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International Journal of Bank Marketing
Journal Prestige (SJR): 0.654  Citation Impact (citeScore): 3 Number of Followers: 4  Hybrid journal * Containing 3  Open Access article(s) in this issue *ISSN (Print) 0265-2323 - ISSN (Online) 1758-5937 Published by Emerald  [360 journals]
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- Man vs machine: how artificial intelligence in banking influences consumer
belief in financial advice-
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Authors: Gavin Northey , Vanessa Hunter , Rory Mulcahy , Kelly Choong , Michael Mehmet
Abstract: This research set out to examine how financial advice provided by a human advisor (vs robo-advisor) influences investment intentions in a retail banking context. In two experiments, between-subjects experimental designs were employed to test the primary hypothesis and identify the underlying causal mechanisms that influence consumer investment decisions. The results from two experiments indicate consumers have more belief in financial advice provided by a human financial advisor (vs robo-advisor), when the level of involvement is high. The authors also identify customer belief in the information and the customer's perception of the bank's “customer focus” as the causal mechanisms that have downstream effects on investment intentions. This research is the first to examine how financial advice received from a human advisor (vs robo-advisor) influences investment intentions in a retail banking context. Furthermore, this research identifies high involvement as a key boundary condition moderating the effects on investment intention and identifies consumer belief in the advice, as well as the bank's perceived level of customer focus as the causal mechanisms influencing investment intentions.
Citation: International Journal of Bank Marketing
PubDate: 2022-05-17
DOI: 10.1108/IJBM-09-2021-0439
Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
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- Disruptive technology and AI in the banking industry of an emerging market
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Authors: Akinyemi Paul Omoge , Prachi Gala , Alisha Horky
Abstract: As disruptive technologies, such as the use of artificial intelligence (AI)-enabled customer relationship management (CRM) systems, alter the processes and strategies that banks use in service delivery models, the impact of such technologies on consumer acceptance and buying behavior must continue to be examined. This research studies the impact of technology usage and acceptance of AI-enabled banking CRM systems in Nigeria on consumer buying behavior via the mediation of customer satisfaction and service quality. The study also investigates the negative impact of technology downtime, a frequent phenomenon in the emerging market, which has not, to this point, been studied on a large scale. The authors collect quantitative data via a face-to-face administered questionnaire from four hundred customers of ten different Nigerian banks regarding their perceptions of technology use in the banking sector. While the research finds that technology usage has positive and direct effects on service quality, customer satisfaction and consumer buying behavior, service quality was found not to have a significant effect on consumer buying behavior. The study also establishes that technology downtime has a moderating effect on technology usage, consumer buying behavior and customer satisfaction in the banking context. Scant literature exists that explores the importance of culture in technology usage and acceptance, specifically in developing countries like Nigeria. This study explores the impact of technology usage along with acceptance in the Nigerian setting on Nigerian consumers and their resulting satisfaction. Technology usage has been known to impact customer satisfaction in various ways, but no study has looked specifically at how technology in the banking sector can further be of help or harm from a Nigerian perspective. This study explores the technology usage in banking sector of Nigeria and its impact on the consumer buying behaviour. No studies in our knowledge have been known to consider the role of technology downtime, a frequent phenomenon in emerging market, as a factor, which will affect the customer satisfaction and buying behavior. Thus, this study (1a) explores the negative outcomes of technology downtime on both service quality and customer satisfaction, (b) explores the moderating relationship of technology downtime on the technology usage and consumer-related outcomes.
Citation: International Journal of Bank Marketing
PubDate: 2022-05-10
DOI: 10.1108/IJBM-09-2021-0403
Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
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- Drivers of privacy concerns when interacting with a chatbot in a customer
service encounter-
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Authors: Mariem Bouhia , Lova Rajaobelina , Sandrine PromTep , Manon Arcand , Line Ricard
Abstract: This study aims to examine the antecedents of privacy concerns in the era of artificial intelligence. Specifically, it focuses on the impact of various factors related to interactions with a chatbot (creepiness and perceived risk) and individual traits (familiarity with chatbots and need for privacy) in relation to privacy when interacting with a chatbot in the context of financial services. The moderating effect of gender on these relationships was also examined. A total of 430 Canadians responded to an online questionnaire after interacting with a chatbot in the context of a simulated auto insurance quote. A structural equation model was used to test the hypotheses. The results showed that privacy concerns are influenced primarily by creepiness, followed by perceived risk and the need for privacy. The last two relationships are moderated by gender. Conversely, familiarity with chatbots does not affect privacy concerns in this context. This study is the first to consider the influence of creepiness as an antecedent of privacy concerns arising from interactions with AI tools and highlight its key impacts. It also shows how gender moderates specific relationships in this context.
Citation: International Journal of Bank Marketing
PubDate: 2022-05-10
DOI: 10.1108/IJBM-09-2021-0442
Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
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- Affective and cognitive factors that hinder the banking relationships of
economically vulnerable consumers-
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Authors: Marta de la Cuesta-González , Beatriz Fernandez-Olit , Isabel Orenes-Casanova , Juandiego Paredes-Gazquez
Abstract: The aim of this paper is to explore the affective and cognitive factors that condition banking relationships for economically vulnerable consumers and how these factors contribute to increasing financial difficulties and exclusion. This research, performed on a set of focus groups, bases its findings on a combination of experimental and discourse analysis methods. Financial decisions are not rational and can be biased by affective and cognitive factors. Behavioural finance has focused very little on analysing how consumer biases influence relationships with banking institutions. Additionally, these relationships are affected by the digitalization and transformation of banking business. Thus, in the case of economically vulnerable consumers, who are not profitable for the increasingly competitive banking industry and lack financial abilities, their risk of financial exclusion is increasing. The results show that distrust and shame lead to financial difficulties in economically vulnerable consumers. Distrust generates problems of access and self-exclusion, while shame generates difficulties of use. This lack of trust makes them more rational when dealing with machines than with people, showing greater banking difficulties for consumers with a “person-suspicious” profile. This finding can help regulators establish limits on banking behaviour, require banks to incorporate affective and cognitive factors in their convenience tests and detect new variables that can help them improve their insolvency ratios and reputations.
