Correlates of customer loyalty to financial institutions: a case study

2014 ◽  
Vol 31 (3) ◽  
pp. 218-227 ◽  
Author(s):  
Ugur Yavas ◽  
Emin Babakus ◽  
George D. Deitz ◽  
Subhash Jha
Keyword(s):  
Financial Institutions ◽  
Customer Loyalty ◽  
Large Scale ◽  
Causal Inferences ◽  
Cross Sectional ◽  
Content Type ◽  
Intrinsic Cues ◽  
Extrinsic Cues ◽  
Structural Relationships ◽  
National Bank

Purpose – The purpose of this study is to investigate the relative efficacies of intrinsic and extrinsic cues as drivers of customer loyalty to financial institutions between male and female bank customers. Design/methodology/approach – A large-scale survey of 872 customers of a national bank serves as the study setting. Findings – Results showed that extrinsic cues were the more effective correlates of customer loyalty and that gender does not moderate the relationships between image cues and customer loyalty. Research limitations/implications – The cross-sectional nature of the current study does not allow causal inferences. Therefore, future studies should adopt longitudinal designs. Practical implications – Results suggest that, although transmitting a favorable image through extrinsic cues is critical, nevertheless, intrinsic cues (interactions among customers and bank personnel) should not be ignored. To reinforce this not only among current customers but also among potential customers, banks should use advertisements featuring favorable testimonials. Originality/value – Empirical research in the banking services literature pertaining to the efficacies of intrinsic and extrinsic cues in forming customer loyalty is scarce. This study fills in the void. Also, in determining if the relationships between image and customer loyalty vary by gender, the authors not only looked at male versus female differences on the basis of average construct scores but also examined the structural relationships among the constructs.

Financial distress determinants among SMEs: empirical evidence from Sweden

2020 ◽  
Vol 47 (3) ◽  
pp. 547-560 ◽  
Author(s):  
Darush Yazdanfar ◽  
Peter Öhman
Keyword(s):  
Financial Crisis ◽  
Financial Distress ◽  
Large Scale ◽  
Global Financial Crisis ◽  
Binary Logistic Regression ◽  
Data Availability ◽  
Cross Sectional ◽  
Data Set ◽  
Content Type ◽  
The Global Financial Crisis

PurposeThe purpose of this study is to empirically investigate determinants of financial distress among small and medium-sized enterprises (SMEs) during the global financial crisis and post-crisis periods.Design/methodology/approachSeveral statistical methods, including multiple binary logistic regression, were used to analyse a longitudinal cross-sectional panel data set of 3,865 Swedish SMEs operating in five industries over the 2008–2015 period.FindingsThe results suggest that financial distress is influenced by macroeconomic conditions (i.e. the global financial crisis) and, in particular, by various firm-specific characteristics (i.e. performance, financial leverage and financial distress in previous year). However, firm size and industry affiliation have no significant relationship with financial distress.Research limitationsDue to data availability, this study is limited to a sample of Swedish SMEs in five industries covering eight years. Further research could examine the generalizability of these findings by investigating other firms operating in other industries and other countries.Originality/valueThis study is the first to examine determinants of financial distress among SMEs operating in Sweden using data from a large-scale longitudinal cross-sectional database.

scholarly journals An application of retailing service quality practices influencing customer loyalty toward retailers

2017 ◽  
Vol 35 (7) ◽  
pp. 842-857 ◽  
Author(s):  
Achchuthan Sivapalan ◽  
Charles Jebarajakirthy
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Measurement Model ◽  
Cross Sectional ◽  
Content Type ◽  
Customer Base ◽  
Quality Practices ◽  
Personal Interaction ◽  
Loyal Customer ◽  
Favorable Evaluation

