International Journal of Bank Marketing: Volume 33 Issue 3

Spatial analysis of the distribution and determinants of bank branch presence in Ghana

David Ansong, Gina Chowa, Bernice Korkor Adjabeng

Expanding access to financial services for the 70 percent of Ghanaians who are unbanked is critical. Bank branches have been the primary channel for financial service delivery…

Selection of appropriate electronic banking channel alternative: Critical analysis using analytical hierarchy process

Vaibhav Mishra, Vrijendra Singh

The purpose of this paper is to examine the important criteria responsible for the adoption of different electronic banking channel (EBC) alternatives in Indian perspective. It…

Customers’ emotional reactions in the banking industry

Veljko Marinkovic, Vladimir Obradovic

The purpose of this paper is to identify antecedents and consequences of customers’ emotional reactions in the banking industry. In this context, a model based on segmenting all…

Modelling roles of commitment on rapport and satisfaction

Johra Kayeser Fatima, Mohammed Abdur Razzaque, Rita Di Mascio

The purpose of this paper is to explore the effect of calculative, affective and normative commitment on bank employee-customer rapport and customer satisfaction. The mediating…

The impact of insurance coverage on consumer utilization of health services: An exploratory study

Genevieve Elizabeth O'Connor

The purpose of this paper is to identify how need for service, enabling factors and pre-disposing characteristics influences access to service. In addition, the authors seek to…

The profile of unethical insurance customers: a European perspective

Ali Dehghanpour, Zeinab Rezvani

Although perceived as a wrong act, insurance fraud is a prevalent phenomenon. The purpose of this paper is to understand the psychological factors that lead to reporting an…

Serving the poor: captive market CSR and repurchase intention

Saju Jose, Nilesh Khare, F. Robert Buchanan

The purpose of this paper is to examine whether corporate social responsibility (CSR) activities of the firm affect poor captive consumers’ repurchase intentions, and whether or…

An evaluation of an integrated perspective of perceived service quality for retail banking services in India

Sanjiv Mittal, Rajat Gera, Dharminder Kumar Batra

The purpose of this paper is to extract and validate the dimensions of service quality in retail banking services in India by adopting an integrated and hierarchical perspective…

Customer satisfaction and loyalty in the United Arab Emirates banking industry

Hameedah Sayani

The purpose of this paper is to identify the determinants of consumer loyalty in Islamic and conventional banks in the United Arab Emirates (UAE). The study has relevance and…

Examining intellectual capital and competitive advantage relationship: Role of innovation and organizational learning

Hardeep Chahal, Purnima Bakshi

The purpose of this paper is to investigate the impact of intellectual capital on competitive advantage in banking sector. Further, it also examines the role of innovation as a…

Editorial

Kent Eriksson, Hooman Estelami