The Effect of e-Finance Service Quality on Bank Customers' Fintech e-Loyalty

2020 ◽  
Vol 16 (2) ◽  
pp. 69-83
Author(s):  
Wondwossen Jerene ◽  
Dhiraj Sharma
Keyword(s):  
Service Quality ◽  
Communication Technology ◽  
Financial Services ◽  
Structural Equation ◽  
New Technologies ◽  
Banking Industry ◽  
Equation Model ◽  
Primary Data ◽  
Information Communication

The expansion of information communication technology (ICT) significantly influences organizations service delivering culture. The financial institutions, particularly the banking industry are one of the major sectors that invests large amount of capital for introducing new technologies. E-finance is one of the technology channels that bankers introduced to their customers to access financial services. Therefore, this study was aimed to study the effect of e-finance service quality on bank customers' fintech loyalty of using the e-finance services in future. Primary data was collected from 412 bank customers and it was analyzed using the structural equation model (SEM) through AMOS. The result revealed that both in normal operations of e-finance service and recovery services, the quality of service positively influences bank customers' satisfaction and their e-loyalty.

The Effect of e-Finance Service Quality on Bank Customers' Fintech e-Loyalty

2021 ◽  
pp. 231-248
Author(s):  
Wondwossen Jerene ◽  
Dhiraj Sharma
Keyword(s):  
Service Quality ◽  
Financial Institutions ◽  
Financial Services ◽  
Structural Equation ◽  
New Technologies ◽  
Banking Industry ◽  
Equation Model ◽  
Primary Data ◽  
Information Communication

The expansion of information communication technology (ICT) significantly influences organizations service delivering culture. The financial institutions, particularly the banking industry are one of the major sectors that invests large amount of capital for introducing new technologies. E-finance is one of the technology channels that bankers introduced to their customers to access financial services. Therefore, this study was aimed to study the effect of e-finance service quality on bank customers' fintech loyalty of using the e-finance services in future. Primary data was collected from 412 bank customers and it was analyzed using the structural equation model (SEM) through AMOS. The result revealed that both in normal operations of e-finance service and recovery services, the quality of service positively influences bank customers' satisfaction and their e-loyalty.

scholarly journals “A STUDY ON AN IMPACT OF ICT (INFORMATION COMMUNICATION TECHNOLOGY) ON SERVICE QUALITY OF LIBRARY MANAGEMENT: A QUALITATIVE APPROACH”.

2020 ◽  
pp. 1-2
Author(s):  
Kajal Hasmukhbhai Patel
Keyword(s):  
Service Quality ◽  
Communication Technology ◽  
New Technologies ◽  
Information Communication Technology ◽  
Library Science ◽  
Information Communication ◽  
Managerial Implication ◽  
Record Keeping ◽  
Library Management

Today’s world is the era of information overloads. In Colleges and schools, libraries are mesh-up with databases. To maintain databases emerged as a big concern for Librarian. In library science, where now online journals, research papers and articles playing a major role in comparison to offline hardbound book, journals etc., It’s a challenge to Librarian to deal with and to maintain a smooth handling of online database, its record keeping, Account maintenance, etc. Emergence of ICT (Information Communication Technology) in library science is working like a game changer in first look. But, through this research, an in-depth study was carried out to study an impact of ICT on various service quality dimensions of library science. Objective: To study an impact of ICT implementation on service quality of the Library management. Research methodology: Qualitative study. Data collection method: In-depth Interview. Sample unit: Librarian of Arts and Commerce College affiliated with Hemchandracharya North-Gujarat University. Sample Size: 5 Librarians. Conclusion: ICT has significant impact over all five dimensions of service quality. Due to implementation of ICT, task handlings and work efficiencies of Librarians has significantly improved. Librarians were highly satisfied with the usage of ICT software’s. Managerial implication: Findings of this research paper may enlighten the usage of new technologies in the field of Library science. Further scope: The findings of this research can be useful to improve service quality of Library Science Management.

