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Examining internet banking user’s continuance intention through the lens of technology continuance theory and task technology fit model
PurposeThe long-term success of internet banking (IB) services is connected with continuous use. Therefore, examining factors which influence IB user continuance intention is important. Grounded in technology continuance theory, bank transparency and task technology fit (TTF) model, the purpose of this study is to develop a unified technology continuance model to investigate IB user continuance intention.Design/methodology/approachThe research model was empirically tested with 348 responses. Respondents included in this study had prior experience with IB services. For hypotheses testing, the structural equation modelling approach was used.FindingsFindings indicate that the research model has substantial power in explaining IB user continuance intention. Importance performance matrix analysis revealed that bank transparency had the highest importance in determining IB user continuance intention. Therefore, factors like user satisfaction and perceived usefulness have shown a medium level of importance in determining IB user continuance intention. Satisfaction is influenced by perceived usefulness and confirmation and established a significant impact on IB user continuance intention.Practical implicationsThe findings of this research are useful for bank managers and policymakers to develop and design IB services according to user’s expectations. Results demonstrate that expectation confirmation and perceived usefulness are antecedents of IB user satisfaction and IB user continuance intention. In addition to that bank, transparency has shown a significant effect on user expectation and IB user continuance intention. These findings established that accuracy in sharing bank information and clarity in transaction charges encourage the user to continue the use of IB services.Originality/valueThe current study develops a unified technology continuance model based on the TTF model and technology continuance theory and investigates IB user continuance intention. Moreover, bank transparency is added in the technology continuance model and established a significant impact towards user expectation confirmation and continuance intention. These findings contribute to the limited body of research in the context of IB user continuance intention and enrich information system literature.
Journal Article
Bank service quality
PurposeThe purpose of this paper is to compare the perceptions of Bank Saderat Iran’s (BSI) customers in Isfahan and Dubai to find the probable differences in BSI service quality in these cities.Design/methodology/approachThe required data were collected by adapted Bank Service Quality (BSQ) questionnaire from two samples of BSI customers (300 in Isfahan and 100 in Dubai). In this research, BSQ was measured by seven dimensions, including Bahia and Nantel (2000) BSQ dimensions, and globalization of bank services as the added dimension. The factor analysis was used to analyze the data, independent-samples t-test for comparing the means and Friedman test for ranking of the BSQ dimensions and items.FindingsThe results of this research revealed a relative satisfaction of customers with BSI service quality in both cities; however, the respondents in Dubai perceived a higher service quality. The most important dimensions were access and effectiveness and assurance in Isfahan and reliability and tangibles in Dubai. In addition, although these cities are located in developing countries, the respondents’ perceptions were similar to those in developed countries.Practical implicationsIt is proposed that BSI managers should eliminate the barriers to prompt service provision, review service charges, integrate decision-making systems, decrease the bureaucratic factors and provide training programs to increase the personnel’s’ interactive skills in Isfahan.Originality/valueA few studies have been conducted in the field of BSQ in Iran banking industry, and none has measured BSQ using a cross-country and cross-cultural method. No research has been conducted on BSI service quality in Isfahan and Dubai, and this is the first research in both cities. Furthermore, it is one of the few times that a specific tool is used for measuring BSQ in Iran banking industry.
Journal Article
Middle-income customers and their perception of Islamic banking in Sylhet: one of Bangladesh’s most pious cities
Purpose
Owing to religious and economic preferences in Muslim-dominated countries, middle-income customers are at the heart of banks’ strategic targeting. This study aims to investigate selected middle-income Islamic bank customers from Sylhet, one of Bangladesh’s top religious and cultural cities, to examine their perceptions of the Islamic banking services.
Design/methodology/approach
This study forwards three determinants of overall satisfaction. These are perceived relative advantage (PRA), perceived risk management (PRM) and perceived customer engagement (PCE). The study has used structured questionnaire and collected complete data on 300 middle-income Islamic bank users. The data was analysed using exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation modelling (SEM).
Findings
While all the three selection factors significantly influence overall satisfaction, PCE has greater positive impact on overall customer satisfaction, followed by PRA and PRM. “Convenient location”, “competitive charges” and “return on deposit despite low earnings” are the top three instruments measuring “PCE”. Religion did not qualify as a standalone selection factor. The results are robust across tests conducted by using EFA, CFA and SEM.
Practical implications
Gross purchasing power of middle-income class in Bangladesh grew from 7% to over 30% during the past decade, and the purchasing power of this class stood at US$100bn. Having a greater portion of this population as Muslims, banks can design products and marketing campaigns by using the three selection criteria that offer a combination of faith and non-faith-based variables.
Originality/value
Similar studies on the middle-income customer group have been rare, especially from the Islamic banking perspective. These findings offer a concise list of three factors for the bank managers to build their strategies. With respect to the Vision 2021, these findings carry greater socio-economic significance given the transition of Bangladesh to a middle-income country.
