scholarly journals ES-QUAL model and customer satisfaction in online banking: evidence from multivariate analysis techniques

2020 ◽  
Vol 11 (1) ◽  
pp. 59-93
Author(s):  
Rizwan Raheem Ahmed ◽  
Giedrius Romeika ◽  
Raimonda Kauliene ◽  
Justas Streimikis ◽  
Rimantas Dapkus
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Commercial Banks ◽  
Financial Analysis ◽  
Perceived Value ◽  
Value Added ◽  
Secondary Data ◽  
Online Banking ◽  
Mediation Effect ◽  
Primary Analysis

Research background: The commercial banks are adopting online services for their transactions to stay competitive and fulfill the customers' needs. There is a dire need to satisfy online customers in a competitive environment. Thus, this paper employed the ES-QUAL model and two mediating variables and outlined the recommendations to the management of the online banking industry to develop effective strategies. Purpose of the article: The undertaken research aimed to examine the electronic banking service quality and customer satisfaction. For this purpose, we employed the ES-QUAL model and examined the direct impact of ES-QUAL dimensions and customer’s satisfaction. The secondary task of this paper is to investigate the mediation effect of customer's trust and the perceived value in an association between the ES-QUAL model and customer satisfaction. Finally, we examine and check whether customer satisfaction translates into the business performance of commercial banks or not. Methods: To achieve the overall goal of this research, SEM-based multivariate approach has been used, including confirmatory factor analysis, exploratory factor analysis, and multiple approaches (normal theory, and bootstrapping) to examine the moderation between the exogenous and endogenous variables. For the validation of hypotheses and results, a financial analysis has been performed simultaneously with the primary analysis. The research is done for a sample of 910 respondents of the account holders of five top commercial banks of Pakistan. Findings & Value added: The outcomes of the direct investigation revealed an affirmative, and potent impact of ES-QUAL dimensions on customer’s satisfaction. The outcomes of the indirect relationship exhibited that the perceived value and trust mediate ES-QUAL dimensions and customer satisfaction. The secondary data of selected five commercial banks and ratios analysis validated the results of the ES-QUAL model, and it is concluded that the results are linear with the outcomes of customers' satisfaction of primary analysis.

scholarly journals MODIFIED SERVQUAL MODEL AND EFFECTS OF CUSTOMER ATTITUDE AND TECHNOLOGY ON CUSTOMER SATISFACTION IN BANKING INDUSTRY: MEDIATION, MODERATION AND CONDITIONAL PROCESS ANALYSIS

2017 ◽  
Vol 18 (5) ◽  
pp. 974-1004 ◽  
Author(s):  
Rizwan Raheem AHMED ◽  
Jolita VVEINHARDT ◽  
Dalia ŠTREIMIKIENĖ ◽  
Muhammad ASHRAF ◽  
Zahid Ali CHANNAR
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Financial Services ◽  
Banking Sector ◽  
Banking Industry ◽  
Process Analysis ◽  
Perceived Value ◽  
Online Banking ◽  
Foreign Banks ◽  
Banking Service

Banks are very important financial services sector, and in banking sector there is an intense competition amongst the local and foreign banks throughout the world. The objective of this research is to analyse the effects of perceived value and customer trust, and role of technology in banking service qualities and customers’ satisfaction in Pakistani context. For this purpose we employed modified SERVQUAL model with four dimensions such as empathy, competence, reliability, and online service. An adapted questionnaire was used to carry out this survey research, and collected 830 responses from the customers of Pakistani banking industry. We used factor analysis, confirmatory factor analysis, and bootstrapping methods to carry out this research. The results of the study demonstrated that our four-dimensional model of modified SERVQUAL has a significant impact on overall customer satisfaction. It is further concluded from the bootstrapping method that modified SERVQUAL dimensions and customer satisfaction are positively mediated by the perceived value and trust. Finally, it is also concluded that the implementation of technology serves as moderating variable in the banking sector. The outcomes of this research are beneficial to the senior management of banking sector in order to implement the effective and customised online banking structure to gain competitive advantages, and provide vibrant online banking services that enhance the standard and ease of services to the customers and earn their confidence. The originality and novelty of this research provide a significant contribution in the application of SERVQUAL model specifically for the banking service quality dimensions and customer satisfaction in marketing research.

