A model of mobile payment usage among Arab consumers

2018 ◽  
Vol 36 (7) ◽  
pp. 1213-1234 ◽  
Author(s):  
Reem Ramadan ◽  
Jawdat Aita
Keyword(s):  
Structural Equation ◽  
Service Providers ◽  
Arab World ◽  
Arab Countries ◽  
Integrative Model ◽  
Primary Data ◽  
Equation Modeling ◽  
Mobile Payment ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to investigate the impact of perceived satisfaction with mobile payment applications based on use experience, and subsequent stated expectations on brand loyalty and future use behavior using a theory-based research integrative model of factors that influence Arabs’ intentions to use mobile payment application(s). Design/methodology/approach A conceptual model was developed using the mixed research method approach. The focus group approach was used for the qualitative study and structural equation modeling for the quantitative study. Primary data were collected online. Participants were 305 Arab consumers from nine countries in the Middle East. Findings Satisfaction with the quality of mobile payment application(s) increased use experience and enhanced consumers’ expectations, which in turn positively affected loyalty and purchase intentions. Research limitations/implications The study encompassed mobile payment application(s) in nine countries rather than focusing on one market, or on one product type and business. The paper did not perform a comparative study between sampled Arab countries, but rather it sees all countries and respondents just as Arabs. Practical implications Service providers should build mobile application(s) based on the features of usability, availability, reliability, adaptability, accessibility, responsiveness and security. Originality/value This study is one of the first studies that empirically examines mobile payment consumer’s usage behavior from nine countries of the Arab world where there is scarce research on the topic in the region.

What shapes students' perceptions of group work: personality or past experience?

2020 ◽  
Vol 34 (9) ◽  
pp. 1457-1473
Author(s):  
Suzanna Elmassah ◽  
Shereen Mostafa Bacheer ◽  
Reynold James
Keyword(s):  
University Students ◽  
Group Work ◽  
Structural Equation ◽  
Primary Data ◽  
Equation Modeling ◽  
Content Type ◽  
Group Experiences ◽  
Negative Perceptions ◽  
Past Experiences ◽  
The Impact

PurposeGroup work (GW) as a collaborative learning method for university students is a much-researched topic in the literature. However, a fairly neglected area is that of students' perceptions of the same. This study purports to bridge this gap in the extant literature via identifying the determinants of these perceptions.Design/methodology/approachUsing primary data gathered from a sample of 443 university students, the study applies the structural equation modeling (SEM) to estimate the impact of both personal traits and past experiences on the students' perceptions.FindingsThe SEM results reveal that students' perceptions of GW are determined by their relevant past experiences not by their personalities. This position is contradictory to other relevant studies undertaken thus far.Practical implicationsAccordingly, the study stresses the need for educators to create positive group experiences among students and to convert their past negative experiences into positive ones.Originality/valueWhilst group work holds significant learning benefits for students, negative perceptions about this rich method could eventuate in students refraining from participating in the same. By isolating the determinants associated with students' negative perceptions of GW, this study provides educationists with a strong case for developing suitable interventions aimed at enhancing students' positive perceptions of GW, and resultantly further maximizing its potential benefits.

Emotional brand attachment: a factor in customer-bank relationships

2016 ◽  
Vol 34 (2) ◽  
pp. 136-150 ◽  
Author(s):  
Shalom Levy ◽  
Hayiel Hino
Keyword(s):  
Factor Analysis ◽  
Conceptual Framework ◽  
Structural Equation ◽  
Positive Relationship ◽  
Service Providers ◽  
Equation Modeling ◽  
Emotional Attachment ◽  
Content Type ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of this paper is to evaluate the relationship between customers’ emotional attachment toward bank service providers and bank loyalty. In particular, the study examines the impact of the emotional attachment factor while treating established effecting variables by employing a new conceptual framework that integrates these variables. Design/methodology/approach – The study employs data collected from a survey involving 436 participants. The study employs Exploratory Factor Analysis and Confirmatory Factor Analysis methods following a path analysis method and structural equation modeling for testing research hypotheses. Findings – The empirical results support the claim that the conceptual framework applied in this study better explains the relationship between customers’ emotional attachment toward bank service providers and bank loyalty. Specifically, the findings show a significant, direct and positive relationship between the customer’s emotional attachment and bank loyalty; an indirect positive relationship also exists through the connection of customer satisfaction. The study distinguishes between two integrated pathways consumers possibly follow when making decisions about services: the conscious decision-making process path and the emotional process path. Practical implications – The paper provides managerial and planning implications to bank service providers who seek to achieve excellent performance and a positive brand personality, thus maintaining long-lasting relationships with their customers. Originality/value – The study is among the few empirical works to specifically examine the impact of customers’ emotional attachment on bank loyalty and contributes to the available literature in that it suggests a systematic conceptual framework that evaluates the impact of key factors on bank loyalty.

