Search results

1 – 10 of over 1000
Article
Publication date: 16 May 2016

Muslim Amin

– The purpose of this paper is to examine the internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty.

15499

Abstract

Purpose

The purpose of this paper is to examine the internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty.

Design/methodology/approach

A total of 1,000 questionnaires were distributed for internet banking customers and 520 were returned (resulting 52 percentage of response rate).

Findings

The results confirmed that the all four dimensions (personal need, site organization, user friendliness, and efficiency of website) are distinct constructs. The results also indicated that internet banking service quality consisting of four dimensions has appropriate reliability and each dimensions has a positive significant relationship with internet banking service quality. The efficiency of banking website is the important aspect of internet banking service quality. The finding found that the relationship between internet banking service quality, e-customer satisfaction and e-customer loyalty are significant.

Practical implications

The results show that the higher level of internet banking service quality significantly impacts to e-customer satisfaction and consequently leads to e-customer loyalty and a lower intention to leave the relationship with bank.

Originality/value

This study proposes a model to understand the effect of internet banking service quality on e-customer satisfaction and e-customer loyalty in developing country. The constructs truly reflect the dynamism of customers’ banking relationship and a better understanding the attitude on internet banking will help the bankers in implementing more effective marketing strategies.

Details

International Journal of Bank Marketing, vol. 34 no. 3
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 28 December 2021

Areej Abdulrahman Alarifi and Khalid Sami Husain

The main purpose of this study is to compare e-customer satisfaction in Saudi banks before and during coronavirus disease 2019 (COVID-19) pandemic by assessing the e-service…

1396

Abstract

Purpose

The main purpose of this study is to compare e-customer satisfaction in Saudi banks before and during coronavirus disease 2019 (COVID-19) pandemic by assessing the e-service quality dimension before and during the pandemic.

Design/methodology/approach

To examine e-customer satisfaction among Saudi bank e-customers, data were collected using convenience sampling methods utilizing two questionnaires before and during COVID-19, distributed to Saudi bank e-customers. The sample size of collecting data of 588 bank e-customers was analyzed through a well-known statistical technique, multiple regression and paired sample t-test, using Statistical Product and Service Solutions (SPSS) software and Excel.

Findings

It is found that efficiency is the major determinant of e-customerssatisfaction with banks in Saudi Arabia. The Saudi context is different from other countries. There are differences between the impact of Internet banking e-service quality on e-customer service before and during the COVID-19.

Practical implications

This research has a crucial inference for the managerial level practically. This study has important implications for the banks to satisfy their e-customers by increasing customer service level and enhancing the interaction in the site to solve the e-customers problem immediately by creating an effective support team to encourage the effect of responsiveness. In particular, website managers should review their website framework and create an easily organized site for e-customers.

Originality/value

The research improves past studies' methodology by testing the impacts between the constructs before and during COVID-19. This research is a significant addition to the current literature collection.

Details

International Journal of Quality & Reliability Management, vol. 40 no. 2
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 25 May 2021

Ipek Kazancoglu and Burak Demir

The aim of this paper is to analyse the effects of flow experience on repurchase intention. In this context, this paper examines the mediating role of e-customer satisfaction

3299

Abstract

Purpose

The aim of this paper is to analyse the effects of flow experience on repurchase intention. In this context, this paper examines the mediating role of e-customer satisfaction during COVID-19 pandemic. This study is based on flow theory using two consequent factors, which have not been investigated together previously.

Design/methodology/approach

A questionnaire consisted of flow experience dimensions and e-customer satisfaction, repurchase intention. An online survey was conducted with 478 consumers who experienced flow in online shopping. Exploratory factor analysis and structural equation modelling were used to test research hypotheses. The research study data were collected between 20 March and 31 May 2020, during the spread of COVID-19.

Findings

Telepresence, concentration and control dimensions of flow experience have a significant effect on e-customer satisfaction. In addition, it was determined that the change in repurchase intention was caused by concentration and telepresence dimensions of flow experience. Therefore, it was found that e-customer satisfaction has a significant effect on repurchase intention. As a result, it was determined that e-customer satisfaction has a partial mediating role in the effect of flow experience dimensions of telepresence, concentration and control, and a full mediating role in the effect of flow experience dimension of time distortion on repurchase intention.

