsana, L
AF Reydet, Sabine
   Carsana, Laurence
TI The effect of digital design in retail banking on customers' commitment
   and loyalty: The mediating role of positive affect
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Affect; Bank retail; Digital design; Commitment; Loyalty
ID STORE ENVIRONMENT; SATISFACTION; EXPERIENCE; SERVICES; IMPACT; BEHAVIOR;
   QUALITY; INVOLVEMENT; CHANNELS; INSIGHTS
AB Facing an exodus of customers, some banks want to propose a new customer experience in their branches, notably with digital proposals to enhance positive affective reactions. This article studies the influence of digital design factors and the mediating effect of positive affect on two important relationship marketing outcomes: customer commitment and loyalty. This approach is quite innovative because research on the impact of atmospheric factors, and especially design cues, is quite unusual in retail banking sector. The results show that digital factors have a direct effect on positive affect but no direct influence on attitudinal loyalty or commitment. Positive affect has a mediating role between digital displays and these outcomes.
C1 [Reydet, Sabine; Carsana, Laurence] Univ Grenoble Alpes, IAE, CERAG, F-38000 Grenoble, France.
   [Carsana, Laurence] 7 Allee Andre Charras, F-26120 Chabeuil, France.
RP Reydet, S (reprint author), 18 Rue Genets, F-26540 Mours St Eusebe, France.
EM sabine.reydet@iut-valence.fr; laurence.carsana@univ-grenoble-alpes.fr
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NR 65
TC 5
Z9 5
U1 4
U2 31
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD JUL
PY 2017
VL 37
BP 132
EP 138
DI 10.1016/j.jretconser.2017.04.003
PG 7
WC Business
SC Business & Economics
GA FG8KY
UT WOS:000410681300014
DA 2020-02-20
ER

PT J
AU Anjum, MN
   Bi, XC
   Abbas, J
   Zhang, SG
AF Anjum, Muhammad Naeem
   Bi Xiuchun
   Abbas, Jaffar
   Zhang Shuguang
TI Analyzing predictors of customer satisfaction and assessment of retail
   banking problems in Pakistan
SO COGENT BUSINESS & MANAGEMENT
LA English
DT Article
DE customer satisfaction; service; quality; bank services; assessment;
   retail banking; Pakistan
ID FINANCIAL PERFORMANCE; SERVICE QUALITY; LOYALTY; EFFICIENCY;
   PROFITABILITY; SEGMENTATION; CRITERIA; DELIGHT; MODELS
AB The current study has tried to explore the types of services provided by Pakistan. A total of 1,089 bank customers affiliated with eight major banks across four major cities were interviewed through specified questionnaire. The gender wise distribution is 87% males and 13% female of the interviewed, individuals; while account type-based distribution is 24% business account, 37% salary account, and 39% general account holders. Regression analysis showed that customer satisfaction was governed by multiple significant predictors which include bank staff behavior (beta=0.18, p<0.001), guidance inside bank (beta=0.04, p<0.01), variety in service products (beta=0.03, p<0.05), access to account statements (beta=0.11, p<0.001), availability of cash (beta=0.11, p<0.001) in ATM, and knowledge of bank staff (beta=0.40, p<0.001). It is concluded that the retail banking in Pakistan has enormous room to capture more customers provided that private and public sector banks should invest more in infrastructure development along with the provision of swift banking services to their customers.
C1 [Anjum, Muhammad Naeem] Univ Sargodha Sub Campus Bhakkar, Dept Business & Adm Studies, Bhakkar, Pakistan.
   [Anjum, Muhammad Naeem; Bi Xiuchun; Zhang Shuguang] Univ Sci & Technol China, Dept Stat & Finance, Sch Management, Hefei 230026, Anhui, Peoples R China.
   [Abbas, Jaffar] Donghua Univ, Glorious Sun Sch Business & Management, 1882 West Yanan Rd, Shanghai 200051, Peoples R China.
RP Anjum, MN (reprint author), Univ Sargodha Sub Campus Bhakkar, Dept Business & Adm Studies, Bhakkar, Pakistan.; Anjum, MN (reprint author), Univ Sci & Technol China, Dept Stat & Finance, Sch Management, Hefei 230026, Anhui, Peoples R China.
EM naeem_anjum@uos.edu.pk; xcbi@ustc.edu.cn; abbas.jaffar@hotmail.com;
   sgzhang@ustc.edu.cn
OI Abbas, Jaffar/0000-0002-4716-1413; Jaffar, A./0000-0003-2442-8346; A.,
   Jaffar/0000-0003-2972-5729
FU National Natural Science Foundation of ChinaNational Natural Science
   Foundation of China [11401556, 11471304, 11171321]
FX This work was supported by National Natural Science Foundation of China
   [grant numbers 11401556, 11471304, 11171321].
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NR 65
TC 2
Z9 2
U1 0
U2 17
PU TAYLOR & FRANCIS AS
PI OSLO
PA KARL JOHANS GATE 5, NO-0154 OSLO, NORWAY
SN 2331-1975
J9 COGENT BUS MANAG
JI Cogent Bus. Manag.
PD JUN 26
PY 2017
VL 4
AR 1338842
DI 10.1080/23311975.2017.1338842
PG 24
WC Business
SC Business & Economics
GA EY9ZZ
UT WOS:000404359000001
OA DOAJ Gold, Green Published
DA 2020-02-20
ER

PT J
AU Fredriksson, A
   Maresch, D
   Moro, A
AF Fredriksson, Antti
   Maresch, Daniela
   Moro, Andrea
TI Much ado about nothing? Interest and non-interest products and services:
   Their impact on small banks' margins
SO COGENT ECONOMICS & FINANCE
LA English
DT Article
DE bank profitability; product diversification; lending; small banks; small
   firms
ID LENDING RELATIONSHIPS; HOLDING COMPANIES; EUROPEAN BANKS;
   INTEREST-RATES; CREDIT; DIVERSIFICATION; DETERMINANTS; RISK; SMES;
   PERFORMANCE
AB We investigate the impact of interest and non-interest products and services on the margin a bank can derive from a specific customer. The analysis is based on 4,277 observations of relationships between small cooperative banks and small and medium-sized enterprises (SME) in Finland from 2001 to 2005. The results show that only long-term loans significantly contribute to the bank's margin, whereas short-term loans as well as other additional products and services do not affect the bank's margin, and cash management services even seem to reduce the bank's margin. The findings suggest that small cooperative banks did concentrate on their core business during the first years of this millennium, i.e. lending, instead of diversifying their activities to increase their margin. However, by taking only financial considerations into account, small cooperative banks might forget about the non-financial impacts of their decisions, which may involve a considerable loss of information about SMEs.
C1 [Fredriksson, Antti] Univ Turku, Sch Econ, Turku, Finland.
   [Maresch, Daniela] Johannes Kepler Univ Linz, Linz, Austria.
   [Moro, Andrea] Cranfield Univ, Sch Management, Cranfield, Beds, England.
RP Fredriksson, A (reprint author), Univ Turku, Sch Econ, Turku, Finland.
EM antfre@utu.fi; daniela.maresch@jku.at; andrea.moro@cranfield.ac.uk
OI Fredriksson, Antti/0000-0002-5892-4455; Maresch,
   Daniela/0000-0002-1443-2520
FU Kulttuurin ja Yhteiskunnan Tutkimuksen Toimikunta [285736]
FX This work was supported by Kulttuurin ja Yhteiskunnan Tutkimuksen
   Toimikunta [grant number 285736].
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NR 48
TC 0
Z9 0
U1 0
U2 11
PU TAYLOR & FRANCIS AS
PI OSLO
PA KARL JOHANS GATE 5, NO-0154 OSLO, NORWAY
SN 2332-2039
J9 COGENT ECON FINANC
JI Cogent Econ. Financ.
PD JUN 22
PY 2017
VL 5
IS 1
AR 1339771
DI 10.1080/23322039.2017.1339771
PG 14
WC Economics
SC Business & Economics
GA EY8MH
UT WOS:000404248500001
OA DOAJ Gold, Green Published
DA 2020-02-20
ER

PT J
AU Rajendran, RP
   Suresh, J
AF Rajendran, Ragu Prasadh
   Suresh, Jayshree
TI Customer Satisfaction Index as A Performance Evaluation Metric: A Study
   on Indian E-Banking Industry
SO INTERNATIONAL JOURNAL OF BUSINESS
LA English
DT Article
DE customer satisfaction index; e-banking; perceived quality; perceived
   value; customer complaints; customer loyalty
ID CONSUMER PERCEPTIONS; SERVICE; QUALITY; LOYALTY; MODEL; CONSEQUENCES;
   EXPECTATIONS; EFFICIENCY
AB With India transforming into a more service and customer oriented economy, there is a need to augment the conventional financial measures with customer based metrics. Customer Satisfaction Index (CSI) is one such solution, which is a customer-based satisfaction benchmarking system and a standard metric widely implemented in the United States and Europe. The objective of this study was to apply the CSI as a performance evaluation metric in the Indian e-banking context. In the present study, the Customer Satisfaction Index for E-Banking (CSI-EB) model was developed with indigenous measurement scales which were derived by applying focus group technique and the model was then validated using the structural equation modelling (SEM) technique. The results showed perceived quality and perceived value as the antecedents of customer satisfaction; while customer complaints and customer loyalty as its consequences. The CSI-EB score computed was 70.7 indicating that the respondents were fairly satisfied with the e-banking services.
C1 [Rajendran, Ragu Prasadh] SRM Univ, Sch Management, Kancheepuram 603203, India.
   [Suresh, Jayshree] Hand Acad Social Entrepreneurship, Kaliyanur 631601, Kancheepuram, India.
RP Rajendran, RP (reprint author), SRM Univ, Sch Management, Kancheepuram 603203, India.
EM raguprasadh_rajendran@srmuniv.edu.in; jayshreesuresh@gmail.com
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NR 69
TC 0
Z9 0
U1 0
U2 4
PU PREMIER PUBLISHING, INC
PI FRESNO
PA PO BOX 27647, FRESNO, CA 93729 USA
SN 1083-4346
J9 INT J BUS
JI Int. J. Bus.
PD SUM
PY 2017
VL 22
IS 3
BP 251
EP 274
PG 24
WC Business
SC Business & Economics
GA FU5YA
UT WOS:000423927700004
DA 2020-02-20
ER

PT J
AU Ismail, LB
   Alawamleh, M
AF Ismail, Loiy Bani
   Alawamleh, Mohammad
TI The Impact of Online Banking of Customer Satisfaction in Jordan
SO JOURNAL OF ORGANISATIONAL STUDIES AND INNOVATION
LA English
DT Article
DE Online banking; Jordanian banks; Customer satisfaction; e-banking
AB Electronic communications and e-commerce have revolutionized the banking industry both in internal operations and in dealing with customers, and modern customers in developed countries have high expectations of service quality provided from banks to meet their satisfaction; however, many people resist such change and remain rooted in traditional high-street banking formats, particularly in developing countries. This paper uses a quantitative questionnaire and interviews to explore customers' perspectives on the e-banking system in Jordan, defining e-banking terminology and its functions and the advantages and limitations of e-banking applications to explore the impact of e-banking on traditional services. It finds that e-banking adoption had a positive effect on Jordanian banks and customers' satisfaction rates, loyalty and incredibly positive word of mouth for the banks. The paper also identifies factors that determined customers' satisfaction with internet banking. Based on the findings some recommendations are given to increase e-banking adoption in Jordan.
C1 [Ismail, Loiy Bani; Alawamleh, Mohammad] Amer Univ Madaba, Dept Business Adm, Madaba, Jordan.
RP Alawamleh, M (reprint author), Amer Univ Madaba, Dept Business Adm, Madaba, Jordan.
RI Ismail, Loiy Bani/S-5092-2019; alawamleh, mohammad/J-6694-2016
OI alawamleh, mohammad/0000-0001-6261-9253
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NR 33
TC 0
Z9 0
U1 0
U2 3
PU MANAGEMENT & BUSINESS ACAD
PI HARROW
PA MANAGEMENT & BUSINESS ACAD, HARROW, MIDDLESEX 00000, ENGLAND
SN 2056-9122
EI 2056-9130
J9 J ORGAN STUD INNOV
JI J. Organ. Stud. Innov.
PD SUM
PY 2017
VL 4
IS 2
BP 1
EP 13
PG 13
WC Management
SC Business & Economics
GA FO1LJ
UT WOS:000416522100001
DA 2020-02-20
ER

PT J
AU Ozkan-Tektas, O
   Basgoze, P
AF Ozkan-Tektas, Oznur
   Basgoze, Pinar
TI Pre-recovery emotions and satisfaction: A moderated mediation model of
   service recovery and reputation in the banking sector
SO EUROPEAN MANAGEMENT JOURNAL
LA English
DT Article
DE Pre-recovery emotions; Perceived justice; Service recovery satisfaction;
   Firm reputation; Banking sector
ID PERCEIVED JUSTICE; FIRM REPUTATION; RESPONSES; PERCEPTIONS; INTENTIONS;
   FAILURES; CONTEXT
AB This study examines the mediating role of service recovery judgments between pre-recovery emotions and post-recovery satisfaction, and investigates the role of firm reputation in this mediation context. Using a moderated mediation framework, the authors test the model with data from 366 customers who experienced a banking service failure and complained to a third party. The results show that distributive, procedural, and interactional justice dimensions mediate the relationship between pre-recovery emotions and satisfaction. Firm reputation moderates the relationship between emotions and satisfaction via distributive and interactional justice, but not via procedural justice. This study provides evidence for the notion that pre-recovery emotion is an antecedent of service recovery process and firm reputation plays an essential role in this process. (C) 2016 Elsevier Ltd. All rights reserved.
C1 [Ozkan-Tektas, Oznur; Basgoze, Pinar] Hacettepe Univ, Dept Business Adm, Ankara, Turkey.
RP Basgoze, P (reprint author), Hacettepe Univ, Isletme Bolumu, Beytepe Kampusu, Ankara, Turkey.
EM pinaran@hacettepe.edu.tr
RI BASGOZE, PINAR/I-8474-2013; BASGOZE, PINAR/AAC-3807-2019
OI BASGOZE, PINAR/0000-0003-4597-5752
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NR 50
TC 7
Z9 7
U1 4
U2 33
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0263-2373
EI 1873-5681
J9 EUR MANAG J
JI Eur. Manag. J.
PD JUN
PY 2017
VL 35
IS 3
BP 388
EP 395
DI 10.1016/j.emj.2016.06.010
PG 8
WC Business; Management
SC Business & Economics
GA EW2SZ
UT WOS:000402347600011
DA 2020-02-20
ER

PT J
AU Kaffash, S
   Marra, M
AF Kaffash, Sepideh
   Marra, Marianna
TI Data envelopment analysis in financial services: a citations network
   analysis of banks, insurance companies and money market funds
SO ANNALS OF OPERATIONS RESEARCH
LA English
DT Article
DE Data envelopment analysis; Financial services; Literature survey;
   Citation analysis; Main path analysis
ID MUTUAL FUNDS; EFFICIENCY MEASUREMENT; TECHNICAL EFFICIENCY;
   PERFORMANCE-MEASUREMENT; PORTFOLIO EFFICIENCY; AUSTRALIAN BANKING;
   BRANCH EFFICIENCY; ANALYSIS MODELS; DEA MODELS; KNOWLEDGE
AB Development and application of the data envelopment analysis (DEA) method, have been the subject of numerous reviews. In this paper, we consider the papers that apply DEA methods specifically to financial services, or which use financial services data to experiment with a newly introduced DEA model. We examine 620 papers published in journals indexed in the Web of Science database, from 1985 to April 2016. We analyse the sample applying citations network analysis. This paper investigates the DEA method and its applications in financial services. We analyse the diffusion of DEA in three sub-samples: (1) banking groups, (2) money market funds, and (3) insurance groups by identifying the main paths, that is, the main flows of the ideas underlying each area of research. This allows us to highlight the main approaches, models and efficiency types used in each research areas. No unique methodological preference emerges within these areas. Innovations in the DEA methodologies (network models, slacks based models, directional distance models and Nash bargaining game) clearly dominate recent research. For each subsample, we describe the geographical distribution of these studies, and provide some basic statistics related to the most active journals and scholars.
C1 [Kaffash, Sepideh] Univ Massachusetts, Dept Accounting & Finance, 100 Morrissey Blvd, Boston, MA 02125 USA.
   [Kaffash, Sepideh] Univ Massachusetts, Dept Management Sci & Informat Syst, 100 Morrissey Blvd, Boston, MA 02125 USA.
   [Marra, Marianna] Essex Univ, Essex Business Sch, Dept Management Sci & Entrepreneurship, Southend On Sea, Essex, England.
RP Marra, M (reprint author), Essex Univ, Essex Business Sch, Dept Management Sci & Entrepreneurship, Southend On Sea, Essex, England.
EM mmarra@essex.ac.uk
RI Marra, Marianna/S-5713-2019
OI Marra, Marianna/0000-0001-5764-1202
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NR 110
TC 7
Z9 8
U1 1
U2 1
PU SPRINGER
PI DORDRECHT
PA VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT, NETHERLANDS
SN 0254-5330
EI 1572-9338
J9 ANN OPER RES
JI Ann. Oper. Res.
PD JUN
PY 2017
VL 253
IS 1
BP 307
EP 344
DI 10.1007/s10479-016-2294-1
PG 38
WC Operations Research & Management Science
SC Operations Research & Management Science
GA EV9SZ
UT WOS:000402127000014
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Abdullrahim, N
   Robson, J
AF Abdullrahim, Najat
   Robson, Julie
TI The importance of service quality in British Muslim's choice of an
   Islamic or non-Islamic bank account
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE SERVQUAL; CARTER; Service quality; Islamic banking; British Muslims
ID CUSTOMER SATISFACTION; CONSUMER; MODEL
AB Using an extended SERVQUAL model, this study identifies and compares the importance of service quality to Muslim consumers with an Islamic or non-Islamic bank account in a non-Muslim country, Britain. Eight group discussions and a survey of 300 Muslims were conducted. Five dimensions of service quality were identified, i.e. responsiveness, credibility, Islamic tangibles, accessibility and reputation. These differ in structure and content from the original SERVQUAL developed in a western context and the subsequent CARTER model constructed in a Muslim country. In addition, significant differences were found in the importance of items between Islamic bank account and non-Islamic bank account holders. This study is one of the first to identify and compare the importance of service quality between Islamic and non-Islamic bank account holders in a western non-Muslim country. The results advance our understanding of the impact of culture on SERVQUAL. The study provides insight into Muslims' bank choice and helps bank managers of both Islamic and non-Islamic banks to focus their attention on the service quality dimensions that matter most to Muslim customers.
C1 [Abdullrahim, Najat; Robson, Julie] Bournemouth Univ, Fac Management, Execut Business Ctr, 89 Holdenhurst Rd, Bournemouth BH8 8EB, Dorset, England.
RP Robson, J (reprint author), Bournemouth Univ, Fac Management, Execut Business Ctr, 89 Holdenhurst Rd, Bournemouth BH8 8EB, Dorset, England.
EM abdullrahimn@bournemouth.ac.uk; Jrobson@bournemouth.ac.uk
RI Robson, Julie/V-8857-2019; Aguilar Solis, Ana Laura/N-5997-2017
OI Robson, Julie/0000-0003-1966-6470; Aguilar Solis, Ana
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NR 60
TC 3
Z9 3
U1 1
U2 14
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD JUN
PY 2017
VL 22
IS 2
SI SI
BP 54
EP 63
DI 10.1057/s41264-017-0025-6
PG 10
WC Business
SC Business & Economics
GA EV2SV
UT WOS:000401606300003
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Scott, SV
   Van Reenen, J
   Zachariadis, M
AF Scott, Susan V.
   Van Reenen, John
   Zachariadis, Markos
TI The long-term effect of digital innovation on bank performance: An
   empirical study of SWIFT adoption in financial services
SO RESEARCH POLICY
LA English
DT Article
DE Technology adoption; Bank performance; Financial services; Network
   innovation; SWIFT
ID FIRM-LEVEL EVIDENCE; INFORMATION-TECHNOLOGY; ECONOMIC-PERFORMANCE; SMALL
   BUSINESSES; PRODUCTIVITY; PROFITABILITY; SYSTEMS; MODEL; TRANSFORMATION;
   EXTERNALITIES
AB We examine the impact on bank performance of the adoption of SWIFT, a network-based technological infrastructure and set of standards for worldwide interbank telecommunication. We construct a new longitudinal dataset of 6848 banks in 29 countries in Europe and the Americas with the full history of adoption since SWIFT's initial operations in 1977. Our results suggest that the adoption of SWIFT (i) has large effects on profitability in the long-term; (ii) these profitability effects are greater for small than for large banks; and (iii) exhibits significant network effects on performance. We use an in-depth field study to better understand the mechanisms underlying the effects on profitability. (C) 2017 Elsevier B.V. All rights reserved.
C1 [Scott, Susan V.] London Sch Econ & Polit Sci, Dept Management, Informat Syst & Innovat Grp, Houghton St, London WC2A 2AE, England.
   [Van Reenen, John] MIT, Sloan Sch Management, 77 Massachusetts Ave, Cambridge, MA 02139 USA.
   [Van Reenen, John] MIT, Dept Econ, CEP, NBER,CEPR, 77 Massachusetts Ave, Cambridge, MA 02139 USA.
   [Zachariadis, Markos] Univ Warwick, Warwick Business Sch, Informat Syst & Management Grp, Scarman Rd, Coventry CV4 7AL, W Midlands, England.
RP Zachariadis, M (reprint author), Univ Warwick, Warwick Business Sch, Informat Syst & Management Grp, Scarman Rd, Coventry CV4 7AL, W Midlands, England.
EM markos.zachariadis@wbs.ac.uk
RI Van Reenen, John/AAG-9587-2019
FU Economic and Social Research Council (ESRC) through the Centre for
   Economic Performance at the London School of Economics & Political
   Science
FX We would like to thank Peter Ware from The SWIFT Institute for supplying
   the adoption data and for many insights. The views here do not in any
   way reflect the views of SWIFT and no financial support was received
   from SWIFT for this study. The Economic and Social Research Council
   (ESRC) has provided financial support through the Centre for Economic
   Performance at the London School of Economics & Political Science.
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NR 95
TC 5
Z9 5
U1 12
U2 75
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0048-7333
EI 1873-7625
J9 RES POLICY
JI Res. Policy
PD JUN
PY 2017
VL 46
IS 5
BP 984
EP 1004
DI 10.1016/j.respol.2017.03.010
PG 21
WC Management
SC Business & Economics
GA FB1CU
UT WOS:000405882100009
OA Green Accepted, Green Published
DA 2020-02-20
ER

PT J
AU Prasad, EH
   Prasad, GVB
AF Prasad, E. Hari
   Prasad, G. V. Bhavani
TI Service Quality and Customers' Satisfaction in HDFC Bank (A Study of
   Selected Private Rural Banks in Karimnagar District of Telangana State)
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Rural Banks; Regional Rural Banks; Service Quality; Service quality
   gaps; Expectations and Perceptions
AB In the present competitive economy banking sector has been facing dynamic challenges in concerning both customer base and performance. The indispensable competitive strategic role of this sector is vital one in managing the customers. Providing service quality is highly significant function of service industry in today's competitive environment. Service quality is the excellent strategy and plays a key role in service sector in general and banking sector in particular to satisfy the customers' needs and retain them. The present study aims at assessing the service quality that delivered by the banks in rural areas, using SERVQUAL model.
C1 [Prasad, E. Hari] Vaageswari Coll Engn, Dept Business Management, Karimnagar, Telangana, India.
   [Prasad, G. V. Bhavani] Kakatiya Univ, Dept Business Commerce & Business Management, Warangal, Telangana, India.
RP Prasad, EH (reprint author), Vaageswari Coll Engn, Dept Business Management, Karimnagar, Telangana, India.
CR Bhatia M. B., INT J SCI RES PUBLIC, V2, P1
   Desta T. S., 2011, INT J RES COMMERCE M, V2, P26
   Dhandabani S., 2010, INT J MANAGEMENT STR, V1, P1
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NR 13
TC 0
Z9 0
U1 0
U2 1
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD MAY
PY 2017
VL 9
IS 11
BP 55
EP 66
PG 12
WC Business
SC Business & Economics
GA FY4FF
UT WOS:000426776900008
DA 2020-02-20
ER

PT J
AU Iacovoiu, V
   Stancu, A
AF Iacovoiu, Viorela
   Stancu, Adrian
TI COMPETITION AND CONSUMER PROTECTION IN THE ROMANIAN BANKING SECTOR
SO AMFITEATRU ECONOMIC
LA English
DT Article
DE competition; consumer protection; banking sector; Herfindahl-Hirschman
   Index; client mobility; complaint; Spearman's correlation coefficient
ID FINANCIAL LITERACY
AB This study highlights the relationship between the competitive environment in the domestic banking sector and the protection of consumers' rights and interests. The research is focused on three areas: analysis of the competitive environment, based on detailed analysis of the degree of concentration, the average interest rate spread on loans and deposits, and clients' mobility; analysis of the distribution and causes of the complaints made by consumers of banking products and services; the correlation between the bank's market share and the number of complaints registered by it, using the ranks difference correlation nonparametric Spearman's test.
   The results of the analysis highlighted a strong and direct relationship between the competitive position of the bank and the number of the complaints it registered, proving that the competitive environment in the banking sector does not ensure the real protection of consumers' rights and interests.
   Considering the results of the research, we proposed at the end of the study, clear and consistent measures in order to: improve the consumers' financial literacy; reduce information asymmetry and stimulate competition in the banking sector; increase consumers' trust in the financial sector; generate beneficial and sustainable effects.
C1 [Iacovoiu, Viorela; Stancu, Adrian] Petr Gas Univ Ploiesti, Ploiesti, Romania.
RP Iacovoiu, V (reprint author), Petr Gas Univ Ploiesti, Ploiesti, Romania.
EM vioiacovoiu@yahoo.com
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   Asociatia de Management al Creantelor Comerciale (AMCC), 2016, COD COND
   Atkinson A., 2012, WORKING PAPERS FINAN, V1
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   Biroul de Credit SA, 2016, BIROUL CRED SA INF R
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   Valant J, 2015, IMPROVING FINANCIAL
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NR 26
TC 1
Z9 1
U1 0
U2 1
PU EDITURA ASE
PI BUCURESTI
PA PIATA ROMANA, NR 6, SECTOR 1, BUCURESTI, 701731, ROMANIA
SN 1582-9146
EI 2247-9104
J9 AMFITEATRU ECON
JI Amfiteatru Econ.
PD MAY
PY 2017
VL 19
IS 45
BP 381
EP 396
PG 16
WC Business; Economics; Management
SC Business & Economics
GA EZ2EY
UT WOS:000404523800005
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Goodstein, RM
   Rhine, SLW
AF Goodstein, Ryan M.
   Rhine, Sherrie L. W.
TI The effects of bank and nonbank provider locations on household use of
   financial transaction services
SO JOURNAL OF BANKING & FINANCE
LA English
DT Article
DE Household finance; Financial decision-making; Banking industry;
   Alternative financial services providers
ID FRINGE BANKING
AB We examine the influence that geographic proximity to bank branches and nonbank financial providers has on use of financial transaction services among U.S. households. We specify a bivariate probit model of bank account ownership and nonbank transaction product use to reflect the joint nature of these choices, and estimate the model on a large, nationally representative dataset. Our results indicate that households with reasonable geographic access to bank branches are more likely to have a bank account and less likely to use nonbank transaction products. The influence of bank and nonbank provider locations is fairly modest overall, although effects are bigger for households that are more likely to be on the margin of bank account ownership. Even among such households, however, the effects of bank and nonbank provider locations on financial transaction services use are not as large as those associated with key household-level attributes, such as income, education, or race. Published by Elsevier B.V.
C1 [Goodstein, Ryan M.; Rhine, Sherrie L. W.] Fed Deposit Insurance Corp, Div Depositor & Consumer Protect, Washington, DC 20429 USA.
RP Goodstein, RM (reprint author), Fed Deposit Insurance Corp, Div Depositor & Consumer Protect, Washington, DC 20429 USA.
EM rgoodstein@fdic.gov; srhine@fdic.gov
CR Amel D. F., 2008, FEDERAL RESERVE BOAR
   Apgar W.C., 2004, SUBPRIME LENDING ALT
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   Rhine SLW, 2013, J CONSUM AFF, V47, P27, DOI 10.1111/j.1745-6606.2012.01244.x
   Rhine SLW, 2006, REV ECON STAT, V88, P146, DOI 10.1162/rest.2006.88.1.146
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NR 34
TC 6
Z9 6
U1 2
U2 11
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0378-4266
EI 1872-6372
J9 J BANK FINANC
JI J. Bank Financ.
PD MAY
PY 2017
VL 78
BP 91
EP 107
DI 10.1016/j.jbankfin.2017.01.016
PG 17
WC Business, Finance; Economics
SC Business & Economics
GA ES6AV
UT WOS:000399629300007
DA 2020-02-20
ER

PT J
AU Jovovic, M
   Femic-Radosavovic, B
   Lipovina-Bozovic, M
AF Jovovic, Milorad
   Femic-Radosavovic, Bojana
   Lipovina-Bozovic, Milena
TI Comparative Analysis of Results of Online and Offline Customer
   Satisfaction & Loyalty Surveys in Banking Services in Montenegro
SO JOURNAL OF CENTRAL BANKING THEORY AND PRACTICE
LA English
DT Article
DE Customer satisfaction; loyalty; services; banking; online vs offline
   research
ID SWITCHING COSTS; QUALITY; ANTECEDENTS
AB The logic that customer satisfaction is the starting point of marketing and business activities is based on the assumption that customer satisfaction leads to customer loyalty, keeping in mind all of the positive effects that customer loyalty has on business success of an organization. Because of this, marketing and management theory and practice dedicate particular attention to the concepts of customer satisfaction and loyalty. In this paper we will use the surveys of customers of banking services not only to show the levels of their satisfaction and loyalty, but also to make a comparative analysis of data obtained through online and offline research. This approach was made possible because the research was carried out on a sample which was divided in two groups. All of the participants answered the questions from a unique questionnaire, however, one group took the survey via the Internet (online) while data from the other group of participants was collected in the field by using printed questionnaires (offline). The findings of the comparative analysis of online and offline survey results are presented in the final part of the paper.
C1 [Jovovic, Milorad; Femic-Radosavovic, Bojana; Lipovina-Bozovic, Milena] Univ Montenegro, Fac Econ Podgor, Podgorica, Montenegro.
RP Jovovic, M (reprint author), Univ Montenegro, Fac Econ Podgor, Podgorica, Montenegro.
EM miskojovovic@gmail.com; bojana.femic@gmail.com;
   mlipovina.bozovic@googlemail.com
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NR 26
TC 1
Z9 1
U1 1
U2 2
PU DE GRUYTER POLAND SP ZOO
PI WARSAW
PA BOGUMILA ZUGA 32A STR., 01-811 WARSAW, POLAND
SN 1800-9581
EI 2336-9205
J9 J CENT BANK THEOR PR
JI J. Cent. Bank Theor. Pract.
PD MAY
PY 2017
VL 6
IS 2
BP 65
EP 76
DI 10.1515/jcbtp-2017-0013
PG 12
WC Business, Finance
SC Business & Economics
GA GZ9UZ
UT WOS:000449849300004
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Sharma, B
AF Sharma, Bhavna
TI Measurement of Service Quality Gaps in Indian Banking Industry
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Banking; Service Quality Dimensions; Service Quality; Gap Model;
   SERVQUAL; SERVPREF
AB The paper attempts to measure service quality provided by Indian commercial banks to their customers. The measurement of gap is computed in major dimensions of service quality which are identified on the basis of responses of customers with the help of factor analysis. These major dimensions are pre-sale services, product features, office services, behavioural responses and after sale services. It is found that the gap in post sale services is highest followed by office services and in pre sale service the gap is minimum. It is very dangerous for the banks in building their brand image. It is also found that the scores of expectations and perceptions of bankers' are lower in comparison of borrowers' scores. It means bankers are not able to understand the borrowers' level of expectations and perceptions, which create other gaps in service design and even delivery.
C1 [Sharma, Bhavna] BPS Mahila Viswavidyalya, Dept Commerce, Sonipat, Haryana, India.
RP Sharma, B (reprint author), BPS Mahila Viswavidyalya, Dept Commerce, Sonipat, Haryana, India.
RI Sharma, Bhavna/AAD-2670-2020
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NR 19
TC 1
Z9 1
U1 0
U2 3
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD APR
PY 2017
VL 9
IS 10
BP 28
EP 39
PG 12
WC Business
SC Business & Economics
GA FY4EG
UT WOS:000426774100004
DA 2020-02-20
ER

PT J
AU Bashir, HA
   Naim, H
AF Bashir, Hajam Abid
   Naim, Hamza
TI Customer Satisfaction regarding E-banking Services: A Study with Special
   Reference to Kashmir
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Customer satisfaction; Electronic banking; Kashmir
ID INTERNET BANKING; QUALITY
AB This main objective of this paper is to study the impact electronic banking has on customer satisfaction and its relationship with the gender, age, qualification, occupation and income of the customers with special reference to ICICI bank in Kashmir. For this purpose, a questionnaire was designed comprising close ended and Likert-type of questions. The Likert-type questions have a 5 point scale (indicating 1 highly dissatisfied to 5 highly satisfied). The questionnaire was administered to about 200 respondents, of which 180 were received for analysis. The statistical techniques used for the analysis was the one way ANOVA. The data analysis discovered that there is a significant relationship of age, qualification, occupation and income of the customers with their satisfaction level. Study implied that majority of users of e-banking are the young, the educated, employed, and businessmen. The study recommends that measures should be put in place to ensure more security such as a setting up of encrypted software, frequent change of password etc. urther the banks should increase the awareness about e-banking technology, so that customers can get better service.
C1 [Bashir, Hajam Abid; Naim, Hamza] Aligarh Muslim Univ, Fac Management Studies & Res, Finance, Aligarh, Uttar Pradesh, India.
RP Bashir, HA (reprint author), Aligarh Muslim Univ, Fac Management Studies & Res, Finance, Aligarh, Uttar Pradesh, India.
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NR 10
TC 0
Z9 0
U1 0
U2 1
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD APR
PY 2017
VL 9
IS 10
BP 74
EP 80
PG 7
WC Business
SC Business & Economics
GA FY4EG
UT WOS:000426774100009
DA 2020-02-20
ER

PT J
AU Ghosh, M
   Ghosh, R
AF Ghosh, Meghdoot
   Ghosh, Rituparna
TI Study on the effect of Service Quality on Customer Perception in Private
   Sector Banks in West Bengal - A SERVQUAL based approach
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Banking Sector; GAP Model; SERVQUAL; Perceived Value; Expected Value;
   Customer satisfaction
AB The quality of the service has a significant impact on any organization's market performance and subsequently, economic performance. Service Providers are under constant pressure to elaborate that their services are customer-oriented and that continuous performance improvement is being delivered. Given the financial and other resource constraints under which any organizations must manage, it is essential that the customer expectations are properly understood and measured and that, from the customers 'perspective, any gaps in service quality are identified. Measuring Service Quality becomes indispensable for any service organization to monitor and control the quality of service delivery and enjoy competitive advantage. This study aims to estimate the gaps in service quality in banking sector by applying the SERVQUAL framework.
C1 [Ghosh, Meghdoot; Ghosh, Rituparna] Inst Management Study, Kolkata, India.
RP Ghosh, M (reprint author), Inst Management Study, Kolkata, India.
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NR 12
TC 0
Z9 0
U1 0
U2 2
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD APR
PY 2017
VL 9
IS 10
BP 112
EP 119
PG 8
WC Business
SC Business & Economics
GA FY4EG
UT WOS:000426774100013
DA 2020-02-20
ER

PT J
AU Mandal, K
   Banerjee, S
AF Mandal, Kaushik
   Banerjee, Sujata
TI An Empirical Comparison between Societal Expenditure and Marketing
   Expenditure on Bank's Performance
SO GLOBAL BUSINESS REVIEW
LA English
DT Article
DE Societal investment; marketing expenditure; bank's performance; PAT;
   profit elasticity; Cobb-Douglas form; non-parametric test
ID CORPORATE SOCIAL-RESPONSIBILITY; FINANCIAL PERFORMANCE; COMMERCIAL
   BREAKS; RESPONSES; DETERMINANTS; AVOIDANCE; COMPANY
AB Marketing expenditure plays a crucial role in determining performance since promotion mix generates market shares and revenues for the brands. But, nowadays, the impact of promotional expenditure is appeared to be non-responsive to influence the revenue and profitability as the consumers are now having ample scopes of escaping advertisement. Moreover consumers prefer the products that are associated with some social cause. Hence the purpose of this paper is to compare the impact of societal and marketing expenditure on profitability. To attain the purpose, we have employed empirical results of various Indian banks by developing a model using profit after tax (PAT), societal and marketing expenses. In particular, we have considered log-linear model as it fits better for all the banks when compared with the linear model. Further, we have compared the profit elasticity between societal and marketing expenses. Finally, association between the profit performance status and the comparative profit contribution at equal expenditure has been tested by employing non-parametric. chi(2) test and Cramer's V. Result proves the efficiency of 'expenditure in social concern' compared to 'Expenditure in traditional marketing tools' and hence it suggests for adopting alternative route, that is, societal means of promotion for better customer connect.
C1 [Mandal, Kaushik] NIT, Mahatma Gandhi Ave, Durgapur 713209, W Bengal, India.
   [Banerjee, Sujata] NIT, Dept Management Studies, Mahatma Gandhi Ave, Durgapur, W Bengal, India.
RP Mandal, K (reprint author), NIT, Mahatma Gandhi Ave, Durgapur 713209, W Bengal, India.
EM kaushikmandal.nit@gmail.com
FU University Grants Commission (UGC), IndiaUniversity Grants Commission,
   India
FX The authors wish to thank University Grants Commission (UGC), India for
   awarding fellowship for full time research support to Ms Sujata
   Banerjee. The authors are also grateful to the anonymous referees of the
   journal for their extremely useful suggestions to improve the quality of
   the article.
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NR 48
TC 1
Z9 1
U1 0
U2 3
PU SAGE PUBLICATIONS LTD
PI LONDON
PA 1 OLIVERS YARD, 55 CITY ROAD, LONDON EC1Y 1SP, ENGLAND
SN 0972-1509
EI 0973-0664
J9 GLOB BUS REV
JI Glob. Bus. Rev.
PD APR
PY 2017
VL 18
IS 2
BP 509
EP 523
DI 10.1177/0972150916668695
PG 15
WC Business
SC Business & Economics
GA FV5FM
UT WOS:000424603900015
DA 2020-02-20
ER

PT J
AU Eid, R
   Abdelkader, AA
AF Eid, Riyad
   Abdelkader, Ali Ahmed
TI Customer Orientation Implementation Constructs in the Banking Sector: A
   Theoretical Construct Development and its Empirical Validation
SO INTERNATIONAL JOURNAL OF ONLINE MARKETING
LA English
DT Article
DE Banks; Customer Orientation; Scale Development; Service Quality
ID PERCEIVED VALUE; RELATIONSHIP MANAGEMENT; MARKET ORIENTATION;
   DEVELOPING-ECONOMIES; SERVICE QUALITY; CRM; LOYALTY; SATISFACTION;
   ADOPTION; IMPACT
AB To date, customer orientation (CO) implementation constructs have not been systematically investigated. Existing studies have derived their constructs from different perspectives. However, the literature lacks scientifically developed and tested constructs that make an integrative CO philosophy. Through a detailed analysis of the literature as well as adding new factors, this research identifies 8 constructs for integrated CO implementation. The importance of the proposed constructs was theoretically discussed and justified. Using a sample of 202 banks, the constructs are then tested and validated. The overall results from the empirical assessment were positive, thus reflecting the appropriateness of the proposed constructs. This study provides new theoretical grounds for studying the CO. It also supplies banks with a number of operative factors that may be essential if they are to remain competitive in the dynamic marketplace. It gives valuable information, which hopefully will help this business sector to implement CO.
C1 [Eid, Riyad] United Arab Emirates Univ, Coll Business & Econ, Al Ain, U Arab Emirates.
   [Eid, Riyad] Tanta Univ, Fac Commerce, Tanta, Egypt.
   [Abdelkader, Ali Ahmed] Kafrelsheikh Univ, Kafr Al Sheikh, Egypt.
RP Eid, R (reprint author), United Arab Emirates Univ, Coll Business & Econ, Al Ain, U Arab Emirates.; Eid, R (reprint author), Tanta Univ, Fac Commerce, Tanta, Egypt.
OI Eid, Riyad/0000-0002-5900-2225
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NR 95
TC 0
Z9 0
U1 0
U2 1
PU IGI GLOBAL
PI HERSHEY
PA 701 E CHOCOLATE AVE, STE 200, HERSHEY, PA 17033-1240 USA
SN 2156-1753
EI 2156-1745
J9 INT J ONLINE MARKET
JI Int. J. Online Market
PD APR-JUN
PY 2017
VL 7
IS 2
BP 1
EP 22
DI 10.4018/IJOM.2017040101
PG 22
WC Business
SC Business & Economics
GA GT0OO
UT WOS:000444144600001
DA 2020-02-20
ER

PT J
AU Ladipo, PKA
   Awoniyi, MA
   Arebi, IT
AF Ladipo, Patric Kunle Ade
   Awoniyi, Mufutau Akanbi
   Arebi, Ismail Tubosun
TI The Influence of Marketing Intelligence on Business Competitive
   Advantage (A Study of Diamond Bank Plc)
SO JOURNAL OF COMPETITIVENESS
LA English
DT Article
DE Marketing Intelligence; Business Competitive Advantage; Internal
   Records; Competitor's Sales Data; Marketplace Opportunity; Competitors'
   Threats; Competitors' Risks
ID RESOURCE-BASED VIEW
AB This study investigates the influence of Marketing Intelligence on Business Competitive Advantage: A study of Diamond Bank Plc, Nigeria. Five objectives were identified and translated into five research questions which aptly answered by subjecting them to a test of hypotheses. A Descriptive research was used to survey 292 members of the staff of Diamond Bank in Lagos, Central Regional branches and head office. Out of which 285 responses were obtained, while 6 responses were destroyed because they were not properly filled. Also, data was collected through a self-administered questionnaire, as Pearson correlation, T-test and Regression were used to test the hypotheses statements. However, the result of the findings revealed that marketing intelligence sub-constructs such as internal records, competitor's sales data, marketplace opportunity, competitors' threats and competitors' risks have significant and positive influence on business competitive advantage. Thus, it can be concluded that marketing intelligence as sensitive information has enabled the bank to successfully acquire more profit, expand the branch network all over the country, perform better than its rivals in the market and increase its business competitive advantage.
C1 [Ladipo, Patric Kunle Ade; Arebi, Ismail Tubosun] Univ Lagos, Dept Business Adm, Lagos, Nigeria.
   [Awoniyi, Mufutau Akanbi] Lagos State Univ, Dept Mkt, Lagos, Nigeria.
RP Ladipo, PKA (reprint author), Univ Lagos, Dept Business Adm, Lagos, Nigeria.
EM pkaladipo@yahoo.com; mugafric2001@yahoo.com; arebi.ismail@gmail.com
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NR 24
TC 1
Z9 1
U1 2
U2 8
PU UNIV TOMASE BATI & ZLINE, FAK MANAGEMENTU EKONOMIKY
PI ZLIN
PA NAM T G MASARYKA 5555, ZLIN, 760 01, CZECH REPUBLIC
SN 1804-171X
EI 1804-1728
J9 J COMPETITIVENESS
JI J. Competitiveness
PD MAR
PY 2017
VL 9
IS 1
BP 51
EP 71
DI 10.7441/joc.2017.01.04
PG 21
WC Business; Economics; Management
SC Business & Economics
GA FI2UB
UT WOS:000411798900005
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Morrison, ER
   Uettwiller, A
AF Morrison, Edward R.
   Uettwiller, Antoine
TI Consumer Bankruptcy Pathologies
SO JOURNAL OF INSTITUTIONAL AND THEORETICAL ECONOMICS-ZEITSCHRIFT FUR DIE
   GESAMTE STAATSWISSENSCHAFT
LA English
DT Article; Proceedings Paper
CT 34th International Seminar on the New Institutional Economics
CY JUN 08-11, 2016
CL Sibiu, ROMANIA
ID LAWYERS
AB This paper questions several long-standing descriptions of consumer bankruptcy in the United States. We focus on Chapter 13, which discharges debts after consumers pay disposable income to creditors for up to five years. Many studies document pathologies, including high failure rates, racial disparities, low creditor recoveries, and attorney biases. We observe the same patterns in new data drawn from Cook County, Illinois, but show that these pathologies are central tendencies that ignore substantial heterogeneity across consumers. Several pathologies are driven by subsets of consumers; some disappear once we take account of consumer heterogeneity. We present new evidence that some pathologies reflect biases in nonbankruptcy law, not in the bankruptcy process itself. (JEL: J22, K35, D14)
C1 [Morrison, Edward R.; Uettwiller, Antoine] Columbia Law Sch, 435 W 116th St, New York, NY 10025 USA.
RP Morrison, ER (reprint author), Columbia Law Sch, 435 W 116th St, New York, NY 10025 USA.
EM erm2101@columbia.edu; au2197@columbia.edu
FU Charles Evans Gerber Transactional Studies Program Fund
FX The authors are from Columbia Law School, New York, U.S.A.; Morrison is
   the corresponding author. We are grateful for helpful comments from our
   discussants, Anthony Casey and Jasmin Gider; Arpit Gupta, Robert
   Lawless, and former bankruptcy judge Eugene Wedoff; conference
   participants in Sibiu, Romania; and workshop participants at Columbia
   Law School. We thank the National Data Center and the judges and Chapter
   13 Trustees of the Bankruptcy Court for the Northern District of
   Illinois for sharing the data used in this project, and thank
   Konstantinos Tzioumis for sharing his data on the demographic aspects of
   first names. Excellent research assistance was provided by Sungmin An,
   Harry Brett-Butcher, Albert Chang, Vincenzo Guido, Christopher Hayden,
   Owen Keiter, Soren Larson, Ziang Li, Anh Nguyen, Seyma Ozel, Cameron
   Phillips, Zhigong Shang, Miguel Suetedjo, Emma Sun, and Alexander
   Watkins-Goodman. We gratefully acknowledge financial support provided by
   the Charles Evans Gerber Transactional Studies Program Fund.
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NR 18
TC 4
Z9 4
U1 0
U2 4
PU J C B MOHR
PI TUBINGEN
PA POSTFACH 2040, W-7400 TUBINGEN, GERMANY
SN 0932-4569
EI 1614-0559
J9 J INST THEOR ECON
JI J. Inst. Theor. Econ.-Z. Gesamte Staatswiss.
PD MAR
PY 2017
VL 173
IS 1
BP 174
EP 196
DI 10.1628/093245616X14785139251585
PG 23
WC Economics
SC Business & Economics
GA EN2XR
UT WOS:000395874100020
DA 2020-02-20
ER

PT J
AU Beyhaghi, M
   Massoud, N
   Saunders, A
AF Beyhaghi, Mehdi
   Massoud, Nadia
   Saunders, Anthony
TI Why and how do banks lay off credit risk? The choice between retention,
   loan sales and credit default swaps
SO JOURNAL OF CORPORATE FINANCE
LA English
DT Article
DE Credit risk transfer; Loan sales; Credit default swaps; Financial and
   regulatory constraints
ID LENDING RELATIONSHIPS; MARKET; DERIVATIVES; INFORMATION; LIQUIDITY;
   SPREADS; COST
AB We find that banks with capital and liquidity constraints are more likely to use credit risk transfer (CRT) instruments, including the credit derivative and the secondary loan markets. Relationship lenders and lead syndicate lenders are more likely to hold loans on their balance-sheets regardless of borrowers' riskiness. Finally, we find a separating equilibrium in the CRT market: loans to ex-ante riskier borrowers are more likely to be sold and loans to safer borrowers are more likely to be hedged with CDS. We view credit derivatives and loan sales as joint choice variables in determining the hedging instrument to use. (C) 2016 Elsevier B.V. All rights reserved.
C1 [Beyhaghi, Mehdi] Univ Texas San Antonio, Coll Business, 1 UTSA Circle, San Antonio, TX 78249 USA.
   [Massoud, Nadia] Univ Melbourne, Melbourne Business Sch, 200 Leicester St, Carlton, Vic 3053, Australia.
   [Saunders, Anthony] NYU, Stern Sch Business, 44 West 4th St,Suite 9-190, New York, NY 10012 USA.
RP Saunders, A (reprint author), NYU, Stern Sch Business, 44 West 4th St,Suite 9-190, New York, NY 10012 USA.
EM mehdi.beyhaghi@utsa.edu; n.massoud@mbs.edu; asaunder@stern.nyu.edu
RI Beyhaghi, Mehdi/J-6960-2015
OI Beyhaghi, Mehdi/0000-0002-1846-8619
FU Social Sciences and Humanities Research Council (SSHRC) of Canada
   [435-2013-1821]
FX We would like to thank Markit for providing the CDS database. Massoud
   thanks the Social Sciences and Humanities Research Council (SSHRC) of
   Canada (Insight Grant 435-2013-1821) for financial support. The authors
   also thank Peter DeMarzo, Christian Eufinger, Mark Flannery, Mark
   Kamstra, Lawrence Kryzanowski, Debarshi Nandy, Silvio Petriconi, Manju
   Puri, Gordon Roberts, Zhongyan Zhu and the seminar participants at the
   2015 EuroFit Conference on Syndicated Loans at the London Business
   School, the 2015 Annual Conference of Financial Intermediation Research
   Society in Reykjavik, the Bank of Canada, the Brattle Group, Bocconi
   University, Queen's University, the U.S. Securities and Exchange
   Commission, the University of Cambridge, the University of Texas at San
   Antonio, the University of Melbourne, and York University for their
   helpful comments.
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NR 40
TC 4
Z9 4
U1 1
U2 20
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0929-1199
EI 1872-6313
J9 J CORP FINANC
JI J. Corp. Financ.
PD FEB
PY 2017
VL 42
BP 335
EP 355
DI 10.1016/j.jcorpfin.2016.12.006
PG 21
WC Business, Finance
SC Business & Economics
GA EL2SY
UT WOS:000394471500018
DA 2020-02-20
ER

PT J
AU Eriksson, K
   Fjeldstad, O
   Jonsson, S
AF Eriksson, Kent
   Fjeldstad, Oystein
   Jonsson, Sara
TI Transaction services and SME internationalization: The effect of home
   and host country bank relationships on international investment and
   growth
SO INTERNATIONAL BUSINESS REVIEW
LA English
DT Article
DE Banks; Business relationship; Internationalization; SMEs; Transaction
   organizations; Transaction services
ID INSTITUTIONAL ENVIRONMENT; BUSINESS; LEGITIMACY; NETWORKS; EMBEDDEDNESS;
   INFORMATION; PERFORMANCE; LIABILITY; ENTRY; ORGANIZATIONS
AB Building on the argument put forward by North and Wallis (1994) that the transaction sector enables economic growth by lowering the costs of transacting, we investigate how internationalizing firms' host and home country bank relationships affect their international specific investments and growth. Banks provide payment, liquidity, and risk management services, which are essential to international business relationships, yet little is known about how banks affect international business relationships. In a sample of 255 small and medium-sized enterprises (SMEs), we find that host and home country bank relationships affect the dependent variables differently. We contribute to the literature by explicating the role and effects of banks in international business relationships. Our findings have implications for understanding transaction services in international business as well as the choices made by their customers. (C) 2016 Elsevier Ltd. All rights reserved.
C1 [Eriksson, Kent; Jonsson, Sara] Royal Inst Technol KTH, Ctr Banking & Finance, Sch Architecture & Built Environm, Drottning Kristinas Vag 30, S-10044 Stockholm, Sweden.
   [Fjeldstad, Oystein] BI Norwegian Business Sch, Dept Strategy & Logist, N-0442 Oslo, Norway.
RP Jonsson, S (reprint author), Royal Inst Technol KTH, Ctr Banking & Finance, Sch Architecture & Built Environm, Drottning Kristinas Vag 30, S-10044 Stockholm, Sweden.
EM kent.eriksson@abe.kth.se; oystein.fjeldstad@bi.no;
   sara.jonsson@abe.kth.se
OI Eriksson, Kent/0000-0001-5371-1445
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NR 115
TC 4
Z9 4
U1 1
U2 66
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0969-5931
EI 1873-6149
J9 INT BUS REV
JI Int. Bus. Rev.
PD FEB
PY 2017
VL 26
IS 1
BP 130
EP 144
DI 10.1016/j.ibusrev.2016.06.001
PG 15
WC Business
SC Business & Economics
GA EG0JS
UT WOS:000390719400010
DA 2020-02-20
ER

PT J
AU Moisescu, OI
   Gica, OA
AF Moisescu, Ovidiu-Ioan
   Gica, Oana-Adriana
TI THE MODERATING INFLUENCE OF CONSUMER DEMOGRAPHICS ON THE RELATIONSHIP
   BETWEEN PERCEIVED CSR AND BRAND LOYALTY IN THE ROMANIAN RETAIL BANKING
   SECTOR
SO E & M EKONOMIE A MANAGEMENT
LA English
DT Article
DE CSR; brand loyalty; consumer demographics; retail banking
ID CORPORATE SOCIAL-RESPONSIBILITY; GREEN CONSUMER; SCALE DEVELOPMENT;
   IMPACT; ASSOCIATIONS; PERCEPTIONS; COMPANY; QUALITY; TRUST
AB The current research investigates the moderating influence of consumer demographics on the relationship between customers' perceptions of corporate social responsibility (CSR) and their corporate brand loyalty towards retail banks in Romania, a typical developing country and one of the largest countries of Central and Eastern Europe. The investigation is based on data collected within a survey conducted among a sample of 1,449 Romanian retail banking customers, based on a questionnaire including a specific set of items drawn up from the literature, intended to reflect corporate brand loyalty, as well as perceptual CSR dimensions, from a sustainable development and stakeholder-based perspective. After an exploratory factor analysis, the observed variables were grouped into several latent variables regarding perceived CSR and brand loyalty and, further on, these were included into a multiple regression model which was tested comparatively within various sample groups generated based on consumer demographics variables. The results emphasize several significant dissimilarities between gender, age, education and residence type based consumer segments in what concerns the impact of various CSR dimensions, as perceived by customers, on brand loyalty towards corporate brands in the banking sector. Thus, brand loyalty is significantly influenced by: perceived responsibility towards the environment - only in the case of female, younger and/or higher educated customers; perceived responsibility towards public authorities - only in the case of customers who are male, older, less educated and/or residing in larger cities; by perceived responsibility towards shareholders - only when for customers who are older, higher educated and/or residing in larger cities. The findings have practical implications for enhancing corporate brand loyalty in the regional retail banking sector market by outlining those CSR policies, actions and attitudes which should have priority within local banks' marketing communications.
C1 [Moisescu, Ovidiu-Ioan] Babes Bolyai Univ, Fac Econ & Business Adm, Dept Mkt, Cluj Napoca, Romania.
   [Gica, Oana-Adriana] Babes Bolyai Univ, Fac Business, Dept Hospitality Serv, Cluj Napoca, Romania.
RP Moisescu, OI (reprint author), Babes Bolyai Univ, Fac Econ & Business Adm, Dept Mkt, Cluj Napoca, Romania.
EM ovidiu.moisescu@econ.ubbcluj.ro; oana.gica@tbs.ubbcluj.ro
RI Moisescu, Ovidiu I./C-1175-2013
OI Moisescu, Ovidiu I./0000-0003-0097-5660
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NR 51
TC 0
Z9 0
U1 2
U2 13
PU TECHNICAL UNIV LIBEREC
PI LIBEREC 1
PA FAC ECONOMICS, STUDENTSKA 2, IC 46747885, LIBEREC 1, 461 17, CZECH
   REPUBLIC
SN 1212-3609
EI 2336-5064
J9 E M EKON MANAG
JI E M Ekon. Manag.
PY 2017
VL 20
IS 4
BP 187
EP 202
DI 10.15240/tul/001/2017-4-013
PG 16
WC Economics; Management
SC Business & Economics
GA FS5GL
UT WOS:000419822200013
OA Bronze, Green Published
DA 2020-02-20
ER

PT J
AU Petzer, DJ
   De Meyer-Heydenrych, CF
   Svensson, G
AF Petzer, Daniel J.
   De Meyer-Heydenrych, Christine F.
   Svensson, Goran
TI Perceived justice, service satisfaction and behavior intentions
   following service recovery efforts in a South African retail banking
   context
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Behavioural intention; Service encounter; Service satisfaction;
   Perceived justice
ID CUSTOMER SATISFACTION; EMOTIONS; QUALITY; FAILURE; PERCEPTIONS;
   FAIRNESS; IMPACT; EXPERIENCES; ENCOUNTERS; RESPONSES
AB Purpose - The interactional and distributive dimensions of perceived justice as one of its objectives are to reveal the link between perceived justice and service satisfaction (SS). The purpose of this paper is to consider the influence of the perceived justice that South African retail bank customers experience based on the service recovery efforts of these banks in response to their complaints, the customers' SS, and, consequently, the behavioral intention (BI) toward these banks.
   Design/methodology/approach - This study focuses on the perceived justice construct where a service failure has occurred followed by a customer complaint and a resultant service provider response. In total, 281 respondents completed a structured self- administered questionnaire.
   Findings - The study found that interactional and distributive justice (DJ) experienced in response to the service recovery efforts of a bank significantly and positively influence SS, and that SS in turn significantly and positively influences the BI of these customers. However, it was found that interactional and DJ had no direct effect on BI.
   Research limitations/implications - The research model tested addresses the interfaces between service receivers' perception of interactional justice, distributional justice and SS as well as the interface between SS and BI. The tested research model indicates that both are interrelated through SS.
   Practical implications - It is evident from the findings that retail banks should utilize the service encounter that follows a customer complaint as a desirable prospect to implement strategies to recover from service failures in an effort to bring about perceived justice that will ultimately influence customers' levels of SS and BI.
   Originality/value - This study makes a complementary contribution to previous studies and existing theory building a nomological framework of constructs in service encounters consisting of service receivers' perceived justice, SS and BI.
C1 [Petzer, Daniel J.; De Meyer-Heydenrych, Christine F.] Univ Johannesburg, Dept Mkt Management, Johannesburg, South Africa.
   [Svensson, Goran] Kristiania Univ Coll, Oslo, Norway.
RP Svensson, G (reprint author), Kristiania Univ Coll, Oslo, Norway.
EM goran.svensson@hh.se
FU National Research Foundation of South AfricaNational Research Foundation
   - South Africa [104662]
FX This work is based on the research supported in part (language and
   technical editing of this manuscript) by the National Research
   Foundation of South Africa (Grant Number: 104662). Any opinion, finding
   and conclusion or recommendation expressed in this material is that of
   the author(s) and the NRF does not accept any liability in this regard.
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NR 56
TC 6
Z9 6
U1 2
U2 13
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 2
BP 241
EP 253
DI 10.1108/IJBM-04-2016-0047
PG 13
WC Business
SC Business & Economics
GA ER8FP
UT WOS:000399054400005
DA 2020-02-20
ER

PT J
AU Cambra-Fierro, J
   Perez, L
   Grott, E
AF Cambra-Fierro, Jesus
   Perez, Lourdes
   Grott, Emily
TI "Towards a co-creation framework in the retail banking services
   industry: Do demographics influence?"
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Co-creation; Service-Dominant Logic (SDL); Customer satisfaction;
   Loyalty; WOM; Gender; Age
ID CUSTOMER SATISFACTION; DOMINANT LOGIC; MULTIDIMENSIONAL CONSTRUCTS;
   LOYALTY; BEHAVIOR; PARTICIPATION; INVOLVEMENT; STRATEGIES; RECOVERY;
   QUALITY
AB Although many firms profess to adopt a customer-centric approach many are yet to embrace the notion that value is not solely created within the boundaries of the firm, that it is created co-jointly with outside parties. As such, value co-creation has increasing importance in modern marketing, impulsed by Service-Dominant Logic. While co-creation is a hot-topic in the marketing literature, services marketing literature recognizes the impact of demographic characteristics in consumer behavior. However, literature analysing the effects of demographics in co-creations models is very scarce.
   Therefore, the aim of this paper is to examine a set of outcomes of co-creation (satisfaction, loyalty and WOM) from a customer perspective. More, this research also analyses the potential moderating effect of demographic characteristics such as gender and age in this co-creative framework.
   The results show that co-creation directly affects customer satisfaction, customer loyalty and WOM. Co creation also results in increased levels of customer satisfaction, which in turn mediates the effect of co-creation on customer loyalty and positive WOM. Data also reveal different patterns of behavior depending on gender and age.
   This paper contributes to the understanding of co-creation from a customer viewpoint. Firms should strive to foster co-creation initiatives as this can lead to increased levels of customer satisfaction, more loyal customers and the possibility of attracting new customers through positive WOM by current customers. Customers databases must be segmented for higher levels of marketing campaigns efficiency.
C1 [Cambra-Fierro, Jesus; Grott, Emily] Univ Pablo de Olavide, Ctra Utrera,Km 1, Seville 41013, Spain.
   [Perez, Lourdes] Toulouse Univ, Toulouse Business Sch, C Trafalgar 10, Barcelona 08010, Spain.
RP Cambra-Fierro, J (reprint author), Univ Pablo de Olavide, Ctra Utrera,Km 1, Seville 41013, Spain.
EM jjcamfie@upo.es; l.perez@tbs-education.es; egrott@upo.es
RI Cambra-Fierro, Jesus/K-8325-2014
OI Cambra-Fierro, Jesus/0000-0001-8226-6459
FU MICINN, FEDEREuropean Union (EU) [ECO2014-54760]; Gobierno de
   AragonGobierno de Aragon [S09-PM062]; Fondo Social EuropeoEuropean
   Social Fund (ESF) [S09-PM062]
FX The name of the authors appear alphabetically. Jesus Cambra-Fierro
   appreciates the financial support received from the projects
   ECO2014-54760 (MICINN, FEDER), and S09-PM062 (Gobierno de Aragon and
   Fondo Social Europeo). The authors want to show their gratitude to Prof.
   Harry Timmermans for all the comments and suggestions made to reinforce
   the quality of the paper. The authors also want to show their gratitude
   to the collaborating bank managers for helping us in defining the
   co-creation framework presented in this paper.
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NR 76
TC 13
Z9 13
U1 0
U2 21
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD JAN
PY 2017
VL 34
BP 219
EP 228
DI 10.1016/j.jretconser.2016.10.007
PG 10
WC Business
SC Business & Economics
GA EO0HP
UT WOS:000396379200024
DA 2020-02-20
ER

PT J
AU Eklof, J
   Hellstrom, K
   Malova, A
   Parmler, J
   Podkorytova, O
AF Eklof, Jan
   Hellstrom, Katerina
   Malova, Aleksandra
   Parmler, Johan
   Podkorytova, Olga
TI Customer perception measures driving financial performance: theoretical
   and empirical work for a large decentralized banking group
SO MEASURING BUSINESS EXCELLENCE
LA English
DT Article
DE Customer satisfaction; Decentralized management; Non-financial
   performance monitoring; Service metrics
ID LONGITUDINAL ANALYSIS; SATISFACTION; VALUATION
AB Purpose - The purpose of this paper is to assess the usefulness and efficiency of customer-based measures such as customer satisfaction (CSI) and perceived loyalty for monitoring and enhancing the financial performance in corporations.
   Design/methodology/approach - General financial data for the empirical modeling is compiled from national and international databases (Alla Bolag, IMF/IFS, Bloomberg, Eurostat, etc.) and company-specific data from the studied corporation. Customer perception data (like CSI and loyalty) are taken from the Extended Performance Satisfaction Index-initiative database (annual observations for the period 2001-2014 and quarterly for 2008-2014). A hierarchy of structural models is devised on a combined time-series and cross-section (panel and multi-level) approach. The results are based on models estimated by Arellano-Bond procedures (Arellano and Bond, 1991).
   Findings - The core findings are two. First, there is a strong positive relationship between customer-based measures and financial performance. Second, it is effective to regularly monitor CSI as a forward-looking indicator for understanding future financial performance.
   Practical implications - Customer-based measures are highly useful as leading indicators of companies' future performance and should be incorporated even more into corporate decisions.
   Originality/value - According to this survey of contemporary research, very little is academically documented for the full-circle from corporate to branch level. Thus, the prevailing study should be of potential value for companies in general.
C1 [Eklof, Jan; Hellstrom, Katerina] Handelshogskolan Stockholm, Stockholm, Sweden.
   [Malova, Aleksandra; Podkorytova, Olga] St Petersburg State Univ, St Petersburg, Russia.
   [Parmler, Johan] EPSI Res Serv, London, England.
RP Eklof, J (reprint author), Handelshogskolan Stockholm, Stockholm, Sweden.
EM jan.eklof@hhs.se
RI Podkorytova, Olga/G-9900-2013
OI Podkorytova, Olga/0000-0003-0823-6440
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NR 19
TC 6
Z9 6
U1 0
U2 4
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1368-3047
EI 1758-8057
J9 MEAS BUS EXCELL
JI Meas. Bus. Excell.
PY 2017
VL 21
IS 3
BP 239
EP 249
DI 10.1108/MBE-12-2016-0059
PG 11
WC Business
SC Business & Economics
GA FF7BC
UT WOS:000409170100004
DA 2020-02-20
ER

PT J
AU Ferreira, FAF
   Ferreira, JJM
   Fernandes, CIMAS
   Meidute-Kavaliauskiene, I
   Jalali, MS
AF Ferreira, Fernando A. F.
   Ferreira, Joao J. M.
   Fernandes, Cristina I. M. A. S.
   Meidute-Kavaliauskiene, Ieva
   Jalali, Marjan S.
TI ENHANCING KNOWLEDGE AND STRATEGIC PLANNING OF BANK CUSTOMER LOYALTY
   USING FUZZY COGNITIVE MAPS
SO TECHNOLOGICAL AND ECONOMIC DEVELOPMENT OF ECONOMY
LA English
DT Article
DE customer loyalty; fuzzy cognitive mapping; knowledge enhancement;
   problem structuring; service improvement
ID SATISFACTION; FRAMEWORK; EFFICIENCY; EXAMPLE; SECTOR; MODEL; MCDA
AB Understanding customer loyalty has been a growing concern for the services industry. In a context of increasing competitive pressures, such loyalty is seen as a key element in service companies' success. Maintaining customer loyalty and identifying its underlying factors, however, are recognizably difficult to do. Grounded on the use of cognitive mapping techniques, this paper proposes a knowledge-based framework for the identification of the key determinants of customer loyalty, and the relationships among them. A step-by-step guide to the development of such a framework is presented, and illustrated through a practical application in the banking context. The resulting findings are supportive of the applicability of such methods for understanding customer loyalty, and the improvement of long-term relationships with customers. They are furthermore indicative of new ways in which knowledge can be incorporated into management activities to improve service outcomes. Some managerial implications of our contribution and avenues for future research are also reported.
C1 [Ferreira, Fernando A. F.; Jalali, Marjan S.] Univ Inst Lisbon, BRU IUL, ISCTE Business Sch, Ave Forcas Armadas, P-1649026 Lisbon, Portugal.
   [Ferreira, Fernando A. F.] Univ Memphis, Fogelman Coll Business & Econ, Memphis, TN 38152 USA.
   [Ferreira, Joao J. M.] Univ Beira Interior, Dept Business & Econ, Estr Sineiro, P-6200209 Covilha, Portugal.
   [Ferreira, Joao J. M.] Univ Beira Interior, NECE Res Unit, Estr Sineiro, P-6200209 Covilha, Portugal.
   [Fernandes, Cristina I. M. A. S.] Polytech Inst Castelo Branco, P-6060163 Idanha A Nova, Portugal.
   [Fernandes, Cristina I. M. A. S.] NECE Res Unit, P-6060163 Idanha A Nova, Portugal.
   [Meidute-Kavaliauskiene, Ieva] Vilnius Gediminas Tech Univ, Fac Business Management, Sauletekio Al 11, LT-10223 Vilnius, Lithuania.
RP Ferreira, FAF (reprint author), Univ Inst Lisbon, BRU IUL, ISCTE Business Sch, Ave Forcas Armadas, P-1649026 Lisbon, Portugal.; Ferreira, FAF (reprint author), Univ Memphis, Fogelman Coll Business & Econ, Memphis, TN 38152 USA.
EM fernando.alberto.ferreira@iscte.pt
RI Meidute-Kavaliauskiene, Ieva/AAD-6877-2019; Fernandes,
   Cristina/G-6390-2015; Ferreira, Joao J./K-7669-2012
OI Meidute-Kavaliauskiene, Ieva/0000-0003-0435-7632; Fernandes,
   Cristina/0000-0001-8560-0758; Ferreira, Joao J./0000-0002-5928-2474;
   Ferreira, Fernando/0000-0001-5208-9084
FU ISCTE Business School of the University Institute of Lisbon, Portugal
FX A previous, non-copyrighted and less completed version of this paper was
   presented at the 2015 BAI International Conference, held in Macau,
   China, July 2015. The authors gratefully acknowledge the comments and
   improvement suggestions of the anonymous reviewers; and the superb
   contribution and infinite willingness of the panel members: Ana Luisa
   Morgado, Antonio Neves, Bianca Viana, Erica Vaz, Joana Reis and Joao
   Aguiar. Support from the ISCTE Business School of the University
   Institute of Lisbon, Portugal, is also acknowledged.
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NR 64
TC 12
Z9 12
U1 0
U2 9
PU VILNIUS GEDIMINAS TECH UNIV
PI VILNIUS
PA SAULETEKIO AL 11, VILNIUS, LT-10223, LITHUANIA
SN 2029-4913
EI 2029-4921
J9 TECHNOL ECON DEV ECO
JI Technol. Econ. Dev. Econ.
PY 2017
VL 23
IS 6
BP 860
EP 876
DI 10.3846/20294913.2016.1213200
PG 17
WC Economics
SC Business & Economics
GA EZ4HS
UT WOS:000404674800005
OA Green Published, Bronze, Other Gold
DA 2020-02-20
ER

PT J
AU Femic-Radosavovic, B
   Jovovic, M
AF Femic-Radosavovic, Bojana
   Jovovic, Milorad
TI Loyalty, Investment Model and New Media - A Correlation Study in Banking
   Services in Montenegro
SO JOURNAL OF CENTRAL BANKING THEORY AND PRACTICE
LA English
DT Article
DE Loyalty; services; banking; new media; investment model; online
   Word-of-Mouth (WOM)
ID WORD-OF-MOUTH; CUSTOMER LOYALTY; COMMITMENT; CONSUMER; SATISFACTION;
   IMPACT
AB In this paper we perceived causal relationship between loyalty, satisfaction, quality of the alternatives, investment sin, and new media through online word of mouth in banking services in Montenegro. Obtained empirical results substantiated validity of the set hypothetical frame, i.e. meaningfulness of the conceptual model that is set.
C1 [Femic-Radosavovic, Bojana; Jovovic, Milorad] Univ Montenegro, Fac Econ Podgorica, Podgorica, Montenegro.
RP Femic-Radosavovic, B (reprint author), Univ Montenegro, Fac Econ Podgorica, Podgorica, Montenegro.
EM bojana.femic@gmail.com; misko@ac.me
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NR 22
TC 0
Z9 0
U1 1
U2 1
PU DE GRUYTER POLAND SP ZOO
PI WARSAW
PA BOGUMILA ZUGA 32A STR., 01-811 WARSAW, POLAND
SN 1800-9581
EI 2336-9205
J9 J CENT BANK THEOR PR
JI J. Cent. Bank Theor. Pract.
PD JAN
PY 2017
VL 6
IS 1
BP 15
EP 28
DI 10.1515/jcbtp-2017-0002
PG 14
WC Business, Finance
SC Business & Economics
GA GZ9UU
UT WOS:000449848700002
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU O'Hara, JK
AF O'Hara, Jeffrey K.
TI Community Banks and Agricultural Sales in Rural States
SO REVIEW OF REGIONAL STUDIES
LA English
DT Article
DE community banks; local foods; agricultural finance
ID FARM; PAYMENTS
AB The consolidation of the commercial banking sector may influence the viability of farms in accessing credit. I estimate the influence that changes in the level of deposits in community banks had on total agricultural sales and direct-to-consumer agricultural sales of local food between 2002 and 2012 in a five-state region containing North Dakota, South Dakota, Minnesota, Wyoming, and Montana. I find that changes in community bank deposits had a positive impact on changes in direct-to-consumer agricultural sales of local foods, while total agricultural sales may not be impacted by changes in community bank deposits.
C1 [O'Hara, Jeffrey K.] USDA, Agr Mkt Serv, Washington, DC 20250 USA.
RP O'Hara, JK (reprint author), USDA, Agr Mkt Serv, Washington, DC 20250 USA.
EM jeffreyk.ohara@ams.usda.gov
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NR 35
TC 2
Z9 2
U1 0
U2 0
PU SOUTHERN REGIONAL SCIENCE ASSOC
PI NEW BRUNSWICK
PA BLOUSTEIN SCH PUBLIC POLICY, RUTGERS UNIV, NEW BRUNSWICK, NK 08901 USA
SN 1553-0892
J9 REV REG STUD
JI Rev. Reg. Stud.
PY 2017
VL 47
IS 2
BP 137
EP 152
PG 16
WC Economics
SC Business & Economics
GA GS5HB
UT WOS:000443687400002
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Kumar, V
   Kumar, U
   Shareef, MA
AF Kumar, Vinod
   Kumar, Uma
   Shareef, Mahmud Akhter
TI Mobile banking: a tradeoff between mobile technology and service for
   consumer behavioural intentions
SO TRANSNATIONAL CORPORATIONS REVIEW
LA English
DT Article
DE Mobile banking; attitude; trust; security; behaviour
ID USER ACCEPTANCE; ADOPTION MODEL
AB This current study aims to examine the multifaceted issues raised by mobile banking, from security and operation to trust and consumer intentions to use, through synthesising the associated seminal studies on mobile banking. The objective of this study is to reveal consumer perceptions about mobile banking in terms of issues inhibiting use of this dynamic service. Additionally, this study is aimed to recommend design criteria shedding light on those issues that create a negative attitude toward accepting this service through comparing results in different countries. In this regard, a two-phase exploratory type empirical study was conducted to capture the critical factors that basically contribute towards shaping consumer attitudes toward mobile banking. Trust, security, accessibility, superior service, and user-friendly design have been identified as the most important issues influencing consumers to develop either favourable or unfavourable attitudes toward this dynamic technology driven service. The findings were also compared with the same of other countries through literature review to understand its scope for generalised application.
C1 [Kumar, Vinod; Kumar, Uma] Carleton Univ, Sprott Sch Business, Ottawa, ON, Canada.
   [Shareef, Mahmud Akhter] North South Univ, Sch Business & Econ, Dhaka, Bangladesh.
RP Kumar, V (reprint author), Carleton Univ, Sprott Sch Business, Ottawa, ON, Canada.
EM vinod_kumar@carleton.ca
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NR 67
TC 1
Z9 1
U1 1
U2 1
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1918-6444
EI 1925-2099
J9 TRANSNATL CORP REV
JI Transnatl. Corp. Rev.
PY 2017
VL 9
IS 4
BP 319
EP 330
DI 10.1080/19186444.2017.1401209
PG 12
WC Business
SC Business & Economics
GA GS4KC
UT WOS:000443609600006
DA 2020-02-20
ER

PT J
AU Jamali, M
   Mehrabadi, MA
   Pouri, M
AF Jamali, Mehdi
   Mehrabadi, Mohammad Azimi
   Pouri, Mohammad
TI The Effect of the Implementation of E-CRM Electronic Satisfaction and
   Loyalty, Electronic Consumers of Mellat Bank's Website
SO REVISTA ADMINISTRACAO EM DIALOGO
LA English
DT Article
DE Electronic Consent; Loyalty-Mail; E-CRM
ID CUSTOMER SATISFACTION; MODEL
AB Organizations that compete for power in the market constantly looking for ways to overcome their rivals. Today's customers want to engage with the organization. Successful customer relationship management is one of the major competitive advantages that organizations can use to prevent the transmission of clients to other organizations deemed of operation. The degree to which an organization is able to maintain effective communication with their clients, more opportunities to offer more services to its business customers will offer. Considering the above study to evaluate the effect of the implementation of E-CRM on e-satisfaction and customer loyalty has paid electronically, users of the Mellat Bank's website. To collect information from the questionnaire with Cronbach's alpha was used validation. Respondents were customers and users of online services of the Mellat Bank's website. Survey research method - has been described. To analyze the data, descriptive and inferential statistical methods such as correlation analysis, Pearson and Spearman correlation coefficient and linear regression analysis using SPSS software is used. The results show that the implementation of E-CRM is a positive and significant impact on customer satisfaction and loyalty-mail.
C1 [Jamali, Mehdi; Pouri, Mohammad] Islamic Azad Univ Farahan, Execut Management, Farmahin, Iran.
   [Mehrabadi, Mohammad Azimi] Islamic Azad Univ, Sci & Res Branch, Dept Ind Engn, Tehran, Iran.
RP Mehrabadi, MA (reprint author), Islamic Azad Univ, Sci & Res Branch, Dept Ind Engn, Tehran, Iran.
EM dr.mohazimi@gmail.com
CR Abesi S., 4 YEAR MANAGEMENT ST
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NR 24
TC 0
Z9 0
U1 0
U2 3
PU PONTIFICIA UNIV CATOLICA SAO PAULO-PUC-SP
PI SAO PAULO SP
PA RUA MONTE ALEGRE, 984, SAO PAULO SP, 05014-001, BRAZIL
SN 2178-0080
J9 REV ADM DIALOGO
JI Rev. Adm. Dialogo
PY 2017
VL 19
BP 117
EP 135
DI 10.20946/rad.v19i0.32044
PG 19
WC Management
SC Business & Economics
GA FV4PQ
UT WOS:000424557000009
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Ahmed, RR
   Vveinhardt, J
   Streimikiene, D
   Ashraf, M
   Channar, ZA
AF Ahmed, Rizwan Raheem
   Vveinhardt, Jolita
   Streimikiene, Dalia
   Ashraf, Muhammad
   Channar, Zahid Ali
TI MODIFIED SERVQUAL MODEL AND EFFECTS OF CUSTOMER ATTITUDE AND TECHNOLOGY
   ON CUSTOMER SATISFACTION IN BANKING INDUSTRY: MEDIATION, MODERATION AND
   CONDITIONAL PROCESS ANALYSIS
SO JOURNAL OF BUSINESS ECONOMICS AND MANAGEMENT
LA English
DT Article
DE service quality dimensions; customer satisfaction; perceived value;
   trust; technology; modified SERVQUAL model; structural equation
   modelling; bootstrapping method
ID PERCEIVED SERVICE QUALITY; CONSUMER PERCEPTIONS; INTERNET BANKING;
   ISLAMIC BANKS; LOYALTY; TRUST; COMMITMENT; IMPACT; CONSEQUENCES;
   DETERMINANTS
AB Banks are very important financial services sector, and in banking sector there is an intense competition amongst the local and foreign banks throughout the world. The objective of this research is to analyse the effects of perceived value and customer trust, and role of technology in banking service qualities and customers' satisfaction in Pakistani context. For this purpose we employed modified SERVQUAL model with four dimensions such as empathy, competence, reliability, and online service. An adapted questionnaire was used to carry out this survey research, and collected 830 responses from the customers of Pakistani banking industry. We used factor analysis, confirmatory factor analysis, and bootstrapping methods to carry out this research. The results of the study demonstrated that our four-dimensional model of modified SERVQUAL has a significant impact on overall customer satisfaction. It is further concluded from the bootstrapping method that modified SERVQUAL dimensions and customer satisfaction are positively mediated by the perceived value and trust. Finally, it is also concluded that the implementation of technology serves as moderating variable in the banking sector. The outcomes of this research are beneficial to the senior management of banking sector in order to implement the effective and customised online banking structure to gain competitive advantages, and provide vibrant online banking services that enhance the standard and ease of services to the customers and earn their confidence. The originality and novelty of this research provide a significant contribution in the application of SERVQUAL model specifically for the banking service quality dimensions and customer satisfaction in marketing research.
C1 [Ahmed, Rizwan Raheem; Ashraf, Muhammad] Indus Univ, Fac Management Sci, Block 17, Karachi 75300, Pakistan.
   [Vveinhardt, Jolita] Vytautas Magnus Univ, Fac Econ & Management, Daukanto Str 28, Kaunas, Lithuania.
   [Streimikiene, Dalia] Vilnius Univ, Kaunas Fac, Muitines 8, LT-44280 Kaunas, Lithuania.
   [Channar, Zahid Ali] Sindh Madressatul Islam Univ, Dept Business Adm, Karachi 74000, Pakistan.
RP Streimikiene, D (reprint author), Vilnius Univ, Kaunas Fac, Muitines 8, LT-44280 Kaunas, Lithuania.
EM rizwanraheemahmed@gmail.com; jolita.vveinhardt@gmail.com;
   dalia.streimikeine@khf.vu.lt; professycom@yahoo.com;
   drzahidalic@gmail.com
RI Vveinhardt, Jolita/AAB-6754-2020; Ahmed, Rizwan Raheem/B-9632-2016;
   Streimikiene, Dalia/AAD-7762-2020
OI Vveinhardt, Jolita/0000-0001-6231-9402; Ahmed, Rizwan
   Raheem/0000-0001-5844-5502; 
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NR 140
TC 5
Z9 5
U1 2
U2 14
PU VILNIUS GEDIMINAS TECH UNIV
PI VILNIUS
PA SAULETEKIO AL 11, VILNIUS, LT-10223, LITHUANIA
SN 1611-1699
EI 2029-4433
J9 J BUS ECON MANAG
JI J. Bus. Econ. Manag.
PY 2017
VL 18
IS 5
BP 974
EP 1004
DI 10.3846/16111699.2017.1368034
PG 31
WC Business; Economics
SC Business & Economics
GA FS7HH
UT WOS:000419968000009
OA Bronze, Other Gold
DA 2020-02-20
ER

PT J
AU Mendis, MVS
AF Mendis, M. V. S.
TI The nexus between job satisfaction and job performance: an empirical
   study of bank assistants of Sri Lanka
SO MIDDLE EAST JOURNAL OF MANAGEMENT
LA English
DT Article
DE bank assistants; human resource management; job performance; job
   satisfaction; Sri Lanka
AB Human resource management plays a vital role in every firm whether it is profit or non-profit, public or private organisation. In today's competitive business world, people become the most important asset of any company. It is important to have satisfied employees to achieve organisational goals and objectives with high performance. The aim of this work is to understand the nexus between job satisfaction and job performance of bank assistants in Sri Lanka. Bank assistants in a leading commercial bank (government sector) of Sri Lanka were investigated using a sample of 165 employees. Simple random sampling method is used in this study. Data collection was done using a self-administrated structured questionnaire. Hypotheses were tested using correlation and multiple regression analysis. Study confirmed that job satisfaction is significantly correlated with employee job performance. Research findings indicate that there is a moderate positive relationship between job satisfaction and job performance of bank assistants.
C1 [Mendis, M. V. S.] Univ Kelaniya, Dept Human Resource Management, Dalugama 11600, Kelaniya, Sri Lanka.
RP Mendis, MVS (reprint author), Univ Kelaniya, Dept Human Resource Management, Dalugama 11600, Kelaniya, Sri Lanka.
EM virangisonali2@gmail.com
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NR 21
TC 0
Z9 0
U1 0
U2 5
PU INDERSCIENCE ENTERPRISES LTD
PI GENEVA
PA WORLD TRADE CENTER BLDG, 29 ROUTE DE PRE-BOIS, CASE POSTALE 856, CH-1215
   GENEVA, SWITZERLAND
SN 2050-3636
EI 2050-3644
J9 MIDDLE EAST J MANAG
JI Middle East J. Manag.
PY 2017
VL 4
IS 4
BP 283
EP 294
PG 12
WC Management
SC Business & Economics
GA FR1BK
UT WOS:000418800500002
DA 2020-02-20
ER

PT J
AU Ilie, M
   Moraru, AD
   Ghita-Mitrescu, S
AF Ilie, Margareta
   Moraru, Andreea-Daniela
   Ghita-Mitrescu, Silvia
TI THE HIERARCHICAL DETERMINATION OF CUSTOMER SATISFACTION WITH BANKING
   SERVICES USING AN ARTIFICIAL NEURAL NETWORK
SO TRANSFORMATIONS IN BUSINESS & ECONOMICS
LA English
DT Article
DE customer satisfaction; banking services; Artificial Neural Network;
   Romania
ID PERFORMANCE; CONSUMPTION
AB During the last two decades, especially after the set-off of the financial crisis in 2007, the competition within the banking industry has become fiercer than ever, yielding a constant preoccupation for customer satisfaction. This paper aims at approaching customer satisfaction in the Romanian banking system from a new perspective, using artificial intelligence techniques. To this end, the research focuses on building and training an Artificial Neural Network (ANN) in order to simulate bank customer satisfaction and find the criteria that are most important for training the ANN. The authors used a feed forward ANN and set the error between the real output and the simulated output at less than 10%. The ANN simulated values based on the data recorded from a survey with more than 600 participants who assessed different satisfaction criteria related to banking services. During the training process, the ANN determined the most important criteria for bank customer satisfaction.
C1 [Ilie, Margareta; Moraru, Andreea-Daniela; Ghita-Mitrescu, Silvia] Ovidius Univ Constanta, Fac Econ Sci, 124 Mamaia Ave, Constanta 900527, Romania.
RP Ilie, M (reprint author), Ovidius Univ Constanta, Fac Econ Sci, 124 Mamaia Ave, Constanta 900527, Romania.
EM ilie.marga@gmail.com; moraru.ad@gmail.com; mitrescu.silvia@gmail.com
RI Ghita-Mitrescu, Silvia/N-4688-2017
OI Ghita-Mitrescu, Silvia/0000-0003-3717-105X
CR Akhtar M. N., 2011, WORLD APPL SCI J, V13, P453
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NR 43
TC 2
Z9 2
U1 2
U2 15
PU VILNIUS UNIV
PI VILNIUS
PA UNIVERSITETO ST 3, VILNIUS, LT-01513, LITHUANIA
SN 1648-4460
J9 TRANSFORM BUS ECON
JI Transform. Bus. Econ.
PY 2017
VL 16
IS 2A
BP 401
EP 420
PG 20
WC Business; Economics
SC Business & Economics
GA FR2DO
UT WOS:000418877400006
DA 2020-02-20
ER

PT J
AU Abdoli, M
   Rostamzadeh, R
   Feizi, J
   Joksiene, I
AF Abdoli, Maryam
   Rostamzadeh, Reza
   Feizi, Jafarsadegh
   Joksiene, Izolda
TI IMPACT OF PERCEIVED VALUE AND SATISFACTION ON CUSTOMER LOYALTY IN
   BANKING INDUSTRY
SO TRANSFORMATIONS IN BUSINESS & ECONOMICS
LA English
DT Article
DE customer loyalty; perceived value; customer satisfaction; private
   sector; banking
ID SERVICE QUALITY; SWITCHING COSTS; ANTECEDENTS; MARKET; MODEL
AB Competition is increasing in some market In order to gain share and compete with firms, building consumer loyalty is a crucial factor. Current study's goal is examination of the practicality and applications of perceived value (PV) and customer satisfaction (CS) on customer loyalty (CL) in banking industry based on European customer satisfaction index (ECSI) model.
   The results showed that PV affected positively by customer image (CI), customer expectation (CE), perceived quality of hardware and software. In addition, PV influences CS. On the other hand, CS affects CL positively. Based on the results, CS is the most important factor in determining CL. Therefore, organizations should go beyond customers' initial needs, meet customers' expectations and focus on creating loyalty and faithfulness by building a long-term, profitable and mutual relationship rather than concentrating on customer satisfaction solely. This paper provides valuable insight into the measurement of ECSI model in banking industry.
C1 [Abdoli, Maryam] Islamic Azad Univ, Tabriz Int Branch, Dept Management, Tabriz, Iran.
   [Rostamzadeh, Reza; Feizi, Jafarsadegh] Islamic Azad Univ, Urmia Branch, Dept Management, Orumiyeh, Iran.
   [Joksiene, Izolda] Vilnius Gediminas Tech Univ, Dept Econ Engn, Sauletekio Al 11, LT-10223 Vilnius, Lithuania.
RP Abdoli, M (reprint author), Islamic Azad Univ, Tabriz Int Branch, Dept Management, Tabriz, Iran.
EM abdoli.marketing@iaut.ac.ir; r.rostamzadeh@iaurmia.ac.ir;
   j.feizi@iaurmia.ac.ir; izolda.joksiene@vgtu.lt
OI Rostamzadeh, Reza/0000-0002-6161-7173
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NR 46
TC 1
Z9 1
U1 1
U2 11
PU VILNIUS UNIV
PI KAUNAS
PA MUITINES G 8,, KAUNAS, LT-44280, LITHUANIA
SN 1648-4460
J9 TRANSFORM BUS ECON
JI Transform. Bus. Econ.
PY 2017
VL 16
IS 2A
BP 421
EP 440
PG 20
WC Business; Economics
SC Business & Economics
GA FR2DO
UT WOS:000418877400007
DA 2020-02-20
ER