Citation: International Journal of Bank Marketing
PubDate: 2022-05-03
DOI: 10.1108/IJBM-10-2021-0491
Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
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- Feeling the love' How consumer's political ideology shapes responses
to AI financial service delivery-
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Authors: Aimee Riedel , Rory Mulcahy , Gavin Northey
Abstract: This paper aims, first, to examine artificial intelligence (AI) vs human delivery of financial advice; second, to examine the serial mediating roles of emotion and trust between AI use in the financial service industry and their impact upon marketing outcomes including word of mouth (WOM) and brand attitude; and third, to examine how political ideology moderates' consumers' reactions to AI financial service delivery. A review of the extant literature is conducted, yielding seven hypotheses underpinned by affect-as-information theory. The hypotheses are tested via three online scenario-based experiments (n = 801) using Process Macro. The results of the three experiments reveal consumers experience lower levels of positive emotions, specifically, affection, when financial advice is provided by AI in comparison to human employees. Secondly, across the three experiments, conservative consumers are shown to perceive somewhat similar levels of affection in financial advice provided by AI and human employees. Whereas liberal consumers perceive significantly lower levels of affection when serviced by AI in comparison to conservatives and human employee financial advice. Thirdly, results reveal affection and trust to be serial mediators which explain consumers' WOM and brand attitudes when financial services are provided by AI. Fourthly, the investment type plays an important role in consumers’ reactions to the use of AI. To the best of the authors’ knowledge, this research is one of the first to study political ideology as a potential moderator of consumers’ responses to AI in financial services, providing novel contributions to the literature. It further contributes unique insights by examining emotional responses to AI and human financial advice for different amounts and types of investments using a comprehensive approach of examining both valence and discrete emotions to identify affection as a key explanatory emotion. The study further sheds insights relating to how emotions (affection) and trust mediate the relationship between AI and WOM, and brand attitudes, demonstrating an affect-attitude psychological sequence that explains consumers’ reactions to AI in financial services.
Citation: International Journal of Bank Marketing
PubDate: 2022-04-05
DOI: 10.1108/IJBM-09-2021-0438
Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
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- Consumer adoption of mobile payment services during COVID-19: extending
meta-UTAUT with perceived severity and self-efficacy-
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Authors: Nitin Upadhyay , Shalini Upadhyay , Salma S. Abed , Yogesh K. Dwivedi
Abstract: The purpose of this paper is to identify and examine the important factors that could affect consumers' behavioural intention and use behaviour towards mobile payment services during COVID-19. The proposed model extends meta-Unified Theory of Acceptance and Use of Technology (meta-UTAUT) model with perceived severity and self-efficacy factors affecting consumers' behavioural intention and use behaviour towards mobile payment services. A convenient sampling technique has been utilized to gather data from a self-administered questionnaire. The data collection was restricted to the online mode to avoid any physical contact considering the COVID-19 situation. The findings revealed that performance expectancy, effort expectancy and perceived severity have a significant positive impact on consumers' attitude; facilitating conditions has a significant positive impact on effort expectancy; self-efficacy has a significant positive impact on effort expectancy; attitude has a significant positive impact on behavioural intention; and behavioural intention has a significant positive impact on use behaviour. Social influence did not confirm any significant relationship. The current research study has utilized a non-probability convenient sampling technique to gather data through a self-administered questionnaire. The data collection was restricted to the online mode to avoid any physical contact considering the COVID-19 situation. The respondents were adopters of mobile payment services. The scope of the study is the COVID-19 context or related chronic diseases context where major preventive mechanisms such as social distancing and avoidance of physical contacts are vital. This study has extended the meta-UTAUT model with the COVID-19 context-specific constructs and relationships. The undertaken work has strengthened the explanability of the model. The inclusion of context relevant variables such as perceived severity and self-efficacy and their association with the existing meta-UTAUT framework have enriched the context of the study. The current study offers a holistic understanding of significant factors influencing Indian consumers’ adoption of mobile payment services in the COVID-19 context.
Citation: International Journal of Bank Marketing
PubDate: 2022-01-25
DOI: 10.1108/IJBM-06-2021-0262
Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
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- Will proximity mobile payments substitute traditional payments'
Examining factors influencing customers' switching intention during the
COVID-19 pandemic-
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Authors: Hong-Lei Mu , Young-Chan Lee
Abstract: The objective of this study is twofold: first, to investigate the determinants of customers' switching intention from traditional payments to proximity mobile payments (PMPs) during the COVID-19 pandemic for specific insight on how these factors shape customers' switching intentions; second, this study discusses the relationship between traditional payments and PMP services. The study data were collected from individual customers who used both traditional payments and PMP in a physical store during the COVID-19 pandemic. Structural equation modeling (SEM) was applied to analyze the validity of the variables and the causal relationships among variables based on 305 valid data. The results show that the factor of traditional payments, that is, dissatisfaction positively and significantly influenced customers' switching intention. Factors of PMP, namely perceived usefulness (PUF) and perceived ease of use (EOU), positively and significantly impacted switching intention. In addition, the relationship between traditional payments and PMP, that is, low perceived substitutability was found to negatively influence switching intention, PUF and EOU. First, the study targets are customers with experience in using PMP after the COVID-19 pandemic. It is suggested to compare customers who had experience using PMP before and after the COVID-19 pandemic. Second, although cash and bank cards belong to the category of traditional payments, they have different degrees of contact when transactions occur. The contact rate of bank cards is lower than that of cash. This study did not differentiate between cash and bank cards, which is the main limitation. First, this study provides a reference to examine mobile payment usage from the perspective of both incumbent and alternative services conjointly under emergency situations, especially during the COVID-19 pandemic. Second, the application of migration theory to the context of mobile payment extends existing research on mobile payment. Third, this study is among the first to investigate the relationship between traditional payments and PMP.
