An empirical investigation of the relative effect of trust and switching costs on service loyalty in the UK retail banking industry

2011 ◽  
Vol 16 (2) ◽  
pp. 101-110 ◽  
Author(s):  
Dahlia El-Manstrly ◽  
Robert Paton ◽  
Cleopatra Veloutsou ◽  
Luiz Moutinho
Keyword(s):  
Empirical Investigation ◽  
Switching Costs ◽  
Banking Industry ◽  
Relative Effect ◽  
Retail Banking ◽  
Service Loyalty ◽  
The Uk

A study on trust restoration efforts in the UK retail banking industry

2020 ◽  
Vol 52 (1) ◽  
pp. 100871
Author(s):  
Shakeel Ahmed ◽  
Kenbata Bangassa ◽  
Saeed Akbar
Keyword(s):  
Banking Industry ◽  
Retail Banking ◽  
The Uk

Infantilized Adults or Confident Consumers? Enterprise Discourse in the UK Retail Banking Industry

Organization ◽  
2008 ◽  
Vol 15 (3) ◽  
pp. 407-425 ◽  
Author(s):  
Ajit Nayak ◽  
Antony Beckett
Keyword(s):  
Banking Industry ◽  
Retail Banking ◽  
The Uk

scholarly journals An Empirical Investigation of the Regulatory and Non-Regulatory Challenges of the UK Islamic Retail Banking

2020 ◽  
Vol 10 (02) ◽  
Author(s):  
Abdelhafid Benamraoui ◽  
Elias Boukrami ◽  
Carl Dafgard ◽  
Yusuf Karbhari
Keyword(s):  
Empirical Investigation ◽  
Retail Banking ◽  
The Uk ◽  
Regulatory Challenges

scholarly journals An Assessment of the Independent Commission on Banking's Recommendations

2011 ◽  
Vol 218 ◽  
pp. F4-F12 ◽  
Author(s):  
Angus Armstrong
Keyword(s):  
Financial Stability ◽  
Banking Industry ◽  
Banking System ◽  
Retail Banking ◽  
Key Issues ◽  
The Government ◽  
Set Up ◽  
Litmus Test ◽  
The Uk ◽  
Independent Commission

The government set up the Independent Commission on Banking (ICB) to consider structural and non-structural measures to promote stability and competition in the UK banking system. They have produced a comprehensive assessment covering some of the key issues facing the banking industry. The ICB's three core recommendations are: a ring-fence to separate retail and wholesale banking activities; banks are required to have more lossabsorbing capital; and greater competition in retail banking markets. In some respects, the recommendations are a step back towards an earlier time of compartmentalised banking. The litmus test is whether they deliver a similar period of financial stability and economic growth.

A comprehensive hierarchical model of retail banking

2017 ◽  
Vol 35 (4) ◽  
pp. 662-684 ◽  
Author(s):  
Juhaida Abu Bakar ◽  
Michael Daniel Clemes ◽  
Kathryn Bicknell
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Hierarchical Model ◽  
Switching Costs ◽  
Banking Industry ◽  
Perceived Value ◽  
Retail Banking ◽  
Corporate Image ◽  
Content Type ◽  
Behavioural Intentions

Purpose The purpose of this paper is to develop and test a comprehensive hierarchical model of behavioural intentions in the Malaysian retail banking industry. Design/methodology/approach The data were analysed using EFA, CFA and structural modelling. Findings The findings illustrate that customer satisfaction is the most important determinant of behavioural intentions, followed by switching costs, corporate image and perceived value. Service quality is indirectly related to behavioural intentions and customer satisfaction mediates the relationship between the two constructs. Customer satisfaction is strongly influenced by service quality, corporate image and perceived value. Service quality is also an antecedent of perceived value, corporate image and switching costs. The empirical results also support a hierarchical and multidimensional approach for conceptualising and measuring customers’ perceptions of service quality. Research limitations/implications The comprehensive hierarchical model developed in this research can be used as framework for additional studies on the banking industry. Practical implications The findings provide Malaysian bank managers with empirically-based insights into behavioural intentions and offer guidelines for assessing and improving service quality. Originality/value This is the first study that uses comprehensive hierarchical modelling to synthesise the effects of service quality, customer satisfaction, perceived value, corporate image and switching costs on the behavioural intentions of retail bank customers.

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