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This research aims to analyze switching intention : scale development based on Klaus customer experience quality and IS Success Model. This research focuses on the variables system quality, information quality, service quality, product experience, moment of truth, and peach of mind. This research uses quantitative methods by processing primary data obtained through questionnaires from 57 people, using simple random techniques or sampling with the Slovin formula. Data obtained using Smartpls 4. The parameters tested in this research are validity test, reliability test, R-Square, and T test. Best on the results of research tests concluded: (1) System quality has significant and positive effect on switching intention, (2) Quality information has significant and positive effect on switching intention, (3) Quality of service has no significant and not positive effect on switching intention, (4) Product experience has no significant and not positive effect on switching intention, (5) Moment of truth has significant and positive effect on switching intention, (6) Peach of mind has significant and positive effect on switching intention. [ABSTRACT FROM AUTHOR]

Insurance promotes financial resilience for individuals and households, aiding them in risk management and welfare improvement. Despite concerted efforts by countries and international bodies to promote financial inclusion through various programs, the roles of life and non-life insurance remain underemphasized as measure to close the financial gap in most countries. Our research is motivated by the realization that the existing literature lacks a unified measure of financial inclusion that considers the impact of life and non-life insurance. The objective of this study is to examine the roles of insurance and banking services in financial inclusion through an innovative measure. This study employs Principal Component Analysis to compute different sets of a multidimensional Financial Inclusion Index (FI index) that incorporate banking, life, and non-life insurance indicators for 72 countries from 2015 to 2019. When the role of life insurance is considered, some countries experience significant leaps in their financial inclusion levels, while the opposite holds true for most countries regardless of their developmental stage. In the meantime, non-life insurance has a strong positive impact on the overall financial inclusivity of the sample countries, with more than half of them recording higher financial inclusion. These results necessitate a reevaluation of financial inclusion strategies worldwide. We advocate for a more comprehensive approach that integrates insurance services into the financial system alongside traditional banking, especially non-life insurance given its significant contribution in enabling financial inclusion. [ABSTRACT FROM AUTHOR]

In recent years, the banking services market has been developing dynamically, experiencing a sharp increase in competition. Banks that provide maximum profitability for each client gain the most significant competitive advantage. The sales model in corporate banking is associated with personal interaction between bank employees and business owners, and the subsequent establishment of individual service conditions. However, this approach is often ineffective when a bank faces the issue of maximising the efficiency of business activities. This study aims to segment a bank's corporate client base and develop a pricing strategy for each of the groups that have been singled out in the process. The study sample consisted of 4,500 corporate clients of a Ukrainian bank who were active users of euro accounts. The k-means data mining algorithm was used to develop marketing segments. The optimal number of clusters was determined by weighing the results of calculating 26 indices from the NbClust package and the bank's business requirements. Six similarity groups were found during the calculation of the algorithm. The study found that clusters 1 and 2 were a concentration of unprofitable customers for whom an introduction of a service fee was urgently needed. Marketing segments 3 and 4 were customers who did not record net losses but with whom it was deemed necessary to work to improve their profitability. The remaining segments were 'healthy' users of euro accounts. With regard to these customers, it was recommended no additional service fees should be imposed. The proposed methodology makes it possible for a bank to remain attractive in a competitive environment while not incurring unnecessary costs. [ABSTRACT FROM AUTHOR]

Intimate Partner Violence (IPV) is a global social problem that includes using coercive control strategies, including financial abuse, to manage and entrap an intimate partner. Financial abuse restricts or removes another person's access to financial resources and their participation in financial decisions, forcing their financial dependence, or alternatively exploits their money and economic resources for the abuser's gain. Banks have some stake in the prevention of and response to IPV, given their unique role in household finances and growing recognition an equitable society is one inclusive of consumers with vulnerabilities. Institutional practices may unwittingly enable abusive partners' financial control as seemingly benign regulatory policy and tools of household money management exacerbate unequal power dynamics. To date, business ethicists have tended to take a broader view of banker professional responsibility, especially post-Global Financial Crisis. Little scholarship examines if, when and how a bank should respond to societal issues, such as IPV, traditionally outside their 'remit' of banking services. I extend existing understandings of 'systemic harm' to conceptualise the bank's role in addressing economic harm in the context of IPV, viewing IPV and financial abuse through a consumer vulnerability lens to translate theory into practice. Two in-depth stories of financial abuse further illustrate the active role banks can and should take in combating financial abuse. [ABSTRACT FROM AUTHOR]