Citation: International Journal of Bank Marketing
PubDate: 2022-01-17
DOI: 10.1108/IJBM-06-2021-0284
Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
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- Artificial intelligence, financial anxiety and cashier-less checkouts: a
Saudi Arabian perspective-
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Authors: Salman Ghazwani , Patrick van Esch , Yuanyuan (Gina) Cui , Prachi Gala
Abstract: This paper aims to investigate the impact of financial anxiety and convenience on the relation between cashier-less versus traditional checkouts and purchase intentions among Saudi Arabian consumers. In an online experiment, 329 Saudi participants were randomly assigned to one of two checkout conditions (traditional vs. AI-enabled) in a between-subjects design and indicated their financial anxiety. Through moderation-of-process design, the authors examine and showcase that the effect of convenience leads to higher purchase intent for AI-enabled checkouts. Moreover, the authors examine financial anxiety as an underlying mechanism and show that for high-convenience consumers, this enacts higher purchase intent. The effect of AI-enabled checkouts depends on consumers' convenience perception. High-convenience consumers prefer AI-enabled checkouts over traditional ones, whereas low-convenience consumers are indifferent. Based on the Roy adaptation model theoretical framework, this occurs because high-convenience consumers experience greater financial anxiety when using AI-enabled checkouts, which in turn leads to higher purchase intent. To the authors’ knowledge, this is the first study to explore the reactions of Saudi Arabian consumers toward cashier-less stores versus traditional stores. Interestingly, their intent to purchase increases, due to the financial anxiety they experience while encountering AI-enabled transactions. Due to the limited research of retailers going cashier less, little is known about consumer reactions and how they may differ culturally.
Citation: International Journal of Bank Marketing
PubDate: 2022-01-07
DOI: 10.1108/IJBM-09-2021-0444
Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
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- The cognitive-affective nexus on mobile payment continuance intention
during the COVID-19 pandemic-
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Authors: Xiu-Ming Loh , Voon-Hsien Lee , Teck-Soon Hew , Binshan Lin
Abstract: This study examines the antecedents of continuance intention to use mobile payment in the midst of a pandemic. In general, the cognitive-affective-conative (CAC) framework was used as the theoretical base. More specifically, the dynamic interrelationships between the cognitive and affective constructs were derived from a penta-dimensional perspective. An online survey yielded 307 responses from youths who were utilizing mobile payment through an online survey which were then analyzed using structural equation modeling (SEM) and artificial neural network (ANN). Both positive and negative affective constructs significantly influence continuance intention and can also serve as mediators to the cognitive variables. Interestingly, price savings and referent network size were revealed to be sources of technostress. In addition, despite not having a significant direct influence, price savings should not be overlooked given its indirect significance on continuance intention. Based on the CAC framework, the constructs were conceptualized according to the respective dimensions to develop this study's research model. It was then used to examine their influences on the continuance intention to use mobile payment in the midst of a pandemic. Moreover, a few novel hypotheses were proposed, and the findings serve to increase the understanding of this subject matter.
Citation: International Journal of Bank Marketing
PubDate: 2022-01-06
DOI: 10.1108/IJBM-06-2021-0257
Issue No: Vol. ahead-of-print , No. ahead-of-print (2022)
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- Applying pricing research in B2B financial service industries
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Authors: Kostis Indounas
Abstract: The purpose of this research paper is to investigate the extent to which companies that operate in business-to-business (B2B) financial service markets adopt any form of pricing research along with the different pricing objectives that they pursue in comparison with companies that do not adopt such kind of research. To achieve the research objectives, data were collected from 143 companies operating in three different B2B financial service industries. The findings of the study indicate that companies that adopt any form of pricing research are mainly based on historical sales data and personal in-depth interviews. Moreover, they focus more on both company and market related pricing objectives than those companies that do not adopt such pricing research methods when setting their prices. The above findings indicate that the managers responsible for setting prices within their firms might have to gain a lot by adopting a research orientation when setting their prices, since such orientation may lead them to a more holistic approach regarding pricing decision-making by focusing on both company and market related issues. Given the lack of similar studies in the existing B2B financial services literature, the value of the paper is that it represents one of the first attempts to empirically examine this issue.
Citation: International Journal of Bank Marketing
PubDate: 2022-04-19
DOI: 10.1108/IJBM-11-2021-0519
Issue No: Vol. 40 , No. 4 (2022)
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- Key investor information disclosure regulation and retail mutual fund
flows in the Finnish market
Open Access Article-
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Authors: Matti Turtiainen , Jani Saastamoinen , Niko Suhonen , Tuomo Kainulainen
Abstract: In the European Union, the Undertakings for Collective Investment in Transferable Securities Directive (UCITS IV) requires fund management companies to provide a Key Investor Information Document (UCITS KIID) for investors. This papers uses archival data from the Finnish mutual fund market to test how the regulation's information disclosure requirements concerning past performance, risk and fund fees are associated with mutual fund flows. The study uses archival data on the mutual funds market in Finland to test how the regulation relating to retail investors' information requirements is associated with mutual fund flows. Our findings suggest that the UCITS KIID predicts retail investors' fund flows. While past performance is associated with fund flows throughout the observation period, retail investors appear to have become more sensitive to fund fees and invest in less risky funds following the adoption of the UCITS IV period. Information relating to fund fees and risk appears to be relevant to retail investors, which should be acknowledged in future iterations of short-form disclosure and in mutual fund marketing. This paper is the first to assess the significance of KIID in actual market environment.
