Pub Date : 2023-08-10DOI: 10.1108/ijbm-08-2022-0343
Vijay Amrit Raj, S. Jasrotia, S. Rai
PurposeBuy-now, pay-later (BNPL) services can put consumers into a debt trap by encouraging consumers to buy things they cannot afford, leading to a culture of materialism and consumerism. Therefore, this research aims to investigate how materialism can influence BNPL use and impulsive and compulsive buying. Additionally, the authors examine if BNPL use and impulsive buying mediate between materialism and compulsive buying.Design/methodology/approachData from 556 participants were collected through a structured questionnaire via an online survey. Structural equation modeling (SEM) using SMART PLS 4 was employed to analyze the relationship between variables and to test the proposed hypotheses.FindingsMaterialism impact BNPL use and increases the inclination for impulse buying, precipitating compulsive buying behavior. However, BNPL use does not directly influence compulsive buying. The mediating relationship was identified, where BNPL use, and impulsive buying mediate the relationship between materialism and compulsive buying.Practical implicationsBNPL use alone does not inevitably lead to compulsive buying. The only way BNPL use could lead to compulsive buying is through impulsive buying. Therefore, BNPL service providers need to foster responsible buying habits due to the rise in impulsive buying, which, if not controlled, could lead to a debt trap resulting from compulsive buying.Originality/valueThis study contributes to the limited BNPL literature because there is speculation, but the scarcity of empirical evidence to substantiate, how materialism influences BNPL use and increases the inclination for impulse buying, precipitating compulsive buying behavior.
{"title":"Intensifying materialism through buy-now pay-later (BNPL): examining the dark sides","authors":"Vijay Amrit Raj, S. Jasrotia, S. Rai","doi":"10.1108/ijbm-08-2022-0343","DOIUrl":"https://doi.org/10.1108/ijbm-08-2022-0343","url":null,"abstract":"PurposeBuy-now, pay-later (BNPL) services can put consumers into a debt trap by encouraging consumers to buy things they cannot afford, leading to a culture of materialism and consumerism. Therefore, this research aims to investigate how materialism can influence BNPL use and impulsive and compulsive buying. Additionally, the authors examine if BNPL use and impulsive buying mediate between materialism and compulsive buying.Design/methodology/approachData from 556 participants were collected through a structured questionnaire via an online survey. Structural equation modeling (SEM) using SMART PLS 4 was employed to analyze the relationship between variables and to test the proposed hypotheses.FindingsMaterialism impact BNPL use and increases the inclination for impulse buying, precipitating compulsive buying behavior. However, BNPL use does not directly influence compulsive buying. The mediating relationship was identified, where BNPL use, and impulsive buying mediate the relationship between materialism and compulsive buying.Practical implicationsBNPL use alone does not inevitably lead to compulsive buying. The only way BNPL use could lead to compulsive buying is through impulsive buying. Therefore, BNPL service providers need to foster responsible buying habits due to the rise in impulsive buying, which, if not controlled, could lead to a debt trap resulting from compulsive buying.Originality/valueThis study contributes to the limited BNPL literature because there is speculation, but the scarcity of empirical evidence to substantiate, how materialism influences BNPL use and increases the inclination for impulse buying, precipitating compulsive buying behavior.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":" ","pages":""},"PeriodicalIF":5.3,"publicationDate":"2023-08-10","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47555829","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-09DOI: 10.1108/ijbm-09-2022-0396
Muhammad Hassaan, Gang Li, Asif Yaseen
PurposeThis study examines the main factors influencing banking customers' behavior toward smart banking services (SBS) adoption in Pakistan. This study extends the unified theory of acceptance and use of technology (UTAUT2) by integrating information privacy concern and big brother effect into an overarching conceptualization.Design/methodology/approachThis study adopts theoretical constructs from the related literature and develops hypotheses. An analysis of 385 banking customers was performed using partial least squares structural equation modeling (PLS-SEM).FindingsThe results show that most predictors of behavioral intention, including facilitating conditions, effort expectancy, habit, performance expectancy, hedonic motivation (except for social influence and price value), big brother effect and perceived information privacy concern are significant. Indeed, all predictors of use behavior are also significant. Gender and age differences between individuals further moderate the relationship between UTAUT2 constructs. Moreover, information privacy concern mediates the relationship between big brother effect and behavioral intention.Research limitations/implicationsThis cross-sectional study focused only on Pakistan as a developing country, which limits the generalizability of the results.Practical implicationsThe roles of social influence and price value must be strengthened by employing marketing strategies and personalized communication. Banks should offer incentives and rewards to customers who recommend SBS to friends and family members. In addition, banks must consider the price factor when offering these services to increase their market share.Originality/valueThis study contributes to the field of technology adoption by providing a unique perspective of SBS adoption in Pakistan. This empirical study is the first to extend the UTAUT2 model by integrating information privacy concern and big brother effect to assess SBS acceptance and use behavior. This study examines SBS adoption issues at the national level, especially in Pakistan.
