Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model

Shaping E-commerce Experiences: Unraveling the Impact of Service Quality on Youth Customer Behavior in a Developing Nation

Firms of all stripes recognize that retaining satisfied customers in the current e-commerce cutthroat and digital market relies on delivering exceptional customer service. This longitudinal study aims to examine the relationship between service quality, customer satisfaction, and behavior in an online shopping environment, emphasizing the youth of Pakistan. A research model was developed and tested using two phases of customer data ( n = 331). The results show that in the online shopping environment, the dimension of service quality significantly enhances customer satisfaction, which leads to the development of customer loyalty. The mediating role of customer complaints has been identified in the relationship between customer satisfaction and customer loyalty. Furthermore, it was found that the significant connection between customer loyalty, repurchase intention, and recommendation intention was moderated by emotional intensity. The findings will help firms in Pakistan and other developing countries to establish long-term growth strategies by understanding the complex nexus between service quality that leads to customer satisfaction and boosts their repurchases and recommendations. This research also directs online platform marketers and practitioners to develop marketing and retailing strategies.

Examining drivers of NFT purchase intention: The impact of perceived scarcity and risk

The emergence of non-fungible tokens (NFTs) has elicited both excitement and apprehension among consumers, who find themselves influenced by the perceived scarcity and the perceived risks surrounding these novel digital assets. This study investigates the factors influencing consumer adoption of NFTs by integrating the concepts of perceived scarcity and perceived risks within the theoretical framework of the Theory of Planned Behavior (TPB). Employing structural equation modeling, the research evaluates the impact of perceived scarcity, perceived ease of use, attitudes, subjective norms, perceived behavioral control, and perceived risk on NFT purchase intentions. The findings reveal that perceived scarcity and perceived ease of use significantly positively affect consumers' intentions to purchase NFTs. Conversely, perceived risk exerts a negative effect on purchase intentions. Additionally, the study demonstrates that attitudes, subjective norms, and perceived behavioral control positively affect NFT purchase intentions. This study provides a behavioral roadmap for navigating the complex love-hate relationship consumers have with NFTs, shedding light on the factors that motivate individuals to embrace or avoid these digital collectibles.

Greening for greater good: investigating the critical factors for customer satisfaction with sustainable e-banking

This study investigated the impact of efficiency, reliability, responsiveness, safety, and security on customer satisfaction with sustainable e-banking. The study used a quantitative methodology, with data collected from customers of commercial banks in South Punjab, Pakistan. A Likert scale questionnaire was used to collect cross-sectional data. A sample of 350 was analyzed using the Statistical Package for the Social Sciences (SPSS) for testing descriptive statistics, correlation analysis, and regression results. The study's results revealed that efficiency, reliability, responsiveness, safety, and security significantly impacted customer satisfaction with e-banking services. Efficiency and reliability were the most crucial factors influencing customer satisfaction, followed by safety, security, and responsiveness. The research findings have important implications for commercial banks, as they highlight the critical role of these factors in the development of sustainable e-banking practices. Overall, the study provides valuable insights for commercial banks seeking to improve their e-banking services and ensure customer satisfaction. Commercial banks can enhance their competitiveness and achieve sustainable growth in the highly competitive e-banking sector by prioritizing efficiency, reliability, responsiveness, and safety and security.

Does internet use improve employment?--Empirical evidence from China

Achieving comprehensive and high-quality employment is essential to achieving new levels of people's well-being. The advancement of Internet technology not only affect the massiveness of employment, but also the quality of that. On the basis of constructing an employment quality evaluation index system, this article uses CLDS (China Labor-force Dynamics Survey) data to explore the impact of Internet use on the employment quality of workers and its underlying mechanisms. The results reveal that Internet use has a significant positive impact on improving the employment quality of workers. As the quantile of employment quality increases, internet use has a greater impact on workers with a lower employment quality quantile. In addition, the use of Internet has a more significant promoting effect on the employment quality of rural and female workers. From the perspective of mechanism, Internet use can increase workers' social capital and influence their employment quality through the accumulation of social capital. Based on this, countermeasures and suggestions are put forward from the aspects of increasing investment and construction of Internet infrastructure, further perfecting the reform of household registration system, promoting human capital investment and social capital construction.

Factors Affecting Employees Use and Acceptance of Remote Working During the COVID-19 Pandemic: Evidence From the Jordanian Insurance Sector

Remote working during the COVID-19 pandemic comes as an "enforced experiment," where companies and individuals have turned to work from home to preserve business continuity. Drawing on a theoretical framework that integrates the Theory of Reasoned Action (TRA), Social Capital Theory (SCT), and Technology Acceptance Model (TAM), this research uses a sample of 134 survey responses to assess the factors affecting the acceptance and use of remote work during the COVID-19 pandemic among workers of the insurance industry in Jordan. The results suggest that social trust, perceived usefulness, and perceived ease of use can help elevate employee's acceptance and use of remote work, whereas social norms have no significant effect. Considering these results, we further discuss implications and recommendations for the insurance sector.

