Customer readiness to co-production of mobile banking services: a customer-only co-production perspective

This paper aimed to identify the antecedents and corollary of customer readiness for co-production in customer-only co-production services using mobile banking services as a context. Using a structured questionnaire, data were gathered from a sample of mobile banking customers in Ghana and the UK and the data analysis was facilitated by structural equation modelling. From the findings, the antecedents were customer socialisation, customer self-efficacy and customer motivation and the corollary was service productivity. The findings provide managers of customer-only co-production or technology-based services particularly mobile banking services with the specific factors that can be managed strategically and tactically to enhance customer readiness for co-production and service productivity. This study is one of a kind to conceptualise and empirically identify the antecedents and corollary of customer readiness for co-production within the customer-only co-production context. However, as the study was limited to mobile banking services, future studies might test the research model in other customer-only technology-based services.

     

New competitors in banking services

In this paper the authors investigator the evolution of new competition in banking. As a consequence of the deregulation of this market and the opportunities the new technologies offer, new non-banking competitors — companies whose main activity is not finance — have decided to venture into a promising sector that is unknown to them. This conceptual paper aims to present an overview of the competitive situation that has arisen from the entrance of new participants in the banking industry, and to describe the different strategies that banks may use in order to face this new situation. Data were sourced from a literature review and new entrants' websites in order to ascertain their origin, their promoters and partners as well as their actual situation.     

Customer retention measurement in the UAE banking sector

This aper investigates how image, perceived service quality and satisfaction determine retention in a retail bank setting. Data were collected from retail banking customers in the United Arab Emirates. The results show that image is both directly and indirectly related to retention via satisfaction, while perceived service quality is indirectly related to retention via satisfaction. The paper concludes that satisfaction is not the sole determinant of retention in retail banking. The managerial and research implications of the study are also discussed.     

Marketing of banking services in Nigeria

This paper (which was originally presented at the 2001 World Services Congress in Hong Kong, 19–21 September) traces the origins of marketing in Nigerian banking and shows how different economic, social and political environments have influenced the marketing of financial services in Nigeria. It argues that the future of the banking market in Nigeria will, in the main, depend on the ongoing integration of the country into the global market. With the return of the international banks, multinational and foreign companies and missions are likely to favour such banks for their banking transactions. The implication of this is that banks with little or no foreign ownership structures will gradually be forced to concentrate on the indigenous market. Unless the government can put its house in order quickly and ensure a stable macroeconomic environment for economic development, it is likely that market forces will cause several of these indigenous banks to merge their activities or be absorbed by the big international banks.     

Customer values and CSR image in the banking industry

The authors analyse the role that collectivism and novelty seeking play in the formation process of corporate social responsibility (CSR) image in the Spanish banking industry. Two multisampling analyses of a structural equation model are performed on a sample of 1124 customers. The findings of the article allow the authors to anticipate CSR image based on (i) the congruence between the company and its CSR initiatives, (ii) the attribution of motivations for the company to implement CSR and (iii) corporate credibility in developing CSR initiatives. The findings also show that collectivists and innovative customers process information differently to individualists and conservative customers.     

Customer value analysis in financial services

This study investigates what creates value for customers and how providers can improve value for their customers. A comprehensive analytical model with a four-step approach is presented and applied in the field of financial services. In a first step, the main customer value drivers are identified and five value dimensions are derived, based on qualitative interviews with customers. These results are then compared to value assumptions made by customer-contact employees, and gaps between customer and employee perceptions are analysed. Based on these identified gaps, a multitude of implications for managing company customer value at the normative, strategic, and operational level of management are derived, and finally implications of findings for service marketing practice and research are discussed.     

Correspondent services and cost economies in commercial banking

Prior bank cost function studies have ignored the fact that some banks obtain a substantial amount of services from their correspondents. If these services are paid for with compensating deposit balances, their cost to the purchasing bank is not reflected in standard expense reports. This paper investigates whether explicit consideration of theese correspondent costs materially affects estimated bank returns to scale. The results indicate that the level of banksoperating costs is underreported by as much as 15%. While scale economy estimates for unit banks are not significantly affected by the addition of correspondent service costs, prior studies have overestimated branch bank scale economies by a small but statistically significant amount.     

Telecom microfinance banking versus commercial banking: a battle in the financial services sector

Journal of Financial Services Marketing - The purpose of the study is to compare the growth rate of commercial banks with microfinance banks, under the shadow of financial exclusion, and to provide...     

