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Article

Sonia Mathew, Ajay Jose, Rejikumar G and Dony Peter Chacko

The study focuses on the core issue faced by bankers on how to retain existing customers who have encountered an e-service failure and who are skeptical about the justice…

Abstract

Purpose

The study focuses on the core issue faced by bankers on how to retain existing customers who have encountered an e-service failure and who are skeptical about the justice received through the service recovery process. It further endeavors to create an internal bench-marking model for assessing e-service recovery satisfaction.

Design/methodology/approach

By the experimental study, the authors confirm a measurement model using structural equation modeling for examining the impact of perceived service recovery quality antecedents on e-service recovery satisfaction moderated by perceived justice. In total, responses from 399 e-banking customers, who had experienced a e-service failure, were recorded using a 5-point Likert scale with a structured questionnaire.

Findings

The perceived e-service recovery quality antecedents identified were perceived information quality, digital commitment, perceived employee performance and perceived service orientation of organization. The empirical results revealed that “perceived information quality” was the most significant predictor of e-service recovery satisfaction. Perceived justice moderates the relation between perceived service recovery quality and e-service recovery satisfaction.

Research limitations/implications

The research does not contemplate the e-service recovery satisfaction of customers who have undergone multiple service failures.

Practical implications

The conclusions of the investigation suggest that the four antecedents of perceived e-service recovery quality model are suitable instruments for creating benchmarks for e-service recovery satisfaction for banks, and that perceived justice moderates the relationship between e-service recovery quality and e-service recovery satisfaction. Therefore, policymakers in banks can use this model to assess the e-service recovery quality, and they ought to enhance the perceived justice feel of the customers who have experienced a service failure.

Originality/value

There remains scarcity of empirical research focusing on perceived information quality and digital commitment as antecedents of perceived e-service recovery quality and its effect on e-service recovery satisfaction in the banking context. Furthermore, similar studies within the banking sector have rarely considered perceived justice as a moderator variable. Hence, this paper attempts to accomplish the research gap by empirically testing the e-service recovery satisfaction level of a large sample of the population toward four antecedents of perceived e-service recovery quality rendered by banks and create a benchmark model to ascertain e-service recovery satisfaction.

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Article

Rejikumar G. and Aswathy Asokan-Ajitha

Online cart abandonment is a severe issue posing challenges to e-commerce growth. Emerging economies such as India fascinates global marketing practitioners because of…

Abstract

Purpose

Online cart abandonment is a severe issue posing challenges to e-commerce growth. Emerging economies such as India fascinates global marketing practitioners because of favorable demographics and high levels of internet penetration. This study aims to consider the role of certain exogenous factors in developing shopping motivations that sequentially mediate to online purchase completion through impulsiveness under risk perceptions. The primary motivation behind this study is to understand the mental mechanism among online customers that develop purchase completion intentions, which prevent cart abandonment significantly.

Design/methodology/approach

Impact of e-commerce exogenous factors related to e-commerce such as website attributes, product features, promotional excellence and decision-making easiness on shopping motivations, impulsiveness and purchase completions intentions under the moderating effect of risk was estimated from the perceptions of Indian online customers (n = 243) using variance-based structural equation modeling and SPSS process macro v.3.0.

Findings

The most important exogenous variable that can influence purchase completion directly, sequentially through shopping motivations is decision easiness and promotions. Even though utility motivations are dominant in purchase completion intentions, hedonistic aspects are more critical in developing impulsiveness. The translation of impulsiveness to purchase completion is happening, but risk perception significantly moderates impulsiveness formation.

Research limitations/implications

Theoretically, this study examined online purchase completions being the most sought response by a customer to various stimuli in e-commerce. The study adopted a moderated mediation analysis in which shopping motivations and impulsiveness were mediators and risk as moderator. The interaction effect of risk on purchase completions was significant even when the mediating effects were prominent.

Practical implications

Contributes to the current knowledge-related online buying behavior in virtual retail formats and helps marketers in streamlining their focus in using impulsiveness as a strategic tool in reducing cart abandonment.

Originality/value

This study helps in understanding emerging trends in online buying behavior in India.

Details

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

Keywords

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Article

Rejikumar G., Raja Sreedharan V. and Raiswa Saha

Consumer behavior, in the context of general insurance, is worth exploring to formulate growth strategies for insurance sector in India in light of the proposed structural…

Abstract

Purpose

Consumer behavior, in the context of general insurance, is worth exploring to formulate growth strategies for insurance sector in India in light of the proposed structural changes. Indian consumers attract global players due to untapped potential and favorable policy measures initiated for higher foreign direct investments. The purpose of this paper is to understand the prevailing level of service quality as perceived by insurance customers in India in the presence of certain contextual antecedents and moderators.

