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Article
Publication date: 6 September 2022

Iddrisu Mohammed, Mahmoud Abdulai Mahmoud, Alexander Preko, Robert Hinson and Joseph G. Yeboah

This paper sought to examine the factors that influence intention to recommend, focussing on the extension of the theory of planned behaviour in halal tourism, with…

Abstract

Purpose

This paper sought to examine the factors that influence intention to recommend, focussing on the extension of the theory of planned behaviour in halal tourism, with additional instruments such as halal safety and security, and trustworthiness of halal information.

Design/methodology/approach

Guided by a quantitative approach, cross-sectional data were collected using 394 Muslim diaspora tourists. The analysis technique used in this study is the partial least square structural equation modelling (PLS-SEM).

Findings

The results suggest that halal planned behaviour may account for the intention to recommend. Halal attitude, subjective norm, halal image, halal value, halal safety and security, and trustworthiness of halal information positively and significantly affect intention to recommend.

Practical implications

Muslim diaspora tourists are identified to have halal planned behaviour on intention to recommend. Hence, destination managers and practitioners are suggested to develop proactive halal products and services that appeal to tourists' intention to recommend.

Originality/value

This study has developed two new constructs: halal safety and security, and the trustworthiness of halal information grounded on the theory of planned behaviour in halal tourism. Specifically, the focus is on Muslim diasporic tourists' perspective in a non-Islamic context.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 18 July 2016

Ernest Emeka Izogo

The purpose of this paper is to examine how companies can influence customers’ repurchase intention and willingness to recommend through relationship quality (RQ…

1694

Abstract

Purpose

The purpose of this paper is to examine how companies can influence customers’ repurchase intention and willingness to recommend through relationship quality (RQ hereafter) constructs by leveraging customer orientation, expertise and information sharing.

Design/methodology/approach

The research informants were recruited from a Southeastern Nigerian city. Data analysis was based on 303 qualified cases extracted from the 332 valid responses retrieved from the customers of retail banking services through a bank-intercept method and online survey.

Findings

Except customer orientation, all the antecedents of RQ were directly related to trust and satisfaction. Whereas satisfaction was both directly and indirectly related to repurchase intention and willingness to recommend, trust was directly and indirectly related to repurchase intention but was not directly related to willingness to recommend. It was only indirectly related to willingness to recommend through satisfaction and repurchase intention. Trust and satisfaction mediate the link between RQ antecedents and repurchase intention and willingness to recommend. The research model explained 67 per cent of the total variance in willingness to recommend.

Research limitations/implications

The mediating role of RQ in the link between customer orientation, expertise and information sharing and repurchase intention and willingness to recommend remains largely untested in the literature. This provides an avenue for future studies to extend RQ research to the nature of the construct’s behaviour when it is tested as a mediator in the relationship between its antecedents and consequences especially in West Africa where substantive research is scarce.

Practical implications

One of the key measures that retail banks can use to keep customers’ patronage and spur them into making business referrals is to build trust and deliver pleasurable satisfaction by leveraging customer orientation, expertise and information sharing.

Originality/value

As far as could be established, this paper represents the first attempt to simultaneously explore the indirect effects of customer orientation, expertise and information sharing on repurchase intention and willingness to recommend through the constructs of RQ. The paper further demonstrates that the relationships estimated within the model are not moderated by gender and occupation differences.

Details

International Journal of Emerging Markets, vol. 11 no. 3
Type: Research Article
ISSN: 1746-8809

Keywords

Article
Publication date: 20 May 2021

Kyung Young Lee, Lorn Sheehan, Kiljae Lee and Younghoon Chang

Based on the post-acceptance model of information system continuance (PAMISC), this study investigates the influence of the early-stage users' personal traits…

1624

Abstract

Purpose

Based on the post-acceptance model of information system continuance (PAMISC), this study investigates the influence of the early-stage users' personal traits (specifically personal innovativeness and technology anxiety) and ex-post instrumentality perceptions (specifically price value, hedonic motivation, compatibility and perceived security) on social diffusion of smart technologies measured by the intention to recommend artificial intelligence-based voice assistant systems (AIVAS) to others.

Design/methodology/approach

Survey data from 400 US AIVAS users were collected and analyzed with Statistical Product and Service Solutions (SPSS) 18.0 and the partial least square technique using advanced analysis of composites (ADANCO) 2.1.