Examining the Role of Self-Reliance, Social Domination, Perceived Surveillance, and Customer Support with Respect to the Adoption of Mobile Banking

PURPOSE

This article aims to investigate the main drivers of mobile banking among Delhi-NCR consumers. The TAM (technological acceptance model) was used as a framework for this study. Only a few studies have looked at how online banking users in India plan to use other similar services, such as m-banking. In order to do this, a theoretical model was made using the technology acceptance model. This model was then expanded to include the factors that make m-banking users more likely to use mobile banking. These adoption factors include the feeling of being watched, the ability to do things on your own with a mobile device, social dominance, and the role of customer support as a mediator. The use of m-banking is the thing that matters.

SCOPE

In the last two decades, digital mobile devices have become the primary preferred method of consumer communication. Throughout the past year, mobile banking has become increasingly popular. The increasing number of smartphones in use, as well as the government's push for cashless transactions, provide an opportunity for the Indian banking industry to rapidly expand its usage of mobile and online banking.

METHODOLOGY

The data were collected through a structured questionnaire distributed to 376 respondents from different sustainable investment classes. The use of convenience sampling was imposed. Structure equation modeling (SEM), reliability, convergence, discriminate validity, and model fitness were achieved through SmartPLS 3.

FINDINGS

The study found that the adoption factors had a significant impact on perceived surveillance, mobile self-reliance, and social domination and mediating role of customer support to use mobile banking. These latest findings will inform banks and financial institutions on the rise of m-banking in India, as well as provide insight into digital banking channels and add to the literature on the topic of digital banking adoption.

Do customers' perceptions of Islamic banking services predict satisfaction and word of mouth? Evidence from Islamic banks in Bangladesh

This study aims to investigate the customers' perceptions of Islamic banking services and their impact on satisfaction and word of mouth (WOM) with others. This study designs the bootstrapping procedures using a partial least square method to test path coefficient results. Structured questionnaires were distributed among clients of Islamic banks in Dhaka city, where 377 responses were collected for data analysis. The findings revealed that there is a highly significant relationship between security and customers' perception. Ethical responsibility and religious value have a positive and significant impact on customers' perception whereas benefit has a negative significant impact on customers' perception. Findings from this study also indicated that customers' perceptions mediate the effect of ethical responsibility, religious value, benefit, and security on satisfaction. In addition, customers' satisfaction mediates the effect of customers' perception and WOM. These findings can promote managers of Islamic banks to build customer satisfaction and WOM with Islamic banking services, and attain competitive advantage that may lead Islamic banks to succeed in the competitive business. This study also provides new insights into customers' WOM with others about Islamic banking services. This knowledge could assist Islamic banks to understand the customers' perceptions that would increase satisfaction and in turn, contribute to WOM with others in determining where would be best to target marketing attention of Islamic banking services with limited resources.

Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty

Purpose

This research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the relationship between e-service quality and customer satisfaction are also explored.

Design/methodology/approach

A conceptual model involving various dimensions of e-service quality, customer satisfaction, loyalty, price perception and web design is developed, and hypothesized relationships are tested using Hayes’s PROCESS macros. A survey instrument and data from 650 respondents who are regular e-buyers from the southern part of India are used.

Findings

The results indicate that e-service quality positively relates to customer satisfaction and loyalty. The findings also suggest that price perception and trust are vital in enhancing customer satisfaction. Further, the indirect effect of e-service quality on customer loyalty through customer satisfaction is supported. Finally, web design (first moderator) and trust (second moderator) significantly influence the relationship between e-service quality and customer satisfaction.

Research limitations/implications

This research underscores the importance of e-service quality, web design, and trust in influencing customer satisfaction. Based on the findings from this study, e-retailers are suggested to discover the methods of building and improving customer trust and create a web design that is appealing to the customer to enhance satisfaction and loyalty. Some of the limitations of this study include common method bias and social desirability bias. However, the authors have taken adequate care to minimize these biases.

Originality/value

This paper used the e-service quality model and investigated the consequences of e-service quality during the post-pandemic new normal period in a developing country (India). The double moderation of web design and trust is a novel idea that previous researchers have not explored to the best of the authors' knowledge and makes a significant contribution to service marketing. In addition to providing resounding evidence of direct relationships, the three-way interaction investigated in this study makes this study unique and pivotal.

How digitalization in banking improve service supply chain resilience of e-commerce sector? a technological adoption model approach

Supply chain resilience (SCR) is crucial for organizational sustainability and growth. This paper explores the factors of digitalization in the banking sector for achieving resilience in the e-commerce service supply chain. Most previous researchers have explored supply chain resilience in e-commerce using structural equation modeling. This study identifies and evaluates the crucial factors of digital banking that improve resilience in the e-commerce service supply chain using the Interpretive Structural Modeling (ISM) and Decision-Making Trial and Evaluation Laboratory (DEMATEL) technique. A conceptual framework is created based on the literature review and technology adoption theory. The framework comprises the critical digital technology adoption factors for the resilient service supply chain in Pakistan’s e-commerce sector. The results show that the most critical driving factors are “performance expectancy (F15),” “e-cost effectiveness (F5),” and “Trust (F8)” The research findings have several implications for decision-makers, and practitioners, providing insights into how digitalization in the banking sector can help in designing resilient supply chains in the e-commerce sector.