Citation: International Journal of Bank Marketing
PubDate: 2022-04-05
DOI: 10.1108/IJBM-10-2021-0462
Issue No: Vol. 40 , No. 4 (2022)
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- Towards an understanding of consumers’ FinTech adoption: the
case of Open Banking-
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Authors: Rebecca Chan , Indrit Troshani , Sally Rao Hill , Arvid Hoffmann
Abstract: This study aims to identify key factors driving consumers' adoption of Open Banking. It extends the Unified Theory of Acceptance and Use of Technology (UTAUT) by integrating perceived risk, initial trust and financial literacy into an overarching conceptual model. Measurement items of the theoretical constructs included in the conceptual model were adapted from related literature and a set of hypotheses was developed. The hypotheses of the conceptual model were subsequently assessed with partial least squares structural equation modeling using a dataset of 456 Australian survey respondents. The model has strong explanatory power with an R2 of 69.5%. Performance expectancy, effort expectancy, social influence and perceived risk are direct antecedents of consumers' usage intention of Open Banking. Social influence has a strong mediating effect on usage intention through performance expectancy. The effect of perceived risk is alleviated by effort expectancy and initial trust, while initial trust positively affects the effects of performance expectancy and effort expectancy on consumers' usage intention of Open Banking. Finally, financial literacy lowers initial trust towards Open Banking, possibly inducing consumer skepticism. The results suggest that practitioners should focus on performance expectancy as a primary driver of Open Banking adoption, while understanding the role of other drivers, such as social influence and perceived risk in developing marketing strategies. Policy makers are recommended to adopt a governance approach to build initial trust amongst consumers. This research contributes by providing an integrated and comprehensive model for explaining consumers' FinTech adoptions by extending the existing technology adoption model UTAUT to the Open Banking domain and integrating perceived risk, initial trust and financial literacy, thereby advancing and enriching the conceptual horizon of the extant literature.
Citation: International Journal of Bank Marketing
PubDate: 2022-04-05
DOI: 10.1108/IJBM-08-2021-0397
Issue No: Vol. 40 , No. 4 (2022)
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- Service beyond the status quo: the ripple effect of corporate social
responsibility and internal marketing on employee's customer-oriented
behavior-
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Authors: Victor Oluwafemi Olorunsola , Mehmet Bahri Saydam , Oluwatobi A. Ogunmokun , Ali Ozturen
Abstract: This paper proposes a research model in which work engagement (WE) mediates the effects of corporate social responsibility (CSR) and internal marketing (IM) simultaneously on customer-oriented boundary-spanning behavior (COBSB). The study deploys structural equation modeling (SEM) to examine data acquired from 355 frontline bank employees (FBE) of private banks. The findings of this study demonstrate that both FBE's perceptions of CSR and IM are positively related to their WE, proposing that adding CSR practices to existing IM programs is likely to boost anticipated employee work attitudes such as WE, which consecutively increase positive employee job outcomes such as COBSB. This research contributes to the body of knowledge by conceptually and empirically gauging CSR and IM practices simultaneously in the banking sector. This study contributes to the existing body of knowledge by investigating the relationship between CSR and IM to COBSB via WE in frontline service roles in the retail banking sector.
Citation: International Journal of Bank Marketing
PubDate: 2022-04-04
DOI: 10.1108/IJBM-07-2021-0321
Issue No: Vol. 40 , No. 4 (2022)
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- Value co-creation or value co-destruction: co-production and its
double-sided effect-
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Authors: Li-Wei Wu , Ellen Rouyer , Chung-Yu Wang
Abstract: Co-production is an important process that alters value creation and improves the relationships between service providers and their customers. Such practice allows customers and service employees to access and leverage resources residing in their relationships. Clearly, the marketing-related literature focuses on the bright side of co-production. Nevertheless, the costs and potential negative consequences associated with its dark side must be further investigated. Therefore, this study aims to present a conceptual framework that explores the relationships among co-production, co-production enjoyment, co-production intensity, service effort, and job stress, and their effects on value co-creation, value co-destruction and customer satisfaction. This study was conducted on the basis of dyadic data; the process incorporates both the customer and the corresponding service employee into a single unit of analysis. The proposed model was tested by using a structural equation model that involves LISREL analyses. The results of this study indicate that co-production influences co-production enjoyment, co-production intensity, service effort, and job stress. Co-production enjoyment and service effort increase value co-creation, whereas co-production intensity and job stress increase value co-destruction. Value co-creation and value co-destruction have different effects on customer satisfaction. This study addresses the gap in the extant research and contributes to a better understanding of the double-sided effects of co-production by integrating employees and customers into a single dyadic and comprehensive model.
Citation: International Journal of Bank Marketing
PubDate: 2022-04-01
DOI: 10.1108/IJBM-10-2021-0459
Issue No: Vol. 40 , No. 4 (2022)
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- Personality matters: does an individual's personality affect adoption and
continued use of green banking channels'-
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Authors: Garima Malik , Dharmendra Singh
Abstract: Technology has revolutionized banking, and “green banking” has been the most recent phenomenon to have caught the financial world's attention. In this paper, the authors look at how personality traits of individuals influence their adoption and continued use of green banking channels. The authors also propose a comprehensive model integrating the “big five” personality traits (conscientiousness, agreeableness, extraversion, openness and neuroticism) into the Technology Acceptance Model (TAM), along with expectation confirmation theory. The integrated proposed model is used in this longitudinal study to predict the continued use of green banking channels once adopted. The authors collected data during two time periods about 24 weeks apart from 826 green banking channel users from different regions in India. The data were analyzed using Structural Equation Modeling. The authors found that traits of agreeableness, conscientiousness and extraversion favor an individual adopting green banking channels, while conscientiousness and openness were only associated with its perceived usefulness (PU). The results offer valuable insights for understanding the adoption and use behavior of people regarding green banking channels. This study would help develop effective segmentation strategies for promoting green banking channels. By incorporating the big five, along with TAM and Expectation Confirmation Model (ECM), coupled with “trust” as an additional construct, we believe that our study enlarges the boundaries of Information Technology (IT) theories, especially in the context of green banking channels. This study also contributes to advancing the personality theory by exploring how personality traits significantly relate to adopting and using green banking channels.
