scholarly journals E-banking and consumer behavior: the role of switching costs

2016 ◽  
Vol 13 (3) ◽  
pp. 234-249 ◽  
Author(s):  
N. Wachyudhi ◽  
MM Budi Haryanto
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Consumer Satisfaction ◽  
Switching Costs ◽  
Positive Effects ◽  
Electronic Service ◽  
Consumer Intentions ◽  
Business Administration Students ◽  
High Level ◽  
Customer Trust

The objective of this study was to examine the behavior of consumer continuing intention to use e-banking. In the model, the consumer’s continuance intention was designed as target variable which affected by perceived relationship marketing and electronic service quality (e-serqual) as well as mediated by the attitude of consumer satisfaction and trust, and moderated by the magnitude of perceived switching costs. Data were gathered from 200 e-banking users, by using the convenience sampling method, and the participants as the subject for this study were Business Administration Students of Krisnadwipayana University, Jakarta – Indonesia. The result indicated that the correlation between relationship marketing and electronic service quality was to be reciprocal, and mutually positive and significant. In addition, perceived e-serqual had only positive effects on customer statisfaction and customer trust. But both of the observed key variables (relationship marketing and electronic service quality) showed no direct or indirect effects on consumer intention to continue using e-banking either through mediation of customer satisfaction and customer trust. However, after being given the moderating effect by low and high level of switching costs, it turned out that switching costs quite moderate significantly consumer intentions to continue using e-banking. Thus in this study, the findings of unsignificant effects were also discussed in order to provide theoretically and practically implication.

scholarly journals Pengaruh Service Quality Dan Customer Trust Terhadap Kepuasan Konsumen Maskapai Penerbangan Lion Air (Studi Kasus Bandara Internasional Raja Haji Fisabilillah Tanjungpinang)

2021 ◽  
Vol 1 (2) ◽  
pp. 1-10
Author(s):  
Iranita Iranita
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Low Cost ◽  
Sampling Technique ◽  
Microsoft Excel ◽  
Low Cost Carrier ◽  
Independent Variable ◽  
Almost All ◽  
Customer Trust

Consumer satisfaction (Consumer Satisfaction) is a given positive attitude of consumers towards a service provided by a service company. Companies are expected to consider the factors that affect customer satisfaction. Lion Air, which is based on top brand award, is ranked first in the category of aviation services that use the LCC (low cost carrier). The almost all airports increase in passenger numbers in Indonesia, particularly in the international airport Raja Haji Fisabilillah Tanjungpinang. This study aims to examine the effect of service quality and customer trust to satisfaction of the consumer. The sample size is 60 people. This study uses a sampling method is the accidental sampling technique. technical analysis hypothesis testing using the Lisrel 8.5 program and Microsoft Excel version 2013. From this test later it can be seen how much the contribution of the independent variable (Service Quality, customer trust to the dependent variable (Lion Air Airlines customer satisfaction). The results showed that both directly and indirectly service quality and customer trust affect the satisfaction of customers of Lion Air

scholarly journals Does Descending Health Resources Reform Impact Patient Low-level Hospital Selection Behavior? Evidence from Zhejiang, China

2021 ◽  
Author(s):  
Zesheng SUN ◽  
Shuhong Wang ◽  
Hongjun Zhao ◽  
Xu Zhou ◽  
Ludan Zhang ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Consumer Satisfaction ◽  
Explanatory Power ◽  
Health Resources ◽  
Mediating Effect ◽  
Severe Illness ◽  
Low Level ◽  
Positive Effects ◽  
High Level ◽  
Level Hospital

Abstract Background: Since 2013, China launched descending resources reform, which is a new attempt to correct unbalanced allocation of health resources through human capital spillovers and brand implantation from high-level hospitals. The purpose of this paper is to explore the patients’ hospital selection response to this reform with the focus of low-level hospitals to better understand the effect of this reform on correcting regional inequality of health resources allocation. Methods: The European Consumer Satisfaction Index model (ECSI) was used to design a questionnaire, and cross-sectional data from 17 hospitals were collected through 1,287 questionnaires from Zhejiang Province. Patient hospital selection (loyalty) is measured using ordinary variables by considering patient willingness to choose a low-level hospital when suffering an illness or severe illness. Analysis of variance (ANOVA) and the structure equation model are applied to examine the effect of reforms on patient behavior. Results: The descending resources reform promotes improvements in the capabilities and medical environment of low-level hospitals, and descending doctors also have high accessibility. Perceived quality, patient expectations, and hospital image have significant positive effects on patient satisfaction, and the explanatory power of brand implantation from cooperative high-level hospitals and descending doctors is stronger than the image of the low-level hospital itself. And descending resources reform and patient satisfaction have significant positive impacts on patient’s choice for low-level hospitals with the existence of mediating effect of satisfaction. Conclusions: This paper provides supporting empirical evidence of the descending resources reform’s impact on patients’ low-level hospital selection. This reform has been effective in improving the capabilities of low-level hospitals, and brand implantation of high-level hospitals shows strong explanatory power. China’s reform offers a distinct and valuable approach to correcting the uneven allocation of health resources. Besides, the findings also suggest that policymakers could pay more attention to the importance of information channels in impacting patient awareness, responses, and hospital selection.

