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This paper aims to evaluate the relationship between the customer’s relative usage levels of online banking services and bank loyalty, and to examine the effect of customer satisfaction with the quality of online banking services and services’ convenience in this relationship. This study proposes a conceptual framework, integrating these factors.

Data were collected from among traditional banks’ customers. The study uses a factor analysis method following path analysis, using AMOS 19 and structural equation modeling.

The findings show a significant, direct and negative relationship between the relative usage level of online banking services and bank loyalty. However, a positive relationship was found to exist between bank loyalty and customer satisfaction with online service quality. An indirect positive relationship was also found to exist between services’ convenience through satisfaction with online banking service quality.

The findings advance the idea that computer technology mediation reduces human interaction, and so may detract from customer loyalty. Service policy makers should invest in relation-based attachments with their online customers, enhance satisfaction with online quality service and sustain customer loyalty.

Examination of the effect of variables related to online bank services usage and bank loyalty. This study contributes more value by understanding the effect of customers’ usage level of online services.

Promotional cues related to notions of fair prices or pricing designed to fit consumers’ needs are prevalent for many service offers. The purpose of this paper is to investigate how both customers’ price fairness and idiosyncratic fit perceptions shape their tariff evaluations.

Two experimental studies involving different tariff types and service contexts test the complex interplay of customers’ perceived price fairness and idiosyncratic fit with customer and context characteristics on their tariff evaluations.

Customers judge tariffs drawing on both the perceived price fairness and idiosyncratic fit, driven by the perceived price level of the tariff and the perceived pricing transparency of the firm. Customers’ service usage and consumption goals moderate these effects: heavy users and hedonic consumers indicate lower price sensitivity while focusing more on their transparency perception. The role of perceived price fairness and idiosyncratic fit for tariff choice depends on the tariff/service context; idiosyncratic fit is important when it is incidental (e.g. flat rates) rather than intentional (i.e. customized tariffs) and when customers lack the expertise or confidence to evaluate price fairness such as in the case of relatively new services.

Prior studies focused on either price fairness or idiosyncratic fit and thus cannot fully explain the complex interplay between both in the context of tariff choice. This paper explicates the conditions that affect the relative importance of both concepts and under which incidental offers are better received than premeditated ones.

The purpose of the article is to demonstrate the viablity of a handset‐based research platform in measuring mobile service and application usage through various descriptive empirical studies.

A handset‐based research platform was used in measuring mobile usage in an international panel consisting of more than 500 mobile subscribers. The panel took place in 2005‐2006.

The research paper finds various interesting data points which cannot be derived with any other method. In addition, the paper finds that there are significant differences in certain mobile service and application use cases between different demographic groups.

The main research limitations are the size of the sample and lack of clear business implications. The main idea of the paper was just to demonstrate the type of measurements and studies that can be done with the developed research platform.

3G technology drives packet data usage and 3rd party application usage in smartphones is very promising. Handset‐based research platform can and should be used in the future in various empirical studies on the mobile telecommunication market

A handset‐based research platform has never before been utilized in doing market research, and therefore the process and results discussed in this paper are pioneering ones.

This study aims to assess users' satisfaction from the re-structured library resources and services due to technological innovations in the Indian Institute of Technology Delhi library. It also identifies and suggests potential improvement areas.

The study adopts a survey research method to collect data from the end-users of the library. Data were collected through a structured questionnaire. In total, 100 copies of questionnaires were distributed to the students, and out of the filled received questionnaires, 92 were found dully completed and useable. Collected data were analyzed by using percentage and chi-square test for testing of hypothesis.

This study shows that users' usage and preference for e-resources and e-services are increasing as there is a general trend to overlook traditional print resources where e-resources are available in the first place. The study recommends that a radical rethinking is required to strengthen the electronic collection and improve the library services.

The paper has a direct practical implication. It suggests that as technology continues to evolve, it is likely that academic institutes find themselves identifying appropriate areas to redesign library activities and services regularly. This paper reveals the practice of re-engineering in academic library services and knowing students' specific preferences of resources and services to enhance library usage.

The study is based on the self-designed structured questionnaire. Primary data has been collected from the IIT Delhi library users, thus providing original information and informative inputs to the existing literature.

The COVID-19 crisis has sped up digital transformation and technologies by several years. Customers have dramatically shifted to online channels, and businesses have quickly responded by offering additional canals for online shopping and payment. Customers have also been exhibiting greater preferences for contactless payments, and mobile banking has therefore become a norm in both developed and developing countries. This study aims to understand the antecedents of mobile banking actual usage in an early adoption stage setting (i.e. Morocco) through a comprehensive conceptual model combining the unified theory of acceptance and use of technology, the DeLone and McLean IS success model and additional constructs extracted from extent literature. The moderating effects of age, gender and education are also examined and analyzed using multigroup analysis.

Based on data collected from 616 Moroccan users, the authors empirically tested the proposed conceptual model using structural equation modeling.

First, consumer M-banking actual usage has a significant effect on customer satisfaction and attitudinal loyalty; at the same time, attitudinal loyalty was significantly influenced by customer satisfaction. Second, while M-banking actual usage was significantly influenced by effort expectancy, social influence, facilitating conditions, hedonic motivation, price value, habit, service quality, trust, attitude and perceived security, the results show no significant impact of system quality and information quality. Third, the relationship between M-banking actual usage and its antecedents was significantly moderated by age, gender and education.

The findings help bank practitioners to understand the importance of meeting customers’ needs and expectations as a prerequisite in enhancing actual usage, satisfaction and attitudinal loyalty. More importantly, the authors emphasize the need for demographically oriented strategies to target different demographic segments of customers.

