Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You and Your Team.

Learn More →

Debit and credit card usage and satisfaction Who uses which and why – evidence from Austria

Debit and credit card usage and satisfaction Who uses which and why – evidence from Austria Purpose – This exploratory study seeks to explore the link between the choices of payment mode to customer satisfaction. It examines the Austrian market in relation to its choice and usage of debit cards versus credit cards and its impact on customer satisfaction and loyalty. Furthermore, the study aims to identify the key drivers of customer satisfaction for these two modes of electronic payment. Design/methodology/approach – A structured questionnaire was administered in person to 360 Austrian bank customers. These customers were selected using quota sampling based on Austrian census data for a particular Austrian province. However, while the quota sampling was used to determine the categories, selection of the actual respondents was done through systematic sampling. This ensured that the sample was representative of the population of that Austrian province who had credit and debit cards. One group, women who were 65 and older, were not considered as there were relatively few women in this age range who had debit and credit cards. Findings – Five hypotheses were proposed. Four of the five hypotheses were supported while one, H4 , had partial support. Essentially, the results indicate that a person's preference for a particular payment method is dependent on his/her personal characteristics. Additionally, the payment method's features and characteristics influenced its desirability and acceptance. Furthermore, a person's expectations had an impact on his/her attitude toward the payment method. The study also found that positive expectations, performance, and desires led to customer satisfaction. Customer satisfaction, in turn, leads to a higher degree of intent to use the payment method and higher degree of intent to recommend the payment method. These results are consistent with the literature on customer satisfaction that identifies expectations, performance and desires as the drivers of customer satisfaction. Originality/value – Multiple payment modes have emerged but there has been scant attention paid to the effects of payment modes on customer behavior and by extension, customer satisfaction and loyalty. This paper addresses these issues. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Bank Marketing Emerald Publishing

Debit and credit card usage and satisfaction Who uses which and why – evidence from Austria

Download PDF
16 pages
Read Article

Loading next page...
 
/lp/emerald-publishing/debit-and-credit-card-usage-and-satisfaction-who-uses-which-and-why-0CA8l0F3Qe
Publisher
Emerald Publishing
Copyright
Copyright © 2010 Emerald Group Publishing Limited. All rights reserved.
ISSN
0265-2323
DOI
10.1108/02652321011018332
Publisher site
See Article on Publisher Site

Abstract

Purpose – This exploratory study seeks to explore the link between the choices of payment mode to customer satisfaction. It examines the Austrian market in relation to its choice and usage of debit cards versus credit cards and its impact on customer satisfaction and loyalty. Furthermore, the study aims to identify the key drivers of customer satisfaction for these two modes of electronic payment. Design/methodology/approach – A structured questionnaire was administered in person to 360 Austrian bank customers. These customers were selected using quota sampling based on Austrian census data for a particular Austrian province. However, while the quota sampling was used to determine the categories, selection of the actual respondents was done through systematic sampling. This ensured that the sample was representative of the population of that Austrian province who had credit and debit cards. One group, women who were 65 and older, were not considered as there were relatively few women in this age range who had debit and credit cards. Findings – Five hypotheses were proposed. Four of the five hypotheses were supported while one, H4 , had partial support. Essentially, the results indicate that a person's preference for a particular payment method is dependent on his/her personal characteristics. Additionally, the payment method's features and characteristics influenced its desirability and acceptance. Furthermore, a person's expectations had an impact on his/her attitude toward the payment method. The study also found that positive expectations, performance, and desires led to customer satisfaction. Customer satisfaction, in turn, leads to a higher degree of intent to use the payment method and higher degree of intent to recommend the payment method. These results are consistent with the literature on customer satisfaction that identifies expectations, performance and desires as the drivers of customer satisfaction. Originality/value – Multiple payment modes have emerged but there has been scant attention paid to the effects of payment modes on customer behavior and by extension, customer satisfaction and loyalty. This paper addresses these issues.

