scholarly journals UNDERSTANDING USERS’ SWITCHING INTENTION ON MOBILE WALLET

2020 ◽  
Vol 5 (19) ◽  
pp. 14-24
Author(s):  
Kah Boon Lim ◽  
Sook Fern Yeo ◽  
Choon Ching Tan
Keyword(s):  
Mobile Devices ◽  
Mobile Device ◽  
Service Provider ◽  
Structural Equation ◽  
Service Providers ◽  
Measurement Model ◽  
Equation Model ◽  
Digital Format ◽  
Technology Users ◽  
Alternative Attractiveness

In the current era, mobile devices playing an important role in our part of daily life. With today's technology, users of mobile devices can now use their mobile device to make a payment or transaction instead of using a physical card. A mobile wallet is a way to display your card information in a digital format on your mobile device. As a result, mobile wallets are now growing rapidly in Malaysia and many mobile wallet service providers are available on the current market. For this reason, several issues have been raised in this research in order to study the factors that affect users ' intention to switch to mobile wallets. The main objective of this research is to examine the factors which affect users’ switching intention on the mobile wallet. A set of self-administered questionnaires has been randomly distributed to 220 respondents for the purpose of data collection. After we had collected all the data from the respondents, data were keyed into Statistical Package for the Social Sciences (SPSS) Version 26 and Smart PLS is used to assess the measurement model and the structural equation model. The data analysis result showed that dissatisfaction, alternative attractiveness, and the subjective norm has a significant relationship towards users’ switching intention on the mobile wallet. Moreover, the service provider should keep improving their service quality to avoid users switching to another one. Lastly, the service provider must keep updating their features or attractiveness, so the users won’t be so easy to switch to another one and influence by other people.

Guest–Server Exchange Model and Performance: The Connection Between Service Climate and Unit-Level Sales in Multiunit Restaurants

2016 ◽  
Vol 42 (1) ◽  
pp. 122-141 ◽  
Author(s):  
Alex M. Susskind ◽  
K. Michele Kacmar ◽  
Carl P. Borchgrevink
Keyword(s):  
Firm Performance ◽  
Structural Equation ◽  
Process Management ◽  
Service Providers ◽  
Equation Model ◽  
Exchange Model ◽  
Service Climate ◽  
Firm Level ◽  
Organizational Policies ◽  
Guest Satisfaction

Using a sample of 51 full-service restaurants from three competing full-service restaurant companies, we extended the research on service process management by connecting the reactions of service-based employees to guests’ satisfaction with their service experience and firm-level performance. We replicated and confirmed previous tests of the existing guest–server exchange model connecting frontline-level employees’ attitudes toward their work as service providers to guests’ satisfaction in the restaurants. Most notably, we extended the guest–server exchange model by including the relationship between guests’ reports of satisfaction with service and firm performance, bringing together three unique sources of data. The findings from the test of our structural equation model revealed that 26% of the variance in firm performance was accounted for by guest satisfaction, showing that organizational policies and support for employees, are connected to a positive service climate, guest satisfaction, and firm performance, measured as sales per available seat in each restaurant.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

Loyalty Programme and Meta-Services

2017 ◽  
Vol 9 (1) ◽  
pp. 35-56 ◽  
Author(s):  
Pierre-Yves Léo ◽  
Vikrant Janawade ◽  
Jean Philippe
Keyword(s):  
Structural Equation ◽  
Service Providers ◽  
Equation Model ◽  
Point Of View ◽  
Global Evaluation ◽  
Main Hypothesis ◽  
Airline Alliances ◽  
Airline Alliance ◽  
Loyalty Programme

This research focuses on the customers' perception of loyalty programme offered by networked service providers such as airline alliances. The authors call such services meta-services. Their main hypothesis is that after experiencing meta-services delivered by meta-service providers, consumers synthesise a part of their perceptions in terms of the perceived benefits of the loyalty programme. This assessment will influence the perceived value, satisfaction, and at last behavioural intentions. The authors' point of view is to highlight the determinants of this assessment, including the quality of the proposed services and rewards. A quantitative survey was conducted in an airline alliance context. A structural equation model is tested in order to verify if the hypotheses are acceptable. It also shows how passengers build their global evaluation of a frequent flyer program and how far it influences their future behaviour towards the alliance members.

