International Journal of Bank Marketing最新文献

Purpose

Our research investigated how the perceived effectiveness of privacy, perceived privacy risk, and perceived security influenced consumers' behavioral intention to use mobile payment applications during the COVID-19 pandemic.

Design/methodology/approach

We applied a quantitative method using a cross-sectional online survey conducted over three years. We collected a sample of 1,471 survey responses focused on ages 18–39. Using descriptive statistics, confirmatory factor analysis, and structural equation modeling, we tested our hypotheses with SPSS 27 and AMOS 27.

Findings

Results of the study indicate that the perceived effectiveness of privacy positively influences perceived privacy risk, perceived security, and behavioral intention. Moreover, perceived privacy risk has a positive effect on perceived security. We found no significant relationship between perceived privacy risk and behavioral intention, although perceived security has a positive effect on behavioral intention. Further mediation analyses showed that perceived privacy risk and perceived security mediate the relationship between the perceived effectiveness of privacy and behavioral intention.

Originality/value

This research sheds new light on the role of perceived privacy effectiveness in mobile payment adoption in Hungary, particularly during the COVID-19 pandemic. Our research also explains why and how perceived privacy effectiveness influences consumers' perceived privacy risk, perceived security, and behavioral intention.

Purpose

This study strives to better understand resistance to chatbots in the banking sector. To achieve this, it proposes a model based on the paradigm of resistance to innovation and the complexity theory. In addition, it explores the role of gender in relation to chatbot resistance.

Design/methodology/approach

Data are collected in France using a snowball sampling technique. The sample is composed of 385 participants. FsQCA is used to identify all possible combinations of usage, value, risk, tradition and image barriers, as well as two gender conditions that predict resistance to chatbots.

Findings

The results reveal that the sample provides four possible solutions/combinations that may explain resistance to chatbots. These are: (i) a combination of usage, value, risk and tradition barriers, (ii) a combination of value, risk, tradition and image barriers, (iii) a combination of usage, value, risk and image barriers, along with the male gender and (iv) a combination of usage, value, tradition and image barriers, along with the female gender.

Research limitations/implications

This study provides valuable and straightforward theoretical and managerial implications. The proposed solutions suggest a deep understanding of chatbot resistance. Chatbot developers and marketers can highly benefit from these findings to enhance user acceptance.

Originality/value

In this study, barriers are envisioned within the larger context of innovation resistance. The interactions among barriers causing resistance to chatbots are examined through the lens of the complexity theory, while the data analysis employs the fsQCA approach. Furthermore, this study sheds light on the role of gender in explaining chatbot resistance in the banking sector.

Purpose

This study aims to systematically review the literature on digital consumers’ decision-making in the banking, financial services and insurance (BFSI) sector and proposes an integrative framework.

Design/methodology/approach

By combining databases such as Web of Science and Elton B. Stephens Company (EBSCO), we identified, analyzed and synthesized 53 peer-reviewed empirical articles that explore the connection between digital solutions in the BFSI sector and various phases and constructs of the consumer decision-making process. We examined the dependent variables (DVs) used to operationalize consumer decision-making, performed a thematic analysis of the papers and proposed an integrative framework.

Findings

The reviewed articles have garnered more attention from marketing researchers than from BFSI or artificial intelligence scholars, often employing traditional behavioral and experimental methodologies that have several limitations. We identified 38 DVs used to operationalize consumer decision-making, with the most frequently recurring constructs being “Intention to use,” “Utilization,” “Satisfaction,” “Perceived usefulness” and “Trust.” We propose an integrative framework that groups these DVs into three main clusters: subjects’ perceptions, user experience and adoption/usage choice. This systematic literature review highlights the increasing importance of emotion in recent decades and underscores the difficulty of establishing a framework where relationships between variables are direct and unidirectional, as traditional economic theories assume.

Originality/value

To the best of the authors’ knowledge, this is the first study to provide a comprehensive and systematic understanding of the DVs and the research methods used to study the impact of recent digital solutions on consumer decision-making in the BFSI sector. Further, a framework is proposed that can offer a new perspective for consumer research.

Purpose

The purpose of this study was to examine racial/ethnic differences in AFS use and their contributing factors using a decomposition analysis.