Impact of customers' interpersonal interactions in social commerce on customer relationship management performance

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Md Shamim Hossain ◽  
Mst Farjana Rahman ◽  
Xiaoyan Zhou
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Equation Modeling ◽  
Interpersonal Interactions ◽  
Social Commerce ◽  
Content Type ◽  
The Impact

PurposeSocial commerce is a subpart of electronic commerce (e-commerce), where social media is forced to support user contributions. The purpose of this study is to measure the impact of customers' interpersonal interactions in social commerce on customer relationship management (CRM) performance, based on the flow, commitment-trust and stimulus–organism–response (SOR) theories.Design/methodology/approachOn the basis of the SOR framework, the authors developed a study model to determine the impact on CRM performance of customers' interpersonal interactions in social commerce. The primary data of the study were collected from 640 users of social commerce through a web questionnaire during the COVID-19 (coronavirus disease 2019) pandemic situation, and the authors tested the study model using the approach of covariance-based structural equation modeling (SEM).FindingsResults of the current study reveal that customers' interpersonal interactions in social commerce optimistically influence their perceived flow. Moreover, perceived flow absolutely controls users' trust and CRM performance. In turn, collective users' trust positively influences users' commitment and CRM performance. Finally, collective users' commitment absolutely influences the performance of CRM.Practical implicationsThe authors provide a valuable contribution to the theoretical field of online marketing and CRM. Besides, the findings of this study are relevant for marketers to know the issues for increasing customer trust, commitment and performance of CRM.Originality/valueThe current study develops a model based on the flow, commitment-trust and stimulus–organism–response (SOR) theories. The authors' research is the first to estimate the effect of customers' interpersonal interactions in social commerce on CRM performance.

The effect of human IT capability on organizational agility: an empirical analysis

2017 ◽  
Vol 40 (7) ◽  
pp. 800-820 ◽  
Author(s):  
Sukanya Panda ◽  
Santanu Kumar Rath
Keyword(s):  
Structural Equation ◽  
Primary Data ◽  
Equation Modeling ◽  
Organizational Agility ◽  
Content Type ◽  
It Capability ◽  
It Capabilities ◽  
Research Findings ◽  
Business Functions ◽  
The Impact

Purpose The purpose of this study underpins investigation of the impact of human IT capabilities (comprising business functions, interpersonal management and technology management expertise) on organizational agility (in terms of sensing and responding agilities). The moderating influence of IT infrastructure spending on this human IT–agility linkage is also thoroughly investigated. Design/methodology/approach Primary data collected from 300 IT personnel working in various publicly owned banking groups functioning across India are used for this study and structural equation modeling (SEM) is used to assess the human IT–agility link. Findings The two-fold research findings highlight the following: first, human IT capabilities enable both the sensing and responding components of agility and second, firms need to focus on translating huge and impudent IT investments into building superior capabilities to effectively shape agility. Originality/value This study greatly contributes to the information system (IS) literature by examining human IT capability and agility in terms of second-order constructs and provides a more holistic and comprehensive understanding of this unique relationship. The study precisely investigates the manner in which distinct human IT capability dimensions interact with both types of agilities along with the moderating effect of IT spending on this linkage.

Customer relationship investment and relationship strength: evidence from insurance industry in China

2016 ◽  
Vol 30 (2) ◽  
pp. 201-211 ◽  
Author(s):  
Guicheng Shi ◽  
Huimei Bu ◽  
Yuan Ping ◽  
Matthew Tingchi Liu ◽  
Yonggui Wang
Keyword(s):  
Structural Equation ◽  
Service Providers ◽  
Self Report ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Content Type ◽  
Service Employees ◽  
Relationship Strength ◽  
Relationship Investment ◽  
The Impact

Purpose This study aims to elucidate how different relationship investment efforts by a service firm affect its customers’ perceived relationship investment; to determine how perceived relationship investment influences various dimensions of relationship strength; and to explore the moderating effects of customer innovativeness and complaint propensity on the relationship between the perceived relationship investment and relationship strength. Design/methodology/approach To minimize common method variance, data were collected from pairs of life insurance agents in China and their clients using self-report questionnaires. Hypotheses were tested using structural equation modeling. Findings The results indicate that customers value financial effort most followed by social effort and structural effort. Perceived relationship investment influences the affective strength most strongly, followed by cognitive strength and conative strength. Customer innovativeness and complaint propensity both moderate the effectiveness of perceived relationship investment in influencing two of the three dimensions of relationship strength. Originality/value This study is among the first to specify how service employees can guide consumer perceptions of relationship investment by applying three types of relationship investment effort. The impact of perceived relationship investment on different dimensions of relationship strength was assessed to demonstrate how service providers can benefit from investing in building consumer relationships. The moderating impact of consumer innovativeness and of complaint propensity was quantified. The research findings have important implications for managing different relationship investment as well as recruiting and training service employees.

