scholarly journals The Effects of Service Quality and Positive Recommendation on Trust Building in Mobile Banking Adoption Among the Customers of Private Banks in Myanmar

2021 ◽  
Vol 4 (2) ◽  
pp. 152-171
Author(s):  
Phyo Min Tun
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Banking Sector ◽  
Critical Role ◽  
Research Direction ◽  
Equation Modeling ◽  
Future Research ◽  
Mobile Banking ◽  
Private Banks ◽  
Positive Recommendation

This study attempts to follow the research direction and fill the research gaps of previous studies, most notably mobile financial service landscape, specifically mobile banking (MB) services of private banks in Myanmar. The proposed research model in this study emphasizes service quality, positive recommendation, and different perspectives of trust in namely: trust in bank and trust in MB, evaluated their extent of influence on customers of private banks to adopt MB. The data was collected from 310 customers of private banks in Myanmar. Structural equation modeling (SEM) and confirmatory factor analysis (CFA) were employed to analyze the data and investigate the hypotheses. The analysis results indicate that customer intention to adopt MB is significantly influenced by trust in MB however trust in the bank was found to be statistically insignificant. The positive recommendation plays a critical role in the improvements of trust in the bank and MB according to the research results. Although service quality is a key factor to obtaining positive recommendations and acquiring trust in the bank, it is an insignificant factor for building trust in MB. Further, trust in the bank has a significant effect on trust in MB. These findings are highly beneficial for future research studies in a similar context and bank managers to develop appropriate strategies regarding MB services in the private banking sector in Myanmar.

Service quality and satisfaction in the banking sector

2014 ◽  
Vol 31 (4) ◽  
pp. 367-379 ◽  
Author(s):  
Johra Kayeser Fatima ◽  
Mohammed Abdur Razzaque
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Banking Sector ◽  
Equation Modeling ◽  
Future Research ◽  
Mediation Effects ◽  
Banking Services ◽  
Content Type ◽  
Service Employees

Purpose – The aims of this paper are to examine the antecedent and mediation effects of core, relational and tangible service quality on rapport and customers' overall satisfaction. Design/methodology/approach – A survey has been conducted on 212 bank customers to validate the conceptual model. Structural equation modeling is used by AMOS for data analysis. Findings – Results show that relational service qualities have significant antecedent and mediation impact on the rapport-satisfaction relationship. Core quality has only antecedent influence on rapport, whereas none of the relationships is found significant in the case of tangible service quality. Research limitations/implications – The study has been conducted on one single country and focused on one type of services – banking services. Therefore, future research endeavors may consider different countries as well as a variety of services. Practical implications – Providing individual attention to each customer and understanding their specific need are the most important steps required from service employees for building successful rapport with customers. Keeping promises and offering flawless services are also more significant for customers than the tangible features of a bank. Management should consider these issues to develop effective rapport because it has a direct and strong effect on customers' overall satisfaction. Originality/value – The paper reveals the importance of relational service quality for developing customer rapport and satisfaction. It also identifies the antecedent role of core service quality for rapport.

scholarly journals An Empirical Analysis of Mobile Banking Adoption in Vietnam

2020 ◽  
Author(s):  
Bui Nhat Vuong
Keyword(s):  
Mobile Phone ◽  
Structural Equation ◽  
Banking Sector ◽  
Service Providers ◽  
The Body ◽  
Equation Modeling ◽  
Perceived Behavioral Control ◽  
Intention To Use ◽  
Mobile Banking ◽  
Banking Services

Mobile phones with banking technology are becoming more readily available in Vietnam. Similarly, many financial institutions and mobile phone service providers are teaming up to provide several banking services to customers via the mobile phone. However, the number of people who choose to adopt or use such technologies is still relatively low. Therefore, there is a need to assess the acceptance of such technologies to establish factors that hinder or promote customer’s intention to use mobile banking. Survey data collected from 452 consumers was analyzed to provide evidence. Results from the partial least squares structural equation modeling (PLS-SEM) using the SmartPLS 3.0 program indicated that perceived easy to use, perceived credibility, usefulness, attitude, perceived behavioral control and subjective norm are significant with respect to the customer’s intention to use mobile banking services. The results of the data analysis contribute to the body of knowledge by demonstrating that the above factors are critical in intention to use mobile banking in a developing country context. The finding of this study can also help marketers in the banking sector offer more suitable marketing strategies in their field in order to make higher attractiveness with mobile banking

scholarly journals Reconceptualizing the Hierarchical Service Quality Model: The Case of Agritourism Events