{"title":"Toward an understanding of Pakistani customers' adoption of smart banking services: an extended application of UTAUT2 model with big brother effect and information privacy concern","authors":"Muhammad Hassaan, Gang Li, Asif Yaseen","doi":"10.1108/ijbm-09-2022-0396","DOIUrl":"https://doi.org/10.1108/ijbm-09-2022-0396","url":null,"abstract":"PurposeThis study examines the main factors influencing banking customers' behavior toward smart banking services (SBS) adoption in Pakistan. This study extends the unified theory of acceptance and use of technology (UTAUT2) by integrating information privacy concern and big brother effect into an overarching conceptualization.Design/methodology/approachThis study adopts theoretical constructs from the related literature and develops hypotheses. An analysis of 385 banking customers was performed using partial least squares structural equation modeling (PLS-SEM).FindingsThe results show that most predictors of behavioral intention, including facilitating conditions, effort expectancy, habit, performance expectancy, hedonic motivation (except for social influence and price value), big brother effect and perceived information privacy concern are significant. Indeed, all predictors of use behavior are also significant. Gender and age differences between individuals further moderate the relationship between UTAUT2 constructs. Moreover, information privacy concern mediates the relationship between big brother effect and behavioral intention.Research limitations/implicationsThis cross-sectional study focused only on Pakistan as a developing country, which limits the generalizability of the results.Practical implicationsThe roles of social influence and price value must be strengthened by employing marketing strategies and personalized communication. Banks should offer incentives and rewards to customers who recommend SBS to friends and family members. In addition, banks must consider the price factor when offering these services to increase their market share.Originality/valueThis study contributes to the field of technology adoption by providing a unique perspective of SBS adoption in Pakistan. This empirical study is the first to extend the UTAUT2 model by integrating information privacy concern and big brother effect to assess SBS acceptance and use behavior. This study examines SBS adoption issues at the national level, especially in Pakistan.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":" ","pages":""},"PeriodicalIF":5.3,"publicationDate":"2023-08-09","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47597552","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-08-04DOI: 10.1108/ijbm-06-2022-0248
Fernando de Oliveira Santini, Luciene Eberle, W. Ladeira, G. S. Milan, Ana Paula Graciola, Cláudio Hoffmann Sampaio
PurposeThis article presents a systematic framework with a meta-analytic approach to finding various antecedents, consequents and moderating effects of trust in financial services.Design/methodology/approachA meta-analysis of 165 articles was performed, which generated 272 observations in a cumulative sample of 86,968 respondents.FindingsThe results of this meta-analysis demonstrated seventeen antecedents of trust constructs and four consequents. Most of these relationships were meaningful and consistent. The authors also found some significant moderators related to culture (individualism, masculinity and long-term orientation) and context (innovation index and device type).Research limitations/implicationsThis meta-analysis reviewed the relationships found throughout the theoretical framework about the trust construct in financial service contexts, identifying new paths for future research. Some limitations, such as the non-use of qualitative studies and the selection of concepts, exist in the secondary data and should be noted.Practical implicationsThe present study can assist financial system managers in decision-making because the findings from the meta-analysis are more consistent than those from traditional primary surveys.Originality/valueThis research tested the impact of antecedents, consequents and moderators of trust in the financial services sector and presented significant results using a meta-analytic review. This meta-analysis contributes to the marketing literature by offering a set of empirical generalizations, including relationship coefficients and fail-safe calculated numbers (FSN).