Structural Equation Modeling to Determine Passenger Loyalty toward Intercity Bus Services

2005 ◽  
Vol 1927 (1) ◽  
pp. 249-255 ◽  
Author(s):  
Chieh-Hua Wen ◽  
Lawrence W. Lan ◽  
Hsiu-Ling Cheng
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Switching Costs ◽  
Structural Equation Models ◽  
Equation Modeling ◽  
Latent Factors ◽  
Empirical Results ◽  
Service Value ◽  
Positive Effects ◽  
Bus Services

This paper investigates passenger loyalty to intercity bus services and identifies important factors influencing loyalty. The relationships between passenger loyalty and other latent factors, including satisfaction, service value, service quality, sacrifice, switching costs, attractiveness of competitors, and trust are hypothesized and tested. Factor analysis is used to extract the latent service quality factors from a large number of service quality indicators. Structural equation models are then developed to elucidate the causal relationships of passenger loyalty and the latent factors. The empirical results have confirmed the proposed hypotheses. Satisfaction has the most significant influence on passenger loyalty. Service value, switching costs, and trust have direct and positive effects on loyalty, whereas attractiveness of competitors has a direct negative effect. The indirect effect of service quality, via service value and satisfaction, on passenger loyalty is also significant. From the empirical results, managerial implications for the bus carriers are addressed.

scholarly journals Peran persepsi terhadap electronic service quality dan electronic word-of mouth (e-wom) terhadap intensi pembelian ulang melalui e-commerce

2021 ◽  
Vol 9 (2) ◽  
pp. 164-171
Author(s):  
Dian Febriany Putri ◽  
Sumaryono Sumaryono
Keyword(s):  
Service Quality ◽  
Purchase Intention ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Electronic Service ◽  
Consumer Intentions ◽  
Age Range

Expanding the process of buying and selling goods or business transactions from offline to online becomes a challenge for its users. The intensity of purchasing goods by consumers through e-commerce is influenced by various factors, one of which is the perception of electronic service quality and electronic word-of-mouth (e-wom). The purpose of this study is to find out the role of perceptions of electronic service quality and electronic word-of-mouth (e-WOM) toward re-purchase intention through e-commerce. Respondents in this research were individuals with an age range of 18-35 years and the total of respondents were 232 people. The sampling technique used purposive sampling. Data was collected using the re purchase intention, perception of electronic service quality, and e-WOM scales. Methods of data analysis using Structural Equation Modeling (SEM). The results of the study explain that one’s perception of electronic service quality and information circulating through e-WOM each have a role in influencing or strengthening consumer intentions to repurchase products through e-commerce.

scholarly journals Does descending health resources reform impact patient low-level hospital selection behavior? Evidence from Zhejiang, China

2021 ◽  
Vol 79 (1) ◽  
Author(s):  
Zesheng SUN ◽  
Shuhong WANG ◽  
Hongjun ZHAO ◽  
Xu ZHOU ◽  
Ludan ZHANG ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Consumer Satisfaction ◽  
Explanatory Power ◽  
Health Resources ◽  
Mediating Effect ◽  
Severe Illness ◽  
Low Level ◽  
Positive Effects ◽  
High Level ◽  
Level Hospital

Abstract Background Since 2013, China launched descending resources reform, which is a new attempt to correct unbalanced allocation of health resources through human capital spillovers and brand implantation from high-level hospitals. The purpose of this paper is to explore the patients’ hospital selection response to this reform with the focus of low-level hospitals to better understand the effect of this reform on correcting regional inequality of health resources allocation. Methods The European Consumer Satisfaction Index model (ECSI) was used to design a questionnaire, and cross-sectional data from 17 hospitals were collected through 1287 questionnaires from Zhejiang Province. Patient hospital selection (loyalty) is measured using ordinary variables by considering patient willingness to choose a low-level hospital when suffering an illness or severe illness. Analysis of variance (ANOVA) and the structure equation model are applied to examine the effect of reforms on patient behavior. Results The descending resources reform promotes improvements in the capabilities and medical environment of low-level hospitals, and descending doctors also have high accessibility. Perceived quality, patient expectations, and hospital image have significant positive effects on patient satisfaction, and the explanatory power of brand implantation from cooperative high-level hospitals and descending doctors is stronger than the image of the low-level hospital itself. And descending resources reform and patient satisfaction have significant positive impacts on patient’s choice for low-level hospitals with the existence of mediating effect of satisfaction. Conclusions This paper provides supporting empirical evidence of the descending resources reform’s impact on patients’ low-level hospital selection. This reform has been effective in improving the capabilities of low-level hospitals, and brand implantation of high-level hospitals shows strong explanatory power. China’s reform offers a distinct and valuable approach to correcting the uneven allocation of health resources. Besides, the findings also suggest that policymakers could pay more attention to the importance of information channels in impacting patient awareness, responses, and hospital selection.

