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Article

Mohammad Ahmad Al-hawari

– The purpose of this study was to test how customers’ personality traits affect the importance of service quality in triggering customer loyalty.

Abstract

Purpose

The purpose of this study was to test how customers’ personality traits affect the importance of service quality in triggering customer loyalty.

Design/methodology/approach

A survey was used to collect information from respondents about their attitude toward and experiences with their primary bank. The same survey was also used to explore respondents’ personality traits. AMOS 18 was used to test the hypothesized relationships.

Findings

The findings, consistent with the literature, show that the overall quality of service affects customer loyalty. Services quality plays significant and more important role in triggering customer loyalty for customers that tend to be low on most of the five personality traits. For customers high on most of the personality traits, quality plays less of a role in triggering customer loyalty.

Practical implications

This study demonstrates how bank managers could use their customers’ personality traits to offer the best services and, ultimately, foster stronger relationships.

Originality/value

Very few papers speculated and non-tried to investigate the effect of customers’ personality traits on the quality-loyalty relationship within the context of retail banking. Thus, this paper fills this gap.

Details

International Journal of Bank Marketing, vol. 33 no. 1
Type: Research Article
ISSN: 0265-2323

Keywords

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Article

Mohammad A Ahmad Al-Hawari

The purpose of this study is to investigate the relationships between e-quality, e-satisfaction and e-loyalty and test how these relationships vary across different levels…

Abstract

Purpose

The purpose of this study is to investigate the relationships between e-quality, e-satisfaction and e-loyalty and test how these relationships vary across different levels of customer sociability in the UAE banking industry.

Design/methodology/approach

The relative importance of customer sociability in the relationships between e-quality, e-satisfaction and e-loyalty was examined. A self-administered questionnaire was developed, and data were collected from a final sample of 245 bank customers. The study’s conceptual model and four hypotheses were tested using AMOS18.

Findings

E-quality influences e-satisfaction, which, in turn, affects customer e-loyalty. This study’s findings confirm that the relationships between e-quality, e-satisfaction and e-loyalty are stronger if the online banking user is an introvert (less social) rather than an extravert (very social).

Practical implications

This study demonstrates how bank managers could use the sociability level of their customers to manage the relationships between e-quality, e-satisfaction and e-loyalty.

Originality/value

The key contribution of this paper is that it demonstrates how the customer sociability level might affect the relationship between customers and online banking services.

Details

Journal of Services Marketing, vol. 28 no. 7
Type: Research Article
ISSN: 0887-6045

Keywords

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Article

Mohammad Ahmad Al‐Hawari

The main purpose of this paper is to highlight the significance of automated service factors, customer trust, and delight in customer commitment within the United Arab…

Abstract

Purpose

The main purpose of this paper is to highlight the significance of automated service factors, customer trust, and delight in customer commitment within the United Arab Emirates (UAE) banking context.

Design/methodology/approach

The relative importance of automated service factors to customer delight, trust, and commitment was examined. The paper then proposed a conceptual model of the relationship between automated factors, customer delight, trust, and commitment within the UAE banking context. A survey was designed and data collected through the mall intercept method. AMOS 6 was used to test the hypothesized relationships.

Findings

Most of the automated factors have no direct relationship with customer commitment, but an indirect one through customer trust and delight. Automated factors have a direct and positive influence on customer delight, which in turn has a direct influence on both customer trust and customer commitment. Customer trust is also related positively and directly to customer commitment.

Research limitations/implications

This research has been applied to the financial institutions in the UAE. Further testing of the proposed conceptual model across different industries and countries is needed to determine the generalizability and consistency of this study's findings.

Practical implications

The proposed model of commitment prediction has the potential to help UAE bank managers to strengthen the customer‐bank relationship and, ultimately, to enhance customer delight, trust, and commitment ratios especially in the light of the credit crunch that most banks in the UAE are facing.

Originality/value

This paper is a significant trial in showing the importance of automated service quality in gaining customers' commitment within the UAE retail banking context.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 23 no. 3
Type: Research Article
ISSN: 1355-5855

Keywords

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Article

Mohammad Ahmad Al‐hawari and Samar Mouakket

The main purpose of this paper is to highlight the significance of TAM factors in the light of some external factors on students' e‐retention and the mediating role of…

Abstract

Purpose

The main purpose of this paper is to highlight the significance of TAM factors in the light of some external factors on students' e‐retention and the mediating role of e‐satisfaction within United Arab Emirates (UAE) e‐learning context.

Design/methodology/approach

The relative importance of TAM factors was examined, as well as enjoyment and blackboard design on students' e‐satisfaction and e‐retention. The survey was designed and administrated using face‐to‐face method. Data were collected from a convenient sample of students who use blackboard system. AMOS 6 was used to test for the hypothesized relationships.

Findings

Perceived usefulness has a direct and positive relationship with students' e‐satisfaction and e‐retention while perceived ease of use has only a direct relationship with students' e‐retention. Design features and enjoyment have only a significant relationship with students' e‐satisfaction without any direct relationship with students' e‐retention. Finally, students' e‐satisfaction has a direct relationship with students' e‐retention.

Research limitations/implications

This research has only surveyed students from one university in UAE. Further testing of the proposed conceptual model across different industries and countries is needed to determine the generalisability and consistency of this study's findings.

Practical implications

The proposed model of students' e‐retention prediction has the potential to help UAE university managers to understand some of the factors influencing students' behaviours and attitudes toward e‐learning systems. This will lead to improving the education quality within the context of UAE.

