Understanding registration influences for electronic banking

Abstract

The growth in online or e-banking has resulted in customers interacting with their banks through remote technological channels to a greater extent. That said, there is much variation in online banking registration and adoption levels and little is understood about actual customer motivators and perceived barriers to registration for online banking services. As part of a larger study exploring the impact of the Internet on bank – customer relationships, this paper reports on key findings which shed light on such motivators and inhibitors for online banking registration. The results show that convenience (through 24-hour banking access) and reassurance about security are the most important considerations for customers in registering for e-banking within the case bank. Marketing implications for the case bank, as well as the broader industry, are discussed.     

Customer pre-participatory social media drivers and their influence on attitudinal loyalty within the retail banking industry: A multi-group analysis utilizing social exchange theory

Social media pervades everyday life and firms need to understand what consumer traits antedate participation over these channels. Utilizing social exchange theory (SET), this study seeks to determine what factors precede SET's cost-benefit analysis of social media participation along with these factors' influence on attitudinal loyalty. Important antecedents to this cost-benefit analysis for social media participation are online interaction propensity (OIP), participation attitude and trust. Further, demographic (age, gender, income) and social media page factors (perceived page size and page visit frequency) are identified as potential precursors to customers' cost-benefit analysis towards social media participation. A sample of 482 U.S. banking customers was collected via an online survey. The results found that OIP and trust had direct statistically significant effects on attitudinal loyalty and participation attitude's effect was fully mediated by trust. Age, gender and page visit frequency facets exhibited no differences between groups whilst income (with higher income groups displaying higher levels of loyalty) and page size groups (smaller page sizes demonstrated greater loyalty) demonstrated differing effects on attitudinal loyalty. The study contributes to knowledge and practice by extending particular pre-SET traits in social media to a U.S. retail banking context. The study also furthers academic and managerial capabilities for segmentation analysis' and explicating connections between pre-participatory influences and attitudinal loyalty.     

Helping You to Waste Less? Consumer Acceptance of Food Marketing Offers Targeted to Food-Related Lifestyle Segments of Consumers

ABSTRACT

Consumer households and consumer behavior have been identified as the major cause of food waste in the supply chain. Food marketing might offer products and services that help consumers to reduce their food waste or reduce the consumer-related food waste at the consumer–retailer interface. However, such strategies require consumer acceptance and targeting the right customers. Through an online survey of 800 Danish consumers and a measure of food-related lifestyle, four clusters of consumer segments are identified. The segments are compared with regard to their acceptance of a number of actions consumers can take to reduce food waste or their acceptance of food marketing services they would need to pay for. Acceptance differs with food involvement and the role of the price criterion, as well as with gender, education and age. The findings show how food marketing can help consumers to reduce food waste, through actions targeted to specific segments of consumers characterized by food-related lifestyle differences.     

Consumers’ perspectives on online banking services

The forces of economic change, coupled with advancements in technology, prompt banks to rethink their use of traditional branches and begin forming new partnerships to deliver financial services. The Internet seems to be the new delivery channel in the banking sector. Factors such as the security of personal data or the reliability of a financial institution have been identified by previous studies as the determinants of electronic‐banking adoption. In this paper, a series of new factors, such as the difficulties of using the Internet, are shown to play a crucial role in the consumer’s attitude – adoption or rejection – of this new alternative channel. We examine consumer behaviour by modelling multivariate categorical response data using a generalized linear model. Our choice model is based on the assumption that an individual’s decision to use electronic services depends on a number of explanatory variables, and we try to estimate the factors that affect an individual’s decision to use online services.     

“Towards a co-creation framework in the retail banking services industry: Do demographics influence?”