Findings

AIVAS technology is presently at the early stage of market penetration (about 25% of market penetration in the USA). A survey of AIVAS technology users reveals that personal innovativeness is directly and indirectly (through confirmation and continuance) associated with a stronger intention to recommend the use of the device to others. Confirmation is associated with all four ex-post instrumentality perceptions (hedonic motivation, compatibility, price value and perceived security). Among the four, however, only hedonic motivation and compatibility are significant predictors of satisfaction, which lead to use continuance and, eventually, intention to recommend. Finally, technology anxiety is found to be indirectly (but not directly) associated with a lower intention to recommend.

Originality/value

This is the first study conducted on the early-stage AIVAS users that evaluates the influence of both personal traits and ex-post instrumentality perceptions on users' intention for continuance and recommendation to others.

Open Access
Article
Publication date: 14 August 2018

Mijail Naranjo-Zolotov, Tiago Oliveira and Sven Casteleyn

The purpose of this paper is to investigate how citizens’ perception of empowerment can influence the intention to use and intention to recommend e-participation.

7324

Abstract

Purpose

The purpose of this paper is to investigate how citizens’ perception of empowerment can influence the intention to use and intention to recommend e-participation.

Design/methodology/approach

A research model is evaluated using structural equation modelling. An online survey questionnaire was used to collect data from 210 users of e-participation.

Findings

The results show that psychological empowerment influences the intention to use and recommend e-participation. Performance expectancy and facilitating conditions were the strongest predictors of intention to use; effort expectancy and social influence had no significant effect on the prediction of intention to use e-participation.

Research limitations/implications

The use of psychological empowerment as a higher-order multidimensional construct is still insufficiently researched. Future research may explore the effect of each dimension of psychological empowerment in different scenarios of e-participation adoption. Caution is needed when generalising our findings towards the adoption of e-participation in different locations or with different participants.

Practical implications

The findings can help the local governments to design strategies for the promotion and diffusion of e-participation amongst the citizenry. Those strategies should focus on citizens’ perception of empowerment, thereby creating a positive attitude towards intention to use and recommend e-participation.

Originality/value

An innovative research model integrates the unified theory of acceptance, use of technology and psychological empowerment; the last as a higher-order construct.

Details

Information Technology & People, vol. 32 no. 2
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 10 August 2020

Yinghui Zhang, Euisoo Kim and Zunming Xing

Image congruence is one central metrics that significantly influences image transfer. Nevertheless, studies on impact of image congruence on consumers' attitudinal and…

Abstract

Purpose

Image congruence is one central metrics that significantly influences image transfer. Nevertheless, studies on impact of image congruence on consumers' attitudinal and behavioral components in the context of sport tourism remain few. Therefore, this study aims to investigate the relationship among image congruence between sport event and host city, spectators' attitude toward the event and city and their intention to revisit and recommend the event and city. A mediating role of attitude in the relationship between image congruence and behavioral intention was also examined.

Design/methodology/approach

The study selected non-local spectators of the F1 Chinese Grand Prix and Shanghai ATP Masters 1000 as the participants. A total of 491 valid questionnaires were obtained from the survey of two events, including 222 from F1 Chinese Grand Prix and 269 from Shanghai ATP Masters 1000. Among respondents, 360 were Chinese spectators from other regions (73.3%) and 131 were international spectators (26.7%). The data were analyzed via descriptive statistics, correlations, factor analysis, exploratory factor analysis (EFA), confirmatory factor analysis (CFA), hierarchical regression analysis and ANOVA.

Findings

The results showed that image congruence between sports event and host city had a positive impact on spectators' attitude toward and intention to recommend the city; but it had no significant impact on attitude toward event, intention to revisit and recommend the event and intention to revisit the city. Attitude toward event had a positive impact on intention to revisit and recommend the event, and attitude toward host city had a positive impact on intention to revisit and recommend the city. In addition, attitude toward host city fully mediated the relationship between image congruence and intention to recommend the city.

Originality/value

The current study provides a meaningful contribution to the existing literature by examining the impact of image congruence on spectators' attitudinal and behavioral components in the context of sport tourism.

Details

International Journal of Sports Marketing and Sponsorship, vol. 22 no. 1
Type: Research Article
ISSN: 1464-6668

Keywords

Article
Publication date: 17 July 2007

Timothy L. Keiningham, Bruce Cooil, Lerzan Aksoy, Tor W. Andreassen and Jay Weiner

The purpose of this research is to examine different customer satisfaction and loyalty metrics and test their relationship to customer retention, recommendation and share…

28228

Abstract

Purpose

The purpose of this research is to examine different customer satisfaction and loyalty metrics and test their relationship to customer retention, recommendation and share of wallet using micro (customer) level data.

