scholarly journals Factors Affecting Mobile Banking Loyalty in Thailand

2020 ◽  
Author(s):  
Phaninee Naruetharadhol ◽  
Roland Koller ◽  
Teerapong Nuanmanee ◽  
Tanaton Nimsrichan ◽  
Nathatenee Gebsombut
Keyword(s):  
Service Quality ◽  
Developing Country ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Online Survey ◽  
Banking Industry ◽  
Framing Theory ◽  
Factors Affecting ◽  
Goal Framing ◽  
Self Service

An extensive inquisition on service quality has been a significant subject matter for centuries and has now developed in a manner of self-service technology (SSTs). SSTs service quality has a complex influence on the behaviour of customers in terms of interaction with banking organisations that involve activities of M-banking to establish and develop more significant customer satisfaction, loyalty, and service results. This study would like to examine technological based services impact based on SSTs service quality, goal framing theory, and customer loyalty in the M-banking service of a developing country. 698 M-banking’s users have been collected through the online survey. Structural Equation Modelling was applied, and the results indicate positive and significant relationships among proposed indicators, including SSTs service quality, goal framing theory, and customer loyalty. The findings can help the banking industry to improve and provide necessary insights for the Banking industry, especially in the developing country like Thailand.

scholarly journals Analysis of determinant factors affecting retail business customer loyalty

2021 ◽  
Vol 5 (S3) ◽  
pp. 310-318
Author(s):  
Abdul Haris ◽  
Abdul Rahman ◽  
Yusriadi Yusriadi ◽  
Umi Farida
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Descriptive Analysis ◽  
Sem Analysis ◽  
Demographic Development ◽  
Five Dimensions ◽  
Factors Affecting ◽  
Goods And Services

Demographic development is the first field that influences the growth of retail stores. The rising population allows all goods and services to increase. To establish customer loyalty, the company must try to try to offer the highest quality in any product or service it must create a positive sense of quality in the minds of its customers. This research is a descriptive research type, trying to explain and describe each variable's conditions in detail and see the relationship or relationship between these variables. In the context of this study, the independent variables are Service Quality (X1), Relationship Marketing (X2), and Customer Satisfaction (Y), while the dependent variable is Customer Loyalty (Z). Quantitative data were analyzed using descriptive analysis and Structural Equation Modelling (SEM) analysis. Partially service quality has a significant influence on customer satisfaction in modern stores. In the sense that the quality of service provided by modern store management in Makassar City can contribute positively to customer satisfaction with the five dimensions of Tangible, Reliability, Empathy, Assurance, and Responsiveness. Direct service quality significantly influences customer loyalty, and indirect service quality has a significant effect on customer loyalty (LP) through customer satisfaction at modern stores in Makassar City.

The Impact of Technology based Self Service Banking Service Quality on Customer Loyalty

2015 ◽  
Vol 4 (3) ◽  
Author(s):  
Rajiv Sindwani ◽  
Manisha Goel
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Reliability And Validity ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Self Service ◽  
Impact Of Technology ◽  
The Impact

The technology based self service banking (TBSSB) refers to banking services availed by customers using electronic banking channels, without any interaction with bank employees. This paper examined the impact of TBSSB service quality dimensions on customer loyalty. A survey was conducted to collect data from customers of different banks, using a questionnaire. The sample size of 414 was divided into two sub-samples of equal size. The dimensions (factors) were identified by conducting an exploratory factor analysis (EFA) on first sub-sample using SPSS 16.0 software. Factor structure was confirmed by conducting confirmatory factor analysis (CFA) using AMOS 20.0 software on the second sub-sample. The proposed TBSSB SQ-Customer Loyalty conceptual model was tested for uni-dimensionality, reliability, and validity. Four proposed hypotheses were tested using structural equation modelling (SEM) with the help of AMOS 20.0. Out of four TBSSB service quality dimensions, Personalization is the only dimension that is found to have positive significant effect on customer loyalty. This study will guide banks about the critical technology based banking factors that need to be focused upon for increasing customer loyalty.

Effect of Service Quality on Customer Loyalty through Satisfaction, Perceived Value, and Customer Engagements (Study on Indonesian Ride-Hailing Online)

2020 ◽  
Vol 7 (10) ◽  
pp. 300-310
Author(s):  
Widarto Rachbini ◽  
Diana Anggraeni ◽  
Diah Febrina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Online Survey ◽  
Structural Equation Models ◽  
Perceived Value ◽  
Primary Data ◽  
Customer Involvement ◽  
Analysis Technique

