scholarly journals MEDIATING ROLE OF BRAND, COMMITMENT AND RISK ON THE RELATIONSHIP OF MOBILE BANKING SERVICE QUALITY AND MARKETING PERFORMANCE IN INDONESIA

2021 ◽  
Vol 19 (4) ◽  
pp. 751-765
Author(s):  
Yudi Sutarso ◽  
◽  
Bachtiar Eka Kaca Sungkana ◽  
Dendi Vio Anggriatama ◽  
Windi Mega Lavenia ◽  
...  
Keyword(s):  
Service Quality ◽  
Perceived Risk ◽  
Brand Image ◽  
Mobile Banking ◽  
Brand Commitment ◽  
Mediating Role ◽  
Marketing Performance ◽  
Relationship Of ◽  
The Relationship

The purpose of this study is to investigate the mediating role of brand, commitment, and perceived risk on the relationship of mobile banking (MB) service quality and marketing performance (satisfaction and loyalty). A survey was conducted using a sample of 617 MB customers in Indonesia, i.e., Mobile BCA (BCA), BNI mobile (BNI), and Go mobile (CIMB Niaga). Structural equation modeling analysis was carried out with Warp PLS. The results show that MB service quality positively affects brand, commitment, satisfaction, and loyalty, while perceived risk has no effect. Another finding showed a relationship between brand image, commitment, and perceived risk on customer satisfaction and loyalty, although brand prestige does not affect loyalty. Thus, the partial mediating roles of brand image, commitment, and perceived risk are confirmed in the study. The findings will help academic researchers and bank practitioners understand MB customer attitude and behavior and help them in formulating strategies to manage the use of MB in Indonesia.

Cause Related Marketing and Customer Value: The Role of Service Quality and Perceived Risk as Mediators

2018 ◽  
Vol 5 (01) ◽  
Author(s):  
Shelleka Gupta ◽  
Alka Sharma ◽  
Aubid Hussain Parrey
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Direct Effect ◽  
Perceived Risk ◽  
Customer Value ◽  
Research Study ◽  
Cause Related Marketing ◽  
Relationship Of ◽  
The Relationship

The present research paper is an attempt to understand the role of mediating variables in the relationship of cause related marketing and customer Value. Based on the literature review, the role of service quality and perceived risk as mediators has been analysed in depth. The data for the study has been collected from mobile subscribers of the select telecom companies that were running cause campaigns. The results of the research showed higher total effect than direct effect, which signalled the role of mediators in the relationship of cause related marketing and customer value. Furthermore it is evident from the analysis that service quality has a direct and significant impact on the relationship of Cause related marketing and customer value, as compared to the perceived risk. This research study emphasizes the role of Cause Related Marketing in enhancing customer value via service quality.

scholarly journals Factors Predicting Brand Promise Delivery: The Mediating Role of Brand Knowledge between Internal Brand Marketing and Brand Commitment

2018 ◽  
Vol 4 (01) ◽  
Author(s):  
Rita Devi Priyanka ◽  
MParul Chhibber
Keyword(s):  
Practical Implication ◽  
Insurance Companies ◽  
Brand Commitment ◽  
Brand Knowledge ◽  
Mediating Role ◽  
Brand Promise ◽  
Brand Marketing ◽  
Relationship Of ◽  
The Relationship

Purpose – The present study seeks to explore the predictors of brand promise delivery and the mediating role of internal brand knowledge between the relationship of internal brand marketing and internal brand commitment for better promise delivery of the brand. Methodology – The present paper is based on extant literature relating to brand supporting attitude, i.e., internal brand marketing, internal brand knowledge and internal brand commitment, and brand supporting behaviour, i.e., brand promise delivery. Findings –The study proposes a conceptual model based on the role of internal brand knowledge as a mediator in the internal brand marketing and internal brand commitment linkage. Practical Implication –The study can be of immense use to Insurance Companies selling different policies. The study illustrates that for the better performance by the employees it is deemed necessary for the company that they provide complete knowledge to the employees about the different policies. Companies can adopt internal brand marketing to make the employees more informed and more committed, consequently resulting into better brand promise delivery by the employees. Originality/Value –The paper is among the first attempt to examine the mediating role of internal brand knowledge between internal brand marketing and internal brand commitment link. Limitations –Being conceptual in nature, the major limitation is its lack of empirical data to establish the significance of proposed models. There is a need to conduct an empirical research in future to overcome the same.

