International Journal of Bank Marketing Impact Factor & Information

Publisher: MCB University Press, Emerald

Journal description

The International Journal of Bank Marketing aims to present the latest thinking, practice and research findings on issues of current or future concern to banking and financial services marketers. The focus of the journal is in the adoption and implementation of marketing management and planning, within both the personal and corporate financial sectors. Examining the adoption of new marketing strategies and its mix and research and critical analysis, make the journal an invaluable source for both academics and corporate practitioners worldwide. Articles published in the journal are subject to double blind peer reviewing to ensure its relevance and quality.

Current impact factor: 0.00

Impact Factor Rankings

Additional details

5-year impact 0.00
Cited half-life 0.00
Immediacy index 0.00
Eigenfactor 0.00
Article influence 0.00
Website International Journal of Bank Marketing website
Other titles International journal of bank marketing (Online), Bank marketing
ISSN 0265-2323
OCLC 45258829
Material type Document, Periodical, Internet resource
Document type Internet Resource, Computer File, Journal / Magazine / Newspaper

Publisher details


  • Pre-print
    • Author can archive a pre-print version
  • Post-print
    • Author can archive a post-print version
  • Conditions
    • Voluntary deposit by author of author's pre-print or author's post-print allowed on author's personal website or Institutional repository
    • If mandated by a funding agency, the author's post-print may be deposited in any open access repository after a 24 months embargo period
    • Author's pre-print and Author's post-print not allowed on subject-based repository
    • Must link to publisher version with DOI
    • Publisher's version/PDF cannot be used
    • Published source must be acknowledged with set statement
    • Non-commercial
    • Publisher last contacted on 02/04/2013
  • Classification
    ​ green

