...Keyvan Kasaian; B.P.S. Murthi; Erin Steffes Purpose The authors offer a new approach to segment credit card customers by classifying customers into two unobserved (latent) segments: opportunistic and needy. Design/methodology/approach The authors develop a finite mixture model to estimate...

...Himanshu Joshi; Deepak Chawla Purpose The purpose of this study is to segment mobile wallet users using a finite mixture partial least squares (FIMIX-PLS) approach and evaluate the unobserved heterogeneity across segments. Design/methodology/approach Partial least square structural equation...

... to examine whether different customer segments exist in the bank services industry, based on the emotions they experience when using the service. Design/methodology/approach The factors were examined through confirmatory factor analysis (CFA). Then, two-step clustering analysis was developed for customer...

... to better adapt their strategies to the different market segments with a view to providing customers with better quality service and enhancing their experience. Originality/value The study presents the first live chat service classification to detail user profiles and examine differences at the before...

... that the authors used is made of three main steps: segmentation analysis, profiling and identification of idiosyncratic clusters’ profiles (i.e. those with a CE perception different respect to the whole sample) and among these idiosyncratic clusters, identification of those that may be critical for the business...

... distinct segments of bank customers are identified in terms of relational benefits: those who appreciate face benefits (n₁=169), and those who appreciate general relational benefits (n₂=193). The findings reveal the existence of partial mediation between a banking...

...Sergios Dimitriadis; Nikolaos Kyrezis; Manos Chalaris Purpose Alternative payment means have been expanding rapidly in recent years. The need to identify the segments of customers that are targetable for both financial and nonfinancial institutions is growing. The purpose of this paper is to use...

... relationship levels and two that have lower levels. Practical implications This study provides a better understanding of online banking consumer segments and offer financial institutions relevant descriptive information on each profile. This information should help the implementation of tailored marketing...

... of a convenience sample of 1,200 customers. The derived dimensionality of the relevant perceptual variables was used to explore the existence of different customer segments through cluster analysis. Findings Three segments were identified, where the description of their profiles is based on customer...

... and consequent loyalty towards the bank. Design/methodology/approach A survey was conducted on two profitability segments, of which the more profitable segment had been directly exposed to a customer oriented RM strategy, whereas the less profitable segment had been subjected to more sales oriented marketing...

...Michel Laroche; Thomas Taylor Some major segmentation issues in retail banking are examined. It is found that primary institutions are associated with frequency of visits and that it is usually a low involvement decision oriented towards convenience. It is also shown that financial services...