... Emerald Publishing Limited Licensed re-use rights only Transformative service Well-being Peer-to-peer lending India Banking Transformative service research has emerged as a new area which focuses on the association between services and customer well-being (Bustamante and Amaya, 2020...

...Jorge Arenas-Gaitán; A. Francisco Villarejo Ramos; Begoña Peral-Peral Purpose The purpose of this paper is to propose the study of the adoption and use of e-banking by adults over the age of 50, from the theoretical framework based on the unified theory of acceptance and use of technology...

...) in the relationship between customer orientation (CO) (PCO and RCO) and WoM as well as CB in the context of retail banking in an emerging market, India. Design/methodology/approach The authors used cross sectional survey research design to collect data from 443 customers of retail banks in India. The authors...

...Patria Laksamana; David Wong; Russel P.J. Kingshott; Fatimah Muchtar Purpose This paper aims to re‐examine the commitment‐trust model in the context of premium banking services. In line with Toncar and Munch, the authors seek to develop an extension to the model because of the need to encapsulate...

...Ulun Akturan; Nuray Tezcan Purpose This study aims to investigate consumers' mobile banking adoption through an integration of the technology acceptance model (TAM) with work on perceived benefits and perceived risks. Design/methodology/approach Data were collected from 435 university students...

...Maktoba Omar; John Ensor; Robert Hinson; N. Owusu‐Frimpong; Julius Dasah Purpose This paper seeks to determine from the standpoint of undergraduate students, service‐quality dispositions of bank brands operating in Ghana; in respect of customer service (human interaction), service knowledge...

...Michel Rod; Nicholas J. Ashill; Jinyi Shao; Janet Carruthers Purpose The purpose of this paper is to examine the relationships among three dimensions of service quality that influence overall internet banking service quality and its subsequent effect on customer satisfaction in a New Zealand...

...Satyabhusan Dash; Ed Bruning; Kalyan Ku Guin Purpose The purpose of this paper is to describe a cross‐cultural study which examined individualism's moderating effect on the relationship between bonding and commitment between banks and their corporate clients. Design/methodology/approach Data...

...Mary Loonam; Deirdre O'Loughlin Purpose The purpose of this paper is to explore the emergence of self‐service banking technology and investigates customers' perceptions of internet banking self‐service within the Irish financial services sector. This qualitative study of the Irish retail banking...

...Mark Durkin Purpose This paper reports the findings of the latest, quantitative phase of a continuing study that explores the impact of the internet on bank‐customer relationships. The specific aim is to shed light on customers' own views about when, how and in which circumstances personal contact...

...Laura Bradley; Kate Stewart Deregulation has brought down the boundaries of the banking industry, allowing new entrants and enabling a greater degree of competition. Into this scenario arrived the Internet – another radical technological innovation with the potential to change the structure...

... quality and adapting these to particularly reflect the remote delivery format of the Internet, this study proposes and tests a service quality model of Internet banking. The research uses participant observation and narrative analysis of a UK Internet banking Web site community to explore how Internet...

...Fiona Debling This paper is part of a doctoral study of how direct marketing affects brand commitment in the financial services sector. The research explores how to build consumer‐brand commitment within a UK personal finance context, focusing on retail banking. This paper reviews brand loyalty...

... of development of IT. Information Systems: The UK Retail Financial Services Sector Jeff Watkins Marketing Intelligence & Planning, Vol. 10 No. 6, 1992, pp. 13-17. © MCB University Press, 0263-4503 Introduction After a period of major growth in the 1980s, the retail financial services sector retail banking...

... the Diploma examinations of the CIM. © MCB UP Limited 1991 Education Finance Banking Marketing theory INTERNATIONAL JOURNAL OF BANK MARKETING 5 I mportant educational developments are taking place within financial services, which reflect the growth and stature of marketing theory and practice...

...A.H. Clarkson; M.A. Stone Competition, both national and international, is increasing in virtually every industry. The key features and the implications of this trend are outlined with specific reference to the banking and financial services industry. The results of research carried out on behalf...