Originality/value

This paper is a significant trial in how TAM factors and other external factors might influence students' e‐satisfaction and e‐retention within UAE e‐learning context.

Details

Education, Business and Society: Contemporary Middle Eastern Issues, vol. 3 no. 4
Type: Research Article
ISSN: 1753-7983

Keywords

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Article

Mohammad Ahmad Al‐hawari and Samar Mouakket

Although many studies have analysed the impact of online factors on the online behaviour of customers', there is also a need to consider the influence of offline factors…

Abstract

Purpose

Although many studies have analysed the impact of online factors on the online behaviour of customers', there is also a need to consider the influence of offline factors on customers' propensity for online services use. The purpose of this paper is to highlight how offline factors trigger online continual usage by customers' of airline e‐ticket booking services.

Design/methodology/approach

The paper proposes a conceptual model of the relationship between offline factors and customers' online continual usage behaviour. A convenient sample consisting mainly of undergraduate students was selected. The primary data were collected through a pencil‐and‐paper survey, and AMOS 18 was used to test for the hypothesised relationships.

Findings

The results revealed that employee‐based service quality has a positive and direct relationship with pre‐existing offline trust and image, and no direct relationship with online continual usage. Surprisingly, and contrary to current literature, pre‐existing offline trust had no direct relationship with online continual usage. However, both pre‐existing offline image and subjective norms confirmed the literature and had a direct significant relationship with online continual usage.

Research limitations/implications

This study used a sample of mainly university students to test the proposed conceptual model. Thus, it might not be possible to generalise the application of the outcomes of this study to different populations.

Practical implications

The results of this study confirm the importance of offline factors as a vital tool that support organisations' attempts to encourage their customers to continue using online channels, which are both efficient and convenient. The paper also offers decision makers general guidelines on managing offline factors to stimulate customers' online continual usage behaviour.

Originality/value

The key contribution of this paper is a conceptualisation of predictors of customers' usage of online booking services, that takes into account the most researched offline factors cited in the literature.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 24 no. 4
Type: Research Article
ISSN: 1355-5855

Keywords

Content available
Article

Ian Phau

Abstract

Details

Asia Pacific Journal of Marketing and Logistics, vol. 23 no. 3
Type: Research Article
ISSN: 1355-5855

Content available
Article

Kent Eriksson and Hooman Estelami

Abstract

Details

International Journal of Bank Marketing, vol. 33 no. 1
Type: Research Article
ISSN: 0265-2323

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Article

Akram Garepasha, Samad Aali, Ali Reza Bafandeh Zendeh and Soleyman Iranzadeh

The purpose of this paper is to investigate the effect of service quality and relationship quality on customer loyalty in different stages of the relationship life cycle…

Abstract

Purpose

The purpose of this paper is to investigate the effect of service quality and relationship quality on customer loyalty in different stages of the relationship life cycle in online banking services.

Design/methodology/approach

A total of 651 Iranian online banking customers participated in the research by completing questionnaires. The research hypotheses were tested using structural modeling technique.

Findings

The results showed that the relationship quality on customer loyalty in online banking services is affected by the relationship life cycle. The results also showed that online service quality, in the form of Utilitarian quality and Hedonic quality, has a positive effect both directly and indirectly on customer loyalty through online relationship quality.

Research limitations/implications

In this paper, the relationship dynamics was achieved through adding the relationship life cycle variable to the model. However, the study was a cross-sectional research and different results might be obtained if data was collected longitudinally.

Practical implications

In an online banking service, the role of relationship quality in the prediction of customer loyalty is reduced as the relationship ages. Therefore, marketers need to consider other marketing actions to continue their relationship with the customer in the long run.

Originality/value

This paper examines customer loyalty to online banking services from dynamic perspective by introducing relationship life cycle as a moderating variable for the first time. Therefore, the main contribution of this paper is to develop the relationship marketing literature in the field of relationship dynamics and to challenge the effectiveness of relationship marketing in the long run.

Details

Journal of Islamic Marketing, vol. 12 no. 4
Type: Research Article
ISSN: 1759-0833

Keywords

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Article

Mohamed Mousa, Hiba Massoud and Rami Ayoubi

Little research into organizational learning in the public sector in developing countries' is known. In this paper, the authors investigated the context of organizational…

Abstract

Purpose

Little research into organizational learning in the public sector in developing countries' is known. In this paper, the authors investigated the context of organizational learning in the public banks in Egypt.

Design/methodology/approach

An ethnographic field research was employed by spending a month inside each of two public banks in Egypt. The ethnographic experience was operationalised by using direct observations of learning processes, procedures and practices, semi-structured interviews with learning specialists and focus group discussions with bankers. The authors used thematic analysis to determine the main themes in the previous data collection methods of ethnographic approach.

Findings

The findings confirmed a lack of clear focus for the organizational learning practices employed by the banks, which highlights issues of seriousness in undertaking and/or tackling organizational learning, and increased doubts in relation to the added value of the different forms of formal trainings bankers participate in. To enhance the culture and maintain effective functioning of formal organizational learning, the authors suggest considering the following three categories of barriers: purpose-related barriers, implementation and evaluation barriers.

Originality/value

Despite the generalisability caveats associated with the organizations studied, the authors believe that this paper contributes to the existing theory of organizational learning as it provides insights and understanding on the purpose, frame, conduct and results of organizational learning in the public sector. More specifically, the study is unique and is different from previous relevant studies as it relies on ethnographical approach in exploring how organizational leaning practices are perceived in public banks in developing countries.

Details

Personnel Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0048-3486

Keywords

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