International Journal of Bank Marketing: Volume 29 Issue 2

New insights into consumer confidence in financial services

Adèle Gritten

A paradigm shift in consumer confidence has taken place with the worst recession on record forcing people to evaluate their personal and household finances. This paper seeks to…

Measuring the financial capability of investors: A case of the customers of mutual funds in Finland

Antti Pellinen, Kari Törmäkangas, Outi Uusitalo, Anu Raijas

The purpose of this paper is to provide further understanding of the financial capability of mutual fund investors, and compare internet and branch office investors. It seeks to…

Financial services and consumer protection after the crisis

Folarin Akinbami

The purpose of this paper is to examine the approaches to consumer protection in UK financial services before and after the global financial crisis.

Understanding the consumption process through in‐branch and e‐mortgage service channels: A first‐time buyer perspective

Jane Coughlan, Robert D. Macredie, Nayna Patel

The twin aims of this paper are to explore the differences in the consumption process between the traditional in‐branch and web‐based (e‐mortgage) service channels and how the…

Generic technology‐based service quality dimensions in banking: Impact on customer satisfaction and loyalty

Shirshendu Ganguli, Sanjit Kumar Roy

This paper aims to identify the generic service quality dimensions of technology‐based banking and to examine the effect of these dimensions on customer satisfaction and customer…

Banking without the banks

Steve Worthington, Peter Welch

The financial crisis and the subsequent distrust of the existing banks have created an opportunity for new competitors to enter the market for financial services. Organisations…

Consumer confidence in financial services after the crunch: new theories and insights

Sally McKechnie

Special issue on Social issues in banking

Special issue on relationship marketing strategies of Indian banks in the wake of the global economic slowdown