The effects of free banking on overall satisfaction: the use of automated teller machines

The effects of free banking on overall satisfaction: the use of automated teller machines At present banks and building societies cross‐subsidize certain types of accounts, namely student accounts, from profits made in other areas of their business. The banks and building societies offer free or subsidized banking in an attempt to attract and retain new business from people who may have higher earning capacity in the future. Most banks in the UK offer a free £400 overdraft and lower interest rates/charges on loans (7 per cent against 18.9 per cent) services and overdrafts over this level to students. Tests a hypothesized model which is designed to measure the effects of free banking on perceived overall satisfaction attached to the use of automated teller machines (ATMs) for bank services. Overall, a number of important differences were found between students and “normal” customers with regard to confidence, charges and frequency of use. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Bank Marketing Emerald Publishing

The effects of free banking on overall satisfaction: the use of automated teller machines

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Publisher
Emerald Publishing
Copyright
Copyright © 1995 MCB UP Ltd. All rights reserved.
ISSN
0265-2323
DOI
10.1108/02652329510082942
Publisher site
See Article on Publisher Site

Abstract

At present banks and building societies cross‐subsidize certain types of accounts, namely student accounts, from profits made in other areas of their business. The banks and building societies offer free or subsidized banking in an attempt to attract and retain new business from people who may have higher earning capacity in the future. Most banks in the UK offer a free £400 overdraft and lower interest rates/charges on loans (7 per cent against 18.9 per cent) services and overdrafts over this level to students. Tests a hypothesized model which is designed to measure the effects of free banking on perceived overall satisfaction attached to the use of automated teller machines (ATMs) for bank services. Overall, a number of important differences were found between students and “normal” customers with regard to confidence, charges and frequency of use.

Journal

International Journal of Bank MarketingEmerald Publishing

Published: Jun 1, 1995

Keywords: Banking; Consumer attitudes; Customer satisfaction

References

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