Attitudes of consumers towards social bank

Article Sidebar

PDF (Español (España)) HTML (Español (España))
Published: Jun 30, 2023
DOI: https://doi.org/10.21676/23897848.5606
Keywords:
social bank; behavior; cognitive behavioral; emotional; customer journey.

Main Article Content

Cindy Paola Pinzón-Ríos
Inalde Business School, Sabana University
https://orcid.org/0000-0002-8523-7255
Ignacio Osuna-Soto
Inalde Business School, University Sabana
https://orcid.org/0000-0003-1932-485X
Ernesto Barrera-Duque
Inalde Business School, Sabana University
https://orcid.org/0000-0002-5821-5421
Juan Manuel Vicaria-Delgado
Inalde Business School, Sabana University
https://orcid.org/0000-0003-2069-2852

Abstract

The purpose of this paper is to describe the relation between three variables: consumer psychological profile, risk perception and user experience at a cognitive, behavioral and emotional level. For this, 342 people from the base of the pyramid (BoP), target of social banking in Colombia, were part of a quantitative research. The paper presents a model of consumer attitudes towards social banking through which we study the influence and relation between three variables. The results revealed a relation between variables risk perception and consumer psychological profile, and other between the usage experience to use and consumer psychological profile. The study revealed a relation between these variables and insights found about how to create strategies in social banking from the understanding of behavior, needs and users aspirations.

Downloads

Download data is not yet available.

Article Details

How to Cite
Pinzón-Ríos, C. P., Osuna-Soto, I., Barrera-Duque, E., & Vicaria-Delgado, J. M. (2023). Attitudes of consumers towards social bank. Clío América, 17(34), 24–37. https://doi.org/10.21676/23897848.5606
Issue
Vol. 17 No. 34 (2023): july- december 2023
Section
Article of scientific and technological research
Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

This journal provides an open access to its content, based on the principle of offering the public free access to research, helping to increase global knowledge exchange. Likewise, the printed version is freely accessible and has no associated costs per publication.

Author Biographies

Cindy Paola Pinzón-Ríos, Inalde Business School, Sabana University

MBA. Inalde Business School, Sabana University, Colombia. Email: cindy.pinzon@inalde.edu.co ORCID: https://orcid.org/0000-0002-8523-7255

Ignacio Osuna-Soto, Inalde Business School, University Sabana

PhD. Inalde Business School, University Sabana, Colombia. Email: ignacio.osuna@inalde.edu.co ORCID: https://orcid.org/0000-0003-1932-485X

Ernesto Barrera-Duque, Inalde Business School, Sabana University

PhD. Inalde Business School, Sabana University, Colombia. Email: ernesto.barrera@inalde.edu.co ORCID: https://orcid.org/0000-0002-5821-5421

Juan Manuel Vicaria-Delgado, Inalde Business School, Sabana University

MBA. Inalde Business School, Sabana University, Colombia. Email: juan.vicaria@inalde.edu.co ORCID: https://orcid.org/0000-0003-2069-2852

References

Ayadi, N. (2010). Consumer Risk-Taking Experience: The Role of Positive Anticipated Emotions. Recherche et Applications en Marketing (English Edition), 25(2), 31-49. https://journals.sagepub.com/doi/abs/10.1177/205157071002500202?journalCode=rmea

Barona, B. (2004). Microcrédito en Colombia. Estudios Gerenciales, 20(90), 79-102. https://www.findevgateway.org/sites/default/files/publications/files/mfg-es-documento-microcredito-en-colombia-2004.pdf

Barrera, E (2013). Diseño organizacional centrado en el cliente. Universidad de La Sabana; Ecoe Ediciones. https://intellectum.unisabana.edu.co/bitstream/handle/10818/27857/F.%20DISE%C3%91O%20ORGANIZACIONAL.pdf?sequence=5&isAllowed=y

Barrera, E., Müller, C. y Osuna, I. (2019). Building a commercialization capability for microcredit institutions. Suma de Negocios, 10(23), 100-108. http://www.scielo.org.co/pdf/sdn/v10n23/2215-910X-sdn-10-23-100.pdf

Barth, R., Birkenmaier, J. y Berg-Weger, M. (2014). Individual Microfinance Lending in Gros Morne, Haiti. Social Development Issues, 36(2), 78-92. https://www.proquest.com/openview/1f116c7f6e9a1e1ab1240f4be2129f32/1?pq-origsite=gscholar&cbl=2035675

Borden, L. M., Lee, S. A., Serido, J. y Collins, D. (2008). Changing College Students’ Financial Knowledge, Attitudes, and Behavior through Seminar Participation. Journal of Family and Economic Issues, 29(1), 23-40.

https://gradsense.org/ckfinder/userfiles/files/Changing_College_Students_Financial_Knowledge.pdf

Departamento Administrativo Nacional de Estadística - DANE. (2022). Estadísticas de pobreza monetaria 2021. Comunicado de prensa. https://www.dane.gov.co/files/investigaciones/condiciones_vida/pobreza/2021/Comunicado-pobreza-monetaria_2021.pdf

Gallego, J. V. (2003). La buena reputación: Claves del valor intangible de las empresas. Ediciones Pirámide. https://dialnet.unirioja.es/servlet/libro?codigo=223193

James, D. (2012). Money-go-round: personal economies of wealth, aspiration and indebtedness. Africa: The Journal of the International African Institute, 82(1), 20-40. https://eprints.lse.ac.uk/42044/1/James_Money_go_round_2012.pdf