The issue of effective human resource (HR) roles performance and the effectiveness of HR operations at Bangladeshi private banking sector has grown in importance over the past few decades. The scholarly literature, however, largely lacks the empirical research examining the impact of four HR roles on HRM effectiveness. The prime objective of the current research includes testing the causal relationships between four HR roles (employee champion, strategic partner, change agent, and administrative expert) and HRM effectiveness. Data was gathered from the first-line managers employed in the private commercial banks in Bangladesh (n = 210). The hypothesized model was examined utilizing partial least squares structural equation modelling, or PLS-SEM. The findings showed that the roles of employee champion, strategic partner, change agent, and administrative expert had a positive and significant impact on HRM effectiveness. The implications regarding the findings are explained and recommendations for further research are also proposed. [ABSTRACT FROM AUTHOR]

Copyright of Pamukkale University Journal of Business Research / Pamukkale Üniversitesi İşletme Araştırmaları Dergisi is the property of Pamukkale University Journal of Business Research and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The research aims to empirically investigate the effect of perceived easiness of use (PEU), perceive usefulness (PU), data security (DAS) on adoption intention of Fintech services through Fintech promotion (FP), and customer trust (CT) in commercial banks of Pakistan using Technology Acceptance Model (TAM) in Pakistan. The data of 297 banking services users were collected through self-administered survey. This quantitative study employs cross sectional research design, and data was analyzed through Partial Least Square (PLS)-Structural Equation Modeling (SEM) technique. The regression results indicate that DAS, PEU, PU, FP, CT have positive and significant influence on adoption intention of Fintech Services. The PEU, DAS, PU also have positive and significant effect on CT. In addition, customers' perception about DAS and PEU also have a positive and significant influence on customers' perception about importance of FP. On the contrary, FP has insignificant effect on CT and PU also has insignificant effect on FP. Based on researchers findings, this study would be an addition to the existing literature pertaining to adoption of Fintech services by providing novel understanding about the determinants of users' behavior for adoption of Fintech services. Therefore, this study could help to regulators that how data security through proper IT infrastructure could help to increase the adoption of Fintech. Moreover, findings of the study also indicates that it is precisely important for Fintech innovators to understand their customers' attitude regarding transparency of data and its security. Such operational activities enable customers to be aware of adequate use of their data and its secure storage. [ABSTRACT FROM AUTHOR]

This paper aims to study the factors affecting the intention to use a mobile wallet of the private bank in Myanmar based on the bank and customer factors. The consequences of service quality and bank reputation among the bank customers were examined in this study. The investigation of the role of word-of-mouth of the mobile wallet adoption is another objective of the study. The research hypotheses were examined using the Structural Equation Modeling (SEM) technique from data collected from 250 customers of Kanbawza (KBZ) Bank. The analysis results indicated that the word-of-mouth was found to be the major factor affecting the intention to use the mobile wallet of the private bank, followed by trust. The study also confirmed that service quality is an antecedent of bank reputation, trust and word-of-mouth. The bank reputation has a positive significant effect on the word-of-mouth, however, there is no significant impact on trust. Marketing managers and business development managers of private banks should pay more attention to improve the service quality to develop the bank reputation, trust and positive word-ofmouth which will lead to acquiring more mobile wallet users. [ABSTRACT FROM AUTHOR]

