An evaluation of an integrated perspective of perceived service quality for retail banking services in India

2015 ◽  
Vol 33 (3) ◽  
pp. 330-350 ◽  
Author(s):  
Sanjiv Mittal ◽  
Rajat Gera ◽  
Dharminder Kumar Batra
Keyword(s):  
Service Quality ◽  
Retail Banking ◽  
Second Order ◽  
Order Model ◽  
Banking Services ◽  
Content Type ◽  
Quality Perceptions ◽  
Level Model ◽  
Multi Level ◽  
Second Order Model

Purpose – The purpose of this paper is to extract and validate the dimensions of service quality in retail banking services in India by adopting an integrated and hierarchical perspective of service quality determinants. Design/methodology/approach – The paper empirically validates a parsimonious (multi-dimensional and multi-level) model of service quality in retail banking services in India. The analysis was conducted using structural equation modeling. A hypothesized second-order model was tested and compared with a first-order model of service quality. The dimensions were extracted through exploratory factor analysis and validated through confirmatory factor analysis. Findings – The second-order service quality model was accepted based on parsimony as it consisted of five primary dimensions: Service delivery (describing the efficiency with which the service is provided), tangibles (the quality of physical service environment), reliability (the promise of right service being provided), core service (the attributes and features of the service product) and competence (the capability of employees and systems for providing the service). The second-order model enhances the understanding of the structure of service quality for retail banking services in India. The most important dimension was tangibles, especially the physical environment which facilitates efficient delivery of service. Research limitations/implications – The research provides support for a multi-dimensional second-order model of service quality in retail banking service in India. The results show that customers form perceptions of overall service quality which are reflected by five primary dimensions. The primary dimension of tangibles is the most influential. Practical implications – Organizations need to measure and manage overall service quality perceptions to build trust and reinforce loyalty intentions among their customers. Banks need to adopt a multi-level approach to managing service quality perceptions, i.e. both at the dimensional level and organizational level. Social implications – This study would contribute to the enhancement of service quality outcomes in retail banking services in India which has a crucial role in the economic development. Originality/value – The study proposes and validates a parsimonious and hierarchical model of service quality in the context of retail banking in Indian cultural context. Thus this research provides support to existing knowledge of service quality measurement and management and extends the understanding of its structure by validating the multi-level model in an emerging market context.

scholarly journals Validating a second-order model for oil and gas projects’ investment climate scale

2017 ◽  
Vol 11 (1) ◽  
pp. 65-79 ◽  
Author(s):  
Abdulsalam Mas’ud ◽  
Nor Aziah Abd Manaf ◽  
Natrah Saad
Keyword(s):  
Goodness Of Fit ◽  
Oil And Gas ◽  
Second Order ◽  
Fit Indices ◽  
Investment Climate ◽  
Order Model ◽  
Content Type ◽  
Latent Construct ◽  
Climate Scale ◽  
Second Order Model

Purpose The investment climate is one of the key factors considered by foreign investors while deciding their investment destination. This paper aims to attempt at validating the second-order model of oil and gas projects’ investment climate. Examination of the relationship between the dimensions of oil and gas projects’ investment climate; strategy, participants/operating environment and risk/return; and the overall latent construct was conducted. The study also evaluates the goodness of fit of the second-order model using relevant fit indices. Design/methodology/approach Oil and gas experts in Malaysian marginal oil fields subsector were deployed, through whom responses were collected that formed the data set used in the analysis. Then, the data were used for confirmatory factor analysis, evaluation of the second-order model through path analysis and for model fit evaluation. Findings The finding revealed that the second-order model of oil and gas projects’ investment climate is valid and reliable. It also revealed that all the three dimensions, strategy, participants/operating environment and risk/return, have significant effects on the formation of the oil and gas projects’ investment climate. Finally, the goodness of fit of the second-order model satisfied the relevant fit indices. Research limitations/implications The findings present valuable insights to policymakers on the extent of the influence each of the dimensions has on the overall latent construct. The validity and reliability analysis suggests the measurements of the second-order model of oil and gas projects’ investment climate construct, and its dimensions are valid, reliable and fit for future empirical research. Thus, it calls for replication in other oil and gas settings. Originality/value The findings from the results of this study are pioneering. Extant literature falls short in attempting the validation of the second-order oil and gas projects’ investment climate scale, as well as relating each of the dimensions with the overall latent construct.

