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Article
Publication date: 26 May 2021

Nizar Souiden and Riadh Ladhari

Abstract

Details

International Journal of Bank Marketing, vol. 39 no. 2
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 28 December 2020

Nizar Souiden, Riadh Ladhari and Walid Chaouali

This study is a systematic review of mobile banking services. Its main objective is to provide a state-of-the-art review of this particular growing type of services. It…

Abstract

Purpose

This study is a systematic review of mobile banking services. Its main objective is to provide a state-of-the-art review of this particular growing type of services. It inventories and assesses the most significant determinants of and barriers to consumers' adoption of mobile banking. Moreover, it identifies the most common consequences of this adoption.

Design/methodology/approach

By using three major academic databases (ABI/INFORM global, Web of Science and Business Source Premier), this paper selected 76 manuscripts and produced a systematic review that exposes the main theories, conceptual frameworks and models used to explain consumers' adoption of mobile banking.

Findings

The results show that the TAM (technology of acceptance model), followed by the UTAUT (unified theory of acceptance and usage of technology), are still the main conceptual frameworks and models adopted and adapted by scholars to explain consumers' use or intention of using mobile banking. Using the vote counting method, a myriad of antecedents and consequences that are frequently used in the literature of mobile banking are reported. These were categorized into five main perspectives: (1) m-banking attributes-based perspective, (2) customer-based perspective, (3) social influence-based perspective, (4) trust-based perspective and (5) barriers-based perspective.

Originality/value

An integrated model regrouping and relating the five perspectives is proposed, leading to intriguing implications for both academics and practitioners.

Details

International Journal of Bank Marketing, vol. 39 no. 2
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 19 October 2018

Nizar Souiden, Riadh Ladhari and Liu Chang

The purpose of this paper is to examine ethnocentrism and animosity in a special context of two societies that share cultural, historical, ethnic and geographical…

Abstract

Purpose

The purpose of this paper is to examine ethnocentrism and animosity in a special context of two societies that share cultural, historical, ethnic and geographical characteristics. In particular, it first investigates the relationships between Chinese ethnocentrism and animosity toward Taiwan, and then it examines the impact of these two factors on the Chinese perception of Taiwanese brand quality and their purchase intent.

Design/methodology/approach

Based on a sample of 605 respondents from China, data were analyzed by structural equation modeling.

Findings

The results show that although Chinese animosity toward Taiwan is moderate, it is significantly driven by ethnocentrism, which has a significant and negative effect on willingness to buy, but not on the perception of Taiwanese brand quality. The Chinese animosity toward Taiwan, however, has negative and significant effects on their perception of Taiwanese brand quality and their intention of purchasing Taiwanese brands.

Research limitations/implications

The immense size of the country has impeded the representativeness of the authors’ sample and the generalizability of the results. Also, the study covers only one type of product.

Practical implications

Forming partnerships with local Chinese businesses and developing strong ties with local communities could be considered as a solution to minimize or circumvent the effect of animosity and might help foreign companies appear more “local.”

Originality/value

In contrast to past studies that investigated ethnocentrism and animosity in the context of countries presenting several differences (e.g. China vs USA), this study investigates the effect of ethnocentrism and animosity in the context of two countries (China and Taiwan) that share cultural, historical, ethnic and geographic characteristics. Despite the strong ties between the two countries, the Chinese have a certain animosity, though moderate, toward Taiwan and consequently are less inclined to buy Taiwanese brands. This implies that Chinese animosity toward a country may be toned down or pronounced, depending on whether they have strong or weak ties with that country.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 30 no. 4
Type: Research Article
ISSN: 1355-5855

Keywords

Content available
Article
Publication date: 12 September 2016

Riadh Ladhari and Enrique Bigné

Abstract

Details

Journal of Service Theory and Practice, vol. 26 no. 5
Type: Research Article
ISSN: 2055-6225

Content available
Article
Publication date: 19 October 2010

Riadh Ladhari

Abstract

Details

International Journal of Quality and Service Sciences, vol. 2 no. 3
Type: Research Article
ISSN: 1756-669X

Keywords

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Article
Publication date: 12 April 2011

Riadh Ladhari, Ines Ladhari and Miguel Morales

The aim of this paper is to compare perceptions of bank service quality among Tunisian and Canadian customers, and to determine which dimensions of service quality make…

Abstract

Purpose

The aim of this paper is to compare perceptions of bank service quality among Tunisian and Canadian customers, and to determine which dimensions of service quality make the greatest contribution to overall customer satisfaction and loyalty.

Design/methodology/approach

Data were collected using self‐administered questionnaires from two convenience samples of bank customers (250 in Canada and 222 in Tunisia). Service quality was measured using the five SERVQUAL dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using confirmatory factor analysis, ANOVA and linear regression.

Findings

Respondents in both countries reported high levels of perceived service quality in banks. However, Canadians reported higher perceived service quality than Tunisians for all five SERVQUAL dimensions, and for 21 of the 22 individual items. In the Canadian sample, empathy and reliability were found to be the most important predictors of satisfaction and loyalty, while in the Tunisian sample, reliability and responsiveness were the most important predictors of satisfaction and loyalty.