Research purpose. The main goal of the article is to determine the current level of financial literacy among clients of the selected bank in Slovakia. This finding will be compared with the average level in the country. In the survey, we focused on determining their financial literacy level. Currently, a lot of attention is paid to the issue of financial literacy. In connection with financial literacy, a lot is said about education. Therefore, in the paper, we focused on finding out the relationship between financial literacy and the level of education as such. We also compared the financial literacy of the survey sample with the overall financial literacy in Slovakia. Design / Methodology / Approach. For the purposes of this article, an anonymous online questionnaire survey focused on the financial literacy of customers of the selected bank was conducted. By analysing theoretical knowledge and existing surveys, we established hypotheses, which we subsequently verified statistically. When analysing theoretical knowledge and surveys in the Slovak Republic, we found that there is a large number of surveys focused on financial literacy. The output and support of each of them are primarily focused on increasing financial literacy through education. We, therefore, assumed, given that financial literacy has been in the curriculum of primary and secondary schools for several years, that financial literacy is related to the availability of goods. We also assumed that financial literacy in the Slovak Republic is increasing. To verify the hypothesis, we used two statistical methods - the Chi-Square test and the Mean Congruence Test. The reason for choosing customers of a specific bank for the purposes of our survey was the number of respondents' answers. We managed to collect the most answers for the bank mentioned. Findings. Through the selected statistical method, we found that in our survey, the number of correct answers is not affected by the level of education. It was also interesting to find that the level of financial literacy of the selected region in 2022 is not higher than the overall level of financial literacy of the Slovak Republic determined on the basis of a survey from 2012. Originality / Value / Practical implications. The proposals and recommendations that emerged from the survey relate to increasing the financial literacy of customers of the selected bank. We focused our recommendations on education and conducting surveys, both for customers and for the bank's management. The bank can use these recommendations as a basis for managerial decisions. It is necessary to increase the financial literacy of customers. It is also necessary to support the field of marketing, especially communication with customers. It is only up to the management of the bank to decide which customers it will have and how it will retain or expand them. [ABSTRACT FROM AUTHOR]

The study explores the aspects of job satisfaction related to the employee's intention to quit the job in the presence of job fatigue and can help decision-makers and administrators in the Jordanian private banking sector retain highly qualified employees. The current research attempted to investigate the relationship between job satisfaction through its dimensions (satisfaction with pay, satisfaction with promotion, satisfaction with co-workers, satisfaction with emergency bonuses, satisfaction with the nature of the work, satisfaction with communication with the organization), and the intention to quit a job through its dimensions (remuneration, nature of work? Health problems and ineffective driving). The study was conducted on Jordanian commercial banks. The descriptive analytical method was used through a sample selected from the study community represented by (Alhli-Bank, Arab Bank, and Arab Islamic Bank). After conducting the tests, the study concluded that there is a significant correlation between job satisfaction in its dimensions and the intention to quit smoking. The study recommends motivating employees by reviewing wages, promotions, and emergency bonus policies in light of the results. [ABSTRACT FROM AUTHOR]

This study aims to examine and analyze the influence of emotional intelligence in Islamic persepctive on affective commitment moderated by "diuwongke" in Islamic perspective. This study uses quantitative approach with the sample of public banks employees in Central Java who has Islam religion. The sampling technique is using purposive sampling with certain criteria, and the data is collected through questionnaire distribution. The statistical technique is carried out using regression moderation. The results of this study prove that: (1) Emotional intelligence in Islamic perspective has a positive and significant influence on affective commitment; and (2) "Diuwongke" in Islamic perspective can strengthen the relationship between emotional intelligence in Islamic perspective on affective commitment [ABSTRACT FROM AUTHOR]