Telecommunications service quality, customer satisfaction and customer loyalty in pandemic times

Purpose

This study aims to empirically explore telecommunications service quality (SQ) and its impact on the customer loyalty (CL) through a mediating impact of customer satisfaction (CS) during the COVID-19 pandemic crisis.

Design/methodology/approach

A survey was conducted involving 384 customers of telecommunications service providers in Egypt. The hypothesized direct relationships were tested through regression analysis, and the mediating effect was tested using structural equation modeling technique.

Findings

The results reveal a strong positive relationship of SQ dimensions, CS and CL. Reliability, privacy and security and convenience, respectively, proved to increase CS and CL more than the other SQ dimensions, particularly during COVID-19. Moreover, CS was found to significantly and fully mediate the effect of SQ on CL.

Research limitations/implications

This is an empirical research applied in the Egyptian telecommunications setting. Its relationships need further investigation in other settings and countries. Also, traditional limitations of a cross-sectional study apply with respect to the attribution of causality and the time lag effects.

Practical implications

In strategic planning of telecommunications services and the associated consumer behavior, the results of this study can be helpful for policymakers. In case of similar epidemics and natural calamities, consumers may depict similar behavior as shown during the lockdown and social distancing during COVID-19; hence, this study can help regulatory bodies in preparing their safety roadmap.

Originality/value

This study contributes to the body of knowledge in enhancing the understanding on the impact of telecommunications SQ on CS and loyalty, particularly during the COVID-19 pandemic crisis.

A comparison between E-TailQ and ES-Qual for measuring e-service quality in the retail industry: an emerging economy case

Purpose

There is a growing trend in online shopping in developing and underdeveloped economies. Measuring web retail service quality is vital to enhance and retain online customers for higher profits. As a result, it is essential to understand e-service quality and its relationship with other e-commerce-related variables identified as customer satisfaction, word-of-mouth (WOM), loyalty and repurchase intention. The main objective of this research is to validate the psychometric properties of E-TailQ and ES-Qual scales to measure e-service quality in the context of an emerging economy.

Design/methodology/approach

The study was administered by surveying online customers through a convenience sampling approach. The sample data consisted of 329 valid responses. The data were analyzed using confirmatory factor analysis (CFA) and structural equation modeling (SEM).

Findings

The results suggest that both the scales are valid, reliable and adequate and confirm the psychometric properties of E-TailQ and ES-Qual scales in an emerging economy context. There is a positive and significant relationship between latent variables (E-TailQ and ES-Qual) and customer outcome variables like satisfaction, loyalty, WOM and repurchase intention. Additionally, the coefficients of the E-TailQ scale have higher values than ES-Qual scales in all dimensions. The perceived quality proved to be a precedent of satisfaction to a lesser extent than other scales' constructs, and it proved to be a superior predictor of WOM for the E-TailQ scale and loyalty for the ES-Qual scale. Overall, when measured by the ES-Qual scale, perceived quality could explain much of the sample's satisfaction, loyalty and repurchase intention compared to E-TailQ.

Research limitations/implications

One of the significant limitations of this study is related to the data collection, as individual responses were collected at one particular point in time. Thus, it is impossible to verify the development of perceived service quality outcomes over a specific time. Another possible limitation is the selection of only two widely used scales, although other options are available in the literature. Finally, developing a new scale to address future challenges might be another alternative.

Practical implications

The results obtained in the study will help managers assess customer satisfaction, the reputation of the business through WOM, and customer intentions for the repurchase that will lead to loyalty by emphasizing e-service quality. It will enable them to design strategies for improving business performance. The developed instrument will assist in identifying the gaps and describing how service quality can achieve higher levels of customer satisfaction.

Originality/value

Several studies in the literature have used E-TailQ and ES-Qual scales to measure e-service quality in developed countries. Only a few studies addressed the validity of these widely used competing scales in an emerging economy like Pakistan. This study addresses the literature gap by addressing the reliability and validity of these scales and assesses the impact of e-commerce-related variables. Besides, the study reveals insights into the literature by addressing multiple dimensions of e-service quality and summarizes a deep understanding of each scale item that affects the perceived quality in a developing economy like Pakistan.

A roadmap for the application of PLS-SEM and IPMA for effective service quality improvements

Purpose

The paper provides a step-by-step guide in the guise of a roadmap for service improvement initiatives using importance performance map analysis (IPMA).

Design/methodology/approach

To empirically illustrate how IPMA can be applied to any service industry, three sectors are considered; sports and fitness (study A), hospitality (study B) and higher education (study C). Following the proper selection of measuring instruments and their evaluation using structural equation modeling-partial least squares (Smart-PLS), IPMA is applied to identify those attributes having strong total effects (high importance) over the targeted construct (satisfaction) but which also have low average latent variable scores (low performance).

