.... Brand’s customer satisfaction metrics will show a negative association with customer churn or switching-out rates (i.e. higher score, lower switching). We now consider other bank characteristics that could influence switching rates. A potentially useful area of focus is demographics. Marketing...

...John G. Dawes Purpose This study examines the extent to which brand-level satisfaction scores are related to loyalty metrics, controlling for the double jeopardy effect as well as the demographic profile of the brand’s customer base. Design/methodology/approach The study uses data for brands...

...Akram Al-jazzazi; Parves Sultan Purpose The purpose of this paper is to assess differences in banking service quality (BSQ) perceptions across demographic subgroups of Islamic and conventional Jordanian banking consumers. Design/methodology/approach Data are collected using surveys. The survey...

... of this paper is to investigate the influence of personal values on loyalty phases in the private banking industry, taking into account the moderating influence of demographic variables. Design/methodology/approach – After developing a theoretical framework based on the relevant literature, a research...

...Ana S. Branca Purpose The purpose of this paper is to examine how demographic characteristics contribute to consumers' decision on bank delivery channels' usage, namely the direct and indirect demographic influence on channel usage frequency via cognitive and affective mediators. Design...

...Kent Eriksson; Jessica Lindbergh; Ruth‐Aïda Nahum; Sofia Sandgren Purpose This paper seeks to shed light on the challenges and opportunities demographic transitions bring about to the banking sector. Increasing life expectancy, coupled with an increasing old age dependency ratio has implications...

... (downstream). They also note that EUCS can be used for both, but that downstream research is not so well developed. © Emerald Group Publishing Limited 2006 Banking Customer satisfaction Demographics Measurement Electronic banking channels are playing an increasingly important role...

.... education and affluence; 2. family lifecycle; 3. urbanization; 4. race and ethnicity; and 5. mobility (Michman et al., 2003 , p. 22). Each PRIZM cluster is based on zip codes, US Census Bureau demographic information, and information on product/service usage, media usage...

... Banks Telephones Demographics Saudi Arabia Rapid technological advancements coupled with the expansion of the Saudi Arabian economy in the past two decades have transformed the banking system from the role of mainly financing trade to one of the mobilizing and channeling financial resources...

... benefit segmentation to assist them in this context is explored. It will be argued that for benefit segmentation to offer any real utility in this context, a link must be found between benefits and general observable characteristics, such as demographics. To ascertain whether such a link exists, a primary...