M-shopping service quality dimensions and their effects on customer trust and loyalty: an empirical study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ruoqing Zhang ◽  
Minjoon Jun ◽  
Sergio Palacios
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Perceived Risk ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Trust

PurposeThe present study seeks to identify the salient mobile shopping (m-shopping) service quality dimensions as perceived by mobile shoppers (m-shoppers) and examines the linkages between the derived m-shopping service quality dimensions, customer trust and customer loyalty.Design/methodology/approachThe research instrument is developed based upon the mostly validated measures of prior studies. A pretest of the questionnaire is conducted to assess the content validity of the measurement scales. An online survey is used to collect the required data. We employ structural equation modeling (SEM) to analyze data collected from 286 m-shoppers.FindingsWe identify five key m-shopping service quality dimensions: responsiveness, personalization, ease of use, aesthetics and perceived risk based on an extensive review of relevant literature. The SEM results show that all the five m-shopping service quality dimensions significantly impact, directly and/or indirectly, customer loyalty. Moreover, the results show that trust plays a partial mediating role in the effects of responsiveness and personalization on loyalty; a full mediating role in the effects of aesthetics and perceived risk on loyalty and no mediating role in the effect of ease of use on loyalty.Practical implicationsMobile retailers (m-retailers) can use the quality measurement tool developed in this study to detect service quality weaknesses and strengths. Based on their quality assessment, m-retailers can effectively allocate corporate resources to the important service quality attributes uncovered by this study, thereby improving their overall service quality performance and in turn expanding their loyal customer base.Originality/valuePrior studies have demonstrated that service quality and customer trust play a pivotal role in enhancing customer loyalty in both offline and online settings. Unfortunately, no research has empirically examined the relationships between service quality dimensions, trust and loyalty in the context of m-shopping. Therefore, a major contribution of this study is to address this research gap and add knowledge to the limited body of post-adoption m-shopping research.

Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price

2018 ◽  
Vol 36 (1) ◽  
pp. 68-88 ◽  
Author(s):  
Bedman Narteh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Survey Methodology ◽  
Equation Modeling ◽  
Content Type ◽  
Bank Managers ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retail Banks

Purpose Various models and scales exist in the literature to measure retail bank service quality without any attempt at integrating them and the moderators have often been under explored. The purpose of this paper is to integrate the SERVQUAL and BSQ models and moderated the resulting scale with price in order to examine service quality and customer satisfaction with retail bank services in Ghana. Design/methodology/approach The study is quantitative and the survey methodology was used to collect data from 560 retail bank customers. The result was analyzed through structural equation modeling. Findings The study provides an expanded model for measuring retail bank service quality as seven of the eight latent constructs emerged as service quality dimensions when moderated with price. It is significant to also note that five of the constructs – tangibles, reliability, assurance, empathy and price – from the direct relationship emerged as the dimensions of retail bank service quality that positively and significantly predicted customer satisfaction. Practical implications The study provides insight into customer behavior with the quality of retail bank services in Ghana. The resulting broader dimensions provide an integrated and expanded model as well as pointers to bank managers on service quality and customer satisfaction cues to enable them attract, serve and retain customers. Originality/value The study is the first of its kind to integrate two of the popular models to measure retail bank service quality and to use price as a moderator of this relationship. The resulting scale, which comprised of variables from the two models, provides support for the approach used in the current study.

Quality and image of banking services: a comparative study of conventional and Islamic banks

2017 ◽  
Vol 35 (6) ◽  
pp. 878-902 ◽  
Author(s):  
Md Abu Saleh ◽  
Ali Quazi ◽  
Byron Keating ◽  
Sanjaya S. Gaur
Keyword(s):  
Service Quality ◽  
Emerging Market ◽  
Equation Modeling ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Banking Services ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Conventional Banks