Generation Y consumer online repurchase intention in Bangkok

2019 ◽  
Vol 48 (1) ◽  
pp. 53-69 ◽  
Author(s):  
Bing Zhu ◽  
Suwanna Kowatthanakul ◽  
Punnaluck Satanasavapak
Keyword(s):  
Generation Y ◽  
Structural Equation ◽  
Measurement Model ◽  
Equation Model ◽  
Marketing Strategies ◽  
Repurchase Intention ◽  
Content Type ◽  
Online Retailers ◽  
Promotional Campaign ◽  
Practical Implications

Purpose The rapid growth of e-commerce has encouraged online retailers to adapt to the purchase behaviour of Generation Y consumers. For this purchase, the purpose of this paper is to investigate Generation Y online consumer repurchase intention in Thai context based on Stimuli-Organism-Response (SOR) model. Design/methodology/approach Data were used to test the hypotheses that Generation Y consumer online response is influenced by online environment cues and organism. In total, 401 questionnaires were collected in Bangkok through judgemental sampling and convenient sampling. SPSS 24 was used to analyse Generation Y consumers’ demographic information and reliability test. Amos 24 was utilized to examine measurement model and structural equation model. Findings The findings finally revealed that website security presents the strongest influence on Generation Y consumers trust. Also, online promotion possesses the weakest association with Generation Y consumers trust. More importantly, Generation Y consumer online repurchase intention is positively influenced by the degree of trust they have towards websites. The implications of the findings for marketers are discussed. Research limitations/implications The empirical data are limited to generate findings from a limited number of Generation Y consumers in Bangkok only. Also, the study limits itself to explore only inter-relationship in the scope of SOR. Practical implications It is suggested that in order to draw attention from and retain Generation Y consumers, online retailers should aim at strengthening trust-building in the online buyer–seller context as well as a dynamic promotional campaign. Moreover, a constellation of relevant marketing strategies is recommended. Originality/value Since there is a lack of implementation of SOR model based on the Thai context, this paper fills the gap by illustrating how SOR works in Thailand with updating findings.

The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of Structural Equation Model(SEM)

2017 ◽  
Vol 21 (1) ◽  
pp. 76-85 ◽  
Author(s):  
Rishi Kant ◽  
Deepak Jaiswal ◽  
Suyash Mishra
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Banking Sector ◽  
Measurement Model ◽  
Equation Model ◽  
Corporate Image ◽  
National Capital Region ◽  
Public Sector Banks

The purpose of this article is to identify the dimensions of service quality (SQ) in the banking sector and examine the effect of SQ dimensions on customer satisfaction (CS), and therefore the effect of CS on corporate image (CI) in the selected public sector banks (PSBs) in India. The sample of the study consists of 640 retail customers of PSBs in the National Capital Region (NCR) of India and the data were collected through a structured questionnaire using a 7-point Likert scale based on purposive sampling. Therefore, the authors empirically validate a measurement model using structural equation modelling (SEM) through path analysis. The findings revealed that ‘tangibility’ and ‘assurance’ dimensions were most important predictors of CS among all five dimensions of SQ. In addition, the results also validate that CS is an important antecedent for influencing CI, and therefore CS acts as a linkage between SQ dimensions and CI in the Indian context. Finally, the research article presents the conclusion, implications and limitations and the possible directions for further research.

scholarly journals Intention to Use Sustainable Green Logistics Platforms

2020 ◽  
Vol 12 (8) ◽  
pp. 3502 ◽  
Author(s):  
Su-Young Kwak ◽  
Woo-Sung Cho ◽  
Gil-Am Seok ◽  
Seung-Gyun Yoo
Keyword(s):  
Structural Equation ◽  
Service Providers ◽  
Statistical Processing ◽  
Equation Model ◽  
Perceived Usefulness ◽  
Network Effect ◽  
Intention To Use ◽  
Green Logistics ◽  
Checks And Balances ◽  
Factors Affecting

Recently, logistics platforms that facilitate interaction and the exchange and transaction of information have quickly emerged in the Korean domestic market. In order to further advance the development of logistics platforms into green logistics platforms in which participation in the early stages is not active, appropriate checks and balances are needed so that service providers, users, and platform operators can grow together in green logistics platforms. The purpose of this study is to empirically verify the factors affecting participants’ intentions to use green logistics platforms. Out of the 230 questionnaires distributed from 25 June to 11 July 2019, 14 were excluded from analyses due to unsatisfactory responses, while 216 responses were used for statistical processing. The structural equation model (SEM) was used to test hypotheses in this research. The results showed that the network effect and security factors influenced perceived usefulness, and trust did not affect perceived usefulness. Perceived usefulness also significantly influenced the intention to use green logistics platforms. The results of this study present strategies and directions for the future development of green logistics platforms.