Publications in this journal

  • International Journal of Bank Marketing 01/2016;
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    ABSTRACT: Purpose – To map the existing patterns in the development of services innovations in financial institutions. Design/methodology/approach – The data come from a dedicated survey of banks located in Luxembourg. Executives and innovation managers reported on banks’ innovation processes for the period of 2010-2012. Findings – The study unveils four patterns of new service development processes (NSD). The problem-driven pattern starts with problem definition and represents a bank’s response to an issue. The proactivity-driven pattern commences with idea generation to explore a variety of alternatives. The market-driven pattern emphasises a profit rationale and starts with a business analysis. The strategy-driven pattern frames idea generation within the scope of business goals and starts with the development of a service concept. Most banks keep a balance between being open and closed to cooperation with external partners in the innovation process. Service concept development is the stage most open to the cooperation for innovation, while introduction to a market is the opposite. Practical implications – Banks adopt different approaches to the innovation process in order to pursue their innovation goals. Practitioners may use this knowledge in order to re-think the way they innovate. Originality/value – The unveiled mapping of NSD processes contributes to our understanding of the innovation in financial services. The findings will be valuable for innovation managers, scholars, and students.
    International Journal of Bank Marketing 01/2016;
  • International Journal of Bank Marketing 12/2015; Forthcoming.
  • International Journal of Bank Marketing 10/2015; 33(7):944-962. DOI:10.1108/IJBM-01-2015-0014
  • International Journal of Bank Marketing 09/2015; 33(6). DOI:10.1108/IJBM-02-2015-0024?journalCode=ijbm
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    ABSTRACT: Complex decision-making is often supported not by single messages but by multichannel communication packages that need to be evaluated in their own right. This paper presents a new analytic approach to this package evaluation task combining textual analysis, functional analysis and Media Synchronicity Theory. The authors combine textual analysis, functional analysis and Media Synchronicity and demonstrate this in a single case analysis of a multichannel communication package offering mortgage information. When applied to a mortgage communication package for consumers, the evaluation reveals significant problems concerning the contents and timing of mortgage information and the channels chosen to convey it. This paper outlines a new direction for evaluating multichannel consumer information, in that it does not focus on user channel preferences but on channel requirements stemming from the communicative task to be performed. This paper enables designers to optimize the design of multichannel communication packages and its individual components to support customer’s decision-making processes with regards to complex products. Research into effective multichannel communication within Marketing is in its infancy. This paper offers a new perspective by focusing on channel requirements stemming from the communicative task rather than consumers' channel preferences.
    International Journal of Bank Marketing 09/2015; 33(6). DOI:10.1108/IJBM-12-2014-0173
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    ABSTRACT: Purpose – The purpose of this paper is to conduct a cross-disciplinary review of the literature on financial exclusion in order to provide a place where one could have a bird’s eye view of the academic activities that have been happening in the area. Design/methodology/approach – As a literature review, no specific methodology is required. Findings – Researchers in economic geography and urbanization seem to have contributed significantly to the growing literature on financial exclusion. The persistence of the problem despite efforts to combat it calls for innovative thinking on the part of marketing scholars and financial institutions on how to serve the unbanked. Research limitations/implications – The review identifies gaps in the state of current research and provides direction for future research. Practical implications – The study identifies gaps in the literature and provides directions for future research. Social implications – As a literature review, there is only an indirect social implications in the sense that the studies reviewed could be used to impact people’s lives. Originality/value – As a literature review, originality is not an applicable criterion, however, the study provides value to the reader by bringing together disparate studies at one place and by pointing out gaps in the current state of research.
    International Journal of Bank Marketing 07/2015; 33(5):654-668. DOI:10.1108/IJBM-09-2014-0134
  • International Journal of Bank Marketing 07/2015; 33(5):637-653. DOI:10.1108/IJBM-06-2014-0081
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    ABSTRACT: Purpose – The purpose of this paper is to discuss how regulatory environment can be a fundamental constraint or lever in defining the scope of operations of a social innovation. Design/methodology/approach – Semi-structured interviews with top-level executives of pioneersof crowdfunding were run in India and France, two of the three leading countries in this field. Findings – Four main issues rise: choice of legal status, constraints for the operations model, compliance with anti-money laundering measures and challenges in marketing and sustainability. Originality/value – This paper contributes to knowledge advancement in the field of this new funding actor that could challenge the banking system. This is the first paper to explore these regulatory issues and their impact on marketing practices.
    International Journal of Bank Marketing 07/2015; 33(5):624-636. DOI:10.1108/IJBM-06-2014-0080
  • International Journal of Bank Marketing 07/2015; 33(5):605-623. DOI:10.1108/IJBM-06-2014-0065
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    ABSTRACT: Purpose – The purpose of this paper is twofold: to examine the plight of a particular segment of the poor – the working poor – in the USA relative to their exclusion from traditional financial markets and their patronage of the payday loan market; and to propose a framework that offers guidance to law makers in making laws/crafting policies that help the working poor gain better access to credit.Design/methodology/approach – This is a conceptual paper that reviews the literature on the payday loan market and uses its findings to propose a strategy to ameliorate the plight of the working poor. Findings – The study integrates the findings of studies on the payday loan market with theories of corporate social responsibility. Using these findings the authors develop a framework that can guide policy makers in making policies that address the exclusion of the working poor from financial markets. Research limitations/implications – As a conceptual paper based on theories, the study does not provide empirical validation. The paper develops a framework that could guide policy makers as they consider legislation to address the financial exclusion of the poor, particularly with regard to payday loans. Practical implications – The paper proposes a policy framework to solve the “debt treadmill” problems of the working poor. Social implications – The consequent improvement of the financial conditions of the working poor improves society in general. Originality/value – To the best of the knowledge, this is the first marketing paper that has proposed a structural framework to address the exclusion of the working poor from the credit markets.