Design/methodology/approach

Perceptions about constructs like customer risk dispositions, awareness, past experiences, customer involvement, choice overload, service quality and satisfaction of 256 customers were collected using a questionnaire survey. A variance-based structural equation modeling helped to identify significant linkages among the constructs.

Findings

In order to assess service quality levels, a 15-item scale having the infrastructure, employees, agents and product dimensions was found valid and reliable. Choice overload and customer involvement were found to moderate the influence of antecedents and service quality, respectively. The influence of choice overload on quality perceptions is insignificant. The study concludes that the existing risk beliefs are insufficient, and experiences have less predictive contribution to quality perceptions.

Research limitations/implications

Theoretically, this study examined the process of satisfaction development from service quality perceptions. This study offers insights for developing theories to portray future consumer behavior where more dependence of self-service technologies is expected to dominate service delivery mechanisms in insurance. The study informs that general insurance customers in India prefer more diversified products, more customer-centric employees/agents and better technical quality.

Practical implications

The findings of this study contribute to the understanding of the prevailing insurance consumer behavior in the general insurance sector of India and help insurance service providers in streamlining their strategies for better insurance penetration and reduced lapse rate.

Originality/value

This study helps in understanding the emerging trends in general insurance buying behavior in India.

Details

Management Decision, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0025-1747

Keywords

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Article

Rejikumar G., Raja Sreedharan V., Arunprasad P., Jinil Persis and Sreeraj K.M.

In recent years, a new transformation known as Industry 4.0 has drawn much attention throughout the world, and numerous investigations have fundamentally looked into the…

Abstract

Purpose

In recent years, a new transformation known as Industry 4.0 has drawn much attention throughout the world, and numerous investigations have fundamentally looked into the uprising concept. However, few have concentrated on the literature review. Taking this as motivation, the authors endeavored to assess the different attributes of Industry 4.0. The paper aims to discuss these issues.

Design/methodology/approach

This review concentrated on linking the articles from different database and distinguishing the attributes of Industry 4.0. The authors assessed 85 articles from scholarly database and peer-reviewed journals on Industry 4.0 through the selection of the Mayring (2004) procedure. The examination included a four-advance process, in particular, material gathering, engaging investigation, classification of the choice and material assessment.

Findings

The study backs experts and readers to comprehend the spread of Industry 4.0 in various ventures. For academicians, this gives an extensive rundown of Industry 4.0 attributes. Besides, the writing review gives a chance to comprehend the idea of Industry 4.0 in detail. Further, the outcome aggregates the success factor, failure factor, business model, potential and difficulties in the context of Industry 4.0.

Research limitations/implications

Many areas such as supply chain, circular economy and healthcare have started exploring Industry 4.0. However, few specific cases have reported about it, and no generic model is found for real-time application.

Practical implications

The study serves as reference material for researchers and practitioners to understand the spread of Industry 4.0 and utilize the concept of Industry 4.0 for real-life application.

Originality/value

The study focuses on reporting the potential, challenges, business model and pre-requites of Industry 4.0.

Details

Benchmarking: An International Journal, vol. 26 no. 8
Type: Research Article
ISSN: 1463-5771

Keywords

Content available
Article

Rejikumar G., Aswathy Asokan Ajitha, Malavika S. Nair and Raja Sreedharan V.

The purpose of this paper is to identify major healthcare service quality (HSQ) dimensions, their most preferred service levels, and their effect on HSQ perceptions of…

Abstract

Purpose

The purpose of this paper is to identify major healthcare service quality (HSQ) dimensions, their most preferred service levels, and their effect on HSQ perceptions of patients using a Taguchi experiment.

Design/methodology/approach

This study adopted a sequential incidence technique to identify factors relevant in HSQ and examined the relative importance of different factor levels in the service journey using Taguchi experiment.

Findings

For HSQ, the optimum factor levels are online appointment booking facility with provision to review and modify appointments; a separate reception for booked patients; provision to meet the doctor of choice; prior detailing of procedures; doctor on call facility to the room of stay; electronic sharing of discharge summary, an online payment facility. Consultation phase followed by the stay and then procedures have maximum effect on S/N and mean responses of patients. The appointment stage has a maximum effect on standard deviations.