PT J
AU Alexiadou, C
   Stylos, N
   Andronikidis, A
   Bellou, V
   Vassiliadis, CA
AF Alexiadou, Chrysi
   Stylos, Nikolaos
   Andronikidis, Andreas
   Bellou, Victoria
   Vassiliadis, Chris A.
TI Quality in bank service encounters Assessing the equivalence of
   customers' and front-line employees' perceptions
SO INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT
LA English
DT Article
DE Service quality; Perceptions; Service encounters; Invariance analysis
ID TESTING MEASUREMENT INVARIANCE; CONSUMER PERCEPTIONS; FINANCIAL
   SERVICES; PUBLIC-SERVICE; JOB-SATISFACTION; PERCEIVED VALUE; MODEL;
   PERFORMANCE; SCALE; PERSPECTIVE
AB Purpose - The purpose of this paper is to discuss the need to evaluate perception- based quality in service encounters. It sets out to diagnose potential mismatches in how customers and front-line employees perceive quality in high-involvement service settings, based on the premise that any initiative toward quality enhancement in service encounters is advisable only when employees and customers evaluate quality utilizing common perceptual structures.
   Design/methodology/approach - The study utilizes invariance analysis. The survey involved 165 bank branches and 1,522 respondents (463 front-line employees and 1,059 customers) and operationalized the same set of questions for both groups of participants. Multisample confirmatory factor analysis tested a series of measurement models.
   Findings - Results revealed equivalence for tangibles, responsiveness and assurance but also mismatches between customers and front-line employees perceptions of reliability and empathy.
   Practical implications - Findings add to current knowledge of how both groups of participants evaluate quality in service encounters and are discussed with reference to managerial consequences for perception- based quality mismatches.
   Originality/value - So far only a few studies have simultaneously examined front-line employees' and customers' perceptions of service quality in service encounters. Unlike previous research designs, this study addresses the critical aspect of potential mismatches in how customers and employees perceive service quality, and presents a methodological procedure to detect them.
C1 [Alexiadou, Chrysi; Andronikidis, Andreas; Vassiliadis, Chris A.] Univ Macedonia, Dept Business Adm, Thessaloniki, Greece.
   [Stylos, Nikolaos] Univ Wolverhampton, Fac Social Sci, Dept Mkt Innovat Leisure & Enterprise, Wolverhampton, England.
   [Stylos, Nikolaos] Univ Bristol, Dept Management, Sch Econ Finance & Management, Bristol, Avon, England.
   [Bellou, Victoria] Univ Thessaly, Dept Econ, Volos, Greece.
RP Stylos, N (reprint author), Univ Wolverhampton, Fac Social Sci, Dept Mkt Innovat Leisure & Enterprise, Wolverhampton, England.; Stylos, N (reprint author), Univ Bristol, Dept Management, Sch Econ Finance & Management, Bristol, Avon, England.
EM n.stylos@bristol.ac.uk
OI Stylos, Nikolaos/0000-0003-1626-0088
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NR 106
TC 1
Z9 1
U1 0
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-671X
EI 1758-6682
J9 INT J QUAL RELIAB MA
JI Int. J. Qual. Reliab. Manag.
PY 2017
VL 34
IS 9
BP 1431
EP 1450
DI 10.1108/IJQRM-04-2016-0049
PG 20
WC Management
SC Business & Economics
GA FQ7IQ
UT WOS:000418536500003
DA 2020-02-20
ER

PT J
AU Muhammad, L
   Mahadi, B
   Hussin, N
AF Muhammad, Lakhi
   Mahadi, Batiah
   Hussin, Nazimah
TI Influence of social capital on customer's relationship satisfaction in
   the Pakistani banking industry
SO ASIA PACIFIC JOURNAL OF MARKETING AND LOGISTICS
LA English
DT Article
DE Social capital; Service recovery; Relationship satisfaction; Negative
   word of mouth; Re-patronage intentions
ID SERVICE RECOVERY; SWITCHING BARRIERS; FAILURE SEVERITY; PERSONAL VALUES;
   MEDIATING ROLE; IMPACT; ANTECEDENTS; INTENTIONS; RESPONSES; BEHAVIOR
AB Purpose - The purpose of this paper is to investigate the effects of structural social capital, relational social capital and cognitive social on relationship satisfaction, and also to investigate how relationship satisfaction is associated with negative word-of-mouth and re-patronage intentions, in service recovery.
   Design/methodology/approach - A sample of 478 Pakistani banking industry clients, who registered a complaint to their bank recently, answered the survey. Variance-based partial least squares structural equation modeling was employed for data analysis.
   Findings - Results demonstrate that all three facets of social capital have a significant positive impact on relationship satisfaction. However, relationship satisfaction enhances customer re-patronage intentions and restrains negative word-of-mouth intentions.
   Practical implications - Findings are important for service firms, particularly for banks to adjust their service recovery strategies.
   Originality/value - The paper verified the influence of structural social capital, cognitive social capital and relational social capital on relationship satisfaction and tested the influence of relationship satisfaction on negative word-of-mouth and re-patronage intentions.
C1 [Muhammad, Lakhi; Hussin, Nazimah] Univ Teknol Malaysia, Int Business Sch, Kuala Lumpur, Malaysia.
   [Mahadi, Batiah] Univ Teknol Malaysia, Fac Management, Skudai, Malaysia.
RP Muhammad, L (reprint author), Univ Teknol Malaysia, Int Business Sch, Kuala Lumpur, Malaysia.
EM lakhikhosa@hotmail.com
RI Hussin, Nazimah/Q-2840-2019; Mahadi, Batiah/Q-3300-2019; Muhammad,
   Lakhi/M-4984-2013
OI Muhammad, Lakhi/0000-0002-7386-1843
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NR 89
TC 5
Z9 5
U1 2
U2 8
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1355-5855
EI 1758-4248
J9 ASIA PAC J MARKET LO
JI Asia Pac. J. Market. Logist.
PY 2017
VL 29
IS 5
BP 1036
EP 1054
DI 10.1108/APJML-10-2016-0193
PG 19
WC Business
SC Business & Economics
GA FN9JJ
UT WOS:000416349000008
DA 2020-02-20
ER

PT J
AU Hackney, DD
   Friesner, D
   Johnson, EH
AF Hackney, Donald D.
   Friesner, Daniel
   Johnson, Erica H.
TI Did the time frame associated with the implementation of the Patient
   Protection and Affordable Care Act noticeably impact consumer bankruptcy
   filings?
SO INTERNATIONAL JOURNAL OF SOCIAL ECONOMICS
LA English
DT Article
DE Health insurance; Affordable Care Act; Medical bills; Consumer
   bankruptcy
ID PERSONAL BANKRUPTCY; HEALTH
AB Purpose - The purpose of this paper is to examine whether the timing associated with the implementation of the health insurance-related provisions of the Patient Protection and Affordable Care Act (ACA) altered the presence and distribution of medical/non-medical debts accumulated by different types of bankruptcy filers.
   Design/methodology/approach - Data were drawn from the US Bankruptcy Court's Eastern Washington District over the years 2009, 2011 and 2014 using interval random sampling. Binary probit and Tobit analyses were used to model the existence, and distribution, of medical debts and total debts, respectively, at the time of filing. The impact of the time frame associated with the ACA was operationalized via a Chow test for structural dynamic change.
   Findings - Chapter 13 filers in 2014 (post-ACA-based health exchange implementation) were more likely to report medical debts than Chapter 7 filers in the pre-intervention period, and were also more likely to report a larger proportion of outstanding debts owed to a single creditor. Filers claiming health insurance premium expenses in 2011 were (at the 10 percent significance level) more likely to report a more skewed distribution of medical debts.
   Originality/value - The time frame associated with the implementation of the ACA impacts the distribution of medical debts among filers who have sufficient net disposable income to fund a Chapter 13 plan. The polarization of outstanding medical debts may indicate coverage gaps in existing health insurance policies, whose costs would be disproportionately borne by patients operating on thin financial margins.
C1 [Hackney, Donald D.] Gonzaga Univ, Sch Business Adm, Spokane, WA 99258 USA.
   [Friesner, Daniel] North Dakota State Univ, Coll Hlth Profess, Fargo, ND 58105 USA.
   [Johnson, Erica H.] Gonzaga Univ, Dept Econ, Spokane, WA 99258 USA.
RP Friesner, D (reprint author), North Dakota State Univ, Coll Hlth Profess, Fargo, ND 58105 USA.
EM Daniel.Friesner@ndsu.edu
CR Besanko D, 2004, EC STRATEGY
   Bleich SN, 2015, HEALTH AFFAIR, V34, P1813, DOI 10.1377/hlthaff.2015.0606
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NR 16
TC 0
Z9 0
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0306-8293
EI 1758-6712
J9 INT J SOC ECON
JI Int. J. Soc. Econ.
PY 2017
VL 44
IS 12
BP 1957
EP 1972
DI 10.1108/IJSE-08-2016-0229
PG 16
WC Economics
SC Business & Economics
GA FM5SI
UT WOS:000415099000026
DA 2020-02-20
ER

PT J
AU Tan, LH
   Chew, BC
   Hamid, SR
AF Tan, Lay Hong
   Chew, Boon Cheong
   Hamid, Syaiful Rizal
TI Service quality implementation in shaping sustainable banking operating
   system A case study of Maybank Group
SO QUALITATIVE RESEARCH IN FINANCIAL MARKETS
LA English
DT Article
DE Service quality; Sustainability development; Sustainable banking
   operating system
ID CORPORATE SOCIAL-RESPONSIBILITY
AB Purpose - This paper adopts an existing body of theory (gaps model of service quality) and aims to further contribute to it. The theory building within this paper is expected to represent an extension to the existing theory, particularly with regard to the reconceptualisation and redefinition of service quality in sustainable banking.
   Design/methodology/approach - The case study was based on primary data collected through a series of qualitative interviews with the 35 bankers who were from different departments. In addition, available secondary data such as academic books and journals, government and regulatory authority's publications, website publications, Maybank's annual reports and sustainability reports were reviewed to obtain a more comprehensive understanding of the Maybank's sustainability banking operating system.
   Findings - This paper has documented various findings identified with the aspects of sustainable banking in Maybank. Essentially, these findings are focussed on filling the gaps that currently exist in the literature and in the practice of sustainable banking in Maybank. Maybank is in the phase of preventive banking because, in recent years, it has been observed that Maybank is moving towards the initiative to embrace sustainability in their banking operations. Maybank has used the sustainability criteria for the credit risk management process and socially responsible investing. When viewed from this perspective, it is possible to say that a transition process has started towards offensive banking. In addition, this research's findings imply that the determination of the service quality level of customers focusses not only on the homogenous customer's quality evaluation, but it also includes the examination of heterogeneous customers. Heterogeneous customers are those who have an indirect interest in the bank; they are indirectly affected either positively or negatively by the actions of the bank.
   Research limitations/implications - The reconceptualisation and redefinition of service quality, which embeds the novel concept of sustainable banking, can be attributed to a handful of distinctive financial institutions which have been proactively and gradually shaping their corporate images as advocates of socio-environmental sustainability.
   Originality/value - The limited literature on sustainable banks and to the best knowledge of the researchers, no other researcher has examined sustainable banking in the Malaysian banking industry to date. This study is designed to address this gap with the central objective to investigate the aspect of sustainable banking operating system provided by Maybank by using the gap model of service quality which was developed by Parasuraman et al. (1985).
C1 [Tan, Lay Hong] UCSI Univ, Dept Management Studies, Kuala Lumpur, Malaysia.
   [Chew, Boon Cheong; Hamid, Syaiful Rizal] Univ Tekn Malaysia Melaka, Dept Technol Management, Malacca, Malaysia.
RP Tan, LH (reprint author), UCSI Univ, Dept Management Studies, Kuala Lumpur, Malaysia.
EM lay_hong85@hotmail.com
OI Chew, Boon Cheong/0000-0003-3959-6721
CR [Anonymous], 2014, MAYB SUST REP
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NR 54
TC 0
Z9 0
U1 2
U2 14
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1755-4179
J9 QUAL RES FINANC MARK
JI Qual. Res. Financ. Mark.
PY 2017
VL 9
IS 4
BP 359
EP 381
DI 10.1108/QRFM-01-2017-0002
PG 23
WC Business, Finance
SC Business & Economics
GA FN0WU
UT WOS:000415702700004
DA 2020-02-20
ER

PT J
AU Chiu, JL
   Bool, NC
   Chiu, CL
AF Chiu, Jason Lim
   Bool, Nelson C.
   Chiu, Candy Lim
TI Challenges and factors influencing initial trust and behavioral
   intention to use mobile banking services in the Philippines
SO ASIA PACIFIC JOURNAL OF INNOVATION AND ENTREPRENEURSHIP
LA English
DT Article
DE Philippines; Behavioral intention; Online banking; Mobile banking;
   Antecedents of trust; Initial trust
ID TECHNOLOGY ACCEPTANCE MODEL; INTERNET BANKING; ONLINE BANKING; CONSUMER
   ACCEPTANCE; E-COMMERCE; WEB SITE; INTERPERSONAL-TRUST; ELECTRONIC
   BANKING; EMPIRICAL-EVIDENCE; EARLY ADOPTERS
AB Purpose - This paper aims to assess the direct effects of antecedents of initial trust, the mediating effect of trust and the moderating effect of demographic variables on non-adopters' behavioral intention to use mobile banking.
   Design/methodology/approach - The study tested the models of theory of reasoned action and theory of planned behavior to evaluate potential antecedents of trust (diffusion of trust, infrastructure quality, perceived costs, privacy and security) moderators (demographic variables) and mediators (initial trust) that will influence behavioral intention to use mobile banking. The Hayes' Process Macro developed by Andrew F. Hayes (2013) was used as a statistical analysis in SPSS to estimates the path coefficients using multiple regression. The tool provides insights on the direct and indirect effect of the independent variable on the dependent variable through the existence of moderating variables and mediation variables.
   Findings - The results show that the non-adopters of mobile banking asserted that the antecedents of initial trust played a significant influence on behavioral intention to use online banking services.
   Originality/value - There is a dearth of literature addressing mobile banking in the Philippines. The first initial trust formation in internet banking using computer workstations and laptops in the Philippines was conducted by Chiu et al. (2016). This research fills in the gap by expanding and formulating a deeper understanding of the antecedents of initial trust that influence consumer behavioral intention that might be responsible for the slow diffusion of mobile banking services in the country. The results from this study will help financial institutions create a beneficial connection with consumers while alleviating the fears of non-adopters and enhancing their understanding of the benefits of mobile banking.
C1 [Chiu, Jason Lim; Bool, Nelson C.] Univ Santo Tomas, Grad Sch, Manila, Philippines.
   [Chiu, Candy Lim] Wenzhou Kean Univ, Coll Business & Publ Management, Wenzhou, Peoples R China.
RP Chiu, CL (reprint author), Wenzhou Kean Univ, Coll Business & Publ Management, Wenzhou, Peoples R China.
EM candyatwork@gmail.com
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NR 138
TC 6
Z9 6
U1 1
U2 4
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2071-1395
EI 2398-7812
J9 ASIA PAC J INNOV ENT
JI Asia Pac. J. Innov. Entrep.
PY 2017
VL 11
IS 2
BP 246
EP 278
DI 10.1108/APJIE-08-2017-029
PG 33
WC Business
SC Business & Economics
GA FM9FR
UT WOS:000415569800009
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Janahi, MA
   Al Mubarak, MMS
AF Janahi, Mohamed Abdulnaser
   Al Mubarak, Muneer Mohamed Saeed
TI The impact of customer service quality on customer satisfaction in
   Islamic banking
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Islamic banking; Customer satisfaction; CARTER model; Customer service
   quality
AB Purpose - The purpose of this paper is to contribute to the Islamic banking literature by examining the impact of different factors of customer service quality on customer satisfaction.
   Design/methodology/approach - The paper presents a model which is not frequently used in Islamic banking literature and shows relationships between six factors of customer service quality and customer satisfaction in the Islamic banking sector. Customers of five main Islamic banks are contributing in this study.
   Findings - This paper demonstrates strong and positive relationships between the six main dimensions of customer service quality (Compliance, Assurance, Reliability, Tangibility, Empathy and Responsiveness) and customer satisfaction.
   Research limitations/implications - The study may suffer from lack of generalization, as it is conducted in one country (Bahrain). It might also be useful to enlarge the study sample and include comparison between Islamic versus conventional banking with regard to service quality and customer satisfaction.
   Practical implications - This paper can influence the current Islamic banks with regard to service quality with an ultimate aim of increasing customer satisfaction and retaining customers.
   Originality/value - This study is one of the few that focus on effects of customer service quality dimensions on customer satisfaction in the Islamic banking sector. It reveals that, although customers pay special attention to Sharia'h laws (compliance) in their transactions with banks, the way services are delivered matters to them too.
C1 [Janahi, Mohamed Abdulnaser] Ahlia Univ, Manama, Bahrain.
   [Al Mubarak, Muneer Mohamed Saeed] Ahlia Univ, Coll Business & Finance, Manama, Bahrain.
RP Al Mubarak, MMS (reprint author), Ahlia Univ, Coll Business & Finance, Manama, Bahrain.
EM malmubarak@ahlia.edu.bh
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NR 39
TC 5
Z9 5
U1 6
U2 8
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PY 2017
VL 8
IS 4
BP 595
EP 604
DI 10.1108/JIMA-07-2015-0049
PG 10
WC Business
SC Business & Economics
GA FM4ID
UT WOS:000414977600005
DA 2020-02-20
ER

PT J
AU Ali, MSY
AF Ali, Mohamed Salih Yousif
TI Moderating effect of support service quality on marketing IS
   sophistication and bank's core competencies
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Bank's core competencies; Marketing information services sophistication;
   Support service quality
ID INFORMATION-TECHNOLOGY; COMPETITIVE ADVANTAGE; USER ACCEPTANCE;
   PERFORMANCE; SYSTEMS; MODEL; RESOURCES; CUSTOMER; IDENTIFICATION;
   SATISFACTION
AB Purpose - The purpose of the study is to examine the moderating effects of support service quality (SSQ) on marketing information services sophistication (MISS) and bank's core competencies within banking sector.
   Design/methodology/approach - To collect the data, the questionnaire approach and random sampling are chosen. The survey sample consisted of 180 banking branches information technology managers in Sudan's banking industry.
   Findings - The study evidenced that the effect of SSQ on the relationship between MISS and bank's core competencies is a quasi-moderator and also indicate that the two components of MISS are positively and significantly associated with bank's core competencies.
   Research limitations/implications - The study is conducted in Sudan banking industry and generalization could be limited. Future studies will replicate the study in different industries or countries.
   Practical implications - For the managers' practice, the findings showed that MISS can deliver superior performance and efficiency (such as proper work flow, employee satisfaction, reducing complaints or enquiries and competitive capabilities) if it reinforced or strengthened by SSQ.
   Originality/value - Empirical results support the positive link between MISS, SSQ and top core competencies. The benefit of that contribution is performance excellence competencies at the market.
C1 [Ali, Mohamed Salih Yousif] Prince Sattam Bin Abdulaziz Univ, Coll Sci & Human Studies, Dept Business Adm, Al Aflaj, Saudi Arabia.
RP Ali, MSY (reprint author), Prince Sattam Bin Abdulaziz Univ, Coll Sci & Human Studies, Dept Business Adm, Al Aflaj, Saudi Arabia.
EM msyali69@yahoo.com
RI Ali, Mohamed Salih Yousif/K-2740-2015
OI Ali, Mohamed Salih Yousif/0000-0002-4691-740X
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NR 77
TC 0
Z9 0
U1 0
U2 0
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PY 2017
VL 8
IS 4
BP 711
EP 731
DI 10.1108/JIMA-10-2015-0078
PG 21
WC Business
SC Business & Economics
GA FM4ID
UT WOS:000414977600012
DA 2020-02-20
ER

PT J
AU Koutsothanassi, E
   Bouranta, N
   Psomas, E
AF Koutsothanassi, Eleni
   Bouranta, Nancy
   Psomas, Evangelos
TI Examining the relationships among service features, customer loyalty and
   switching barriers in the Greek banking sector
SO INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES
LA English
DT Article
DE Greece; Customer loyalty; Switching barriers; Banking sector;
   Neuroticism; Service features
ID FINANCIAL SERVICES; SATISFACTION; QUALITY; PERSONALITY; RETENTION;
   INDUSTRY; IMPACT; RETAIL; COSTS; COMMITMENT
AB Purpose - The aim of this paper is to present and empirically validate a conceptual framework that explores the links between the two service features (physical and interactive) and their impact on customer loyalty. It also introduces and investigates the potential intervening role of a single personality dimension (neuroticism) in the relationship between service features and customer loyalty. In addition, examining whether the customer's switching barriers affect customer loyalty is also an aim of the present study.
   Design/methodology/approach - A structured questionnaire was used to collect data from a sample of 224 customers in the banking industry in Greece. The respondents were picked using simple random sampling. Exploratory and confirmatory factor analyses were used to validate the latent factors of the proposed conceptual framework, whereas their relationships were examined through linear regression analyses.
   Findings - The empirical data verify that physical and interactive features of service quality have a significant impact on customer loyalty. The study also concludes that customer neuroticism has an intervening effect on the relationship between service features and customer loyalty. In addition, switching barriers such as confidence benefits, special treatment benefits, switching costs and availability and attentiveness of alternatives affect a bank's customer loyalty.
   Practical implications - This perspective could improve managerial understanding of the servicequality/customer- loyalty relationship and lead to more focused decisions. During the period of economic Greek crisis, the customers' learning and understanding, the immediate response to their needs and expectations, the provision of customer services in accordance with their personality type and the establishment a long and effective relationship with them may have an important impact not only on success but also mainly on bank survival.
   Originality/value - Previous studies have shown the positive and significant relationship between customer satisfaction and loyalty in the banking industry, but this study extends the literature of consumer behavior theory by examining the distinct role that the physical and interactive service features play in the formation of customer loyalty. While it is known the role of personality in customer satisfaction has not been analyzed sufficiently the effect of neuroticism in the evolution of the above relationship. The present study tries to fill the bibliographic gap focusing on the Greek banking sector in the period of economic crisis.
C1 [Koutsothanassi, Eleni; Bouranta, Nancy; Psomas, Evangelos] Univ Patras, Sch Business Adm, Dept Business Adm Food & Agr Enterprises, Agrinion, Greece.
RP Bouranta, N (reprint author), Univ Patras, Sch Business Adm, Dept Business Adm Food & Agr Enterprises, Agrinion, Greece.
EM nbouranta@upatras.gr
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NR 76
TC 3
Z9 3
U1 1
U2 7
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1756-669X
EI 1756-6703
J9 INT J QUAL SERV SCI
JI Int. J. Qual. Serv. Sci.
PY 2017
VL 9
IS 3-4
SI SI
BP 425
EP 440
DI 10.1108/IJQSS-02-2017-0013
PG 16
WC Management
SC Business & Economics
GA FJ9JW
UT WOS:000413093900014
DA 2020-02-20
ER

PT J
AU Hanafizadeh, P
   Ravasan, AZ
AF Hanafizadeh, Payam
   Ravasan, Ahad Zare
TI An investigation into the factors influencing the outsourcing decision
   of e-banking services A multi-perspective framework
SO JOURNAL OF GLOBAL OPERATIONS AND STRATEGIC SOURCING
LA English
DT Article
DE Organization; Technology; Partial least squares; e-banking service; IT
   outsourcing decision
ID TECHNOLOGY ACCEPTANCE MODEL; INFORMATION-TECHNOLOGY;
   ABSORPTIVE-CAPACITY; TRANSACTION COST; USER ACCEPTANCE; PERCEIVED EASE;
   ADOPTION; DETERMINANTS; BUSINESS; IMPACT
AB Purpose - This paper aims to provide an in-depth analysis toward understanding the critical factors in affecting information technology outsourcing (ITO) decision in the context of e-banking services in Iran. Within the recent decades, outsourcing IT processes and services as a strategic decision has been widely adopted throughout industries. In this regard, scholars have investigated a wide range of factors influencing ITO decision in various contexts.
   Design/methodology/approach - This research examines a conceptual model that shows impacts of different attributes including technological, organizational and environmental on the Iranian banks' ITO decision. To validate the research hypotheses, the partial least squares (PLS) technique for data analysis, is utilized.
   Findings - The results of this study derived from the theoretical discussion of hypotheses illustrated that 9 of 11 assumed factors (i.e. perceived tangible benefits, perceived intangible benefits, perceived risks, perceived information security/privacy, complete contract establishment capability, making strong trustworthy relationship capability, uncertainty in business requirements, external pressure and market maturity) influence ITO decision in the target industry. The findings also confirmed that the size of the bank and competitors' absorptive capacity did not exert any influence on their service outsourcing decision.
   Research limitations/implications - The sampling was confined to experts in the banking industry. Also, the results of this study reflect Iranian perspective. Consequently, generalization based on this sample would be interpreted cautiously and a limitation of the context should be kept in mind.
   Originality/value - Insights into policymaking for suitable drivers to outsource e-banking services in the context of a less developed country are the main outcomes of the current research.
C1 [Hanafizadeh, Payam; Ravasan, Ahad Zare] Allameh Tabatabai Univ, Dept Ind Management, Tehran, Iran.
RP Hanafizadeh, P (reprint author), Allameh Tabatabai Univ, Dept Ind Management, Tehran, Iran.
EM hanafizadeh@gmail.com
RI Ravasan, Ahad Zare/M-5321-2017; Hanafizadeh, Payam/AAB-6850-2020
OI Ravasan, Ahad Zare/0000-0002-9477-0676; Hanafizadeh,
   Payam/0000-0002-5233-987X
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NR 107
TC 3
Z9 3
U1 0
U2 20
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2398-5364
J9 J GLOB OPER STRATEG
JI J. Glob. Oper. Strateg. Sourc.
PY 2017
VL 10
IS 1
BP 67
EP 89
DI 10.1108/JGOSS-05-2016-0016
PG 23
WC Management
SC Business & Economics
GA FI7LJ
UT WOS:000412177900004
DA 2020-02-20
ER

PT J
AU Wahyuni, S
   Fitriani, N
AF Wahyuni, Sri
   Fitriani, Nani
TI Brand religiosity aura and brand loyalty in Indonesia Islamic banking
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Islamic market segmentation; Islamic marketing; Brand loyalty; The
   muslim consumer; Brand personality; Brand religiosity aura; Brand bond
ID CUSTOMER SATISFACTION; CONSUMER ATTITUDES; ATTACHMENT STYLES; MODERATING
   ROLE; PERSONALITY; LUXURY; ANTECEDENTS; COMMITMENT; RETENTION; VALIDITY
AB Purpose - Brand loyalty reveals about such important issues as brand personality and brand bond. This study mainly examines the influence of brand aura on brand loyalty management. The study aims to inform strategic aspects of brand aura. The authors conduct an analysis of prominent brands of sharia commercial brand saving product in Indonesia.
   Design/methodology/approach - This study is an exploratory research, using sample of 277 respondents of Islamic bank customers in five major cities in Indonesia (Semarang, Yogyakarta, Surabaya, Bandung and Jakarta). The data were analyzed using structural equation modeling (SEM) technique with AMOS (analysis of moment structure) program to examine the influence of brand religiosity aura toward brand loyalty.
   Findings - The finding reveals the importance of brand aura as valuable moderating dimension of brand personality and brand bond relationship. The study found brand religiosity aura as a valuable determinant in the marketing strategies for Indonesia Islamic banking. Brand religiosity aura contributed to the development of the concept of marketing management through its impact to the positive attitude of Islamic banking saving customers.
   Research limitations/implications - The authors describe conclusion with a consideration of the findings' implications for conceptualizing future researchs and practicing brand managers.
   Originality/value - This study originates in conceptualizing the brand religiosity aura to mediate the brand personality and brand emotional attachment in brand management and marketing management as well as to increase brand loyalty.
C1 [Wahyuni, Sri] Asian Banking Finance & Informat Inst Perbanas, Dept Econ & Business, Jakarta, Indonesia.
   [Fitriani, Nani] Asian Banking Finance & Informat Inst Perbanas, Dept Management, Jakarta, Indonesia.
RP Wahyuni, S (reprint author), Asian Banking Finance & Informat Inst Perbanas, Dept Econ & Business, Jakarta, Indonesia.
EM sri.wahyuni@perbanas.id
RI Fitriani, Nani/G-3025-2016
OI Fitriani, Nani/0000-0001-9746-0000
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NR 60
TC 4
Z9 4
U1 0
U2 5
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PY 2017
VL 8
IS 3
BP 361
EP 372
DI 10.1108/JIMA-06-2015-0044
PG 12
WC Business
SC Business & Economics
GA FI6AQ
UT WOS:000412071200003
DA 2020-02-20
ER

PT J
AU Mahdzan, NS
   Zainudin, R
   Au, SF
AF Mahdzan, Nurul Shahnaz
   Zainudin, Rozaimah
   Au, Sook Fong
TI The adoption of Islamic banking services in Malaysia
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Financial services; Advertisements and promotions to Muslims; Islamic
   marketing; The Muslim consumer; Islamic financial services marketing;
   Islamic banking; Diffusion of innovation; Perceived attributes
ID INNATE CONSUMER INNOVATIVENESS; PERSONAL CHARACTERISTICS; PRODUCT
   ADOPTION; PAKISTAN; BEHAVIOR
AB Purpose - The purpose of this paper is to examine the level of understanding of Islamic banking concepts and the factors that influence Islamic banking adoption in Malaysia, based on Rogers' (1983; 2003) Diffusion of Innovation. Specifically, the impact of perceived attributes and other variables (understanding, consumer innovativeness and bank personnel's professionalism) on Islamic banking adoption is examined.
   Design/methodology/approach - A quantitative approach using a sample of 200 working MBA students in a leading public university in Malaysia was used. The instrument used was a self-administered questionnaire survey.
   Findings - The level of understanding of various Islamic banking concepts is below average. A logistic regression reveals that the understanding of Islamic banking concepts and perceived advantage significantly influences the adoption of Islamic banking services.
   Research limitations/implications - The small sample size of 200 individuals may render the findings ungeneralizable. Future studies may use a larger sample from across Malaysia and incorporate other independent variables, such as religiosity and Islamic financial literacy.
   Practical implications - The Malaysian government can provide tax incentives and conduct educational roadshows on Islamic banking. Educating prospective consumers on the advantages of Islamic banking as opposed to conventional banking would provide more objective benefits that would boost the adoption of Islamic banking.
   Originality/value - The results of this paper will be useful for Islamic financial institutions to increase their marketing and promotional efforts to keep pace with stiff competition within the industry.
C1 [Mahdzan, Nurul Shahnaz; Zainudin, Rozaimah] Univ Malaya, Fac Business & Accountancy, Dept Finance & Banking, Kuala Lumpur, Malaysia.
   [Au, Sook Fong] Agrobank, Kuala Lumpur, Malaysia.
RP Mahdzan, NS (reprint author), Univ Malaya, Fac Business & Accountancy, Dept Finance & Banking, Kuala Lumpur, Malaysia.
EM n_shahnaz@um.edu.my
RI Mahdzan, Nurul Shahnaz/B-9441-2010; Mahdzan, Nurul Shahnaz/M-9161-2019;
   ZAINUDIN, ROZAIMAH/B-9626-2010
OI Mahdzan, Nurul Shahnaz/0000-0003-4700-9654; Mahdzan, Nurul
   Shahnaz/0000-0003-4700-9654; 
FU University of Malaya under the Equitable Society Research Cluster (ESRC)
   [RP015D-13SBS]
FX The authors would like to acknowledge the financial support provided by
   University of Malaya under the Equitable Society Research Cluster (ESRC)
   research grant RP015D-13SBS.
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NR 60
TC 4
Z9 4
U1 2
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PY 2017
VL 8
IS 3
BP 496
EP 512
DI 10.1108/JIMA-08-2015-0064
PG 17
WC Business
SC Business & Economics
GA FI6AQ
UT WOS:000412071200011
DA 2020-02-20
ER

PT J
AU Arcand, M
   PromTep, S
   Brun, I
   Rajaobelina, L
AF Arcand, Manon
   PromTep, Sandrine
   Brun, Isabelle
   Rajaobelina, Lova
TI Mobile banking service quality and customer relationships
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Satisfaction; Relationship quality; Trust; Commitment; Bank marketing;
   Mobile service quality
ID MULTIPLE-ITEM SCALE; WORD-OF-MOUTH; INTERNET BANKING; USER ACCEPTANCE;
   ONLINE TRUST; CONSUMER PERCEPTIONS; INTEGRATIVE MODEL; INITIAL TRUST;
   SATISFACTION; INFORMATION
AB Purpose - The purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship (commitment, trust and satisfaction) between consumers and their primary financial institution.
   Design/methodology/approach - An online survey was conducted using a sample of 375 respondents, all owners of a mobile device and all accustomed to conducting banking activities on mobile platforms. Results were analyzed using structural modeling techniques (EQS 6.1).
   Findings - Findings confirm that trust significantly and positively impacts commitment/satisfaction. Mobile banking service quality dimensions also influence trust and commitment/satisfaction. Trust is associated with security/privacy and practicity (regarded as utilitarian factors), while commitment/satisfaction is driven by enjoyment and sociality (dimensions more hedonic by nature). No link is found between interface design and either trust or commitment/satisfaction.
   Originality/value - This study contributes to bank marketing theory since it is the first to demonstrate how key mobile banking service quality dimensions drive customer perceptions of relationship quality. In doing so, this research extends beyond mobile adoption (short term) by addressing customer engagement with financial institutions and issues relating to relationship quality (long term). Regarding managerial implications, findings signal to marketers in the financial services industry the importance of not underestimating the power of hedonic factors (sociality and enjoyment) when developing mobile platforms. These dimensions are often overlooked in the banking industry, a sector in which consumers are believed to be mostly driven by utilitarian motives.
C1 [Arcand, Manon; PromTep, Sandrine; Rajaobelina, Lova] Univ Quebec Montreal, Dept Mkt, Ecole Sci Gest, Montreal, PQ, Canada.
   [Brun, Isabelle] Univ Moncton, Dept Adm, Moncton, NB, Canada.
RP Arcand, M (reprint author), Univ Quebec Montreal, Dept Mkt, Ecole Sci Gest, Montreal, PQ, Canada.
EM arcand.manon@uqam.ca
FU Financial Services Management Chair
FX The authors would like to thank the Financial Services Management Chair
   for their financial support in funding the data collection.
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NR 135
TC 13
Z9 13
U1 1
U2 37
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 7
SI SI
BP 1066
EP 1087
DI 10.1108/IJBM-10-2015-0150
PG 22
WC Business
SC Business & Economics
GA FH7ET
UT WOS:000411347200002
DA 2020-02-20
ER

PT J
AU Glavee-Geo, R
   Shaikh, AA
   Karjaluoto, H
AF Glavee-Geo, Richard
   Shaikh, Aijaz Ahmed
   Karjaluoto, Heikki
TI Mobile banking services adoption in Pakistan: are there gender
   differences?
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Pakistan; Developing country; Gender; Technology acceptance model;
   Theory of planned behavior; Mobile banking adoption
ID TECHNOLOGY ACCEPTANCE MODEL; SELF-EFFICACY; INFORMATION-TECHNOLOGY;
   BEHAVIORAL INTENTION; ELECTRONIC COMMERCE; USER ACCEPTANCE; ONLINE TAX;
   EXTENSION; USAGE; ATTITUDES
AB Purpose - The purpose of this paper is to provide a comprehensive insight into the deciding factors affecting an individual's intention to adopt mobile banking (m-banking) services in Pakistan.
   Design/methodology/approach - A survey approach was used with a sample of 189 responses from across Pakistan. Multi-group analysis was performed in order to detect gender differences among men and women in the process of adopting m-banking.
   Findings - The paper found support for the positive effect of perceived behavioral control (PBC) and attitudes (ATT) toward m-banking adoption intentions. Significant differences between men and women were found to affect subjective norms (SN) on adoption intention, even though the combined sample of men and women was insignificant. The effect of SN on m-banking adoption is stronger for women than for men. Interestingly, the paper provides contradictory findings on the role of PBC on adoption intention. The effect of PBC on m-banking adoption intention was found to be significantly stronger for men than for women.
   Practical implications - The results present implications of consumer behavior and marketing communication for bank marketing. Although men and women do not differ in their ATT toward m-banking service adoption in general, the succinct nuance between men and women in terms of the influence of SN and PBC with adoption intention calls for a strategic reorientation of how men and women as consumers of m-banking services should be appropriately segmented, targeted and communicated. The formulation of marketing strategies to target potential consumers and to reinforce the usefulness of m-banking to existing consumers should not be "one size fits all." The marketing of m-banking services to segments of men and women should be approached strategically in order to increase adoption rates in developing/emerging economies.
   Originality/value - This is the first study on m-banking services adoption in Pakistan to examine the role of gender in the innovation adoption process. The differences between the two genders and the insightful results that we found in our study help shed light on the uniqueness of the context. This study is also one of the first to test a combined technology acceptance model and theory of planned behavior model in the context of m-banking adoption in a developing country using a variance-based modeling technique.
C1 [Glavee-Geo, Richard] Aalesund Univ Coll, Fac Int Business, Alesund, Norway.
   [Shaikh, Aijaz Ahmed] Univ Jyvaskyla, Dept Mkt, Jyvaskyla, Finland.
   [Karjaluoto, Heikki] Univ Jyvaskyla, Dept Mkt, Sch Business & Econ, Jyvaskyla, Finland.
RP Shaikh, AA (reprint author), Univ Jyvaskyla, Dept Mkt, Jyvaskyla, Finland.
EM aiahshai@jyu.fi
RI Karjaluoto, Heikki/M-4488-2014
OI Karjaluoto, Heikki/0000-0002-5696-7355
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NR 97
TC 14
Z9 14
U1 5
U2 16
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 7
SI SI
BP 1088
EP 1112
DI 10.1108/IJBM-09-2015-0142
PG 25
WC Business
SC Business & Economics
GA FH7ET
UT WOS:000411347200003
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Sahoo, D
   Pillai, SS
AF Sahoo, Debjani
   Pillai, Sreejesh S.
TI Role of mobile banking servicescape on customer attitude and engagement
   An empirical investigation in India
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Marketing; India; Engagement; Consumer attitudes; E-commerce; Mobile
   banking; Servicescape
ID WORLD-WIDE-WEB; CONSUMER ACCEPTANCE; PURCHASE INTENTIONS; MEASUREMENT
   ERROR; ATMOSPHERIC CUES; PAYMENT SERVICES; ONLINE; ADOPTION; MODEL;
   INTERNET
AB Purpose - The purpose of this paper is to examine the potential influence of the mobile banking (M banking) servicescape on customer attitude and engagement. The stimulus-organism-response framework was adapted to formulate a conceptual model, in which the M banking servicescape was modelled as an antecedent (stimulus) of customer attitudes towards M banking (organism), in turn directing customer behaviour (response), namely, customer engagement.
   Design/methodology/approach - A web-based survey of 345 M banking users was conducted to gather data. The structural equation modelling technique was employed to analyse the conceptual model and test the proposed set of hypotheses.
   Findings - The results of data analyses showed that M banking servicescape is a strong predictor of customer attitude towards M banking, which then influences customer engagement. The findings also demonstrate that customer attitudes towards M banking mediate both the M banking servicescape and engagement.
   Originality/value - The extension of servicescape literature from the physical to the online context of M banking provides a notable new realm in which academicians can extend the current paradigms. This study also enhances understanding of potential improvements to customer attitude towards and engagement with M banking.
C1 [Sahoo, Debjani] ICFAI Fdn Higher Educ Univ, Dept Mkt, ICFAI Business Sch, Hyderabad, Andhra Pradesh, India.
   [Pillai, Sreejesh S.] Cochin Univ Sci & Technol, Sch Management Studies, Cochin, Kerala, India.
RP Pillai, SS (reprint author), Cochin Univ Sci & Technol, Sch Management Studies, Cochin, Kerala, India.
EM sreejeshibs@gmail.com
RI s, Sreejesh/AAC-9300-2019
OI s, Sreejesh/0000-0002-0861-1303
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NR 89
TC 7
Z9 7
U1 4
U2 35
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 7
SI SI
BP 1113
EP 1130
DI 10.1108/IJBM-09-2015-0144
PG 18
WC Business
SC Business & Economics
GA FH7ET
UT WOS:000411347200004
DA 2020-02-20
ER

PT J
AU Sampaio, CH
   Ladeira, WJ
   Santini, FD
AF Sampaio, Claudio Hoffmann
   Ladeira, Wagner Junior
   Santini, Fernando De Oliveira
TI Apps for mobile banking and customer satisfaction: a cross-cultural
   study
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Service failure; Customer satisfaction; Mobile banking; Perceived
   justice; Apps for online banking
ID STRUCTURAL EQUATION MODELS; WORD-OF-MOUTH; UNCERTAINTY-AVOIDANCE;
   PERCEIVED JUSTICE; UNOBSERVABLE VARIABLES; COMPLAINT BEHAVIOR; CONSUMER
   ADOPTION; SERVICE QUALITY; INTERNET; ANTECEDENTS
AB Purpose - By specifically focussing on the use of mobile banking apps, the purpose of this paper is to examine how perceived justice moderates the relationship between the benefits offered by mobile banking and the consequences of satisfaction with mobile banking. This research employs a model in which mobile banking offers comprehensive benefits, satisfaction and consequences that favour mobile banking; in addition, the model also tests the moderating role of perceived justice and uncertainty avoidance in this context.
   Design/methodology/approach - This survey study was conducted among bank customers who suffered service failure with certain mobile banking apps. The surveys were collected in three different countries: Brazil, India and the USA. A total of 383 questionnaires were collected. Confirmatory factor analysis and structural equation modelling were applied to analyse and test the hypotheses of this study.
   Findings - The results indicate that the benefits offered by mobile banking are positively related to customer satisfaction. Additionally, three consequences of customer satisfaction were analysed: trust, loyalty and positive word-of-mouth. Regarding the context of service failure, the influence of offered benefits on customer satisfaction was significantly different between customers with high and low perceived justice. Uncertainty avoidance (Brazil, USA and India) was not a significant moderator in this study.
   Practical implications - The model can be useful for banks to understand perceived justice. Additionally, managers can use the study's results to develop strategies to better serve customers.
   Originality/value - The main contribution is to extend previous research on the benefits offered by mobile banking and the consequences of satisfaction with mobile banking, which includes studies on service failure and perceived justice.
C1 [Sampaio, Claudio Hoffmann] Pontificia Univ Catolica Rio Grande do Sul, Postgrad Program Adm, Porto Alegre, RS, Brazil.
   [Ladeira, Wagner Junior] Univ Vale Rio dos Sinos, Postgrad Program Adm, Porto Alegre, RS, Brazil.
   [Santini, Fernando De Oliveira] Univ Vale Rio dos Sinos, Grad Sch, Porto Alegre, RS, Brazil.
RP Santini, FD (reprint author), Univ Vale Rio dos Sinos, Grad Sch, Porto Alegre, RS, Brazil.
EM santiniconsultores@terra.com.br
RI Sampaio, Claudio H/N-2556-2013
OI Sampaio, Claudio H/0000-0001-9943-1414
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NR 89
TC 9
Z9 9
U1 1
U2 12
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 7
SI SI
BP 1131
EP 1151
DI 10.1108/IJBM-09-2015-0146
PG 21
WC Business
SC Business & Economics
GA FH7ET
UT WOS:000411347200005
DA 2020-02-20
ER

PT J
AU Liebana-Cabanillas, F
   Alonso-Dos-Santos, M
   Soto-Fuentes, Y
   Valderrama-Palma, VA
AF Liebana-Cabanillas, F.
   Alonso-Dos-Santos, M.
   Soto-Fuentes, Y.
   Valderrama-Palma, V. A.
TI Unobserved heterogeneity and the importance of customer loyalty in
   mobile banking
SO TECHNOLOGY ANALYSIS & STRATEGIC MANAGEMENT
LA English
DT Article
DE Mobile banking; customer loyalty; satisfaction; use; trust
ID STRUCTURAL EQUATION MODELS; CONSUMER ACCEPTANCE; USER ACCEPTANCE;
   INFORMATION; TECHNOLOGY; TRUST; SATISFACTION; ADOPTION; RISK; VALIDITY
AB This study presents an empirical research which main purpose is to determine the variables with drive loyalty of mobile banking users, to segment consumers and to explain the causes. A self-administered online survey was used to collect data later assessed through partial least squares analysis. The partial least squares-prediction-oriented segmentation methodology evidenced unobserved heterogeneity. Also, the most significant variables within each segment were revealed through an importance-performance map analysis. This general model shows that the current banking usage and satisfaction have a positive impact on customer loyalty. Three different segments were obtained according to banking usage, ease of use and utility variables. Satisfaction turned out critical in all cases. Research was conducted in only one country (Chile). Thus, limited in size but large enough for the PLS analysis. The conclusions and managerial implications provide alternatives and strategies for banking entities so they will need to approach satisfaction measurement and enhancement systems alongside discriminatory variables to increase trust, utility and ease of use in every segment. As of today, customer segmentation in mobile banking was based on a priori partitions. This new approach does not depend on sample distribution, it rather determines unobserved heterogeneity. In addition, this research also evaluates current mobile banking usage.
C1 [Liebana-Cabanillas, F.] Univ Granada, Dept Mkt & Market Res, Campus Cartuja, Granada, Spain.
   [Alonso-Dos-Santos, M.] Univ Catolica Santisima Concepcion, Adm Dept, St Alonso Ribera 2850, Concepcion 4090541, Chile.
   [Soto-Fuentes, Y.] Univ Catolica Santisima Concepcion, Concepcion, Chile.
   [Valderrama-Palma, V. A.] Univ Catolica Santisima Concepcion, Commercial Engn, Concepcion, Chile.
RP Liebana-Cabanillas, F (reprint author), Univ Granada, Dept Mkt & Market Res, Campus Cartuja, Granada, Spain.
EM franlieb@ugr.es
RI Liebana-Cabanillas, F./I-1063-2015; Santos, Manuel Alonso
   Dos/B-8578-2016
OI Santos, Manuel Alonso Dos/0000-0001-9681-7231; LIEBANA-CABANILLAS,
   FRANCISCO/0000-0002-3255-0651
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   Tenenhaus M., 2004, P 42 SIS SCI M, P739
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   Venkatesh V, 2000, MANAGE SCI, V46, P186, DOI 10.1287/mnsc.46.2.186.11926
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   Yang ZL, 2004, PSYCHOL MARKET, V21, P799, DOI 10.1002/mar.20030
NR 60
TC 4
Z9 4
U1 4
U2 26
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0953-7325
EI 1465-3990
J9 TECHNOL ANAL STRATEG
JI Technol. Anal. Strateg. Manage.
PY 2017
VL 29
IS 9
BP 1015
EP 1032
DI 10.1080/09537325.2016.1262021
PG 18
WC Management; Multidisciplinary Sciences
SC Business & Economics; Science & Technology - Other Topics
GA FH8ZP
UT WOS:000411495400004
DA 2020-02-20
ER

PT J
AU Srivastava, M
   Luthia, M
AF Srivastava, Mala
   Luthia, Mahesh
TI CONTEMPORARY CONCEPTUALIZATION OF CUSTOMER ORIENTATION IN INDIAN BANKING
   AND FINANCIAL SERVICES
SO SMART-JOURNAL OF BUSINESS MANAGEMENT STUDIES
LA English
DT Article
DE Customer Orientation; Sales Behaviours; Salesperson; Consultative
   Selling
ID ORGANIZATIONAL COMMITMENT; SALES PERFORMANCE; IMPACT; SKILLS; SCALE
AB Changing approaches to marketing and selling of products and services, have brought into focus customer-oriented behaviour of sales people. Especially when the product involves demonstration of higher product knowledge, combined with the ability to help customers to meet their needs. The research empirically addresses the problem of determining the behaviour, which must be manifested in salesperson's customer orientation to support functional and relational outcomes. The objective of this research is to determine specific salesperson behaviour, from a competency perspective, in the context of a service setting of banking and financial services and present a contemporary conceptualization. By integrating existing stream of studies and perception of sales people involved in selling financial products and services, the authors outline the behaviour and present a new conceptualization of customer orientation. The practical application is to help managers understand the behaviour that salespeople need, to develop sales team, facilitating customer relationships, leading to higher sales performance.
C1 [Srivastava, Mala] IIM Kashipur, Kashipur, Uttarakhand, India.
   [Luthia, Mahesh] NMIMS, Mumbai, Maharashtra, India.
RP Luthia, M (reprint author), NMIMS, Mumbai, Maharashtra, India.
EM mailmaheshluthia@gmail.com
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NR 35
TC 0
Z9 0
U1 0
U2 2
PU SCIENTIFIC MANAGEMENT & ADVANCED RESEARCH TRUST
PI TIRUCHIRAPPALLI
PA 150 KALYASUNDARAM NAGAR, AIRPORT POST OFFICE, TIRUCHIRAPPALLI, 620 007,
   INDIA
SN 0973-1598
EI 2321-2012
J9 SMART-J BUS MANAG ST
JI SMART-J. Bus. Manag. Stud.
PD JAN-JUN
PY 2017
VL 13
IS 1
BP 19
EP 26
DI 10.5958/2321-2012.2017.00003.3
PG 8
WC Management
SC Business & Economics
GA FI2ZQ
UT WOS:000411824200004
DA 2020-02-20
ER

PT J
AU Chan, KR
   Tsang, LN
   Chen, J
AF Chan, Kara
   Tsang, Lennon
   Chen, Jie
TI Marketing bank services to youth in China
SO YOUNG CONSUMERS
LA English
DT Article
DE Qualitative methods; Service quality; Consumer perceptions; Marketing
   promotions; Financial services marketing; Brand reputation
ID ATTRIBUTES
AB Purpose - The purpose of this paper is to explore the banking experiences and awareness of marketing efforts of banks among youth in mainland China.
   Design/methodology/approach - Four focus-group interviews were conducted. A convenience sample of 26 participants aged 17 to 20 years was recruited in Laiwu, Shandong, a medium-sized city in China. They were asked to report experiences that could illustrate good and bad banking services. They were also asked to recall bank marketing promotions.
   Findings - Participants' perceived service quality of banks was determined by staff attitude, service delivery, physical environment and comparison of user experience. The marketing communication activities they recalled most frequently included product placements, advertising slogans, entertaining commercials and co-branding with online games.
   Research limitations/implications - The findings were based on a non-probability sample. The study also did not differentiate between personal experience and indirect experience with family and friends. Similar studies can be conducted in large cities or in rural China to compare banking experiences in different social economic settings. Further studies can be designed using quantitative methodology to measure the importance of various factors in influencing perceptions of service quality. Online banking experience can also be studied in the future.
   Practical implications - Banks in China can enhance their competitiveness and brand reputation through raising the professionalism of their front-line staff, improving efficiency and transparency and streamlining the service process. Banks can make contacts with youth through offline and online promotional activities, such as co-branding with popular online games.
   Originality/value - This is the first study on banking services among youth conducted in a medium-sized city in China.
C1 [Chan, Kara] Hong Kong Baptist Univ, Dept Commun Studies, Kowloon Tong, Hong Kong, Peoples R China.
   [Tsang, Lennon] Hong Kong Baptist Univ, Sch Commun, Kowloon, Hong Kong, Peoples R China.
   [Chen, Jie] UNSW Australia Business Sch, Sch Econ, Sydney, NSW, Australia.
RP Chan, KR (reprint author), Hong Kong Baptist Univ, Dept Commun Studies, Kowloon Tong, Hong Kong, Peoples R China.
EM karachan@hkbu.edu.hk
OI Chan, Kara/0000-0001-9805-7299
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NR 35
TC 1
Z9 1
U1 0
U2 8
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1758-7212
EI 1747-3616
J9 YOUNG CONSUM
JI Young Consum.
PY 2017
VL 18
IS 3
BP 278
EP 289
DI 10.1108/YC-03-2017-00672
PG 12
WC Business
SC Business & Economics
GA FG2RT
UT WOS:000409965900005
DA 2020-02-20
ER

PT J
AU Larsson, A
   Viitaoja, Y
AF Larsson, Anthony
   Viitaoja, Yamit
TI Building customer loyalty in digital banking A study of bank staff's
   perspectives on the challenges of digital CRM and loyalty
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE CRM; Banking; Relationship marketing; Customer loyalty; Information
   asymmetry; Digitalization
ID SERVICE QUALITY; SATISFACTION; WEBSITE; IMPACT; INFORMATION;
   PERFORMANCE; MANAGEMENT; INTERACTIVITY; TRANSACTION; INTENTIONS
AB Purpose - The purpose of this paper is to investigate the perceptions among representatives from various established major Swedish banks in how they experienced the digitalisation process and its impact on customer relations.
   Design/methodology/approach - Data were gathered through a series of semi-structured in-depth interviews with managers representing different banks with profound insight in the banks' digitalisation process and its effects on customer relations/satisfaction and digitalisation.
   Findings - The results showed that half of the respondents experienced the same area posing the greatest challenge. This was rooted in the perceived insecurity around what the bank assumed to know about its customers' proficiency and experiences, and what the customers appeared to actually know.
   Research limitations/implications - This study was conducted as an Interpretative Phenomenological Analysis (IPA) study of various major Swedish banks, which may limit the external validity of its results. Other limitations are also discussed in the paper.
   Practical implications - By identifying the aspects of a digital banking that bank managers perceive to be more advantageous or challenging towards cultivating the relationship with its customers, bank managers should garner an awareness of being able to more effectively develop appropriate strategies in addressing the bank's customers.
   Originality/value - The area is vastly under-researched. The study contributes to the literature of digital channels and its perceived effects on customer loyalty from a managerial perspective. The results show that some of the present customer loyalty theory needs to be revised in order to accommodate for the era of digitalisation.
C1 [Larsson, Anthony] Karolinska Inst, Dept Learning Informat Management & Eth, Stockholm, Sweden.
   [Viitaoja, Yamit] Stockholms Univ, Foretagsekon Inst, Stockholm Business Sch, Stockholm, Sweden.
RP Larsson, A (reprint author), Karolinska Inst, Dept Learning Informat Management & Eth, Stockholm, Sweden.
EM anthony.larsson@ki.se
RI Larsson, Anthony/O-7461-2017
OI Larsson, Anthony/0000-0002-4494-2505
CR Accenture, 2015, BANK SHAP CUST
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NR 113
TC 3
Z9 3
U1 3
U2 48
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 6
BP 858
EP 877
DI 10.1108/IJBM-08-2016-0112
PG 20
WC Business
SC Business & Economics
GA FF3ZR
UT WOS:000408864900001
DA 2020-02-20
ER

PT J
AU Abu Saleh, M
   Quazi, A
   Keating, B
   Gaur, SS
AF Abu Saleh, Md
   Quazi, Ali
   Keating, Byron
   Gaur, Sanjaya S.
TI Quality and image of banking services: a comparative study of
   conventional and Islamic banks
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Service quality; Banks; Image; Islam; Quantitative techniques
ID CUSTOMER SATISFACTION; CONSUMER PERCEPTIONS; DOMINANCE ANALYSIS;
   CORPORATE IMAGE; PERCEIVED VALUE; MODEL; LOYALTY; RETENTION; CULTURE
AB Purpose - Bank customers' perceptions of service quality and service image of Islamic banks may differ from those of conventional banks. The purpose of this paper is to examine the differing perceptions of customers of Islamic and conventional banking systems in an emerging market, which has rarely been addressed and adds to the body of knowledge on this topic. This study also re-examines the SERVQUAL model of customer banking services to measure their impact on customer satisfaction and loyalty.
   Design/methodology/approach - The study uses responses from a randomly drawn sample of 229 customers from conventional banks and 225 customers from Islamic banks operating in Bangladesh using a structured questionnaire. SPSS and structural equation modeling techniques were employed as statistical tools for data analysis.
   Findings - Overall, the examined service quality dimensions wield varying effects on client satisfaction mediated through the perceived image of banking services. Islamic bank customers' perceptions of the level of reliability, responsiveness, security and reputation were significantly higher than those of conventional banks.
   Research limitations/implications - This study enhances our understanding of how Islamic banking practices differ from those of conventional banking in terms of service quality and image-related factors. More specifically, the findings of this research explain consumers' perceived assessment of satisfaction and loyalty in a comparative research setting.
   Originality/value - No prior studies have addressed the impact of the individual service quality dimensions on image factors in the context of conventional and Islamic banking in an emerging market, Bangladesh.
C1 [Abu Saleh, Md] Univ Canberra, Dept Management, Canberra, ACT, Australia.
   [Quazi, Ali] Univ Canberra, Canberra, ACT, Australia.
   [Keating, Byron] Australian Natl Univ, Canberra, ACT, Australia.
   [Gaur, Sanjaya S.] Sunway Univ, Dept Mkt, Business Sch, Petaling Jaya, Malaysia.
RP Abu Saleh, M (reprint author), Univ Canberra, Dept Management, Canberra, ACT, Australia.
EM abu.saleh@canberra.edu.au
RI Gaur, Sanjaya/AAC-9504-2020
OI Keating, Byron/0000-0003-4864-7789
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NR 94
TC 6
Z9 6
U1 1
U2 16
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 6
BP 878
EP 902
DI 10.1108/IJBM-08-2016-0111
PG 25
WC Business
SC Business & Economics
GA FF3ZR
UT WOS:000408864900002
DA 2020-02-20
ER

PT J
AU Kaabachi, S
   Ben Mrad, S
   Petrescu, M
AF Kaabachi, Souheila
   Ben Mrad, Selima
   Petrescu, Maria
TI Consumer initial trust toward internet-only banks in France
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE France; Banking; Trust; Reputation; Internet-only banks
ID MOBILE BANKING; E-COMMERCE; WEB SITE; EMPIRICAL-EXAMINATION; INTEGRATED
   MODEL; ONLINE; ADOPTION; TECHNOLOGY; CHANNELS; IMPACT
AB Purpose - The purpose of this paper is to investigate internet-only banks' (IOBs) adoption by French consumers and attempt to understand the factors that influence consumers' initial trust in this type of service.
   Design/methodology/approach - A non-probability convenience sample of potential IOBs adopters from France was used to test a structural equation model that analyzed the antecedents of initial trust and usage intentions of IOBs.
   Findings - The study shows that trust is a major influencer in IOBs' adoption in France. It has also been found that consumer familiarity with internet banking, high perceived structural assurance, perceived website quality, bank reputation and relative advantage are critical factors influencing IOBs' initial trust formation.
   Research limitations/implications - This study shows the applicability of the initial trust-building model in the context of IOBs and underlines the importance of factors such as familiarity, reputation and perceived quality in the context of online banking services in France.
   Practical implications - This paper provides e-banking companies with the most important factors that contribute to build the initial trust of customers. E-banks need to focus on making themselves known and promoting their brand more effectively through advertising and advocacy.
   Originality/value - This study contributes significantly to the marketing research related to consumer trust and brand reputation, as well as to the electronic banking literature. The results show the importance of initial trust in the context of services and the main factors that influence it, including a key branding variable such as reputation. The paper also focuses on the IOBs' adoption in France, a market understudied compared to the USA, and seeks to understand the mechanisms associated with the initial formation of French consumers' trust toward it.
C1 [Kaabachi, Souheila] European Business Sch, Dept Mkt, Paris, France.
   [Ben Mrad, Selima] Nova Southeastern Univ, Dept Mkt, Ft Lauderdale, FL 33314 USA.
   [Petrescu, Maria] Nova Southeastern Univ, Huizenga Coll Business & Entrepreneurship, Ft Lauderdale, FL 33314 USA.
RP Petrescu, M (reprint author), Nova Southeastern Univ, Huizenga Coll Business & Entrepreneurship, Ft Lauderdale, FL 33314 USA.
EM mpetresc@nova.edu
RI Petrescu, Maria/AAC-6002-2020
OI Petrescu, Maria/0000-0002-4261-6773
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NR 98
TC 9
Z9 9
U1 1
U2 16
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 6
BP 903
EP 924
DI 10.1108/IJBM-09-2016-0140
PG 22
WC Business
SC Business & Economics
GA FF3ZR
UT WOS:000408864900003
DA 2020-02-20
ER

PT J
AU Clemente-Ricolfe, JS
AF Clemente-Ricolfe, Jose-Serafin
TI Consumer perceptions of online banking in Spain using netnography: a
   positioning story
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Commercial banks; Internet banking; Consumer perception; Netnography;
   Digital consumer banking
ID INTERNET BANKING; ELECTRONIC BANKING; MOBILE BANKING; CUSTOMERS;
   SATISFACTION; CHANNELS; ADOPTION; NONADOPTERS; CHALLENGES; EXPERIENCE
AB Purpose - The purpose of this paper is to determine the current positioning of online banking in Spain.
   Design/methodology/approach - Netnography, a new technique for obtaining information.
   Findings - The collection and analysis of 261 valid messages from two online consumer portals enables us to observe the existence of two competitor groups and two types of attributes. On the one hand, consumers perceive online banking as competitors depending on their size; and on the other hand, negative (or positive) aspects are compensated (or accepted) as a result of greater (or lesser) profitability. This means that different forms of value creation are offered with online banking clients.
   Originality/value - The methodology used represents an innovative way to determine the positioning of online banking and could be extended to other digital products.
C1 [Clemente-Ricolfe, Jose-Serafin] Univ Politecn Valencia, Valencia, Spain.
RP Clemente-Ricolfe, JS (reprint author), Univ Politecn Valencia, Valencia, Spain.
EM jocleri1@upv.es
RI CLEMENTE-RICOLFE, JOSE-SERAFIN/F-8788-2016
OI CLEMENTE-RICOLFE, JOSE-SERAFIN/0000-0002-3962-3876
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NR 69
TC 1
Z9 1
U1 1
U2 13
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 6
BP 966
EP 982
DI 10.1108/IJBM-08-2016-0113
PG 17
WC Business
SC Business & Economics
GA FF3ZR
UT WOS:000408864900006
OA Green Published
DA 2020-02-20
ER

PT J
AU Amoako, GK
   Anabila, P
   Effah, EA
   Kumi, DK
AF Amoako, George Kofi
   Anabila, Peter
   Effah, Ebenezer Asare
   Kumi, Desmond Kwadjo
TI Mediation role of brand preference on bank advertising and customer
   loyalty A developing country perspective
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Ghana; Brand preference; Advertising; Banking industry; Customer loyalty
ID SATISFACTION; ANTECEDENTS; ATTITUDE; IMPACT
AB Purpose - The purpose of this paper is to investigate the mediating role of brand preference on the relationship between bank advertising and customer loyalty in Ghana's banking industry.
   Design/methodology/approach - A total number of 600 respondents participated in the study. Convenient sampling technique was employed to select a cross-section of customers from the universal banks currently operating in Ghana. Structural equation modeling technique of PLS was used to test the nature of relationships in the research hypotheses.
   Findings - The study found a significant positive relationship between advertising effectiveness and brand preference. Also, there is a significant positive relationship between advertising and customer loyalty. Again, there is a significant positive relationship between brand preference and customer loyalty. Finally, brand preference positive mediates the relationships between advertising and customer loyalty.
   Practical implications - The study provides a useful guide to strategy and policy formulation in marketing communication by establishing the potential viability of advertising strategy in bank marketing and its potential to generate brand preference and customer loyalty.
   Originality/value - The study has practical implication for, and relevance not only to the banking industry communication strategy but also the entire financial services industry.
C1 [Amoako, George Kofi; Anabila, Peter; Effah, Ebenezer Asare] Cent Univ, Dept Mkt, Accra, Ghana.
   [Kumi, Desmond Kwadjo] DAL Consultancy Co Ltd, Accra, Ghana.
RP Amoako, GK (reprint author), Cent Univ, Dept Mkt, Accra, Ghana.
EM gkamoako@gmail.com
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NR 74
TC 0
Z9 0
U1 0
U2 5
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 6
BP 983
EP 996
DI 10.1108/IJBM-07-2016-0092
PG 14
WC Business
SC Business & Economics
GA FF3ZR
UT WOS:000408864900007
DA 2020-02-20
ER

PT J
AU Makanyeza, C
AF Makanyeza, Charles
TI Determinants of consumers' intention to adopt mobile banking services in
   Zimbabwe
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Consumer behaviour; Innovation adoption; Behavioural intention;
   Technology adoption; Zimbabwe; Mobile banking
ID INFORMATION-TECHNOLOGY; CUSTOMER SATISFACTION; INTERNET BANKING; USER
   ACCEPTANCE; PERCEIVED VALUE; ONLINE; EASE
AB Purpose - The purpose of this paper is to investigate the determinants of consumers' intention to adopt mobile banking services in Zimbabwe.
   Design/methodology/approach - A survey of 232 bank customers was conducted in Chinhoyi, Zimbabwe, using a structured questionnaire with Likert-type questions. Customers were randomly intercepted as they walked out of five major banks. Structural equation modelling, independent-samples t-test and one-way ANOVA were used to test research hypotheses.
   Findings - The study found that perceived usefulness, perceived self-efficacy, social influence, relative advantage and perceived compatibility all have a positive effect, whilst perceived risk has a negative effect on behavioural intention to adopt mobile banking services in Zimbabwe. Perceived ease of use, facilitating conditions, perceived complexity, perceived trialability, awareness-knowledge and demographic factors (gender, age, education and income) did not significantly influence behavioural intention to adopt mobile banking. Perceived ease of use was found to positively influence perceived usefulness, while perceived self-efficacy was found to have a positive effect on perceived ease of use. Behavioural intention was found to positively influence usage of mobile banking services in Zimbabwe.
   Research limitations/implications - Data were collected from bank customers in Chinhoyi, one of the emerging towns in Zimbabwe. Future research should be expanded to include other major cities in Zimbabwe and other countries. More similar studies should be conducted to test the factors identified in literature in different contexts and markets and on other innovations.
   Practical implications - The study advises banks to pay particular attention to perceived usefulness, perceived self-efficacy, social influence, relative advantage, perceived compatibility and perceived risk when designing new mobile banking services.
   Originality/value - There is not a unified position regarding factors influencing mobile banking adoption. Factors vary with contexts, markets, time and types of innovations. The study tested some major factors identified in literature in the context of Zimbabwe.
C1 [Makanyeza, Charles] Chinhoyi Univ Technol, Dept Mkt, Chinhoyi, Zimbabwe.
RP Makanyeza, C (reprint author), Chinhoyi Univ Technol, Dept Mkt, Chinhoyi, Zimbabwe.
EM cmakanyeza@yahoo.co.uk
RI Makanyeza, Charles/AAE-8091-2019
OI Makanyeza, Charles/0000-0003-1020-7665
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NR 61
TC 6
Z9 6
U1 1
U2 16
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 6
BP 997
EP 1017
DI 10.1108/IJBM-07-2016-0099
PG 21
WC Business
SC Business & Economics
GA FF3ZR
UT WOS:000408864900008
DA 2020-02-20
ER

PT J
AU Ratkovic, M
   Pavlovic, M
   Andelkovic, M
AF Ratkovic, Milijanka
   Pavlovic, Marko
   Andelkovic, Maja
TI Comparative Analysis of Customer Satisfaction in Postal and Banking
   Services
SO INTERNATIONAL REVIEW
LA English
DT Article
DE Consumer Behavior; Satisfaction; Expectations; Perceptions; Servqual
   Model; Post Office and Bank
AB The goal of this study is a comparative analysis of customer satisfaction towards postal and banking services in Serbia. In addition, this paper should provide guidance on how managements of the Post Office and the Bank should behave on the market. The survey was conducted throughout the whole Serbian territory. The subject of the research is to measure the perception of postal and banking services, in order to assess the quality of services and the impact of expectations on the level of perceived quality. Testing and final conclusions about the level of quality of postal and banking services was carried out on the basis of the existing literature and modified SERVQUAL model.
C1 [Ratkovic, Milijanka; Pavlovic, Marko; Andelkovic, Maja] Fac Business & Law, Belgrade, Serbia.
RP Ratkovic, M (reprint author), Fac Business & Law, Belgrade, Serbia.
EM milijanka.ratkovic@fpsp.edu.rs; markopavlovic82@mts.rs;
   maja.andjelkovic@fpsp.edu.rs
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NR 22
TC 1
Z9 1
U1 0
U2 6
PU FAC BUSINESS ECONOMICS & ENTREPRENEURSHIP
PI BELGRADE
PA VOJVDE VLAHOVICA STR NO 35B, BELGRADE, 00000, SERBIA
SN 2217-9739
J9 INT REV
JI Int. Rev.
PY 2017
IS 1-2
BP 108
EP 120
PG 13
WC Economics
SC Business & Economics
GA FF1JT
UT WOS:000408656500012
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Vejacka, M
AF Vejacka, Martin
TI SOCIAL MEDIA MARKETING IN COMPARISON WITH OTHER FORMS OF MARKETING IN
   THE SLOVAK BANKING SECTOR
SO MARKET-TRZISTE
LA English
DT Article
DE social media; social media marketing; banking; perception; comparison
ID TECHNOLOGY ACCEPTANCE MODEL; RETAIL BANKING; BRAND COMMUNITY; ONLINE
   BANKING; CONSUMER; PERSPECTIVE; ADOPTION; TWITTER; IMPACT
AB Purpose - Social media have become an important marketing tool in recent years, used for marketing purposes by Slovak banks besides other forms of communication. A comparison of social media marketing perception by banks' customers on the Slovak market with other forms of marketing, examined across age groups, will be the main aim of this paper.
   Design/Methodology/Approach - This investigation was conducted using a questionnaire survey with self-assessment statements, rated on a five-point Likert scale to compare the perception of items influencing the decision whether to use a bank or its services. The results were presented using descriptive statistics, z-scores, top two box scores, the Kruskal-Wallis test, the Mann-Whitney test, and Pearson's correlation.
   Findings and implications - A relatively low level of perceived influence of social media marketing compared to those in other forms of marketing was detected in the process of decision-making about the adoption of a bank and its services. Higher levels of perceived influence were detected mainly in younger groups of respondents.
   Limitations - These results give only a basic overview of the customer perception of social media marketing in comparison with other forms used in the Slovak banking market. Deeper relations between various forms of marketing and their perceptions might be investigated. The results have low explanatory power because of the limited sample size.
   Originality - The investigation of the clients' social media marketing perception and its comparison with the perception of other marketing forms used in the Slovak banking market, including age-related differences, has not been conducted before.
C1 [Vejacka, Martin] Tech Univ Kosice, Fac Econ, Nemcovej 32, Kosice 04001, Slovakia.
RP Vejacka, M (reprint author), Tech Univ Kosice, Fac Econ, Nemcovej 32, Kosice 04001, Slovakia.
EM martin.vejacka@tuke.sk
RI Vejacka, Martin/N-6824-2019
OI Vejacka, Martin/0000-0002-9761-7597
CR Alter D., 2014, FACEBOOK IS LOOKING
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NR 49
TC 0
Z9 0
U1 1
U2 7
PU CROMAR
PI TRZISTE
PA CROMAR, TRZISTE, 00000, CROATIA
SN 0353-4790
EI 1849-1383
J9 MARK-TRZ
JI Mark.-Trz.
PY 2017
VL 29
IS 1
BP 23
EP 38
DI 10.22598/mt/2017.29.1.23
PG 16
WC Business
SC Business & Economics
GA FE0XE
UT WOS:000407942200003
OA DOAJ Gold, Green Published
DA 2020-02-20
ER

PT J
AU Hamzah, ZL
   Lee, SP
   Moghavvemi, S
AF Hamzah, Zalfa Laili
   Lee, Siew Peng
   Moghavvemi, Sedigheh
TI Elucidating perceived overall service quality in retail banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Trust; Reputation; Customer satisfaction; Perceived overall service
   quality
ID CUSTOMER SATISFACTION; CORPORATE REPUTATION; CONSUMER SATISFACTION;
   BEHAVIORAL INTENTIONS; DOMINANCE ANALYSIS; INTERNET BANKING; ISLAMIC
   BANKS; E-COMMERCE; LOYALTY; TRUST
AB Purpose - The purpose of this paper is to examine the dimensions of service quality (SERVQUAL) from the perspective of the customers and its relationships with perceived overall SERVQUAL in retail banking and also investigate the relationships between perceived overall SERVQUAL and customer trust, customer satisfaction, and bank reputation.
   Design/methodology/approach - A survey questionnaire was constructed, and data were collected from 375 regular customers of local banks. The convenience sampling method was employed to collect data from existing customers of local banks operating in the Klang Valley area of Malaysia. Structural equation modelling was applied to analyse the data.
   Findings - The results of the study indicate four key dimensions of SERVQUAL - tangibles, empathy, reliability and security, and internet banking - all of which are significantly and positively related to customers' perceived overall SERVQUAL. Internet banking facilities are another significant determinant of the perceived overall SERVQUAL. The results are indicative of the strong and positive effect upon customer satisfaction, their trust in the bank, and, finally, a bank's reputation.
   Research limitations/implications - This study has presented and tested empirical study of perceived overall SERVQUAL model in the banking industry, particularly in the Malaysian context. This research identified the dimensions of SERVQUAL (i.e. tangibles, empathy, reliability and security, and internet banking) that influence the overall perceived SERVQUAL, and how these overall perceptions will eventually influence customer trust, customer satisfaction, and bank reputation is valid and reliable in retail banking industry. This study, however, only focussed on the banking industry. Given the diversity of the service industry, these findings may have to be tested for the applicability to different service industries in future studies.
   Practical implications - This research is useful to bank managers as it helps them improve SERVQUAL to protect and expand their respective market share in a highly competitive industry. Banks could utilise the results of this study to improve their service tangibility, empathy, reliability, and security, which will affect both customer trust and satisfaction, and enhance a bank's reputation.
   Social implications - The findings of specific dimensions of SERVQUAL will contribute to customer perception of banks' image and reputation, and strengthen trust and satisfaction. Moreover, assisting customers towards the understanding of how they should received high quality of services with regard to quality should be perceived as emphatic, reliable, secured and tangibility of service.
   Originality/value - The findings of this study highlight the specific dimensionalities of SERVQUAL in influencing the perceived overall SERVQUAL. This study will increase the understanding on the impact of perceived overall SERVQUAL on consumer trust, customer satisfaction, and a bank's reputation. Specifically, it reports an empirical study of a model of perceived overall SERVQUAL that simultaneously considers the direct effects of perceived overall SERVQUAL on customer trust, customer satisfaction and bank reputation.
C1 [Hamzah, Zalfa Laili] Univ Malaya, Dept Mkt, Fac Business & Accountancy, Kuala Lumpur, Malaysia.
   [Lee, Siew Peng] Univ Tunku Abdul Rahman, Dept Econ, Petaling Jaya, Malaysia.
   [Moghavvemi, Sedigheh] Univ Malaya, Dept Operat & Management Informat Syst, Kuala Lumpur, Malaysia.
RP Hamzah, ZL (reprint author), Univ Malaya, Dept Mkt, Fac Business & Accountancy, Kuala Lumpur, Malaysia.
EM zalfa@um.edu.my
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NR 112
TC 6
Z9 6
U1 3
U2 19
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 5
SI SI
BP 781
EP 804
DI 10.1108/IJBM-12-2015-0204
PG 24
WC Business
SC Business & Economics
GA FC6RY
UT WOS:000406970300003
DA 2020-02-20
ER

PT J
AU Badawi, THK
   Tjahjono, HK
   Muafi
AF Badawi
   Tjahjono, H. K.
   Muafi
TI THE ROLE OF CORPORATE REPUTATION MODERATION OF BANKING SERVICES
SO POLISH JOURNAL OF MANAGEMENT STUDIES
LA English
DT Article
DE justice; complaint handling; corporate reputation; and customer
   satisfaction with service recovery
AB The purpose of this research is to test and analyze the role of corporate reputation moderation towards satisfaction with service recovery in the industrial banking. This research uses a credit customer in six major banks in the West Java Province, Indonesia with the technique of accidental sampling. Statistic technique uses structural equation modeling (SEM). Result of this research shows that (1) distributive justice, procedural, interpersonal, and informational on the complaint handing is able to increase satisfaction with service recovery (2) corporate reputation moderates the effect of distributive justice, procedural, and informational towards customer satisfaction with service recovery, but not moderates the effect of interpersonal justice on the customer satisfaction with service recovery. Research theory contribution shows that the importance of customer behavior on satisfaction with service recovery can use justice approach which is a behavioral strategy of satisfaction with service recovery on service and can be implemented in banking services industry.
C1 [Badawi] Univ Muhammadiyah Cirebon, Dept Management, Kedawung, Indonesia.
   [Tjahjono, H. K.] Univ Muhammadiyah Yogyakarta, Dept Management, Fac Econ, Yogyakarta, Indonesia.
   [Muafi] Univ Islam Indonesia, Dept Management, Fac Econ, Yogyakarta, Indonesia.
RP Muafi (reprint author), Univ Islam Indonesia, Dept Management, Fac Econ, Yogyakarta, Indonesia.
EM muafi@uii.ac.id
RI , Muafi/Q-3004-2019
OI Muafi, Muafi/0000-0002-5078-4670
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NR 46
TC 7
Z9 7
U1 0
U2 4
PU CZESTOCHOWA UNIV TECHNOLOGY
PI CZESTOCHOWA
PA FAC MANAGEMENT, UL ARMII KRAJOWEJ 19B, CZESTOCHOWA, 42-201, POLAND
SN 2081-7452
J9 POL J MANAG STUD
JI Pol. J. Manag. Stud.
PY 2017
VL 15
IS 1
BP 15
EP 25
DI 10.17512/pjms.2017.15.1.02
PG 11
WC Management
SC Business & Economics
GA EZ8PV
UT WOS:000404990100002
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Harsono, S
   Widyantoro, H
   Prawitowati, T
   Rahmat, B
AF Harsono, S.
   Widyantoro, H.
   Prawitowati, T.
   Rahmat, B.
TI THE DEVELOPMENT OF SERVICE QUALITY MODEL AS A CRITERION IN SELECTING THE
   BANKS IN INDOENSIA
SO POLISH JOURNAL OF MANAGEMENT STUDIES
LA English
DT Article
DE S-OCB; benefits sought; service quality; satisfaction; loyalty
AB This study aims to investigate the effect of service quality, service-oriented organizational citizenship behavior (S-OCB) and benefits sought on customer satisfaction and loyalty. A total of 449 banking customers participate in this study. Sampling technique is conducted using convenience sampling method, while the data analysis is done using Partial Least Square (PLS) approach. The results of this study provide insights to the banking practitioners on how customers select a particular bank and how customers give ratings to all aspects of the services provided by the bank to its customers. It is expected that the results of this study can be used to establish various policies for the improvement of the service quality and S-OCB.
C1 [Harsono, S.; Widyantoro, H.; Prawitowati, T.; Rahmat, B.] STIE Perbanas, Dept Management, Surabaya, Indonesia.
RP Harsono, S (reprint author), STIE Perbanas, Dept Management, Surabaya, Indonesia.
EM soni@perbanas.ac.id
OI Harsono, Soni/0000-0002-3871-6034
CR Al Dalaeen B., 2016, INT J BUSINESS MANAG, V7
   Brady M. K., 2001, J MARKETING, V65
   CRONIN JJ, 1992, J MARKETING, V56, P55, DOI 10.2307/1252296
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   Kumar YLN, 2014, J MANAGEMENT RES, V13
   Mokhlis S., 2009, EUROPEAN J EC FINANC, P16
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   Rust R. T., 1994, SERVICE QUALITY NEW
   Sandhu H.S., 2011, INT J BUSINESS SOCIA, V2
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   Zeithaml V. A., 2000, SERVICES MARKETING I
   Zeithaml VA, 1996, J MARKETING, V60, P31, DOI 10.2307/1251929
NR 18
TC 2
Z9 2
U1 0
U2 0
PU CZESTOCHOWA UNIV TECHNOLOGY
PI CZESTOCHOWA
PA FAC MANAGEMENT, UL ARMII KRAJOWEJ 19B, CZESTOCHOWA, 42-201, POLAND
SN 2081-7452
J9 POL J MANAG STUD
JI Pol. J. Manag. Stud.
PY 2017
VL 15
IS 2
BP 82
EP 92
DI 10.17512/pjms.2017.15.2.08
PG 11
WC Management
SC Business & Economics
GA EZ8QI
UT WOS:000404991500008
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Ismail, W
   Sheriff, NM
AF Ismail, W.
   Sheriff, N. M.
TI THE EFFECT OF INTERNAL MARKETING ON ORGANIZATIONAL COMMITMENT: AN
   EMPIRICAL STUDY IN BANKING SECTOR IN YEMEN
SO POLISH JOURNAL OF MANAGEMENT STUDIES
LA English
DT Article
DE internal marketing; organizational commitment; banking sector; Yemen
AB This study aimed to examine the influence of internal marketing on organizational commitment among Yemeni banks. The study adopted internal marketing factors comprised of different dimensions namely vision, development, rewards, empowerment and internal communication as the independent variable. Meanwhile, the dependent variable comprised of different dimensions of organizational commitment including normative commitment, affective commitment and continuance commitment. The study employed a survey questionnaire for data collection, distributed to 407 Yemeni banks. Data obtained was analyzed through the use of descriptive statistics and exploratory factor analysis. Additionally, the structural equation modeling was used for the data analysis. The obtained results showed that internal marketing significantly affected organizational commitment with the path coefficient value being 0.928, indicating that the employees' organizational commitment among the banks is impacted by the internal marketing provided by the banks. With regards to the model fit, its examination showed that the value of fit statistics (CFI = 0.99, GFI = 0.98 and RMSEA = 0.042), based on the results, internal marketing has a positive impact on organizational commitment at (p = 0.026 p < 0.01), indicating that the study hypothesis is supported. Lastly, the study contributed to the internal marketing factors and its positive impact on organizational commitment among Yemeni banks.
C1 [Ismail, W.; Sheriff, N. M.] Univ Teknol MARA, Fac Business & Management, Shah Alam, Malaysia.
RP Ismail, W (reprint author), Univ Teknol MARA, Fac Business & Management, Shah Alam, Malaysia.
EM waddah200@yahoo.com; nooraini@salam.uitm.edu.my
CR Abzari M., 2011, INT J MARKETING STUD, V3
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NR 37
TC 1
Z9 1
U1 0
U2 7
PU CZESTOCHOWA UNIV TECHNOLOGY
PI CZESTOCHOWA
PA FAC MANAGEMENT, UL ARMII KRAJOWEJ 19B, CZESTOCHOWA, 42-201, POLAND
SN 2081-7452
J9 POL J MANAG STUD
JI Pol. J. Manag. Stud.
PY 2017
VL 15
IS 1
BP 88
EP 98
DI 10.17512/pjms.2017.15.1.09
PG 11
WC Management
SC Business & Economics
GA EZ8PV
UT WOS:000404990100009
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Puriwat, W
   Tripopsakul, S
AF Puriwat, W.
   Tripopsakul, S.
TI THE IMPACT OF E-SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY IN
   MOBILE BANKING USAGE: CASE STUDY OF THAILAND
SO POLISH JOURNAL OF MANAGEMENT STUDIES
LA English
DT Article
DE E service quality; customer satisfaction and loyalty; mobile banking;
   Thailand
AB The purpose of this study is to investigate the influence of e service quality toward customer satisfaction and customer loyalty in mobile banking services. At present, mobile technology increasingly plays more important roles in daily life. Mobile banking (M-banking) has a noticeably growth rate in accordance to the growing number of mobile device users. Commercial banks compete to develop their mobile banking application to be more efficient, convenient, user friendly, and secure for customers. This study includes 432 samples of Thai mobile banking users in 2015, and SEM is used to investigate the impact of e service quality on customer satisfaction and loyalty. The finding showed that overall e service quality significantly affects customer satisfaction and loyalty. Trust, reliability, and responsiveness are the first, second, and third important dimensions to explain e service quality. This study provides insights to researchers, practitioners and managers on the significance of electronic service quality for customer satisfaction and loyalty. Furthermore, each dimension of electronic service quality differently influence to a mobile banking strategic implementation.
C1 [Puriwat, W.] Chulalongkorn Univ, Chulalongkorn Business Sch, Bangkok, Thailand.
   [Tripopsakul, S.] Bangkok Univ, Sch Entrepreneurship & Management, Bangkok, Thailand.
RP Tripopsakul, S (reprint author), Bangkok Univ, Sch Entrepreneurship & Management, Bangkok, Thailand.
EM Wilert@cbs.chula.ac.th; Suchart.t@bu.ac.th
CR Angelova B., 2011, INT J ACAD RES BUSIN, V1
   Awang Z., 2015, SEM MADE SIMPLE GENT
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   Zeithaml V. A., 2002, J ACAD MARKETING SCI, V30
NR 35
TC 2
Z9 2
U1 1
U2 17
PU CZESTOCHOWA UNIV TECHNOLOGY
PI CZESTOCHOWA
PA FAC MANAGEMENT, UL ARMII KRAJOWEJ 19B, CZESTOCHOWA, 42-201, POLAND
SN 2081-7452
J9 POL J MANAG STUD
JI Pol. J. Manag. Stud.
PY 2017
VL 15
IS 2
BP 183
EP 193
DI 10.17512/pjms.2017.15.2.17
PG 11
WC Management
SC Business & Economics
GA EZ8QI
UT WOS:000404991500017
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Benjarongrat, P
   Neal, M
AF Benjarongrat, Pichate
   Neal, Mark
TI Exploring the service profit chain in a Thai bank
SO ASIA PACIFIC JOURNAL OF MARKETING AND LOGISTICS
LA English
DT Article
DE Customer satisfaction; Customer engagement; Internal branding;
   Convenience; Courtesy; Service profit chain
ID CUSTOMER ENGAGEMENT BEHAVIOR; WORD-OF-MOUTH; CONSUMER PERCEPTIONS;
   SHOPPING MALLS; MARKET SHARE; SATISFACTION; QUALITY; RETENTION;
   COMMITMENT; MANAGEMENT
AB Purpose - The purpose of this paper is to explore the service profit chain (SPC) in a Thai bank, to identify which service features customers understand to be most important in their customer satisfaction and engagement. Through this it is intended to evaluate and refine the SPC model.
   Design/methodology/approach - The research involved two phases: a qualitative inductive process of interviews with bank customers to identify what they considered to be the most important aspects of service in their own customer satisfaction/engagement; second, a survey phase, which theoretically developed these aspects of service, and operationalized them as variables for testing in a refined SPC model.
   Findings - The key service features for customers in their satisfaction and engagement were found to be convenience, courtesy, competence and internal branding. All had positive relationships with customer satisfaction/customer engagement. Customer engagement/satisfaction were further found to correlate with customer retention and acquisition. Interestingly, whereas all four service variables correlated with customer engagement and satisfaction, two of the variables - courtesy and internal branding - had stronger relationships with customer engagement.
   Practical implications - The inductive modeling and refinement of the SPC approach can be employed in different companies and cultural contexts to identify which features of service are most important to customers in influencing their customer satisfaction/engagement.
   Originality/value - This is the first study to use/evaluate the SPC approach in the Thai banking context; the first to use inductive methods to identify relationships between service features and customer satisfaction/engagement; and the first to examine courtesy, competence, convenience and internal branding in a holistic model with customer satisfaction/engagement and customer retention/acquisition.
C1 [Benjarongrat, Pichate] Asian Inst Technol, Sch Management, Khlong Nung, Thailand.
   [Neal, Mark] Univ London, Sch Oriental & African Studies, London, England.
RP Neal, M (reprint author), Univ London, Sch Oriental & African Studies, London, England.
EM markneal100@gmail.com
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NR 89
TC 5
Z9 5
U1 3
U2 9
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1355-5855
EI 1758-4248
J9 ASIA PAC J MARKET LO
JI Asia Pac. J. Market. Logist.
PY 2017
VL 29
IS 2
BP 432
EP 452
DI 10.1108/APJML-03-2016-0061
PG 21
WC Business
SC Business & Economics
GA EZ5FT
UT WOS:000404739600012
DA 2020-02-20
ER

PT J
AU Altaf, M
   Iqbal, N
   Mokhtar, SSM
   Sial, MH
AF Altaf, Mohsin
   Iqbal, Naveed
   Mokhtar, Sany Sanuri Mohd.
   Sial, Maqbool Hussain
TI Managing consumer-based brand equity through brand experience in Islamic
   banking
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Islamic banking; Consumer-based brand equity; Brand experiences;
   Measurement invariances
ID MEASUREMENT INVARIANCE; CUSTOMER SATISFACTION; SCALE DEVELOPMENT;
   SERVICE QUALITY; MODEL; LOYALTY; EQUIVALENCE; ANTECEDENTS; PERCEPTIONS;
   PERSPECTIVE
AB Purpose - The purposes of the study are to investigate the role of brand experience in the generation of consumer-based brand equity (CBBE) in Islamic banking and to identify the important components of brand equity, in light of Aaker (1991) and Keller (1993), who combined effect on brand loyalty to effectively manage CBBE in Islamic banking.
   Design/methodology/approach - Paper and pencil technique was used to collect data from the consumers of Islamic banking products. In total, 365 respondents were finally considered for data analysis. Convenient sampling technique was used to collect data. Correlation, multiple regression and hierarchical regression techniques were used with the aid of SPSS and AMOS to analyse the data.
   Findings - The results show that perceived quality, brand image, brand experience, brand loyalty and brand awareness are positively associated and have a significant influence on overall brand equity. Based on the results, the study concludes that perceived quality is an important variable in the management of CBBE in Islamic banking to improve overall brand equity. Hence, it is concluded that perceived quality, brand experience and brand image are the most important focusing areas from CBBE in the management of Islamic banks' brand equity and cannot be undervalued.
   Practical implications - The research findings illustrate the importance of brand experience and effects of overall brand equity dimensions in the process of building strong brand equity of Islamic banks. Therefore, this research has implications not only for experiential marketing but also for human resource managers and brand managers. The scope of the present study is limited only to the consumers of Islamic banks products of Malaysia and Pakistan.
   Originality/value - Brand management literature focused on the components of brand equity model and its importance in creating overall brand equity. Previous studies are yet to investigate the combined effect of brand equity components (perceived quality, brand awareness, brand image and brand loyalty) to manage overall brand equity. Therefore, the present research fills the gap by investigating the combination of best brand equity components that are very effective to manage brand loyalty and overall brand equity. Second, this study investigates the impact of brand experience on CBBE components in Islamic banking which has not been tested before in Islamic banking.
C1 [Altaf, Mohsin; Mokhtar, Sany Sanuri Mohd.] Univ Utara Malaysia, Sch Business Management, Sintok, Malaysia.
   [Iqbal, Naveed] Univ Sargodha, Dept Business Adm, Sargodha, Pakistan.
   [Sial, Maqbool Hussain] Univ Sargodha, Fac Management & Adm Sci, Dept Business Adm, Sargodha, Pakistan.
RP Altaf, M (reprint author), Univ Utara Malaysia, Sch Business Management, Sintok, Malaysia.
EM mohsin.iltaf@gmail.com
RI Altaf, Mohsin/A-9874-2012
OI Altaf, Mohsin/0000-0002-7377-7801
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NR 104
TC 4
Z9 4
U1 1
U2 10
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PY 2017
VL 8
IS 2
BP 218
EP 242
DI 10.1108/JIMA-07-2015-0048
PG 25
WC Business
SC Business & Economics
GA EZ2SX
UT WOS:000404561700004
DA 2020-02-20
ER

