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Article
Publication date: 6 March 2019

Souheila Kaabachi, Selima Ben Mrad and Bay O’Leary

The purpose of this paper is to explore how variables like propensity to trust, website usability, social influence, customer awareness about internet-only banks (IOBs) and…

1388

Abstract

Purpose

The purpose of this paper is to explore how variables like propensity to trust, website usability, social influence, customer awareness about internet-only banks (IOBs) and perceived compatibility influence customers’ initial trust formation toward IOBs’ acceptance. The model is based on the technology acceptance model, diffusion of innovation theory and theory of reasoned action.

Design/methodology/approach

A non-probability convenience sample of 239 IOBs’ potential adopters from France was used to test the structural equation model between initial trust antecedents and IOB’s usage intention.

Findings

Findings confirm the important role of trust in initiating customers’ relationship with IOBs and show that social influence, compatibility and website usability contribute the most to IOB’s initial trust formation. Indeed, it has been found that the level of consumer information about IOBs and propensity to trust have a moderate impact on consumer’s initial trust. Results revealed that there is a general lack of consumer’s awareness about IOB’s services features.

Practical implications

To promote the trustworthiness of their sites and services to potential consumers, IOBs should enhance WOM by using social network applications. IOBs need to develop marketing communication campaigns in which they can educate potential customers about IOB’s features. In addition, IOBs should demonstrate to their customers that IOBs’ banking system is consistent with their current lifestyle. IOBs are encouraged to develop a favorable impression by investing heavily on their website usability and information design.

Originality/value

This study contributes significantly to the marketing research literature related to consumer trust and electronic banking literature. Indeed, only a few marketing studies have been conducted about IOBs. The results show the role played by initial trust formation in the case of IOBs. In addition, it points out the importance of five trust cues: individual cues, knowledge cues, institutional cues, cognitive cues and social cues (social influence).

Details

International Journal of Bank Marketing, vol. 37 no. 2
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 16 March 2015

Louise Ritchie, Pauline Banks, Michael Danson, Debbie Tolson and Fiona Borrowman

Recent changes affecting state pension age, and earlier diagnosis, will result in more people with dementia in employment. The purpose of this paper is to establish the nature of…

Abstract

Purpose

Recent changes affecting state pension age, and earlier diagnosis, will result in more people with dementia in employment. The purpose of this paper is to establish the nature of support that would enable/enables people with dementia or mild cognitive impairment to continue employment post diagnosis.

Design/methodology/approach

An integrative review was carried out supported by information derived from a thematic analysis of data from interviews with seven relatives supporting a younger person with dementia and one person with dementia.

Findings

Six papers were identified for inclusion in the review. Findings from the published papers and interviews indicated that work is a significant issue for people with dementia highlighting problems with job retention, work performance and the impact of diagnosis.

Research limitations/implications

The review highlighted a dearth of high-quality research in the area. Although employment was not the main focus of the interviews, the extracts highlight some of the challenges that face people who develop dementia while of working age, their families, and employers.

Practical implications

Vocational rehabilitation is primarily carried out by allied health professionals; however, there is a lack of research evidence relating to people with dementia in the workplace. Further research is needed in order to inform future practice.

Social implications

Loss of employment deprives families of financial security and employers of a skilled employee.

Originality/value

This is the first review to focus on dementia in employment, providing a starting point on which to base future research in this area.

Details

Journal of Public Mental Health, vol. 14 no. 1
Type: Research Article
ISSN: 1746-5729

Keywords

Article
Publication date: 6 February 2017

Pauline W.J. van Esterik-Plasmeijer and W. Fred van Raaij

The purpose of this paper is to test a model of banking system trust as an antecedent of bank trust and bank loyalty. Six determinants of trust and loyalty are included…

7377

Abstract

Purpose

The purpose of this paper is to test a model of banking system trust as an antecedent of bank trust and bank loyalty. Six determinants of trust and loyalty are included: competence, stability, integrity, customer orientation, transparency, and value congruence. The study provides insights which determinants are crucial for explaining bank trust and bank loyalty, and thus for rebuilding trust and loyalty.

