Relationship disconnect in retail banking

It has been established that increasing the role of technology in a service organisation can serve to reduce costs and improve service reliability. It is argued, however, that there remains an important role for personalised relationships in the delivery of any service proposition. Throughout this paper both of these perspectives will be discussed and an attempt is made to reconcile these apparently opposing views in the emerging age of technology-enabled remote relationships. Findings from a longitudinal research study with a large UK case bank that focused on the area of remote relationships are revisited and reinterpreted with management from the case bank in question. Through this reflective lens the bank's recent strategic decision to no longer proactively relationship manage its personal customer base is examined. In light of this deliberate relationship disconnection strategy key marketing implications are discussed.     

Competition in British retail banking

This article employs British cross-section time-series data to examine the competitive behavior of retail banks in the period 1985–1989. Product offerings are found to consist of both survivor and dominated products over time. In addition, there is evidence of price discrimination being practiced by banks. Individual banks are found to be influential in the setting of interest rates for retail bank products, though there is wide variation across banks and products.     

CRM在银行零售业务中的应用

客户识别客户细分客户互动个性化服务图1实施CRM的基本步骤CRM(客户关系管理)不仅是一个系统,一个技术解决方案,更是一种管理思想、全新的营销理念、向客户提供优良服务品质的新做法。其目的是为了更有效率地获取、开发并留住企业最重要的资产———顾客。换句话说,它需要知道顾客最主要的需求是什么?最在乎的是什么?并在和顾客接触的过程中,针对个别的差异提供与其需求一致的营销和服务计划。对企业而言,客户关系管理最深刻的内涵在于经营理念的变革,也就是从以产品为中心、以企业为中心的经营模式向以客户为中心的经营模式转变,进而引…     

On the importance of retail banking relationships

We use proprietary data to analyze the importance of retail banking relationships to commercial banks and their depositors when banks underwrite securities. We find lead underwriters’ retail customers benefit as they demand and end up with significantly more of the highly underpriced issues. We find it is actual underpricing beyond that predicted by grey markets that drive the differential demand from the lead bank retail clientele, suggesting that banks pass on information about underpriced initial public offerings to their retail depositors. We analyze banks’ incentives for such behavior and find evidence of banks benefiting through retail cross-selling—both brokerage accounts and consumer loans increase significantly.     

零售银行自助服务创新的新时代

德利多富信息系统有限公司（以下简称“德利多富”）作为全球金融自助设备的领先供应商，集研发、市场、销售和技术支持为一体。德利多富于20世纪90年代进入中国市场，几乎与所有国内银行均有合作，提供给客户广泛的增值产品、解决方案和相关服务，是业内解决方案和客户服务的领头企业。近年来，德利多富将零售业和银行业经验迅速扩展到邮政业、彩票业等其他领域，从而使零售银行进入了自助服务创新的新时代。     

A credit scoring model for Vietnam's retail banking market

As banking markets in developing countries are maturing, banks face competition not only from other domestic banks but also from sophisticated foreign banks. Given the substantial growth of consumer credit and increased regulatory attention to risk management, the development of a well-functioning credit assessment framework is essential. As part of such a framework, we propose a credit scoring model for Vietnamese retail loans. First, we show how to identify those borrower characteristics that should be part of a credit scoring model. Second, we illustrate how such a model can be calibrated to achieve the strategic objectives of the bank. Finally, we assess the use of credit scoring models in the context of transactional versus relationship lending.     

Relationship intention of South African banking and life insurance customers

The effect of increasing competition, globalization and tough economic conditions has led to changes in how banking and life insurance firms operate. This has resulted in banking and life insurance firms focusing on retaining and building long-term relationships with their existing customer base by implementing a relationship marketing strategy. However, not all customers are willing to invest in building long-term relationships. Therefore, firms need to identify and target those customers who intend to support long-term relationships with the firm, that is those with a high relationship intention. The objective of this research was to investigate South African banking and life insurance customers’ relationship intention by determining the constructs constituting relationship intention and to determine whether differences exist between high and low-relationship intention customers for the identified relationship intention constructs. A non-probability, convenience sample was used to gather data from 401 respondents, with 202 from banking and 199 from life insurance customers. The results identified five constructs constituting relationship intention for the sample of respondents and indicated that high- and low-relationship intention respondents see four of the five constructs differently.     