PT J
AU Izogo, EE
   Reza, A
   Ogba, IE
   Oraedu, C
AF Izogo, Ernest Emeka
   Reza, Abdi
   Ogba, Ike-Elechi
   Oraedu, Chukwunonso
TI Determinants of relationship quality and customer loyalty in retail
   banking Evidence from Nigeria
SO AFRICAN JOURNAL OF ECONOMIC AND MANAGEMENT STUDIES
LA English
DT Article
DE Nigeria; Customer loyalty; Expertise; Information sharing; Customer
   orientation; Relationship quality
ID SERVICE QUALITY; PLS-SEM; ANTECEDENTS; TRUST; SATISFACTION; COMMITMENT;
   CONSEQUENCES; ORIENTATION; INTENTION; FRAMEWORK
AB Purpose - The purpose of this paper is to explore the determinants of relationship quality (hereafter referred to as RQ) and its impact on customer loyalty within an emerging retail banking market through a dual-lens theory.
   Design/methodology/approach - The research informants were recruited from a city in South-eastern Nigeria. A quantitative data obtained through bank-intercept method and online survey from 332 customers of retail banking services formed the final database. The proposed model and by implication the research hypotheses were tested using partial least squares structural equation modelling procedure.
   Findings - The results show that customer orientation, expertise and information sharing are stimulus factors that directly influence the constructs of RQ (i.e. trust and satisfaction and indirectly influence customer loyalty through the constructs of RQ. The paper also demonstrates that the stimulus factors are direct predictors of consumers' response. The proposed model explained 49 per cent of the total variance in customer loyalty.
   Research limitations/implications - Customer orientation, expertise and information sharing are stimulus factors that improve RQ and customer loyalty. However, the explanatory power of the proposed model is modest. Future research should therefore integrate other determinants of RQ.
   Practical implications - The paper provides clear insights into how retail bank managers operating in a very competitive and emerging market can improve RQ and subsequently attract customer loyalty.
   Originality/value - The paper contributes to the growing body of stimulus-organism-response (S-O-R) literature within the retail environment by exploring unique stimulus and organism variables from an emerging retail banking market perspective. Additionally, by showing that the stimulus factors are direct predictors of consumers' response, the paper challenged the existing tenets of the S-O-R framework and deepened the current understanding of the model. The paper also contributes to the social exchange theory by demonstrating how the components of RQ mediate the antecedents and consequences of the construct.
C1 [Izogo, Ernest Emeka; Ogba, Ike-Elechi; Oraedu, Chukwunonso] Ebonyi State Univ, Dept Mkt, Fac Management Sci, Abakaliki, Nigeria.
   [Reza, Abdi] Univ Bradford, Sch Management, Bradford, W Yorkshire, England.
RP Izogo, EE (reprint author), Ebonyi State Univ, Dept Mkt, Fac Management Sci, Abakaliki, Nigeria.
EM ernyemmy@gmail.com
RI Oraedu, Chukwunonso/E-4959-2018
OI Oraedu, Chukwunonso/0000-0001-5834-6133
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NR 71
TC 2
Z9 2
U1 0
U2 7
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2040-0705
EI 2040-0713
J9 AFR J ECON MANAG STU
JI Afr. J. Econ. Manag. Stud.
PY 2017
VL 8
IS 2
BP 186
EP 204
DI 10.1108/AJEMS-01-2016-0011
PG 19
WC Economics
SC Business & Economics
GA EW9ZO
UT WOS:000402878100006
DA 2020-02-20
ER

PT J
AU Ong, KS
   Nguyen, B
   Alwi, SFS
AF Ong, Khian Sin
   Nguyen, Bang
   Alwi, Sharifah Faridah Syed
TI Consumer-based virtual brand personality (CBVBP), customer satisfaction
   and brand loyalty in the online banking industry
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Malaysia; Customer satisfaction; Brand loyalty; Consumer-based virtual
   brand personality; Online branding
ID IMPACT; CULTURE; CONTEXT; IMAGE; CONSEQUENCES; ANTECEDENTS; EXPERIENCE;
   MEDIATION; FRAMEWORK; TALKING
AB Purpose - The purpose of this paper is to develop and test a consumer- based virtual brand personality (CBVBP) concept by examining its sub-dimensions in the context of online banking, thus extending existing brand personality research. In addition, it examines the relationship between CBVBP with customer satisfaction and brand loyalty.
   Design/methodology/approach - A survey method was employed and data were collected from 219 online banking users in Malaysia. A series of hypotheses were tested using both multiple and hierarchical regression analyses to determine the direct and mediating effects of CBVBP, customer satisfaction and brand loyalty.
   Findings - The dimensions that comprise CBVBP are found to include Excitement, Sophistication and Competence. These dimensions help online bankers to strategise, communicate and position their online banking sites better in order to compete against other online banking services. The study confirmed positive relationships between CBVBP, customer satisfaction and brand loyalty. Specifically, in the online banking context, customer satisfaction partially mediates the relationship between CBVBP and brand loyalty, extending the current understanding of online branding, consumer satisfaction and brand loyalty.
   Originality/value - The major contribution of this study lies in the development of the CBVBP concept and to study its direct and mediating effects with customer satisfaction and brand loyalty. The study emphasises the importance of measuring the virtual brand personality traits as part of an overall online banking brand strategy in the virtual environment in order to better understand how to position against competitors.
C1 [Ong, Khian Sin] Univ Malaya, Kuala Lumpur, Malaysia.
   [Nguyen, Bang] East China Univ Sci & Technol, Shanghai, Peoples R China.
   [Alwi, Sharifah Faridah Syed] Brunel Univ, Brunel Business Sch, Uxbridge, Middx, England.
RP Nguyen, B (reprint author), East China Univ Sci & Technol, Shanghai, Peoples R China.
EM bang.london@gmail.com
OI Nguyen, Bang/0000-0003-1969-9491
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NR 76
TC 5
Z9 5
U1 2
U2 25
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 3
BP 370
EP 390
DI 10.1108/IJBM-04-2016-0054
PG 21
WC Business
SC Business & Economics
GA EW6QN
UT WOS:000402635500003
DA 2020-02-20
ER

PT J
AU Kant, R
   Jaiswal, D
AF Kant, Rishi
   Jaiswal, Deepak
TI The impact of perceived service quality dimensions on customer
   satisfaction An empirical study on public sector banks in India
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Corporate image; Banking industry; Customer satisfaction; Structural
   equation modelling (SEM); Service quality dimensions; Indian public
   sectors banks (Indian PSBs)
ID LOYALTY; PERCEPTIONS; DRIVERS; SCALE; TRUST; IMAGE
AB Purpose - In the present competitive scenario in the Indian banking industry, service quality has become one of the most important facets of interest to academic researchers. The purpose of this paper is to determine the dimensions of perceived service quality and investigate their impact on customer satisfaction in the Indian banking context, with special reference to selected public sector banks in India.
   Design/methodology/approach - On the basis of the empirical study, the authors validate a measurement model using structural equation modeling for investigating the impact of perceived service quality dimensions on customer satisfaction. The study sample consists of 480 respondents in the National Capital Region (NCR) of India; the data were collected through a structured questionnaire utilizing a seven-point Likert scale while implementing a purposive sampling technique.
   Findings - The perceived service quality dimensions identified were tangibility, reliability, assurance, responsiveness, empathy, and image. The empirical findings revealed that "responsiveness" was found to be the most significant predictor of customer satisfaction. On the other hand, "image" (corporate image) has a positive but the least significant relationship with customer satisfaction followed by all other constructs. The exception is "reliability," which is insignificantly related to customer satisfaction in Indian public sector banks.
   Research limitations/implications - The study cannot be generalized in the context of Indian banking sectors, as it only focused on the public sector. The findings of this study suggest that the six dimensions of perceived service quality model are a suitable instrument for evaluating bank service quality for public banks in India. Therefore, bank managers can use this model to assess the bank service quality in the context of Indian public sector banks.
   Originality/value - There is dearth of research focusing on corporate image as a dimension of perceived service quality and its effect on customer satisfaction in the Indian banking context. Furthermore, similar studies were rarely found in the Indian context, especially within the public banking sector. Hence, this paper attempts to accomplish the research gap by empirically testing the satisfaction level of a large sample of the population in NCR toward six dimensions of perceived service quality rendered by selected public sector banks in India.
C1 [Kant, Rishi; Jaiswal, Deepak] Cent Univ Himachal Pradesh, Sch Business & Management Studies, Dept Mkt & Supply Chain Management, Dharmshala, India.
RP Jaiswal, D (reprint author), Cent Univ Himachal Pradesh, Sch Business & Management Studies, Dept Mkt & Supply Chain Management, Dharmshala, India.
EM djaiswal93@gmail.com
RI Jaiswal, Deepak/AAE-5771-2019
OI Jaiswal, Deepak/0000-0001-9125-787X
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NR 69
TC 8
Z9 8
U1 1
U2 35
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 3
BP 411
EP 430
DI 10.1108/IJBM-04-2016-0051
PG 20
WC Business
SC Business & Economics
GA EW6QN
UT WOS:000402635500005
DA 2020-02-20
ER

PT J
AU Makanyeza, C
   Chikazhe, L
AF Makanyeza, Charles
   Chikazhe, Lovemore
TI Mediators of the relationship between service quality and customer
   loyalty Evidence from the banking sector in Zimbabwe
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Zimbabwe; Banking; Service quality; Loyalty; Customer satisfaction;
   Image
ID PERCEIVED VALUE; CORPORATE IMAGE; SATISFACTION; PERCEPTIONS; CONTEXT;
   IMPACT; DIMENSIONS; MODEL
AB Purpose - There is a dearth of studies that have investigated mediators of the effect of service quality on customer loyalty under the conditions prevailing in Zimbabwe; where bank customers' confidence in the banking system has been dented by bank failures. Therefore, the purpose of this paper is to investigate the mediators of the effect of service quality on loyalty among bank customers in Zimbabwe.
   Design/methodology/approach - A cross-sectional survey of 310 bank customers was conducted in Chinhoyi, Zimbabwe. A questionnaire with Likert type questions was used to collect data. Customers were randomly intercepted as they walked out of five major banks. Structural equation modelling was used to test the proposed relationships.
   Findings - The study found that service quality, satisfaction and corporate image all have positive direct effects on loyalty. It was also found that satisfaction and corporate image all mediate the effect of service quality on loyalty.
   Research limitations/implications - The study was conducted in Chinhoyi, one of the emerging towns in Zimbabwe. There is a need to conduct more similar studies in other parts of the world in future in order to have a better understanding of this subject.
   Practical implications - Banks are advised to address issues to do with service quality, customer satisfaction and corporate image when designing marketing programmes intended to increase customer loyalty.
   Originality/value - Studies that have investigated mediators of the relationship between service quality and customer loyalty in banking environments such as in Zimbabwe are scarce. This study was conducted to address this knowledge gap. Relationships among customer loyalty and its antecedents are not likely to change due to conditions prevailing in a particular banking environment.
C1 [Makanyeza, Charles] Chinhoyi Univ Technol, Sch Entrepreneurship & Business Sci, Dept Mkt, Chinhoyi, Zimbabwe.
   [Chikazhe, Lovemore] Suddens Investments, Chinhoyi, Zimbabwe.
RP Makanyeza, C (reprint author), Chinhoyi Univ Technol, Sch Entrepreneurship & Business Sci, Dept Mkt, Chinhoyi, Zimbabwe.
EM cmakanyeza@yahoo.co.uk
RI Makanyeza, Charles/AAE-8091-2019
OI Makanyeza, Charles/0000-0003-1020-7665
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NR 78
TC 13
Z9 13
U1 3
U2 19
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 3
BP 540
EP 556
DI 10.1108/IJBM-11-2016-0164
PG 17
WC Business
SC Business & Economics
GA EW6QN
UT WOS:000402635500011
DA 2020-02-20
ER

PT J
AU Chawla, D
   Joshi, H
AF Chawla, Deepak
   Joshi, Himanshu
TI Consumer perspectives about mobile banking adoption in India - a cluster
   analysis
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE India; Perception; Mobile banking; Attitude; Cluster analysis; Intention
ID INTERNET BANKING; ONLINE BANKING; INFORMATION-TECHNOLOGY; ACCEPTANCE
   MODEL; CUSTOMERS; TRUST; PERCEPTIONS; RESISTANCE; CHANNELS; ADOPTERS
AB Purpose - The purpose of this paper is to identify which factors influence mobile banking adoption and examine those factors for segmentation, using a sample of Indian consumers.
   Design/methodology/approach - In total, 59 statements were identified based on a literature review, focus group discussions and personal interviews. Exploratory factor analysis was conducted to identify the relevant factors. An online survey of 367 mobile phone users in India was conducted. Confirmatory factor analysis was conducted using structural equation modeling. Appropriate statistical techniques (hierarchical cluster analysis, k-means cluster analysis) were used to segment the users. A profile of each segment was developed based on demographics, mobile banking services used, and attitude and intentions toward mobile banking. Further, a post hoc test was used to test the variation between the obtained clusters and user attitudes and intentions toward mobile banking. The demographic characteristics of users within each cluster were also examined.
   Findings - Mobile users were segmented into three clusters based on their perceptions of various factors influencing mobile banking. These segments were labeled as technology adoption (TA) leaders, TA followers and TA laggards. The results show that both attitude and intentions toward mobile banking significantly differs across the three segments. In terms of relative positioning, TA leaders have the most favorable attitudes and intentions followed by TA followers, and TA laggards. Age was found to significantly influence TA and usage.
   Research limitations/implications - The findings of the study are based on responses from young, educated and salaried Indian consumers from large metro cities. Therefore, it is important to include respondents from smaller cities and towns to be able to generalize the findings. The sample is skewed toward users having accounts with private banks and hence, a balanced representation of respondents from public and private sector banks would help in identifying gaps pertaining to each sector. In future research, attempting to compare the results with other developing and developed countries may be beneficial.
   Practical implications - The results offer service providers better knowledge about typical mobile banking user segments, providing banks with ideas for customizing their services to meet customer expectations.
   Originality/value - This paper provides insights into factors that influence mobile banking adoption in India, which has not been investigated. In contrast to earlier studies conducted on internet banking, this study attempts to examine the perceptions, attitudes and intentions of mobile users. Although traditional TA models and theories of technology diffusion have been used, this study attempts to tailor the model specifically for mobile banking.
C1 [Chawla, Deepak; Joshi, Himanshu] Int Management Inst, Dept Management, New Delhi, India.
RP Joshi, H (reprint author), Int Management Inst, Dept Management, New Delhi, India.
EM himanshu@imi.edu
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NR 46
TC 7
Z9 7
U1 3
U2 18
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 4
BP 616
EP 636
DI 10.1108/IJBM-03-2016-0037
PG 21
WC Business
SC Business & Economics
GA EW6QQ
UT WOS:000402635800004
DA 2020-02-20
ER

PT J
AU Gupta, A
   Arora, N
AF Gupta, Anil
   Arora, Neelika
TI Consumer adoption of m-banking: a behavioral reasoning theory
   perspective
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Consumer resistance; Innovation adoption; M-banking; Behavioural
   reasoning theory
ID MOBILE BANKING; INFORMATION-TECHNOLOGY; USER ACCEPTANCE; UNIFIED THEORY;
   INTERNET; EXPLANATION; INTENTIONS; RESISTANCE; INVARIANCE; ATTITUDES
AB Purpose - The purpose of this paper is to examine the relative influence of "reasons for" and "reasons against" adoption of mobile banking (m-banking) among Indian consumers.
   Design/methodology/approach - Using the framework of behavioral reasoning theory (BRT), hypothesized relationships between values, reasoning constructs, attitude and intentions were developed. The hypotheses were tested using a representative sample of data obtained from Indian banking consumers (n = 379). Confirmatory factor analysis and structural equation modeling were used to analyze the data.
   Findings - The findings indicate that both "reasons for" and "reasons against" have an influence on m-banking adoption. Among the "reasons for" m-banking adoption, ubiquitous is the major determinant, and among the "reasons against" m-banking adoption, tradition barrier is the major determinant. The findings also confirm that value of "openness to change" significantly influences reasons for adoption and has no impact on reasons against and attitude toward m-banking.
   Research limitations/implications - This study examines customers in only one context (i.e. India). Future research can examine samples in other countries so that the results can be generalized. Also the mediating role of demographic factors can be studied in future studies to predict m-banking adoption.
   Practical implications - The findings of this study emphasize the importance of examining both the pro-adoption and anti-adoption factors while developing marketing strategy. This study confirms that m-banking adoption can be increased if managers attempt tominimize the effect of barriers of m-banking adoption.
   Originality/value - This is the first study to examine m-banking adoption using BRT, which investigates the reasons for and reasons against m-banking adoption in a single framework.
C1 [Gupta, Anil] Univ Jammu, Sch Business, Jammu, India.
   [Arora, Neelika] Cent Univ Jammu, Dept Human Resource Management & Org Behav, Jammu, India.
RP Gupta, A (reprint author), Univ Jammu, Sch Business, Jammu, India.
EM anil1975@yahoo.com
OI Gupta, Anil/0000-0002-9804-0398
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NR 75
TC 10
Z9 10
U1 4
U2 18
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 4
BP 733
EP 747
DI 10.1108/IJBM-11-2016-0162
PG 15
WC Business
SC Business & Economics
GA EW6QQ
UT WOS:000402635800010
DA 2020-02-20
ER

PT J
AU Yildirim, S
   Acaray, A
   Aydin, K
AF Yildirim, Seda
   Acaray, Ali
   Aydin, Kenan
TI Exploring the impact of marketing culture on job satisfaction Evidence
   from the Turkish banking sector
SO WORLD JOURNAL OF ENTREPRENEURSHIP MANAGEMENT AND SUSTAINABLE DEVELOPMENT
LA English
DT Article
DE Job satisfaction; Organizational culture; Banking sector; Marketing
   culture
ID ORIENTED ORGANIZATIONAL CULTURE; PERFORMANCE; COMMITMENT; TURNOVER;
   MODEL
AB Purpose - The literature has shown that organizational culture influences job satisfaction in various industries such as tourism, banking and retail. As a result, investigating the impact of culture and organizational structure is a topic of growing interest. In this context, the purpose of this paper is to examine whether marketing culture has a positive effect on job satisfaction in banking firms.
   Design/methodology/approach - This study employed a survey methodology. Surveys were conducted in Istanbul, Turkey, with service industry employees of private banks and insurance companies. To measure the marketing culture, Webster's (1990) marketing culture model with 34 items was adopted. Six basic dimensions of "service quality, interpersonal relationships, selling task, organization, internal communication and innovativeness" were measured using the survey instrument. Job satisfaction was measured using the 20-item Minnesota Satisfaction Questionnaire on the following two dimensions: intrinsic satisfaction and extrinsic satisfaction. The data were analyzed with SmartPLS 2.0 and SPSS 21 programs.
   Findings - It was found that marketing culture had a significant and positive effect on job satisfaction. In particular, the marketing culture factors had a greater effect on extrinsic satisfaction in banking firms. In this regard, service quality, organization, selling task and innovativeness had a positive effect on extrinsic satisfaction.
   Originality/value - This study supports the argument that the concept of marketing culture is different from the market-oriented culture type. In addition, this study shows that marketing culture has a positive effect on job satisfaction in banking firms.
C1 [Yildirim, Seda] Namik Kemal Univ, Tekirdag, Turkey.
   [Acaray, Ali] Recep Tayyip Erdogan Univ, Dept Banking & Finance, Rize, Turkey.
   [Aydin, Kenan] Yildiz Tech Univ, Fac Econ & Adm Sci, Istanbul, Turkey.
RP Yildirim, S (reprint author), Namik Kemal Univ, Tekirdag, Turkey.
EM sedayil1@gmail.com
RI Yildirim, Seda/R-8595-2019
OI Yildirim, Seda/0000-0003-4367-6652
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NR 84
TC 0
Z9 0
U1 1
U2 11
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2042-5961
EI 2042-597X
J9 WORLD J ENTREP MANAG
JI World J. Entrep. Manag. Sustain. Dev.
PY 2017
VL 13
IS 2
BP 151
EP 162
DI 10.1108/WJEMSD-01-2017-0001
PG 12
WC Management
SC Business & Economics
GA EU6WV
UT WOS:000401177400005
DA 2020-02-20
ER

PT J
AU Valentyn, K
   Pavlov, R
AF Valentyn, Khmarskyi
   Pavlov, Roman
TI Relation between marketing expenses and bank's financial position:
   Ukrainian reality
SO BENCHMARKING-AN INTERNATIONAL JOURNAL
LA English
DT Article
DE Marketing; Banking; Financial services; Long-term position; Short-term
   position; Fragility
ID CLUSTER-ANALYSIS; DEVELOPMENT EXPENDITURES; HIERARCHICAL METHODS;
   FUTURE-DIRECTIONS; SYSTEMIC RISK; MODEL; PERFORMANCE; FIRM; VALUATION;
   PROFITABILITY
AB Purpose - The purpose of this paper is to determine relation between marketing expenses and bank's financial position. Factor and cluster analyses were applied to unify different financial variables into financial clusters. Each cluster has specific long-term and short-term financial position and is allocated to appropriate rating position of new rating system. Using rating positions, it is possible to determine whether overall bank position is fragile or stable, and which financial position is vulnerable. Comparing marketing expenses with financial positions, it is possible to evaluate how effectively banks manage their financial resources, and what impact marketing activity has on the financial position.
   Design/methodology/approach - Financial statements of Ukrainian banks for last five years are analyzed. Database of financial documents are reviewed. Coefficient, principal components, and hierarchical cluster analyzes are applied to elaborate new rating system. "Bartlett's Test of Sphericity" and "Kaiser-Meyer-Olkin Measure of Sampling Adequacy Test" validate input data. Box-and-whisker plots are used to describe graphically interaction between marketing expenses and bank financial positions.
   Findings - The new rating system describes short-term and long-term bank financial positions. In their marketing activity, Ukrainian banks mostly have uneven distribution of marketing expenses in context of financial positions. Such pattern disrupts long-term stability of Ukrainian banking system. Each financial variable has different impact on marketing activity; however, the correlation level is insignificant. In general, Ukrainian banks do not consider financial positions in marketing planning.
   Practical implications - New rating system can be used by the National Bank of Ukraine, the main supervisory bank of Ukraine, to determine fragile banks and to predict their bankruptcy. Banks may use findings to analyze their financial positions and to find optimal marketing expenses.
   Originality/value - This paper contributes into the scientific literature in novelty of marketing-finance interaction in the Ukrainian banking system. New rating system of Ukrainian banks considers different aspects of bank financial stability: liquidity level, credit risks, deposit portfolio, and bank's ability to attract additional financial resources on financial markets. Cluster analysis helps to allocate similar financial factors to different clusters and to evaluate financial risks in conjunction. As legal regulations concerning banking market, are also considered, the rating system can be adjusted to different countries. In addition, marketing expenses are analyzed in context of banks' financial positions.
C1 [Valentyn, Khmarskyi; Pavlov, Roman] Oles Honchar Dnipropetrovsk Natl Univ, Fac Econ, Dnipro, Ukraine.
RP Valentyn, K (reprint author), Oles Honchar Dnipropetrovsk Natl Univ, Fac Econ, Dnipro, Ukraine.
EM vhmarsky@gmail.com
RI Pavlov, Roman/S-2421-2017; Pavlov, Roman/M-8632-2019
OI Pavlov, Roman/0000-0001-7629-2730; Pavlov, Roman/0000-0001-7629-2730
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NR 76
TC 4
Z9 4
U1 1
U2 15
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1463-5771
EI 1758-4094
J9 BENCHMARKING
JI Benchmarking
PY 2017
VL 24
IS 4
BP 903
EP 933
DI 10.1108/BIJ-02-2016-0026
PG 31
WC Management
SC Business & Economics
GA EU4MQ
UT WOS:000401004100004
DA 2020-02-20
ER

PT J
AU Bapat, D
AF Bapat, Dhananjay
TI Exploring the antecedents of loyalty in the context of multi-channel
   banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Loyalty; Satisfaction; Ease of use; Multi-channel; Branch service
   quality
ID CUSTOMER SATISFACTION; SERVICE QUALITY; PERCEIVED EASE; CONSUMER
   PERCEPTIONS; INTERNET BANKING; MARKET SHARE; TECHNOLOGY; ACCEPTANCE;
   BEHAVIOR; PROFITABILITY
AB Purpose - The purpose of this paper is to assess the antecedent of satisfaction and loyalty in the context of a multi-channel banking environment. Multi-channel banking involves both branch and electronic banking channels through which the customers interact with the bank.
   Design/methodology/approach - The study involved a customer survey of 229 respondents, which used a convenience sampling approach through intercepts and interviews held at bank branches. A structured questionnaire was used, and data were analyzed using structural equation modeling.
   Findings - While examining factors such as perceived ease of use, branch service quality evaluation, satisfaction, and loyalty, it is observed, using structural equation modeling, that perceived ease of use and branch service quality are antecedents to satisfaction and satisfaction positively affects the loyalty.
   Originality/value - Although it is realized that digital banking will positively influence loyalty, the role of branch service quality cannot be ignored. The role played by the ease of use is higher than branch service quality evaluations.
C1 [Bapat, Dhananjay] Natl Inst Bank Management, Pune, Maharashtra, India.
RP Bapat, D (reprint author), Natl Inst Bank Management, Pune, Maharashtra, India.
EM dhananjay1304@gmail.com
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NR 66
TC 11
Z9 11
U1 4
U2 14
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 2
BP 174
EP 186
DI 10.1108/IJBM-10-2015-0155
PG 13
WC Business
SC Business & Economics
GA ER8FP
UT WOS:000399054400001
DA 2020-02-20
ER

PT J
AU Mainardes, EW
   Teixeira, A
   Romano, PCD
AF Mainardes, Emerson Wagner
   Teixeira, Aridelmo
   da Silveira Romano, Paula Cristina
TI Determinants of co-creation in banking services
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Satisfaction; Customer satisfaction; Co-creation; Banking services;
   Service and business practices
ID SCALE DEVELOPMENT; CUSTOMER PARTICIPATION; DOMINANT LOGIC; COPRODUCTION;
   VALIDATION; INNOVATION; MODEL
AB Purpose - The purpose of this paper is to identify the factors that favor the activity of co- creation with customers in the banking sector. The way in which consumers co-create with banking organizations was also examined.
   Design/methodology/approach - The "dialogue, access, risk and transparency" model was employed with the variables dialogue, access, risk assessment and transparency, as per Prahalad and Ramaswamy (2004). The final data sample accounted for 265 clients of a large Brazilian bank and multiple linear regression was used to analyze the data.
   Findings - The results indicated a significant and positive association with access, risk assessment and transparency when the bank co-created with these clients. Dialogue did not appear significantly affect to the co-creative process between clients and the bank.
   Research limitations/implications - The study was conducted with customers of only one major Brazilian bank. The authors recommend that the same study is conducted in other retail banks, investment banks and smaller banks, with a specialized focus. Limitations notwithstanding, the outstanding findings of this research relate to customer perceptions, which, it should be noted, do not necessarily reflect the totality of the relationship between client and bank.
   Originality/value - Understanding co-creation in the banking sector is a new learning perspective on consumer behavior and interactions within the service production process. The justification and relevance of this study derive from the construction of this knowledge and the scarcity of empirical work in this area.
C1 [Mainardes, Emerson Wagner] FUCAPE Business Sch, Dept Management, Vitoria, Spain.
   [Teixeira, Aridelmo; da Silveira Romano, Paula Cristina] FUCAPE Business Sch, Vitoria, Spain.
RP Mainardes, EW (reprint author), FUCAPE Business Sch, Dept Management, Vitoria, Spain.
EM emerson@fucape.br
RI Mainardes, Emerson/AAI-2102-2019; Teixeira, Aridelmo/O-6671-2018;
   Mainardes, Emerson Wagner/L-6018-2018
OI Mainardes, Emerson/0000-0003-2525-275X; Teixeira,
   Aridelmo/0000-0002-4909-1025; Mainardes, Emerson
   Wagner/0000-0003-2525-275X
CR Albinsson P. A., 2011, AMA SUMMER ED C P, V22, P458
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NR 46
TC 12
Z9 12
U1 1
U2 12
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 2
BP 187
EP 204
DI 10.1108/IJBM-10-2015-0165
PG 18
WC Business
SC Business & Economics
GA ER8FP
UT WOS:000399054400002
DA 2020-02-20
ER

PT J
AU Al-Jazzazi, A
   Sultan, P
AF Al-Jazzazi, Akram
   Sultan, Parves
TI Demographic differences in Jordanian bank service quality perceptions
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Perceptions; Service quality; Jordan; Customers; Banks; Demographics
ID CUSTOMER SATISFACTION; PERFORMANCE; RETENTION; SCALE; MODEL
AB Purpose - The purpose of this paper is to assess differences in banking service quality (BSQ) perceptions across demographic subgroups of Islamic and conventional Jordanian banking consumers.
   Design/methodology/approach - Data are collected using surveys. The survey contains items for three different measures of overall BSQ perceptions. The researchers mailed surveys to a random sample of 2,000 banking customers in Jordan. Responses to questionnaire items measuring respondents' BSQ perceptions were analysed using one-way analysis of variance with Tukey's honest significant difference post hoc tests to assess subgroup differences in six demographic variables: gender, age, occupation, income, education, and religion.
   Findings - BSQ perceptions are significantly different in four of the six demographic variables. Age and education do not impact on BSQ perceptions.
   Research limitations/implications - The findings indicate demographic effects on Jordanian banking consumers' perceived BSQ. Study limitations include demographic subgroup underrepresentation and survey structure. Future research should obtain a more representative sample for better generalisability.
   Practical implications - The findings suggest that Jordanian banks should structure their services to best accommodate their customers' demographics. In addition, banks can use the findings to guide the development of demographic- driven marketing to target and attract customers efficiently.
   Originality/value - This study is the first to investigate demographic differences in the perceived service quality of Jordan's Islamic and conventional banking customers. The findings can contribute to future research on BSQ, and guide Jordan's banking management towards more effective marketing and service provision.
C1 [Al-Jazzazi, Akram; Sultan, Parves] Cent Queensland Univ, Sch Business & Law, Rockhampton, Qld, Australia.
RP Al-Jazzazi, A (reprint author), Cent Queensland Univ, Sch Business & Law, Rockhampton, Qld, Australia.
EM a.al-jazzazf@cqu.edu.au
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NR 79
TC 6
Z9 6
U1 0
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 2
BP 275
EP 297
DI 10.1108/IJBM-07-2016-0091
PG 23
WC Business
SC Business & Economics
GA ER8FP
UT WOS:000399054400007
DA 2020-02-20
ER

PT J
AU Ponnam, A
   Paul, R
AF Ponnam, Abhilash
   Paul, Rik
TI Relative importance of service value by customer relationship stages
   Evidence from the Indian retail banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Consumer behaviour; Buyer-seller relationship; Services marketing; Time
ID PERCEIVED VALUE; QUALITY; SCALE; CONCEPTUALIZATION; PROGRAM
AB Purpose - The purpose of this paper is to empirically sketch the phenomenon about the nature of service value expected in different stages of relationship over time in Indian retail banking context.
   Design/methodology/approach - Customer service value dimensions pertinent to Indian retail banking context were explored psychometrically. Later, mean factor scores of obtained service value dimensions across relationship stages (early, intermediate, and advanced) were calculated and fed into PERMAP software to graphically depict the relationship between value dimensions and relationship stages. To validate the PERMAP solution, one- way ANOVA was run for each value dimension with independent variable as a relationship level.
   Findings - The service value dimensions pertinent to Indian banking context are customer intimacy, product leadership, service equity, perceived sacrifice, service quality, and operational excellence. The authors could empirically prove that except for operational excellence and service quality, all the other value dimensions exhibited variation in importance over time. Results reveal that customers in the early stages of relationship value tangible value dimensions and the ones in advanced stages of relationship value intangible dimensions.
   Practical implications - Managers should formulate marketing strategies which will signal the customers, the superiority of the bank in delivering performance on tangible dimensions during the early stages of relationship, whereas understanding and addressing unique customer needs and establishing an emotional bonding with customers should be emphasized in the advanced stages of relationship.
   Originality/value - The current research could adequately establish the essential role of tangible value dimensions in shaping service value during the early stages of relationship and intangible value dimensions in the later stages of relationship.
C1 [Ponnam, Abhilash; Paul, Rik] IFHE Univ, IBS Hyderabad, Dept Mkt & Strategy, Hyderabad, Andhra Pradesh, India.
RP Ponnam, A (reprint author), IFHE Univ, IBS Hyderabad, Dept Mkt & Strategy, Hyderabad, Andhra Pradesh, India.
EM abhilashponnam@gmail.com
RI PAUL, RIK/D-4860-2012
OI PONNAM, ABHILASH/0000-0001-5471-2730
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NR 48
TC 2
Z9 2
U1 1
U2 5
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 2
BP 319
EP 334
DI 10.1108/IJBM-04-2016-0056
PG 16
WC Business
SC Business & Economics
GA ER8FP
UT WOS:000399054400009
DA 2020-02-20
ER

PT J
AU Pattanayak, D
   Koilakuntla, M
   Punyatoya, P
AF Pattanayak, Durgesh
   Koilakuntla, Maddulety
   Punyatoya, Plavini
TI Investigating the influence of TQM, service quality and market
   orientation on customer satisfaction and loyalty in the Indian banking
   sector
SO INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT
LA English
DT Article
DE Customer satisfaction; Customer loyalty; Market orientation; Service
   quality; Banking sector; Total quality management
ID ORGANIZATIONAL CULTURE; IN-SERVICE; PERFORMANCE; MANAGEMENT; MODEL;
   ANTECEDENTS; PERCEPTIONS; COMMITMENT; IMPACT
AB Purpose - The purpose of this paper is to examine the effect of total quality management (TQM) on service quality (SQ), market orientation (MO) and the subsequent effect on customer satisfaction (CS) and customer loyalty (CL). The research also analyses the direct effect of TQM on CS.
   Design/methodology/approach - Data were collected from middle managers of retail banking sector in India using survey method. Structural equation modeling is used to analyze the data and to test the hypotheses.
   Findings - The results show that TQM is positively associated with SQ, MO and CS. SQ and MO are significantly and positively associated with CS. CS subsequently leads to improved CL.
   Practical implications - Enforcing TQM practices in their organizations as a change management tool, banks can achieve a greater degree of MO, improved SQ and higher CS to gain higher CL.
   Originality/value - This paper empirically demonstrates that, by proper implementation of TQM in banks, the SQ and MO can be improved. Well implemented quality management practices, better customer service and market-focused attitude of banks will elevate the CS level and improve loyalty of customers toward the banks. With a little study has yet focused on India, the paper offers knowledge to banking professionals for increasing CL by effective implementation of TQM practices.
C1 [Pattanayak, Durgesh; Koilakuntla, Maddulety] Natl Inst Ind Engn, Bombay, Maharashtra, India.
   [Punyatoya, Plavini] Xavier Univ, Xavier Inst Management, Bhubaneswar, Orissa, India.
RP Pattanayak, D (reprint author), Natl Inst Ind Engn, Bombay, Maharashtra, India.
EM durgesh.pattanayak@gmail.com
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NR 76
TC 8
Z9 8
U1 0
U2 27
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-671X
EI 1758-6682
J9 INT J QUAL RELIAB MA
JI Int. J. Qual. Reliab. Manag.
PY 2017
VL 34
IS 3
BP 362
EP 377
DI 10.1108/IJQRM-04-2015-0057
PG 16
WC Management
SC Business & Economics
GA EQ4KO
UT WOS:000398046000002
DA 2020-02-20
ER

PT J
AU Baptista, G
   Oliveira, T
AF Baptista, Goncalo
   Oliveira, Tiago
TI Why so serious? Gamification impact in the acceptance of mobile banking
   services
SO INTERNET RESEARCH
LA English
DT Article
DE Brazil; Banking; Mobile; Acceptance; Gamification; UTAUT2
ID USER ACCEPTANCE; INFORMATION-TECHNOLOGY; CONSUMER ACCEPTANCE;
   SOCIAL-INFLUENCE; E-COMMERCE; ADOPTION; UTILITARIAN; INTENTION; UTAUT;
   ATTRIBUTES
AB Purpose - The purpose of this paper is to identify the potential impact of the utilization of game mechanics and game design techniques in the acceptance of mobile banking services.
   Design/methodology/approach - The theoretical model was tested in a quantitative study using structural equation modelling, conducted in Brazil, with actual local banking customers. Findings - The findings show that there is a direct and strong relationship between gamification and intention to use mobile banking services, supporting that, when used and designed properly, gamification can help make banking activities more exciting, more interesting and more enjoyable, and in turn increase customer acceptance, engagement and satisfaction.
   Research limitations/implications - The research extends the unified theory of acceptance and use of technology (UTAUT2), and prior research to include gamification impact. The result is a more descriptive model that better explains consumers' decision to use mobile banking services. Practical implications - For practitioners, understanding the key constructs is crucial to design, refine and implement mobile banking services that achieve high consumer acceptance and value, and with the right amount of game techniques in them.
   Originality/value - The globalization of business and systems is fuelling the need to acquire a deeper understanding of the impact of gamification in acceptance within the financial industry. This is the first time to the knowledge that UTAUT2 theory and a gamification construct are combined in a mobile banking acceptance work, supported by data from a South American country, enriching the existing literature on this subject and providing new insights into how game techniques influences individual behaviour.
C1 [Baptista, Goncalo; Oliveira, Tiago] Univ Nova Lisboa, NOVA, IMS, Lisbon, Portugal.
RP Baptista, G (reprint author), Univ Nova Lisboa, NOVA, IMS, Lisbon, Portugal.
EM goncalo.melhorado@gmail.com
RI Oliveira, Tiago/B-4090-2011
OI Oliveira, Tiago/0000-0001-6523-0809; Baptista,
   Goncalo/0000-0002-4795-4579
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NR 98
TC 25
Z9 25
U1 12
U2 65
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1066-2243
J9 INTERNET RES
JI Internet Res.
PY 2017
VL 27
IS 1
BP 118
EP 139
DI 10.1108/IntR-10-2015-0295
PG 22
WC Business; Computer Science, Information Systems; Telecommunications
SC Business & Economics; Computer Science; Telecommunications
GA EN0BM
UT WOS:000395675300006
DA 2020-02-20
ER

PT J
AU Benedettini, O
   Swink, M
   Neely, A
AF Benedettini, Ornella
   Swink, Morgan
   Neely, Andy
TI Examining the influence of service additions on manufacturing firms'
   bankruptcy likelihood
SO INDUSTRIAL MARKETING MANAGEMENT
LA English
DT Article
DE Service strategy; Service offering; Manufacturing companies; Bankruptcy;
   Portfolio theory
ID FINANCIAL PORTFOLIO THEORY; EMPIRICAL-ANALYSIS; BUSINESS STRATEGY; SLACK
   RESOURCES; PRODUCT FIRMS; DIVERSIFICATION; RISK; PERFORMANCE; OFFERINGS;
   IMPACT
AB By evaluating secondary data from 74 bankrupt manufacturers and 199 matched non-bankrupt competitors, this study investigates the relationship of manufacturers' service offerings to their survival. While showing that the number of services offered is not significantly associated with bankruptcy likelihood, the results suggest that greater numbers of product-related and product-unrelated service offerings do reduce bankruptcy likelihood when properly complemented by firm-level contextual factors. Offering more product-related services causes bankruptcy likelihood to decrease for those companies that have a sufficiently diversified product business. In turn, companies with sufficient slack resources can expect bankruptcy likelihood to be reduced from the offering of more product-unrelated services. In contrast, companies should not expect that successful product sales performance will increase their chances of survival by focusing on product-dependent services. In light of these findings, this study challenges the notion from conceptual literature that additional services per se increase the chances of firm survival; it extends prior empirical studies in uncovering critical firm-level context effects; and it proposes portfolio theory as a theoretical foundation to examine manufacturers' service expansions. (C) 2016 Elsevier Inc. All rights reserved.
C1 [Benedettini, Ornella] Polytech Univ Bari, Dept Mech Math & Management, Viale Japigia 182, I-70126 Bari, Italy.
   [Swink, Morgan] Texas Christian Univ, Neeley Sch Business, 2900 Lubbock Ave, Ft Worth, TX 76109 USA.
   [Benedettini, Ornella; Neely, Andy] Univ Cambridge, Inst Mfg, 17 Charles Babbage Rd, Cambridge CB3 0FS, England.
RP Benedettini, O (reprint author), Univ Cambridge, Inst Mfg, 17 Charles Babbage Rd, Cambridge CB3 0FS, England.
EM ornella.benedettini@poliba.it; M.Swink@tcu.edu; adn1000@cam.ac.uk
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NR 124
TC 22
Z9 23
U1 3
U2 13
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA STE 800, 230 PARK AVE, NEW YORK, NY 10169 USA
SN 0019-8501
EI 1873-2062
J9 IND MARKET MANAG
JI Ind. Mark. Manage.
PD JAN
PY 2017
VL 60
BP 112
EP 125
DI 10.1016/j.indmarman.2016.04.011
PG 14
WC Business; Management
SC Business & Economics
GA EL2UW
UT WOS:000394476800012
OA Green Accepted
DA 2020-02-20
ER

PT J
AU van Esterik-Plasmeijer, PWJ
   van Raaij, WF
AF van Esterik-Plasmeijer, Pauline W. J.
   van Raaij, W. Fred
TI Banking system trust, bank trust, and bank loyalty
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Consumer behaviour; Trust; Buyer-seller relationships; Integrity; The
   Netherlands; Customer loyalty
ID MODEL
AB Purpose - The purpose of this paper is to test a model of banking system trust as an antecedent of bank trust and bank loyalty. Six determinants of trust and loyalty are included: competence, stability, integrity, customer orientation, transparency, and value congruence. The study provides insights which determinants are crucial for explaining bank trust and bank loyalty, and thus for rebuilding trust and loyalty.
   Design/methodology/approach - Survey among 1,079 respondents of 18 years and older in The Netherlands on person trust, system trust, bank trust, and their scores on determinants of trust and loyalty. Structural equations modeling (AMOS) has been performed to provide insights into the relationships between concepts such as person trust, system trust, bank trust, and bank loyalty. The importance of determinants to explain bank trust and bank loyalty has been assessed as well.
   Findings - Integrity is the most important determinant of bank trust. Transparency, customer orientation, and competence are also significant. Trust is a strong predictor of loyalty. Determinants explaining bank loyalty are: competence, stability, transparency, and value congruence. System trust is also a determinant of bank trust. The meaning of these results is discussed in the paper, as well as the managerial implications of these findings.
   Research limitations/implications - Data were collected in May 2014 with a large sample, when the financial crisis came to an end. Distrust still remained as a consequence of the crisis. Banks are now rebuilding trust and loyalty. This research provides indications which determinants of trust and loyalty are important in this process and should be focused upon. A longitudinal study how trust and loyalty are developing would give insights and feedback on managerial actions.
   Practical implications - Results provide insights into the causes and reasons of (dis) trust. From this study, banks get insights with a priority matrix which determinants are below par but important for specific banks and should be focused on and improved at the short term.
   Social implications - Trust in banks and other financial institutions is crucial for the functioning of the banking system and for society at large. Restoring trust is a matter of fundamental changes of the bank-customer relationships, not only by communication but by sincere behavior (integrity) and benevolence in the customer interest.
   Originality/value - The authors are not aware of research using all six determinants (competence, stability, integrity, customer orientation, transparency, and value congruence) to explain and predict bank trust and bank loyalty, and their implications for trust and loyalty in banks.
C1 [van Raaij, W. Fred] Tilburg Univ, Tilburg Sch Social & Behav Sci, Tilburg, Netherlands.
RP van Raaij, WF (reprint author), Tilburg Univ, Tilburg Sch Social & Behav Sci, Tilburg, Netherlands.
EM W.F.vanRaaij@tilburguniversity.edu
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NR 34
TC 19
Z9 19
U1 1
U2 14
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 1
BP 97
EP 111
DI 10.1108/IJBM-12-2015-0195
PG 15
WC Business
SC Business & Economics
GA EM9XY
UT WOS:000395666100006
DA 2020-02-20
ER

PT J
AU Perez, A
   del Bosque, IR
AF Perez, Andrea
   del Bosque, Ignacio Rodriguez
TI Personal traits and customer responses to CSR perceptions in the banking
   sector
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customers; Loyalty; Psychology; Demography; CSR perceptions
ID CORPORATE SOCIAL-RESPONSIBILITY; CONSUMER-BEHAVIOR; EMPIRICAL-ANALYSIS;
   SERVICE QUALITY; MODERATING ROLE; SATISFACTION; LOYALTY; VALUES;
   ASSOCIATIONS; EXPECTATIONS
AB Purpose - The purpose of this paper is to explore the moderating role of six personal traits in a causal model to study how customers' perceptions of corporate social responsibility (CSR) influence their affective and behavioural responses to companies.
   Design/methodology/approach - A structural equation model is tested in a sample of 1,124 banking service customers in Spain. Based on this model, a multisampling analysis is implemented to determine how gender, age, educational level, CSR support, collectivism and novelty seeking moderate customer responses to CSR perceptions.
   Findings - The findings show that customer responses to CSR perceptions are consistently moderated by gender, age and CSR support. Men, people aged over 45 and highly supportive customers respond to CSR perceptions more positively than women, younger people and customers exhibiting a low level of CSR support. The findings concerning educational level and novelty seeking are less conclusive. Collectivism does not influence customer responses to CSR perceptions to any significant extent. Thus, the findings suggest that gender, age and CSR support are the most useful variables to segment the market to adapt CSR and communication strategies.
   Originality/value - Previous literature has mostly focussed on identifying the personal traits that differentiate socially oriented customers from others. Thus, this paper contributes to previous literature by exploring the role customers' personal traits play in the identification of differences in customers' responses to their perceptions of the CSR implemented by companies that sell traditional services, such as banking services.
C1 [Perez, Andrea] Univ Cantabria, Santander, Spain.
   [del Bosque, Ignacio Rodriguez] Univ Cantabria, Dept Business Adm, Santander, Spain.
RP Perez, A (reprint author), Univ Cantabria, Santander, Spain.
EM perezran@unican.es
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NR 61
TC 5
Z9 5
U1 2
U2 15
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 1
BP 128
EP 146
DI 10.1108/IJBM-02-2016-0023
PG 19
WC Business
SC Business & Economics
GA EM9XY
UT WOS:000395666100008
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Farah, MF
AF Farah, Maya F.
TI Application of the theory of planned behavior to customer switching
   intentions in the context of bank consolidations
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Theory of planned behavior; Bank merger; Consumer switching intention;
   Past behaviour
ID GOAL-DIRECTED BEHAVIOR; SELF-EFFICACY; SERVICE PROVIDERS; INTERNET
   BANKING; PAST BEHAVIOR; ATTITUDE; MODEL; CONSUMERS; ADOPTION; TECHNOLOGY
AB Purpose - The purpose of this paper is to examine the factors that affect customers' switching intentions among banks in the context of mergers and acquisitions, using particularly the case of the merger between Lloyds TSB and Halifax Bank of Scotland, which took place in 2009.
   Design/methodology/approach - On the basis of the theory of planned behavior, a quantitative survey was developed and administered to 515 account holders from both banks in branches located in Spain. Structural equation modeling was then utilized to evaluate the significance of direct and indirect relationships between the various factors under study.
   Findings - Empirical findings indicate a significant direct relationship between switching intentions and each of: behavioral beliefs, normative beliefs, attitudes, and subjective norms. Results also reveal an inverse significant relationship between switching intentions and both control beliefs and perceived behavioral control.
   Research limitations/implications - The absence of a longitudinal study measuring the actual impact of the merger on customer switching behavior is the main limitation of this study. Moreover, despite being insightful, the results of this study should be generalized with caution since the sample was based on a list purposely chosen by the banks' management.
   Originality/value - This paper discusses customer switching behavior in the context of a real-life case of banks' consolidation.
C1 [Farah, Maya F.] Lebanese Amer Univ, Sch Business, Dept Mkt, Beirut, Lebanon.
RP Farah, MF (reprint author), Lebanese Amer Univ, Sch Business, Dept Mkt, Beirut, Lebanon.
EM mfarah@lau.edu.lb
RI Farah, Maya F./L-2322-2013
OI Farah, Maya F./0000-0002-6251-4096
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NR 175
TC 8
Z9 8
U1 3
U2 20
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2017
VL 35
IS 1
BP 147
EP 172
DI 10.1108/IJBM-01-2016-0003
PG 26
WC Business
SC Business & Economics
GA EM9XY
UT WOS:000395666100009
DA 2020-02-20
ER

PT J
AU Dia, E
   VanHoose, D
AF Dia, Enzo
   VanHoose, David
TI Capital intensities and international trade in banking services
SO JOURNAL OF INTERNATIONAL FINANCIAL MARKETS INSTITUTIONS & MONEY
LA English
DT Article
DE International trade; Loans; Deposits; Capital intensities
ID PORTFOLIO SEPARATION; FINANCIAL SERVICES; INTEREST-RATES; FIRM
AB This paper examines the empirical implications of an international-trade-based view of the determination of banks' net export positions in the provision of lending and deposit services. This trade-based perspective on international banking emphasizes the importance of banks' expenses on labor and physical capital resources. Consequently, the theory indicates that relative abundances and intensities of these resources should play fundamental roles in influencing trade patterns in international bank loan and deposit markets. The paper focuses on the theory's implication that systematic relationships should exist between measured overall capital intensities of nations' banking systems and their net exports and imports of loans and deposits. Analysis of 2001-2012 data from 27 countries generally verifies the relationships predicted by the theory. (C) 2016 Elsevier B.V. All rights reserved.
C1 [VanHoose, David] Univ Milano Bicocca, Dipartimento Econ Metodi Quantit & Strategie Impr, Piazza Ateneo Nuovo 1, I-20126 Milan, Italy.
   [Dia, Enzo] Baylor Univ, Hankamer Sch Business, One Bear Pl 98003, Waco, TX 76798 USA.
RP VanHoose, D (reprint author), Univ Milano Bicocca, Dipartimento Econ Metodi Quantit & Strategie Impr, Piazza Ateneo Nuovo 1, I-20126 Milan, Italy.
EM enzo.dia@unimib.it; David_VanHoose@baylor.edu
OI Dia, Enzo/0000-0002-4602-4011
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NR 29
TC 4
Z9 4
U1 1
U2 5
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 1042-4431
J9 J INT FINANC MARK I
JI J. Int. Financ. Mark. Inst. Money
PD JAN
PY 2017
VL 46
BP 54
EP 69
DI 10.1016/j.intfin.2016.08.007
PG 16
WC Business, Finance; Economics
SC Business & Economics
GA EL4YQ
UT WOS:000394628500003
DA 2020-02-20
ER

PT J
AU Ali, M
   Raza, SA
AF Ali, Muhammad
   Raza, Syed Ali
TI Service quality perception and customer satisfaction in Islamic banks of
   Pakistan: the modified SERVQUAL model
SO TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
LA English
DT Article
DE Pakistan; Islamic banks; service quality; customer satisfaction
ID CONSUMER PERCEPTIONS; SCALE; DIMENSIONS; INDEX
AB The aim of this study is to measure the relationship between service quality and customer satisfaction among the customers of Pakistani Islamic banks. This study employed a modified SERVQUAL model by introducing a unique dimension of compliance in the context of service industry. A self-administered questionnaire-based field survey was conducted with the help of modified SERVQUAL dimensions. Data were gathered from 450 walk-in customers of Islamic bank. The sample data were statistically analysed through exploratory factor analysis followed by confirmatory factor analysis (CFA) and structural equation modelling (SEM) analysis to determine the service quality perception and customer satisfaction. Namely, CFA is used in order to test the model validity, while SEM is used for testing the impact of different service quality dimensions on customer satisfaction. Results revealed that the multidimensional service quality scale is positively and significantly associated with the unidimensional scale of customer satisfaction. In addition, the compliance dimension of the SERVQUAL model proved its importance by showing the highest contributing factor in the overall model. Furthermore, this study has practical implications for the policy-makers of Islamic banks to better understand the behavioural intentions of Islamic bank customers.
C1 [Ali, Muhammad] Univ Malaysia Sarawak, Fac Econ & Business, Dept Econ, Sarawak, Malaysia.
   [Ali, Muhammad; Raza, Syed Ali] IQRA Univ, Dept Business Adm, Karachi 75300, Pakistan.
RP Raza, SA (reprint author), IQRA Univ, Dept Business Adm, Karachi 75300, Pakistan.
EM syed_aliraza@hotmail.com
RI Raza, Syed Ali/I-3879-2016
OI Raza, Syed Ali/0000-0002-2455-6922
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NR 99
TC 38
Z9 38
U1 6
U2 58
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1478-3363
EI 1478-3371
J9 TOTAL QUAL MANAG BUS
JI Total Qual. Manag. Bus. Excell.
PY 2017
VL 28
IS 5-6
BP 559
EP 577
DI 10.1080/14783363.2015.1100517
PG 19
WC Management
SC Business & Economics
GA EM1GE
UT WOS:000395065300007
DA 2020-02-20
ER

PT J
AU Tan, LH
   Hamid, SR
   Chew, BC
AF Tan, Lay Hong
   Hamid, Syaiful Rizal
   Chew, Boon Cheong
TI Exploring manager's perspective of service quality strategies in
   Malaysian Banking Industry
SO JOURNAL OF STRATEGIC MARKETING
LA English
DT Article
DE Service quality; customer service management; quality improvement
ID DOMINANCE ANALYSIS; SATISFACTION
AB In service industry, the subject of service quality remains crucial as business strive to maintain a comparative advantage in the marketplace. In aftermath of globalization, the operating environment for banking industry has become more dynamic and competitive. Banks have evolved to become diversified financial providers instead of traditional banking-only service providers. With bank placing emphasis on a mutually beneficial bank-customer relationship, customer loyalty must be pursued through repeat purchases. Central to achieving this is often the quality of services offered by the bank should satisfy the customer's needs. This article attempts to identify any service gaps in Malaysian banking industry and to recommend effective strategies to close these service gaps from bank mangers' and executives perspectives based on GAPs Model of Service Quality (GAPs Model). Using qualitative data collected from interviews with 30 bank managers and executives, this article provides effectives strategies to close each of the gaps in GAPs Model. It is hoped that the empirical evidences and recommendations provided in this article shed some light to management of banks to improve upon their customer service quality in order to benefit from customer satisfaction, customer loyalty and other behavioural outcomes which will lead to greater competitive advantage and profitability to the banks concerned.
C1 [Tan, Lay Hong; Hamid, Syaiful Rizal; Chew, Boon Cheong] Univ Tekn Malaysia Melaka Hang Tuah Jaya, Dept Technol Management, Fac Technol Management & Technopreneurship, Durian Tunggal, Melaka, Malaysia.
RP Tan, LH (reprint author), Univ Tekn Malaysia Melaka Hang Tuah Jaya, Dept Technol Management, Fac Technol Management & Technopreneurship, Durian Tunggal, Melaka, Malaysia.
EM lay_hong85@hotmail.com
OI Chew, Boon Cheong/0000-0003-3959-6721
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NR 54
TC 1
Z9 1
U1 0
U2 15
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 0965-254X
EI 1466-4488
J9 J STRATEG MARK
JI J. Strateg. Mark.
PY 2017
VL 25
IS 1
BP 31
EP 48
DI 10.1080/0965254X.2015.1076878
PG 18
WC Business
SC Business & Economics
GA EE7MJ
UT WOS:000389802000003
DA 2020-02-20
ER

PT J
AU Keramati, A
   Ghaneei, H
   Mirmohammadi, SM
AF Keramati, Abbas
   Ghaneei, Hajar
   Mirmohammadi, Seyed Mohammad
TI Developing a prediction model for customer churn from electronic banking
   services using data mining
SO FINANCIAL INNOVATION
LA English
DT Article
DE Customer churn; Data mining; Electronic banking services; Decision tree;
   Classification
ID SUPPORT VECTOR MACHINE
AB Background: Given the importance of customers as the most valuable assets of organizations, customer retention seems to be an essential, basic requirement for any organization. Banks are no exception to this rule. The competitive atmosphere within which electronic banking services are provided by different banks increases the necessity of customer retention.
   Methods: Being based on existing information technologies which allow one to collect data from organizations' databases, data mining introduces a powerful tool for the extraction of knowledge from huge amounts of data. In this research, the decision tree technique was applied to build a model incorporating this knowledge.
   Results: The results represent the characteristics of churned customers.
   Conclusions: Bank managers can identify churners in future using the results of decision tree. They should be provide some strategies for customers whose features are getting more likely to churner's features.
C1 [Keramati, Abbas] Univ Tehran, Fac Engn, Dept Ind Engn, Tehran, Iran.
   [Ghaneei, Hajar] Payame Noor Univ, Damavand Branch, Dept Management Business Adm, Tehran, Iran.
   [Mirmohammadi, Seyed Mohammad] Payame Noor Univ, West Tehran Branch, Dept Management Business Adm, Tehran, Iran.
RP Keramati, A (reprint author), Univ Tehran, Fac Engn, Dept Ind Engn, Tehran, Iran.
EM keramati@ut.ac.ir
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NR 31
TC 4
Z9 4
U1 2
U2 8
PU SPRINGEROPEN
PI LONDON
PA CAMPUS, 4 CRINAN ST, LONDON, N1 9XW, ENGLAND
EI 2199-4730
J9 FINANC INNOV
JI Financ. Innov.
PD DEC
PY 2016
VL 2
IS 1
AR UNSP 10
DI 10.1186/s40854-016-0029-6
PG 13
WC Business, Finance; Social Sciences, Mathematical Methods
SC Business & Economics; Mathematical Methods In Social Sciences
GA FJ8XI
UT WOS:000413051500010
OA DOAJ Gold, Green Published
DA 2020-02-20
ER

PT J
AU Alnawas, I
   Altarifi, S
AF Alnawas, Ibrahim
   Altarifi, Shadi
TI Customer emotional regulation and relationship quality: Evidence from
   the banking industry
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE deep acting; surface acting; relationship quality
ID MODERATING ROLE; CONSEQUENCES; SERVICE; LABOR; DETERMINANTS;
   ANTECEDENTS; ROLES; SATISFACTION; RECOGNITION; SALESPEOPLE
AB The aim of this paper is twofold: first to examine the extent to which customer perceptions of employee deep/surface acting influence customer deep/surface acting; second to assess the degree to which customer deep/surface acting strengthens/weakens the level of relationship quality (RQ). Survey data were collected from (291) respondents from 13 banks located in Jordan. Two key findings emerged from the current study. First, when customers encountered authentic employees (i.e., deep acting), they were more likely to modify their internal feelings to match the required displays, and less likely to express unauthentic emotions. On the other hand, when customers encountered unauthentic emotions, they were less likely to express unauthentic emotions. Second, customer deep acting is found to be positively associated with relationship satisfaction, commitment, and trust, whereas customer surface acting is negatively associated with relationship satisfaction and trust. This study adds to the body of knowledge on the antecedents of RQ through identifying customer emotional regulation as a key determinant of that.
C1 [Alnawas, Ibrahim] Univ Petra, Dept Mkt, Amman, Jordan.
RP Alnawas, I (reprint author), Univ Petra, Dept Mkt, Amman, Jordan.
EM ialnawas@uop.edu.jo
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NR 82
TC 0
Z9 0
U1 1
U2 10
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD DEC
PY 2016
VL 21
IS 4
BP 254
EP 266
DI 10.1057/s41264-016-0012-3
PG 13
WC Business
SC Business & Economics
GA EG4GS
UT WOS:000391002400002
DA 2020-02-20
ER

PT J
AU Ojeme, M
   Robson, A
   Coates, N
AF Ojeme, Mark
   Robson, Andrew
   Coates, Nigel
TI Nigerian SMEs: Commitment and loyalty to their banks
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE SMEs; commitment; loyalty; behavioural intention; Nigeria
ID CUSTOMER LOYALTY; BEHAVIORAL INTENTIONS; DISTRIBUTION CHANNELS;
   RELATIONSHIP QUALITY; FINANCIAL SERVICES; SWITCHING COSTS; TRUST;
   PROVIDERS; MODEL; CONSEQUENCES
AB Commitment has a crucial role to play in underpinning long-term business relationships, and as such, is well established in the related academic literature. Limited research does, however, exist pertaining to the specific relationships between SMEs and their banks. This paper presents and assesses commitment relationship framework that seeks to evaluate such relationships. Various validated scale-sets from the existing studies are combined here to assess commitment, advocacy and repurchase intention. Data were collected from 199 SMEs via interviews with owners or senior (financial) managers. Their assessment involved exploratory factor analysis to determine underlying data structure, with internal reliability assessment of the identified factors. Commitment is established around two components; affective and calculative, whilst advocacy and repurchase intention converge into a single behavioural intentions factor. The two-dimensional presentation of commitment and behavioural intentions are also distinct. Originality lies in the validation of commitment and behavioural intention constructs within this specific business arena and geographical location, as well as showcasing research that involves engagement with smaller organisations rather than their larger counterparts in the consideration of bank performance.
C1 [Ojeme, Mark; Robson, Andrew; Coates, Nigel] Northumbria Univ, Newcastle Business Sch, City Campus East, Newcastle Upon Tyne NE1 8ST, Tyne & Wear, England.
   [Robson, Andrew] Northumbria Univ, Business Anal, Newcastle Upon Tyne, Tyne & Wear, England.
   [Coates, Nigel] Northumbria Univ, Mkt, Newcastle Upon Tyne, Tyne & Wear, England.
RP Ojeme, M (reprint author), Northumbria Univ, Newcastle Business Sch, City Campus East, Newcastle Upon Tyne NE1 8ST, Tyne & Wear, England.
EM markojeme@yahoo.com
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NR 64
TC 0
Z9 0
U1 1
U2 14
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD DEC
PY 2016
VL 21
IS 4
BP 325
EP 339
DI 10.1057/s41264-016-0009-y
PG 15
WC Business
SC Business & Economics
GA EG4GS
UT WOS:000391002400007
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Bravo, R
   Matute, J
   Pina, JM
AF Bravo, Rafael
   Matute, Jorge
   Pina, Jose M.
TI Corporate identity management in the banking sector: effects on
   employees' identification, identity attractiveness, and job satisfaction
SO SERVICE BUSINESS
LA English
DT Article
DE Corporate identity management; Identity attractiveness; Organizational
   identification; Job satisfaction; Banking sector
ID ORGANIZATIONAL COMMITMENT; CUSTOMER ORIENTATION; FINANCIAL SERVICES;
   COMMUNICATION; IMPACT; PERSONALITY; PERFORMANCE; MECHANISMS; IMAGE; WORK
AB This paper analyzes the effects of corporate identity management (CIM) on employees' responses. Specifically, it advances previous literature by exploring how CIM dimensions affect identity attractiveness, organizational identification, and job satisfaction from the employees' perspective. The empirical study is aimed at 293 branch managers in the Spanish banking sector, an industry facing changes in the corporate identity of many financial entities. The results show the relative importance of each dimension and help brand managers to anticipate the effects of CIM practices. Of all the dimensions, it highlights the key role of the employee-client focus strategy.
C1 [Bravo, Rafael; Pina, Jose M.] Univ Zaragoza, Fac Econ & Empresa, Mkt, Gra Via 2, Zaragoza 50005, Spain.
   [Matute, Jorge] Univ Zaragoza, Fac Ciencias Salud & Deporte Huesca, Mkt, Plaza Univ 3, Huesca 22002, Spain.
RP Matute, J (reprint author), Univ Zaragoza, Fac Ciencias Salud & Deporte Huesca, Mkt, Plaza Univ 3, Huesca 22002, Spain.
EM jmatute@unizar.es
RI Bravo, Rafael/K-1804-2017; Matute, Jorge/O-9603-2019; Matute,
   Jorge/K-3755-2017
OI Bravo, Rafael/0000-0003-4038-1840; Matute, Jorge/0000-0002-2402-327X;
   Matute, Jorge/0000-0002-2402-327X
FU Spanish Ministry of Science and Innovation [ECO2013-41257-P]; GENERES
   project (Departamento de Ciencia, Tecnologia y Universidad del Gobierno
   de Aragon y Fondo Social Europeo) [S-09]; Proyecto Jovenes
   Investigadores de la Universidad de Zaragoza [JIUZ-2012-SOC-10]
FX The authors thank the financial support of the following sources: I +D+i
   (ECO2013-41257-P) from the Spanish Ministry of Science and Innovation;
   GENERES project (ref. S-09, Departamento de Ciencia, Tecnologia y
   Universidad del Gobierno de Aragon y Fondo Social Europeo); and Proyecto
   Jovenes Investigadores de la Universidad de Zaragoza (JIUZ-2012-SOC-10).
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NR 87
TC 6
Z9 6
U1 1
U2 43
PU SPRINGER HEIDELBERG
PI HEIDELBERG
PA TIERGARTENSTRASSE 17, D-69121 HEIDELBERG, GERMANY
SN 1862-8516
EI 1862-8508
J9 SERV BUS
JI Serv. Bus.
PD DEC
PY 2016
VL 10
IS 4
BP 687
EP 714
DI 10.1007/s11628-015-0287-9
PG 28
WC Business; Management
SC Business & Economics
GA EB4OK
UT WOS:000387351100002
DA 2020-02-20
ER

PT J
AU Csikosova, A
   Culkova, K
   Janoskova, M
AF Csikosova, Adriana
   Culkova, Katarina
   Janoskova, Maria
TI Evaluation of quantitative indicators of marketing activities in the
   banking sector
SO JOURNAL OF BUSINESS RESEARCH
LA English
DT Article
DE Marketing; Marketing management; Evaluation of efficiency; Bank sector;
   Slovakia
ID INTERNET; IMPACT; PRODUCTIVITY; QUALITY; SCALE
AB This study assesses the efficiency of marketing activities in a selected enterprise from the banking sector and proposes measurements that contribute to overall organizational performance. The Balanced Scorecard determines the goals for the enterprise's achievement of business strategy in terms of positive future developments and improved realization of individual marketing activities. Several criteria determine the choice of the enterprise: the enterprise must have a functioning marketing department that receives special attention with the company reserving funds for marketing expenditure. Main indexes from indicators serve to measure the efficiency of marketing activities and to benchmark against competition. Findings show the lagging growth rate of loans of the company compared with the overall market growth rate and the negative growth in customer profitability. Individual proposals present a strategic map, focusing on customers' perspective of performance evaluation in the company. (C) 2016 Elsevier Inc. All rights reserved.
C1 [Csikosova, Adriana; Culkova, Katarina; Janoskova, Maria] Tech Univ Kosice, Letna 9, Kosice 04200, Slovakia.
RP Csikosova, A (reprint author), Tech Univ Kosice, Letna 9, Kosice 04200, Slovakia.
EM adriana.csikosova@tuke.sk; katarina.culkova@tuke.sk;
   maria.janoskova@tuke.sk
RI Csikosova, Adriana/C-4625-2012; Janoskova, Maria/AAA-2375-2020;
   Janoskova, Maria/U-6125-2017; Culkova, Katarina/E-7547-2012
OI Csikosova, Adriana/0000-0002-2370-9763; Janoskova,
   Maria/0000-0002-5975-753X; 
CR Ahmed A, 2010, FOURTH INTERNATIONAL CONFERENCE ON DIGITAL SOCIETY: ICDS 2010, PROCEEDINGS, P238, DOI 10.1109/ICDS.2010.46
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NR 40
TC 3
Z9 3
U1 0
U2 32
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA STE 800, 230 PARK AVE, NEW YORK, NY 10169 USA
SN 0148-2963
EI 1873-7978
J9 J BUS RES
JI J. Bus. Res.
PD NOV
PY 2016
VL 69
IS 11
SI SI
BP 5028
EP 5033
DI 10.1016/j.jbusres.2016.04.075
PG 6
WC Business
SC Business & Economics
GA DW8WS
UT WOS:000383936800051
DA 2020-02-20
ER

PT J
AU Sharma, S
   Sharma, P
AF Sharma, Sanjay
   Sharma, Priyanka
TI MARKETING STRATEGIES OF PRIVATE AND PUBLIC SECTORS BANKS IN INDORE CITY
SO JIMS8M-THE JOURNAL OF INDIAN MANAGEMENT & STRATEGY
LA English
DT Article
DE Banks; Customer; Institutional sales; Investment; Marketing mix;
   Marketing strategies
ID QUALITY
AB Marketing plays an important role to increase the institutional sales. It provides the awareness to business customers about their products and services and explains the benefits of using their products and services so that they can deliver the best to their customers. For example a hotel chain that sources its raw material from a quality raw material supplier ensures that it will deliver good food and services to end user. Business to business selling is expanding its footprint across all the industries. There are very limited researches available which explains how marketing strategy impacts the institutional selling. With this view, this research has been conducted to understand how marketing strategy impacts the institutional sales. In order to provide a clear focus, the research covers banking industries both private and public banks. This research is also based on the Impact of marketing strategies on Institutional sales in Indore District.
C1 [Sharma, Sanjay] IIMR, Indore, Madhya Pradesh, India.
   [Sharma, Priyanka] IIM, Indore, Madhya Pradesh, India.
RP Sharma, S (reprint author), IIMR, Indore, Madhya Pradesh, India.
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NR 21
TC 0
Z9 0
U1 1
U2 15
PU JAGANNATH INT MANAGEMENT SCH
PI NEW DELHI
PA OCF POCKET 9, SECTOR-B, VASANT KUNJ, NEW DELHI, 110 070, INDIA
SN 0973-9335
EI 0973-9343
J9 JIMS8M-J INDIAN MANA
JI JIMS8M-J. Indian Manag. Strategy
PD OCT-DEC
PY 2016
VL 21
IS 4
BP 4
EP 11
DI 10.5958/0973-9343.2016.00027.2
PG 8
WC Management
SC Business & Economics
GA EF0JF
UT WOS:000390011000002
DA 2020-02-20
ER

PT J
AU Sorek, G
   Benjamin, D
AF Sorek, Gilad
   Benjamin, David
TI Health insurance mandates in a model with consumer bankruptcy
SO JOURNAL OF REGULATORY ECONOMICS
LA English
DT Article
DE Health insurance mandates; Consumer bankruptcy; Welfare
ID DEMAND; WEALTH; RISK
AB We study insurance take-up choices by consumers who face medical expense risk and who know they can default on medical bills by filing for bankruptcy. For a given bankruptcy system, we explore the total and distributional welfare effects of health insurance mandates compared with the pre-mandate market equilibrium. We consider different combinations of premium subsidies and out-of-insurance penalties, confining attention to budget-neutral policies. We show that when insurance mandates are enforced only through penalties, the efficient take-up level may be incomplete. However, if mandates are also supported with premium subsidies, full insurance coverage is efficient and can also be Pareto improving. Such policies are consistent with the incentive structure for insurance take-up set in the ACA. Pareto improvement is possible because the legal requirement that medical providers dispense acute care on credit, together with the bankruptcy option, yields effective subsidies for medical care utilized by the uninsured. Those subsidy funds, however, can serve the initially uninsured better when they are given as ex ante subsidies on insurance premiums.
C1 [Sorek, Gilad] Auburn Univ, Dept Econ, Auburn, AL 36849 USA.
   [Benjamin, David] SUNY Buffalo, Dept Econ, Buffalo, NY USA.
RP Sorek, G (reprint author), Auburn Univ, Dept Econ, Auburn, AL 36849 USA.
EM gms0014@auburn.edu
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NR 23
TC 0
Z9 0
U1 0
U2 1
PU SPRINGER
PI DORDRECHT
PA VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT, NETHERLANDS
SN 0922-680X
EI 1573-0468
J9 J REGUL ECON
JI J. Regul. Econ.
PD OCT
PY 2016
VL 50
IS 2
BP 233
EP 250
DI 10.1007/s11149-016-9302-x
PG 18
WC Economics
SC Business & Economics
GA EA3LX
UT WOS:000386505200005
DA 2020-02-20
ER

PT J
AU Livshits, I
   Mac Gee, JC
   Tertilt, M
AF Livshits, Igor
   Mac Gee, James C.
   Tertilt, Michele
TI The Democratization of Credit and the Rise in Consumer Bankruptcies
SO REVIEW OF ECONOMIC STUDIES
LA English
DT Article
DE Credit cards; Endogenous financial contracts; Bankruptcy; Financial
   innovation
ID ADVERSE SELECTION; IMPERFECT INFORMATION; PERSONAL BANKRUPTCY;
   QUANTITATIVE THEORY; CAPITAL-ONE; MARKETS; COMPETITION; TECHNOLOGY;
   EQUILIBRIA; IMPACT
AB Financial innovations are a common explanation for the rise in credit card debt and bankruptcies. To evaluate this story, we develop a simple model that incorporates two key frictions: asymmetric information about borrowers' risk of default and a fixed cost of developing each contract lenders offer. Innovations that ameliorate asymmetric information or reduce this fixed cost have large extensive margin effects via the entry of new lending contracts targeted at riskier borrowers. This results in more defaults and borrowing, and increased dispersion of interest rates. Using the Survey of Consumer Finances and Federal Reserve Board interest rate data, we find evidence supporting these predictions. Specifically, the dispersion of credit card interest rates nearly tripled while the "new" cardholders of the late 1980s and 1990s had riskier observable characteristics than existing cardholders. Our calculations suggest that these new cardholders accounted for over 20% of the rise in bank credit card debt and delinquencies between 1989 and 1998.
C1 [Livshits, Igor; Mac Gee, James C.] Univ Western Ontario, London, ON N6A 3K7, Canada.
   [Tertilt, Michele] Univ Mannheim, Mannheim, Germany.
RP Livshits, I (reprint author), Univ Western Ontario, London, ON N6A 3K7, Canada.
OI Livshits, Igor/0000-0002-1069-9172
FU Economic Policy Research Institute; Social Science and Humanities
   Research Council; National Science FoundationNational Science Foundation
   (NSF) [SES-0748889]
FX We thank KartikAthreya as well as seminar participants at numerous
   conferences and institutions for helpful comments. We thank the editor
   and three anonymous referees for very useful suggestions, and are
   especially grateful to Karen Pence for her assistance with the Board of
   Governors interest rate data. We thank the Economic Policy Research
   Institute, the Social Science and Humanities Research Council (Livshits,
   MacGee) and the National Science Foundation SES-0748889 (Tertilt) for
   financial support. Wendi Goh, Vuong Nguyen, James Partridge, Inken
   Toewe, Wenya Wang, and Alex Wu provided excellent research assistance.
   An earlier version of this article circulated as "Costly Contracts and
   Consumer Credit", and was presented at the 2007 SED meetings. The term
   "democratization of credit"-in reference to the increased access to
   credit of middle and lower income households-was first used by former
   Federal Reserve Governor Lawrence Lindsey in 1997.
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NR 83
TC 9
Z9 9
U1 2
U2 22
PU OXFORD UNIV PRESS
PI OXFORD
PA GREAT CLARENDON ST, OXFORD OX2 6DP, ENGLAND
SN 0034-6527
EI 1467-937X
J9 REV ECON STUD
JI Rev. Econ. Stud.
PD OCT
PY 2016
VL 83
IS 4
BP 1673
EP 1710
DI 10.1093/restud/rdw011
PG 38
WC Economics
SC Business & Economics
GA DZ9OL
UT WOS:000386206500012
DA 2020-02-20
ER

PT J
AU Ferreira, FAF
   Jalali, MS
   Ferreira, JJM
   Stankeviciene, J
   Marques, CSE
AF Ferreira, Fernando A. F.
   Jalali, Marjan S.
   Ferreira, Joao J. M.
   Stankeviciene, Jelena
   Marques, Carla S. E.
TI Understanding the dynamics behind bank branch service quality in
   Portugal: pursuing a holistic view using fuzzy cognitive mapping
SO SERVICE BUSINESS
LA English
DT Article
DE Bank branch; Determinants of service quality; Dynamics; Fuzzy cognitive
   maps; Holistic view
ID DATA ENVELOPMENT ANALYSIS; CANADIAN BANK; PERFORMANCE EVALUATION;
   COMMERCIAL-BANKS; DEA APPLICATION; MAPS; EFFICIENCY; FRAMEWORK;
   MANAGEMENT; MODEL
AB Using fuzzy cognitive mapping, this study aims to create a holistic framework whereby the determinants of bank branch service quality and their cause-and-effect relationships can be identified and dynamically analyzed. The methodology is applied using a group of experts from the banking industry in Portugal. Our results not only indicate the applicability and usefulness of the proposed approach, but identify human resource characteristics (which include collaborators' personal and professional training) and management team technical skills as particularly relevant driving forces of bank branch service quality. The proposal holds great potential for the operational planning and improvement of bank branch service quality, which is a prime concern for bank administrators, bank branch collaborators, and society at large. Advantages and shortcomings of the framework are also reported.
C1 [Ferreira, Fernando A. F.; Jalali, Marjan S.] Univ Inst Lisbon, ISCTE Business Sch, BRU IUL, Ave Forcas Armadas, P-1649026 Lisbon, Portugal.
   [Ferreira, Fernando A. F.] Univ Memphis, Fogelman Coll Business & Econ, Memphis, TN 38152 USA.
   [Ferreira, Joao J. M.] Univ Beira Interior, Dept Business & Econ, Estr Sineiro, P-6200209 Covilha, Portugal.
   [Ferreira, Joao J. M.] Univ Beira Interior, NECE Res Ctr, Estr Sineiro, P-6200209 Covilha, Portugal.
   [Stankeviciene, Jelena] Vilnius Gediminas Tech Univ, Fac Business Management, Sauletekio Al 11, LT-10223 Vilnius, Lithuania.
   [Marques, Carla S. E.] Univ Tras Os Montes & Alto Douro, Dept Econ Sociol & Management, P-5001801 Quinta De Prados, Vila Real, Portugal.
   [Marques, Carla S. E.] Univ Tras Os Montes & Alto Douro, CETRAD Res Ctr, P-5001801 Quinta De Prados, Vila Real, Portugal.
RP Ferreira, FAF (reprint author), Univ Inst Lisbon, ISCTE Business Sch, BRU IUL, Ave Forcas Armadas, P-1649026 Lisbon, Portugal.; Ferreira, FAF (reprint author), Univ Memphis, Fogelman Coll Business & Econ, Memphis, TN 38152 USA.
EM jjmf@ubi.pt; marjan.jalali@iscte.pt; jjmf@ubi.pt;
   jelena.stankeviciene@vgtu.lt; smarques@utad.pt
RI Marques, Carla Susana/U-2410-2018; Ferreira, Joao J./K-7669-2012
OI Marques, Carla Susana/0000-0003-1557-1319; Ferreira, Joao
   J./0000-0002-5928-2474
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NR 55
TC 14
Z9 14
U1 2
U2 22
PU SPRINGER HEIDELBERG
PI HEIDELBERG
PA TIERGARTENSTRASSE 17, D-69121 HEIDELBERG, GERMANY
SN 1862-8516
EI 1862-8508
J9 SERV BUS
JI Serv. Bus.
PD SEP
PY 2016
VL 10
IS 3
BP 469
EP 487
DI 10.1007/s11628-015-0278-x
PG 19
WC Business; Management
SC Business & Economics
GA EB4OJ
UT WOS:000387350900001
DA 2020-02-20
ER

PT J
AU Kaur, J
   Kaur, B
AF Kaur, Jasveen
   Kaur, Baljit
TI The Influence of e-CRM Competitive Advantage on e-CRM Performance in the
   Indian Banking Industry
SO STRATEGIC CHANGE-BRIEFINGS IN ENTREPRENEURIAL FINANCE
LA English
DT Article
AB e-CRM competitive advantage attained through e-CRM tools and techniques is a positive indicator of the financial and non-financial performance of the banks in India, thereby boosting the overall banks' profitability.
C1 [Kaur, Jasveen; Kaur, Baljit] Guru Nanak Dev Univ, Univ Business Sch UBS, Amritsar 143005, Punjab, India.
RP Kaur, J (reprint author), Guru Nanak Dev Univ, Univ Business Sch UBS, Amritsar 143005, Punjab, India.
EM jasveenkaurgndu@gmail.com
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NR 37
TC 0
Z9 0
U1 1
U2 14
PU JOHN WILEY & SONS LTD
PI CHICHESTER
PA THE ATRIUM, SOUTHERN GATE, CHICHESTER PO19 8SQ, W SUSSEX, ENGLAND
SN 1086-1718
EI 1099-1697
J9 STRATEG CHANG
JI Strateg. Chang.
PD SEP
PY 2016
VL 25
IS 5
BP 537
EP 550
DI 10.1002/jsc.2079
PG 14
WC Business, Finance
SC Business & Economics
GA DX9XQ
UT WOS:000384750700006
DA 2020-02-20
ER

PT J
AU Bryson, D
   Atwal, G
   Chaudhuri, A
   Dave, K
AF Bryson, Douglas
   Atwal, Glyn
   Chaudhuri, Anindita
   Dave, Kartik
TI Antecedents of Intention to Use Green Banking Services in India
SO STRATEGIC CHANGE-BRIEFINGS IN ENTREPRENEURIAL FINANCE
LA English
DT Article
ID CORPORATE SOCIAL-RESPONSIBILITY; PERCEIVED CONSUMER EFFECTIVENESS;
   ENVIRONMENTAL CONCERN; PLANNED BEHAVIOR; INTERPERSONAL INFLUENCE;
   CULTURAL-VALUES; BRAND TRUST; PERFORMANCE; ATTITUDES; MODEL
AB Banks in India face opportunities to innovate to meet changing expectations regarding green banking practices.
C1 [Bryson, Douglas] ESC Rennes Sch Business, Rennes, France.
   [Atwal, Glyn] Univ Bourgogne Franche Comte, ESC Dijon CEREN, Besancon, France.
   [Chaudhuri, Anindita] Univ Calcutta, Dept Psychol, Kolkata 700073, W Bengal, India.
   [Dave, Kartik] Ambedkar Univ Delhi, Sch Business Publ Policy & Social Entrepreneurshi, Mkt, Delhi, India.
RP Atwal, G (reprint author), Univ Bourgogne Franche Comte, ESC Dijon CEREN, Besancon, France.
EM glyn.atwal@escdijon.eu
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NR 107
TC 2
Z9 2
U1 0
U2 10
PU JOHN WILEY & SONS LTD
PI CHICHESTER
PA THE ATRIUM, SOUTHERN GATE, CHICHESTER PO19 8SQ, W SUSSEX, ENGLAND
SN 1086-1718
EI 1099-1697
J9 STRATEG CHANG
JI Strateg. Chang.
PD SEP
PY 2016
VL 25
IS 5
BP 551
EP 567
DI 10.1002/jsc.2080
PG 17
WC Business, Finance
SC Business & Economics
GA DX9XQ
UT WOS:000384750700007
DA 2020-02-20
ER

PT J
AU Boakye, KG
   Prybutok, VR
   Blankson, C
AF Boakye, Kwabena G.
   Prybutok, Victor R.
   Blankson, Charles
TI An Integrated Model of Quality for Mass Services in the Context of the
   Ghanaian Retail Banking Sector
SO THUNDERBIRD INTERNATIONAL BUSINESS REVIEW
LA English
DT Article
DE service industry; investment model; customer commitment; service
   quality; PLS-SEM
ID INVESTMENT MODEL; CUSTOMER SATISFACTION; FINANCIAL SERVICES; SWITCHING
   BARRIERS; FUTURE-RESEARCH; COMMITMENT; PROVIDERS; LOYALTY; MARKET;
   ASSOCIATIONS
AB This study draws upon the service literature and operationalizes the investment model in the services domain to examine factors that contribute to customers' desire to maintain service relationships with firms (i.e., retail banks) in an emerging economy in sub-Saharan Africa: Ghana. We empirically test the explanatory power and robustness of the investment model using 218 customers of various banking institutions in Ghana. Results from partial least squaresstructural equation modeling (PLS-SEM)reveal that (1) service quality is positively associated with customer satisfaction, investment size, and customer commitment; and (2) while customer satisfaction is positively associated with customer commitment, both investment size and quality of attractive alternatives are not associated with customer commitment. Interestingly, we found investment size to have a positive association with customer commitment only when fully mediated by customer satisfaction. Our model reveals that service quality and customer satisfaction predict 79.3% of the variation in customer commitment toward maintaining a service relationship with their retail banks. Discussion and managerial implications conclude the article. (c) 2015 Wiley Periodicals, Inc.
C1 [Boakye, Kwabena G.] Georgia Southern Univ, Dept Logist & Supply Chain Management, Statesboro, GA 30460 USA.
   [Prybutok, Victor R.] Univ North Texas, Informat Technol & Decis Sci Dept, Decis Sci, Denton, TX USA.
   [Prybutok, Victor R.] Univ North Texas, Coll Business, Grad Programs & Res, Denton, TX USA.
   [Blankson, Charles] Univ North Texas, Coll Business, Dept Mkt, Mkt, Denton, TX USA.
RP Boakye, KG (reprint author), Georgia Southern Univ, Coll Business Adm, Dept Logist & Supply Chain Management, POB 8036, Statesboro, GA 30460 USA.
EM kboakye@georgiasouthern.edu
FU College of Business Administration at Georgia Southern University
FX The authors are grateful to the anonymous reviewers and the editor for
   their valuable feedback to strengthen the paper. The lead author wishes
   to acknowledge funding from the College of Business Administration at
   Georgia Southern University in support of this project.
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NR 66
TC 2
Z9 2
U1 0
U2 7
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1096-4762
EI 1520-6874
J9 THUNDERBIRD INT BUS
JI Thunderbird Int. Bus. Rev.
PD SEP-OCT
PY 2016
VL 58
IS 5
BP 425
EP 438
DI 10.1002/tie.21768
PG 14
WC Business
SC Business & Economics
GA DV5PE
UT WOS:000382979300006
DA 2020-02-20
ER

PT J
AU Jovovic, R
   Lekic, E
   Jovovic, M
AF Jovovic, Radislav
   Lekic, Elvis
   Jovovic, Miroslav
TI Monitoring the Quality of Services in Electronic Banking
SO JOURNAL OF CENTRAL BANKING THEORY AND PRACTICE
LA English
DT Article
DE electronic banking; electronic services; service quality; models;
   information technology
AB Successful development of electronic banking is in direct correlation with the quality of services in electronic banking. Therefore, it is necessary that the banks are familiar with the attributes of electronic services on which clients assess the bank's quality and client's satisfaction with them, in order to be able to monitor, correct and improve the performance of electronic banking. We start from the hypothesis that there are already developed theoretical models for measuring the quality of e-banking services but they must be adjusted to the specific environment that is analysed in order to obtain reliable and quality information. The qualitative and quantitative research methods are applied in this paper in order to a get adjusted theoretical model (instrument) for measuring the quality of electronic banking services. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument) for measuring quality of online banking allows obtaining reliable data, and information in the particular environment. And the results are: significant information about the quality of e-banking, modified theoretical model, information about the dimensions of quality of e-banking, customer satisfaction, and pathways and guidelines for the improvement of e-banking. The measuring of quality of electronic banking services in not one time activity but repeated one, as permanent monitoring strategy. This research is widely applicable even though it was conducted in the context of Montenegrin e-banking, since most of the banks in Montenegro are owned by well-known European banks, and it is expected that the obtained knowledge and information can be generalized.
C1 [Jovovic, Radislav] Mediterranean Univ Podgorica, Podgorica, Montenegro.
   [Lekic, Elvis] Soc Gen Bank, Podgorica, Montenegro.
   [Jovovic, Miroslav] Cent Bank Montenegro, Podgorica, Montenegro.
RP Jovovic, R (reprint author), Mediterranean Univ Podgorica, Podgorica, Montenegro.
EM radejovovic@t-com.me; elvis.lekic@gmail.com; miroslav.jovovic@cbcg.me
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NR 35
TC 0
Z9 0
U1 0
U2 2
PU DE GRUYTER POLAND SP ZOO
PI WARSAW
PA BOGUMILA ZUGA 32A STR., 01-811 WARSAW, POLAND
SN 1800-9581
EI 2336-9205
J9 J CENT BANK THEOR PR
JI J. Cent. Bank Theor. Pract.
PD SEP
PY 2016
VL 5
IS 3
BP 99
EP 119
DI 10.1515/jcbtp-2016-0022
PG 21
WC Business, Finance
SC Business & Economics
GA VH0NW
UT WOS:000449847700006
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Stamenkov, G
   Dika, Z
AF Stamenkov, Gjoko
   Dika, Zamir
TI Bank employees' internal and external perspectives on e-service quality,
   satisfaction and loyalty
SO ELECTRONIC MARKETS
LA English
DT Article
DE E-service quality; E-service; Internal users; External customers; Factor
   relevance
ID INFORMATION-SYSTEMS SUCCESS; MULTIPLE-ITEM SCALE; CUSTOMER SATISFACTION;
   TECHNOLOGY ACCEPTANCE; CONSUMER PERCEPTIONS; USER ACCEPTANCE; WEBSITE
   QUALITY; MCLEAN MODEL; ONLINE; PROFITABILITY
AB The goal of this study is to explain how and why people alter their cognition and attitude toward e-service quality, satisfaction and loyalty, depending on their perspective. We surveyed bank employees from two perspectives: first as employees and internal users for an internal perspective and then as external customers for an external perspective. The results of the empirical analysis indicated a change in e-service quality factor significance and impact and relationships among e-service quality, satisfaction and loyalty. Context- and service-type dependency is empirically confirmed. The moderator variable is type of service. The findings are explained. Theoretical and practical implications are discussed through the lens of theory of reasoned action, the technology acceptance model and expectancy-disconfirmation theory.
C1 [Stamenkov, Gjoko; Dika, Zamir] South East European Univ, Ilindenska 335, Tetovo 1200, Macedonia.
RP Stamenkov, G (reprint author), South East European Univ, Ilindenska 335, Tetovo 1200, Macedonia.
EM gjoko.stamenkov@mikasta.com
RI Stamenkov, Gjoko/A-3832-2015
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NR 118
TC 5
Z9 5
U1 0
U2 63
PU SPRINGER HEIDELBERG
PI HEIDELBERG
PA TIERGARTENSTRASSE 17, D-69121 HEIDELBERG, GERMANY
SN 1019-6781
EI 1422-8890
J9 ELECTRON MARK
JI Electron. Mark.
PD AUG
PY 2016
VL 26
IS 3
BP 291
EP 309
DI 10.1007/s12525-016-0221-6
PG 19
WC Business; Management
SC Business & Economics
GA DR5ZE
UT WOS:000379980100008
DA 2020-02-20
ER