Citation: International Journal of Bank Marketing
PubDate: 2022-03-21
DOI: 10.1108/IJBM-04-2021-0133
Issue No: Vol. 40 , No. 4 (2022)
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- The role of impulsivity and financial satisfaction in a moderated
mediation model of consumer financial resilience and life satisfaction-
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Authors: Muhammad S. Tahir , Ahmad Usman Shahid , Daniel W. Richards
Abstract: This paper explores the direct and indirect associations between financial resilience and life satisfaction, using the moderation of non-impulsive behavior and mediation of financial satisfaction. The authors analyze the Australian household dataset, named the Household, Income and Labour Dynamics in Australia (HILDA) Survey, to meet the objectives of this paper. Furthermore, the authors use the PROCESS Models 4 and 7 to test the mediation and the combined moderated mediation relationships, respectively. The authors find the complete mediation of the relationship between financial resilience and life satisfaction by financial satisfaction. Also, this study finds that both financial resilience and non-impulsive behavior positively contribute to financial satisfaction, which is positively associated with life satisfaction. This research supports the need for consumers to build emergency funds as financial resilience is related to consumer well-being. This research also recommends that impulsive behavior should be addressed by the personal finance curriculum and financial advisors. This research contributes by showing that financial satisfaction is an important predictor of consumers’ well-being. The ability to access financial resources, which increases for non-impulsive consumers, is associated with increased life satisfaction but only via financial satisfaction.
Citation: International Journal of Bank Marketing
PubDate: 2022-03-15
DOI: 10.1108/IJBM-09-2021-0407
Issue No: Vol. 40 , No. 4 (2022)
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- A meta-analysis of eWallet adoption using the UTAUT model
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Authors: William H. Bommer , Shailesh Rana , Emil Milevoj
Abstract: This study aims to integrate extant research on eWallet adoption to better understand the key antecedents to eWallet use intention and examine whether the relationships differ across multiple moderators. To integrate eWallet adoption findings, the unified theory of acceptance and use of technology (UTAUT) and its extensions were utilized. Meta-analyses estimated the relationships between eWallet use intention and seven antecedents and the intercorrelations between antecedents. A total of 28 effects were calculated, utilizing 48 studies and 444 individual effect sizes, using 14,802 subjects. Using meta-analytically derived values, regression and relative weight analysis then determined each antecedent's relative utility. Furthermore, moderator analyses examined whether eight theoretically based moderators influenced the relationships between the antecedents and eWallet use intention. Price value, hedonic motivation, facilitating conditions and social influence had the strongest relationships with the intention to use eWallets, accounting for virtually all the unique variance. The three weakest antecedents, however, still explained a large percentage of variance. No relationships were significantly moderated. Due to the lack of data in primary studies, some UTAUT moderators could not be analyzed. Also, common method variance may impact the findings because the primary studies used cross-sectional surveys. This study provides guidance regarding how companies can increase eWallet adoption rates, which have lagged in certain countries. These recommendations include specific techniques for tailoring messages and emphasizing features and benefits. To the best of the authors’ knowledge, this is the first integrative meta-analysis conducted on eWallet use. Combining meta-analysis, regression and relative weight analysis, this study provides an integration of what is currently known about eWallet use intentions.
Citation: International Journal of Bank Marketing
PubDate: 2022-03-15
DOI: 10.1108/IJBM-06-2021-0258
Issue No: Vol. 40 , No. 4 (2022)
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- and the coexistence of multiple insurance distribution channels
Open Access Article-
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Authors: María Rubio-Misas
Abstract: This paper investigates why bancassurance coexists with alternative insurance distribution channels in the long run, considering the bank channel is known to involve lower costs than traditional distribution systems. It tests the product-quality hypothesis that maintains that the higher costs of some distribution systems represent expenses associated with producing higher product quality, greater service intensity and/or skills to solve principal-agent conflicts. An analysis is conducted on firms operating in the life segment of the Spanish insurance industry over an eight-year sample period. First, the author estimates cost efficiency and profit inefficiency using data envelopment analysis. Cost efficiency enables one to evaluate if the use of the banking channel increases cost efficiency. Profit inefficiency is addressed to identify the existence/absence of product-quality differences. The performance implications of using bancassurance are analyzed by applying Heckman's two-stage random-effects regression model. The results support the product-quality arguments. The use of banking channel was found to increase cost efficiency. However, the distribution channel/s utilized did not affect profit inefficiency. A regulatory environment that supports the development of bancassurance enables this and alternative distribution channels to be sorted into market niches, where each system enjoys comparative advantages in order to minimize insurer costs and maximize insurer revenues. There is no single optimal insurance distribution system. This is the first study to investigate why bancassurance coexists with alternative insurance distribution channels.
