Search results

1 – 10 of 22
To view the access options for this content please click here
Article
Publication date: 17 June 2013

Michael D. Clemes, David A. Cohen and Yang Wang

This study aims to analyze the relationships between Chinese students' behavioral intentions, satisfaction, service quality, perceived value, and university image. A…

Downloads
1429

Abstract

Purpose

This study aims to analyze the relationships between Chinese students' behavioral intentions, satisfaction, service quality, perceived value, and university image. A multi-level modeling approach is used to examine the relationships between these higher order constructs. In addition, service quality consists of three primary dimensions and 13 sub-dimensions. Finally, this study compares students' perceptions of the dimensions of service quality, overall perceived service quality, university image, perceived value, satisfaction and favorable behavioral intentions based on the demographic characteristics of the sample (gender, age, year of study, and major).

Design/methodology/approach

The data used in this study were based on a sample of 350 students studying at a public university in China. Data was analyzed using factor analysis, regression analysis, and analysis of variance (ANOVA).

Findings

The findings support using a multi-level model consisting of three primary dimensions and 13 sub-dimensions to conceptualize and measure perceived service quality. Service quality is the main determinant of satisfaction and has a significant influence on university image and perceived value. Perceived value has a significant moderating effect on the relationship between service quality and satisfaction. Satisfaction significantly influences recommending the university and future attendance. The results of this study also indicate that students' demographic characteristics (gender, age, year of study, and major) influence their perceptions of several of the constructs.

Originality/value

This is the first study synthesizing behavioral intentions, satisfaction, service quality, perceived value and university image in a Chinese university setting.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 25 no. 3
Type: Research Article
ISSN: 1355-5855

Keywords

To view the access options for this content please click here
Article
Publication date: 20 March 2017

Raditha Hapsari, Michael D. Clemes and David Dean

This study aims to empirically analyse the determinants of airline passenger loyalty in the high-frills Indonesian airline industry. The interrelationships among passenger…

Downloads
7614

Abstract

Purpose

This study aims to empirically analyse the determinants of airline passenger loyalty in the high-frills Indonesian airline industry. The interrelationships among passenger loyalty, customer engagement, customer satisfaction, brand image, perceived value and service quality are identified and discussed.

Design/methodology/approach

The perceptions of 250 Indonesian airline passengers were used to examine the interrelationships among the constructs. The data set was analysed using confirmatory factor analysis and structural equation modelling.

Findings

The empirical results demonstrate that customer engagement has the most influential effect on passenger loyalty, followed by customer satisfaction. Customer satisfaction has the largest total effect on customer engagement. Service quality, perceived value and customer satisfaction also indirectly affect customer loyalty through mediation.

Originality/value

The integration of the customer engagement construct with the other important marketing constructs comprehensively explains the role of customer engagement on customer loyalty. The effects of the important marketing constructs on customer loyalty are not only explained in the direct relationships but also in indirect relationships through mediation.

Details

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

Keywords

To view the access options for this content please click here
Article
Publication date: 12 October 2010

Michael D. Clemes, Christopher Gan and Dongmei Zhang

There is intense competition and increasing globalisation in financial markets. Bank management must develop customer‐oriented strategies in order to compete successfully…

Downloads
7864

Abstract

Purpose

There is intense competition and increasing globalisation in financial markets. Bank management must develop customer‐oriented strategies in order to compete successfully in the competitive retail banking environment. The longer a bank can retain a customer, the greater revenue and cost savings from that customer. China's accession to the World Trade Organisation (WTO) has resulted in the liberalisation and deregulation of China's financial services market. Chinese customers now have greater choices between domestic and foreign banks. This study aims to identify and analyse the factors that influence bank customers' switching behaviour in the Chinese retail banking industry.

Design/methodology/approach

The data for this analysis was obtained using a convenience sample of 421 bank customers in Jiaozuo City, Henan Province, China. The decision to switch banks is hypothesised to be a function of price, reputation, service quality, effective advertising competition, involuntary switching, distance, switching costs, distance, and demographic characteristics. Factor analysis and logistic regression are used to analyse the data and identify and rank the factors that impact on the bank switching behaviour of customers.

Findings

The research findings reveal that price, reputation, service quality, effective advertising, involuntary switching, distance, and switching costs impact on customers' bank switching behaviour. The findings also reveal that the young and high‐income groups are more likely to switch banks.

