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International Journal of Bank Marketing
Number of Followers: 9  
  Hybrid Journal Hybrid journal (It can contain Open Access articles)
ISSN (Print) 0265-2323
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  • Just how loyal are Islamic banking customers'
    • Pages: 410 - 422
      Abstract: International Journal of Bank Marketing, Volume 36, Issue 3, Page 410-422, May 2018.
      Purpose The purpose of this paper is to determine the rate difference required to persuade Islamic banking customers to switch to conventional banks. Design/methodology/approach A choice-based conjoint analysis survey was administered to 300 UAE Islamic banking customers. Customer utilities for Islamic and conventional banks, products and prices were developed to test hypotheses while a market simulation estimated the impact of rate changes on choice shares. Findings Overall, Muslim customers of Islamic banks strongly preferred Islamic banks and products. However, 43 percent were willing to switch to conventional banks to obtain better rates. Indeed, the share choosing conventional banks rose from 25 percent when rates were the same to 68 percent when conventional products offered 2 percent better rates. Research limitations/implications This research requires replication and extension in appropriate contexts such as Malaysia and Indonesia. Moreover, the existence of price sensitivity tiers implies underlying benefit segments that should be studied. Practical implications As so many Islamic banking customers would switch to conventional banks for better rates, it seems that conventional banks compete with Islamic banks for most clients. Islamic banks should price accordingly. Originality/value This is the first study to quantify the loyalty of Islamic banking customers in terms of price and, consequently, the first to demonstrate the existence of price sensitivity tiers. It is also the first in this field to apply conjoint analysis and market modeling.
      Citation: International Journal of Bank Marketing
      PubDate: 2018-05-04T07:26:43Z
      DOI: 10.1108/IJBM-09-2016-0138
  • Investigating the relationship between service quality dimensions,
           customer satisfaction and loyalty in Turkish banking sector
    • Pages: 423 - 440
      Abstract: International Journal of Bank Marketing, Volume 36, Issue 3, Page 423-440, May 2018.
      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.
      Citation: International Journal of Bank Marketing
      PubDate: 2018-05-04T07:27:02Z
      DOI: 10.1108/IJBM-02-2017-0037
  • Profiling emerging market investors: a segmentation approach
    • Pages: 441 - 455
      Abstract: International Journal of Bank Marketing, Volume 36, Issue 3, Page 441-455, May 2018.
      Purpose The purpose of this paper is to obtain a market-oriented approach to segment individual investors in terms of their attitudes and behaviour towards investment. It also attempts to understand the impact of certain demographic variables like gender, age and education on the behaviour of individual investors in the emerging urban Indian market. Design/methodology/approach A structured questionnaire was used to obtain a total of 340 valid responses which were collected from March 2016 to August 2016. Factor analysis was used to explore the components. Based on these components, cluster analysis was used to identify different subgroups. Statistical techniques, namely, t-test, analysis of variance and Fisher’s least significant difference test were used to examine the impact of demographic variables. Findings Factor analysis displayed five components, namely, interest in financial matters, anxiety for money, logical decisions, concern for future and spending tendency. Cluster analysis indicates that individuals can be divided into five clusters based on these components. It further substantiates that gender and education have a significant association with each subgroup. Research limitations/implications Individual investor segments that were identified and profiled may provide an opportunity for advisors, financial analysts, organisations and investors to improve investment decision making. In this way, financial service firms can identify and provide services based on group-specific needs. Originality/value To the best of the authors’ knowledge, this study is the first of its kind to segment Indian investors into different homogeneous groups based on their attitude and behaviour towards financial matters.
      Citation: International Journal of Bank Marketing
      PubDate: 2018-05-04T07:26:09Z
      DOI: 10.1108/IJBM-03-2017-0058
  • Younger and older trust in a crisis situation
    • Pages: 456 - 481
      Abstract: International Journal of Bank Marketing, Volume 36, Issue 3, Page 456-481, May 2018.
