Search results

1 – 10 of over 31000
Article
Publication date: 4 March 2021

Byung-Hak Leem and Seong-Won Eum

The purpose of this study is to propose a method of measuring service quality as well as suggesting to detect customer complaints through analysis of customer online…

1389

Abstract

Purpose

The purpose of this study is to propose a method of measuring service quality as well as suggesting to detect customer complaints through analysis of customer online reviews of mobile bank, which is unstructured data.

Design/methodology/approach

This study uses text mining approach for customer online reviews analysis. The research procedure includes: (1) extracting users' reviews for Kakao Mobile Bank, (2) pre-processing of the extracted review data, (3) analyzing the sentiment of each review, (4) measuring the service quality score of each dimension by analyzing keyword frequency and network for each polarity, (5) evaluating total score for mobile bank service quality, and (6) detecting customer complaints on online reviews.

Findings

There are some findings. First, from the customer's point of view, it was possible to see which factors are important among the various dimensions of service quality and which factors should be managed well in mobile banking setting. Second, by periodically finding customer complaints, service failures can be prevented early, and service quality and customer satisfaction can be improved.

Practical implications

From a practical point of view, mobile bank managers should pay more attention to the service quality dimensions of practicality and enjoyment. In addition, the results mean that the app design and aesthetics with the most negative reviews should be reviewed from the user's perspective rather than from the company's point of view. Second, it is possible for them to establish a systematic complaint management system that can prevent service failure in advance by detecting customer complaints early. Third, it is possible for them to make quick decisions regarding service quality with the help of real-time customer response through dashboard construction.

Originality/value

This paper is a pioneer study measuring service quality with sentiment analysis, one of the text mining applications, using customers' reviews of a mobile bank.

Details

Industrial Management & Data Systems, vol. 121 no. 5
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 7 April 2021

Tejas R. Shah and Tejal T. Shah

The purpose of the study is to explore and analyze m-car rental service quality dimensions.

Abstract

Purpose

The purpose of the study is to explore and analyze m-car rental service quality dimensions.

Design/methodology/approach

Exploratory factor analysis method is applied to explore the m-car rental service quality dimensions. Further, confirmatory factor analysis is done to prove the reliability and validity of the factors using AMOS 22.0.

Findings

The results reveal the m-car rental service quality dimensions: ambient quality, technical quality, comfort, safety and employee service, mobile convenience, mobile responsiveness, mobile efficiency and reliability and mobile safety and billing.

Research limitations/implications

The explored dimensions of car rental services are in Indian environment. So, these dimensions can be further validated in other similar cultural context.

Practical implications

The proposed measurements can also be applied to measure and compare the service quality performance of car rental firms.

Originality/value

Current literature does not confirm the stable factor structure of m-car rental service quality. This study confirms the reliable and valid dimensions of care rental service through mobile app.

Details

International Journal of Innovation Science, vol. 14 no. 3/4
Type: Research Article
ISSN: 1757-2223

Keywords

Article
Publication date: 22 February 2013

Arvind Malhotra and Claudia Kubowicz Malhotra

The purpose of this paper is to explore the switching behavior of mobile service customers in the USA with a focus on service quality, innovation and lock-in strategies as…

4773

Abstract

Purpose

The purpose of this paper is to explore the switching behavior of mobile service customers in the USA with a focus on service quality, innovation and lock-in strategies as deterrents of switching.

Design/methodology/approach

A thorough literature review coupled with two focus group interviews provided the impetus for the design and development of a survey instrument that was then administered to graduate and undergraduate students in the Southeast USA.

Findings

The paper finds that: mobile service quality (m-SERVQUAL) is a significant detractor of switching intentions of customers – if customers perceive their provider to be innovative, they are less likely to switch to another provider; the perception of being innovative is equally as important as the perception of the service quality delivered by the provider; hard lock-in (unreasonable contract length) leads customers to increase their intention to switch, which is completely counter to its intended purpose; and service quality perceptions and perceptions of the innovativeness of the company positively impact consumers ' intent to buy more add-on services.

Practical implications

Delivering high service quality as well as being perceived as an innovator are key determinants in reducing consumer switching. Each has a unique role to play, but understanding the impact of the interplay between them is critical. Important innovation factors for providers include creating new services, especially data services, and working with hardware manufacturers to provide new phone models more frequently. Lastly, hard lock-in (e.g. long contracts, contract breaking fees, etc.) may backfire with a higher reported propensity to switch in the long run.

Originality/value

The study draws attention to the importance of innovation in retaining customers. Counter to the literature, it also finds that hard lock-ins may be detrimental in the long run and a practice to be avoided.

Details

Journal of Services Marketing, vol. 27 no. 1
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 5 February 2018

Prasanta Kr. Chopdar and V.J. Sivakumar

The purpose of this research is to investigate the influence of psychological contract violation (PCV) on service quality and perceived value, and consequently on users…

1272

Abstract

Purpose

The purpose of this research is to investigate the influence of psychological contract violation (PCV) on service quality and perceived value, and consequently on users positive word of mouth intention towards mobile shopping applications. The role of personalization as a moderator is further investigated.

