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Is bank staff interaction associated with customer saving behavior in banks?

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  • Julie Birkenmaier
  • Qiang John Fu

Abstract

Major changes are underway in the U.S. retail banking sector toward heavy investments in technology and fewer in personnel. Using the 2017 survey of household economics and decision‐making (SHED) (n = 11,359), we examine the relationship between saving behavior related to emergency, long‐term and periodic expenses and personal, technological, and hybrid bank account access methods. Binary logistic regression models were used to estimate the odds of reporting various saving behaviors in relation to various banking access methods. Findings suggest that the personal access method is positively associated with savings behavior for periodic expenses for the general population, and negatively associated with emergency savings in people with lower education attainment. Technology is associated with all types of saving behavior, while the hybrid access method is associated only with saving for periodic expenses. As investments in self‐service technology increase, the importance of access methods to savings behavior must be considered.

Suggested Citation

  • Julie Birkenmaier & Qiang John Fu, 2021. "Is bank staff interaction associated with customer saving behavior in banks?," Journal of Consumer Affairs, Wiley Blackwell, vol. 55(1), pages 332-350, March.
    • Handle: RePEc:bla:jconsa:v:55:y:2021:i:1:p:332-350
    DOI: 10.1111/joca.12348
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    References listed on IDEAS

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