Although many firms profess to adopt a customer-centric approach many are yet to embrace the notion that value is not solely created within the boundaries of the firm, that it is created co-jointly with outside parties. As such, value co-creation has increasing importance in modern marketing, impulsed by Service-Dominant Logic. While co-creation is a hot-topic in the marketing literature, services marketing literature recognizes the impact of demographic characteristics in consumer behavior. However, literature analysing the effects of demographics in co-creations models is very scarce.Therefore, the aim of this paper is to examine a set of outcomes of co-creation (satisfaction, loyalty and WOM) from a customer perspective. More, this research also analyses the potential moderating effect of demographic characteristics such as gender and age in this co-creative framework.The results show that co-creation directly affects customer satisfaction, customer loyalty and WOM. Co-creation also results in increased levels of customer satisfaction, which in turn mediates the effect of co-creation on customer loyalty and positive WOM. Data also reveal different patterns of behavior depending on gender and age.This paper contributes to the understanding of co-creation from a customer viewpoint. Firms should strive to foster co-creation initiatives as this can lead to increased levels of customer satisfaction, more loyal customers and the possibility of attracting new customers through positive WOM by current customers. Customers databases must be segmented for higher levels of marketing campaigns efficiency.     

Virtually Compatible or Risky Business? Investigating Consumers’ Proclivity Toward Online Banking Services

The present research examines online banking services, and it challenges the prevailing assumptions underlying the nomological validity of the Technology Acceptance Model (TAM). Results from 594 Taiwan respondents support a negative relationship between sub-constructs of consumers’ risk propensity and ensuing online banking services (OBS) engagement. The most important contribution is the strong empirical support that both consumers’ positive impact of perceived ease of use and perceived usefulness are positively related to the adoption of OBS. Furthermore, the results reveal that the assumptive impact of perceived risk construct is negatively associated with OBS adoption. The diminished impact of perceived risk explicitly challenges the predominant underpinnings of the TAM framework. In addition, findings reveal that the perceived risk factor consists of five underlying dimensions: financial risk, performance risk, time risk, psychological risk, and privacy risk.     

网络银行的风险防范措施

网络银行在我国得到迅速的发展,极大促进了银行在管理体制、运行机制、业务内容、服务方式等方面的变化,增强了银行活力。论文介绍了网络银行的概念和组成,并介绍了网络银行存在的主要风险。并结合我国国内实际情况,提出了防范风险的一系列措施。     

银行垄断及其市场势力研究

文章从产业组织理论的角度,把银行业的多产品性、产品的服务性等特征引入所建立的理论模型,得出了垄断银行的相应定价行为以及银行市场势力相应的表现形式.总体而言,银行市场势力仍然具有正负两面的双重效应.对中国银行业市场势力的特殊表现形式的分析表明:中国银行业的低效率的关键的因素可能不是市场结构的集中,而主要是国有银行的行政性市场势力所至.     

How do online bidders differ from non-bidders?

This study compares online bidders and non-bidders based on their demographic and psychographic characteristics. An online survey was developed to collect data using Zoomerang's online consumer panel. Findings show that online bidders have a lower level of risk aversion and a higher level of need for uniqueness and propensity to trust than nonbidders. Online bidders are also more likely to engage in variety-seeking and impulsive-buying behavior than non-bidders. Results indicate that online bidders are younger, more educated, and have a higher income level than non-bidders. This study also finds that gender and prior online shopping experience moderate the differences between online bidders and non-bidders. Theoretical and managerial implications are discussed.     

The Productive Tension of Trust and Distrust: The Coexistence and Relative Role of Trust and Distrust in Online Banking

This study examines the effects of trustworthiness perceptions and trustor dispositions on trust and distrust as well as the downstream influence of trust and distrust on intention to use online banking. More than 500 college students located across two universities completed a survey to provide data for the study. The findings from this study suggest that the “blind trust” and “blind distrust” perspectives used in isolation are incomplete and that a more comprehensive model of trust requires the inclusion of both perspectives. As hypothesized, results also support the assertion that trust and distrust are distinct constructs and that the established e-retailing trust nomological network holds in an online banking context. The study also contributes to the literature by establishing several distrust antecedents, as well as illustrating distrust's negative effect on intention to use online banking. Finally, the study illustrates how the influence of trust can overwhelm the effect of distrust in an online banking context.     

