An Assessment of the Relationship Between Marketing, Information and Strategy Formulation in the UK Retail Banking Sector

1998 ◽  
Vol 18 (4) ◽  
pp. 277-285 ◽  
Author(s):  
J BROADY-PRESTON ◽  
TE HAYWARD
Keyword(s):  
Banking Sector ◽  
Retail Banking ◽  
Strategy Formulation ◽  
Marketing Information ◽  
The Uk ◽  
The Relationship

Frontline employees’ engagement and business performance: the mediating role of customer-oriented behaviors

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Behrooz Ghlichlee ◽  
Fatima Bayat
Keyword(s):  
Business Performance ◽  
Banking Sector ◽  
Retail Banking ◽  
Mediating Effect ◽  
Business Trend ◽  
Frontline Employees ◽  
Content Type ◽  
Mediating Role ◽  
The Relationship

Purpose Within the retail banking sector, the customer-centric business model has become an important and new business trend in recent years. The enhancement of the frontline service employees’ engagement and their customer-oriented behaviors are among the key factors affecting business performance (BP) in this sector of the banking industry. The purpose of this paper is to improve management decisions to enhance BP through examining the relationship between the frontline employees’ engagement and BP while taking into account the mediating effect of customer-oriented behaviors on this relationship. Design/methodology/approach A quantitative approach was adopted to conduct the present study, and the respondents were sampled from a large commercial bank in Iran using a structured questionnaire. Overall, 50 branch managers and 90 frontline employees were selected using random sampling. A confirmatory factor analysis was conducted to ascertain the validity and reliability of the observed items and a structural equation model was used for testing the proposed hypotheses and research framework. Findings The findings showed that customer-oriented behaviors mediated the relationship between the frontline employees’ engagement and bank’s branches’ BP. Higher levels of the frontline employees’ engagement enhance the customer-oriented behaviors. It was revealed that the frontline employees are engaged in their job and organization. Moreover, the engaged frontline employees listen carefully to customers, the customer’s problem is important to them and they complete their tasks precisely for customers. It has been confirmed that customer-oriented behaviors enhance branches’ BP. The bank frontline employees’ engagement and customer-oriented behaviors, in turn, affected the bank’s branches’ financial performance, process performance and employee performance compared with the bank’s key competitors. Research limitations/implications This study highlights the value of empirically establishing how employee customer-oriented behaviors are affected by employee engagement as an integrative construct bringing together BP. Practical implications This study can help improve BP by increasing the frontline employees’ engagement and their customer-oriented behaviors. This study suggests that organizations using the findings of this study could effectively assess their frontline employees’ engagement and their customer-oriented behaviors and then plan for improving them. Social implications This study offers a customer-oriented initiative as a social responsibility to be considered by retail banks. In light of the social exchange theory, the banks valuing customer-oriented can provide employees with knowledge, skills, values and support to develop motivation and abilities to demonstrate customer-oriented organizational citizenship behaviors. Originality/value Previous studies demonstrated that the employees’ engagement affects their customer-oriented behaviors. In addition, studies have referred to the effect of employees’ customer-oriented behaviors on BP. However, to the best of the knowledge, key questions regarding how the employees’ engagement at the branch level fosters customer-oriented behaviors and, in turn, the bank’s branches’ BP, remain unanswered. Hence, this study contributes to the investigation of the mediating role of the frontline employees’ customer-oriented behaviors in the relationship between their engagement and branches’ BP in the retail banking sector.

Corporate reputation and retail bank selection: the moderating role of brand image

2019 ◽  
Vol 48 (2) ◽  
pp. 109-127 ◽  
Author(s):  
Bedman Narteh ◽  
Mahama Braimah
Keyword(s):  
Service Provider ◽  
Corporate Reputation ◽  
Structural Equation ◽  
Banking Sector ◽  
Brand Image ◽  
Retail Banking ◽  
Content Type ◽  
The Relationship ◽  
Moderating Role

Purpose Even though scholars have proposed multiple dimensions to measure corporate reputation, the relationship between these dimensions and service provider selection has received a dearth of research. Moreover, the moderating role of brand image on this relationship has hardly been considered. The purpose of this paper is to fill these gaps in the literature. Design/methodology/approach The study employed a quantitative approach, collecting data from 540 retail bank customers using surveys. Results were analyzed using structural equation modelling in AMOS. Findings The study found out that emotional engagement, corporate performance, customer centricism and service quality directly predicted customer selection of retail banks in Ghana. The results further indicated that brand image moderates the relationship between social and ethical engagement, which was not directly significant and bank selection. Practical implications The findings of the study indicate that some of the dimensions of corporate reputation have a direct impact on bank selection by customers, and that brand image could also be used to improve social and ethical dimension of corporate reputation to ensure bank selection by retail customers. The study thus provides practical guidelines for managing corporate reputation to achieve retail bank selection in Ghana. Originality/value The paper provides support to some of the prior studies on corporate reputation in the retail banking sector. Thus, the study provides useful insights into how corporate reputation can be managed to ensure service provider selection by retail bank customers.

scholarly journals Assessing the Relevance of Green Banking Practice on Bank Loyalty: The Mediating Effect of Green Image and Bank Trust

2019 ◽  
Vol 11 (17) ◽  
pp. 4651 ◽  
Author(s):  
Ibe-Enwo ◽  
Igbudu ◽  
Garanti ◽  
Popoola
Keyword(s):  
Structural Equation Modeling ◽  
Relationship Marketing ◽  
Structural Equation ◽  
Banking Sector ◽  
Retail Banking ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Sustainability Performance ◽  
Modeling Analysis ◽  
The Relationship

Studies that examine green banking practice from the relationship marketing perspective are limited. Bearing in mind the importance of loyalty to managers in the banking industry, and the increase in the call for greater sustainability performance from banking firms by customers, our study explore customers’ perception on green banking practice and its effect on bank loyalty. It also investigates the mediating effect of green image and bank trust in the relationship between green banking practice and bank loyalty. Through a quantitative survey, data for this study was adopted from 551 customers of the retail banking sector in North Cyprus. The structural equation modeling technique was used to test the relationship between the study variables. Results from the structural equation modeling analysis conducted indicated a direct and significant influence of green banking practice on green image, bank trust, and bank loyalty. Green image significantly affects bank trust and bank loyalty. No significant relationship exist between bank trust and bank loyalty. Green image mediates the relationship between green banking practice and bank loyalty, while bank trust does not mediate the relationship between green banking practice and bank loyalty.