    International Journal of Bank Marketing 07/2015; 33(5):592-604. DOI:10.1108/IJBM-11-2014-0164
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    ABSTRACT: Purpose – The purpose of this paper is twofold: to empirically analyse how customer corporate social responsibility (CSR) perceptions impact on the perceived service quality (PSQ)-loyalty relationship in the banking industry of Pakistan; and to evaluate the mediating role of customer trust in that model. Design/methodology/approach – Based on a field survey of 408 customers of five different banks of Pakistan, the hypothesized model is tested through partial least squares based structural equation modelling. Findings – The findings demonstrate that banking customers in Pakistan recognise CSR as a multidimensional construct that serves as a direct determinant of PSQ, trust, repurchase and word of mouth (WOM) intentions. PSQ also influences customer trust directly and positively and trust has a direct and positive impact on repurchase and WOM intentions. On the contrary, PSQ does not influence repurchase and WOM intentions directly. Its effect is mediated by customer trust. Practical implications – Contrary to the previous mixed findings reported in the literature, this research confirms the explicit contribution of CSR towards customer perceptions and intentions in the context of the banking industry. The findings suggest that banking companies should take great care over preparing their CSR initiatives and include them in their marketing plans in order to improve customer loyalty intentions. In this way, CSR can enhance PSQ and customer trust, which are two key constructs in the loyalty model proposed in this paper. Originality/value – The originality of the paper lies in the context in which the research was developed. The banking industry of Pakistan had not previously been extensively researched. The proposal for a comprehensive model that evaluates the role of customer trust is another key contribution of the paper. Previous research has not extensively studied the role of trust in loyalty models that evaluate CSR perceptions along with PSQ.
    International Journal of Bank Marketing 06/2015; 33(4):471-493. DOI:10.1108/IJBM-07-2014-0097
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    ABSTRACT: Purpose – The purpose of this paper is to investigate the role of Islamic beliefs in moderating consumers’ attitudes and purchase intentions of conventional and Islamic life insurance. Second, it investigates the role of Islamic beliefs in moderating the relationship between the attitude toward conventional/Islamic life insurance and purchase intentions of these types of services. Design/methodology/approach – A questionnaire was administered online in a Muslim liberal country where both types of insurance are offered. Based on a total sample of 207 responses, ANOVA tests and a structural Equation Modeling were used to test the research hypotheses. Findings – Results show that: the higher (lower) the Islamic beliefs of individuals, the less (more) favorable their attitude will be toward conventional life insurance and the more (less) favorable their attitude will be toward Islamic life insurance; the higher (lower) the Islamic beliefs of individuals, the weaker (stronger) their purchase intentions for conventional life insurance will be and the stronger (weaker) their purchase intentions for Islamic life insurance will be; and Islamic beliefs moderate the relationships between attitudes and purchase intentions of life insurance. Practical implications – Because they play a significant role in moderating consumers’ attitudes and purchase intentions of conventional and Islamic life insurance, Islamic beliefs can be used as a meaningful criterion to segment the life insurance markets in (less conservative) Muslim countries. This would help insurance companies to better target their services. In a case where two segments coexist (i.e. individuals scoring low on Islamic beliefs vs individuals scoring high on Islamic beliefs), insurers should weigh different strategic options by targeting one of the two segments or both of them. Perhaps the main issue occurs when an insurer attempts to target both segments. In this case, managers should be aware of the confusion that they might create in the mind of their clients (or potential clients). Concurrently offering two types of life insurance (conventional and Islamic) may put the insurers’ credibility at stake. Originality/value – Earlier studies report that in Muslim countries, the demand for life insurance is weak or negatively correlated with religion. The majority of these studies consider religion as a macro indicator (i.e. at the country level) when explaining the demand for such services. The present study further clarifies the nature of the relationship between religion and the demand for life insurance by: examining the role of Islamic beliefs (as one of the main dimensions of Muslims’ religiosity) at the micro level (i.e. at the consumer level); and investigating the moderating role of Islamic beliefs in explaining attitudes and purchase intentions of conventional and Islamic life insurance in a less conservative Muslim country.
    International Journal of Bank Marketing 06/2015; 33(4):423-441. DOI:10.1108/IJBM-01-2014-0016
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    ABSTRACT: Purpose – The purpose of this paper is to examine the extent to which service quality, perceived price and fairness and service convenience influence customer satisfaction and customer loyalty for Indian retail banking sector. It further explores the role of customer satisfaction as mediating variable between service quality dimensions, perceived price and fairness, service convenience dimensions and customer loyalty. Design/methodology/approach – A cross-sectional research on 445 retail banking customers through questionnaire is conducted. Population of study is valued retail urban customers of banks in Rajasthan, India, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one information technology-based services. Responses are analyzed using factor analyses and regression analyses. Findings – Results reveal that service quality dimensions, perceived price and fairness and service convenience dimensions have positive impact on customer satisfaction and customer loyalty. Moreover, customer satisfaction acts as mediating variable between its antecedents and customer loyalty. Research limitations/implications – This study has taken into account a specific category of retail banking customers. Thus, it limits generalization of results to other banking population. Practical implications – This study explains the importance of customer satisfaction for achieving customer loyalty for Indian retail banking sector. Originality/value – The paper underlines the importance of customer satisfaction for achieving customer loyalty. Impact of SERVCON dimensions on customer loyalty is found rare in literature.
    International Journal of Bank Marketing 06/2015; 33(4):404-422. DOI:10.1108/IJBM-04-2014-0048