Design/methodology/approach

Survey among 1,079 respondents of 18 years and older in The Netherlands on person trust, system trust, bank trust, and their scores on determinants of trust and loyalty. Structural equations modeling (AMOS) has been performed to provide insights into the relationships between concepts such as person trust, system trust, bank trust, and bank loyalty. The importance of determinants to explain bank trust and bank loyalty has been assessed as well.

Findings

Integrity is the most important determinant of bank trust. Transparency, customer orientation, and competence are also significant. Trust is a strong predictor of loyalty. Determinants explaining bank loyalty are: competence, stability, transparency, and value congruence. System trust is also a determinant of bank trust. The meaning of these results is discussed in the paper, as well as the managerial implications of these findings.

Research limitations/implications

Data were collected in May 2014 with a large sample, when the financial crisis came to an end. Distrust still remained as a consequence of the crisis. Banks are now rebuilding trust and loyalty. This research provides indications which determinants of trust and loyalty are important in this process and should be focused upon. A longitudinal study how trust and loyalty are developing would give insights and feedback on managerial actions.

Practical implications

Results provide insights into the causes and reasons of (dis)trust. From this study, banks get insights with a priority matrix which determinants are below par but important for specific banks and should be focused on and improved at the short term.

Social implications

Trust in banks and other financial institutions is crucial for the functioning of the banking system and for society at large. Restoring trust is a matter of fundamental changes of the bank-customer relationships, not only by communication but by sincere behavior (integrity) and benevolence in the customer interest.

Originality/value

The authors are not aware of research using all six determinants (competence, stability, integrity, customer orientation, transparency, and value congruence) to explain and predict bank trust and bank loyalty, and their implications for trust and loyalty in banks.

Details

International Journal of Bank Marketing, vol. 35 no. 1
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 15 April 2022

Rashmi Sharma and Richa Joshi

This paper aims to investigate the role of bank reputation (via its proposed dimensions) in influencing bank trust and its subsequent effect on the loyalty of the customer. The…

Abstract

Purpose

This paper aims to investigate the role of bank reputation (via its proposed dimensions) in influencing bank trust and its subsequent effect on the loyalty of the customer. The study has also explored the moderating role of bank type (public vs private bank) in the relationship between the dimensions of bank reputation and bank trust.

Design/methodology/approach

A total of 651 questionnaires were distributed to the customers of public and private bank, whereas only 375 usable responses were obtained. Questionnaires were given to the respondents through the visit of few interviewers to several private and public banks in Delhi and NCR region during December 2019 to February 2020. A screening question was included in the beginning of the questionnaire (i.e. Do you trust your bank?). Non-random sampling technique was used for data collection, and the research design was cross-sectional. The proposed framework was tested with the help of structural equation modeling.

Findings

The findings of the study show that all the proposed dimensions (i.e. service quality, stability, customer centricism and corporate performance) of corporate reputation/bank reputation significantly affect bank trust. Also, the effect of bank trust on loyalty was found significant. Bank type emerged as a significant moderator between the dimensions of bank reputation and bank trust. It shows that the effect of service quality, stability, customer centricism and corporate performance on bank trust significantly differs in public vs private banks. Customer centricism is perceived to be high in private banks, whereas all the other three dimensions are obtained to be higher in public sector banks according to the findings of the study.

Practical implications

The presented framework in the study has covered all the significant antecedents of bank trust and its subsequent effect on loyalty. The findings of the paper are useful to several stakeholders, including bank managers, regulators, investors and depositors. The study shows that bank reputation affects trust and loyalty in the long run. This relationship can be used by bank managers for gaining the trust of customers and building loyalty. It also helps in making strategies by banks for targeting customers. Stability is a very crucial factor for a developing economy. The bank regulators can use these results for ensuring the soundness of the banking system and for providing a stable environment for customers. Bank depositors and investors can also use the findings of the study for analyzing the factors that affect their bank selection decision.

Originality/value

The present research shows that bank type moderates the relationship of the dimensions of bank reputation and bank trust in an emerging economy in Asia.

