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Understanding multi-channel banking customers

Author

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  • Cortiñas, Mónica
  • Chocarro, Raquel
  • Villanueva, María Luisa

Abstract

This paper contributes to the knowledge of the impact of the multi-channel strategy by analyzing its effects on one key aspect of the behavior of financial services customers. We analyze the factors influencing the extent of multi-channel shopping. Using a customer database, the study estimates one latent class regression model to control for heterogeneity, finding that customers' acquisition of diverse financial products and services and the total number of financial services are antecedents of multi-channel behavior. The study contributes a new measure to better assess the level of multi-channel consumer behavior.

Suggested Citation

  • Cortiñas, Mónica & Chocarro, Raquel & Villanueva, María Luisa, 2010. "Understanding multi-channel banking customers," Journal of Business Research, Elsevier, vol. 63(11), pages 1215-1221, November.
    • Handle: RePEc:eee:jbrese:v:63:y:2010:i:11:p:1215-1221
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    Cited by:

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    2. Floh, Arne & Zauner, Alexander & Koller, Monika & Rusch, Thomas, 2014. "Customer segmentation using unobserved heterogeneity in the perceived-value–loyalty–intentions link," Journal of Business Research, Elsevier, vol. 67(5), pages 974-982.
    3. Ryu, Do-Hyeon & Lim, Chiehyeon & Kim, Kwang-Jae, 2020. "Development of a service blueprint for the online-to-offline integration in service," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    4. Gensler, Sonja & Leeflang, Peter & Skiera, Bernd, 2013. "Comparing methods to separate treatment from self-selection effects in an online banking setting," Journal of Business Research, Elsevier, vol. 66(9), pages 1272-1278.
    5. Maik Dehnert, 2020. "Sustaining the current or pursuing the new: incumbent digital transformation strategies in the financial service industry," Business Research, Springer;German Academic Association for Business Research, vol. 13(3), pages 1071-1113, November.
    6. Harris, Patricia & Dall’Olmo Riley, Francesca & Hand, Chris, 2021. "Multichannel shopping: The effect of decision making style on shopper journey configuration and satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    7. Maity, Moutusy & Dass, Mayukh & Kumar, Piyush, 2018. "The impact of media richness on consumer information search and choice," Journal of Business Research, Elsevier, vol. 87(C), pages 36-45.
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    9. Radovan Bačík & Beata Gavurova & Igor Fedorko & Richard Fedorko, 2021. "Website quality factor as a multidimensional construct and its impact on the use of e-banking," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 9(1), pages 542-557, September.
    10. Saghiri, Soroosh & Wilding, Richard & Mena, Carlos & Bourlakis, Michael, 2017. "Toward a three-dimensional framework for omni-channel," Journal of Business Research, Elsevier, vol. 77(C), pages 53-67.
    11. Coussement, Kristof & Van den Bossche, Filip A.M. & De Bock, Koen W., 2014. "Data accuracy's impact on segmentation performance: Benchmarking RFM analysis, logistic regression, and decision trees," Journal of Business Research, Elsevier, vol. 67(1), pages 2751-2758.
    12. Al-Qeisi, Kholoud & Dennis, Charles & Alamanos, Eleftherios & Jayawardhena, Chanaka, 2014. "Website design quality and usage behavior: Unified Theory of Acceptance and Use of Technology," Journal of Business Research, Elsevier, vol. 67(11), pages 2282-2290.
    13. Kim, Jikyung (Jeanne) & Song, Hyeasinn & Choi, Jeonghye & Kim, Yongseob & Hong, Jeonghan, 2021. "Channel stickiness in the shopping journey for electronics: Evidence from China and South Korea," Journal of Business Research, Elsevier, vol. 130(C), pages 506-516.
    14. Reis, João & Amorim, Marlene & Melão, Nuno, 2019. "Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industry," International Journal of Production Economics, Elsevier, vol. 215(C), pages 24-33.
    15. Ryan W. Buell & Dennis Campbell & Frances X. Frei, 2021. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance," Management Science, INFORMS, vol. 67(3), pages 1468-1488, March.
    16. Mencarelli, Rémi & Rivière, Arnaud & Lombart, Cindy, 2021. "Do myriad e-channels always create value for customers? A dynamic analysis of the perceived value of a digital information product during the usage phase," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    17. Bhatnagar, Amit & Syam, Siddhartha S., 2014. "Allocating a hybrid retailer's assortment across retail stores: Bricks-and-mortar vs online," Journal of Business Research, Elsevier, vol. 67(6), pages 1293-1302.
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