PT J
AU Arora, S
   Neha
AF Arora, Sangeeta
   Neha
TI Determinants of Customer-based Brand Equity: A Study of Public and
   Private Banks
SO GLOBAL BUSINESS REVIEW
LA English
DT Article
DE Brand equity; banking sector; determinants; brand verdict;
   customer-based brand equity
AB The financial services sector has come a long way from arguing that banks are beyond branding to a phase where banks and other financial institutions are using branding strategically-like any other business. Banks have adopted various customer-centric strategies in order to develop a positive perception in the minds of customers. To develop and implement customer-centric strategies, banks need to provide a consistent brand experience to prevent customers from switching to rival banks. In order to understand the customer perception towards bank brand, there is a need to understand the concept of customer-based brand equity and its main determinants. The customer-based brand equity is a set of brand-related associations held by the consumers in their memory (Keller, 1993). The current article aims to identify the various determinants of customer-based brand equity in the banking industry and to verify whether these determinants vary across bank types. For this purpose, a structured questionnaire was developed and a sample of 120 respondents was taken from selected public sector banks and private sector banks of Jalandhar. Factor analysis produced six factors, that is, brand investments, brand performance, brand salience, brand verdict, brand feelings and brand unfamiliarity, which accounted for 73 per cent variance. The findings revealed that out of the six factors extracted from the study, brand verdict emerged as the most significant factor that led to the determination of customer-based brand equity. The results of independent sample t-test showed no significant differences in the perceptions of customers of public and private banks with respect to customer-based brand equity. Correlation analysis was also conducted on the study variables and the results indicated that there are strong, positive and significant relationships between brand performance and brand feelings, and between brand performance and brand verdict. The multiple regression results showed that only brand performance, brand salience and brand feelings have a significant influence on brand verdict, whereas brand investment had a significant negative impact on brand verdict.
C1 [Arora, Sangeeta; Neha] Guru Nanak Dev Univ, Dept Commerce, Amritsar 143005, Punjab, India.
RP Neha (reprint author), Guru Nanak Dev Univ, Dept Commerce, Amritsar 143005, Punjab, India.
EM neha.deesha.chaudhary@gmail.com
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NR 41
TC 2
Z9 2
U1 1
U2 2
PU SAGE PUBLICATIONS LTD
PI LONDON
PA 1 OLIVERS YARD, 55 CITY ROAD, LONDON EC1Y 1SP, ENGLAND
SN 0972-1509
EI 0973-0664
J9 GLOB BUS REV
JI Glob. Bus. Rev.
PD AUG
PY 2016
VL 17
IS 4
BP 905
EP 920
DI 10.1177/0972150916645693
PG 16
WC Business
SC Business & Economics
GA VD3LT
UT WOS:000436670800011
DA 2020-02-20
ER

PT J
AU Allen, J
   Damar, HE
   Martinez-Miera, D
AF Allen, Jason
   Damar, H. Evren
   Martinez-Miera, David
TI Consumer Bankruptcy, Bank Mergers, and Information
SO REVIEW OF FINANCE
LA English
DT Article
ID MARKET POWER; CREDIT; CONSOLIDATION; DISTANCE; INDUSTRY
AB This article analyzes the relationship between consumer bankruptcy patterns and the destruction of soft information caused by mergers. Using a major Canadian bank merger as a source of exogenous variation in local banking conditions, we show that local markets affected by the merger exhibit an increase in consumer bankruptcy rates post-merger. The evidence is consistent with the most plausible mechanism being the disruption of consumer-bank relationships. Markets affected by the merger show a decrease in the merging institutions' branch presence and market share, including those stemming from higher switching rates. We rule out alternative mechanisms such as changes in quantity of credit, loan rates, or observable borrower characteristics.
C1 [Allen, Jason; Damar, H. Evren] Bank Canada, Ottawa, ON, Canada.
   [Martinez-Miera, David] Univ Carlos III Madrid, E-28903 Getafe, Spain.
RP Allen, J (reprint author), Bank Canada, Ottawa, ON, Canada.
RI MARTINEZ-MIERA, DAVID/AAC-8412-2020
OI MARTINEZ-MIERA, DAVID/0000-0001-8862-3461
FU Office of the Superintendent of Bankruptcy; Banco de Espana "II Programa
   de Excelencia en Educacion e Investigacion"; Fundacion Ramon Areces;
   Ministerio de Ciencia e InnovacionInstituto de Salud Carlos III
   [ECO2013-42849-P, JCI-2011-08963]
FX The views expressed in this article are those of the authors. No
   responsibility for them should be attributed to the Bank of Canada. We
   thank the Office of the Superintendent of Bankruptcy for their support.
   We are grateful to an anonymous referee whose direction led to an
   improved paper. We thank Hans Degryse, Emre Ergungor, Reint Gropp, Ben
   Keys, Jim MacGee, Randall Morck, Steven Ongena, Teodora Paligorova,
   Barry Scholnick, Javier Suarez, Francesco Trebbi, and seminar
   participants at the Bank of Canada annual conference on financial
   intermediation and vulnerabilities, the ECB, Tilburg 6th annual
   financial stability conference, the Office of the Superintendent of
   Bankruptcy's symposium on insolvency and financial literacy research,
   University of Alberta, University of Victoria, Lakehead University,
   Competition Bureau, ESSFM Gerzensee, IFASB Valencia, the Federal Reserve
   Bank of Kansas City, and CEMFI. Part of this research was done when
   David Martinez-Miera was a visiting scholar at the Bank of Canada. David
   Martinez-Miera acknowledges financial support from Banco de Espana "II
   Programa de Excelencia en Educacion e Investigacion", Fundacion Ramon
   Areces and Ministerio de Ciencia e Innovacion "ECO2013-42849-P" and
   "JCI-2011-08963". Andrew Usher, Chloe Yao, and Mark Rempel provided
   excellent research assistance. All errors are our own.
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NR 44
TC 3
Z9 3
U1 0
U2 13
PU OXFORD UNIV PRESS
PI OXFORD
PA GREAT CLARENDON ST, OXFORD OX2 6DP, ENGLAND
SN 1572-3097
EI 1573-692X
J9 REV FINANC
JI Rev. Financ.
PD JUL
PY 2016
VL 20
IS 4
BP 1289
EP 1320
DI 10.1093/rof/rfv038
PG 32
WC Business, Finance; Economics
SC Business & Economics
GA DR3BP
UT WOS:000379777900001
DA 2020-02-20
ER

PT J
AU Nisha, N
AF Nisha, Nabila
TI Exploring the Dimensions of Mobile Banking Service Quality: Implications
   for the Banking Sector
SO INTERNATIONAL JOURNAL OF BUSINESS ANALYTICS
LA English
DT Article
DE Bangladesh; Banks; E-S-QUAL; Mobile Banking; Service Quality; UTAUT
ID MULTIPLE-ITEM SCALE; INFORMATION-TECHNOLOGY; CUSTOMER SATISFACTION;
   UNIFIED THEORY; HEALTH-CARE; ACCEPTANCE; MODEL; KNOWLEDGE; ADOPTION;
   CHINA
AB Today, mobile phone is an essential part of the lives of most people - a reason why, banking sector and mobile phone service providers have teamed up to provide banking services to customers via mobile phones. However, customers often are critical of the quality of such alternative financial delivery services provided by banks. The aim of this paper is to examine the underlying factors and service qualities that can influence customers' behavioral intentions towards the use of mobile banking services in Bangladesh. The hybrid model in this study identifies service qualities like reliability, privacy, information quality, responsiveness and empathy that capture customers' overall perceptions of the performance of mobile banking services. In addition, other factors like performance expectancy, effort expectancy and facilitating conditions significantly influence customers' intention to use such services. Implications of these findings provide practical recommendations to banking industry, and directions for further work from the perspective of Bangladesh.
C1 [Nisha, Nabila] North South Univ, Accounting & Finance, Sch Business & Econ, Dhaka, Bangladesh.
RP Nisha, N (reprint author), North South Univ, Accounting & Finance, Sch Business & Econ, Dhaka, Bangladesh.
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NR 52
TC 7
Z9 7
U1 1
U2 9
PU IGI GLOBAL
PI HERSHEY
PA 701 E CHOCOLATE AVE, STE 200, HERSHEY, PA 17033-1240 USA
SN 2334-4547
EI 2334-4555
J9 INT J BUS ANAL
JI Int. J. Bus. Anal.
PD JUL-SEP
PY 2016
VL 3
IS 3
BP 60
EP 76
DI 10.4018/IJBAN.2016070104
PG 17
WC Business
SC Business & Economics
GA FJ8RR
UT WOS:000413036800004
DA 2020-02-20
ER

PT J
AU Jalali, MS
   Ferreira, FAF
   Ferreira, JJM
   Meidute-Kavaliauskiene, I
AF Jalali, Marjan S.
   Ferreira, Fernando A. F.
   Ferreira, Joao J. M.
   Meidute-Kavaliauskiene, Ieva
TI Integrating Metacognitive and Psychometric Decision-Making Approaches
   for Bank Customer Loyalty Measurement
SO INTERNATIONAL JOURNAL OF INFORMATION TECHNOLOGY & DECISION MAKING
LA English
DT Article
DE Bank branch service; bank customer loyalty measurement; cognitive maps;
   MCDA; AHP; TODIM; Prospect Theory
ID MULTICRITERIA ANALYSIS; TODIM METHOD; MODEL; SATISFACTION; FRAMEWORK;
   SYSTEM; IMPLEMENTATION; NEGOTIATION; MANAGEMENT; STRATEGY
AB Greater competition and the aftermath of the financial crisis have meant that banks are increasingly focused on improving service quality and achieving higher levels of customer loyalty. Doing so requires being able to identify, understand and measure the determinants of such loyalty, however; and given the variety of multi-faceted factors involved, and the interrelationships among them, this is a complex undertaking. This paper proposes and tests an integrated application of cognitive mapping and multiple criteria decision analysis (MCDA), thus combining metacognitive and psychometric decision-making approaches, to create a framework for the assessment of bank customer loyalty, which identifies its determinants and allows the trade-offs among them to be calculated. Practical advantages and limitations of our proposal are also discussed.
C1 [Jalali, Marjan S.; Ferreira, Fernando A. F.] Univ Inst Lisbon, BRU IUL, ISCTE Business Sch, Ave Forcas Armadas, P-1649026 Lisbon, Portugal.
   [Ferreira, Fernando A. F.] Univ Memphis, Fogelman Coll Business & Econ, Memphis, TN 38152 USA.
   [Ferreira, Joao J. M.] Univ Beira Interior, Dept Econ & Business, Estrada Sineiro, P-6200209 Covilha, Portugal.
   [Ferreira, Joao J. M.] NECE Res Unit, Covilha, Portugal.
   [Meidute-Kavaliauskiene, Ieva] Vilnius Gediminas Tech Univ, Fac Business Management, Sauletekio Al 11, LT-10223 Vilnius, Lithuania.
   [Meidute-Kavaliauskiene, Ieva] Univ Inst Lisbon, BRU IUL, Ave Forcas Armadas, P-1649026 Lisbon, Portugal.
RP Ferreira, FAF (reprint author), Univ Inst Lisbon, BRU IUL, ISCTE Business Sch, Ave Forcas Armadas, P-1649026 Lisbon, Portugal.; Ferreira, FAF (reprint author), Univ Memphis, Fogelman Coll Business & Econ, Memphis, TN 38152 USA.
EM marjan.jalali@iscte.pt; fernando.alberto.ferreira@iscte.pt; jjmf@ubi.pt;
   ieva.meidutekavaliauskiene@vgtu.it
RI Meidute-Kavaliauskiene, Ieva/AAD-6877-2019; Ferreira, Joao
   J./K-7669-2012
OI Meidute-Kavaliauskiene, Ieva/0000-0003-0435-7632; Ferreira, Joao
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NR 75
TC 25
Z9 25
U1 4
U2 24
PU WORLD SCIENTIFIC PUBL CO PTE LTD
PI SINGAPORE
PA 5 TOH TUCK LINK, SINGAPORE 596224, SINGAPORE
SN 0219-6220
EI 1793-6845
J9 INT J INF TECH DECIS
JI Int. J. Inf. Technol. Decis. Mak.
PD JUL
PY 2016
VL 15
IS 4
SI SI
BP 815
EP 837
DI 10.1142/S0219622015500236
PG 23
WC Computer Science, Artificial Intelligence; Computer Science, Information
   Systems; Computer Science, Interdisciplinary Applications; Operations
   Research & Management Science
SC Computer Science; Operations Research & Management Science
GA DV2UB
UT WOS:000382776100005
DA 2020-02-20
ER

PT J
AU Laukkanen, T
AF Laukkanen, Tommi
TI Consumer adoption versus rejection decisions in seemingly similar
   service innovations: The case of the Internet and mobile banking
SO JOURNAL OF BUSINESS RESEARCH
LA English
DT Article
DE Consumer resistance; Adoption; Rejection; Service innovation; Internet
   banking; Mobile banking; Logistic regression
ID ACCEPTANCE MODEL; USER ACCEPTANCE; PERCEIVED RISK; EARLY ADOPTERS;
   RESISTANCE; TECHNOLOGY; INFORMATION; USAGE; DIFFUSION; ONLINE
AB This study posits that all innovations meet consumer resistance, and overcoming this opposition must occur prior to product adoption. Factors driving service innovation resistance remain unclear. To better understand this behavior, the present study examines how five theory-driven adoption barriers usage, value, risk, tradition, and image - as well as three consumer demographics gender, age, and income influence consumer adoption versus rejection decisions in Internet and mobile banking. Data from two large nationwide surveys conducted in Finland (n = 1736 consumers) test hypotheses using binary logit models comparing mobile banking adopters versus non-adopters, mobile banking postponers versus rejecters, and Internet banking postponers versus rejecters. Study results find that the value barrier is the strongest inhibitor of Internet and mobile banking adoption. In addition, the image barrier slows mobile banking adoption, and the tradition barrier explains the rejection of Internet banking. Gender and age significantly predict adoption and rejection decisions. The results demonstrate notable differences between these seemingly similar service innovations. (C) 2016 Elsevier Inc. All rights reserved.
C1 [Laukkanen, Tommi] Univ Eastern Finland, FI-80101 Joensuu, Finland.
RP Laukkanen, T (reprint author), Univ Eastern Finland, Sch Business, POB 111, FI-80101 Joensuu, Finland.
EM tommi.laukkanen@uef.fi
OI Laukkanen, Tommi/0000-0002-6353-2835
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NR 67
TC 77
Z9 77
U1 25
U2 164
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA STE 800, 230 PARK AVE, NEW YORK, NY 10169 USA
SN 0148-2963
EI 1873-7978
J9 J BUS RES
JI J. Bus. Res.
PD JUL
PY 2016
VL 69
IS 7
BP 2432
EP 2439
DI 10.1016/j.jbusres.2016.01.013
PG 8
WC Business
SC Business & Economics
GA DL7HR
UT WOS:000375812300014
DA 2020-02-20
ER

PT J
AU Gharib, PA
AF Gharib, Padid Akbarzadeh
TI The Determination of User Satisfaction with Personal Internet Banking
   Services in the Context of Australia
SO JOURNAL OF ELECTRONIC COMMERCE IN ORGANIZATIONS
LA English
DT Article
DE Australia; Customer Satisfaction; IS-Success; Multidimensional Trust;
   Perceived Risk; Personal Internet Banking
ID INFORMATION-SYSTEMS SUCCESS; CUSTOMER SATISFACTION; MCLEAN MODEL;
   DELONE; RESPECIFICATION; VALIDATION; SCALE
AB Based on previous studies a theoretical framework of the determinants of an individual's satisfaction using Personal Internet Banking services is formulated incorporating information system success factors complemented by elements of behavioral and environmental uncertainties (multidimensional trust and perceived risk). Data was collected using an online self-administered questionnaire from a sample of 370 users in Australia and analyzed in order to determine the relationships among factors that have significant causal effects on customer satisfaction. The results confirm the importance of some of the factors reported in previous studies but also reveal unreported significant direct and indirect causal effects on customer satisfaction. Practical conclusions provide new perspectives for Australian banks on keeping customers highly satisfied with online banking services, as the main objective of this study.
C1 [Gharib, Padid Akbarzadeh] Assumption Univ, Dept Sci & Technol, Bangkok, Thailand.
RP Gharib, PA (reprint author), Assumption Univ, Dept Sci & Technol, Bangkok, Thailand.
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NR 43
TC 0
Z9 0
U1 0
U2 5
PU IGI GLOBAL
PI HERSHEY
PA 701 E CHOCOLATE AVE, STE 200, HERSHEY, PA 17033-1240 USA
SN 1539-2937
EI 1539-2929
J9 J ELECTRON COMMER OR
JI J. Electron. Commer. Organ.
PD JUL-SEP
PY 2016
VL 14
IS 3
BP 57
EP 79
DI 10.4018/JECO.2016070104
PG 23
WC Business
SC Business & Economics
GA FF1FI
UT WOS:000408644800004
DA 2020-02-20
ER

PT J
AU Luzzetti, MN
   Neumuller, S
AF Luzzetti, Matthew N.
   Neumuller, Seth
TI Learning and the dynamics of consumer unsecured debt and bankruptcies
SO JOURNAL OF ECONOMIC DYNAMICS & CONTROL
LA English
DT Article
DE Unsecured debt; Bankruptcy; Adaptive learning
ID EXPECTATIONS; MARKET
AB During the Great Moderation, the consumer unsecured debt-to-income ratio nearly doubled and the personal bankruptcy filing rate more than quadrupled. This historically tranquil period ended in 2008 with a severe recession and a protracted credit crunch. We develop a theory of learning in which consumers and lenders adjust their beliefs about the riskiness of the economic environment over time in response to the realized sequence of aggregate shocks and then embed it into an otherwise standard quantitative model of consumer default. Simulations of the model suggest that learning can explain as much as half of the recent boom and bust cycle in consumer unsecured debt and a modest fraction of the rise in bankruptcy filings prior to 2005. (C) 2016 Elsevier B.V. All rights reserved.
C1 [Luzzetti, Matthew N.] Deutsch Bank Securities Inc, 60 Wall St, New York, NY 10005 USA.
   [Neumuller, Seth] Wellesley Coll, Dept Econ, 106 Cent St, Wellesley, MA 02481 USA.
RP Neumuller, S (reprint author), Wellesley Coll, Dept Econ, 106 Cent St, Wellesley, MA 02481 USA.
EM matthew.luzzetti@db.com; seth.neumuller@wellesley.edu
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NR 26
TC 2
Z9 2
U1 0
U2 13
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0165-1889
EI 1879-1743
J9 J ECON DYN CONTROL
JI J. Econ. Dyn. Control
PD JUN
PY 2016
VL 67
BP 22
EP 39
DI 10.1016/j.jedc.2016.03.007
PG 18
WC Economics
SC Business & Economics
GA DN8JJ
UT WOS:000377324700002
DA 2020-02-20
ER

PT J
AU Mohamad, J
   Majid, MFC
AF Mohamad, Juwairiah
   Majid, Muhammad Fakhirin Che
TI A STUDY ON THE CUSTOMER'S ACCEPTANCE TOWARDS ISLAMIC BANKING PRODUCTS
   AMONG NON-MUSLIM IN DUAL BANKING SYSTEM
SO INTERNATIONAL JOURNAL OF MANAGEMENT STUDIES
LA English
DT Article
DE Islamic banking products; non-Muslim customers; acceptance
AB Islamic banking products (IBP) are offered not only to the Muslim community, but also to communities of other religions who are free to choose products depending on their convenience. According to a report, the percentage of non-Muslim communities choosing IBP in Malaysia has been steadily increasing and is expected to continue to increase in future. The Dual Banking System is one of the initiatives that has been created in conventional banks as an extra facility for the communities to engage with IBP easily without going to Islamic Banks. This paper aims to study the factors that drive non-Muslim customers to accept IBP. Specifically, this paper examines the relationship between four factors: knowledge, understanding, perception and the level of awareness among non-Muslim customers regarding their acceptance on IBP in the Dual Banking System. About 140 non-Muslim IBP customers of the Dual Banking System around Changlun, Jitra and Alor Setar were selected based on convenience and were randomly picked as respondents of this study. Some data were also collected through interviews with the bank personnel and the bank's customers besides the self-administered questionnaire survey. Employing the SPSS approach, the hypotheses of the study were tested. The findings showed that there are significance relationships between customer's knowledge, understanding, positive perception, and the level of awareness perceived among non-Muslim customers and their acceptance of IBP.
C1 [Mohamad, Juwairiah; Majid, Muhammad Fakhirin Che] Univ Utara Malaysia, Islamic Business Sch, Sintok, Malaysia.
RP Mohamad, J (reprint author), Univ Utara Malaysia, Islamic Business Sch, Sintok, Malaysia.
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   Ahmad N., 2002, INT J ISLAMIC FINANC, V3, P13
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NR 20
TC 1
Z9 1
U1 0
U2 1
PU UNIV UTARA MALAYSIA PRESS
PI SINTOK
PA UNIV UTARA MALAYSIA PRESS, SINTOK, KEDAH 06010, MALAYSIA
SN 0127-8983
EI 2180-2467
J9 INT J MANAG STUD
JI Int. J. Manag. Stud.
PD JUN
PY 2016
VL 23
IS 1
BP 1
EP 11
PG 11
WC Management
SC Business & Economics
GA FF6AA
UT WOS:000409083100001
DA 2020-02-20
ER

PT J
AU Ngo, VM
   Nguyen, HH
AF Ngo, Vu Minh
   Nguyen, Huan Huu
TI The Relationship between Service Quality, Customer Satisfaction and
   Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector
SO JOURNAL OF COMPETITIVENESS
LA English
DT Article
DE service quality; customer satisfaction; customer loyalty; banking;
   competitive and mediators
ID PROFIT CHAIN; DYNAMIC CAPABILITIES; BALANCED SCORECARD; SWITCHING
   BARRIERS; PERFORMANCE; IMAGE; INTENTIONS; MANAGEMENT; CONTEXT; MODELS
AB This study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Increasingly intense competitiveness and fundamental changes in the business environment nowadays are forcing firms to implement a customer-focused strategy which raises the importance of customer-related constructs such as customer satisfaction, service quality, and customer loyalty in explaining a firm's performance. In particular, they are essential for competitiveness in industries where the exchanges are complex and customers are closely involved in the decision-making process, such as the banking industry. In this study, first, a research model about the interrelationships between service quality, customer satisfaction, and customer loyalty is suggested. Then a survey is conducted with retail banking customers about these constructs, which results in 261 valid respondents. The hypotheses are then proposed and tested using confirmatory factor analysis (CFA) and the structural equation modelling technique (SME). The analysis reveals that service quality and customer satisfaction are important antecedents of customer loyalty and customer satisfaction mediates the effects of service quality on customer loyalty. These findings suggest that there are non-linear relationships between three constructs and emphasize the need to treat customer loyalty management as a process which includes plenty of factors interacting with each other.
C1 [Ngo, Vu Minh] Tomas Bata Univ Zlin, Fac Econ & Management, Mostni 5139, Zlin 76001, Czech Republic.
   [Nguyen, Huan Huu] Univ Econ Ho Chi Minh City, Sch Banking, 59c Nguyen Dinh Chieu St,Dist 3, Ho Chi Minh City, Vietnam.
RP Ngo, VM (reprint author), Tomas Bata Univ Zlin, Fac Econ & Management, Mostni 5139, Zlin 76001, Czech Republic.
EM ngominhvu@gmail.com; Huannguyen@ueh.edu.vn
OI Ngo, Vu Minh/0000-0002-0997-4720
FU Internal Grant Agency of Faculty of Management and Economics, Tomas Bata
   University in Zlin [IGA/FaME/2016/020]
FX The research for this paper was financially supported by the Internal
   Grant Agency of Faculty of Management and Economics, Tomas Bata
   University in Zlin, grant No. IGA/FaME/2016/020.
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NR 54
TC 17
Z9 17
U1 0
U2 8
PU UNIV TOMASE BATI & ZLINE, FAK MANAGEMENTU EKONOMIKY
PI ZLIN
PA NAM T G MASARYKA 5555, ZLIN, 760 01, CZECH REPUBLIC
SN 1804-171X
EI 1804-1728
J9 J COMPETITIVENESS
JI J. Competitiveness
PD JUN
PY 2016
VL 8
IS 2
BP 103
EP 116
DI 10.7441/joc.2016.02.08
PG 14
WC Business; Economics; Management
SC Business & Economics
GA FI2TX
UT WOS:000411797900009
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Sharma, NK
AF Sharma, Naveen K.
TI Restructuring the SERVQUAL Dimensions in Banking Service: A Factor
   Analysis Approach in Indian Context
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Servqual; Service Quality; Expectation; Perception; Indian Context
ID CONSUMER PERCEPTIONS; BUSINESS PERFORMANCE; QUALITY MODEL; SCALE;
   SATISFACTION; EXPECTATIONS
AB Purpose: This research is an empirical study within the field of management, focused upon restructures the dimension of Servqual in banking service through factor analyses in Indian context.
   Methodology: It is solely based upon data research which includes quantitative and deductive reasoning. The data for the study collected from the primary as well as secondary sources, with the help of questionnaire. Data was collected from 309 banking customers located in different cities of Rajasthan. Statistical tools such as Karl Pearson's Coefficient of Correlation, Principal Component Analysis, The Kaiser-Meyer-Olkin (KMO) Measure of Sampling Adequacy test, Bartlett's sphericity test, Chi-square, Cronbach's alpha test of Reliability and Factor Analysis was used to test the hypothetical relationships among variables.
   Findings: This study reveals five different dimensions from the original Servqual scale. Modified Servqual therefore is a recommended instrument for future research when measuring banking service quality In Indian context as it specifically addressed the multidimensional character of banking service in Indian context.
   Research Implications: The findings from this study provide important information that can be used in the future research on service quality in banking arena by the industry, researchers and academia.
C1 [Sharma, Naveen K.] Govt Engn Coll, Dept Management Studies, Bikaner, Rajasthan, India.
   [Sharma, Naveen K.] Rajasthan Tech Univ, Fac Management Studies, Kota, Rajasthan, India.
RP Sharma, NK (reprint author), Govt Engn Coll, Dept Management Studies, Bikaner, Rajasthan, India.; Sharma, NK (reprint author), Rajasthan Tech Univ, Fac Management Studies, Kota, Rajasthan, India.
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NR 47
TC 1
Z9 1
U1 0
U2 0
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD JUN
PY 2016
VL 8
IS 12
BP 76
EP 90
PG 15
WC Business
SC Business & Economics
GA FH0DI
UT WOS:000410809100009
DA 2020-02-20
ER

PT J
AU Bhatnagar, H
AF Bhatnagar, Harshita
TI Corelates of Service Quality in Public and Private Sector Banks
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Service correlates; grievance redressal system; additional bank products
AB This is an empirical research paper which examined the demographic pattern of the customers using services at private and public sector bank and to know that how much banks focuses on correlates of service quality which plays prime role in customer satisfaction and loyalty. Survey was conducted on 200 customers to know the correlates. It is found that customers prefer reputed bank providing quick and effective services. SBI leads among Public sector banks and ICICI among Private Sector Banks. The Private Banks make their customers more aware about the grievance redressal system, about additional products, complaints status. Private Banks seem to have satisfied its customers with good services and they have been successful in retaining its customers by providing better facilities than Public sector Banks. But still Private Banks need to go a long way to become customer's first preference. Public sector banks enjoy the trust of the customers, which they have been leveraging to stay in the race however they need to improve their service quality by improving their physical facility, infrastructure and giving proper soft skill trainings to their employees.
C1 [Bhatnagar, Harshita] Vidya Bhawan Rural Inst, Dept Commerce & Management, Udaipur, India.
RP Bhatnagar, H (reprint author), Vidya Bhawan Rural Inst, Dept Commerce & Management, Udaipur, India.
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NR 9
TC 0
Z9 0
U1 1
U2 2
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD JUN
PY 2016
VL 8
IS 12
BP 118
EP 127
PG 10
WC Business
SC Business & Economics
GA FH0DI
UT WOS:000410809100012
DA 2020-02-20
ER

PT J
AU Rod, M
   Ashill, NJ
   Gibbs, T
AF Rod, Michel
   Ashill, Nicholas J.
   Gibbs, Tanya
TI Customer perceptions of frontline employee service delivery: A study of
   Russian bank customer satisfaction and behavioural intentions
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Customer Satisfaction; Gender; Survey; Russia; Core and relational
   service; Behavioural intentions
ID GENDER-ROLE ORIENTATIONS; MODERATING ROLE; RELATIONSHIP QUALITY;
   RELATIONAL BENEFITS; LOYALTY; SEX; WORK; COLLECTIVISM; EXPECTATIONS;
   DIMENSIONS
AB This study examines the nature of relationships between customer perceptions of frontline employee service delivery (core and relational), satisfaction and selected behavioural intentions by using customers of a commercial retail bank in Russia as its setting. Contrary to findings from North American-Western research, the study findings show that relational service delivery only significantly impacts customer satisfaction for Russian males whereas core service delivery only impacts this affective outcome for Russian female customers. Implications of the results are discussed and future research avenues are offered. (C) 2016 Elsevier Ltd. All rights reserved.
C1 [Rod, Michel] Carleton Univ, Sprott Sch Business, Ottawa, ON K1S 5B6, Canada.
   [Ashill, Nicholas J.; Gibbs, Tanya] Amer Univ Sharjah, Sch Business & Management, POB 26666, Sharjah, U Arab Emirates.
RP Rod, M (reprint author), Carleton Univ, Sprott Sch Business, Ottawa, ON K1S 5B6, Canada.
EM michel.rod@carleton.ca; nashill@aus.edu; tgibbs@aus.edu
OI Rod, Michel/0000-0003-2667-9915
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NR 125
TC 7
Z9 7
U1 1
U2 12
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD MAY
PY 2016
VL 30
BP 212
EP 221
DI 10.1016/j.jretconser.2016.02.005
PG 10
WC Business
SC Business & Economics
GA DL7WQ
UT WOS:000375851500021
DA 2020-02-20
ER

PT J
AU Bihari, SC
   Mahapatra, S
AF Bihari, Suresh Chandra
   Mahapatra, Shovita
TI Measuring Customer Satisfaction and Factors Affecting it in Banking
   Sector: A Case Study of Banks in Bhubaneswar City
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Customer Satisfaction; Banks; Service Quality
ID DELIVERING SERVICE QUALITY; DOMINANCE ANALYSIS; SERVQUAL MODEL
AB With the economic growth of country being on accelerating mode, role of banking industry is also important in this growth. Today, banking is regarded as a consumer-oriented service industry and banks have started realizing that their business increasingly depends on the quality of the consumer service provided and overall satisfaction of the customer. The service quality has been regarded as the important factor in order to succeed and have endurance in banking industry, especially when there has been continuously growing competition. The purpose of this paper is to identify the factors affecting customer satisfaction in retail banking and to measure the level of customer satisfaction. This is an empirical study using mainly primary data collected through a well-structured questionnaire. It is hoped that this research paper would help the banks in improving the overall level of customer satisfaction, thereby helping the banks to retain and expand their overall customer base.
C1 [Bihari, Suresh Chandra] IBS Hyderabad, Hyderabad, Andhra Pradesh, India.
   [Mahapatra, Shovita] ICFAI Buisness Sch, Hyderabad, Andhra Pradesh, India.
RP Bihari, SC (reprint author), IBS Hyderabad, Hyderabad, Andhra Pradesh, India.
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NR 14
TC 0
Z9 0
U1 0
U2 7
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD MAY
PY 2016
VL 8
IS 11
BP 23
EP 29
PG 7
WC Business
SC Business & Economics
GA FA5HN
UT WOS:000405473900005
DA 2020-02-20
ER

PT J
AU Al-Hasan, S
   Thomas, B
   Mansour, A
AF Al-Hasan, Said
   Thomas, Brychan
   Mansour, Ayman
TI Internet Adoption and International Marketing in the Jordanian Banking
   Sector
SO INTERNATIONAL JOURNAL OF ONLINE MARKETING
LA English
DT Article
DE Adoption; Banking; International; Internet; Marketing; Products;
   Services
AB The research aims are to explore the extent of the banking sector's adoption of Internet applications in Jordan for marketing products and to identify the impact of such adoption on developing international markets. This study also aims to determine the major obstacles restraining banks marketing their products internationally through the Internet and to make recommendations conducive to an effective and optimal implementation of Internet applications for marketing bank products locally and internationally. The main research problem is the absence of a clear and comprehensive understanding of the banking sector's adoption of the Internet in Jordan to market products and services and the impact of such adoption on marketing products. It has been found that the main obstacle facing the Jordanian banking sector's adoption of the Internet for marketing its services internationally is the lack of legislation with regard to the regulation and control of e-transactions.
C1 [Al-Hasan, Said; Thomas, Brychan; Mansour, Ayman] Univ South Wales, Business Sch, Pontypridd, M Glam, Wales.
RP Al-Hasan, S (reprint author), Univ South Wales, Business Sch, Pontypridd, M Glam, Wales.
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   Sumaidaie M.J.Y., 2001, ROLE RELIG OTHMAN BA
   The Royal Scientific Society, 2002, E COMM JORD EXP
   Thomas B. C., 2013, INT J TECHNOLOGY DIF, V4, P1, DOI DOI 10.4018/IJTD.2013070101
   Thomas B, 2015, STRATEG CHANG, V24, P429, DOI 10.1002/jsc.2020
   Tseng KMK, 2011, J SMALL BUS ENTERP D, V18, P571, DOI 10.1108/14626001111155718
   Wang YS, 2003, INT J SERV IND MANAG, V14, P501, DOI 10.1108/09564230310500192
   Zheng L, 2010, THESIS
NR 49
TC 0
Z9 0
U1 0
U2 2
PU IGI GLOBAL
PI HERSHEY
PA 701 E CHOCOLATE AVE, STE 200, HERSHEY, PA 17033-1240 USA
SN 2156-1753
EI 2156-1745
J9 INT J ONLINE MARKET
JI Int. J. Online Market
PD APR-JUN
PY 2016
VL 6
IS 2
BP 34
EP 48
DI 10.4018/IJOM.2016040103
PG 15
WC Business
SC Business & Economics
GA VF9NL
UT WOS:000444138500003
DA 2020-02-20
ER

PT J
AU Chen, JV
   Cheng, HK
   Hsiao, HJV
AF Chen, Jengchung Victor
   Cheng, Hsing Kenneth
   Hsiao, Hui-Ju Veronica
TI Loyalty and Profitability of VIP and Non-VIP Customers in the Banking
   Service Industry
SO SERVICE SCIENCE
LA English
DT Article
DE service-profit-chain model; privacy-trust-behavioral intention model;
   expectancy-disconfirmation theory; loyalty; profitability
ID WORD-OF-MOUTH; CONSUMER EXPECTATIONS; PRIVACY CONCERNS; PROFIT CHAIN;
   TRUST; SATISFACTION; DISCONFIRMATION; MODEL; PERCEPTIONS; COMMITMENT
AB This study develops an integrated model from service-profit-chain model, privacy-trust-behavioral intention model, and expectancy-disconfirmation model to investigate the loyalty and profitability of very important person (VIP) and non-VIP customers in the banking service industry. Our results indicate that firm's profitability is influenced by customer's satisfaction and loyalty. Consumers' privacy concerns decide their trust toward the firm. However, disconfirmation as a mediator of perception and expectation to satisfaction does not affect customers' satisfaction.
C1 [Chen, Jengchung Victor; Hsiao, Hui-Ju Veronica] Natl Cheng Kung Univ, Inst Int Management, Tainan 701, Taiwan.
   [Cheng, Hsing Kenneth] Univ Florida, Warrington Coll Business Adm, Gainesville, FL 32611 USA.
RP Chen, JV (reprint author), Natl Cheng Kung Univ, Inst Int Management, Tainan 701, Taiwan.
EM victor@mail.ncku.edu.tw; hkcheng@ufl.edu; veronicahsiao@yahoo.com.tw
RI Chen, Victor/T-9177-2018
OI Chen, Victor/0000-0002-5247-3139
FU 4th Saling Wen Cultural and Educational Foundation Service Science
   International Collaboration Project Grant under Service Science Society
   of Taiwan
FX The authors sincerely thank the very constructive and thoughtful
   comments of two anonymous reviewers and the guest editors. This work was
   supported by the 4th Saling Wen Cultural and Educational Foundation
   Service Science International Collaboration Project Grant under the
   auspices of the Service Science Society of Taiwan.
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NR 69
TC 0
Z9 0
U1 0
U2 12
PU INFORMS
PI CATONSVILLE
PA 5521 RESEARCH PARK DR, SUITE 200, CATONSVILLE, MD 21228 USA
SN 2164-3962
EI 2164-3970
J9 SERV SCI
JI Serv. Sci.
PD MAR
PY 2016
VL 8
IS 1
BP 19
EP 36
DI 10.1287/serv.2015.0119
PG 18
WC Business; Management
SC Business & Economics
GA EF8FP
UT WOS:000390564700004
DA 2020-02-20
ER

PT J
AU Szwajca, D
AF Szwajca, Danuta
TI Corporate Reputation and Customer Loyalty as the Measures of Competitive
   Enterprise Position - Empirical Analyses on the Example of Polish
   Banking Sector
SO OECONOMIA COPERNICANA
LA English
DT Article
DE reputation; customer loyalty; competitive position; banking sector
AB In order to determine the competitive position of a company not only the traditional measures of market position (market share) and financial position (financial ratios) are used, but also the qualitative measures concerning intangible resources. Customer satisfaction and customer loyalty are the two most commonly applied qualitative measures. Due to the growing importance of intangible resources, and of reputation in particular, the need arises to use the reputation indicator as a measure of competitive position in achieving a long-term competitive advantage and building the enterprise value. The purpose of this article is to identify the competitive position indicated by the level of corporate reputation in comparison with the customer loyalty indicator and the most popular traditional measures based on the example of banking sector. For calculation of qualitative measures the method of survey was used, conducted among the retail banking customers. The study showed a weak relationship between reputation and loyalty: the banks that received the highest ratings of reputation, obtained the poorest results in terms of loyalty. Due to the limited subjective and methodological scope of research, the results cannot constitute a sufficient basis to prove this thesis, however, they may constitute a good starting point for conducting broader research in this area.
C1 [Szwajca, Danuta] Silesian Tech Univ, Zabrze, Poland.
RP Szwajca, D (reprint author), Silesian Tech Univ, Fac Org & Management, Roosevelta 26-28, PL-44100 Zabrze, Poland.
EM danuta.szwajca@polsl.pl
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   Jonek-Kowalska I., 2013, ZESZYTY NAUKOWE POLI, V66
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   Walker K., 2010, CORPORATE REPUTATION, V12, P357, DOI DOI 10.1057/CRR.2009.26
NR 31
TC 6
Z9 6
U1 0
U2 17
PU NICOLAUS COPERNICUS UNIV TORUN
PI TORUN
PA JURIJA GAGARINA 11, TORUN, 87-100, POLAND
SN 2083-1277
EI 2353-1827
J9 OECON COPERNIC
JI Oecon. Copernic.
PD MAR
PY 2016
VL 7
IS 1
BP 91
EP 106
DI 10.12775/OeC.2016.007
PG 16
WC Economics
SC Business & Economics
GA DZ6JB
UT WOS:000385967300007
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Chu, YQ
AF Chu, Yongqiang
TI Asset Fire Sales by Banks: Evidence from Commercial REO Sales
SO REVIEW OF CORPORATE FINANCE STUDIES
LA English
DT Article
ID LIQUIDITY; LIQUIDATION
AB I study asset fire sales by commercial banks during the financial crisis. Specifically, I find that banks with lower liquidity levels post lower asking prices, receive lower sale prices, and are less likely to sell REO properties to natural buyers. Further analysis shows that the results are unlikely to be driven by omitted variables related to local conditions, property characteristics, or bank characteristics. To establish causality, I use the losses banks incur due to house price drops as the instrument for bank liquidity and find similar results in two-stage least-squares instrumental variable regressions.
C1 [Chu, Yongqiang] Univ South Carolina, Columbia, SC USA.
RP Chu, YQ (reprint author), Univ South Carolina, Moore Sch Business, Dept Finance, 1014 Greene St, Columbia, SC 29208 USA.
EM yongqiang.chu@moore.sc.edu
RI Chu, Yongqiang/H-8637-2015
OI Chu, Yongqiang/0000-0003-1739-7422
CR Acharya VV, 2007, J FINANC ECON, V85, P787, DOI 10.1016/j.jfineco.2006.05.011
   Ashcraft A, 2010, J MONEY CREDIT BANK, V42, P551, DOI 10.1111/j.1538-4616.2010.00299.x
   Berger AN, 2009, REV FINANC STUD, V22, P3779, DOI 10.1093/rfs/hhn104
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   Brown DT, 2000, J FINANC, V55, P469, DOI 10.1111/0022-1082.00213
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   Eckbo BE, 2008, J FINANC ECON, V89, P404, DOI 10.1016/j.jfineco.2007.10.003
   Ellul A., 2012, WORKING PAPER
   Ellul A, 2011, J FINANC ECON, V101, P596, DOI 10.1016/j.jfineco.2011.03.020
   Granja J., 2014, WORKING PAPER
   LANG L, 1995, J FINANC ECON, V37, P3, DOI 10.1016/0304-405X(94)00791-X
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NR 17
TC 2
Z9 2
U1 3
U2 10
PU OXFORD UNIV PRESS
PI OXFORD
PA GREAT CLARENDON ST, OXFORD OX2 6DP, ENGLAND
SN 2046-9128
EI 2046-9136
J9 REV CORP FINANC STUD
JI Rev. Corp. Financ. Stud.
PD MAR
PY 2016
VL 5
IS 1
BP 76
EP 101
DI 10.1093/rcfs/cfv005
PG 26
WC Business, Finance
SC Business & Economics
GA DW7YJ
UT WOS:000383869300003
DA 2020-02-20
ER

PT J
AU Cambra-Fierro, J
   Kamakura, WA
   Melero-Polo, I
   Sese, FJ
AF Cambra-Fierro, Jesus
   Kamakura, Wagner A.
   Melero-Polo, Iguacel
   Javier Sese, F.
TI "Are multichannel customers really more valuable? An analysis of banking
   services"
SO INTERNATIONAL JOURNAL OF RESEARCH IN MARKETING
LA English
DT Article
DE Multichannel customer management; Customer profitability; Banking
   services; Time series
ID BEHAVIOR
AB Conventional wisdom suggests that multichannel customers are more profitable. With a focus on goods, Kushwaha and Shankar (2013) demonstrate that it depends on the type of product purchased. Our study looks at the profit implications of multichannel customers in services (banking). Our research shows that fully multichannel customers (using all channels available) are not the most profitable for service firms. We find that concentrating the interactions through high-margin channels as well as using specific dual-channel combinations produce improvements in profitability. (C) 2016 Elsevier B.V. All rights reserved.
C1 [Cambra-Fierro, Jesus] Univ Pablo Olavide, Management & Mkt Dept, Carretera Utrera,Km 1, Seville 41013, Spain.
   [Kamakura, Wagner A.] Rice Univ, Houston, TX USA.
   [Melero-Polo, Iguacel] Univ Zaragoza, Dept Business Management, E-50009 Zaragoza, Spain.
   [Javier Sese, F.] Univ Zaragoza, Dept Mkt, E-50009 Zaragoza, Spain.
RP Cambra-Fierro, J (reprint author), Univ Pablo Olavide, Management & Mkt Dept, Carretera Utrera,Km 1, Seville 41013, Spain.
EM jjcamfie@upo.es; kamakura@rice.edu; imelero@unizar.es;
   javisese@unizar.es
RI Cambra-Fierro, Jesus/K-8325-2014
OI Cambra-Fierro, Jesus/0000-0001-8226-6459
FU MICINN, FEDEREuropean Union (EU) [ECO2014-54760]; Gobierno de
   AragonGobierno de Aragon [S09-PM062]; Fondo Social EuropeoEuropean
   Social Fund (ESF) [S09-PM062]; program "Ayudas a la Investigacion en
   Ciencias Sociales, Fundacion Ramon Areces"
FX The names of the authors appear in alphabetical order. Jesus
   Cambra-Fierro, Iguacel Melero-Polo, and F. Javier Sese are members of
   the research group Generes (http://generes.unizar.es/en/), and they
   appreciate the financial support received from the projects
   ECO2014-54760 (MICINN, FEDER), and S09-PM062 (Gobierno de Aragon and
   Fondo Social Europeo) as well as from the program "Ayudas a la
   Investigacion en Ciencias Sociales, Fundacion Ramon Areces". They want
   to show their gratitude to the collaborating bank for providing the data
   for the analyses. The authors want to show their gratitude to Prof.
   Goldenberg, Prof. Lehmann, and the anonymous reviewer for the guidance,
   encouragement, comments and suggestions received during the review
   process.
CR Campbell D, 2010, MANAGE SCI, V56, P4, DOI 10.1287/mnsc.1090.1066
   Kumar V, 2005, J INTERACT MARK, V19, P44, DOI 10.1002/dir.20034
   Kushwaha T, 2013, J MARKETING, V77, P67, DOI 10.1509/jm.11.0297
   Neslin SA, 2006, J SERV RES-US, V9, P95, DOI 10.1177/1094670506293559
   Venkatesan R, 2007, J MARKETING, V71, P114, DOI 10.1509/jmkg.71.2.114
NR 5
TC 6
Z9 6
U1 0
U2 15
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0167-8116
EI 1873-8001
J9 INT J RES MARK
JI Int. J. Res. Mark.
PD MAR
PY 2016
VL 33
IS 1
BP 208
EP 212
DI 10.1016/j.ijresmar.2015.12.007
PG 5
WC Business
SC Business & Economics
GA DM0SN
UT WOS:000376056200017
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Ebrahimi, E
   Fathi, MR
   Irani, HR
AF Ebrahimi, Elham
   Fathi, Mohammad Reza
   Irani, Hamid Reza
TI A new hybrid method based on fuzzy Shannon's Entropy and fuzzy COPRAS
   for CRM performance evaluation (Case: Mellat Bank)
SO IRANIAN JOURNAL OF MANAGEMENT STUDIES
LA English
DT Article
DE COPRAS; Customer relationship management; Entropy; Multiple criteria
   decision making; Performance evaluation
ID CUSTOMER RELATIONSHIP MANAGEMENT; FRAMEWORK; SYSTEMS; TOPSIS;
   CONCEPTUALIZATION; RETENTION; SELECTION; LOYALTY; QUALITY; IMPACT
AB Customer relationship management is a multiple perspective business paradigm which helps companies gaining competitive advantage through relationships with their customers. An integrated framework for evaluating CRM performance is an important issue which is not addressed completely in previous studies. The main purpose and the most important contribution of this study is introducing a framework based on the integration of two novel MCDM methods. In this regard, first, by the survey of related literature, five main criteria of the CRM performance measurement were identified. In the second step, by means of judgmental sampling, a committee of 20 experts of Mellat Bank and its three subsidiary branches were formed and their idea about the importance of the five CRM evaluation criteria was extracted through questionnaire. Fuzzy Shannon's entropy was applied for calculating the relative importance. In the third step, for demonstrating the applicability of the model three subsidiary branches which were applying CRM systems, were ranked by fuzzy COPRAS based on their CRM performance.
C1 [Ebrahimi, Elham; Fathi, Mohammad Reza] Univ Tehran, Fac Management, Tehran, Iran.
   [Irani, Hamid Reza] Univ Tehran, Farabi Campus, Qom, Iran.
RP Ebrahimi, E (reprint author), Univ Tehran, Fac Management, Tehran, Iran.
EM elhebrahimi@ut.ac.ir
RI Irani, Hamid reza/F-7623-2010; Fathi, Mohammad Reza/J-3700-2013
OI Irani, Hamid Reza/0000-0003-4103-9975
CR Adebanjo D., 2001, British Food Journal, V103, P36, DOI 10.1108/00070700110382984
   Agustin C, 2005, J MARKETING RES, V42, P96, DOI 10.1509/jmkr.42.1.96.56961
   Ahmed A, 2005, BRIT FOOD J, V107, P760, DOI 10.1108/00070700510623531
   Al-Safi A.M., 2012, IJNCM, V2, P8
   Beasty C., 2006, SALES TEAMS SHOULD U
   Boulding W, 2005, J MARKETING, V69, P155, DOI 10.1509/jmkg.2005.69.4.155
   Buttle F., 2004, CUSTOMER RELATIONSHI
   Chang HH, 2014, DECIS SUPPORT SYST, V66, P146, DOI 10.1016/j.dss.2014.06.010
   Chen I. J., 2003, Business Process Management Journal, V9, P672, DOI 10.1108/14637150310496758
   Chen S.J., 1992, FUZZY MULTIPLE ATTRI
   Curry A., 2004, TQM MAG, V16, P314, DOI DOI 10.1108/09544780410551241
   Dabholkar PA, 2008, J BUS RES, V61, P959, DOI 10.1016/j.jbusres.2007.10.004
   Daniels S., 2000, WORK STUDY, V49, P66, DOI 10.1108/00438020010316381
   de Matos CA, 2009, INT J BANK MARK, V27, P506, DOI 10.1108/02652320911002331
   Deng H., 2007, SIMILARITY BASED APP, P253
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NR 69
TC 3
Z9 3
U1 1
U2 9
PU UNIV TEHRAN
PI TEHRAN
PA ENGHELAB AVE, PO BOX 13145-478, TEHRAN, 00000, IRAN
SN 2008-7055
EI 2345-3745
J9 IRAN J MANAG STUD
JI Iran. Journ. Management Studies
PD SPR
PY 2016
VL 9
IS 2
BP 333
EP 358
PG 26
WC Management
SC Business & Economics
GA DK5OM
UT WOS:000374969300006
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Cao, WW
   Celik, M
   Ergun, O
   Swann, J
   Viljoen, N
AF Cao, Wenwei
   Celik, Melih
   Ergun, Ozlem
   Swann, Julie
   Viljoen, Nadia
TI Challenges in service network expansion: An application in donated
   breastmilk banking in South Africa
SO SOCIO-ECONOMIC PLANNING SCIENCES
LA English
DT Article; Proceedings Paper
CT Joint EWGLA/ISOLDE Meeting
CY JUN 16-20, 2014
CL ITALY
DE Equity; Donated breastmilk banking; Facility location; Supply/demand
   uncertainty; Demand coverage
ID LOCATION; MODELS; EQUITY; OPTIMIZATION; DEPOT
AB Neonatal infections are the leading cause for neonatal deaths in developing countries, resulting in more than 1.5 million infant fatalities annually. The most effective prevention against neonatal infections is exclusive breastfeeding. However, reasons such as maternal death during birth, maternal illnesses such as HIV and TB-meningitis, and lack of rooming-in facilities prevent the infant to be breastfed by his/her mother. One way to mitigate these infections is by supplying pasteurized donor-expressed breastmilk. In this paper, we consider the network expansion of the donated breastmilk distribution supply chain in South Africa. As with the distribution of most public sector and humanitarian relief goods and services, the transportation of donated breastmilk is hampered by the inherent uncertainty in the environment, and by the fact that in addition to efficient usage of resources, distribution should be made in an equitable manner. We incorporate uncertainty into our models by means of multiple scenarios, which are determined based on different assumptions about population size, HIV prevalence, and status of public health in the country, income, and education. We consider various equity-based objectives and propose rounding-based heuristics to solve these. We focus on two delivery schemes; one which uses out-and back transportation, and one that makes multiple stops on the delivery route. Using computational experiments, we analyze the trade-offs between the objectives as well as the effects of various public health policies, network expansion budget, and assumptions on supply and demand. We also describe the teaching materials resulting from this paper, which include a case study, a supply/demand estimation tool, and an interactive decision support tool. (C) 2015 Elsevier Ltd. All rights reserved.
C1 [Cao, Wenwei] Sabre Corp, Southlake, TX 76092 USA.
   [Celik, Melih] Middle E Tech Univ, Dept Ind Engn, TR-06800 Ankara, Turkey.
   [Ergun, Ozlem] Northeastern Univ, Dept Mech & Ind Engn, Boston, MA 02115 USA.
   [Swann, Julie] Georgia Inst Technol, H Milton Stewart Sch Ind & Syst Engn, Atlanta, GA 30332 USA.
   [Viljoen, Nadia] CSIR, ZA-0001 Pretoria, South Africa.
RP Celik, M (reprint author), Middle E Tech Univ, Dept Ind Engn, TR-06800 Ankara, Turkey.
EM cmelih@metu.edu.tr; o.ergun@neu.edu; jswann@isye.gatech.edu;
   nviljoen@csir.co.za
OI Swann, Julie/0000-0003-2151-4396
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NR 48
TC 3
Z9 3
U1 1
U2 14
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA STE 800, 230 PARK AVE, NEW YORK, NY 10169 USA
SN 0038-0121
J9 SOCIO-ECON PLAN SCI
JI Socio-Econ. Plan. Sci.
PD MAR
PY 2016
VL 53
SI SI
BP 33
EP 48
DI 10.1016/j.seps.2015.10.006
PG 16
WC Economics; Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA DH3KQ
UT WOS:000372686300006
DA 2020-02-20
ER

PT J
AU Vetterli, C
   Uebernickel, F
   Brenner, W
   Petrie, C
   Stermann, D
AF Vetterli, Christophe
   Uebernickel, Falk
   Brenner, Walter
   Petrie, Charles
   Stermann, Dirk
TI How Deutsche Bank's IT Division Used Design Thinking to Achieve Customer
   Proximity
SO MIS QUARTERLY EXECUTIVE
LA English
DT Article
AB Design thinking is a customer-centric approach for integrating end customers in the innovation process. This article describes the evolution of design thinking in Deutsche Bank's IT division and its role in solving specific problems, better integrating the business and IT divisions, and bringing the bank's IT closer to its customers. The lessons learned can be used by CIOs and other business leaders striving for customer-centricity in their value-creation processes.(1,2)
C1 [Vetterli, Christophe; Uebernickel, Falk; Brenner, Walter; Petrie, Charles] Univ St Gallen, Inst Informat Management, St Gallen, Switzerland.
   [Stermann, Dirk] Deutsch Bank AG, Berlin, Germany.
RP Vetterli, C; Uebernickel, F; Brenner, W; Petrie, C (reprint author), Univ St Gallen, Inst Informat Management, St Gallen, Switzerland.; Stermann, D (reprint author), Deutsch Bank AG, Berlin, Germany.
EM christophe.vetterli@bluewin.ch; falk.uebernickel@unisg.ch;
   walter.brenner@unisg.ch; petrie@cdr.stanford.edu; dirk.stermann@db.com
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   Weill P, 2013, MIS Q EXEC, V12, P65
NR 8
TC 6
Z9 6
U1 0
U2 29
PU INDIANA UNIV, OPER & DECISION TECHNOL DEPT
PI BLOOMINGTON
PA KELLEY SCH BUS, E 10 ST, BLOOMINGTON, IN 47405-1701 USA
SN 1540-1960
EI 1540-1979
J9 MIS Q EXEC
JI MIS Q. Exec.
PD MAR
PY 2016
VL 15
IS 1
BP 37
EP 53
PG 17
WC Information Science & Library Science; Management
SC Information Science & Library Science; Business & Economics
GA DG4ZN
UT WOS:000372081800003
DA 2020-02-20
ER

PT J
AU Fatma, M
   Rahman, Z
AF Fatma, Mobin
   Rahman, Zillur
TI The CSR's influence on customer responses in Indian banking sector
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Corporate social responsibility; CSR; Indian banks; Purchase intention
ID CORPORATE SOCIAL-RESPONSIBILITY; CONSUMER REACTIONS; COMPANY;
   ASSOCIATIONS; SATISFACTION; STRATEGY; BEHAVIOR; QUALITY; IMPACT; TRUST
AB In the face of growing attention to corporate social responsibility (CSR) activities in the marketplace, this paper seeks to demonstrate how corporate social responsibility (CSR) initiatives influence customer purchase intention in context of Indian retail banking. Further, the impact of awareness as a moderating variable between CSR and purchase intention has been examined. The conclusion drawn from this study have important implications for Indian banks as they suggest that building a socially responsible image might have a favorable effect on consumer purchase intention. Findings suggest that corporate ability has a strong effect on customer purchase intention while CSR activities were found to exert influence on customer purchase intention in cases where the customer was aware of such activities being conducted. This paper contributes to existing CSR literature by offering a deeper understanding into CSR dynamics and its effect on consumer purchase intention. Further, the study tests the level of consumer awareness of CSR activities in a real market situation (not artificial or simulated) which has not been done in previous studies. (C) 2015 Elsevier Ltd. All rights reserved.
C1 [Fatma, Mobin] Asia Pacific Inst Managemnt, Res Dev Ctr, New Delhi 110025, India.
   [Rahman, Zillur] Indian Inst Technol, Dept Management Studies, Roorkee 247667, Uttar Pradesh, India.
RP Fatma, M (reprint author), Asia Pacific Inst Managemnt, Res Dev Ctr, New Delhi 110025, India.
EM mobinfatimambd@gmail.com; zrahman786@gmail.com
RI Rahman, Zillur/J-9339-2014; fatma, mobin/A-1126-2013
OI Rahman, Zillur/0000-0003-2785-0200; fatma, mobin/0000-0002-5896-4262
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NR 83
TC 27
Z9 27
U1 4
U2 31
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD MAR
PY 2016
VL 29
BP 49
EP 57
DI 10.1016/j.jretconser.2015.11.008
PG 9
WC Business
SC Business & Economics
GA DE6OX
UT WOS:000370754600006
DA 2020-02-20
ER

PT J
AU Polasik, M
   Piotrowski, D
AF Polasik, Michal
   Piotrowski, Dariusz
TI PAYMENT INNOVATIONS IN POLAND: THE ROLE OF PAYMENT SERVICES IN THE
   STRATEGIES OF COMMERCIAL BANKS
SO EKONOMIA I PRAWO-ECONOMICS AND LAW
LA English
DT Article
DE payment innovation; bank strategy; payment services; FinTech; payment
   card
ID ADOPTION; CARDS
AB This paper examines the significance of innovations in the area of payment services for strategies implemented by commercial banks in Poland. We propose a definition of payment innovations and present the evolution of their introduction in the Polish market, indicating the impact of legal regulations and the critical character of the new FinTech phenomenon. The analysis that we conducted was based on the results of a survey which obtained responses from 24 commercial banks representing almost the entire Polish retail banking sector based on the number of personal accounts maintained. The study helped to determine the main elements of the strategies implemented by banks in Poland. It also revealed the methods for competing in the area of payment services utilized by the banks, with innovative services as one of the leading elements. The results of the study indicated that there was a significant differentiation of applied strategies depending on a bank's size. In the case of larger banks, the main motivation for introducing payment innovations was characteristic of an offensive strategy, and for smaller banks - more often a defensive one. We also proposed a theoretical model for using the specific nature of payment innovations to build customer relationships and to apply cross-selling.
C1 [Polasik, Michal; Piotrowski, Dariusz] Nicolaus Copernicus Univ, Fac Econ Sci & Management, Dept Finance, Ul Gagarina 13A, PL-87100 Torun, Poland.
RP Polasik, M (reprint author), Nicolaus Copernicus Univ, Fac Econ Sci & Management, Dept Finance, Ul Gagarina 13A, PL-87100 Torun, Poland.
EM michal.polasik@umk.pl; darius@econ.umk.pl
FU Warsaw Institute of Banking; ALTERUM Grant [WIB/2014/01]; ALTERUM
FX The article was funded by The Warsaw Institute of Banking and ALTERUM
   Grant No. WIB/2014/01. We would like to thank Anna Iwona Piotrowska and
   Natalia Kumkowska, who served as investigators. Moreover, we would like
   to thank Lech Kuklinski, Ph.D. the director of ALTERUM and director
   Pawel Widawski Ph.D. and Radoslaw Kotkowski from the Polish Bank
   Association for their support in carrying out this research project.
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NR 78
TC 2
Z9 2
U1 2
U2 3
PU UNIWERSYTET MIKOLAJA KOPERNIKA-NICOLAUS COPERNICUS UNIV
PI TORUN
PA WYDZIAL NAUK EKONOMICZNYCH & ZARZADZANIA, KATEDRA EKON, UL GAGARINA 13A,
   TORUN, 87-100, POLAND
SN 1898-2255
EI 2392-1625
J9 EKON PRAWO
JI Ekon. Prawo
PD MAR
PY 2016
VL 15
IS 1
BP 73
EP 101
DI 10.12775/EiP.2016.006
PG 29
WC Economics
SC Business & Economics
GA VH4DS
UT WOS:000453148800006
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Mohsin, F
   Shukla, SK
AF Mohsin, Farhat
   Shukla, Sunil Kumar
TI AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION TOWARDS SERVICE
   QUALITY IN BANKING SECTOR IN INDIA
SO GURUKUL BUSINESS REVIEW-GBR
LA English
DT Article
DE Service Quality; SERVQUAL; Customer Satisfaction; Customer Retention
AB The service sector has always been an important component in all developing economies across the world. The Indian banking industry has been facing drastic changes in last few years. After liberalization policy and due to changed global scenario Indian banking industry has undergone tremendous positive qualitative changes. There has been a change in every traditional activity of banking function and the concept of quality in banking has become the winning formula for customer's retention and long term association ship. To meet the growing demands of customers and keeping them satisfy consistently, all bankers formulate strategies to survive and thrive in this cut-throat competitive environment. The current research aims to analyze the relationship between customer's satisfaction regarding services offered by a public sector bank in India.
   The present study was taken up with an objective to measure customer's opinions on the different attributes of banking services. The main aim of this work was to evaluate the impact of demographic factors on customer satisfaction in banking sector. The study was an attempt to examine the different attributes of service quality involved in bank selection decision and their role in customer satisfaction. The findings of this research paper revealed that customer's demographics play a major role in affecting their buying decisions. This paper is based on primary data collected through a questionnaire. The study was carried out in Faridabad,Haryana. Question related to respondents' gender, age, and marital status, educational qualification, designation, experience, monthly income, and type of banks they are associated with. The samples were drawn from the population of 186 respondents, who were the faculty of various graduate and post graduate courses at a reputed university of Faridabad city. The study was carried out at a university located at Faridabad, Haryana and data was analyzed using Chi-square test, ANOVA and t-test method using SPSS.
C1 [Mohsin, Farhat] Manav Rachna Int Univ, Faridabad, India.
   [Shukla, Sunil Kumar] GHS IMR, Kanpur, Uttar Pradesh, India.
RP Mohsin, F (reprint author), Manav Rachna Int Univ, Faridabad, India.
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NR 16
TC 0
Z9 0
U1 0
U2 9
PU GURUKUL KANGRI UNIV, FAC MANAGEMENT STUDIES
PI HARDWAR
PA REGISTRAR, GURUKUL KANGRI UNIV, GURUKULA KANGRI VISHWAVIDYALAYA,
   HARDWAR, UTTARAKHAND 249 404, INDIA
SN 0973-1466
EI 0973-9262
J9 GURUKUL BUS REV-GBR
JI Gurukul Bus. Rev.-GBR
PD SPR
PY 2016
VL 12
BP 1
EP 8
PG 8
WC Business
SC Business & Economics
GA EL7NR
UT WOS:000394808100001
DA 2020-02-20
ER

PT J
AU Liebana-Cabanillas, F
   Munoz-Leiva, F
   Sanchez-Fernandez, J
   Viedma-del Jesus, MI
AF Liebana-Cabanillas, Francisco
   Munoz-Leiva, Francisco
   Sanchez-Fernandez, Juan
   Viedma-del Jesus, Maria I.
TI The moderating effect of user experience on satisfaction with electronic
   banking: empirical evidence from the Spanish case
SO INFORMATION SYSTEMS AND E-BUSINESS MANAGEMENT
LA English
DT Article
DE Electronic banking; Satisfaction; Moderating effect of experience
ID CUSTOMER SATISFACTION; INTERNET BANKING; ACCEPTANCE MODEL; CONTINUANCE
   INTENTION; PERCEIVED USEFULNESS; PLANNED BEHAVIOR; ONLINE BANKING;
   E-COMMERCE; ADOPTION; ANTECEDENTS
AB The aim of this paper is to contribute to the field of satisfaction research from the perspective of electronic banking users-a topic of great interest to financial institutions as they formulate business strategies. In this context, we analyze the possible moderating effect of user experience with the products of a specific institution. A comprehensive review of the scientific literature justified the development of a behavioral model that explains satisfaction using a set of constructs or endogenous variables and the moderating effect of experience. Data was collected from a self-administered Web survey in the authenticated section of the electronic banking service of a prestigious Spanish National financial institution. The analysis tests the relationship between the proposed variables (ease of access, trust, ease of use and usefulness) and demonstrates the moderating effect of electronic banking experience on them. The study was limited to the data of a single financial institution. Caution should therefore be exercised in generalizing the results. The research results provide a number of valuable conclusions for financial institutions. This paper is a pioneer study of satisfaction with electronic banking, especially with regard to the causal relationships between satisfaction and its main determinants.
C1 [Liebana-Cabanillas, Francisco; Munoz-Leiva, Francisco; Sanchez-Fernandez, Juan; Viedma-del Jesus, Maria I.] UGR Campus Cartuja, Dept Mkt & Market Res, Granada 18011, Spain.
RP Liebana-Cabanillas, F (reprint author), UGR Campus Cartuja, Dept Mkt & Market Res, Granada 18011, Spain.
EM franlieb@ugr.es; franml@ugr.es; sanchezf@ugr.es; iviedma@ugr.es
RI Liebana-Cabanillas, F./I-1063-2015
OI LIEBANA-CABANILLAS, FRANCISCO/0000-0002-3255-0651
FU Andalusia Regional Government [P10-SEJ-6768]
FX This study is being conducted with the financial support received from:
   Excellence Research Project P10-SEJ-6768 of the Andalusia Regional
   Government. Analysis of the cognitive and affective mechanisms in the
   processing of environmental communication from a neuromarketing
   perspective.
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NR 115
TC 9
Z9 9
U1 5
U2 42
PU SPRINGER HEIDELBERG
PI HEIDELBERG
PA TIERGARTENSTRASSE 17, D-69121 HEIDELBERG, GERMANY
SN 1617-9846
EI 1617-9854
J9 INF SYST E-BUS MANAG
JI Inf. Syst. E-Bus. Manag.
PD FEB
PY 2016
VL 14
IS 1
BP 141
EP 165
DI 10.1007/s10257-015-0277-4
PG 25
WC Business; Management
SC Business & Economics
GA DK1QC
UT WOS:000374687100006
DA 2020-02-20
ER

PT J
AU Filip, A
   Vranceanu, DM
   Georgescu, B
   Marinescu, DE
AF Filip, Alina
   Vranceanu, Diana Maria
   Georgescu, Bogdan
   Marinescu, Daniela Elena
TI RELATIONSHIP MARKETING STAGE OF DEVELOPMENT IN ROMANIAN BANKING INDUSTRY
SO AMFITEATRU ECONOMIC
LA English
DT Article
DE relationship marketing; customer relationship management; internal
   marketing; banking industry; customer orientation; customer retention
ID CUSTOMER RELATIONSHIP MANAGEMENT
AB The paper emphasizes the relationship marketing stage of development within the banking industry in Romania, by identifying the extent to which business objectives and marketing strategies of companies are customer oriented. In order to achieve this aim a qualitative marketing research was conducted, by applying in-depth semi-structured interviews. The target group of the research consisted of nine banking companies, selected according to the market share, while the research participants were employees responsible for marketing, sales and customer relationship management activities. Due to respondents' expertise, during the interviews could be applied mixed research methods in the process of data collection and subsequently, in data analysis. According to research objectives and results, although there is an increase in the importance of customer orientation within banking policies, the integration of relationship marketing optics at the institutional management level is facing a number of deficiencies, especially with regard to the concerns about employees' satisfaction and loyalty or to the development of relationships with other stakeholders. The degree of satisfaction with the adoption of customer relationship management technology is relatively high among banks, being appreciated mainly those banking performance achieved in terms of retention rate, cross-selling and customer satisfaction. Most banks use the gross customer retention index as the main indicator of customer portfolio stability, although retention objectives tend to be set differently depending on customer value. Internal marketing strategies are developed around staff training processes, while performance evaluation criteria are rather specific to a transactional marketing approach. Results of the research provide clues on the relationship marketing processes and activities that need to be improved, in order to strengthen the current customer base and the competitive position in the banking industry.
C1 [Filip, Alina; Vranceanu, Diana Maria; Georgescu, Bogdan; Marinescu, Daniela Elena] Bucharest Univ Econ Studies, Bucharest, Romania.
RP Filip, A (reprint author), Bucharest Univ Econ Studies, Bucharest, Romania.
EM filip.alina@gmail.com
RI Diana, Vranceanu/E-1737-2013; Vranceanu, Diana/L-3115-2019
CR Ang L., 2005, P 2005 AC MARK ANN C
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   Iriana R., 2007, J RELATSH MARK, V5, P23
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NR 28
TC 1
Z9 1
U1 0
U2 18
PU EDITURA ASE
PI BUCURESTI
PA PIATA ROMANA, NR 6, SECTOR 1, BUCURESTI, 701731, ROMANIA
SN 1582-9146
EI 2247-9104
J9 AMFITEATRU ECON
JI Amfiteatru Econ.
PD FEB
PY 2016
VL 18
IS 41
BP 199
EP 214
PG 16
WC Business; Economics; Management
SC Business & Economics
GA DF9WN
UT WOS:000371713100014
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Kumar, BR
AF Kumar, B. Ravi
TI Measurement of Customer Satisfaction Towards the Services of Public
   Sector Banks
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Andhra Bank; Customer Satisfaction (CS); CSI; SBI; Banking Services
AB The purpose of this research is to know the customers' perception towards the services rendered by the public sector banks and to recognize the draw backs for improving the quality of services of public sector banks. The basic intention of the researcher/s is to measure the customer satisfaction by using customer satisfaction index (CSI) method. The factors pertaining to the services of banking sector were taken for the purpose of the study by interviewing the banks' managers and employees who influences the customer satisfaction. In order to collect the information a well structured questionnaire was developed and non - probability sampling methods were taken into consideration. 120 existing respondents/customers of SBI and Andhra Bank who are utilizing the services of two nationalized banks in Chandragiri area were contacted directly by face to face interview method through a pretested questionnaire for collecting the primary data. The analysis of this study will be helpful to find out the reasons for the dissatisfaction of the customers and to suggest for the improvement of the quality of banking services of selected banks in order to satisfy the customers more.
C1 [Kumar, B. Ravi] Sree Vidyanikethan Engn Coll, A Rangampet, India.
RP Kumar, BR (reprint author), Sree Vidyanikethan Engn Coll, A Rangampet, India.
CR Customers Satisfaction Council, 1995, CUST SAT ASS GUID
   DESCHAMPS JP, 1995, [No title captured]
   Edosomwan J. A., 1993, CUSTOMER MARKET DRIV
   Fornell C, 1996, J MARKETING, V60, P7, DOI 10.2307/1251898
   Grigoroudis E., 1998, TELOS CUSTO IN PRESS
   Hayes B. E., 1992, MEASURING CUSTOMER S
NR 6
TC 0
Z9 0
U1 0
U2 0
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD FEB
PY 2016
VL 8
IS 8
BP 120
EP 124
PG 5
WC Business
SC Business & Economics
GA FA5FV
UT WOS:000405469300014
DA 2020-02-20
ER

PT J
AU Pisnik, A
   Dlacic, J
   Milfelner, B
AF Pisnik, Aleksandra
   Dlacic, Jasmina
   Milfelner, Borut
TI THE IMPORTANCE OF PERCEIVED SERVICE VALUE IN RETAIL BANKING SERVICES
SO MARKET-TRZISTE
LA English
DT Article
DE perceived service quality; perceived price; perceived value; customer
   satisfaction; customer loyalty; retail banking services
ID CUSTOMER SATISFACTION; CONSUMER SATISFACTION; BUSINESS MARKETS; LOYALTY
   CHAIN; IN-SERVICE; QUALITY; PRICE; MODEL; RISK; CUES
AB Purpose - In many industries, perceived service value is found to be a significant mediator between perceived service quality and customer satisfaction and loyalty. Therefore, this paper aims to test a conceptual model of perceived service value with its antecedents, such as perceived price and perceived service quality, and consequences, customer satisfaction and loyalty, in the retail banking industry.
   Design/Methodology/Approach - For the empirical study, a measurement instrument was developed and tested for validity and reliability. Measures were assessed with exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation modeling (SEM). A structural model with five reflective constructs was evaluated to test direct and indirect relationships among constructs.
   Findings and implications - Results confirm a mediating role of perceived value in relationships between perceived price, perceived service quality, customer satisfaction, and customer loyalty in the case of retail banking services.
   Limitations - Because the results are directly relevant only to customers and marketing managers of retail banking services, generalizations of the findings beyond the immediate population observed should be made with caution.
   Originality - This paper extends existing knowledge with both direct and indirect effects among researched concepts, and shows the importance of perceived service value in achieving satisfied and loyal customers in retail banking services.
C1 [Pisnik, Aleksandra; Milfelner, Borut] Univ Maribor, Razlagova 14, Maribor 2000, Slovenia.
   [Dlacic, Jasmina] Univ Rijeka, Rijeka 51000, Croatia.
RP Pisnik, A (reprint author), Univ Maribor, Razlagova 14, Maribor 2000, Slovenia.
EM aleksandra.pisnik@um.si; jasmina.dlacic@ri.t-com.hr;
   borut.milfelner@um.si
RI Dlacic, Jasmina/I-4874-2018
OI Dlacic, Jasmina/0000-0002-3592-1876
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NR 90
TC 0
Z9 0
U1 0
U2 3
PU CROMAR
PI TRZISTE
PA CROMAR, TRZISTE, 00000, CROATIA
SN 0353-4790
EI 1849-1383
J9 MARK-TRZ
JI Mark.-Trz.
PY 2016
VL 28
IS 2
BP 191
EP 212
DI 10.22598/mt/2016.28.2.191
PG 22
WC Business
SC Business & Economics
GA FE0WZ
UT WOS:000407941700006
OA DOAJ Gold, Green Published
DA 2020-02-20
ER

PT J
AU Elshenawy, AA
AF Elshenawy, Ahmed Adel
TI Relationship marketing model for the banking sector industry: an
   empirical analysis of commercial bank customers in Qatar
SO MIDDLE EAST JOURNAL OF MANAGEMENT
LA English
DT Article
DE relationship marketing; emotions; relationship quality; relational
   bonds; Qatar
ID BUSINESS RELATIONSHIPS; EMOTIONS; LOYALTY; COMMITMENT; SERVICES; TRUST;
   SATISFACTION; ANTECEDENTS; RETENTION; BEHAVIOR
AB The purpose of this study is to create a relationship marketing model applicable for the Qatar banking sector industry based on loyal Arab customer's perspective. A mixed research approach was employed, in which a focus group interview was carried out in order to explore the research problem. Followed by, quantitative survey, where a self-administrated questionnaire with four hundred participants was carried out over a four-month period. The finding revealed that, relational bonds have no influence on the client emotions. The results provide strong evidence of the relationship between client emotions and relationship quality, which in turn both are vital determinants of client loyalty. Moreover, the study confirmed that, only structural bonds and social bonds are important elements in affecting the strength of the relationship quality. The finding of the research will provide the managers in the banking industry with valuable information to formulate their marketing strategy in order to achieve sustainable loyalty.
C1 [Elshenawy, Ahmed Adel] Doha Bank, POB 3818, Doha, Qatar.
RP Elshenawy, AA (reprint author), Doha Bank, POB 3818, Doha, Qatar.
EM ahmed.elshenawy@monarch-university.ch
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NR 78
TC 0
Z9 0
U1 1
U2 7
PU INDERSCIENCE ENTERPRISES LTD
PI GENEVA
PA WORLD TRADE CENTER BLDG, 29 ROUTE DE PRE-BOIS, CASE POSTALE 856, CH-1215
   GENEVA, SWITZERLAND
SN 2050-3636
EI 2050-3644
J9 MIDDLE EAST J MANAG
JI Middle East J. Manag.
PY 2016
VL 3
IS 4
BP 309
EP 329
DI 10.1504/MEJM.2016.081086
PG 21
WC Management
SC Business & Economics
GA FC5XZ
UT WOS:000406916300004
DA 2020-02-20
ER

PT J
AU Jamshidi, D
   Hussin, N
AF Jamshidi, Dariyoush
   Hussin, Nazimah
TI Forecasting patronage factors of Islamic credit card as a new e-commerce
   banking service An integration of TAM with perceived religiosity and
   trust
SO JOURNAL OF ISLAMIC MARKETING
LA English
DT Article
DE Islamic marketing; Forecasting; The Muslim consumer; Patronage; Islamic
   financial services marketing; Islamic banking
ID TECHNOLOGY ACCEPTANCE MODEL; INTERNET BANKING; EMPIRICAL-EVALUATION;
   INFORMATION-SYSTEMS; CONSUMER ACCEPTANCE; ELECTRONIC COMMERCE;
   CONVENTIONAL BANKS; MOBILE COMMERCE; ADOPTION; CUSTOMERS
AB Purpose - Understanding the important patronage factors of Islamic credit card as a new e- commerce banking service is essential for bankers and users. Although some previous studies have focused on the factors that influence adoption of Islamic credit card, there are few empirical research studies that use a well-established adoption model that helps bankers and consumers to accept and use the Islamic credit card. This study aims to provide such a model to facilitate the adoption of Islamic credit card.
   Design/methodology/approach - In response, a conceptual model was developed that combines the Technology Acceptance Model (TAM) with perceived religiosity (a new developed construct in this study) and trust to explain usage intention of this new banking product. Accordingly, the data were collected from 327 bank customers, and the results supported the applicability of TAM to describe usage behavior of Islamic credit card. Besides, the newly developed construct (perceived religiosity) increased the TAM power regarding explaining adoption of a new e-commerce banking service.
   Findings - Theoretically, the results of this study advocate that perceived religiosity increase the TAM predictive power to clarify intention to use. While, perceived usefulness, perceived ease of use and attitude explained low level of the variance regarding intention to use, by adding perceived religiosity to TAM, these constructs contributed to an increase in the described variance, therefore offering a better explanatory power. In addition, the proposed joint TAM, perceived religiosity and trust explained 57.1 per cent of usage behavior variance. These results are of prime importance, as, to the best of the authors' knowledge, this is the first study that proves the applicability of TAM for explaining adoption and usage of the Islamic credit card.
   Originality/value - The findings of the current study showed that perceived usefulness is an important factor effecting people's intention to use the Islamic credit card. Consequently, managers need to first ensure that the Islamic credit card and its services are technically sound and work in an appropriate manner. The focus should be on promoting speed, efficiency and effectiveness of this new product. In financial part, there is a need to reduce the interest rate in the long run to encourage potential users to consider the usage of the Islamic credit card and its offered services.
C1 [Jamshidi, Dariyoush] Univ Teknol Malaysia, Kuala Lumpur, Malaysia.
   [Hussin, Nazimah] Univ Teknol Malaysia, Int Business Sch, Kuala Lumpur, Malaysia.
RP Jamshidi, D (reprint author), Univ Teknol Malaysia, Kuala Lumpur, Malaysia.
EM darioush1986@yahoo.com
RI Hussin, Nazimah/Q-2840-2019
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NR 110
TC 8
Z9 9
U1 1
U2 8
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0833
EI 1759-0841
J9 J ISLAMIC MARK
JI J. Islamic Mark.
PY 2016
VL 7
IS 4
BP 378
EP 404
DI 10.1108/JIMA-07-2014-0050
PG 27
WC Business
SC Business & Economics
GA ER8OC
UT WOS:000399078100001
DA 2020-02-20
ER

PT J
AU Mansour, IHF
   Eljelly, AMA
   Abdullah, AMA
AF Mansour, Ilham Hassan Fathelrahman
   Eljelly, Abuzar M. A.
   Abdullah, Abdelgardir M. A.
TI Consumers' attitude towards e-banking services in Islamic banks: the
   case of Sudan
SO REVIEW OF INTERNATIONAL BUSINESS AND STRATEGY
LA English
DT Article
DE TAM; Attitude; e-Banking; Islamic banks
ID INTERNET BANKING; USER ACCEPTANCE; ONLINE BANKING; TECHNOLOGY;
   SATISFACTION; EXTENSION; MODEL
AB Purpose - This study aims to provide an analysis of the attitude toward three banking services technologies in Sudan, namely, automated teller machines (ATMs), mobile banking and internet (online) banking. The study started by conducting an exploratory factor analysis, on the valid responses received from a random sample of bank customers in Sudan toward the three technologies.
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   Findings - The study found that the customers' attitude toward various bank technologies is not the same and is influenced by different factors. The results revealed that bank customers who are users of ATMs are influenced by its convenience, ease of use and service quality, whereas credibility was not seen as a significant driver. Mobile users were found to be influenced more by the benefits and ease of use and service quality, whereas internet customers were influenced by the benefits and ease of use and credibility of the systems. Under the three models, attitude emerged as a fully mediating factor for customers' behavioral intentions.
   Practical implications - The implications of this study are obvious for both regulators and bankers in Sudan for careful designing and implementation of their technology-based banking systems and focusing on the features of concern and desirable most by bank customers and necessary for secure and safe adoption of technology-based banking.
   Originality/value - There are no studies to date that provide evidence of customer acceptance and the use of these services, the volume of bank business or profits derived from these services. This is especially important because security concerns are always associated and attached with technology-based services. The identification of technology acceptance factors is very important for bank regulators, bank marketers and banks' customer base.
C1 [Mansour, Ilham Hassan Fathelrahman] Univ Khartoum, Sch Management Studies, Dept Business Adm, Khartoum, Sudan.
   [Eljelly, Abuzar M. A.; Abdullah, Abdelgardir M. A.] Univ Khartoum, Sch Management Studies, Khartoum, Sudan.
RP Mansour, IHF (reprint author), Univ Khartoum, Sch Management Studies, Dept Business Adm, Khartoum, Sudan.
EM e.mansour@uofk.edu
RI Mansour, Ilham Hassan Fathelrahman/N-7908-2019
OI Mansour, Ilham Hassan Fathelrahman/0000-0002-0083-9426
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U1 0
U2 6
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2059-6014
EI 1758-8529
J9 REV INT BUS STRATEGY
JI Rev. Int. Bus. Strategy
PY 2016
VL 26
IS 2
BP 244
EP 260
DI 10.1108/RIBS-02-2014-0024
PG 17
WC Business
SC Business & Economics
GA ER8OV
UT WOS:000399080500006
DA 2020-02-20
ER

PT J
AU Saqib, L
   Farooq, MA
   Zafar, AM
AF Saqib, Lutfullah
   Farooq, Muhammad Aitisam
   Zafar, Aliya Mueen
TI Customer perception regarding Shariah compliance of Islamic banking
   sector of Pakistan
SO JOURNAL OF ISLAMIC ACCOUNTING AND BUSINESS RESEARCH
LA English
DT Article
DE Service quality; Compliance; Islamic banking; Customer satisfaction;
   Customer perception; Shariah compliance
ID SERVICE QUALITY; SATISFACTION; LOYALTY; SCALE
AB Purpose - This paper aims to analyze the impact of Shari` ah compliance perception on customer satisfaction in Islamic banking sector of Pakistan. Design/methodology/approach - Primary data were collected from 242 account holders of Islamic banks and Islamic banking branches of conventional commercial banks and analyzed by correlation and regression through self-administered questionnaires based on SERVQUAL model.
   Findings -Significant moderating effects of Shari` ah compliance perception on the relation between service quality and customer satisfaction have been identified.
   Research limitations/implications - As a cross-sectional study with convenience sampling restricts generalizability and because financial benefits offered by banks were not included as a variable, the scope of this study is limited to service quality only. Future research may focus on the moderating effect of Shari` ah compliance perception through longitudinal study with larger sample size in a multi-cultural environment.
   Practical implications -Results of this paper recommend Islamic banks to focus on their core strength "Shariah compliance" while developing their product/service and building marketing strategies. Moreover, assurance of high-quality services will sustain such strategies against competition with conventional banks.
   Social implications -Islamic banks must primarily develop their brand through extensive communication and public awareness programs regarding Shari` ah compliance standards in terms of products/services, policy/procedures, code of conduct and Shari` ah board.
   Originality/value -This research examines moderating role of Shari` ah compliance perception between service quality and customer satisfaction in Islamic banking sector of an Islamic Republic with dual banking system. This interactive effect of Shari` ah compliance perception has not been found as an overriding theme in any of the main stream journals/articles. Therefore, this study fills this gap.
C1 [Saqib, Lutfullah; Farooq, Muhammad Aitisam] Riphah Int Univ Islamabad Pakistan, Islamabad, Pakistan.
   [Zafar, Aliya Mueen] COMSTAS Inst Informat & Technol, Human Dept, Islamabad, Pakistan.
RP Saqib, L (reprint author), Riphah Int Univ Islamabad Pakistan, Islamabad, Pakistan.
EM lutsaqib@yahoo.com
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NR 55
TC 5
Z9 5
U1 2
U2 10
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1759-0817
EI 1759-0825
J9 J ISLAMIC ACCOUNT BU
JI J. Islamic Account. Bus. Res.
PY 2016
VL 7
IS 4
BP 282
EP 303
DI 10.1108/JIABR-08-2013-0031
PG 22
WC Business, Finance
SC Business & Economics
GA ER2ZZ
UT WOS:000398665200003
DA 2020-02-20
ER

PT J
AU Nadiri, H
AF Nadiri, Halil
TI Diagnosing the impact of retail bank customers' perceived justice on
   their service recovery satisfaction and post-purchase behaviours: an
   empirical study in financial centre of middle east
SO ECONOMIC RESEARCH-EKONOMSKA ISTRAZIVANJA
LA English
DT Article
DE Perceived justice; service recovery satisfaction; customer relationship
   variables; retail bank customers; Dubai
ID WORD-OF-MOUTH; CONSUMER RESPONSES; ORGANIZATIONAL JUSTICE; TRUST;
   LOYALTY; QUALITY; INTENTION; FAIRNESS; FAILURE; COMPENSATION
AB The banking sector ranks among the top three sectors in terms of frequency of complaints. The purpose of this study is to assess the effects of perceived justice on recovery satisfaction and to examine the relationships between recovery satisfaction and customer relationship variables in the banking sector where there are lack of empirical studies. Empirical observations were made through questionnaires conducted with 178 retail bank customers in Dubai. The data are analysed through partial least squares (PLS) approach to path modelling to estimate the measurement and structural parameters. The results revealed that distributive justice (DJ), procedural justice (PJ) and interactional justice (IJ) had significant positive effects on service recovery satisfaction, while IJ has the strongest effect with respect to others. Also, service recovery satisfaction had a significant positive effect on trust. The structural model results also revealed that customers' perceptions of trust had a significant positive effect on their WOM communication and repurchase intentions. The results of the study show that the service recovery satisfaction is a vital mediating variable between perceived justice of customers and customer relationship variables. Furthermore, the mediational role of trust between service recovery satisfaction and future intentions is extensive.
C1 [Nadiri, Halil] Cyprus Int Univ, Dept Business Adm, Haspolat Nicosia, Turkey.
RP Nadiri, H (reprint author), Cyprus Int Univ, Dept Business Adm, Haspolat Nicosia, Turkey.
EM hnadiri@ciu.edu.tr
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NR 122
TC 4
Z9 5
U1 0
U2 15
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1331-677X
EI 1848-9664
J9 ECON RES-EKON ISTRAZ
JI Ekon. Istraz.
PY 2016
VL 29
IS 1
BP 193
EP 216
DI 10.1080/1331677X.2016.1164925
PG 24
WC Economics
SC Business & Economics
GA DR8HP
UT WOS:000380139300003
OA DOAJ Gold, Green Published
DA 2020-02-20
ER

PT J
AU Rogozinska-Pawelczyk, A
AF Rogozinska-Pawelczyk, Anna
TI Expectations of the customer contact staff towards the employer and the
   possibilities of meeting them in banking institutionsfffff
SO JOURNAL FOR EAST EUROPEAN MANAGEMENT STUDIES
LA English
DT Article
DE psychological contracts; employee expectations; mutual expectations;
   customer contact staff in banks
AB To retain personnel and motivate them appropriately, banks must comply with the terms and conditions of cooperation specified in employment contracts (such as working hours and where work will be done, compensation, and career development opportunities). Additionally, they must respect the requirements of an unwritten agreement binding the employer and the customer contact staff - a psychological contract. This article presents the results of a survey of this staff working in commercial banks operating in Poland. The survey has allowed identifying the professional needs and expectations of bank staff built into employment and psychological contracts, their hierarchy, as well as the banking staff's opinions on the possibilities of the needs being in their workplace.
C1 [Rogozinska-Pawelczyk, Anna] Univ Lodz, Fac Econ & Sociol, 3-5 POW St, PL-90255 Lodz, Poland.
RP Rogozinska-Pawelczyk, A (reprint author), Univ Lodz, Fac Econ & Sociol, 3-5 POW St, PL-90255 Lodz, Poland.
EM arogozinska-pawelczyk@wp.pl
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NR 24
TC 0
Z9 0
U1 0
U2 4
PU RAINER HAMPP VERLAG
PI MERING
PA MERINGERZELLERSTR 10, MERING, D-86415, GERMANY
SN 0949-6181
EI 1862-0019
J9 J E EUR MANAG STUD
JI J. East Eur. Manag. Stud.
PY 2016
VL 21
IS 4
BP 391
EP 405
DI 10.1688/JEEMS-2016-Rogozinska-Pawelczyk
PG 15
WC Management
SC Business & Economics
GA EG5OP
UT WOS:000391094000002
DA 2020-02-20
ER

