Measuring customer experience in banks: scale development and validation

2014 ◽  
Vol 9 (1) ◽  
pp. 87-117 ◽  
Author(s):  
Ruchi Garg ◽  
Zillur Rahman ◽  
M.N. Qureshi
Keyword(s):  
Scale Development ◽  
Scale Validation ◽  
Customer Experience ◽  
Content Type ◽  
Effective Strategies ◽  
Bank Managers ◽  
Service Sectors ◽  
Indian Banks ◽  
Development And Validation ◽  
The Relationship

Purpose – The paper aims to measure customer experience in Indian banks. This study examines the 14 factors of customer experience and identifies their impact on customer satisfaction. Design/methodology/approach – In this study, psychometric scale development procedure is followed comprising with the steps of item generation and selection, scale refinement and scale validation. A one-way ANOVA test is applied to identify the relationship between 14 experience factors and demographics of respondents. Findings – The findings of the study present a 41-item 14 factor reliable and valid customer experience scale among which “convenience” appears as the most significant among all the factors. Research limitations/implications – This study concentrates on a sector-specific scale, whereas a generalized scale that can be applied in other service sectors should be developed. In comparison with previous studies, the results of the current study provide a more absolute coverage and understanding of various touch points used in measuring customer experience in banks. Practical implications – By this reliable and valid scale, bank managers can identify the current and expected experiences of the customers and can build up effective strategies for the utmost satisfaction of the customers. Originality/value – To the best of the authors' knowledge, this study represents the foremost studies for developing a validated tool to measure the experiences of banks' customers.

Exploring the bank selection criteria in India: scale development and validation

2019 ◽  
Vol 37 (3) ◽  
pp. 666-690
Author(s):  
Sangeeta Arora ◽  
Harpreet Kaur
Keyword(s):  
Scale Development ◽  
Marketing Strategies ◽  
Decision Makers ◽  
Focus Group Interviews ◽  
Content Type ◽  
Selection Decisions ◽  
Bank Managers ◽  
Group Interviews ◽  
Development And Validation ◽  
Practical Implications

Purpose The purpose of this paper is to develop, measure and empirically validate a scale that captures the full dimensionality of selection attributes considered by customers when choosing a bank. Design/methodology/approach Focus group interviews were conducted and a well-structured questionnaire was designed. The validity of this scale was tested in accordance with the psychometric scale development procedure. Findings Contrary to some assertions in past literature, the results suggested service delivery and cost/price as among the most important determinants of the bank selection decisions of consumers. Practical implications The practical implications drawn from this study involve the seven constructs which could be adopted by the bank managers, advertising executives and marketing experts in providing good quality services resulting in overall higher levels of customer satisfaction. These decision makers can apply the constructs from the study to identify factors most appealing to both potential and existing customers and build up effective marketing strategies to attract new customers and retain existing ones. Originality/value This research paper signifies the leading studies for advancing a validated tool to measure the customers’ selection decisions for banks. As a result, this valid and reliable scale would bring standardization to research conducted in the field of bank selection attributes.

scholarly journals Conceptualising online fashion brand recognition: scale development and validation

2020 ◽  
Vol 24 (1) ◽  
pp. 73-96
Author(s):  
Muhammad Sabbir Rahman ◽  
Md Afnan Hossain ◽  
Md Rifayat Islam Rushan ◽  
Mohammad Tayeenul Hoque ◽  
Hasliza Hassan
Keyword(s):  
Scale Development ◽  
Scale Validation ◽  
Content Type ◽  
Brand Familiarity ◽  
Fashion Products ◽  
Fashion Brand ◽  
Brand Recognition ◽  
Social Reputation ◽  
Development And Validation ◽  
First Time

Purpose This study aims to develop and validate a scale for measuring online fashion brand recognition (OFBR). Design/methodology/approach Given the existing literature on brand, multiple stages of studies were conducted as a part of the scale development process. The OFBR scale was validated by a step-by-step process following the scale validation methodology suggested in the specialised literature. Findings The results demonstrate the 25 items of five unique factors that form the OFBR construct and confirm the strong validity of the construct. This finding suggests that the five-dimensional approach (online brand familiarity, online visual simplicity, online aesthetic attraction, online brand emotion and online social reputation) plays important role to form OFBR. Practical implications A valid and reliable OFBR scale provides a foundation for broadening the understanding on the important constructs that form OFBR, which is essential for online fashion retailing. Knowledge of the crucial antecedents that influence consumers towards online fashion products can enhance marketers’ capability to position their brands towards their target markets. Originality/value The relevance of this study lies in validating the scale for measuring OFBR for the first time in the literature on online fashion brand.