Purpose Bank customers’ perceptions of service quality and service image of Islamic banks may differ from those of conventional banks. The purpose of this paper is to examine the differing perceptions of customers of Islamic and conventional banking systems in an emerging market, which has rarely been addressed and adds to the body of knowledge on this topic. This study also re-examines the SERVQUAL model of customer banking services to measure their impact on customer satisfaction and loyalty. Design/methodology/approach The study uses responses from a randomly drawn sample of 229 customers from conventional banks and 225 customers from Islamic banks operating in Bangladesh using a structured questionnaire. SPSS and structural equation modeling techniques were employed as statistical tools for data analysis. Findings Overall, the examined service quality dimensions wield varying effects on client satisfaction mediated through the perceived image of banking services. Islamic bank customers’ perceptions of the level of reliability, responsiveness, security and reputation were significantly higher than those of conventional banks. Research limitations/implications This study enhances our understanding of how Islamic banking practices differ from those of conventional banking in terms of service quality and image-related factors. More specifically, the findings of this research explain consumers’ perceived assessment of satisfaction and loyalty in a comparative research setting. Originality/value No prior studies have addressed the impact of the individual service quality dimensions on image factors in the context of conventional and Islamic banking in an emerging market, Bangladesh.

Customer participation in online co-creation experience: the role of e-service quality

2015 ◽  
Vol 9 (4) ◽  
pp. 313-336 ◽  
Author(s):  
Tamer H. Elsharnouby ◽  
Abeer A. Mahrous
Keyword(s):  
Service Quality ◽  
Web Site ◽  
Emerging Market ◽  
Customer Participation ◽  
Equation Modeling ◽  
Willingness To Participate ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Web

Purpose – This exploratory paper aims to extend the research on customer co-creation behavior into an emerging market. To this end, it empirically examines the influence of e-service quality dimensions on customers’ willingness to participate in online co-creation experience, in conjunction with customer attitude and intention. Design/methodology/approach – Data from a sample of 215 customers from the Egyptian telecommunication sector were collected and analyzed using structural equation modeling technique. Findings – The findings suggest that, although five e-service quality dimensions (efficiency, system availability, privacy, responsiveness and compensation) affect the attitude toward the Web site, another set of the dimensions (efficiency, fulfillment, compensation and contact) affects customers’ willingness to participate in the co-creation experience. The findings also support that customers’ attitudes toward the Web site affect the intention to use the Web site, which, in turn, affects customers’ willingness to participate in the online co-creation experience. Practical implications – In their move toward mass customization, companies face the challenge of engaging a huge number of users. Deep and engaging interactions with customers could be one of the differentiators a company might cultivate to serve the market better. Thus, online co-creation activities might broaden the horizon for a cost-effective approach striving for close ties and a high level of customer engagement. Originality/value – Despite the intensive use of the Internet in distributing e-services, little attention has been paid thus far to extend e-service quality models to incorporate customer participation in the online co-creation experience. In particular, this exploratory study identifies the important dimensions of e-service quality that influences customers’ willingness to participate in the online co-creation experience.

An examination of the online service-profit chain

2015 ◽  
Vol 43 (8) ◽  
pp. 727-751 ◽  
Author(s):  
Grégory Bressolles ◽  
Francois Durrieu ◽  
Kenneth R Deans
Keyword(s):  
Service Quality ◽  
Web Sites ◽  
Ease Of Use ◽  
Future Research ◽  
Content Type ◽  
Online Retailers ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Information Aesthetics ◽  
Service Profit Chain

