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Article
Publication date: 5 June 2017

Juhaida Abu Bakar, Michael Daniel Clemes and Kathryn Bicknell

The purpose of this paper is to develop and test a comprehensive hierarchical model of behavioural intentions in the Malaysian retail banking industry.

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1049

Abstract

Purpose

The purpose of this paper is to develop and test a comprehensive hierarchical model of behavioural intentions in the Malaysian retail banking industry.

Design/methodology/approach

The data were analysed using EFA, CFA and structural modelling.

Findings

The findings illustrate that customer satisfaction is the most important determinant of behavioural intentions, followed by switching costs, corporate image and perceived value. Service quality is indirectly related to behavioural intentions and customer satisfaction mediates the relationship between the two constructs. Customer satisfaction is strongly influenced by service quality, corporate image and perceived value. Service quality is also an antecedent of perceived value, corporate image and switching costs. The empirical results also support a hierarchical and multidimensional approach for conceptualising and measuring customers’ perceptions of service quality.

Research limitations/implications

The comprehensive hierarchical model developed in this research can be used as framework for additional studies on the banking industry.

Practical implications

The findings provide Malaysian bank managers with empirically-based insights into behavioural intentions and offer guidelines for assessing and improving service quality.

Originality/value

This is the first study that uses comprehensive hierarchical modelling to synthesise the effects of service quality, customer satisfaction, perceived value, corporate image and switching costs on the behavioural intentions of retail bank customers.

Details

International Journal of Bank Marketing, vol. 35 no. 4
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 7 January 2014

Michael Daniel Clemes, Xin Shu and Christopher Gan

Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper…

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1340

Abstract

Purpose

Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital importance to the mobile communications market. This study aims to develop and test a comprehensive hierarchical model of these six important constructs. The model also incorporates the retailing function of a major mobile communication provider.

Design/methodology/approach

The research sample of 516 was drawn from customers of one of the largest mobile communications service providers in China. The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling.

Findings

The results of the study support using a hierarchical and multidimensional approach for conceptualising and measuring customers' perceptions of service quality in the mobile communications market. In addition, the findings illustrate that service quality is an important determinant of customer perceived value, customer satisfaction, corporate image, and perceived switching costs. Customer perceived value is also an antecedent of customer satisfaction. Corporate image, customer satisfaction, and perceived switching costs are three key drivers of customer loyalty. However, the findings also indicate that corporate image is not an important determinant of customer satisfaction and that customer perceived value is not a key driver of customer loyalty.

Originality/value

This is the first paper that has developed and tested a comprehensive hierarchical model of the mobile communications market.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 26 no. 1
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 12 March 2020

Michael Daniel Clemes, David L. Dean and Thongkern Thitiya

This research develops and tests a comprehensive hierarchical model of the behavioural intentions of day spa customers.

Abstract

Purpose

This research develops and tests a comprehensive hierarchical model of the behavioural intentions of day spa customers.

Design/methodology/approach

The primary data was collected from the customers of 17 day spas throughout Thailand. EFA and SEM were used to analyse the data and test the interrelationships among service quality, customer satisfaction, perceived value, perceived switching costs and behavioural intentions. A third-order conceptualisation of service quality is also included in the modelling framework.

Findings

Customer satisfaction is the key determinant of behavioural intentions. Service quality and perceived value are two important descriptors of customer satisfaction. Service quality is the most important determinant of customer satisfaction, and customer satisfaction is the most significant antecedent of behavioural intentions. Service quality is a significant determinant of perceived value and perceived switching costs. Customer satisfaction plays a partial mediating role on the relationship between service quality and behavioural intentions and between perceived value and behavioural intentions.

Originality/value

There is a conceptual gap in the literature as no published empirical research on the day spa industry has comprehensively modelled the behavioural intentions of day spa customers. The comprehensive hierarchical modelling approach used in this study provides a complete and integrative analysis of the constructs under investigation in a day spa context and closes the research gap.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 32 no. 8
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 20 May 2021

Md. Alamgir Hossain, Nusrat Jahan and Minho Kim

Banking services encounter major challenges in determining customer's psychometric behavioral intentions. Scholars suggest that a theoretical approach to better understand…

Abstract

Purpose

Banking services encounter major challenges in determining customer's psychometric behavioral intentions. Scholars suggest that a theoretical approach to better understand the key constructs of service marketing, such as service quality, perceived value, customer satisfaction, corporate image and behavioral intentions, is critical to bank performance. The present study aims to design and test a comprehensive multidimensional and hierarchical model of service quality with higher-order psychometric constructions and their mediation effects in the model.

Design/methodology/approach

Data from a self-administered structured questionnaire are analyzed by confirmatory factor analysis and structural equation modeling.