Job satisfaction and leadership behavior brief measures: a development and validation study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Julio César Acosta-Prado ◽  
Arnold Alejandro Tafur-Mendoza ◽  
Rodrigo Arturo Zárate-Torres ◽  
Geli Mercedes Pautt-Torres
Keyword(s):  
Job Satisfaction ◽  
Differential Item Functioning ◽  
Latin American ◽  
Organizational Context ◽  
Leadership Behavior ◽  
Good Alternative ◽  
Content Type ◽  
Item Functioning ◽  
Development And Validation ◽  
The Relationship

Purpose Job satisfaction and leadership behavior are recognized by the organizational world as fundamental elements that influence the overall effectiveness of a company. However, as the first step for an adequate intervention on any of these variables, it is the evaluation. The purpose of this paper is to develop and validate two brief measures on job satisfaction and leadership behavior. Design/methodology/approach The sample was made up of 246 workers located in Bogota, Colombia. The study was an instrumental research. To collect validity evidence, the internal structure and the relationship with other variables were used. For the evaluation of equity, the differential item functioning was analyzed according to the sex of the participants. Reliability was estimated through the ordinal omega coefficient. Findings Both brief measures presented a unifactorial structure, where job satisfaction was measured by five items and leadership behavior by four items. On the other hand, only one item of leadership behavior showed differential item functioning; however, its magnitude was trivial. Also, convergent and discriminant evidence was provided for both measures, and the reliability levels were adequate. Originality/value The measures developed represents an effort to briefly measure job satisfaction and leadership behavior. Likewise, it constitutes two of the few instruments to measure job satisfaction and leadership behavior in Latin American, representing a good alternative for the measurement of the referred constructs in an organizational context.

Measuring customer based corporate reputation in banking industry

2018 ◽  
Vol 36 (7) ◽  
pp. 1414-1436
Author(s):  
İsmail Gökhan Cintamür ◽  
Cenk Arsun Yüksel
Keyword(s):  
Scale Development ◽  
Corporate Reputation ◽  
Quantitative Methods ◽  
Customer Orientation ◽  
Banking Industry ◽  
Scale Validation ◽  
Measurement Tool ◽  
Content Type ◽  
Four Dimensions ◽  
Qualitative And Quantitative Methods

Purpose The purpose of this paper is to develop and validate a reliable and valid alternative scale to measure customer-based corporate reputation (CBCR) specific to the banking industry only, where high risks and uncertainties of choosing a service provider exist. Design/methodology/approach Both qualitative and quantitative methods were employed to develop and validate an alternative scale to measure CBCR in the banking industry. Following Churchill’s (1979) paradigm and other prominent scale development studies, a scale development procedure was generated, which consists of three main stages: scale generation and initial purification, scale refinement and scale validation. Findings As a consequence of the current study, a reliable and valid multidimensional scale was obtained, consisting of 20 items and four dimensions to measure CBCR in banking industry: financial performance and financially strong company, customer orientation, social and environmental responsibility and trust. Practical implications This study provides insight to managers to comprehend and manage their CBCR. Since this study has empirically demonstrated that the four dimensions of the CBCR are associated with the five important customer outcome variables, the study provides further support toward the importance of corporate reputation in strategic marketing decisions in the banking industry. Originality/value Numerous different disciplines have focused on corporate reputation measurement by adapting different perspectives and approaches. However, a reliable and valid measurement tool has been proposed here to evaluate corporate reputation from customers’ perspective specific to banking industry.

scholarly journals SERVBID: the development of a B2C service brand identity scale

2020 ◽  
Vol 34 (5) ◽  
pp. 601-620 ◽  
Author(s):  
Vandana Pareek ◽  
Tina Harrison
Keyword(s):  
Scale Development ◽  
Online Survey ◽  
Scale Validation ◽  
Brand Identity ◽  
Content Type ◽  
Quantitative Studies ◽  
Multi Stage ◽  
Service Brand ◽  
Panel Review ◽  
Symbolic Identity

Purpose This paper re-conceptualizes and measures brand identity (BI) from a services perspective. This paper aims to develop and test a psychometrically valid and reliable scale to measure service brand identity (SERVBID). Design/methodology/approach A multi-stage research design was adopted drawing on qualitative and quantitative studies consistent with extant scale development procedures. Qualitative studies comprised a comprehensive literature review, expert panel review and interviews to develop a theoretical framework and generate items. Quantitative studies comprised pilot testing (n = 106), online survey for scale development (n = 246) and scale validation (n = 245) on UK-based consumers using exploratory and confirmatory factor analysis. Findings The study finds support for a five-dimensional SERVBID scale comprising: process identity; organization identity; symbolic identity; servicescape identity; and communication identity. Practical implications The SERVBID scale provides practitioners with a practical tool to understand, benchmark and assess SERVBID. The scale will assist marketers in assessing the strength of BI overall as well as the strength of individual facets of BI. Originality/value This study provides a deeper and complete understanding of the theoretical construct of BI through a service-dominant lens, in particular recognizing the defining role of the service process and servicescape in SERVBID construction.

