Examining determinants of cross buying behaviour in retail banking

Published on Aug 26, 2015in International Journal of Quality & Reliability Management
· DOI :10.1108/IJQRM-11-2012-0148
Brian Tung2
Estimated H-index: 2
(University of Newcastle),
Jamie Carlson20
Estimated H-index: 20
(University of Newcastle)
Sources
Abstract
Purpose – The purpose of this paper is to examine the drivers of the customers’ cross-buying intentions for retail banking services in Hong Kong. Design/methodology/approach – The research model was developed based on literature and tested empirically among 269 customers of retail banks in Hong Kong. Structural equation modelling was used to test the system of relationships. Findings – The results indicate that the customers’ cross-buying intentions are primarily associated with image conflicts about the provider’s abilities to deliver high quality financial services from different activities and high levels of customer loyalty. Research limitations/implications – The research is limited to a single country focus of Hong Kong retail banking. The generalizibility of these findings is therefore limited to this context. Practical implications – The findings of the study have important implications for academicians in understanding what drives cross-buying behaviour as well as retail bank practitioners to hel...
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This article explores a formative, hierarchical model of relationship quality and its effects in the Hong Kong retail banking services sector. Data were collected from a survey of 269 customers and analyzed using structural equation modeling (SEM). The findings support the theoretical framework showing relationship quality impacts repurchase intention, cross-buying intention, recommendation behavior, and reduced switching behavior to competitor offerings. Further, a moderating effect of gender w...
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