Examining the relationships among service features, customer loyalty and switching barriers in the Greek banking sector

Understanding customer loyalty in banking industry: A systematic review and meta analysis

To overcome the current competitive market environment, obtaining high customer loyalty is a key success of retaining customers as loyal customers display high commitment to continue their support with the current service providers. Therefore, banks need to continue offering superior financial products and services to their customers to ensure high customer satisfaction which can ultimately trigger their customer loyalty. This research aims to enhance comprehension of customer loyalty in banking industry by conducting a comprehensive literature study. This research selected 149 published research articles related to customer loyalty in banking industry indexed by Web of Science and Scopus between 2012 and 2024. Only 44 final research articles that met the criteria were used for Preferred Reporting Items for Systematic and Meta-Analysis (PRISMA). Results highlighted that bank customer loyalty was often investigated in India, followed by Indonesia, South Africa, Vietnam, Ghana, Brazil, Pakistan, Turkey, Iran, and China. Meanwhile, results also underscored that satisfaction, trust, service quality, image, commitment, reliability, perceived value, ethical, perceived usefulness and experience often and significantly influenced customer loyalty. Finally, results also outlined that consumer research mechanism of customer loyalty in banking industry evolved frequently and significantly shifting from general to electronic banking service consumption following banking 5.0 of "how Fintech will change traditional banks in the new normal or post pandemic". Moreover, these results were essential to marketing managers in banking industry in order to analyze, understand and further improve their existing financial products and services to their customers so that banks can obtain more customer loyalty.

The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector

Banks must meet the needs of their customers in order to achieve sustainable development. The aim of this paper is to examine service quality dimensions, by using the modified SERVQUAL model, which can be used to measure customer satisfaction, and the effect of these dimensions (tangibles, responsiveness, empathy, assurance, reliability, access, financial aspect, and employee competences) on customer satisfaction in Jordanian banks. Data were gathered from 825 customers in the Jordanian banking sector. The sample data were statistically analyzed through exploratory factor analysis by the SPSS program to determine service quality perception and customer satisfaction. The results illustrate that the modified SERVQUAL Model extracted four subscales in the new model instead of eight in the initial model. The first subscale contains four dimensions—assurance, reliability, access and employee competences. The second subscale consists of two dimensions—responsiveness and empathy. The third and fourth subscales—financial aspect and tangibility—are separate factors. Further studies should consider the dimensions of access, financial aspect, and employee competences as essential parts of service quality dimensions with the other subscales, so as to improve wider customer satisfaction in the banking sector. In the authors’ opinion, the modified SERVQUAL model is useful for addressing customer satisfaction in the banking sector.

Relationship between maternal, household, and socio-economic characteristics and household food security in Aceh, Indonesia

Purpose

The purpose of this paper is to investigate the relationship between maternal, household and socio-economic characteristics and household food security in Aceh Province, Indonesia.

Design/methodology/approach

The data used are cross-section, secondary data from the Economic Census of Indonesia in 2016 (BPS, 2016) from 23 districts/cities. The central message of the present empirical analysis is that relatively simple indicators perform well in locating food security.

Findings

The analysis proves that mother’s age has a significant effect on average calorie intake at the household level. This may be due to the fact that mother’s age plays an important role in the provision of proper food to her family. Higher-aged mothers can understand better about the food quality and requirement for the family as compared to low-aged mother. Environmental factors like access to safe water and better sanitation facilities within housing premises indirectly enhance the absorptive capacity of available food intake. Thus, environmental factors could play an important role in food security through calorie intake, irrespective of economic status of the household. This analysis further strengthens the earlier findings that higher food intake availability alone may not lead to improved health outcome, unless measures are taken to improve access to safe water and sanitation. The contribution of dependency ratio in per capita calorie intake also appeared to be significant in this study. This shows that high dependency ratio reduces the per capita calorie intake due to a larger share in food items among households.

Originality/value

No previous study has comprehensively studied the relationship between maternal, household, and socio-economic characteristics and household food security, especially in Aceh, Indonesia.