...ChauShen Chen Purpose This study discusses the effects of diffusion and adopters of mobile banking services (MBSs), perceived risk, brand awareness, and brand image of MBS providers, on attitude toward using MBSs, and on intention to use MBSs. In accordance with sample usage frequency in MBSs...

... and focused group studies was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, exploratory and confirmatory factor analysis, as well as multiple regression, were used to identify the relative importance of the dimensions of ATM service quality. Findings The paper...

...Christer Strandberg; Olof Wahlberg; Peter Öhman Purpose The purpose of this paper is to explore the possible usefulness of a combined multi‐attribute and Kano model in analysing how service quality is perceived by mass affluent bank customers. More precisely, to identify quality dimensions...

...João F. Proença; Maria Antónia Rodrigues Purpose The purpose of this paper is to examine the behaviour of Portuguese users and non‐users of self‐service technologies (SSTs) in banking services. Design/methodology/approach An empirical study is conducted by means of a survey questionnaire. Data...

...Gurjeet Kaur; R.D. Sharma; Nitasha Seli Purpose This paper aims to examine the level of internal market orientation (IMO) in Indian banking as seen from the perspective of internal customers and suppliers, particularly with regard to the three components of market orientation: intelligence...

... (CFA) was used. The data were collected through a survey of over 300 Black South African banking customers. Findings The results of the CFA confirmed that PAKSERV is a valid measure of service quality in a South African cultural context, consisting of six dimensions: tangibility, reliability...

...) on variables that are known to drive revenue, i.e. customer satisfaction, perceived relative attractiveness, and commitment. Design/methodology/approach Data were collected through a survey among bank customers. Two groups were sampled: customers who have experienced good or bad customer service...

...Hatice Jenkins Purpose This paper aims to examine the factors affecting the adoption of internet banking services by domestic commercial banks in a sparsely populated small island. Design/methodology/approach Being one of the smallest island economies in the world, North Cyprus was chosen...

...Jose Lopez; Laura Kozloski Hart; Alison Rampersad Purpose The purpose of this paper is to describe research carried out to determine whether South Florida's heterogeneous retail banking customers have differing perceptions of the importance of service quality dimensions; and to ascertain whether...

... a banking organization's subsystem, namely, the loan application and approval process. This hypothetical, realistic, and comprehensive illustration iterates through several cycles of the five‐step focusing process to demonstrate how managers are able to address different types of constraints. Findings...

... for this study was the banking industry for many reasons. First, retail banking is recognised as an industry where the internet and IT has the potential to radically change the industry, especially in terms of banking through the internet taking over branch banking (The Economist, 2000b). Banking...

... will be structured according to the tentative framework for understanding fading relationship processes where relationship roots, relationship dynamics and drivers of the fading relationship will be discussed. Buyer‐seller relationships Relationship marketing Private sector organizations Banking Services...

... as compared to extant service quality and customer paradigms. Finally, suggestions and directions are offered for future applications, with particular interest in the e‐bank service management issues. As discussed above, providing quality service and products to customers is essential for success...

...Adrienne Curry; Susan Penman This paper sheds some light on the debate about the extent of use of IT in services, in this case in banking. In such a competitive sector where quality of service can be a differentiator in the marketplace, the balance between personal interaction and technologically...

...Pascal Foehn There is much evidence showing that client valuation in the service industry has come to be seen also as a central steering element and success factor in private banking. But until now, there was no specific client value model for the private banking industry developed. Thereby...

... appropriate. Unlike most related studies that are based on evidence from developed countries, focuses attention on the distinction between, and respective antecedents of, service quality and product quality in the Chinese context. Gives much emphasis to the importance of a positive bank reputation...

... by the implementation of re‐engineering initiatives in many Malaysian banking institutions and the Central Bank of Malaysia, Bank Negara, is in favour of these initiatives. Nevertheless the effectiveness of BPR in this context has hitherto not been investigated. The aim of this paper is to investigate the effectiveness...

...Beverley Lloyd‐Walker; Yen Ping Cheung Competitive advantage in the service industry is achieved through superior customer service. This paper looks at the ways in which IT is being used to support superior quality customer service initiatives in the highly competitive Australian banking industry...

... with an edge on competition. Presents three corporate strategies of today′s banking industry’s “heavy‐hitters”. Each corporation has a strategy unique to its corporate culture, but all of these banking corporations have the same desire: to be the customer’s number one choice for their banking products...

...Seonmee Kim; Brian H. Kleiner Uses personal telephone interviews, and researches the literature to show how banks change themselves to cope with changes in the marketplace. Focuses especially on high‐performing institutions and on what makes them different. Finds all three banks chosen for study...