论银行业务实践中的授信额度合同

在商业银行业务实践中,授信额度合同尽管尚不属于主流的合同形式,但在银行各个业务领域中均有其适用的案例,在一些范围内甚至被用作主流合同的替代形式。由于没有明确的法律规定界定其涵义,商业实践中也尚未成为一种商业惯例。因此,授信额度合同给银行和客户的权利义务带来了一些不确定的因素。本文从授信额度合同的特征出发,重点讨论了授信额度合同的法律性质,并对审判实践中存在的未约定额度使用期限时授信额度合同的效力、授信额度合同的担保及有关诉讼程序问题,从实务角度进行了分析,并提出了相应观点。     

银信合作:私人银行服务的有效实现模式

私人银行业务是国内多家商业银行开展金融服务的新领域,信托产品机制与私人银行业务之间内在的契合性决定了两者之间可以展开良好的合作,这对于我国正处于起步中的私人银行业务而言,无疑是一个有意义的新思路。     

世博会信息科技保障工作全面落实

5月1日,世界瞩目的201O年上海世博会在黄埔江畔拉开帷幕。据初步预测,上海世博会吸引游客将超过7000万人次,投资规模接近3000亿元,消费规模将在1000亿元以上,来自世界各地的200多个国家和国际组织将参加本次盛会。世博会无疑会产生巨大的客流、物流、资金流和信息流。对我国金融行业来说,世博会是一次向世界全面展示行业发展成就和品牌形象的良好平台,也为金融机构提升金融服务水平提供了契机。     

Customer emotional regulation and relationship quality: Evidence from the banking industry

The aim of this paper is twofold: first to examine the extent to which customer perceptions of employee deep/surface acting influence customer deep/surface acting; second to assess the degree to which customer deep/surface acting strengthens/weakens the level of relationship quality (RQ). Survey data were collected from (291) respondents from 13 banks located in Jordan. Two key findings emerged from the current study. First, when customers encountered authentic employees (i.e., deep acting), they were more likely to modify their internal feelings to match the required displays, and less likely to express unauthentic emotions. On the other hand, when customers encountered unauthentic emotions, they were less likely to express unauthentic emotions. Second, customer deep acting is found to be positively associated with relationship satisfaction, commitment, and trust, whereas customer surface acting is negatively associated with relationship satisfaction and trust. This study adds to the body of knowledge on the antecedents of RQ through identifying customer emotional regulation as a key determinant of that.     

对搞好银行中间业务的几点体会

中间业务不同于银行传统业务,它是商业银行为客户提供的一种金融服务手段.目前,银行中间业务中较多的是各种代收业务,例如代收水费、电费、煤气费等.代收业务充分利用了银行的网点优势,解决了委托单位"收费难"的问题.随着实时代收逐步取代原有的传盘代收模式,银行需要建立一个可管理和可移植的工具性代收业务系统平台,它既要满足中间业务的需求,也要保证银行传统业务的正常运行.     

金融服务外包推动银行业务迅速发展

银行作为金融产品与服务的经营主体,需要全力打造自身核心价值,并不断通过业务创新和优质服务来赢得客户和市场.随着全球经济化的不断发展,全球产业也逐渐从第二产业向第三产业延伸,以金融服务外包为主体的国际金融服务产业转移步伐不断加快.     

Eliminating entry barriers for the provision of banking services: Evidence from ‘banking correspondents’ in Brazil

This paper shows that the contractual arrangement of ‘banking correspondents’ has eliminated entry barriers for the provision of banking services in Brazil. With the bank correspondents, banks are allowed to reach the almost 2200 municipalities without bank branches in 2000, connecting 45 million people to the financial sector. The evidence is based on the estimation of an entry model of financial providers in Brazilian municipalities. I estimate a zero population entry threshold for banking correspondents for the period from 2002 to 2007. The estimated population entry thresholds for bank branches in the same period are relatively stable at approximately 8000–9000 people. The population entry thresholds for the second to fifth players for banking correspondents are also consistently lower than those for bank branches.     

Marketing online banking services: The voice of the customer

US banks have invested heavily in developing online capabilities, with the expectation of migrating customers to the new cheaper delivery system. Results in the USA thus far have been mixed at best; market penetration is low and customer usage is sporadic, focusing mainly on simple tasks. This paper reports on the first of two studies conducted to investigate the reasons for the mediocre performance. A qualitative consumer study revealed significant differences in attitudes and opinions between early users and those that banks hope will adopt next. Most importantly, future prospects could be characterised as indifferent about online banking; many were not convinced about its benefits and the value it provides. While the potential to expand the market for online banking services exists, banks need to re-examine their marketing approach.     

打造银行业服务实体经济支撑体系

近年来,河南银监局全面贯彻落实中央金融工作会议、银监会监管工作会议精神,立足河南实际,以开展＂合规建设提升年＂活动为主线,坚持＂守底线、重合规、强服务、严内控、促转型＂,争取河南在全国率先解决中小企业融资难问题,     

Towards understanding attitudes of consumers who use internet banking services

Increasingly technology is being employed to replace or substantially diminish personal interaction in service provision. Research is beginning to shed light on the impact of this phenomenon on service provision and the behavioural response of customers. More, however, remains to be done by way of investigating and establishing the extent to which this means of service provision is effective in maintaining mutually beneficial customer-service provider relationships. This paper explains and discusses findings of a study undertaken for the purpose of illuminating reasons for using internet banking services, and establishing whether or not regular use of these services necessarily implies loyal patronage and that the customer has a sense of relationship with the service provider. Significantly, it was found that regular use does not necessarily imply willing or satisfied use, or that the customer has a sense of relationship with the service provider. Managerial implications of the findings are also considered.