Customers' perception of electronic service delivery in the UK retail banking sector

2006 ◽  
Vol 24 (7) ◽  
pp. 475-493 ◽  
Author(s):  
Essam E. Ibrahim ◽  
Matthew Joseph ◽  
Kevin I.N. Ibeh
Keyword(s):  
Service Delivery ◽  
Banking Sector ◽  
Retail Banking ◽  
Electronic Service ◽  
The Uk

scholarly journals Relationship between Customer Satisfaction and Customer Loyalty in the Retail Banking Sector of Ghana

2015 ◽  
Vol 11 (1) ◽  
pp. 249 ◽  
Author(s):  
Ernest Tweneboah-Koduah ◽  
Augustine Yuty Duweh Farley
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Age Groups ◽  
Retail Banking ◽  
Loyalty Programs ◽  
Significant Difference ◽  
Socio Economic Variables ◽  
Retail Banks ◽  
The Relationship

As competition intensifies in the Ghanaian retail banking sector, understanding the antecedents of customer loyalty is critical for effective design and implementation of loyalty programs to ensure customer loyalty and retention. The objective of this study is to examine relationship between the dimensions of customer satisfaction and customer loyalty, as well as the effects of socio-economic variables on customer loyalty in the retail banking sector of Ghana. Data were collected using questionnaire administered through personal interviews to 160 customers of retail banks in Ghana. Multiple regression, analysis of variance and one-sample t-test statistical methods were employed to examine the relationship between the independent and dependent variables. The study found assurance (knowledge and courtesy of employees and their ability to inspire trust and confidence) to be a significant driver of customer loyalty. The study also found a significant difference between age groups and customer loyalty. The study recommends that relationship managers give special consideration to such variables as Assurance and ‘Age groups’ when formulating strategies for developing customer loyalty in the retail banking sector of Ghana.

Service excellence in UK retail banking: customers’ perspectives of the important antecedents

2015 ◽  
Vol 33 (7) ◽  
pp. 904-921 ◽  
Author(s):  
Harjit Singh Sekhon ◽  
Dima Al-Eisawi ◽  
Sanjit Kumar Roy ◽  
Adrian Pritchard
Keyword(s):  
Financial Services ◽  
Service Sector ◽  
Banking Sector ◽  
Retail Banking ◽  
Banking Services ◽  
Content Type ◽  
Service Excellence ◽  
The Uk ◽  
Retail Banks ◽  
Practical Implications

Purpose – The purpose of this paper is to develop and tests a service excellence model, thus providing a detailed understanding of the key antecedents of service excellence, from a customer ' s perspective. The model presented in this paper is rooted in cross-disciplinary literature and tested amongst customers of UK retail banking services. Design/methodology/approach – Following a systematic approach to scale development, the paper draws on survey data from 260 consumers of retail banking products, with the data collected on national basis in the UK. Findings – The theoretical framework was evaluated using a structural approach. Of the hypothesised antecedents, innovation has the greatest impact on service excellence while reputation the least, as far as customers are concerned. Research limitations/implications – The research was limited to one research domain, i.e. UK retail banking, and thus it is reasonable to hypothesise that other aspects of service excellence will be more or less relevant for other types of financial services or in other geographic regions. Practical implications – Given the challenges faced by the retail banking sector, there are implications for practitioners because the authors identified the key antecedents of service excellence. The antecedents can be used by practitioners to help demonstrate excellence on their part and they could differentiate what are homogenous services at a time when the retail banks are going through a period of recovery following the crisis within the sector. Originality/value – This work complements the understanding of service excellence and provides insight for scholars and practitioners by modelling services for a specific service sector.

Open Banking: The Emergence of New Digital Business Models

2020 ◽  
Vol 17 (05) ◽  
pp. 2050033
Author(s):  
Boumediene Ramdani ◽  
Ben Rothwell ◽  
Elias Boukrami
Keyword(s):  
Financial Services ◽  
Business Models ◽  
Banking Sector ◽  
Retail Banking ◽  
Policy Makers ◽  
Innovation Activities ◽  
Digital Business Models ◽  
Innovation Analysis ◽  
The Uk ◽  
Shed Light

Open banking has recently been advanced as a measure to foster competition and innovation in the retail banking sector. Since its introduction in the UK, a number of banks have created new digital business models (BMs) that offer individuals and businesses access to more personalized financial services. Yet, it is still unclear what new entrants (smaller and newer banks) have done to potentially disrupt incumbents (larger and well-established banks). To shed light on the innovations in BMs that have been initiated by digital banks to move away from traditional retail banking BM, seven digital BMs operating in the UK financial sector were examined using the BM innovation analysis framework. Our findings suggest that innovation in the new digital BMs has been achieved by building on the existing retail banking activities, developing new digitally enabled activities, and leveraging open innovation activities. Implications of our findings for researchers, managers and policy makers will be outlined.

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