Baitul Maal wat-Tamwil Services for SMEs

2020 ◽  
pp. 259-276
Author(s):  
Muhamad Abduh ◽  
Nur Jamaludin
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Model ◽  
Primary Data ◽  
Perceived Benefits ◽  
Microfinance Institutions ◽  
The Relationship ◽  
Carter Model ◽  
Micro Enterprises

This chapter investigates the relationship between service quality of Baitul Maal wat-Tamwil (BMT) and the satisfaction of small and micro-enterprises in Indonesia with perceived benefits as the mediating variable. Primary data is collected from 454 small and micro-enterprises located in the western part of Jawa Island of Indonesia and the CARTER model is adopted to test the satisfaction of small and micro-enterprises upon the services provided by their patronized BMT as Islamic microfinance institutions. By using the structural equation model, the finding confirms that perceived benefits fully mediate the relationship between service quality of BMT and small and micro-enterprises' satisfaction.

scholarly journals Effectiveness of e-Servqual in e-Tailing - Shoppers Expectations

2020 ◽  
Vol 8 (5) ◽  
pp. 5216-5221
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Model ◽  
Primary Data ◽  
Online Retail ◽  
Online Mode ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Services

In the recent days, Omni channel retailing is quite famous and gain importance among the customers. The retailers are also expecting some additional source of sales revenue to meet out the hectic competition around globe. This study is made with the intention to evaluate the service quality of online retail services with the sixteen service quality dimensions. The study is describing the intention of the shoppers pertaining to the service quality offered by the retailers in online mode. The primary data was collected from 310 respondents through circulating the structured questionnaire consists of various statements explaining all these sixteen e- service quality dimensions. Appropriate statistical tools have employed to assess the relationship among these variables and its impact on the achievements of the customer’s expectations at the end. It was completely depicted through the structural equation model constructed with the help of AMOS v.20.

scholarly journals Customers’ Evaluation of Service Quality in the Ghanian Banking Industry: A Case Study of Cal Bank Limited

2019 ◽  
Vol 6 (1) ◽  
pp. 9
Author(s):  
Bismark Addai ◽  
Annette Serwaa Agyeman ◽  
Adjei Gyamfi Gyimah
Keyword(s):  
Service Quality ◽  
Financial Services ◽  
Banking Industry ◽  
Sampling Technique ◽  
Primary Data ◽  
Statistical Tool ◽  
Five Dimensions ◽  
Structured Questionnaire

Financial services are intangible and the only way to attract and retain customers is to seek out what they expect and design services to meet these expectations. This study was conducted to investigate customers’ evaluation of service quality in the Ghanaian banking industry using Cal Bank Limited as a case study institution and to recommend effective ways to improve the quality of service delivery. A convenience sampling technique was utilized in a 200 sample-size selection from Cal Bank customers in the Kumasi Metropolis, Ghana. Structured questionnaire adopted from the SERVQUAL instrument was used to gather primary data from customers and SPSS Statistics version 21 was employed as the main statistical tool. It is evident in this study that customers are dissatisfied with the overall level of service quality provided by the bank. However, customers are satisfied with empathy and assurance dimensions. The study further revealed that all the five dimensions of service quality significantly influence the service quality of the bank and the dimension with greatest impact is reliability, which has the highest coefficient. This means that the bank needs to pay much attention to reliability as a service quality component and improve upon the reliable services provided to customers whilst maintaining or improving the other dimensions.

scholarly journals COULD SATISFACTION ON THE AIRLINE’S SERVICE QUALITY (AIRQUAL) MAKE LION AIR’S CUSTOMERS TRUST AND BECOME LOYAL TO THE AIRLINE COMPANY?

2019 ◽  
Vol 15 (2) ◽  
pp. 101-122
Author(s):  
Devi Angrahini Anni Lembana ◽  
Reina Valucy
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Low Cost ◽  
Equation Model ◽  
Primary Data ◽  
Low Cost Carrier ◽  
Customer Trust ◽  
Airline Tickets ◽  
Airline Company

The Indonesian public interest in using the service flights as their means of transportation is remarkably growing according to Indonesia Investment data in 2017. People tend to use service flights because of Indonesia’s unique geographical nature and airline tickets becomes increasingly affordable as the growth low-cost carrier. The purpose of this research is to investigate the role of customer satisfaction toward the airline’s service quality (AIRQUAL) in effecting trust and loyalty. The study was directly conducted by collecting primary data by randomly distribute 252 questioners to respondents that were boarding gate terminal 1A and 1B at the Soekarno Hatta International Airport. Hypotheses were then statistically tested using structural equation model. The results of this research show that satisfaction can make customer whose satisfied with the quality of the airline service become loyal to Lion Air. On the contrary, satisfaction cannot make the customer trust Lion Air as an airline company, even though they already satisfied with the quality of airline service.

