Customer perception of service quality and perceived price and fairness: a comparison between public and new private sector banks

Kaura, Vinita; Prasad, Chalasani S. Durga; Sharma, Sourabh

doi:10.1080/0965254x.2013.804859

Cited by 5 publications

(3 citation statements)

References 19 publications

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“…This is surprising, given the central role that price plays in business customers’ selection of a bank and the complexity of pricing structures in the banking industry. This complexity results in reasonability, transparency and fairness in banks’ service charges being major issues for customers in this industry (Kaura et al , 2014; Kaura et al , 2013). However, little attention has been paid to analyzing how business customers’ perceptions of price fairness might shape their perceived value, with almost no studies specifically investigating it within a micro-enterprise banking environment.…”

Section: Introductionmentioning

confidence: 99%

Perceived price and service quality as mediators between price fairness and perceived value in business banking relationships

Zietsman

Mostert

Svensson

2019

IJBM

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Purpose-To test perceived price and service quality as mediators between price fairness and perceived value in service encounters between micro-enterprises and their banks. Design/methodology/approach-The study is based on a self-administered and internetbased questionnaire conducted in the banking industry. The sample consists of 381 microenterprises in South Africa that employ one or two staff members. Findings-Provides evidence for both theory and practice that perceived price and service quality influence the relationship between business banking customers' perception of price fairness and the value of the service offered. Research limitations/implications-The measurement and structural properties reported are satisfactory. Confirms the hypothesized relationships in the tested research model, and rejects a tested rival model. Limitations are reported, and suggestions for further research are provided. Managerial implications-Offers banking executives guidance in managing the pricing structure of their services, and highlights the value of offering greater transparency with regards to service charges and interest rates. Originality/value-Contributes to insights into the mediating effects of perceived price and service quality between price fairness and perceived value in business relationships between micro-enterprises and their banks.

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Section: Introductionmentioning

confidence: 99%

Perceived price and service quality as mediators between price fairness and perceived value in business banking relationships

Zietsman

Mostert

Svensson

2019

IJBM

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“…Also, lodging listings should produce the perception that the accommodation is a good value for the price paid, liking and creating positive feelings prior, during and after the consumption emphasizing the importance of the role played by the feelings (Lien et al , 2015; Moliner et al , 2007; Sanchez et al , 2006). Perceived lodging price is the second most influential determinant of purchase intentions in this research and delivering the perception that the lodging price is appropriate in relation to what they get for their money as well as reasonable and affordable prices can create the impression that the price falls into the acceptable price range and influences purchase intentions positively (Lien et al , 2015; Kaura et al , 2013; Zielke, 2010). This result is not surprising because the majority of participants have a medium personal income (54.4 percent), while very low and low personal incomes represent 26.3 percent.…”

Section: Discussionmentioning

confidence: 80%

“…Perceived lodging price construct is made up of five items (PP1–PP5). These items were selected from Lien et al (2015), Kaura et al (2013) and Zielke (2010), estimating customers’ perception of lodging prices whether the price is inexpensive, reasonable, affordable, appropriate and cheaper than other travel websites.…”

Section: Methodsmentioning

confidence: 99%

Sharing economy and the lodging websites

Nisar

Hajli

Prabhakar

et al. 2019

ITP

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Purpose The purpose of this paper is to understand the main determinants that affect accommodation purchase intentions through lodging websites in sharing economy context. This industry differs from the hotel industry because it is a community marketplace with a growing community of users where renters can monetize their extra space and list their properties to an audience of millions while travelers can find unique accommodation at any price point. Design/methodology/approach The authors examine factors such as perceived lodging value, perceived lodging price, lodging information, online lodging reviews, trust with the host, website usability and perceived privacy/security of the website, and measure their relationships with purchase intentions. Based on an online survey data, the structural model test outcomes explain the direct effect of the exogenous variables on purchase intentions and the mediating effect of perceived lodging value between perceived lodging price and purchase intentions. Findings The study demonstrates that the six latent factors and proposed associations have positive effects on purchase intentions. Thus, enterprises operating in the online lodging industry should consider these elements as key antecedents of lodging purchase intentions. Originality/value Lodging websites operate in a highly competitive market where they have to compete with hotel operators, hostels, bed and breakfasts and hotel comparison websites in current sharing economy. In addition, consumers usually spend a great deal of time and effort on online pre-purchase evaluation because of the ease of the information gathering process where consumers can find a wide variety of options online. Therefore, understanding the drivers that convert browsers into renters is a topic of great interest among marketing managers in the current sharing economy context.

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Measuring price fairness and its impact on consumers’ trust and switching intentions in microfinance institutions

et al. 2021

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Although price fairness has been intensively studied for decades, the measurement of its multidimensionality has not yet reached any consensus. Its impact on consumers' trust and switching intentions in financial institutions has been less frequently analysed. This paper fills both gaps and has two objectives. First, it aims to develop a reliable and valid measurement scale for price fairness in microfinance. Second, following the equity and social exchange theories, it tests the impact of price fairness on consumers' trust and switching intentions. Data were collected from 324 customers in six microfinance institutions (MFIs) in Bukavu, Democratic Republic of the Congo, and tested using exploratory and confirmatory factor analyses, as well as structural equation modelling. The results confirm that price fairness is a multidimensional construct with six dimensions, revealing that the construct has not been comprehensively captured in prior research. Furthermore, findings suggest that price fairness significantly affects customer trust and satisfaction, and that both variables mediate the relationship between price fairness and customer switching intentions. These results confer a strategic role of price fairness, trust and switching intention in the microfinance industry, which is currently subject to customer sensitivity to interest rates and mistrust towards MFIs.

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Customer perception of service quality and perceived price and fairness: a comparison between public and new private sector banks

Cited by 5 publications

References 19 publications

Perceived price and service quality as mediators between price fairness and perceived value in business banking relationships

Perceived price and service quality as mediators between price fairness and perceived value in business banking relationships

Sharing economy and the lodging websites

Measuring price fairness and its impact on consumers’ trust and switching intentions in microfinance institutions

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