How relationship attributes affect bank customers’ saving

2019 ◽  
Vol 37 (1) ◽  
pp. 156-170 ◽  
Author(s):  
Kent Eriksson ◽  
Cecilia Hermansson
Keyword(s):  
Structural Equation ◽  
Structural Model ◽  
Theory Development ◽  
Equation Model ◽  
Content Type ◽  
Positive Effects ◽  
Subjective Perceptions ◽  
Saving Behavior ◽  
The Impact ◽  
The Relationship

PurposeThe purpose of this paper is to determine how three relational attributes – duration, context and trust – are subjectively perceived by bank customers, and how these affect their saving behavior, as defined by monthly flows to mutual funds and the financial products bought and held in stock.Design/methodology/approachThe authors use a combination of unique bank register and subjective survey data, and a structural equation model for theory development. Four constructs are developed to estimate the structural model, i.e. saving behavior, duration, context and trust.FindingsThe authors find that all three relational attributes have positive effects on saving behavior. The authors also find that duration and context have the largest total effects, and that trust is a mediating variable channeling indirect effects from context and duration to saving behavior.Practical implicationsOne implication for bank managers is that it takes time and understanding of customer context to gain customer trust, but that this increases customer savings. Another implication is that the authors confirm that relational attributes can be studied using subjective measures in surveys, and that these have an effect on objective savings behavior. The findings provide an understanding that could develop both the customer’s value and the banks’ business opportunities.Originality/valueThe impact of relationships between bank advisors and their customers in terms of costs and benefits has been studied, but a little research has focused on the attributes of the relationship and how these affect customers’ saving behavior. The study also uses unique objective bank register data, combined with customers’ subjective perceptions of the relationship.

How CSR influences customer behavioural loyalty in the Chinese hotel industry

2019 ◽  
Vol 32 (1) ◽  
pp. 1-22 ◽  
Author(s):  
Matthew Tingchi Liu ◽  
Yongdan Liu ◽  
Ziying Mo ◽  
Zhidong Zhao ◽  
Zhenghao Zhu
Keyword(s):  
Structural Equation ◽  
Brand Image ◽  
Hotel Industry ◽  
Equation Model ◽  
Chinese Consumers ◽  
Convenience Sample ◽  
Content Type ◽  
Customer Trust ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to focus on how corporate social responsibility (CSR) (i.e. responsibility to customers, employees and society) influences customer behavioural loyalty in the hotel industry. The mediating effects of brand image and customer trust on the relationship between CSR and customer behavioural loyalty are also considered. Design/methodology/approach In total, 298 valid responses to questionnaire surveys were collected from a convenience sample in China in 2017. A structural equation model was used to test the hypotheses. Findings Hotel customer behavioural loyalty can be enhanced by CSR performance. Performance in each of the three CSR domains positively impacted customer behavioural loyalty to different degrees. The impact of CSR on the customer had the strongest influence on Chinese customers’ behavioural loyalty among the three CSR domains of customer, employee and society. Brand image and customer trust were found to be mediators of the relationship between CSR performance and customer behavioural loyalty. Originality/value The current research contributes to the literature by demonstrating that CSR activities are not all equally effective. Results reveal that the society dimension of CSR had the strongest impact on Chinese customers’ brand image of hotels among the three CSR dimensions investigated. In terms of Chinese hotel customers’ trust, the CSR–customer dimension plays the most effective role. The findings also support the notion that Chinese consumers are beginning to use CSR information to evaluate hotels.

