- Abikari, M., P. Öhman, and D. Yazdanfar. 2022. Negative emotions and consumer behavioral intention to adopt emerging e-banking technology. Journal of Financial Services Marketing. https://doi.org/10.1057/s41264-022-00172-x .
Paper not yet in RePEc: Add citation now
- AbuShanab, E., and J.M. Pearson. 2007. Internet banking in Jordan: The unified theory of acceptance and use of technology (UTAUT) perspective. Journal of Systems and Information Technology 9 (1): 78–97.
Paper not yet in RePEc: Add citation now
- Agidi, R.C. 2018. Biometrics: The future of banking and financial service industry in Nigeria. International Journal of Electronics and Information Engineering 9 (2): 91–105.
Paper not yet in RePEc: Add citation now
- Al-Salim, M.I.A. 2018. A closer look at the relationship of entry-level bank employees’ leadership attributes and customer satisfaction. Journal of Financial Services Marketing 23 (2): 91–103. https://doi.org/10.1057/s41264-018-0047-8 .
Paper not yet in RePEc: Add citation now
Albort-Morant, G., C. Sanchís-Pedregosa, and J.R. Paredes. 2022. Online banking adoption in Spanish cities and towns Finding differences through TAM application. Economic Research-Ekonomska Istraživanja 35 (1): 854–872.
Ali, Q., S. Parveen, H. Yaacob, and Z. Zaini. 2021. Cardless banking system in Malaysia: An extended TAM. Risks 9 (2): 41.
- Ananda, S., and S. Devesh. 2017. Service quality dimensions and customer satisfaction: Empirical evidence from the retail banking sector in Oman. Total Quality Management & Business Excellence. https://doi.org/10.1080/14783363.2017.1393330 .
Paper not yet in RePEc: Add citation now
- Ananda, S., R.P. Kumar, and D. Singh. 2022. A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector. Journal of Financial Services Marketing. https://doi.org/10.1057/s41264-022-00160-1 .
Paper not yet in RePEc: Add citation now
Ananda, S., S. Devesh, and A.M. Al Lawati. 2020. What factors drive the adoption of digital banking? An empirical study from the perspective of Omani retail banking. Journal of Financial Services Marketing 25 (1–2): 14–24.
- Ashraf, A.R., N. Thongpapanl, and S. Auh. 2014. The application of the technology acceptance model under different cultural contexts: The case of online shopping adoption. Journal of International Marketing 22 (3): 68–93. https://doi.org/10.1509/jim.14.0065 .
Paper not yet in RePEc: Add citation now
Aslam, W., I.R. de Luna, M. Asim, and K. Farhat. 2023. Do the preceding self-service technologies influence mobile banking adoption? IIM Kozhikode Society and Management Review 12 (1): 50–66. https://doi.org/10.1177/22779752211073552 .
- Banu, A.M., N.S. Mohamed, and S. Parayitam. 2019. Online banking and customer satisfaction: Evidence from India. Asia-Pacific Journal of Management Research and Innovation 15 (1–2): 68–80.
Paper not yet in RePEc: Add citation now
- Barbu, C.M., D.L. Florea, D.C. Dabija, and M.C.R. Barbu. 2021. Customer experience in Fintech. Journal of Theoretical and Applied Electronic Commerce Research 16 (5): 1415–1433.
Paper not yet in RePEc: Add citation now
- Baron, R.M., and D.A. Kenny. 1986. The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology 51 (6): 1173.
Paper not yet in RePEc: Add citation now
- Berman, S. 2012. Digital transformation: Opportunities to create new business models. Strategy and Leadership 40 (2): 16–24.
Paper not yet in RePEc: Add citation now
Bhattacharyya, S.S., A. Sahay, A. Sahay, and A. 2022. The Quest for Competitive Advantage: The Role of Technology Depth and Breadth at the Customer Interface. Vikalpa: the Journal for Decision Makers 47 (4): 274–287. https://doi.org/10.1177/02560909221140257 .