This study attempted to analyze the effect of service quality on customer’s satisfaction, perceived value, and customer involvement as well as its implications for customer loyalty in Indonesia. The primary data used is the result of questionnaires through an online survey platform with the help of Google Form in July to August 2020. The sampling method was purposive sampling using specific criteria set by the researchers with 300 samples that met the criteria. Data analysis technique used the structural equation models (SEM) with the help of LISREL software. The results showed that there was a significant influence on the quality of Indonesian ride-hailing online services on perceived value, and a significant effect on perceived value on satisfaction as well as a significant effect on customer satisfaction on customer involvement. The only construct which directly influences customer loyalty is customer involvement. This research certainly provides practical advice for the online ride-hailing industry in Indonesia where there are three main suggestions aimed at improving the service quality, satisfaction, customer involvement, and value. Further research is suggested to analyze online ride-hailing in neighboring countries such as Malaysia, Singapore, Vietnam, or other Southeast Asian countries. Keywords: service quality, perceived value, customer satisfaction, customer involvement, customer loyalty and online ride-hailing

The effect of logistics service quality on customer loyalty: case of logistics service industry

2019 ◽  
Vol 9 (1) ◽  
pp. 43-61 ◽  
Author(s):  
Sehrish Huma ◽  
Waqar Ahmed ◽  
Minhaj Ikram ◽  
Muhammad Ibrahim Khawaja
Keyword(s):  
Service Quality ◽  
Developing Country ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Future Research ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Quality

Purpose Logistics service quality and customer loyalty have recently become the topic of discussion in both developing and under-developing countries. The purpose of this paper is to understand the logistics service quality factors contributing to customer loyalty in a developing country context. Design/methodology/approach Data were collected from 250 respondents who were direct or indirect clients of logistics firms, through online questionnaire distribution. Partial Least Square Structural Equation Modelling was used to examine the hypothesized relationships. Findings The findings of this research revealed that operational logistics service quality (OLSQ) and relational logistics service quality have a significant impact on customer loyalty. Moreover, for enhancing customer loyalty, relationship quality is the key factor. Practical implications Research reveals that even in a developing country like Pakistan, it is important for carriers to establish high-level relational and OLSQ to satisfy shipper. It will correspondingly add worth to the discussion in the literature and it shall also provide the basis for future research studies. Originality/value The novelty of this paper is logistics service quality and its effect on customer loyalty from the perspective of a developing country, specifically due to geographical importance in the context of the China–Pakistan Economic Corridor.

Consumer-to-store employee and consumer-to-self-service technology (SST) interactions in a retail setting

2015 ◽  
Vol 43 (8) ◽  
pp. 676-692 ◽  
Author(s):  
Hyun-Joo Lee
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Empirical Work ◽  
Underlying Mechanism ◽  
Content Type ◽  
Factors Affecting ◽  
Service Option ◽  
Self Service ◽  
Self Service Technology ◽  
Patronage Intentions

Purpose – The purpose of this paper is to understand the underlying mechanism of how consumer-to-store employee and consumer-to-self-service technology (SST) interaction qualities contribute to consumer retail patronage. Design/methodology/approach – A total of 300 surveys for each type of in-store kiosk were used for the data analysis. The proposed model was analysed using structural equation modelling. Findings – This study suggests a direct link from SST usage frequency to perception of SST service quality. Also, retail patronage intentions were positively influenced by both interpersonal service quality and SST service quality, and SST usage intentions were positively affected by retail patronage intentions. Lastly, three causal links were shown to be dissimilar between the two types of in-store kiosk: interpersonal service quality-retail patronage intentions, SST service quality-retail patronage intentions, and SST service quality-SST usage intentions. The remaining links were similar for both types of in-store kiosks. Originality/value – Previous empirical work on this topic has mostly been limited to investigations of service quality of either a human- or a technology-based service option. In contrast, the current study incorporates both interpersonal service quality and SST service quality as critical factors affecting retail patronage intentions and thus provides an important opportunity to advance the understanding of consumer-to-store employee and consumer-to-SST interaction qualities and their contribution to consumer retail patronage.

Customer Satisfaction in Mobile Service Quality: Evidence from Hanoi and Ho Chi Minh City’s Officers

2018 ◽  
Vol 34 (5E) ◽  
Author(s):  
Pham Thi Thanh Hong ◽  
Tran Van Hai
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Online Survey ◽  
Service Providers ◽  
Ho Chi Minh City ◽  
Mobile Service ◽  
Factors Affecting ◽  
Master Thesis