{"title":"Trust in the financial services context: a meta-analysis","authors":"Fernando de Oliveira Santini, Luciene Eberle, W. Ladeira, G. S. Milan, Ana Paula Graciola, Cláudio Hoffmann Sampaio","doi":"10.1108/ijbm-06-2022-0248","DOIUrl":"https://doi.org/10.1108/ijbm-06-2022-0248","url":null,"abstract":"PurposeThis article presents a systematic framework with a meta-analytic approach to finding various antecedents, consequents and moderating effects of trust in financial services.Design/methodology/approachA meta-analysis of 165 articles was performed, which generated 272 observations in a cumulative sample of 86,968 respondents.FindingsThe results of this meta-analysis demonstrated seventeen antecedents of trust constructs and four consequents. Most of these relationships were meaningful and consistent. The authors also found some significant moderators related to culture (individualism, masculinity and long-term orientation) and context (innovation index and device type).Research limitations/implicationsThis meta-analysis reviewed the relationships found throughout the theoretical framework about the trust construct in financial service contexts, identifying new paths for future research. Some limitations, such as the non-use of qualitative studies and the selection of concepts, exist in the secondary data and should be noted.Practical implicationsThe present study can assist financial system managers in decision-making because the findings from the meta-analysis are more consistent than those from traditional primary surveys.Originality/valueThis research tested the impact of antecedents, consequents and moderators of trust in the financial services sector and presented significant results using a meta-analytic review. This meta-analysis contributes to the marketing literature by offering a set of empirical generalizations, including relationship coefficients and fail-safe calculated numbers (FSN).","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":" ","pages":""},"PeriodicalIF":5.3,"publicationDate":"2023-08-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47011549","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-07-26DOI: 10.1108/ijbm-03-2023-0161
Andrés Salas‐Vallina, Alma Rodríguez Sánchez, Manoli Pozo-Hidalgo
PurposeThis study explores the phenomenon of compassionate leadership, a promising concept in management literature. Despite significant contributions towards the understanding of its antecedents and consequences, the specific role of compassion concerning the leader behavior under extreme pressure remains unexplored.Design/methodology/approachDrawing empirically on the case of three banks under three different logics, the authors trace how heads of banking branches, namely, middle managers, deal with the paradoxical phenomenon of integrating their human nature with the coetaneous need to achieve aggressive objectives. The authors analyzed interviews using the interpretive research method (Hatch and Yanow, 2003).FindingsThe authors identified that the logic of savings banks and credit cooperatives, together with specific human elements, created a healthier environment to develop compassionate behaviors compared to commercial banks. The authors found coherence when linking the institutional message of putting the spotlight on a personalized treatment of customers, and the middle manager compassionate actions towards customers and subordinates.Research limitations/implicationsSuggestions for future theorizing and research are advanced, along with constructive practical implications to rehumanize the dark side of banking for both employees and customers.Originality/valueThe findings provided in this paper are original because they provide further evidence of linking business logics with compassionate leadership of middle managers and its impact on employees and customers.
{"title":"Embracing paradox: middle managers’ compassion and the vulnerable customer","authors":"Andrés Salas‐Vallina, Alma Rodríguez Sánchez, Manoli Pozo-Hidalgo","doi":"10.1108/ijbm-03-2023-0161","DOIUrl":"https://doi.org/10.1108/ijbm-03-2023-0161","url":null,"abstract":"PurposeThis study explores the phenomenon of compassionate leadership, a promising concept in management literature. Despite significant contributions towards the understanding of its antecedents and consequences, the specific role of compassion concerning the leader behavior under extreme pressure remains unexplored.Design/methodology/approachDrawing empirically on the case of three banks under three different logics, the authors trace how heads of banking branches, namely, middle managers, deal with the paradoxical phenomenon of integrating their human nature with the coetaneous need to achieve aggressive objectives. The authors analyzed interviews using the interpretive research method (Hatch and Yanow, 2003).FindingsThe authors identified that the logic of savings banks and credit cooperatives, together with specific human elements, created a healthier environment to develop compassionate behaviors compared to commercial banks. The authors found coherence when linking the institutional message of putting the spotlight on a personalized treatment of customers, and the middle manager compassionate actions towards customers and subordinates.Research limitations/implicationsSuggestions for future theorizing and research are advanced, along with constructive practical implications to rehumanize the dark side of banking for both employees and customers.Originality/valueThe findings provided in this paper are original because they provide further evidence of linking business logics with compassionate leadership of middle managers and its impact on employees and customers.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":" ","pages":""},"PeriodicalIF":5.3,"publicationDate":"2023-07-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47758146","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-07-12DOI: 10.1108/ijbm-10-2022-0438