- Bowden, J.L.H. 2009. The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice 17 (1): 63–74.
Paper not yet in RePEc: Add citation now
- Brennen, J.S., and D. Kreiss. 2016. Digitalization. In The international encyclopedia of communication theory and philosophy, ed. K.B. Jensen, R.T. Craig, J.D. Pooley, and E.W. Rothenbuhler, 556–566. Chichester: John Wiley & Sons Inc.
Paper not yet in RePEc: Add citation now
- Brodie, R.J., L.D. Hollebeek, B. Jurić, and A. Ilić. 2011. Customer engagement. Journal of Service Research 14 (3): 252–271. https://doi.org/10.1177/109467051141170 .
Paper not yet in RePEc: Add citation now
Carlson, J., A. O’Cass, and D. Ahrholdt. 2015. Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination. Journal of Retailing and Consumer Services 27: 90–102.
- Chandrashekaran, M., K. Rotte, S.S. Tax, and R. Grewal. 2007. Satisfaction strength and customer loyalty. Journal of Marketing Research 44 (1): 153–163.
Paper not yet in RePEc: Add citation now
- Chang, H.H. 2008. Intelligent agent’s technology characteristics applied to online auctions’ task: A combined model of TTF and TAM. Technovation 28 (9): 564–577.
Paper not yet in RePEc: Add citation now
- Chen, X., S.M. Dahlgaard-Park, and D. Wen. 2019. Emotional and rational customer engagement: Exploring the development route and the motivation. Total Quality Management and Business Excellence 30: 141–157.
Paper not yet in RePEc: Add citation now
- Coase, R.H. 1937. The nature of the firm. Economica 4 (16): 386–405.
Paper not yet in RePEc: Add citation now
- D’Souza, C. 2004. Ecolabel programs: A stakeholder (consumer) perspective. Corporate Communications: An International Journal 9 (3): 179–188.
Paper not yet in RePEc: Add citation now
- Davis, F. D. 1993. User acceptance of information technology: system characteristics, user perceptions and behavioral impacts. International Journal of Man-machine Studies 38(3): 475–487.
Paper not yet in RePEc: Add citation now
Davis, F.D., R.P. Bagozzi, and P.R. Warshaw. 1989. User acceptance of computer technology: A comparison of two theoretical models. Management Science 35 (8): 982–1003.
- Dong, X., Y. Chang, Y. Wang, and J. Yan. 2017. Understanding usage of Internet of Things (IOT) systems in China: Cognitive experience and affect experience as moderator. Information Technology and People 30 (1): 117–138.
Paper not yet in RePEc: Add citation now
- Donnelly, M. 2009. Building customer loyalty: a customer experience based approach in a tourism context (Doctoral dissertation, Waterford Institute of Technology).
Paper not yet in RePEc: Add citation now
Dwivedi, Y.K., E. Ismagilova, D.L. Hughes, J. Carlson, R. Filieri, J. Jacobson, and Y. Wang. 2021. Setting the future of digital and social media marketing research: Perspectives and research propositions. International Journal of Information Management 59: 102168. https://doi.org/10.1016/j.ijinfomgt.2020.102168 .
- Eriksson, K., K. Kerem, and D. Nilsson. 2005. Customer acceptance of Internet banking in Estonia. International Journal of Bank Marketing 23 (2/3): 200–216.
Paper not yet in RePEc: Add citation now
- Esposito De Falco, S., A. Renzi, B.B. Orlando, and N. Cucari. 2017. Open collaborative innovation and digital platforms. Production Planning and Control 28 (16): 1344–1353.
Paper not yet in RePEc: Add citation now
Fortes, N., and P. Rita. 2016. Privacy concerns and online purchasing behavior: Towards an integrated model. European Research on Management and Business Economics 22 (3): 167–176.
- George, A., and G.G. Kumar. 2013. Antecedents of customer satisfaction in internet banking: Technology acceptance model (TAM) redefined. Global Business Review 14 (4): 627–638.
