Curtin University Homepage
  • Library
  • Help
    • Admin

    espace - Curtin’s institutional repository

    JavaScript is disabled for your browser. Some features of this site may not work without it.
    View Item 
    • espace Home
    • espace
    • Curtin Research Publications
    • View Item
    • espace Home
    • espace
    • Curtin Research Publications
    • View Item

    Key issues for bank-customer commitment and trust in an e-banking era

    Access Status
    Fulltext not available
    Authors
    Laksamana, Patria
    Wong, David
    Kingshott, Russel
    Muchtar, Fatimah
    Date
    2011
    Type
    Conference Paper
    
    Metadata
    Show full item record
    Citation
    Laksamana, P. and Wong, D. and Kingshott, R. and Muchtar, F. 2011. Key issues for bank-customer commitment and trust in an e-banking era, in C. K. Farn (ed), International Conference on Innovation and Management, Jul 12 2011. Kuala Lumpur, Malaysia: Electronic Business Management Society.
    Source Title
    Proceedings of the international conference on innovation and management
    Source Conference
    International Conference on Innovation and Management
    ISBN
    9789868489929
    URI
    http://hdl.handle.net/20.500.11937/61853
    Collection
    • Curtin Research Publications
    Abstract

    The competitive structure of the banking sector has evolved, and is now characterised by greater scope of competition from online banks, increased spatial distance brought about by the use of e-banking, a situation of near “perfect information” brought about by greater information sharing on web forums evaluating bank products, and a growing cohort of deal-oriented customers who may not want to be locked-in to any particular bank. While the constructs of commitment and trust have been widely applied in relationship marketing studies, the structural changes occurring in the banking sector have brought about the necessity of examining key issues that impact on long-term commitment in bank-customer relationships for the current context. Through solid fundamentals in social exchange theory and equity theory as well as logical arguments from previous research, we suggest examining the changing role of switching costs and social bonds in this new environment, and pose several questions that researchers need to address.

    Related items

    Showing items related by title, author, creator and subject.

    • Customer retention and cross-buying in premium banking services : the roles of switching costs and interaction quality
      Laksamana, Patria (2012)
      The emergence of e-banking and intense competition in premium banking services have essentially evolved the way banks have conventionally conducted their business and the way customers interact with banks. Consequently, ...
    • The Role of Interaction Quality and Switching Costs in Premium Banking Services
      Laksamana, Patria; Wong, David; Kingshott, Russel; Muchtar, Fatimah (2013)
      Purpose - This paper re-examines the commitment-trust model (Morgan and Hunt, 1994) in the context of premium banking services. Inline with Toncar and Munch (2010) we seek to develop an extension to the model because of ...
    • The impact of relational versus technological resources on e-loyalty: A comparative study between local, national and foreign branded banks
      Kingshott, Russel; Sharma, Piyush ; Chung, H. (2018)
      The emergence of online and mobile technologies has necessitated the need to re-examine the viability of relationship marketing in nurturing business-to-business service relationships. By drawing upon the resource-based ...
    Advanced search

    Browse

    Communities & CollectionsIssue DateAuthorTitleSubjectDocument TypeThis CollectionIssue DateAuthorTitleSubjectDocument Type

    My Account

    Admin

    Statistics

    Most Popular ItemsStatistics by CountryMost Popular Authors

    Follow Curtin

    • 
    • 
    • 
    • 
    • 

    CRICOS Provider Code: 00301JABN: 99 143 842 569TEQSA: PRV12158

    Copyright | Disclaimer | Privacy statement | Accessibility

    Curtin would like to pay respect to the Aboriginal and Torres Strait Islander members of our community by acknowledging the traditional owners of the land on which the Perth campus is located, the Whadjuk people of the Nyungar Nation; and on our Kalgoorlie campus, the Wongutha people of the North-Eastern Goldfields.