Findings

For sports and fitness (study A), the physical aspects and programme quality require managerial attention. For the hospitability sector (study B), it is service commitment, interaction quality and internal sense of happiness. Whereas for higher education (study C), it is administrative quality as well as the element of transformative quality, namely the university’s role in adding to its students’ emotional stability, which needs the attention of the top management.

Originality/value

This study provides researchers and practitioners with a roadmap for applying PLS-SEM and IPMA for continuous service quality improvement. The roadmap extends upon Ringle and Sarstedt’s (2016) work. It highlights critical decisions that need to be considered in the pre-analytical stages of the IPMA application, i.e. at the research design phase in selecting the most appropriate service quality measurement model specifications. It not only contributes to the existing body of knowledge by providing empirical evidence to advance theory development in the quality management field but also has implications for the practitioners in any service sector on where to focus their attention for an effective service improvement.

The role of affordances in continuance and additional purchase intention: The case of internet banking application in Vietnam

This research examined the role of Information Technology (IT) affordance, which affects the value-in-use of Internet banking, and subsequently, the users’ continuance and additional purchase intention, with a specific focus on Internet banking applications in Vietnam. The analysis was based on data from 318 Internet banking users in Vietnam. The online survey is launched purposely to test samples’ online behavior and different online devices they respond to. Confirmatory Factor Analysis (CFA) and Structural equation modeling (SEM) are used for testing the proposed hypotheses. This study found that three characteristics of affordance (i.e., visibility, persistence, and association) are positively associated with value-in-use (i.e., experience and relationship), which has a positive impact on enhancing the continuance intention and the additional purchase intention of users.

The findings of this study deliver constructive ideas for banks in Vietnam for prolonging the user intention of customers, in terms of enhancing the value-in-use of their banking applications, and they target mainly the IT affordance related to the technical aspects.

Mobile commerce applications service quality in enhancing customer loyalty intention: mediating role of customer satisfaction

Mobile shopping application can provide retailers the opportunity for showcasing their brands and shopping experiences to the customers since the use of smartphones are increasing. Therefore, this study was conducted to determine the e-service quality of mobile commerce applications (MCA) in enhancing customer loyalty intention behaviour to purchase the product via MCA among online shoppers in Malaysia through the use of the adapted SERVQUAL model. Additionally, the mediating effect of customer satisfaction on the relationship between MCA service quality dimensions and customer loyalty intention behaviour was studied. A purposive sampling technique was used and 120 data were collected through an online survey. The results for direct testing demonstrate that all the SERVQUAL dimensions were significantly influenced customer satisfaction, except reliability, security and usability. Meanwhile, analysis results for the mediating effects demonstrate that customer satisfaction mediates the relationship of SERVQUAL dimensions (assurance, personalization, responsiveness and information quality) and customer loyalty intention. Even though the SERVQUAL dimensions tested in this study were significant, the effect size is rather small. Nevertheless, all these factors are important to be considered for the improvement of MCA, especially everyone is moving forward to a digital business environment and e-service is regarded to play an important role.

Impact of smart locker use on customer satisfaction of online shoppers in Vietnam

In recent years, smart lockers have been increasingly utilised in the last-mile delivery stage of e-commerce. Although this technological advance has received significant scientific attention, especially in developed countries, little is known about the general behaviour of Smart Locker users. This study aimed to explore the impact of smart locker use on customer satisfaction with online shopping experience. We used structural equation modelling to analyse data collected from 442 smart locker users in Vietnam. The results revealed that convenience, privacy and security, and reliability attributes significantly impacted the satisfaction of smart locker users through the mediators of perceived value and transaction costs. These findings are expected to reinforce the utilised theories and enrich theoretical research on self-service technologies in last-mile delivery and their influence on consumer behaviour.

How maritime logistic SMEs lead and gain competitive advantage by applying information technology?

The aim of this study was to examine the importance of information technology for logistics Small Medium Entreprise (SMEs) in Pakistan. It is the time of technological rapidness; especially after COVID-19, the word business has majorly transformed into a digital business. If an organization did not shift toward technology, it would be hard for it to even sustain in this rapid era. This study adopts the questionnaire after extensive literature review. A quantitative study was conducted among logistics SMEs in Pakistan to empirically verify what competitive advantages they are leading and gaining from information technology and how much information technology is important for their sustainability. The literature lacks information about the ways in which information technology has been integrated into logistics SMEs operating model, and more specifically, there is no information about IT valence, IT resource commitment, IT managerial commitment, and IT competency. The research is primarily quantitative in nature, where the data were collected via a close-ended questionnaire from 340 logistics SMEs in Pakistan. The independent variable of this research was information technology (i.e., IT valence, IT resource commitment, IT managerial commitment, and IT competency), whereas the dependent variable was competitive advantage. The study found that IT had a significant impact on the competitive advantage of logistics SMEs operating in Pakistan. All the variables related to IT had a significant impact on competitive advantage, which included IT valence, IT resource commitment, IT managerial commitment, and IT competency. This study helps managers and owners of logistics SMEs in decision-making, who can understand how much IT can enhance their performance and reduce their risks. This study has been specifically conducted with logistics SMEs operating in Pakistan, which means that there is much scope to be worked upon, i.e., by selecting companies operating in other countries and comparing them with current findings. This study observes the impact of information technology (i.e., IT valence, IT resource commitment, IT managerial commitment, and IT competency) on competitive advantage, and other independent variables can be studied to find the impact on competitive advantage.