Evaluating the sustainable use of mobile payment contactless technologies within and beyond the COVID-19 pandemic using a hybrid SEM-ANN approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohammed A. Al-Sharafi ◽  
Noor Al-Qaysi ◽  
Noorminshah A. Iahad ◽  
Mostafa Al-Emran
Keyword(s):  
Structural Equation ◽  
Service Providers ◽  
Sustainable Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Mobile Payment ◽  
Content Type ◽  
Perceived Trust ◽  
Model Based ◽  
Managerial Implications

PurposeWhile there is an abundant amount of literature studies on mobile payment adoption, there is a scarce of knowledge concerning the sustainable use of mobile payment contactless technologies. As those technologies are mainly concerned with security and users' trust, the question of how security factors and trust can influence the sustainable use of those technologies within and beyond the COVID-19 pandemic is still unanswered. This research thus develops a theoretical model based on integrating the protection motivation theory (PMT) and the expectation-confirmation model (ECM), extended with perceived trust (PT) to explore the sustainable use of mobile payment contactless technologies.Design/methodology/approachThe developed model is evaluated based on data collected through a web-based survey from 523 users who used contactless payment technologies. Unlike the existing literature, the collected data were analyzed using a hybrid structural equation modeling-artificial neural network (SEM-ANN) technique.FindingsThe data analysis results reinforced all the proposed relationships in the developed model. The sensitivity analysis results showed that PT has the largest impact on the sustainable use of mobile payment contactless technologies with 97.2% normalized importance, followed by self-efficacy (SE) (77%), satisfaction (72.1%), perceived vulnerability (PV) (48.9%), perceived usefulness (PU) (48.2%), perceived severity (PS) (40.7%), response efficacy (RE) (28.7%) and response costs (RCs) (24.1%).Originality/valueThe originality of this research lies behind the development of an integrated model based on PMT and ECM to understand the sustainable use of mobile payment contactless technologies. The study provides several managerial implications for decision-makers, policy-makers and service providers to ensure the sustainability of those contactless technologies within and beyond the COVID-19 pandemic.

The impact of customer performance on IMC outcomes: firm size moderation in the inter-country context

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Vera Butkouskaya ◽  
Joan Llonch-Andreu ◽  
María-del-Carmen Alarcón-del-Amo
Keyword(s):  
Structural Equation ◽  
Developing Economies ◽  
Group Analysis ◽  
Vital Role ◽  
Primary Data ◽  
Equation Modeling ◽  
Content Type ◽  
Market Growth ◽  
The Impact

PurposeTaking the customer-centric nature of integrated marketing communications (IMC), this article investigates the specific role of customer performance in IMC effectiveness in various size companies applying inter-country context.Design/methodology/approachThe sample consists of the primary data from developed (Spain) and developing (Belarus) economies. A total of 540 manager respondents participated in the survey. The article uses structural equation modeling and multi-group analysis for analysis.FindingsWhen taking into consideration, customer performance affects the IMC outcome on the market and financial performance. The customer performance role varies in firms of various sizes and small- and medium -sized enterprises (SMEs) operating both in developed and developing economies.Research limitations/implicationsThe research underlines the significant role of customer performance in IMC implementation, which stimulates further investigation on the topic. It also closes the gap in the IMC outcomes analysis in SMEs operating in developed and developing economies.Practical implicationsCustomer evaluation plays a vital role in the IMC outcomes for market growth and financial returns. SMEs and larger companies implement IMC with different levels of effectiveness. SMEs with IMC implementation can gain an advantage over larger rivals and improve their market position. Moreover, the study generalizes the results by applying inter-country context.Originality/valueThis is a pioneering study of the complex IMC outcomes model under firms' size moderate conditions. The research applies an inter-country context.

The environment-strategy-structure fit and performance of industrial servitized SMEs

2018 ◽  
Vol 29 (2) ◽  
pp. 301-328 ◽  
Author(s):  
Laure Ambroise ◽  
Isabelle Prim-Allaz ◽  
Christine Teyssier ◽  
Sophie Peillon
Keyword(s):  
Environmental Factors ◽  
Financial Performance ◽  
Business Model ◽  
Structural Equation ◽  
Organizational Design ◽  
Primary Data ◽  
Equation Modeling ◽  
Strong Impact ◽  
Content Type ◽  
The Impact

