Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
How relationship attributes affect bank customers' saving
KTH, School of Architecture and the Built Environment (ABE).
KTH, School of Architecture and the Built Environment (ABE).ORCID iD: 0000-0001-7106-4827
2019 (English)In: International Journal of Bank Marketing, ISSN 0265-2323, E-ISSN 1758-5937, Vol. 37, no 1, p. 156-170Article in journal (Refereed) Published
Abstract [en]

Purpose: The purpose of this paper is to determine how three relational attributes – duration, context and trust – are subjectively perceived by bank customers, and how these affect their saving behavior, as defined by monthly flows to mutual funds and the financial products bought and held in stock. Design/methodology/approach: The authors use a combination of unique bank register and subjective survey data, and a structural equation model for theory development. Four constructs are developed to estimate the structural model, i.e. saving behavior, duration, context and trust. Findings: The authors find that all three relational attributes have positive effects on saving behavior. The authors also find that duration and context have the largest total effects, and that trust is a mediating variable channeling indirect effects from context and duration to saving behavior. Practical implications: One implication for bank managers is that it takes time and understanding of customer context to gain customer trust, but that this increases customer savings. Another implication is that the authors confirm that relational attributes can be studied using subjective measures in surveys, and that these have an effect on objective savings behavior. The findings provide an understanding that could develop both the customer’s value and the banks’ business opportunities. Originality/value: The impact of relationships between bank advisors and their customers in terms of costs and benefits has been studied, but a little research has focused on the attributes of the relationship and how these affect customers’ saving behavior. The study also uses unique objective bank register data, combined with customers’ subjective perceptions of the relationship.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2019. Vol. 37, no 1, p. 156-170
National Category
Economics and Business
Identifiers
URN: urn:nbn:se:kth:diva-246176DOI: 10.1108/IJBM-09-2017-0194ISI: 000488526000008Scopus ID: 2-s2.0-85053751042OAI: oai:DiVA.org:kth-246176DiVA, id: diva2:1296279
Note

QC 20190318

Available from: 2019-03-14 Created: 2019-03-14 Last updated: 2019-10-23Bibliographically approved

Open Access in DiVA

No full text in DiVA

Other links

Publisher's full textScopus

Search in DiVA

By author/editor
Eriksson, KentHermansson, Cecilia
By organisation
School of Architecture and the Built Environment (ABE)
In the same journal
International Journal of Bank Marketing
Economics and Business

Search outside of DiVA

GoogleGoogle Scholar

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 64 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf