Bank selection and share of wallet among SMEs: Apparent differences between Hong Kong and Australia

Lam, Regan; Burton, Suzan

doi:10.1057/palgrave.fsm.4770154

Cited by 26 publications

(42 citation statements)

References 10 publications

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“…In a study conducted by Edris and Almahmeed (1997), efficiency of personnel, friendliness of staff as well as staff knowledge of the firms' business were among the highest ranking staff determinants of bank selection by business customers in Kuwait. Similar findings were also reported in the studies of Akdag andZineldin (2011), Safakli (2007), Lam and Burton (2005), as well as Almossawi (2001). Thus, the current study argues that banks that provide a pool of professional staff capable of understanding the business market of the SMEs would become attractive partners.…”

Section: Staff Attitudesupporting

confidence: 89%

“…In a recent study conducted by Dalziel et al (2011), it was discovered that interest rates and bank charges were the most commonly cited reason for customers' commitment to their financial service providers and that they would not stay with their current service provider if they could get a better deal elsewhere. On the contrary, other studies (Lam and Burton, 2005;Akdag and Zineldin, 2011) found out that price was not considered as a significant factor in bank selection for the SME customer. For SMEs in developing countries such as Ghana, where alternative sources of funding outside the banks are often scarce or unavailable, it appears the availability of the funding rather than the cost of the fund could be a major driver of bank selection.…”

Section: Competitive Prices Of Products and Servicesmentioning

confidence: 88%

“…Hence a bank with inferior service quality is unlikely to attract customers (Ennew and Binks, 1996). Lam and Burton (2005) identified perceived service quality as a major selection criterion by SMEs in Hong Kong. Others have also found service quality to be an important determinant of building bank loyalty (Hinson et al, 2011).…”

Section: Sme Bank Selection Criteriamentioning

confidence: 99%

“…As a result of the critical role SMEs play in economic development, they have been the focus of a plethora of research in the areas of financing (Carey and Flynn, 2005;Hussain et al, 2006;Berger and Udell, 2006), bank loyalty (Lam and Burton, 2005), innovative marketing (O'Dwyer et al, 2009) and general management (Al-Madhoun and Analoui, 2003). Most of these studies have concluded that the major challenge facing SME growth is lack of access to finance, with bank finance identified as the major potential source of external finance for SME business growth (Norton, 2003).…”

Section: Introductionmentioning

confidence: 99%

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SME bank selection and patronage behaviour in the Ghanaian banking industry

Narteh

2013

Management Research Review

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If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -The paper aims to investigate small and medium-scale enterprises (SMEs) bank selection and patronage behaviour in the Ghanaian banking sector. Design/methodology/approach -A detailed literature review was used to identify five determinants of bank selection and other patronage factors which were used to survey 503 SMEs randomly selected from the data base of the National Board for Small Scale Industries in Ghana. Exploratory factor analysis, multiple regression and correlation analysis were used for the data analysis. Findings -The study found price competitiveness, credit availability, perceived service quality, staff attributes and bank attributes as determinants of SME bank selection. In addition, loans and overdrafts, cash collection, transfers, bank guarantees, advisory services and training were among the core services patronized by the SMEs. Practical implications -The study highlights the importance of factors considered important to the SME bank selection and patronage behaviour. It thus provides practical leverage to banks on how to attract, serve and retain SMEs in Ghana. Originality/value -The study is the first of its kind that investigated both bank selection and patronage behaviour at the same time and provides important insight for banks on how to attract, satisfy and manage SMEs. It also makes a major contribution to the literature on SME banking behaviour especially in a sub-Saharan Africa and responds to the recent call for more studies on SME practices in emerging economies.

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Section: Staff Attitudesupporting

confidence: 89%

Section: Competitive Prices Of Products and Servicesmentioning

confidence: 88%

Section: Sme Bank Selection Criteriamentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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SME bank selection and patronage behaviour in the Ghanaian banking industry

Narteh

2013

Management Research Review

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“…GuanXi is the cooperative activities in business networks that are based on personal relationships (Cheng et al, 2011). Although the concept of GuanXi was originally used to describe personal business relationships in China, it is now found by researchers that such relationships are also found in SMEs and in Malaysian firms (Lam and Burton, 2005;Chang and Lii, 2005;Sim and Rajendran Pandian, 2007). Therefore when adopting e-collaborations, trust is one of the most important consideration for SMEs decision makers.…”

Section: Adoptionmentioning

confidence: 97%

An empirical investigation of factors affecting e-collaboration diffusion in SMEs

Chan

Chong

Zhou

2012

International Journal of Production Economics

159

106

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Rapid Internationalization Emerging Markets Multinationals from Latin America: The Case of the AJE Group

Duque-Ruiz

Zuluaga

González-Pérez

2018

Contributions to Management Science

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Bank selection and share of wallet among SMEs: Apparent differences between Hong Kong and Australia

Cited by 26 publications

References 10 publications

SME bank selection and patronage behaviour in the Ghanaian banking industry

SME bank selection and patronage behaviour in the Ghanaian banking industry

An empirical investigation of factors affecting e-collaboration diffusion in SMEs

Rapid Internationalization Emerging Markets Multinationals from Latin America: The Case of the AJE Group

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