This descriptive study was conducted to develop an understanding of consumers' attitudes and adoption of Internet banking among sophisticated consumers. Based on a random sample of academicians, demographic, attitudinal, and behavioral characteristics of Internet banking (IB) users and non‐users were examined. The analyses revealed significant differences between the demographic profiles and attitudes of users and non‐users. IB users were further investigated, and three sub‐segments were defined according to a set of bank selection criteria. Finally, based on the similarities between various Web‐based bank services, four homogeneous categories of services were defined.

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This study suggests a new approach to the exploratory and evaluative research of service‐quality dimensions by employing correspondence analysis (CA). Although several studies have investigated the service quality of service providers using descriptive measures and statistical tests, this study presents a graphical interpretation of SERVQUAL data to aid managerial decision‐making in the tourism industry. This paper also examines the expectations and perceptions of two distinct groups by determining the differences between German and Russian tourists’ evaluations of service‐quality dimensions in tour operators. The study concludes that CA can be used effectively in evaluating the service‐quality and displaying the differences in the expectations/perceptions of distinct consumer groups. Managerial implications for travel administrators are discussed. Tour operators should consider cultural differences in service‐quality evaluations.

PurposeThis research study aims to examine the practicality and application of a customer‐based brand equity model, based on Aaker's well‐known conceptual framework of brand equity.Design/methodology/approachThe study employed structural equation modelling to investigate the causal relationships between the dimensions of brand equity and brand equity itself. It specifically measured the way in which consumers’ perceptions of the dimensions of brand equity affected the overall brand equity evaluations. Data were collected from a sample of university students in Turkey.FindingsThe study concludes that brand loyalty is the most influential dimension of brand equity. Weak support is found for the brand awareness and perceived quality dimensions.Research limitations/implicationsWhile it is acknowledged that student samples are normally an unreliable basis for conclusions and predictions to be applied to consumers in general, it is considered that they were an appropriate group for this study, given that the subject was beverages.Practical implicationsImplications for brand managers and marketing planners are discussed. Marketing managers should consider the relative importance of brand equity dimensions in their overall brand equity evaluations.Originality/valueBranding plays an important role in contemporary marketing, and is the focus of much literature, both academic and professional. This study contributes to the body of knowledge.

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