Purpose Enhancing retailing service quality (RSQ) serves as a basic strategy for gaining competitive advantage in the retailing industry and enables retailers to make a loyal customer base. The purpose of this paper is to propose and empirically investigate a comprehensive mechanism for enhancing customer loyalty to retail stores via service quality practices. This study suggests information on retailers can be the antecedent of the RSQ and its dimensions, thereby proposing a comprehensive mechanism for enhancing customer loyalty to retailers. Design/methodology/approach The data were collected using questionnaire surveys from 2,375 customers of three main supermarkets in Sri Lanka. After testing the measurement model, two structural models were run to test hypotheses. Findings The findings showed that the RSQ positively influenced customer loyalty. From all the RSQ dimensions, the store’s physical aspects, personal interaction and policy had a significant influence on customer loyalty. The findings also demonstrated that information on retailers contributes to enhancing a customer’s favorable evaluation of the supermarket’s physical aspects, personal interaction and retailing policy. Research limitations/implications This study was conducted with supermarket customers in one country using the cross-sectional data. Hence, the model should be replicated among retail customers in other countries with the longitudinal data. Practical implications Practically, this study recommends to retailers which dimensions of service quality they need to focus to enhance customer loyalty to their business. The study furthermore recommends certain dimensions that need to be emphasized while retailers design their promotional and communication programs. Originality/value Information on retailers has been suggested as an antecedent for enhancing supermarkets’ service quality practices. Thus, this study proposes a comprehensive mechanism for enhancing customer loyalty to retailers via service quality practices.

When abusive supervision leads to good performance: an exploration of the bright side of abusive supervision

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Filza Hameed ◽  
Sadia Shaheen ◽  
Bashir Ahmad ◽  
Muhammad Mudassar Anwar ◽  
Muhammad Ahmad-ur-Rehman
Keyword(s):  
Cultural Context ◽  
Structural Equation ◽  
Abusive Supervision ◽  
Dark Side ◽  
Equation Modeling ◽  
Causal Inferences ◽  
Cross Sectional ◽  
Content Type ◽  
Work Related ◽  
Bright Side

PurposeThe successful performance of organizations depends on the smooth working relations between their leaders and employees. Considering the importance of the behaviors of leaders/supervisors, this study intends to explore the bright side of abusive supervision on the performance of trainees in different police colleges in Pakistan.Design/methodology/approachThe data for this study were collected from police colleges and supervisors in Pakistan, and the sample comprised police trainees and their instructors (N = 254 responses from 50 instructors and 254 police trainees). The data were analyzed using structural equation modeling via Amos to test the hypothesized relationships.FindingsResults reveal a positive connection between abusive supervision and the performance of trainees. Moreover, the moderating role of passion for a cause in the relationship between abusive supervision and trainee performance is supported.Research limitations/implicationsDespite its relevance, this study has certain limitations. First, this study was conducted in a specific occupational and cultural context. A comprehensive understanding of the diverse occupational and cultural context considerations can increase this study's value. Second, this study used cross-sectional data for analysis, which hindered us from making causal inferences. For a clear and improved understanding, longitudinal studies can help facilitate the process.Originality/valueThis study intends to explore the bright side of abusive supervision on the performance of trainees in different police colleges in Pakistan. The literature demonstrated the “dark side” of abusive supervision on work-related attitudes and behaviors. However, few studies investigated or explored the “bright side” of abusive supervision.

The gender gap in work–life balance satisfaction across occupations

2019 ◽  
Vol 34 (5) ◽  
pp. 398-428 ◽  
Author(s):  
Maryam Dilmaghani ◽  
Vurain Tabvuma
Keyword(s):  
Gender Gap ◽  
Large Scale ◽  
General Social Survey ◽  
Work Life ◽  
Work Life Balance ◽  
Cross Sectional ◽  
Life Balance ◽  
Content Type ◽  
Policy Context ◽  
Data Limitations

Purpose The purpose of this study is to compare the gender gaps in work–life balance satisfaction across occupations. Due to data limitations, the studies of work–life balance satisfaction have generally relied on researcher collected data. As a result, large-scale studies encompassing all occupations in the same social and policy context are rare. In several cycles of the Canadian General Social Survey, the respondents are directly asked about their work–life balance (WLB) satisfaction. The present paper takes advantage of this unique opportunity to compare the gender gap in WLB satisfaction across occupations in Canada. Design/methodology/approach This paper pools four cross-sectional datasets (N = 37,335). Multivariate regression analysis is used. Findings Women in management and education are found to have a lower WLB satisfaction than their male counterparts. Conversely, and rather surprisingly, a WLB satisfaction advantage is found for women in transport over males in this occupation. Further investigation shows that the female WLB advantage in transport is driven by the relatively low WLB satisfaction of males in this occupation, while the opposite is true for education. Social implications The findings are discussed in light of the WLB policies and their increasing gender-blindness. Originality/value This paper is the first large-scale study which compares the gender gap in WLB satisfaction across occupations, in a given policy context.