The Application of a Relationship Marketing Perspective in Retail Banking

This article considers the development of relationship marketing in retail financial services. It begins by examining the relationship marketing literature and considering its application to the retail banking industry. Following a discussion of the research methodology, four in-depth retail bank case studies are presented. These cases form the basis of a qualitative analysis of the state of relationship marketing in retail banking. Many banks have already reached a higher level of relationship marketing than businesses in other sectors. Yet generic relationship marketing models such as the one applied in this research do not necessarily reflect these differences. A modified version of a relationship marketing model, which caters for the particular characteristics of retail banks and which may be applicable to other services businesses, is therefore proposed.     

Impact of Perceived Security on Trust,Perceived Risk,and Acceptance of Online Banking in Iran

This study examines the relationship between perceived security and acceptance of online banking with the mediating effect of perceived risk and trust in Internet banking in Iranian customers. Researchers used structural equations model (SEM) to examine their hypotheses and conceptual model. Statistical data were gathered via a questionnaire from 395 randomly selected customers of Bank Saderat Iran in Semnan. Cronbach’s alpha and internal compatibility were used to check the reliability of the questionnaire. The justifiability of the research variables was checked and confirmed using the first- and second-order confirmatory factor analysis. According to the SEM results, the variables of perceived security and trust in Internet banking had a significantly positive impact on the acceptance of online banking. Although perceived risk had no significant impact on the acceptance of online banking, the results showed that perceived risk had a significantly negative impact on trust in Internet banking.     

Exploring the intention to continue using web-based self-service

The popularization of Internet and the development of cloud computing have not only changed our lifestyles, but have impacted the ways in which enterprises relate with their customers. For example, customers and enterprises can now directly interact through web-based self-services (e.g., Internet banking, online ticketing, online bookstores, and online reservations) that do not require face-to-face interactions. Web-based self-services (WBSS) allow enterprises to proactively initiate contacts with customers and respond to their needs. Customers can also quickly access the services they want online, at any time and place, thus enhancing overall service efficiency. However, a review of the previous literature shows that most related studies have used the Technology Acceptance Model, which examines perceived usefulness, perceived ease of use and attitude toward use, in order to investigate user behaviors when operating a WBSS. In contrast, there are few studies that examine the impact of perceived usefulness and perceived quality features on the continued intention to use a WBSS. Therefore, this study applied the questionnaire method and investigated the relationships among users’ perceived usage characteristics, quality characteristics, satisfaction and continued usage intention with regard to WBSS. Based on the results, specific recommendations are provided for enterprises to enhance the intention to continue using WBSS.     

Online luxury goods with price discount or onsite luxury goods with luxury services: Role of situation-specific thinking styles and socio-demographics

Today, the luxury goods and service market is growing faster than ever. However, despite its growth, we do not know much about the ways in which consumers choose to shop online or in store when buying luxury goods. We also lack insight into the factors that can affect such luxury consumption decisions. The purpose of this study is to investigate whether consumers prefer to buy luxury goods online at a discounted price or would rather buy luxury goods in store with additional luxury services at a cover price. This study also examines the extent to which such decisions can be driven by their situation-specific thinking styles as well as other socio-demographic variables. The results show that participants adopted a rational thinking style when deciding to buy luxury goods online with price discounts. On the other hand, an experiential thinking style was evoked when participants chose to visit a store offering luxury brands and luxury services. In addition to momentary thinking orientations, gender as well as income were found to be relevant to a consumer's choice in a shopping platform when seeking luxury brands. More details about the study's findings and their implications are discussed below.     