Evaluating the impact of hedonism on investment choices in India

2019 ◽  
Vol 45 (12) ◽  
pp. 1526-1541 ◽  
Author(s):  
Harish Kumar Singla ◽  
Amit Hiray
Keyword(s):  
Stock Market ◽  
Financial Literacy ◽  
Structural Equation ◽  
Measurement Model ◽  
Equation Model ◽  
Social Recognition ◽  
Fixed Income ◽  
Content Type ◽  
The Impact ◽  
Investment Choices

Purpose The purpose of this paper is to find the effect of the hedonism value on the investment preference in India. Design/methodology/approach Based on the literature review, a measurement model is developed to measure hedonism. Further, the effect of hedonism on investment choices of an individual and the impact of age, gender and income level on investment choices and on hedonism are also measured through a structural equation model (SEM). Findings The study finds that the measurement model is reliable, and all five items, that is an exciting life, happiness, pleasure, social recognition and a comfortable life, are an appropriate measure of hedonism. The study finds that hedonists prefer to invest in stock market-related instruments and real estate. The study also ascertains that age and income affect the hedonism value negatively. The findings also indicate that women prefer to invest in fixed income instruments and men prefer to invest in stock market-related instruments. As people grow in age, they prefer to invest in fixed-income instruments and gold as a hedge, thus avoiding risky investments. Research limitations/implications The study does not include education and financial literacy of individuals in the model, rather controls these factors by selecting a sample where the minimum educational qualification of the respondent is graduation. Practical implications It is assumed that the values that drive an individual have the potential to influence his/her investment choices. Therefore, the study advises the firms offering investment services to their clients to ensure that apart from studying the demographic and risk profile of individuals, they also assess their value system. This can help them target their customers more precisely and serve them better. Originality/value The study is perhaps the first attempt to find the effect of personal values (specifically hedonism) on investment choices made by individuals, through the development of an SEM.

Use of Mobile Telephones among Small-Scale Goods and Service Providers in Shillong, India

2015 ◽  
Vol 14 (6) ◽  
pp. 619-645
Author(s):  
Devomitra Choudhury
Keyword(s):  
Communication Technology ◽  
Mobile Device ◽  
Service Provider ◽  
Service Providers ◽  
Small Scale ◽  
Urban Place ◽  
Perishable Items ◽  
Mobile Telephones ◽  
Business Opportunities

The study, carried out in Shillong, the capital of Meghalaya, was selected as a case study of the use of mobile telephones among small-scale goods and service providers in a relatively slowly moving urban place like Shillong. The study attempts to observe different sectors of traders and goods and service providers of perishable and non-perishable items using mobile telephones. The attempt is to see if the mobile device has evolved as a grand tool to overcome various obstacles in the expansion and extension of livelihood and business opportunities, and understand the how changes in communication technology have an enabling influence in people’s business lives—as a resource for increasing clientele, improving sales, and connecting to new markets, buyers and vendors. Differences are greatly found to lie in the type of goods and service provider, types of clientele being targeted (local versus international) and scale of operations.

scholarly journals A Karaoke System with Real-Time Media Merging and Sharing Functions for a Cloud-Computing-Integrated Mobile Device

2013 ◽  
Vol 2013 ◽  
pp. 1-8
Author(s):  
Her-Tyan Yeh ◽  
Juing-Shian Chiou ◽  
Ting-Jun Zhou
Keyword(s):  
Cloud Computing ◽  
Real Time ◽  
Mobile Devices ◽  
Mobile Device ◽  
Personal Digital Assistants ◽  
Popular Entertainment ◽  
Work Related ◽  
Cloud Server ◽  
Streaming Technology ◽  
Technology Users

Mobile devices such as personal digital assistants (PDAs), smartphones, and tablets have increased in popularity and are extremely efficient for work-related, social, and entertainment uses. Popular entertainment services have also attracted substantial attention. Thus, relevant industries have exerted considerable efforts in establishing a method by which mobile devices can be used to develop excellent and convenient entertainment services. Because cloud-computing technology is mature and possesses a strong computing processing capacity, integrating this technology into the entertainment service function in mobile devices can reduce the data load on a system and maintain mobile device performances. This study combines cloud computing with a mobile device to design a karaoke system that contains real-time media merging and sharing functions. This system enables users to download music videos (MVs) from their mobile device and sing and record their singing by using the device. They can upload the recorded song to the cloud server where it is merged with real-time media. Subsequently, by employing a media streaming technology, users can store their personal MVs in their mobile device or computer and instantaneously share these videos with others on the Internet. Through this process, people can instantly watch shared videos, enjoy the leisure and entertainment effects of mobile devices, and satisfy their desire for singing.

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