scholarly journals Understanding the Continuance of Mobile Financial Services in Kenya

2020 ◽  
Vol 28 (3) ◽  
pp. 36-57
Author(s):  
Newman O. Omigie ◽  
Hangjung Zo ◽  
Andrew P. Ciganek ◽  
Suprasith Jarupathirun
Keyword(s):  
Customer Satisfaction ◽  
Financial Services ◽  
Customer Value ◽  
Large Scale ◽  
Personal Values ◽  
Continuance Intention ◽  
Online Questionnaire ◽  
A Value ◽  
Mobile Financial Services ◽  
Outcome Behaviors

This study develops an integrated model that extends the means-end theory with customer value research and examines continuance intention towards using mobile financial services. A large-scale online questionnaire targeting M-PESA customers in Kenya was employed to analyze the research model. The results indicate that utilitarian and hedonic values affect continuance intention. Hedonic and personal values impact customer satisfaction, while customer satisfaction influences continuance intention. Customer satisfaction mediates the indirect effects of hedonic and personal values on continuance intention. This study presents a value-based framework to examine the hierarchical influences of customer value on attitudes and outcome behaviors. This study offers several research contributions as well as insights for practitioners to enhance mobile financial services for sustained adoption, use, economic and developmental success.

scholarly journals THE EFFECT OF CUSTOMER VALUE DIMENSIONS TO DESCRIBE CUSTOMER SATISFACTION AND BEHAVIORAL INTENTION OF SHARIA BANKS IN INDONESIA

2018 ◽  
Vol 2 (1) ◽  
pp. 47
Author(s):  
Iwan Budiyono ◽  
Eka Murtiasri
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Behavioral Intention ◽  
Customer Value ◽  
Positive Influence ◽  
Social Emotional ◽  
Online Questionnaire ◽  
Behavior Intention ◽  
Relationship Of ◽  
The Relationship

This study examines the relationship of customer value (CV) dimension added with the spirituality dimension to the satisfaction (KPN) and its impact on the Behavior Intention (BI) of the customers in Sharia Bank savings in Indonesia. Using a customer value approach that consists of: functional, social, emotional and spiritual. The sample consists of 41 people from the Sharia Bank savings of sharia bank population in Indonesia. Samples were collected through the spread of an online questionnaire. The method used is Multiple Linear Regression using SPSS 23 program. The result shows that there is positive influence of customer dimension to customer satisfaction, positive influence of customer value dimension toward behavioral intention and positive influence between customer satisfaction toward behavioral intention.

How gamified branded applications drive marketing effectiveness?

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Timmy H. Tseng ◽  
Sara H. Hsieh ◽  
Crystal T. Lee
Keyword(s):  
Financial Services ◽  
Purchase Intention ◽  
Continuance Intention ◽  
Online Questionnaire ◽  
Content Type ◽  
Brand Engagement ◽  
Marketing Effectiveness ◽  
Goal Clarity ◽  
Design Factors ◽  
Relevant Factors

PurposeCompanies understand the potential to use gamification marketing to facilitate a better connection. However, most endeavours in gamification fail. This study aims to identify the design factors that drive the marketing effectiveness of branded applications (apps) with gamification features.Design/methodology/approachThis study investigates branded apps covering various industries such as hospitality, retail and financial services. A total of 296 respondents were recruited from an online questionnaire platform.FindingsThe results show that playability, design aesthetics, goal clarity, incentive provision and symbolic benefits were drivers of consumer–brand engagement, which in turn generated purchase intention, app continuance intention and brand loyalty.Originality/valueBased on the elemental tetrad model, this study specified relevant factors identified in the literature to represent the technology, aesthetic, mechanical and story elements. The authors contribute to the literature by identifying design factors as drivers of consumer–brand engagement in the branded app context.

scholarly journals A Model and Empirical Study on the User’s Continuance Intention in Online China Brand Communities Based on Customer-Perceived Benefits

2018 ◽  
Vol 4 (4) ◽  
pp. 46 ◽  
Author(s):  
Min Han ◽  
Jiacong Wu ◽  
Yu Wang ◽  
Mingying Hong
Keyword(s):  
Customer Satisfaction ◽  
Corporate Strategy ◽  
Positive Impact ◽  
Perceived Benefits ◽  
Brand Community ◽  
Continuance Intention ◽  
Online Questionnaire ◽  
Brand Communities ◽  
Online Brand Communities ◽  
Online Brand Community

Many Chinese companies have recently joined a trend to build their own online brand community, which is good for their corporate strategy and even for innovation, but with a high failure rate due to the low continuance intentions of users. In addition, related research is rare, especially for studies on the relationships between customer-perceived benefits, satisfaction, and the continuance intention of users. The objective of this study was to examine the existing relationships between three constructs: customer-perceived benefits, satisfaction, and user’s continuance intention, in the context of Chinese online brand communities from the perspective of the process. An online questionnaire surveyed 153 online brand community users to understand the relationship between customer-perceived benefits, customer satisfaction, and user’s continuance intention. The data analysis shows that customer-perceived benefits as an antecedent variable have an important influence on the satisfaction and continuance intention of users. Customer satisfaction as a mediator variable also makes a significant positive impact on the user’s continuance intention. At a practical level, the result provides further insight into online brand community operation strategies, and provides managers with new ideas and suggestions for business innovation models.

scholarly journals Effect of Customer Value and Satisfaction on Customer Loyalty: Evidence on Indonesian Islamic Bank