Practical implications

Canadian bank managers should recognize the importance of “empathy” in service delivery by implementing appropriate customer‐oriented strategies. Tunisian bank managers should focus on performing promised services dependably and accurately.

Originality/value

Despite the large number of studies on individual countries, few studies compare bank service quality among different countries. The present study compares perceptions of bank service quality between consumers in two countries – Canada and Tunisia – that have different economic and cultural environments.

Details

International Journal of Bank Marketing, vol. 29 no. 3
Type: Research Article
ISSN: 0265-2323

Keywords

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Article
Publication date: 3 July 2009

Riadh Ladhari

This paper reviews 20 years (1988‐2008) of research on the SERVQUAL scale for measuring service quality.

Abstract

Purpose

This paper reviews 20 years (1988‐2008) of research on the SERVQUAL scale for measuring service quality.

Design/methodology/approach

A range of studies that have applied the SERVQUAL scale in this 20‐year period are examined in a non‐exhaustive review of the literature. These studies are selected from well‐known databases – such as “ABI/Inform”, “ScienceDirect”, and “EBSCOhost”.

Findings

The paper identifies and summarizes numerous theoretical and empirical criticisms of the SERVQUAL scale. Despite these criticisms, the paper concludes that SERVQUAL remains a useful instrument for service‐quality research.

Originality/value

The paper provides a useful source of information on SERVQUAL and its applications. In particular, the paper summarizes a selection of 30 applications of SERVQUAL.

Details

International Journal of Quality and Service Sciences, vol. 1 no. 2
Type: Research Article
ISSN: 1756-669X

Keywords

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Article
Publication date: 25 May 2012

Riadh Ladhari

The purposes of this study are: to examine the reliability and validity of the lodging quality index (LQI); and to assess the relative importance of the five dimensions of…

Abstract

Purpose

The purposes of this study are: to examine the reliability and validity of the lodging quality index (LQI); and to assess the relative importance of the five dimensions of the LQI in the Canadian hotel context. The LQI was developed by Getty and Getty and published in 2003 in the International Journal of Contemporary Hospitality Management.

Design/methodology/approach

Data are collected from 200 Canadian respondents who had stayed in a hotel in Canada within the preceding three months. Data are examined using confirmatory factor analysis and regression analysis.

Findings

The findings support the reliability and the validity of the LQI's structure of five dimensions. The scale is shown to be a reliable instrument for measuring overall service quality and for predicting the satisfaction and behavioral intentions of hotel guests. In terms of the importance of the five dimensions, the study finds that “tangibility” and “communication” are the most important.

Originality/value

This is the first independent assessment of the reliability and validity of the LQI scale. The research provides valuable insights for hotel managers in Canada. Hoteliers should focus their efforts on the provision of good service quality on “tangibility” and “communication”.

Details

International Journal of Contemporary Hospitality Management, vol. 24 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

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Article
Publication date: 25 January 2008

Riadh Ladhari

The purpose of this paper is to identify and discuss the key conceptual and empirical issues that should be considered in the development of alternative industry‐specific…

Abstract

Purpose

The purpose of this paper is to identify and discuss the key conceptual and empirical issues that should be considered in the development of alternative industry‐specific measurement scales of service quality (other than SERVQUAL).

Design/methodology/approach

A total of 30 studies are selected from two well‐known databases: Science direct and ABI inform. These studies are subjected to a comprehensive in‐depth content analysis and theoretical discussion of the key conceptual and empirical issues to be considered in the development of service‐quality measurement instruments.

Findings

The study identifies deficiencies in some of the alternative service‐quality measures; however, the identified deficiencies do not invalidate the essential usefulness of the scales. The study makes constructive suggestions for the development of future scales.

Originality/value

This is the first work to describe and contrast a large number of service‐quality measurement models, other than the well‐known SERVQUAL instrument. The findings are of value to academics and practitioners alike.

Details

Managing Service Quality: An International Journal, vol. 18 no. 1
Type: Research Article
ISSN: 0960-4529

Keywords

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Article
Publication date: 30 May 2008

Riadh Ladhari and Miguel Morales

The purpose of the present study is to propose a conceptual model and empirically test the relationships between perceived service quality, perceived value, and…

Abstract

Purpose

The purpose of the present study is to propose a conceptual model and empirically test the relationships between perceived service quality, perceived value, and recommendation in the public library setting.

Design/methodology/approach

The LibQUAL+TM 2004 instrument was administered to 439 Canadian public library users.

Findings

The results show that affect of service, library as place, and information control significantly explain perceived value. There is a strong relationship between perceived service value and recommendation. The results also support the validity of the LibQUAL+TM measure used in this study and its relevance in the public library service context.

Research limitations/implications

Future research can focus on comparing the proposed relationships across different types of libraries. Another direction of research for future research is the study of these relationships in different cultural settings.

Originality/value

The paper provides valuable results concerning the determinants of the perceived value of library services from the users' perspective.

Details

Library Management, vol. 29 no. 4/5
Type: Research Article
ISSN: 0143-5124

Keywords

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