Assessing the Effects of Service Quality, Experience Value, Relationship Quality on Behavioral Intentions

This study examines the relationships and the impacts of service quality, customer satisfaction and switching costs on customer loyalty of e-banking in commercial banks. This study uses questionnaires with 7-point Likert scale to collect data from 227 e-banking users, who are mainly students and paid employees in Hanoi City, Vietnam. The collected data are analyzed by using multivariate linear regression method. The results show that all five factors of service quality in e-banking-reliability, responsiveness, service capacity, empathy and tangibilityhave positive correlations with customer satisfaction. Among these determinants, service capacity and tangibility have the strongest impact. It means that, by increasing the quality of their services through five above factors, especially through improving capacity and tangibility, commercial banks can satisfy their customer better. In addition, customer satisfaction is strongly and positively correlated to customer loyalty. It means that, if customers are satisfied with e-banking services of one bank, they not only continue to do more businesses with this bank, but also recommend this bank to other people. Lastly, customer loyalty also has a strong and positive correlation with switching costs, which means customers tend to be loyal to one bank if the barriers to switching banks increase.

Section: Discussionmentioning

confidence: 87%

Impact of Service Quality, Customer Satisfaction and Switching Costs on Customer Loyalty

NGUYEN¹,

PHAM²,

Tran³

et al. 2020

“…Thus, behavioral intentions are important indicators for management to understand whether customers would remain with or defect from the company. Relationship quality also affects experience and behavior intentions significantly (Tran, 2020). The results of previous studies indicate that the frequency of technology use reduces the impact of behavioral intentions on future technology use (Al-Rahmi et al, 2019).…”

Section: Behavioral Intentionsmentioning

confidence: 94%

The Role of Facilitating Conditions and User Habits: A Case of Indonesian Online Learning Platform

Harja¹,

Ambarwati²

2020

The study examines the role of facilitating conditions and user habits in the use of technology in Online Learning Platform (OLP) in Indonesia. The adoption of online learning, persistence, and learning results in online platforms is essential for ensuring that education technology is implemented and gets as much value as possible. People who use technology and systems will embrace new technologies even more. This quantitative study is based on a survey of 254 respondents, who were active users of the technology, and considers the facilitating conditions and user habits variables. Two research hypotheses were tested using the Partial Least Square-Structural Equation Modeling method. Cronbach's Alpha, path coefficient, AVE, R-square, T-test were applied. The results showed that the factors significantly influence the Online Learning Platform technology behavioral intention. This impact is primarily associated with the availability of the resources required to use OLP technology. The availability of these resources includes supporting infrastructures such as widespread Internet access, easy access to mobile devices, and file sizes that affect access speed. The findings of this study suggest that it is necessary to introduce and increase the availability of resources for using OLP technology, and familiarize people with the technology features.

“…quality might trigger business performance by retaining and acquiring customer base (Tran, 2020). Simultaneously, the banking sector has increasingly paid attention to quality of service as well as strived to reach high level of service to satisfy the clients (Titko et al, 2013).…”

mentioning

confidence: 99%

Investigating the Effect of Service Quality on Bank Customers’ Satisfaction in Bangladesh

RAHAMAN¹,

Ali²,

Zhang³

et al. 2020

In this competitive era, it has become a prerequisite for the financial firms providing banking services to understand and meet the customers' needs and demands to remain competitive in today's market environment. Without satisfying the customers, banking business cannot stand alone. To satisfy customers, it is often recommended to provide better quality banking services to the bank customers. Providing quality banking services has become a prime strategic tool for the banking sector nowadays. Therefore, the study investigates the effect of various dimensions of service quality of banking service on customer satisfaction in a developing country, Bangladesh. A total of 212 walking Bangladeshi banking customers participated in this research. A structured questionnaire was developed based on past research. SPSS is utilized for analysis and Likert scale was used in this study. Internal consistency of all items was found correct and a total of seven hypotheses were proposed. For testing, a 5% significance level is considered for acceptance of hypothesis. The findings show that, except employee competency, all other variables such as reliability, assurance, tangibles, responsiveness, empathy, and access to service have positive influence on customer satisfaction. The study provides policy implications for the management boards of the banking sectors.