PT J
AU Maulan, S
AF Maulan, Suharni
TI CONSUMERS' LOYALTY TOWARD ISLAMIC BANKING SYSTEM: DOES HALAL BRAND
   AWARENESS MATTER?
SO INTERNATIONAL JOURNAL OF ECONOMICS MANAGEMENT AND ACCOUNTING
LA English
DT Article
DE Halal Brand Awareness; Brand Equity; Islamic Banking; Malaysia; PLS-SEM
ID EQUITY
AB In a competitive market structure, brand awareness helps to create a basis of trust and acceptance. Brand awareness is the first step to creating brand equity, an asset that provides companies with sustainable competitive advantages. However, in the Islamic banking context, the majority of consumers are still unable to distinguish between Islamic and conventional banks despite their awareness of the Islamic banking existence. This concern is critical to be addressed particularly in a dual banking environment such as in Malaysia, where consumers have choices between the Islamic and the conventional banking systems. Accordingly, this paper aims at investigating the influence of halal brand awareness on consumer loyalty toward the Islamic banking system. The model also includes brand loyalty as it is the core asset of brand equity. Using survey method, data of 454 respondents have been analyzed using PLS-SEM. The findings reveal that halal brand awareness shows greater influence on consumer loyalty toward the Islamic banking system than brand loyalty. Thus, Islamic bank managers must operationalize effective marketing communication strategies by promoting the Islamic banking products with simplicity to facilitate greater consumer understanding. This is not merely for enhancing organizational competitiveness, but more importantly is to ensure long term Islamic banking industry resilience.
C1 [Maulan, Suharni] Int Islamic Univ Malaysia, Dept Business Adm Kulliyyah Econ & Management Sci, Kuala Lumpur, Selangor, Malaysia.
RP Maulan, S (reprint author), Int Islamic Univ Malaysia, Dept Business Adm Kulliyyah Econ & Management Sci, Kuala Lumpur, Selangor, Malaysia.
EM suharni@iium.edu.my
OI Maulan, Suharni/0000-0002-9449-3840
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NR 44
TC 1
Z9 1
U1 1
U2 4
PU IIUM PRESS
PI SALANGER
PA PO BOX 70 PETALING JAYA, SALANGER, 46700, MALAYSIA
SN 1394-7680
J9 INT J ECON MANAG ACC
JI Int. J. Econ. Manag. Account.
PY 2016
VL 24
IS 2
BP 209
EP 226
PG 18
WC Economics
SC Business & Economics
GA EG4XV
UT WOS:000391048200004
DA 2020-02-20
ER

PT J
AU Rod, A
   Cermakova, K
AF Rod, Ales
   Cermakova, Klara
TI RETAIL BANKING IN THE CZECH REPUBLIC - A COMPARISON OF CONSUMER PRICES
   BETWEEN 2011 AND 2014
SO INTERNATIONAL JOURNAL OF ECONOMIC SCIENCES
LA English
DT Article
DE Retail banking; competition; financial literacy; income diversification;
   consumer prices; fees and commissions
AB The banking sector has been developing very rapidly in the past century. In Czechoslovakia as well as in other post-communist countries, the development differed due to specifics of the centrally planned system with a monobank and no official competition in retail banking. This specific factor influenced the development of the banking industry after 1990, when big banks used information asymmetry in individual parts of profit seeking (esp. income diversification). Growing competition, development of information technology and growing literacy of bank customers have decreased retail prices only after 2011, as shown by performed comparison of retail prices of banking services in the examined period. Using comparison of retail banking clients clusters the paper identifies factors of significant decrease of retail prices of bank services. We focus on discussing these factors, mainly growing competition, growing financial literacy, lowering transaction costs. This paper raises a very important question whether the "big four" on the retail banking market would keep their hegemony or the competition on this market would prevail. To answer this question is the aim of our next research.
C1 [Rod, Ales; Cermakova, Klara] Univ Econ, Dept Econ, Prague, Czech Republic.
RP Rod, A (reprint author), Univ Econ, Dept Econ, Prague, Czech Republic.
EM ales.rod@vse.cz; klara.cermakova@vse.cz
RI cermakova, klara/I-3800-2019
CR BANKOVNIPOPLATKY.COM, PRVNI REAKC NEJ POPL
   BANKOVNIPOPLATKY.COM, NEJ BANK POPL
   BANKOVNIPOPLATKY.COM, POPL VKLAD HOT NEJPR
   BANKOVNIPOPLATKY.COM, POPL VED UV UCT BANK
   CESKA BANKOVNI ASOCIACE, KOD MOB KLIENT
   CESKA NARODNI BANKA, ZAKL UK SEKT FIN TRH
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NR 22
TC 1
Z9 1
U1 0
U2 4
PU INT INST SOCIAL & ECONOMICS SCIENCES-IISES
PI PRAGUE
PA KAMERUNSKA 607-1, PRAGUE, 16000, CZECH REPUBLIC
SN 1804-9796
J9 INT J ECON SCI
JI Int. J. Econ. Sci.
PY 2016
VL 5
IS 2
BP 42
EP 54
DI 10.20472/ES.2016.5.2.003
PG 13
WC Economics
SC Business & Economics
GA EF3AS
UT WOS:000390197400003
OA Bronze
DA 2020-02-20
ER

PT J
AU Narteh, B
AF Narteh, Bedman
TI Service fairness and customer behavioural intention Evidence from the
   Ghanaian banking industry
SO AFRICAN JOURNAL OF ECONOMIC AND MANAGEMENT STUDIES
LA English
DT Article
DE Ghana; Retail banking; Behavioural intention; Service fairness
ID PRICE FAIRNESS; CONSUMER PERCEPTIONS; PERCEIVED FAIRNESS; SWITCHING
   BEHAVIOR; SATISFACTION; JUSTICE; LOYALTY; IMPACT; KNOWLEDGE; SELECTION
AB Purpose - The purpose of this paper is to examine the relationship between service fairness and behavioural intention and the moderating role of demographic variables among retail banking customers.
   Design/methodology/approach - A four-factor structure consisting of price, procedural, interaction and outcome fairness gleaned from the literature was adopted for the current study. This was used to survey 381 customers of 15 retail banks in Ghana. Exploratory factor analysis and hierarchical regression were used to analyse the hypothesized relationships among the factors.
   Findings - The paper found support for the existence of the four-factor structure of service fairness in the retail banking industry. The study also found that price, interaction, procedure and outcome fairness in order of importance significantly predict customer's behavioural intention. In addition, age, education and income of customers were found to moderate the relationship between the dependent and independent variables.
   Practical implications - The focus of the study on Ghana and in the banking industry limits the generalizability of the findings. However, the four-factor structure identified could be replicated in other countries, thereby setting the stage for cross-country studies on service fairness in the retail banking industry.
   Originality/value - The paper extends the domain of the application of the four-factor structure of service fairness from restaurants to the retail banking industry. As such, it provides bank managers with a plausible framework on service fairness for managing relationship with customers in retail banks.
C1 [Narteh, Bedman] Univ Ghana, Sch Business, Dept Mkt, Accra, Ghana.
RP Narteh, B (reprint author), Univ Ghana, Sch Business, Dept Mkt, Accra, Ghana.
EM bnarteh@ug.edu.gh
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NR 72
TC 1
Z9 1
U1 0
U2 6
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2040-0705
EI 2040-0713
J9 AFR J ECON MANAG STU
JI Afr. J. Econ. Manag. Stud.
PY 2016
VL 7
IS 1
BP 90
EP 108
DI 10.1108/AJEMS-06-2015-0064
PG 19
WC Economics
SC Business & Economics
GA ED6RT
UT WOS:000388984300006
DA 2020-02-20
ER

PT J
AU Taujanskaite, K
   Milcius, E
   Saltenis, S
AF Taujanskaite, Kamile
   Milcius, Eugenijus
   Saltenis, Simonas
TI Control of Non-Performing Loans in Retail Banking by Raising Financial
   and Consumer Awareness of Clients
SO INZINERINE EKONOMIKA-ENGINEERING ECONOMICS
LA English
DT Article
DE Commercial Banks; Non-Performing Loans; Financial and Consumer
   Awareness; Borrower Performance; Consumption Patterns; Determinants of
   Non-Performing Loans
ID DELPHI METHOD; LITERACY; MANAGEMENT; RISK
AB Non-performing loan (NPL) problems remain urgent, or even threatening in some countries, despite relatively long-lasting macroeconomic recovery since the 2008-2010 crisis. NPL handling tools and methods currently used by the banks are not efficient enough to significantly reduce the NPL ratio and keep it within safe and sustainable limits.
   This paper analyses the current state and causes of NPLs in retail banking and the ways of improving their handling efficiency.
   An idea that retail banks should not only focus on administrative handling methods, but also actively promote financial awareness and especially rational consumer behaviour of clients as measures preventing the NPL, is presented. The idea is based on a synthesis of research results performed within three segments, which shape the background of the problem: first, the current NPL situation in retail banking, theoretical framework and methods of their control, second, the budgetary and borrower performance of households and contemporary trends within consumer behaviour and, third, the NPL determinants, evaluation and comparison of their impact.
   Recommendations for retail banks to invest into preventive NPL reducing measures and run them parallel to the currently used "follow-up" type NPL handling tools are developed. The recommendations are supported by simulation of payback potential of investment by using specially developed algorithm.
   Research methods used: comparative analysis, processing of statistical data, expert evaluation, mathematical analysis.
C1 [Taujanskaite, Kamile] Vilnius Gediminas Tech Univ, Sauletekio Av 11, LT-10223 Vilnius, Lithuania.
   [Milcius, Eugenijus] Kaunas Univ Technol, K Donelaicio St 73, LT-44029 Kaunas, Lithuania.
   [Saltenis, Simonas] Aalborg Univ, Selma Lagerlofs Vej 300, DK-9220 Aalborg, Denmark.
RP Taujanskaite, K (reprint author), Vilnius Gediminas Tech Univ, Sauletekio Av 11, LT-10223 Vilnius, Lithuania.
EM kamile.taujanskaite@vgtu.lt; eugenijus.milcius@ktu.lt; simas@cs.aau.dk
RI Saltenis, Simonas/R-8392-2018
OI Saltenis, Simonas/0000-0002-2046-6110
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NR 79
TC 1
Z9 1
U1 0
U2 19
PU KAUNAS UNIV TECHNOL
PI KAUNAS
PA LAISVES AL 55, KAUNAS, 44309, LITHUANIA
SN 1392-2785
EI 2029-5839
J9 INZ EKON
JI Inz. Ekon.
PY 2016
VL 27
IS 4
BP 405
EP 416
DI 10.5755/j01.ee.27.4.16511
PG 12
WC Economics
SC Business & Economics
GA EC9UO
UT WOS:000388490000005
DA 2020-02-20
ER

PT J
AU Contiero, E
   Ponsignon, F
   Smart, PA
   Vinelli, A
AF Contiero, Enrico
   Ponsignon, Frederic
   Smart, Philip Andrew
   Vinelli, Andrea
TI Contingencies and characteristics of service recovery system design
   Insights from retail banking
SO INTERNATIONAL JOURNAL OF OPERATIONS & PRODUCTION MANAGEMENT
LA English
DT Article
DE Service design; Service operations; Case study; Service recovery
ID OPERATIONS MANAGEMENT; FINANCIAL SERVICES; CUSTOMER LOYALTY;
   FRONT-OFFICE; EFFICIENCY; PERSPECTIVE; STRATEGIES; EMPLOYEE
AB Purpose - The purpose of this paper is to explore the contingencies and characteristics of service recovery system (SRS) design.
   Design/methodology/approach - Informed by extensive case study data from two large Italian retail banks, the theory-building study builds on the seven design characteristics proposed by Smith et al. (2009). In all, 19 sub-dimensions are identified that provide a finer-grain view of the SRS at the operational level. The design characteristics and the corresponding sub-dimensions comprise the SRS design framework. These sub-dimensions are then analysed across the two cases. Specific attention is given to sub-dimensions that are contingent upon service recovery strategy.
   Findings - The findings suggest that the extended set of SRS sub-dimensions (providing greater specificity) contributes to identifying commonality and difference between SRS configurations. This specificity facilitates the identification of two sets of SRS design characteristics (S-type and C-type) that correspond with the SR strategy. Two propositions have been formulated with respect to this SR strategy - SRS contingency. An additional set of sub-dimensions, common to both cases, is explained by conformance to regulatory control.
   Originality/value - The paper provides novel theoretical insights into SRS design. The increased specificity of the SRS framework and the sets of sub-dimensions contingent on SR strategy extend the current theory. This provides opportunities for both practising managers and for future theoretical development.
C1 [Contiero, Enrico] Univ Padua, Dept Engn & Management, Vicenza, Italy.
   [Ponsignon, Frederic] KEDGE Business Sch, Talence, France.
   [Smart, Philip Andrew] Univ Exeter, Sch Business, Dept Management, Exeter, Devon, England.
   [Vinelli, Andrea] Univ Padua, Dept Engn & Management, Vicenza, Italy.
RP Contiero, E (reprint author), Univ Padua, Dept Engn & Management, Vicenza, Italy.
EM enricocontiero@gmail.com
RI Ponsignon, Frederic/U-3174-2018
OI Ponsignon, Frederic/0000-0003-0194-5236
CR Accenture, 2013, ACC 2013 GLOB CONS P
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NR 63
TC 6
Z9 6
U1 0
U2 8
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0144-3577
EI 1758-6593
J9 INT J OPER PROD MAN
JI Int. J. Oper. Prod. Manage.
PY 2016
VL 36
IS 11
BP 1644
EP 1667
DI 10.1108/IJOPM-06-2015-0325
PG 24
WC Management
SC Business & Economics
GA EB1CV
UT WOS:000387084900011
DA 2020-02-20
ER

PT J
AU Gupta, A
AF Gupta, Abhinav
TI Service quality and delivery in banking servicesAn Indian perspective
SO COGENT BUSINESS & MANAGEMENT
LA English
DT Article
DE banking; service delivery; employee satisfaction; job satisfaction
ID PERFORMANCE
AB The banking service industry has experienced great change in recent decades. The present study covers the domains of Job satisfaction of employees and its impact on the service quality delivered by them. Exploring further the construct of employee job satisfaction amongst the three groups of banks, an attempt that is unique to this research, one finds that as expected, there is a difference between the three groups of banks in terms of the job satisfaction levels experienced by them. The overall job satisfaction is reported to be the highest amongst the PSU bank employees. The private and foreign bank employees are less satisfied compared to their counterparts working in PSU banks. Context job satisfaction factors (i.e. satisfaction with pay, variety of activities, environment and security) are more descriptive of employee job satisfaction than the content factors (i.e. satisfaction with work, customer interaction and promotion). In the case of PSU bank employees, the opportunity to interact does not contribute to the overall job satisfaction in the regression analysis. One striking result is that marital status is a significant contributor to overall job satisfaction of employees with married employees being more satisfied than the unmarried ones. The aspect of salary (pay) has the least contribution to the overall job satisfaction. This is a positive result in the sense that employees will not be influenced by higher pay offers from competitors but also draw the attention of the bank to the significant factors like environment, variety of activities that are major contributors to job satisfaction.
C1 [Gupta, Abhinav] SRM Univ, Fac Management Studies, Sonepat, Haryana, India.
RP Gupta, A (reprint author), SRM Univ, Fac Management Studies, Sonepat, Haryana, India.
EM abhinavg0304@gmail.com
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NR 23
TC 0
Z9 0
U1 0
U2 1
PU TAYLOR & FRANCIS AS
PI OSLO
PA KARL JOHANS GATE 5, NO-0154 OSLO, NORWAY
SN 2331-1975
J9 COGENT BUS MANAG
JI Cogent Bus. Manag.
PY 2016
VL 3
AR UNSP 1243504
DI 10.1080/23311975.2016.1243504
PG 14
WC Business
SC Business & Economics
GA DZ8YZ
UT WOS:000386160400001
OA DOAJ Gold, Green Published
DA 2020-02-20
ER

PT J
AU Ladeira, WJ
   Santini, FD
   Sampaio, CH
   Perin, MG
   Araujo, CF
AF Ladeira, Wagner Junior
   Santini, Fernando De Oliveira
   Sampaio, Claudio Hoffmann
   Perin, Marcelo Gattermann
   Araujo, Clecio Falcao
TI A meta-analysis of satisfaction in the banking sector
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Meta-analysis; Antecedents; Consequences; Satisfaction
ID CUSTOMER SATISFACTION; CONSUMER SATISFACTION; SERVICE QUALITY;
   RELATIONAL BENEFITS; ISLAMIC BANKING; ONLINE BANKING; ANTECEDENTS;
   LOYALTY; MODEL; CONSEQUENCES
AB Purpose - The purpose of this paper is to present a systematic framework with a meta-analytical approach to distinguish various types of antecedents and consequences of satisfaction in the banking sector.
   Design/methodology/approach - The authors conducted searches in 13 databases and analysed 811 relationships in 210 articles. For the quantitative data analysis, the authors used the coefficient of correlation r as a metric variable to measure the effect size of the studied scope variables.
   Findings - The findings of this meta-analysis demonstrated ten dimensions that directly influence satisfaction in the banking sector: a bank's atmosphere, special treatment and relational benefits, timesaving features, the dimensions and determinants of service quality, customers' overall perceptions of service quality, end-user computing, service recovery, external factors, strategic orientation and behavioural outcomes. These ten dimensions were derived from 55 variables.
   Research limitations/implications - This meta-analysis reviewed relationships found worldwide in the literature, expanding and improving the current knowledge. It identified ways that research on satisfaction in the banking sector is lacking and presents suggestions for the elaboration of new studies to allow future researchers to better define their agendas.
   Practical implications - The results show that managers should care about satisfaction because it results from the consumer's banking experience. The ten dimensions affect satisfaction to differing degrees.
   Originality/value - This research tested the impact of the antecedents and consequences of satisfaction in the banking sector and presented important results through this meta-analytical review. This meta-analysis contributes to the marketing literature, with a set of empirical generalizations, including relationship coefficients and calculated fail-safe numbers.
C1 [Ladeira, Wagner Junior; Santini, Fernando De Oliveira] Univ Vale Rio dos Sinos, Sch Business, Sao Leopoldo, Brazil.
   [Sampaio, Claudio Hoffmann; Perin, Marcelo Gattermann; Araujo, Clecio Falcao] Pontificia Univ Catolica Rio Grande do Sul, Sch Business, Porto Alegre, RS, Brazil.
RP Santini, FD (reprint author), Univ Vale Rio dos Sinos, Sch Business, Sao Leopoldo, Brazil.
EM santiniconsultores@terra.com.br
RI Sampaio, Claudio H/N-2556-2013; Falcao Araujo, Clecio/H-8601-2013
OI Sampaio, Claudio H/0000-0001-9943-1414; Falcao Araujo,
   Clecio/0000-0002-8753-5184
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NR 66
TC 8
Z9 8
U1 2
U2 8
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 6
BP 798
EP 820
DI 10.1108/IJBM-10-2015-0166
PG 23
WC Business
SC Business & Economics
GA DZ7GD
UT WOS:000386032000001
DA 2020-02-20
ER

PT J
AU Mostafa, RB
   ElSahn, F
AF Mostafa, Rania B.
   ElSahn, Farid
TI Exploring the mechanism of consumer responses to CSR activities of
   Islamic banks The mediating role of Islamic ethics fit
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Islamic banks; Corporate social responsibility; Identification; Islamic
   ethics
ID CORPORATE SOCIAL-RESPONSIBILITY; ENHANCING PERCEIVED FIT; COMPANY
   IDENTIFICATION; MODERATING ROLE; COMMUNICATION STRATEGIES; FINANCIAL
   INSTITUTIONS; PRODUCT RESPONSES; CHINESE CONSUMERS; IMPACT; BEHAVIOR
AB Purpose - Drawing on social identity theory, the purpose of this paper is to propose and test a conceptual framework of the mechanism of customer response toward corporate social responsibility (CSR) initiatives of Islamic banks.
   Design/methodology/approach - A survey was completed by 203 customers of Islamic banks in Bahrain. Structural equation modeling, was used to test the hypotheses.
   Findings - Islamic ethics fit partially mediates the relationship between CSR initiatives and consumer-bank identification (CBI) which in turn contributes positively to customer advocacy. These findings emphasize the importance of CSR practices compliance with Islamic ethics principles for customers to identify with and advocate Islamic bank.
   Research limitations/implications - Understanding the mechanism of customers' responses toward CSR initiatives of Islamic banks provides insights into the complexities of Islamic bank customers' perceptions of CSR initiatives. The successful introduction of a mediating variable, namely, Islamic ethics fit suggests future research opportunities.
   Originality/value - Much of the value of the present work is because of the findings regarding the relationship between CSR and customer responses. The originality of this study lies in being the first research examining the mediating role of Islamic ethics fit to the relationship between CSR initiatives and CBI which in turn enhances Islamic banks' advocacy.
C1 [Mostafa, Rania B.] Damanhour Univ, Fac Commerce, Damanhour, Egypt.
   [ElSahn, Farid] Doha Inst Grad Studies, Educ Excellence Ctr, Doha, Qatar.
RP Mostafa, RB (reprint author), Damanhour Univ, Fac Commerce, Damanhour, Egypt.
EM rania.mostafa@damanhour.edu.eg
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NR 119
TC 2
Z9 2
U1 0
U2 14
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 6
BP 940
EP 962
DI 10.1108/IJBM-11-2015-0179
PG 23
WC Business
SC Business & Economics
GA DZ7GD
UT WOS:000386032000008
DA 2020-02-20
ER

PT J
AU Levy, S
   Hino, H
AF Levy, Shalom
   Hino, Hayiel
TI Emotional brand attachment: a factor in customer-bank relationships
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Satisfaction; Service quality; Loyalty; Brand attachment; Emotions
   towards the bank
ID MULTIPLE-ITEM SCALE; SERVICE QUALITY; CONSUMPTION EMOTIONS; SWITCHING
   COSTS; SATISFACTION; LOYALTY; TRUST; ANTECEDENTS; CONSUMERS;
   DIMENSIONALITY
AB Purpose - The purpose of this paper is to evaluate the relationship between customers' emotional attachment toward bank service providers and bank loyalty. In particular, the study examines the impact of the emotional attachment factor while treating established effecting variables by employing a new conceptual framework that integrates these variables.
   Design/methodology/approach - The study employs data collected from a survey involving 436 participants. The study employs Exploratory Factor Analysis and Confirmatory Factor Analysis methods following a path analysis method and structural equation modeling for testing research hypotheses.
   Findings - The empirical results support the claim that the conceptual framework applied in this study better explains the relationship between customers' emotional attachment toward bank service providers and bank loyalty. Specifically, the findings show a significant, direct and positive relationship between the customer's emotional attachment and bank loyalty; an indirect positive relationship also exists through the connection of customer satisfaction. The study distinguishes between two integrated pathways consumers possibly follow when making decisions about services: the conscious decision-making process path and the emotional process path.
   Practical implications - The paper provides managerial and planning implications to bank service providers who seek to achieve excellent performance and a positive brand personality, thus maintaining long-lasting relationships with their customers.
   Originality/value - The study is among the few empirical works to specifically examine the impact of customers' emotional attachment on bank loyalty and contributes to the available literature in that it suggests a systematic conceptual framework that evaluates the impact of key factors on bank loyalty.
C1 [Levy, Shalom] Ariel Univ, Dept Econ & Business Adm, Mkt, Ariel, Israel.
   [Hino, Hayiel] Ariel Univ, Dept Econ & Business Adm, Ariel, Israel.
RP Levy, S (reprint author), Ariel Univ, Dept Econ & Business Adm, Mkt, Ariel, Israel.
EM shalom@ariel.ac.il
RI levy, shalom/AAF-7870-2019
OI levy, shalom/0000-0001-5632-4010
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NR 78
TC 30
Z9 30
U1 4
U2 26
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 2
BP 136
EP 150
DI 10.1108/IJBM-06-2015-0092
PG 15
WC Business
SC Business & Economics
GA DW9IO
UT WOS:000383971500002
DA 2020-02-20
ER

PT J
AU Monferrer-Tirado, D
   Estrada-Guillen, M
   Fandos-Roig, JC
   Moliner-Tena, MA
   Garcia, JS
AF Monferrer-Tirado, Diego
   Estrada-Guillen, Marta
   Carlos Fandos-Roig, Juan
   Angel Moliner-Tena, Miguel
   Sanchez Garcia, Javier
TI Service quality in bank during an economic crisis
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Consumer behaviour; Banking
ID MULTIPLE-ITEM SCALE; PERCEIVED VALUE; CONSUMER LOYALTY; CUSTOMER
   LOYALTY; OLDER CONSUMERS; SWITCHING COSTS; SATISFACTION; TRUST; MODEL;
   ANTECEDENTS
AB Purpose - The purpose of this paper is to address the aftermath of the crisis that has plagued the Spanish financial sector from a microeconomic and emotional perspective associated to financial entities' relationships with their customers.
   Design/methodology/approach - The authors build a model of effects with structural equation modelling based on the quality of the relationship between financial entities and their customers. The authors identify the different dimensions of quality in the entity's service provision (tangible quality, functional quality and staff quality) as essential antecedents of the different dimensions of relationship quality (satisfaction, trust and loyalty). Moreover, the authors develop a multi-group analysis to test the moderator effect of age in the proposed model.
   Findings - The work shows that bank customers have been eminently results driven focusing on functional quality which is a determinant cause of customer satisfaction and trust.
   Research limitations/implications - Furthermore the authors consider that the dimensions of service quality are interrelated. Functional quality represents an essential quality in customer service, whereas tangible and personnel qualities act to reinforce functional quality. In turn, qualities based on tangible aspects have positive effects on qualities based on intangible aspects.
   Practical implications - Moreover, the results confirm the consideration of related variables to conform the construct of relationship quality: satisfaction, trust and loyalty. Finally, age has been found to have a considerable effect as a moderating variable in the relations.
   Originality/value - These results represent a significant change in traditional patterns of bank customer behaviour, and fit in with postulates of a new approach based on individual differences in attitudes, with relevant practical implications.
C1 [Monferrer-Tirado, Diego; Estrada-Guillen, Marta; Carlos Fandos-Roig, Juan; Angel Moliner-Tena, Miguel; Sanchez Garcia, Javier] Jaume I Univ, Dept Business Adm & Mkt, Castellon de La Plana, Spain.
RP Monferrer-Tirado, D (reprint author), Jaume I Univ, Dept Business Adm & Mkt, Castellon de La Plana, Spain.
EM dmonferr@emp.uji.es
RI Moliner, Miguel A. M/L-8002-2015; Sanchez-Garcia, Javier/K-3721-2012;
   Fandos Roig, Juan Carlos/Q-4526-2018; TIRADO, DIEGO
   MONFERRER/L-7795-2017
OI Moliner, Miguel A. M/0000-0001-9274-4151; Sanchez-Garcia,
   Javier/0000-0002-7865-0076; TIRADO, DIEGO MONFERRER/0000-0001-7996-1151
FU Ministry of Economy and Competitiveness of Spain [ECO2013-47134-P];
   Universitat Jaume I [P1.1B2013-49]
FX The authors gratefully acknowledge the financial support provided by
   Ministry of Economy and Competitiveness of Spain via the research
   project "La confianza del consumidor respecto a la calidad de la
   relacion y la orientacion al mercado de las entidades financieras: los
   efectos de la crisis" (ECO2013-47134-P) and the financial support
   provided by the Universitat Jaume I via the research project "Influencia
   del marketing en la lealtad del consumidor. Un enfoque conjunto desde la
   optica de la empresa y el cliente basado en el sector bancario espanol"
   (P1.1B2013-49).
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NR 146
TC 17
Z9 17
U1 2
U2 17
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 2
BP 235
EP 259
DI 10.1108/IJBM-01-2015-0013
PG 25
WC Business
SC Business & Economics
GA DW9IO
UT WOS:000383971500007
DA 2020-02-20
ER

PT J
AU Andaleeb, SS
   Rashid, M
   Rahman, QA
AF Andaleeb, Syed Saad
   Rashid, Mamunur
   Rahman, Quazi Akhlaqur
TI A model of customer-centric banking practices for corporate clients in
   Bangladesh
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Bangladesh; Bank selection criteria; Corporate customers;
   Customer-centric banking; Relationship banking
ID SERVICE QUALITY; SATISFACTION; TRUST; INTENTIONS; DIMENSIONS; COMMITMENT
AB Purpose - Customer-centric banking envisions that banks should meet both tangible and intangible satisfaction criteria of their customers. The purpose of this paper is to investigate the customer-centric banking practices that drive satisfaction of corporate customers in Bangladesh.
   Design/methodology/approach - Financial managers from a sample of 112 non-financial listed companies were interviewed. The study employed a structured questionnaire using Likert scales. Exploratory factor analysis followed by multiple regression analysis were used to test the effects of both tangible and intangible factors.
   Findings - The findings of the study indicate that customer-centric banking is primarily influenced by intangible factors. Among six bank selection criteria analyzed in this study, corporate image, commitment, compassion and consistency are the four significant intangible factors that drive corporate customer satisfaction. The two tangible factors: cost-benefit and convenience were not significant determinants of satisfaction for corporate clients.
   Research limitations/implications - For lack of sample frames and relative unavailability of corporate respondents, a non-probability sampling technique was used. The study contributes to the existing literature on customer-centric marketing, relationship marketing and bank selection by suggesting that there is a shift in banking needs among corporate clients in developing countries such as Bangladesh.
   Practical implications - The study contributes to a richer understanding of the customer-centric banking framework, suggesting the service strategies that banks ought to adopt. The results are especially important for developing countries that are experiencing a change in theoretical understanding of customer satisfaction in financial services.
   Originality/value - Now banks and policy makers can better strategize on building loyal corporate customers for banks, thereby ensuring healthy corporate banking relationship. Banks can also prioritize on the important intangible elements to focus on to satisfy corporate customers. Among other factors, technology adoption, training of corporate customer managers, and emphasizing customer-centric banking policies may help provide better services and obtain higher levels of customer satisfaction.
C1 [Andaleeb, Syed Saad] BRAC Univ, Dhaka, Bangladesh.
   [Rashid, Mamunur] Univ Nottingham, Sch Business, Univ Nottingham Malaysia Campus, Semenyih, Malaysia.
   [Rahman, Quazi Akhlaqur] Univ Liberal Arts Bangladesh, Dhaka, Bangladesh.
RP Rashid, M (reprint author), Univ Nottingham, Sch Business, Univ Nottingham Malaysia Campus, Semenyih, Malaysia.
EM mamunur.rashid@nottingham.edu.my
RI Rashid, Mamunur/R-3106-2019
OI Rashid, Mamunur/0000-0002-6688-5740
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NR 80
TC 6
Z9 7
U1 2
U2 7
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 4
BP 458
EP 475
DI 10.1108/IJBM-10-2014-0156
PG 18
WC Business
SC Business & Economics
GA DW9IT
UT WOS:000383972100002
DA 2020-02-20
ER

PT J
AU Harris, M
   Cox, KC
   Musgrove, CF
   Ernstberger, KW
AF Harris, Michael
   Cox, K. Chris
   Musgrove, Carolyn Findley
   Ernstberger, Kathryn W.
TI Consumer preferences for banking technologies by age groups
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Marketing; Services
ID INFORMATION-TECHNOLOGY; ACCEPTANCE MODEL; USER ACCEPTANCE; OLDER-ADULTS;
   ADOPTION; PERCEPTIONS; PERFORMANCE; RESISTANCE; SERVICES; INTENTION
AB Purpose - The prevailing mindset is that younger people value and more readily adopt technology. The purpose of this paper is to determine if this is true with respect to banking practices.
   Design/methodology/approach - A survey was conducted to evaluate the importance of mobile, online, and physical-based banking across multiple age groups. Factor analysis and analysis of covariance were used to evaluate the responses.
   Findings - The results show that older consumers see more value in traditional, physical-based banking, all ages are equally interested in currently emerging technologies (online), and younger users are more interested in the newest technologies.
   Research limitations/implications - The stereotype of technology-adverse elderly may be too limiting. Age influences are not absolute barriers enacted by time, but are potentially learned behaviors. Practical
   implications - Practitioners interested in introducing new technologies to the elderly might consider making their innovations more compatible with existing technologies already in use.
   Originality/value - This study builds on the concepts of technology adoption and previous work on aging as it relates to adoption. However, it is shown that cognitive declines are not the only factor that can explain age-related differences in technology usage. Cohort differences in experience and resources may also be important. This is of value not only to the banks, but to all businesses that rely on consumer use of technology to maintain the business relationship.
C1 [Harris, Michael; Cox, K. Chris; Musgrove, Carolyn Findley; Ernstberger, Kathryn W.] Indiana Univ Southeast, New Albany, IN 47150 USA.
RP Musgrove, CF (reprint author), Indiana Univ Southeast, New Albany, IN 47150 USA.
EM musgrove@ius.edu
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NR 39
TC 9
Z9 9
U1 1
U2 22
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 4
BP 587
EP 602
DI 10.1108/IJBM-04-2015-0056
PG 16
WC Business
SC Business & Economics
GA DW9IT
UT WOS:000383972100008
DA 2020-02-20
ER

PT J
AU Amin, M
AF Amin, Muslim
TI Internet banking service quality and its implication on e-customer
   satisfaction and e-customer loyalty
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Malaysia; Internet banking; e-Customer loyalty; e-Customer satisfaction;
   e-Service quality
ID WORD-OF-MOUTH; BEHAVIORAL INTENTIONS; SCALE DEVELOPMENT; ONLINE BANKING;
   MOBILE BANKING; PERCEIVED RISK; RETAIL BANKING; FINANCIAL SERVICES;
   CORPORATE IMAGE; BUILDING TRUST
AB Purpose - The purpose of this paper is to examine the internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty.
   Design/methodology/approach - A total of 1,000 questionnaires were distributed for internet banking customers and 520 were returned (resulting 52 percentage of response rate).
   Findings - The results confirmed that the all four dimensions (personal need, site organization, user friendliness, and efficiency of website) are distinct constructs. The results also indicated that internet banking service quality consisting of four dimensions has appropriate reliability and each dimensions has a positive significant relationship with internet banking service quality. The efficiency of banking website is the important aspect of internet banking service quality. The finding found that the relationship between internet banking service quality, e-customer satisfaction and e-customer loyalty are significant. Practical implications - The results show that the higher level of internet banking service quality significantly impacts to e-customer satisfaction and consequently leads to e-customer loyalty and a lower intention to leave the relationship with bank.
   Originality/value - This study proposes a model to understand the effect of internet banking service quality on e-customer satisfaction and e-customer loyalty in developing country. The constructs truly reflect the dynamism of customers' banking relationship and a better understanding the attitude on internet banking will help the bankers in implementing more effective marketing strategies.
C1 [Amin, Muslim] King Saud Univ, Dept Management, Coll Business Adm, Serv Management, Riyadh, Saudi Arabia.
RP Amin, M (reprint author), King Saud Univ, Dept Management, Coll Business Adm, Serv Management, Riyadh, Saudi Arabia.
EM tengkumuslim@yahoo.com
OI Amin, Muslim/0000-0003-0818-5663
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NR 196
TC 31
Z9 32
U1 11
U2 47
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 3
BP 280
EP 306
DI 10.1108/IJBM-10-2014-0139
PG 27
WC Business
SC Business & Economics
GA DW9IR
UT WOS:000383971900002
DA 2020-02-20
ER

PT J
AU Jun, M
   Palacios, S
AF Jun, Minjoon
   Palacios, Sergio
TI Examining the key dimensions of mobile banking service quality: an
   exploratory study
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Service quality; Mobile banking
ID MULTIPLE-ITEM SCALE; CUSTOMER SATISFACTION; FINANCIAL SERVICES; USAGE
   INTENTIONS; ONLINE BANKING; TRUST; PERCEPTIONS; PERSPECTIVE; INCIDENTS;
   INTERNET
AB Purpose - The purpose of this paper is to identify the key dimensions of mobile banking (m-banking) service quality.
   Design/methodology/approach - The authors employ the critical incident technique to unveil the key dimensions of m-banking service quality as perceived by m-banking customers, and to identify critical satisfiers/dissatisfiers among the identified dimensions.
   Findings - The analysis reveals a total of 17 dimensions of m-banking service quality: m-banking application quality (content, accuracy, ease of use, speed, aesthetics, security, diverse mobile application service features, and mobile convenience), and m-banking customer service quality (reliability, responsiveness, competence, courtesy, credibility, access, communication, understanding the customer, and continuous improvement). Of these, five dimensions, such as mobile convenience, accuracy, diverse mobile application service features, ease of use, and continuous improvement, are considered as the main sources of customer satisfaction/dissatisfaction.
   Practical implications - M-bankers, based on the identified 17 dimensions, can develop a comprehensive service quality management system, which helps them identify and overcome key obstacles to the delivery of high quality m-banking customer services.
   Originality/value - This study focusses on uncovering the key dimensions of m-banking service quality and their associated sub-dimensions specific to the context of m-banking. Theoretically, the identified dimensions and their related sub-items can serve as building blocks for further research in customer relationship management in m-banking.
C1 [Jun, Minjoon; Palacios, Sergio] New Mexico State Univ, Dept Management, Las Cruces, NM 88003 USA.
RP Jun, M (reprint author), New Mexico State Univ, Dept Management, Las Cruces, NM 88003 USA.
EM minjun@nmsu.edu
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NR 47
TC 16
Z9 16
U1 3
U2 21
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 3
BP 307
EP 326
DI 10.1108/IJBM-01-2015-0015
PG 20
WC Business
SC Business & Economics
GA DW9IR
UT WOS:000383971900003
DA 2020-02-20
ER

PT J
AU Ayo, CK
   Oni, AA
   Adewoye, OJ
   Eweoya, IO
AF Ayo, Charles K.
   Oni, Aderonke Atinuke
   Adewoye, Oyerinde J.
   Eweoya, Ibukun O.
TI E-banking users' behaviour: e-service quality, attitude, and customer
   satisfaction
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE SERVQUAL; Nigeria; Customer attitudes; Quality; Customer satisfaction;
   Customer behaviour
ID PERCEIVED USEFULNESS; TECHNOLOGY; INSTRUMENT; LOYALTY; TRUST;
   PERCEPTIONS; ACCEPTANCE; SCALE; EASE
AB Purpose - The purpose of this paper is to investigate factors affecting e-banking usage based on electronic service (e-service) quality, attitude and customer satisfaction.
   Design/methodology/approach - A conceptual model to investigate factors that influence e-banking usage was developed based on review of existing literature. The model employed e-services quality variable, diffusion of innovation construct and self-efficacy to better reflect the users' views of e-banking usage. Data collected from 254 e-banking users were used to test the model. The data were analysed based on PLS-SEM using SmartPLS 3.0.
   Findings - The result reveals that perceived e-service quality has a strong influence on customer satisfaction and use of e-banking, which means that greater quality of e-service has the potential to increase satisfaction and consequently result in to more use of e-banking. In this research findings, competence of e-service support staff, system availability, service portfolio, responsiveness and reliability, in that order, were found to be most significant in rating e-service quality.
   Practical implications - This offers financial institutions and professional relevant information e-banking services that will promote greater customer satisfaction and use of e-banking.
   Originality/value - This paper contributes to knowledge advancement in bank marketing by providing insight into motivational factors of e-banking services quality and personal characteristics.
C1 [Ayo, Charles K.; Oni, Aderonke Atinuke; Eweoya, Ibukun O.] Covenant Univ, Dept Comp & Informat Sci, Ota, Nigeria.
   [Adewoye, Oyerinde J.] Ladoke Akintola Univ, Dept Management & Accounting, Ogbomosho, Nigeria.
RP Oni, AA (reprint author), Covenant Univ, Dept Comp & Informat Sci, Ota, Nigeria.
EM ronke.oni@covenantuniversity.edu.ng
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NR 77
TC 20
Z9 20
U1 4
U2 36
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 3
BP 347
EP 367
DI 10.1108/IJBM-12-2014-0175
PG 21
WC Business
SC Business & Economics
GA DW9IR
UT WOS:000383971900005
DA 2020-02-20
ER

PT J
AU Bhat, SA
   Darzi, MA
AF Bhat, Suhail Ahmad
   Darzi, Mushtaq Ahmad
TI Customer relationship management An approach to competitive advantage in
   the banking sector by exploring the mediational role of loyalty
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Customer relations; Competitive advantage; Customer orientation;
   Customer loyalty; Complaints
ID INTERNET BANKING; SATISFACTION; TECHNOLOGY; SERVICE; TRUST; ANTECEDENTS;
   EMPOWERMENT; ORIENTATION; INNOVATION; KNOWLEDGE
AB Purpose - The purpose of this paper is to develop a comprehensive integrated model which helps in explaining the impact of Customer Relationship Management (CRM) dimensions (complaint resolution, customer knowledge, customer empowerment and customer orientation) on customer loyalty and competitive advantage of a bank. The study also explores the mediating role of customer loyalty in the relationship between CRM and competitive advantage in retail banking.
   Design/methodology/approach - The research is based on a theoretical model which consists of four CRM dimensions and two exogenous variables. These have been used for establishing the hypotheses to analyze relationships between the variables constituting the CRM model. The data have been collected from 278 customers of a private bank. The data were analyzed using structural equation modeling (SEM). The scale was developed and purified through factor analysis (exploratory and confirmatory factor analysis). SEM was then used to examine the causal relationships and "model fit" of the proposed model.
   Findings - The results provide evidence that the four CRM dimensions have a positive effect on customer loyalty and competitive advantage of the bank. Among the CRM dimensions, customer knowledge is most influential of all the dimensions. Furthermore, customer loyalty acts as the mediator in the CRM model between CRM and competitive advantage.
   Research limitations/implications - Since, the study involved a single bank and therefore the results should be generalized cautiously. Only four CRM variables were included in the study; additional variables can be introduced in further studies involving different contexts.
   Practical implications - The study highlights and supports the need for mangers to devote additional resources toward developing a better CRM system. Therefore, mangers need to think beyond the technological aspects and should focus on these four dimensions, especially customer knowledge, to enhance the loyalty and competitiveness.
   Originality/value - The paper investigated hitherto unexplored relationships between customer-centric CRM dimensions instrumental in providing competitive advantage to a bank through mediational analysis. Thus, it contributes to the information on the implementation of CRM practices valuable for banking sector.
C1 [Bhat, Suhail Ahmad] Univ Kashmir, Sch Business, Srinagar, Jammu & Kashmir, India.
   [Darzi, Mushtaq Ahmad] Univ Kashmir, Sch Business, Finance & Accounts, Srinagar, Jammu & Kashmir, India.
RP Bhat, SA (reprint author), Univ Kashmir, Sch Business, Srinagar, Jammu & Kashmir, India.
EM ahmad_87suhail@yahoo.co.in
RI Bhat, Suhail/AAH-8195-2019
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NR 83
TC 10
Z9 10
U1 3
U2 30
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 3
BP 388
EP 410
DI 10.1108/IJBM-11-2014-0160
PG 23
WC Business
SC Business & Economics
GA DW9IR
UT WOS:000383971900007
DA 2020-02-20
ER

PT J
AU Paul, J
   Mittal, A
   Srivastav, G
AF Paul, Justin
   Mittal, Arun
   Srivastav, Garima
TI Impact of service quality on customer satisfaction in private and public
   sector banks
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE SERVQUAL; Service quality
ID CONSUMER PERCEPTIONS; MODELS; EXPECTATIONS; USAGE
AB Purpose - In today's world, with increased competition, service quality has become one of the most popular areas of academic investigation. The purpose of this paper is to examine the impact of various service quality variables on the overall satisfaction of customers and compare the private and public sector banks using a sample from India.
   Design/methodology/ approach - With the help of forward stepwise regression, the authors explain how a variety of variables are both negatively and positively influencing customer satisfaction. The authors collected data from 500 respondents in India; 250 of which were customers of private sector banks, and 250 of which were customers of public sector banks. The authors had a response rate of 65 percent.
   Findings - In the case of private sector banks, knowledge of products, response to need, solving questions, fast service, quick connection to the right person, and efforts to reduce queuing time were found to be the factors that are positively associated with overall satisfaction. Assistance to the customer, appearance, and follow up are negatively associated with customer satisfaction. On the other hand, in the case of public sector banks, knowledge of the product and fast service are the factors which are associated positively and appearance is the only factor that is negatively associated.
   Originality/value - The components of service quality that are positively associated are not the same in public sector banks as they are in private sector banks.
C1 [Paul, Justin] Univ Puerto Rico, Grad Sch Business Adm, San Juan, PR 00936 USA.
   [Mittal, Arun; Srivastav, Garima] Birla Inst Technol, Mesra, Ranchi, India.
RP Paul, J (reprint author), Univ Puerto Rico, Grad Sch Business Adm, San Juan, PR 00936 USA.
EM profjust@gmail.com
RI PAUL, JUSTIN/Y-5214-2019
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NR 54
TC 24
Z9 24
U1 0
U2 20
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 5
BP 606
EP 622
DI 10.1108/IJBM-03-2015-0030
PG 17
WC Business
SC Business & Economics
GA DW9IW
UT WOS:000383972400001
DA 2020-02-20
ER

PT J
AU Estrella-Ramon, A
   Sanchez-Perez, M
   Swinnen, G
   Vanhoof, K
AF Estrella-Ramon, Antonia
   Sanchez-Perez, Manuel
   Swinnen, Gilbert
   Vanhoof, Koen
TI Estimating Customer Potential Value using panel data of a Spanish bank
SO JOURNAL OF BUSINESS ECONOMICS AND MANAGEMENT
LA English
DT Article
DE customer potential value; customer relationship management; customer
   value management; product ownership; Probit model; ex-post segmentation;
   C51; D12; M31
ID MARKET-BASED ASSETS; LIFETIME VALUE; RELATIONSHIP MANAGEMENT;
   SHAREHOLDER VALUE; ONLINE BANKING; SERVICE; MODELS; EQUITY; IMPACT;
   SEGMENTATION
AB The main goal of this paper is the calculation of a multi-product model of Customer Potential Value using the Probit method. The results of this first analysis are used to perform an ex-post segmentation of customers, whose output can be employed to improve Customer Relationship Management strategies of the companies. Our research contributes to the consumer behaviour literature insofar as, according to our knowledge, no previous work has examined collectively the proposed drivers of Customer Potential Value in a multi-services retailer. To achieve these objectives, we use a panel data of a Spanish bank. The results allow us to confirm the influence of a set of behavioural variables on the ownership of different banking products and identify those customers whose value is higher and lower through the calculation of Customer Potential Value.
C1 [Estrella-Ramon, Antonia; Sanchez-Perez, Manuel] Univ Almeria, Ctra Sacramento S-N, Almeria 04120, Spain.
   [Swinnen, Gilbert; Vanhoof, Koen] Hasselt Univ, Agoralaan Bldg D, B-3590 Diepenbeek, Belgium.
RP Estrella-Ramon, A (reprint author), Univ Almeria, Ctra Sacramento S-N, Almeria 04120, Spain.
EM aer510@ual.es; msanchez@ual.es; gilbert.swinnen@uhasselt.be;
   koen.vanhoof@uhasselt.be
RI Vanhoof, Koen/Q-5914-2017; Estrella-Ramon, Antonia/P-9055-2016;
   Sanchez-Perez, Manuel/D-5391-2009
OI Vanhoof, Koen/0000-0001-7084-4223; Estrella-Ramon,
   Antonia/0000-0003-2487-6202; Sanchez-Perez, Manuel/0000-0003-3709-3389
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NR 57
TC 1
Z9 1
U1 0
U2 22
PU VILNIUS GEDIMINAS TECH UNIV
PI VILNIUS
PA SAULETEKIO AL 11, VILNIUS, LT-10223, LITHUANIA
SN 1611-1699
EI 2029-4433
J9 J BUS ECON MANAG
JI J. Bus. Econ. Manag.
PY 2016
VL 17
IS 4
BP 580
EP 597
DI 10.3846/16111699.2014.970571
PG 18
WC Business; Economics
SC Business & Economics
GA DR9RP
UT WOS:000380234100006
OA Bronze, Other Gold
DA 2020-02-20
ER

PT J
AU Rahman, S
   Haski-Leventhal, D
   Pournader, M
AF Rahman, Shafiqur
   Haski-Leventhal, Debbie
   Pournader, Mehrdokht
TI The effect of employee CSR attitudes on job satisfaction and
   organizational commitment: evidence from the Bangladeshi banking
   industry
SO SOCIAL RESPONSIBILITY JOURNAL
LA English
DT Article
DE Job satisfaction; Structural equation modelling; Organizational
   commitment; Corporate social responsibility; Employee CSR attitudes
ID CORPORATE SOCIAL-RESPONSIBILITY; NORMATIVE COMMITMENT; IDENTITY THEORY;
   ANTECEDENTS; ETHICS; CITIZENSHIP; CONTINUANCE; COUNTRY; JUSTICE;
   IDENTIFICATION
AB Purpose - This paper aims to investigate the relations between employee corporate social responsibility (CSR) attitudes on job satisfaction (JS) and organizational commitment (OC) in the context of Bangladeshi banks in the developing world. Specifically, it examines the relationship of CSR attitudes with the three diverse aspects of OC: affective OC, normative OC and continuance OC.
   Design/methodology/approach - Comparisons are made via survey data obtained from 502 employees of two banks in Bangladesh using structural equation modeling analysis. The research instrument in four sections illustrates the most common measures in the literature used to evaluate the constructs and their interrelations according to the proposed conceptual model of the study.
   Findings - The outcomes of the study reveal that there is a positive relationship between employee CSR attitudes, and both JS and OC. In addition to establishing a relationship between CSR attitudes and "Affective OC", this study also found a relationship with "Normative OC", which is less common in the existing literature.
   Research limitations/implications - The limitations of the study mostly revolve around sample and social desirability. To further test the generalizability and cross-sectional validity of the outcomes, it is suggested that the proposed framework be tested in several other industrial/service sectors of developing countries.
   Practical implications - The findings of the present research encourage companies in the developing world to adopt CSR practices to increase rates of JS and OC.
   Originality/value - The study contributes to the literature on CSR and positive workplace outcomes, specifically in the developing world context. Additionally, and unlike past research, the results show the significant effect of employee CSR attitudes on both affective OC and normative OC.
C1 [Rahman, Shafiqur; Haski-Leventhal, Debbie; Pournader, Mehrdokht] Macquarie Univ, Macquarie Grad Sch Management, N Ryde, NSW, Australia.
RP Haski-Leventhal, D (reprint author), Macquarie Univ, Macquarie Grad Sch Management, N Ryde, NSW, Australia.
EM Debbie.Haski-Leventhal@mgsm.edu.au
RI Pournader, Mehrdokht/0000-0002-6935-4320
OI Pournader, Mehrdokht/0000-0002-6935-4320; Haski-Leventhal,
   Debbie/0000-0002-1200-598X
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NR 116
TC 7
Z9 7
U1 3
U2 27
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1747-1117
EI 1758-857X
J9 SOC RESPONSIB J
JI Soc. Responsib. J.
PY 2016
VL 12
IS 2
BP 228
EP 246
DI 10.1108/SRJ-10-2014-0139
PG 19
WC Management
SC Business & Economics
GA DR3YM
UT WOS:000379838600002
DA 2020-02-20
ER

PT J
AU Afandi, E
   Habibov, N
AF Afandi, Elvin
   Habibov, Nazim
TI Social trust and use of banking services across households in 28
   transitional countries
SO INTERNATIONAL JOURNAL OF SOCIAL ECONOMICS
LA English
DT Article
DE Development; Developing countries; Social economy; Social trust; Use of
   banking services; Transitional countries
AB Purpose - The purpose of this paper is to use survey data from a sample of 29,000 households from 28 transitional countries and Turkey to address two main questions: first, is there any effect of social trust on the use of banking services; and second, what are the household-level and country-specific determinants of using banking services in transitional countries.
   Design/methodology/approach - The authors use binary probit models, instrumental variables methods and various econometric specifications to test the hypothesis.
   Findings - The authors found that the higher level of trust in people predicts a greater level in use of banking services by households regardless of the model specifications and econometric adjustments employed. This association appears to be more prominent among less educated respondents and in countries with low levels of legal enforcement. The results also suggest that location, income and wealth of households, along with country income level, legal enforcement and inflation rates strongly affect the decisions made by households regarding their use of banking services. In contrast, the authors found either a very small or non-significant impact with regard to bank ownership structure on the use of banking services across households.
   Originality/value - To the best of the knowledge this is the first study which specifically focusses on social trust and the usage of formal banking services across a large set of transitional countries.
C1 [Afandi, Elvin] Islamic Corp Dev Private Sect, Islamic Dev Bank Grp, Jeddah, Saudi Arabia.
   [Habibov, Nazim] Univ Windsor, Sch Social Work, Windsor, ON N9B 3P4, Canada.
RP Afandi, E (reprint author), Islamic Corp Dev Private Sect, Islamic Dev Bank Grp, Jeddah, Saudi Arabia.
EM e.afandi@yahoo.com
OI Habibov, Nazim/0000-0003-3862-4348
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NR 24
TC 1
Z9 1
U1 2
U2 3
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0306-8293
EI 1758-6712
J9 INT J SOC ECON
JI Int. J. Soc. Econ.
PY 2016
VL 43
IS 4
BP 431
EP 443
DI 10.1108/IJSE-10-2014-0204
PG 13
WC Economics
SC Business & Economics
GA DM1SJ
UT WOS:000376126200006
DA 2020-02-20
ER

PT J
AU Claro, DP
   Rosa, RB
AF Claro, Danny P.
   Rosa, Ramon B.
TI Drivers leading firm adoption of internet banking services
SO MARKETING INTELLIGENCE & PLANNING
LA English
DT Article
DE B2B relationship; Firm technology adoption; Internet banking service;
   Relationship automation
ID USER ACCEPTANCE; ORGANIZATIONAL SIZE; PRODUCT DIFFUSION; TECHNOLOGY;
   INNOVATION; DETERMINANTS; CHANNELS; MODEL; DYNAMICS; GROWTH
AB Purpose - The purpose of this paper is to identify factors influencing firm adoption of internet banking services (IBS). While previous literature has primarily focussed on the individual consumers' adoption, the authors aim to shed light on the adoption of online banking by firms. The authors investigate the propensity and speed of IBS adoption and offer recommendations to providers of IBS and firm users.
   Design/methodology/approach - To attain the above purpose a conceptual model was based on research about IBS adoption in the firm context that derives primarily from technology acceptance model and diffusion of innovation. The authors use data from 5,002 firms located in 239 counties, encompassing 52.1 percent of firms users of IBS of a financial service provider and 47.9 percent of non-user firms. All sampled firms received an offer to adopt IBS from the financial service provider. Such unique data set was analyzed using logistic regression to assess propensity and a survival analysis model to assess IBS adoption speed.
   Findings - Results revealed that firms, with high propensity to adopt IBS, operate with a diverse management board, are large and young, and compete with a large number of firm users. The survival model showed that the diverse composition of management board also speeds up IBS adoption.
   Practical implications - Several implications are drawn from the findings. For instance, managers in firms adopting IBS should invest in recruiting and retaining a diverse set of board members (e. g. internal and external with full decision power), which allows for thorough assessment of pros and cons of any relevant decision to be made. The authors also highlight implications for managers in financial service providers (e. g. bank) that offer IBS to automate the relationship with customer firms. Managers should consider the study as a template for the selection criteria of firms that are likely to accept the IBS offer.
   Originality/value - This is one of few empirical studies to investigate the adoption of IBS in a firm context. Previous studies focussed on the individual consumer adoption of IBS. The authors show that adopting diverse set of board management, growing in size, young firms and facing the competitive environment positively influence firm's propensity to adopt IBS. The authors also analyze the time spent by firms from the IBS offering to the adoption, which shows that management decision context play a key role in adoption speed. The research contributions add to the scarce ongoing discussion about firm's adoption of IBS.
C1 [Claro, Danny P.; Rosa, Ramon B.] Insper Educ & Res Inst, Sao Paulo, Brazil.
RP Claro, DP (reprint author), Insper Educ & Res Inst, Sao Paulo, Brazil.
EM danny@insper.edu.br
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NR 64
TC 1
Z9 1
U1 1
U2 26
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0263-4503
EI 1758-8049
J9 MARK INTELL PLAN
JI Mark. Intell. Plan.
PY 2016
VL 34
IS 3
BP 336
EP 354
DI 10.1108/MIP-11-2015-0226
PG 19
WC Business
SC Business & Economics
GA DM2TS
UT WOS:000376201200003
DA 2020-02-20
ER

PT J
AU Del Giudice, M
   Campanella, F
   Dezi, L
AF Del Giudice, Manlio
   Campanella, Francesco
   Dezi, Luca
TI The bank of things An empirical investigation on the profitability of
   the financial services of the future
SO BUSINESS PROCESS MANAGEMENT JOURNAL
LA English
DT Article
DE Profitability; Internet of things; Financial services; Bank of things;
   Classification and regression tree; Return on equity
ID NETWORKS; CLASSIFICATION; REGRESSION; EXCHANGE; INTERNET
AB Purpose - The purpose of this paper is to study the existing relationship between the products offered by the banks of things and the relative return on equity (ROE). This can be used to highlight the benefit of carrying out investments to transform traditional banks into banks of things.
   Design/methodology/approach - The sample used in this empirical research contained 3,692 banks that, in 2013, were located in 28 European countries. To determine whether the Internet of Things (IoT) has an effect on the banks' profitability, the authors employed the classification analysis method (classification and regression tree).
   Findings - The empirical analysis shows that a high ROE for banks is expressed by the following features: first, banks offer IoT retail services to customers; second, banks offer IoT corporate services to customers; third, banks offer customers a large number of home banking services; and finally, banks offer customers a large number of traditional investment services.
   Research limitations/implications - The survey covers a sample of European banks. It would be necessary to extend the sample to other geographical areas. It would be possible to generalize the results.
   Originality/value - Scientific research on the implications of the "Bank of things" are still few and fragmented.
C1 [Del Giudice, Manlio] Paris Sch Business, Paris, France.
   [Campanella, Francesco] Univ Naples 2, Dept Econ, Capua, Italy.
   [Dezi, Luca] Univ Naples Parthenope, Dept Business & Quantitat Studies, Naples, Italy.
RP Del Giudice, M (reprint author), Paris Sch Business, Paris, France.
EM manlio.delgiudice@gmx.us
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NR 31
TC 12
Z9 12
U1 0
U2 16
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1463-7154
EI 1758-4116
J9 BUS PROCESS MANAG J
JI Bus. Process. Manag. J.
PY 2016
VL 22
IS 2
BP 324
EP 340
DI 10.1108/BPMJ-10-2015-0139
PG 17
WC Business; Management
SC Business & Economics
GA DJ3WK
UT WOS:000374137200006
DA 2020-02-20
ER

PT J
AU Belas, J
   Gabcova, L
AF Belas, Jaroslav
   Gabcova, Lenka
TI THE RELATIONSHIP AMONG CUSTOMER SATISFACTION, LOYALTY AND FINANCIAL
   PERFORMANCE OF COMMERCIAL BANKS
SO E & M EKONOMIE A MANAGEMENT
LA English
DT Article
DE Commercial banks; customer satisfaction; customer satisfaction
   determinants; customer loyalty; cross-selling; banks additional income
ID SERVICE QUALITY; SOCIAL-RESPONSIBILITY; DETERMINANTS
AB In the current banking sector, characterized by an increasing competition, efficient management of selling additional products and services to existing satisfied customers represents a significant opportunity to improve the financial performance of a commercial bank. To sum up, the conclusion of the up to date literature is an idea that customer satisfaction leads to customer loyalty and loyalty leads to willingness to purchase additional products. However, there are practically no papers quantifying the influence of loyalty on additional products purchases. The aim of this paper is to create a model among customer satisfaction, loyalty and financial performance of commercial banks in the Czech Republic. It is based on our original research realized as a survey with a total of 459 respondents that have been reached. The created model has proven that product quality, recognition of customers' financial needs and acceptance of prices by a customer have an impact on customer satisfaction, which then influences customer loyalty and this in return influences additional purchases potential of a customer. The regression model of relation between customer satisfaction and loyalty of bank customer has this form: CL = 0.01163 + 0.9191 x CS, where: CL customer loyalty, CS customer satisfaction. The regression model of relation between customer loyalty and additional purchases: APP = -0.05667 + 0.5848 x CL, where: APP additional purchases potential, CL customer loyalty. At the end, the paper is dedicated to a model example showing that if a commercial bank is able to increase the number of satisfied customers by 10,000, it can obtain additional yearly income of EUR 9.6 million.
C1 [Belas, Jaroslav; Gabcova, Lenka] Thomas Bata Univ, Fac Econ & Management, Dept Enterprise Econ, Zlin, Czech Republic.
RP Belas, J; Gabcova, L (reprint author), Thomas Bata Univ, Fac Econ & Management, Dept Enterprise Econ, Zlin, Czech Republic.
EM belas111@gmail.com; l.gabcova@gmail.com
FU Internal Grant Agency of FaME TBU: Optimization of parameters of the
   financial performance of the commercial bank [005/IGA/FaME/2014]
FX Authors are thankful to the Internal Grant Agency of FaME TBU No.
   005/IGA/FaME/2014: Optimization of parameters of the financial
   performance of the commercial bank, for financial support to carry out
   this research.
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NR 42
TC 13
Z9 14
U1 0
U2 34
PU TECHNICAL UNIV LIBEREC
PI LIBEREC 1
PA FAC ECONOMICS, STUDENTSKA 2, IC 46747885, LIBEREC 1, 461 17, CZECH
   REPUBLIC
SN 1212-3609
EI 2336-5064
J9 E M EKON MANAG
JI E M Ekon. Manag.
PY 2016
VL 19
IS 1
BP 132
EP 147
DI 10.15240/tul/001/2016-1-010
PG 16
WC Economics; Management
SC Business & Economics
GA DI6ZM
UT WOS:000373648900010
OA Bronze, Green Published
DA 2020-02-20
ER

PT J
AU Chaouali, W
   Ben Yahia, I
   Souiden, N
AF Chaouali, Walid
   Ben Yahia, Imene
   Souiden, Nizar
TI The interplay of counter-conformity motivation, social influence, and
   trust in customers' intention to adopt Internet banking services: The
   case of an emerging country
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Internet banking adoption; Counter-conformity motivation; Social
   influence; Trust; Performance expectancy; Effort expectancy
ID TECHNOLOGY ACCEPTANCE MODEL; ONLINE-BANKING; INFORMATION-TECHNOLOGY;
   USER ACCEPTANCE; UNIFIED THEORY; CONSUMER ACCEPTANCE; INTEGRATIVE MODEL;
   RESEARCH AGENDA; INITIAL TRUST; CRITICAL-LOOK
AB The aim of this paper is to shed light on the roles of counter-conformity motivation, social influence, and trust in explaining customers' intention to adopt Internet banking services. Data is collected from 245 respondents and analyzed using SmartPLS 2.0 M3. Results show that the intention to adopt Internet banking is mainly influenced by trust in the Internet banking services, followed by customers' counter conformity motivation and performance expectancy. Social influence and trust in the physical bank, however, have indirect impacts on customers' intention to adopt Internet banking. Effort expectancy has no effect on it. (C) 2015 Elsevier Ltd. All rights reserved.
C1 [Chaouali, Walid] Fac Econ & Management Sfax, BP 289, Bousalem 8170, Tunisia.
   [Ben Yahia, Imene] High Inst Finance & Taxat Sousse, Chedli Kallala St, Sahline 5012, Tunisia.
   [Souiden, Nizar] Univ Laval, Mkt Fac Business Adm, Quebec City, PQ G1V 0A6, Canada.
RP Souiden, N (reprint author), Univ Laval, Mkt Fac Business Adm, Quebec City, PQ G1V 0A6, Canada.
EM chaouali.walid@yahoo.fr; imenebenyahia@yahoo.fr;
   nizar.souiden@fsa.ulaval.ca
OI Chaouali, Walid/0000-0002-4481-8694
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   Yuen YY, 2010, J COMPUT INFORM SYST, V51, P52
   Zhao AL, 2010, INT J BANK MARK, V28, P7, DOI 10.1108/02652321011013562
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NR 122
TC 30
Z9 30
U1 2
U2 33
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD JAN
PY 2016
VL 28
BP 209
EP 218
DI 10.1016/j.jretconser.2015.10.007
PG 10
WC Business
SC Business & Economics
GA DE6OM
UT WOS:000370753500022
DA 2020-02-20
ER

PT J
AU Li, HH
   Hsieh, MY
   Chang, WL
AF Li, Hung-Hui
   Hsieh, Min-Yu
   Chang, William Li
TI Lucky names: Superstitious beliefs in Chinese corporate branding
   strategy for bank marketing
SO NORTH AMERICAN JOURNAL OF ECONOMICS AND FINANCE
LA English
DT Article
DE Bank marketing; Supernatural beliefs; Corporate branding; Chinese brand
   name; Lucky name; Total stroke number
ID DECISION-MAKING; IDENTITY; BUSINESS; ASIA
AB Of all the Chinese supernatural beliefs, name-giving, whether applied to a person or a product, is extremely important, and is often considered to be closely related to fate. To this respect, this study examined the relationship between branding practices and supernatural beliefs in Chinese corporate branding strategy for bank marketing. Analytical results demonstrated that in over 50% of cases, these brand names involved a lucky number of total strokes. Finally, we suggest that the lucky-stroke-number naming strategy can be used as a tool in Chinese brand naming. Especially marketers can achieve more effective corporate branding in the Chinese business world. (C) 2015 Elsevier Inc. All rights reserved.
C1 [Li, Hung-Hui; Hsieh, Min-Yu] Yuan Ze Univ, Coll Management, 135 Yuan Tung Rd, Taoyuan 320, Taiwan.
   [Chang, William Li] China Univ of Sci & Technol, Dept Business Adm, 245 Acad Rd,Sec 3, Taipei 11581, Taiwan.
RP Chang, WL (reprint author), China Univ of Sci & Technol, Dept Business Adm, 245 Acad Rd,Sec 3, Taipei 11581, Taiwan.
EM hhlee@saturn.yzu.edu.tw; rich@rwimc.com; iamwill@cc.cust.edu.tw
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NR 44
TC 4
Z9 4
U1 0
U2 19
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 360 PARK AVE SOUTH, NEW YORK, NY 10010-1710 USA
SN 1062-9408
EI 1879-0860
J9 N AM J ECON FINANC
JI N. Am. Econ. Financ.
PD JAN
PY 2016
VL 35
BP 226
EP 233
DI 10.1016/j.najef.2015.10.011
PG 8
WC Business, Finance; Economics
SC Business & Economics
GA DB8EP
UT WOS:000368750200014
DA 2020-02-20
ER

PT J
AU Al-Zyoud, MF
AF Al-Zyoud, Mohammad Fahmi
TI Determinants of emotional regulation among marketing staff in the
   Jordanian banking sector
SO BUSINESS AND ECONOMIC HORIZONS
LA English
DT Article
DE Marketing; sales; emotional regulation; cognitive flexibility;
   mindfulness; response inhibition; Jordan; banking sector
AB This study empirically verifies the determinants of emotional regulation as observed among marketing staff in the Jordanian banking sector. In particular, it examines the relationship between participants' cognitive flexibility capabilities, their levels of response inhibition and their levels of mindfulness on the degree of emotional regulation they exhibited. Data was collected from a sample of 120 respondents who were administered four standardized survey questionnaires. Multiple linear regression was used to analyze the data, and results show no significant relationship between cognitive flexibility, inhibition levels, and a combination of both factors on emotional regulation. However, it found that mindfulness had a low but significant and positive relationship with emotional regulation.
C1 [Al-Zyoud, Mohammad Fahmi] Al Ahliyya Amman Univ, Dept Mkt, Amman, Jordan.
RP Al-Zyoud, MF (reprint author), Al Ahliyya Amman Univ, Amman 19328, Jordan.
OI Al-Zyoud, Mohammad Fahmi/0000-0003-2464-8162
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NR 23
TC 0
Z9 0
U1 0
U2 0
PU PRAGUE DEVELOPMENT CENTER SRO
PI 3 PRAGUE
PA PROKOPOVA 148-15, ZIZKOV, 3 PRAGUE, 130 00, CZECH REPUBLIC
SN 1804-1205
EI 1804-5006
J9 BUS ECON HORIZ
JI Bus. Econ. Horiz.
PY 2016
VL 12
IS 4
BP 186
EP 198
DI 10.15208/beh.2016.15
PG 13
WC Economics
SC Business & Economics
GA VF0KK
UT WOS:000441762900004
OA Green Published
DA 2020-02-20
ER

PT J
AU Kotarba, M
AF Kotarba, Marcin
TI NEW FACTORS INDUCING CHANGES IN THE RETAIL BANKING CUSTOMER RELATIONSHIP
   MANAGEMENT (CRM) AND THEIR EXPLORATION BY THE FINTECH INDUSTRY
SO FOUNDATIONS OF MANAGEMENT
LA English
DT Article
DE customer relationship management; omni-channel; financial institution
   strategy; FinTech; banking regulation; retail banking; client behavior;
   technological progress; process management; customer journey; social
   empowerment
AB Growing levels of regulation force financial institutions to change their business models toward lower risk levels, higher capital adequacy, service quality, and more stable revenue pools. In parallel with the regulatory changes, the banks are subject to pressure from accelerated technology development and social changes. These two factors influence the behavior of customers and induce changes in the customer relationship management (CRM). Taking the example of retail banking, the factors and their impacts are explained. Additionally, a view on the FinTech industry is presented, highlighting areas where traditional financial institutions are losing market share to technology-savvy and socially oriented new ventures with exceptional CRM capabilities. The conclusion contains proposed strategic actions that need to be undertaken in order to prepare the financial services industry for managing customer relationships in the increasingly technosocial environment.
C1 [Kotarba, Marcin] Warsaw Univ Technol, Fac Management, Warsaw, Poland.
RP Kotarba, M (reprint author), Warsaw Univ Technol, Fac Management, Warsaw, Poland.
EM marcin@kotarba.pl
OI Kotarba, Marcin/0000-0002-8950-9537
CR Bank for International Settlements, 2015, BAS COMM PUBL TYP
   Ernst&Young, 2014, CENTR UW DOSW KLIENT
   European Central Bank, 2016, ECB BANK SUP SSM PRI
   European Commission, 2015, INV SERV REG MARK MI
   European Commission, 2015, DIR PAYM SERV PSD
   European Securities and Markets Authority, 2015, ESMA POL RUL
   Forrester Research, 2015, STAT DIG BUS 2014
   Goldman Sachs Global Investment Research, 2014, TECHN DRIV INN WHAT
   Internet Live Stats, 2016, TOT NUMB WEBS
   KPMG and H2 Ventures, 2015, LEAD GLOB FINT INN 2
   Kumar A., 2006, EXPANDING BANK OUTRE
   Rosingh W., 2001, WHY BANKS TELECOMS M
   Venture Scanner, 2016, FINT Q1 UPD
NR 13
TC 4
Z9 4
U1 6
U2 10
PU DE GRUYTER POLAND SP ZOO
PI WARSAW
PA BOGUMILA ZUGA 32A STR., 01-811 WARSAW, POLAND
SN 2080-7279
EI 2300-5661
J9 FOUND MANAGE
JI Found. Manag.
PD JAN
PY 2016
VL 8
IS 1
BP 69
EP 78
DI 10.1515/fman-2016-0006
PG 10
WC Management
SC Business & Economics
GA VH8TV
UT WOS:000457066800007
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Martovoy, A
   Mention, AL
AF Martovoy, Andrey
   Mention, Anne-Laure
TI Patterns of new service development processes in banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Banks; Pattern; Co-operation; Open innovation; Financial innovations;
   New service development process
ID PRODUCT INNOVATION
AB Purpose - The purpose of this paper is to map the existing patterns in the development of services innovations in financial institutions.
   Design/methodology/approach - The data come from a dedicated survey of banks located in Luxembourg. Executives and innovation managers reported on banks' innovation processes for the period of 2010-2012.
   Findings - The study unveils four patterns of new service development (NSD) processes. The problem-driven pattern starts with problem definition and represents a bank's response to an issue. The proactivity-driven pattern commences with idea generation to explore a variety of alternatives. The market-driven pattern emphasises a profit rationale and starts with a business analysis. The strategy-driven pattern frames idea generation within the scope of business goals and starts with the development of a service concept. Most banks keep a balance between being open and closed to cooperation with external partners in the innovation process. Service concept development is the stage most open to the cooperation for innovation, while introduction to a market is the opposite.
   Research limitations/implications - The national context and small sample size are the limitations of this study. Promising research avenues include the extension of findings to other settings and understanding of the effects of NSD patterns.
   Practical implications - Banks adopt different approaches to the innovation process in order to pursue their innovation goals. Practitioners may use this knowledge in order to re-think the way they innovate.
   Originality/value - The unveiled mapping of NSD processes contributes to the understanding of the innovation in financial services. The findings will be valuable for innovation managers, scholars, and students.
C1 [Martovoy, Andrey; Mention, Anne-Laure] Luxembourg Inst Sci & Technol, IT Innovat Serv, Luxembourg, Luxembourg.
RP Martovoy, A (reprint author), Luxembourg Inst Sci & Technol, IT Innovat Serv, Luxembourg, Luxembourg.
EM andrey.martovoy@list.lu
OI Mention, Anne-Laure/0000-0001-9558-8799
CR [Anonymous], 2004, EUR MANAG J
   Lovelock C., 2011, SERVICES MARKETING P
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   Menor LJ, 2008, PROD OPER MANAG, V17, P267, DOI 10.3401/poms.1080.0034
   Mention AL, 2012, INT J INNOV MANAG, V16, DOI 10.1142/S136391961240004X
   Nejad MG, 2012, J FINANC SERV MARK, V17, P120, DOI 10.1057/fsm.2012.12
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   Rowley J, 2011, MANAGE DECIS, V49, P73, DOI 10.1108/00251741111094446
   Scheuing E. E., 1989, J SERV MARK, V3, P25, DOI DOI 10.1108/EUM0000000002484
   Thomke S, 2003, HARVARD BUS REV, V81, P70
   Toivonen M, 2009, SERV IND J, V29, P887, DOI 10.1080/02642060902749492
   Tufano P, 2003, HANDB ECON, V21, P307
   Van de Ven Andrew H., 1995, ORG CHANGE REDESIGN, P269
   Vermeulen P, 2002, SERV IND J, V22, P77, DOI 10.1080/714005088
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   Z/ Yen Group, 2014, GLOB FIN CTR IND 15
NR 18
TC 4
Z9 4
U1 0
U2 14
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 1
BP 62
EP 77
DI 10.1108/IJBM-11-2014-0159
PG 16
WC Business
SC Business & Economics
GA DW9IL
UT WOS:000383971200004
DA 2020-02-20
ER

PT J
AU Saleem, MA
   Zahra, S
   Ahmad, R
   Ismail, H
AF Saleem, Muhammad Abid
   Zahra, Sadaf
   Ahmad, Rashid
   Ismail, Hina
TI Predictors of customer loyalty in the Pakistani banking industry: a
   moderated-mediation study
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Service quality; Marketing intelligence; Customer satisfaction; Services
   marketing; Customer loyalty; SEM analysis
ID MARKET ORIENTATION; EMOTIONAL CONTAGION; SERVICE QUALITY; SATISFACTION;
   PERFORMANCE; ANTECEDENTS; COMMITMENT; VARIABLES; MODELS; SMILE
AB Purpose - The purpose of this paper is to develop an original framework to explore the effects of social influence (SI), market orientation (MO) and service quality (SQ) with moderating effect of emotional intelligence (EI) on customer loyalty (CL) and to discuss the mediational role of customer satisfaction.
   Design/methodology/approach - This study applies six original concepts - SI, MO, SQ, EI, customer satisfaction to develop an integral model to enhance CL. In addition, this research employs an empirical study by means of the questionnaire survey method to verify the hypotheses and to explore its managerial implications. Structural equation modeling has been applied to verify the research framework.
   Findings - The empirical results show that MO, SI and SQ significantly affect CL with presence of customer satisfaction as a mediator. Furthermore, this study demonstrates that the direct relationships between MO and SI on CL are not supported. However indirect paths present full mediation except in case of SQ where mediation was partial. Moreover, EI was found to enhance the partially mediated relationship between SQ and CL with mediational role customer satisfaction. Hence, banks should invest resources to increase MO, SI and SQ to increase customer satisfaction and CL.
   Originality/value - This study summarizes the literature on customer satisfaction and relationship marketing into a new managerial framework of CL. It utilizes new arrangement of four construct - SI, MO, and SQ with EI - to develop an original framework to enhance CL. Although past research has highlighted the relevant issues about CL, none explores it with MO and moderating role of EI on SQ. Therefore, this paper develops the research framework of CL to fill the research gap specifically in Pakistani context.
C1 [Saleem, Muhammad Abid; Zahra, Sadaf; Ismail, Hina] Natl Univ Modern Languages, Fac Management Sci, Multan, Pakistan.
   [Ahmad, Rashid] Natl Univ Modern Languages, Fac Econ, Multan, Pakistan.
RP Saleem, MA (reprint author), Natl Univ Modern Languages, Fac Management Sci, Multan, Pakistan.
EM abid_saleem5@yahoo.com
RI Saleem, Muhammad Abid/J-4481-2019
OI Saleem, Muhammad Abid/0000-0003-4575-2110
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NR 91
TC 6
Z9 6
U1 1
U2 15
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 3
BP 411
EP 430
DI 10.1108/IJBM-12-2014-0172
PG 20
WC Business
SC Business & Economics
GA DW9IR
UT WOS:000383971900008
DA 2020-02-20
ER

PT J
AU Pinar, M
   Girard, T
   Trapp, P
   Eser, Z
AF Pinar, Musa
   Girard, Tulay
   Trapp, Paul
   Eser, Zeliha
TI Services branding triangle Examining the triadic service brand promises
   for creating a strong brand in banking industry
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Perceptions; Relationship marketing; Brand management; Brand image;
   Services marketing; Service failures
ID EQUITY; QUALITY; SCALE
AB Purpose - The purpose of this paper is to examine customer, management, and contact personnel perceptions of consumer-based brand equity (CBBE) and its dimensions utilizing a services branding triangle framework in the banking industry.
   Design/methodology/approach - Data were collected from customers, managers, and contact personnel of three types of banks in Turkey - state, private, and foreign.
   Findings - The study finds significant external branding gaps between the perceptions of managers and customers and interactive branding gaps between the perceptions of contact personnel and customers, but no internal branding gaps between the perceptions of managers and contact personnel with respect to CBBE dimensions.
   Research limitations/implications - The sample was limited to Turkish adult citizens of a single major metropolitan area in Turkey and bank personnel in three cities.
   Originality/value - The services branding triangle framework used in this study allows service brand managers to understand not only the differences in the perceptions of brand equity dimensions of bank customers, managers, and contact personnel, but also provides an opportunity to identify the external, internal, and interactive branding gaps of each of the brand equity dimensions. The findings provide an empirical test for the three promises theory and identifying potential branding gaps resulting from differences between consumer, management, and contact personnel perceptions of CBBE and its dimensions. The paper discusses the implications of the findings in developing a strong services brand and brand equity.
C1 [Pinar, Musa; Trapp, Paul] Valparaiso Univ, Coll Business, Valparaiso, IN 46383 USA.
   [Girard, Tulay] Penn State Altoona, Dept Mkt, Altoona, PA 16601 USA.
   [Eser, Zeliha] Baskent Univ, Dept Mkt, Ankara, Turkey.
RP Girard, T (reprint author), Penn State Altoona, Dept Mkt, Altoona, PA 16601 USA.
EM tug1@psu.edu
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NR 66
TC 5
Z9 5
U1 2
U2 5
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 4
BP 529
EP 549
DI 10.1108/IJBM-04-2015-0043
PG 21
WC Business
SC Business & Economics
GA DW9IT
UT WOS:000383972100005
DA 2020-02-20
ER

PT J
AU Bailey, AA
   Albassami, F
   Al-Meshal, S
AF Bailey, Ainsworth Anthony
   Albassami, Faisal
   Al-Meshal, Soad
TI The roles of employee job satisfaction and organizational commitment in
   the internal marketing-employee bank identification relationship
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Employee commitment; Internal marketing; Job satisfaction; Employee
   identification
ID ORIENTATION; ANTECEDENTS; CONSEQUENCES; CONCEPTUALIZATION; BEHAVIORS;
   COMPANY; SUPPORT; CONTEXT; SECTOR; MODEL
AB Purpose - The purpose of this paper is to assess the impact of a global measure of internal marketing on bank employee job satisfaction and employee commitment to the bank. In addition, the authors assessed the subsequent impact of job satisfaction and employee commitment on employee-bank identification. The dual mediating role of job satisfaction and employee commitment in the internal marketing- employee bank identification relationship was also explored.
   Design/methodology/approach - Using self-administered questionnaires, the authors collected data from a convenience sample of Saudi Arabian bank employees attending training at the Institute of Banking, Saudi Arabia. Structural equation modeling was used to assess the predicted structural relationships.
   Findings - Internal marketing has highly significant positive effects on job satisfaction and employee commitment to the bank. These in turn influence employee bank identification. Internal marketing also impacts employee bank identification indirectly through its impact on both job satisfaction and employee commitment.
   Practical implications - Bank management needs to take a holistic approach to internal marketing and ensure that they create an environment where employers will be satisfied and committed to the point that they will feel proud to be associated with the organization.
   Originality/value - The study uses a global measure and provides evidence of the dual mediating effects of job satisfaction and employee commitment to the bank in the internal marketing- employee bank identification relationship. This evidence is unearthed in the Saudi Arabian banking sector, characterized by conventional and Islamic banks.
C1 [Bailey, Ainsworth Anthony] Univ Toledo, Dept Mkt & Int Business, 2801 W Bancroft St, Toledo, OH 43606 USA.
   [Albassami, Faisal; Al-Meshal, Soad] King Saud Univ, Riyadh, Saudi Arabia.
RP Bailey, AA (reprint author), Univ Toledo, Dept Mkt & Int Business, 2801 W Bancroft St, Toledo, OH 43606 USA.
EM ainsworth.bailey@utoledo.edu
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NR 61
TC 11
Z9 11
U1 3
U2 23
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 6
BP 821
EP 840
DI 10.1108/IJBM-06-2015-0097
PG 20
WC Business
SC Business & Economics
GA DZ7GD
UT WOS:000386032000002
DA 2020-02-20
ER

PT J
AU Dauda, SY
   Lee, J
AF Dauda, Samson Yusuf
   Lee, Jongsu
TI Quality of service and customer satisfaction: a conjoint analysis for
   the Nigerian bank customers
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Service quality; Conjoint analysis; Willingness to pay; Customers'
   satisfaction; Discrete choice; Random coefficient
ID MULTIPLE-ITEM SCALE; PERFORMANCE-EVALUATION; CONSUMER PERCEPTIONS;
   HIERARCHICAL MODEL; INTERNET ACCESS; ONLINE BANKING; DIMENSIONS;
   DETERMINANTS; EXPECTATIONS; VALIDATION
AB Purpose - The purpose of this paper is to evaluate the perceptions of Nigerian banking customers regarding customers' evaluation of their banks service quality based on their banks actual performance on current banking service delivery.
   Design/methodology/approach - A survey has been used to collect primary data and 1,245 usable questionnaires were used in the analysis. A conjoint analysis with stated preference data were used to construct the consumers' behavior, while discrete choice method was employed to evaluate the preferences. More information was obtained by in cooperating heterogeneity into the model by the random coefficient and the test variance with the primary attributes and social demographics and individual characteristics.
   Findings - Discrete choice analysis shows that bank management should focus on: reduction of transaction errors, transaction cost, waiting time and initial online learning time. This four attributes have strong impact on customer's satisfaction depending on quality performance. Relative to other services the reduction in waiting time and transaction cost are the most important services to the Nigerian banking customers. Other findings of willingness to pay and consumer preference for other attributes reveal more information for improved banking policies.
   Research limitations/implications - The sample only focussed on the urban areas and did not consider rural dwellers. Future research should aim to improve on these by including a variable in the utility set up that captures the distance of the respondent to the main city.
   Practical implications - Nigerian banking customers do not care about a friendly smile as customer care. Rather, they value more on the waiting time and transaction cost showing that convenience and cost dimensions have strong and direct effect on service quality. Other dimensions identified includes, reliability, product portfolio, security and privacy, ease of use, accessibility, and competence and credibility.
   Originality/value - This study has drawn on a sample of 1,245 Nigerian banking customers and evaluating how the survey respondents perceive their respective banks' performance by their evaluation of the current banking service delivery.
C1 [Dauda, Samson Yusuf] Nasarawa State Polytech, Dept Sci & Technol, Lafia, Nigeria.
   [Lee, Jongsu] Seoul Natl Univ, Coll Engn, Seoul, South Korea.
RP Dauda, SY (reprint author), Nasarawa State Polytech, Dept Sci & Technol, Lafia, Nigeria.
EM samsonyusufu@yahoo.com
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NR 124
TC 10
Z9 10
U1 3
U2 20
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 6
BP 841
EP 867
DI 10.1108/IJBM-04-2015-0062
PG 27
WC Business
SC Business & Economics
GA DZ7GD
UT WOS:000386032000003
DA 2020-02-20
ER

PT J
AU Khan, I
   Rahman, Z
   Fatma, M
AF Khan, Imran
   Rahman, Zillur
   Fatma, Mobin
TI The role of customer brand engagement and brand experience in online
   banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Online banking; Brand loyalty; Brand experience; Brand satisfaction;
   Customer-brand engagement
ID SATISFACTION; MANAGEMENT; SCALE; CONSEQUENCES; ANTECEDENTS; VALIDATION;
   CONTEXT; MODELS
AB Purpose - The purpose of this paper is to examine the extent to which the customer-brand engagement influences the brand satisfaction and the brand loyalty in an online banking context. It further explores the role of the online brand experience as a mediating variable amidst the relationship of customer-brand engagement with brand satisfaction and brand loyalty.
   Design/methodology/approach - This study has used 348 responses been collected through an online survey which was conducted among various online bank customers in Delhi, the national capital of India. The responses were analyzed by the means of the confirmatory factor analysis and structural equation modeling.
   Findings - The results of online survey show that customer-brand engagement positively influences online brand experience. The effects of customer-brand engagement on brand satisfaction and brand loyalty are partially mediated by the online brand experience. Mediation of online brand experience produces the stronger effects as compared to those direct effects of the customer-brand engagement on the brand satisfaction and the brand loyalty.
   Practical implications - This study suggests bank managers to develop strategies that could be able to increase the levels of the customer-brand engagement in an online setting because of its scheduled effects on the online brand experiences and the consumer behavioral outcomes.
   Originality/value - This research is the first-of-its-kind that examines the effect of customer-brand engagement on the customers' brand experience, brand satisfaction and brand loyalty in the online banking context.
C1 [Khan, Imran; Rahman, Zillur; Fatma, Mobin] Indian Inst Technol, Dept Management Studies, Roorkee, Uttar Pradesh, India.
RP Khan, I (reprint author), Indian Inst Technol, Dept Management Studies, Roorkee, Uttar Pradesh, India.
EM imrankaifi@gmail.com
RI fatma, mobin/A-1126-2013; Rahman, Zillur/J-9339-2014; Khan,
   Imran/U-7821-2018
OI fatma, mobin/0000-0002-5896-4262; Rahman, Zillur/0000-0003-2785-0200;
   Khan, Imran/0000-0001-6201-262X
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NR 71
TC 21
Z9 22
U1 4
U2 42
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2016
VL 34
IS 7
BP 1025
EP 1041
DI 10.1108/IJBM-07-2015-0110
PG 17
WC Business
SC Business & Economics
GA DZ7GN
UT WOS:000386033000004
DA 2020-02-20
ER

PT J
AU Hardianto, DS
   Wulandari, P
AF Hardianto, Dimas Satria
   Wulandari, Permata
TI Islamic bank vs conventional bank: intermediation, fee based service
   activity and efficiency
SO INTERNATIONAL JOURNAL OF ISLAMIC AND MIDDLE EASTERN FINANCE AND
   MANAGEMENT
LA English
DT Article
DE Efficiency; Islamic banks; Conventional banks; Fee-based income;
   Intermediation; Stochastic frontier approach
AB Purpose - The aim of this research is to compare the differences of intermediation, fee-based service activity and efficiency of conventional banks vs Islamic banks in Indonesia for the 2011-2013 period. Moreover, this study also includes some control variables to find their effect on the dependent variables.
   Design/methodology/approach - This research uses two methods, namely, stochastic frontier approach and panel data regression.
   Findings - The result indicates that Islamic banks have a higher intermediation ratio, have higher proportion on fee income-to-total operating income and are less efficient. The control variable that has a positively significant effect on intermediation ratio is size; meanwhile, inefficiency and non-loan-earning asset are negatively affecting the intermediation ratio. The control variable that show a positively significant effect on the proportion of fee income-to-total operating income is size; meanwhile, the credit risk variable has no significant effect on the proportion of fee income-to-total operating income. Size and credit risk are the control variables that have a negative relation to efficiency.
   Originality/value - This study has significantly contributed to Indonesian Islamic banking based on which the Islamic banking manager should recognize that the intermediation level, fee-based service activity and efficiency are crucially important in establishing competition and maintaining sustainable Islamic banking.
C1 [Hardianto, Dimas Satria; Wulandari, Permata] Univ Indonesia, Fac Econ & Business, Dept Management, Depok, Indonesia.
RP Wulandari, P (reprint author), Univ Indonesia, Fac Econ & Business, Dept Management, Depok, Indonesia.
EM permata.w@ui.ac.id
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NR 45
TC 6
Z9 6
U1 0
U2 9
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1753-8394
EI 1753-8408
J9 INT J ISLAMIC MIDDLE
JI Int.J. Islamic Middle Eastern Finance Manag.
PY 2016
VL 9
IS 2
BP 296
EP 311
DI 10.1108/IMEFM-01-2015-0003
PG 16
WC Business, Finance; Management
SC Business & Economics
GA EB9VC
UT WOS:000387744200008
DA 2020-02-20
ER

