An exposition of consumer behaviour in the financial services industry

Beckett, Antony; Hewer, Paul; Howcroft, Barry

doi:10.1108/02652320010315325

Cited by 180 publications

(181 citation statements)

References 22 publications

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“…This is in line with earlier research, which states that consumer demographic characteristics like age, education and occupation play an important role in adoption of online fi nancial services. 14,17,45,80,81,85,86 Thus, consumers ' use and acceptance of online banking would be affected by demographic factors, 14,87 and consumers more accustomed to using computer may be comfortable with online banking services. As the younger consumer is more confi dent with technology, their acceptance of technology in fi nancial transactions would differ from the older consumer groups.…”

Section: Findings and Discussionmentioning

confidence: 99%

Role of consumer personality in determining preference for online banking in India

Khare¹,

Khare²,

Singh³

2010

J Database Mark Cust Strategy Manag

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Arpita Khareis currently Associate Professor in LDC Institute of Technical Studies, Allahabad, India. She has an MBA degree in Marketing and DPhil in International Management from the University of Allahabad. Her research interests span over consumer behaviour, retailing, services marketing and supply chain management. She has authored quite a few research papers in international and national journals. Anshuman Khareis a Professor in Operations Management at Athabasca University, Canada. He has published on a wide range of topics including JIT; Supply Chain Management; Sustainable Development related to public policies, regulations and strategic developments due to climate change regulations and initiatives; ecopreneurship; sustainable cities; and Impact of environmental / climate change regulations on technology, innovation and corporate strategy. Shveta Singh

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Section: Findings and Discussionmentioning

confidence: 99%

Role of consumer personality in determining preference for online banking in India

Khare¹,

Khare²,

Singh³

2010

J Database Mark Cust Strategy Manag

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“…Providing savings and investment services is an important part of banks' product mix (Minhas and Jacobs, 1996;Ülegin, 1998;Beckett et al, 2000;Lee, 2002). In addition, investment services have been identified as high involvement products (Aldlaigan and Buttle, 2001), and thus, it is relevant to examine this dimension in the study.…”

Section: Methodsmentioning

confidence: 99%

Consumer perceptions of Internet banking in Finland: The moderating role of familiarity

Mäenpää¹,

Kalé

Kuusela³

et al. 2008

Journal of Retailing and Consumer Services

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Abstract:Purpose -This article examines the role of expertise -measured in terms of use frequency and length of use -in moderating consumer perceptions of dimensions of internet bank services. Design/methodology/approach -A survey of three hundred respondents investigated differences in perceptions of the proposed service dimensions. Findings -The results reveal that consumers' perceptions differed in four of seven dimensions of internet bank services when examined along the criterion of expertise. The most interesting result is that security is not a concern for any of the user groups. Also, an interesting finding is that the dimensions of status, personal finances and investment proved to be U-shaped. Practical implications -The findings of this research provide several ideas for marketing of internet banking (IB) and for developing IB websites. For example, appeals of status and ego-gratification in advertising can be used to attract new consumers to IB. Also, designing auxiliary features or tools for personal finance management into banks' websites would prove to be sound investment. This research suggests that expertise has correlates in demographics as well as in perceptions of service dimensions. Thus, it may be possible to apply expertise for segmenting markets along demographic criteria and then to offer appropriate mix of services for each segment. Originality/value -This study contributes to extensive literature of expertise by examining the effect of expertise on perceptions of internet bank services and analysing the managerial application possibilities.2

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“…By applying the concepts drawn upon in the present study, we may then try their relevance as a means to describe the actual relationship and in this way confi rm or reject the attempt of claiming a more general theoretical contribution made in this study. Such a research design may benefi t from considering the fi ndings of Beckett et al , 19 which purchasing behaviour depends on the type of fi nancial service purchased, and that delivery channels are important for the purchase behaviour. The interaction may also depend on the factors found by Beckett et al 19 Two future research areas are obvious:…”

Section: Future Researchmentioning

confidence: 99%

“…The methodology thus provides an alternative and a complement to methods that fi rst derive theoretically motivated ideal types and then study the empirical material. 19 This study contributes by studying the applicability and usefulness of RM to fi nancial services research, and it contributes to RM research in three main ways. First, it contributes towards an increased understanding of the microfoundations of RM by focusing on the intersubjective aspect of relationships.…”

Section: Original Articlementioning

confidence: 99%

“…Critics of the relationship concept in RM, regarding the lack of concern for whether the customers are willing participants in a relationship or not, point out a need for research where the relational aspect of RM is focused. 22,19,28,29 Consequently, there is a need to distinguish between a punctual and a relational perspective. 30 -32 The punctual perspective has its roots in the Platonic / Cartesian tradition of studying isolated entities and cause and effect and thus regards consciousness as something individual that receives knowledge in a passive manner.…”

Section: Towards An Intersubjective Understanding Of a Relationshipmentioning

confidence: 99%

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Customers’ ways of making sense of a financial service relationship through intersubjective mirroring of others

Eriksson

Söderberg

2010

J Financ Serv Mark

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Kent Erikssonis a professor, chair in applied business studies and is the director of research at the Centre for Banking and Finance (CEFIN) at Royal Institute of Technology. He is an advisor to several doctoral students within the multidisciplinary research environment of CEFIN and has written several books and published articles internationally in the fi eld of retail banking. He has published in the Strategic Management Journal , the Journal of International Business Studies , Journal of Business Research , Industrial Marketing Management among others. Inga-Lill S ö derbergis a doctoral candidate at the Centre for Banking and Finance at Royal Institute of Technology. Her thesis focuses on the ways customers and service providers create new routines to handle the uncertainties entailed in the intersubjectivity of business interactions at bank branches.ABSTRACT The importance of relationships between buyer and sellers in marketing research is well established. This study contributes to relationship marketing (RM) research as it examines the microfoundations of fi nancial service buyer and seller relationships. The study uses intersubjective theory and a qualitative method with the purpose of conceptualising the qualitatively different ways customers experience faceto-face interactions with a service provider. An empirical study is conducted to determine, based on the customer ' s own words, what is experienced in the interaction between the customer and the provider. Findings from the empirical material show that not all personal interactions between customers and a service provider, in this case a bank, can be labelled as relationships. Instead, what customers do perceive as a relationship is an encounter where the interaction entails symmetry in the way the customer and the provider mirror each other. When customers receive a treatment in opposition to an expectation of intersubjectivity, they will not refer to the situation as a relationship and, subsequently, according to the underlying assumptions of RM, do not willingly engage in further business with the provider.

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An exposition of consumer behaviour in the financial services industry

Cited by 180 publications

References 22 publications

Role of consumer personality in determining preference for online banking in India

Role of consumer personality in determining preference for online banking in India

Consumer perceptions of Internet banking in Finland: The moderating role of familiarity

Customers’ ways of making sense of a financial service relationship through intersubjective mirroring of others

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