Does outcome quality matter? An investigation in the context of banking services in an emerging market

2015 ◽  
Vol 32 (5) ◽  
pp. 341-355 ◽  
Author(s):  
Sonali Jain ◽  
Sanjay K. Jain
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Customer Service ◽  
Emerging Market ◽  
Equation Modeling ◽  
Outcome Quality ◽  
Banking Services ◽  
Content Type ◽  
Quality Perceptions ◽  
Functional Quality

Purpose – This paper aims to measure outcome quality in banks in India and to make a comparative assessment of its influence on customer service quality perceptions. Though both functional quality (i.e. how service is delivered) and outcome quality (i.e. what is delivered) are important aspects of service quality, it is the functional quality which has primarily been the focus of past studies. Design/methodology/approach – The data used in the study are based on a survey of bank customers located in Delhi and National Capital Region. Using the exploratory factor analysis and confirmatory factor analysis, validity and dimensionality of the multi-item functional and outcome quality scales used in the study were assessed. A structural model of relationships of functional and outcome quality with overall service quality was tested through use of the structural equation modeling (SEM) approach. Findings – The study finds outcome quality as being a significant and major determinant of customer service quality perceptions in banks. Inclusion of outcome quality in the analysis is, moreover, found to be helpful in capturing more exhaustively the variations present in customer overall service quality perceptions. Research limitations/implications – Both the functional and outcome quality in the study have been measured through scales adapted from past studies. But the same have not been found able to fully capture variations in customer service quality perceptions. More psychometrically sound scales to measure functional and outcome quality are needed. Studies in both the developing and developed countries and additional service sectors are called for to increase the generalizability of the study findings. Furthermore, nomological validity of the outcome quality scale needs to be investigated by relating it with other anent constructs, such as customer satisfaction and their behavioral intentions. Practical implications – Instead of simply remaining preoccupied with functional quality, i.e. process or how part of service delivery, bank management also needs to gauze customer outcome quality perceptions (i.e. what the customers think they are eventually getting out of their transactions with the service provider) and exercise due care to see that customers in fact are getting the core banking tasks performed for which they approach the banks in the first instance. Originality/value – Present study is first of its kind in investigating role of outcome quality in banking services sector in the context of an emerging market like India. Use of SEM for analyzing both the measurement and structural models constitutes another noteworthy feature of the study.

Validating second-order model for economic welfare scale: evidence from Nigeria

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bashir Kurfi Babangida ◽  
Roslan Abdul Hakim ◽  
Hussin Bin Abdullah
Keyword(s):  
Latent Variable ◽  
Goodness Of Fit ◽  
Second Order ◽  
Economic Welfare ◽  
Fit Indices ◽  
Order Model ◽  
Cross Sectional ◽  
Content Type ◽  
Welfare Losses ◽  
Second Order Model

PurposeThe goal of this paper is to validate the second-order model for the economic welfare scale in the context of violence. This study also aims to assess the relationship between the dimensions of the economic welfare scale’ declining food consumption and loss of income and the overall latent construct and assess the second-order model’s goodness of fit using appropriate fit indices.Design/methodology/approachThe study is cross-sectional with a sample of 600 households from the violent zone, Northwest Nigeria. The data collected was used for confirmatory factor analysis, second-order model evaluation and model fit evaluation.FindingsThe second-order model for the economic welfare scale is valid and reliable; the dimensions significantly affect the formation of the overall construct. The model’s goodness of fit fulfilled the relevant fit indices.Research limitations/implicationsThe study offers researchers and policymakers practical insights into how each dimension influences the latent operational construct. It, therefore, encompasses replication in all the remaining modules.Practical implicationsThe findings offer practical insight to policymakers in designing policies for promoting long-term peace structures and developing mechanisms to assist those who have suffered the greatest economic welfare losses due to violence in Nigeria.Social implicationsThe findings form an essential tool to assess the economic welfare effect in violently affected territories at the micro-level.Originality/valueThe outcomes are ground-breaking by validating the second-order model for the economic welfare scale. And established dimension influences over the overall latent variable.

The effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions in gaming establishments

2014 ◽  
Vol 26 (4) ◽  
pp. 540-565 ◽  
Author(s):  
Hung-Che Wu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Corporate Image ◽  
Gaming Industry ◽  
Content Type ◽  
Perceived Service Quality ◽  
Multi Level ◽  
Main Determinants

Purpose – The purpose of this paper is to identify the dimensions of service quality and examining the interrelationships among behavioral intentions, customer satisfaction, perceived value, corporate image and service quality in the gaming industry. A multi-level and hierarchical model is used as a framework to synthesize the effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions of customers in the gaming industry. Design/methodology/approach – The data used in this study were based on a sample of 470 at a newly built casino in Macau. Data were analyzed using exploratory factor analysis and regression analysis. Findings – The findings support using a multi-level model consisting of three primary dimensions and ten sub-dimensions to conceptualize and measure perceived service quality. Perceived service quality significantly influences perceived value and corporate image, respectively. In addition, perceived value and corporate image are main determinants of customer satisfaction. Also, customer satisfaction and corporate image significantly affect behavioral intentions. Originality/value – This is the first study synthesizing behavioral intentions, customer satisfaction, perceived value, corporate image and perceived service quality in a Macau casino setting.