Purpose The purpose of this paper is to examine the environment-strategy-structure fit in the context of industrial servitization and its impact on the profitability of manufacturing SMEs. Design/methodology/approach Data were collected from face-to-face interviews with the CEOs of 184 French manufacturing SMEs. These primary data were complemented by the indicators extracted from a financial database to ensure objective measures of financial performance. Analyses were conducted by means of partial least squares structural equation modeling. Findings The research tests the impact of the organizational design (customer interface, service delivery system and service culture (SC)) on financial performance. It also tests the moderating effect on this relationship of servitization strategies adopted by the firm (added services (AS), activities reconfiguration (AR) and business model reconfiguration (BMR)) and the environment in which the firm is situated (industry dynamism, competitive intensity and industry munificence). Research limitations/implications This study considers the coalescence of the environment-strategy-structure to be a driver of firm performance in the context of industrial firms’ servitization. Three specific servitization strategies (AS, AR and BMR) are suggested based on the service offering’s impact on the customer’s activity chain or business model. Practical implications The research proposes some optimal organizational design depending on servitization strategy and environmental factors; for example, SC has a strong impact on financial performance when BMR is adopted. Originality/value This empirical study is based on an extended sample of 184 SMEs and provides quantitative support for the claim that good alignment between strategy and organizational design based on environmental factors increases profitability.

scholarly journals Toward a contagion-based model of mobile banking adoption

2019 ◽  
Vol 37 (1) ◽  
pp. 69-96 ◽  
Author(s):  
Walid Chaouali ◽  
Kamel El Hedhli
Keyword(s):  
Structural Equation ◽  
Social Influences ◽  
Online Banking ◽  
Integrative Model ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Content Type ◽  
Automated Teller Machines ◽  
Self Service ◽  
The Impact

Purpose The purpose of this paper is to address the following question: Can a bank capitalize on its well-established self-service technologies (SSTs) in order to entice customers to adopt a newly introduced SST, namely, mobile banking? More specifically, it proposes an integrative model that simultaneously investigates the transference effects of attitudes, trust and the contagious influences of social pressures on mobile banking adoption intentions. Design/methodology/approach Structural equation modeling is applied to data collected from banks’ clients who are actually non-users of mobile banking. Findings The results indicate that attitude toward and trust in mobile banking along with coercive, normative and mimetic pressures are key antecedents to mobile banking adoption intentions. In addition, attitudes toward automated teller machines (ATMs) and online banking significantly predict attitude toward mobile banking. The results also support the effects of trust in ATMs as well as trust in online banking on trust in mobile banking. Moreover, predicted differences in the relative effects of attitude and trust are supported. Particularly, attitude toward online banking has a stronger impact on attitude toward mobile banking compared to the impact of attitude toward ATMs. In the same vein, the effect of trust in online banking on mobile banking is significantly stronger than the effect of trust in ATMs. Practical implications The study’s results hint at some practical and worthwhile guidelines for banks that can be leveraged in communication campaigns aiming at boosting the adoption rates of mobile banking. Banks can take advantage of the transference effects of the established attitudes toward and trusting beliefs in their mature SSTs as well as the contagious social influences in inducing the adoption of a newly introduced SST. Originality/value The present study represents a first step toward generating new insights into the role of the joint effects of attitudes, trust and social influences in the adoption of a new SST.

The impact of trust, privacy and quality of service on the success of E-CRM: the mediating role of customer satisfaction

2020 ◽  
Vol 35 (11) ◽  
pp. 1831-1847 ◽  
Author(s):  
Houriyeh Dehghanpouri ◽  
Zeynab Soltani ◽  
Reza Rostamzadeh
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Equation Modeling ◽  
Content Type ◽  
The Impact ◽  
Practical Implications

Purpose The purpose of this paper is to examine the effect of trust, privacy, service quality and customer satisfaction on the success of electronic customer relationship management (E-CRM) systems. Design/methodology/approach In this paper, a new model for determining the critical factors in the success of E-CRM systems is presented. The suggested model is verified using partial least squares with structural equation modeling. A questionnaire is designed and collected from 378 taxpayers in East Azerbaijan province of Iran. Findings The outcomes reveal that customer satisfaction is significantly influenced by the perceived quality of service. Customer satisfaction, in turn, is significantly impacted by the trust. Therefore, the quality of service, trust and privacy, through customer satisfaction, significantly affects the success of E-CRM systems. Research limitations/implications The main limitation can be referred to the clients that would not cooperate well as they were avoiding to give much information about the financial issue. Also, the study was conducted only in the context of Iran and a limit sample was utilized. Practical implications The research results help service providers improve E-CRM. Originality/value This study sheds light on identifying the antecedents of trust, privacy and quality of service that affect customer satisfaction; it may contribute to the theoretical framework for customer satisfaction in the context of the E-CRM. The results of the research offer practical implications for marketing managers and practitioners who prepare strategic plans and implement tools to improve the productivity or performance of the E-CRM systems. Moreover, customer satisfaction is related to the success of E-CRM systems as a result of trust, privacy and service quality. This research offers new insights into E-CRM intentions from a taxpayer in Iran.

Sign in / Sign up

Export Citation Format

Share Document