Findings

Empirical results confirm that multidimensional and hierarchical service quality are best suited to assess overall banking service quality, in which outcome, interaction and environment quality are the important primary dimensions, with each of them having several subdimensions. Service quality is the significant antecedent of behavioral intentions, customer satisfaction, corporate image and perceived value. Customer satisfaction and service quality are the best determinants of behavioral intentions. In addition, customer satisfaction, perceived value and corporate image are complementary variables, having significant mediation effects on the relationship between service quality and behavioral intentions.

Originality/value

As a maiden study in the context of emerging economies, this research integrates a comprehensive service quality theory and valuable customer loyalty constructs, which are crucial to banks' financial performance, bolstering evidence for the theoretical pitch. This study also provides managers with a clear idea of how they can develop sustainable service marketing strategies and policies on the psychometric perceptions of customers, thereby leading banks to achieve long-term goals.

Details

International Journal of Emerging Markets, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1746-8809

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Article
Publication date: 11 June 2018

Michael Daniel Clemes, Zurinawati Mohi, Xuedong Li and Baiding Hu

The purpose of this paper is to develop and test a comprehensive hierarchical model of the interrelationships among five higher order marketing constructs (service…

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1320

Abstract

Purpose

The purpose of this paper is to develop and test a comprehensive hierarchical model of the interrelationships among five higher order marketing constructs (service quality, customer satisfaction, perceived value, restaurant image and behavioural intentions) for moderate upscale restaurants in Malaysia. A third order conceptualisation of service quality is also included in the empirical analysis.

Design/methodology/approach

The data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equations.

Findings

Service quality, customer satisfaction and restaurant image all have a strong, positive impact on the behavioural intentions of moderate upscale restaurant patrons. Service quality, perceived value and restaurant image are also important determinants of customer satisfaction. Behavioural intentions to re-patronise a restaurant and recommend it to friends are influenced more strongly by restaurant image than by customer satisfaction. Three primary dimensions and ten pertaining sub-dimensions are modelled in the third order conceptualisation of service quality. The primary and sub-dimensions also vary in importance amongst the customers in the sampling frame.

Originality/value

This is the first empirical research that develops and tests a comprehensive hierarchical model for moderate upscale restaurants to provide a complete and integrative analysis of a service setting. The interrelationships among service quality, customer satisfaction, perceived value restaurant image and behavioural intentions are assessed. A third order conceptualisations of service quality is also included in the modelling framework.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 30 no. 3
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 18 July 2008

Selçuk Perçin

The objective of this paper is to present the employment of the new hierarchical fuzzy technique for order preference by similarity to ideal solution (TOPSIS) approach to…

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3121

Abstract

Purpose

The objective of this paper is to present the employment of the new hierarchical fuzzy technique for order preference by similarity to ideal solution (TOPSIS) approach to evaluate the most suitable business process outsourcing (BPO) decision.

Design/methodology/approach

The paper explains the importance of selection criteria for evaluation of BPO. It then describes briefly the fuzzy hierarchical TOPSIS methodology. There then follows a discussion of the application of the fuzzy hierarchical TOPSIS with some sensitivity analysis to the BPO evaluation problem. Finally, some concluding remarks and perspectives are offered.

Findings

Use of the hierarchical fuzzy TOPSIS methodology offers a number of benefits. It is a more systematic method than the other fuzzy multi‐criteria decision‐making (FMCDM) methods and it is more capable of capturing a human's appraisal of ambiguity when complex multi‐criteria decision‐making problems are considered. The hierarchical fuzzy TOPSIS is superior to the other FMCDM methods, such as fuzzy analytic hierarchy process (FAHP) and classical fuzzy TOPSIS methods, since the hierarchical structure without making pairwise comparisons among criteria, sub‐criteria, and alternatives is considered. Hierarchical fuzzy TOPSIS is an excellent tool to handle qualitative assessments about BPO evaluation problems, and its calculations are faster than FAHP. Also, hierarchical fuzzy TOPSIS makes it possible to take into account the hierarchical structure in the evaluation model. However, there are drawbacks. The classical fuzzy TOPSIS is a highly complex methodology and requires more numerical calculations in assessing the ranking order of the alternatives than the hierarchical fuzzy TOPSIS methodology and hence it increases the effort, thus limiting its applicability to real world problems.

Originality/value

The proposed model will be very useful to managers in the manufacturing sector, as this method makes decision making easier, systematic, efficient and effective.

Details

Information Management & Computer Security, vol. 16 no. 3
Type: Research Article
ISSN: 0968-5227

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Article
Publication date: 26 June 2019

Yonghwan Chang, Yong Jae Ko and Wonseok (Eric) Jang

The current study aims to develop a comprehensive hierarchical model of traits and needs to provide a theoretical understanding of personality determinants of…

Abstract

Purpose

The current study aims to develop a comprehensive hierarchical model of traits and needs to provide a theoretical understanding of personality determinants of luxury-services consumption.