The impact of logistics platforms and location on logistics resource integration and operational performance

2019 ◽  
Vol 30 (2) ◽  
pp. 549-568 ◽  
Author(s):  
Gaoyan Lyu ◽  
Lihua Chen ◽  
Baofeng Huo
Keyword(s):  
Structural Equation ◽  
Equation Model ◽  
Operational Performance ◽  
Resource Integration ◽  
Content Type ◽  
Logistics Park ◽  
Relationship Analysis ◽  
The Impact ◽  
The Relationship ◽  
Structured Questionnaire

Purpose The purpose of this paper is to examine the relationship between logistics park platforms, logistics location and operational performance. Relationship analysis helps managers respond to the changes that today’s logistics companies face, which include limited resources and facilities, market uncertainties and financial instabilities. Design/methodology/approach A structured questionnaire is developed based on the resource-based view. Qualitative data collected from 273 companies in China are used in a structural equation model to test the conceptual model. Findings In logistics parks, logistics park platforms and location positively influence companies’ resource integration, which is positively related to operational performance. While logistics park platforms can improve operational performance directly, logistics location cannot. Resource integration is thus a full mediator between logistics location and operational performance, while it is a partial mediator between logistics park platforms and operational performance. Originality/value This study fills a gap in the literature on logistics parks, particularly on the relationships among operational performance, resource integration, logistics park platforms and the location of logistics parks in China. The authors provide guidelines for logistics park managers to organize their resources and develop capabilities for improving the operational performance of companies in logistics parks.

Transparency policy and students’ satisfaction and trust

2015 ◽  
Vol 9 (3) ◽  
pp. 309-323 ◽  
Author(s):  
Cayetano Medina ◽  
Ramón Rufín
Keyword(s):  
Indirect Effect ◽  
Structural Equation ◽  
Equation Model ◽  
Education Students ◽  
Content Type ◽  
Key Factor ◽  
The Impact ◽  
The Relationship ◽  
Students Satisfaction ◽  
Research Show

Purpose – This paper aims to analyse the effectiveness of the transparency policy carried out by a public university in terms of the impact on students’ satisfaction and trust. The loss of trust suffered by public institutions means that they are trying to identify the existing formulae so that this can be restored, and this includes transparency. In universities, certain changes in their situation mean that the demand for transparency policies is even greater. Design/methodology/approach – To carry out the transparency survey, data were collected using 6,180 valid questionnaires among the degree, postgraduate and continuing education students of the UNED. The statistical behaviour of the constructs included in the model was analysed by developing the structural equation model with SmartPLS. Findings – The results of this research show that transparency does have both a direct effect on trust and an indirect effect that is mediated by satisfaction. This latter indirect effect comes out stronger than the direct one. Thus, satisfaction emerges as a key factor for any research on the relationship between transparency and trust. Originality/value – This paper verifies the impact of the transparency policy on the satisfaction and trust towards a public university’s services.

Motivations of small firms to develop relationships with banks

2015 ◽  
Vol 30 (1) ◽  
pp. 96-104 ◽  
Author(s):  
Daniele Scarpi ◽  
Marco Visentin
Keyword(s):  
Structural Equation ◽  
Small Firms ◽  
Equation Model ◽  
Business Partner ◽  
Content Type ◽  
Individual Level ◽  
Value Perceptions ◽  
The Impact ◽  
The Relationship ◽  
The Empirical Analysis

Purpose – This paper aims to investigate what drives the decision of small non-food store retailers to develop a relationship with the bank financing them. The analysis addresses the banking industry and quantifies the extent to which a decision to develop a relationship is influenced by satisfaction, trust and by two different kinds of values, namely, monadic and dyadic. Design/methodology/approach – The analysis is based on data collected from more than 400 small business by means of a questionnaire, and develops a structural equation model to estimate the impact of satisfaction, trust and value constructs on the intention to develop the relationship. Findings – The results show that satisfaction and trust do not exert a direct effect on the decision to develop the relationship that is directly determined by dyadic value (i.e. the comparison between the cumulated value given through time and the cumulated efforts sustained by the partner). In turn, dyadic value stems from monadic value (i.e. the self-centred comparison of the costs and benefits experienced within the relationship). In a nutshell, considering value perceptions by the business partner and the relational dimension of value provides a better understanding of the intention of small firms to develop their relationship with a financing bank. Originality/value – This study contributes to shaping a picture of the motivations that lead small firms to develop a relationship with their financing bank. Drawing from a heterogeneous literature and considering individual-level variables, a theoretical model is developed to include the relational dimension of value and value perceptions by the business partner in the relationship. The empirical analysis provides useful indications to practitioners to understand and effectively manage the partner’s decision to develop the relationship, suggesting where to intervene.