Adsorption Kinetics of Pb2+ Ions Using Chitosan Nanoparticles

2013 ◽  
Vol 367 ◽  
pp. 45-49
Author(s):  
Ying Hong ◽  
Ze Hui Zhong ◽  
You Shi Liu
Keyword(s):  
Adsorption Kinetics ◽  
Chitosan Nanoparticles ◽  
Second Order ◽  
Isotherm Model ◽  
Order Model ◽  
Adsorption Characteristics ◽  
Pseudo Second Order ◽  
Kinetics Of ◽  
Second Order Model

Chitosan nanoparticles were prepared by crosslinkingusing TPP. SEM showed that chitosan nanoparticles were successfully obtained.The adsorption characteristics of chitosan nanoparticles were evaluated. Theresults demonstrated that chitosan nanoparticles were suitable for adsorbent toremoval Pb2+. The parameters for the adsorption of Pb2+by chitosan nanoparticles were also determined. It was shown that chitosannanoparticles were fit for Langmuir’s isotherm model and that the adsorptionkinetics of Pb2+ described by the pseudo-second-order model could bebest.

Polyaniline/ZnO nanocomposites for the removal of methyl orange dye from waste water

2018 ◽  
Vol 32 (19) ◽  
pp. 1840085 ◽  
Author(s):  
Neha V. Nerkar ◽  
Subhash B. Kondawar ◽  
Snehal Kargirwar Brahme ◽  
Yun Hae Kim
Keyword(s):  
Waste Water ◽  
Methyl Orange ◽  
Adsorption Mechanism ◽  
Second Order ◽  
Pure Pani ◽  
Time Interval ◽  
Order Model ◽  
Vis Spectroscopy ◽  
Pseudo Second Order ◽  
Second Order Model

In this paper, we report the safe removal of methyl orange (MO) dye from aqueous solution using chemical interaction of dye molecule with polyaniline/zinc oxide (PANI/ZnO) nanocomposite. PANI/ZnO nanocomposite has been prepared by in situ polymerization. PANI/ZnO nanocomposite was found to be the best promising candidate for adsorption of dyes due to more porosities compared to that of pure PANI. In the present investigation, PANI/ZnO nanocomposite was mixed in a solution of MO dye and used for adsorption process. Color removal was studied using UV-Vis spectroscopy and the spectra were recorded for specific time interval and validation of kinetic model has been applied. Absorbance of PANI/ZnO nanocomposite was found to be increased as compared to that of pure ZnO nanoparticles and pure PANI due to synergistic effect. Comparatively, the removal of dye was also found to be more by using PANI/ZnO nanocomposites. In order to evaluate kinetic mechanism the pseudo-first-order model, pseudo-second-order model and intraparticle diffusion models were verified by the linear equation analysis. Adsorption mechanism of pseudo-second-order model was systematically explained for removal of dye using PANI/ZnO nanocomposite. The results clearly demonstrated that the adsorption mechanism gives very novel and green method of removal of hazardous dyes from waste water.

Accommodating ethnic minority consumers during service encounters: the fine line

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sarah Mady ◽  
John B. Ford ◽  
Tarek Mady
Keyword(s):  
Service Quality ◽  
Ethnic Minority ◽  
Service Providers ◽  
Service Encounter ◽  
Service Encounters ◽  
Service Firms ◽  
Content Type ◽  
Quality Perceptions ◽  
Language And Ethnicity ◽  
The Impact

Purpose This paper aims to examine the effect of intercultural accommodation efforts on service quality perceptions among ethnic minority consumers. Specifically, the paper postulates that during an intercultural service encounter, the impact of the service provider’s language and ethnicity on the consumer’s service quality perceptions is moderated by the level of service involvement, consumer acculturation and perceived discrimination, which, in turn, influence purchase intent. Design/methodology/approach A 2 × 2 between-subjects experimental design with an online nationwide consumer panel of Hispanic consumers was conducted where 377 participants were randomly assigned to a series of service encounter scenarios in the banking service context to manipulate accommodation efforts (yes vs no) and the level of involvement with the service (high vs low). Findings When such language and ethnicity accommodations were offered, highly acculturated minority consumers regarded the service encounter less favorably than low acculturated minority consumers. Moreover, during low-involvement service encounters, intercultural accommodations positively impacted consumer’s service quality perceptions compared to situations involving high-involvement services. Also, minority consumers with perceptions of past discrimination had less favorable evaluations of the service quality than when such perceptions were nonexistent when intercultural accommodation efforts were made by the service provider. Research limitations/implications The findings add to the sparse literature that examines the effectiveness of intercultural accommodation and focuses on the combined use of service provider’s language and ethnicity as a means to enhance service quality. Practical implications The study delivers cautions for service firms not to generalize the receptivity of intercultural accommodation efforts. Given the increasingly sizable segments of minority customers, this study offers insights for service providers to develop suitable recruitment strategies and training programs when devising effective ethnic targeting strategies. Originality/value This research is among the first to explain why the effect of target marketing is not homogenous by expanding the research on intercultural accommodations toward a new context considering service involvement levels among varied minority consumer groups.

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