Muhammad Asif, R. Lodhi, Farhan Sarwar, Muḥammad Ashfaq
Purpose The current study focuses on many risk categories that have emerged in the digital ecosystem of the financial technology industry, which has dramatically changed traditional financial systems as a result of innovations in financial technology.Design/methodology/approach The Web of Science Core Collection database was used to find a data set of 719 pertinent papers on the subject encompassing the year 2015–2023. The sample procedure was carried out utilising the PRISMA approach. The keywords were first gathered relating to technological risks in banking sectors and after confirming the keywords, the authors performed the search by the “topic” which covers “title” in the search bar. On February 15, 2023, the Web of Science database was searched using the terms “Cyber security risk OR data theft OR financial crimes OR financial stability risk OR operational risk OR default risk OR money laundering OR financial terrorism AND FinTech AND banking sector”. Two-step approach is applied in this study. First, descriptive analysis is applied using RStudio to highlight prominent authors, countries and affiliations. Furthermore, relationship among authors, countries and keywords is shown by using three fields plot. Second, using VOSviewer, co-occurrence of keyword analysis is used to determine the most influential themes.Findings The findings show that 2,611 documents have been published from 2016 to 2023. Year 2021 is the most productive year in terms of number of publications. The results also show that WANG XC is tied for the position of most prolific contributing author. In a similar vein, the United States leads the world in publication output. Furthermore, Southwestern University of Finance and Economics in China is leading the list with 15 articles. The results from the co-occurrence of keywords reveal that “default risk”, “operational risk”, “money laundering”, “credit risk”, “corporate governance”, “systematic risk”, “financial stability risk”, “risk management” and “crises” are the frequently keywords.Originality/value The results of this study are beneficial to academia and industry in order to advance their current understanding of FinTech and associated concerns. This work expands the understanding of the technology hazards facing the banking industry from a broad perspective.
目前的研究重点是金融科技行业数字生态系统中出现的许多风险类别，金融科技的创新极大地改变了传统的金融体系。设计/方法/方法使用Web of Science Core Collection数据库查找2015-2023年719篇相关论文的数据集。样品程序采用PRISMA方法进行。首先收集与银行业技术风险相关的关键词，在确认关键词后，作者在搜索栏中按“主题”进行搜索，其中“主题”包含“标题”。2023年2月15日，Web of Science数据库使用“网络安全风险、数据盗窃、金融犯罪、金融稳定风险、操作风险、违约风险、洗钱、金融恐怖主义、金融科技和银行业”等术语进行了搜索。本研究采用两步法。首先，使用RStudio进行描述性分析，突出突出突出的作者、国家和隶属关系。此外，作者、国家和关键词之间的关系用三场图表示。其次，使用VOSviewer，利用关键词共现分析来确定最具影响力的主题。调查结果显示，从2016年到2023年，共发表了2611份文件。就出版物数量而言，2021年是最多产的一年。结果还显示，王晓晨并列第一高产贡献作者。与此类似，美国的出版物数量也居世界首位。此外，中国西南财经大学以15篇论文排名第一。关键词共现的结果显示，“违约风险”、“操作风险”、“洗钱”、“信用风险”、“公司治理”、“系统风险”、“金融稳定风险”、“风险管理”和“危机”是频繁出现的关键词。原创性/价值本研究的结果有利于学术界和工业界，以促进他们目前对金融科技和相关问题的理解。这项工作从更广阔的角度扩展了对银行业面临的技术危害的理解。
{"title":"Dark side whitewashes the benefits of FinTech innovations: a bibliometric overview","authors":"Muhammad Asif, R. Lodhi, Farhan Sarwar, Muḥammad Ashfaq","doi":"10.1108/ijbm-10-2022-0438","DOIUrl":"https://doi.org/10.1108/ijbm-10-2022-0438","url":null,"abstract":"Purpose The current study focuses on many risk categories that have emerged in the digital ecosystem of the financial technology industry, which has dramatically changed traditional financial systems as a result of innovations in financial technology.Design/methodology/approach The Web of Science Core Collection database was used to find a data set of 719 pertinent papers on the subject encompassing the year 2015–2023. The sample procedure was carried out utilising the PRISMA approach. The keywords were first gathered relating to technological risks in banking sectors and after confirming the keywords, the authors performed the search by the “topic” which covers “title” in the search bar. On February 15, 2023, the Web of Science database was searched using the terms “Cyber security risk OR data theft OR financial crimes OR financial stability risk OR operational risk OR default risk OR money laundering OR financial terrorism AND FinTech AND banking sector”. Two-step approach is applied in this study. First, descriptive analysis is applied using RStudio to highlight prominent authors, countries and affiliations. Furthermore, relationship among authors, countries and keywords is shown by using three fields plot. Second, using VOSviewer, co-occurrence of keyword analysis is used to determine the most influential themes.Findings The findings show that 2,611 documents have been published from 2016 to 2023. Year 2021 is the most productive year in terms of number of publications. The results also show that WANG XC is tied for the position of most prolific contributing author. In a similar vein, the United States leads the world in publication output. Furthermore, Southwestern University of Finance and Economics in China is leading the list with 15 articles. The results from the co-occurrence of keywords reveal that “default risk”, “operational risk”, “money laundering”, “credit risk”, “corporate governance”, “systematic risk”, “financial stability risk”, “risk management” and “crises” are the frequently keywords.Originality/value The results of this study are beneficial to academia and industry in order to advance their current understanding of FinTech and associated concerns. This work expands the understanding of the technology hazards facing the banking industry from a broad perspective.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":" ","pages":""},"PeriodicalIF":5.3,"publicationDate":"2023-07-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45349847","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-07-12DOI: 10.1108/ijbm-01-2023-0053
