Competitiveness vis-à-vis service quality as drivers of customer loyalty mediated by perceptions of regulation and stability in steady and volatile markets

Baumann, Chris; Hoadley, Susan; Hamin, Hamin; Nugraha, Albert Kriestian Novi Adhi

doi:10.1016/j.jretconser.2016.12.005

Cited by 87 publications

(54 citation statements)

References 53 publications

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“…Pricing, bank charges, and interest policy are considered factors that have turned out to be rather insignificant determinants of customer satisfaction. This is in conformity with previous findings that stated there is a positive relationship between the financial aspect and customer satisfaction [33,58,59]. To a certain extent, this can be attributed to the fact that the standardized regulations laid down by the Central Bank of Jordan are followed by these banks.…”

Section: Financial Aspect Positively Influences Customer Satisfactionsupporting

confidence: 92%

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

et al. 2019

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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.

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Section: Financial Aspect Positively Influences Customer Satisfactionsupporting

confidence: 92%

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

et al. 2019

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“…Thus the satisfaction perceived by customers in all bank categories has an impact on (1) saying good things about the bank to others, (2) bank employees give a good impression and a good image of the bank and actively promote bank products and services, (3) encouraging friends and families to use bank products / services. All the results of this study support the results of previous research conducted by Mosahab et al (2010), Su et al (2017), Baumann et al (2017), Ahrholdt et al (2017) and Khoo et al (2017) that satisfaction has a significant effect on loyalty.…”

Section: Resultssupporting

confidence: 90%

Benefits sought, service quality, and their relationship with satisfaction and loyalty of banking customers in Indonesia

Harsono¹

2019

Int. j. adv. appl. sci.

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The competition between banks needs to question: What is the reason someone becomes a bank customer? Whether for safeguards, security, investment or speculation or because of many other factors, such as comfort, benefits, personal relationships, and many other motives. The purpose of this study is to analyze: The effect of satisfaction on loyalty, the effect of satisfaction on loyalty depends on the quality of service and the benefits sought, and find out the differences in customers of commercial banks, Islamic banks, regional development banks, and rural banks. This study involved 442 respondents of banking customers. Data collection was carried out using a questionnaire. Data analysis was performed by applying the structural equation modeling method. The findings of this study support all the hypotheses that satisfaction has a positive and significant effect on customer loyalty for all categories of banks but do not support the hypothesis that the effect of satisfaction on customer loyalty depends on the quality of service and the benefits sought for all banks category. There is no difference in customers from all bank categories. The practical implication is that the concepts of satisfaction and loyalty do not depend on the benefits sought and the quality of service, but both are antecedents of customer satisfaction. The originality of this research is the first study that makes the benefits sought and service quality a moderating factor in the relationship between satisfaction and loyalty in various bank categories. This study proves that the benefits sought and service quality do not strengthen or weaken the relationship between satisfaction and loyalty, and there are no differences in the various bank categories.

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“…The Customer Loyalty Theory [20] is also a fundamental theory in economical and marketing studies. The aforementioned theories have been used a basic research tool in numerous scientific publications the last 30 years [18,19,21,22,24,25]. The Radical Collaborative Approach [26] on the other hand is one, maybe the first, theory that provides a theoretical basis in the field of online participatory platforms.…”

Section: Research Modelmentioning

confidence: 99%

“…Within the context of active user participation in cultural heritage digital platforms, various well-known theories from economic, social and information technology studies can help us to examine the factors that influence end users personally and socially. Examples of such theories are the Social Identity Theory (SIT) [17][18][19], the Customer Loyalty Theory (CLT) [20][21][22], the Social Cognitive Theory (SCT) [23][24][25] and the Radical Collaborative Approach (RCA) [26]. However, research regarding the factors which contribute to personal and social acceptance from using participatory platforms in cultural heritage domain is still limited.…”

Section: Introductionmentioning

confidence: 99%

Evaluating the Usability and the Personal and Social Acceptance of a Participatory Digital Platform for Cultural Heritage

Koukopoulos

2018

Heritage

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Nowadays, through the Internet, cultural heritage reaches broader audiences via digital platforms that manage and disseminate cultural content formulating a common sense in societies and supporting society's cohesion. Various cultural heritage digital platforms embraced the idea of user participation in contributing cultural content. In this work, we evaluate the usability and the personal and social acceptance of a specific participatory platform (Culture Gate) that manages, disseminates and exploits cultural content and services. We associate platform usability with the level of engagement platform's content and services bring on users. Personal acceptance is related to specific factors like the users' disposal to disseminate and exploit platform content and services or to actively participate in a digital community. We relate social acceptance to specific factors like the promotion of users' responsibility towards the online community and the society, the support of intergenerational dialogue and the amplification of a user's sense of belonging to a society. Evaluation methodology applies a research model based on hypotheses, deriving from the ideas of widely accepted sociological and economic theories, which reflect each of the aforementioned factors. Evaluation results suggest that the test-bed platform is considered usable and acceptable, in a personal and social level, by the users.

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Competitiveness vis-à-vis service quality as drivers of customer loyalty mediated by perceptions of regulation and stability in steady and volatile markets

Cited by 87 publications

References 53 publications

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

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

Benefits sought, service quality, and their relationship with satisfaction and loyalty of banking customers in Indonesia

Evaluating the Usability and the Personal and Social Acceptance of a Participatory Digital Platform for Cultural Heritage

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