The effect of service quality on foreign participants’ satisfaction and behavioral intention with the 2016 Shanghai International Marathon

2019 ◽  
Vol 21 (1) ◽  
pp. 91-105 ◽  
Author(s):  
Yi Xiao ◽  
Xiaoling Ren ◽  
Pei Zhang ◽  
Antonnette Ketlhoafetse
Keyword(s):  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Structural Model ◽  
Equation Model ◽  
Equation Modeling ◽  
City Image ◽  
Content Type ◽  
Sports Events ◽  
The Impact

Purpose The purpose of this paper is to examine foreign participants’ service quality, satisfaction and behavioral intention during the 2016 Shanghai International Marathon, and to gain a better understanding of the impact of service quality on their satisfaction and behavioral intention. Design/methodology/approach An English questionnaire was originally designed on the basis of the literature review of service quality, overall satisfaction and re-participation intention to assess the purpose of the study. Data were collected from 308 foreign runners including 61.7 percent (n=190) of male and 38.3 percent (n=118) of the female. Structural equation modeling was employed to check the proposed model and to test the impact of service quality on foreign participants’ overall satisfaction and behavioral intention. Findings A positive correlation was captured between the following: service quality and overall satisfaction (r=0.752, p<0.01), overall satisfaction and behavioral intention (r=0.876, p<0.01), and between service quality and participants’ behavioral intention (r=0.760, p<0.01). Furthermore, the service quality of Shanghai International Marathon had an indirect effect on foreign participants’ behavioral intention. The structural model fits the data well (R2=0.823). Research limitations/implications First, the sample size was small and was just drawn from one event, which can be taken with caution in the context of the generalization of findings. Second, the results are specific to 2016 Shanghai International Marathon participants and cannot be generalized with other events in China or around the world. Practical implications The results are practical for the marathon event organizers to better understand foreign participants’ needs and improve their services. This study has a significant importance to the sports events organizers, especially the organizers of the Shanghai International Marathon in terms of a better understanding the level of their service. This study will also help the event organizers to adapt their strategies and their efforts to increase Shanghai International Marathon foreign participants’ satisfaction and intention to repurchase or to share with others. Social implications This study contributes to the foreign participant’s satisfaction literature. In fact, many studies were carried on event spectators’ satisfaction while rare studies were carried on event participants’ satisfaction, especially marathon foreign participants’ satisfaction, and this study will supplement studies related to sport events participation. This will be convenient for sports managers and scholars to better understand the impact of service quality on participants’ satisfaction and behavioral intention in the field of sports events management. Meanwhile, the results were extremely useful to Shanghai during the process of constructing a “world-famous sports city” and “modern international metropolis”. Originality/value Little literature focus on foreign participants of Shanghai International Marathon, which is important in the process of shaping city image and building world-famous city. Are foreign participants satisfied with the Shanghai International Marathon? Which aspect of the service quality is of greater value for them? What are the influencing factors of their behavioral intention and word-of-mouth communication? What are the specific impact paths among the service quality, overall satisfaction and behavioral intention variables? To examine the objectives, the study was designed to target foreign participants’ service quality, satisfaction and behavioral intention. Besides, structural equation model was applied in this study to explore the path relationship between service quality, satisfaction and behavioral intention specifically.

The impacts of customer involvement on the relationship between relationship quality and performance

2019 ◽  
Vol 35 (2) ◽  
pp. 270-283 ◽  
Author(s):  
Yi Li ◽  
Ying Zhang ◽  
Jinpeng Xu ◽  
Taiwen Feng
Keyword(s):  
Relationship Quality ◽  
Structural Equation ◽  
Equation Model ◽  
Customer Relationship ◽  
Content Type ◽  
Customer Involvement ◽  
Positive Effects ◽  
Order Construct ◽  
And Performance ◽  
The Relationship