Relationship intention of South African banking and life insurance customers

The effect of increasing competition, globalization and tough economic conditions has led to changes in how banking and life insurance firms operate. This has resulted in banking and life insurance firms focusing on retaining and building long-term relationships with their existing customer base by implementing a relationship marketing strategy. However, not all customers are willing to invest in building long-term relationships. Therefore, firms need to identify and target those customers who intend to support long-term relationships with the firm, that is those with a high relationship intention. The objective of this research was to investigate South African banking and life insurance customers’ relationship intention by determining the constructs constituting relationship intention and to determine whether differences exist between high and low-relationship intention customers for the identified relationship intention constructs. A non-probability, convenience sample was used to gather data from 401 respondents, with 202 from banking and 199 from life insurance customers. The results identified five constructs constituting relationship intention for the sample of respondents and indicated that high- and low-relationship intention respondents see four of the five constructs differently.     

Antecedents of brand loyalty in South African retail banking

With new banks entering the South African market and consumers generally not satisfied with their current bank, brand loyalty in the banking sector is receiving greater attention. A gap in the literature exists regarding the issues of bank loyalty and their antecedents in South African retail banking because of the few studies available in the South African context, the new competitive environment in the banking sector, the multi-cultural nature of the market, and the likely switching behaviour by customers. The South African context is a multi-cultural environment and therefore offers a unique background as most previous brand loyalty studies have been in mono-cultural contexts. The purpose of this study was to investigate the antecedents of brand loyalty, including satisfaction, brand relationship quality, customer advocacy, and brand trust in retail banking. We report on a survey of 351 banking customers through SEM using AMOS. While the findings are generally supportive of previous studies, some surprising results are discussed and implications for both theory and practice are highlighted.

     

Product differentiation and efficiencies in the retail banking industry

We empirically quantify the welfare implications of bank entry in the United States between 2000 and 2008. We use a fully structural framework that combines a differentiated demand model with an endogenous product model to investigate the market outcomes. We find no evidence for under- or over-entry. Compared with the socially efficient outcome, there is a mild welfare loss resulting from banks entering wrong locations in product space. Compared with the observed outcome, consumer surplus drops by 20–38% and bank profits decline by 48–59% when banks are homogeneous. Therefore product differentiation significantly improves welfare under free entry.     

Understanding the intention to use mobile banking by existing online banking customers: an empirical study

The Indian banking sector can take advantage of the proliferation of smartphones as well as the government’s encouragement of cashless transactions to accelerate the use of mobile and online banking. The purpose of this study is to understand the initial acceptance of mobile banking by existing online banking users. Few studies have focused on online banking users’ behavioural intention to use similar services (such as mobile banking) in India. To this end, a theoretical model was developed using the technology acceptance model, which was extended to cover the adoption factors that influence users of online banking to use mobile banking. These adoption factors comprise perceived ease of use, perceived security, mobile self-efficacy, social influence and customer support. The dependent variable is customers’ behavioural intention to use mobile banking. A partial least squares structural equation modelling analysis was used to test the theoretical model with sample data from 420 online banking customers of various public, private, foreign and co-operative banks in India. The study found that the adoption factors had a significant impact on customers’ behavioural intention to use mobile banking. The findings of this study provide insight into digital banking channels, contribute to existing research on digital banking adoption and will educate banks and financial institutions on the adoption of mobile banking in India.

     

私人银行业务发展与客户增值服务

2009年4月15日,胡润研究院在上海发布了<2009胡润财富报告>.报告统计,中国有825 000个千万富豪和51000个亿万富豪.这些千万富翁和金融机构有非常多的接触,比如协调个人和企业的资金、办理贷款等.然而隔行如隔山,由于缺乏更多的金融知识,再加上没有充足的时间,他们很难把精力放在银行资产打理上.而且事实告诉他们,把大量资金存到银行里所带来的收益远低于物价的上涨幅度,存在银行里的钱是不保值的.这个群体不需要银行的小礼品,对好听但不实用的机场贵宾通道也抱无所谓的态度.他们的需求是:银行能提供给他们哪些更高层次的金融服务.     