Research limitations/implications

The limitations of the study are that research was conducted on only one retail company and a limited number of participants were reached. In addition, some flow experience dimensions were excluded in the study, constituting another limitation.

Originality/value

This paper contributes flow theory literature by modelling flow dimensions as an independent variable that affects e-customer satisfaction and repurchase intention. In addition, different dimensions of flow experience in online retailing have been discussed, and no study has been found that discusses flow experience dimensions (goal clarity, enjoyment, curiosity, control, telepresence, time distortion, concentration) together. This study conducted during COVID-19 pandemic would produce a different perspective on flow experience in e-retailing

Details

International Journal of Retail & Distribution Management, vol. 49 no. 11
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 3 December 2021

Miao Miao, Tariq Jalees, Syed Imran Zaman, Sherbaz Khan, Noor-ul-Ain Hanif and Muhammad Kashif Javed

This research study investigates the factors that influence e-customer satisfaction, e-trust, perceived value and consumers repurchase intention in the context of the B2C…

9634

Abstract

Purpose

This research study investigates the factors that influence e-customer satisfaction, e-trust, perceived value and consumers repurchase intention in the context of the B2C e-commerce segment. It investigates the mediation effect of e-customer satisfaction, e-trust and perceived value on repurchase intention. It also examines the moderating role of prior online experience.

Design/methodology/approach

Based on the adapted questionnaire, pre-recruited enumerators collected the data from five leading business universities of Karachi. They distributed 425 questionnaires and received 415 questionnaires. The study has used Partial Least Square-Structure Equation Modeling (PLS-SEM) technique for data analysis.

Findings

We have tested 20 hypotheses, of which our results do not support five, including two direct, two mediating. Our results support all the direct hypotheses except the following two: (1) delivery service affects e-satisfaction (2) customer services quality effect on trust. We did not find support for the following two mediating hypotheses (1) e-satisfaction mediates delivery services and repurchase intention, (2) service quality mediates customers' service quality and repurchase intention. Our results do not support one moderating relationship. Prior online experience moderates e-perceived value and repurchase intention.

Research limitations/implications

This research provides valuable information to the online retailers of B2C e-commerce, which can help them make strategies based on their consumers' behavior and encourage them to make repeat purchases from online retailing stores. It allows future researchers to replicate the model in cross-cultural studies in different product categories.

Originality/value

We have examined the moderating effect of prior online experience between (e-satisfaction, e-trust and perceived value) on the repurchase intention.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 34 no. 10
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 1 July 2020

Syed Ali Raza, Amna Umer, Muhammad Asif Qureshi and Abdul Samad Dahri

This study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect the…

17455

Abstract

Purpose

This study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect the structural association between Internet banking service quality, electronic customer satisfaction and electronic customer loyalty based on separate constructs.

Design/methodology/approach

In this present research, quantitative approach is applied. The data is gathered from 500 bank clients in Pakistan by using structured questionnaires, and the theoretical model is tested by partial least square structured equation modeling (PLS-SEM). Moreover, convergent validity and discriminant validity were assessed.

Findings

Results show that all the dimensions are found to have a positive and significant influence on customer satisfaction while customer’s satisfaction has a significant and positive impact on customer’s loyalty. Findings indicate that service quality plays a very important role in every society, as it has become the basis for how customers interpret online banking and, in the end, how it interacts and operates with online services.

Practical implications

This research adds up considerably to the literature of bank marketing, and it is also fruitful for the academicians since it demonstrates the way Internet banking service quality determinants predict e-satisfaction of clients which ultimately raises the e-loyalty of clients. This study is useful for those E-retailers and managers who want to grab e-retailing market.

Originality/value

This research suggests a model which ultimately enhances customer loyalty towards Internet banking service quality through customer satisfaction in Pakistan. It involves modified model of E-SERVQUAL (user friendliness, efficiency of websites, personal need, and site organization) which connects it to electronic customer satisfaction and electronic customer loyalty. Therefore, it will assist the Internet banking sector in building effective marketing tactics, establishing long lasting relationships with clients and acquiring the competitive edge in the market.