This study explores the factors influencing the quality of telecommunication services in Hanoi and Ho Chi Minh City. By conducting an online survey of 413 office workers, the results indicate that among the five components of the perceived quality of telecommunications services, reliability, assurance, and empathy are Key factors affecting consumer satisfaction in Hanoi and Ho Chi Minh City. The findings of this research help mobile service providers to understand how consumers perceive the quality of mobile services. Thus, mobile service providers would effectively design marketing strategy to improve customer loyalty as well as enter new markets. Keywords: Mobile service, service quality, online survey, empirical study, Vietnam. References [1] Boohene, R., & Agyapong, G., “Analysis of the antecedents of customer loyalty of telecommunication industry in Ghana: The case of Vodafone (Ghana)”, International Business Research, 4 (2011) 1, 229-240.[2] Leelakulthanit, O., & Hongcharu, B., “Factors that impact customers satisfaction: Evidence from the Thailand mobile cellular network industry”, International Journal of Management and Marketing Research, 4 (2011) 2, 67-76.[3] Eugenia Y. Huang, Sheng-Wei Lin, Ya-Chu Fan, “M-S-Qual: Mobile service quality measurement”, Electronic Commerce Research and Applications, 14 (2015), 126-142, http://dx.doi.org/10.2016/j.elerap.2015.01.003[4] Omotayo, O., & Abiodun, A., “Service quality, value offer, satisfaction, and loyalty: An empirical relationship in the Nigerian telecom industry”, Contemporary Management Research, 5 (2011) 2, 14-23.[5] Lee, Roy Chun, “Telecommunications in Vietnam”, Chung-Hua Institution for Economic Research (CIER). Chinese Taipei WTO Center, C.20 (2011), p.1.[6] Agarwal, S., M. Erramilli, et al., “Market orientation and performance in service firms: role of innovation”, Journal of Services Marketing 17 (2003) 1, 68-82.[7] Agyapong, G., “The effect of service quality on customer satisfaction in the utility industry: A case of Vodafone (Ghana)”, International Journal of Business and Management, 6 (2011) 5, 203-210. http://dx.doi.org/10.5539/ijbm.v6n5p203[8] Yee, R. W. Y., Yeung, A. C. L. & Cheng, T. C. E., “An empirical study of employee loyalty, service quality and firm performance in the service industry”, International Journal of Production Economics, 124 (2010) 1, 109-120. http://dx.doi.org/10.1016/j.ijpe.2009.10.015[9] Le The Gioi and Nguyen Minh Duan, “Improving the competitiveness of VMS-MOBIFONE on mobile communication market”, Journal of Science and Technology, University of Da Nang, 2 (2007) 19, 68-72.[10] Dinh Thi Hong Thuy, “Research the factors affecting on the decision for mobile telecommunications of students in Ho Chi Minh City”, Master Thesis, (2008).[11] Le Thi Tuyet Trinh, “Research the customer satisfaction in using Vinaphone mobile service in Binh Dinh province”, Master Thesis, 2012.[12] Bui Van Trinh and Luu Ngoc Mai Anh, “Research the customer satisfaction in using Viettel mobile service in Hai Giang province”, Master Thesis, 2013.[13] Pizam, A., Ellis, T., “Customer satisfaction and its measurement in hospitality enterprises”, International Journal of Contemporary Hospitality Management 11 (1999) 7, p. 326-339, http://dx.doi.org/10.1108/09596119910293231[14] A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry, “A Conceptual Model of Service Quality and Its Implications for Future Research”, The Journal of Marketing, Vol. 49, No. 4 (1985), pp. 41-50[15] Cronin Jr, J. J., & Taylor, S. A. “SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality”. The Journal of Marketing, 58 (1994). 125-131.[16] Aydin, S. and G. Ozer, “National Customer Satisfaction Indices: An Implementation in the Turkish Mobile Telephone Market”, Marketing Intelligence and Planning, 23 (2005) 5, 486-504.[17] Mishra, R.C and Sandilya, A., Reliability and Quality Management, New Age International Publishers, 2009.[18] Torsten J. Gerpott, Ilknur Bicak, “Telecommunication service choice and use among migrants: The case of German-Turkish consumers”, Computers in Human Behavior, 6 (2016), 584-596, http://dx.doi.org/10.2016/j.chb.2016.03.018[19] Uddin, M. B., Akhter, B., “Customer satisfaction in mobile phone services in Bangladesh: A survey research”, Management & Marketing X (1) (2012), 20-36.

scholarly journals Factors Affecting Loyalty Customer Services Banking Industry in East Java

2016 ◽  
Vol 11 (6) ◽  
pp. 168
Author(s):  
Koesharijadi Koesharijadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Employee Satisfaction ◽  
Customer Value ◽  
Banking Industry ◽  
Factors Affecting ◽  
Customer Expectations ◽  
Negative Effect

<pre>The purpose of this study was to determine the factors contained in the quality of services and how these factors influence the underlying between the formation of customer loyalty in the banking services industry.</pre><pre>This study is designed for internal and external customers banking is also seen as internal and external customer banking. Respondents of this research there are two types of internal respondents with a sample of 152 people and external respondents with a sample of 198 people, the number of total samples of 350 people in the banking industry in East Java. Data was collected through a questionnaire with statements that refer to Likert scale. Data analysis was performed using AMOS program.</pre>The results showed that the image of the organization significantly influence customer expectations and customer value, organizational image does not affect the customer's satisfaction. Internal service quality significantly influence employee satisfaction and employee satisfaction significantly influence the quality of external services. External service quality effect on customer value. Customer expectations significantly influence the external service quality and value for the customer but the customer expectations significant negative effect on customer satisfaction. Value customers significant effect on customer satisfaction and customer loyalty. Customer satisfaction significantly influence customer loyalty.