B. Zeka, A. Alhassan
PurposeWhile the extant literature has explored issues related to the access, usage and availability of financial services, the ability of households to withstand financial adversities, particularly those living under economically vulnerable conditions, requires further attention. The paper presents a gendered analysis of financial resilience behaviour in South Africa.Design/methodology/approachUsing a nationally representative sample of 4,880 households, this paper constructs a financial resilience behaviour index (FRBI) covering savings, credit, insurance, and retirement planning behaviours. The gendered effect of demographic characteristics on financial resilience is examined using the ordinary least square and seemingly unrelated regression techniques.FindingsThe results show that low levels of financial resilience were present across the sample with insurance observed to be the greatest driver of financial resilience, followed by retirement planning, savings and credit respectively. Furthermore, the analysis highlights that a gender gap in financial resilience exists as men are characterized with higher financial resilience behaviour compared to women. The results also suggest that employed women and women with higher levels of education are associated with greater financial resilience.Practical implicationsBased on these results, improving access to higher education and employment opportunities for women will enhance their financial resilience and contribute towards addressing SDG (5) on gender equality.Originality/valueAs far as the authors are aware, this paper presents the first empirical analysis of the gender gaps in socio-demographic characteristics that explain financial resilience in South Africa.
{"title":"Gender disparities in financial resilience: insights from South Africa","authors":"B. Zeka, A. Alhassan","doi":"10.1108/ijbm-01-2023-0053","DOIUrl":"https://doi.org/10.1108/ijbm-01-2023-0053","url":null,"abstract":"PurposeWhile the extant literature has explored issues related to the access, usage and availability of financial services, the ability of households to withstand financial adversities, particularly those living under economically vulnerable conditions, requires further attention. The paper presents a gendered analysis of financial resilience behaviour in South Africa.Design/methodology/approachUsing a nationally representative sample of 4,880 households, this paper constructs a financial resilience behaviour index (FRBI) covering savings, credit, insurance, and retirement planning behaviours. The gendered effect of demographic characteristics on financial resilience is examined using the ordinary least square and seemingly unrelated regression techniques.FindingsThe results show that low levels of financial resilience were present across the sample with insurance observed to be the greatest driver of financial resilience, followed by retirement planning, savings and credit respectively. Furthermore, the analysis highlights that a gender gap in financial resilience exists as men are characterized with higher financial resilience behaviour compared to women. The results also suggest that employed women and women with higher levels of education are associated with greater financial resilience.Practical implicationsBased on these results, improving access to higher education and employment opportunities for women will enhance their financial resilience and contribute towards addressing SDG (5) on gender equality.Originality/valueAs far as the authors are aware, this paper presents the first empirical analysis of the gender gaps in socio-demographic characteristics that explain financial resilience in South Africa.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":" ","pages":""},"PeriodicalIF":5.3,"publicationDate":"2023-07-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46013743","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-07-05DOI: 10.1108/ijbm-08-2022-0395
M. Ponchio, Mayank Jyotsna Soni, Mousumi Singha Mahapatra, Soumyadip Sarkar
PurposeThis study aims to evaluate Netemeyer and colleagues' much cited financial well-being scale in Brazil and India and compare responses from different demographics. It also compares the results using two analysis techniques, item response theory (IRT) and confirmatory factor analysis (CFA).Design/methodology/approachA total of 994 survey responses from Brazil and 1,081 from India were collected. IRT and CFA models were used to analyse the data.FindingsThe results demonstrate the two-dimensional structure of the financial well-being scale and show that different items are differentially useful in measuring the construct across different groups. These findings may support the scale's future refinement and use in applied studies that will target specific groups (e.g. males, females, younger respondents and older respondents).Research limitations/implicationsThis study serves as an example to others who can explore the advantages of IRT over classical test theory methods to assess the psychometric properties of scales aimed at measuring latent constructs of interest in the field of marketing.Practical implicationsThe correct diagnosis of financial well-being is important to guide interventions by governments and non-governmental entities, as well as by financial institutions interested in better understanding individuals.Originality/valueThe authors show how the identification of the characteristics of scale items provided by the IRT technique allows for a better understanding of its properties and how it can be improved.