Design/methodology/approach

The data for this study come from a two‐year longitudinal Internet panel of over 8,000 US customers of firms in one of three industries (retail banking, mass‐merchant retail, and Internet service providers (ISPs)). Correlation analysis, CHAID, and three types of regression analyses (best‐subsets, ordinal logistic, and latent class ordinal logistic regression) were used to test the hypotheses.

Findings

Contrary to Reichheld's assertions, the results indicate that recommend intention alone will not suffice as a single predictor of customers' future loyalty behavior. Use of a multiple indicator instead of a single predictor model performs better in predicting customer recommendations and retention.

Research limitations/implications

The limitation of the paper is that it uses data from only three industries.

Practical implications

The presumption of managers when looking at recommend intention as the primary, even sole gauge of customer loyalty appears to be erroneous. The consequence is potential misallocations of resources due to myopic focus on customers' recommend intentions.

Originality/value

This is the first scientific study that examines recommend intentions and its impact on retention and recommendation on the micro (customer) level.

Details

Managing Service Quality: An International Journal, vol. 17 no. 4
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 15 March 2022

Maria Javed and Tahir Mumtaz Awan

This study explored the role of market mavens for young tourists and existential authenticity for young tourist co-creation experience. It determines intentions to revisit…

277

Abstract

Purpose

This study explored the role of market mavens for young tourists and existential authenticity for young tourist co-creation experience. It determines intentions to revisit and intentions to recommend tourism service providers. The theoretical foundation of this study is based upon the macro-micro theory approach of service-dominant (S-D) logic and customer engagement, which explains the idea of tourist co-creation interactivity and value creation between the service provider and tourist.

Design/methodology/approach

The positivist deductive approach, survey-based methodology was followed for this study. Data was collected from 349 young tourists who have traveled and contributed to travel services through collaboration and interaction with the service provider. The data were analyzed in SmartPLS, and structured equation modeling technique was used for hypothesis testing.

Findings

It was found that market mavens have a positive impact on young tourist's co-creation process, hence depicting intention to revisit and recommend the tourism service provider. Existential authenticity was also found having positive impact on tourist co-creation and intention to revisit and recommend the service provider. The results show that young tourists plan domestic trips in Pakistan and co-create with service providers.

Research limitations/implications

This study theoretically and practically contributed in the literature and enhanced the literature concerning mainly the young tourists co-creation. It has also enhanced the knowledge about intentions to revisit and recommend with special focus on market mavens. Also, existential authenticity of the tourist spots was keenly considered in the underlying research.

Originality/value

This study highlights value-creation phenomenon in tourism for younger tourists. Their input is important in the form of creativity and innovation and by incorporating these young tourists in decision-making process. They ensure their ability to participate and design, resulting in loyalty towards service provider.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 21 September 2018

Samar Rahi and Mazuri Abd. Ghani

The increasing innovation and urgent need of up-to-date and convenient information systems have gained high importance in financial sector. Several banks have deployed…

1021

Abstract

Purpose

The increasing innovation and urgent need of up-to-date and convenient information systems have gained high importance in financial sector. Several banks have deployed internet banking in order to reduce cost while improving customer services. Therefore, the growth of internet banking is limited and in many cases fallen short of expectations. The purpose of this paper is to develop an integrated model that combines technology, innovative and environmental factors altogether in order to understand customer’s intention to adopt, and intention to recommend internet banking in social networks.

Design/methodology/approach

In all, 398 valid responses were collected from customers of commercial banks, using convenience sampling approach. Data were analyzed using the structural equation modeling.

Findings

The findings show that integrated model has good explanatory power (78.3 percent) to predict customer’s intention to adopt internet banking. Findings also revealed that the interaction effect of gamification between user’s intention to adopt and user’s intention to recommend internet banking will be stronger when gamification effect is higher. Importance performance matrix analysis (IPMA) revealed that innovativeness and perceived technology security were the most important factors in order to determine user’s intention with regard to adoption of internet banking.

Practical implications

For policy-makers, it is suggested that they should focus on innovative characteristics and must ensure the possible environment for carrying out internet banking transaction. Advertising about new technology with adequate information may produce positive influence on user’s intention. Enjoyable internet banking website with reward system will help to improve user’s intention to adopt and intention to recommend internet banking with others, thus developers should introduce game features on internet banking website.

