Examining determinants of cross buying behaviour in retail banking

Tung, Brian; Carlson, Jamie

doi:10.1108/ijqrm-11-2012-0148

Cited by 19 publications

(17 citation statements)

References 53 publications

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“…The results of hypothesis 1 testing reveal that trust has a positive and significant effect on customer retention. The results of this study are in line with studies conducted by Liu dan Wu (2007), Ratih (2015), Tung and Carlson (2015), which declare that trust has a positive and significant effect on customer retention in the banking industry. This study is contrary to the survey conducted by Luhung and Kusumargiani (2015), which stated that trust has no significant effect on repeat purchases in the Islamic banking industry.…”

Section: Discussionsupporting

confidence: 91%

The Effect of Trust and Brand Image on Customer Retention with Customer Loyalty as Intervening Variables to Customers of Sharia Commercial Banks

Ricadonna

Saifullah²,

Prasetyoningrum³

2021

J. Keuang. dan Perbank.

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Sharia banking is currently facing a very competitive industry era. Customer retention is one of the phenomena confronted by Islamic banks in Indonesia. Therefore, the problem in this research is how to increase customer retention in the Islamic banking sector. This study also aims to test and analyze the effect of trust and brand image on customer retention with customer loyalty as an intervening variable. A total of 100 customer respondents who have saving accounts for more than five years at Sharia Bank filled out the questionnaire in this study. The collected data were processed using the Smart PLS program with measurements of the inner and outer model tests. The test results proved that trust, brand image, and customer loyalty positively and significantly affect customer retention in Islamic commercial banks. Meanwhile, indirect testing proved that the customer loyalty variable could mediate customer trust and retention variables. However, it is unable to mediate the brand image variables on customer retention.

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Section: Discussionsupporting

confidence: 91%

The Effect of Trust and Brand Image on Customer Retention with Customer Loyalty as Intervening Variables to Customers of Sharia Commercial Banks

Ricadonna

Saifullah²,

Prasetyoningrum³

2021

J. Keuang. dan Perbank.

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“…This is significant since customers offer WoM for a few chosen services and an understanding of WoM antecedents and mediators will benefit marketers (Wien and Olsen, 2012). Therefore, the finding that RCO leads to WoM and PV partially mediates the relationship between RCO and WoM will be a useful finding for the literature on CO. Further, the finding that RCO drives CB and PV partially mediates the relationship is also significant since there is a need to research on the drivers of CB especially in the case of banking services (Tung and Carlson, 2015). The findings suggest that when a customer-oriented firm keeps track of the value it is delivering to customers, it can induce WoM and CB by its customers.…”

Section: Discussionmentioning

confidence: 99%

Impact of customer orientation on word-of-mouth and cross-buying

Mukerjee

Shaikh

2019

MIP

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Purpose The purpose of this paper is to examine the direct impact of proactive customer orientation (PCO) and responsive customer orientation (RCO) on word-of-mouth (WoM) and cross-buying (CB). Further, this study tests the mediating role of perceived value (PV) in the relationship between customer orientation (CO) (PCO and RCO) and WoM as well as CB in the context of retail banking in an emerging market, India. Design/methodology/approach The authors used cross sectional survey research design to collect data from 443 customers of retail banks in India. The authors analyzed the data using IBM AMOS 23.0 taking structural equation modeling approach to test the hypothesized relationships. Findings The findings of the study suggest that PCO positively influences CB but there is no significant relationship between PCO and WoM. RCO positively influences WoM and CB. PV partially mediates the relationship between RCO and WoM as well as CB. PV does not mediate the relationship between PCO and WoM or the relationship between PCO and CB. Practical implications This study shows that managers need to focus on proactive as well as RCO. Further, managers need to adopt RCO in order to ensure cross-buying and promote WoM recommendations by customers. By practicing PCO managers can promote CB. Also, managers will be able to enhance CB and promote WoM recommendations if the value delivered by the bank is perceived to be adequate by customers. Originality/value This study contributes to current knowledge in retail banking by testing the relationship between CO and CB as well as WoM through data obtained from customers in an emerging economy. This study also tests the mediating role of PV for the above-mentioned relationships.

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“…Just a small fraction of these studies (e.g., Hong & Lee, 2012;Soureli et al, 2008) customer expansion and retention model (Kumar et al, 2008). These are the major factors reported in the literature as predictors of cross-buying behavior: perceived convenience, image conflict, commitment, trust, relationship satisfaction, and retention (Tung & Carlson, 2015). Verhoef et al (2002) stated that trust, satisfaction, and value predict cross-buying, whereas Ngobo (2004) reported that image and convenience predict cross-buying.…”

Section: Cross-buying Behaviormentioning

confidence: 99%

Banks CSR‐fit, customers' quality of life, and cross‐buying: A joint moderation model

Ogunmokun

Timur

Bayighomog

et al. 2021

Psychology and Marketing

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The purpose of the current study is first to investigate attitudinal loyalty as a mediator of the relationship between corporate social responsibility (CSR)-fit and cross-buying, before examining the interaction of CSR-fit, CSR support, and quality of life in predicting cross-buying through attitudinal loyalty. In total, 821 bank customers provided data for this study by filling online and in-person surveys. The results from data analysis reveal that customers' perceived CSR-fit relationship with cross-buying behavior is mediated by their attitudinal loyalty toward their bank.Moreover, the conditional process analysis indicated that while CSR support strengthened the relationship of CSR-fit and attitudinal loyalty, quality of life weakened this relationship. Specifically, in response to their banks' CSR-fit, respondents with high CSR support and perceived low quality of life were the most likely to be loyal and engage in cross-buying behaviors. The least, however, are those with low support and perceived high quality of life. This study enlightens our understanding of the intricate relationship between CSR-fit perceptions and loyalty attitudes and behaviors. It further proposes a complex model investigating the psychological contingencies of the relationship and its marketing implication in the financial sector.

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Examining determinants of cross buying behaviour in retail banking

Cited by 19 publications

References 53 publications

The Effect of Trust and Brand Image on Customer Retention with Customer Loyalty as Intervening Variables to Customers of Sharia Commercial Banks

The Effect of Trust and Brand Image on Customer Retention with Customer Loyalty as Intervening Variables to Customers of Sharia Commercial Banks

Impact of customer orientation on word-of-mouth and cross-buying

Banks CSR‐fit, customers' quality of life, and cross‐buying: A joint moderation model

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