External information search for banking services

Heaney, Joo-Gim; Goldsmith, Ronald E.

doi:10.1108/02652329910305670

Cited by 35 publications

(23 citation statements)

References 38 publications

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“…Many benefits such as customer service, competitive advantage, lower costs, functionality, multi-country needs, scalability, expanded capacity, and facilitating operational change can form the perception of the customer towards the services or products offered. However, Heaney and Goldsmith (1999) found that there is a positive relationship between perceived benefit and information search for banking services. This is so since the consumers search for more information when they perceive the benefits that can be obtained from the offered services.…”

Section: Service Quality and Perceived Benefit With Smes Owners' Satimentioning

confidence: 94%

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The Role of the Perceived Benefits on the Relationship between Service Quality and Customer Satisfaction: A Study on the Islamic Microfinance and SMEs in Yemen Using PLS Approach

Fararah¹,

Al‐Swidi²

2013

ASS

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This study aims to examine the effect of Service Quality on the satisfaction of the SMEs owners on the Islamic Microfinance Products. Due to the increasing importance of Islamic banking and financing system, the concern is to what extent this system can satisfy the consumers and contributes to the overall economic development. The model of this study was developed to examine the effectiveness of Islamic banking and financing system. To test the hypothesized model, the data were collected from the SMEs owners in Yemen through a self-administered questionnaire. Out of 250 distributed questionnaires, 151 were returned and were used for data analysis. The results of this study shown the significant effect of Service Quality on the SMEs owners' satisfaction and the perceived benefits obtained through their dealing with Islamic Microfinance system. In addition, the results of this study confirmed that the perceived benefit partially mediates the relationship between Service Quality and SMEs owners' satisfaction. However, the moderating effect of perceived benefits on the relationship between service quality and satisfaction was not confirmed.

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Section: Service Quality and Perceived Benefit With Smes Owners' Satimentioning

confidence: 94%

“…However, the deployed measure used in this study was adapted from the measures used by Heaney and Goldsmith (1999). Six items constitute the measure of the perceived benefits.…”

Section: Perceived Benefitsmentioning

confidence: 99%

The Role of the Perceived Benefits on the Relationship between Service Quality and Customer Satisfaction: A Study on the Islamic Microfinance and SMEs in Yemen Using PLS Approach

Fararah¹,

Al‐Swidi²

2013

ASS

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“…Search Effort I searched for a lot of information. (Heaney & Goldsmith, 1999) I used many information cues.…”

Section: Product Involvementmentioning

confidence: 99%

Consumers' Online Information Search: Gen Yers' Finding Needles in the Internet Haystack

Maity

Hsu

Pelton

2012

Journal of Marketing Channels

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There exists a paucity of research attention afforded to understanding consumer information search behavior on the Internet, vis-a-vis existing information search models such as an interactive, consumer experience in the offline realm. Thus, the present study investigates whether the factors inculcated within traditional cognitive processing models remain significant in the online information setting. Grounded in the contributions of Punj and Staelin (1983) and Srinivasan and Ratchford (1991) in the context of offline information search, this study proffers an empirical model of consumer online information. The empirical findings reveal that Perceived Risk and Perceived Cost do not significantly contribute to the consumer online information Search Effort. Rather, both of these conventional antecedents and Enjoyment significantly impact the satisfaction of young consumers' online information search endeavors. We recommend further studies to examine consumer information search behavior in other contexts (e.g., mobile phones) across countries. to a great extent due to the Internet's role as a powerful information search vehicle (e.g., Rowley, 2000) and its information-intensive nature (Bakos, 1997;Ward & Ostrom, 2003). Although consumer information search has been investigated over the past decades, consumers' experiential factors affecting information search in the online context, especially with respect to its comparability to offline attempts, calls for greater research attention. In fact, Cheung, Chan, and Limayem (2005) suggest that further conceptual understanding on the significant differences between offline and online consumer behaviors is needed. The majority of recent online consumer behavior studies investigate issues that include website-specific factors that affect consumer information search and e-

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“…Information search is influenced by numerous variables and researchers have studied a large number of them. Still, there have been few attempts to develop a model of external information search (Heaney & Goldsmith, 1999;Schmidt & Spreng, 1996). Schmidt and Spreng (1996) (Guo, 2001).…”

Section: Variables Influencing Information Searchmentioning

confidence: 99%

Information search behaviour of service consumers: Review and future directions

Medhavi¹

2015

Mark. Rev.

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Though a series of articles have appeared in journals investigating information search behaviour, there has been no systematic review of literature which draws attention to the variables studied and their relationship with information search in services. To fill this gap, this study aims to review the research that has investigated factors influencing the external information search behaviour in the domain of services and to accentuate the important yet less studied factors. The review also aims to draw attention to the contrary findings in literature and proffer future research propositions. A detailed search for literature was conducted using different databases with different keywords. The variables affecting information search were classified into four categories, namely, behavioural factors, personal factors, product/service factors and situational factors, and it was found that a few factors need more focus by researchers. A set of propositions for future research has been offered.

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External information search for banking services

Cited by 35 publications

References 38 publications

The Role of the Perceived Benefits on the Relationship between Service Quality and Customer Satisfaction: A Study on the Islamic Microfinance and SMEs in Yemen Using PLS Approach

The Role of the Perceived Benefits on the Relationship between Service Quality and Customer Satisfaction: A Study on the Islamic Microfinance and SMEs in Yemen Using PLS Approach

Consumers' Online Information Search: Gen Yers' Finding Needles in the Internet Haystack

Information search behaviour of service consumers: Review and future directions

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