This paper seeks to develop our understanding of consumer attitudes towards bank delivery channels. Accordingly, a questionnaire was designed to obtain information about which delivery channels consumers had used when acquiring four types of financial service. This information was then...

Purpose – The purpose of the paper is to examine bank customer involvement and the importance of risk when contemplating the purchase of financial products. Design/methodology/approach – The paper is a discussion of the literature on customer involvement, risk and interaction forms the basis...

The various opportunities and strategies afforded to commercial banks by the advent of the Single Market in 1992 are identified and assessed. Proposed European financial legislation is outlined and the implications for commercial banks are examined. Particular emphasis is focused on the...

London Clearing Banks (LCBs) are currently endeavouring to improve their overall branch delivery system by adopting strategies which promote branches as marketing centres. This approach is necessary because of the substantial inherent disadvantages associated with the branch network. Branches...

Reports on empirical survey of six major players in the house mortgage market and determines elements of customer service that are indicative of both good and bad practice. Compares and contrasts the customer service of the financial institutions comprising the sample. Concludes by identifying a...

Having finally embraced the concept of marketing, banks enter the new millennium in a increasingly competitive and fragmented marketplace, consisting of financially literate consumers and direct low cost competition from recognised high street brand names. As customers increasingly interact with...

The paper uses a questionnaire and a theoretical model of bank‐customer interaction preferences as the basis for examining the perceptions of retail bank customers regarding the use of remote delivery channels and the extent to which they still value traditional branch‐based face‐to‐face...