2020 ◽  
Vol 24 (2) ◽  
pp. 389-407
Author(s):  
Liang Rebecca Tang ◽  
Jessica Hurst ◽  
Linda Niehm ◽  
Ann Marie Fiore ◽  
Amy Dorie ◽  
...  
Keyword(s):  
Rural Communities ◽  
Service Quality ◽  
Structural Equation ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Future Research ◽  
Outcome Quality ◽  
Experience Economy ◽  
Quality Model ◽  
Revisit Intentions

To enhance the success of agritourism events and festivals, identified as important contributors to economic development in rural communities, this study investigated factors leading to revisit intentions toward these tourism activities. Taking an experience economy approach, the 4Es (educational, entertainment, escapist, and esthetic experiences) were used as alternative measures of outcome quality as part of a 4E-based reconceptualized hierarchical service quality model (HSQM). Data were collected from 529 respondents at three agritourism events in the state of Iowa. Structural equation modeling (SEM) revealed that overall service quality was comprised of all three dimensions of HSQM (interaction quality, physical environment quality, and outcome quality as indicated by the 4Es) and overall service quality was shown to be an antecedent of visitor satisfaction, which consequently led to revisit intention. Additionally, SEM results demonstrated the suitability of the hypothesized 4E-based HSQM model to explain the variance in overall service quality at agritourism events. Thus, this study provides an innovative theoretical foundation for future research investigating service quality, and suggests strategies that marketers can use to effectively enhance experiential offerings for visitors at agritourism events.

scholarly journals The Effect of Service Quality on Customer Loyalty of Generation Y – An Empirical Investigation on Superstores in Bangladesh

2020 ◽  
Author(s):  
Mirza Mohammad Didarul Alam
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Generation Y ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Physical Aspect ◽  
Gen Y ◽  
Retail Service ◽  
Retail Service Quality

Today, retailers have been struggling to retain their existing customers in the face of severe competition in their business operations. By expanding the service quality, retailers will be able to stand out among the other businesses and create the opportunity to strengthen customer loyalty, particularly within the younger generation. The aim of this study is to propose and empirically investigate the mechanism of increasing customer loyalty of Generation Y (Gen Y) toward superstores by means of enhancing service quality practices. Based on a structured questionnaire, data was collected from 252 Gen Y consumers who have visited four leading superstores in Bangladesh. The data was analyzed through SEMPLS3.0 to test the validity of the measures, and used to examine the hypothesized relationships by employing structural equation modeling. The findings show that the Retail Service Quality Scale (RSQS) is a reliable and valid instrument for assessing service quality in the retail sector of Bangladesh. The structural model indicates that the customer loyalty of Gen Y toward superstores is positively influenced by retail service quality dimensions such as policy, reliability, personal interaction, physical aspect, and problem solving, in the order of influencing strength. This paper provides the research implications and avenue for future research.    

Mobile-banking adoption: empirical evidence from the banking sector in Pakistan

2018 ◽  
Vol 36 (7) ◽  
pp. 1386-1413 ◽  
Author(s):  
Maya F. Farah ◽  
Muhammad Junaid Shahid Hasni ◽  
Abbas Khan Abbas
Keyword(s):  
Perceived Risk ◽  
Structural Equation ◽  
Banking Sector ◽  
Perceived Value ◽  
Equation Modeling ◽  
Mobile Banking ◽  
Content Type ◽  
Actual Use ◽  
Use Behavior ◽  
The Impact