Design/methodology/approach

A descriptive research approach was adopted, and responses were gathered from 252 mobile shopping application users in India, using an online survey. The variance-based partial least square structural equation modelling approach was opted for analysing the research model.

Findings

The results showed the deleterious effects of PCV on service quality and perceived value. The findings further confirm the significant positive impact of service quality and perceived value on the positive word of mouth intention of users. The role of personalization in mitigating the adverse effects of PCV on perceived value among users of mobile shopping application is highlighted in the study; however, its role in safeguarding service quality is found to be insignificant.

Research limitations/implications

A study with larger sample of respondents from varied nationalities will aid in generalizing the findings of this research.

Originality/value

This is the first time that PCV and its consequences have been studied in the context of mobile shopping applications.

Details

Journal of Indian Business Research, vol. 10 no. 2
Type: Research Article
ISSN: 1755-4195

Keywords

Article
Publication date: 13 February 2017

Hajar Saeed Al-Hubaishi, Syed Zamberi Ahmad and Matloub Hussain

The purpose of this paper is to identify service quality dimensions and their sub-dimensions for mobile government services. Despite studies conducted on mobile services

1902

Abstract

Purpose

The purpose of this paper is to identify service quality dimensions and their sub-dimensions for mobile government services. Despite studies conducted on mobile services, there is lack of a comprehensive framework of mobile government service quality. Researchers and practitioners must outline a taxonomy of mobile government service quality before they can begin to test their effects empirically. It cannot be assumed that e-government is the same as m-government. Therefore, it is important to understand the dimensions that affect mobile government service quality.

Design/methodology/approach

Mobile government service quality dimensions were extracted from the literature on m-government from its development and transition from e-government to service models being used. This helps understand what service quality dimensions are necessary when creating more efficient, reliable, and responsible forms of m-government. The dimensions are demonstrated within a holistic framework of m-government service quality, presented for both academic and practitioner appreciation.

Findings

This paper identifies 20 mobile government service quality sub-dimensions classified within six dimensions.

Originality/value

The literature on mobile government service quality is scarce. With the expectation of mobile subscriptions worldwide reaching 8 billion by 2016, it is the most lucrative time to be researching how the design of mobile government affects service quality. This paper is the first to provide information on m-government service quality dimensions available for assessment.

Details

Journal of Enterprise Information Management, vol. 30 no. 1
Type: Research Article
ISSN: 1741-0398

Keywords

Article
Publication date: 1 June 2006

Heejin Lim, Richard Widdows and Jungkun Park

This study aims to investigate determinants of satisfaction and loyalty decisions in the use of mobile services.

6839

Abstract

Purpose

This study aims to investigate determinants of satisfaction and loyalty decisions in the use of mobile services.

Design/methodology/approach

A research model was designed to identify multi‐dimensions of mobile service quality and perceived value, and investigate their influences on satisfaction and loyalty. Structural equation modeling was employed to test hypotheses.

Findings

Statistical analysis identified five distinct dimensions of mobile service quality, and their direct and indirect effects on economic value, emotional value on loyalty intention through satisfaction. Two dimensions of perceived value (i.e. economic value, emotional value) had significant influences on customer satisfaction, and then, on loyalty intention. Also, the results show interrelationship between economic and emotional value.

Originality/value

In particular, each dimension of mobile service quality appeared to have different effects on perceived economic value, emotional value, and the level of satisfaction. Accordingly, mobile service managers are recommended to develop strategic promotion efforts based on targeted consumers' needs and marketing goals.

Details

Journal of Consumer Marketing, vol. 23 no. 4
Type: Research Article
ISSN: 0736-3761

Keywords

Article
Publication date: 2 October 2017

Manon Arcand, Sandrine PromTep, Isabelle Brun and Lova Rajaobelina

The purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and…

8024

Abstract

Purpose

The purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship (commitment, trust and satisfaction) between consumers and their primary financial institution.

Design/methodology/approach

An online survey was conducted using a sample of 375 respondents, all owners of a mobile device and all accustomed to conducting banking activities on mobile platforms. Results were analyzed using structural modeling techniques (EQS 6.1).

Findings

Findings confirm that trust significantly and positively impacts commitment/satisfaction. Mobile banking service quality dimensions also influence trust and commitment/satisfaction. Trust is associated with security/privacy and practicity (regarded as utilitarian factors), while commitment/satisfaction is driven by enjoyment and sociality (dimensions more hedonic by nature). No link is found between interface design and either trust or commitment/satisfaction.

Originality/value

This study contributes to bank marketing theory since it is the first to demonstrate how key mobile banking service quality dimensions drive customer perceptions of relationship quality. In doing so, this research extends beyond mobile adoption (short term) by addressing customer engagement with financial institutions and issues relating to relationship quality (long term). Regarding managerial implications, findings signal to marketers in the financial services industry the importance of not underestimating the power of hedonic factors (sociality and enjoyment) when developing mobile platforms. These dimensions are often overlooked in the banking industry, a sector in which consumers are believed to be mostly driven by utilitarian motives.