{"title":"Using item response theory in the assessment of the financial well-being scale: an application in Brazil and India","authors":"M. Ponchio, Mayank Jyotsna Soni, Mousumi Singha Mahapatra, Soumyadip Sarkar","doi":"10.1108/ijbm-08-2022-0395","DOIUrl":"https://doi.org/10.1108/ijbm-08-2022-0395","url":null,"abstract":"PurposeThis study aims to evaluate Netemeyer and colleagues' much cited financial well-being scale in Brazil and India and compare responses from different demographics. It also compares the results using two analysis techniques, item response theory (IRT) and confirmatory factor analysis (CFA).Design/methodology/approachA total of 994 survey responses from Brazil and 1,081 from India were collected. IRT and CFA models were used to analyse the data.FindingsThe results demonstrate the two-dimensional structure of the financial well-being scale and show that different items are differentially useful in measuring the construct across different groups. These findings may support the scale's future refinement and use in applied studies that will target specific groups (e.g. males, females, younger respondents and older respondents).Research limitations/implicationsThis study serves as an example to others who can explore the advantages of IRT over classical test theory methods to assess the psychometric properties of scales aimed at measuring latent constructs of interest in the field of marketing.Practical implicationsThe correct diagnosis of financial well-being is important to guide interventions by governments and non-governmental entities, as well as by financial institutions interested in better understanding individuals.Originality/valueThe authors show how the identification of the characteristics of scale items provided by the IRT technique allows for a better understanding of its properties and how it can be improved.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":" ","pages":""},"PeriodicalIF":5.3,"publicationDate":"2023-07-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42340158","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-07-05DOI: 10.1108/ijbm-07-2022-0328
Brinda Sampat, E. Mogaji, N. P. Nguyen
Purpose FinTech offers numerous prospects for significant enhancements and fundamental changes in financial services. However, along with the myriad of benefits, it also has the potential to induce risks to individuals, organisations and society. This study focuses on understanding FinTech developers’ perspective of the dark side of FinTech.Design/methodology/approach This study conducted semi-structured interviews with 23 Nigerian FinTech developers using an exploratory, inductive methodology The data were transcribed and then thematically analysed using NVivo.Findings Three themes – customer vulnerability, technical inability and regulatory irresponsibility – arose from the thematic analysis. The poor existing technological infrastructure, data management challenges, limited access to data and smartphone adoption pose challenges to a speedy integration of FinTech in the country, making customers vulnerable. The lack of privacy control leads to ethical issues. The lack of skilled developers and the brain drain of good developers present additional obstacles to the development of FinTech in Nigeria.Research limitations/implications FinTech operation in a developing country differs from that in developed countries with better technological infrastructure and institutional acceptance. This study recognises that basic banking operations through FinTech are still not well adopted, necessitating the need to be more open-minded about the global practicalities of FinTech.Practical implications FinTech managers, banks and policymakers can ethically collect consumer data that can help influence customer credit decisions, product development and recommendations using the mobile app and transaction history. There should be strict penalties on FinTech for selling customers’ data, sending unsolicited messages or gaining unnecessary access to the customer’s contact list. FinTech can offer to educate consumers about their financial management skills.Originality/valueWhereas other studies have focused on the positive aspects of FinTech to understand client perceptions, this study offers new insights into the dark side of FinTech by analysing the viewpoints of FinTech developers. Furthermore, the study is based in Nigeria, an emerging economy adopting FinTech, adding a new dimension to the body of knowledge.