The influence of e-customer satisfaction, e-trust and perceived value on consumer's repurchase intention in B2C e-commerce segment

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Miao Miao ◽  
Tariq Jalees ◽  
Syed Imran Zaman ◽  
Sherbaz Khan ◽  
Noor-ul-Ain Hanif ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Mediation Effect ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Content Type ◽  
Online Experience

PurposeThis research study investigates the factors that influence e-customer satisfaction, e-trust, perceived value and consumers repurchase intention in the context of the B2C e-commerce segment. It investigates the mediation effect of e-customer satisfaction, e-trust and perceived value on repurchase intention. It also examines the moderating role of prior online experience.Design/methodology/approachBased on the adapted questionnaire, pre-recruited enumerators collected the data from five leading business universities of Karachi. They distributed 425 questionnaires and received 415 questionnaires. The study has used Partial Least Square-Structure Equation Modeling (PLS-SEM) technique for data analysis.FindingsWe have tested 20 hypotheses, of which our results do not support five, including two direct, two mediating. Our results support all the direct hypotheses except the following two: (1) delivery service affects e-satisfaction (2) customer services quality effect on trust. We did not find support for the following two mediating hypotheses (1) e-satisfaction mediates delivery services and repurchase intention, (2) service quality mediates customers' service quality and repurchase intention. Our results do not support one moderating relationship. Prior online experience moderates e-perceived value and repurchase intention.Research limitations/implicationsThis research provides valuable information to the online retailers of B2C e-commerce, which can help them make strategies based on their consumers' behavior and encourage them to make repeat purchases from online retailing stores. It allows future researchers to replicate the model in cross-cultural studies in different product categories.Originality/valueWe have examined the moderating effect of prior online experience between (e-satisfaction, e-trust and perceived value) on the repurchase intention.

Customer Loyalty in Financial Sector: A case study of Commercial Banks in Southern Punjab

2014 ◽  
Vol 1 (1) ◽  
pp. 587 ◽  
Author(s):  
Syed Usman Ali Gillani ◽  
Dr. Abdul Ghafoor Awan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Perceived Value ◽  
Financial Sector ◽  
Business Environment ◽  
Comprehensive Model

By considering the intense competitiveness and prevalent challenges in the current business environment, organizations can’t survive just focusing on attracting and capturing new customer but they have to choose the strategy that help in retaining the existing customers and enhanced their loyalty to the organization. So, in the customer service based industry, satisfied customers are no longer suitable, and the businesses have to explore the new ways to flourish and promote the loyalty of customers. The current study hypothesize that customer loyalty is significantly affected by the customer satisfaction and trust of the customers. Whereas, perceived value and service quality is important determinants to create the customer satisfaction and trust. The data was collected from different customers of various banks and the hypothesize links are tested. Results indicate that there is a significant relationship between customer satisfaction and trust with customer loyalty. It is also confirmed that service quality and perceived value are important antecedents of customer satisfaction and trust. The results present a comprehensive model in the financial sector to create and manage customer loyalty.

Customer Satisfaction and the Role of Demographic Characteristics in Online Banking

2016 ◽  
pp. 1786-1802 ◽  
Author(s):  
Luc Honore Petnji Yaya ◽  
Frederic Marimon ◽  
Marti Casadesus
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Positive Impact ◽  
Perceived Value ◽  
Demographic Characteristics ◽  
Online Banking ◽  
Demographic Profiles ◽  
Mediating Role ◽  
Major Predictor

This chapter proposes a model that (1) analyzes the direct and indirect effects of e-service quality on satisfaction and value with the moderating/mediating role of value as well as (2) analyzes the positive impact of gender, age, education, and income on quality, satisafaction, and value. The overall results show service quality is a major predictor of perceived value, which in turn is positively related to customer satisfaction. The mediating/moderating role of perceived value on the relationship between service quality and satisfaction is confirmed. Contrary to the proposed hypothesis, no relationships and no differences in the various subgroups categories of age, education, and income are detected in terms of service quality, value, and satisfaction. Consequently, customers' demographic characteristics limitation on the adoption of online banking is now history. However, the authors recommend that managers always consider each segment of the customers' demographic profiles individually while making their decisions.

Synthesizing moderate upscale restaurant patrons’ dining experiences

2018 ◽  
Vol 30 (3) ◽  
pp. 627-651 ◽  
Author(s):  
Michael Daniel Clemes ◽  
Zurinawati Mohi ◽  
Xuedong Li ◽  
Baiding Hu
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Hierarchical Model ◽  
Positive Impact ◽  
Perceived Value ◽  
Structural Equations ◽  
Third Order ◽  
Content Type ◽  
Behavioural Intentions

PurposeThe purpose of this paper is to develop and test a comprehensive hierarchical model of the interrelationships among five higher order marketing constructs (service quality, customer satisfaction, perceived value, restaurant image and behavioural intentions) for moderate upscale restaurants in Malaysia. A third order conceptualisation of service quality is also included in the empirical analysis.Design/methodology/approachThe data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equations.FindingsService quality, customer satisfaction and restaurant image all have a strong, positive impact on the behavioural intentions of moderate upscale restaurant patrons. Service quality, perceived value and restaurant image are also important determinants of customer satisfaction. Behavioural intentions to re-patronise a restaurant and recommend it to friends are influenced more strongly by restaurant image than by customer satisfaction. Three primary dimensions and ten pertaining sub-dimensions are modelled in the third order conceptualisation of service quality. The primary and sub-dimensions also vary in importance amongst the customers in the sampling frame.Originality/valueThis is the first empirical research that develops and tests a comprehensive hierarchical model for moderate upscale restaurants to provide a complete and integrative analysis of a service setting. The interrelationships among service quality, customer satisfaction, perceived value restaurant image and behavioural intentions are assessed. A third order conceptualisations of service quality is also included in the modelling framework.