Details

The TQM Journal, vol. 32 no. 6
Type: Research Article
ISSN: 1754-2731

Keywords

Article
Publication date: 21 November 2023

Rashed Al Karim, Md Karim Rabiul and Sakia Kawser

This study aims to examine the effect of e-customer relationship management (e-CRM) on customer e-loyalty through e-service quality and e-satisfaction. This study also examines…

Abstract

Purpose

This study aims to examine the effect of e-customer relationship management (e-CRM) on customer e-loyalty through e-service quality and e-satisfaction. This study also examines how customers’ e-loyalty affects their willingness to recommend a banking service.

Design/methodology/approach

A total of 372 private bank customers from Chattogram, the second largest and only port city of Bangladesh, were chosen using a convenience sampling technique. Structured equation modelling was used to analyse the data.

Findings

E-CRM positively impacts e-service quality, customer e-satisfaction and customer e-loyalty. The association between e-CRM and customer e-loyalty is sequentially mediated by e-service quality and e-satisfaction. E-loyalty has a significant influence on willingness to recommend a banking service.

Practical implications

The findings will help Bangladeshi banks boost the number of prospective customers implementing e-CRM. In addition, mediators between e-CRM and e-loyalty provides managers a new insight on willingness to recommend a banking service.

Originality/value

The sequential mediation effect of e-service quality and customer e-satisfaction on the connection between e-CRM and e-loyalty represents the unique contribution and enriches the present e-CRM literature, particularly in the Bangladeshi private banking sector.

Details

Global Knowledge, Memory and Communication, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9342

Keywords

Article
Publication date: 2 October 2019

Mukaram Ali Khan, Syed Sohaib Zubair and Maria Malik

The purpose of this paper is to examine e-service quality (E-SQ) of online shopping in Pakistan using “E-S-QUAL scale.” Moreover, in this study, the relationship of E-SQ with…

3789

Abstract

Purpose

The purpose of this paper is to examine e-service quality (E-SQ) of online shopping in Pakistan using “E-S-QUAL scale.” Moreover, in this study, the relationship of E-SQ with e-customer satisfaction (E-CS) and e-customer loyalty (E-CL) has been studied.

Design/methodology/approach

Following a quantitative research methodology, data were collected from 298 respondents using convenience sampling and survey research design was followed. In order to develop the model and test the hypotheses, structure equation modeling (SEM) was done through AMOS.

Findings

Findings indicate that all of the first latent constructs are significant where E-CS and E-CL (dependent variables) are influenced by E-SQ (independent variable). Using SEM, statistically fit structural model was developed on the basis of confirmatory factor analysis. The analysis shows that there is a strong positive relation between E-SQ and E-CS and E-SQ and E-CL.

Practical implications

Asian markets have been identified as the fastest growing e-commerce markets in present era. Similarly, retail sector in Pakistan is booming, at the same time an exponential increase is being observed in the number of internet users and online shopping. It is important for marketers and retailers to explore new horizons and enter the age of e-commerce for expansion of their businesses.

Originality/value

The increasingly wide use of the internet is influencing everything around the globe and these emerging e-commerce trends have tremendously changed the mode of shopping from brick and mortars to e-stores. The study explores the e-commerce and focuses on E-SQ and its impact on E-CS and E-CL in the context of a developing economy, i.e. Pakistan, uncovering the key dimensions and attributes.

Details

South Asian Journal of Business Studies, vol. 8 no. 3
Type: Research Article
ISSN: 2398-628X

Keywords

Article
Publication date: 8 March 2022

Rouf Ahmad Mir, Raja Rameez and Nida Tahir

This study aims to empirically develop a reliable and valid instrument measuring the online service quality in the context of the banking sector in India.

1514

Abstract

Purpose

This study aims to empirically develop a reliable and valid instrument measuring the online service quality in the context of the banking sector in India.

Design/methodology/approach

The methodological framework of this research comprises developing an instrument that is based on previous literature, qualitative and quantitative procedure. The study used the survey method and collected data via a well-structured questionnaire from a sample of active Internet banking users. The proposed instrument is identified by the data-reduction technique that is exploratory factor analysis (EFA), and validated through the confirmatory factor analysis (CFA).

Findings

The results confirmed that the digital banking service quality scale (DBSQual) contains 24 items in seven dimensions: (1) web architecture, (2) user friendliness, (3) efficiency of website, (4) reliability, (5) responsiveness, (6) security and (7) personalization. The relationship between digital banking service quality and e-customer satisfaction has also been found to be significant in this study.