Journal

International Journal of Bank Marketing – Emerald Publishing

Published: Mar 2, 2010

Keywords: Customer satisfaction; Credit cards; Debit cards; Banks; Austria

References

  • Demographic differences in usage and attitudes towards Saudi Arabian EFTPOS System
    Abdul‐Muhmin, A.
  • Encounter satisfaction versus overall satisfaction versus quality
    Bitner, M.J.; Hubbert, A.R.
  • A longitudinal analysis of the impact of service changes on consumer attitudes
    Bolton, R.N.; Drew, J.H.
  • The choice at the checkout: quantifying demand across payment instruments
    Borzekowski, R.; Kiser, E.
  • Consumers' use of debit cards: patterns, preferences, and price response
    Borzekowski, R.; Kiser, E.; Ahmed, S.
  • A dynamic process model of service quality: from expectations to behavioral intentions
    Boulding, W.; Kalra, A.; Staelin, R.; Zeithaml, V.
  • International Marketing
    Cateora, P.; Graham, J.
  • An investigation into the determinants of customer satisfaction
    Churchill, G.A.; Suprenant, C.
  • Age, debt and anxiety
    Drentea, P.
  • Consumer Behaviour: Advances and Applications in Marketing
    East, R.
  • ATM banking behavior in Kuwait: a consumer survey
    El‐Haddad, A.B.; Almahmeed, M.A.
  • Credit cards as spending facilitating stimuli: a conditioning interpretation
    Feinberg, R.A.
  • Positive word of mouth: customer satisfaction and buyer behaviour
    File, K.M.; Prince, R.A.
  • Modeling multinational diffusion patterns: an efficient methodology
    Gatignon, H.; Eliashberg, J.; Robertson, T.S.
  • An environmental model of risk in consumer credit
    Grablowsky, B.
  • Payment transactions, instruments, and systems: a survey
    Hancock, D.; Humphrey, D.
  • Differences in consumer purchase behavior of credit card payment system
    Hirschman, E.
  • New banking technology in Hong Kong
    Ho, S.; Chan, C.; Hsu, D.
  • Banks put on a new face as they look to the future: foreign competition for Yuan business looms and the focus is shifting to mortgages and credit cards
    Hu, B.
  • Consumers' attitudes and intentions towards credit card usage in an advanced developing country
    Kaynak, E.; Harcar, T.
  • The decision between debit and credit: finance charges, float, and fear
    King, A.S.; King, J.T.
  • Determinants of credit card accounts: an application of Tobit analysis
    Kinsey, J.
  • Customer motivations: use and non‐use of automated banking
    Leblanc, G.
  • Why do consumers pay bills electronically? An empirical analysis
    Mantel, B.
  • Technology acceptance in Canadian retail banking: a study of consumer motivations and use of ATMs
    Marshall, J.J.; Heslop, L.A.
  • A quadratic discriminant analysis of bank credit card user characteristics
    Martell, T.; Fitts, R.
  • Social class and commercial bank credit card usage
    Matthews, H.L.; Slocum, J.W.
  • The role of expectations in the determination of customer satisfaction
    Prakash, V.; Lounsbury, J.W.
  • Marketing
    Pride, W.M.; Ferrell, O.C.
  • Customer satisfaction, customer retention, and market share
    Rust, R.; Zahorik, A.
  • Customer service behavior
    Ryan, A.M.; Ployhart, R.
  • Alternative monies and the demand for media of exchange
    Santomero, A.; Seater, J.
  • How and why do consumers choose their payment methods?
    Schreft, S.L.
  • Mere‐possession effects without possession in consumer choice
    Sen, S.; Johnson, E.
  • A re‐examination of the determinants of consumer satisfaction
    Spreng, R.A.; Mackenzie, S.B.; Olshavsky, R.W.
  • Cross‐national analysis of diffusion of consumer durable goods in Pacific Rim countries
    Takada, H.; Jain, D.
  • An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions
    Taylor, S.A.; Baker, T.L.
  • The electronic purse
    Wenninger, J.; Laster, D.

You’re reading a free preview. Subscribe to read the entire article.

Try 2 weeks free now

DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

or browse the journals available

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$499/year

Save searches from
Google Scholar,
PubMed

Create folders to
organize your research

Export folders, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month

Sign up
for free
Start 14 day
Free Trial