      Purpose The purpose of this paper is to analyze consumer trust during a financial crisis, studying its antecedents and consequences. The perceptions of older and younger consumers are also compared. Design/methodology/approach The theoretical model of trust formation is tested on a random sample of 634 individuals from the three largest Spanish cities, Madrid, Barcelona and Valencia, in a period of economic crisis. Structural equation models were used to verify the global hypothesized relationships. Additionally, the total sample was divided into two groups (younger and older consumers) in order to test the moderating effect of age in the proposed relationships. Findings In a period of financial crisis, older consumers’ trust is protected by an emotional and experiential shield from the effects of negative news in the surrounding environment. In contrast, trust, although important, is not the core variable for the younger segment, whose preferences are the consequence of a broad range of cognitive and emotional variables. Research limitations/implications This research was carried out on financial services. Emotional, relational and experience-linked variables acquire greater importance as the individual gets older, in contrast to more cognitive evaluations. The difference between the younger and the older segments is that the cornerstone of older consumers’ attitudinal loyalty is trust, whereas for younger people, it is positive switching costs or rewards. Further research on the proposed conceptual model across different industries and countries is needed to determine the generalizability and consistency of the findings from this study. Practical implications This paper has significant managerial implications. The authors believe that the best strategy for a bank during a period of crisis is to follow a customer-friendly orientation, as in the case of banks that took a long-term vision to look after their brand image. The study draws banking companies’ attention to the importance of using age as a segmentation criterion. Originality/value Based on the life-course paradigm, a theoretical model of trust formation is performed. In a period of economic crisis, trust becomes the key variable in determining older consumers’ preferences.
      Citation: International Journal of Bank Marketing
      PubDate: 2018-05-04T07:26:17Z
      DOI: 10.1108/IJBM-01-2017-0018
  • Modeling credit risk in credit unions using survival analysis
    • Pages: 482 - 495
      Abstract: International Journal of Bank Marketing, Volume 36, Issue 3, Page 482-495, May 2018.
      Purpose The purpose of this paper is to investigate proprietary data from customers of a Southern Louisiana credit union. It analyzes the factors that contribute to an accelerated failure time (AFT) using information from customers’ credit applications as well as information provided in their credit report. Design/methodology/approach This paper investigates the factors that affect credit risk using survival analysis by employing two primary models – the AFT model and the Cox proportional hazard (PH) model. While several studies employ the Cox PH model, few use the AFT model. However, this paper concludes that the AFT model has superior predictive qualities. Findings This paper finds that the factors specific to borrowers and local factors play an important role in the duration of a loan. Practical implications This paper offers an easily interpretable model for determining the duration of a potential borrower. The marketing department of credit unions can then use this information to predict when a customer will default, thus allowing the credit union to intervene in a timely manner to prevent defaults. Further, the credit union can use this information to seek out customers who are less likely to default. Originality/value This study is different from the previous research due to its focus on credit unions, which have distinct characteristics. Compared to similar lending institutions, the charter of the credit union does not allow management to sell off loans to other investors.
      Citation: International Journal of Bank Marketing
      PubDate: 2018-05-04T07:26:36Z
      DOI: 10.1108/IJBM-05-2017-0091
  • Cross-border branching in the Latin American banking sector
    • Pages: 496 - 528
      Abstract: International Journal of Bank Marketing, Volume 36, Issue 3, Page 496-528, May 2018.