The value of reputation in electronic marketplaces

2019 ◽  
Vol 13 (4) ◽  
pp. 578-601 ◽  
Author(s):  
Ying Yang ◽  
Xinyu Sun ◽  
Jiayin Wang
Keyword(s):  
Empirical Analysis ◽  
Customer Experience ◽  
Reputation System ◽  
Reputation Management ◽  
Sensitivity Analyses ◽  
Price Premium ◽  
Content Type ◽  
Online Marketplace ◽  
Sd Card ◽  
The Relationship

Purpose The purpose of this study is to examine the role of customer experience moderating the relationship between reputation (online consumer reviews) and price premium. Design/methodology/approach This paper collected half-year period transaction of Nokia 5230XM and Kingston SD card from Taobao.com, the largest e-commerce platform in China. This paper combined theoretical analysis and empirical analysis together. Two-stage regression and logistic regression analysis was applied in this empirical analysis. The sensitivity analyses (robustness check) were also conducted in this paper. Findings Customer experience negatively moderates reputation price premium; thus, the positive effect of the reputation system is weaker for the experienced customer than for the naïve customer. Customers with more experience are less likely to pay the price premium and rely on a reputation system. Practical implications The results help sellers to strategize in the online marketplace. Sellers that wish to compete in the e-market must understand the type of customers they are addressing and differentiate the way they treat customers based on the level of customer experience. Originality/value This research contributes to the reputation management and customer behavior literature by identifying the effects of customer experience on the relationship between the reputation system and price premium. The results address the conflicts found in previous studies by extending the explanation of the negative reputation price premium.

Beyond customer experience models: identifying idiosyncratic perceptions

2018 ◽  
Vol 36 (7) ◽  
pp. 1311-1328
Author(s):  
Michele Gorgoglione ◽  
Umberto Panniello
Keyword(s):  
Design Methodology ◽  
Scientific Research ◽  
Customer Experience ◽  
Personal Factors ◽  
Content Type ◽  
Segmentation Analysis ◽  
Bank Managers ◽  
Cluster Profiles ◽  
A Company ◽  
Practical Implications

Purpose The purpose of this paper is to demonstrate that a deeper analysis of customer experience (CE) can identify idiosyncratic and critical perceptions in the experiences of groups of customers. Design/methodology/approach The methodology that the authors used is made of three main steps: segmentation analysis, profiling and identification of idiosyncratic clusters’ profiles (i.e. those with a CE perception different respect to the whole sample) and among these idiosyncratic clusters, identification of those that may be critical for the business. Findings The authors identified clusters of customers showing significant differences in their perceived experience with respect to the holistic CE model. Nevertheless, a sample of bank managers assessed three cluster profiles among them to be critical signals a company. The identification of these idiosyncratic patterns provides managers with interesting additional insights that would be hidden in a holistic CE model. Practical implications Managers can gain valuable insights of CE from this analysis that should be added to those coming from an holistic CE model. Originality/value This paper contributes to the scientific research in that it extends the knowledge about CE by showing how personal factors can be identified and how drawing additional managerial insights.

Fashion self-congruity: scale development and validation

2018 ◽  
Vol 22 (2) ◽  
pp. 158-175 ◽  
Author(s):  
Sahiba Anand ◽  
Harsandaldeep Kaur
Keyword(s):  
Scale Validation ◽  
Reliability And Validity ◽  
Three Dimensions ◽  
Self Concept ◽  
Measurement Properties ◽  
Content Type ◽  
Validity Tests ◽  
Development And Validation ◽  
First Time ◽  
Practical Implications

Purpose The purpose of this paper is to develop and validate measurement properties of a scale measuring fashion self-congruity (FSC). Design/methodology/approach Based on the existing literature of self-congruity, and four studies carried out as a part of this research, the FSC scale has been validated in a step-by-step process following the scale validation methodology suggested by Churchill (1979). Findings The final version of the scale incorporates nine items classified into three dimensions: actual fashion self-congruity, ideal fashion self-congruity, and ideal social fashion self-congruity. The scale reveals strong psychometric properties based on findings of different reliability and validity tests. Practical implications A valid and reliable FSC scale provides a foundation to broaden quantitative inquiry into the types of FSC that consumers seek under different situations. Knowledge of the dominant self-concept driving the consumption of fashion in various situations will enable marketers to position their brands along the desired dimension of FSC. Originality/value The value of this research paper lies in validating a scale to measure FSC for the first time in the self-concept/congruity literature.

