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The purpose of this paper is to study the influential factors in changing customers’ behaviors from online banking to mobile banking based on Tiller and Tad model.

A quantitative method was used. This study is a practical research work by using 400 people, among whom 384 participants were selected based on simple random sampling.

The results indicated that the perceived advantage of using mobile banking, the influence of peer groups, source facilitator conditions as well as technology had the highest correlation. Among the influential components on attitude, the highest level belongs to perceived advantage of using mobile bank. Among the effective factors on behavioral control, source facilitator conditions and technology facilitator conditions had the highest correlation.

It is suggested that the provided services be expanded via mobile banking and more customers be encouraged to use mobile banking services. For instance, the transaction of currency, stock, etc. via mobile banking is suggested. It is recommended that mobile banking software should be designed in a way that the process of mobile banking services is very easy for customers. Bank staff and employees should be trained to be active promoters of mobile banking services not only inside branch locations, but in other places and work environments as informers, messengers and models of using mobile banking.

It is recommended that bank managers should make use of the mass media such TV, billboard, radio, press, etc., in order to increase public awareness of mobile banking, and try to take effective steps in creating positive attitude in their customers on using mobile banking.

Mobile banking has evolved as a wireless communication interface for producing value by customers in banking transactions. Todays, one of the substantially remarkable modern techniques in providing banking services is the provision of financial and banking services by using smart phones (mobiles). Although the life of using smart phones for banking and financial operations is not too long, significant advancements have been observed in this area within a short time, which could highly promise the extensive development of this modern electronic banking technique in future.

During the last decade, information technology has had tremendous impacts on banking industry through guiding and introducing new financial products with a specific delivering to its customers, enabling the banks to be able to provide distinguished products and special services to their customers safely and reliably. It is more than 200 years since banks have served their customers through their branch systems. However, with the emergence of various types of technology, the nature of providing financial services has greatly changed, with the increasing growth in electronic commerce.

Existing empirical evidence indicates internet banks worldwide have underperformed newly chartered traditional banks mainly because of their higher overhead costs. The purpose of this paper is to examine the impact of internet banking services on credit union activity.

The impact of internet banking services on credit union over the period 1999‐2006 was studied and regression equations were estimated for the growth in assets, operating expenses and return on assets as functions of portfolio characteristics, economic conditions and a dummy variable indicating if the credit union has adopted internet banking services.

The operating costs of credit unions providing web access were found to be significantly higher than those credit unions which do not have any web account offerings. There is increased growth in assets for the credit unions which have worldwide web accounts although this relationship is statistically significant in only three of the eight years studied. The return on assets show that the credit unions with web accounts have similar average profitability to those credit unions that do not provide the facility of internet access to their customers.

Consideration could be given to running the regressions with the number of years the web site has been in place instead of just a dummy variable and putting in common bond dummy variables. Some common bonds are so narrow it may not pay to have internet services.

Even though there are costs associated with providing internet services, the retention of profitability and the evidence of potentially higher asset growth rates suggest the importance of internet banking and the trend of internet banking adoption is expected to continue in the near future in the credit union industry.

This is a pioneering study on the effect of internet banking services on the costs, growth and profitability of Credit Unions in the USA.

Purpose: The advent of the fintech revolution has brought a tremendous increase in the dissemination of digital financial services. Although digital financial services increase financial inclusion through financial intermediation, it also increases the chances of systematic risk.

Need: In the quest to satisfy the curious minds, the authors have examined the influence of digital financial services on banking stability and efficiency.

Methodology: To achieve the above objectives, the authors have used the Auto-Regressive Distribution Lag (ARDL) estimation technique on the annual data set of India and the United States from 2004 to 2018. In addition, to estimate the long-run cointegration, the ARDL bound approach is also used.