      Purpose Branching is not the only way for foreign banks to enter a national market, and it is impractical when there are informational and cultural barriers and asymmetries among countries. The purpose of this paper is to analyze the determinants of cross-border branching in the Latin American banking sector, a region with regulatory disparity and political and economic instability, offering elements to a grounded strategic decision. Design/methodology/approach This study uses data from six Latin American countries. To account for the preponderance of zero counts, classes of zero-inflated models are applied (Poisson, negative binomial, and mixed). Model fit indicators obtained from differences between observed and estimated counts are used for comparisons, considering branches in each region established by banks from every other foreign region of the sample. Findings Branching by foreign banks is positively correlated with the population, GDP per capita, household disposable income, and economic freedom score of the host country. The opposite holds for the unemployment rate and entry regulations of the host country. Originality/value Few paper address cross-border banking in emerging economies. This paper analyzes cross-border branching in Latin America in the context of the current financial integration and bank strategy. Econometrically, its pioneering design allows modeling of inflation of zeros, over-dispersion, and the multilevel data structure. This design allowed testing of a novel country-level variable: the host country’s economic freedom score.
      Citation: International Journal of Bank Marketing
      PubDate: 2018-05-04T07:26:56Z
      DOI: 10.1108/IJBM-01-2017-0003
  • Impact of oil and gas price shocks on the non-performing loans of banks in
           an oil and gas-rich economy
    • Pages: 529 - 556
      Abstract: International Journal of Bank Marketing, Volume 36, Issue 3, Page 529-556, May 2018.
      Purpose The purpose of this paper is to examine and compare the impact of oil and gas prices shocks on the non-performing loans (NPLs) of banks at the aggregate as well as at the level of commercial and Islamic banks in Qatar over the period 2000-2016. Design/methodology/approach Using the West Texas Intermediate Database, BankScope Database, World Bank’s World Development Indicators Database, and International Monetary Fund Database, the authors use a one-step system generalized method of moments dynamic model to examine and compare the association between oil and gas prices shocks with NPLs in Qatari banks. The authors also test the hypotheses of direct and indirect impacts of oil price shocks and gas price shocks on bank NPLs. Findings The results indicate that oil price shocks and gas price shocks do not have directly affect NPLs of Qatari banks at the aggregate level, while they have indirect effects that are channeled through the country-specific macroeconomic and institutional factors. The authors find that oil and gas prices shocks affect NPLs of Qatari Islamic banks directly through extended oil and gas-related cash flows, while their impact on the NPLs of Qatari commercial banks is indirect. In other words, Islamic banks in Qatar greatly benefits from increased cash flow caused by the rise in the oil and gas prices, which make their NPLs, much lower than that in commercial banks. Better capital cushion, better managerial efficiency, better risk management, and liquidity management systems should be used by the Islamic banks in Qatar to expand their customer base. The authors also find that positive fiscal stance of the government reduces the NPLs in both commercial and Islamic banks. Practical implications The results of this study necessitate policy measures that can counter the effects of changes in oil and gas prices on the growth of bank NPLs. Originality/value It is widely recognized that oil and gas prices and the level of production are of great importance to the economic development of oil and gas-exporting countries. So far, however, no econometric study has been reported in the literature which analyses and compares the impact of oil and gas prices shocks on the NPLs of commercial and Islamic banks and also at the aggregate level in any of the oil economies. Thus, this study provides the first empirical evidence on distinct direct and indirect channels through which oil and gas prices shocks may affect bank NPLs.
      Citation: International Journal of Bank Marketing
      PubDate: 2018-05-04T07:26:04Z
      DOI: 10.1108/IJBM-05-2017-0087
  • Intention to use e-banking services in the Jordanian commercial banks
    • Pages: 557 - 571
      Abstract: International Journal of Bank Marketing, Volume 36, Issue 3, Page 557-571, May 2018.
      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.
      Citation: International Journal of Bank Marketing
      PubDate: 2018-05-04T07:25:50Z
      DOI: 10.1108/IJBM-05-2017-0082
  • The effects of the elaboration likelihood model on initial trust formation
           in financial advisory services
    • Pages: 572 - 590
      Abstract: International Journal of Bank Marketing, Volume 36, Issue 3, Page 572-590, May 2018.
