Authors: Bravo, Rafael; Montaner, Teresa; Pina, José M.

Source: The International Journal of Bank Marketing, Volume 27, Number 4, 2009 , pp. 315-334(20)

Publisher: Emerald Group Publishing Limited

Abstract:

<B>Purpose</B> - The purpose of this paper is to analyse the corporate image of financial institutions and its impact on consumer behaviour. More specifically, it aims to focus on the differences between customers and non-customers of banking institutions. <B>Design/methodology/approach</B> - Data were collected through five questionnaires involving five major Spanish commercial banks. The questionnaires were answered by 450 individuals and SEM methodology was used to test the hypotheses of the study. <B>Findings</B> - Corporate image of commercial banks includes dimensions related to the services offered, accessibility, corporate social responsibility, global impression, location and personnel. Two alternative models were validated for customers and non-customers to explain how corporate associations influence intention to use the bank's services. For the case of current customers, satisfaction is a key mediating variable. <B>Research limitations/implications</B> - The study is focused on national commercial banks and corporate image of individuals. Different stakeholders like employees can hold a different corporate image. Moreover, the paper only considers intention to use as a dependant variable. <B>Practical implications</B> - The effect of corporate associations on purchase intentions depends on the specific type of associations and may be mediated through satisfaction. Results thus indicate that firms have to use different marketing strategies when considering the individuals' previous experience. <B>Originality/value</B> - The paper extends previous research by showing the specific effect of corporate associations on intention to use the bank's services. It proposes two alternative models for explaining responses of both customers and non-customers.

Keywords: Commercial banks; Consumer behaviour; Corporate image; Customer satisfaction; Financial institutions; Spain

Document Type: Research article

DOI: http://dx.doi.org/10.1108/02652320910968377

Publication date: 2009-06-12

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