Citation: International Journal of Bank Marketing
PubDate: 2022-03-07
DOI: 10.1108/IJBM-04-2021-0129
Issue No: Vol. 40 , No. 4 (2022)
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- Impact of perceived brand localness and globalness on brand trust to
predict customer responses towards retail banks: the case of Trinidad and
Tobago-
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Authors: Meena Rambocas , Sunita Sandy Narsingh
Abstract: This paper compares the relative influence of perceived brand localness (PBL) and perceived brand globalness (PBG) on customer behavioral responses of brand loyalty (BL), willingness to pay price premiums (WTPP) and positive word of mouth (PWOM) towards retail banks. It further examines the mediating effects of brand trust (BT) on these relationships. Data were collected from 320 retail banking customers in Trinidad and Tobago and analyzed with exploratory factor analysis and multiple regression analysis (MRA). The findings show that PBL has a more substantial impact on BL, willingness to pay a price premium and PWOM compared to PBG. The results also show that BT mediates the relationships between PBL and PBG on customer brand-related responses. The effect is more substantial for brands perceived as local. The findings have important implications for banks in developing countries and suggest that localized positioning and branding strategies will trigger preferential brand-related responses in retail banking services. The paper ends with a discussion on the practical implications of these findings and present future research opportunities. The paper responds to the rising skepticism and discomfort with globalization. It offers bank managers valuable insights on how global and local branding strategies affect brand-related outcomes. The study contributes to the literature by empirically comparing the effects of PBL and PBG in retail banking and demonstrating the unique contribution of BT in explaining why customers respond differently to global and local brands. It also simultaneously considers multiple customer responses.
Citation: International Journal of Bank Marketing
PubDate: 2022-02-08
DOI: 10.1108/IJBM-08-2021-0377
Issue No: Vol. 40 , No. 4 (2022)
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- Brand bank attachment to loyalty in digital banking services: mediated by
psychological engagement with service platforms and moderated by platform
types-
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Authors: Shalom Levy
Abstract: Various digital banking platforms (website and apps) are offered to bank customers in order to create an experiential service, which is essential in retaining customers and generating brand bank loyalty. The current study aims to examine the dynamics of customer emotional experience generated during digital banking service delivery and investigate the effect of customer psychological engagement with various digital platform types on brand bank loyalty creation. A conceptual framework was constructed. Data were collected from digital banking customers through a web-based survey conducted via an online Internet panel. It involved 502 participants. The study employs a path analysis method using structural equation modeling. The empirical results suggest that there are two paths from emotional attachment to bank loyalty: a direct path and an indirect path shaped by customer psychological engagement with service platforms. Additionally, it was found that the digital platform (website vs apps) used by the customer determined the magnitude of the impact of emotional attachment to the bank on psychological engagement with service platforms. This research claims that features of digital banking services are sufficient to enhance affective brand responses and maintain long-lasting relationships with customers. Using experiential services and psychologically engaging the customers, this goal can be achieved. Additionally, well designed apps can improve interaction with services and subsequently enhance loyalty. This study facilitates a better understanding of the customer's emotional–psychological state during engagement with digital service delivery. Its novelty and contribution to the literature focus on the notion that the impact of emotional attachment on bank loyalty is mediated by experiential psychological engagement with the digital platform and moderated by the type of digital platform used.
Citation: International Journal of Bank Marketing
PubDate: 2022-02-02
DOI: 10.1108/IJBM-08-2021-0383
Issue No: Vol. 40 , No. 4 (2022)
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- Good debt, bad debt: family debt portfolios and financial burdens
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Authors: Jing Jian Xiao , Rui Yao
Abstract: In recent decades, research on consumer debt and well-being is emerging. However, research on the potential effect of debt portfolios on family financial well-being is limited. The purpose of this study is to fill this research gap by examining the potential effect of debt portfolios on family financial well-being, measured by three indicators of progressive financial burdens. These indicators include debt pressure (debt payment to income ratio >40%), debt delinquency (60+ days late for debt payments) and insolvency (total liability > total asset). Debt portfolios refer to various combinations of mortgage, credit card, vehicle, education and other loans. With data from the 2019 Survey of Consumer Finances in the USA, multivariate logistic regressions are used to identify specific debt types, consumer backgrounds and financial capability factors that are significantly associated with debt burden indicators. The findings are used to create a table demonstrating warning debt portfolios that may lead to undesirable financial outcomes. Holdings of different types of debts are associated with different financial burdens. Specifically, holdings of three types of debts (mortgage, vehicle and other debts) tend to increase debt pressure; holdings of two types of debts (education and other debts) tend to increase debt delinquency; and holdings of four types of debts (mortgage, credit card, education and other debts) tend to increase insolvency. These results are used to construct warning debt portfolios that show greater chances of undesirable financial outcomes. Among them, the top warning portfolio for debt pressure is the combined holding of mortgage-vehicle-other debts; for debt delinquency is the holding of education-other debts; and for insolvency is the holding of mortgage-credit card-education-other debts. This study is limited by using only cross-sectional survey data to examine associations between debt portfolios and financial burdens. To examine the causality of debt portfolios on financial burdens, appropriate panel data are necessary, which is a direction for future research. In addition, this study used data from only one developed country. In future research, data from more countries, including both developed and developing countries, should be analyzed to verify if similar relationships exist among families in other countries. Results of this study have implications for practitioners in banking and other financial institutions. The study presents a comprehensive list of debt portfolios in the order from high risk to low risk in terms of financial burdens. Banking and other financial service professionals can use the information to help their clients make informed borrowing decisions, predict their debt burdens and offer early preventions based on their clients' debt portfolios. Marketing strategists can use the information for effective segmentation and promotion purposes. This study utilizes a new concept, debt portfolios and examines its associations with family financial burdens. Financial burdens include three indicators that are seldom used together in previous research. These indicators conceptually indicate various severity levels of debt burdens. This study also presents a conceptual discussion on the association between debt portfolios and financial burdens and provides a better understanding of consumer debt behavior and its consequences. The warning debt portfolios constructed based on the findings have direct managerial implications for banking and other financial service professionals.