scholarly journals Effect of Relationship Marketing on Customer Retention in the Telecommunications Industry

2021 ◽  
Vol 4 (4) ◽  
pp. 68-81
Author(s):  
Glory S.E. ◽  
Idorenyin U.E. ◽  
Edim E.J. ◽  
Sarah E.
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Customer Retention ◽  
Telecommunications Industry ◽  
Primary Data ◽  
Trust Building ◽  
Positive Effects ◽  
Phone Calls ◽  
Customer Care ◽  
Telecommunications Companies

This study centered on the effect of relationship marketing on customer retention in the telecommunications industry. It was conducted to assess the effects of customer care, communication, trust-building and service quality on customer retention in the telecommunications context. The study adopted survey research design. A structured questionnaire was used to obtain primary data from 198 customers of MTN Nigeria Plc and Globacom Nigeria Plc in Calabar. The data were analyzed and interpreted using descriptive statistics, while the hypotheses developed for the study were tested using multiple linear regression. Consequently, the findings of the study revealed that customer care, communication, trust building and service quality had significant positive effects on customer retention of telecommunication firms in Calabar. Therefore, the study recommended that: telecommunications companies should strengthen their customer care capability by using trained service professionals to elicit and promptly resolve customers enquiries and complaints; telecommunications companies should improve communications with customers by opening up more channels such as phone calls, direct messaging, social media and email through which information can be transmitted to subscribers to enhance informed patronage decisions; and it is imperative for telecommunications companies to consolidate customers’ trust in their delivery capabilities by demonstrating through effective service delivery that they are capable of satisfactorily meeting the service needs of subscribers.

scholarly journals ANALISIS KEPUASAN KONSUMEN TERHADAP PRODUK SAMBAL KEMASAN UNTUK FORMULASI PERBAIKAN STRATEGI PRODUK

BISMA ◽  
2021 ◽  
Vol 15 (1) ◽  
pp. 47
Author(s):  
Fitriani Rahayu ◽  
Cecep Barkah ◽  
Arianis Chan ◽  
Pratami Wulan Tresna
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Marketing Strategies ◽  
Level Of Satisfaction ◽  
High Level

Consumers have a high level of satisfaction with the quality of taste, flavour variants, packaging quality, price, and service quality of Sambel Gendang, while consumers have a low level of satisfaction with the level of spiciness of the product. This study aims to investigate the level of consumer satisfaction and formulate product strategy improvements to be proposed by considering customer satisfaction. Therefore, consumers can repurchase the products and become Sambel Gendang customers. This research uses descriptive analysis research with a quantitative approach. The population of this study was Sambel Gendang consumers. A total of 60 people were taken as samples by using probability sampling technique, and simple random sampling method. The results of this study revealed that 43.3% of respondents were satisfied with the taste quality, 41.7% were dissatisfied with the level of spiciness, 35% were satisfied with the flavour variant, 53.3% were satisfied with the packaging, 41.7% were satisfied with the price, 46.7% were satisfied with the service quality. The proposed marketing strategy by considering customer satisfaction is focused on product and promotion strategies to increase the sales market. Keywords: business, customer satisfaction, product, marketing strategies.

scholarly journals A study of the relationship marketing effect in banks: The case of an emerging market

2018 ◽  
Vol 7 (1) ◽  
pp. 26-39
Author(s):  
Norman Wachyudi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Switching Costs ◽  
Emerging Market ◽  
Future Studies ◽  
Low X ◽  
The Relationship ◽  
Insight Into

This study aims to provide an alternative model for understanding customers’ loyalty behavior by examining the effect of relationship marketing (RM) and service quality on customer satisfaction and customer loyalty moderated with switching costs. A laboratory experiment was carried out to ascertain the controlled variables based on factorial design: 2 (RM: high vs low) x 2 (service quality: high vs low) x 2 (the switching costs: high vs low). The study was based on bank clients as participants, and multiple linear regression was chosen to examine the causal relationship between the variables that are hypothesized. The results indicate that loyalty of banking customers is significantly influenced by RM, service quality and customer satisfaction. In addition, switching costs have a role in moderating customer loyalty. The implications of this study were discussed to give insight into contributions of theoretical and practical aspects, and for future studies

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