Paper not yet in RePEc: Add citation now
- Ghani, A.M., S. Rahi, N.M. Yasin, and F.M. Alnaser. 2017. Adoption of internet banking: Extending the role of technology acceptance model (TAM) with e-customer service and customer satisfaction. World Applied Sciences Journal 35 (9): 1918–1929.
Paper not yet in RePEc: Add citation now
- Giovanis, A., C. Assimakopoulos, and C. Sarmaniotis. 2019. Adoption of mobile self-service retail banking technologies: The role of technology, social, channel and personal factors. International Journal of Retail & Distribution Management 47 (9): 894–914.
Paper not yet in RePEc: Add citation now
- Gokmenoglu, K.K., and A. Amir. 2021. The impact of perceived fairness and trustworthiness on customer trust within the banking sector. Journal of Relationship Marketing 20 (3): 241–260.
Paper not yet in RePEc: Add citation now
Gomber, P., J.A. Koch, and M. Siering. 2017. Digital finance and FinTech: Current research and future research directions. Journal of Business Economics 87 (5): 537–580.
- Gunawardane, G. 2022. Enhancing customer satisfaction and experience in financial services: A survey of recent research in financial services journals. Journal of Financial Services Marketing 28 (2): 255–269. https://doi.org/10.1057/s41264-022-00148-x .
Paper not yet in RePEc: Add citation now
- Gupta, K., and N. Arora. 2019. Investigating consumer intention to accept mobile payment systems through unified theory of acceptance model: An Indian perspective. South Asian Journal of Business Studies 9 (1): 88–114. https://doi.org/10.1108/SAJBS-03-2019-0037 .
Paper not yet in RePEc: Add citation now
- Gustafsson, A., M.D. Johnson, and I. Roos. 2005. The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing 69 (4): 210–218. https://doi.org/10.1509/jmkg.2005.69.4.210 .
Paper not yet in RePEc: Add citation now
- Hair, J.F., W.C. Black, B.J. Babin, R.E. Anderson, and R.L. Tatham. 1998. Multivariate data analysis. Uppersaddle River. Multivariate Data Analysis Upper Saddle River 5 (3): 207–219.
Paper not yet in RePEc: Add citation now
- Hapsari, R., M.D. Clemes, and D. Dean. 2017. The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty. International Journal of Quality and Service Sciences 9 (1): 21–40. https://doi.org/10.1108/ijqss-07-2016-0048 .
Paper not yet in RePEc: Add citation now
Ho, S.P.S., and A. Wong. 2023. The role of customer personality in premium banking services. Journal of Financial Services Marketing 28 (2): 285–305.
- Horne, R.E. 2009. Limits to labels: The role of eco-labels in the assessment of product sustainability and routes to sustainable consumption. International Journal of Consumer Studies 33 (2): 175–182.
Paper not yet in RePEc: Add citation now
- Hu, L., and P.M. Bentler. 1999. Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling 6 (1): 1–55. https://doi.org/10.1080/10705519909540118 .
Paper not yet in RePEc: Add citation now
Kapoor, K.K., Y.K. Dwivedi, and M.D. Williams. 2015. IRCTC mobile ticketing adoption in an Indian context. International Journal of Indian Culture and Business Management 11 (2): 155–183.
Karim, R.A., F.A. Sobhani, M.K. Rabiul, N.J. Lepee, M.R. Kabir, and M.A.M. Chowdhury. 2022. Linking fintech payment services and customer loyalty intention in the hospitality industry: The mediating role of customer experience and attitude. Sustainability 14 (24): 16481. https://doi.org/10.3390/su142416481 .
Kaur, S.J., L. Ali, and M.K. Hassan. 2021. Adoption of digital banking channels in an emerging economy: Exploring the role of in-branch efforts. Journal of Financial Services Marketing 26: 107–121.
- Kesharwani, A., and S.S. Bisht. 2012. The impact of trust and perceived risk on internet banking adoption in India. International Journal of Bank Marketing 30 (4): 303–322.
