EconPapers    
Economics at your fingertips  
 

Share of wallet in Australian retail banking an empirical study with implications for practice and research

Chris Baumann (), Gregory Elliott () and Suzan Burton ()
Additional contact information
Chris Baumann: Macquarie University, Postal: Macquarie University , Balaclava Road, North Ryde,, NSW 2109, Australia, http://businessandeconomics.mq.edu.au/contact_the_faculty/staff/alphabetical_list_of_staff/chris_baumann
Gregory Elliott: Macquarie University, Postal: Macquarie University , Balaclava Road, North Ryde,, NSW 2109, Australia, http://businessandeconomics.mq.edu.au/contact_the_faculty/staff/alphabetical_list_of_staff/greg_elliot
Suzan Burton: Macquarie University, Postal: Macquarie University , Balaclava Road, North Ryde,, NSW 2109, Australia, http://www.gsm.mq.edu.au/wps/wcm/connect/internet/root/faculty/directory/burtonsuzan

Journal of Financial Transformation, 2007, vol. 21, 32-38

Abstract: Previous research has investigated the determinants and consequences of customer loyalty, but in banking, a critical yet often neglected measure is the customer’s ‘share of wallet’ (SOW). Since some customers are more active in either investments or loans, the study, based on a survey of 1,951 retail banking customers, models SOW separately in terms of deposits and debts/loans. The results suggest that approximately 25% of the variance in share of wallet can be predicted, in particular by demographic factors such as age, income and a customer’s location. The typical customer with growth potential for deposits is found to be male, aged 35-65, has a high income and a university degree, and lives in a city area. In contrast, factors such as customer satisfaction, affective attitude and perceived service quality were not significant unique predictors of SOW. Implications for bankers and researchers are discussed.

Keywords: Share of Wallet; Customer Loyalty; Retail Banking; Demographic factors (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2007
References: Add references at CitEc
Citations Track citations by RSS feed

Downloads: (external link)
http://www.capco.com/?q=content/journal-detail&sid=63 Full text (text/plain)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ris:jofitr:0943

Access Statistics for this article

Journal of Financial Transformation is currently edited by Prof. Shahin Shojai

More articles in Journal of Financial Transformation from Capco Institute 77 Water Street, 10th Floor, New York NY 10005.
Bibliographic data for series maintained by Prof. Shahin Shojai ().

 
Page updated 2018-04-06
Handle: RePEc:ris:jofitr:0943