Practical implications

The results of this research allow service marketers and practitioners to develop and implement service marketing strategies to decrease customer defection rates, and in turn, increase bank profits. Furthermore, this research provides useful information for future researchers investigating customer switching behaviour in the retail banking industry.

Originality/value

This paper provides an empirical analysis of Chinese bank switching behaviour and provides a framework for future studies on the behaviour of bank customers.

Details

International Journal of Bank Marketing, vol. 28 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

To view the access options for this content please click here
Article
Publication date: 6 July 2010

Azmat Gani and Michael D. Clemes

The purpose of this paper is to present an empirical study of the contribution of the services sector to per capita economic growth for Pacific Island countries.

Abstract

Purpose

The purpose of this paper is to present an empirical study of the contribution of the services sector to per capita economic growth for Pacific Island countries.

Design/methodology/approach

Within the new growth theory framework, the empirical procedure consisted of the regression analysis of data using the panel data fixed effects procedure.

Findings

The results confirm the positive and statistically significant correlation of services growth to per capita gross domestic product growth.

Research limitations/implications

Limitations largely centre on the use of aggregate cross‐country data. Variations may be found in what actually drives the services growth at the country level. Thus, a country‐specific study would be more appropriate in order to get more robust results. Also, the data do not capture the effect of non‐market services. Disaggregate services data that separate market data services with non‐market services would provide a more accurate picture of the influence of non‐market services.

Practical implications

The practical implication is that that service sectors in the Pacific Island countries ought to be given greater support, for example, investment in physical and institutional infrastructure, market access, financial support, skill development and investment incentives.

Social implications

Pacific Islands services sectors contribute to household welfare through paid employment and meet household demands of service sector output.

Originality/value

This paper presents the first study among the Pacific Island countries that has examined the importance of services sector and its contribution to growth. The findings of this study are useful to Pacific policy makers in terms of improving the services sector through instituting appropriate growth enhancing policies.

Details

International Journal of Development Issues, vol. 9 no. 2
Type: Research Article
ISSN: 1446-8956

Keywords

To view the access options for this content please click here
Article
Publication date: 1 June 2003

Azmat Gani and Michael D. Clemes

This paper examines the effects of foreign aid type on human well being. Cross‐country regressions revealed aid for education and water to be positively correlated with…

Downloads
1407

Abstract

This paper examines the effects of foreign aid type on human well being. Cross‐country regressions revealed aid for education and water to be positively correlated with human well being in low‐income countries while aid for education and health are positively correlated with human well being in lower‐middle‐income countries. The results also confirm growth in output and gross domestic investment to be positively associated with human well being in low‐ and lower‐middle‐income countries. In the low‐income countries, it is also found that unproductive government expenditure, conflicts and rural populations are negatively correlated with human well being. Conflicts and rural populations are also negatively correlated with human well being in the middle‐income countries.

Details

International Journal of Social Economics, vol. 30 no. 6
Type: Research Article
ISSN: 0306-8293

Keywords

To view the access options for this content please click here
Article
Publication date: 1 September 2006

Azmat Gani and Michael D. Clemes

This paper tests the hypothesis that more information via higher levels of diffusion of ICT: a non‐income influence, leads to an improvement in societal well being using…

Downloads
1937

Abstract

Purpose

This paper tests the hypothesis that more information via higher levels of diffusion of ICT: a non‐income influence, leads to an improvement in societal well being using data from a large sample of low‐income countries.

Design/methodology/approach

The empirical procedure utilises a pooled cross section time wise autoregressive model to test the effects of information and communications technology (ICT) on economic well being.

Findings

The findings here provide strong support that the diffusion of the new ICT positively contribute to societal economic well being.

Practical implications

The implication of the findings is that low‐income countries, in particular, should quickly move to seize the opportunity to develop their ICT infrastructure given its beneficial welfare effects.

Originality/value

The paper examines the effect of ICT on well being.

Details

International Journal of Social Economics, vol. 33 no. 9
Type: Research Article
ISSN: 0306-8293

Keywords

To view the access options for this content please click here
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.

Downloads
1027

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

Keywords

To view the access options for this content please click here
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…

Downloads
1266

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

Keywords

To view the access options for this content please click here
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

Keywords

To view the access options for this content please click here
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…

Downloads
1325

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

Keywords

1 – 10 of 22