Citation: International Journal of Bank Marketing
PubDate: 2022-01-31
DOI: 10.1108/IJBM-06-2021-0243
Issue No: Vol. 40 , No. 4 (2022)
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- Exploring users' adoption intentions in the evolution of artificial
intelligence mobile banking applications: the intelligent and
anthropomorphic perspectives-
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Authors: Jung-Chieh Lee , Xueqing Chen
Abstract: The development of mobile technology has changed the traditional financial industry and banking sector. While traditional banks have adopted artificial intelligence (AI) techniques to deepen the development of mobile banking applications (apps), the current literature lacks research on the use of AI-based constructs to explore users' mobile banking app adoption intentions. To fill this gap, based on stimulus-organism-response (SOR) theory, two AI feature constructs as stimuli are considered, namely, perceived intelligence and anthropomorphism. This study then develops a research model to investigate how intelligence and anthropomorphism affect task-technology fit (TTF), perceived cost, perceived risk and trust (organism), which in turn influence users' AI mobile banking app adoption (response). This study used a convenience nonprobability sampling approach; a total of 451 responses were collected to examine the model. The partial least squares technique was utilized for data analysis. The results show that intelligence and anthropomorphism increase users' willingness to adopt mobile banking apps through TTF and trust. However, higher levels of anthropomorphism enhance users' perceived cost. In addition, both intelligence and anthropomorphism have insignificant effects on perceived risk. The results provide theoretical contributions for AI-based mobile banking app adoption and offer practical guidance for bank planning to use AI to retain users. Based on SOR theory, this study reveals that as features, AI-enabled intelligence and anthropomorphism help us further understand users' perceptions regarding cost, risk, TTF and trust in the context of AI-enabled app adoption intentions.
Citation: International Journal of Bank Marketing
PubDate: 2022-01-25
DOI: 10.1108/IJBM-08-2021-0394
Issue No: Vol. 40 , No. 4 (2022)
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- Money as a symbol in the relationship between financial advisors and their
clients: a dyadic study
Open Access Article-
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Authors: Edoardo Lozza , Cinzia Castiglioni , Andrea Bonanomi , Federica Poli
Abstract: The paper aims to examine whether financial advisors can understand the symbols and meaning that investors associate with money and whether such ability plays any role in enhancing the advisor-investor relationship in terms of satisfaction, level of trust, referral propensity and loyalty. The authors used a dyadic research design. A total of 186 dyads of financial advisors and their clients took part in the study and completed two parallel self-administered questionnaires. The authors found that financial advisors often can detect the emotional associations that their clients attribute to money. Such ability can enhance their relationship with investors. The main limitation of this study is its exploratory nature and the convenience sampling technique that was adopted. Therefore, researchers are encouraged to test the main findings further. The results have implications for the development of ad-hoc psychological training to enhance the relationship between financial advisors and investors. Understanding the symbolic meanings and the emotions that clients associate with money may be a prerequisite for a financial services company to succeed and be competitive in the sector. Despite acknowledging that money is not a neutral object but is layered with symbolic meanings and emotional associations, the behavioral finance literature has so far neglected to study these implications from either a theoretical or a practical point of view. This paper aims to fill this gap by investigating the symbolic value of money in the financial services industry.
Citation: International Journal of Bank Marketing
PubDate: 2022-01-10
DOI: 10.1108/IJBM-04-2021-0124
Issue No: Vol. 40 , No. 4 (2022)
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- Managers' understanding of artificial intelligence in relation
to marketing financial services: insights from a cross-country study-
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Authors: Emmanuel Mogaji , Nguyen Phong Nguyen
Abstract: Given that managers play a crucial role in developing and deploying AI for marketing financial services, this study was aimed at better understanding their awareness regarding AI and the challenges they are facing in providing the attendant technologies, as well as highlighting key stakeholders and their collaborative efforts in providing financial services. Exploratory, inductive research design. The data was gathered through semi-structured interviews with 47 bank managers in both developed and developing countries, including the United Kingdom, Canada, Nigeria and Vietnam. Managers are aware of the prospects of AI and are making efforts to address AI as a business need but find that there often exist certain challenges in accelerating AI adoption. The study also presents a conceptual framework of AI in relation to financial service marketing, which captures and highlights the interactions among the customers, banks and external stakeholders, as well as the regulators. Banks must understand their business objectives, the available resources and the needs of their customers. Managers should keep the ethical implications of their working relationships in mind when selecting a team or collaborating with partners. In addition, managers should be trained and assisted in comprehending AI in relation to financial services, while the regulators must be involved in the development of AI for financial service marketing. Finally, it is critical to communicate the prospects for AI to consumers. This study provides empirical insight into the opportunities, prospects and challenges pertaining to the use of AI in the area of financial service marketing. It also specifically calls into question certain preconceptions regarding AI and its role in financial services, the chatbots adopted for financial service delivery and the role of marketing managers in developing AI.