Journal Article
Digital transformation, financial access and discrepancies in household wealth accumulation
In a world where financial capital serves as the backbone of individual and societal economic health, understanding the mechanisms that can stimulate or hinder its accumulation is critical. This study explores how the accessibility of banking services and the integration of digital finance can influence the accumulation of financial wealth, as well as disparities in household savings. Drawing on data derived from the Finscope Consumer Survey for Togo 2016 and the Harmonized Living Standards Measurement Study 2018 for Togo, this study employs a range of analytical methodologies including propensity score matching, double difference, and smoothed instrumental variable quantile regression tools. The outcomes of this study underscore that access to banking services and digital finance significantly enhances physical asset investment and the adoption of sound financial practices rather than an increase in bank savings alone. Therefore, the emergence of digital finance can be seen as a missing link in the formal financial system's ability to improve the efficiency of financial service provision and make a significant contribution to reducing inequalities in wealth accumulation. This study sheds light on the significant decrease in inequality concerning the capacity for wealth accumulation among households.
Journal Article
Factors Shaping Consumer Adoption of Digital-Only Banking Services in Hong Kong
The Hong Kong banking sector entered a new era with the launch of licensed digital-only banks, also known as virtual banks, which are authorized and regulated by the Hong Kong Monetary Authority (HKMA). Unlike traditional banks, digital-only banks operate entirely online, offering streamlined, cost-effective retail banking services. They have expanded access and transformed banking but face challenges like deposit attrition and account inactivity. By the end of 2023, none had achieved profitability. Understanding the factors influencing user adoption is vital for sustaining these banks amid the evolving financial landscape in Hong Kong. A sample of 303 participants was gathered through a survey, and the data was analyzed using structural equation modeling. The results indicated that perceived compatibility, perceived relative benefits, and familiarity with internet banking all had positive associations with trust, whereas risk was negatively associated with trust. Additionally, trust was found to have a direct impact on the intention to use digital-only banking services. The study can help existing and future digital-only banks to design better systems and formulate better marketing strategies to attract customers to their banks.
Journal Article
Factors affecting service quality at Vietnamese retail banks
Sustainable growth and development can be the most important lesson that banks have learned in recent decades. Banks would gain many benefits, win the competition and develop sustainably if there have been more and more loyal customers. Customer satisfaction will help build customer loyalty. In order to have loyal customers, service quality must be good. Quality customer service of the bank is to ensure customer satisfaction and take their needs into consideration to improve service quality. High customer service quality will generate value not only to meet customer needs but also the expectations of customers and make banks more prominent than their competitors. This study identifies factors that affect customer satisfaction with the service quality at Vietnamese retail banks. The results are obtained by qualitative and quantitative method. The research model with a questionnaire consisting of 22 variables, 5 scales for a survey of 554 customers, is identified and developed through interviews with experts and group discussions. The findings show that customer satisfaction with the service quality at retail banks is influenced by “reliability”, “responsiveness”, “empathy”, “security”, and “tangibles”. Based on the findings, solutions for improving service quality are proposed for Vietnamese retail banks.
Journal Article
Service quality, satisfaction, trust, and loyalty: the moderating role of main-bank and wealth status
Purpose
The purpose of this paper is to develop a comprehensive model representing the relationships among service quality, customer satisfaction, trust and loyalty in a retail banking service. Because many banks now emphasize acquiring more high-wealth and main-bank customers, this study also focuses on investigating the moderating roles of main-bank and wealth status on such relationships.
Design/methodology/approach
This study applies a hierarchical model to measure service quality in line with recent advances in the general-marketing and consumer-behavior literature. A total of 400 valid samples were obtained from customers of a large commercial bank in Thailand. Data were analyzed using partial least squares structural equation modeling and multigroup analysis.
Findings
Customer-perceived service quality directly and indirectly affects, via satisfaction and trust, attitudinal and behavioral loyalty. Service quality affects customer loyalty less if the customer holds main-bank status. It affects behavioral loyalty less for high-wealth customers than regular customers; however, its impacts on attitudinal loyalty are identical. Main-bank and wealth status have a co-moderating impact on the relationship between service quality and customer loyalty.
Research limitations/implications
This study was conducted on a cross-sectional basis; further, longitudinal analysis could help to assess causality and time-dependent effects among variables.
Practical implications
The present study reconceptualizes the loyalty model, forging a deeper understanding of the moderating effects of main-bank and wealth status and thus helping banks to formulate better strategies to win customer loyalty.
Originality/value
This study aims to contribute to further discussions regarding the direct and indirect effects of service quality on loyalty to help banks formulate effective strategies for acquiring main-bank and high-wealth customers.
Journal Article