Reshaping the bank experience for GEN Z in France

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 wa...

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Bibliographic Details
Published in:Journal of marketing analytics 2022-09, Vol.10 (3), p.219-231
Main Authors: Kaabachi, Souheila, Ben Mrad, Selima, Barreto, Tais
Format: Article
Language:English
Subjects:
Banking industry
Banks
Brand loyalty
Business and Management
Competitive advantage
Consumers
Cost control
Customer satisfaction
Customer services
Electronic banking
Financial services
Generation Z
International finance
Internet
Market analysis
Mobile commerce
Multivariate statistical analysis
Original
Original Article
Quality of service
Retail banking
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Summary: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.
ISSN:2050-3318
2050-3326
DOI:10.1057/s41270-022-00173-8