Research limitations/implications

The results of this study do not find general application for different banks operating in the same sector in India. More testing of DBSQual is required across various different contexts for validity augmentation. In addition, findings would be more reliable if the non-Indian context could be taken into consideration. Thus, such limitations open a window for future research.

Practical implications

This study is quite fruitful for the banking organizations in measuring their online services, and enables them to implement their marketing and operational strategies more effectively and efficiently.

Originality/value

The contribution of this study is the development and validation of a new instrument that is DBSQual that contains seven determinants of customers' e-service quality perception, emphasis on measuring online service quality in the Indian banking sector. These determinants will offer banks a promising starting idea for establishing an effective quality management for their online businesses. They will be able to increase the opportunities by tapping themselves at a competitive edge.

Article
Publication date: 19 June 2009

Alessandro Arbore, Paolo Guenzi and Andrea Ordanini

Interpersonal relationships can be a key success factor in many service businesses. A capable disc jockey, for example, may help a radio station in improving customer satisfaction

2831

Abstract

Purpose

Interpersonal relationships can be a key success factor in many service businesses. A capable disc jockey, for example, may help a radio station in improving customer satisfaction. But does he/she help in building customer loyalty too? What happens if this employee leaves the organisation? The purpose of this paper is to assess the overall net effect that customer satisfaction with a key service employee may have on customer loyalty to a service firm.

Design/methodology/approach

The radio industry is selected as a specific case where a key service employee exists. A conceptual model is developed and tested on a sample of radio listeners using structural equation modelling.

Findings

The results confirm that customer satisfaction with a disc jockey increases personal loyalty to this employee. That outcome, in turn, cancels out part of the positive effects on customer loyalty to the radio station.

Research limitations/implications

The model is tested within a specific service industry and the findings are not generalisable to contexts whose underlying characteristics differ from that industry. The aim is to propose a frame for estimating the net effects of relational trade‐offs with a key service employee. More generally, the study contributes to increased knowledge on the topic of customers' multiple levels of relationships.

Practical implications

When designing a value proposition in service industries where a key employee exists, it becomes especially important to add value elements and satisfaction drivers strictly referable to the firm and not to a specific person (e.g. image and reputation, behavioural consistency, overall experience, etc.).

Originality/value

The concept of “key service employee” is formally introduced and defined. A crossed design to weigh both direct and indirect relational outcomes is proposed. Loyalty to a key employee is explicitly measured as concurrent loyalty toward the firm.

Details

Journal of Service Management, vol. 20 no. 3
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 10 August 2021

Sulemana Bankuoru Egala, Dorcas Boateng and Samuel Aboagye Mensah

In this paper, the authors investigated the impact of quality digital banking services delivered during the COVID-19 pandemic on customers' satisfaction and retention intentions.

3314

Abstract

Purpose

In this paper, the authors investigated the impact of quality digital banking services delivered during the COVID-19 pandemic on customers' satisfaction and retention intentions.

Design/methodology/approach

This study combined constructs drawn from the E-S-QUAL and BSQ models to measure the impact of digital banking services on subscribers of digital banking services in Ghana. The study utilized structural equation modeling with partial least squares (PLS-SEM) to analyze 395 responses.

Findings

Results revealed a significant direct effect between digital banking services satisfaction and customer retention decision. The results also revealed that digital banking services quality dimensions such as ease of use, efficiency, privacy/security and reliability impact customers' satisfaction and retention intentions.

Research limitations/implications

Digital banking service portfolios and their quality dimensions vary among banks. This offers an opportunity for banking institutions and other non-bank financial service providers to be wary of the impact of quality service delivery on customers' decisions. This paper makes significant theoretical contributions and practical implications on the relevance of quality digital banking services in customers' retention strategies for competitive advantage.

Originality/value

This study has underlined the significance of quality digital banking services in developing countries. The study underscored the need for banking and non-bank financial institutions to embrace the much-anticipated quality service demanded by customers and the need for continuous service improvement relative to the growing deployment of financial technologies.

Details

International Journal of Bank Marketing, vol. 39 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

1 – 10 of over 1000