Housing satisfaction in a traditional neighborhood of Izmit, Turkey

2019 ◽  
Vol 13 (2) ◽  
pp. 251-266
Author(s):  
Nevnihal Erdogan ◽  
Pınar Kisa Ovali ◽  
Özgur Kayapinar
Keyword(s):  
Active Role ◽  
Small Sample ◽  
Living Conditions ◽  
Equation Modeling ◽  
Housing Satisfaction ◽  
Content Type ◽  
Effective Strategies ◽  
Peripheral Areas ◽  
And Performance ◽  
The Relationship

Purpose The purpose of this paper was to investigate housing satisfaction in a traditional neighborhood of Izmit, Turkey. According to this purpose, it was investigated whether the perceived living conditions (PLC) were mediating the effect on participants’ general housing satisfaction caused by satisfaction with the perceived quality of facilities (FQP), satisfaction with performance of local authorities (LA), satisfaction with social relations (SR) and satisfaction with physical surrounding (PS) in the Topçular neighborhood of Izmit District in Kocaeli, Turkey. Design/methodology/approach According to the hypotheses developed within the framework of the theoretical model, by using structural equation modeling (SEM), first, the direct relations between the variables were tested (PLC → overall housing satisfaction (OHS); PS, SR, LA → PLC; FQP → LA), then the indirect relationships between the variables were analyzed with the mediated role of OHS (PS, SR, LA → OHS → PLC). Findings The results show that all factors affected the OHS through the PLC. In conclusion, as the living conditions of the individual living in the neighborhood improve, the conditions take an active role in the relationship between the OHS and the satisfaction with the other relevant factors in the neighborhood, namely, PS, SR and performance of LA. In this relationship, it is seen that the satisfaction with PS has a negative effect, while the satisfaction with SR and satisfaction with the performance of LA have positive effects. Research limitations/implications The study was applied only to Turkey’s Izmit Province. Research may also be applied to other cities apart from those in Turkey. A small sample was also used in the study. Reaching a wider sampling for SEM can lead to different results. Practical implications Planners and designers should consider satisfaction – including various factors involved in planning, designing and refurbishing the neighborhoods – as the most important design data. Social implications The results of this study show that living conditions had an active role in the relationship between OHS and certain factors in the neighborhood: satisfaction with PS, SR and performance of LA. This study offers a framework to LA such as policymakers and urban planners to develop relevant and effective strategies and to improve dissatisfactory conditions in new and peripheral areas. Originality/value The originality of the paper is based on revealing the factors affecting the housing satisfaction of people living in the province of Izmit. This study offers a framework to LA such as policymakers and urban planners to develop relevant and effective strategies and to improve dissatisfactory conditions in new and peripheral areas.

Structural change and the changing relationship between the industrial and the service sector

2015 ◽  
Vol 8 (1) ◽  
pp. 73-92 ◽  
Author(s):  
Amrita Roy
Keyword(s):  
Service Sector ◽  
Industrial Sector ◽  
Aggregate Level ◽  
Indian States ◽  
Content Type ◽  
Output Elasticity ◽  
Service Sectors ◽  
Highly Correlated ◽  
The Relationship ◽  
Structure Of Production

Purpose – This paper aims to examine the relationship between the industrial and the service sector outputs at the aggregate level and for different sub-services in India and also tries to find out whether the relationship is changing over time. Design/methodology/approach – This paper studies a panel of 16 major Indian states in India over the period 1980-2011. Using an econometric analysis, it proceeds to estimate the increase in inter-linkage between the output of the service sector and the output of the industrial sector. This study considers a variable coefficient model where the output elasticity of the service sector with respect to the output of the industrial sector changes with time. The changing element here is considered to be the result of the changing structure of production within these industries. Findings – It has been observed that the output of the services sector at the aggregate level and the output of the industrial sector are highly correlated, and demand generated for services output from the industrial sector over the period 1993-2011 is mostly due to the changing structure of production within these sectors. Originality/value – This paper takes the initiative to estimate the increase in inter-linkage between the output of the service sector and the output of the industrial sector resulting from the changing structure of production within the industrial and the service sectors.

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