BIS 2000 pp 245-254 | Cite as

Virtual Communities in Banking: An Empirical Study

  • Dimitris Kardaras
  • Bill Karakostas


Virtual communities (VCs) represent a promising area of Electronic Commerce. Members of a VC have the opportunity to access products and services information and exchange experiences and ideas, without being constrained by physical interaction or geography. Companies may also use VCs to build customer loyalty by cultivating on-line human relationships between peer members, industry experts, or early adopters of a service or technology. This paper reports on a survey of 61 members of VCs, investigating VCs features that can potentially improve customer services in the banking sector. The findings of this study are useful for designing a VC as well as for developing new electronic marketing approaches.


Cash Flow Smart Card Customer Loyalty Virtual Community Banking Service 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer Verlag London Limited 2000

Authors and Affiliations

  • Dimitris Kardaras
    • 1
  • Bill Karakostas
    • 2
  1. 1.School of Computing and Information SystemsSouth Bank UniversityLondonUK
  2. 2.Dept. of ComputationUMISTManchesterUK

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