Abstract
The objective of this research is to understand the service e-quality dimensions that contribute to creating value for Generation Z (Gen Z) consumers when choosing Internet-Only Banks (IOBs) services. The data were collected from a sample of Gen Z IOB users in France. Structural Equation Modeling was used to test the hypotheses. Results suggest that reliability, customer service and support, product portfolio, bank transparency, personalization, and security and privacy are positively related to IOB’s consumer perceived value and that consumers’ perceived value positively affects IOB’s consumer loyalty. This study reveals that IOBs in France should focus on those dimensions to tailor a unique customer experience to Gen Z.
| Original language | English |
|---|---|
| Pages (from-to) | 219-231 |
| Number of pages | 13 |
| Journal | Journal of Marketing Analytics |
| Volume | 10 |
| Issue number | 3 |
| DOIs | |
| State | Published - Jun 14 2022 |
Bibliographical note
Publisher Copyright:© 2022, The Author(s), under exclusive licence to Springer Nature Limited.
ASJC Scopus Subject Areas
- Economics, Econometrics and Finance (miscellaneous)
- Strategy and Management
- Statistics, Probability and Uncertainty
- Marketing
Keywords
- Customer loyalty
- France
- Gen Z
- Internet-only banks
- Service quality
Disciplines
- Business
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