      Purpose In order for financial institutions to cope with increased competitive pressure from the financial technology companies, offering digital services such as a mobile service system (MSS) targeted for high net worth individuals (HNWIs) becomes critical. Despite long-term trustworthy relationships between HNWIs and financial advisors, studies suggest that the formation of initial trust poses a significant challenge. The purpose of this paper is to identify various features related to initial trust antecedents. Design/methodology/approach The study was conducted using the survey data, and employs variance-based structural equation modeling (SEM) techniques to test hypotheses. Findings The findings from a closed experiment with 107 participants suggest that compared to more traditional service systems, customers are more prone to the construct of service quality, and specifically professional, prompt, dependable and timely financial advice. Originality/value The study validated key constructs that positively influence the initial trust formation process and ultimately the intention to use in an MSS for the financial advisory. The authorts particularly emphasized the rebalancing and monitoring steps in the financial planning process between HNWIs and client advisors.
      Citation: International Journal of Bank Marketing
      PubDate: 2018-05-04T07:26:58Z
      DOI: 10.1108/IJBM-02-2017-0038
  • A bank merger predictive model using the Smoluchowski stochastic
           coagulation equation and reverse engineering
    • Abstract: International Journal of Bank Marketing, Ahead of Print.
      Purpose The purpose of this paper is to provide a theoretical framework for predicting the next period financial behavior of bank mergers within a statistical-oriented setting. Design/methodology/approach Bank mergers are modeled combining a discrete variant of the Smoluchowski coagulation equation with a reverse engineering method. This new approach allows to compute the correct merging probability values via the construction and solution of a multi-variable matrix equation. The model is tested on real financial data relative to US banks collected from the National Information Centre. Findings Bank size distributions predicted by the proposed method are much more adherent to real data than those derived from the estimation method. The proposed method provides a valid alternative to estimation approaches while overcoming some of their typical drawbacks. Research limitations/implications Bank mergers are interpreted as stochastic processes focusing on two main parameters, that is, number of banks and asset size. Future research could expand the model analyzing the micro-dynamic taking place behind bank mergers. Furthermore, bank demerging and partial bank merging could be considered in order to complete and strengthen the proposed approach. Practical implications The implementation of the proposed method assists managers in making informed decisions regarding future merging actions and marketing strategies so as to maximize the benefits of merging actions while reducing the associated potential risks from both a financial and marketing viewpoint. Originality/value To the best of the authors’ knowledge, this is the first study where bank merging is analyzed using a dynamic stochastic model and the merging probabilities are determined by a multi-variable matrix equation in place of an estimation procedure.
      Citation: International Journal of Bank Marketing
      PubDate: 2018-05-24T09:06:30Z
      DOI: 10.1108/IJBM-05-2017-0106
  • Multichannel segmentation in the after-sales stage in the insurance
    • Abstract: International Journal of Bank Marketing, Ahead of Print.
      Purpose The purpose of this paper is to present a multichannel segmentation approach to identifying customer segments based on actual customer channel usage in the post-purchase phase in the health insurance industry. Design/methodology/approach A multinomial regression model and count regression models were estimated to describe the profiles of customer segments and the frequency of channel usage based on generations and sociodemographic variables. Findings This study identified generational differences in channel usage. Single female customers from the Pre-Boomer or Baby Boomer generation and customers living in states with lower incomes are more likely to use call centres. Website users tend to live in regions with higher per capita income. Multichannel users are, on average, more frequent users of both the website and call centres. In terms of sociodemographics, they display a more heterogeneous profile. Research limitations/implications The proposed segmentation needs to be enriched with additional variables such as customers’ health status or channel usage motivations. Practical implications Customers, who are male, married and from Generations Y and X, are more likely to use the website. Their propensity to switch to a digital channel could be investigated further to develop targeted migration strategies. Multichannel users are, on average, more frequent users of all channels. To avoid increased channel costs, segments should be analysed in terms of their size and profit potential to help allocate marketing investment more efficiently. Originality/value As opposed to existing research, the proposed segmentation approach is based on transactional data of channel usage from a real company, combined with analyses using generations and sociodemographic variables.