Citation: International Journal of Bank Marketing
PubDate: 2021-12-30
DOI: 10.1108/IJBM-09-2021-0440
Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
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- Evaluating the sustainable use of mobile payment contactless technologies
within and beyond the COVID-19 pandemic using a hybrid SEM-ANN approach-
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Authors: Mohammed A. Al-Sharafi , Noor Al-Qaysi , Noorminshah A. Iahad , Mostafa Al-Emran
Abstract: While there is an abundant amount of literature studies on mobile payment adoption, there is a scarce of knowledge concerning the sustainable use of mobile payment contactless technologies. As those technologies are mainly concerned with security and users' trust, the question of how security factors and trust can influence the sustainable use of those technologies within and beyond the COVID-19 pandemic is still unanswered. This research thus develops a theoretical model based on integrating the protection motivation theory (PMT) and the expectation-confirmation model (ECM), extended with perceived trust (PT) to explore the sustainable use of mobile payment contactless technologies. The developed model is evaluated based on data collected through a web-based survey from 523 users who used contactless payment technologies. Unlike the existing literature, the collected data were analyzed using a hybrid structural equation modeling-artificial neural network (SEM-ANN) technique. The data analysis results reinforced all the proposed relationships in the developed model. The sensitivity analysis results showed that PT has the largest impact on the sustainable use of mobile payment contactless technologies with 97.2% normalized importance, followed by self-efficacy (SE) (77%), satisfaction (72.1%), perceived vulnerability (PV) (48.9%), perceived usefulness (PU) (48.2%), perceived severity (PS) (40.7%), response efficacy (RE) (28.7%) and response costs (RCs) (24.1%). The originality of this research lies behind the development of an integrated model based on PMT and ECM to understand the sustainable use of mobile payment contactless technologies. The study provides several managerial implications for decision-makers, policy-makers and service providers to ensure the sustainability of those contactless technologies within and beyond the COVID-19 pandemic.
Citation: International Journal of Bank Marketing
PubDate: 2021-12-23
DOI: 10.1108/IJBM-07-2021-0291
Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
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- I won't touch money because it is dirty: examining customer's loyalty
toward M-payment-
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Authors: Pooja Goel , Aashish Garg , Anuj Sharma , Nripendra P. Rana
Abstract: Several industries including banking are booming because of COVID-19. However, it is still unknown whether this growth is momentary or permanent in nature. Hence, this study aims to identify the role of health-related concerns and trust as stimuli on M-payment loyalty. Data were collected through Google Forms from 431 participants. Subjects were M-payment users. The hypothesized model was tested using structural equational modeling. Results of the study indicate that perceived severity and trust act as stimuli for M-payment loyalty. Further, trust not only influences loyalty directly but also through intimacy. Additionally, no linear relationship was found between perceived usefulness and M-payment loyalty. This work is an early attempt to consider health-related concerns and trust as stimuli to predict M-payment loyalty. Further, this study focused on three new constructs, namely perceived severity, perceived susceptibility and intimacy, that are underexplored in digital banking literature.
Citation: International Journal of Bank Marketing
PubDate: 2021-12-20
DOI: 10.1108/IJBM-06-2021-0272
Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
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- I Am too old for this! Barriers contributing to the non-adoption
of mobile payment-
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Authors: Tat-Huei Cham , Jun-Hwa Cheah , Boon-Liat Cheng , Xin-Jean Lim
Abstract: Since its inception, mobile payment is rapidly gaining popularity over the years, and starting to replace traditional modes of payment. The usage of mobile payments has further escalated following various precautionary measures (i.e. social distancing) in curbing the transmission of the COVID-19 outbreak. However, most of the elderlies are still sceptical about the usage of mobile payment services. The current study was set to investigate the impact of functional, psychological and risk barriers that resulted in elderlies' resistance towards using such services. The impact of stickiness to cash was also examined as a moderator on the investigated relationships. Online survey questionnaires were used to collect the responses from 400 elderly consumers at the age of 60 and above. Data analysis was then performed using the SPSS and AMOS statistical software packages. Findings obtained acknowledged the significance of functional (i.e. perceived complexity, perceived incompatibility and perceived cost), psychological (i.e. lack of trust, inertia, and technological anxiety) and risk (i.e. privacy risk, security risk, financial risk and operational risk) barriers in influencing resistance towards mobile payment services among the elderlies. Consequently, resistance would influence their attitude and non-adoption intention; with attitude as the mediator between resistance and non-adoption intention. Finally, moderation analysis also confirmed the moderating effect of stickiness to cash towards elevating the correlation between resistance and non-adoption intention. This study is one of the very few studies that explored the minimally investigated territory on the consequential importance of mobile payment usage among the elderlies, specifically, through extending the literature on the impact of functional, psychological and risk barriers towards the individuals' resistance. Besides, this study also successfully contributed to existing body of knowledge by highlighting the mediating role of attitude and moderating role of stickiness to cash in the interrelationships between resistance, attitude and non-adoption intention.
Citation: International Journal of Bank Marketing
PubDate: 2021-12-15
DOI: 10.1108/IJBM-06-2021-0283
Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
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- Artificial intelligence in customer-facing financial services:
a systematic literature review and agenda for future research-
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Authors: Janin Karoli Hentzen , Arvid Hoffmann , Rebecca Dolan , Erol Pala
Abstract: The objective of this study is to provide a systematic review of the literature on artificial intelligence (AI) in customer-facing financial services, providing an overview of explored contexts and research foci, identifying gaps in the literature and setting a comprehensive agenda for future research. Combining database (i.e. Scopus, Web of Science, EBSCO, ScienceDirect) and manual journal search, the authors identify 90 articles published in Australian Business Deans Council (ABDC) journals for investigation, using the TCCM (Theory, Context, Characteristics and Methodology) framework. The results indicate a split between data-driven and theory-driven research, with most studies either adopting an experimental research design focused on testing the accuracy and performance of AI algorithms to assist with credit scoring or investigating AI consumer adoption behaviors in a banking context. The authors call for more research building overarching theories or extending existing theoretical perspectives, such as actor networks. More empirical research is required, especially focusing on consumers' financial behaviors as well as the role of regulation, ethics and policy concerned with AI in financial service contexts, such as insurance or pensions. The review focuses on AI in customer-facing financial services. Future work may want to investigate back-office and operations contexts. The authors are the first to systematically synthesize the literature on the use of AI in customer-facing financial services, offering a valuable agenda for future research.
Citation: International Journal of Bank Marketing
PubDate: 2021-11-29
DOI: 10.1108/IJBM-09-2021-0417
Issue No: Vol. ahead-of-print , No. ahead-of-print (2021)
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- International Journal of Bank Marketing
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