Originality/value

This study provides basis for further refinement of individual technology acceptance models and enrich the e-commerce literature adding innovative and game elements in interne banking adoption context. Additionally, the proposed model makes an important contribution in emerging e-commerce literature especially in the context of innovative and gamified internet banking.

Details

World Journal of Science, Technology and Sustainable Development, vol. 15 no. 4
Type: Research Article
ISSN: 2042-5945

Keywords

Article
Publication date: 24 October 2018

Samar Rahi and Mazuri Abd. Ghani

Understanding the main determinants of internet banking is important for banks and users. Although several prior research projects have focused on the factors that impact…

1094

Abstract

Purpose

Understanding the main determinants of internet banking is important for banks and users. Although several prior research projects have focused on the factors that impact on adoption of technology, there is a limited empirical work which simultaneously captures technology-specific factors (PE, EE, WD, GAM) and customer-specific factors (GSC, INTRC) that help customers to adopt internet banking. Thus, the purpose of this paper is to verify how these factors influence individual behavior and motivate them to adopt new technology. The authors advance the body of knowledge on this subject by proposing moderating relationship of gamification between user’s intention to adopt and intention to recommend internet banking in social network.

Design/methodology/approach

To test the model the authors developed a quantitative study involving 398 internet users from five commercial banks. Data were collected in four weeks beginning of September 2017 from three large cities of Pakistan using convenience sampling approach. The theoretical model was tested using structural equation modeling (SEM).

Findings

The results indicate that intention to adopt internet banking is positively affected by performance expectancy, effort expectancy, website design, website characteristics and general self-confidence. Findings of SEM showed that approximately 72 percent of the variance in customer’s intention to adopt internet banking was accounted by predictors. Moderating effect of gamification suggested that the positive relationship between customer’s intention to adopt and customer’s intention to recommend internet banking will be stronger when gamification is higher. Importance performance matrix analysis (IPMA) suggested that among all other variables general self-confidence is the most important construct as it has the highest importance value in IPMA.

Practical implications

This study provides insightful guideline to practitioners, web designers and marketing professional that they should focus on both technology perspective and customer-specific factors to boost the confidence of internet banking users, while for researchers this study provides a basis for further development of technology adoption models in e-commerce domain.

Originality/value

This study contributes to the body of knowledge by adding game elements in technology perspective model and augments the e-commerce literature in the internet banking adoption context. To the date, this study is the first in its nature that investigates both technology-specific factors and customer-specific factors altogether to see the users influence toward technology adoption.

Details

The International Journal of Information and Learning Technology, vol. 36 no. 1
Type: Research Article
ISSN: 2056-4880

Keywords

Article
Publication date: 20 March 2017

Mohammad Hani Al-Kilani and Naseem Twaissi

This study aims to assess students’ perceived quality of university administrative services, and reconnoiter the disparities in their perceptions according to their gender…

Abstract

Purpose

This study aims to assess students’ perceived quality of university administrative services, and reconnoiter the disparities in their perceptions according to their gender and college. This study also scrutinizes the influences of students’ perceived quality of university administrative services on their behavioral intentions, and examines the moderating effects of students’ gender on these influences.

Design/methodology/approach

Achieving a reply rate of 68 per cent, this study was carried out in a public university in Jordan by using a stratified systematic random sample consisting of 10 per cent of the population, where 572 usable questionnaires were returned. Reliabilities of scales were assessed via Cronbach’s alpha, and hypotheses were tested via t-test, analysis of variance and hierarchical regressions.

Findings

The results showed that after controlling for other studied variables, students’ perceived quality of university administrative services explains 5.6 and 4.1 per cent of their behavioral intentions to transfer to a different university and to recommend their university, respectively. Further, when considering individually the five dimensions of students’ perceived quality of university administrative services, they explain 7.1 and 16.4 per cent of students’ behavioral intentions to transfer to a different university and to recommend their university, respectively. Furthermore, students’ gender moderates the influence of assurance on students’ intentions to recommend, as this moderating effect explains 2.7 per cent of students’ intentions to recommend.

Originality/value

This study addresses for the first time the influences for the perceived quality of the administrative services provided by a Jordanian public university on the behavior intentions after controlling for several variables including intention to leave university study and finding a moderating role for students’ gender.

Details

International Journal of Quality and Service Sciences, vol. 9 no. 1
Type: Research Article
ISSN: 1756-669X

Keywords

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