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    ABSTRACT: Purpose – Little is known about the adoption of mobile banking technologies in emerging Asian economies. The purpose of this paper is to empirically examine the motivators that influence a consumer’s intentions to use mobile banking. Design/methodology/approach – A web-based survey was employed to collect data from 348 respondents, split across Thailand and Australia. Data were analysed by employing exploratory and confirmatory factor analyses, path and invariance analyses. Findings – The findings indicate that for Australian consumers, perceived ease of use, perceived usefulness (PU) and perceived risk (PR) were the primary determinants of mobile banking adoption. For Thai consumers, the main factors were PU, PR and social influence. National culture was found to impact key antecedents that lead to adoption of m-banking. Research limitations/implications – The actual variance explained by the study’s model was higher in Australia (59.3 per cent) than for Thailand (23.8 per cent), suggesting future research of m-banking adoption in emerging Asian cultures. Practical implications – The authors identify the important factors consumers consider when adopting m-banking. The findings of this research give banking organisations a foundational model that can be used to support m-banking implementation. Originality/value – The study is perhaps the first to examine and compare the intention to adopt m-banking across Thai and Australian consumers, and responds to calls for additional research that generalises m-banking and m-services acceptance across cultures. This study has proposed and validated additional constructs that are not present in the original SST Intention to Use model.
    International Journal of Bank Marketing 06/2015; 33(4):545-570. DOI:10.1108/IJBM-07-2014-0100
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    ABSTRACT: Purpose – Even though personal values are considered an important variable in consumer studies, rarely has it been related to customer loyalty, especially in the banking context and considering the different loyalty phases. Hence, the purpose of this paper is to investigate the influence of personal values on loyalty phases in the private banking industry, taking into account the moderating influence of demographic variables. Design/methodology/approach – After developing a theoretical framework based on the relevant literature, a research model is proposed and empirically tested with data from a survey with 891 bank customers from Brazil. Hypotheses ofmoderation were tested using structural equation modelling technique. Findings – Results suggested that customers that place more importance on growth and achievement as personal values are less loyal to their bank, considering all four stages of loyalty. Moreover, this effect was more pronounced for female, older and high-income consumers, supporting the moderating effect of these demographic variables. Research limitations/implications – One of the limitations was that the sample was not probabilistic. To compensate this issue, the authors have used the approach of splitting the sample and use one for calibration and other for estimation. Another limitation was the small subgroups of high and low education, which might be responsible for the nonsignificant finding, due to low statistical power in the z-test. Future studies should consider using quota samples in order to have sample size greater than 150 cases in each category of variables such as age, education and income. Practical implications – This study emphasizes the relevance of personal values, especially the dimensions of growth/achievement and security/social affiliation, and demographic variables when considering customers’ loyalty in the private banking industry. Managers should give different treatment for customers in distinct loyalty stages and with different demographics, thus increasing the customer orientation and segmentation efficacy. Originality/value – The study tests a theoretical model that analyses the influence of two dimensions of personal values on loyalty, with originality on the loyalty phases (from cognitive to action) and the contingent effect of demographic variables, such as gender, age, education and income. Moreover, the model is tested in a sample of private banking customers from an emerging market, i.e., Brazil.
    International Journal of Bank Marketing 06/2015; 33(4):1-15. DOI:10.1108/IJBM-06-2014-0082
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    ABSTRACT: Purpose – The purpose of this paper is to investigate the Jordanian accountant’s behavioral intention of using the Internet Banking services to focus on the perceptions of the users in terms of usefulness and ease of use of Internet Banking, besides the privacy of using this dynamic technology for meeting their banking requirements. Design/methodology/approach – The questionnaire on Internet Banking was specifically designed and used to survey a randomly selected sample of Jordanian accountants from the web site of the Jordan Association of Certified Public Accountants and 298 usable responses were obtained. The data were analyzed using SPSS and AMOS (structural equation modeling). Findings – The results of this analysis support the extended Technology Acceptance Model (TAM) as well as confirm its robustness for predicting the behavioral intention of the adoption of Internet Banking by the Jordanian chartered accountants. Research limitations/implications – During a period when quick changes are taking place, new technologies are entering the market every day, resulting in a cross-sectional study which cannot be generalized perfectly. Practical implications – The findings offered useful information for the bank management in order to formulate marketing strategies for Internet Banking. Originality/value – This study has contributed to the literature available as it formulated and validated an extended TAM for predicting the adoption of Internet Banking.
    International Journal of Bank Marketing 06/2015; 33(4):510-529. DOI:10.1108/IJBM-03-2014-0043
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    ABSTRACT: Purpose – The purpose of this paper is to classify service quality elements using Kano’s two-way quality model in terms of their instrumentality to customer satisfaction. Design/methodology/approach – Service quality attributes as borrowed from the literature are classified into attractive, one dimensional, and must-be quality elements. Combinations of participants’ response to the functional and dysfunctional questions formed around each service quality element in the Kano evaluation table were instrumental in categorizing service quality elements. Customer satisfaction index in the form of satisfaction increment index (SII) and the dissatisfaction decrement index (DDI) is calculated for each of the quality attributes and service quality dimensions. Findings – Out of the 15 service quality elements two are attractive quality, six are one-dimensional quality, and seven are found to be of must-be quality. No attribute can be identified as indifferent quality or reverse quality. The convenience dimension and the operating hours attribute list on top in terms of satisfaction increment index score. The reliability dimension and the courteousness attribute list on top in terms of dissatisfaction decrement index score. Practical implications – The findings help the marketer to prioritize improvement of service quality elements and/or dimensions to satisfy customers. Originality/value – The paper develops an integrated approach to facilitate marketers identify which of the service quality elements and/or dimensions require attention to strategize effectively in order to achieve a competitive advantage in the marketplace.
    International Journal of Bank Marketing 06/2015; 33(4):457-470. DOI:10.1108/IJBM-02-2014-0029