Purpose The purpose of this paper is to study the important factors which help explain consumer intention and use behavior in mobile banking (m-banking) adoption. All constructs of the unified theory of acceptance and use of technology 2 are studied. Non-monetary value is studied through perceived value. Trust and perceived risk are also included to predict intention. Design/methodology/approach A questionnaire was utilized to evaluate customer responses on a five-point Likert scale. A convenience sampling technique was used to collect data from a sample of 490 respondents in Pakistan. The data were analyzed using AMOS and SPSS for Cronbach’s α, CR, CMV, AVE, Harmon’s single factor test, correlation and structural equation modeling. Findings The results of the study show that most of the predictors of intention, including perceived value, performance expectancy, habit, social influence, effort expectancy, hedonic motivation (except for facilitating condition), perceived risk and trust, are significant. All predictors of usage behavior are significant. Research limitations/implications A cross-sectional study was conducted due to time constraints. Practical implications Bank managers must focus on improving customers’ intentions to use m-banking as well as on providing facilitating conditions to increase its actual use. To boost mobile banking, banks’ management must consider the customers’ habits while designing their m-banking products. Originality/value The findings of this paper are not only interesting in terms of boosting m-banking diffusion rate, but also in terms of financial inclusion of the vast majority of mobile users. Further the impact of intention, facilitating condition and habit were checked on actual use behavior since people tend not always to act upon their intentions.

Comparing US and European perspectives on B2B repair service quality for mission‐critical equipment

2005 ◽  
Vol 22 (3) ◽  
pp. 353-368 ◽  
Author(s):  
Mark Peterson ◽  
Gary Gregory ◽  
James M. Munch
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Repair Service ◽  
Content Type ◽  
The Usa ◽  
Mission Critical ◽  
Model Equivalence ◽  
Practical Implications

PurposeTo evaluate the cross‐regional equivalence of repair service quality for mission‐critical equipment.Design/methodology/approachUsing the five dimensions of SERVPERF as a framework, clinical laboratory directors across Europe and the USA were surveyed about repair service for mission‐critical equipment. Assessment of construct equivalence across the two regions was then performed using item bias analysis. Following this, assessment of model equivalence across the two regions was conducted using both the Chow test of model equivalence and regression in structural equation modeling (SEM).FindingsResults suggest that service quality in this B2B domain is perceived to be remarkably the same in both the USA and Europe.Research limitations/implicationsFuture research could focus on repair services for other types of mission‐critical equipment, and another region of the world, such as Asia. Both of these steps would boost the generalizability of the study's findings.Practical implicationsThe practical implications of the study's results suggest not only the applicability of the SERVPERF framework across these two regions, but also standardization possibilities in repair service for mission‐critical equipment because of the homogeneity evident in these markets regarding service quality.Originality/valueThis study should be valuable reading for those interested in issues related to service quality, as well as international services. The paper provides new insight into the relative importance of service quality dimensions, as the “responsiveness” dimension was found to be more than twice as important as any other dimension – even the “reliability” dimension.

scholarly journals Authentic Leadership and Service Innovative Behavior: Mediating Role of Proactive Personality

SAGE Open ◽  
2021 ◽  
Vol 11 (1) ◽  
pp. 215824402198962
Author(s):  
Ozlem Uzunsaf Yamak ◽  
Serife Zihni Eyupoglu
Keyword(s):  
Structural Equation ◽  
Authentic Leadership ◽  
Banking Sector ◽  
Positive Impact ◽  
Critical Role ◽  
Proactive Personality ◽  
Equation Modeling ◽  
Innovative Behavior ◽  
Mediating Role ◽  
North Cyprus

The present study aims to examine the effect of authentic leadership (AL) on service innovative behavior (SIB) of employees as well as to identify whether proactive personality (PP) mediates this connection at an individual level. The quantitative cross-sectional study design was utilized to gather information from a study sample which consisted of 428 front-line employees (FLE) working at banks located in North Cyprus. Specifically, the study uses confirmatory factor analysis (CFA), correlation, structural equation modeling (SEM), and bootstrapping techniques to test the hypothesized relationships. The results reveal that both AL and PP have a significant positive effect on SIB; AL has a positive impact on PP of FLE, and PP plays a partial mediating role between AL and SIB of FLE. By relating the study findings, authenticity and proactivity in the banking sector in North Cyprus play a critical role in fostering the innovative behaviors of FLE. The study also discusses the practical and managerial implications, as well as the future scope.

scholarly journals ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN (Persepsi Konsumen Hotel Golden Tulip Tangerang)