The 2008–2009 global financial crisis and the cost of debt capital among SMEs: Swedish evidence

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Darush Yazdanfar ◽  
Peter Öhman
Keyword(s):  
Financial Crisis ◽  
Large Scale ◽  
Global Financial Crisis ◽  
Dynamic Panel Data ◽  
Cost Of Debt ◽  
Cross Sectional ◽  
Content Type ◽  
Debt Capital ◽  
Using Data ◽  
The Cost

PurposeThe main purpose of this study is to describe and analyse the relationship between the 2008–2009 global financial crisis and small and medium-sized enterprises' cost of debt capital.Design/methodology/approachStatistical methods, including multiple OLS and dynamic panel data, were used to analyse a longitudinal cross-sectional panel dataset of 3865 Swedish SMEs operating in five industry sectors over the 2008–2015 period.FindingsThe results suggest that the cost of debt was influenced by the financial crisis and another macroeconomic factor, i.e. the interbank interest rate, and by firm-specific factors such as firm size and lagged cost of debt.Originality/valueTo the authors' best knowledge, this is one of few studies to examine the cost of debt among SMEs during the crisis and post-crisis periods using data from a large-scale, longitudinal, cross-sectional database.

Product recall strategy in the supply chain: utility and culture

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dara Schniederjans ◽  
Mehrnaz Khalajhedayati
Keyword(s):  
Supply Chain ◽  
Expected Utility ◽  
Large Scale ◽  
Economic Benefits ◽  
Product Recalls ◽  
Product Recall ◽  
Cross Sectional ◽  
Content Type ◽  
Supply Chain Networks ◽  
Cultural Variables

PurposeProduct recalls have the potential to damage firm and consumer quality reputation. While globalization has brought about various economic benefits, expanding supply chain networks have also made it more difficult for downstream organizations to manage product recall strategy. This study aims to examine the role of culture on a manufacturer's initiation of a recall and the severity of the remedy chosen for the product recall.Design/methodology/approachUtilizing the culture-specific argument, this study uses an exploratory approach to assess how cultural variables impact recall strategy utilizing a large-scale data analysis with a cross-sectional time-series panel of 898 firms.FindingsThe results provide support for the expected utility hypothesis that the more severe the consequence, the more likely a manufacturer will decide to recall the product. Moreover, the more likely the manufacturer will provide greater returns to the consumer. However, these relationships are impacted to differing degrees by the manufacturer's cultural origin.Originality/valueThese results provide evidence to researchers about how culture impacts the expected utility hypothesis in the decision theory. The study examines how deeply embedded cultural variables impact the relationship between the foreseeable consequence of the product recall and the recall facilitator and remedy.

scholarly journals Relational exploration of the effect of work-related scheme on job satisfaction

2020 ◽  
Vol 17 (1/2) ◽  
pp. 111-128
Author(s):  
Sushmita Singh ◽  
S.K. Singh ◽  
Shashi Srivastava
Keyword(s):  
Job Satisfaction ◽  
Factor Analysis ◽  
Structural Equation ◽  
Large Scale ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Content Type ◽  
Significance Level ◽  
Work Related ◽  
The Government

Purpose This study is an effort to explore a relationship between benefits of schemes (BoS) on the job satisfaction among handloom weavers. The weavers who are engaged in this work however face lot of challenges in terms of remuneration and working conditions. The government has been immense with various schemes that cater to the work-related problems. This paper aims to understand whether work-related support can be a predictor for job satisfaction in this context. Design/methodology/approach A cross-sectional survey design was used where 335 handloom weavers randomly participated in the study. Questionnaire was administered and scale was developed and validated for the measurement of BoS by using exploratory factor analysis and confirmatory factor analysis. The effect of the benefits on the job satisfaction was investigated by using structural equation modelling on AMOS 21 platform. Findings The outcome suggested that the BoS significantly affects the job satisfaction and a possible predictor. This which was indicated by the value of r^2, i.e.0.38 at significance level p < 0.001. Research limitations/implications The study suggests a method for analyzing the schemes/policies in the light of the benefits that schemes intend to deliver. This would help in making suitable modifications in the schemes order to have wider outreach and large-scale inclusion of the beneficiaries. Practical implications The study can be useful for the policymakers to further strengthen the features of the schemes. They might work in direction of inclusion of more handloom weavers in the framework of the schemes. Originality/value The effects of the work-related policies on job satisfaction is still in nascent stage, so this work is all about exploration in that area.