Factors influencing the adoption of internet banking: An integration of ISSM and UTAUT with price value and perceived risk

The investigation of users' satisfactions and intentions in using the services provided by commercial banks needs to be focused on internet banking, since this is the widely used banking service. This paper analyzed the satisfactions and behavioral intentions of Malaysian customers in using Internet Banking, applying the Information System Success Model (ISSM) by the integration of adoption and application technology (UTAUT) theory. Some criteria, which were taken into consideration, are as follows: perceived Risk (PR), facilitating Conditions (FC), Price (PV), Performance expectancy (PE), Information Quality (IQ), Service Quality (SEQ), and System Quality (SQ). These aspects are important to measure customers' satisfaction and behavior toward Internet and Online Banking. A sample of 362 valid responses, consisting of Malaysian customers who used E-Banking, was used for the purpose of data collection. The relationship between customers' satisfaction and factors influencing their contentment in using Online Banking was investigated. In order to evaluate this, a model called “Structural Equation Model (SEM)” was developed and used. Findings showed that most of the Online Banking users were satisfied with the system. Hence, it proves that Online Banking System was generally accepted in the Malaysian community. However, this current research is solely focused on the Malaysian community. Therefore, it may provide the necessary grounds for the study of internet banking accreditation, some useful information for the practitioners, policy makers, and the researchers to improve the system of online banking in Malaysia only. For a future study, a more well-structured research, which can accommodate the global need, would be required.

Performance of E-Banking and the Mediating Effect of Customer Satisfaction: A Structural Equation Model Approach

Online payment is a trend that is gaining momentum globally. As a result of digitisation, the advent of online banking has increasingly made its way into the modern marketplace, serving not only customers but also corporations. The primary data were gathered from 287 participants. Stratified random sampling was used. Structure Equation Modelling (SEM), reliability, convergent, discriminate validity and model fitness were achieved through SmartPLS 3 (Christian M. Ringle, Germany). The findings reveal that efficiency, reliability and service quality have a significant direct effect on customer satisfaction and customer retention. It also shows the significant effect of efficiency, reliability and service quality when using customer satisfaction as a mediator for customer retention. It is possible that the data gathered may be valuable for both banks and enterprises interested in entering the Indian market. This research also specifies four main components of E-banking: efficiency, reliability, service quality and customer satisfaction.

Evolution of modified TAM associated with e-banking services adoption: a systematic PRISMA review from 1975 to 2021

Purpose

This paper aims to review and highlight the gaps in the research streams of the technological acceptance model (TAM) associated with e-banking services. The introduction of TAM as a decision-making process from individual and organizational perspectives is the core purpose of this paper.

Design/methodology/approach

This study is based on concept-centric reviews and synthesizing of previous research. Data are extracted from a systematic literature review published from 1975 to 2021 under the preferred reporting items for systematic review and meta-analyses statement.

Findings

This review explored that theory of reasoned action and theory of planned behavior are the basic theories proceeding to TAM evolution. TAM has been extended to its three versions, which are designed and modified for different contexts and cultures. Previously, the risk-return approach, theory of trust and perceived value were the major constructs or modifications in TAM. Now, TAM has been designed for measuring customers’ perception of any technological advancement.

Research limitations/implications

This review is limited to major additive constructs in modified TAM concerning e-banking services, which can be expanded to different cultures and contexts. This study sketched TAM as a decision-making model associated with the factors influencing any technological advancement. So, the proposed conceptual framework is applicable for the behavioral analysis of technological adoption from individual and organizational perspectives in any field.

Originality/value

This review designed a bi-dimensional conceptual model of TAM as a decision-making process for e-services that has not been identified yet in any study from organizations’ and customers’ perspectives.

The intricate relationships of consumers’ loyalty and their perceptions of service quality, price and satisfaction in restaurant service

Purpose

The purpose of this study is to determine how consumers perceive restaurant service in Bangladesh. The goal of this study is to determine the impact of perceived service quality and price fairness on consumer satisfaction and loyalty toward restaurant services.

Design/methodology/approach

The data for this study were collected from 326 respondents who have used restaurant services in Bangladesh. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to evaluate the research data with SmartPLS 3.3.3.