scholarly journals Marketing Performance Sustainability in the Jordanian Hospitality Industry: The Roles of Customer Relationship Management and Service Quality

2022 ◽  
Vol 14 (2) ◽  
pp. 803
Author(s):  
Jassim Ahmad Al-Gasawneh ◽  
Khalid N. AlZubi ◽  
Marhana Mohamed Anuar ◽  
Siti Falindah Padlee ◽  
Adnan ul-Haque ◽  
...  
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Mediating Role ◽  
Marketing Performance ◽  
Performance Dimensions ◽  
The Relationship ◽  
Key Customer

This study examines the mediating role of service quality between customer relationship management (CRM) performance dimensions and the marketing performance of Jordanian hotels using resource-based view theory and contingency theory. A self-administered survey was conducted on 162 general managers of hotels in Jordan. The data were analyzed using partial least squares structural equation modelling. The findings of the study indicated that service quality mediated the relationship between the CRM performance dimensions (key customer focus, CRM knowledge management, CRM organization, and CRM-based technology) and the marketing performance of Jordanian hotels. This study provides significant contributions to theory and practice. From a theoretical perspective, this study fills in the literature gaps by providing insights about the mediating role of service quality in the relationship between customer relationship management performance dimensions and marketing performance. For managerial contributions, this study suggested that hotels can enhance their marketing performance by focusing on service quality and customer relationship management performance dimensions, especially the key customer focus dimension.

The Mediating Role of Perceived Value in the Effect of Multi-Dimensional Risk in Mobile Banking

2021 ◽  
pp. 717-744
Author(s):  
Long Pham ◽  
Stan Williamson ◽  
Cyrus Mohebbi ◽  
Binh Nguyen ◽  
Hien Nguyen
Keyword(s):  
Risk Factors ◽  
Commercial Banks ◽  
Perceived Risk ◽  
Perceived Value ◽  
Intention To Use ◽  
Mobile Banking ◽  
Convenience Sample ◽  
Mediating Role ◽  
The Relationship

This study examines which risk factors contribute most to perceived risk in Vietnam's mobile banking environment; explores the relationships among perceived risk, perceived value and intention to use mobile banking in Vietnam's mobile banking environment; and investigates any mediating role perceived value may have in the relationship between perceived risk and intention to use mobile banking in Vietnam's mobile banking environment. A convenience sample of 403 respondents who were customers of one of the largest joint stock commercial banks in Vietnam was used. The results of this study indicated that perceived risk is negatively related to intention to use mobile banking; that perceived value is positively associated with intention to use mobile banking; that perceived risk is negatively related to perceived value; and that perceived value plays a partial mediating role in the relationship between perceived risk and intention to use mobile banking.

scholarly journals THE ROLE OF BRAND IMAGE IN MEDIATING THE EFFECT OF PRODUCT QUALITY, SERVICE AND PRICE ON PURCHASE INTEREST

2021 ◽  
Vol 2 (3) ◽  
pp. 499-512
Author(s):  
Tri Ajeng Melati ◽  
Didik J. Rachbini ◽  
Endi Rekarti
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Purchase Intention ◽  
Sampling Method ◽  
Brand Image ◽  
Partial Least Square ◽  
Quality Service ◽  
Relationship Of ◽  
The Relationship

The purpose of this study was to analyze the effect of product quality, service and price in influencing purchase intention, as well as to determine the role of brand image mediating the effect of product quality, service and price on purchase interest in the Daihatsu Xenia brand in South Tangerang. The population in this study are people in South Tangerang city who are involved in the process of searching for and purchasing lmpv vehicles. The sample used in this study were 190 respondents. The sampling method was done by using purposive sampling method. This study uses SEM data analysis techniques and data processing using Partial Least Square (PLS). The results of this study indicate that product quality is proven to have a positive and significant effect on brand image, service quality is proven to have a positive and significant effect on brand image, price is proven to have a positive and significant effect on brand image, product quality is not proven to have a positive and significant effect on brand image. Purchase interest, service quality is proven to have a positive but insignificant influence on purchase intention, price is proven to have a positive and significant effect on purchase intention, brand image is proven to have a significant effect on purchase interest. Then in this study it is also proven that brand image fully mediates the relationship of product quality to purchase intention, brand image does not mediate the relationship of service quality to purchase intention, brand image partially mediates the relationship between price and purchase intention.