Research limitations/implications

Theoretically, this study attempted to address the dearth of research on service settings using robust methodologies like Taguchi experiment, which is popular in the manufacturing sector. The study implies the need for patient-centric initiatives for better HSQ through periodic experiments that inform about the changing priorities of patients.

Practical implications

The trade-off between standardization and customization create challenges in healthcare. Practically, a classification of processes based on standardization vs customization potential is useful to revamp processes for HSQ.

Originality/value

This study applied the Taguchi approach to get insights in re-designing a patient-centric healthcare servicescapes.

Details

The TQM Journal, vol. 31 no. 4
Type: Research Article
ISSN: 1754-2731

Keywords

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Article

Rejikumar G. and Aswathy Asokan A.

Customer satisfaction in a service encounter mainly depends on quality of the service provided. However, technological advancements and higher internet usage rates led to…

Abstract

Purpose

Customer satisfaction in a service encounter mainly depends on quality of the service provided. However, technological advancements and higher internet usage rates led to an over dependence of customers to social media. A research to identify the role played by information in the formation of satisfaction in service encounters is warranted. Thus, this study aims to examine the importance given by customers to various types of information in evaluating a service encounter and attempts to conceptualize the hierarchical process of formation, retention and modification of customer satisfaction under perceived information importance.

Design/methodology/approach

Perceptions of 385 bank customers were collected on their information-seeking behavior (ISB), importance of information on satisfaction, satisfaction modification intentions (SMI) and loyalty using a structured questionnaire. A variance-based structural equation modeling helped to identify significant linkages among variables such as satisfaction developers, satisfaction retainers, satisfaction modifiers, ISB, SMI and information allied loyalty.

Findings

The study could identify three distinct dimensions such as developers, retainers and modifiers for satisfaction construct under perceived importance to information measured using various attributes relevant to a service setting. ISB of customer emerged as an antecedent that cause paradigm changes in satisfaction as well as loyalty feel. The study could also establish that SMI significantly moderates loyalty from satisfaction dimensions even though intensities are different.

Research limitations/implications

Theoretically, this study examined the manner in which information intervenes in the satisfaction–loyalty link, but many predispositions of the customer about service capabilities of the service provider might have critically influenced their modification intentions.

Practical implications

Providing customers with consistent and reliable information is critical to the development of stable satisfaction judgements. Understanding the true impact of information and its role in modifying satisfaction can help marketers to fine tune their strategies for effective relationship management. Now, to remain competitive, firms must constantly analyze the implications of emerging information and the importance customers assign to such information.

Originality/value

This paper helped marketers to identify new areas to focus their attention to ensure lasting customer loyalty.

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Article

Erlinda N. Yunus

The purpose of this study is to provide a framework of managerial responses to the Industry 4.0 phenomenon, which has impacted the productivity of Indonesian manufacturing…

Abstract

Purpose

The purpose of this study is to provide a framework of managerial responses to the Industry 4.0 phenomenon, which has impacted the productivity of Indonesian manufacturing companies while revolutionizing global industries.

Design/methodology/approach

The study employs qualitative research using the Grounded Theory Method since research in this area is still in its preliminary stages. The study elicits insights from 12 operation managers through a semi-structured interview and a focus group discussion. Using content analysis, the study formulates relationships among Industry 4.0 initiatives, its driving factors and challenges as well as critical success factors and the expected benefits.

Findings

The findings reveal that Indonesian manufacturers have engaged in Industry 4.0 initiatives: cyber-physical systems, the internet of things, Big Data and cloud computing. These initiatives require managers to adopt best practices, appoint champions as change agents, conduct training and even tailor the job qualifications of their subordinates to suit the current technology.

Research limitations/implications

The qualitative method allows an in-depth investigation that is synthesized into a conceptual framework, but this framework still needs to be empirically tested. The study is currently based on informants from large manufacturing companies. Future studies could scale up the research and validate the findings.

Practical implications

This exploratory framework could guide managers in their strategic and operational decisions while embracing the Industry 4.0 transformation inside the organization.

Originality/value

Prior studies examining the adoption of Industry 4.0 principles by Indonesian manufacturing companies are rare. Furthermore, conceptual studies dominate the existing literature related to the Industry 4.0 concept. This study attempts to fill the gap and provides a framework that is based on grounded empirical data of manufacturing companies in Indonesia, a newly industrialized economy.