Pengaruh E-Service Quality terhadap Customer Satisfaction dan Loyalty pada Pengguna Gopay di Indonesia

2020 ◽  
Vol 4 (2) ◽  
pp. 11
Author(s):  
Miranda Berliana ◽  
Dinda Amanda Zulestiana
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model

Abstrak: Pada era modern saat ini kemajuan teknologi semakin berkembang pesat dan membawa kita kepada arah basis digital dan mobile. Fenomena tersebut dimanfaatkan oleh industri perbankan untuk berinovasi dalam hal pembayaran secara elektronik yang biasa kita sebut dengan e-money. Uang elektronik muncul dipicu dengan adanya tuntutan dari masyarakat saat ini. Sistem pembayaran yang ada saat ini dituntut untuk dapat melayani setiap kebutuhan masyarakat dalam pemindahan dana dengan efektif dan efisien. Salah satu inovasi yang diluncurkan saat ini adalah Gopay, metode pembayaran berbasis server yang dikeluarkan oleh Gojek Indonesia. Penelitian ini memiliki tujuan yaitu menentukan efek e-service quality pada customer satisfaction dan customer loyalty pelanggan Gopay di Indonesia. Kuesioner dikumpulkan secara online dengan menggunakan google form sebanyak 400 responden. Pengolahan data menggunakan Structural Equation Model (SEM) dengan menggunakan bantuan program AMOS 24. Berdasarkan hasil penelitian ditemukan bahwa e-service quality memiliki pengaruh positif terhadap customer satisfaction, yang dimana customer satisfaction sendiri memiliki pengaruh yang positif terhadap customer loyalty, namun ditemukannya ketidak pengaruhan yang positif bagi e-service quality terhadap customer loyalty.

A Study on Factors Affecting on Customer Intention to Use the Express Bus

2018 ◽  
Vol 34 (5E) ◽  
Author(s):  
Phuong Nguyen Van ◽  
Hieu Trung Nguyen ◽  
Toan Bao Le
Keyword(s):  
Local Government ◽  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Model ◽  
Corporate Image ◽  
Organizational Image ◽  
Factors Affecting ◽  
Managerial Implications

The improvement of transit service quality is an essential role in developing urban and interstate transportation. The local government, as well as bus service companies, should understand the behavioral intention of passengers to meet their expectation and requirements. This paper aims to highlight such behavioral decision and investigate dominant factors that influence the customers’ decision to use the express bus. The study explores the case of express bus companies in Tay Ninh province, Vietnam. By using the structural equation model approach to analyze the data collected from 295 passengers, who have experienced in using the express bus, the results reveal that service quality has a significantly positive relationship with both perceived value and corporate image. Specifically, customer satisfaction and organizational image also positively influence behavioral intention. Meanwhile, service quality indirectly affects on behavioral intention throughout perceived value and corporate image. Based on the findings, we provided some insightful managerial implications and recommendations to managers of bus carriers, and valuable practical suggestions to policymakers in the local government of Tay Ninh province to improve the service quality to encourage more citizens to use the express bus.

scholarly journals Can Corporate Fairness towards Public Authorities Enhance Customer Loyalty? A Multi-Sectorial Investigation in a Developing Country

2019 ◽  
Vol 12 (1) ◽  
pp. 187 ◽  
Author(s):  
Ovidiu I. Moisescu ◽  
Oana A. Gică ◽  
Victor O. Müller ◽  
Camelia Ancuța Müller
Keyword(s):  
Developing Country ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Positive Impact ◽  
Retail Banking ◽  
Equation Modeling ◽  
Public Authorities ◽  
Banking Services ◽  
Mediating Role ◽  
Company Identification

This paper investigates how customer loyalty can be enhanced by improving customers’ perceptions of corporate fairness towards public authorities, taking into account the mediating role of customer-company identification, in a multi-sectorial context, in a developing country in Central and Eastern Europe. The investigation is conducted comparatively within four main industries (telecom services, retail banking services, dairy products and personal care products) and depicts the particular impact these perceptions have on customer loyalty in each domain, with practical implications concerning corporate social responsibility (CSR) communications. A consumer survey was designed and implemented among a sample of 1464 customers from Romania. The collected data was analyzed by means of partial least squares structural equation modeling (PLS-SEM). We found that customers’ perception of corporate fairness towards public authorities has a significant and positive impact on customer loyalty in all investigated industries, both directly and indirectly via customer-company identification, with a higher impact for services, especially for retail banking services.

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