Jebarajakirthy, C. y Lobo, A. (2015). A study investigating attitudinal perceptions of microcredit services and their relevant drivers in bottom of pyramid market segments. Journal of Retailing and Consumer Services, 23, 39-48. https://www.sciencedirect.com/science/article/abs/pii/S0969698914001726

Kahneman, D. y Tversky, A. (1979). Prospect Theory: An Analysis of Decision under Risk. Econometrica: Journal of the Econometric Society, 47(2), 263-292. http://hassler-j.iies.su.se/COURSES/NewPrefs/Papers/KahnemanTversky%20Ec%2079.pdf

Khalid, S., Mahmood, B., Abbas, M. y Hussain, S. (2011). Customer Satisfaction with Service Quality in Conventional Banking in Pakistan: The Case of Faisalabad. International Journal of Marketing Studies, 3(4), 165-174. https://pdfs.semanticscholar.org/03b6/777f126d3c5f97d1ac9813466ee1cf29bd4d.pdf

Khavul, S., Chavez, H. y Bruton, G. D. (2013). When institutional change outruns the change agent: The contested terrain of entrepreneurial microfinance for those in poverty. Journal of Business Venturing, 28(1), 30-50. https://www.sciencedirect.com/science/article/abs/pii/S0883902612000468

Lemon, K. N. y Verhoef, P. C. (2016). Understanding Customer Experience Throughout the Customer Journey. Journal of Marketing, 80(6), 69-96. https://journals.sagepub.com/doi/abs/10.1509/jm.15.0420?journalCode=jmxa

Ortega, V. y Rodríguez-Vargas, J. C. (2004). Escala de hábitos y conductas de consumo: evidencias sobre dimensionalidad. International Journal of Clinical and Health Psychology, 4(1), 121-136. https://www.redalyc.org/pdf/337/33740107.pdf

Pels, J., Coviello, N. E. y Brodie, R. J. (2000). Integrating Transactional and Relational Marketing Exchange: A Pluralistic Perspective. Journal of Marketing Theory and Practice, 8(3), 11-20 https://www.tandfonline.com/doi/abs/10.1080/10696679.2000.11501871

Rodríguez-Vargas, J. C. (2005). Aproximación teórica al modelo psicoeconómico del consumidor. Psicología desde el Caribe, (16), 92-127. https://www.redalyc.org/pdf/213/21301604.pdf

Schachter, S. y Singer, J. E. (1962). Cognitive, social, and physiological determinants of emotional state. Psychological Review, 69(5), 379-399. https://psycnet.apa.org/record/1963-06064-001

Schicks, J. (2014). Over-Indebtedness in Microfinance–An Empirical Analysis of Related Factors on the Borrower Level. World Development, 54, 301-324. https://www.sciencedirect.com/science/article/abs/pii/S0305750X13001988

Schiffman, L. y Kanuk, L. (2010). Comportamiento del consumidor. Pearson Education. https://books.google.com.co/books?hl=es&lr=&id=Wqj9hlxqW-IC&oi=fnd&pg=PR17&dq=Comportamiento+del+consumidor&ots=C36tu4ugsC&sig=Nwwldl-CB_9sohpaopX3Ec6aeJ8&redir_esc=y#v=onepage&q=Comportamiento%20del%20consumidor&f=false

Schulze, W. y Wansink, B. (2012). Toxics, Toyotas, and Terrorism: The Behavioral Economics of Fear and Stigma. Risk Analysis, 32(4), 678-694. https://onlinelibrary.wiley.com/doi/abs/10.1111/j.1539-6924.2011.01748.x

Slovic, P. y Peters, E. (2006). Risk Perception and Affect. Current Directions in Psychological Science, 15(6), 322-325. https://journals.sagepub.com/doi/abs/10.1111/j.1467-8721.2006.00461.x?journalCode=cdpa

Smith, J. R., Terry, D. J., Manstead, A. S., Louis, W. R., Kotterman, D. y Wolfs, J. (2008). The Attitude–Behavior Relationship in Consumer Conduct: The Role of Norms, Past Behavior, and Self-Identity. The Journal of Social Psychology, 148(3), 311-334. https://www.tandfonline.com/doi/abs/10.3200/SOCP.148.3.311-334

United Nations. (2010). Rethinking Poverty: Report on the World Social Situation 2010. Department of Economic & Social Affairs. http://www.un.org/esa/socdev/rwss/docs/2010/fullreport.pdf

Valence, G., d'Astous, A. y Fortier, L. (1988). Compulsive buying: Concept and measurement. Journal of Consumer Policy, 11(4), 419-433. https://link.springer.com/article/10.1007/BF00411854

Van der Berg, S. (2008). Poverty and education. Education Policy Series, 10(28), 1-28. https://unesdoc.unesco.org/ark:/48223/pf0000181754

Västfjäll, D., Peters, E. y Slovic, P. (2014). The affect heuristic, mortality salience, and risk: Domain‐specific effects of a natural disaster on risk‐benefit perception. Scandinavian Journal of Psychology, 55(6), 527-532. https://onlinelibrary.wiley.com/doi/abs/10.1111/sjop.12166

Woods, W. A. (1960). Psychological Dimensions of Consumer Decision. The Journal of Marketing, 24(3) 15-19. https://journals.sagepub.com/doi/abs/10.1177/002224296002400303?journalCode=jmxa

Yunus, M. y Jolis, A. (2006). El banquero de los pobres: los microcréditos y la batalla contra la pobreza en el mundo. Paidós. https://books.google.com.co/books/about/El_banquero_de_los_pobres.html?hl=es&id=FolMb-ZJC0EC&redir_esc=y