Findings

The current study’s findings indicate that perceived service quality and price fairness both have a direct and significant effect on consumer satisfaction. Additionally, the research findings reveal a considerable association between perceived pricing fairness and consumer pleasure and consumer loyalty. Additionally, findings indicate that perceived service quality and price fairness both have a significant indirect effect on customer loyalty via the mediating effect of consumer satisfaction.

Practical implications

The current study demonstrates that perceived price fairness has a substantial effect on restaurant consumers’ satisfaction and loyalty; thus, this evidence can assist restaurant owners and managers in developing and implementing their pricing strategy to retain customers. Additionally, the findings have significant implications for restaurant operators, practitioners and policymakers.

Originality/value

Only a few research have been conducted to determine the effect of service quality and pricing fairness on consumer satisfaction and loyalty when it comes to restaurant services. This research conclusion provides guidance to service providers on how to increase customer satisfaction and loyalty through an emphasis on price fairness and service quality.

Measuring Internet banking service quality: an empirical evidence

Purpose

This study aims to empirically develop a reliable and valid instrument measuring the online service quality in the context of the banking sector in India.

Design/methodology/approach

The methodological framework of this research comprises developing an instrument that is based on previous literature, qualitative and quantitative procedure. The study used the survey method and collected data via a well-structured questionnaire from a sample of active Internet banking users. The proposed instrument is identified by the data-reduction technique that is exploratory factor analysis (EFA), and validated through the confirmatory factor analysis (CFA).

Findings

The results confirmed that the digital banking service quality scale (DBSQual) contains 24 items in seven dimensions: (1) web architecture, (2) user friendliness, (3) efficiency of website, (4) reliability, (5) responsiveness, (6) security and (7) personalization. The relationship between digital banking service quality and e-customer satisfaction has also been found to be significant in this study.

Research limitations/implications

The results of this study do not find general application for different banks operating in the same sector in India. More testing of DBSQual is required across various different contexts for validity augmentation. In addition, findings would be more reliable if the non-Indian context could be taken into consideration. Thus, such limitations open a window for future research.

Practical implications

This study is quite fruitful for the banking organizations in measuring their online services, and enables them to implement their marketing and operational strategies more effectively and efficiently.

Originality/value

The contribution of this study is the development and validation of a new instrument that is DBSQual that contains seven determinants of customers' e-service quality perception, emphasis on measuring online service quality in the Indian banking sector. These determinants will offer banks a promising starting idea for establishing an effective quality management for their online businesses. They will be able to increase the opportunities by tapping themselves at a competitive edge.

An empirical investigation of the factors affecting customer lifetime value

Purpose

The main objective of this paper is to investigate the factors affecting customer lifetime value (CLV) for Internet service providers in Jordan, namely, technical quality, functional quality, brand credibility, confidence benefits, special treatment benefits, customer satisfaction and commitment.

Design/methodology/approach

An online survey was conducted involving a sample of 481 respondents. SPSS was used to analyse the data and test the proposed relationships, while SmartPLS was used to examine the robustness of our results.

Findings

Results showed that confidence benefits, special treatment benefits and brand credibility had a significant and positive impact on customer satisfaction and commitment, with brand credibility appearing as the most influential factor leading to customer satisfaction and commitment, and ultimately CLV. Furthermore, research reveals an insignificant relationship between functional quality, technical quality and customer satisfaction.

Practical implications

Services' providers seeking to increase CLV need to build strong and sustainable relationships with their customers.

Originality/value

This study incorporates a set of crucial customer relationship management strategies that could be universally applied to enhance customers benefits and business performance. This is also the first study of its kind conducted in the Middle East, particularly in Jordan.

Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth

The purpose of this article is twofold: (1) to investigate the emotions experienced by banking customers when using live chat services and their impact on positive word-of-mouth intentions; and, (2) to identify which dimensions of e-service quality (accessibility, customer service and support, perceived security/privacy and design) impact these emotions. A survey was conducted with 682 members of a Web-based panel. Findings demonstrate that emotions, both positive and negative, significantly impact word of mouth. Results further reveal that customer service and support followed by design of live chat services mostly influence consumer emotions. On a practical level, the recommendations provided will improve consumer experience and encourage consumers to use live chat services. This is all the more important since such services are now part of the promotion and contribution of a sustainable mode of consumption that is accessible to all.

The influence of Internet banking services quality on e-customers’ satisfaction of Saudi banks: comparison study before and during COVID-19

Purpose

The main purpose of this study is to compare e-customer satisfaction in Saudi banks before and during coronavirus disease 2019 (COVID-19) pandemic by assessing the e-service quality dimension before and during the pandemic.

Design/methodology/approach

To examine e-customer satisfaction among Saudi bank e-customers, data were collected using convenience sampling methods utilizing two questionnaires before and during COVID-19, distributed to Saudi bank e-customers. The sample size of collecting data of 588 bank e-customers was analyzed through a well-known statistical technique, multiple regression and paired sample t-test, using Statistical Product and Service Solutions (SPSS) software and Excel.