A comparison of conventional versus Islamic banking customers attitudes and judgment

This investigates the impact of customer attitude and judgment regarding conventional and Islamic banking system in Pakistan. This study attempts to find out, how the customers of Islamic banks perceive about Islamic banking practices in terms of Shariah compliance and conventional banking system regarding earning more profits. This study consists on primary data through a well design questionnaire. Four hundred and thirty (430) questionnaires were distributed among different customers of all three types of banking, such as Islamic, conventional and stand-alone branches in order to investigate customer’s attitude and judgment toward banking system. The findings indicate that overall 28% of Islamic banking customers don’t know the essential concept of Islamic financial institution’s in Pakistan. Furthermore, 54% customers of conventional banking show their interest to convert their accounts toward Islamic banks.

     

The global financial crisis and integration in European retail banking

The aim of this paper is twofold. Firstly, to investigate the integration process within the European Union retail banking sector by analysing deposit and lending rates to the household sector during the period 2003–2011. Secondly, to assess the impact of the 2008 global financial crisis on the banking integration process, an area that is yet unexplored. An important contribution of the paper is the application of the recently developed Phillips and Sul (2007a) panel convergence methodology which has not hitherto been employed in this area. This method analyses the degree as well as the speed of convergence, identifies the presence of club formation, and measures the behaviour of each country’s transition path relative to the panel average. The empirical results point to the presence of convergence in all deposit and lending rates to the household sector up to 2007. In sharp contrast, the null of convergence is rejected in all deposit and credit markets after the onset of the 2008 financial crisis. These results show that the global crisis has had a detrimental effect on the banking integration process. We find some convergence in a few sub-clusters of countries but the rate of convergence is typically slow and several countries are identified as diverging altogether. In addition, we find that the credit market, in general, is far more heterogeneous than the savings market.     

多渠道整合营销:零售银行新的发展潜力

随着外资银行的进入和国内股份制商业银行的崛起，中国银行业正进入竞争空前激烈的时代。金融产品和金融业务种类不断增多，但由于银行产品所固有的易模仿、同质性的特点，各家商业银行面对激烈的市场竞争，在积极进行产品创新的同时更注重产品附加价值的提高，在业务发展过程中更关注营销渠道与服务方面的整合。目前，各家商业银行都在开展多渠道用户接触(传     

Determinants of customer loyalty and share of wallet in retail banking

Previous research has investigated the determinants and consequences of customer loyalty, but, in banking, a critical measure largely neglected in previous studies is the customer's ‘share of wallet’. This study, based on a survey of 1,924 retail banking customers, suggests that a large proportion of the variance in stated behavioural intentions can be predicted, in particular, by customers' attitude measures. More importantly, the study shows that a substantial amount of the variance in share of wallet can be predicted, allowing banks to identify and focus on customer segments where there is most potential for growth. In recognition of the fact that dissatisfied customers are a distinct segment, the study models actual behaviour in terms of share of wallet for dissatisfied customers. Implications for research and for business are discussed.     

Internet banking in the UK: Why are there not more customers?

Despite the increase in the number of internet users recorded by various agencies, the level of increase of internet usage for banking purposes has not increased at the same rate. One reason for this is continuing consumer fear about security which, despite the media coverage and the technical and verbal reassurances provided by the banks, still preys heavily on consumers' minds. Trying to resolve security fears is perceived to be part of the overall service to customers provided by the internet banking service providers. However, customers are continuing to demand increased levels of service quality. The research described in this paper attempted to identify whether or not specific problem areas exist for UK banks in achieving satisfactory performance on key attributes of service quality, particularly security, as perceived by a sample of UK internet banking customers. Using trade-off analysis to interview 56 internet banking customers, five key service quality attributes were identified and ranked. Cluster analysis was then adopted and revealed two groups of respondents. One group was most concerned about security-related issues while the other group was more interested in the convenience, speed and timeliness of the service. Overall, the internet banks were rated as being good on the five attributes except for the attribute ‘product variety/diverse features’. The question that arises from the findings is whether or not good performance by the internet banks on the service quality decision criteria is sufficient in a highly competitive internet environment, not only to attract new customers, but also to retain existing ones.     

Implications of the COVID-19 pandemic on market orientation in retail banking

Journal of Financial Services Marketing - This qualitative study examines the implications of the COVID-19 pandemic on the implementation of market orientation (MO) in the context of retail...