{"title":"The dark side of FinTech in financial services: a qualitative enquiry into FinTech developers’ perspective","authors":"Brinda Sampat, E. Mogaji, N. P. Nguyen","doi":"10.1108/ijbm-07-2022-0328","DOIUrl":"https://doi.org/10.1108/ijbm-07-2022-0328","url":null,"abstract":"Purpose FinTech offers numerous prospects for significant enhancements and fundamental changes in financial services. However, along with the myriad of benefits, it also has the potential to induce risks to individuals, organisations and society. This study focuses on understanding FinTech developers’ perspective of the dark side of FinTech.Design/methodology/approach This study conducted semi-structured interviews with 23 Nigerian FinTech developers using an exploratory, inductive methodology The data were transcribed and then thematically analysed using NVivo.Findings Three themes – customer vulnerability, technical inability and regulatory irresponsibility – arose from the thematic analysis. The poor existing technological infrastructure, data management challenges, limited access to data and smartphone adoption pose challenges to a speedy integration of FinTech in the country, making customers vulnerable. The lack of privacy control leads to ethical issues. The lack of skilled developers and the brain drain of good developers present additional obstacles to the development of FinTech in Nigeria.Research limitations/implications FinTech operation in a developing country differs from that in developed countries with better technological infrastructure and institutional acceptance. This study recognises that basic banking operations through FinTech are still not well adopted, necessitating the need to be more open-minded about the global practicalities of FinTech.Practical implications FinTech managers, banks and policymakers can ethically collect consumer data that can help influence customer credit decisions, product development and recommendations using the mobile app and transaction history. There should be strict penalties on FinTech for selling customers’ data, sending unsolicited messages or gaining unnecessary access to the customer’s contact list. FinTech can offer to educate consumers about their financial management skills.Originality/valueWhereas other studies have focused on the positive aspects of FinTech to understand client perceptions, this study offers new insights into the dark side of FinTech by analysing the viewpoints of FinTech developers. Furthermore, the study is based in Nigeria, an emerging economy adopting FinTech, adding a new dimension to the body of knowledge.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":" ","pages":""},"PeriodicalIF":5.3,"publicationDate":"2023-07-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46635132","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-07-05DOI: 10.1108/ijbm-11-2022-0498
Mohamed M. Elsotouhy, Abdelkader M. A. Mobarak, M. I. Dakrory, Mohamed A. Ghonim, M. A. Khashan
PurposeDespite the significance of donations (Sadaqah) via mobile payment in Islamic countries, little is known about the variables influencing continuance intention toward using m-payment for donations (Sadaqah). Based on the stimulus-organism-response (S-O-R) model, this research explores the influence of perceived quality (i.e. system, information, service) as a stimulus on customer satisfaction, engagement and delight as organisms, which then affects continuance intention toward using m-payment for donations (Sadaqah) as a response. Moreover, the study investigates the moderating role of Islamic religiosity.Design/methodology/approachUsing partial least squares structural equation modeling (PLS-SEM), a representative data sample of 419 Egyptian Muslims was analyzed to test hypotheses.FindingsThe findings revealed that all perceived quality constructs significantly positively affect customers' satisfaction. Customer satisfaction, in turn, positively affects customer engagement and delight. Moreover, customer engagement, delight and Islamic religiosity significantly positively affect continuance intention toward using m-payment for donations (Sadaqah). The findings also revealed that Islamic religiosity moderates the influence of customer engagement and customer delight on continuance intention toward using m-payment for donations (Sadaqah).Originality/valueThis is the first study to examine using m-payment for donations (Sadaqah) in an Islamic environment based on the S-O-R model.