Findings

It is found that efficiency is the major determinant of e-customers’ satisfaction with banks in Saudi Arabia. The Saudi context is different from other countries. There are differences between the impact of Internet banking e-service quality on e-customer service before and during the COVID-19.

Practical implications

This research has a crucial inference for the managerial level practically. This study has important implications for the banks to satisfy their e-customers by increasing customer service level and enhancing the interaction in the site to solve the e-customers problem immediately by creating an effective support team to encourage the effect of responsiveness. In particular, website managers should review their website framework and create an easily organized site for e-customers.

Originality/value

The research improves past studies' methodology by testing the impacts between the constructs before and during COVID-19. This research is a significant addition to the current literature collection.

E-Government Service Quality

This study investigates the key e-government service quality dimensions affecting customer satisfaction in e-government services. The 'consistency' mediation role between customer satisfaction and e-service quality is explored besides the moderation role of 'awareness' between customer satisfaction and e-service quality. A quantitative approach is adopted, where a semi-structured web-based questionnaire is developed and sent to 800 users of e-government services. A total of 350 responses were considered valid records. Data collected is analyzed using the structural equation modeling, where SPSS and AMOS are employed. Significant results revealed that awareness is not proven to moderate the relationship between E-Service Quality dimensions and Customer Satisfaction. Finally, Consistency partially mediates the relationship between E-Service Quality dimensions and Customer Satisfaction.

Perceived Service Quality in HRI: Applying the SERVBOT Framework

Services are intangible in nature and as a result, it is often difficult to measure the quality of the service. In the service literature, the service is usually delivered by a human to a human customer and the quality of the service is often evaluated using the SERVQUAL dimensions. An extensive review of the literature shows there is a lack of an empirical model to assess the perceived service quality provided by a social robot. Furthermore, the social robot literature highlights key differences between human service and social robots. For example, scholars have highlighted the importance of entertainment value and engagement in the adoption of social robots in the service industry. However, it is unclear whether the SERVQUAL dimensions are appropriate to measure social robot's service quality. The paper proposes the SERVBOT model to assess a social robot's service quality. It identifies, reliability, responsiveness, assurance, empathy, and entertainment as the five dimensions of SERVBOT. Further, the research will investigate how these five factors influence emotional engagement and future intentions to use the social robot in a concierge service setting. The model was tested using student sampling, and a total of 94 responses were collected for the study. The findings indicate empathy and entertainment value as key predictors of emotional engagement. Further, emotional engagement is a strong predictor of future intention to use a social robot in a service setting. This study is the first to propose the SERVBOT model to measure social robot's service quality. The model provides a theoretical underpinning on the key service quality dimensions of a social robot and gives scholars and managers a method to track the service quality of a social robot. The study also extends on the literature by exploring the key factors that influence the use of social robots (i.e., emotional engagement).

Antecedents of customer loyalty in mobile telecommunication companies in Cameroon

The mobile telecommunication (telecom) sector has become the basic source of information nowadays, especially in Cameroon. It is used to transfer and deliver information through voice, video, data, graphics, and more at perpetually increasing speeds. The quality of mobile services does not only impact the attraction of new customers but also to maintain the existing ones. The study uses relationship marketing theory and a quantitative and cross-sectional method with 200 respondents. Information was obtained from users of MTN and Orange mobile telecommunication networks. The analyses were done using SPSS version 20. Tangibility, reliability, and assurance dimensions of staff service quality showed a positive relationship with customer loyalty in mobile telecom companies in Cameroon. The findings also highlight the influence of service quality dimensions on customer loyalty in the mobile telecom companies of the country.

Customers’ Intention in Internet Banking Adoption: The Moderating Effect of Demographic Characteristics

The growing number of internet banking (i-banking) users in Bangladesh requires examining their behavioral intention (BI) to adopt i-banking services. This study aims to investigate the factors that influence the customers’ intention in i-banking adoption encompassing the moderating effect of demographic characteristics. This study uses an expansive approach of the Unified Theory of Acceptance and Use of Technology (UTAUT) model with customer satisfaction. The structural equation modeling (SEM) has been used to analyze the data collected from the internet banking users of Bangladesh. Findings of the study conclude that the higher the level of performance expectancy (PE), effort expectancy (EE) and social influence (SI), the greater the level of customers’ inclination to adopt i-banking. Whereas, facilitating condition negatively affects their BI in i-banking adoption. Moreover, this study finds a positive and significant impact of system, service and information quality and security, privacy and trust (SPT) on customers’ satisfaction, which, in turn, substantially influence their intention toward i-banking adoption. While investigating the moderating effect of demographic characteristics, this study finds that all categories of customers, regardless of their age, gender, experience and education, are influenced by the customers’ satisfaction of services qualities and trust perception in i-banking adoption. Therefore, it is suggested to the policymakers that they should take such initiatives in designing the i-banking system that satisfy the customers’ expectations.