Purpose This paper aims to determine whether relationship quality should be measured as a disaggregated or as a composite construct, and investigate the causal relationship between relationship quality and customer involvement. The authors also explore the role of customer involvement in relationship quality-performance linkage in B2B settings. Design/methodology/approach This study is based on 214 Chinese manufacturers and uses the structural equation model to examine this conceptual model and hypotheses. Findings As a reflective second-order construct, relationship quality not only has positive effects on performance but also positively affects customer involvement. More importantly, customer involvement partially mediates the relationship between relationship quality and performance. Research limitations/implications This study only focuses on customer relationship, but neglects the supplier relationship. Practical implications When assessing the relationship quality with customers, suppliers must consider trust, commitment and investment dimensions simultaneously. In addition, to increase performance, suppliers must involve customers who are trusted and invested in training and logistics facility and then cooperate with them in new product design. Originality/value These findings contribute to this understanding on the relationship quality in B2B settings and provide theoretical contributions and managerial insights for both academics and practitioners.

scholarly journals Green product purchase intention: impact of green brands, attitude, and knowledge

2016 ◽  
Vol 118 (12) ◽  
pp. 2893-2910 ◽  
Author(s):  
Norazah Mohd Suki
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Structural Model ◽  
Equation Modeling ◽  
Green Product ◽  
Brand Positioning ◽  
Content Type ◽  
Brand Knowledge ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is threefold: to assess the impact of green brand positioning, consumers’ attitude toward green brands, and green brand knowledge on green product purchase intention; to investigate the influence of green brand knowledge on consumers’ attitude toward green brands; and to examine the moderating effect of green brand knowledge on the relationship between green brand positioning and green product purchase intention. Design/methodology/approach A questionnaire was utilized to gather the data (n=300) for this study. The purposive sampling technique was used, involving respondents who practice a green lifestyle and have had green product purchasing experience. The partial least squares (PLS) method, which is a variance-based technique for the analysis of structural equation modeling, was used to analyze the data, with the assistance of the SmartPLS computer program version 2.0. Findings Based on the standardized path coefficients of the structural model from the PLS results, green brand knowledge was found to be the most significant determinant of green product purchase intention. Knowledge of green brands has caused consumers to develop positive green marketing awareness and has bolstered their interest in fortifying the environment whilst preventing its degradation. Furthermore, green brand knowledge also impacted consumers’ attitude toward green brands. However, this factor was an insignificant moderator of the impact between green brand positioning and green product purchase intention. Practical implications Green brand positioning can be used by firms and businesses to better market their products and improve consumers’ green brand knowledge and attitude toward green brands, as well as increase green brand purchase intentions. Successful green brand positioning is seen as an advantage for marketers that can be used to differentiate their products from the available competitors, giving the impression that their products are distinguishable, and thus creating more demand and generating increased intention to purchase more green products. Originality/value The empirical results of this study address the gap in the prevailing body of literature in reference to the impact of green brand positioning and consumer attitude toward green brands, as well as the effect of green brand knowledge on green product purchase intention. This study found that green brand knowledge does not moderate the relationship between green brand positioning and green product purchase intention, thus providing insight into this subject matter, which has not been clearly examined in previous studies.

Share or send and receive? The impact of team knowledge outflow/inflow with IT support on performance

2019 ◽  
Vol 23 (8) ◽  
pp. 1523-1542 ◽  
Author(s):  
Junyeong Lee ◽  
Jinyoung Min ◽  
Chanhee Kwak ◽  
L.G. Pee ◽  
Heeseok Lee
Keyword(s):  
Team Performance ◽  
Structural Equation ◽  
Equation Model ◽  
Knowledge Flows ◽  
Knowledge Network ◽  
Content Type ◽  
It Support ◽  
Antecedents And Consequences ◽  
The Impact ◽  
The Relationship

