Using the particular example of online banking services, we examine the effects of pricing strategies on the demand for different modes of online banking given that the market exhibits network externalities. Most literature concerning the economics of networks deals with a single durable good where, in a multi-period setting, the consumer decides whether or not to purchase the good. Once the de...

This paper aims to investigate customer perceptions of the concept of CRM and its relevance to customer satisfaction and loyalty in the UK retail banking industry. It also seeks to identify the critical factors that can impact on a consumer’s choice of bank. The main research instrument is a questionnaire. 240 questionnaires are randomly distributed. Two statistical modelling techniques namely ...

How to remain a trusted partner in a commoditised banking world Point of view to get there. together. 3 Point of view editorial Retail Banking: regaining customers' confidence How to remain a trusted partner in a commoditised banking world the current economic environment has highlighted just how significant a role retail banks play in our society. in the midst of the financial turmoil, retail ...

In this paper, customer satisfaction cues in retail banking services in Greece to be positioned in view of existing literature but also to be are examined. The study proposes an instrument of customer satisfaction differentiated in order to be able to adapt to different business that contains service quality and such other attributes as price, conveenvironments. This reflects the position of Br...

Clients are the vital artery of every industry and business. Maintaining these customers is one of the most important tasks of any business, especially banks.  The  specific needs  of  customers and  the increasing compe- tition in the banking services market have led banks to create structures that can respond flexibly to these needs. Obviously, one of the important points is that moving to th...

Clients are the vital artery of every industry and business. Maintaining these customers is one of the most important tasks of any business, especially banks.  The  specific needs  of  customers and  the increasing compe- tition in the banking services market have led banks to create structures that can respond flexibly to these needs. Obviously, one of the important points is that moving to th...

The study empirically tests a hierarchical second order model of customer perceived service quality for retail banking services with a first order model to develop better understanding of the structure of the concept. The results show that the service quality construct conforms to the structure of a second order factor model consisting of the dimensions of Service Delivery, Core Service, Tangib...

This paper gives an overview of e-government development in Estonia. The analysis incorporates both public sector initiatives and private sector developments which have contributed to the evolution of e-government. Private sector agents are seen as endogenous, not exogenous, in explaining e-government performance. Ultimately, the development of Internet banking by the private sector was fundame...