Perceived investment in employee development and taking charge

2016 ◽  
Vol 31 (1) ◽  
pp. 50-60 ◽  
Author(s):  
Anders Dysvik ◽  
Bård Kuvaas ◽  
Robert Buch
Keyword(s):  
Employee Development ◽  
Work Conditions ◽  
Self Report ◽  
Job Autonomy ◽  
Causal Inferences ◽  
Cross Sectional ◽  
Content Type ◽  
Taking Charge ◽  
Report Data ◽  
Self Report Data

Purpose – The purpose of this paper is to investigate whether the relationship between perceived investment in employee development (PIED) and taking charge is moderated by perceived job autonomy. Design/methodology/approach – Self-report data were obtained from 737 employees. In addition, manager ratings of taking charge were obtained for 154 employees from their respective managers. Hierarchical moderated regression analyses were used to test the hypotheses. Findings – The results revealed a positive relationship between PIED and both self-reported and manager-rated taking charge only for employees who perceived high levels of job autonomy. Research limitations/implications – Given the cross-sectional nature of the data, no causal inferences can be drawn. Practical implications – Managers and organizations may benefit from providing work conditions that facilitate a felt obligation to reciprocate, but at the same time provide sufficient levels of perceived job autonomy to actually do so with respect to increasing the levels of employees’ voluntary and constructive efforts to improve work situations. Social implications – Greater levels of employee taking charge behaviors may offset the decline of businesses and thus aid in reducing long-term unemployment in the society at large. Originality/value – This study contributes to a more complete understanding of how job characteristics may facilitate or inhibit the influence of antecedents for taking charge.

scholarly journals Entrepreneurs’ optimism, cognitive style and persistence

2016 ◽  
Vol 22 (1) ◽  
pp. 84-108 ◽  
Author(s):  
Samuel Adomako ◽  
Albert Danso ◽  
Moshfique Uddin ◽  
John Ofori Damoah
Keyword(s):  
Cognitive Style ◽  
Longitudinal Design ◽  
Moderating Effects ◽  
Causal Inferences ◽  
Cross Sectional ◽  
Policy Makers ◽  
Content Type ◽  
Cross Sectional Design ◽  
Entrepreneurial Decision ◽  
The Relationship

Purpose – The purpose of this paper is to examine the moderating effects of cognitive style dimensions on the relationship between entrepreneurs’ optimism and persistence. Design/methodology/approach – This theoretically derived research model is empirically validated using survey data from 198 small and medium-sized enterprises in Ghana. Findings – The study’s empirical findings are that the relationship between entrepreneurs’ optimism and entrepreneurial persistence is enhanced at higher levels of cognitive planning and creating styles. Somewhat interestingly, cognitive knowing style negatively moderates the relationship between optimism and entrepreneurial persistence. Research limitations/implications – The cross-sectional design of the study does not permit causal inferences to be made regarding the variables examined. Future studies may use longitudinal design to examine the causal links of the variables. Practical implications – The results of this paper can assist entrepreneurs and policy-makers in understanding the dynamics and processes involved in entrepreneurial decision making. The understanding of this issue can promote the development and maintenance of entrepreneurial ventures. Originality/value – The paper has a strong theoretical value as it relies on cognitive explanations of human behaviour, and seeks to advance the theoretical field by demonstrating the value of cognitive style within the domain of entrepreneurship.

Ukraine's banking sector to grow leaner but stronger

2016 ◽  
Keyword(s):  
Economic Crisis ◽  
Large Scale ◽  
Banking Sector ◽  
Capital Requirements ◽  
Real Sector ◽  
Medium Term ◽  
Content Type ◽  
Quick Recovery ◽  
Positive Effects ◽  
National Bank

Subject Early signs of recovery and consolidation in Ukraine's banking sector. Significance For Ukraine's banking sector, the effects of the economic crisis since early 2014 include dramatic currency devaluation, the undermining of public trust and numerous bankruptcies. The crisis has also had positive effects as the National Bank of Ukraine (NBU) set about purging the sector of weak, poorly run institutions. Impacts Capital requirements will cause significant consolidation in the near-to-medium term, as many smaller banks will be unable to comply. By failing to resume large-scale lending to the real sector, the banks will limit the chances of a quick recovery. Russian-owned banks are not immediately threatened by official sanctions, owing to the hefty deposit base they have developed.

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