Mobile banking is an internet-based application of banks to serve their customers. With this application, the customers can check their balance on their banking account and transact online with the other parties. Therefore, growing trust in mobile banking becomes essential. Moreover, to reach it, banks need to focus on the determinants. According to previous studies, at least three factors are available: perceived ease of utilization, usefulness, and security. By answering this challenging topic, this study aims to test these determinants of trust statistically. After employing the 106 respondents in Bandung using the mobile banking application as the sample taken by the snowball sampling technique and examining three hypotheses by structural equation model based on partial least square, this research concludes a positive sign exists in these causal associations. [ABSTRACT FROM AUTHOR]

The present study aims at presenting a model of cross-buying behavior of electronic service customers in Shahr Bank. This research is applied in terms of objective and survey-exploratory in terms of approach. The statistical population of this study consisted of a group of experts including senior managers of Shahr Bank, professors and marketing consultants familiar with the banking industry which in-depth interviews were conducted with them. The selection of experts and doing interviews with them continued until the theoretical saturation was reached and then stopped. Purposive sampling method was used in this study. Nine interviews were conducted in total. This research has been done in the period of October 2020 to May 2021. Due to using the data foundation theory in this research, the main data collection tool was unstructured in-depth interviews with experts. Finally, after three open, axial and selective kinds of coding, the conceptual model of the research was designed based on a paradigm model. In this research and according to the identified goals and categories, the category of motivating to use various electronic services of Shahr Bank was considered as the main and axial category. This means that the core of the conceptual model is the users' motivation and inner desire to use various electronic services of this bank. [ABSTRACT FROM AUTHOR]

In this research paper, an analysis of the queuing model of a particular bank of district Ayodhya of Uttar Pradesh as a case of study has been presented. Our aim is to investigate and evaluate the achievement of banking queue so that the bank can be suggested to improve for the optimal services needed by the customers engaged with the bank. The objective of this paper is also to propose a decision model to obtain the performance of the bank by using queuing theoretic approach. [ABSTRACT FROM AUTHOR]

Customer experience is heralded as the competitive battleground; however, it is defined so broadly that companies often struggle to define, implement, and measure it. Based on the experiences of the Royal Bank of Scotland, this article develops an effective approach to scoping and managing customer experience, identifying typical pitfalls, and providing guidance to organizations trying to understand where to start. [ABSTRACT FROM AUTHOR]

New technologies promote radical changes in how banking services are delivered. The field of Islamic finance is not exempt from radical changes and is gaining increasing attention from academics and practitioners. Although several scientific studies have been conducted on the impact of technologies on specific Islamic finance instruments, no research has examined bibliometric variables in this area. This study aims to cover this gap by conducting a bibliometric and open coding analysis on 170 sources of published studies on Islamic finance and technology. Our study detects the most influential authors, journals and countries of publication that currently prioritise research in this field. In addition, the thematic analysis reveals that among the niche themes are applications of technology to Takaful. Among the motor themes is the opportunity for technology to facilitate decision-making in Islamic banks. Finally, in terms of originality, this study highlights the field's current state by combining methodological approaches and providing valuable insights for future research. Moreover, it is also a starting point for practitioners to fully understand the characteristics and potential of technology in Islamic finance. Finally, the article provides researchers with a research agenda to guide future research ideas. [ABSTRACT FROM AUTHOR]

Copyright of Journal of Marketing & Marketing Research / Pazarlama ve Pazarlama Araştırmaları Dergisi is the property of Pazarlama & Pazarlama Arastirmalari Dernegi and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The paper contributes to a growing stream of research on consumer acculturation, examining the influence of acculturation on interpersonal trust in the banking sector. This study develops a conceptual model based on culture-based differences in cognitive and affective trust. The moderating effect of consumer acculturation level on cognitive trust, affective trust, and targets of commitment is considered among Chinese immigrants to New Zealand. Structural equation modelling and multi-group analysis are applied to assess the causal relationships among the model constructs. The paper offers new insights into the service relationships between acculturating consumers and their banking suppliers. The findings show that acculturation level moderates interpersonal trust towards the target of commitment. The implications for researchers and practitioners are explored and recommendations for future research are made. [ABSTRACT FROM PUBLISHER]