Problems and challenges facing the islamic banking system in the west: The case of the UK

This study investigates the main problems, challenges, and opportunities facing Islamic banking in the United Kingdom. The study reports the results of interviews that were undertaken with senior officials of several key financial institutions who have had many years of experience in dealing with Islamic banking. Our interviews revealed that, although by strict definition Islamic banks do not currently exist in the UK, London is one of the major centers for Islamic banking and finance. It is apparent that the experience of previously established Islamic institutions, such as Al‐Baraka, has made other institutions realize that it is possible to provide Islamic banking services in the UK under nonbanking regulations. The interviews also revealed that the main problem that Islamic banking faces in the UK is heterogeneous clients and potential clients. Moreover, regulatory hurdles, competition from conventional banks, and lack of adequately qualified and trained personnel exacerbate the situation. The study concludes by identifying opportunities such as e‐banking that may have a significant impact on the future of Islamic banking in the UK. © 2004 Wiley Periodicals, Inc.     

The role of customer online brand experience in customers' intention to forward online company-generated content: The case of the Islamic online banking sector in Palestine

The purpose of this study is twofold: Firstly, to assess the impact of customer online brand experience (COBE) with online banking on customer's intention to forward online company-generated content (CGC). Secondly, to explore the role of online brand community engagement (OBCE) and the perceived trust of brand community page (BCP) as mediating variables between COBE and the intention to forward online CGC. This research conducted an online survey among various Islamic bank customers in Palestine who were members of online brand communities (fan pages) on Facebook. 375 valid responses were collected and results revealed that COBE exerts a dual influence on intention to forward CGC. This study is a pioneering empirical research on the role of OBCE in customers' intention to forward online CGC within the fast-growing Islamic banking industry. This study contributes to fill this research gap by assessing the effect of COBE on OBCE and intention to forward online CGC within the context of the Islamic online banking sector in Palestine. In this sense, this study is a first-of-its-kind research on the role of experience on customer engagement with regard to online brand communities of Islamic banks.     

Building loyalty with online financial services customers: Is there a gender difference?

This study proposes a research model of the determinants of customer loyalty in an online financial services context. The study examines the online service quality dimensions that influence e-trust and e-satisfaction, which in turn influence e-loyalty. The research assesses also the moderator role of gender in e-loyalty development. Using data collected from 376 users of a click-and-brick financial institution in Canada, the study finds that: (1) e-loyalty is positively related to e-satisfaction and e-trust; (2) e-satisfaction and e-trust are positively associated to perceived website efficiency and information quality; (3) gender does not moderate relationships between online service quality, e-satisfaction, e-trust, and e-loyalty; (4) women report higher levels of online service quality, e-satisfaction, e-trust, and e-loyalty than men. The study emphasises the role of website efficiency and information quality in developing loyalty for online financial services providers. Indeed, it suggests that online financial institutions do not need to segment their online market based on gender.     

提高网络银行安全的思考与建议

网络交易的便利性吸引了众多的网民开通网上银行服务,但是网络银行的安全性却一直被网民所怀疑。网民在网络交易时往往会担心:网上银行到底安全吗?该怎样安全使用网银?本文根据作者平时使用习惯,分别从电脑系统安全、网址或产品选择以及个人网银使用三个方面来探讨如何提高网络银行安全。     

Assessing customers perception of online shopping risks: A structural equation modeling–based multigroup analysis

Increasing evidence shows the role of perceived risk in customers' attitude and intention to use online shopping services. However, the literature shows disagreement regarding the types of risks that influence purchase intention. Therefore, this study aims to empirically identify the most relevant sources of risks and uncertainties associated with online shopping services and to investigate the influence of sociodemographic characteristics (e.g., gender, age, and online shopping experience) on the levels of perceived risk using data collected through a survey questionnaire. A total of 558 participants were selected across three countries (Jordan, Saudi Arabia, and Kuwait). The responses were evaluated using structural equation modeling and multigroup analysis. The analysis showed that of the tested types of risks and uncertainty, only three had a significant influence on customers' purchase decisions: financial risk, information risk, and privacy risk. Regarding the moderating role of sociodemographic variables, the analysis showed that previous experience has a significant moderating effect. At the same time, gender and age were found not to affect the relationship between perceived risks and customers' purchase intention. These findings may help online stores understand customers’ concerns when considering online shopping. The limitations and theoretical and managerial implications of the present study are discussed.