{"title":"Integrating ISS and SOR models to investigate the determinants of continuance intention toward using m-payment for donations (Sadaqah): the moderating role of Islamic religiosity","authors":"Mohamed M. Elsotouhy, Abdelkader M. A. Mobarak, M. I. Dakrory, Mohamed A. Ghonim, M. A. Khashan","doi":"10.1108/ijbm-11-2022-0498","DOIUrl":"https://doi.org/10.1108/ijbm-11-2022-0498","url":null,"abstract":"PurposeDespite the significance of donations (Sadaqah) via mobile payment in Islamic countries, little is known about the variables influencing continuance intention toward using m-payment for donations (Sadaqah). Based on the stimulus-organism-response (S-O-R) model, this research explores the influence of perceived quality (i.e. system, information, service) as a stimulus on customer satisfaction, engagement and delight as organisms, which then affects continuance intention toward using m-payment for donations (Sadaqah) as a response. Moreover, the study investigates the moderating role of Islamic religiosity.Design/methodology/approachUsing partial least squares structural equation modeling (PLS-SEM), a representative data sample of 419 Egyptian Muslims was analyzed to test hypotheses.FindingsThe findings revealed that all perceived quality constructs significantly positively affect customers' satisfaction. Customer satisfaction, in turn, positively affects customer engagement and delight. Moreover, customer engagement, delight and Islamic religiosity significantly positively affect continuance intention toward using m-payment for donations (Sadaqah). The findings also revealed that Islamic religiosity moderates the influence of customer engagement and customer delight on continuance intention toward using m-payment for donations (Sadaqah).Originality/valueThis is the first study to examine using m-payment for donations (Sadaqah) in an Islamic environment based on the S-O-R model.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":" ","pages":""},"PeriodicalIF":5.3,"publicationDate":"2023-07-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44777341","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-06-28DOI: 10.1108/ijbm-10-2022-0447
Ali Raza, Rodoula H. Tsiotsou, Muhammad Sarfraz, M. Ishaq
PurposeGiven the fierce competition in financial services, service failure management and trust restoration tactics are becoming strategic priorities. Studies investigating trust restoration have increased over the years due to the significance of trust in services and the frequency of trust violations. Drawing on the sense-making and defensive approaches of attribution theory, this study aims to explore the effectiveness of various trust recovery tactics (e.g. apology, explanation, and investigation) in financial services considering the prevalence of service failure severity.Design/methodology/approachBased on a scenario-based survey, this study gathered data from 402 consumers of different banks in Pakistan. The study analyzed the data using ordinary least square regressions and structural equation modeling.FindingsThe study indicated that explanation is more effective in repairing character-competence and commitment-based trust, while investigation remained highly effective for inducing congruence-based trust. Interestingly, an apology was more effective for communication-based trust repairing, while context-based trust recovery was unaffected against all recovery tactics. Despite the prevalence of severe service failure, recovery actions proved fully effective for character-competence and commitment-based trust while partially effective for congruence-based trust recovery. This study also found that severe service failure undermines the effectiveness of recovery actions in repairing communication and context-based trust.Originality/valueThe study extends the literature on trust recovery by integrating sense-making and defensive attribution theory. The sense-making approach contributes to the existing knowledge on trust recovery by elucidating how consumers and service providers develop a shared understanding to facilitate the recovery mechanism of multidimensional trust in financial services.
{"title":"Trust recovery tactics in financial services: the moderating role of service failure severity","authors":"Ali Raza, Rodoula H. Tsiotsou, Muhammad Sarfraz, M. Ishaq","doi":"10.1108/ijbm-10-2022-0447","DOIUrl":"https://doi.org/10.1108/ijbm-10-2022-0447","url":null,"abstract":"PurposeGiven the fierce competition in financial services, service failure management and trust restoration tactics are becoming strategic priorities. Studies investigating trust restoration have increased over the years due to the significance of trust in services and the frequency of trust violations. Drawing on the sense-making and defensive approaches of attribution theory, this study aims to explore the effectiveness of various trust recovery tactics (e.g. apology, explanation, and investigation) in financial services considering the prevalence of service failure severity.Design/methodology/approachBased on a scenario-based survey, this study gathered data from 402 consumers of different banks in Pakistan. The study analyzed the data using ordinary least square regressions and structural equation modeling.FindingsThe study indicated that explanation is more effective in repairing character-competence and commitment-based trust, while investigation remained highly effective for inducing congruence-based trust. Interestingly, an apology was more effective for communication-based trust repairing, while context-based trust recovery was unaffected against all recovery tactics. Despite the prevalence of severe service failure, recovery actions proved fully effective for character-competence and commitment-based trust while partially effective for congruence-based trust recovery. This study also found that severe service failure undermines the effectiveness of recovery actions in repairing communication and context-based trust.Originality/valueThe study extends the literature on trust recovery by integrating sense-making and defensive attribution theory. The sense-making approach contributes to the existing knowledge on trust recovery by elucidating how consumers and service providers develop a shared understanding to facilitate the recovery mechanism of multidimensional trust in financial services.","PeriodicalId":51401,"journal":{"name":"International Journal of Bank Marketing","volume":" ","pages":""},"PeriodicalIF":5.3,"publicationDate":"2023-06-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49376036","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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