Relationships among employee acting, customer-perceived service quality, emotional well-being and value co-creation

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chih-Hsuan Huang ◽  
Yuan-Chen Lin
Keyword(s):  
Service Quality ◽  
Financial Services ◽  
Structural Equation ◽  
Well Being ◽  
Equation Model ◽  
Financial Service ◽  
Content Type ◽  
Perceived Service Quality ◽  
Negative Affects ◽  
Service Paradigm

PurposeHinged on the transformative service paradigm, this study investigates the relationships among employee acting, customer-perceived service quality, customer emotional well-being, and their value co-creation. Feelings of gratitude among customers may moderate the effect of perceived service quality on their emotional well-being (i.e., positive and negative affects).Design/methodology/approachA pair study using a structural equation model was conducted to gather data from a financial service organization in a rural area.FindingsThe results show how customers perceive service quality positively impacts their emotional well-being immediately after receiving a financial service, which in turn affects their value co-creation. Hence, feelings of gratitude moderate the effect of perceived service quality on customer positive affect.Originality/valueThis study responds to calls for more studies on how service interactions influence customer well-being in the financial services context. This study is among the few that examine moderation effects of customer feelings of gratitude on their emotional well-being to explain why a positive emotion might sway their short-term well-being.

scholarly journals KUALITAS LAYANAN WISATA MEDIS YANG MEMPENGARUHI KEPUASAN DAN LOYALITAS WISATAWAN MANCANEGARA DI BALI

2019 ◽  
pp. 348
Author(s):  
Yudha Eka Nugraha ◽  
Syamsul Alam Paturusi ◽  
Ni Made Sofia Wijaya
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Medical Tourism ◽  
Sampling Technique ◽  
Equation Model ◽  
Medical Services ◽  
Tourist Satisfaction ◽  
Medical Clinics ◽  
Main Variable

Medical Tourism is a potential sector to develop in Bali. Medical clinics offer various medical services treatment to attract tourists. The clinics must have an excellent quality of standard services to get customers satisfaction. The aim of this study is to analyze the influence of the medical services quality on tourist satisfaction and tourist loyalty in Radiance Clinic Bali. They were about 200 respondents and selected using accidental sampling technique. The analysis uses Structural Equation Model (SEM), calculated with AMOS program. The result of research examines that service quality is a main variable with significance effects on the satisfaction and loyalty of tourists’ customers in Bali. Results of the research indicated that there is direct effect between service quality to satisfaction and satisfaction to loyalty. On the other hand, indirect effect happens between service quality to loyalty. Keywords: Service Quality, Tourist Satisfaction, Tourist Loyalty

scholarly journals A Structural Equation Model for Analysis of Factors Associated with the Choice of Engineering Degrees in a Technical University

2013 ◽  
Vol 2013 ◽  
pp. 1-7 ◽  
Author(s):  
Antonio Hervás ◽  
Joan Guàrdia Olmos ◽  
Maribel Peró Cebollero ◽  
Roberto Capilla Lladró ◽  
Pedro Pablo Soriano Jiménez
Keyword(s):  
Structural Equation ◽  
Structural Model ◽  
New Technologies ◽  
Equation Model ◽  
First Year ◽  
First Year Students ◽  
Engineering Degree ◽  
First Choice ◽  
The Individual

Many different factors are taken into account by students when choosing a degree and university. Some of these are general considerations, such as the quality of the degree course (ratio of available places/places in first choice, cut-off mark, etc.), while others are subjective factors (e.g., friends doing the same course). This paper presents a partial multivariate model that considers the weight of the different variables linked to this decision, as identified in the bibliography. We analyzed four samples of first-year students (totaln=1790) from different engineering degree courses at the Universitat Politècnica de València (UPV) in the 2010-2011 and 2011-2012 academic years. All the students involved in the study had chosen this university and their courses as their first option. The overall effect shows that the structural model adjusts reasonably well to the different engineering courses analyzed. Similarly, the individual models for each engineering degree manage to identify the different effects involved. In the case of the engineering degree based on new technologies (ICT), the statistical effects are much greater and more statistically significant than in the other three branches of engineering considered. Social and individual factors were seen to have more impact on the choice of ICT degrees at the UPV.

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