Purpose An organization can be understood as a knowledge network in which teams send and receive knowledge. Many studies have explored knowledge sharing across teams but did not consider the direction of knowledge flows (KF), specifically how the knowledge inflow (KIF) and knowledge outflow (KOF) can be induced and influence team activities differently. To fill this gap, this paper distinguishes between KIF and KOF, examines their antecedents and consequences and considers how KIF and KOF within a team moderate the relationship between antecedents and KF of a team. Design/methodology/approach This study used structural equation model analysis of a sample of 341 individuals within 73 teams from four companies. Findings The results suggest that IT support is essential because it influences both KIF and KOF. However, only KOF has a significant effect on team performance suggesting that ambidexterity is not always necessary. In promoting KOF, increasing task interdependency is also effective. The effect of IT support varies with the level of KIF diversity. Originality/value The findings emphasize the importance of distinguishing KOF from KIF in a team’s knowledge network under the theoretical lens of ambidexterity. Identifying how IT support influences KF and how these flows separately affect team performance can provide useful insights into managing and facilitating KF in an organization.

Information asymmetry leads to underpricing: validation through SEM for Indian IPOs

2017 ◽  
Vol 51 (2) ◽  
pp. 116-131 ◽  
Author(s):  
Sheena Chhabra ◽  
Ravi Kiran ◽  
A.N. Sah
Keyword(s):  
Structural Equation ◽  
Structural Model ◽  
Negative Impact ◽  
Equation Model ◽  
Maximum Information ◽  
Content Type ◽  
Information Transparency ◽  
Short Run ◽  
International Investors ◽  
The Impact

Purpose The purpose of this paper is to examine the relevance of information, transparency and information efficiency in short-run performance of new issues. The current research evaluates the short-run performance of IPOs during 2005-2012, which even includes the recessionary period. The present study evaluates the impact of informational variables on first-day returns. Design/methodology/approach The short-run performance of the IPOs is measured through market adjusted excess return. A structural equation model (SEM) has been designed to identify how information influences the short-run performance of IPOs. Findings The results of structural model reveal that the sale of promoters’ stake and underwriters’ reputation are the major contributors towards information and are found to be highly significant statistically. The model also shows that the issue size (a component of information) is statistically insignificant at 5 per cent. The model suggests that the availability of information has negative impact on the first day returns indicating that the issuer which disclose maximum information to the public get lower returns on the listing day and hence, their issues are less underpriced. Originality/value The present study has a contribution in investment decisions for global investors, as the participation of international investors is common in IPOs of emerging markets. The findings of the study are expected to be useful to the practitioners in predicting the pricing of IPOs based on the informational variables influencing their performance.

The moderating effect of industry clockspeed on Lean Manufacturing implementation in Zimbabwe

2019 ◽  
Vol 32 (2) ◽  
pp. 288-304
Author(s):  
Catherine Maware ◽  
Olufemi Adetunji
Keyword(s):  
Structural Equation Model ◽  
Lean Manufacturing ◽  
Structural Equation ◽  
Equation Model ◽  
Moderating Effect ◽  
Operational Performance ◽  
Content Type ◽  
Industry Clockspeed ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to analyze the moderating impact of industry clockspeed (IC) on the relationship between Lean Manufacturing (LM) practices and operational performance. A model for evaluating the impact of LM is developed and the moderating effect of IC is taken into consideration as a fundamental variable that affects the causal relationship between LM practices and operational performance. Design/methodology/approach A structural equation model was proposed and investigated across two groups based on IC level (Group 1: low IC and Group 2: high IC). A structured survey questionnaire was used to collect empirical data from 600 companies listed by the Confederation of Zimbabwean Industries. A total of 214 usable questionnaires were obtained giving a response rate of 35.6 percent. The data were analyzed using Smart PLS 3 and SPSS version 25. Findings The results revealed that LM practices directly and positively affected operational performance and IC had a positive moderation effect on the relationship between LM practices and operational performance. The results indicated that the structural equation model remained invariant across the groups. This showed that IC had a moderating effect on the relationship between LM practices and operational performance for both low IC and high IC industries. Originality/value The study analyzed the moderating effect of IC in Zimbabwean industries. The study will provide further evidence to managers on the impact of LM practices on operational performance in developing countries.

Sign in / Sign up

Export Citation Format

Share Document