The Mediating Role of Perceived Value in the Effect of Multi-Dimensional Risk in Mobile Banking

2019 ◽  
Vol 15 (4) ◽  
pp. 1-25
Author(s):  
Long Pham ◽  
Stan Williamson ◽  
Cyrus Mohebbi ◽  
Binh Nguyen ◽  
Hien Nguyen
Keyword(s):  
Risk Factors ◽  
Commercial Banks ◽  
Perceived Risk ◽  
Perceived Value ◽  
Intention To Use ◽  
Mobile Banking ◽  
Convenience Sample ◽  
Mediating Role ◽  
The Relationship

This study examines which risk factors contribute most to perceived risk in Vietnam's mobile banking environment; explores the relationships among perceived risk, perceived value and intention to use mobile banking in Vietnam's mobile banking environment; and investigates any mediating role perceived value may have in the relationship between perceived risk and intention to use mobile banking in Vietnam's mobile banking environment. A convenience sample of 403 respondents who were customers of one of the largest joint stock commercial banks in Vietnam was used. The results of this study indicated that perceived risk is negatively related to intention to use mobile banking; that perceived value is positively associated with intention to use mobile banking; that perceived risk is negatively related to perceived value; and that perceived value plays a partial mediating role in the relationship between perceived risk and intention to use mobile banking.

The dimensional linkage between public service motivation and innovative behavior in public sector institutions; the mediating role of psychological empowerment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Muhammad Asim Rafique ◽  
Yumei Hou ◽  
Muhammad Adnan Zahid Chudhery ◽  
Nida Gull ◽  
Syed Jameel Ahmed
Keyword(s):  
Public Sector ◽  
Public Service ◽  
Psychological Empowerment ◽  
Public Service Motivation ◽  
Innovative Behavior ◽  
Content Type ◽  
Mediating Role ◽  
Relationship Of ◽  
The Relationship

PurposeInnovations are imperative for organizational growth and sustainability. This study focuses on the employees' innovative behavior, a source of organizational innovations, which has received substantial attention from the researchers. Based on the psychological empowerment theory, the study exposes the effect of the various dimensions of public service motivation (PSM) on employees' innovative behavior (IB) in public sector institutions especially in the context of developing countries such as Pakistan. Moreover, the study also investigates the mediating role of psychological empowerment (PSE) between the dimensions of PSM and IB.Design/methodology/approachThis study used the cross-sectional research design. By using random sampling, the adapted survey questionnaires were used to collect data from 346 faculty members of public sector universities located in provincial capitals of Pakistan. A partial least square–structural equation modeling (PLS-SEM) tool was used to assess the proposed hypotheses through SMART-PLS software.FindingsResults revealed that attraction to policymaking (APM), compassion (COM), self-sacrifice (SS) have a significant impact on employees' PSE and their innovative behavior, while the relationship of commitment to the public interest (CPI) with PSE and IB was found insignificant. Moreover, PSE partially mediated the relationship between PSM dimensions and employees' IB.Originality/valueThere was a scarcity of research on IB especially in public sector institutions such as academia. This study theoretically contributed to the literature by providing a refined picture in assessing the proposed relationship of the constructs. This is also one of the original studies that examine the relationship between the dimensions of PSM and IB.

Van rechtvaardigheid naar uitputting en bevlogenheid

2012 ◽  
Vol 25 (2) ◽  
Author(s):  
Peter Verboon ◽  
Klaas Schakel ◽  
Karen van Dam
Keyword(s):  
Organizational Justice ◽  
Affective Commitment ◽  
Positive Behavior ◽  
Mediating Role ◽  
Two Samples ◽  
Group Engagement ◽  
Relationship Of ◽  
The Relationship ◽  
Moderating Role

From justice to exhaustion and engagement. The role of affective commitment to the organization From justice to exhaustion and engagement. The role of affective commitment to the organization In two studies the relationship between perceived organizational justice and emotional exhaustion and engagement was studied. Especially, the role of affective commitment to the organization in this relationship was examined. According to the group engagement model of Tyler and Blader (2003), procedural justice will result in positive behavior and attitudes because it increases commitment to the organization, thus implying that affective commitment mediates the relationship of justice with exhaustion and engagement. Conversely, Glazer and Kruse (2008) argue that a strong commitment to the organization can mitigate the effect of stressors, like injustice perceptions, on exhaustion and engagement, implying a moderating effect of commitment. These models were tested in two samples with employees working in a police organization. Both studies supported the mediating role of commitment; no evidence was found for a moderating role of commitment. The implication of these outcomes and the limitations of the study are discussed.

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