Findings: The empirical analysis concludes that in the short run, the expansion of digital financial services in India in the form of internet-based transactions and mobile money transactions creates a negative and significant impact on banking efficiency and stability. Meaning, banking sector efficiency and stability fall by 0.09% and 0.05% with a 1% increase in digital financial services. However, in the long run, digital financial services enhance banking stability and efficiency in India. Besides, the study also reveals that in a developed country like the United States, both in the short run and long run, expansion of digital financial services helps in improving banking efficiency and stability. Furthermore, in context to control variables, the findings suggest that in the short run, industrial productivity has a negative influence on the Indian banking sector efficiency and stability, compared to the positive impact in the long run. This is unlike the United States, where both in the long-run and short-run, industrial productivity has a positive influence on the banking sector’s efficiency and stability.

Practical implication: The findings reveal several policy implications and suggest policy synergies between digital financial services, banking stability and efficiency.

Artificial intelligence (AI) is used by banking services primarily to automate systems; however, this ecosystem does not work in emerging markets because human intervention is needed, and there are concerns related to infrastructure. There is plenty of research on AI-mediated banking services, but the existing discussions are cumbersome, and studies on AI's service features in banking for emerging markets are limited. Furthermore, the ongoing discussions are centred on developed markets where automation in banking services is noteworthy and accepted. Through this paper, the authors emphasise the relevance of AI mediation in emerging markets and the possible role of strategising AI in banking services for personalised experiences.

The authors' article followed an exploratory, inductive approach through in-depth interviews and thematic analysis. In total, 36 financial experts were interviewed, and the relevant perspectives were analysed to develop the research process and framework for a personalised banking experience.

The authors' paper introduced five key themes and presented those themes accordingly. The first theme details the importance of AI-mediated banking and the skills necessary for operational capacity. The second theme is on the relevance of AI-mediated banking awareness amongst users. The third is about channelling the importance of AI-driven interfaces through managers and employees. Fourth, the authors emphasised the relevance of human intervention due to users' demographic patterns. The fifth theme led to a discussion on personalised AI-mediated banking services.

The authors recommend that managers understand the relevance of quality service amongst users. The authors' paper discusses the relevance of AI and human intervention in banking services; however, the process for seamless, personalised banking experiences is not provided. Thus, this paper encourages managers to build a banking ecosystem that delivers a seamless banking experience through AI.

The authors' paper highlights the importance of human intervention in AI-driven banking by introducing personalised service experience elements and highlighting the role of customer experience in AI-driven banking services in emerging markets.

The purpose of this paper is to investigate the criteria invoked by university students when choosing banking services, and determine whether male and female students rate the importance of the various criteria differently.

Data are gathered via a quantitative approach using a questionnaire, from 300 students of a public higher learning institution in the Federal Territory of Labuan, Malaysia. The students were all aged between 18 and 25 years old, and the data obtained are analysed using exploratory factor analysis and confirmatory factor analysis findings, prior to using Statistical Package for Social Sciences to conduct a multiple discriminant analysis.

The multiple discriminant analysis revealed that bank services, people influences, electronic services, and banking security significantly affect students’ decisions when choosing banking services, and that female students attach more importance to each of these factors than do their male counterparts.

Banks as financial service providers should provide less complex and more user-friendly banking systems and services that require minimal mental and physical effort for students, and should ensure their compatibility with students’ banking norms and lifestyles.

The identification of the most noteworthy criteria for choosing banking services, particularly accounting for gender differences among university students, provides information to banks that allows them to improve their standards of service, offer more attractive incentives and increase their visibility, thereby attracting and retaining customers.

The purpose of this paper is to analyse the determinants of internet banking use, paying special attention to the role of product involvement, perceived risk and trust.

The impact of trust, perceived risks, product involvement and TAM beliefs (ease of use and usefulness) on internet banking adoption is tested through structural equation modelling techniques. The sample consists of 511 Spanish internet banking services users and the data are collected through an internet survey. Risk is measured as a formative construct.

Data analysis shows that TAM beliefs and perceived risks (security, privacy, performance and social) have a direct influence on e‐banking adoption. Trust appears as a key variable that reduces perceived risk. Involvement plays an important role in increasing perceived ease of use.

