In this study, the EUCS model has been used for measuring online banking user satisfaction in the local banking sector. The authors focused on Italian co-operative banks. The study involved the submission of a questionnaire to a sample of 600 retail consumers of small-sized co-operative banks. The model was tested with SEM techniques. The findings reinforce EUCS theory for internet banking satisfaction with large sample size, and provide evidence about the psychometric stability of the EUCS tool for measuring online banking user satisfaction in the local banking setting. The study will be useful to policy makers and banks to better understand why internet banking is not the favoured channel for service delivery in Italy and which are the main factors able to increase the acceptance of the online banking channel.

Purpose External and internal pressures are undermining the traditional bond between less significant financial institutions (LSFIs) and their local markets. The purpose of this paper is to investigate the impacts of service quality (SQ), motivation, satisfaction, and perceived value on customers’ behavioral intentions (BI) in LSFIs. Design/methodology/approach A conceptual framework of the relationship, either direct or indirect, between SQ, basic motivational determinants in consumers’ bank selection, satisfaction, and repurchase intentions of the customers is developed. The framework is tested with data from a sample of 600 customers of LSFIs in Italy. The hypotheses were tested with structural equation modeling techniques. Findings Consumers’ decision-making process is a complex path and a more holistic view of its determinants should be considered to face those weaknesses that negatively affect a balanced management of LSFIs in the future. Research limitations/implications The study is focused on a specific context, the Italian LSFIs’ sector, and the results from other countries or other banking sectors should be added before a generalization of the findings can be made. Practical implications The findings will be useful to policy makers and banks to improve strategies for enhancing customer satisfaction and purchase intentions in LSFIs. Adopting a simultaneous, holistic, and multivariate approach can also help LSFIs to better understand the main factors which are able to increase consumers’ purchase intentions. Originality/value This is the first study to examine customers’ BI in LSFIs even if they represent about 96 percent of the European banking industry.

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This paper examines the structure and the main characteristics of the Chinese banking industry. In particular, the paper analyses the problematic aspects of credit relations of small and medium enterprises (SMEs). The SMEs are facing several problems in accessing the bank loans market, dominated by the political and contractual weight of state-owned enterprises. However, some recent reforms have improved the situation, a fundamental condition for additional positive results. Nevertheless, further and more pervasive modernization efforts are needed to consolidate these results and to develop the relationships between banks and SMEs.

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