PT J
AU Alalwan, AA
   Dwivedi, YK
   Rana, NP
   Williams, MD
AF Alalwan, Ali Abdallah
   Dwivedi, Yogesh K.
   Rana, Nripendra P.
   Williams, Michael D.
TI Consumer adoption of mobile banking in Jordan Examining the role of
   usefulness, ease of use, perceived risk and self-efficacy
SO JOURNAL OF ENTERPRISE INFORMATION MANAGEMENT
LA English
DT Article
DE Jordan; TAM; Adoption; Behavioural intention; Mobile banking
ID TECHNOLOGY ACCEPTANCE MODEL; INTERNET BANKING; INITIAL TRUST;
   BROAD-BAND; INFORMATION-TECHNOLOGY; ONLINE-BANKING; UNIFIED THEORY;
   PERSPECTIVE; STRATEGIES; INTENTION
AB Purpose - The purpose of this paper is to propose and examine a conceptual model that best explains the key factors influencing Jordanian customers' intention to adopt mobile banking (MB).
   Design/methodology/approach - The proposed conceptual model was based on the Technology Acceptance Model (TAM). This was extended by adding perceived risk and self-efficacy as an external factors. Structural equation modelling (SEM) was conducted to analyse the data collected from the field survey questionnaires administered to a convenience sample of Jordanian banking customers.
   Findings - The results showed that behavioural intention is significantly influenced by perceived usefulness, perceived ease of use, and perceived risk.
   Research limitations/implications - Practical and theoretical implications for both Jordanian banks and researchers in the MB context are also discussed in the concluding section.
   Originality/value - MB-related issues are yet to be examined empirically in the Jordanian context. This submission has attempted to fill this gap by empirically examining some of the important factors influencing the adoption of MB from the Jordanian customers' perspective.
C1 [Alalwan, Ali Abdallah] Al Balqa Appl Univ, Amman Coll Banking & Finance, Amman, Jordan.
   [Dwivedi, Yogesh K.] Swansea Univ, Sch Management, Swansea, W Glam, Wales.
   [Rana, Nripendra P.] Swansea Univ, Sch Business & Econ, Swansea, W Glam, Wales.
   [Williams, Michael D.] Swansea Univ, Swansea Business Sch, Swansea, W Glam, Wales.
RP Dwivedi, YK (reprint author), Swansea Univ, Sch Management, Swansea, W Glam, Wales.
EM y.k.dwivedi@swansea.ac.uk
RI ; Alalwan, Ali/S-1173-2017
OI Rana, Nripendra/0000-0003-1105-8729; Alalwan, Ali/0000-0002-2881-2620
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NR 101
TC 75
Z9 76
U1 18
U2 59
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1741-0398
EI 1758-7409
J9 J ENTERP INF MANAG
JI J. Enterp. Inf. Manag.
PY 2016
VL 29
IS 1
BP 118
EP 139
DI 10.1108/JEIM-04-2015-0035
PG 22
WC Computer Science, Interdisciplinary Applications; Information Science &
   Library Science; Management
SC Computer Science; Information Science & Library Science; Business &
   Economics
GA DJ4DT
UT WOS:000374156300007
DA 2020-02-20
ER

PT J
AU Sunder, MV
   Antony, J
AF Sunder, Vijaya M.
   Antony, Jiju
TI Six-sigma for improving Top-Box Customer Satisfaction score for a
   banking call centre
SO PRODUCTION PLANNING & CONTROL
LA English
DT Article
DE Six Sigma; call centre; process improvement; metrics; case study
ID IMPLEMENTING LEAN SIGMA; PERFORMANCE; FRAMEWORK
AB Six Sigma process improvement methodology has been accepted globally across the service industry. In past one decade, the application and success of Six Sigma in Services is remarkable across Information Technology organisations, Hospitality firms, Government, Healthcare firms and Banking & Financial Sector. The aim of this paper is to explore the role of Six Sigma within call centres where the metric based environment complements the application of Six Sigma for process improvements. The article establishes the literature for the need for Six Sigma in call centre environment elaborating on customer facing metrics in addition to internal performance measures and highlighting the advantages of Six Sigma. A case study is presented in the second part of the article to study the DMAIC project management approach of Six Sigma for improving the Top Box Customer Satisfaction score of a Banking call centre. The literature identifies the possible opportunities for improving the performance of call centre metrics using Six Sigma. The project case study presented as part of the paper delivered a saving of USD 0.27million to the bank, and is a classic example of how Six Sigma can bring bottom-line impact to an organisation. The article is limited to elaborate the advantages of Six Sigma in call centre environment, emphasising on its need and its compatibility to go along successfully with change acceleration and project management processes. Managerial implications and lessons learned are discussed alongside the concluding notes.
C1 [Sunder, Vijaya M.] Lean Six Sigma Master Black Belt, Barclays, India.
   [Antony, Jiju] Heriot Watt Univ, Dept Business Management, Edinburgh, Midlothian, Scotland.
RP Sunder, MV (reprint author), Lean Six Sigma Master Black Belt, Barclays, India.
EM mvijayasunder@gmail.com
RI M, Vijaya Sunder/K-8460-2015
OI M, Vijaya Sunder/0000-0002-7095-7743
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NR 33
TC 25
Z9 25
U1 7
U2 111
PU TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OR14 4RN, OXON, ENGLAND
SN 0953-7287
EI 1366-5871
J9 PROD PLAN CONTROL
JI Prod. Plan. Control
PD DEC 10
PY 2015
VL 26
IS 16
BP 1291
EP 1305
DI 10.1080/09537287.2015.1021879
PG 15
WC Engineering, Industrial; Engineering, Manufacturing; Operations Research
   & Management Science
SC Engineering; Operations Research & Management Science
GA CT5VR
UT WOS:000362879700001
DA 2020-02-20
ER

PT J
AU Bolt, W
   Humphrey, D
AF Bolt, Wilko
   Humphrey, David
TI Assessing bank competition for consumer loans
SO JOURNAL OF BANKING & FINANCE
LA English
DT Article
DE Consumer loans; Bank competition; Frontier analysis
ID MARKET; EFFICIENCY; POWER
AB Based on frontier analysis, we derive inferences of bank consumer loan competition from estimating a revenue-cost 'competition efficiency' (CE) frontier. The competitiveness of the $400 billion U.S. bank consumer loan market is then assessed by comparing results from our frontier CE measure with other competition measures, such as HHI, Lerner Index, and H-Statistic. These measures are weakly related to one another and only half of them identify banks with the highest loan price as also being the least competitive. This is the opposite of what is expected. Using the frontier CE measure, the most and least competitive banks are not located in the most populous states and the largest banks are underrepresented. Overall, the HHI should not be used to indicate competition. (C) 2015 Elsevier B.V. All rights reserved.
C1 [Bolt, Wilko] Nederlandsche Bank, Amsterdam, Netherlands.
   [Humphrey, David] Florida State Univ, Tallahassee, FL 32306 USA.
RP Humphrey, D (reprint author), Florida State Univ, Dept Finance, Tallahassee, FL 32306 USA.
EM dhumphrey@cob.fsu.edu
OI Bolt, Wilko/0000-0002-7225-5622
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NR 47
TC 5
Z9 5
U1 1
U2 19
PU ELSEVIER
PI AMSTERDAM
PA RADARWEG 29, 1043 NX AMSTERDAM, NETHERLANDS
SN 0378-4266
EI 1872-6372
J9 J BANK FINANC
JI J. Bank Financ.
PD DEC
PY 2015
VL 61
BP 127
EP 141
DI 10.1016/j.jbankfin.2015.09.004
PG 15
WC Business, Finance; Economics
SC Business & Economics
GA DE2MY
UT WOS:000370462600010
DA 2020-02-20
ER

PT J
AU Forseth, U
   Royrvik, EA
   Clegg, S
AF Forseth, Ulla
   Royrvik, Emil A.
   Clegg, Stewart
TI Brave new world? The global financial crisis' impact on Scandinavian
   banking's sales rhetoric and practices
SO SCANDINAVIAN JOURNAL OF MANAGEMENT
LA English
DT Article
DE Sales rhetoric and practices; Global financial crisis; Jolt; Reputation;
   Re-orientation
AB The paper explores how the global financial crisis wrought changes in the financial industry, even far from the crisis' epicentre, in sales orientation, rhetoric and practices. We draw on accounts from managers and employees gleaned from a strategic sample of Scandinavian financial institutions. Framing our analysis on the concept of environmental jolts, we identified a shift in accounts in relation to sales as the context changed: from blame games, through the nurturing of conceptual plurivocality, culminating in embellishment. Initially bankers blamed external actors and factors. When they had to confront customer's complaints about mis-selling and critiques from regulatory authorities, a new discourse on "right selling" and changes in sales practices emerged, but the pressure to sell continued. Financial advisors and union representatives were critical to the development and the rhetoric involved. Revolutionary changes were few and far between in a context of piecemeal changes to rebuild image and trust. (C) 2015 Elsevier Ltd. All rights reserved.
C1 [Forseth, Ulla] Norwegian Univ Sci & Technol, Dept Sociol & Polit Sci, N-7491 Trondheim, Norway.
   [Royrvik, Emil A.] SINTEF Technol & Soc, Dept Ind Management, Trondheim, Norway.
   [Clegg, Stewart] Univ Technol Sydney, Ctr Management & Org Studies, Sydney, NSW 2007, Australia.
   [Clegg, Stewart] Nova Sch Business & Econ, Lisbon, Portugal.
RP Forseth, U (reprint author), Norwegian Univ Sci & Technol, Dept Sociol & Polit Sci, N-7491 Trondheim, Norway.
EM ulla.forseth@svt.ntnu.no; emil.royrvik@sintef.no;
   stewart.clegg@uts.edu.au
RI Clegg, Stewart/G-2560-2017
OI Clegg, Stewart/0000-0001-6083-4283
FU Research Council of Norway (RCN)Research Council of Norway [185055/S20];
   Norwegian University of Science and Technology; RCN [109175/330,
   156076/510]
FX We are grateful for support from: The Research Council of Norway (RCN),
   2008-2011 [grant no. 185055/S20], The Norwegian University of Science
   and Technology, and previous funding from the RCN, 1996-2001 [grant no.
   109175/330], 2003-2005 [grant no. 156076/510] and an insurance company,
   2006-2007.
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NR 52
TC 5
Z9 5
U1 0
U2 7
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0956-5221
EI 1873-3387
J9 SCAND J MANAG
JI Scand. J. Manag.
PD DEC
PY 2015
VL 31
IS 4
BP 471
EP 479
DI 10.1016/j.scaman.2015.06.003
PG 9
WC Management
SC Business & Economics
GA CZ0JR
UT WOS:000366791600002
DA 2020-02-20
ER

PT J
AU Preko, A
   Agbanu, KS
AF Preko, Alexander
   Agbanu, Kwami Samuel
TI The Influence of Psychographic Variables on the Theory of Exit, Voice,
   and Loyalty of Customer Complaints Behaviour in Banks
SO JOURNAL OF COMPETITIVENESS
LA English
DT Article
DE Complaints; Behaviour; Attitude; Exit; Voice; Loyalty; Psychographics
   Factors
ID WORD-OF-MOUTH; DISSATISFIED CONSUMERS; SATISFACTION; ATTITUDES; JUSTICE;
   MODEL
AB This paper analyses Customer Complaints Behaviour (CCB) using psychographic factors and the Theory of Exit, Voice and Loyalty. Prior studies on the continent of Africa have explored customer dissatisfaction, service failure, complaints handling and complaint attitudes, but not in association with psychographic factors. This research gap is addressed with a new conceptual understanding that integrates psychographic variables and the Theory of Exit, Voice and Loyalty in a single study. In total, 171 valid questionnaires were gathered from customers of two public banks in Accra chosen randomly, and a convenience sampling method was used for the respondents. This study has revealed that assertiveness, conservatism, attitude towards complaints, sense of justice, service attribute significantly influence the theory of Exit, Voice and Loyalty of CCB. What is more, the findings have also shown that there is a statistical difference between complainers and non-complainers. Complainers are more likely to stay loyal, and are less likely to voice out or leave their bankers. We suggest that banks should not only center CCB strategies towards complainers, but should also take into account non-complainers as they are equally important to businesses.
C1 [Preko, Alexander; Agbanu, Kwami Samuel] Univ Profess Studies Accra, Dept Mkt, Accra, Ghana.
RP Preko, A (reprint author), Univ Profess Studies Accra, Dept Mkt, Accra, Ghana.
EM alexander.preko@upsamail.edu.gh; kwamiagbanu@gmail.com
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NR 67
TC 1
Z9 1
U1 2
U2 2
PU UNIV TOMASE BATI & ZLINE, FAK MANAGEMENTU EKONOMIKY
PI ZLIN
PA NAM T G MASARYKA 5555, ZLIN, 760 01, CZECH REPUBLIC
SN 1804-171X
EI 1804-1728
J9 J COMPETITIVENESS
JI J. Competitiveness
PD DEC
PY 2015
VL 7
IS 4
BP 48
EP 67
DI 10.7441/joc.2015.04.04
PG 20
WC Business; Economics; Management
SC Business & Economics
GA VB6JK
UT WOS:000416540500004
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Adams, K
   Debrah, YA
   Williams, K
   Mmieh, F
AF Adams, Kweku
   Debrah, Yaw A.
   Williams, Karen
   Mmieh, Frederick
TI Why on Earth Should Foreign Banks Invest in Africa's Financial Services
   Sector? Evidence from Financial Multinationals in Ghana
SO THUNDERBIRD INTERNATIONAL BUSINESS REVIEW
LA English
DT Article
ID SUCCESS STORY; INSTITUTIONS; DETERMINANTS; LEGITIMACY
AB While sub-Saharan African countries have been able to attract some degree of resource-seeking foreign direct investment (FDI) due to their abundant natural resources, financial FDI inflows have proved to be elusive for the region, in spite of the widespread financial-sector adjustment programs that offer attractive incentive packages for financial multinational corporations (MNCs). Literature surrounding the determinants of FDI inflows has mainly focused on manufacturing and real production activity. We analyzed the root causes of the weak administrative and institutional framework in Africa's banking industry, using Ghana as a case in point. Focusing on two financial MNCs as case studies, this article validates the significance of a thorough qualitative investigation in evaluating the explanations as to why most foreign banks do not invest in sub-Saharan Africa and why the few that do have relatively insignificant operations. The study also reveals that despite the far-reaching reforms, there are several structural constraints and deficiencies placed on financial MNCs that affect the size of the business they can conduct and their future investment decisions. One of the major issues prior to the financial-sector reforms in Africa was disintegration, and the restructuring was not designed to create an attractive location for foreign capital; hence, the low financial FDI inflows to Ghana in particular and Africa in general. (C) 2015 Wiley Periodicals, Inc.
C1 [Debrah, Yaw A.] Swansea Univ, Human Resource & Int Management, Swansea, W Glam, Wales.
   [Williams, Karen] Swansea Univ, Sch Management, Swansea, W Glam, Wales.
   [Mmieh, Frederick] Brunel Business Sch, Appl Econ & Int Business, London, England.
RP Adams, K (reprint author), Univ Calgary, Haskayne Sch Business, 2500 Univ Dr NW, Calgary, AB T2N 1N4, Canada.
EM Kweku.adams@haskayne.ucalgary.ca
OI Debrah, Yaw A./0000-0002-0831-5803; Adams, Kweku/0000-0002-3737-954X
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NR 47
TC 7
Z9 7
U1 0
U2 5
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1096-4762
EI 1520-6874
J9 THUNDERBIRD INT BUS
JI Thunderbird Int. Bus. Rev.
PD NOV-DEC
PY 2015
VL 57
IS 6
BP 445
EP 462
DI 10.1002/tie.21691
PG 18
WC Business
SC Business & Economics
GA CZ7VV
UT WOS:000367309300004
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Pooja
AF Pooja
TI E-Banking: A Pioneering Service Approach in Commercial Banks in India
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE ECS Credit; ECS Debit; National Electronic Funds Transfer (NEFT) System;
   Cheque Truncation Payment
AB Demand for financial services is changing rapidly and customer behaviour regarding these services is also adapting rapidly. Consequently, with the passing of the traditional banking to electronic banking, new strategies have become necessary in order to attract and retain existing as well new customers. E-banking is the most innovative trend among the customers. The transfer from the traditional banking to e-banking has been a rising amendment in banking dealings. Enlarged competition, the advancement of information & communication technology, and changing business environment etc. are the important concerns that have forced banking services to change. This particular paper tries to explore the role and relevance of e-banking in regard to customer services and as a cost reduction tool for banks in India and the initiative taken by RBI along with progress made by Scheduled Commercial Banks in this regard.
C1 [Pooja] Banaras Hindu Univ, Fac Commerce, Varanasi, Uttar Pradesh, India.
RP Pooja (reprint author), Banaras Hindu Univ, Fac Commerce, Varanasi, Uttar Pradesh, India.
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NR 14
TC 0
Z9 0
U1 0
U2 1
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD OCT
PY 2015
VL 8
IS 4
BP 58
EP 65
PG 8
WC Business
SC Business & Economics
GA V5X0F
UT WOS:000420016000007
DA 2020-02-20
ER

PT J
AU Das, S
   Bora, B
AF Das, Saumendra
   Bora, Balaram
TI Excellence in Service: A Review on Indian Banking Institutions
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Review
DE Service Excellence; Perception; Customer Satisfactions; Banks;
   Intangibles; Success
AB Excellence in service is rare, mediocrity is common. What characterizes excellence from mediocrity is its closeness to the customer, productivity through people. The customer is reign supreme since the present need in corporate sector is to receive outstanding quality of service. The hallmark of excellence is customer service culture. Excellence in service is marketing-oriented, operates with a target set of customers in mind and co-ordinates its efforts to satisfy their demands from the long term belief. Service institutions like banks seek to enhance their image by providing continuous, and signal quality to customers often by using intangibles. Most institution has realized now that a combination of tangible and intangible dimensions could only constitute the service quality strategy for any firm. There are wide disparities in likes, dislikes, lifestyle, and profile of the bank customers, more so, in a large and diverse country like India. One way to make the task less daunting and more manageable could be to divide the bank customers into groups on the basis of similarity in their banking related behaviour and expectations. Managing customer relationships has thus become the new mantra for businesses, especially in the so-called new economy. The present study comprised a sample of 305 customers of the leading nationalized banks in the region, i.e. the State Bank of India above all the Nationalized Banks. The complete survey of customers was carried out in Berhampur, Odisha. As such, the investigator first attempted to study the service quality that a customer expects from an "Excellent" bank. Next, the investigator emphasized on the responses of customer with regards to his/her perception about the quality of service actually experienced in the bank. The data have presented by descriptive statistics i.e. in the tables and the results interpreted though correlation analysis.
C1 [Das, Saumendra; Bora, Balaram] Aditya Inst Technol & Management, Srikakulam, Andhra Pradesh, India.
RP Das, S (reprint author), Aditya Inst Technol & Management, Srikakulam, Andhra Pradesh, India.
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NR 6
TC 0
Z9 0
U1 0
U2 0
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD OCT
PY 2015
VL 8
IS 4
BP 66
EP 75
PG 10
WC Business
SC Business & Economics
GA V5X0F
UT WOS:000420016000008
DA 2020-02-20
ER

PT J
AU Rajput, US
AF Rajput, Uday Singh
TI Customer Perception on E-Banking Service
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE E-banking services; Promotional measures; Customer perception;
   Satisfaction
AB The development and the increasing progress that is being experienced in the Information and Communication Technology have brought about a lot of changes in almost all facets of life. In the Banking Industry, it has been in the form of online banking, which is now replacing the traditional banking practice. The present paper is the outcome of an empirical study conducted with the objective of investigating customer's views regarding e-banking. It covers Customers perception on online banking activities and its impact and promotional measures used by banks to promote online banking.
   This paper therefore, examines, if customers' choice of banks is influenced by the quality of e-banking services provided. Stratified sampling was used; while the survey Instrument was a developed Questionnaire comprising open ended and Likert type of questions. The Likert type questions have a 5 point scale (indicating 1 strongly disagree to 5 strongly agree). secondly personal details and customers' e-banking preference in Gwalior. The instrument contained 23 items and was administered to about 300 respondents, while 285 respondents using regularly online banking services. The statistical techniques used for the analysis were the ANOVAs. The ANOVAs analysis revealed that the relationship with different income group of respondents that the perception about the e-banking services offered by banks. The study revealed that education, gender and income play an important role in usage of online banking. The research corroborated the conceptual framework stating that if skills can be upgraded there will be greater will to use online banking by consumers.
C1 [Rajput, Uday Singh] Shri Ram Inst Informat Technol, Dept Management Studies, Banmore, India.
RP Rajput, US (reprint author), Shri Ram Inst Informat Technol, Dept Management Studies, Banmore, India.
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NR 9
TC 0
Z9 0
U1 0
U2 2
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD OCT
PY 2015
VL 8
IS 4
BP 85
EP 94
PG 10
WC Business
SC Business & Economics
GA V5X0F
UT WOS:000420016000009
DA 2020-02-20
ER

PT J
AU Albassami, FA
   Al-Meshal, SA
   Bailey, AA
AF Albassami, Faisal A.
   Al-Meshal, Soad A.
   Bailey, Ainsworth Anthony
TI An investigation of internal marketing and its effects on employees in
   the banking sector in Saudi Arabia
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE empowerment; employee identification; internal marketing; organizational
   commitment
ID PERCEIVED ORGANIZATIONAL SUPPORT; HUMAN-RESOURCE PRACTICES; CITIZENSHIP
   BEHAVIORS; PROCEDURAL JUSTICE; MEDIATING ROLE; OUTCOMES; SATISFACTION;
   PERCEPTIONS; ORIENTATION; COMMITMENT
AB A survey of the impact of internal marketing on perceptions of organizational commitment to employees and employee identification with their employers was conducted among a convenience sample of Saudi Arabia banking employees. The results indicate that internal marketing impacts perceptions of organizational commitment to employees (PBCMT), and rewards, employee empowerment and PBCMT impact employee identification with the organization (EBID). In addition, PBCMT partially mediates the internal communications - EBID and employee empowerment-EBID relationships, and it fully mediates the training -EBID and rewards-EBID relationships. Research and managerial implications are discussed, as are limitations and suggestions for future research.
C1 [Albassami, Faisal A.; Al-Meshal, Soad A.] King Saud Univ, Coll Business Adm, Mkt, Riyadh, Saudi Arabia.
   [Bailey, Ainsworth Anthony] Univ Toledo, Coll Business & Innovat, Dept Mkt & Int Business, Toledo, OH 43606 USA.
RP Bailey, AA (reprint author), Univ Toledo, Coll Business & Innovat, 2801 W Bancroft St,MS 105, Toledo, OH 43606 USA.
EM ainsworth.bailey@utoledo.edu
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NR 55
TC 4
Z9 4
U1 0
U2 13
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD SEP
PY 2015
VL 20
IS 3
BP 176
EP 190
DI 10.1057/fsm.2015.11
PG 15
WC Business
SC Business & Economics
GA CU3CV
UT WOS:000363402300003
DA 2020-02-20
ER

PT J
AU Jain, A
   Keneley, M
   Thomson, D
AF Jain, Ameeta
   Keneley, Monica
   Thomson, Dianne
TI CUSTOMER-OWNED BANKING IN AUSTRALIA: FROM CREDIT UNION TO MUTUAL BANK
SO ANNALS OF PUBLIC AND COOPERATIVE ECONOMICS
LA English
DT Article
AB Since the 1990s financial sector regulation in Australia has treated credit unions and building societies the same as banks under the designated title of authorized depository institutions. This allows credit unions to choose between different organizational structures: cooperative; convert to customer-owned banks or to demutualize. This article utilizes semi-structured interviews to analyse the key motivations for organizational change. It examines a number of credit unions and their conversion experience to customer-owned banks. It finds that adaptation of the credit union model was necessary to change customer perceptions, ensure future growth in the customer base and assets, and facilitate access to capital raisings with the credit rating of a bank. Despite this change customer-owned banks retain the core principals of mutuality.
C1 [Jain, Ameeta; Keneley, Monica; Thomson, Dianne] Deakin Univ, Geelong, Vic 3217, Australia.
RP Jain, A (reprint author), Deakin Univ, Geelong, Vic 3217, Australia.
EM ameeta.jain@deakin.edu.au; monica.keneley@deakin.edu.au;
   dianne.thomson@deakin.edu.au
RI Jain, Ameeta/O-4409-2015
OI Jain, Ameeta/0000-0001-7912-0539; Keneley, Monica/0000-0002-2569-4948;
   thomson, dianne/0000-0002-8189-7854
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NR 31
TC 1
Z9 1
U1 0
U2 5
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1370-4788
EI 1467-8292
J9 ANN PUBLIC COOP ECON
JI Ann. Public Coop. Econ.
PD SEP
PY 2015
VL 86
IS 3
BP 465
EP 478
DI 10.1111/apce.12062
PG 14
WC Economics
SC Business & Economics
GA CZ3PH
UT WOS:000367016000004
DA 2020-02-20
ER

PT J
AU Bergeres, AS
   d'Astous, P
   Dionne, G
AF Bergeres, Anne-Sophie
   d'Astous, Philippe
   Dionne, Georges
TI Is there any dependence between consumer credit line utilization and
   default probability on a term loan? Evidence from bank-customer data
SO JOURNAL OF EMPIRICAL FINANCE
LA English
DT Article
DE Consumer finance; Credit line utilization; Term loan default
   probability; Ability to pay; Endogeneity; Simultaneous equations
ID EMPIRICAL-ANALYSIS; MODELS
AB We study the relationship between two financial instruments through the simultaneous analysis of personal credit line utilization and default probability on a personal term loan. We model both dependent variables in a system of simultaneous equations and find strong evidence of dependence between the two financial instruments. Individuals in the default state draw their credit line by 9 percentage points more and, depending on the specification, a 10 percentage point increase in credit line utilization decreases the default probability by 0.09 to 0.41 percentage points, on a base default rate of 1.08%. This provides evidence that borrowers may use the liquidity of the credit line to pay down the term loan in periods of financial distress and suggests that banks should manage both financial instruments simultaneously. (C) 2015 Elsevier B.V. All rights reserved.
C1 [Bergeres, Anne-Sophie] Caisse Depot & Placement Quebec, Montreal, PQ, Canada.
   [d'Astous, Philippe] Georgia State Univ, Dept Risk Management & Insurance, Atlanta, GA 30303 USA.
   [Dionne, Georges] HEC Montreal, Dept Finance, Canada Res Chair Risk Management, Montreal, PQ, Canada.
RP Dionne, G (reprint author), 3000 Chemin Cote St Catherine,Room 4454, Montreal, PQ H3T 2A7, Canada.
EM georges.dionne@hec.ca
FU SSHRC Canada [435-2012-1503]; CGI
FX Financial support by SSHRC Canada (Grant 435-2012-1503) and CGI is
   acknowledged. The authors thank Claire Boisvert, Hind Diboune and Denise
   Desjardins for their contribution to this research. Two anonymous
   referees and Benoit Dostie provided very useful comments on previous
   versions of the paper.
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NR 21
TC 2
Z9 2
U1 1
U2 15
PU ELSEVIER
PI AMSTERDAM
PA RADARWEG 29, 1043 NX AMSTERDAM, NETHERLANDS
SN 0927-5398
EI 1879-1727
J9 J EMPIR FINANC
JI J. Empir. Financ.
PD SEP
PY 2015
VL 33
BP 276
EP 286
DI 10.1016/j.jempfin.2015.03.007
PG 11
WC Business, Finance; Economics
SC Business & Economics
GA CQ8QM
UT WOS:000360873500017
DA 2020-02-20
ER

PT J
AU Yoganathan, D
   Jebarajakirthy, C
   Thaichon, P
AF Yoganathan, Dhanushanthini
   Jebarajakirthy, Charles
   Thaichon, Paramaporn
TI The influence of relationship marketing orientation on brand equity in
   banks
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Relationship Marketing Oiientation (RMO); Brand Equity; Dimensions of
   RMO; Banks; Social exchange theory
ID TRUST; SATISFACTION; COMMITMENT; SERVICES; QUALITY; FIELD
AB During the last few decades, business philosophy has shifted from marketing orientation to Relationship Marketing Orientation (RMO). Service-oriented organizations, such as banks, increasingly apply RMO to enhance their brand management practices, such as brand loyalty and brand image. This in turn creates an identity for their brand name and adds value to it. The main purpose of this study is to investigate the influence of RMO on Brand Equity in the banking industry. This study also examines the influence of the dimensions of RMO (trust, bonding, communication, shared values, empathy and reciprocity) on the development of Brand Equity in banks. Social exchange theory underpins this examination of the relationship between RMO and Brand Equity. The sample comprised 1400 commercial bank customers from Sri Lanka, and the surveys were administered for data collection. There were two main stages to the analysis: testing the measurement model using confirmatory factor analysis and testing the hypotheses. The findings revealed that RMO positively influenced the development of Brand Equity in banks. Of the dimensions of RMO examined here, Trust, Communication, Shared Values and Empathy significantly enhanced Brand Equity. The implications of these findings for theory and practice have been suggested. The findings of this study have practical applications for enhancing the Brand Equity of banks and other financial institutions by strengthening their relationship marketing practices. This study also suggests some insightful directions for future research. (C) 2015 Elsevier Ltd. All rights reserved
C1 [Yoganathan, Dhanushanthini] Univ Jaffna, Fac Business Studies, Jaffna, Sri Lanka.
   [Jebarajakirthy, Charles] Swinburne Univ Technol, Fac Business & Law, Hawthorn, Vic 3122, Australia.
   [Thaichon, Paramaporn] SP Jain Sch Global Management, Sydney Olympic Pk, NSW 2127, Australia.
RP Jebarajakirthy, C (reprint author), Swinburne Univ Technol, Fac Business & Law, Melbourne, Vic 3122, Australia.
EM dhanushanthini@mail.vau.jfn.ac.lk; CJebarajakirthy@swin.edu.au;
   Park.thaichon@spjain.org
RI Thaichon, Park/Y-7675-2019
OI Thaichon, Park/0000-0001-7512-7362
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NR 74
TC 14
Z9 14
U1 1
U2 31
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD SEP
PY 2015
VL 26
BP 14
EP 22
DI 10.1016/j.jretconser.2015.05.006
PG 9
WC Business
SC Business & Economics
GA CN0FF
UT WOS:000358088800002
DA 2020-02-20
ER

PT J
AU Lu, MT
   Tzeng, GH
   Cheng, H
   Hsu, CC
AF Lu, Ming-Tsang
   Tzeng, Gwo-Hshiung
   Cheng, Hilary
   Hsu, Chih-Cheng
TI Exploring mobile banking services for user behavior in intention
   adoption: using new hybrid MADM model
SO SERVICE BUSINESS
LA English
DT Article
DE Mobile banking services; User behavior; MADM (multiple attribute
   decision making); DEMATEL (decision making trial and evaluation
   laboratory); DANP (DEMATEL-based ANP); VIKOR method
ID PERCEIVED EASE; DECOMPOSED THEORY; PLANNED BEHAVIOR; MCDM METHODS;
   INTERNET; ACCEPTANCE; VIKOR; ANTECEDENTS; MOTIVATION; TRUST
AB Mobile banking services are one of the most promising recent technological innovations. In this study, we developed a conceptual model to explore mobile banking services for user behavior in the financial banking industry in intention adoption. The aim of this study is to explore the effect of user behavior and guidance on the mobile banking services intention adoption structure model among customers based on decomposed theory of planned behavior and trust-related behaviors based on the knowledge of experts. In this study, we use a new hybrid model, the multiple attribute decision making (MADM) model, which combines decision making trial and evaluation laboratory (DEMATEL) for building an influential network relationship map (INRM), DANP (DEMATEL-based ANP) for determining the influential weights of criteria, and the VIKOR method using the influential weights to evaluate and integrate the criteria in the gaps and reduce the gaps to satisfy the users' behavior needs based on INRM. An empirical case of Taiwan's financial banking industry is used as an example to demonstrate the application of the proposed hybrid MADM model and its efficiency. In the results, we find that the proposed user behavior framework can offer a deeper understanding of the variables/criteria that influence the interrelationship for the intention adoption of mobile banking services by DEMATEL technique. We can also combine the influential weights of DANP with weighting gaps using the VIKOR method to evaluate how to reduce these gaps and provide the best improvement strategies to satisfy the mobile banking services for users' behavior needs.
C1 [Lu, Ming-Tsang; Tzeng, Gwo-Hshiung] Natl Taipei Univ, Coll Publ Affairs, Grad Inst Urban Planning, New Taipei City 237, Taiwan.
   [Cheng, Hilary; Hsu, Chih-Cheng] Yuan Ze Univ, Coll Management, Chungli 320, Taiwan.
RP Lu, MT (reprint author), Natl Taipei Univ, Coll Publ Affairs, Grad Inst Urban Planning, 151 Univ Rd, New Taipei City 237, Taiwan.
EM mingtsang.lu@gmail.com; ghtzeng@mail.ntpu.edu.tw;
   hilary@saturn.yzu.edu.tw; jasonhsu@saturn.yzu.edu.tw
RI Tzeng, Gwo-Hshiung/B-2775-2009
OI Tzeng, Gwo-Hshiung/0000-0003-1856-7497
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NR 66
TC 41
Z9 41
U1 6
U2 69
PU SPRINGER HEIDELBERG
PI HEIDELBERG
PA TIERGARTENSTRASSE 17, D-69121 HEIDELBERG, GERMANY
SN 1862-8516
EI 1862-8508
J9 SERV BUS
JI Serv. Bus.
PD SEP
PY 2015
VL 9
IS 3
BP 541
EP 565
DI 10.1007/s11628-014-0239-9
PG 25
WC Business; Management
SC Business & Economics
GA CO4WT
UT WOS:000359162300009
DA 2020-02-20
ER

PT J
AU Kaur, H
   Arora, S
AF Kaur, Harpreet
   Arora, Sangeeta
TI Determinants Influencing Customers' Decision to stay or Swicth with
   their Service Provider: A Conceptual Study of Banks
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Customer retention; Service quality; Customer satisfaction; Customer
   Loyalty; Switching Barriers
AB In this paper, the researchers have projected a conceptual framework to investigate the determinants influencing customer's decision to stay or switch with their service providers. Switching behavior and customer retention is possibly an effective contraption that banks can exercise work out to get a strategic pro and survive in today's escalating banking competitive situation This study is an attempt to study the factors influencing switching behavior of the customers and customer retention in the banking sector. In order to even the development of managerial action, we thrash about what are those determinants and how are these connected to the switching behavior and customer retention by reviewing the literature. Our approach and findings have meaningful implications for managing customer retention in the service sector.
C1 [Kaur, Harpreet; Arora, Sangeeta] Guru Nanak Dev Univ, Commerce Dept, Amritsar, Punjab, India.
RP Kaur, H (reprint author), Guru Nanak Dev Univ, Commerce Dept, Amritsar, Punjab, India.
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NR 33
TC 0
Z9 0
U1 0
U2 0
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD AUG
PY 2015
VL 8
IS 2
BP 123
EP 127
PG 5
WC Business
SC Business & Economics
GA V5W5T
UT WOS:000420004400015
DA 2020-02-20
ER

PT J
AU Ramlugun, VG
   Raboute, WG
AF Ramlugun, Vidisha Gunesh
   Raboute, Wendy Geraldine
TI DO CSR PRACTICES OF BANKS IN MAURITIUS LEAD TO SATISFACTION AND LOYALTY?
SO STUDIES IN BUSINESS AND ECONOMICS
LA English
DT Article
DE Mauritius; stakeholder approach; CSR; banks; satisfaction and loyalty
AB This study aims to determine how CSR activities of banks in Mauritius impact on customers' satisfaction and loyalty towards banks. A stakeholder approach to CSR and Carroll's (1991) four part definition was adopted, which included economic, legal, ethical and philanthropic corporate social responsibilities. A three-section questionnaire was used for data collection. 384 questionnaires were distributed, out of which 352 were returned. The results indicate that philanthropic CSR, economic CSR and ethical CSR, in their order of descending importance, are significant predictors of customer satisfaction and loyalty. The study shows that legal responsibilities however did not influence customer satisfaction and loyalty. The study concludes that philanthropic, economic and ethical CSR could be areas to further investigate with a view to benefit from competitive advantage in the banking sector. The study purports to contribute to existing literature by providing evidence that Carroll's model may not be applicable in non-western context, more particularly so, in small economies. The study also advocates future research avenues.
C1 [Ramlugun, Vidisha Gunesh; Raboute, Wendy Geraldine] Univ Mauritius, Fac Law & Management, Moka, Mauritius.
RP Ramlugun, VG (reprint author), Univ Mauritius, Fac Law & Management, Moka, Mauritius.
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NR 53
TC 6
Z9 6
U1 1
U2 1
PU DE GRUYTER POLAND SP ZOO
PI WARSAW
PA BOGUMILA ZUGA 32A STR., 01-811 WARSAW, POLAND
SN 1842-4120
EI 2344-5416
J9 STUD BUS ECON-ROM
JI Stud. Bus. Econ.
PD AUG
PY 2015
VL 10
IS 2
BP 128
EP 144
DI 10.1515/sbe-2015-0025
PG 17
WC Economics
SC Business & Economics
GA VH0KG
UT WOS:000449720900010
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Lodhia, S
AF Lodhia, Sumit
TI Exploring the Transition to Integrated Reporting Through a Practice
   Lens: An Australian Customer Owned Bank Perspective
SO JOURNAL OF BUSINESS ETHICS
LA English
DT Article
DE Environmental; Economic; Financial; Integrated reporting; Practice;
   Social; Stakeholders; Sustainability
ID MANAGEMENT
AB This article explores the transition to integrated reporting by a customer-owned bank (referred to as Goodbank) and identifies the drivers of this transition, thereby providing insights for other businesses seeking to engage in such reporting. Practice theory provides a theoretical lens for this study. A case study approach encompassing in-depth interviews and documents analysis enabled the data to be collected for this research. This study finds that a customer-owned business context enables innovative approaches to reporting. An understanding of reporting and recognition of the potential value of integrated reporting, basic guidelines for such a practice, and organisational ethical values and goals based on a combination of economic, social and environmental considerations matched by an organisational structure that embeds economic, social and environmental responsibilities rather than treating these as separate silos, enabled Goodbank to transition to integrated reporting and differentiate itself from its competitors and other organisations.
C1 Univ S Australia, Adelaide, SA 5001, Australia.
RP Lodhia, S (reprint author), Univ S Australia, Adelaide, SA 5001, Australia.
EM Sumit.lodhia@unisa.edu.au
RI Lodhia, Sumit/F-4471-2013
OI Lodhia, Sumit/0000-0002-4459-2621
FU Institute of Chartered Accountants in Australia
FX The author would like to thank the Institute of Chartered Accountants in
   Australia for funding this project. Many thanks to Prof. Chris Chapman
   for his comments on an earlier draft of this paper. Appreciation is also
   extended to accounting staff at University of Tasmania, and postgraduate
   students and staff at University of Bologna (Forli campus) where earlier
   versions of this paper were presented. Last, but not least, I would like
   to thank Ms. Nadia Hess for her research assistance in this project.
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NR 34
TC 47
Z9 47
U1 0
U2 37
PU SPRINGER
PI DORDRECHT
PA VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT, NETHERLANDS
SN 0167-4544
EI 1573-0697
J9 J BUS ETHICS
JI J. Bus. Ethics
PD JUL
PY 2015
VL 129
IS 3
BP 585
EP 598
DI 10.1007/s10551-014-2194-8
PG 14
WC Business; Ethics
SC Business & Economics; Social Sciences - Other Topics
GA CK7WC
UT WOS:000356444900005
DA 2020-02-20
ER

PT J
AU Cepeda-Carrion, I
   Leal-Millan, AG
   Ortega-Gutierrez, J
   Leal-Rodriguez, AL
AF Cepeda-Carrion, Ignacio
   Leal-Millan, Antonio G.
   Ortega-Gutierrez, Jaime
   Leal-Rodriguez, Antonio L.
TI Linking unlearning with service quality through learning processes in
   the Spanish banking industry
SO JOURNAL OF BUSINESS RESEARCH
LA English
DT Article
DE Relational knowledge; Service firms; Quality of service; Banking
ID HOME HEALTH-CARE; ABSORPTIVE-CAPACITY; KNOWLEDGE; ANTECEDENTS;
   CONSTRUCTION; PERFORMANCE; CONTEXT; IMPACT
AB Knowledge, like other resources, can quickly become obsolete. Thus, actors in an economy must constantly update their knowledge to keep pace with ongoing changes in their operational environment. This study explores unlearning's influence on two forms of learning (i.e., exploration and exploitation of knowledge). The study also adopts a dynamic management focus to analyze the influence of these two individual learning capabilities and their ability to help firms align technology knowledge and relational knowledge. This study reaches important conclusions on unlearning's role in knowledge management. The study examines learning processes and knowledge stocks (i.e., technology and relational knowledge) that practitioners (managers) within service firms generate through their relationships with customers. This study explores how an unlearning context can help service firms align learning processes (i.e., exploration and exploitation) through an empirical study of 150 managers in the Spanish banking industry. (C) 2015 Elsevier Inc. All rights reserved.
C1 [Cepeda-Carrion, Ignacio; Leal-Millan, Antonio G.; Ortega-Gutierrez, Jaime] Univ Seville, Dept Business Management, Seville, Spain.
   [Leal-Rodriguez, Antonio L.] Univ Loyola Andalucia, Dept Business Management, Seville, Spain.
RP Cepeda-Carrion, I (reprint author), Univ Seville, Dept Business Management, Avda Ramon y Cajal 1, Seville, Spain.
EM icepeda@us.es; aleal@us.es; joguti@us.es; alleal@uloyola.es
RI Leal-Rodriguez, Antonio/O-3882-2014; Leal-Millan, Antonio/M-2317-2014
OI Leal-Rodriguez, Antonio/0000-0002-4403-9658; Leal-Millan,
   Antonio/0000-0003-3037-5818; Ortega-Gutierrez, Jaime/0000-0002-1340-0295
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NR 52
TC 8
Z9 8
U1 0
U2 36
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA STE 800, 230 PARK AVE, NEW YORK, NY 10169 USA
SN 0148-2963
EI 1873-7978
J9 J BUS RES
JI J. Bus. Res.
PD JUL
PY 2015
VL 68
IS 7
SI SI
BP 1450
EP 1457
DI 10.1016/j.jbusres.2015.01.032
PG 8
WC Business
SC Business & Economics
GA CI8PH
UT WOS:000355033700014
DA 2020-02-20
ER

PT J
AU Hossain, MA
   Dwivedi, YK
   Naseem, SB
AF Hossain, Mohammad Alamgir
   Dwivedi, Yogesh K.
   Naseem, Sarah Binte
TI Developing and validating a hierarchical model of service quality of
   retail banks
SO TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
LA English
DT Article
DE hierarchical model; service quality; PLS; total quality management
ID CUSTOMER SATISFACTION; CONSTRUCTS; MANAGEMENT; SCALE
AB Like other service institutes, developing and managing quality service is a challenging issue in retail banks. Recent studies established that retail banks' customer satisfaction can be managed with a total quality management approach. It is accepted by prior literature that service quality (SQ) is a multilevel and multidimensional construct; however, the SQ dimensions of retail banking are still considered one-dimensional. The purpose of this study is to develop theoretical conceptualisations and validate an SQ model for retail banks. A positivist epistemology using a mixed method research approach has been adopted for this study. A research model has been developed from the literature which was contextualised by a cross-country qualitative field study. The model is validated with partial least square-based structural equation modelling. The results of this study summarise that retail banks' SQ is a third-order reflective model where SQ can be explained by station, interaction, and outcome quality. Furthermore, these three dimensions reflect nine sub-dimensions in total. This paper focused on managing total quality issues of a retail bank through service quality tools. With the objective of acquiring total quality, bank managers and other management personnel may develop strategies and policies using the findings of this study.
C1 [Hossain, Mohammad Alamgir; Naseem, Sarah Binte] North South Univ, Sch Business, Dhaka 1229, Bangladesh.
   [Dwivedi, Yogesh K.] Swansea Univ, Sch Management, Swansea, W Glam, Wales.
RP Hossain, MA (reprint author), North South Univ, Sch Business, Dhaka 1229, Bangladesh.
EM mahripon@yahoo.com
RI Dwivedi, Yogesh Kumar/A-5362-2008; Hossain, Mohamamd/B-5631-2016
OI Dwivedi, Yogesh Kumar/0000-0002-5547-9990; Hossain,
   Mohamamd/0000-0002-4292-8478
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NR 45
TC 16
Z9 16
U1 1
U2 59
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1478-3363
EI 1478-3371
J9 TOTAL QUAL MANAG BUS
JI Total Qual. Manag. Bus. Excell.
PD JUN 3
PY 2015
VL 26
IS 5-6
BP 534
EP 549
DI 10.1080/14783363.2013.856545
PG 16
WC Management
SC Business & Economics
GA CE5BJ
UT WOS:000351844500005
DA 2020-02-20
ER

PT J
AU Liang, CC
   Wu, PC
AF Liang, Chih-Chin
   Wu Pei-Ching
TI Internet-banking customer analysis based on perceptions of service
   quality in Taiwan
SO TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
LA English
DT Article
DE e-commerce; Internet banking; segmentation; service quality
ID ONLINE; CONSUMERS; DELIVERY; TRUST
AB All economic activities require monetary transactions, including those occurring online. The Internet is thus an essential medium for monetary transactions. Because Internet banking is highly profitable, competition among banks is fierce. However, customer satisfaction is crucial for building a profitable business model. Satisfied users tend to become loyal customers who adopt banking services that regularly contribute to bank profits. Therefore, how to provide services that users require is an important consideration when banks develop service products. Customer perceptions of good service quality are perceptions that improve customer satisfaction. Although service quality is important to users when selecting banking services, the effect of perceived service quality on customer adoption of Internet banking in Taiwan is rarely studied. This study identified three clusters of Internet banking customers based on customer perceptions of service quality in order to help banks develop service products. Each cluster was described in terms of demographics, consumer behaviour, perceived service quality, customer satisfaction, and customer loyalty.
C1 [Liang, Chih-Chin; Wu Pei-Ching] Natl Formosa Univ, Dept Business Adm, Huwei Township, Taiwan.
RP Liang, CC (reprint author), Natl Formosa Univ, Dept Business Adm, Huwei Township, Taiwan.
EM lgcwow@gmail.com
FU National Science Council of the Republic of China, TaiwanNational
   Science Council of Taiwan [NSC 102-2410-H-150-007]
FX The authors would like to thank the National Science Council of the
   Republic of China, Taiwan, for financially supporting this research
   under Contract No. NSC 102-2410-H-150-007.
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NR 58
TC 7
Z9 7
U1 3
U2 59
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1478-3363
EI 1478-3371
J9 TOTAL QUAL MANAG BUS
JI Total Qual. Manag. Bus. Excell.
PD JUN 3
PY 2015
VL 26
IS 5-6
BP 550
EP 568
DI 10.1080/14783363.2013.856546
PG 19
WC Management
SC Business & Economics
GA CE5BJ
UT WOS:000351844500006
DA 2020-02-20
ER

PT J
AU Hossain, MA
   Dwivedi, YK
AF Hossain, Mohammad Alamgir
   Dwivedi, Yogesh K.
TI Determining the consequents of bank's service quality with mediating and
   moderating effects: an empirical study
SO TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE
LA English
DT Article
DE service quality; continuance intention; customer satisfaction
ID CUSTOMER SATISFACTION; MODEL; EXPECTATION; VALIDATION; MANAGEMENT
AB Customer satisfaction (CS) and customers' continuance intention (CI) (i.e. customer loyalty) are the two most-researched consequents of service quality (SQ); generally, SQ directly influences CS and CI. However, retail marketing and information system (IS) theories do challenge this notion; SQ dimensions are essentially based on expectations or perceptions which need to be judged in an interim stage (i.e. confirmation) in the satisfaction-continuance process. Hence, the current study investigates the role of confirmation - through direct, mediating, and moderating effects - in the SQ context. Applying positivist epistemology and using an empirical approach, this research validates the developed SQ model with partial least squares-based structural equation modelling; data were collected from Australia and Bangladesh. The results show that SQ dimensions are evaluated in the confirmation stage, which eventually affect CS and CI. Also, confirmation moderates the relationship between CS and CI; similarly the mediating effects of confirmation on CS and CI are established. The primary contribution of this study is the application of expectation-confirmation-satisfaction concepts from three popular theories from Marketing and IS in the SQ domain. Moreover, this research presents practical contributions.
C1 [Hossain, Mohammad Alamgir] North South Univ, Sch Business, Dhaka, Bangladesh.
   [Dwivedi, Yogesh K.] Swansea Univ, Sch Management, Singleton Pk, W Glam, Wales.
RP Hossain, MA (reprint author), North South Univ, Sch Business, Dhaka, Bangladesh.
EM mahripon@yahoo.com
RI Dwivedi, Yogesh Kumar/A-5362-2008; Hossain, Mohamamd/B-5631-2016
OI Dwivedi, Yogesh Kumar/0000-0002-5547-9990; Hossain,
   Mohamamd/0000-0002-4292-8478
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NR 45
TC 4
Z9 4
U1 1
U2 39
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1478-3363
EI 1478-3371
J9 TOTAL QUAL MANAG BUS
JI Total Qual. Manag. Bus. Excell.
PD JUN 3
PY 2015
VL 26
IS 5-6
BP 661
EP 674
DI 10.1080/14783363.2013.870783
PG 14
WC Management
SC Business & Economics
GA CE5BJ
UT WOS:000351844500013
DA 2020-02-20
ER

PT J
AU Ashraf, S
   Robson, J
   Sekhon, Y
AF Ashraf, Samreen
   Robson, Julie
   Sekhon, Yasmin
TI Consumer trust and confidence in the compliance of Islamic banks
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE confidence; trust; Islamic banking; religion; compliance; Pakistan
ID IN-SERVICE RELATIONSHIPS; ORGANIZATIONS; DYNAMICS
AB Islamic banks compete with traditional (non-Islamic) banks for customers. This article aims to provide insight into why some Muslims choose to bank with Islamic banks in Pakistan, while others do not. Specifically, it addresses the questions: to what extent are trust and confidence active influencers in the decision-making process, are they differentiated or are they one of the same? Also how does the Pakistani collective cultural context further complicate the application of these concepts? For the purposes of this article trust refers to people and their interpersonal or social relations whereas confidence concerns institutions such as banks. Drawing on interviews with Muslim consumers in Pakistan, this study provides further insight into consumer behaviour within financial services and specifically Islamic banking and contributes to our theoretical understanding of the concepts of trust and confidence.
C1 [Ashraf, Samreen] Bournemouth Univ, Bournemouth BH8 8EB, Dorset, England.
RP Ashraf, S (reprint author), Bournemouth Univ, Execut Business Ctr, 89 Holdenhurst Rd, Bournemouth BH8 8EB, Dorset, England.
EM sashraf@bournemouth.ac.uk
RI Robson, Julie/V-8857-2019
OI Robson, Julie/0000-0003-1966-6470; Ashraf, Samreen/0000-0003-0070-7957
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NR 93
TC 8
Z9 8
U1 0
U2 12
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD JUN
PY 2015
VL 20
IS 2
SI SI
BP 133
EP 144
DI 10.1057/fsm.2015.8
PG 12
WC Business
SC Business & Economics
GA CU3CT
UT WOS:000363402000005
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Knibbe, M
AF Knibbe, Merijn
TI Metrics Meta About a Metametrics: The Consumer Price Level as a Flawed
   Target for Central Bank Policy
SO JOURNAL OF ECONOMIC ISSUES
LA English
DT Article
DE central banks; financial stability; inflation targeting; monetary
   stability; price indices
AB Inflation targeting is currently the policy of choice for central banks. This policy invariably targets consumer price inflation, which is only one of many available price level indices (such as prices of new investments and house prices). As there is no stable relationship between these price levels, and as differences in developments between the different price levels might induce destabilizing behavior, there is no reason why low and stable consumer price inflation should guarantee monetary and financial stability. Following John Maynard Keynes, a low and stable increase of average nominal wages might do a better job. As price levels are designed to estimate the purchasing power of spending power and as income, and spending power are used to not just consume or invest but also to pay down many kinds of (gross) debt, it is advisable to use a joint definition of monetary and financial stability, which combines stable purchasing power of monetary income with a stable ability of households and companies to pay off debts.
C1 [Knibbe, Merijn] Hgsk Van Hall Larenstein, Wageningen, Netherlands.
   [Knibbe, Merijn] NAHI, Groningen, Netherlands.
   [Knibbe, Merijn] Fryske Akad, Leeuwarden, Netherlands.
RP Knibbe, M (reprint author), Hgsk Van Hall Larenstein, Wageningen, Netherlands.
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NR 55
TC 0
Z9 0
U1 0
U2 9
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 0021-3624
EI 1946-326X
J9 J ECON ISSUES
JI J. Econ. Issues
PD JUN
PY 2015
VL 49
IS 2
BP 355
EP 371
DI 10.1080/00213624.2015.1042733
PG 17
WC Economics
SC Business & Economics
GA CL2UX
UT WOS:000356802400004
DA 2020-02-20
ER

PT J
AU Noor, NSM
   Omar, HH
AF Noor, Nur Syamilah Md
   Omar, Hydzulkifli Hashim
TI THE RELATIONSHIP MARKETING AS A DETERMINANT OF CUSTOMER SATISFACTION IN
   ISLAMIC BANKING SERVICES MANAGEMENT
SO INTERNATIONAL JOURNAL OF MANAGEMENT STUDIES
LA English
DT Article
DE Islamic banking services; customer satisfaction; relationship marketing;
   service quality; service encounter; commitment; product knowledge and
   competence
AB The purpose of this study is to identify the dimensions that determine whether customer satisfaction in Islamic banking services has been conducted at the Institusi Pengajian Tinggi Awam (IPTA) in Perlis involving two institutions, namely Universiti Malaysia Perlis (UNIMAP) and Universiti Teknologi Mara (UITM) Perlis. The collection of the principal data was accomplished by using a survey paper to answer the study's research questions. It involved 224 customers using the Islamic banking services. This study was analysed using the Statistical Packages for Social Science (SPSS) by applying descriptive analysis and inferential analysis (Independent T-test, One Way Analysis of Variance (ANOVA) and Correlation Pearson). This study finds that there are some different relationships in terms of position at the university level of education in the demographic characteristics analysis towards customer satisfaction. Most of the dimensions related to customer satisfaction in the Islamic banking services are positively correlated with each other (commitment, product knowledge, competence, service encounter). This study proves that this research is useful to academicians by providing new empirical evidence of relationship marketing with customer satisfaction in the Islamic banking industry. The results of this study can encourage bank managers to learn how to improve commitment, product knowledge, competence and service encounter in Islamic banks' services to customers.
C1 [Noor, Nur Syamilah Md] Univ Utara Malaysia, Master Islamic Finance & Banking, Changlun, Malaysia.
   [Omar, Hydzulkifli Hashim] Univ Utara Malaysia, Islamic Business Sch, Changlun, Malaysia.
RP Noor, NSM (reprint author), Univ Utara Malaysia, Master Islamic Finance & Banking, Changlun, Malaysia.
CR Abedniya A., 2011, INT J BUSINESS SOCIA, V2, P122
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NR 32
TC 1
Z9 1
U1 0
U2 1
PU UNIV UTARA MALAYSIA PRESS
PI SINTOK
PA UNIV UTARA MALAYSIA PRESS, SINTOK, KEDAH 06010, MALAYSIA
SN 0127-8983
EI 2180-2467
J9 INT J MANAG STUD
JI Int. J. Manag. Stud.
PD JUN
PY 2015
VL 22
IS 1
BP 1
EP 22
PG 22
WC Management
SC Business & Economics
GA V9R1M
UT WOS:000409070900001
DA 2020-02-20
ER

PT J
AU Alalwan, AA
   Dwivedi, YK
   Rana, NP
   Lal, B
   Williams, MD
AF Alalwan, Ali A.
   Dwivedi, Yogesh K.
   Rana, Nripendra P.
   Lal, Banita
   Williams, Michael D.
TI Consumer adoption of Internet banking in Jordan: Examining the role of
   hedonic motivation, habit, self-efficacy and trust
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE Internet banking; adoption; Jordan
ID USER ACCEPTANCE; INFORMATION-SYSTEMS; ONLINE BANKING; PLANNED BEHAVIOR;
   MOBILE BANKING; INITIAL TRUST; BROAD-BAND; TECHNOLOGY; SERVICE; MODEL
AB Despite the rapid growth of Internet banking (IB), customers in developing countries still hesitate to adopt this technology and its use in the Middle East remains low. This study aims to identify and examine the factors that predict behavioural intention and adoption of IB in Jordan. Four factors - hedonic motivation, habit, self-efficacy and trust are proposed in a conceptual model. Data was collected by means of a survey with bank customers in Jordan. Structural equation modelling (SEM) was used to analyse the data. The results strongly supported the conceptual model. Further, hedonic motivation, habit, self-efficacy and trust were all confirmed to have a significant influence on behavioural intention. Trust was found to be strongly predicted by both hedonic motivation and self-efficacy. This study provides both academics and practitioners with an insight into the factors that can be used to encourage customer adoption of IB specifically in a Middle East context.
C1 [Alalwan, Ali A.; Dwivedi, Yogesh K.; Rana, Nripendra P.; Williams, Michael D.] Swansea Univ, Sch Management, Room 1,Haldane Bldg,Singleton Pk, Swansea SA2 8PP, W Glam, Wales.
   [Dwivedi, Yogesh K.] Swansea Univ, Sch Management, Digital & Social Media, Swansea SA2 8PP, W Glam, Wales.
   [Dwivedi, Yogesh K.] Swansea Univ, Sch Management, Management & Syst Sect, Swansea SA2 8PP, W Glam, Wales.
   [Lal, Banita] Nottingham Trent Univ, Nottingham Business Sch, Nottingham, England.
RP Dwivedi, YK (reprint author), Swansea Univ, Sch Management, Room 1,Haldane Bldg,Singleton Pk, Swansea SA2 8PP, W Glam, Wales.
EM y.k.dwivedi@swansea.ac.uk
RI ; Dwivedi, Yogesh/A-5362-2008; Alalwan, Ali/S-1173-2017
OI Rana, Nripendra/0000-0003-1105-8729; Dwivedi,
   Yogesh/0000-0002-5547-9990; Alalwan, Ali/0000-0002-2881-2620; Williams,
   Michael/0000-0002-3047-0332
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   Limayem M, 2007, MIS QUART, V31, P705
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   Migdadi Khalid Abed-Allah, 2012, Journal of Emerging Technologies in Web Intelligence, V4, P189, DOI 10.4304/jetwi.4.2.189-197
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NR 61
TC 46
Z9 46
U1 2
U2 23
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD JUN
PY 2015
VL 20
IS 2
SI SI
BP 145
EP 157
DI 10.1057/fsm.2015.5
PG 13
WC Business
SC Business & Economics
GA CU3CT
UT WOS:000363402000006
DA 2020-02-20
ER

PT J
AU Gangopadhyay, P
   Sen, PK
AF Gangopadhyay, Pradipta
   Sen, Parimal Kr.
TI Customer Perception of Brand Image through Promotional Campaign: an
   Exploratory Study on Selected Banks in India
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Emotion; Brand Image; Banking Company; Customer Perception
AB Brand image could be described as the way in which a particular brand is positioned in the market and how consumers perceive its products and services. As publicity is a practice to convince the consumers to take purchase decisions, they create an emotional impact in their minds. The present study evaluates the effect of various emotions embedded in the advertisements on formation/alteration of brand image of select commercial banks in India. The brand images of the selected banks were evaluated before and after showing these ads and differences thereafter in brand image were evaluated. The results of the study signify that the advertisements embedded with emotions alter the images of the three banks under the study. The results also indicate that different dominant emotions have different effects of the brand images of these commercial banks. The implications of such findings would help the banking and advertisement companies design their message effectively to attract their target audience.
C1 [Gangopadhyay, Pradipta] Inst Cost Accountants India, CMA Bhawan,4th Floor,84 Harish Mukherjee Rd, Kolkata 700025, India.
   [Sen, Parimal Kr.] Goenka Coll Commerce & Business Adm, Kolkata 700012, India.
RP Gangopadhyay, P (reprint author), Inst Cost Accountants India, CMA Bhawan,4th Floor,84 Harish Mukherjee Rd, Kolkata 700025, India.
CR Aaker D., 1991, MANAGING BRAND EQUIT
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NR 18
TC 0
Z9 0
U1 1
U2 1
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD JUN
PY 2015
VL 7
IS 12
BP 27
EP 35
PG 9
WC Business
SC Business & Economics
GA V5W2I
UT WOS:000219995500005
DA 2020-02-20
ER

PT J
AU Prasad, EH
   Prasad, GVB
AF Prasad, E. Hari
   Prasad, G. V. Bhavani
TI Service Quality of Commercial Banks in Rural Areas A Study of Selected
   Commercial Banks in Karimnagar District of Telangana State
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Public Sector Banks; Private Sector Banks; Regional Rural Banks; Service
   Quality; Service quality gaps; Expectation and Perception
AB In the present competitive economy banking sector has been facing dynamic challenges in concerning both customer base and performance. The indispensable competitive strategic role of this sector is vital one in managing the customers. Providing service quality is highly significant function of service industry in today's competitive environment. Service quality is the excellent strategy and plays a key role in service sector in general and banking sector in particular to satisfy the customers' needs and retain them. The present study aims at assessing the service quality, that delivered by the banks in rural areas, using SERVQUAL model.
C1 [Prasad, E. Hari] Vaageswari Coll Engn, Dept Business Management, Karimnagar, Telangana, India.
   [Prasad, G. V. Bhavani] Kakatiya Univ, Dept Business Commerce & Management, Warangal, Telangana, India.
RP Prasad, EH (reprint author), Vaageswari Coll Engn, Dept Business Management, Karimnagar, Telangana, India.
CR Bhatia M. B., INT J SCI RES PUBLIC, V2, P1
   Desta T. S., 2011, INT J RES COMMERCE M, V2, P26
   Dhandabani S., 2010, INT J MANAGEMENT STR, V1, P1
   Hung YH, 2003, TOTAL QUAL MANAG BUS, V14, P79, DOI 10.1080/14783360309706
   Jain V., 2012, IJRFM, V2, P597
   KOTLER P, 2003, MARKETING MANAGEMENT
   Lewis B. R., 1989, INT J BANK MARK, V7, P4
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NR 13
TC 0
Z9 0
U1 0
U2 0
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD JUN
PY 2015
VL 7
IS 12
BP 81
EP 92
PG 12
WC Business
SC Business & Economics
GA V5W2I
UT WOS:000219995500011
DA 2020-02-20
ER

PT J
AU Rosendo-Rios, V
   Martin-Davila, M
AF Rosendo-Rios, Veronica
   Martin-Davila, Miguel
TI Market orientation in the banking sector: Measuring the key role of
   salesperson performance
SO CUADERNOS DE ECONOMIA-SPAIN
LA English
DT Article
DE Market orientation; Customer orientation; Competitive orientation;
   Salesperson customer orientation; Salesperson performance
ID BUSINESS PERFORMANCE; CUSTOMER ORIENTATION; ANTECEDENTS; BEHAVIOR;
   LOYALTY
AB This paper examines the relationship of customer orientation - at both the organizational and the individual sales level - on salesperson performance for financial products. A survey of 146 sates managers of different Spanish banks was analyzed using structural equation modeling. The results provided here highlight the relevant mediating role of salesperson customer orientation on sales performance and reinforces the role of salespeople in achieving an appropriate organizational market orientation. (C) 2014 Asociacion Cuadernos de Economia. Published by Elsevier Espana, S.L.U. All rights reserved.
C1 [Rosendo-Rios, Veronica; Martin-Davila, Miguel] CUNEF Colegio Univ Estudios Financieros, Dept Org & Mkt, Ciudad Univ, Madrid 28040, Spain.
RP Rosendo-Rios, V (reprint author), CUNEF Colegio Univ Estudios Financieros, Dept Org & Mkt, Ciudad Univ, Madrid 28040, Spain.
EM vrosendo@cunef.edu
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NR 34
TC 0
Z9 0
U1 0
U2 10
PU ASOC CUADERNOS ECONOMIA, DEPT ECONOMIC ANALYSIS
PI MADRID
PA FAC CIENCIAS ECON & EMPRESARIALES, UNIV AUTONOMA MADRID, C/FRANCISCOS
   TOMAS & VALIENTE 5, MADRID, CANTOBLANCO 28049, SPAIN
SN 0210-0266
EI 2340-6704
J9 CUAD ECON-SPAIN
JI Cuad. Econ.-Spain
PD MAY-AUG
PY 2015
VL 38
IS 107
BP 90
EP 95
DI 10.1016/j.cesjef.2015.02.001
PG 6
WC Economics
SC Business & Economics
GA CW1UA
UT WOS:000364775900003
OA Green Published
DA 2020-02-20
ER

PT J
AU Perez, A
   del Bosque, IR
AF Perez, Andrea
   Rodriguez del Bosque, Ignacio
TI How Customer Support for Corporate Social Responsibility Influences the
   Image of Companies: Evidence from the Banking Industry
SO CORPORATE SOCIAL RESPONSIBILITY AND ENVIRONMENTAL MANAGEMENT
LA English
DT Article
DE corporate social responsibility; customer; CSR support; CSR image;
   cluster analysis; banking industry
ID CONSUMER ATTRIBUTIONS; BEHAVIOR; IMPACT; BRAND; CSR; SPONSORSHIP;
   CREDIBILITY; STRATEGY; PRICE
AB The authors of this paper carry out two studies to determine whether customer support for corporate social responsibility (CSR support) influences the way customers form their perceptions of CSR practices in the banking industry. Study 1 consists of a cluster analysis which provides information about four customer groups classified according to their support for CSR practices. These groups are labelled as the low support', social orientation', individual benefit', and high support' clusters. In Study 2, the authors test whether differences exists in the way the four clusters process their CSR perceptions. The results confirm the relevance of motivational attribution when socially oriented and highly involved customers evaluate CSR. Based on this information, the authors provide several recommendations for managers to effectively design and communicate their CSR strategies. Copyright (c) 2013 John Wiley & Sons, Ltd and ERP Environment
C1 [Perez, Andrea; Rodriguez del Bosque, Ignacio] Univ Cantabria, Area Comercializac & Invest Mercados, E-39005 Santander, Cantabria, Spain.
RP Perez, A (reprint author), Univ Cantabria, Area Comercializac & Invest Mercados, Avda Los Castros S-N, E-39005 Santander, Cantabria, Spain.
EM perezran@unican.es
OI Perez, Andrea/0000-0003-3521-1783
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NR 47
TC 21
Z9 21
U1 3
U2 57
PU WILEY-BLACKWELL
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1535-3958
EI 1535-3966
J9 CORP SOC RESP ENV MA
JI Corp. Soc. Responsib. Environ. Manag.
PD MAY-JUN
PY 2015
VL 22
IS 3
BP 155
EP 168
DI 10.1002/csr.1331
PG 14
WC Business; Environmental Studies; Management
SC Business & Economics; Environmental Sciences & Ecology
GA CH3JA
UT WOS:000353925800003
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Chen, ZH
   Morrison, AD
   Wilhelm, WJ
AF Chen, Zhaohui
   Morrison, Alan D.
   Wilhelm, William J., Jr.
TI Traders vs. Relationship Managers: Reputational Conflicts in
   Full-Service Investment Banks
SO REVIEW OF FINANCIAL STUDIES
LA English
DT Article
ID REPEATED GAMES; UNDERWRITER; INFORMATION; INNOVATION; COLLUSION;
   MARKETS; CHOICE; FIRMS
AB We present a model that explains why investment bankers struggle to manage conflicts of interest. Banks can build a type reputation for technical competence by performing complex deals that may not serve their clients' interest; on the other hand, banks can sustain a behavioral reputation by refraining from doing so. A behavioral reputation is a luxury reserved for banks that have proven their abilities. The model sheds light on conflicts between the trading and advisory divisions of investment banks, as well as the consequences of technological change for time variation in the relative strength of behavioral- and typereputation concerns.
C1 [Chen, Zhaohui; Wilhelm, William J., Jr.] Univ Virginia, McIntire Sch Commerce, Charlottesville, VA 22904 USA.
   [Morrison, Alan D.] Univ Oxford, Said Business Sch, Oxford OX1 2JD, England.
   [Wilhelm, William J., Jr.] Sun Yat Sen Univ, Lingnan Univ Coll, Guangzhou, Guangdong, Peoples R China.
RP Wilhelm, WJ (reprint author), Univ Virginia, McIntire Sch Commerce, Rouss & Robertson Halls,POB 400173, Charlottesville, VA 22904 USA.
EM wjw9a@virginia.edu
FU McIntire Foundation's King Fund for Excellence; Walker Fund; Oxford
   University Centre for Corporate Reputation
FX We received helpful comments from Itay Goldstein (the editor), two
   anonymous referees, Heski Bar-Isaac, Jonathan Cohn, Brian Coulter,
   Barney Hartman-Glaser, Gyongyi Loranth, Richard Lowery, John
   Thanassoulis, Sheridan Titman, seminar participants at Fordham
   University, Lund University, the Stockholm School of Economics,
   University of Texas, the University of Virginia (Economics), London
   Business School, and from participants in the 2013 SFS Finance
   Cavalcade, the 2013 Oxford Financial Intermediation Theory (OxFIT)
   conference, the 2014 Warwick Frontiers of Finance Conference, the 2014
   Financial Intermediation Research Society (FIRS) meeting, and the 2014
   European Finance Association meeting. Chen and Wilhelm received support
   from McIntire Foundation's King Fund for Excellence and the Walker Fund;
   Morrison received support from the Oxford University Centre for
   Corporate Reputation.
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NR 60
TC 4
Z9 4
U1 0
U2 21
PU OXFORD UNIV PRESS INC
PI CARY
PA JOURNALS DEPT, 2001 EVANS RD, CARY, NC 27513 USA
SN 0893-9454
EI 1465-7368
J9 REV FINANC STUD
JI Rev. Financ. Stud.
PD APR
PY 2015
VL 28
IS 4
BP 1153
EP 1198
DI 10.1093/rfs/hhu086
PG 46
WC Business, Finance; Economics
SC Business & Economics
GA CI4PX
UT WOS:000354735500006
DA 2020-02-20
ER

PT J
AU Guettabi, M
   Munasib, A
AF Guettabi, Mouhcine
   Munasib, Abdul
TI The Impact of Obesity on Consumer Bankruptcy
SO ECONOMICS & HUMAN BIOLOGY
LA English
DT Article
DE Personal bankruptcy; BMI; Obesity; Survival analysis; Relative risk Cox
   model
ID CARE COSTS; HEALTH; SMOKING; US
AB Over the last two decades, both bankruptcy and obesity rates in the U.S. have seen a steady rise. As obesity is one of the leading causes of medical and morbidity related economic costs, its influence on personal bankruptcy is analyzed in this study. Using the National Longitudinal Survey of Youth 1979, we employ a duration model to investigate the relative importance of obesity on the timing of bankruptcy. Even after accounting for possible endogeneity of BMI and controlling for a wide variety of individual and,aggregate-level confounding factors, being obese puts one at a greater risk of filing for bankruptcy. (C) 2014 Elsevier B.V. All rights reserved.
C1 [Guettabi, Mouhcine] Univ Alaska Anchorage, Coll Business & Publ Policy, Inst Social & Econ Res, Anchorage, AK 99508 USA.
   [Munasib, Abdul] Univ Georgia, Dept Agr & Appl Econ, Griffin, GA USA.
RP Guettabi, M (reprint author), Univ Alaska Anchorage, Coll Business & Publ Policy, Inst Social & Econ Res, 3211 Providence Dr, Anchorage, AK 99508 USA.
EM mguettabi@alaska.edu; munasib@uga.edu
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NR 57
TC 4
Z9 4
U1 0
U2 14
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 1570-677X
EI 1873-6130
J9 ECON HUM BIOL
JI Econ. Hum. Biol.
PD APR
PY 2015
VL 17
BP 208
EP 224
DI 10.1016/j.ehb.2014.11.003
PG 17
WC Economics; Public, Environmental & Occupational Health
SC Business & Economics; Public, Environmental & Occupational Health
GA CH2HK
UT WOS:000353846100016
PM 25548081
DA 2020-02-20
ER

PT J
AU Bokek-Cohen, Y
AF Bokek-Cohen, Ya'arit
TI Becoming familiar with eternal anonymity: how sperm banks use
   relationship marketing strategy
SO CONSUMPTION MARKETS & CULTURE
LA English
DT Article
DE sperm donation; relationship marketing; complementary product; identity;
   branding; service logic
ID COMMITMENT-TRUST THEORY; DONOR INSEMINATION; LESBIAN COUPLES;
   ADOLESCENTS; PERSPECTIVE; EMBODIMENT; RECIPIENTS; DONATION; MOTHERS;
   SINGLE
AB The article focuses on donor profiles as a major marketing tool of the fertility industry and proposes some theoretical insights into sperm banking and sperm consumption, using a content analysis of 135 extended sperm donor profiles and a visual analysis of 36 baby photos in nine sperm banks. Theorizing sperm consumption is inspired by Gronroos' conceptualization of relationship marketing (RM). Contrary to conventional logic, I show how RM itself has become a product on its own, rather than a business strategy: while the sperm consumer is invited through anonymously written narratives to become an active prosumer by encoding and decoding parts of the donor's identity, the imaginary relationship with the donor constitutes the core product. Since donor profiles are purchased as a complementary service product, sperm banks activate identity construction among the donors by asking them to provide lengthy essays; donors produce polyphonic narratives and therefore participate in a Bakhtinian mask parade.
C1 Ariel Univ, Dept Econ & Business Adm, Ariel, Israel.
RP Bokek-Cohen, Y (reprint author), Ariel Univ, Dept Econ & Business Adm, Ariel, Israel.
EM bokek@ariel.ac.il
RI shah, hamad/L-1358-2017
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NR 75
TC 8
Z9 8
U1 0
U2 30
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1025-3866
EI 1477-223X
J9 CONSUMP MARK CULT
JI Consump. Mark. Cult.
PD MAR 4
PY 2015
VL 18
IS 2
BP 155
EP 177
DI 10.1080/10253866.2014.935938
PG 23
WC Business
SC Business & Economics
GA CD2GM
UT WOS:000350893200003
DA 2020-02-20
ER

PT J
AU Ferreira, FAF
   Jalali, MS
   Meidute-Kavaliauskiene, I
   Viana, BACP
AF Ferreira, Fernando A. F.
   Jalali, Marjan S.
   Meidute-Kavaliauskiene, Ieva
   Viana, Bianca A. C. P.
TI A metacognitive decision making based-framework for bank customer
   loyalty measurement and management
SO TECHNOLOGICAL AND ECONOMIC DEVELOPMENT OF ECONOMY
LA English
DT Article
DE MACBETH; sustainable relationship management; decision making; cognitive
   maps; operational research; bank customer loyalty measurement
ID PERFORMANCE-MEASUREMENT; COGNITIVE MAPS; ADDING VALUE; SATISFACTION;
   SERVICE; ANTECEDENTS; EFFICIENCY; STRATEGY; SYSTEM; IMPACT
AB Bank customer loyalty is becoming a priority concern for banking institutions, as a means of gradually increasing complementary margins and eliminating the lack of liquidity caused by the current economic climate. Following a top down process, this focus culminates at the branch level, where banks' front office employees are seen as a driving-force for building customer loyalty. At the same time, however, the difficulty in identifying and operationalizing the factors or determinants that most contribute to creating and maintaining bank customer loyalty has long been recognized. In this sense, based on the integrated use of cognitive maps and measuring attractiveness by a categorical based evaluation technique (MACBETH), this study proposes a multiple criteria framework for bank customer loyalty measurement and management. The results show that our framework allows bank customers with higher rates of customer loyalty to be identified and, from a benchmarking perspective, indicates what best practices should be followed to boost long-term relationships. Implications for scholars and practitioners are discussed.
C1 [Ferreira, Fernando A. F.; Jalali, Marjan S.] Univ Inst Lisbon, BRU IUL, ISCTE Business Sch, P-1649026 Lisbon, Portugal.
   [Ferreira, Fernando A. F.] Univ Memphis, Fogelman Coll Business & Econ, Memphis, TN 38152 USA.
   [Meidute-Kavaliauskiene, Ieva] Vilnius Gediminas Tech Univ, Fac Business Management, LT-10223 Vilnius, Lithuania.
   [Viana, Bianca A. C. P.] Polytech Inst Santarem, Sch Management & Technol, P-2001904 Santarem, Portugal.
RP Ferreira, FAF (reprint author), Univ Inst Lisbon, BRU IUL, ISCTE Business Sch, Ave Forcas Armadas, P-1649026 Lisbon, Portugal.
EM fernando.alberto.ferreira@iscte.pt
RI Meidute-Kavaliauskiene, Ieva/AAD-6877-2019
OI Meidute-Kavaliauskiene, Ieva/0000-0003-0435-7632; Ferreira,
   Fernando/0000-0001-5208-9084
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NR 62
TC 24
Z9 24
U1 0
U2 41
PU VILNIUS GEDIMINAS TECH UNIV
PI VILNIUS
PA SAULETEKIO AL 11, VILNIUS, LT-10223, LITHUANIA
SN 2029-4913
EI 2029-4921
J9 TECHNOL ECON DEV ECO
JI Technol. Econ. Dev. Econ.
PD MAR 4
PY 2015
VL 21
IS 2
BP 280
EP 300
DI 10.3846/20294913.2014.981764
PG 21
WC Economics
SC Business & Economics
GA CC3YE
UT WOS:000350286500006
OA Green Published, Other Gold
DA 2020-02-20
ER

PT J
AU Perez, A
   del Bosque, IR
AF Perez, Andrea
   Rodriguez del Bosque, Ignacio
TI Customer values and CSR image in the banking industry
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE CSR image; company-CSR congruence; motivational attribution; corporate
   credibility; collectivism; novelty seeking
ID CORPORATE SOCIAL-RESPONSIBILITY; LIFE-STYLES; ANTECEDENTS; CREDIBILITY;
   CONSUMERS; IDENTITY; IMPACT; SCALE
AB The authors analyse the role that collectivism and novelty seeking play in the formation process of corporate social responsibility (CSR) image in the Spanish banking industry. Two multisampling analyses of a structural equation model are performed on a sample of 1124 customers. The findings of the article allow the authors to anticipate CSR image based on (i) the congruence between the company and its CSR initiatives, (ii) the attribution of motivations for the company to implement CSR and (iii) corporate credibility in developing CSR initiatives. The findings also show that collectivists and innovative customers process information differently to individualists and conservative customers.
C1 [Perez, Andrea; Rodriguez del Bosque, Ignacio] Univ Cantabria, Mkt, E-39005 Santander, Cantabria, Spain.
RP Perez, A (reprint author), Univ Cantabria, Area Comercializac & Invest Mercados, Avda Castros S-N, E-39005 Santander, Cantabria, Spain.
EM perezran@unican.es
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NR 49
TC 3
Z9 3
U1 0
U2 15
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD MAR
PY 2015
VL 20
IS 1
BP 46
EP 61
DI 10.1057/fsm.2014.30
PG 16
WC Business
SC Business & Economics
GA CU3CP
UT WOS:000363401600005
OA Green Accepted
DA 2020-02-20
ER

PT J
AU McIntyre, F
   Sullivan, DM
   Summers, L
AF McIntyre, Frank
   Sullivan, Daniel M.
   Summers, Laura
TI Lawyers Steer Clients Toward Lucrative Filings: Evidence from Consumer
   Bankruptcies
SO AMERICAN LAW AND ECONOMICS REVIEW
LA English
DT Article
ID CHAPTER; DEMAND
AB Consumers often rely on lawyers to make complicated legal decisions, though in many cases the lawyer's financial interests are at odds with those of the client. We consider this general problem in the context of consumers filing for bankruptcy. Lawyers advise debtors on whether to file the cheaper Chapter 7 filing or the more expensive Chapter 13 filing. Bankruptcy courts that allow lawyers to charge more for Chapter 13 bankruptcy see a significantly larger fraction of Chapter 13 filings (elasticity of 0.3). This is true controlling for a host of demographic controls at the zip code level, as well as with state fixed effects and district policy controls. Our estimates suggest that 5.4% of cross-district variation in relative Chapter 13 rates could be eliminated by harmonizing relative fees.
C1 [McIntyre, Frank] Rutgers Business Sch, New Brunswick, NJ USA.
   [Sullivan, Daniel M.] Harvard Univ, Cambridge, MA 02138 USA.
RP McIntyre, F (reprint author), Rutgers Business Sch, Dept Finance & Econ, New Brunswick, NJ 08854 USA.
EM frank.mcintyre@rutgers.edu
RI McIntyre, Frank/B-8646-2014
OI McIntyre, Frank/0000-0003-3285-6770; Sullivan,
   Daniel/0000-0002-0380-7681
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NR 39
TC 5
Z9 5
U1 0
U2 5
PU OXFORD UNIV PRESS INC
PI CARY
PA JOURNALS DEPT, 2001 EVANS RD, CARY, NC 27513 USA
SN 1465-7252
EI 1465-7260
J9 AM LAW ECON REV
JI Am. Law Econ. Rev.
PD SPR
PY 2015
VL 17
IS 1
BP 245
EP 289
DI 10.1093/aler/ahv004
PG 45
WC Economics; Law
SC Business & Economics; Government & Law
GA CG7RS
UT WOS:000353503100008
DA 2020-02-20
ER

PT J
AU Dobbie, W
   Song, J
AF Dobbie, Will
   Song, Jae
TI Debt Relief and Debtor Outcomes: Measuring the Effects of Consumer
   Bankruptcy Protection
SO AMERICAN ECONOMIC REVIEW
LA English
DT Article
ID DISABILITY INSURANCE RECEIPT; INSTRUMENTAL VARIABLES; PERSONAL
   BANKRUPTCY; CHILD PROTECTION; EARNINGS; ASSIGNMENT; PROGRAMS; CHOICE;
   HEALTH; CREDIT
AB Consumer bankruptcy is one of the largest social insurance programs in the United States, but little is known about its impact on debtors. We use 500,000 bankruptcy filings matched to administrative tax and foreclosure data to estimate the impact of Chapter 13 bankruptcy protection on subsequent outcomes. Exploiting the random assignment of bankruptcy filings to judges, we find that Chapter 13 protection increases annual earnings by $5,562, decreases five-year mortality by 1.2 percentage points, and decreases five-year foreclosure rates by 19.1 percentage points. These results come primarily from the deterioration of outcomes among dismissed filers, not gains by granted filers.
C1 [Dobbie, Will] Princeton Univ, Ind Relat Sect, Firestone Lib, Princeton, NJ 08544 USA.
   [Song, Jae] Social Secur Adm, Falls Church, VA 22041 USA.
RP Dobbie, W (reprint author), Princeton Univ, Ind Relat Sect, Firestone Lib, Princeton, NJ 08544 USA.
EM wdobbie@princeton.edu; jae.song@ssa.gov
FU Multidisciplinary Program on Inequality and Social Policy; Taubman
   Center for State and Local Government; Terence M. Considine Fellowship
   through the John M. Olin Center for Law, Economics, and Business at
   Harvard Law School
FX We are extremely grateful to Raj Chetty, Roland Fryer, Edward Glaeser,
   and Lawrence Katz at Harvard, and Gerald Ray and David Foster at the
   Social Security Administration for their help and support. We also thank
   Tal Gross, Matthew Notowidigdo, and Jialan Wang for providing the
   bankruptcy data used in this analysis, and Joseph Altonji, Sam Asher,
   Adrien Auclert, David Autor, Lanier Benkard, David Deming, Joseph Doyle,
   John Friedman, Peter Ganong, Paul Goldsmith-Pinkham, Joshua Goodman,
   Adam Guren, Guido Imbens, David Laibson, Robert Lawless, Adam Levitin,
   Brigitte Madrian, Neale Mahoney, Sendhil Mullainathan, Antoinette
   Schoar, Steven Shavell, Jorg Spenkuch, Jeremy Tobacman, Danny Yagan,
   Crystal Yang, and numerous seminar participants for helpful comments and
   suggestions. Elijah De la Campa, Kwabena Donkor, Rebecca Sachs, and
   Jessica Wagner provided outstanding research assistance. Financial
   support from the Multidisciplinary Program on Inequality and Social
   Policy, the Taubman Center for State and Local Government, and the
   Terence M. Considine Fellowship through the John M. Olin Center for Law,
   Economics, and Business at Harvard Law School is gratefully
   acknowledged. Any opinions expressed herein are those of the authors and
   not those of the Social Security Administration. The authors declare
   that they have no relevant or material financial interests that relate
   to the research described in this paper.
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NR 64
TC 40
Z9 40
U1 3
U2 28
PU AMER ECONOMIC ASSOC
PI NASHVILLE
PA 2014 BROADWAY, STE 305, NASHVILLE, TN 37203 USA
SN 0002-8282
EI 1944-7981
J9 AM ECON REV
JI Am. Econ. Rev.
PD MAR
PY 2015
VL 105
IS 3
BP 1272
EP 1311
DI 10.1257/aer.20130612
PG 40
WC Economics
SC Business & Economics
GA CE5KI
UT WOS:000351872000011
DA 2020-02-20
ER

PT J
AU Koivunen, T
   Tuorila, H
AF Koivunen, Tuija
   Tuorila, Helena
TI Consumer trust relations with payment cards and banks: an exploratory
   study
SO INTERNATIONAL JOURNAL OF CONSUMER STUDIES
LA English
DT Article
DE Banks; consumer complaints; payment cards; qualitative study; trust
ID LOYALTY
AB The article focuses on the ways in which consumer complaints reflect the trust relationship between consumers, payment cards and banks from the consumers' point of view. The empirical data consist of consumer complaints from Finland and are analysed with qualitative method. The data show that consumers use payment cards in various places for different purposes at home and abroad at least until something unexpected and problematic happens. According to the consumer complaints, in problem situations, the banks blame the consumers and categorically deny their responsibility. Negligence on the part of the consumers and questions concerning technology are the major reason for distrust concerning the reliability of payment cards. These findings provide bases for practical guidelines to increase trust in payment cards and, finally, implications for consumer education are discussed.
C1 [Koivunen, Tuija] Univ Tampere, Sch Social Sci & Humanities, FI-33014 Tampere, Finland.
   [Tuorila, Helena] Finnish Competit & Consumer Author, Helsinki, Finland.
RP Koivunen, T (reprint author), Univ Tampere, Sch Social Sci & Humanities, Linna Bldg, FI-33014 Tampere, Finland.
EM tuija.koivunen@uta.fi
RI Koivunen, Tuija/V-5738-2019
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NR 38
TC 3
Z9 3
U1 1
U2 12
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1470-6423
EI 1470-6431
J9 INT J CONSUM STUD
JI Int. J. Consum. Stud.
PD MAR
PY 2015
VL 39
IS 2
BP 85
EP 93
DI 10.1111/ijcs.12154
PG 9
WC Business
SC Business & Economics
GA CB9RV
UT WOS:000349971000001
DA 2020-02-20
ER

PT J
AU Chahal, H
   Dutta, K
AF Chahal, Hardeep
   Dutta, Kamani
TI Measurement and impact of customer experience in banking sector
SO DECISION
LA English
DT Article
DE Customer experience; Satisfaction; Word of mouth; Loyalty; Brand equity
ID SATISFACTION
AB The purpose of the study is to measure customer experience and its impact on satisfaction, brand equity and word of mouth in banking sector. The study design is based on qualitative as well as quantitative research methods. About 300 questionnaires were distributed in Jammu City using area sampling. Of which, 180 (i.e. 60 %) questionnaires were found to be properly filled. Based on the study results, customers have given the highest priority to CAB (cognitive, affective and behavioural) factor followed by relational experience and sensory experience which have significant impact in creating customer experience. This paper also established robust relationship of customer experience with satisfaction, brand equity and word of mouth, but precautions need to be considered for generalisation as the overall model is found to be marginally fit. The study is conducted amidst a number of limitations and paves way for future research directions. Being primarily focused on Jammu customers' perceptions towards banking services, its results need to be validated in different regions across India and globe and across different service sectors. Further, future efforts can also be focused on identifying delightful and terrible factors that affect customer experience from the employees' view point. Furthermore, various supportive factors, such as access, choice and information, and contextual factors, such as past experience and risk, that impact customer experience are not examined in the study, which can pave way for significant future directions in the field. Furthermore, impact of customers' favourable and unfavourable service experiences on value perceptions, switching propensity, and future behaviour and competitive can be studied in future.
C1 [Chahal, Hardeep; Dutta, Kamani] Univ Jammu, Dept Commerce, Jammu 180006, India.
RP Chahal, H (reprint author), Univ Jammu, Dept Commerce, Jammu 180006, India.
EM chahalhardeep@rediffmail.com; duttakamini11@gmail.com
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NR 47
TC 15
Z9 15
U1 3
U2 10
PU SPRINGER INDIA
PI NEW DELHI
PA 7TH FLOOR, VIJAYA BUILDING, 17, BARAKHAMBA ROAD, NEW DELHI, 110 001,
   INDIA
SN 0304-0941
EI 2197-1722
J9 DECISION
JI Decision
PD MAR
PY 2015
VL 42
IS 1
BP 57
EP 70
DI 10.1007/s40622-014-0069-6
PG 14
WC Management
SC Business & Economics
GA VA0CK
UT WOS:000409573900006
DA 2020-02-20
ER

PT J
AU Ashill, NJ
   Rod, M
   Gibbs, T
AF Ashill, Nicholas J.
   Rod, Michel
   Gibbs, Tanya
TI Coping with stress: A study of retail banking service workers in Russia
SO JOURNAL OF RETAILING AND CONSUMER SERVICES
LA English
DT Article
DE Emotional exhaustion; Self-directed coping; Other-directed coping;
   Collectivist; Job performance
ID EMOTIONAL EXHAUSTION; JOB-PERFORMANCE; SOCIAL SUPPORT; SELF-CONSTRUALS;
   MEDIATING ROLE; MENTAL-HEALTH; BURNOUT; EMPLOYEES; STRATEGIES; RESOURCES
AB This study extends previous research on the antecedents and outcomes of frontline employee (FLE) burnout by empirically resting the direct and moderating effects of two coping strategies in a job demand stress strain (burnout) job performance model using data from a large Russian retail bank. Contrary to Findings from North American-Western research and more limited studies of countries where collectivist values are emphasized, the study Findings show that emotional exhaustion plays 110 mediating role in the job demand stressors-job performance relationship. Self-directed coping buffers the dysfunctional effects of job demand stressors on emotional exhaustion whereas 'other-directed' coping buffers the job demand stressors to job performance relationship. Implications of the results are discussed and future research avenues are offered. (C) 2014 Elsevier Ltd. All rights reserved.
C1 [Ashill, Nicholas J.; Gibbs, Tanya] Amer Univ Sharjah, Sch Business & Management, Sharjah, U Arab Emirates.
   [Rod, Michel] Carleton Univ, Sprott Sch Business, Ottawa, ON K1S 5B6, Canada.
RP Ashill, NJ (reprint author), Amer Univ Sharjah, Sch Business & Management, POB 26666, Sharjah, U Arab Emirates.
EM nashill@aus.edu; Michel.Rod@carleton.ca; tgibbs@aus.edu
OI Rod, Michel/0000-0003-2667-9915
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NR 142
TC 5
Z9 6
U1 0
U2 24
PU ELSEVIER SCI LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, OXON, ENGLAND
SN 0969-6989
EI 1873-1384
J9 J RETAIL CONSUM SERV
JI J. Retail. Consum. Serv.
PD MAR
PY 2015
VL 23
BP 58
EP 69
DI 10.1016/j.jretconser.2014.12.006
PG 12
WC Business
SC Business & Economics
GA CN0EV
UT WOS:000358087800007
DA 2020-02-20
ER