Design/methodology/approach

The 2018 National Financial Capability Study dataset was used to analyze the four major types of AFS—title loans, payday loans, pawnshops, and rent-to-own (RTO) stores—as proxies for AFS use. The study conducted both logistic regression analysis and decomposition analysis to examine the contributing factors.

Findings

The results of the logistic regression analysis demonstrated significant disparities in the use of alternative financial services (AFS) among racial and ethnic groups. Specifically, it was found that Blacks were more likely to utilize title and payday loans, pawnshops, and rent-to-own (RTO) stores compared to Whites. In contrast, Hispanics and Asians/individuals of other ethnicities were less likely to use title loans, but Hispanics were more likely to opt for payday loans over Whites. Furthermore, objective financial literacy exhibited a negative association with the likelihood of using these four types of AFS, whereas subjective financial literacy consistently showed a positive association. When examining the decomposition analyses, it became evident that both objective and subjective financial literacy played significant roles in explaining the racial and ethnic disparities in AFS usage. However, the patterns varied in three specific pairwise comparisons.

Originality/value

This study revealed the relative contributions of each factor to the racial/ethnic disparities through decomposition analysis. Our Fairlie decomposition approach addressed non-linearities within the decomposition framework, particularly in estimating the probabilities of AFS utilization, given its binary outcomes. This extension builds upon the Oaxaca decomposition. The study offers valuable insights into the variations in AFS use among different racial and ethnic groups.

Purpose

The purpose of this paper is to investigate the effect of reward redemption programs on donation amount, donation percentage and donation intention in the context of a bank credit card.

Design/methodology/approach

A 2 × 2 × 3 experiment is implemented with 1,070 consumers accessing a national US-based sample with a small compensation. The authors use general linear model to test the proposed hypotheses.

Findings

The findings show the main effects of reward types, limited-time message and value of reward redemptions on the percentage of donations and overall donation intention to charity. The type of reward (cash/points) is found to interact with the limited-time message and with the value of reward redemptions.

Originality/value

No prior studies have addressed the relationship between credit card redemption rewards and scarcity messages in the donation context. The study contributes to the understanding of the effectiveness of credit card redemption rewards with scarcity message in improving a consumer’s donation intention.

Purpose

Customer-to-customer (C2C) interactions substantially affect the overall service experience. This study attempts to provide a better and deeper understanding of C2C interactions during the customer journey in the banking industry. The study aims to investigate the complexities of these interactions and to detect their outcomes and further implications in banking services.

Design/methodology/approach

This study used a sequential mixed-method approach. Firstly, semi-structured interviews were conducted to identify the components of C2C interactions during the customer journey. Subsequently, thematic analysis was performed to categorize the data and extract relevant components. Secondly, structural equation modeling was used to investigate the role of C2C interactions in behavioral outcomes.

Findings

The findings reveal that during the customer journey, C2C interactions plays a key role by providing information, managing queuing behavior, providing resources, and addressing issues related to other customers’ misbehavior. Additionally, C2C interactions have a positive direct effect on the customer experience, satisfaction, and loyalty. Customer experience, in turn, affects customer satisfaction and loyalty.

Originality/value

This study highlights the need for academic scholars to prioritize customers’ interaction during the customer journey in financial services, addressing a gap between industry directions and academic research in customer experience. Also, the findings help service providers develop effective strategies to enhance the customer experience by focusing on C2C interactions during the customer journey.

Purpose

This study examines the antecedents and outcomes of using mobile fintech applications, including mobile banking, mobile payments, mobile transfer and mobile financial money management tools.

Design/methodology/approach

This paper examines the antecedents (i.e. financial education and financial literacy) and outcomes (i.e. desirable financial behaviors and financial well-being) of the utilization of mobile fintech. Using data from the 2018 National Financial Capability Study and structural equation modeling techniques, this study provides empirical evidence to show significant direct and indirect relationships among these factors.