2020 ◽  
Vol 4 (1) ◽  
pp. 413
Author(s):  
Rifaatul Indana
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Value ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modeling ◽  
Online Questionnaire ◽  
Central Java ◽  
The Right ◽  
Positive Effect

Given the importance of perceived value and high satisfaction for companies in creating loyalty to achieve their goals and to empirically prove testing, the researchers formulated the problem in research specifically: (1) Does perceived value have an influence on customer loyalty, (2) Does satisfaction affect customer loyalty?. This study uses a Structural Equation Modeling (SEM) approach which is carried out through AMOS software. This research was conducted by utilizing community surveys with online questionnaire. The Sample of this research is 150 respondents, majority of respondents came from the provinces of Central Java and the Special Region of Yogyakarta. Based on the results of the analysis show: customer value has a positive effect on customer satisfaction (CR = 2.492, P = 0.019, H1 supported), customer value has a positive effect on customer loyalty (CR = 2.53, P = 0.026, H2 supported), customer satisfaction has a positive effect on customer loyalty (C.R. = 3.521, P = 0.000, H3 supported). Satisfaction are in a position to create a positive response to the creation of services for consumers, furthermore perceived value plays an important role in representing various client needs and company satisfaction, in the right preferences.

scholarly journals E-Banking as a Tool for Competition Advantage in Albania

2015 ◽  
Vol 3 (1) ◽  
pp. 214
Author(s):  
Evelina Bazini
Keyword(s):  
Customer Satisfaction ◽  
Financial Services ◽  
Banking Sector ◽  
Value Added ◽  
Internet Banking ◽  
Time Data ◽  
Banking Services ◽  
Competition Advantage ◽  
A Value

The adoption of e-banking is occurring quite extensively as a channel of distribution for financial services due to rapid advances in ICT and intensive competitive banking markets. E-banking offers o lot of benefits which add value to customers’ satisfaction in terms of better quality of service offerings and at the same time enable the banks gain more competitive advantage over other competitors. Internet banking is either offered as a value added service of physical bank branches or a virtual bank where customers can only perform banking transactions through the Internet and it is important to mention that operating costs of a virtual bank are much lower compared to traditional banks. This study is designed to evaluate e-banking as a strategy and related methods adopted in banking sector in Albania to improve the customer satisfaction. The aim was to analyze customers’ perception towards e-banking services, the quality of e-banking services provided by the banks and the constraints in achieving customer satisfaction. The study also recommends the possible and practical additional measures the banks should take in order to achieve maximum customer satisfaction. Data were collected from the bank customers through self designed structured questionnaires. Out of 100 questionnaires distributed, only 62% were returned/ responded back. Non-probability sampling was used due to the limitation of resources and time. Data management and analyses were done using SPSS program and Microsoft excel.

A Consuequence of Statisfaction and Loyalty: How Brand nd Purchase Intention Affect Its (An empirical study of Bengkulu)

2020 ◽  
Vol 7 (2) ◽  
pp. 61-70
Author(s):  
Fachri Eka Saputra ◽  
Fedyah Anggriani
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Purchase Intention ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Price Fairness ◽  
Online Questionnaire ◽  
Positive Effect ◽  
Descriptive Method

The purpose of this study as to determine how the effect of waterpark image and price fairness on customer satisfaction and its implications for customer loyalty at Waterpark Wahana Surya Bengkulu. The measurement of this study uses 14 indicator items which are distributed using an online questionnaire. The number of samples in this study were 136 respondents and the data were analyzed using SEM PLS (Partial Least Square). Date were collected using a questionnaire using a Likert scale. This research used descriptive method with a quantitative approach. The type of data used in this study is primary data. The results of this study prove that 1. waterpark image has a positive effect on price fairness, 2. Waterpark image has a positive effect on customer satisfaction, 3. Fairness of price has a positive effect on customer satisfaction, 4. Waterpark image has a positive effect on customer loyalty, 5. Fairness of price has a positive effect on customer loyalty, 6. Customer satisfaction has no effect on customer loyalty.

Team Pay Inequality: Pay Disparity in Large Teams Increases Employee Turnover by Reducing Job Control.

2018 ◽  
Author(s):  
Jon Jachimowicz ◽  
Christopher To ◽  
Oliver P Hauser
Keyword(s):  
Financial Services ◽  
Employee Turnover ◽  
Large Scale ◽  
Job Attitudes ◽  
Organizational Outcomes ◽  
Job Control ◽  
Organizational Attribute ◽  
Pay Dispersion ◽  
Pay Inequality ◽  
Control Work

Pay dispersion is a core organizational attribute, but its’ relationship to employee turnover is relatively unclear. We propose this is the case because prior research suffers from two limitations: (1) it neglects how pay dispersion impacts employees’ psychological attitudes toward their job, and (2) it assumes that teams are homogenous, disregarding that variations in team characteristics shape how employees experience pay dispersion. The current research addresses these shortcomings by drawing on job demand-control theories to investigate how pay dispersion shapes employees’ job attitudes, and explicitly incorporates one aspect of team heterogeneity, team size variations. More specifically, our core proposition is that team pay inequality, i.e., the pay dispersion of employees within a team, reduces employees’ job control—their perceived capability to control work—particularly when teams are larger. This, in turn, makes it more likely employees in large unequal teams leave their organization. Two unique large-scale archival and survey datasets from a technology (N = 881) and financial services company (N = 22,816) provide support for our hypotheses. The current research thus offers a novel perspective on pay dispersion: salary differences within teams fundamentally shape employees’ job attitudes—particularly their job control—and thus determine important organizational outcomes.

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