PT J
AU Widana, GO
   Wiryono, SK
   Purwanegara, MS
   Toha, M
AF Widana, Gusti Oka
   Wiryono, Sudarso Kaderi
   Purwanegara, Mustika Sufiati
   Toha, Mohamad
TI EXPLORING THE IMPACT OF ISLAMIC BUSINESS ETHICS AND RELATIONSHIP
   MARKETING ORIENTATION ON BUSINESS PERFORMANCE: THE ISLAMIC BANKING
   EXPERIENCE
SO ASIAN ACADEMY OF MANAGEMENT JOURNAL
LA English
DT Article
DE relationship marketing; Islamic business ethics; Islamic bank
ID RELATIONSHIP QUALITY; TRUST; COMMITMENT
AB Relationship marketing emphasises the importance of building and maintaining long-term relationships with customers. Relationship marketing is strategic for banking institutions to have a better position in the market and to secure continuous banking relationships. Relationship marketing has inherently strong ethical roots. There is a positive relationship between ethics and relationship marketing because ethical principles constitute a precondition for creating the climate of collaboration necessary for successful relationship marketing. Islamic banking is created under Islamic law and is frequently considered ethical banking. To succeed in competition with conventional banks, Islamic banks must offer unique services and products differentiated by the implementation of Islamic business ethics. There is an opportunity for future empirical research to understand the relationship of Islamic business ethics to relationship marketing in creating the superior performance of Islamic banking. This study offers a conceptual model for this empirical research.
C1 [Widana, Gusti Oka; Wiryono, Sudarso Kaderi; Purwanegara, Mustika Sufiati; Toha, Mohamad] Inst Teknol Bandung, Sch Business Management, Jl Ganesha 10, Bandung 40132, Jawa Barat, Indonesia.
RP Widana, GO (reprint author), Inst Teknol Bandung, Sch Business Management, Jl Ganesha 10, Bandung 40132, Jawa Barat, Indonesia.
EM gusti.ngurah@sbm-itb.ac.id
CR Abd Rahman Z., 2007, DIFFERENCES ISLAMIC
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NR 76
TC 2
Z9 2
U1 0
U2 8
PU PENERBIT UNIV SAINS MALAYSIA
PI PULAU PINANG
PA PENERBIT UNIVERSITI SAINS MALAYSIA, PULAU PINANG, PINANG 11800, MALAYSIA
SN 1394-2603
EI 1985-8280
J9 ASIAN ACAD MANAG J
JI Asian Acad. Manag. J.
PY 2015
VL 20
IS 1
BP 1
EP 25
PG 25
WC Management
SC Business & Economics
GA DT3PP
UT WOS:000381393600001
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Sreekumar
   Mahapatra, S
   Mahapatra, SS
AF Sreekumar
   Mahapatra, Sabita
   Mahapatra, S. S.
TI SERVICE QUALITY OF INDIAN BANKS: A FUZZY INFERENCE SYSTEM APPROACH
SO ASIAN ACADEMY OF MANAGEMENT JOURNAL
LA English
DT Article
DE service quality; fuzzy inference system; customer's perspective; banks;
   India
ID IMPLEMENTATION; MODEL
AB A major shift has been observed in the banking sector in recent times worldwide. The Indian banking sector has witnessed a massive transformation over the last few years due to the introduction of certain government policies. Banks are now considering the development of new service quality policies and strategies that promote customer satisfaction and loyalty. The present study attempts to evaluate the service quality of Indian banks from the customer's perspective. We propose a fuzzy inference system for predicting various dimensions of service and identifying deficient service dimensions that promote effective strategy design.
C1 [Sreekumar] Rourkela Inst Management Studies Rourkela, Rourkela 1769015, Orissa, India.
   [Mahapatra, Sabita] Indian Inst Management, Indore 453556, Madhya Pradesh, India.
   [Mahapatra, S. S.] Natl Inst Technol, Dept Mech Engn, Rourkela 769008, Orissa, India.
RP Mahapatra, S (reprint author), Indian Inst Management, Indore 453556, Madhya Pradesh, India.
EM sabita@iimidr.ac.in
RI Mahapatra, Siba Sankar/O-4447-2017
OI Mahapatra, Siba Sankar/0000-0002-9733-4685
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NR 84
TC 1
Z9 1
U1 0
U2 4
PU PENERBIT UNIV SAINS MALAYSIA
PI PULAU PINANG
PA PENERBIT UNIVERSITI SAINS MALAYSIA, PULAU PINANG, PINANG 11800, MALAYSIA
SN 1394-2603
EI 1985-8280
J9 ASIAN ACAD MANAG J
JI Asian Acad. Manag. J.
PY 2015
VL 20
IS 2
BP 59
EP 80
PG 22
WC Management
SC Business & Economics
GA DT3PV
UT WOS:000381394200003
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Danijela, V
   Jasminka, D
   Srecko, R
AF Danijela, Vukosavljevic
   Jasminka, Djurovic
   Srecko, Radojicic
TI Customer Satisfaction Impact on Banking Services and Relationship
   Management Innovation
SO INTERNATIONAL REVIEW
LA English
DT Article
DE Customer Satisfaction; Social Performance; Bank; Loans; Relationship
   Management
ID CONSUMER; EXPECTATIONS; PERFORMANCE; QUALITY
AB As changing the culture of the organization is one of the main assessments in a global competing environment, this paper has researched the importance of the customer satisfaction and relationship management in corporate policy of an financial institution, bank from Serbia. For that purpose are presented the core values of the customer satisfaction index and theories, on which the framework of the research is based. Customer Satisfaction Survey was carried out throughout the 2014, targeting all client segments and covering geographical regions where bank operates, based on a random sample, including 700 loan clients of the bank. As the part of the survey an investigating of clients' drop out reasons, has been realized too. Main findings supported the importance and the possible impact of the Satisfaction customer research results on deign of future services, innovations in products and relationship management of the bank has adopted Client Experience Standards after the survey, as well as Corporate Social Performance policy as framework documents for further permanent improving of customers conditions, access to financial services, relationship management and social responsibility of the institution, and contribution to the society.
C1 [Danijela, Vukosavljevic] Fac Business Econ & Entrepreneurship, Belgrade, Serbia.
   [Jasminka, Djurovic; Srecko, Radojicic] High Business Sch, Blace, Serbia.
RP Danijela, V (reprint author), Fac Business Econ & Entrepreneurship, Belgrade, Serbia.
EM vukas@eunet.rs; jasminka.djurovic@yahoo.com; s.radojicic@open.telekom.rs
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NR 30
TC 0
Z9 0
U1 0
U2 7
PU FAC BUSINESS ECONOMICS & ENTREPRENEURSHIP
PI BELGRADE
PA VOJVDE VLAHOVICA STR NO 35B, BELGRADE, 00000, SERBIA
SN 2217-9739
J9 INT REV
JI Int. Rev.
PY 2015
IS 1-2
BP 83
EP 93
PG 11
WC Economics
SC Business & Economics
GA DK8BH
UT WOS:000375151400009
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Walter, G
   Kenesei, B
AF Walter, Gyorgy
   Kenesei, Balazs
TI Innovative Banking Services for Centralised Corporate Cash Management
SO PUBLIC FINANCE QUARTERLY-HUNGARY
LA English
DT Article
DE corporate cash management; banking transaction services; cash pool;
   corporate banking
ID DEMAND
AB Corporate cash management is a significant area of classic corporate finance theory and practice. Within a corporate group it is almost impossible to implement centralised cash management without the specialised service of corporate banks or other financial institutions. The objective of the article is to present the growing role of such transaction services within corporate banks' organisations, and also to group and to analyse the continuously improving and developing "netting", "cash pool" and "information pool" banking products. It is a clear conclusion, that these services represent one of the most innovative and dynamically developing product-groups of contemporary corporate banks that need to keep up with the globalisation and regional expansion of their clientele. Finally, we present the main risk and regulatory considerations of product implementation.
EM gyorgy.walter@uni-corvinus.hu
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NR 29
TC 2
Z9 2
U1 0
U2 0
PU STATE AUDIT OFFICE HUNGARY
PI BUDAPEST
PA BECSI U 5, BUDAPEST, 1052, HUNGARY
SN 0031-496X
J9 PUBLIC FINANC Q-HUNG
JI Public Financ. Q.-Hung.
PY 2015
VL 60
IS 3
BP 312
EP 325
PG 14
WC Business, Finance
SC Business & Economics
GA DK8AB
UT WOS:000375147600002
DA 2020-02-20
ER

PT J
AU Geraldina, I
   Rossieta, H
   Utama, S
AF Geraldina, Ira
   Rossieta, Hilda
   Utama, Sidharta
TI Motives of Customer Deposits Window-Dressing in Indonesian Commercial
   Banks
SO ASIAN JOURNAL OF BUSINESS AND ACCOUNTING
LA English
DT Article
DE Customer Deposits; Financial Reporting; Indonesian Banks; Liquidity;
   Real Earnings Management; Window-Dressing
ID EARNINGS MANAGEMENT
AB This study examines the motives of Indonesian commercial banks to window-dress their customer deposits at the end of the financial year. Prior studies indicate that one of the motives is to maintain liquidity since an increase amount of customer deposits can result in a decrease to the loan to deposit ratio as well as improve year-end cash balance, indicated by the liquidity reserve requirement ratio. Using the panel data analysis method, this study employed 272 observations of conventional commercial banks in Indonesia from 2009-2011. The empirical results show that liquidity reserve requirement ratio as proxy for short-term banks' liquidity has negative effects on the level of banks' window-dressing. However, the results do not support the long-term liquidity motive. In addition, the results indicate that the tendency for banks to practise customer deposits window-dressing is higher among smaller banks than large banks. The results suggest that a bank's short-term bank liquidity ratio may not necessarily reflect the bank's true liquidity condition.
C1 [Geraldina, Ira] Indonesia Banking Sch, Dept Accounting STIE, Bandung, Indonesia.
   [Rossieta, Hilda; Utama, Sidharta] Univ Indonesia, Fac Econ & Business, Dept Accounting, Bandung, Indonesia.
RP Geraldina, I (reprint author), Indonesia Banking Sch, Dept Accounting STIE, Bandung, Indonesia.
EM ira.geraldina@ibs.ac.id; hilda.rosieta@ui.ac.id; sidharta.utama@ui.ac.id
OI Geraldina, Ira/0000-0003-2927-3654
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NR 20
TC 1
Z9 1
U1 0
U2 0
PU UNIV MALAYA, FAC BUSINESS & ACCOUNTANCY
PI KUALA LUMPUR
PA INST POSTGRADUATE STUDIES & RESEARCH, KUALA LUMPUR 50603, MALAYSIA
SN 1985-4064
EI 2180-3137
J9 ASIAN J BUS ACCOUNT
JI Asian J. Bus. Account.
PY 2015
VL 8
IS 2
BP 67
EP 90
PG 24
WC Business, Finance
SC Business & Economics
GA DG4BB
UT WOS:000372013800003
DA 2020-02-20
ER

PT J
AU Lee, SP
   Moghavvemi, A
AF Lee, Siew-Peng
   Moghavvemi, Andsedigheh
TI The Dimension of Service Quality and Its Impact on Customer
   Satisfaction, Trust, and Loyalty: A Case of Malaysian Banks
SO ASIAN JOURNAL OF BUSINESS AND ACCOUNTING
LA English
DT Article
DE Customer Loyalty; Customer Satisfaction; Image; Malaysia; Service
   Quality; Trust
ID CONSUMER PERCEPTIONS; ISLAMIC BANKS; IMAGE; COMMITMENT; MODEL;
   CONSEQUENCES; ANTECEDENTS; PRICE
AB Banking is an important industry in a nation but with the intense competition of various banks available, it is the services provided that crucially distinguishes the banks. Previous studies have examined the relationship between service quality, customer satisfaction, perceived value, loyalty, trust and image. These studies adopted the SERVQUAL model to measure service quality in banks which may be five dimensional. This study proposes to measure service quality by applying six dimensions: tangibles, empathy, reliability and security, price, online banking and convenience. These six dimensions are used to examine the relationship between service quality, perceived value, customer satisfaction, bank image, customer loyalty and customer trust among bank customers in the Klang Valley, Malaysia. Data were analysed by structural equation modelling (SEM) in order to test all the relationships between the variables in the model. The findings support the proposed hypotheses, which are consistent with the theoretical framework. The results indicate that the dimensions of tangibles, empathy, reliability and security, and online banking have a significant positive relationship with perceived value. The analyses show that service quality, customer satisfaction, bank image and trust are important determinants of loyalty.
C1 [Lee, Siew-Peng] Univ Tunku Abdul Rahman, Fac Accountancy & Management, Kuala Lumpur, Malaysia.
   [Moghavvemi, Andsedigheh] Univ Malaya, Fac Business & Accountancy, Kuala Lumpur, Malaysia.
RP Lee, SP (reprint author), Univ Tunku Abdul Rahman, Fac Accountancy & Management, Kuala Lumpur, Malaysia.
EM leesp@utar.edu.my; sedigheh@um.edu.my
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NR 83
TC 10
Z9 10
U1 0
U2 10
PU UNIV MALAYA, FAC BUSINESS & ACCOUNTANCY
PI KUALA LUMPUR
PA UNIB MALAYA, FAC BUSINESS & ACCOUNTANCY, KUALA LUMPUR 50603, MALAYSIA
SN 1985-4064
EI 2180-3137
J9 ASIAN J BUS ACCOUNT
JI Asian J. Bus. Account.
PY 2015
VL 8
IS 2
BP 91
EP 121
PG 31
WC Business, Finance
SC Business & Economics
GA DG4BB
UT WOS:000372013800004
DA 2020-02-20
ER

PT J
AU Perez, A
   del Bosque, IR
AF Perez, Andrea
   Rodriguez del Bosque, Ignacio
TI THE FORMATION OF CUSTOMER CSR PERCEPTIONS IN THE BANKING SECTOR: THE
   ROLE OF COHERENCE, ALTRUISM, EXPERTISE AND TRUSTWORTHINESS
SO INTERNATIONAL JOURNAL OF BUSINESS AND SOCIETY
LA English
DT Article
DE CSR Perceptions; CSR Coherence; Altruism; Expertise; Trustworthiness
ID CORPORATE SOCIAL-RESPONSIBILITY; CONSUMER ATTRIBUTIONS; IMPACT;
   CREDIBILITY; FRAMEWORK; ALLIANCE; FIT
AB The purpose of the authors in this paper is twofold. First, we aim to broaden the scope of analysis in the CSR-customer domain by testing the multidimensionality of CSR perceptions. We also define the role of CSR coherence, corporate altruism, expertise and trustworthiness in the formation of customer CSR perceptions. Results demonstrate that both altruism and CSR coherence directly influence CSR perceptions because of the scepticism of customers towards CSR. Corporate credibility dimensions -expertise and trustworthiness-have significant different effects on the formation of customer CSR perceptions so our results corroborate the necessity of analyzing these two dimensions as different concepts which affect corporate image in diverse ways.
C1 [Perez, Andrea; Rodriguez del Bosque, Ignacio] Univ Cantabria, Santander, Spain.
RP Perez, A (reprint author), Avda Castros S-N, Santander 39005, Cantabria, Spain.
EM perezran@unican.es
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NR 38
TC 4
Z9 4
U1 0
U2 5
PU UNIV MALAYSIA SARAWAK, FAC ECONOMICS & BUSINESS
PI SARAWAK
PA KOTA SAMARAHAN, SARAWAK, 94300, MALAYSIA
SN 1511-6670
J9 INT J BUS SOC
JI Int. J. Bus. Soc.
PD JAN
PY 2015
VL 16
IS 1
BP 75
EP 94
PG 20
WC Business
SC Business & Economics
GA CY6EH
UT WOS:000366500300005
DA 2020-02-20
ER

PT J
AU Chochol'akova, A
   Gabcova, L
   Belas, J
   Sipko, J
AF Chochol'akova, Anna
   Gabcova, Lenka
   Belas, Jaroslav
   Sipko, Juraj
TI BANK CUSTOMERS' SATISFACTION, CUSTOMERS' LOYALTY AND ADDITIONAL
   PURCHASES OF BANKING PRODUCTS AND SERVICES. A CASE STUDY FROM THE CZECH
   REPUBLIC
SO ECONOMICS & SOCIOLOGY
LA English
DT Article
DE commercial bank; bank customers' satisfaction; loyalty of bank clients;
   additional purchases of banking products and services
ID SWITCHING COSTS; QUALITY; PERFORMANCE; RECOVERY; INDUSTRY; CONTEXT;
   SECTOR; IMPACT; PRICE
AB The aim of this article was to examine and quantify 1) the dependence of additional purchases of banking products from customer loyalty and 2) dependence of bank clients' loyalty from their satisfaction with the bank's customer service. The respondents from our research in 2014 were divided into satisfied (loyal) and dissatisfied (disloyal) banking clients. Their attitudes in the area of loyalty and additional purchases of banking products were compared. Differences in attitudes were examined by means of Pearson statistics. It was found that satisfied customers were significantly more likely to recommend their bank to their friends, they often considered that they would use their bank in the future and they were more resistant to offers from other banks. Loyal customers are more interested in the services of their own banks when considering investments in the financial market, keep their savings in their own bank, take out mortgage loans from their own bank and use other banking products and services offered by their own bank the intensity of customer loyalty reflects the likelihood that customers will purchase additional banking products. According to the results of our research, with the different intensities the loyalty of customers is transforming into a potential purchase of additional banking products. The greatest potential interest of the bank customers was in keeping their own savings in the bank and mortgage loans. The intensity of interest in the purchase of financial investments and other products was relatively low.
C1 [Chochol'akova, Anna; Gabcova, Lenka; Belas, Jaroslav] Tomas Bata Univ Zlin, Fac Econ & Management, Dept Enterprise Econ, Zlin, Czech Republic.
   [Sipko, Juraj] Paneuropean Univ, Fac Econ & Business, Bratislava, Slovakia.
RP Chochol'akova, A (reprint author), Tomas Bata Univ Zlin, Fac Econ & Management, Dept Enterprise Econ, Zlin, Czech Republic.
EM chocholakova@fame.utb.cz; gabcova@fame.utb.cz; belas111@gmail.com;
   jurajsipko@gmail.com
RI Chocholakova, Anna/E-8228-2013
FU FaME TBU [025/IGA/FaME/2015]; Agency of FaME TBU [005/IGA/FaME/2014]
FX The authors are thankful to the Internal Grant Agency of FaME TBU No.
   025/IGA/FaME/2015: The possibilities of the financial performance growth
   for commercial banks in the context of the credit risk of SME and the
   customer satisfaction, for financial support to carry out this
   research.; Authors are thankful to the Internal Grant Agency of FaME TBU
   No. 005/IGA/FaME/2014: Optimization of parameters of the financial
   performance of the commercial bank, for financial support to carry out
   this research.
CR Baumann C, 2012, J SERV MARK, V26, P148, DOI 10.1108/08876041211223951
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NR 30
TC 5
Z9 5
U1 1
U2 10
PU CENTER SOCIOLOGICAL RESEARCH
PI SZCZECIN
PA MICKIEWICZA STR, 64, SZCZECIN, 71-101, POLAND
SN 2071-789X
EI 2306-3459
J9 ECON SOCIOL
JI Econ. Sociol.
PY 2015
VL 8
IS 3
BP 82
EP 94
DI 10.14254/2071-789x.2015/8-3/6
PG 13
WC Economics
SC Business & Economics
GA CX4QE
UT WOS:000365684600006
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Belas, J
   Chochol'akova, A
   Gabcova, L
AF Belas, Jaroslav
   Chochol'akova, Anna
   Gabcova, Lenka
TI SATISFACTION AND LOYALTY OF BANKING CUSTOMERS: A GENDER APPROACH
SO ECONOMICS & SOCIOLOGY
LA English
DT Article
DE satisfaction of banking customers; loyalty; gender approach; factors of
   customer satisfaction; purchasing of other products
ID SERVICE-PROFIT CHAIN; FINANCIAL SERVICES; JOB-SATISFACTION; SWITCHING
   COSTS; INDUSTRY; PERFORMANCE; QUALITY; DRIVERS; SECTOR
AB Bank customer satisfaction is a hot topic of current scientific research for many reasons. In response to the negative impact of the recent financial crisis of 2008, the public has become very sensitive to all aspects of commercial bank activity. Banks are looking for ways to increase their financial performance. Researchers are trying to find the main determinants of bank customer satisfaction and examine these issues from different perspectives. The aim of our research was to investigate the relationship between gender and the major attributes of satisfaction and loyalty of the banking clients. In this context, we investigated at the same time whether there were statistically significant differences between the genders depending on age and education. Bank customer satisfaction research was conducted through a questionnaire survey on a sample of 459 respondents in the Czech Republic in 2014, of which 44% were men and 56% were women. We found that women relative to men prefer the following satisfaction factors: quality of banking products and services and convenient and friendly service in a branch. More women than men believe that the bank staff has a genuine interest in understanding their financial needs. In our research, women have more often reported that their bank's staff would explain to them the advantages and disadvantages of the bank products that were of interest to them. In addition, it was found that women are more loyal to their banks than men.
C1 [Belas, Jaroslav; Chochol'akova, Anna; Gabcova, Lenka] Tomas Bata Univ Zlin, Fac Econ & Management, Zlin, Czech Republic.
RP Belas, J (reprint author), Tomas Bata Univ Zlin, Fac Econ & Management, Zlin, Czech Republic.
EM belas111@gmail.com; bartos@fame.utb.cz; gabcova@fame.utb.cz
RI Chocholakova, Anna/E-8228-2013
FU Internal Grant Agency of FaME TBU [025/IGA/FaME/2015, 005/IGA/FaME/2014]
FX The authors are thankful to the Internal Grant Agency of FaME TBU No.
   025/IGA/FaME/2015: The possibilities of the financial performance growth
   for commercial banks in the context of the credit risk of SME and the
   customer satisfaction, for financial support to carry out this
   research.; Authors are thankful to the Internal Grant Agency of FaME TBU
   No. 005/IGA/FaME/2014: Optimization of parameters of the financial
   performance of the commercial bank, for financial support to carry out
   this research.
CR Babakus E, 2003, J ACAD MARKET SCI, V31, P272, DOI 10.1177/0092070303031003005
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   Gelade GA, 2005, J OCCUP ORGAN PSYCH, V78, P1, DOI 10.1348/096317904X22926
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   Kamakura WA, 2002, MARKET SCI, V21, P294, DOI 10.1287/mksc.21.3.294.140
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NR 34
TC 8
Z9 8
U1 0
U2 17
PU CENTER SOCIOLOGICAL RESEARCH
PI SZCZECIN
PA MICKIEWICZA STR, 64, SZCZECIN, 71-101, POLAND
SN 2071-789X
EI 2306-3459
J9 ECON SOCIOL
JI Econ. Sociol.
PY 2015
VL 8
IS 1
BP 176
EP 188
DI 10.14254/2071-789X.2015/8-1/14
PG 13
WC Economics
SC Business & Economics
GA CW9ZQ
UT WOS:000365357100015
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Koloor, HR
AF Koloor, Hossein Rahimi
TI Developing a communication model between banking services quality via
   mediating variables of quality of relationship with customers and
   satisfaction with customer loyalty: A case study of Tejarat Bank
SO INTERNATIONAL JOURNAL OF ORGANIZATIONAL LEADERSHIP
LA English
DT Article
DE Loyalty; Customer Orientation; Customer Satisfaction; Structural
   Equation Modeling (SEM); Tejarat Bank
AB This study develops a communication model. The purpose of this research was designing a regression model and developing a structural equation modeling (SEM) for earning loyalty of Tejarat Bank customers. Given this concept, a questionnaire was designed and distributed among branches of Tejarat Bank in Ardabil. The data analyzed using LISREL software within the framework of path analysis using SEM model. Research results suggested that the quality of banking services, customer satisfaction, and the quality of bank relationship with customers had the most effects on customer loyalty, respectively. The findings of the study are discussed in detail. (C) AIMI Journals
C1 Univ Mohaghegh Ardabili, Ardebil, Iran.
RP Koloor, HR (reprint author), Univ Mohaghegh Ardabili, Ardebil, Iran.
EM h_clever@uma.ac.ir
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NR 29
TC 0
Z9 0
U1 0
U2 6
PU ARDABIL INDUSTRIAL MANAGEMENT INST
PI ARDABIL
PA MODIRIAT ST-KARSHENASAN TOWNSHIP, ARDABIL, 5615873111, IRAN
SN 2383-1103
EI 2345-6744
J9 INT J ORGAN LEADERSH
JI Int. J. Organ. Leadersh.
PY 2015
VL 4
IS 1
BP 86
EP 99
PG 14
WC Management
SC Business & Economics
GA CT5DC
UT WOS:000362826700007
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Jain, S
   Jain, SK
AF Jain, Sonali
   Jain, Sanjay K.
TI Does outcome quality matter? An investigation in the context of banking
   services in an emerging market
SO JOURNAL OF CONSUMER MARKETING
LA English
DT Article
DE SERVQUAL; Service quality; Functional quality; Outcome quality; Service
   quality in Indian banks
ID CUSTOMER SATISFACTION; MODEL; REASSESSMENT; EXPECTATIONS; RETENTION
AB Purpose - This paper aims to measure outcome quality in banks in India and to make a comparative assessment of its influence on customer service quality perceptions. Though both functional quality (i.e. how service is delivered) and outcome quality (i.e. what is delivered) are important aspects of service quality, it is the functional quality which has primarily been the focus of past studies.
   Design/methodology/approach - The data used in the study are based on a survey of bank customers located in Delhi and National Capital Region. Using the exploratory factor analysis and confirmatory factor analysis, validity and dimensionality of the multi-item functional and outcome quality scales used in the study were assessed. A structural model of relationships of functional and outcome quality with overall service quality was tested through use of the structural equation modeling (SEM) approach.
   Findings - The study finds outcome quality as being a significant and major determinant of customer service quality perceptions in banks. Inclusion of outcome quality in the analysis is, moreover, found to be helpful in capturing more exhaustively the variations present in customer overall service quality perceptions.
   Research limitations/implications - Both the functional and outcome quality in the study have been measured through scales adapted from past studies. But the same have not been found able to fully capture variations in customer service quality perceptions. More psychometrically sound scales to measure functional and outcome quality are needed. Studies in both the developing and developed countries and additional service sectors are called for to increase the generalizability of the study findings. Furthermore, nomological validity of the outcome quality scale needs to be investigated by relating it with other anent constructs, such as customer satisfaction and their behavioral intentions.
   Practical implications - Instead of simply remaining preoccupied with functional quality, i.e. process or how part of service delivery, bank management also needs to gauze customer outcome quality perceptions (i.e. what the customers think they are eventually getting out of their transactions with the service provider) and exercise due care to see that customers in fact are getting the core banking tasks performed for which they approach the banks in the first instance.
   Originality/value - Present study is first of its kind in investigating role of outcome quality in banking services sector in the context of an emerging market like India. Use of SEM for analyzing both the measurement and structural models constitutes another noteworthy feature of the study.
C1 [Jain, Sonali] Univ Delhi, Bharati Coll, Dept Commerce, Delhi 110007, India.
   [Jain, Sanjay K.] Univ Delhi, Delhi Sch Econ, Dept Commerce, Delhi 110007, India.
RP Jain, S (reprint author), Univ Delhi, Bharati Coll, Dept Commerce, Delhi 110007, India.
EM sonalijain111@gmail.com
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NR 81
TC 1
Z9 1
U1 0
U2 16
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0736-3761
EI 2052-1200
J9 J CONSUM MARK
JI J. Consum. Mark.
PY 2015
VL 32
IS 5
SI SI
BP 341
EP 355
DI 10.1108/JCM-10-2014-1169
PG 15
WC Business
SC Business & Economics
GA CQ4LK
UT WOS:000360576200003
DA 2020-02-20
ER

PT J
AU Ghosh, P
   Rai, A
   Chauhan, R
   Gupta, N
   Singh, A
AF Ghosh, Piyali
   Rai, Alka
   Chauhan, Ragini
   Gupta, Nitika
   Singh, Anamika
TI Exploring the moderating role of context satisfaction between job
   characteristics and turnover intention of employees of Indian public
   sector banks
SO JOURNAL OF MANAGEMENT DEVELOPMENT
LA English
DT Article
DE Employee behaviour; Job design; Empirical study
ID WORK DESIGN; MODEL; PERFORMANCE; MOTIVATION; ATTITUDES; BURNOUT
AB Purpose - An employee's satisfaction with the work context may affect her/his perception of the organization and may hence be a predictor of her/his intention to leave. The purpose of this paper is to explore the possible mediating role of context satisfaction between employees' perception of job characteristics and their turnover intention and rests on the Job Characteristics Model (JCM).
   Design/methodology/approach - Hierarchical regression analysis was used to test the moderation hypothesis on sample data of 214 employees of 19 public sector banks in India. The population comprised both junior and middle management grade employees as these are expected to succeed retiring middle and senior management employees.
   Findings - Findings suggest that in addition to enriched jobs, context satisfaction is critical to establish a positive environment to lessen turnover intention of employees. This highlights the need for a positive and supportive work context to maximize the benefits of jobs with positive characteristics.
   Originality/value - The study is important for academicians and practitioners alike as it is evidence to the underlying process of how perception towards job characteristics together with work context as a less researched construct of JCM may influence intention to quit. The findings find relevance in the Indian banking sector, where retaining talent is a major challenge.
C1 [Ghosh, Piyali; Rai, Alka; Chauhan, Ragini] Motilal Nehru Natl Inst Technol, Sch Management Studies, Allahabad, Uttar Pradesh, India.
   [Gupta, Nitika] Polaris Software Technol Ltd, Gurgaon, India.
   [Singh, Anamika] Coal India Ltd, Ranchi, Bihar, India.
RP Ghosh, P (reprint author), Motilal Nehru Natl Inst Technol, Sch Management Studies, Allahabad, Uttar Pradesh, India.
EM piyali2602@gmail.com
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NR 48
TC 9
Z9 9
U1 1
U2 17
PU EMERALD GROUP PUBLISHING LIMITED
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0262-1711
EI 1758-7492
J9 J MANAG DEV
JI J. Manag. Dev.
PY 2015
VL 34
IS 8
BP 1019
EP 1030
DI 10.1108/JMD-10-2014-0138
PG 12
WC Management
SC Business & Economics
GA CQ4LW
UT WOS:000360577400009
DA 2020-02-20
ER

PT J
AU Perez, A
   del Bosque, IR
AF Perez, Andrea
   Rodriguez del Bosque, Ignacio
TI Customer responses to the CSR of banking companies
SO JOURNAL OF PRODUCT AND BRAND MANAGEMENT
LA English
DT Article
DE Satisfaction; Emotions; Loyalty; CSR perceptions; Identification;
   Commercial banks; Savings banks
ID CORPORATE SOCIAL-RESPONSIBILITY; CONSUMER REACTIONS; PERFORMANCE;
   IDENTITY; PERCEPTIONS; SERVICE; SCALE; IMAGE; MODEL
AB Purpose - The purpose of this paper is to apply a thoroughly tested model to the study of how corporate social responsibility (CSR) perceptions impact customers' affective and behavioural responses in the banking industry. As a contribution to the previous literature, the moderating role of the type of company (savings banks vs. commercial banks) in the conceptual model is explored.
   Design/methodology/approach - A structural equation model is tested with information collected from 648 customers of savings banks and 476 customers of commercial banks.
   Findings - The findings demonstrate that CSR perceptions positively impact customer identification with the banking company, emotions, satisfaction, recommendation and repurchase behaviours in both samples. However, CSR is perceived differently by customers depending on the type of banking company that implements it. Thus, its effects on customers' affective and behavioural responses are different.
   Practical implications - Practitioners should not try to promote the best CSR approach for a standardised organisation, regardless of its special industry characteristics. They should be aware of the differences customers perceive in companies to adapt their CSR initiatives to the expectations of their targets.
   Originality/value - The contributions of the paper are two-fold. On the one hand, the banking industry has been scarcely explored by previous scholars. On the other hand, the authors explain the role that the type of banking company plays in the conceptual model proposed in the paper because significant differences are observed among savings bank customers and commercial bank customers concerning their affective and behavioural responses to CSR perceptions.
C1 [Perez, Andrea; Rodriguez del Bosque, Ignacio] Univ Cantabria, Mkt, E-39005 Santander, Spain.
RP Perez, A (reprint author), Univ Cantabria, Mkt, E-39005 Santander, Spain.
EM perezran@unican.es
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NR 49
TC 6
Z9 6
U1 2
U2 13
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1061-0421
EI 2054-1643
J9 J PROD BRAND MANAG
JI J. Prod. Brand Manag.
PY 2015
VL 24
IS 5
BP 481
EP 493
DI 10.1108/JPBM-12-2014-0759
PG 13
WC Business; Management
SC Business & Economics
GA CQ4MG
UT WOS:000360578400006
DA 2020-02-20
ER

PT J
AU George, E
   Zakkariya, KA
AF George, Elizabeth
   Zakkariya, K. A.
TI Job related stress and job satisfaction: a comparative study among bank
   employees
SO JOURNAL OF MANAGEMENT DEVELOPMENT
LA English
DT Article
DE Employees; Job satisfaction; Banking sector; Job-related stress
ID ORGANIZATIONAL CITIZENSHIP BEHAVIOR; PERSONALITY; PERFORMANCE;
   ADAPTATION; TURNOVER; SUPPORT; WORK
AB Purpose - The purpose of this paper is to examine whether job satisfaction and job-related stress differ among employees of different banking sectors.
   Design/methodology/approach - Questionnaire were administered to 337 employees from various banks belonging to private sector, public sector and new generation banks. One way ANOVA was conducted to find out whether job satisfaction and job relates stress varied on the basis of three different sectors of banks. Further post hoc test was conducted to find out which sector differs significantly.
   Findings - Results indicated that employees of different sectors of bank had different level of job satisfaction and job-related stress. Further it was revealed that public sector banks have lower job-related stress when compared to private sector banks and new generation banks; and higher job satisfaction when compared to new generation banks.
   Practical implications - With the rapid developments and competition in banks, measures should be taken in private sector banks and new generations banks to reduce job-related stress and enhance job satisfaction level of employees. This may also result in increased quality of services and reduced labour turnover in banks.
   Originality/value - The study is original and empirical in nature. It shows that the job satisfaction and job-related stress differ among employees of different groups of banks in the banking sector. If banking sector is considered as a true representative of the service sector, the results of this study has wider implication in the service industry as a whole.
C1 [George, Elizabeth] Adi Shankara Inst Engn & Technol, Dept Management Studies, Kalady, Kerala, India.
   [Zakkariya, K. A.] Cochin Univ Sci & Technol, Sch Management Studies, Cochin, Kerala, India.
RP George, E (reprint author), Adi Shankara Inst Engn & Technol, Dept Management Studies, Kalady, Kerala, India.
EM elizabethgeorge04@gmail.com
RI K.A., Zakkariya/J-2750-2014
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NR 61
TC 14
Z9 15
U1 2
U2 21
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0262-1711
EI 1758-7492
J9 J MANAG DEV
JI J. Manag. Dev.
PY 2015
VL 34
IS 3
BP 316
EP 329
DI 10.1108/JMD-07-2013-0097
PG 14
WC Management
SC Business & Economics
GA CH8XT
UT WOS:000354320600005
DA 2020-02-20
ER

PT J
AU Piha, LP
   Avlonitis, GJ
AF Piha, Lamprini P.
   Avlonitis, George J.
TI Customer defection in retail banking Attitudinal and behavioural
   consequences of failed service quality
SO JOURNAL OF SERVICE THEORY AND PRACTICE
LA English
DT Article
DE Customer defection; Customer dissatisfaction; Failed service quality
ID SATISFACTION; RETENTION; COMMITMENT; MEDIATION; IMPACT; MODEL;
   DISSATISFACTION; INDIVIDUALS; PERFORMANCE; LIKELIHOOD
AB Purpose - The purpose of this paper is to provide managers and researchers a comprehensive view of the root causes of customer departure and empirically test the attitudinal and behavioural consequences of failed service quality in a retail banking context.
   Design/methodology/approach - A quantitative study was conducted among retail banking customers who had defected from a large retail bank provider. Data from 989 usable responses to a questionnaire filled through a telephone survey were applied to model estimation through structural equation modelling.
   Findings - Findings demonstrate the effect of failed service quality on customers' negative attitudes towards the retail bank provider (dissatisfaction and lack of commitment), the direct negative impact of failed service quality on loyalty (the opposite of defection), as well as its indirect negative impact on loyalty through negative attitudes. The moderating role of customers' switching costs and subjective knowledge of the bank's products is revealed and the relative impact of each failed service quality factor on negative attitudes and behavioural intentions is assessed.
   Practical implications - Key areas causing customer dissatisfaction and eventually defection are shown to bank managers, providing direction for implementing strategies and mechanisms in order to effectively reduce the defection rate.
   Originality/value - The theoretical model, which was in large confirmed through the empirical data, offers for the first time empirical evidence regarding the extent to which the general categories of reasons to defect in a service context identified in the literature are indeed causing customer exit.
C1 [Piha, Lamprini P.; Avlonitis, George J.] Athens Univ Econ & Business, Dept Mkt & Commun, Athens, Greece.
RP Piha, LP (reprint author), Athens Univ Econ & Business, Dept Mkt & Commun, Athens, Greece.
EM lamprinipiha@aueb.gr
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NR 79
TC 9
Z9 9
U1 0
U2 22
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2055-6225
J9 J SERV THEOR PRACT
JI J. Serv. Theory Pract.
PY 2015
VL 25
IS 3
BP 304
EP 326
DI 10.1108/JSTP-04-2014-0080
PG 23
WC Business; Management
SC Business & Economics
GA CN8SX
UT WOS:000358714400004
DA 2020-02-20
ER

PT J
AU Wongsansukcharoen, J
   Trimetsoontorn, J
   Fongsuwan, W
AF Wongsansukcharoen, Jedsada
   Trimetsoontorn, Jirasek
   Fongsuwan, Wanno
TI Social CRM, RMO and business strategies affecting banking performance
   effectiveness in B2B context
SO JOURNAL OF BUSINESS & INDUSTRIAL MARKETING
LA English
DT Article
DE Social CRM; Structural equation modelling; Business-to-Business
   marketing; Banking performance effectiveness; Business strategies;
   Relationship marketing orientation
ID RELATIONSHIP MARKETING ORIENTATION; TRUST; SYSTEMS; CUSTOMERS; LOYALTY;
   IMPACT; POWER
AB Purpose - This paper aims to develop structural equation modelling of variables that affect the banking performance effectiveness of Thai Commercial Bank branches in the financial service sector by gathering quantitative data.
   Design/methodology/approach - The population of the study covers all 2,068 Thai Commercial Bank branches in Bangkok, Thailand. This research defined the Thai banks for data collection using stratified sampling (first step) and simple sampling (second step). Primary data were collected using a self-administered survey of 65 managers and 185 marketing officers. In the total sample, 69 (27.6 per cent) of the respondents were male and 181 (72.4 per cent) were female in the Thai Commercial Bank branches. The responses to the questions capturing focal constructs used a seven-point Likert scale. Data were analysed using confirmatory factor analysis and structural equation modelling.
   Findings - It was found that significant relationships existed between social customer relationship management (CRM), relationship marketing orientation (RMO) and business strategies and banking performance effectiveness. The key success factors of social CRM and relationship marketing orientation were found to have indirect influences on banking performance effectiveness through mediation of business strategies. Additionally, the results of this research show that social CRM and RMO have direct and indirect influences on banking performance effectiveness through the mediation of focus strategy or differentiation strategy (p < 0.001).
   Practical implications - Recent development of the digital communications in industrial marketing to achieve firm performance, chief executive officer, management officers and managers could consider setting managing and marketing plans for excellent performance, and long-term relationship by five steps.
   Originality/value - These results add performance effectiveness and long-term relationships with business-to-business (B2B) service industry and bank customers (both retail and public enterprises) to the factors needed to respond to the highly competitive situation at present, which will be even more important with the ASEAN Economic Community in 2015.
C1 [Wongsansukcharoen, Jedsada] Kasetsart Univ, Fac Management Sci, Chon Buri, Thailand.
   [Trimetsoontorn, Jirasek; Fongsuwan, Wanno] King Mongkuts Inst Technol Ladkrabang, Adm & Management Coll, Bangkok, Thailand.
RP Wongsansukcharoen, J (reprint author), Kasetsart Univ, Fac Management Sci, Si Racha Campus, Chon Buri, Thailand.
EM dr.jedsada@hotmail.com
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NR 82
TC 11
Z9 11
U1 4
U2 59
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0885-8624
EI 2052-1189
J9 J BUS IND MARK
JI J. Bus. Ind. Mark.
PY 2015
VL 30
IS 6
SI SI
BP 742
EP 760
DI 10.1108/JBIM-02-2013-0039
PG 19
WC Business
SC Business & Economics
GA CM0UG
UT WOS:000357393600006
DA 2020-02-20
ER

PT J
AU Antinolfi, G
   Carapella, F
   Kahn, C
   Martin, A
   Mills, DC
   Nosal, E
AF Antinolfi, G.
   Carapella, F.
   Kahn, C.
   Martin, A.
   Mills, D. C.
   Nosal, E.
TI Repos, fire sales, and bankruptcy policy
SO REVIEW OF ECONOMIC DYNAMICS
LA English
DT Article
DE Repos; Fire sales; Bankruptcy
AB This paper studies the optimal bankruptcy policy for repurchase agreements (repos) with respect to their exemption from the automatic stay of bankruptcy. The exemption from automatic stay has been one of the key contributors to the development of the repo market as a major source of funding for many financial market participants. At the same time the exemption has raised concerns that the default of a large institution could cause externalities on other markets, in the form of fire sales. We find that exempting repos from the automatic stay may increase the size of the repo market by enhancing the liquidity of collateral, but it can cause fire sales that are associated with reductions in real investment. Hence, policy makers face a trade-off between the benefits of investment activity and the benefits of liquid repo markets. Published by Elsevier Inc.
C1 [Antinolfi, G.] Washington Univ, St Louis, MO 63130 USA.
   [Carapella, F.; Mills, D. C.] Fed Reserve Board Governors, Washington, DC 20551 USA.
   [Kahn, C.] Univ Illinois, Urbana, IL 61801 USA.
   [Martin, A.] Fed Reserve Bank New York, New York, NY 10045 USA.
   [Nosal, E.] Fed Reserve Bank Chicago, Chicago, IL 60604 USA.
RP Carapella, F (reprint author), Board Governors Fed Reserve Syst, Washington, DC 20551 USA.
EM Francesca.Carapella@frb.gov
CR Acharya V. V., 2012, BANKRUPTCY EXE UNPUB
   Adrian T., 2012, REPO SECURITIES LEND
   Begalle Brian, 2013, RISK FIRE SALES TRIP
   Bolton P, 2011, 17599 NBER
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NR 18
TC 5
Z9 5
U1 0
U2 5
PU ACADEMIC PRESS INC ELSEVIER SCIENCE
PI SAN DIEGO
PA 525 B ST, STE 1900, SAN DIEGO, CA 92101-4495 USA
SN 1094-2025
EI 1096-6099
J9 REV ECON DYNAM
JI Rev. Econ. Dyn.
PD JAN
PY 2015
VL 18
IS 1
BP 21
EP 31
DI 10.1016/j.red.2014.06.002
PG 11
WC Economics
SC Business & Economics
GA CC1KC
UT WOS:000350098600003
DA 2020-02-20
ER

PT J
AU Lee, H
   Harindranath, G
   Oh, S
   Kim, DJ
AF Lee, Heejin
   Harindranath, G.
   Oh, Sangjo
   Kim, Dong-Jae
TI Provision of mobile banking services from an actor-network perspective:
   Implications for convergence and standardization
SO TECHNOLOGICAL FORECASTING AND SOCIAL CHANGE
LA English
DT Article
DE Actor-network theory; Mobile banking; Convergence; Alliance; Standards
   wars; Standardization
ID SECURITY
AB Continuous advancements in mobile technology allow mobile carriers and banks to offer mobile banking services. Such convergence of previously unrelated industries raises many complex issues. This paper examines the dynamics of competition and collaboration among mobile carriers, banks and other related parties for mobile banking in Korea during the burgeoning period of mobile banking in the early to mid-2000s. This period is when the idea of mobile banking was realised in practice and a variety of the parties involved criss-crossed each other to form a network of service provision. It presents an opportunity to examine the complex dynamics of network formation for convergence services and standardization. Since convergence and standardization is a process of merging and integrating multiple players into a new network or system, it is realised through the process of interactions among the players involved. Actor-network theory (ANT) is used as an interpretive lens to analyse this process. ANT helps analyse how actors form alliances and enrol other actors, including non-human actors (i.e. technology), in order to secure their interests. By analysing three specific actor networks that emerged during a formative period in Korea's mobile banking sector, this paper shows the significance of the processes involved in developing actor networks, and especially the role of non-human actors. Given the contemporary context of the ongoing smart phone wars, which shares many of the features of convergence and standard competition, the paper serves as a timely reminder of the role played by key actors and the networks they create. The paper presents some implications for technology management in convergence- and standardisation-related areas. (C) 2014 Elsevier Inc. All rights reserved.
C1 [Lee, Heejin; Kim, Dong-Jae] Yonsei Univ, Grad Sch Int Studies, Seoul 120749, South Korea.
   [Harindranath, G.] Univ London, Sch Management, Egham, Surrey, England.
   [Oh, Sangjo] Dongyang Mirae Univ, Dept E Business, Seoul, South Korea.
RP Lee, H (reprint author), Yonsei Univ, Grad Sch Int Studies, Seoul 120749, South Korea.
EM heejinmelb@yonsei.ac.kr; G.Harindranath@rhul.ac.uk
RI Oh, Sangjo/R-3251-2019; Harindranath, G/O-2428-2014
OI Harindranath, G/0000-0001-5148-9297
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NR 59
TC 25
Z9 25
U1 5
U2 30
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 360 PARK AVE SOUTH, NEW YORK, NY 10010-1710 USA
SN 0040-1625
EI 1873-5509
J9 TECHNOL FORECAST SOC
JI Technol. Forecast. Soc. Chang.
PD JAN
PY 2015
VL 90
BP 551
EP 561
DI 10.1016/j.techfore.2014.02.007
PN B
PG 11
WC Business; Regional & Urban Planning
SC Business & Economics; Public Administration
GA AY5IH
UT WOS:000347605400019
DA 2020-02-20
ER

PT J
AU Pezet, A
   Sponem, S
AF Pezet, Anne
   Sponem, Samuel
TI The role of accounting in the making of the bank customer: transferring
   capital 'd'une main OISIVE dans une main LABORIEUSE'
SO ACCOUNTING HISTORY REVIEW
LA English
DT Article
DE banks; Saint-Simonianism; internal accounting reports; nineteenth
   century
AB This article explores the role that accounting played in the development and transformation of a new banking model created at the end of the nineteenth century in a context influenced by the ideas of Saint-Simon. The Saint-Simonian doctrine emphasised the economic necessity to massively finance the growth of the industrial sector. Deposit banks such as the Credit Lyonnais were intended to drain dormant capital from savers, even the most modest, and direct it towards industry, the heart of economic activity. This development model required the implementation of an accounting system, in part non-financial, in order to manage the many customers and local branches. We will show how the accounting system revealed a significant increase in the overheads linked to the new economic model and how this triggered the emergence of a new figure, the paying customer, whose income was to be captured. Accounting played a decisive role in the transformation by showing the costs of the draining policy. This revelation led the Credit Lyonnais to draw away from the Saint-Simonian doctrine. Savers would gradually be transformed into paying customers subject to banking fees, prefiguring the bank of the twentieth century with its resolutely capitalist logic.
C1 [Pezet, Anne; Sponem, Samuel] HEC Montreal, Montreal, PQ, Canada.
RP Sponem, S (reprint author), HEC Montreal, Montreal, PQ, Canada.
EM samuel.sponem@hec.ca
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NR 64
TC 0
Z9 0
U1 0
U2 0
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 2155-2851
EI 2155-286X
J9 ACCOUNT HIST REV
JI Account. Hist. Rev.
PY 2015
VL 25
IS 2
BP 97
EP 120
DI 10.1080/21552851.2015.1052528
PG 24
WC Business
SC Business & Economics
GA V80NR
UT WOS:000212189800002
DA 2020-02-20
ER

PT J
AU Ozretic-Dosen, D
   Zizak, I
AF Ozretic-Dosen, Durdana
   Zizak, Ines
TI Measuring the quality of banking services targeting student population
SO EUROMED JOURNAL OF BUSINESS
LA English
DT Article
DE SERVQUAL; Service quality; Banking services; Student population
ID DOMINANCE ANALYSIS; PERCEPTIONS; EXPECTATIONS; CUSTOMERS
AB Purpose - The purpose of this paper is to examine the quality of the banking services in a rather neglected context, i.e. quality of banking services that target the student population. The goals were: to highlight the importance of student population as in the long run profitable market for personal banking services, to determine whether there are significant differences between student perceptions of and expectations from the quality of banking services as well as which dimensions students find to be the most significant and which the least significant in assessing the quality of banking services.
   Design/methodology/approach - A summary of the theoretical framework is followed by the results of a research using the SERVQUAL instrument.
   Findings - Despite a steady increase in the number of students over the past few years, bank managers have not yet realized their full potential. The results point to a gap in the quality of the banking services on all five dimensions of the SERVQUAL model. It is necessary to improve the banking service on all dimensions, and particularly with regard to "reliability," "assurance" and " responsiveness," in which the gap was observed to be the largest.
   Research limitations/implications - The research used a convenient sample. Therefore, it is impossible to generalize research findings based on the data processed, but only point to their being indicative.
   Practical implications - Banks should by no means neglect the student population that possesses information knowledge, essential for the use of modern banking services. Bank managers should pay more attention to the needs of this growing segment of potential highly profitable customers.
   Originality/value - The necessity to provide a more flexible response to the needs and requirements of students as a target market segment is discussed, along with potential importance of this segment for banks' future business operations.
C1 [Ozretic-Dosen, Durdana] Univ Zagreb, Dept Mkt, Fac Econ & Business, Zagreb, Croatia.
   [Zizak, Ines] Univ Zagreb, Fac Econ & Business, Zagreb, Croatia.
RP Ozretic-Dosen, D (reprint author), Univ Zagreb, Dept Mkt, Fac Econ & Business, Zagreb, Croatia.
EM dozretic@efzg.hr
RI Ozretic-Dosen, Durdana/P-2395-2015
OI Ozretic-Dosen, Durdana/0000-0001-5976-5866
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NR 86
TC 3
Z9 3
U1 1
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1450-2194
EI 1758-888X
J9 EUROMED J BUS
JI EuroMed J. Bus.
PY 2015
VL 10
IS 1
BP 98
EP 117
DI 10.1108/EMJB-01-2014-0002
PG 20
WC Business
SC Business & Economics
GA EP0WH
UT WOS:000397106900006
DA 2020-02-20
ER

PT J
AU Gunawardana, HMRSS
   Kulathunga, D
   Perera, WLMV
AF Gunawardana, H. M. R. S. S.
   Kulathunga, D.
   Perera, W. L. M. V.
TI Impact of Self Service Technology Quality on Customer Satisfaction: A
   Case of Retail Banks in Western Province in Sri Lanka
SO GADJAH MADA INTERNATIONAL JOURNAL OF BUSINESS
LA English
DT Article
DE commercial banks; SST quality; satisfaction; Sri Lanka
AB Rapid technological advancement in the banking environment drives Sri Lankan banks to adopt self-service technologies to deliver services via SMS banking, Internet banking and telephone banking facilities, Automated Teller Machines (ATM) etc. This study explored the perceived quality of the selfservice technology of these services and its effect on customer satisfaction. The literature survey and in depth interviews helped to formulate quality dimensions: security, efficiency, eases of use, reliability and convenience and those dimensions were assessed through a questionnaire. This study surveyed 215 customers from branches of six dominating commercial banks located in Western Province of Sri Lanka. Data were subjected to Principal Component Analysis and retained factors were regressed using multiple regressions to assess the impact of quality dimensions on customer satisfaction. The results revealed that reliability and convenience have positive impacts on customer satisfaction but efficiency has a negative effect.
C1 [Gunawardana, H. M. R. S. S.; Perera, W. L. M. V.] Univ Kelaniya, Fac Commerce & Management, Dept Mkt Management, Colombo, Sri Lanka.
   [Kulathunga, D.] Univ Sri Jayewardenepura, Fac Management Studies & Commerce, Dept Informat Technol, Nugegoda, Sri Lanka.
RP Gunawardana, HMRSS (reprint author), Univ Kelaniya, Fac Commerce & Management, Dept Mkt Management, Colombo, Sri Lanka.
EM sampath@kln.ac.lk
RI Hewa Malge, Rasika Sameera Sampath Gunawardana/A-2437-2016
OI Hewa Malge, Rasika Sameera Sampath Gunawardana/0000-0002-4580-8236
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NR 91
TC 4
Z9 4
U1 0
U2 4
PU GADJAH MADA UNIV, MASTER MANAGEMENT PROGRAM, FAC ECONOMICS & BUSINESS
PI YOGYAKARTA
PA JALAN PANCASILA,, YOGYAKARTA, 55281, INDONESIA
SN 1411-1128
EI 2338-7238
J9 GADJAH MADA INT J BU
JI Gadjah Mada Int. J. Bus.
PD JAN-APR
PY 2015
VL 17
IS 1
BP 1
EP 24
DI 10.22146/gamaijb.6147
PG 24
WC Business
SC Business & Economics
GA VB0XZ
UT WOS:000412777100001
OA Other Gold
DA 2020-02-20
ER

PT J
AU Jamshidi, D
   Hussin, N
   Wan, HL
AF Jamshidi, Dariyoush
   Hussin, Nazimah
   Wan, Hooi
TI Islamic banking services adoption as a new banking restructure Examining
   its adoption from the perspective of DOI theory and trust in Malaysia
SO HUMANOMICS
LA English
DT Review
DE Adoption; Trust; Islamic banking; Bank customers; Banking restructures;
   Islamic economic; Islamic banking services
ID INTERNET BANKING; PERCEIVED USEFULNESS; USER ACCEPTANCE; TECHNOLOGY;
   PERCEPTION; MODEL; DIFFUSION; DRIVERS; RISK
AB Purpose - This study aims to identify the main influential factors of Islamic banking services adoption in Malaysia. Islamic banking as a new banking method represents its multiple services around the world. Different groups of bank customers use these services in their daily financing and banking activities. However, the usage and adoption rate of these services in Malaysia seems to be under expected level.
   Design/methodology/approach - Therefore, this study attempts to discover the main influential factors of Islamic banking services adoption in Malaysia as a country with the dual banking system.
   Findings - The study concluded that perceived attributes of innovation, namely, relative advantage, compatibility, complexity, trialability and finally observability of Islamic banking services with customers' desire will influence them to use these novel banking services.
   Originality/value - As discussed in the previous part of this study, the usage rate of Islamic banking services has not achieved the expected rate by customers. Consequently, it is crucial to focus on finding the determinant factors that are able to increase the acceptance as well as usage of these services among bank consumers. This information would afford researchers as well as banking service providers a better understanding of how to facilitate future adoption of this Islamic facility.
C1 [Jamshidi, Dariyoush] Univ Teknol Malaysia, Skudai, Malaysia.
   [Hussin, Nazimah; Wan, Hooi] UTM, IBS, Kuala Lumpur, Malaysia.
RP Jamshidi, D (reprint author), Univ Teknol Malaysia, Skudai, Malaysia.
EM darioush1986@yahoo.com
RI Hussin, Nazimah/Q-2840-2019
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NR 54
TC 6
Z9 6
U1 1
U2 5
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0828-8666
EI 1758-7174
J9 HUMANOMICS
JI Humanomics
PY 2015
VL 31
IS 2
SI SI
BP 214
EP 223
DI 10.1108/H-07-2013-0042
PG 10
WC Economics
SC Business & Economics
GA V61NQ
UT WOS:000210905300005
DA 2020-02-20
ER

PT J
AU Andreini, D
   Salo, J
   Wendelin, R
   Pezzotta, G
   Gaiardelli, P
AF Andreini, Daniela
   Salo, Jari
   Wendelin, Robert
   Pezzotta, Giuditta
   Gaiardelli, Paolo
TI From a service-dominant logic to a good-dominant logic Consequences for
   the buyer-seller relationships of a corporate bank
SO IMP JOURNAL
LA English
DT Article
DE Buyer-seller relationships; Corporate banking industry; Productization;
   Productized services
AB Purpose - Productization, defined as the standardization of the production and delivery processes of services, is an approach that many service companies undertake, moving from relationship-intensive customer projects toward selling specific standardized offerings. In contrast to research on servitization, little in-depth research is available on the effects of this change of approach on the buyer-seller relationship. The purpose of this paper is to narrow this gap by providing evidence of the outcomes of productization in a corporate bank which has been serving Tier 1 customers for more than 15 years.
   Design/methodology/approach - Using the IMP Group approach, this research identifies how productization affects buyer-seller relationships. In total, 37 key informant interviews were conducted on both sides of the buyer-seller relationship.
   Findings - This research identified direct effects of productization relevant to buyer-seller relationships, and as many indirect effects through internal organizational processes. Productized service companies should develop their relationships with customers, by separating the standardization of the internal productization processes from the external relationship-based activities.
   Originality/value - This paper contribute to the literature, exploring the long-term consequences of productization of services for the buyer-seller relationships.
C1 [Andreini, Daniela; Pezzotta, Giuditta; Gaiardelli, Paolo] Univ Bergamo, Bergamo, Italy.
   [Salo, Jari] Univ Oulu, Oulu, Finland.
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RP Andreini, D (reprint author), Univ Bergamo, Bergamo, Italy.
EM daniela.andreini@unibg.it
RI Salo, Jari/N-5876-2014
OI Salo, Jari/0000-0002-4661-2307
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NR 77
TC 4
Z9 4
U1 1
U2 5
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 2059-1403
EI 0809-7259
J9 IMP J
JI IMP J.
PY 2015
VL 9
IS 3
SI SI
BP 250
EP 266
DI 10.1108/IMP-07-2015-0034
PG 17
WC Business
SC Business & Economics
GA V5U8F
UT WOS:000219958800003
DA 2020-02-20
ER

PT J
AU McNeish, J
AF McNeish, Joanne
TI Consumer trust and distrust: retaining paper bills in online banking
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Trust; Distrust; Online banking; Paper bills and statements;
   Simultaneous user; Structural assurance
ID INTERNET BANKING; ELECTRONIC RECORDS; ADOPTION; ACCOUNTABILITY;
   DETERMINANTS; TECHNOLOGY; MANAGEMENT; RESISTANCE; DOCUMENTS; COMMERCE
AB Purpose - The purpose of this paper is to explore the role of paper bills and statements in online and mobile banking and how they may serve to support trust along with mitigating distrust for consumers when dealing with banks and billing firms.
   Design/methodology/approach - A two-phase study with 208 Canadian online bill payers. Phase 1 verified the comprehension of the measurement items being tested. In Phase 2, exploratory factor analysis was used to determine the factor structure. Regression analysis was used to identify the relationship of the factors with the intention to continuing receiving paper bills.
   Findings - Four factors for trust and distrust were identified in this study of which two (structural assurance and counted on to help) plus subjective norm predict the intention to continue receiving paper bills.
   Research limitations/implications - Trust and distrust are shown to co-exist in this study. Consumers feel vulnerable to the risks inherent in online financial interactions, but signal their willingness to trust by adopting online and mobile banking. Consumers mitigate the distrust they have in banks and billing firms by continuing to receive paper bills and statements. This study is limited to paper bills and statements. The role of other paper documents in customer relationship management is worthy of further exploration.
   Practical implications - This research investigates the role of financial documents in the consumerfirm relationship. This study suggests that paper bills are a communication method that supports consumers' trust in the banks and billing firms and their adoption of online and mobile banking. Banks and billing firms' continued emphasis on consumers' giving up paper bills while insisting on original paper documentation in problem resolution situations, sends mixed messages to consumers, which heightens their distrust in these firms.
   Originality/value - This is the first study to suggest that paper bills and statements have a role in influencing trust or distrust of banks and billing firms.
C1 [McNeish, Joanne] Ryerson Univ, Ted Rogers Sch Management, Mkt, Toronto, ON, Canada.
RP McNeish, J (reprint author), Ryerson Univ, Ted Rogers Sch Management, Mkt, Toronto, ON, Canada.
EM jmcneish@ryerson.ca
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NR 109
TC 13
Z9 13
U1 3
U2 7
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 1
BP 5
EP 22
DI 10.1108/IJBM-08-2013-0088
PG 18
WC Business
SC Business & Economics
GA V0S4A
UT WOS:000216515900002
DA 2020-02-20
ER

PT J
AU Kashif, M
   Shukran, SSW
   Rehman, MA
   Sarifuddin, S
AF Kashif, Muahmmad
   Shukran, Sharifah Suzana Wan
   Rehman, Mohsin Abdul
   Sarifuddin, Syamsulang
TI Customer satisfaction and loyalty in Malaysian Islamic banks: a PAKSERV
   investigation
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE SERVQUAL; Malaysia; Islamic banking; Service quality; Customer
   satisfaction and loyalty; PAKSERV
ID SERVICE QUALITY DIMENSIONS; INTENTIONS
AB Purpose - The purpose of this paper is to examine the impact of PAKSERV measures on customer satisfaction and loyalty in the Malaysian Islamic banking context.
   Design/methodology/approach - The dimensionality of the PAKSERV scale is examined with confirmatory factor analysis. A survey approach is adopted to collect data from 300 Islamic banking customers in Kuching, Malaysia.
   Findings - Results reveal an excellent model fit for the PAKSERV scale in collectivist cultural context of Malaysia. All dimensions of PAKSERV are validated except reliability. The issue of non-validity of the reliability dimension in an Islamic banking context is explained by extant literature.
   Practical implications - Islamic banks are recommended to focus on all the PAKSERV scale dimensions to impart service quality. Given a collectivist cultural setting, a "network marketing" approach is recommended to maintain a desirable level of customer satisfaction and loyalty.
   Originality/value - The PAKSERV scale has been employed for the first time to investigate the service quality-loyalty path in a collectivist cultural context. The validity of the PAKSERV scale has been operationalized for the first time in a collectivist cultural context.
C1 [Kashif, Muahmmad] GIFT Univ, Dept Mkt, Mkt, Gujranwala, Pakistan.
   [Shukran, Sharifah Suzana Wan] Univ Teknol MARA, Business Sch, Kota Samarahan, Malaysia.
   [Rehman, Mohsin Abdul] GIFT Univ, Dept Mkt, Gujranwala, Pakistan.
   [Sarifuddin, Syamsulang] Univ Malaya, Dept Econ, Kuala Lumpur, Malaysia.
RP Kashif, M (reprint author), GIFT Univ, Dept Mkt, Mkt, Gujranwala, Pakistan.
EM kashif@gift.edu.pk
RI sarifuddin, syamsulang/K-8107-2019
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NR 68
TC 27
Z9 27
U1 2
U2 5
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 1
BP 23
EP 40
DI 10.1108/IJBM-08-2013-0084
PG 18
WC Business
SC Business & Economics
GA V0S4A
UT WOS:000216515900003
DA 2020-02-20
ER

PT J
AU Al-Hawari, MA
AF Al-Hawari, Mohammad Ahmad
TI How the personality of retail bank customers interferes with the
   relationship between service quality and loyalty
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Banks; Personality traits; Loyalty; Services quality
ID SATISFACTION; DIMENSIONS; TRAITS; EXTROVERSION; SOCIABILITY; INTENTIONS;
   BRAND
AB Purpose - The purpose of this study was to test how customers' personality traits affect the importance of service quality in triggering customer loyalty.
   Design/methodology/approach - A survey was used to collect information from respondents about their attitude toward and experiences with their primary bank. The same survey was also used to explore respondents' personality traits. AMOS 18 was used to test the hypothesized relationships.
   Findings - The findings, consistent with the literature, show that the overall quality of service affects customer loyalty. Services quality plays significant and more important role in triggering customer loyalty for customers that tend to be low on most of the five personality traits. For customers high on most of the personality traits, quality plays less of a role in triggering customer loyalty.
   Practical implications - This study demonstrates how bank managers could use their customers' personality traits to offer the best services and, ultimately, foster stronger relationships.
   Originality/value - Very few papers speculated and non-tried to investigate the effect of customers' personality traits on the quality-loyalty relationship within the context of retail banking. Thus, this paper fills this gap.
C1 [Al-Hawari, Mohammad Ahmad] Univ Sharjah, Dept Mkt, Sharjah, U Arab Emirates.
RP Al-Hawari, MA (reprint author), Univ Sharjah, Dept Mkt, Sharjah, U Arab Emirates.
EM malhawari@sharjah.ac.ae
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NR 50
TC 16
Z9 16
U1 1
U2 1
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 1
BP 41
EP 57
DI 10.1108/IJBM-09-2013-0096
PG 17
WC Business
SC Business & Economics
GA V0S4A
UT WOS:000216515900004
DA 2020-02-20
ER

PT J
AU Kaushik, AK
   Rahman, Z
AF Kaushik, Arun Kumar
   Rahman, Zillur
TI Innovation adoption across self-service banking technologies in India
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Marketing; Service; Consumer behavior; Banking; Banking industry;
   Self-service
ID INTERNET BANKING; INFORMATION-TECHNOLOGY; ACCEPTANCE MODEL; USER
   ACCEPTANCE; BEHAVIORAL INTENTION; PERCEIVED USEFULNESS; CUSTOMER
   ADOPTION; MOBILE BANKING; CONSUMER; DETERMINANTS
AB Purpose - The purpose of this paper is to analyze the various antecedent beliefs predicting customers' attitudes toward, and adoption of, self-service technologies (SSTs) available in the banking industry.
   Design/methodology/approach - A descriptive research design with survey approach is used to develop and test a conceptual model of adoption for all three self-service banking technologies (SSBTs).
   Findings - The results of the comparative analysis showed that antecedent beliefs affecting adopters' attitude vary across different SSBTs. It extends and tests the technology acceptance model (TAM) by including two additional antecedents from the theories of adoption behavior.
   Research limitations/implications - All three SSBTs included in the paper are from the banking industry, which limits the generalizability of the findings to other industries. Many other limitations were also reported.
   Practical implications - The findings reveal why and how customers decide to adopt different SSBTs and why a few SSBTs are more widely accepted than others. The practicality of the findings guides managers and designers of technological interfaces.
   Social implications - People will also benefit from the effective implementation of SSTs.
   Originality/value - This study stands out as one of the early studies to empirically examine the antecedents-attitude-intention relationship across different SSBTs available in Indian banking industry.
C1 [Kaushik, Arun Kumar] Indian Inst Technol, Dept Management Studies, Mkt Management, Roorkee, Uttar Pradesh, India.
   [Rahman, Zillur] Indian Inst Technol, Dept Management Studies, Roorkee, Uttar Pradesh, India.
RP Kaushik, AK (reprint author), Indian Inst Technol, Dept Management Studies, Mkt Management, Roorkee, Uttar Pradesh, India.
EM arunkaushik.iitr@gmail.com
RI KAUSHIK, ARUN KUMAR/A-4303-2014; Rahman, Zillur/J-9339-2014
OI Rahman, Zillur/0000-0003-2785-0200; KAUSHIK, ARUN/0000-0003-3023-0483
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NR 113
TC 19
Z9 19
U1 1
U2 10
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 2
BP 96
EP 121
DI 10.1108/IJBM-01-2014-0006
PG 26
WC Business
SC Business & Economics
GA V0S4E
UT WOS:000216516300002
DA 2020-02-20
ER

PT J
AU Mishra, V
   Vaithianathan, S
AF Mishra, Vishal
   Vaithianathan, Sridhar
TI Customer personality and relationship satisfaction Empirical evidence
   from Indian banking sector
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Marketing strategy; Personality traits; Customer relationship proneness;
   Relationship marketing strategies; Relationship satisfaction
ID IMPACT; BENEFITS; MODEL
AB Purpose - The purpose of this paper is to examine the influence of customer personality and customer relationship proneness (CRP) on customer's relationship satisfaction (CS) with the firm in emerging economies context. In the study, the authors state that the relationship proneness of the customer (CRP) would be influenced by personality trait of the customer. To examine the argument on personality trait, the authors have adopted Big Five personality trait theory in this study. The authors also argue that CRP would influence CS. Furthermore the authors put forth that customer's perception of marketer's relationship orientation (RMO) would mediate the relationship between CRP and CS.
   Design/methodology/approach -Data for the study were collected through structured questionnaire. A sample of 428 respondents was obtained through questionnaire survey (response rate 41.19 percent) and the hypotheses depicting the aforementioned relationships were empirically tested in the context of banking services in India. Structural equation modeling (SEM) technique was used for data analysis.
   Findings -The results confirm that personality traits influences CRP. Further, customer's perception of RMO is found to have a mediating effect.
   Research limitations/implications -The study utilizes cross-sectional data, so the results of the study might vary depending upon the context (country/sector).
   Practical implications -The outcomes of the study can be utilized by the marketers, particularly in the emerging economies like India for formulating targeted strategies in accordance with the personality type of the customers.
   Originality/value -The relationship between CRP, personality traits and CS of the customer using Big Five personality theory has been empirically analysed in the context of an emerging economy.
C1 [Mishra, Vishal] IBS Hyderabad, Hyderabad, Andhra Pradesh, India.
   [Vaithianathan, Sridhar] Inst Management Technol, Dept Informat Syst & Business Analyt, Hyderabad, Andhra Pradesh, India.
RP Mishra, V (reprint author), IBS Hyderabad, Hyderabad, Andhra Pradesh, India.
EM vmishra_iimt@yahoo.co.in
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NR 42
TC 5
Z9 5
U1 1
U2 6
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 2
BP 122
EP 142
DI 10.1108/IJBM-02-2014-0030
PG 21
WC Business
SC Business & Economics
GA V0S4E
UT WOS:000216516300003
DA 2020-02-20
ER

PT J
AU Souiden, N
   Rani, M
AF Souiden, Nizar
   Rani, Marzouki
TI Consumer attitudes and purchase intentions toward Islamic banks: the
   influence of religiosity
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Consumer behaviour; Consumer attitudes; Banking
ID SPIRITUALITY; SCALE; CONCEPTUALIZATION; DETERMINANTS; ORIENTATION;
   RELIABILITY; PSYCHOLOGY; CULTURE; CLIENTS; CHOOSE
AB Purpose - The purpose of this paper is to investigate the impact of religiosity on consumer attitudes and purchase intentions toward Islamic banks.
   Design/methodology/approach - The study takes place in the Tunisian context. Even though Tunisia is a Muslim country, the culture is considerably different from those of the Middle East or Malaysia (countries where the majority of studies on Islamic banks have taken place). Consequently, an adapted religiosity scale was developed to fit the study's context. Then, the scale was pre-tested on a sample of 188 respondents. In order to test the research hypotheses, a second data collection, based on a convenience sampling technique, was undertaken, yielding a sample of 217 respondents.
   Findings - The religiosity variable was found to be tridimensional. Results show that the more a person fears divine punishment, the more he/she will develop a favorable attitude towards Islamic banks. Also, the more a person believes in Islamic laws, the more favorable his/her attitude towards Islamic banks. However, the relationship between religious involvement (practice and interest) and attitude toward Islamic banks is found to be insignificant. Other alternative models were tested and the results indicate that neither fear, nor beliefs, nor religious involvement has a direct effect on purchase intention. Thus, religiosity has an indirect effect on purchase intentions of Islamic bank services through attitude towards these banks.
   Practical implications - It is suggested that a communication strategy focusing on the compatibility of Islamic banks with Islamic beliefs and eliminating any doubt that Islamic bank operations are suspicious (from a religious point of view) could attract a segment of consumers who wish to be in harmony with the prescriptions of their religion. Islamic banks can better position their offers compared to conventional banks and improve the perception of actual or potential clients. The study offers some implications to managers of conventional banks as well.
   Originality/value - Previous studies have reported the strong impact of religion on Muslims' attitude towards Islamic banks. The main contribution of this study is to show which dimension of religiosity has the most important impact on attitude and purchase intention toward Islamic banks.
C1 [Souiden, Nizar] Laval Univ, Fac Business Adm, Dept Mkt, Laval, PQ, Canada.
   [Rani, Marzouki] Univ Tunis, Inst Super Gest, Dept Mkt, Tunis, Tunisia.
RP Souiden, N (reprint author), Laval Univ, Fac Business Adm, Dept Mkt, Laval, PQ, Canada.
EM nizar.souiden@mrk.ulaval.ca
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NR 87
TC 38
Z9 38
U1 1
U2 7
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 2
BP 143
EP 161
DI 10.1108/IJBM-10-2013-0115
PG 19
WC Business
SC Business & Economics
GA V0S4E
UT WOS:000216516300004
DA 2020-02-20
ER

PT J
AU Al-Ajam, AS
   Nor, KM
AF Al-Ajam, Ali Saleh
   Nor, Khalil Md
TI Challenges of adoption of internet banking service in Yemen
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Structural equation modeling; Internet banking; Behavioural intention;
   Theory of reasoned action; Technology readiness
ID PLANNED BEHAVIOR; DEVELOPING-COUNTRY; REASONED ACTION; E-COMMERCE;
   ACCEPTANCE; ANTECEDENTS; READINESS; EXTENSION; TAM
AB Purpose - The purpose of this paper is to determine the factors that influence individuals' intention to adopt internet banking in the Republic of Yemen. The current study found that a lack of empirical studies have been conducted in this field in Arab countries, in general, and in Yemen, in particular.
   Design/methodology/approach - The theory of reasoned action (TRA) was extended by relative advantage, perceived risk, mass media, family's influence, innovativeness, skepticism and technology readiness (TR). Paper survey was used to collect data from 1,500 bank customers. Structural equation modeling was employed to investigate the relationships between variables. The TRA was extended by relative advantage, perceived risk, mass media, family's influence, innovativeness, skepticism and TR. Paper survey was used to collect data from 1,500 bank customers. Structural equation modeling was employed to investigate the relationships between variables.
   Findings - Customer's behavioral intention was significantly influenced by attitude, subjective norms and TR. Overall, the results indicate that the model provides a good understanding of factors that influence the intention to use internet banking service. The model explained 63.8 percent of the variance in the behavioral intention.
   Practical implications - The findings are of great use to banks already offering internet banking but of even greater use for those banks which are planning to offer internet banking services. The results of the study could serve as a guideline for bank managers in understanding the factors and strategic market planning that needs to be initiated to increase internet banking adoption among current and potential customers.
   Originality/value - Factors such as perceived usefulness, perceived ease of use and relative advantage have been found to be the determinants of internet banking adoption in previous studies. Along with the above variables, a new variable called TR has been analyzed in the present study. This kind of study has not been conducted in the Middle East context previously.
C1 [Al-Ajam, Ali Saleh] Univ Teknol Malaysia, Dept Business Adm, Skodai Johor, Malaysia.
   [Nor, Khalil Md] Univ Teknol Malaysia, Dept Management, Johor Baharu, Malaysia.
RP Al-Ajam, AS (reprint author), Univ Teknol Malaysia, Dept Business Adm, Skodai Johor, Malaysia.
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NR 66
TC 20
Z9 21
U1 2
U2 4
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 2
BP 178
EP 194
DI 10.1108/IJBM-01-2013-0001
PG 17
WC Business
SC Business & Economics
GA V0S4E
UT WOS:000216516300006
DA 2020-02-20
ER

PT J
AU Mittal, S
   Gera, R
   Batra, DK
AF Mittal, Sanjiv
   Gera, Rajat
   Batra, Dharminder Kumar
TI An evaluation of an integrated perspective of perceived service quality
   for retail banking services in India
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Service quality; Banks; Multi-variate analysis; Service marketing;
   Financial services; Customer behaviour
ID PHYSICAL SURROUNDINGS; CONSUMER PERCEPTIONS; CUSTOMER PERCEPTIONS;
   PERFORMANCE; MODELS; EXTENSION; CRITIQUE; INDEXES; SECTOR
AB Purpose - The purpose of this paper is to extract and validate the dimensions of service quality in retail banking services in India by adopting an integrated and hierarchical perspective of service quality determinants.
   Design/methodology/approach - The paper empirically validates a parsimonious (multi-dimensional and multi-level) model of service quality in retail banking services in India. The analysis was conducted using structural equation modeling. A hypothesized second-order model was tested and compared with a first-order model of service quality. The dimensions were extracted through exploratory factor analysis and validated through confirmatory factor analysis.
   Findings - The second-order service quality model was accepted based on parsimony as it consisted of five primary dimensions: Service delivery (describing the efficiency with which the service is provided), tangibles (the quality of physical service environment), reliability (the promise of right service being provided), core service (the attributes and features of the service product) and competence (the capability of employees and systems for providing the service). The second-order model enhances the understanding of the structure of service quality for retail banking services in India. The most important dimension was tangibles, especially the physical environment which facilitates efficient delivery of service.
   Research limitations/implications - The research provides support for a multi-dimensional second-order model of service quality in retail banking service in India. The results show that customers form perceptions of overall service quality which are reflected by five primary dimensions. The primary dimension of tangibles is the most influential.
   Practical implications - Organizations need to measure and manage overall service quality perceptions to build trust and reinforce loyalty intentions among their customers. Banks need to adopt a multi-level approach to managing service quality perceptions, i.e. both at the dimensional level and organizational level.
   Social implications - This study would contribute to the enhancement of service quality outcomes in retail banking services in India which has a crucial role in the economic development.
   Originality/value - The study proposes and validates a parsimonious and hierarchical model of service quality in the context of retail banking in Indian cultural context. Thus this research provides support to existing knowledge of service quality measurement and management and extends the understanding of its structure by validating the multi-level model in an emerging market context.
C1 [Mittal, Sanjiv] Guru Gobind Singh Indraprastha Univ, Univ Sch Management Studies, Delhi, India.
   [Gera, Rajat] Galgotias Univ, Sch Business, Greater Noida, India.
   [Batra, Dharminder Kumar] Int Management Inst, Dept Mkt, New Delhi, India.
RP Gera, R (reprint author), Galgotias Univ, Sch Business, Greater Noida, India.
EM geraim32@rediffmail.com
OI gera, rajat/0000-0001-7558-1426
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NR 44
TC 8
Z9 9
U1 1
U2 5
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 3
BP 330
EP 350
DI 10.1108/IJBM-02-2014-0020
PG 21
WC Business
SC Business & Economics
GA V0S4H
UT WOS:000216516600009
DA 2020-02-20
ER

PT J
AU Sayani, H
AF Sayani, Hameedah
TI Customer satisfaction and loyalty in the United Arab Emirates banking
   industry
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE United Arab Emirates; Islamic banks; Customer satisfaction; Customer
   loyalty; Conventional banks
ID SERVICE QUALITY; SECTOR; CONSEQUENCES; RETENTION; DRIVERS
AB Purpose - The purpose of this paper is to identify the determinants of consumer loyalty in Islamic and conventional banks in the United Arab Emirates (UAE). The study has relevance and importance in a country with a dual banking system. Since the products and services offered by the banks are largely homogenous, customer loyalty is mostly associated with the quality of certain tangible and intangible dimensions of service. It is important for the banks to understand the factors that lead to higher satisfaction and subsequent loyalty among consumers in the context of the UAE.
   Design/methodology/approach - More than 300 respondents were surveyed to understand the factors that lead to continuing a relationship with Islamic and conventional banks. The data were analyzed using ANOVA and stepwise regression.
   Findings - The findings of the study indicate that Islamic banks' customers are satisfied with the Shariah Advisory Board, convenience-related factors such as number of branches, and efficiency-related factors like handling issues on the phone. However, an inverse relationship is found between advice by the personnel and length of association with the bank. On the other hand, the importance of reputation and efficient handling of issues on the phone is highlighted with respect to conventional banks.
   Research limitations/implications - The study focusses only on consumers that bank either with Islamic or conventional banks and excludes those who deal with both Islamic and conventional banks simultaneously.
   Practical implications - The research has several managerial implications, as the findings of the study not only highlight the factors that banking consumers value the most in the UAE banking sector, but also provide insight into the factors which need immediate attention. These decisions have strategic and resource-related implications for banks. This knowledge will allow banks to align services with their long-term objectives and invest into resources and capabilities that will provide them competitive advantage.
   Originality/value - The study allows identification of factors that are valued the most by banking consumers in a culturally and religiously diverse country with a dual banking system.
C1 [Sayani, Hameedah] Middlesex Univ Dubai, Sch Business, Dubai, U Arab Emirates.
RP Sayani, H (reprint author), Middlesex Univ Dubai, Sch Business, Dubai, U Arab Emirates.
EM H.Sayani@mdx.ac
OI Sayani, Hameedah/0000-0002-5195-597X
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NR 67
TC 12
Z9 12
U1 2
U2 6
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 3
BP 351
EP 375
DI 10.1108/IJBM-12-2013-0148
PG 25
WC Business
SC Business & Economics
GA V0S4H
UT WOS:000216516600010
DA 2020-02-20
ER

PT J
AU Zameer, H
   Tara, A
   Kausar, U
   Mohsin, A
AF Zameer, Hashim
   Tara, Anam
   Kausar, Uzma
   Mohsin, Aisha
TI Impact of service quality, corporate image and customer satisfaction
   towards customers' perceived value in the banking sector in Pakistan
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Pakistan; Banking; Corporate image; Service quality; Customer
   satisfaction; Customer perceived value
AB Purpose - The purpose of this paper is to explore the impact of services quality, customer satisfaction and corporate image on customer perceived value in the banking sector of Pakistan.
   Design/methodology/approach - A model is developed to show the relationship between dependent and independent variables taken from the existing literature. The data are collected from 200 respondents taken from the five major cities of Pakistan using structured questionnaire. Correlation and regression are applied to estimate the relationship between variables and find out the extent to which the independent variables have impact on the dependent variable.
   Findings - Results show that there is a positive relation between the service quality, customer satisfaction and corporate image. It is also analyzed by the results that service quality and customer satisfaction have high impact on the customer perceived value where corporate image also effect the customer perceived value.
   Originality/value - This paper identified the impact of service quality, customer satisfaction and corporate image on the customer perceived value that helps the services sector especially banks how they can improve the customer perceived value through improving their service quality, customer satisfaction and corporate image.
C1 [Zameer, Hashim; Tara, Anam; Kausar, Uzma; Mohsin, Aisha] Bahauddin Zakariya Univ, Bahadur Sub Campus, Layyah, Pakistan.
RP Zameer, H (reprint author), Bahauddin Zakariya Univ, Bahadur Sub Campus, Layyah, Pakistan.
EM hashimzameer@hotmail.com
RI Zameer, Hashim/AAC-1552-2020; Zameer, Hashim/Q-8852-2019
OI Zameer, Hashim/0000-0002-7191-3443
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NR 30
TC 29
Z9 29
U1 3
U2 19
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 4
BP 442
EP 456
DI 10.1108/IJBM-01-2014-0015
PG 15
WC Business
SC Business & Economics
GA V0S4L
UT WOS:000216517000004
DA 2020-02-20
ER

PT J
AU Bandyopadhyay, N
AF Bandyopadhyay, Nirmalya
TI Classification of service quality attributes using Kano's model A study
   in the context of the Indian banking sector
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Service quality; Kano's model
ID FUNCTION DEPLOYMENT; PERCEPTIONS
AB Purpose - The purpose of this paper is to classify service quality elements using Kano's two-way quality model in terms of their instrumentality to customer satisfaction.
   Design/methodology/approach - Service quality attributes as borrowed from the literature are classified into attractive, one dimensional, and must-be quality elements. Combinations of participants' response to the functional and dysfunctional questions formed around each service quality element in the Kano evaluation table were instrumental in categorizing service quality elements. Customer satisfaction index in the form of satisfaction increment index (SII) and the dissatisfaction decrement index (DDI) is calculated for each of the quality attributes and service quality dimensions.
   Findings - Out of the 15 service quality elements two are attractive quality, six are one-dimensional quality, and seven are found to be of must-be quality. No attribute can be identified as indifferent quality or reverse quality. The convenience dimension and the operating hours attribute list on top in terms of satisfaction increment index score. The reliability dimension and the courteousness attribute list on top in terms of dissatisfaction decrement index score.
   Practical implications - The findings help the marketer to prioritize improvement of service quality elements and/or dimensions to satisfy customers.
   Originality/value - The paper develops an integrated approach to facilitate marketers identify which of the service quality elements and/or dimensions require attention to strategize effectively in order to achieve a competitive advantage in the marketplace.
C1 [Bandyopadhyay, Nirmalya] Indian Inst Management, Dept Mkt, Rohtak, Haryana, India.
RP Bandyopadhyay, N (reprint author), Indian Inst Management, Dept Mkt, Rohtak, Haryana, India.
EM nirmalyab5@gmail.com
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NR 38
TC 6
Z9 6
U1 4
U2 12
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 4
BP 457
EP 470
DI 10.1108/IJBM-02-2014-0029
PG 14
WC Business
SC Business & Economics
GA V0S4L
UT WOS:000216517000005
DA 2020-02-20
ER

PT J
AU Khan, Z
   Ferguson, D
   Perez, A
AF Khan, Zia
   Ferguson, David
   Perez, Andrea
TI Customer responses to CSR in the Pakistani banking industry
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Pakistan; Trust; Loyalty; Repurchase; Retail banking; Corporate social
   responsibility; Word of mouth; Perceived service quality; Developing
   economy
ID CORPORATE SOCIAL-RESPONSIBILITY; SERVICE QUALITY; CONSUMER-TRUST;
   MEDIATING ROLE; LOYALTY; IMPACT; ASSOCIATIONS; SATISFACTION;
   PERCEPTIONS; EXPECTATIONS
AB Purpose - The purpose of this paper is twofold: to empirically analyse how customer corporate social responsibility (CSR) perceptions impact on the perceived service quality (PSQ)-loyalty relationship in the banking industry of Pakistan; and to evaluate the mediating role of customer trust in that model.
   Design/methodology/approach - Based on a field survey of 408 customers of five different banks of Pakistan, the hypothesized model is tested through partial least squares based structural equation modelling.
   Findings - The findings demonstrate that banking customers in Pakistan recognise CSR as a multidimensional construct that serves as a direct determinant of PSQ, trust, repurchase and word of mouth (WOM) intentions. PSQ also influences customer trust directly and positively and trust has a direct and positive impact on repurchase and WOM intentions. On the contrary, PSQ does not influence repurchase and WOM intentions directly. Its effect is mediated by customer trust.
   Practical implications - Contrary to the previous mixed findings reported in the literature, this research confirms the explicit contribution of CSR towards customer perceptions and intentions in the context of the banking industry. The findings suggest that banking companies should take great care over preparing their CSR initiatives and include them in their marketing plans in order to improve customer loyalty intentions. In this way, CSR can enhance PSQ and customer trust, which are two key constructs in the loyalty model proposed in this paper.
   Originality/value - The originality of the paper lies in the context in which the research was developed. The banking industry of Pakistan had not previously been extensively researched. The proposal for a comprehensive model that evaluates the role of customer trust is another key contribution of the paper. Previous research has not extensively studied the role of trust in loyalty models that evaluate CSR perceptions along with PSQ.
C1 [Khan, Zia; Ferguson, David] Asian Inst Technol, Sch Management, Khlong Luang, Thailand.
   [Perez, Andrea] Univ Cantabria, Santander, Spain.
RP Khan, Z (reprint author), Asian Inst Technol, Sch Management, Khlong Luang, Thailand.
EM ziaullah63@yahoo.com
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NR 66
TC 12
Z9 13
U1 1
U2 7
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 4
BP 471
EP 493
DI 10.1108/IJBM-07-2014-0097
PG 23
WC Business
SC Business & Economics
GA V0S4L
UT WOS:000216517000006
OA Green Accepted
DA 2020-02-20
ER

PT J
AU Parente, ES
   Costa, FJ
   Leocadio, AL
AF Parente, Eduardo Soares
   Costa, Francisco Jose
   Leocadio, Aurio Lucio
TI Conceptualization and measurement of customer perceived value in banks A
   Brazilian contribution
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Value; Banks; Customers; Measurement
ID SERVICE; SATISFACTION; SELECTION; INDUSTRY; LOYALTY; SCALE
AB Purpose - The purpose of this paper is to develop a scale for measuring the construct perceived value, as evaluated by customers of retail banks.
   Design/methodology/approach - The procedures involved an analysis of the literature about customer perceived value in order to identify the main dimensions relevant to bank sector, and after that, it was followed the conventional steps for developing multiple items scales, with fieldwork, scale purification exploratory analysis of reliability and of validity.
   Findings - After two sampling procedures, the scale for the account holder perceived value retail banking was satisfactorily validated. The final scale is characterized as multidimensional, involving dimensions of operational quality, convenience and access, safety and soundness, and monetary sacrifice, each of them measured with four items reflectively related to the main construct.
   Research limitations/implications - Although the research was carried considering the conventional scaling procedures recommendations, the result may reflect the specificities of Brazilian bank customers; considering this, some other applications are necessary do bring a geographical validation of the scale.
   Practical implications - The scale developed is an instrument that can be used to measure one of the most important constructs of bank customers, the customer perceived value, and can be used by academic researchers and also by bank managers.
   Originality/value - The study brings a contribution not yet present in the main international literature, since no other study with complete development of amultidimensional perceived value measurement scale was identified, and can become a reference for other similar studies in the banking context.
C1 [Parente, Eduardo Soares] Univ Integracao Internac Lusofonia Afrobrasileira, Redencao, Brazil.
   [Costa, Francisco Jose] Univ Fed Paraiba UFPB, Joao Pessoa, Paraiba, Brazil.
   [Leocadio, Aurio Lucio] Univ Fed Cear UFC, Fortaleza, Ceara, Brazil.
RP Costa, FJ (reprint author), Univ Fed Paraiba UFPB, Joao Pessoa, Paraiba, Brazil.
EM franzecosta@gmail.com
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NR 33
TC 6
Z9 6
U1 2
U2 5
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 4
BP 494
EP 509
DI 10.1108/IJBM-04-2014-0051
PG 16
WC Business
SC Business & Economics
GA V0S4L
UT WOS:000216517000007
DA 2020-02-20
ER