Paper not yet in RePEc: Add citation now
Kim, Y.G., and G. Li. 2009. Customer satisfaction with and loyalty towards online travel products: A transaction cost economics perspective. Tourism Economics 15 (4): 825–846.
- Koenig-Lewis, N., A. Palmer, and A. Moll. 2010. Predicting young consumers’ take up of mobile banking services. International Journal of Bank Marketing 28 (5): 410–432.
Paper not yet in RePEc: Add citation now
- KPMG. 2018. Fintech in India-powering a digital economy. Retreived from https://community.nasscom.in/wpcontent/uploads/attachment/kpmg-fintech-report.pdf .
Paper not yet in RePEc: Add citation now
- Kumar, K.N., and P.R. Balaramachandran. 2018. Robotic process automation-a study of the impact on customer experience in retail banking industry. Journal of Internet Banking and Commerce 23 (3): 1–27.
Paper not yet in RePEc: Add citation now
- Kumar, V., and A. Pansari. 2016. Competitive advantage through engagement. Journal of Marketing Research 53 (4): 497–514.
Paper not yet in RePEc: Add citation now
Laukkanen, T. 2016. Consumer adoption versus rejection decisions in seemingly similar service innovations: The case of the Internet and mobile banking. Journal of Business Research 69: 2432–2439.
- Lee, Y., and K. Kozar. 2008. An empirical investigation of antispyware software adoption: A multi-theoretical perspective. Information Management 45 (2): 109–119.
Paper not yet in RePEc: Add citation now
- Liang, T.P., and J.S. Huang. 1998. An empirical study on consumer acceptance of products in electronic markets: A transaction cost model. Decision Support Systems 24 (1): 29–43.
Paper not yet in RePEc: Add citation now
Liébana-Cabanillas, F., I. García-Maroto, F. Muñoz-Leiva, and I. Ramos-de-Luna. 2020. Mobile payment adoption in the age of digital transformation: The case of Apple Pay. Sustainability 12 (13): 5443.
- Lindgren, L., C. Østergaard Madsen, S. Hofmann, and U. Melin. 2019. Close encounters of the digital kind: A research agenda for the digitalization of public services. Government Information Quarterly 36 (3): 427–436.
Paper not yet in RePEc: Add citation now
Mathieson, K. 1991. Predicting user intentions: Comparing the technology acceptance model with the theory of planned behavior. Information Systems Research 2 (3): 173–191.
- Mbama, C.I., and P.O. Ezepue. 2018. Digital banking, customer experience and bank financial performance. International Journal of Bank Marketing 36 (2): 230–255.
Paper not yet in RePEc: Add citation now
- Mehrad, D., and S. Mohammadi. 2017. Word of Mouth impact on the adoption of mobile banking in Iran. Telematics and Informatics 34 (7): 1351–1363.
Paper not yet in RePEc: Add citation now
Meire, M., K. Hewett, M. Ballings, V. Kumar, and D. Van den Poel. 2019. The role of marketer-generated content in customer engagement marketing. Journal of Marketing 83 (6): 21–42.
- Mishra, V., and S. Vaithianathan. 2015. Customer personality and relationship satisfaction: Empirical evidence from Indian banking sector. International Journal of Bank Marketing 33 (2): 122–142.
Paper not yet in RePEc: Add citation now
- Mohammad, A. 2015. How the personality of retail bank customers interferes with the relationship between service quality and loyalty. The International Journal of Bank Marketing 33 (1): 41–57.
Paper not yet in RePEc: Add citation now
- Mokha, A.K., and P. Kumar. 2021. Using the Technology Acceptance Model (TAM) in Understanding Customers’ Behavioural Intention to Use E-CRM: Evidence from the Banking Industry. Vision. https://doi.org/10.1177/09722629211060565 .
Paper not yet in RePEc: Add citation now
Ng, A.W., and B.K. Kwok. 2017. Emergence of Fintech and cybersecurity in a global financial centre. Journal of Financial Regulation and Compliance 25 (4): 422–434. https://doi.org/10.1108/jfrc-01-2017-0013 .