Copyright of Economic Sciences is the property of Republic of Iraq Ministry of Higher Education & Scientific Research (MOHESR) and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Service quality of the banking sector is one of the major tools to retain consumers. Identification of service gaps is one of the primary responsibilities of the banks to enrich their service quality and gain more consumers. To understand the gaps in service quality, banks are required to have a primary understanding about the service quality dimensions of banking services. The difference between consumers' expectations about the banking services and their perception about the received services could be measured as service quality gaps for banks. Knowledge about the gaps will provide banks to design more efficient services for their consumers and thereby attain higher level of consumer satisfaction. The present research, which is conducted on the Indian banks, identifies the service quality dimensions for the banking sectors. The work also provides a methodology to measure the difference between expected and perceived banking services. [ABSTRACT FROM AUTHOR]

Banks and financial service providers are currently facing numerous challenges due to the ongoing cheap money policy of the European Central Bank, an increasingly regulated market environment and a rapidly progressive digitization. The ongoing decline in interest income and the stagnating of a banks commission income are currently leading to a reduction of a banks total income. In addition, there is digitization that brings numerous new competitors into the market and changes the core business models of banks. As a result, the general conditions in the financial sector change fundamentally and continue to do so in the near future. Moreover, the behaviour and expectations of bank customers have changed in a way that factors such as "convenience", "flexibility" and "speed" have become increasingly important for them. For this reason, we will start with a theoretical overview of the status quo and the current challenges banks are facing and then present the results of our customer survey to highlight the current expectations of bank customers. Based on this, we formulate recommendations for banks on how to meet their customers' expectations. [ABSTRACT FROM AUTHOR]

The financial crisis exposed major fault lines in banking and financial markets more broadly. Policymakers responded with far-reaching regulation that created a new agency--the Consumer Financial Protection Bureau--and changed the structure and function of these markets. Consumer advocates cheered reforms as welfare enhancing, while the financial sector declared that consumers would be harmed by interventions. With a decade of data now available, this Article examines the successes and failures of the consumer finance reform agenda. Specifically, it marshals data from every zip code and bank in the United States to test the efficacy of three of the most significant postcrisis reforms: in the debit, credit, and overdraft markets. The results are surprising. Despite cosmetic similarities, these reforms had very different outcomes. Two (changes in the credit and overdraft markets) increase consumer welfare, while the other (in the debit market) decreases it. These findings run counter to prior work by prominent legal scholars and encourage reevaluation of our (mis)conceptions about the efficacy of regulation. The evidence leads to several insights for regulatory design. First, banks regularly levy hidden fees on consumers, obscuring the true cost of financial products. Regulators should restrict such practices. Second, consumer finance markets are regressive: Low-income customers often pay higher prices than their higher-income counterparts. Regulators should address this inequity. Finally, banks tend to discourage regulation by promising their costs will be passed through to consumers. Regulators should not be overly swayed by their dire warnings. [ABSTRACT FROM AUTHOR]

The authors examine the impact of gifts on deposit balances and customer satisfaction in a longitudinal field experiment conducted at a commercial bank. They find that gifts increased deposit balances, survey response rates, and customer satisfaction compared with the no-gift control. They manipulated several factors within the gift treatment: gift type, the accompanying message, and the sequence of gift value, which improved ($35 then $100 gift), worsened ($100 then $35 gift), or was a single gift. A highly detrimental effect of decreasing gift value occurred on deposit balances. This 'deterioration aversion' persisted in a long-term follow-up analysis of deposit balances. A vignette experiment replicates deterioration aversion and extends the results, demonstrating increased effectiveness of improving gifts over constant gift sequences and indicating that the mechanism underlying deterioration aversion involves the violation of expectations. [ABSTRACT FROM AUTHOR]