      Citation: International Journal of Bank Marketing
      PubDate: 2018-05-24T09:03:54Z
      DOI: 10.1108/IJBM-11-2016-0174
  • The role of satisfaction and loyalty for insurers
    • Abstract: International Journal of Bank Marketing, Ahead of Print.
      Purpose The purpose of this paper is to examine the crucial antecedents of satisfaction and loyalty for the insurance industry and discuss how customer satisfaction and loyalty can be increased. Design/methodology/approach A large-scale global survey is conducted among 11,736 insurance customers. To analyze the data, structural equation modeling is used to estimate the influence of the identified antecedents of satisfaction and loyalty. Findings The results reveal a positive relationship between satisfaction and attitudinal loyalty for the insurance industry. In addition, the individual cognitive-based dimensions of anticipated regret and product category knowledge significantly affect satisfaction. Furthermore, co-production and trust both positively affect satisfaction and attitudinal loyalty. Research limitations/implications This study identifies relevant antecedents of satisfaction and attitudinal loyalty for the emerging literature of insurance marketing. Future studies in this domain should examine the influence of additional dimensions which were not part of the present work, such as perceived price fairness, service quality, and switching costs. Practical implications By installing and maintaining efficient two-way communication channels, insurers can decrease customers’ anticipated regret and enhance product category knowledge, which, in turn, can increase customer satisfaction. In addition, frequent and honest communication should be used to build up trust and induce co-production, which positively affect satisfaction and attitudinal loyalty. Originality/value This paper identifies crucial antecedents of satisfaction and attitudinal loyalty for insurance companies. This research is timely, as previous works have largely neglected the idiosyncrasies of the insurance sector.
      Citation: International Journal of Bank Marketing
      PubDate: 2018-05-24T09:00:52Z
      DOI: 10.1108/IJBM-10-2016-0152
  • Usage based upon reasons: the case of electronic banking services in India
    • Abstract: International Journal of Bank Marketing, Ahead of Print.
      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.
      Citation: International Journal of Bank Marketing
      PubDate: 2018-05-24T03:20:21Z
      DOI: 10.1108/IJBM-03-2017-0060
  • Developing a service value measurement scale in retail banking services
    • Abstract: International Journal of Bank Marketing, Ahead of Print.
      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.
      Citation: International Journal of Bank Marketing
      PubDate: 2018-05-24T03:16:43Z
      DOI: 10.1108/IJBM-03-2017-0055
  • When customers are willing to disclose information in the insurance
    • Abstract: International Journal of Bank Marketing, Ahead of Print.
      Purpose The purpose of this paper is to show antecedents of customers’ information disclosure in the insurance industry and demonstrate central levers that foster customers’ information disclosure to companies in the insurance sector. Design/methodology/approach A conceptual model is presented, which is empirically tested with 3,494 insurance customers from ten counties with structural equation modelling and multi-group analysis. Findings Customer value in the insurance industry consists of three factors (customer value provided by the company, the agent, and the product) and affects information disclosure directly and indirectly (via satisfaction and trust). Research limitations/implications Antecedents of customers’ information disclosure in the insurance industry were identified. Moreover, the authors show that, in line with resource exchange theory, customers are willing to disclose personal and behavioral data to an insurance company in exchange for lower premiums or additional services. Practical implications Customers expect benefits in exchange for their personal data. In combination with new technologies (e.g. smartphones or wearables), companies can offer tailored products to their customers and can create a win -win situation for customers as well as insurance companies. Originality/value The paper identifies the antecedents of customers’ information disclosure in the insurance industry with a conceptual model. This model is tested in ten countries and offers insights in established (e.g. USA) as well as emergent markets (e.g. Brazil).
      Citation: International Journal of Bank Marketing
      PubDate: 2018-05-24T03:14:21Z
      DOI: 10.1108/IJBM-12-2016-0183
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