Findings

The structural equation modeling results revealed that financial education was positively associated with both financial literacy and mobile fintech utilization. Interestingly, financial literacy was negatively associated with mobile fintech utilization and served as a negative mediator between financial education and mobile fintech utilization, while it positively correlated with desirable financial behaviors, enhancing financial well-being. Utilization of mobile fintech was negatively associated with desirable financial behaviors and indirectly and negatively associated with financial well-being. The alternative model highlighted a direct and negative association between mobile fintech usage and financial well-being, and a direct positive association between financial literacy and financial well-being.

Originality/value

This study makes contributions to the literature on financial well-being by examining pathways of antecedents and outcomes of mobile fintech utilization. The findings provide new insights into the rapid evolution of mobile fintech innovations and provide important policy and practical implications.

Purpose

The current approach to valuing customers is based on the notion of discounted profit generated by the customers over the lifetime of the relationship, also known as customer lifetime value (CLV). However, in the financial services industry, the customers who contribute the most to the profitability of a firm are also the riskiest customers. If the riskiness of a customer is not considered, firms will overestimate the true value of that customer. This paper proposes a methodology to adjust CLV for different types of risk factors and creates a comprehensive measure of risk-adjusted lifetime value (RALTV).

Design/methodology/approach

Using data from a major credit card company, we develop a measure of risk adjusted lifetime value (RALTV) that accounts for diverse types of customer risks. The model is estimated using Stochastic Frontier Analysis (SFA).

Findings

Major findings indicate that rewards cardholders and affinity cardholders tend to score higher within the RALTV framework than non-rewards cardholders and non-affinity cardholders, respectively. Among the four different modes of acquisition, the Internet generates the highest RALTV, followed by direct mail.

Originality/value

This paper not only controls for different types of consumer risks in the financial industry and creates a comprehensive risk-adjusted lifetime value (RALTV) model but also shows empirically the value of using RALTV over CLV for predicting future performance of a set of customers. Further, we investigate the impact of a firm’s acquisition and retention strategies on RALTV. The measure of risk-adjusted lifetime value is invaluable for managers in financial services.

Purpose

We study how capital requirements, intended as a measure to ensure security for the financial system, can create moral hazard for banks in dealing with distressed debts.

Design/methodology/approach

Over the period spanning from 1993 to 2019, we manually gathered data on 1953 firms, identifying a total of 2,146 distress events, with 804 instances resulting in bankruptcy fillings.

Findings

Our analyses at the loan level and the bank level consistently show that loans of distressed firms are much more likely to be extended when the lenders are closer to the capital requirement limit. Exploiting the discontinuity in the predetermined maturity date of loans, we provide causal evidence on the relationship between capital ratios and extension likelihood. Distressed loans that are due just before the report date (end of a quarter) are much more likely to be extended than loans due just after the report date, after controlling for loan and firm characteristics. Additional analyses show that the effects are stronger when external financing is more costly and when the banks are poorly capitalized.

Originality/value

Our paper presents the first causal evidence of capital requirements on lending distortion, contributing to our understanding of the dynamics within the banking sector and providing policy implications for promoting financial stability and regulatory efficacy.

Purpose

Financial anxiety has become a global concern and a growing research area with significant potential to contribute to the behavioral and personal finance literature. Despite this, the literature is fragmented and inconsistent. Prior studies vary greatly in the breadth of definitions and measures of financial anxiety. There has been no systematic evaluation of literature on financial anxiety antecedents, consequences, and coping strategies. This systematic review fills this gap.

Design/methodology/approach

We followed the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines. We searched Scopus and Web of Science and identified 55 eligible studies published between 2009 and 2024.

Findings

Financial anxiety is defined and measured differently in different research domains. We identified several antecedents, including socio-demographic factors (e.g. gender, age, ethnicity, income, employment, racial background, and language proficiency), personality traits, compulsive and impulsive buying behavior, depression or other mental issues, family health issues, and the COVID-19 pandemic and consequences of financial anxiety, including psychological and psychic health, societal and personal relations, financial behavior and well-being, and job-related outcomes. In addition, the literature presents six financial anxiety coping strategies (self-imposed coping mechanisms, spiritual and theological resources, increased financial capability, social and family support, seeking professional help, and language proficiency training). Several future research directions are presented.

Originality/value

This review represents the first systematic compilation and evaluation of the research findings on financial anxiety.