Design/methodology/approach

The sample comprised 415 single-event buyers of premium seats in sports stadiums. The causal relationships of hierarchically ordered four traits – elemental, compound, situational and surface – were examined.

Findings

Extraversion was found to be an important trait for needs for material resources and status, while conscientiousness and openness were important predictors of need for arousal. Furthermore, needs for material resources, status and uniqueness were found to be important for self-value consciousness. Self-value consciousness was found to be an important predictor of purchase intention.

Originality/value

The study integrates fragmented luxury services research on individual differences. The findings about the personality determinants would provide relatively consistent predictions behind luxury-services consumption potentially applicable to diverse luxury markets.

Details

International Journal of Contemporary Hospitality Management, vol. 31 no. 8
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 1 June 2002

Wang Yonggui and Hing‐Po Lo

In today’s turbulent environments, competition has gone far beyond the traditional product‐based competition and taken on an increasingly new look, with its nature and…

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3490

Abstract

In today’s turbulent environments, competition has gone far beyond the traditional product‐based competition and taken on an increasingly new look, with its nature and rules changing fundamentally. Accordingly, firms are competing with one another at multiple levels at the same time and as a result building and enhancing multi‐layer competitive advantage is becoming the focus of competition for any firm to succeed. Tries to develop an effective framework for companies to deal with the challenges of turbulent environments by integrating existing theories and techniques together and applying them as a whole Finally, provides an integrated framework with a practical example of Haier Group as a perspective of organizational learning, where there is successful competition in a turbulent environment and where the model is implemented practically.

Details

Foresight, vol. 4 no. 3
Type: Research Article
ISSN: 1463-6689

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Article
Publication date: 6 March 2017

Hung-Che Wu

The purpose of this paper is to identify the dimensions of experiential quality and examining the interrelationships among experiential quality, experiential satisfaction…

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6554

Abstract

Purpose

The purpose of this paper is to identify the dimensions of experiential quality and examining the interrelationships among experiential quality, experiential satisfaction, perceived value, experiential trust and experiential loyalty using a multi-dimensional and hierarchical model as a framework perceived by coffee chain customers.

Design/methodology/approach

The data used in this study were based on a sample of 428 customers at Starbucks in Taipei City of Taiwan. Data were analyzed using exploratory factor analysis and confirmatory factor analysis.

Findings

The findings reveal that there are four primary dimensions and 13 sub-dimensions of experiential quality in a coffee chain. In addition, the results indicate that affective quality is identified as the most primary dimension of experiential quality perceived by coffee chain customers. Experiential quality significantly influences perceived value and experiential trust, respectively. Also, experiential satisfaction is influenced by perceived value, experiential quality and experiential trust. Furthermore, experiential satisfaction and experiential trust are determinants of experiential loyalty.

Originality/value

This is the first study identifying experiential quality, experiential satisfaction, perceived value, experiential trust and experiential loyalty in the context of coffee chains.

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Article
Publication date: 14 August 2018

Ananda Sabil Hussein

This paper aims to explore the dimensions of experience quality in the area of Indonesia casual dining restaurant. Furthermore, this study scrutinizes the…

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1548

Abstract

Purpose

This paper aims to explore the dimensions of experience quality in the area of Indonesia casual dining restaurant. Furthermore, this study scrutinizes the interrelationships among experience quality, customer satisfaction, restaurant image, brand engagement and customer loyalty in Indonesia’s casual dining restaurant industry.

Design/methodology/approach

To achieve the research objectives, two consecutive studies were conducted. The first study was an exploratory study involving two focus group discussions and survey with self-administered questionnaires. The second study was an explanatory study, in which data were collected through self-administered questionnaires. A total of 405 respondents participated in this study. In the first study, the collected data were analysed by exploratory factor analysis, while partial least squares was used in the second study.

Findings

The result of exploratory factor analysis indicated that casual dining experience quality has four dimensions, namely, food aspects, interaction quality, physical environment and service outcome. This study also tests the interrelationship between experience quality and customer loyalty, customer satisfaction, restaurant image and brand engagement. The hypothesis testing shows that food aspect and interaction quality significantly affect customer satisfaction and restaurant image. Furthermore, customer satisfaction, restaurant image and customer engagement are noted as the antecedents of customer loyalty.

Originality/value

This study explores the dimension of Indonesian casual dining experience, and it proves that the casual dining experience construct based on Indonesian perspectives consists of four dimensions. Moreover, this study builds a comprehensive model to explain the interrelationship among experience quality, restaurant image, customer satisfaction, brand engagement and customer loyalty in the perspective of Indonesian casual dining restaurant.

Details

International Journal of Quality and Service Sciences, vol. 10 no. 3
Type: Research Article
ISSN: 1756-669X

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