2021 ◽  
Vol 10 (2) ◽  
pp. 159
Author(s):  
Pandji Pratopo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Providers ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Future Research ◽  
Analysis Tool ◽  
Consumer Expectations ◽  
Positive Effect

<p><em>Hotels are an element of the tourism industry and play a very important role in providing services to tourists. Each hotel tries to improve its facilities and service quality. If consumers enjoy services that are much lower than they expected, consumers will lose interest in these service providers, and the hotel will eventually lose customers. Conversely, if consumers enjoy services higher than their expectations, then consumers will feel satisfied. Based on the research background, the questions that arise in this study are which factors have the most influence on customer satisfaction on the service quality of the Golden Tulip Hotel Tangerang, and what factors have the greatest influence on customer service expectations of the Golden Tulip Hotel Tangerang. The research model developed in this study consists of four dimensions, namely service quality, consumer expectations, and customer satisfaction, with two hypotheses to be tested. The test was carried out using the Structural Equation Modeling (SEM) analysis tool in the LISREL program on 100 respondents who were consumers of the Golden Tulip Hotel Tangerang. The results of data analysis indicate that the two proposed hypotheses are acceptable, and it can be concluded that service quality has a positive effect on customer satisfaction, and consumer expectations have a positive effect on customer satisfaction. This study also links the research results with the theoretical implications and policies of the Golden Tulip Hotel Tangerang management, which are described in the conclusion section. Research limitations and future research agendas can be used as a reference for future researchers.</em></p><p><strong><em>Keywords</em></strong><em>: service quality, customer expectations, customer satisfaction</em></p>

scholarly journals Measuring website service quality for Malaysian companies

2009 ◽  
Vol 6 (2) ◽  
pp. 71
Author(s):  
Boo Ho Voon ◽  
Karen Meng Koon Kueh ◽  
Mohd Zawawi Mohd Zafian
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Future Research ◽  
Research Directions ◽  
Content Quality ◽  
Quality Perceptions ◽  
Survey Results ◽  
Future Research Directions

A customer-perceived quality service has been widely used towards enhancing the customers’ satisfaction and loyalty. The same situation is also applicable for the online services; in an increased use of websites as a channel for information presentation and provision of other services. Hence, the website service quality perceptions of users need to be understood so as to be managed more effectively. The key dimension of this study is to identify the website service quality through the qualitative and quantitative approaches. The website quality theories, focus groups and survey results generate numerous dimensions and items for the understanding and measuring the website service quality of various public-listed companies in Malaysia, particularly from the users’ viewpoint. The laboratory-based method obtains data from the external users’ websites whereas mail surveys aims to gather the views from the organizations’ website. These two approaches use to obtain the perceptual data for further quantitative analysis. Based on the Reliability and Factor Analysis as well as Structural Equation Modeling, there are six valid and reliable dimensions of website service quality identified, namely: Assurance, Tangibles, Content Quality, Technical Quality, Organisation Information, and Address. The implications and future research directions will be also discussed in the following sections of this study.

E-Government Acceptance and Trust

2021 ◽  
Vol 12 (2) ◽  
pp. 1-16
Author(s):  
Rania Fakhoury ◽  
Bilal Chebaro
Keyword(s):  
Structural Equation ◽  
Research Direction ◽  
Equation Modeling ◽  
Future Research ◽  
Performance Expectancy ◽  
Significant Relationships ◽  
Effort Expectancy ◽  
Facilitating Conditions ◽  
Shed Light

Lebanon is a small developing market that is making significant investments in e-government technology. The expectation is that it will improve the quality of life and decrease corruption. The current research is survey-based using a structural equation modeling technique that investigates citizens' behavioral intentions towards using e-services and cross-validates a previous study with a new matching data sample. One hundred six questionnaires were analyzed, and findings showed significant relationships between UTAUT2 constructs (performance expectancy, habit, social influence, price value, and trust in the internet) and intention to use e-government services in Lebanon. The results also shed light on e-government adoption inhibitors (effort expectancy, facilitating conditions, hedonic motivation, and trust in government). Therefore, the findings will be beneficial to the Lebanese government to develop and improve the e-services. Despite achieving its aim, this study has its limitations, which constitute the future research direction.

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