Over the last number of decades, as a result of regulatory, technological and changing consumer dynamics, many service organisations operate in an increasingly competitive and dynamic external environment. These changes have led to service companies trying to both recruit and retain profitable customers. In order to compete effectively, do companies focus on transaction and relationship marketing activities only or on the balanced delivery of both? Apart from a small body of work (Brodie et al. 1997; Coviello et al. 1997; 2002), the literature has treated transaction and relationship marketing in an isolated and non-integrated fashion. In particular there has been limited consideration of the pertinent issues facing service organisations trying to integrate these two perspectives in practice. This article describes an in-depth study of a service organisation's transaction and relationship marketing activities. In this study theory was used in the development of a conceptual model. This model was used as a framework to guide the study and data collection using one retail bank case. The data were analysed in relation to the transaction and relationship marketing focus and activities of the bank. The findings indicate that resource investment in some aspects of transaction and relationship marketing activities, in practice, was unbalanced compared to the resource investment in a wide range of support activities. The study has implications for research and theory and to those attempting to deliver both transaction and relationship marketing in the context of dynamic and competitive environments. [ABSTRACT FROM AUTHOR]

Our aim in this study was to extend theory on service climate by examining two boundary conditions for the effects of service climate on customer attitudes. We hypothesized that (1) the more proximal and relevant the target of a service climate (a subunit versus an organization as a whole) to customers, and (2) the higher the frequency of contact between employees and customers, the stronger would be the relationship between service climate and customer attitudes. Both hypotheses received support in a sample of 160 bank branches. [ABSTRACT FROM AUTHOR]

Service quality measurement in Internet banking services is an area of growing interest to researchers and managers. Building on a synthesis of the extant literature on service quality in traditional services and that of Internet delivered services, this study develops a battery of measures that can be used to measure customer service quality in e-banking services. The study shows that service quality in e-banking can be measured using twenty-one parsimonious measures spread across five dimensions, namely, access, Website interface, trust, attention and credibility. The article discusses the importance of these findings for practitioners and for future research on service quality in Internet delivered services. [ABSTRACT FROM AUTHOR]

One of the most significant developments in bank marketing in recent years has been the use of technology in creating new channels through which customers can transact their accounts and interact with their bank. The literature shows how e-banking has developed rapidly and become a mainstream channel, but concerns have been raised about the ability of banks to manage customer relationships effectively through this new channel. The case studies presented in this paper are chosen to Bristol Business School exemplify two approaches to e-banking: integration into an existing operation and separation (through a standalone operation). Analysis of these case studies shows how a market oriented approach to customer service can be implemented particularly effectively at an operational level in the standalone case. However, while the need to manage customers far more holistically is recognised in the integrated case this has not yet been achieved in practice. The reasons for this highlight challenges for marketing in the banking sector. [ABSTRACT FROM AUTHOR]

Informational scope economies provide a cost advantage to universal banks offering "one-stop shopping" for lending and underwriting that enables them to "lock in" their clients' subsequent business. This market power reduces universal banks' incentive, relative to that of specialized investment banks, to apply costly underwriting efforts; consequently, universal banks are less successful in selling their clients' securities. Our results suggest that an integrated financial services market is less innovative than one with specialized intermediaries. Our analysis also identifies economy, intermediary, and firm characteristics that motivate either the integration or segmentation of bank lending and underwriting. [ABSTRACT FROM AUTHOR]

How research played a fundamental role in the development of Abbey National's Convenience Retailing strategy, including the inclusion of Costa coffee in its retail outlets. [ABSTRACT FROM AUTHOR]

How will banks evolve as competition increases from other banks and from the capital market? Will banks become more like capital market underwriters and offer passive transaction loans or return to their roots as relationship lending experts? These are the questions we address. Our key result is that as interbank competition increases, banks make more relationship loans, but each has lower added value for borrowers. Capital market competition reduces relationship lending (and bank lending shrinks), but each relationship loan has greater added value for borrowers. In both cases, welfare increases for some borrowers but not necessarily for all. [ABSTRACT FROM AUTHOR]