Details

South Asian Journal of Business Studies, vol. 13 no. 1
Type: Research Article
ISSN: 2398-628X

Keywords

Article
Publication date: 2 November 2012

Muhammad Shakil Ahmad, Shahid Rashid and Ehtisham‐Ul‐Mujeeb

The purpose of this study is to observe and analyze current banking practices in Pakistan, regarding the electronic customer relationship management system (ECRM). The aim is to…

3043

Abstract

Purpose

The purpose of this study is to observe and analyze current banking practices in Pakistan, regarding the electronic customer relationship management system (ECRM). The aim is to explore the variables in relation to operational problems that may occur with banks that use ECRM and the customer's perception of the usage of e‐banking.

Design/methodology/approach

The research design is divided into two sections using both qualitative as well as quantitative methods to represent the results. The first section explores the variables related to the operational problems with e‐banking while the second section discusses the variables related to the customer's perception of the usage of e‐banking systems. Descriptive statistics are used to define the demographic variables while correlation is used to describe the operational problems. Cross case analysis is used to present the customer perception of e‐banking practices. In total, 40 staff members and four customers are selected as samples for this study. SPSS was used for data analysis.

Results

Data analysis shows that customers are not ready to adopt new technologies, which results in a low level of satisfaction with e‐banking. Internet speeds and government policies are also not supportive of e‐banking in Pakistan. Owing to a lack of trust in technology and a low computer literacy rate, customers hesitate to adopt new technology. On the other hand, internet rates are too high and provided speed is in Kb/s.

Practical implications

The results of this study will provide some ideas and practical suggestions, which can be implemented, particularly with E‐banking in order to improve its continuance (i.e. customer satisfaction strategies as an effective means of maintaining the subscriber base, market share and the overall revenue of online banking).

Originality/value

The paper delineates the importance of understanding e‐banking in Pakistan and the reasons why more customers avoid using electronic banking.

Abstract

Details

Trump Studies
Type: Book
ISBN: 978-1-78769-779-9

Article
Publication date: 1 February 1997

Jeffrey Liew

States that there are concerns within the banking industry that its image may be confused, which raises the question, by what criteria do the stakeholders perceive their banks

Abstract

States that there are concerns within the banking industry that its image may be confused, which raises the question, by what criteria do the stakeholders perceive their banks and, consequently, how can banks establish programmes to develop their image? Concludes that Britons are largely satisfied with the performance of banks, and are less antagonistic than the media indicate.

Details

Corporate Communications: An International Journal, vol. 2 no. 2
Type: Research Article
ISSN: 1356-3289

Keywords

Article
Publication date: 1 July 1981

Pauline Duckitt

Information can be retrieved by direct interrogation of a remote computer by means of a keyboard terminal and a telephone. The advantages of such an online system are fast access…

Abstract

Information can be retrieved by direct interrogation of a remote computer by means of a keyboard terminal and a telephone. The advantages of such an online system are fast access to large quantities of data and the opportunity to refine the enquiry by conversing with the computer. At present, data bases can be used to determine if a translation of a document, or an alternative, already exists. They can assist with translating particular words or phrases, especially in new subject areas. In the future, online systems may be exploited to produce more sophisticated aids, reflecting the structure of language.

Details

Aslib Proceedings, vol. 33 no. 7
Type: Research Article
ISSN: 0001-253X

Content available
Article
Publication date: 11 March 2022

Eddy Ng and Pauline Stanton

322

Abstract

Details

Personnel Review, vol. 51 no. 1
Type: Research Article
ISSN: 0048-3486

Article
Publication date: 1 January 1986

At the beginning of January this year, The Body Shop's Training School opened its doors. Andrew Ede spoke to Pauline Lalor, the manager of the school, about The Body Shop…

Abstract

At the beginning of January this year, The Body Shop's Training School opened its doors. Andrew Ede spoke to Pauline Lalor, the manager of the school, about The Body Shop, training, franchising, and Pauline Lalor.

Details

Women in Management Review, vol. 1 no. 4
Type: Research Article
ISSN: 0964-9425

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