Omnichannel retailing with brand engagement, trust and loyalty in banking: the moderating role of personal innovativeness

Xuan, Quynh Tran; Hanh, Truong Thi Hieu; Quang, Tri Vo

doi:10.1108/ijbm-07-2022-0292

Cited by 13 publications

(4 citation statements)

References 116 publications

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“…Hidayat and Idrus (2023) state that when customers perceive service engagement as being fair and supportive of their needs and expectations, trust in their bank is stimulated. As such, customers' future intent to remain in a relationship with their bank is strengthened (Tran Xuan et al, 2023). Consequently, Farooq and Moon (2020) and Kwong et al (2023) confirmed the mediating role of trust in a B2C environment in multiple settings.…”

Section: The Mediating Role Of Trustmentioning

confidence: 93%

Do you want my loyalty? Then understand what drives my trust – a conventional and Islamic banking perspective

Roberts-Lombard,

Petzer

2024

IMEFM

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Purpose The purpose of this research is to develop an enhanced understanding of the drivers of trust and loyalty in a conventional and Islamic banking setting. Design/methodology/approach The study’s sample included South African retail bank customers who had Islamic or conventional products and who were 18 years or older. A field services company collected data from respondents through the distribution of self-administered questionnaires and a total of 949 questionnaires were deemed suitable for data analysis. SmartPLS 3.2.7 and Hayes Process Macro for SPSS tested the study’s hypotheses. Findings Comparing conventional banking customers with Islamic banking customers, the path from trust to customer loyalty was statistically significantly different across customer type, while the paths between trust and customer orientation, information sharing, and service fairness were not statistically significantly different across customer type. A closer examination of the path coefficients reveals that the relationship between trust and loyalty is stronger for conventional banking customers than for Islamic banking customers. Practical implications The findings of the study guide both conventional and Islamic banks in South Africa on how banks should redesign their purpose as the providers of financial resources to their customer segments. It highlights the need for these banks to secure a more focused approach on how to deliver financial resources and consulting services to customers in a trusting, engaging and reliable manner. Originality/value The study provides insight into Islamic and retail bank customers’ perceptions of the drivers of trust and loyalty and how these constructs’ interrelationships differ between Islamic and conventional banking customers.

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Section: The Mediating Role Of Trustmentioning

confidence: 93%

Do you want my loyalty? Then understand what drives my trust – a conventional and Islamic banking perspective

Roberts-Lombard,

Petzer

2024

IMEFM

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“…Aligning with digital touchpoints and transformation, Tran Xuan et al. (2023) conducted a study in the context of omnichannel banking.…”

Section: Literature Reviewmentioning

confidence: 99%

High street banking on the app: branding strategies of traditionally-driven neobanks

Mogaji,

Nguyen

2024

IJBM

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PurposeSeveral high street retail banks are extending their brands into digital banking through fully digital, app-only neobanks, which have been described as traditionally-driven neobanks (TDNBs). These TDNBs are considered a form of brand extension, representing the increased complexity of branding banks and financial institutions. This study explicitly addresses the branding strategies employed by TDNBs.Design/methodology/approachThis study has adopted a case study research design, using a multi-stage data collection strategy. Initially, interviews were conducted with bank managers, followed by interviews with customers. Later, user-generated content was extracted through verified reviews from the app store. Subsequently, these three strands of data were thematically analysed and triangulated, in order to gain a holistic understanding of the branding strategies used by TDNBs.FindingsThree key themes emerged regarding the branding strategies of the TDNBs: aligning with the parent brand, reinforcing the digital experience, and enhancing the brand image.Research limitations/implicationsThis study contributed to the growing body of research on marketing, branding, and digital transformation of bank services. As more traditional banks are exploring opportunities to pivot and explore other fintech options, this study offers significant insights that will help in managing brand experience and promotion across customer journeys in the banking sector.Practical implicationsThis study contributes to the growing body of research on marketing, branding, and digital transformation of bank services. Even as more traditional banks explore opportunities to pivot as well as other fintech options, this study offers significant insights to help manage brand experience and promotion across customer journeys in the banking sector.Originality/valueWhile previous studies on banking and financial services have concentrated on traditional retail and high street banks, there is a need for a greater understanding of the brand positioning of digital banks, especially those created by traditional banks.

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“…According to prior research, customer engagement is crucial to creating long-lasting relationships between businesses and their clients. Creating "deeper and more meaningful connections between businesses and their customers" is how customer engagement is defined (Tran Xuan et al, 2023). Previous studies have acknowledged the crucial part that consumer engagement plays in development.…”

Section: Customer Engagementmentioning

confidence: 99%

Customer Engagement: Is It Important to Housing Purchase Intention?

Perwira,

Masnita,

Kurniawati

et al. 2024

mem

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Social media platforms have added new ways to get information that can influence the purchase intent, including housing purchasing. Since there is a paucity of research that investigates the relationship between consumers' access to social media and their intention to purchase a house, the aim of this study is to determine whether social media activities as marketing tools influence the intent of people in house purchasing, especially when comes to customer engagement. The results of this study are expected to give marketing managers of real estate companies different ideas about how to run each of the official social media platforms to get people to buy the houses. The data collection process involved the participation of 284 individuals who completed online questionnaires. The collected data was subsequently analyzed using statistical software packages such as SPSS and AMOS to derive meaningful findings. This study found that SMMA activities positively influence brand trust, as well as Brand Trust and Purchase Intention, but the primary focus of this research is to investigate the impact of these variables on house purchase intention, with a particular emphasis on the role of customer engagement.

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Omnichannel retailing with brand engagement, trust and loyalty in banking: the moderating role of personal innovativeness

Cited by 13 publications

References 116 publications

Do you want my loyalty? Then understand what drives my trust – a conventional and Islamic banking perspective

Do you want my loyalty? Then understand what drives my trust – a conventional and Islamic banking perspective

High street banking on the app: branding strategies of traditionally-driven neobanks

Customer Engagement: Is It Important to Housing Purchase Intention?

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