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Reshaping the bank experience for GEN Z in France

Author

Listed:
  • Souheila Kaabachi

    (European Business School)

  • Selima Ben Mrad

    (Nova Southeastern University)

  • Tais Barreto

    (Nova Southeastern University)

Abstract

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.

Suggested Citation

  • Souheila Kaabachi & Selima Ben Mrad & Tais Barreto, 2022. "Reshaping the bank experience for GEN Z in France," Journal of Marketing Analytics, Palgrave Macmillan, vol. 10(3), pages 219-231, September.
    • Handle: RePEc:pal:jmarka:v:10:y:2022:i:3:d:10.1057_s41270-022-00173-8
    DOI: 10.1057/s41270-022-00173-8
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    References listed on IDEAS

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    Cited by:

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    2. Samir Poudel & Rajendra Paudyal & Burak Cankaya & Naomi Sterlingsdottir & Marissa Murphy & Shital Pandey & Jorge Vargas & Khem Poudel, 2023. "Cryptocurrency price and volatility predictions with machine learning," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(4), pages 642-660, December.
    3. Mashaal A. M. Saif & Nazimah Hussin & Maizaitulaidawati Md Husin & Ayed Alwadain & Ayon Chakraborty, 2022. "Determinants of the Intention to Adopt Digital-Only Banks in Malaysia: The Extension of Environmental Concern," Sustainability, MDPI, vol. 14(17), pages 1-32, September.
    4. Saif, Mashaal A.M. & Hussin, Nazimah & Husin, Maizaitulaidawati Md & Muneer, Amgad & Alwadain, Ayed, 2024. "Beyond conventions: Unravelling perceived value's role in shaping digital-only banks' adoption," Technological Forecasting and Social Change, Elsevier, vol. 203(C).

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