This research provides banks with knowledge of what aspects to highlight in their communications strategies to increase their internet banking services adoption rates. The research findings show managers that web contents and design are key tools to increase internet banking services adoption. Practical recommendations to increase web usefulness and trust, and guidelines to reduce perceived risk dimensions are also provided.

Despite the importance of trust issues and risk perceptions for internet banking adoption, only limited work has been done to identify trust and risk dimensions in an online banking context. We have evaluated the impact of each risk dimension instead of treating risk as a whole. Furthermore, risk has been measured as a formative construct because there is no reason to expect that risk dimensions in online financial services are correlated.

The banking industry is definitely among the service industries that have been thoroughly transformed during the past decades. The direction of development has been toward more efficient mass services enabled by information and communication technologies (ICT). The purpose of this paper is to focus on analysing the changes in banking services, particularly the mass services offered through service factories. The aim is to review the previous literature on efficient production of banking services, and particularly analyse the effects of service factories in this area.

The theoretical focus of the paper reviews the frameworks and models for service positioning and efficiency for recognising the typical banking services used in the analyses. The Service Process Matrix is analysed for its components and implications for recognising efficient service processes for different types of services.

The findings show that the Service Process Matrix provides a tool for categorising different services for their efficiency in the case industry analysed. The matrix is adapted to better reflect the changes in banking services.

The quest for service efficiency is of importance, both in public services and service businesses alike. Several tools and models have been proposed to analyse the most appropriate way to produce services of different types. This paper analyses this area and provides insights for managers in how to position different service types for best customer value and efficient service processes. The paper also provides insights for service researchers looking for frameworks to categorise different service types.

This study aims to provide an overview of bank marketing through a retrospection of the International Journal of Bank Marketing (IJBM), the leading journal for bank marketing.

This study conducts a bibliometric analysis to analyze the performance and intellectual structure of bank marketing literature curated through IJBM between 1983 and 2020.

This study sheds light on the growing influence and impact of IJBM on the field of bank marketing through six major clusters (themes): relationship marketing and service quality in banking and financial services, consumer behavior in banking and financial services, customer satisfaction and loyalty in banking and financial services, electronic or online banking and financial services, Islamic banking and financial services, and service failure and recovery in banking and financial services.

Though this study offers a state-of-the-art overview of bank marketing through the lens of IJBM, the insights remain limited to the accuracy and availability of bibliographic data of the journals from Scopus.

To the best of the authors' knowledge, this study represents the first objective assessment of bank marketing and IJBM. Thus, this study should be useful to past and prospective authors, editorial board members, editors, readers and reviewers to gain a one-stop understanding about bank marketing through the contributions of IJBM.

An updated version of the original (1985) text, the book covers all aspects of marketing and selling bank services: the role of marketing; behaviour of customers; intelligence, planning and organisation; product decisions; promotion decisions; place decisions; price decisions; achieving sales. Application questions help to focus the readers' minds on key issues affecting practice.

The purpose of this paper is to examine the quality of the banking services in a rather neglected context, i.e. quality of banking services that target the student population. The goals were: to highlight the importance of student population as in the long run profitable market for personal banking services, to determine whether there are significant differences between student perceptions of and expectations from the quality of banking services as well as which dimensions students find to be the most significant and which the least significant in assessing the quality of banking services.

A summary of the theoretical framework is followed by the results of a research using the SERVQUAL instrument.

Despite a steady increase in the number of students over the past few years, bank managers have not yet realized their full potential. The results point to a gap in the quality of the banking services on all five dimensions of the SERVQUAL model. It is necessary to improve the banking service on all dimensions, and particularly with regard to “reliability,” “assurance” and “responsiveness,” in which the gap was observed to be the largest.

The research used a convenient sample. Therefore, it is impossible to generalize research findings based on the data processed, but only point to their being indicative.

Banks should by no means neglect the student population that possesses information knowledge, essential for the use of modern banking services. Bank managers should pay more attention to the needs of this growing segment of potential highly profitable customers.

The necessity to provide a more flexible response to the needs and requirements of students as a target market segment is discussed, along with potential importance of this segment for banks’ future business operations.