Details

International Journal of Productivity and Performance Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1741-0401

Keywords

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Article

Maya F. Farah, Muhammad Junaid Shahid Hasni and Abbas Khan Abbas

The purpose of this paper is to study the important factors which help explain consumer intention and use behavior in mobile banking (m-banking) adoption. All constructs…

Abstract

Purpose

The purpose of this paper is to study the important factors which help explain consumer intention and use behavior in mobile banking (m-banking) adoption. All constructs of the unified theory of acceptance and use of technology 2 are studied. Non-monetary value is studied through perceived value. Trust and perceived risk are also included to predict intention.

Design/methodology/approach

A questionnaire was utilized to evaluate customer responses on a five-point Likert scale. A convenience sampling technique was used to collect data from a sample of 490 respondents in Pakistan. The data were analyzed using AMOS and SPSS for Cronbach’s α, CR, CMV, AVE, Harmon’s single factor test, correlation and structural equation modeling.

Findings

The results of the study show that most of the predictors of intention, including perceived value, performance expectancy, habit, social influence, effort expectancy, hedonic motivation (except for facilitating condition), perceived risk and trust, are significant. All predictors of usage behavior are significant.

Research limitations/implications

A cross-sectional study was conducted due to time constraints.

Practical implications

Bank managers must focus on improving customers’ intentions to use m-banking as well as on providing facilitating conditions to increase its actual use. To boost mobile banking, banks’ management must consider the customers’ habits while designing their m-banking products.

Originality/value

The findings of this paper are not only interesting in terms of boosting m-banking diffusion rate, but also in terms of financial inclusion of the vast majority of mobile users. Further the impact of intention, facilitating condition and habit were checked on actual use behavior since people tend not always to act upon their intentions.

Details

International Journal of Bank Marketing, vol. 36 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

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Article

Izabela Simon Rampasso, Sidney L.M. Mello, Rubens Walker, Victor G. Simão, Robson Araújo, Juliana Chagas, Osvaldo Luiz Gonçalves Quelhas and Rosley Anholon

The objective of this study is to identify research gaps related to skills required for Industry 4.0, considering research in the context of Brazilian undergraduate…

Abstract

Purpose

The objective of this study is to identify research gaps related to skills required for Industry 4.0, considering research in the context of Brazilian undergraduate courses. In this sense, the question of this study was established: What are the educational gaps related to skills required in Industry 4.0 context, considering considering research in the previously mentioned?

Design/methodology/approach

To answer this question, the ten top work-related skills required for professionals in Industry 4.0 published by the World Economic Forum were used to perform a systematic literature review. From this review, 100 articles were found in the searched databases. From them, 18 were within the research scope.

Findings

Through an analysis of their content, it was possible to verify that, from the 10 skills analyzed, only six were identified in the articles. That is, no research was found for: people management, service orientation, negotiation, and cognitive flexibility. Additionally, there are undergraduate courses that are not considered in current researches and should be analyzed.

Originality/value

The gaps pointed out in this study are relevant to guide future analyzes of the Brazilian educational model and may provide insights for research in other countries.

Details

Higher Education, Skills and Work-Based Learning, vol. 11 no. 1
Type: Research Article
ISSN: 2042-3896

Keywords

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Article

Rakhi Thakur and Mala Srivastava

The purpose of this paper is to accomplish two objectives – to test the functional relationship between adoption readiness (AR), perceived risk (PR) and usage intention…

Abstract

Purpose

The purpose of this paper is to accomplish two objectives – to test the functional relationship between adoption readiness (AR), perceived risk (PR) and usage intention for mobile payments in India and to investigate the stability of proposed structural relationships across different customer groups.

Design/methodology/approach

The literature concerning major attributes of technology acceptance were systematically reviewed to develop construct of AR. Post that a comprehensive model consisting of AR, personal innovativeness and PR was put together. The model was then empirically tested using structural equation modelling.

Findings

On appraising the proposed model, five out of six hypotheses were fully supported while one hypothesis was partially supported. Test of invariance showed significant variance among users and non-users.

Research limitations/implications

The results of the study may vary with national context, service offerings, regulatory framework and other customer personal variables (i.e. lifestyle) suggesting future research opportunities.

Practical implications

The results facilitate the comprehension of the role of different factors on the mobile payments usage intention among customers. In addition, the results expand the knowledge on consumer behaviour towards financial technological innovations.

Originality/value

The results expand one's knowledge on this relationship, propounding interesting empirical evidence of the model invariance among different consumer groups.

Details

Internet Research, vol. 24 no. 3
Type: Research Article
ISSN: 1066-2243

Keywords

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