The Effect of Bonding, Responsiveness and Communication on Customer Retention: The Mediating Role of Customer Satisfaction

Negassa, Gebeyehu Jalu; Japee, Gurudutta

doi:10.1080/15332667.2023.2191111

Cited by 6 publications

(2 citation statements)

References 37 publications

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“…The customer experience has become more of a journey than a single event, and businesses need to consider every stage of this journey if they are to successfully create a positive experience for consumers. Understanding the critical factors in this journey is increasingly becoming a concern of researchers [47,48].…”

Section: The Customer Journeymentioning

confidence: 99%

Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia

Mutambik

2023

Sustainability

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The concept of open banking has emerged only recently within the fintech sector, and it is rapidly becoming popular in many regions across the world. Currently, there are very few studies on the relationship between customer experience and intention to use fintech apps, none of which focus on open banking. This relationship is significant for a number of reasons, one of which is the emerging importance of the connection between fintech and an environmentally sustainable economy. This paper seeks to add to our understanding of the factors that shape the customer experience and that determine loyalty levels toward open banking brands and apps. We propose a model in which a number (six) of affective and cognitive factors influence customer experience, which ultimately determines loyalty intention. The model is tested using data collected via a quantitative (survey) methodology involving open banking users in Saudi Arabia. The results show that customer experience is affected by all of the proposed factors (ease of use, perceived value, quality of support, reliability, perceived risk and ability to innovate). These factors, in turn, actively influence the level of customer loyalty. The study contributes to the current literature by identifying the various cognitive and affective determinants of customer experience, which therefore influences loyalty intention in open banking, and provides valuable insights into how both new and established brands should integrate customer experience into promotional and development strategies.

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Section: The Customer Journeymentioning

confidence: 99%

Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia

Mutambik

2023

Sustainability

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“…The use of discriminant validity ensures that each item used to measure a construct is distinct [72]. The low association between the relevant measure and the measurements of other constructs serves as evidence [74]. The reliability of the discriminant was examined using the average variance extracted (AVE).…”

Section: Measures Of Discriminant Validitymentioning

confidence: 99%

Investigating the Effect of Green Brand Innovation and Green Perceived Value on Green Brand Loyalty: Examining the Moderating Role of Green Knowledge

Jalu,

Dasalegn,

Japee

et al. 2023

Sustainability

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The numerous organisations voicing their concerns show that concern for the environment has increased compared to earlier times. This study aims to investigate the relationship between green brand innovation and green perceived value, along with its impact on green brand loyalty within the Ethiopian banking sector. Based upon previous research, this study delves into the distinctions between innovation and innovativeness, exploring their respective influences on brand loyalty. Additionally, this study introduces the roles of green perceived value as a mediator and consumer green knowledge as a moderator in shaping green brand loyalty. To assess the conceptual model, a survey was conducted using convenience sampling among 600 customers using internet banking services across nine reputable banks. This approach aimed to capture a representative sample for the conceptual model. Subsequently, data analysis was performed using a structural equation model (SEM). The results indicated that consumers’ perceptions of green value have indirect effects on green brand loyalty and direct effects on green brand innovation. In addition, green knowledge moderates the relationship between green brand innovation and green perceived value in a significant way. Therefore, in order to increase customer loyalty to green brand innovations, organisations should focus on improving consumers’ environmental literacy and cultivating positive attitudes towards green businesses.

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Does enduring brand loyalty in mobile financial service platforms require strong commitment? A stimulus-organism-response (SOR) perspective

Saha,

Ali

2024

J Financ Serv Mark

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The Effect of Bonding, Responsiveness and Communication on Customer Retention: The Mediating Role of Customer Satisfaction

Cited by 6 publications

References 37 publications

Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia

Customer Experience in Open Banking and How It Affects Loyalty Intention: A Study from Saudi Arabia

Investigating the Effect of Green Brand Innovation and Green Perceived Value on Green Brand Loyalty: Examining the Moderating Role of Green Knowledge

Does enduring brand loyalty in mobile financial service platforms require strong commitment? A stimulus-organism-response (SOR) perspective

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