Details

International Journal of Bank Marketing, vol. 35 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 2 September 2014

Shuiqing Yang, Yan Wang and June Wei

Attracted by tremendous market opportunities of mobile business, many web services providers have started to expand their web services from traditional PC-based…

1371

Abstract

Purpose

Attracted by tremendous market opportunities of mobile business, many web services providers have started to expand their web services from traditional PC-based environment into the mobile-based environment. However, success in the web services cannot guarantee the success in the mobile services. The purpose of this paper is to identify factors that influence consumer evaluation and use of mobile shopping services in a web-mobile service extension context.

Design/methodology/approach

Based on categorization theory, this paper focusses on the role of integration and consistency between web and mobile services. A research model was created and empirically tested on data collected from 298 mobile shopping users in China.

Findings

The structural equation modeling analysis indicates that evaluation of source (web service quality) positively affect evaluation of target (perceived mobile service quality and flow in mobile services). The study also found that the relationships between source and target (perceived integration and perceived consistency) play an important role in determining evaluation of the target, which in turn shapes intention to use mobile services.

Research limitations/implications

The survey is based on mobile shopping consumers. Caution is required in any effort to generalize the findings to other research contexts. Factors influencing a consumer's extension or adoption decisions in regard to different mobile services may not be the same, or the degree of influence may differ. Continued studies can test and compare our findings in different mobile services contexts.

Practical implications

The results of the findings provide specific methods for managing the process of web-mobile service extension. The results also indicate the importance of perceived consistency in shaping consumers’ evaluation of the extended mobile services in practical environments.

Originality/value

The present study extends the categorization theory to a multi-channel context and examines mobile services adoption from a cross-environment perspective. It considers evaluation of source, evaluation of target, and the relationships between source and target, which enriches the innovation adoption literature by providing a holistic insight into the evaluation and use of mobile services.

Details

Industrial Management & Data Systems, vol. 114 no. 8
Type: Research Article
ISSN: 0263-5577

Keywords

Article
Publication date: 16 May 2016

Minjoon Jun and Sergio Palacios

– The purpose of this paper is to identify the key dimensions of mobile banking (m-banking) service quality.

6449

Abstract

Purpose

The purpose of this paper is to identify the key dimensions of mobile banking (m-banking) service quality.

Design/methodology/approach

The authors employ the critical incident technique to unveil the key dimensions of m-banking service quality as perceived by m-banking customers, and to identify critical satisfiers/dissatisfiers among the identified dimensions.

Findings

The analysis reveals a total of 17 dimensions of m-banking service quality: m-banking application quality (content, accuracy, ease of use, speed, aesthetics, security, diverse mobile application service features, and mobile convenience), and m-banking customer service quality (reliability, responsiveness, competence, courtesy, credibility, access, communication, understanding the customer, and continuous improvement). Of these, five dimensions, such as mobile convenience, accuracy, diverse mobile application service features, ease of use, and continuous improvement, are considered as the main sources of customer satisfaction/dissatisfaction.

Practical implications

M-bankers, based on the identified 17 dimensions, can develop a comprehensive service quality management system, which helps them identify and overcome key obstacles to the delivery of high quality m-banking customer services.

Originality/value

This study focusses on uncovering the key dimensions of m-banking service quality and their associated sub-dimensions specific to the context of m-banking. Theoretically, the identified dimensions and their related sub-items can serve as building blocks for further research in customer relationship management in m-banking.

Details

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

Keywords

Article
Publication date: 1 August 2016

Sajad Rezaei, Muslim Amin, Minoo Moghaddam and Norshidah Mohamed

The purpose of this study is to examine the impact of service quality, perceived usefulness and users’ cognitive satisfaction to determine the third-generation (3G) mobile

Abstract

Purpose

The purpose of this study is to examine the impact of service quality, perceived usefulness and users’ cognitive satisfaction to determine the third-generation (3G) mobile phone users’ behavioural retention in using 3G telecommunications services.

Design/methodology/approach

A total of 243 valid questionnaires were collected from 3G users in the Klang Valley, Malaysia. The combination of partial least squares (PLS) path modelling approach and structural equation modelling (SEM; PLS-SEM) technique was used to analyze the measurement and structural model.

Findings

Our empirical assessment supports the proposed research hypotheses and further suggests that service quality is a second-order reflective construct comprising navigation and visual design, management and customer service and system reliability and connection quality.

Originality/value

Prior studies have examined the impact of service quality, perceived usefulness, overall users’ satisfaction and behavioural intention on an information system in general. This study is among the few studies that have attempted to gain insights into 3G users’ post-adoption experience with telecommunications services.

Details

Nankai Business Review International, vol. 7 no. 3
Type: Research Article
ISSN: 2040-8749

Keywords

1 – 10 of over 31000