- Oliver, R.L. 1980. A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Market Research 17 (4): 460–469.
Paper not yet in RePEc: Add citation now
- Oliver, R.L. 2014. Satisfaction: A behavioral perspective on the consumer: A behavioral perspective on the consumer. New York: McGraw-Hill.
Paper not yet in RePEc: Add citation now
Pansari, A., and V. Kumar. 2017. Customer engagement: The construct, antecedents, and consequences. Journal of the Academy of Marketing Science 45: 294–311.
- Papathomas, A., and G. Konteos. 2023. Financial institutions digital transformation: The stages of the journey and business metrics to follow. Journal of Financial Service Marketing. https://doi.org/10.1057/s41264-023-00223- .
Paper not yet in RePEc: Add citation now
- Perannagari, K.T., and S. Chakrabarti. 2020. Factors influencing acceptance of augmented reality in retail: Insights from thematic analysis. International Journal of Retail and Distribution Management 48: 18–34.
Paper not yet in RePEc: Add citation now
Prentice, C., and S. Loureiro. 2018. Consumer-based approach to customer engagement—The case of luxury brands. Journal of Retailing and Consumer Services 43: 325–332.
Prentice, C., X. Wang, and S.M.C. Loureiro. 2019. The influence of brand experience and service quality on customer engagement. Journal of Retailing and Consumer Services 50: 50–59.
Purani, K., D. Kumar, and S. Sahadev. 2019. E-Loyalty among millennials: Personal characteristics and social influences. Journal of Retailing and Consumer Services 48: 215–223.
- Raza, S.A., N. Shah, and M. Ali. 2019. Acceptance of mobile banking in Islamic banks: Evidence from modifed UTAUT model. Journal of Islamic Marketing 10 (1): 357–376.
Paper not yet in RePEc: Add citation now
Razzaque, A., R.T. Cummings, M. Karolak, and A. Hamdan. 2020. The propensity to use FinTech: Input from bankers in the Kingdom of Bahrain. Journal of Information and Knowledge Management 19 (1): 1–22.
- Saks, A.M. 2006. Antecedents and consequences of employee engagement. Journal of Managerial Psychology 21 (7): 600–619. https://doi.org/10.1108/02683940610690169 .
Paper not yet in RePEc: Add citation now
- Sang, S., J.-D. Lee, and J. Lee. 2009. E-government adoption in ASEAN: The case of Cambodia. Internet Research 19 (5): 517–534.
Paper not yet in RePEc: Add citation now
Scholz, J., and K. Duffy. 2018. We are at home: How augmented reality reshapes mobile marketing and consumer-brand relationships. Journal of Retailing and Consumer Services 44: 11–23.
- Sharma, S.K., S.M. Govindaluri, S. Al-Muharrami, and A. Tarhini. 2017. A multi-analytical model for mobile banking adoption: A developing country perspective. Review of International Business and Strategy 27: 133–148.
Paper not yet in RePEc: Add citation now
- Stead, G.B. 2001. Planning, designing and reporting research. Cape Town: Pearson Education.
Paper not yet in RePEc: Add citation now
- Stocchi, L., N. Michaelidou, and M. Micevski. 2019. Drivers and outcomes of branded mobile app usage intention. Journal of Product and Brand Management 28 (1): 28–49.
Paper not yet in RePEc: Add citation now
- Sun, Y., X.-L. Shen, and N. Wang. 2016. Standardization or adaptation during the web-mobile service transition: Understanding the moderating role of gender. Journal of Electronic Commerce Research 17: 266.
Paper not yet in RePEc: Add citation now
- Sweeney, J.C., and G.N. Soutar. 2001. Consumer perceived value: The development of a multiple item scale. Journal of Retailing 77 (2): 203–220.
Paper not yet in RePEc: Add citation now
- Tan, E., and J.L. Lau. 2016. Behavioural intention to adopt mobile banking among the millennial generation. Young Consumers 17 (1): 18–31.