scholarly journals ANALYSIS OF FACTORS AFFECTING FOOD DELIVERY USERS IN JABODETABEK

2021 ◽  
Vol 4 (1) ◽  
pp. 1-31
Author(s):  
Marleene Ratu Fiorentina ◽  
Usep Suhud ◽  
Ika Febrilia
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Brand Image ◽  
Perceived Value ◽  
Sampling Technique ◽  
Food Delivery ◽  
Sampling Techniques ◽  
Repurchase Intention

This research aims to identify whether brand image, trust, perceived value, and customer satisfaction affect customer loyalty and repurchase intention in food delivery users in Jabodetabek. This study used the SEM analysis method with quantitative analysis. This study used non-probability sampling techniques, sampling techniques to collect data using questionnaire surveys. The type of nonprobability sampling technique chosen is purposive sampling, with the number of respondents as many as 200 people. This study used the exploratory factor analysis (EFA) method and confirmatory factor analysis (CFA) method. The results of this study showed that brand image has a positive and significant influence on customer satisfaction, perceived value has a positive and significant effect on customer satisfaction, trust has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant influence on customer loyalty and customer satisfaction has a positive and significant effect on repurchase intention.

Customer Satisfaction and the Role of Demographic Characteristics in Online Banking

2014 ◽  
pp. 138-154 ◽  
Author(s):  
Luc Honore Petnji Yaya ◽  
Frederic Marimon ◽  
Marti Casadesus
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Positive Impact ◽  
Perceived Value ◽  
Demographic Characteristics ◽  
Online Banking ◽  
Demographic Profiles ◽  
Mediating Role ◽  
Major Predictor

This chapter proposes a model that (1) analyzes the direct and indirect effects of e-service quality on satisfaction and value with the moderating/mediating role of value as well as (2) analyzes the positive impact of gender, age, education, and income on quality, satisafaction, and value. The overall results show service quality is a major predictor of perceived value, which in turn is positively related to customer satisfaction. The mediating/moderating role of perceived value on the relationship between service quality and satisfaction is confirmed. Contrary to the proposed hypothesis, no relationships and no differences in the various subgroups categories of age, education, and income are detected in terms of service quality, value, and satisfaction. Consequently, customers’ demographic characteristics limitation on the adoption of online banking is now history. However, the authors recommend that managers always consider each segment of the customers’ demographic profiles individually while making their decisions.

scholarly journals Financial Inclusion, Bank Competitiveness and Credit Risk of Commercial Banks in Kenya

2017 ◽  
Vol 9 (1) ◽  
pp. 203 ◽  
Author(s):  
Salome Musau ◽  
Stephen Muathe ◽  
Lucy Mwangi
Keyword(s):  
Credit Risk ◽  
Commercial Banks ◽  
Secondary Data ◽  
Target Population ◽  
Financial Inclusion ◽  
Three Dimensions ◽  
Mediation Effect ◽  
Annual Reports ◽  
Annual Data ◽  
Trade Offs

This paper provides an empirical analysis of the synergies and trade-offs between financial inclusion and credit risk of commercial banks in Kenya. The paper analyzed the effect of financial inclusion on credit risk and the mediation effect of bank competitiveness of commercial banks in Kenya. Financial inclusion was measured using three dimensions of bank availability, bank accessibility and bank usage, bank competitiveness used (HHI) while credit risk was represented by the non performing loans ratio. The study was anchored on financial intermediation theory supported by finance growth theory and asymmetry information theory. The target population was all the 43 commercial banks in Kenya. The study used secondary data collected from Central Bank of Kenya annual reports; commercial banks of Kenya published audited financial statements and annual data from Central Bureau of statistics of Kenya for the period of 2007-2015. Data was analyzed using descriptive statistics and panel multiple regression analysis. The results obtained found that bank availability, bank accessibility and bank usage had significant effect on credit risk of commercial banks in Kenya. Bank competitiveness was found to partially mediate the relationship between financial inclusion and credit risk. From the findings the study concluded that financial inclusion has a significant effect on stability of commercial banks in Kenya. The study recommends that commercial banks to formulate policies to ensure they remain stable and competitive while accommodating their activities to ensure financial inclusion, hence forming an all inclusive and stable financial sector over time.

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