Functional Characteristics Of Banking Websites And Customer Loyalty: The Mediating Role Of Online Trust

Berraies, Sarra; Chtioui, Rachèd; Yahia, Karim Ben

doi:10.19030/jabr.v31i3.9246

Cited by 13 publications

(15 citation statements)

References 45 publications

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“…In a banking environment characterized by deep changes such as globalization, tough competition, financial crisis, development of information and communication technologies (ICTs) and shift in customers' expectations, banks have to diversify the services they offer to customers, in particular by taking advantage of technologies that will help facilitate interactions with them (Berraies et al, 2015).…”

Section: Introductionmentioning

confidence: 99%

Identifying the effects of perceived values of mobile banking applications on customers

Berraies

Yahia

Hannachi

2017

IJBM

Self Cite

118

107

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Purpose The purpose of this paper is twofold: first, the authors empirically examine the effect of the perceived values of mobile banking (MB) applications on customers’ e-trust, e-satisfaction and e-loyalty and second, the authors investigate the moderating role of customers’ age in the relationship between perceived value of MB and e-trust. Design/methodology/approach A survey was conducted on a sample of 361 Tunisian banks’ customers using mobile applications. Structural equation modeling method was performed to test the research hypotheses. Findings The results of this research revealed that quality, price and emotional perceived values’ dimensions of MB applications are predictors of customers’ e-trust. Within this spectrum, age acts as a moderator in these latter relationships. Findings also suggested that e-trust has positive effects on e-satisfaction and e-loyalty. Practical implications This paper presented a reading grid for bank marketers allowing them to identify the levers they must focus their efforts on so as to retain the customers using MB applications. It also permits them to identify the needs and values of three generation of customers, namely baby boomers, generation X and generation Y, so that they can offer better services for each group. Originality/value This paper sheds light on an innovative and unexplored topic in the literature. The authors broaden understanding of the relationship between the perceived values of MB applications, e-loyalty, e-trust and e-satisfaction. Research devoted to investigate these different links through an integrative model does exist, yet embryonic. This study also highlights differences between three group of customer, namely baby boomers, generation X and generation Y in terms of perceived values that builds their trust in the context of MB applications use.

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Section: Introductionmentioning

confidence: 99%

Identifying the effects of perceived values of mobile banking applications on customers

Berraies

Yahia

Hannachi

2017

IJBM

Self Cite

118

107

View full text Add to dashboard Cite

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“…In this sense, this concept was defined according to two main approaches. In the first approach, which is structural in nature, it refers to a strategic management practice that encourages autonomy, initiative, power decentralization and employees' accountability (Berraies et al, 2015). In the second approach, psychological in nature, this concept reflects the way in which this practice is perceived by employees (Thomas and Velthouse, 1990).…”

Section: Theoretical Background and Hypotheses 21 Cce' Empowermentmentioning

confidence: 99%

“…For many researchers (Berraies et al, 2014;Bowen and Lawler, 1992), empowerment promotes employees' autonomy and initiative, motivates them and fills their intrinsic needs. This practice boosts their organizational commitment and makes them Customercontact employees more willing to provide more efforts in order to offer better quality service to customers (Berraies et al, 2015), thereby improving CS and CL. Because of the autonomy left to employees, they are likely to be more motivated and able to explore new ways of doing things.…”

Section: Effect Of the Cce' Empowerment On The CLmentioning

confidence: 99%

“…Finally, some authors highlighted the contribution of employees' empowerment to service quality (Alabar and Abubakar, 2013;Jauhari et al, 2017) and CS (Ongori, 2009;Proenca et al, 2017). These variables are considered catalysts for CL (Berraies et al, 2015). Empowered CCE tend to have good relationships with customers, can absorb valuable customer knowledge which can be integrated into new personalized products or services that correspond to the real needs of customers and improving their loyalty toward banks ( Jamal and Naser, 2002).…”

Section: Effect Of the Cce' Empowerment On The CLmentioning

confidence: 99%

“…In particular, in an increasingly digitally world, the use of new technologies such as mobile banking or internet banking is a key factor for banks to respond to changing customers' needs and to improve their relationships with them. Indeed, by embracing these new digital technologies, banks can offer a broad range of personalized services online, interact in real time with customers (Berraies et al, 2015) and offer them the possibility "to bank virtually, anytime, anywhere" (Kiesnoski, 2000). They can also obtain valuable feedbacks, which in turn can be used to improve service quality and to retain customers (Lopez et al, 2006).…”

Section: Customercontact Employeesmentioning

confidence: 99%

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Customer-contact employees’ empowerment and customer performance

Berraies

Chtioui

Chaher

2019

IJPPM

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Purpose The purpose of this paper is to explore the relationship between the customer-contact employees’ (CCE) empowerment and customer performance indicators, namely, perceived service quality (PSQ), customer satisfaction (CS), customer loyalty (CL) and word-of-mouth (WOM). The authors deepen the analysis by highlighting the mediating role of the dimensions of the customer relationship management (CRM) effectiveness in this link. The authors also investigate links between customer performance indicators. Design/methodology/approach An empirical study was carried out on the basis of a questionnaire administrated to a sample of 215 Tunisian bank CCE and 516 customers. Data analysis was performed using the structural equation modeling method. Findings Findings reveal that the CCE’ empowerment contributes to PSQ, CS and all the dimensions of CRM effectiveness which in turn are key factors of customer performance. This research also outlines the mediating role of two dimensions of the CRM effectiveness, namely, organizational commitment and customer experience between CCE’ empowerment and PSQ and CS, respectively. In addition, the study highlights that PSQ improves CS which is positively linked to CL. Finally, loyal customers tend to generate positive WOM. Originality/value Few studies have investigated the effects of the CCE’ empowerment on PSQ, CS, CL and positive WOM, especially in the banking sector. This research fills this gap by highlighting the mediating role of the dimensions of the CRM effectiveness in these links. This paper offers interesting insights to bankers by providing them with tools to improve their customers’ relationship. In this sense, banks must bet on the proximity of the CCE as a key asset that allows creating a real sense of closeness with customers and offers lighting to banks on how to create customized marketing approaches to ensure customer performance.

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Antecedents of trust and customer loyalty in online shopping: The moderating effects of online shopping experience and e-shopping spending

Mofokeng

2023

Heliyon

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Functional Characteristics Of Banking Websites And Customer Loyalty: The Mediating Role Of Online Trust

Cited by 13 publications

References 45 publications

Identifying the effects of perceived values of mobile banking applications on customers

Identifying the effects of perceived values of mobile banking applications on customers

Customer-contact employees’ empowerment and customer performance

Antecedents of trust and customer loyalty in online shopping: The moderating effects of online shopping experience and e-shopping spending

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