The study bridges a gap in M-banking literature by offering a thorough understanding of consumers’ mobile banking use during the pandemic. The findings provide evidence of the applicability of the conceptual model proposed in this research. Furthermore, the reflection of the moderating effects of gender, age and education emphasizes the mobile banking usage disparities among dissimilar demographic segments.

This paper aims to examine the impact of the customer’s previous transaction behaviour (represented by loyalty and general cross-buying) on his/her choice of specific services offered by the same financial services provider.

This study uses a set of logistic regression models by incorporating panel data from a large bank. The database consists of 2,187 randomly selected customers, and it includes features related to individual loyalty and cross-buying behaviours, as well as demographic indicators, i.e. individual measures related to each customer and each service.

From the results obtained, a large variation in customer choice behaviour with regard to the studied banking services was observed. These results reveal which customer transactional behaviours drive cross-category financial services purchases.

In academic literature, little progress has been made in the study of individual and behavioural factors that affect customer choices by service category, especially within the banking sector. By understanding customer choices, the company will be able to meet customer needs in a more appropriate way, thereby increasing its competitiveness. Hence, the results from this study have both managerial and research implications, improving the strategy formulation of financial services companies.

The purpose of this research is to explore usage of the People's Network in Conwy Public Libraries in Wales, concentrating on the motivation for use and users' reaction to general and specific issues related to the People's Network and the library environment.

A mixture of qualitative and quantitative methods were used to build up a rounded picture of levels of usage as well as the subjective experience of the user. The prime instrument for data gathering was a self‐completion questionnaire distributed to 82 users.

Indicates that usage levels have increased and at times, demand is high. Data gathered as a base for the investigation shows that the computers are being used legitimately and purposefully. Although reactions to the People's Network are overwhelmingly positive, disadvantages such as disruption, lack of privacy, technical problems and having to wait for computers are identified.

A useful exercise in measuring the reaction to the People's Network in one library authority, complementing similar studies in other public library authorities.

This paper offers methods for evaluating user reaction to service development and highlights problems and solutions to the introduction of the People's Network in one library authority in Wales.

This paper seeks to report on the successful collaboration in an academic learning commons environment, established collaboratively between the University of Guelph and Humber College, where library reference and writing center support services are integrated and therefore model student behaviour when writing academic papers.

After examining previous collaborative efforts between libraries and writing centres, this paper focuses on the relationship between thinking and the writing process itself as the theoretical framework on which a successful collaboration between the University of Guelph‐Humber Library Reference Services and Humber College's Writing Center exists. Statistical data relating to the increased usage levels of reference services, when made available in a writing centre environment, as well as library services satisfaction data are reported.

Researching and writing anxiety is diminished when students are able to access both reference (researching) services and writing support services in the same location. The increased exchange and interface between reference service providers and writing tutors, while assisting students to write better academic papers, reflects the fact that thinking, researching and writing are interwoven and recursive processes that are further enhanced when supported by their physical collocation. Academic institutions should model and further facilitate the collocation and integration of the research and writing processes by reorganizing services and service delivery units to better reflect student behaviour.

When this paper was written, service level usage data that had been gathered fully supported the continued collaboration of the reference and writing centre services. However, further research needs to be conducted regarding the impact of this cross‐functional, student support service on student success.

This paper is of interest to academic leaders and service providers who are interested in furthering collaborations between students' service providers, primarily library reference staff and writing centre tutors, whose partnership naturally reflects the integrated and recursive research and writing processes.

The specific advantages of the Internet as a transaction and communication channel present new opportunities for businesses to create a long‐term relationship with their customers. The level of e‐service quality is an essential component of this customer‐centric strategy. The paper presents a predictive method to establish the optimum level of e‐service quality, taking into consideration customers’ satisfaction, customers’ profitability, the competitive conditions of the market, and company's capabilities. However, the effective use of this method requires the implementation of e‐CRM systems, structured around a customer‐centric approach. Therefore, the re‐design of the company structure and processes using a customer‐focused philosophy is also assessed in a stage‐by‐stage analysis.

The purpose of this paper is to analyze the characteristics of closed car-sharing services and present the relevant factors to provide reasonable service locations. Car-sharing service locations have been arranged to allow customers to easily access locations. However, the particular car-sharing service in this study, enforced through an agreement between residents of the House of Commons, is operated as a closed service, limited to public housing residents. This closed car-sharing service in the House of Commons differs from typical services in that, after use, the users return the vehicle to the same parking location. In addition, determination of the general car-sharing locations is based on the profits of the service operator. The service can be stopped as there are a number of other alternatives for mobility. However, if the closed car-sharing service in the House of Commons is canceled, there is no other alternative for existing users. Therefore, the site selection for the initial introduction of the House of Commons in a closed car-sharing service is a very important issue.

This study uses nine months of data from 39 complexes for location analysis for public housing residents in urban areas. The LH Happy Carsharing is a closed private service, used by people residing within approximately 50 rental LH-apartment complexes. As closed car sharing is unfavorable in comparison to other car-sharing services, it is important to demonstrate that the service can succeed in securing a sufficient amount of users. To analyze the viability and usage of the service, the authors have considered ten potential variables.

On the basis of the regression analysis result, the adopted significant variables are the number of households, the percentage of residents in the 40’s age group and the number of households with registered vehicles.

In general, for car-sharing research, specific user groups are not generally identified. However, LH Happy Carsharing is specifically targeted to residents in rental apartments. The LH Happy Carsharing is a private service, used by people residing within approximately 50 rental LH Apartment complexes. Since closed carsharing is unfavorable in comparison to other carsharing services, it is important to demonstrate that the service can succeed in securing a sufficient amount of users. Therefore, this study aims to analyze the characteristics of private carsharing and present the relevant factors to provide reasonable service locations.