Paper not yet in RePEc: Add citation now
- Tavakol, M., and A. Wetzel. 2020. November. Factor Analysis: A means for theory and instrument development in support of construct validity. International Journal of Medical Education 11: 245–247. https://doi.org/10.5116/ijme.5f96.0f4a .
Paper not yet in RePEc: Add citation now
Teo, T.S., and Y. Yu. 2005. Online buying behavior: A transaction cost economics Perspective. Omega 33 (5): 451–465.
Tilson, D., K. Lyytinen, and C. Sørensen. 2010. Research commentary-digital infrastructures: The missing is research agenda. Information Systems Research 21 (4): 748–759.
Tojib, D., and Y. Tsarenko. 2012. Post-adoption modeling of advanced mobile service use. Journal of Business Research 65 (7): 922–928.
- Tynan, C., S. McKechnie, and S. Hartley. 2014. Interpreting value in the customer service experience using customer-dominant logic. Journal of Marketing Management 30 (9–10): 1058–1081.
Paper not yet in RePEc: Add citation now
- Viviani, J.L., A. Komura, and K. Suzuki. 2021. Integrating dynamic segmentation and portfolio theories for better customer portfolio performance. Journal of Strategic Marketing 26: 1–14.
Paper not yet in RePEc: Add citation now
- Wetzels, M., G. Odekerken-Schröder, and C. Van Oppen. 2009. Using PLS path modelling for assessing hierarchical construct models: Guidelines and empirical illustration. MIS Quarterly 33 (1): 177–195.
Paper not yet in RePEc: Add citation now
- Williamson, O.E. 1981. The economics of organization: The transaction cost approach. American Journal of Sociology 87 (3): 548–577.
Paper not yet in RePEc: Add citation now
- Williamson, O.E. 1985. The economic institutions of capitalism. New York: Free Press.
Paper not yet in RePEc: Add citation now
- Wilson, N. 2018. The impact of service quality and brand image toward customer loyalty in the Indonesian airlines industry. Jurnal Manajemen Indonesia 18 (3): 222–234.
Paper not yet in RePEc: Add citation now
- Wilson, N., K. Keni, and P.H.P. Tan. 2019. The effect of website design quality and service quality on repurchase intention in the e-commerce industry: A cross-continental analysis. Gadjah Mada International Journal of Business 21 (2): 187–222.
Paper not yet in RePEc: Add citation now
- Wirtz, J., and A. Mattila. 2001. Exploring the role of alternative perceived performance measures and needs-congruency in the consumer satisfaction process. Journal of Consumer Psychology 11 (3): 181–192.
Paper not yet in RePEc: Add citation now
- Yaseen, S.G., and E.I.A. El Qirem. 2018. Intention to use e-banking services in the Jordanian commercial banks. International Journal of Bank Marketing 36 (3): 557–571. https://doi.org/10.1108/IJBM-05-2017-0082 .
Paper not yet in RePEc: Add citation now
Yiu, C.S., K. Grant, and D. Edgar. 2007. Factors affecting the adoption of Internet Banking in Hong Kong—Implications for the banking sector. International Journal of Information Management 27 (5): 336–351.
Yun, W., and N. Hanson. 2020. Weathering consumer pricing sensitivity: The importance of customer contact and personalized services in the financial services industry. Journal of Retailing and Consumer Services 55: 102085.
- Zariman, N.F.M., N. Humaidi, and M.H. Abd Rashid. 2022. Mobile commerce applications service quality in enhancing customer loyalty intention: Mediating role of customer satisfaction. Journal of Financial Services Marketing. https://doi.org/10.1057/s41264-022-00190-9 .
Paper not yet in RePEc: Add citation now
- Zhang, T., C. Lu, and M. Kizildag. 2018. Banking ‘on-the-go’: Examining consumers’ adoption of mobile banking services. International Journal of Quality and Service Sciences 10 (3): 279–295. https://doi.org/10.1108/IJQSS-07-2017-0067 .
Paper not yet in RePEc: Add citation now