PT J
AU Henrique, JL
   de Matos, CA
AF Henrique, Jorge Luiz
   de Matos, Celso Augusto
TI The influence of personal values and demographic variables on customer
   loyalty in the banking industry
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Loyalty; Demographics; Survey; Bank customers; Personal values
ID VALUE PRIORITIES; SERVICE LOYALTY; SATISFACTION; MODEL; MODERATORS;
   BEHAVIOR; GENDER
AB Purpose - Even though personal values are considered an important variable in consumer studies, rarely has it been related to customer loyalty, especially in the banking context and considering the different loyalty phases. Hence, the purpose of this paper is to investigate the influence of personal values on loyalty phases in the private banking industry, taking into account the moderating influence of demographic variables.
   Design/methodology/approach - After developing a theoretical framework based on the relevant literature, a research model is proposed and empirically tested with data from a survey with 891 bank customers from Brazil. Hypotheses of moderation were tested using structural equation modelling technique.
   Findings - Results suggested that customers that place more importance on growth and achievement as personal values are less loyal to their bank, considering all four stages of loyalty. Moreover, this effect was more pronounced for female, older and high-income consumers, supporting the moderating effect of these demographic variables.
   Research limitations/implications - One of the limitations was that the sample was not probabilistic. To compensate this issue, the authors have used the approach of splitting the sample and use one for calibration and other for estimation. Another limitation was the small subgroups of high and low education, which might be responsible for the nonsignificant finding, due to low statistical power in the z-test. Future studies should consider using quota samples in order to have sample size greater than 150 cases in each category of variables such as age, education and income.
   Practical implications - This study emphasizes the relevance of personal values, especially the dimensions of growth/achievement and security/social affiliation, and demographic variables when considering customers' loyalty in the private banking industry. Managers should give different treatment for customers in distinct loyalty stages and with different demographics, thus increasing the customer orientation and segmentation efficacy.
   Originality/value - The study tests a theoretical model that analyses the influence of two dimensions of personal values on loyalty, with originality on the loyalty phases (from cognitive to action) and the contingent effect of demographic variables, such as gender, age, education and income. Moreover, the model is tested in a sample of private banking customers from an emerging market, i.e., Brazil.
C1 [Henrique, Jorge Luiz] Fac Alves Faria ALFA, Mestrado Profissionalizante Adm, Goiania, Go, Brazil.
   [de Matos, Celso Augusto] Univ Vale Rio Sinos UNISINOS, Unisinos Business Sch, Mkt, Sao Leopoldo, Brazil.
RP de Matos, CA (reprint author), Univ Vale Rio Sinos UNISINOS, Unisinos Business Sch, Mkt, Sao Leopoldo, Brazil.
EM celsoam@unisinos.br
RI Matos, Celso Augusto/C-3057-2008
OI Matos, Celso Augusto/0000-0002-2538-9089
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NR 54
TC 18
Z9 19
U1 0
U2 11
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 4
BP 571
EP 587
DI 10.1108/IJBM-06-2014-0082
PG 17
WC Business
SC Business & Economics
GA V0S4L
UT WOS:000216517000011
DA 2020-02-20
ER

PT J
AU Itani, OS
   Inyang, AE
AF Itani, Omar S.
   Inyang, Aniefre Eddie
TI The effects of empathy and listening of salespeople on relationship
   quality in the retail banking industry The moderating role of felt
   stress
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Salesperson; Empathy; Bank; Relationship quality; Listening; Felt stress
ID JOB STRESS; INDIVIDUAL-DIFFERENCES; CUSTOMER SERVICE; METHOD VARIANCE;
   SALESPERSON; PERFORMANCE; RESOURCES; BEHAVIOR; SATISFACTION; SELF
AB Purpose - The purpose of this paper is to examine the relations between salespeople's empathy and listening behaviour and the relationship quality (RQ) customers have with their banks, taking into consideration the moderating effect of felt stress (FS) experienced by salespeople. The paper examines specific effects of FS on factors related to a salesperson's performance.
   Design/methodology/approach - To examine the proposed model, responses from 150 customers were collected and matched with responses from 25 salespeople working at a major ba'nk in Chile. The paper analysed the dyadic data gathered using two analysis techniques. Structural equation modelling was employed to test the relationships proposed at the customer level. Moreover, hierarchical linear modelling was used to test the moderating effect of FS, measured at the salesperson level, on the proposed relationships.
   Findings - The results show that customers' perceptions of salespeople's listening behaviour mediate the relationship between customers' perception of salespeople's empathy and RQ with the bank. Moreover, the positive relationship between salespeople's empathy and salespeople's listening behaviour, and the positive relationship between salesperson's listening and customer's RQ with bank are attenuated by the salesperson's FS.
   Originality/value - This paper examined the effects of the salesperson's empathy and listening behaviour on the quality of customer relationships with the bank. Moreover, dyadic data show that such effects are influenced by variables related to the bank's salespeople, such as FS. The findings show that under high FS conditions, salespeople with high listening skills will have negative effects on their customers' RQ with the bank.
C1 [Itani, Omar S.; Inyang, Aniefre Eddie] Univ Texas Arlington, Dept Mkt, Arlington, TX 76019 USA.
   [Itani, Omar S.] Lebanese Amer Univ, Dept Hospitality & Mkt, Business Adm, Beirut, Lebanon.
RP Itani, OS (reprint author), Univ Texas Arlington, Dept Mkt, Arlington, TX 76019 USA.
EM Omar.Itani@mavs.uta.edu
RI Itani, Omar S./P-2233-2019
OI Itani, Omar S./0000-0003-2258-7837
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NR 109
TC 17
Z9 17
U1 1
U2 5
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 6
BP 692
EP 716
DI 10.1108/IJBM-06-2014-0076
PG 25
WC Business
SC Business & Economics
GA V0S4T
UT WOS:000216517800003
DA 2020-02-20
ER

PT J
AU Zeinalizadeh, N
   Shojaie, AA
   Shariatmadari, M
AF Zeinalizadeh, Nooshin
   Shojaie, Amir Abbas
   Shariatmadari, Mohammad
TI Modeling and analysis of bank customer satisfaction using neural
   networks approach
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Artificial neural networks; Back propagation; Factor prioritization;
   Overall bank customer satisfaction
ID FINANCIAL PERFORMANCE; SERVICE QUALITY; DIMENSIONS; LOYALTY; SECTOR
AB Purpose - The purpose of this paper is to propose the application of artificial neural networks (ANN) to predict overall bank customer satisfaction and to prioritize influencing factors on customer satisfaction.
   Design/methodology/approach - Data are collected from 436 randomly selected customers at ten different branches of an Iranian bank using a questionnaire consisting of 51 questions. An exploratory factor analysis (EFA) is done on the collected data to determine those factors that influence customer satisfaction. A multilayer perceptron ANN model is developed using the factor scores from the EFA. The ANN model is trained and validated to predict overall bank customer satisfaction. In addition, a linear regression model is developed to predict customer satisfaction. Prediction accuracy of the ANN model is compared with that of the linear regression model. The developed ANN is then used to compare sensitivity of customer satisfaction to each influencing factor.
   Findings - Nine different influencing factors are extracted by EFA. The factors include Fees and Loans, Prompt Service, Appearance, Technological Service, Responsiveness, Reliability and Trustworthiness, Employees' Attitudes and Behaviors, Accessibility to Bank and Availability of Service, and Interest Rates. Training and validation results show that the ANN model has 73 percent higher accuracy compared to the linear regression model in predicting overall bank customer satisfaction. Factor prioritization results show that Fees and Loans, Appearance, and Prompt Service have the highest impact on customer satisfaction, respectively; interest rate and accessibility to bank and availability of service are the least dominant factors influencing overall bank customer satisfaction.
   Practical implications - This study proposes a more reliable and accurate methodology to predict customer satisfaction when compared with regression-based methods. ANN can also be utilized by bank management systems to prioritize different influencing factors that affect the satisfaction level of bank customers.
   Originality/value - This paper advances the knowledge on bank customer satisfaction by proposing application of artificial intelligence methods. A case study is discussed and results of the application of an ANN are compared with those of a commonly used statistical regression model.
C1 [Zeinalizadeh, Nooshin; Shojaie, Amir Abbas; Shariatmadari, Mohammad] Islamic Azad Univ, Sch Ind Engn, South Tehran Branch, Tehran, Iran.
RP Shojaie, AA (reprint author), Islamic Azad Univ, Sch Ind Engn, South Tehran Branch, Tehran, Iran.
EM amir@ashojaie.com
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NR 47
TC 5
Z9 5
U1 3
U2 10
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 6
BP 717
EP 732
DI 10.1108/IJBM-06-2014-0070
PG 16
WC Business
SC Business & Economics
GA V0S4T
UT WOS:000216517800004
DA 2020-02-20
ER

PT J
AU Sikdar, P
   Kumar, A
   Makkad, M
AF Sikdar, Pallab
   Kumar, Amresh
   Makkad, Munish
TI Online banking adoption A factor validation and satisfaction causation
   study in the context of Indian banking customers
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Online banking; Customer Satisfaction; Indian banking; Online banking
   adoption
ID TECHNOLOGY ACCEPTANCE MODEL; INTERNET BANKING; SERVICE QUALITY;
   PERCEIVED USEFULNESS; USER ACCEPTANCE; ANTECEDENTS; TRUST; INSTRUMENT;
   LOYALTY; DETERMINANTS
AB Purpose - The study considers a five-factor model toward online banking adoption in the context of banking customers in India and validates the proposed model. In addition, the authors consider the impact of validated factors on overall satisfaction of customers.
   Design/methodology/approach - A five-factor online banking adoption model has been tested for reliability and validity by confirmatory factor analysis. For determining contribution of factors toward overall satisfaction level of banking customers structural equation modeling has been adopted. Four explanatory variables have been used to assess the overall satisfaction level of online banking users. A structured questionnaire incorporating variables identified from literature has been used as survey instrument for the study. Final respondent sample was 280 banking customers.
   Findings - Trust, Usage Constraint, Ease of Use, Accessibility and Intention to Use as reliable and valid factors determining internet banking adoption among customers in India. Accessibility, Usage Constraints, Intention to Use portrayed strong and significant relationship with overall customer satisfaction. Trust and Ease of Use are relatively weaker and insignificant contributors toward overall customer satisfaction.
   Originality/value - The existing studies in the context of e-banking in general and online banking in particular have been majorly confined to proposing key drivers toward adoption of such alternate banking mediums. By providing an insight towards satisfaction level of customers adopting online banking the proposed model attempts to fill this gap. As the study relates to banking customers in India, findings will be of particular value to domestic and foreign banking entities looking to leverage technology as a tool to attain stronghold with an emerging economic set-up.
C1 [Sikdar, Pallab; Kumar, Amresh; Makkad, Munish] Birla Inst Technol, Management Dept, Noida, India.
   [Sikdar, Pallab] Birla Inst Technol, Area Bank Risk Management, Ranchi, Bihar, India.
   [Kumar, Amresh] Asia Pacific Inst Management, Dept Mkt, New Delhi, India.
   [Makkad, Munish] Birla Inst Technol, Dept Management, Noida, India.
RP Sikdar, P (reprint author), Bharatiya Vidya Bhavans Usha & Lakshmi Mittal Ins, Finance & Accounting, New Delhi, India.
EM sikdar.pallab@gmail.com
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NR 85
TC 19
Z9 19
U1 0
U2 6
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 6
BP 760
EP 785
DI 10.1108/IJBM-11-2014-0161
PG 26
WC Business
SC Business & Economics
GA V0S4T
UT WOS:000216517800006
DA 2020-02-20
ER

PT J
AU Abou-Youssef, MMH
   Kortam, W
   Abou-Aish, E
   El-Bassiouny, N
AF Abou-Youssef, Mariam Mourad Hussein
   Kortam, Wael
   Abou-Aish, Ehab
   El-Bassiouny, Noha
TI Effects of religiosity on consumer attitudes toward Islamic banking in
   Egypt
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Consumer behaviour; Consumer attitudes; Egypt; Islamic banks; Islam;
   Religiosity
ID HALAL MEAT CONSUMPTION; SERVICE QUALITY; FOOD CHOICE; SATISFACTION;
   BEHAVIOR; VALIDATION; COMPONENTS; INTENTION; MODEL; SCALE
AB Purpose - The purpose of this paper is to explore the effect of Islamic religiosity on consumer attitudes toward Islamic banking in Egypt.
   Design/methodology/approach - The study utilizes a mixed-methods approach, employing both qualitative in-depth interviews and quantitative surveys.
   Findings - The main findings of the study show that religiosity has an impact on consumer attitudes toward Islamic banking in Egypt. Major religiosity clusters were identified from the sample and these were associated with attitudes toward Islamic banking.
   Practical implications - The findings of this research are of practical importance for marketers in Islamic banks, as they reflect on the likely role religiosity would play in shaping the attitudes of potential customers toward their products. Thus, marketers can use the religiosity scale in measuring intention to use their banking services.
   Originality/value - The study was implemented in Egypt, where the volume of research on this topic is very limited; thus the context of the study is of value to researchers and practitioners and it can serve as a base for future studies in the Middle East region.
C1 [Abou-Youssef, Mariam Mourad Hussein; El-Bassiouny, Noha] German Univ Cairo, Mkt Dept, Cairo, Egypt.
   [Kortam, Wael] Cairo Univ, Fac Commerce, Dept Business Adm, Cairo, Egypt.
   [Abou-Aish, Ehab] Cairo Univ, Dept Business Adm, Cairo, Egypt.
   [El-Bassiouny, Noha] German Univ Cairo, Dept Mkt, Cairo, Egypt.
RP Abou-Youssef, MMH (reprint author), German Univ Cairo, Mkt Dept, Cairo, Egypt.
EM mariamab@aucegypt.edu
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NR 113
TC 22
Z9 22
U1 1
U2 6
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 6
BP 786
EP 807
DI 10.1108/IJBM-02-2015-0024
PG 22
WC Business
SC Business & Economics
GA V0S4T
UT WOS:000216517800007
DA 2020-02-20
ER

PT J
AU Sekhon, HS
   Al-Eisawi, D
   Roy, SK
   Pritchard, A
AF Sekhon, Harjit Singh
   Al-Eisawi, Dima
   Roy, Sanjit Kumar
   Pritchard, Adrian
TI Service excellence in UK retail banking: customers' perspectives of the
   important antecedents
SO INTERNATIONAL JOURNAL OF BANK MARKETING
LA English
DT Article
DE Structural model; Excellence; Retail banks
ID INTERNET BANKING; FINANCIAL SERVICES; IN-SERVICE; QUALITY; TRUST;
   SATISFACTION; REPUTATION; DETERMINANTS; PERCEPTIONS; PERFORMANCE
AB Purpose - The purpose of this paper is to develop and tests a service excellence model, thus providing a detailed understanding of the key antecedents of service excellence, from a customer's perspective. The model presented in this paper is rooted in cross-disciplinary literature and tested amongst customers of UK retail banking services.
   Design/methodology/approach - Following a systematic approach to scale development, the paper draws on survey data from 260 consumers of retail banking products, with the data collected on national basis in the UK.
   Findings - The theoretical framework was evaluated using a structural approach. Of the hypothesised antecedents, innovation has the greatest impact on service excellence while reputation the least, as far as customers are concerned.
   Research limitations/implications - The research was limited to one research domain, i.e. UK retail banking, and thus it is reasonable to hypothesise that other aspects of service excellence will be more or less relevant for other types of financial services or in other geographic regions.
   Practical implications - Given the challenges faced by the retail banking sector, there are implications for practitioners because the authors identified the key antecedents of service excellence. The antecedents can be used by practitioners to help demonstrate excellence on their part and they could differentiate what are homogenous services at a time when the retail banks are going through a period of recovery following the crisis within the sector.
   Originality/value - This work complements the understanding of service excellence and provides insight for scholars and practitioners by modelling services for a specific service sector.
C1 [Sekhon, Harjit Singh; Al-Eisawi, Dima] Coventry Univ, Coventry Business Sch, Coventry, W Midlands, England.
   [Pritchard, Adrian] Coventry Univ, Coventry Business Sch, Mkt, Coventry, W Midlands, England.
   [Roy, Sanjit Kumar] Univ Western Australia, Business Sch, Perth, WA, Australia.
RP Sekhon, HS (reprint author), Coventry Univ, Coventry Business Sch, Coventry, W Midlands, England.
EM h.sekhon@coventry.ac.uk
OI Sekhon, Harjit/0000-0003-1239-891X; Pritchard,
   Adrian/0000-0002-0215-3225; Roy, Sanjit/0000-0003-4932-2222
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NR 92
TC 7
Z9 7
U1 0
U2 2
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 0265-2323
EI 1758-5937
J9 INT J BANK MARK
JI Int. J. Bank Mark.
PY 2015
VL 33
IS 7
BP 904
EP 921
DI 10.1108/IJBM-10-2014-0136
PG 18
WC Business
SC Business & Economics
GA V0S4W
UT WOS:000216518100003
DA 2020-02-20
ER

PT J
AU Mangundjaya, WLH
   Wulandari, P
   Wardhani, C
AF Mangundjaya, Wustari L. H.
   Wulandari, Permata
   Wardhani, Citra
TI Adding value for customers by providing service quality training (study
   at Islamic bank in Indonesia)
SO INTERNATIONAL JOURNAL OF BUSINESS PERFORMANCE MANAGEMENT
LA English
DT Article
DE customer satisfaction; service quality; training needs analysis
AB The present demand of customers is not merely focusing on the product itself, but also on the process delivering it, as a source of value for the customers. As a result, delivering service quality is important in order to gain customer satisfaction. In the past five years, Islamic Bank in Indonesia has been growing extremely fast. However, there were still some low perceptions about the qualities of services of Islamic bank compares to conventional bank. The study was done in many Islamic banks in Jakarta areas in Indonesia, with 432 respondents, consists of 216 customers and 216 employees, using service quality inventory, customer satisfaction inventory and training needs questionnaires. The results show that: 1) there is a positive and significant correlation between service quality and customer satisfaction; 2) there is a difference perception about the training needs between employees and customers. The implications of the study can be used for Islamic bank management to enhance their services to customers by developing their employees through service quality trainings.
C1 [Mangundjaya, Wustari L. H.; Wardhani, Citra] Univ Indonesia, Fac Psychol, Kampus Baru UI, Depok 16424, Indonesia.
   [Wulandari, Permata] Univ Indonesia, Fac Econ & Business, Depok 16424, Indonesia.
RP Mangundjaya, WLH (reprint author), Univ Indonesia, Fac Psychol, Kampus Baru UI, Depok 16424, Indonesia.
EM wustari@gmail.com; permata.w@ui.ac.id; citrawardhani@ui.ac.id
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NR 40
TC 0
Z9 0
U1 0
U2 1
PU INDERSCIENCE ENTERPRISES LTD
PI GENEVA
PA WORLD TRADE CENTER BLDG, 29 ROUTE DE PRE-BOIS, CASE POSTALE 856, CH-1215
   GENEVA, SWITZERLAND
SN 1368-4892
EI 1741-5039
J9 INT J BUS PERFORM MA
JI Int. J. Bus. Perform. Manag.
PY 2015
VL 16
IS 2-3
BP 230
EP 245
DI 10.1504/IJBPM.2015.068734
PG 16
WC Management
SC Business & Economics
GA VG2ED
UT WOS:000445694500008
DA 2020-02-20
ER

PT J
AU Shanmugam, M
   Wang, YY
   Bugshan, H
   Hajli, N
AF Shanmugam, Mohana
   Wang, Yen-Yao
   Bugshan, Hatem
   Hajli, Nick
TI Understanding customer perceptions of internet banking: the case of the
   UK
SO JOURNAL OF ENTERPRISE INFORMATION MANAGEMENT
LA English
DT Article
DE UK; Internet banking; Security; Social media; Customer perception
ID INFORMATION-TECHNOLOGY; PLANNED BEHAVIOR; ACCEPTANCE; ADOPTION; MARKET;
   TRUST; MODEL
AB Purpose - Existing work on internet banking has provided substantial knowledge of the benefits and economic impacts of internet banking from the bank's perspective. However, internet banking provides advantages for customers as well as the banking industry. The purpose of this paper is to investigate customer perceptions of internet banking in the UK with the goal of providing a comprehensive understanding of British internet banking.
   Design/methodology/approach - In order to provide the detailed understanding of customers' perceptions of internet banking, a qualitative study was conducted. The primary method of data collection were 25 interviews. To provide triangulation and increase reliability, various documents and secondary data analyses about internet banking in the UK were also used to supplement the analysis.
   Findings - The results indicate that money transfers and bill payment are the most popular facilities with UK internet banking adopters. More importantly, security is the most important factor affecting the rate of internet banking adoption in the UK. To resolve customers' security concerns about internet banking, some banks have introduced technologies such as card readers to avoid online fraud. In addition, the authors also found that customers are highly satisfied with internet banking.
   Research limitations/implications - The qualitative nature of the study meant that in-depth interviews with a relatively small sample were the most appropriate method to address the research question. Future studies with larger, more representative sample sizes are encouraged to investigate how the findings can be generalized to larger populations. In addition, due to the popularity of social media, future studies are also advised to examine how they can influence customers' perceptions of internet banking and boost its adoption rate.
   Originality/value - This paper investigates current perceptions of internet banking in the UK from the customers' perspective. Therefore, the findings of this study complement with existing work that focusses more on the bank's perspective to present a comprehensive understanding of this topic.
C1 [Shanmugam, Mohana] Univ Tenaga Nas, Coll Informat Technol, Dept Informat Syst, Selangor, Malaysia.
   [Wang, Yen-Yao] Michigan State Univ, E Lansing, MI 48824 USA.
   [Bugshan, Hatem; Hajli, Nick] Birkbeck Univ London, Dept Management, London, England.
RP Shanmugam, M (reprint author), Univ Tenaga Nas, Coll Informat Technol, Dept Informat Syst, Selangor, Malaysia.
EM mohana@uniten.edu.my
OI Hajli, Nick/0000-0002-9818-181X
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NR 48
TC 5
Z9 5
U1 0
U2 8
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1741-0398
EI 1758-7409
J9 J ENTERP INF MANAG
JI J. Enterp. Inf. Manag.
PY 2015
VL 28
IS 5
BP 622
EP 636
DI 10.1108/JEIM-08-2014-0081
PG 15
WC Computer Science, Interdisciplinary Applications; Information Science &
   Library Science; Management
SC Computer Science; Information Science & Library Science; Business &
   Economics
GA EP1FG
UT WOS:000397130200002
DA 2020-02-20
ER

PT J
AU Bashir, I
   Madhavaiah, C
AF Bashir, Irfan
   Madhavaiah, Chendragiri
TI Consumer attitude and behavioural intention towards Internet banking
   adoption in India
SO JOURNAL OF INDIAN BUSINESS RESEARCH
LA English
DT Article
DE India; Internet banking; Attitude; Behavioural intention; Technology
   acceptance model; Trust; Perceived risk; Perceived enjoyment;
   Social-influence; Website design
ID TECHNOLOGY ACCEPTANCE MODEL; INFORMATION-TECHNOLOGY; USER ACCEPTANCE;
   PERCEIVED RISK; EMPIRICAL-EVALUATION; ONLINE BANKING; INITIAL TRUST;
   DETERMINANTS; EXTENSION; SERVICES
AB Purpose - The purpose of this paper is to provide an insight into the determinants of the customers' attitude and behavioural intention to use Internet banking services, paying special attention to the role of perceived risk, trust, enjoyment, website design and social influence.
   Design/methodology/approach - A research model grounded on the technology acceptance model (TAM) reflecting the effects of trust, perceived risk, perceived enjoyment, perceived website design and social influence on TAM constructs is proposed. The structural equation modelling technique is used to analyse a sample of 697 individual Internet banking users in India through an online survey.
   Findings - The results of data analysis confirm some of the hypotheses drawn from the literature. Consistent with some of the other studies, perceived usefulness, perceived ease of use, trust and perceived enjoyment are found to be immediate direct determinants of customers' attitude towards using Internet banking. Attitude, perceived risk, perceived enjoyment and trust determine the customers' behavioural intentions to use Internet banking. Although the direct effect of perceived website design is significant only on perceived ease of use, its indirect effects are significant on perceived usefulness, attitude and behavioural intentions. Furthermore, perceived enjoyment exerts both direct and indirect effects on perceived usefulness but exerts only direct effect on perceived ease of use.
   Research limitations/implications - Generalizability of the research is a practical limitation in consumer research studies and the present study is not an exception to that. The current study focused only on some technological, behavioural and attitudinal factors, and many customer-specific factors and other psychographic and behavioural factors such as cost, perceived value, service quality and satisfaction, which can provide more significant insight into the adoption process, are not a part of the scope of the study.
   Practical implications - This research specifies the implications in three perspectives, viz., theoretical, methodological and managerial. Furthermore, this study provides the practical recommendations to enhance customer trust and guidelines to reduce perceived risk. The most significant implication for the banking sector is that apart from offering useful and user-friendly services, they need to build a trusting relationship with customers.
   Originality/value - This study extends existing body of Internet banking literature by incorporating trust and risk perceptions. The effects of website design and perceived enjoyment on Internet banking acceptance have been examined and were found to be significant in the Indian context. In addition, it enables us to contribute to the current literature on the emerging Indian Internet banking services (IBS) market, which is largely under-researched.
C1 [Bashir, Irfan; Madhavaiah, Chendragiri] Pondicherry Univ, Dept Management, Karaikal, India.
RP Bashir, I (reprint author), Pondicherry Univ, Dept Management, Karaikal, India.
EM irfanbashir18@gmail.com
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NR 131
TC 17
Z9 17
U1 0
U2 6
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1755-4195
EI 1755-4209
J9 J INDIAN BUS RES
JI J. Indian Bus. Res.
PY 2015
VL 7
IS 1
BP 67
EP 102
DI 10.1108/JIBR-02-2014-0013
PG 36
WC Business
SC Business & Economics
GA V17UN
UT WOS:000214708800005
DA 2020-02-20
ER

PT J
AU Al Khasawneh, MH
AF Al Khasawneh, Mohammad Hamdi
TI An Empirical Examination of Consumer Adoption of Mobile Banking
   (M-Banking) in Jordan
SO JOURNAL OF INTERNET COMMERCE
LA English
DT Article
DE consumer adoption; Jordan; mobile banking
ID TECHNOLOGY ACCEPTANCE MODEL; STRUCTURAL EQUATION MODELS; USER
   ACCEPTANCE; PERCEIVED EASE; ELECTRONIC COMMERCE; INITIAL TRUST; ONLINE;
   INTERNET; INTENTION; DETERMINANTS
AB Scant research attention has been given to how Jordanian consumers' perceive and respond to m-banking services, and more specifically, the particular factors that drive consumers to adopt m-banking. This lack of knowledge and limited previous research has highlighted the need for further research. Therefore, the primary focus of this research is to advance our current understanding of m-banking from the consumer's perspective. A model of consumers' adoption of m-banking is developed by integrating and incorporating TAM with other relevant variables such as perceived trust, and perceived credibility along with consumers' attitudes and intention to use m-banking. Theoretically, the current study is among the first studies to develop a model of the major factors that influence consumers' attitude and intention to use m-banking services in Jordan. Practically, the results of this study may provide marketers with information that could be useful in attracting and convincing customers to use m-banking.
C1 [Al Khasawneh, Mohammad Hamdi] PSUT, E Mkt & Social Media, Khalil Al Saket St 112,Al Jubaiha POB 1438, Amman 11941, Jordan.
RP Al Khasawneh, MH (reprint author), PSUT, E Mkt & Social Media, Khalil Al Saket St 112,Al Jubaiha POB 1438, Amman 11941, Jordan.
EM m.alkhasaawneh@psut.edu.jo
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NR 106
TC 4
Z9 4
U1 2
U2 4
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1533-2861
EI 1533-287X
J9 J INTERNET COMMER
JI J. Internet Commer.
PY 2015
VL 14
IS 3
BP 341
EP 362
DI 10.1080/15332861.2015.1045288
PG 22
WC Business
SC Business & Economics
GA V82QN
UT WOS:000212332400004
DA 2020-02-20
ER

PT J
AU Khodaparasti, RB
   Gharebagh, MK
AF Khodaparasti, R. B.
   Gharebagh, M. K.
TI APPLICATION OF SERVQUAL METHOD FOR EVALUATE SERVICE QUALITY OF SADERAT
   BANK IN URMIA, IRAN
SO POLISH JOURNAL OF MANAGEMENT STUDIES
LA English
DT Article
DE SERVQUAL; service quality; banking services; perception; expectations
AB This research was conducted to evaluate the quality of services offered to customers at Saderat bank branches by using SERVQUAL model. In this research, survey level of the gap between expectations and service perceived by Saderat bank customers in each of the five dimensions of service quality. The ranking of service quality dimensions in order of importance from standpoint of customers and understanding level of customers' satisfaction with the quality of services offered by Saderat bank, as the main objectives of the research are considered. The research statistical population consisted of all the customers of Saderat Bank in Urmia City and 228 customers of this bank were sampled. To test the research hypotheses, software SPSS 18 and Paired-Samples T-Test, Wilcoxon test and Friedman test were used. The results of this research show that in all aspects, Saderat bank customers' expectation is higher than their perceptions of the quality of services offered. It means that in all of the five dimensions of service quality, there are gaps. Thus the bank failed in any of these dimensions to meet their customers' expectations.
C1 [Khodaparasti, R. B.; Gharebagh, M. K.] Urmia Univ, Fac Econ & Management, Dept Management, Orumiyeh, Iran.
RP Khodaparasti, RB (reprint author), Urmia Univ, Fac Econ & Management, Dept Management, Orumiyeh, Iran.
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NR 25
TC 1
Z9 1
U1 0
U2 0
PU CZESTOCHOWA UNIV TECHNOLOGY
PI CZESTOCHOWA
PA FAC MANAGEMENT, UL ARMII KRAJOWEJ 19B, CZESTOCHOWA, 42-201, POLAND
SN 2081-7452
J9 POL J MANAG STUD
JI Pol. J. Manag. Stud.
PY 2015
VL 11
IS 2
BP 37
EP 49
PG 13
WC Management
SC Business & Economics
GA V4J3M
UT WOS:000218984500004
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Raza, SA
   Jawaid, ST
   Hassan, A
AF Raza, Syed Ali
   Jawaid, Syed Tehseen
   Hassan, Ayesha
TI Internet banking and customer satisfaction in Pakistan
SO QUALITATIVE RESEARCH IN FINANCIAL MARKETS
LA English
DT Article
DE Pakistan; Customer satisfaction; SERVQUAL; Internet banking
ID SERVICE QUALITY; ONLINE
AB Purpose - This study aims to determine the effects of service quality dimensions on customer satisfaction in Pakistan by using the SERVQUAL model.
   Design/methodology/approach - A survey research questionnaire of 30 items has been adopted, and the data of 400 respondents were collected from the users of Internet banking of different banks located in Karachi city of Pakistan.
   Findings - The reliability analysis shows that all dimensions are reliable. Results of the factor analysis confirm the grouping of adopted questioner. At last, the regression analysis indicates a significant positive relationship between assurance, tangibility, reliability and responsiveness with customer satisfaction. Conversely, empathy shows a positive but insignificant effect on the customer satisfaction.
   Practical implications - It is recommended that the management of online banks has to focus on making the design and content of the Web sites more visually appealing to grab the attention of existing customers, as well as to attract new customers. The management has to take effective measures to further enhance the security and safety of online bank accounts, so that customers can maintain long-term relationships with the usage of online banking. Online banks have to provide more reliable services to the customers at heart to make the customers more comfortable and confident. The management should develop more effective systems to quickly solve the issues of customers.
   Originality/value - This paper makes a unique contribution to the literature with reference to Pakistan, being a pioneering attempt to investigate the customer satisfaction in the banking industry of Pakistan by using a large sample and advance statistical techniques.
C1 [Raza, Syed Ali] IQRA Univ, Dept Business Adm, Lahore, Pakistan.
   [Jawaid, Syed Tehseen; Hassan, Ayesha] IQRA Univ, Lahore, Pakistan.
RP Raza, SA (reprint author), IQRA Univ, Dept Business Adm, Lahore, Pakistan.
EM syed_aliraza@hotmail.com
RI Jawaid, Tehseen/C-7669-2012; Raza, Syed Ali/I-3879-2016
OI Jawaid, Tehseen/0000-0002-5639-4788; Raza, Syed Ali/0000-0002-2455-6922
CR Abdul Kadir H., 2011, INT J TRADE EC FINAN, V2, P1
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NR 29
TC 14
Z9 14
U1 3
U2 7
PU EMERALD GROUP PUBLISHING LTD
PI BINGLEY
PA HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND
SN 1755-4179
J9 QUAL RES FINANC MARK
JI Qual. Res. Financ. Mark.
PY 2015
VL 7
IS 1
BP 24
EP 36
DI 10.1108/QRFM-09-2013-0027
PG 13
WC Business, Finance
SC Business & Economics
GA V12JH
UT WOS:000214341600003
DA 2020-02-20
ER

PT J
AU Sevciuc, T
   Prisacaru, V
AF Sevciuc, Tatiana
   Prisacaru, Veronica
TI PRACTICAL ASPECTS RELATED TO THE ACCOUNTING OF FOREIGN CURRENCY
   MARKETING IN THE LICENSED BANKS OF THE REPUBLIC OF MOLDOVA
SO SCIENTIFIC PAPERS-SERIES MANAGEMENT ECONOMIC ENGINEERING IN AGRICULTURE
   AND RURAL DEVELOPMENT
LA English
DT Article
DE accounting; foreign currency; foreign exchange offices; licensed banks
AB Commercial banks perform operations on the currency market in order to buy a certain amount of currency that is necessary in their currency activities with clients, to receive speculative earnings as a result of currency purchasesale transactions, as well as to cover the risks that appear in currency exchange fluctuations. This article evaluates the peculiarities of the accounting of foreign currency sale and purchase through transfer and in cash. The article also pays special attention to the ways of starting and managing of currency accounts in licensed banks and to the foreign exchange offices organization and functioning in the Republic of Moldova.
C1 [Sevciuc, Tatiana; Prisacaru, Veronica] State Agrarian Univ Moldova, 44 Mircesti St, MD-2049 Kishinev, Moldova.
RP Sevciuc, T (reprint author), State Agrarian Univ Moldova, 44 Mircesti St, MD-2049 Kishinev, Moldova.
EM sevciuctatiana@mail.ru; v.prisacaru@uasm.md
CR Grigorita C., 2005, BANKING, P317
NR 1
TC 0
Z9 0
U1 0
U2 0
PU UNIV AGRICULTURAL SCIENCES & VETERINARY MEDICINE BUCHAREST
PI BUCHAREST
PA 59 MARASTI BOULEVARD, DISTRICT 1, BUCHAREST, 011464, ROMANIA
SN 2284-7995
EI 2285-3952
J9 SCI PAP-SER MANAG EC
JI Sci. Pap.-Ser. Manag. Econ. Eng. Agric. Rural Dev.
PY 2015
VL 15
IS 2
BP 349
EP 354
PG 6
WC Agricultural Economics & Policy
SC Agriculture
GA V9C4L
UT WOS:000422185000055
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Nolte, I
   Nolte, S
   Vasios, M
AF Nolte, Ingmar
   Nolte, Sandra
   Vasios, Michalis
TI Sell-side analysts' career concerns during banking stresses
SO JOURNAL OF BANKING & FINANCE
LA English
DT Article
DE Sell-side analysts; News flows; Career concerns; Financial crisis
ID INVESTOR SENTIMENT; UNDERWRITER REPUTATION; EARNINGS FORECASTS; HERDING
   BEHAVIOR; MARKET; RECOMMENDATIONS; INFORMATION; REVISIONS; FIRMS;
   COMPENSATION
AB We propose a new approach to examine sell-side analysts' career concerns by relating their forecast boldness to their employers' news flows. Specifically, we use banking sector news to proxy for the severity of career concerns. Analysts follow more closely the consensus forecast when the prospects of the banking sector are negative (and vice versa). The effect is both economically and statistically significant after controlling for various firm, analyst, brokerage house, and forecasting characteristics, as well as sector and economy wide effects. The more established analysts, in terms of reputation and experience, are generally unaffected by banking sector news. In contrast, their less established peers tend to cluster their forecasts near the consensus after a sequence of negative news flows for banks. Collectively, our results support the notion that during banking stresses when job security is low analysts' tendency to imitate others increases. (c) 2014 Elsevier B.V. All rights reserved.
C1 [Nolte, Ingmar; Nolte, Sandra] Univ Lancaster, Sch Management, Lancaster LA1 4YX, England.
   [Vasios, Michalis] Bank England, London EC2R 8AH, England.
RP Nolte, I (reprint author), Univ Lancaster, Sch Management, Lancaster LA1 4YX, England.
EM I.Nolte@lancaster.ac.uk; S.Nolte@lancaster.ac.uk;
   michalis.vasios@bankofengland.co.uk
RI Nolte, Ingmar/N-5642-2015
OI Nolte, Ingmar/0000-0002-5065-8201; Nolte, Sandra/0000-0002-2805-3409
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NR 40
TC 3
Z9 3
U1 0
U2 18
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0378-4266
EI 1872-6372
J9 J BANK FINANC
JI J. Bank Financ.
PD DEC
PY 2014
VL 49
BP 424
EP 441
DI 10.1016/j.jbankfin.2014.03.010
PG 18
WC Business, Finance; Economics
SC Business & Economics
GA AY4WR
UT WOS:000347576400031
DA 2020-02-20
ER

PT J
AU Boyson, N
   Helwege, J
   Jindra, J
AF Boyson, Nicole
   Helwege, Jean
   Jindra, Jan
TI Crises, Liquidity Shocks, and Fire Sales at Commercial Banks
SO FINANCIAL MANAGEMENT
LA English
DT Article
ID RISK; MARKET; CONTAGION; REGULATIONS; EQUILIBRIUM; RELUCTANCE;
   ISSUANCES; VOLUNTARY; BORROW; DEBT
AB If liquidity shortages cause financial crises, a lender of last resort can provide funds to banks facing potential fire sales. However, if funding problems primarily occur at banks with existing solvency problems, then government liquidity programs may not spur bank lending. We find that commercial bank funding does not typically dry up in a crisis, not even during the subprime crisis. Rather, weak banks are more likely to borrow less. Furthermore, banks rely more on deposits and newly issued equity than fire sales. When they do sell assets, they cherry pick assets in order to alleviate pressure from capital regulations.
C1 [Boyson, Nicole] Northeastern Univ, Boston, MA 02115 USA.
   [Helwege, Jean] Univ S Carolina, Columbia, SC 29208 USA.
   [Jindra, Jan] Secur & Exchange Commiss, San Francisco, CA USA.
RP Boyson, N (reprint author), Northeastern Univ, Boston, MA 02115 USA.
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NR 63
TC 11
Z9 11
U1 0
U2 23
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 0046-3892
EI 1755-053X
J9 FINANC MANAGE
JI Financ. Manage.
PD WIN
PY 2014
VL 43
IS 4
BP 857
EP 884
DI 10.1111/fima.12056
PG 28
WC Business, Finance
SC Business & Economics
GA AU0IW
UT WOS:000345307600005
DA 2020-02-20
ER

PT J
AU Bodul, D
   Zikovic, IT
AF Bodul, Dejan
   Zikovic, Ivana Tomas
TI ADVANTAGES AND DISADVANTAGES OF GERMAN CONSUMER BANKRUPTCY MODEL:
   GUIDELINES FOR CROATIAN LAWMAKER
SO EKONOMSKI VJESNIK
LA English
DT Review
DE consumer bankruptcy; German role model; justification of implementation
AB Legal transplant, as a legal phenomenon, has always been present in legal history, and was especially brought to the fore in terms of creating major economic integrations, such as the European Union (EU). Membership of the Republic of Croatia in the EU has its strong legal basis because it belongs to the continental law school initially based on the reception of Roman law, and later German law. The Croatian academic community believes that the harmonization of bankruptcy and legal regulations with the EU laws is not a goal in itself, but has a strong economic rationale. In this context, a number of ambiguities in the current bankruptcy legislation are indicated, one of them being the absence of lex specialis regulations for consumer bankruptcy. As the legislator showed an initiative for the reception of a model of consumer bankruptcy (the Foundation for the Introduction of Personal Bankruptcy, Ministry of Justice, Zagreb, 2012, pp. 1-6, and Draft Proposal of the Statement of the Regulatory Impact Assessment for the Preparation of the Draft of the Consumer Bankruptcy Law Proposal, Ministry of Justice, Zagreb, 2012, pp. 1-5 and finally Draft of the Consumer Bankruptcy Law Proposal, Ministry of Justice, Zagreb, June 2014) modeled on German legal solutions, the authors analyze the justification of such regulation in this paper.
C1 [Bodul, Dejan] Univ Rijeka, Fac Law, Hahlic 6, Rijeka 51000, Croatia.
   [Zikovic, Ivana Tomas] Univ Rijeka, Fac Econ, Rijeka 51000, Croatia.
RP Bodul, D (reprint author), Univ Rijeka, Fac Law, Hahlic 6, Rijeka 51000, Croatia.
EM dbodul@pravri.hr; itomas@efri.hr
OI Tomas Zikovic, Ivana/0000-0002-9156-3479
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NR 18
TC 0
Z9 0
U1 0
U2 0
PU SVEUCILISTE JOSIPA JURJA STROSSMAYERA & OSIJEKU, EKONOMSKI FAK
PI OSIJEK
PA GAJEV TRG 7, OSIJEK, 31000, CROATIA
SN 0353-359X
EI 1847-2206
J9 EKON VJESN
JI Ekon. Vjesn.
PD DEC
PY 2014
VL 27
IS 2
BP 393
EP 406
PG 8
WC Economics
SC Business & Economics
GA V0V3Z
UT WOS:000216593800012
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU Mathur, A
   Sharma, J
AF Mathur, Aseem
   Sharma, Jayant
TI Customer's Trends towards Public and Private Sector Banks
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
C1 [Mathur, Aseem] Pacific Univ, PAHER, Udaipur, Rajasthan, India.
   [Sharma, Jayant] Govt Meera Girls Coll, Dept Business Adm, Udaipur, Rajasthan, India.
RP Mathur, A (reprint author), Pacific Univ, PAHER, Udaipur, Rajasthan, India.
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Z9 0
U1 0
U2 0
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD DEC
PY 2014
VL 7
IS 6
BP 80
EP 87
PG 8
WC Business
SC Business & Economics
GA V5V2J
UT WOS:000219969600008
DA 2020-02-20
ER

PT J
AU Efobi, U
   Beecroft, I
   Osabuohien, E
AF Efobi, Uchenna
   Beecroft, Ibukun
   Osabuohien, Evans
TI Access to and use of bank services in Nigeria: Micro-econometric
   evidenceUchenna
SO REVIEW OF DEVELOPMENT FINANCE
LA English
DT Article
DE Banking services; Financial inclusion; Financial services; Individuals'
   attributes; Nigeria; Savings
AB This study examined the access to, and use of bank services in Nigeria using data from the World Bank Household Survey (2011) on financial inclusion. A framework was developed to situate the decision of individuals towards financial services in Nigeria. We examined three dependent variables use of bank services, use of the account to save and frequency of bank withdrawals. Our results show that the attributes, income level, age and ICT inclination of individuals have an effect on the access to and use of bank services in Nigeria. (C) 2014 Africagrowth Institute. Production and hosting by Elsevier B.V. Open access under CC BY-NC-ND license.
C1 [Efobi, Uchenna; Beecroft, Ibukun; Osabuohien, Evans] Covenant Univ, Ota, Nigeria.
   [Osabuohien, Evans] German Dev Inst, Bonn, Germany.
RP Efobi, U (reprint author), Covenant Univ, Ota, Nigeria.
EM eitobi99@yahoo.co.uk; duchessbeecroft@yahoo.com; pecos4eva@gmail.com
RI OSABUOHIEN, EVANS/O-3082-2017
OI OSABUOHIEN, EVANS/0000-0002-3258-8326
FU Alexander von Humboldt FoundationAlexander von Humboldt Foundation
FX The authors acknowledge the valuable comments from the two anonymous
   reviewers and the guest co-editors of the Special Issue: Review of
   Development Finance. Also, special thanks goes to the session
   participants at the 2013 African Econometric Society conference in
   Accra, Ghana where the first version of this work was presented Evans
   Osabuohien appreciates research fellowship from The Alexander von
   Humboldt Foundation under its 'Georg Forster Research Fellowship for
   Postdoctoral Researchers'.
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NR 24
TC 7
Z9 7
U1 0
U2 0
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 1879-9337
J9 REV DEV FINANC
JI Rev. Dev. Financ.
PD DEC
PY 2014
VL 4
IS 2
SI SI
BP 104
EP 114
DI 10.1016/j.rdf.2014.05.002
PG 11
WC Business, Finance
SC Business & Economics
GA V4O0R
UT WOS:000219107200006
OA DOAJ Gold
DA 2020-02-20
ER

PT J
AU van der Boor, P
   Oliveira, P
   Veloso, F
AF van der Boor, Paul
   Oliveira, Pedro
   Veloso, Francisco
TI Users as innovators in developing countries: The global sources of
   innovation and diffusion in mobile banking services
SO RESEARCH POLICY
LA English
DT Article
DE User innovation; Mobile banking services; Technology diffusion;
   Developing countries
ID RESEARCH-AND-DEVELOPMENT; FUTURE-RESEARCH DIRECTIONS; DEVELOPMENT
   SPILLOVERS; PLATFORM STRATEGIES; TECHNOLOGY-TRANSFER; PRODUCT CONCEPTS;
   LEAD USERS; MARKET; INFORMATION; INDUSTRY
AB This paper examines the extent to which users in developing countries innovate, the factors that enable these innovations and whether they are meaningful on a global stage. To study this issue, we conducted an empirical investigation into the origin and types of innovations in financial services offered via mobile phones, a global, multi-billion-dollar industry in which developing economies play an important role. We used the complete list of mobile financial services, as reported by the GSM Association, and collected detailed histories of the development of the services and their innovation process. Our analysis, the first of its kind, shows that 85% of the innovations in this field originated in developing countries. We also conclude that, at least 50% of all mobile financial services were pioneered by users, approximately 45% by producers, and the remaining were jointly developed by users and producers. The main factors contributing to these innovations to occur in developing countries are the high levels of need, the existence of flexible platforms, in combination with increased access to information and communication technology. Additionally, services developed by users diffused at more than double the rate of producer-innovations. Finally, we observe that three-quarters of the innovations that originated in non-OECD countries have already diffused to OECD countries, and that the (user) innovations are therefore globally meaningful. This study suggests that the traditional North-to-South diffusion framework fails to explain these new sources of innovation and may require re-examination. (C) 2014 Elsevier B.V. All rights reserved.
C1 [van der Boor, Paul; Veloso, Francisco] Carnegie Mellon Univ, Dept Engn & Publ Policy, Pittsburgh, PA 15213 USA.
   [van der Boor, Paul; Oliveira, Pedro; Veloso, Francisco] CATOLICA L1SBON Sch Business & Econ, Lisbon, Portugal.
RP van der Boor, P (reprint author), Carnegie Mellon Univ, Dept Engn & Publ Policy, Pittsburgh, PA 15213 USA.
EM paulvanderboor@alumni.cmu.edu; poliveira@clsbe.lisboa.ucp.pt;
   fveloso@ucp.pt
RI Oliveira, Pedro/B-2619-2016; Veloso, Francisco M/A-2279-2008; Oliveira,
   Pedro/AAF-3908-2019
OI Oliveira, Pedro/0000-0002-3898-2623; Veloso, Francisco
   M/0000-0003-1383-9852; 
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NR 111
TC 48
Z9 49
U1 7
U2 109
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0048-7333
EI 1873-7625
J9 RES POLICY
JI Res. Policy
PD NOV
PY 2014
VL 43
IS 9
BP 1594
EP 1607
DI 10.1016/j.respol.2014.05.003
PG 14
WC Management
SC Business & Economics
GA AQ5TD
UT WOS:000342870600010
DA 2020-02-20
ER

PT J
AU Valenzuela, F
AF Valenzuela, Fredy
TI Switching barriers' influences on service recovery evaluation in the
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SO AUSTRALASIAN MARKETING JOURNAL
LA English
DT Article
DE Service recovery; Switching barriers; Banking industry
AB The main goal of the present research was to determine the influence of switching barriers on service recovery evaluation in order to explore ways in which banks can improve their recovery performance. The research develops and tests two scales that measure service recovery and switching barriers and uncovers the existence of a six-factor structure measuring service recovery (reversing bank mistakes, customer compensation, customer time and effort, treatment of customers, complaint handling time and power of bank employees to make decisions). The investigation also confirms the existence of a fivefactor structure measuring switching barriers (organizational credibility, value congruency, relational value, difficulties of switching banks and lack of attractive banking alternatives). In addition, the study shows that the dimensions of organizational credibility, value congruency and relational value relate positively to service recovery evaluation, while the dimension concerning difficulties of switching banks is negatively related to service recovery evaluation. (C) 2014 Australian and New Zealand Marketing Academy. Published by Elsevier Ltd. All rights reserved.
C1 [Valenzuela, Fredy] Univ New England, Sch Business Econ & Publ Policy, Armidale, NSW, Australia.
RP Valenzuela, F (reprint author), Univ New England, Sch Business Econ & Publ Policy, Armidale, NSW, Australia.
EM fvalenz2@une.edu.au
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NR 77
TC 4
Z9 4
U1 0
U2 0
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 1441-3582
EI 1839-3349
J9 AUSTRALAS MARK J
JI Australas. Mark. J.
PD NOV
PY 2014
VL 22
IS 4
BP 296
EP 306
DI 10.1016/j.ausmj.2014.09.002
PG 11
WC Business
SC Business & Economics
GA V0Y6J
UT WOS:000216678000004
DA 2020-02-20
ER

PT J
AU Bernal, O
   Gnabo, JY
   Guilmin, G
AF Bernal, Oscar
   Gnabo, Jean-Yves
   Guilmin, Gregory
TI Assessing the contribution of banks, insurance and other financial
   services to systemic risk
SO JOURNAL OF BANKING & FINANCE
LA English
DT Article
DE Systemic risk; CoVaR; Quantile regression; Stochastic dominance test
ID LIQUIDITY; TESTS; COVAR
AB The aim of this paper is to contribute to the debate on systemic risk by assessing the extent to which distress within the main different financial sectors, namely, the banking, insurance and other financial services industries contribute to systemic risk. To this end, we rely on the Delta CoVaR systemic risk measure introduced by Adrian and Brunnermeier (2011). In order to provide a formal ranking of the financial sectors with respect to their contribution to systemic risk, the original Delta CoVaR approach is extended here to include the Kolmogorov-Smimov test developed by Abadie (2002), based on bootstrapping. Our empirical results reveal that in the Eurozone, for the period ranging from 2004 to 2012, the other financial services sector contributes relatively the most to systemic risk at times of distress affecting this sector. In turn, the banking sector appears to contribute more to systemic risk than the insurance sector. By contrast, the insurance industry is the systemically riskiest financial sector in the United States for the same period, while the banking sector contributes the least to systemic risk in this area. Beyond this ranking, the three financial sectors of interest are found to contribute significantly to systemic risk, both in the Eurozone and in the United States. (C) 2014 Elsevier B.V. All rights reserved.
C1 [Bernal, Oscar; Gnabo, Jean-Yves; Guilmin, Gregory] Univ Namur, CeReFiM, B-5000 Namur, Belgium.
RP Guilmin, G (reprint author), Univ Namur, CeReFiM, Rempart Vierge 8, B-5000 Namur, Belgium.
EM Gregory.guilmin@unamur.be
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NR 50
TC 42
Z9 44
U1 1
U2 47
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 0378-4266
EI 1872-6372
J9 J BANK FINANC
JI J. Bank Financ.
PD OCT
PY 2014
VL 47
BP 270
EP 287
DI 10.1016/j.jbankfin.2014.05.030
PG 18
WC Business, Finance; Economics
SC Business & Economics
GA AR1KZ
UT WOS:000343345400020
DA 2020-02-20
ER

PT J
AU Takahashi, H
AF Takahashi, Hidetomo
TI The Effect of Bank-firm Relationships on Sell-side Research Evidence
   from Financial Deregulation in Japan
SO JOURNAL OF FINANCIAL SERVICES RESEARCH
LA English
DT Article
DE Universal banking; Financial deregulation; Conflict of interest;
   Commercial bank; Analyst forecast
ID CONFLICT-OF-INTEREST; RECOMMENDATIONS; INTERMEDIATION; COMPETITION;
   FORECASTS; MARKET
AB In this paper, I examine how the lending relationships between banks and their borrowers affect the quality of analysts' earnings forecasts after financial deregulation in Japan. My findings show that short-term lending relationships improve the quality of analysts' earnings forecasts and that these earnings forecasts are useful for predicting future returns. In contrast, long-term lending relationships decay the quality of forecast and are not valuable for the prediction of future returns. These empirical results indicate that the informational advantage that commercial banks acquire is short-term and that the costs of lending relationships surpass the informational benefits in the long run.
C1 Hosei Univ, Fac Econ, Tokyo 1940298, Japan.
RP Takahashi, H (reprint author), Hosei Univ, Fac Econ, Tokyo 1940298, Japan.
EM htakahashi@tokyo.eeyo.jp
CR Aoki M, 1994, THE JAPANESE MAIN BA
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NR 22
TC 1
Z9 1
U1 0
U2 10
PU SPRINGER
PI NEW YORK
PA 233 SPRING ST, NEW YORK, NY 10013 USA
SN 0920-8550
EI 1573-0735
J9 J FINANC SERV RES
JI J. Financ. Serv. Res.
PD OCT
PY 2014
VL 46
IS 2
BP 195
EP 213
DI 10.1007/s10693-013-0170-6
PG 19
WC Business, Finance
SC Business & Economics
GA AP0XS
UT WOS:000341790400004
DA 2020-02-20
ER

PT J
AU Goyal, KC
AF Goyal, K. C.
TI Perceptual Study of Service Quality and Customer Loyalty from Firms'
   Perspective in Banking Services
SO PACIFIC BUSINESS REVIEW INTERNATIONAL
LA English
DT Article
DE Loyalty; Customer satisfaction; Customer retention; Service Quality &
   Banking Industry
AB Technology-based self-service has greatly changed the way that service firms and consumers interact, and are raising a host of research and practice issues relating to the delivery of services which have become increasingly important not only in determining the success or failure of banks business, but also in providing consumers with a superior experience with respect to the interactive flow of information. The purpose of this research paper was to establish the relationship between service quality and customer satisfaction and loyalty from employees' perspective in the banking industry in Pune city. The research was carried through random survey design which questioned respondents on banking services. The population of study mainly constituted of employees of banks in Pune city. The respondents of the study were employees of banks providing banking services (intemet banking, mobile banking and ATM etc). The sample in this study consists of 100 respondents selected 10 each randomly from 10 service providing private sector banks who are engaged in providing different banking services. The findings of study revealed that, modem managers and employees of private sector banks accord high priority to customer complaint management, customer defection management, giving special care and attention to loyal customers and remain eager to bear short term loss to generate customer satisfaction and loyalty.
C1 [Goyal, K. C.] ASM Inst Int Business & Res, Pune, Maharashtra, India.
RP Goyal, KC (reprint author), ASM Inst Int Business & Res, Pune, Maharashtra, India.
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NR 10
TC 0
Z9 0
U1 0
U2 0
PU PACIFIC INST MANAGEMENT
PI RAJASTHAN
PA PACIFIC HILLS, PRATAP NAGAR EXTENSION, AIR PORT RD, UDAIPUR, RAJASTHAN,
   313 001, INDIA
SN 0974-438X
J9 PAC BUS REV INT
JI Pac. Bus. Rev. Int.
PD OCT
PY 2014
VL 7
IS 4
BP 86
EP 90
PG 5
WC Business
SC Business & Economics
GA V5U5Y
UT WOS:000219952900013
DA 2020-02-20
ER

PT J
AU Chan, KK
   Milne, A
AF Chan, Ka Kei
   Milne, Alistair
TI Bank competition, fire-sales and financial stability
SO EUROPEAN JOURNAL OF FINANCE
LA English
DT Article
DE bank competition; financial stability; fire-sale externality; systemic
   liquidity risk; liquidity regulation
ID DEPOSIT INSURANCE; RISK; LIQUIDITY
AB This paper applies a simple liquidity modelling framework and shows that forced asset sales ('fire-sale') provide an alternative theoretical support to the traditional view that bank competition can lead to financial instability. This arises from the fact that in a multi-bank economy, a bank can take advantage of other banks in fire-sale by choosing a riskier funding structure, and the incentive to do so increases as the number of banks in the economy increases. We also discuss the effectiveness of some possible policies to restrain the incentives for excessive risk-taking.
C1 [Chan, Ka Kei] Univ Derby, Derby Business Sch, Derby DE22 1GB, England.
   [Milne, Alistair] Univ Loughborough, Sch Business & Econ, Loughborough, Leics, England.
RP Chan, KK (reprint author), Univ Derby, Derby Business Sch, Derby DE22 1GB, England.
EM k.chan@derby.ac.uk
OI Milne, Alistair/0000-0002-4135-3983
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   de Guevara JF, 2011, EUR J FINANC, V17, P739, DOI 10.1080/1351847X.2011.554300
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   MILNE A., 2009, FALL HOUSE CREDIT WH
   Perotti E, 2011, INT J CENT BANK, V7, P3
   Shleifer A, 2011, J ECON PERSPECT, V25, P29, DOI 10.1257/jep.25.1.29
   Stein JC, 2012, Q J ECON, V127, P57, DOI 10.1093/qje/qjr054
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NR 31
TC 2
Z9 2
U1 0
U2 16
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXON, ENGLAND
SN 1351-847X
EI 1466-4364
J9 EUR J FINANC
JI Eur. J. Financ.
PD OCT
PY 2014
VL 20
IS 10
SI SI
BP 874
EP 891
DI 10.1080/1351847X.2013.836552
PG 18
WC Business, Finance
SC Business & Economics
GA AN0QN
UT WOS:000340289200003
DA 2020-02-20
ER

PT J
AU Halme, M
   Korhonen, P
   Eskelinen, J
AF Halme, Merja
   Korhonen, Pekka
   Eskelinen, Juha
TI Non-convex value efficiency analysis and its application to bank branch
   sales evaluation
SO OMEGA-INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE
LA English
DT Article
DE Multiple criteria decision making; Data envelopment analysis; FDH model;
   Value efficiency; Quasi-concave; Quasi-convex
ID DATA ENVELOPMENT ANALYSIS; DECISION-MAKING UNITS; WEIGHT FLEXIBILITY;
   PERFORMANCE; MODELS; BENCHMARKING
AB We have observed when applying Value Efficiency Analysis [21] that decision makers wish to provide preference information related to existing rather than virtual (efficient) units. This observation motivated us to develop an approach based on the preference comparisons of existing units. The Free Disposal Hull model provides the requisite framework. We assume that a Decision Maker compares units using an implicitly known value function that reaches its maximum at his/her most preferred (efficient) unit. The unknown value function is assumed to be quasi-concave in outputs and quasi-convex in inputs. The main purpose - as in the original Value Efficiency Analysis - is to approximate the distance of each unit from the contour of the value function passing through the most preferred unit. We use examples to illustrate the approach. Finally, we describe a real application in which Value Efficiency Analysis was used to produce information for bank managers wishing to evaluate the performance of bank branches. (C) 2014 Elsevier Ltd. All rights reserved.
C1 [Halme, Merja; Korhonen, Pekka; Eskelinen, Juha] Aalto Univ, Sch Business, Dept Informat & Serv Econ, Helsinki 00076, Finland.
RP Halme, M (reprint author), Aalto Univ, Sch Business, Dept Informat & Serv Econ, POB 21220, Helsinki 00076, Finland.
EM merja.halme@aalto.fi; pekka.korhonen@aalto.fi; juha.p.eskelinen@aalto.fi
FU Academy of FinlandAcademy of Finland [133387]
FX The research was supported by the Academy of Finland (Grant number
   133387).
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NR 29
TC 7
Z9 7
U1 1
U2 13
PU PERGAMON-ELSEVIER SCIENCE LTD
PI OXFORD
PA THE BOULEVARD, LANGFORD LANE, KIDLINGTON, OXFORD OX5 1GB, ENGLAND
SN 0305-0483
J9 OMEGA-INT J MANAGE S
JI Omega-Int. J. Manage. Sci.
PD OCT
PY 2014
VL 48
BP 10
EP 18
DI 10.1016/j.omega.2014.04.002
PG 9
WC Management; Operations Research & Management Science
SC Business & Economics; Operations Research & Management Science
GA AJ8UO
UT WOS:000337983500002
DA 2020-02-20
ER

PT J
AU Cornwell, C
   Xu, B
AF Cornwell, Christopher
   Xu, Bing
TI Effects of the BAPCPA on the chapter composition of consumer
   bankruptcies
SO ECONOMICS LETTERS
LA English
DT Article
DE Bankruptcy; BAPCPA; Homestead exemption; Means test
ID DECISION
AB The 2005 Bankruptcy Abuse Prevention and Consumer Protection Act limited homestead exemptions and imposed means test to discourage petitioners seeking financial benefits. We find that these restrictions were effective in steering petitioners away from Chapter 7 filings and into Chapter 13. (C) 2014 Elsevier B.V. All rights reserved.
C1 [Cornwell, Christopher] Univ Georgia, Dept Econ, Athens, GA 30602 USA.
   [Xu, Bing] Southwestren Univ Finance & Econ, RIEM, Chengdu 610074, Sichuan, Peoples R China.
RP Xu, B (reprint author), Southwestren Univ Finance & Econ, RIEM, 55 Guanghuacun St, Chengdu 610074, Sichuan, Peoples R China.
EM xubing@swufe.edu.cn
CR Bermant G., 2000, A BANKR I J, V19, P22
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   Fay S, 2002, AM ECON REV, V92, P706, DOI 10.1257/00028280260136327
   White MJ, 2010, J LEGAL STUD, V39, P33, DOI 10.1086/605096
NR 5
TC 3
Z9 3
U1 0
U2 3
PU ELSEVIER SCIENCE SA
PI LAUSANNE
PA PO BOX 564, 1001 LAUSANNE, SWITZERLAND
SN 0165-1765
EI 1873-7374
J9 ECON LETT
JI Econ. Lett.
PD SEP
PY 2014
VL 124
IS 3
BP 439
EP 442
DI 10.1016/j.econlet.2014.07.009
PG 4
WC Economics
SC Business & Economics
GA AQ7TL
UT WOS:000343022000029
DA 2020-02-20
ER

PT J
AU Cegarra-Navarro, JG
   Jimenez-Jimenez, D
   Fernandez-Gil, JR
AF Cegarra-Navarro, Juan-Gabriel
   Jimenez-Jimenez, Daniel
   Fernandez-Gil, Juan-Ramon
TI Improving customer capital through relationship memory at a commercial
   bank in Spain
SO KNOWLEDGE MANAGEMENT RESEARCH & PRACTICE
LA English
DT Article
DE transfer; transformation; exploration of knowledge; exploitation of
   knowledge and relationship memory
ID DYNAMIC THEORY; KNOWLEDGE; EXPLORATION; EXPLOITATION; PERFORMANCE;
   ANTECEDENTS; CONSTRUCT; BUSINESS; TRUST
AB The Spanish bank industry is facing its worst crisis in the last 50 years and thousands of jobs have been lost. As a result, Spanish banks that took rescue packages are trying to find innovative ways to improve customer capital. Relationship memory (RM) is a shared memory that develops idiosyncratic routines in the form of encoded formal and informal procedures and scripts for how parties have learned to do things. The main purpose of this paper is to investigate the extent to which RM facilitates customer capital in a bank specialising in property lending, which was brought to its knees when the Spanish property bubble burst. This paper examines the relative importance and significance of an 'RM' as a bridge between 'exploration' and 'exploitation' processes and the effects on the creation of 'customer capital' through an empirical investigation of 219 banking employees. The results are then calculated using structural equation modelling. This leads to the main conclusion that the development of an 'RM' is unlikely without it being fostered by the transformation of new knowledge and it therefore requires empowerment by its learning factors.
C1 [Cegarra-Navarro, Juan-Gabriel] Polytech Univ Cartagena, Murcia 30201, Cartagena, Spain.
   [Jimenez-Jimenez, Daniel; Fernandez-Gil, Juan-Ramon] Univ Murcia, Management & Finance Dept, Murcia, Spain.
RP Cegarra-Navarro, JG (reprint author), Polytech Univ Cartagena, Fac Ciencias Empresa, Murcia 30201, Cartagena, Spain.
RI Jimenez-Jimenez, Daniel/C-7914-2015; Navarro, Juan Gabriel
   Cegarra/L-2291-2014
OI Jimenez-Jimenez, Daniel/0000-0002-1790-0799; Navarro, Juan Gabriel
   Cegarra/0000-0003-3371-5670
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NR 82
TC 3
Z9 3
U1 1
U2 21
PU TAYLOR & FRANCIS LTD
PI ABINGDON
PA 2-4 PARK SQUARE, MILTON PARK, ABINGDON OR14 4RN, OXON, ENGLAND
SN 1477-8238
EI 1477-8246
J9 KNOWL MAN RES PRACT
JI Knowl. Manag. Res. Pract.
PD AUG
PY 2014
VL 12
IS 3
SI SI
BP 310
EP 321
DI 10.1057/kmrp.2014.9
PG 12
WC Information Science & Library Science; Management
SC Information Science & Library Science; Business & Economics
GA AO1GQ
UT WOS:000341061000007
DA 2020-02-20
ER

PT J
AU Salim, FS
   Keramati, A
AF Salim, Fatemeh Shakhsi
   Keramati, Abbas
TI How to Make Iranian Banks Customer Oriented with Use of Customer
   Relationship Management Concepts? Methodology and Comprehensive
   Architecture
SO SYSTEMIC PRACTICE AND ACTION RESEARCH
LA English
DT Article
DE Customer relationship management; Customer-oriented bank; CRM
   comprehensive architecture; CRM process; Organizational roles and
   systems
ID PERFORMANCE; KNOWLEDGE
AB This paper focuses on finding solutions to two important questions regarding making Iranian banks customer-oriented with the use of customer relationship management (CRM) concepts: What is a practical architecture for the CRM of a bank that can bring about benefits of CRM to the organization, and what is the method to achieve such architecture? This research uses an Action Research (AR) approach in one of the largest Iranian banks to achieve answers to the aforementioned questions. In brief, it concentrates on the AR cycle and its reflexes. In the plan stage, extended literature review, pioneer banks studies, and benchmarking provide a preliminary plan. Later, in the act stage this plan can be confirmed, extended, or customized based on more precise examination of the organization, managers and employees' interviews, and customer opinion surveys. In the check stage, university and bank experts will review the plans and in the last stage of the cycle, reflected results, lessons, and experiences that help system design in the second bank will be discussed. The efficient method of achieving the CRM architecture (which in the beginning we had only general knowledge about) as well as the improvements that can be done based on experts' opinions in order to receive more applicable results, are among the issues that will be discussed in this paper.
C1 [Salim, Fatemeh Shakhsi] Khatam Inst Higher Educ, Sch Ind Engn Syst Management & Prod, Tehran, Iran.
   [Keramati, Abbas] Univ Tehran, Sch Ind Engn, Coll Engn, Tehran, Iran.
RP Salim, FS (reprint author), Khatam Inst Higher Educ, Sch Ind Engn Syst Management & Prod, Tehran, Iran.
EM fateme.salim@gmail.com; keramati@ut.ac.ir
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NR 44
TC 4
Z9 4
U1 0
U2 31
PU SPRINGER/PLENUM PUBLISHERS
PI NEW YORK
PA 233 SPRING ST, NEW YORK, NY 10013 USA
SN 1094-429X
EI 1573-9295
J9 SYST PRACT ACT RES
JI Syst. Pract. Action Res.
PD AUG
PY 2014
VL 27
IS 4
BP 377
EP 395
DI 10.1007/s11213-013-9284-x
PG 19
WC Management
SC Business & Economics
GA AK8AN
UT WOS:000338649600004
DA 2020-02-20
ER

PT J
AU Fee, CE
   Pierce, JR
   Seo, H
   Yan, S
AF Fee, C. Edward
   Pierce, Joshua R.
   Seo, Hoontaek
   Yan, Shan
TI Bank Debt, Flexibility, and the Use of Proceeds from Asset Sales
SO JOURNAL OF FINANCIAL SERVICES RESEARCH
LA English
DT Article
DE Bank debt; Financial flexibility; Asset sales
ID EMPIRICAL-ANALYSIS; FIRM PERFORMANCE; BOND COVENANTS; AGENCY COSTS;
   PRIVATE; CHOICE; MARKET; ANNOUNCEMENTS; RENEGOTIATION; DETERMINANTS
AB In the theory of financial intermediation, bank debt is often characterized as being more readily renegotiable than public debt. Banks are also conjectured to gain valuable non-public information through closer monitoring. Given these features, bank debt can theoretically be more flexible than public debt and can lead to better investment/liquidation decisions. We investigate this possibility using a sample of firms facing the important decision of whether to reinvest the proceeds from asset sales or whether to distribute the proceeds to debtholders. While higher levels of leverage are associated with an increased probability of distributing proceeds to creditors, this relationship is significantly muted for bank debt as opposed to public debt. This finding is consistent with the conjecture that bank debt provides enhanced flexibility when compared to public debt. Further we find that asset sale announcement period abnormal stock returns are increasing in firms' use of bank debt, but not public debt. This suggests that market participants believe that banking relationships are leading to better decision making for this particular type of investment/liquidation decision. We find no significantly different effects of bank vs. public debt on the initial decision to undertake an asset sale in the first place. Thus, in the context of asset sales, the main observable difference arises in the use of proceeds decision, rather than the initial asset sale decision.
C1 [Fee, C. Edward] Michigan State Univ, Dept Finance, Eli Broad Coll Business, E Lansing, MI 48824 USA.
   [Pierce, Joshua R.] Univ S Carolina, Moore Sch Business, Dept Finance, Columbia, SC 29208 USA.
   [Seo, Hoontaek] Niagara Univ, Commerce Dept, Coll Business Adm, Niagara, NY 14109 USA.
   [Yan, Shan] Susquehanna Univ, Sigmund Weis Sch Business, Selinsgrove, PA 17870 USA.
RP Pierce, JR (reprint author), Univ S Carolina, Moore Sch Business, Dept Finance, Columbia, SC 29208 USA.
EM piercej@moore.sc.edu
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NR 32
TC 0
Z9 0
U1 0
U2 9
PU SPRINGER
PI NEW YORK
PA 233 SPRING ST, NEW YORK, NY 10013 USA
SN 0920-8550
EI 1573-0735
J9 J FINANC SERV RES
JI J. Financ. Serv. Res.
PD AUG
PY 2014
VL 46
IS 1
BP 77
EP 97
DI 10.1007/s10693-013-0173-3
PG 21
WC Business, Finance
SC Business & Economics
GA AM5CU
UT WOS:000339874200003
DA 2020-02-20
ER

PT J
AU Gross, T
   Notowidigdo, MJ
   Wang, JL
AF Gross, Tal
   Notowidigdo, Matthew J.
   Wang, Jialan
TI LIQUIDITY CONSTRAINTS AND CONSUMER BANKRUPTCY: EVIDENCE FROM TAX REBATES
SO REVIEW OF ECONOMICS AND STATISTICS
LA English
DT Article
ID UNEMPLOYMENT-INSURANCE; HOUSEHOLD CONSUMPTION; PERSONAL BANKRUPTCY;
   MORAL HAZARD; CONSEQUENCES; RECIPIENTS
AB We estimate the extent to which legal and administrative fees prevent liquidity-constrained households from declaring bankruptcy. To do so, we study how the 2001 and 2008 tax rebates affected consumer bankruptcy filings. We exploit the randomized timing of the rebate checks and estimate that the rebates caused a significant short-run increase in consumer bankruptcies in both years, with larger effects in 2008 when the rebates were more generous and more widely distributed. Using hand-collected data from individual bankruptcy petitions, we document that households that filed shortly after receiving their rebate checks had higher average liabilities and liabilities-to-income ratios.
C1 [Gross, Tal] Columbia Univ, Mailman Sch Publ Hlth, New York, NY 10027 USA.
   [Gross, Tal; Notowidigdo, Matthew J.] NBER, Cambridge, MA 02138 USA.
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RP Gross, T (reprint author), Columbia Univ, Mailman Sch Publ Hlth, New York, NY 10027 USA.
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NR 29
TC 17
Z9 17
U1 0
U2 10
PU MIT PRESS
PI CAMBRIDGE
PA 55 HAYWARD STREET, CAMBRIDGE, MA 02142 USA
SN 0034-6535
EI 1530-9142
J9 REV ECON STAT
JI Rev. Econ. Stat.
PD JUL
PY 2014
VL 96
IS 3
BP 431
EP 443
DI 10.1162/REST_a_00391
PG 13
WC Economics; Social Sciences, Mathematical Methods
SC Business & Economics; Mathematical Methods In Social Sciences
GA AL8OB
UT WOS:000339397500004
OA Green Published
DA 2020-02-20
ER

PT J
AU Cao, K
   Madura, J
AF Cao, Kien
   Madura, Jeff
TI Investment banks as intermediaries in asset sell-offs
SO JOURNAL OF ECONOMICS AND BUSINESS
LA English
DT Article
DE Asset sell-offs; Investment banksa
AB Based on a sample of asset sell-off transactions from January 1992 to December 2010, our results show that buyers are more likely to hire investment banks when the asset sell-off transactions are larger in both relative and dollar terms, when they use equity as payment, when they are in the technology sectort they are in adifferent industry than the seller, and when the counter party (seller) is in a foreign country. On the other hand, sellers are more likely to hire an investment bank when they are in a different industry than the buyer at heasset sell-off transactions are larger in both rel-active and dollar terms. More over,the over all economic conditions have marginaleffectsonthedecisionofthesellerstohireatop-tier investment bank. We also show that the hiring of an investment bank advisor influences the weal theffects of asset sell-off transactions. Both the buyer and seller are benefit from hiring their own investment banks. (C)2014 Els evier Inc. All right sreserved.
C1 [Cao, Kien] Foreign Trade Univ, Fac Business Adm, Hanoi, Vietnam.
   [Madura, Jeff] Florida Atlantic Univ, Dept Finance, 777 Glades Rd, Boca Raton, FL 33431 USA.
RP Madura, J (reprint author), Florida Atlantic Univ, Dept Finance, 777 Glades Rd, Boca Raton, FL 33431 USA.
EM caokien@ftu.edu.vn; jeffmadura@bellsouth.net
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NR 41
TC 1
Z9 1
U1 0
U2 0
PU ELSEVIER SCIENCE INC
PI NEW YORK
PA 360 PARK AVE SOUTH, NEW YORK, NY 10010-1710 USA
SN 0148-6195
J9 J ECON BUS
JI J. Econ. Bus.
PD JUL-AUG
PY 2014
VL 74
BP 40
EP 56
DI 10.1016/j.jeconbus.2014.04.003
PG 17
WC Business, Finance
SC Business & Economics
GA V04UM
UT WOS:000213829900004
DA 2020-02-20
ER

PT J
AU Kundu, S
   Datta, SK
AF Kundu, Sukanya
   Datta, Saroj Kumar
TI A Scale for Measuring Internet Banking Service Quality: Literature
   Review and Validation with Indian Public Sector Banks
SO JOURNAL OF ELECTRONIC COMMERCE IN ORGANIZATIONS
LA English
DT Article
DE Expectation; Indian Public Sector Banks; Internet Banking; Perception;
   Service Quality
AB There have been many fragmented studies of Internet service quality which have resulted in several models with different combinations of constructs and items, some focusing on different perspectives, and many using different names for the same construct. Some of these models were developed for the specific context of Internet banking. This paper consolidates these fragmented studies of Internet service quality and Internet banking service quality and proposes a scale with nine constructs to measure Internet banking service quality. The scale compares expected service (E) with perceived service (P) across all nine constructs and measures perceived service quality based on P-E. The paper then validates the scale using exploratory and confirmatory factor analyses of 499 survey responses from Internet banking customers of five Indian public sector banks. The service quality scale was conceptualised as a nine-construct, 39-item scale. Through the purification process it was reduced to 34 items spread across nine constructs: availability, site aesthetics, ease of use, technical performance, reliability privacy, trust, responsiveness, and customisation.
C1 [Kundu, Sukanya] Alliance Univ, Alliance Sch Business, Bangalore, Karnataka, India.
   [Datta, Saroj Kumar] Galgotias Univ, Sch Business, Greater Noida, India.
RP Kundu, S (reprint author), Alliance Univ, Alliance Sch Business, Bangalore, Karnataka, India.
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NR 97
TC 2
Z9 2
U1 0
U2 0
PU IGI GLOBAL
PI HERSHEY
PA 701 E CHOCOLATE AVE, STE 200, HERSHEY, PA 17033-1240 USA
SN 1539-2937
EI 1539-2929
J9 J ELECTRON COMMER OR
JI J. Electron. Commer. Organ.
PD JUL-SEP
PY 2014
VL 12
IS 3
BP 12
EP 39
DI 10.4018/jeco.2014070102
PG 28
WC Business
SC Business & Economics
GA VF9UI
UT WOS:000444209300002
DA 2020-02-20
ER

PT J
AU Chou, HH
   Shen, CH
AF Chou, Hsiu-Hsia
   Shen, Chung-Hua
TI Foreign bank expansion and the follow-the-customer hypothesis
SO JOURNAL OF MULTINATIONAL FINANCIAL MANAGEMENT
LA English
DT Article
DE Follow-the-customer; Foreign bank expansion; Corporate customers;
   Non-corporate customers
AB The "follow-the-customer" hypothesis is used in this paper to examine banks' overseas expansion. Unlike previous studies that focus on corporate customers, this study proposes that banks may follow both the corporate and non-corporate customers. Data about non-corporate customers covers labors from 33 home countries to 20 host countries. This type of cross-country study using non corporate customers as additional proxy for customers has not been undertaken. Furthermore, this paper posits that there is an asymmetric effect for the hypothesis. Banks do not follow the customers when their home countries are the developed ones, but do so when they are from the developing countries. Empirical results show that the "follow-the-customer" hypothesis holds for both types of customers when the income of home countries is not distinguished. However, banks do not follow the corporate customers if they come from developed countries, but follow the non-corporate customers regardless of the development of home countries. (C) 2014 Elsevier B.V. All rights reserved.
C1 [Chou, Hsiu-Hsia] Chihlee Inst Technol, Dept Finance, 313,Sect 1,Wunhua Rd, New Taipei 22050, Taiwan.
   [Shen, Chung-Hua] Natl Taiwan Univ, Dept Finance, Taipei 10617, Taiwan.
RP Chou, HH (reprint author), Chihlee Inst Technol, Dept Finance, 313,Sect 1,Wunhua Rd, New Taipei 22050, Taiwan.
EM hhchou@mail.chihlee.edu.tw; chshen01@ntu.edu.tw
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NR 36
TC 0
Z9 0
U1 0
U2 0
PU ELSEVIER SCIENCE BV
PI AMSTERDAM
PA PO BOX 211, 1000 AE AMSTERDAM, NETHERLANDS
SN 1042-444X
EI 1873-1309
J9 J MULTINATL FINANC M
JI J. Multinatl. Financ. Manag.
PD JUL
PY 2014
VL 25-26
BP 95
EP 109
DI 10.1016/j.multin.2014.06.002
PG 15
WC Business, Finance
SC Business & Economics
GA V06CR
UT WOS:000213918800006
DA 2020-02-20
ER

PT J
AU Narteh, B
   Kuada, J
AF Narteh, Bedman
   Kuada, John
TI Customer Satisfaction with Retail Banking Services in Ghana
SO THUNDERBIRD INTERNATIONAL BUSINESS REVIEW
LA English
DT Article
ID RELATIONAL BENEFITS; LOYALTY; QUALITY; DETERMINANTS; PERFORMANCE;
   DIMENSIONS; SELECTION; BEHAVIOR; CHOICE; IMPACT
AB Recent studies indicate high competitiveness of the Ghanaian banking industry, making it difficult for banks to satisfy and retain customers. However, little empirical knowledge exists on the determinants of customer satisfaction toward the services delivered by the banks. This article reports a study of the determinants of customer satisfaction of retail bank services in Ghana. An extensive review of the extant literature was used to identify the theoretical determinants of customer satisfaction in retail banking and their measurement scales. These were adapted to build a conceptual framework for the empirical investigation conducted. Data were collected using a questionnaire administered through personal interviews to 650 customers of retail banks, and the results were factor analyzed and regressed. The empirical results indicated that relational, core, and tangible dimensions of service were positively associated with customer satisfaction in retail banks in Ghana. The study discusses the strategic implications of the findings for the management of customer satisfaction for retail banks operating in Ghana. (C) 2014 Wiley Periodicals, Inc.
C1 [Narteh, Bedman] Univ Ghana, Sch Business, Dept Mkt, POB LG 78, Legon, Accra, Ghana.
   [Narteh, Bedman] Univ Ghana, Business Sch, Mkt, Legon, Accra, Ghana.
RP Narteh, B (reprint author), Univ Ghana, Sch Business, Dept Mkt, POB LG 78, Legon, Accra, Ghana.
EM bnarteh@ug.edu.gh
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NR 105
TC 13
Z9 13
U1 0
U2 0
PU WILEY
PI HOBOKEN
PA 111 RIVER ST, HOBOKEN 07030-5774, NJ USA
SN 1096-4762
EI 1520-6874
J9 THUNDERBIRD INT BUS
JI Thunderbird Int. Bus. Rev.
PD JUL-AUG
PY 2014
VL 56
IS 4
BP 353
EP 371
DI 10.1002/tie.21626
PG 19
WC Business
SC Business & Economics
GA V95CA
UT WOS:000213173500005
OA Green Published
DA 2020-02-20
ER

PT J
AU Tsai, HT
   Chien, JL
   Tsai, MT
AF Tsai, Huei-Ting
   Chien, Jui-Lin
   Tsai, Ming-Tien
TI The influences of system usability and user satisfaction on continued
   Internet banking services usage intention: empirical evidence from
   Taiwan
SO ELECTRONIC COMMERCE RESEARCH
LA English
DT Article
DE Internet banking services; Technology acceptance model; System
   usability; User satisfaction; Continuous usage intention; Taiwan
ID TECHNOLOGY ACCEPTANCE MODEL; POST-ADOPTION BELIEFS;
   INFORMATION-TECHNOLOGY; INNOVATION CHARACTERISTICS; CUSTOMER
   SATISFACTION; FIT INDEXES; CONSUMER; EXPECTATION; EXPERIENCE; BEHAVIOR
AB This study proposes an extended technology acceptance model to investigate the effects of system usability and satisfaction on users' intention to continue using Internet banking services. Based on a survey data from 304 respondents, structural equation modeling technique was employed to validate the model. The empirical results found that users' continuance usage intention is jointly determined by perceived usefulness, perceived compatibility and satisfaction level. The hypothesized model explains 48.2 % of the variance in continuous usage intention. Results of multi-group analysis reveal that there are different concerns and priorities between skilled and less skilled users. Given that the sample of this study is collected from a particular industry in Taiwan, the generalizability of the findings may be limited. However, the comprehensiveness and representativeness of the research sample is a major strength of this study.
C1 [Tsai, Huei-Ting; Chien, Jui-Lin] Natl Cheng Kung Univ, Dept Business Adm, Tainan 70101, Taiwan.
   [Tsai, Huei-Ting; Chien, Jui-Lin] Natl Cheng Kung Univ, Inst Int Business, Tainan 70101, Taiwan.
   [Tsai, Ming-Tien] Wuyi Univ, Sch Business, Wuyishan City, Fujian Province, Peoples R China.
RP Chien, JL (reprint author), Natl Cheng Kung Univ, Dept Business Adm, 1 Univ Rd, Tainan 70101, Taiwan.
EM httsai@mail.ncku.edu.tw; ruilinjian@gmail.com; wyxycmt@163.com
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NR 90
TC 17
Z9 17
U1 0
U2 76
PU SPRINGER
PI DORDRECHT
PA VAN GODEWIJCKSTRAAT 30, 3311 GZ DORDRECHT, NETHERLANDS
SN 1389-5753
EI 1572-9362
J9 ELECTRON COMMER RES
JI Electron. Commer. Res.
PD JUN
PY 2014
VL 14
IS 2
BP 137
EP 169
DI 10.1007/s10660-014-9136-5
PG 33
WC Business; Management
SC Business & Economics
GA AK3OX
UT WOS:000338335300002
DA 2020-02-20
ER

PT J
AU Bouvatier, V
AF Bouvatier, Vincent
TI Heterogeneous bank regulatory standards and the cross-border supply of
   financial services
SO ECONOMIC MODELLING
LA English
DT Article
DE Financial services; Banking regulation; Gravity model
ID REGIONAL TRADE AGREEMENTS; PANEL-DATA; SPECIFICATION; INTEGRATION
AB This paper investigates whether the differences in bank regulatory standards matter for the cross-border supply of financial services. A gravity model of the bilateral exports of financial services is implemented to assess the impact of various factors that measure cross-country differences in the bank regulatory standards. The results show that cross-country heterogeneity in private monitoring impedes the export of financial services. However, this effect remains limited compared to the effect of direct trade barriers. (C) 2014 Elsevier B.V. All rights reserved.
C1 Univ Paris Ouest Nanterre La Def, EconomiX CNRS, F-92001 Nanterre, France.
RP Bouvatier, V (reprint author), Univ Paris Ouest Nanterre La Def, EconomiX CNRS, 200 Ave Republ, F-92001 Nanterre, France.
EM vbouvatier@u-paris10.fr
RI Bouvatier, Vincent/I-5961-2019
OI Bouvatier, Vincent/0000-0003-4802-1313
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NR 54
TC 2
Z9 2
U1 1
U2 11
PU ELSEVIER
PI AMSTERDAM
PA RADARWEG 29, 1043 NX AMSTERDAM, NETHERLANDS
SN 0264-9993
EI 1873-6122
J9 ECON MODEL
JI Econ. Model.
PD JUN
PY 2014
VL 40
BP 342
EP 354
DI 10.1016/j.econmod.2014.04.013
PG 13
WC Economics
SC Business & Economics
GA AJ7BP
UT WOS:000337852400035
DA 2020-02-20
ER

PT J
AU Vella, J
   Caruana, A
   Pitt, LF
AF Vella, Joseph
   Caruana, Albert
   Pitt, Leyland F.
TI Elements of a talent strategy for effective relationship building: A
   study among bank sales and service providers
SO JOURNAL OF FINANCIAL SERVICES MARKETING
LA English
DT Article
DE equity sensitivity; emotional labor; organizational commitment;
   corporate performance; banking; talent strategy
AB This study considers equity sensitivity, emotional labor and organizational commitment as three important variables that play a critical role among sales and service providers at a bank and the effect these variables ultimately have on corporate performance. Using an equity theory perspective, research hypotheses linking the various constructs are formulated. Data are collected from sales and service managers at a community bank and partial aggregation followed by structural equation modeling is used to test the hypotheses. Results are reported, implications to a bank's talent strategy are drawn, limitations are noted and directions for future research are indicated.
C1 [Vella, Joseph] Univ Malta, Dept Corp Commun, MSD2080, Msida, Malta.
   [Caruana, Albert] Univ Malta, Mkt, Msida, Malta.
   [Caruana, Albert] Univ Bologna, Bologna, Italy.
   [Pitt, Leyland F.] Simon Fraser Univ, Beedie Sch Business, Mkt, Vancouver, BC, Canada.
   [Pitt, Leyland F.] Simon Fraser Univ, Beedie Sch Business, Business, Vancouver, BC, Canada.
RP Vella, J (reprint author), Univ Malta, Dept Corp Commun, MSD2080, Msida, Malta.
RI Caruana, Albert/E-6018-2013
OI Caruana, Albert/0000-0002-5815-8172
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NR 72
TC 1
Z9 1
U1 0
U2 0
PU PALGRAVE MACMILLAN LTD
PI BASINGSTOKE
PA BRUNEL RD BLDG, HOUNDMILLS, BASINGSTOKE RG21 6XS, HANTS, ENGLAND
SN 1363-0539
EI 1479-1846
J9 J FINANC SERV MARK
JI J. Financ. Serv. Mark.
PD JUN
PY 2014
VL 19
IS 2
SI SI
BP 118
EP 131
DI 10.1057/fsm.2014.14
PG 14
WC Business
SC Business & Economics
GA V75VA
UT WOS:000211870900006
DA 2020-02-20
ER

PT J
AU Hsing, Y
AF Hsing, Yu
TI Test of the bank lending channel: the case of US consumer loans
SO APPLIED ECONOMICS LETTERS
LA English
DT Article
DE bank lending channel; federal funds rate; bank deposits; consumer loans
ID MONETARY-POLICY; CREDIT CHANNEL; TRANSMISSION; DEMAND
AB Based on a simultaneous-equation model incorporating potential substitution of credit card loans for conventional consumer loans, this article finds that the demand for conventional consumer loans is negatively affected by the personal loan rate and positively associated with the credit card rate and real per capita disposable income and that the supply of conventional consumer loans is positively affected by the personal loan rate and bank deposits and negatively impacted by the federal funds rate and the real effective exchange rate. Hence, the bank lending channel for conventional consumer loans is confirmed as monetary easing to reduce the federal funds rate or increased deposits/reserves is expected to increase loan supply.
C1 SE Louisiana Univ, Dept Management & Business Adm, Coll Business, Hammond, LA 70402 USA.
RP Hsing, Y (reprint author), SE Louisiana Univ, Dept Management & Business Adm, Coll Business, Hammond, LA 70402 USA.
EM yhsing@selu.edu
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NR 20
TC 0
Z9 0
U1 1
U2 21
PU ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
PI ABINGDON
PA 4 PARK SQUARE, MILTON PARK, ABINGDON OX14 4RN, OXFORDSHIRE, ENGLAND
SN 1350-4851
EI 1466-4291
J9 APPL ECON LETT
JI Appl. Econ. Lett.
PD MAY 3
PY 2014
VL 21
IS 7
BP 466
EP 469
DI 10.1080/13504851.2013.868578
PG 4
WC Economics
SC Business & Economics
GA 296DJ
UT WOS:000330165000005
DA 2020-02-20
ER

EF