The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China

In today’s increasingly competitive coffee industry, the point of running a good coffee shop is no longer to run a coffee and beverage shop simply, but to focus on the quality of service and the value that customers feel as a result. Previous studies have mainly discussed the customer satisfaction and behavioral intention of restaurants, while few studies have explored the influencing factors of customer satisfaction and behavioral intention of chain coffee shops. Given that the perceived service quality theory and DINESERV model can effectively predict customer satisfaction and behavioral intention, this study took 385 consumers in the first Starbucks Reserve flagship store in China as survey objects. SmartPLS 3.0 software was used to explore the relationship among respondents’ perceived service quality, customer perceived value, satisfaction, and behavioral intention. The results show that service quality has a partially significant positive effect on perceived value. Perceived service quality and customers’ perceived value both have significant positive effects on satisfaction. Customers’ satisfaction has a significant positive effect on their behavioral intention. These results indicate that enterprises should strengthen the emotional bond between consumers and enterprises and improve the reliability, assurance, and empathy of perceived service quality to create a better emotional resonance between consumers and the Starbucks brand to improve customer satisfaction. At the same time, it should also promote the symbolic perceived value of Chinese consumers to Starbucks to realize the sustainable development of coffee-shop operation and consumer repurchase. This study expands the research on the service quality, perceived value, and behavioral intention of coffee chain enterprises in the context of non-habitual coffee-drinking countries. Moreover, it provides case support for the operation and research of regional cultural consumption habits of international catering chain enterprises.

The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services

Purpose

This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and satisfaction on loyalty to these services.

Design/methodology/approach

The data were collected via a questionnaire that was completed by 780 foundation-year students in government universities in Saudi Arabia. The students who participated in the study had used a unified system provided by the Ministry of Education in Saudi Arabia for university admission. The data were analysed using structural equation modelling.

Findings

The key findings revealed that the factors service quality, trust in government, trust in e-government services and citizen satisfaction play a significant role in developing citizen loyalty to e-government services. Trust in government has the strongest direct effect on citizen loyalty to e-government services, and service quality has the strongest total effect on citizen loyalty. In contrast, citizen satisfaction has the least significant influence on citizen loyalty to e-government services.

Originality/value

This study proposes a new model for citizen loyalty to e-government services that combines the service quality model and trust theory. In addition, this study is among the first to categorise trust into three factors – trust in government, trust in e-government and disposition to trust – and integrate them into a model. Furthermore, the study reveals the roles of satisfaction and service quality in developing citizen loyalty. The findings of this study fill a gap in knowledge on citizen trust in, satisfaction with and loyalty to e-government services.

Understanding Customer Responses to Service Failures during the COVID-19 Pandemic for Sustained Restaurant Businesses: Focusing on Guanxi

Due to the COVID-19 pandemic, restaurants worldwide, including China, have been forced to protect public health by following food safety standards and adapting to the necessary social distancing practices. Accordingly, restaurant diners who are concerned about food safety and unsure of whether it is truly safe to dine out, put more importance on the entire stages of service consumption. Restaurants must make their best efforts to minimize service failures in their service provision process and outcomes. Given that customers from different cultures are reported to evaluate service quality differently, this study was designed to investigate what actions Chinese customers who encounter service failures would take under the influence of Guanxi. Guanxi represents Chinese attitudes towards long-term individual and business relationships and ultimately involves moral obligations and mutual favors. Analyzing our structural equation model using 439 responses obtained from Chinese diners, this study determined that Chinese consumers would react differently in the service process failures and outcome failures in terms of negative word-of-mouth, direct complaints, switching intention, and revisit intention. More importantly, this study confirmed the significant moderating effects of Guanxi within the proposed relationships. Based on the study’s findings, useful implications are provided for academics and practitioners regarding sustained restaurant businesses.

Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector

Purpose

The main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and access to service on customer satisfaction in the private banking sector of Bangladesh. The research also investigates the relationship between customer satisfaction and loyalty and effect of demographic variables on customer satisfaction.

Design/methodology/approach

The researchers distributed 320 self-administered survey questionnaires among private banks' customers in Bangladesh and obtained 200 useable responses with a 62.5% valid response rate. The research data were analysed using confirmatory factor analysis (CFA) and structural equation modelling (SEM) approaches. Analysis of variance and logistic regression have also been used to obtain the supplementary findings.

Findings

The research findings indicate that visibility, responsiveness and employee commitment have positive and significant effect on customer satisfaction, whereas reliability and access to service are found to have insignificant influence on customer satisfaction of private banking services. The findings of this study also revealed that customer satisfaction has positive and significant relationship with customer loyalty. But except respondents' occupation type, all other demographic variables have no statistically significant relation with customer satisfaction.

Research limitations/implications

The research focused solely on the private banking sector of Bangladesh, and thus the results may not be applicable to other service sectors.

Originality/value

This study conducted on customers' perception of private banking services is based on extended service quality dimensions and its relationship with customer satisfaction towards loyalty. The present research findings are anticipated to offer the guidelines for improving the customer satisfaction and loyalty of private banking services in Bangladesh as well as other countries.