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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Customer cross-buying behavior (CCBB) still represents a key marketing topic for professionals and academics. Marketing research identified several customer cross-buying determinants during the last few decades. However, some studies have pointed out that research remains silent about potential business cycles influences upon CCBB. Building on business cycles influences upon motivational orientations, this investigation extends previous literature on CCBB performing a longitudinal study on a ban...
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Past studies are still insufficient and have failed to fully explore the role of customer engagement in enhancing customer loyalty. This paper addresses this problem, aiming to find a better understanding of the impacts of customer engagement in retaining current customers and gaining new ones in the telecommunication sector. Quota sampling was used, with a total sample of 798, collected among both prepaid and postpaid customers in Thailand. Data were analyzed and tested using t-Test, EFA, CFA a...
The purpose of this research is to study the influence of self-service technologies (SST) on cross-buying and word-of-mouth. This study tests the direct impact of perceived usefulness and perceived ease of use on cross-buying and word-of-mouth. Further, this study also tests the mediating role of e-service quality for the aforementioned relationships. The study has been undertaken in the context of retail banking in an emerging market, India.,A cross-sectional survey research design was used to ...
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The changing scenario in the financial services has facilitated new and innovative practices in the industry. Bancassurance is one such practice that has allowed the banks to operate as the corporate agents of the insurance companies. The banks sell the insurance products for a fee based income. In India, the bancassurance as a distribution channel is evolving and in this context it is essential to understand the cross-buying intention of the customers of the bank. There are a variety of factors...
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Purpose The purpose of this paper is to examine the direct impact of proactive customer orientation (PCO) and responsive customer orientation (RCO) on word-of-mouth (WoM) and cross-buying (CB). Further, this study tests the mediating role of perceived value (PV) in the relationship between customer orientation (CO) (PCO and RCO) and WoM as well as CB in the context of retail banking in an emerging market, India. Design/methodology/approach The authors used cross sectional survey research design ...
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Apr 3, 2018·Journal of Marketing Channels
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AbstractThis study investigates the impacts of cross-buying behavior in an online shopping mall where customers can purchase from additional product categories from various independent stores. We f...
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Purpose The purpose of this paper is to determine the impact of an additional service on existing consumers’ usage of existing services from the same service provider. Research has often focused on marketers’ efforts to sell new offerings to existing customers. However, does the consumption of these new offerings by existing customers affect their usage of the firm’s existing services? This research examines this question in the context of a subscription service. Design/methodology/approach This...
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