Purpose – The purpose of this paper is to study the service-profit chain (SPC) on e-service quality dimensions, online customer value (CV) dimensions, e-satisfaction, and e-loyalty in an e-commerce context. Design/methodology/approach – A total of 2,813 internet customers filled in an online questionnaire after completing a specified task on one of 28 wine web sites from seven countries. Findings – The results highlight the impact of the dimensions of e-service quality (information, aesthetics, ease of use, security/privacy, and reliability) on the dimensions of online CV (functional, economic, and social value) as they affect e-satisfaction, which in turn influences e-loyalty. The results validate the SPC in an e-commerce context and also stress the partial mediating role of the dimensions of online CV between the dimensions of e-service quality and e-satisfaction. Research limitations/implications – The sample may not exactly match the customer profile of the web sites analyzed. In order to generalize the results, future research should replicate this study with a customer sample from each web site. Future research could also take into account other variables that may have an influence on the relationships identified. Additionally it would be interesting to replicate the study in other industries and undertake longitudinal studies in one or more industries. Practical implications – From a managerial point of view, online retailers, especially in the wine sector, can positively affect CV, satisfaction, and loyalty by focussing on information, aesthetics, ease of use, security/privacy, and reliability. Originality/value – This paper is the first to study the SPC by examining service quality dimensions, CV dimensions, satisfaction, and loyalty in an online context. It extends the knowledge of online retailing by validating the SPC on the dimensions of traditional service concepts, such as service quality and CV. The findings can assist online retailers to better understand the dynamics of online customer relationships and the implications for customer satisfaction and ultimately loyalty.

The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions

2020 ◽  
Vol 12 (3) ◽  
pp. 297-318 ◽  
Author(s):  
Neale Slack ◽  
Gurmeet Singh ◽  
Shavneet Sharma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Word Of Mouth ◽  
Price Sensitivity ◽  
Repurchase Intention ◽  
Content Type ◽  
Service Employees ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose This paper aims to examine the effect of service quality dimensions and customer satisfaction on customer repurchase intention, word-of-mouth, complaining behaviour and price sensitivity, as well as the effect of service quality dimensions on customer satisfaction. Design/methodology/approach A public intercept survey collected data from 480 supermarket customers. Statistical package for the social sciences was used to provide descriptive and inferential analysis. Findings Results reveal the predominance and magnitude of effect of empathy positively on customer satisfaction, customer repurchase intention and word-of-mouth, and negatively on customer complaining behaviour and price sensitivity. Customer satisfaction also significantly affects these customer loyalty and disloyalty dimensions. Research limitations/implications This research was conducted in the supermarket sector of only one country. Practical implications Insights have been provided to increase customer satisfaction and customer loyalty outcomes, and negate customer disloyalty outcomes, in the supermarket sector. Originality/value This study provides suggestions to supermarket executives regarding the significance of empathetic, customer-oriented behaviour by front-line supermarket service employees.

Interrelations of service quality and service loyalty dimensions in medical tourism

2015 ◽  
Vol 22 (1) ◽  
pp. 18-55 ◽  
Author(s):  
Bikash Ranjan Debata ◽  
Bhaswati Patnaik ◽  
Siba Sankar Mahapatra ◽  
Kumar Sree
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Medical Tourism ◽  
Equation Modeling ◽  
Content Type ◽  
Tourism Sector ◽  
Service Loyalty ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Tourism Service

Purpose – The purpose of this paper is to identify the dimensions of service quality as well as of service loyalty in the context of medical tourism. It seeks to demonstrate the conceptualization of medical tourism service loyalty (MTSL) construct. This research also attempts to examine the effect of service quality dimensions on service loyalty dimensions of medical tourism. Design/methodology/approach – The dimensions of service quality as well as of service loyalty are identified using an exploratory factor analysis. Next, the reliability and validity of the quality factors and loyalty factors are established through confirmatory factor analysis using AMOS 18.0 version. The related hypotheses are tested using structural equation modeling (SEM). Findings – The paper identifies eight-factor construct for medical tourism service quality and three-factor construct for MTSL. It is found that the treatment satisfaction dimension of service quality has positive and significant impact on MTSL. It is also observed that, overall, medical tourism service quality has positive impact on MTSL. Practical implications – These dimensions of service quality should be viewed as the levers of improving perceived service quality with respect to medical tourism. Examining the service quality dimensions’ impact on customer loyalty for medical tourism sector can offer the industry valuable insights regarding which aspects of the service to focus on in order to improve medical tourist’s satisfaction and loyalty toward the firms. Originality/value – This paper introduces the concept of service quality and service loyalty in medical tourism sector. In conceptualizing MTSL, the authors propose an integration of behavioral measures, attitudinal measures and cognitive measures. The interrelationship between the service quality construct and medical loyalty construct was established using SEM. This is useful for the healthcare manager to measure the medical tourist’s perceptions of service quality on these dimensions as related to medical tourism performance.

Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction

2015 ◽  
Vol 33 (4) ◽  
pp. 404-422 ◽  
Author(s):  
Vinita Kaura ◽  
Ch. S. Durga Prasad ◽  
Sourabh Sharma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Retail Banking ◽  
Content Type ◽  
Service Convenience ◽  
Perceived Price ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose – The purpose of this paper is to examine the extent to which service quality, perceived price and fairness and service convenience influence customer satisfaction and customer loyalty for Indian retail banking sector. It further explores the role of customer satisfaction as mediating variable between service quality dimensions, perceived price and fairness, service convenience dimensions and customer loyalty. Design/methodology/approach – A cross-sectional research on 445 retail banking customers through questionnaire is conducted. Population of study is valued retail urban customers of banks in Rajasthan, India, who frequently visit bank premises for transactions, have accounts in at least two banks and have availed of at least one information technology-based services. Responses are analyzed using factor analyses and regression analyses. Findings – Results reveal that service quality dimensions, perceived price and fairness and service convenience dimensions have positive impact on customer satisfaction and customer loyalty. Moreover, customer satisfaction acts as mediating variable between its antecedents and customer loyalty. Research limitations/implications – This study has taken into account a specific category of retail banking customers. Thus, it limits generalization of results to other banking population. Practical implications – This study explains the importance of customer satisfaction for achieving customer loyalty for Indian retail banking sector. Originality/value – The paper underlines the importance of customer satisfaction for achieving customer loyalty. Impact of SERVCON dimensions on customer loyalty is found rare in literature.

Nonlinear impact of online retail characteristics on customer satisfaction and loyalty

2015 ◽  
Vol 7 (2/3) ◽  
pp. 152-169 ◽  
Author(s):  
Gerson Tontini ◽  
Júlio Cesar da Silva ◽  
Eliane Fátima Strapazzon Beduschi ◽  
Elis Regina Mulinari Zanin ◽  
Margarete de Fátima Marcon
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Fault Recovery ◽  
Online Retail ◽  
Content Type ◽  
One Dimensional ◽  
Service Accessibility ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Satisfaction And Loyalty

Purpose – The purpose of this paper is to consider the nonlinear impact of online retail stores’ quality dimensions on general customer satisfaction and loyalty. Design/methodology/approach – Using a quantitative approach, 429 online users answered a closed questionnaire regarding their present satisfaction with 26 service attributes, their general satisfaction and loyalty. Using factorial analysis with Varimax rotation, five service-quality dimensions are studied: service accessibility/speed, fault recovery, buying reliability, service and site flexibility and site interaction/feedback. Penalty and reward contrast analysis identifies the Kano model classification of the service-quality dimensions, and the nonlinear impact of these dimensions, and customer satisfaction, on customer loyalty. Findings – The results show that there is a nonlinearity between quality dimensions, customer satisfaction and loyalty. The dimension “service accessibility/speed” has a one-dimensional impact on customer satisfaction, but with higher reward impact than penalty impact. “Fault recovery” is a “must-be”, “buying reliability” and “service flexibility” are “attractive” and “site interaction/feedback” is one-dimensional. Besides, the dimension “service accessibility/speed” has also a direct impact on loyalty if achieving above-average performance, thus reinforcing general customer satisfaction. Originality/value – Few previous papers explore this nonlinearity in online retail services. So, future studies should lead to a theoretical and practical understanding of managing these services. Understanding this nonlinearity may help companies to better identify what improve or offer to customers.

The impact of perceived service quality dimensions on customer satisfaction

2017 ◽  
Vol 35 (3) ◽  
pp. 411-430 ◽  
Author(s):  
Rishi Kant ◽  
Deepak Jaiswal
Keyword(s):  
Public Sector ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Corporate Image ◽  
Content Type ◽  
Perceived Service Quality ◽  
Public Sector Banks ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

Purpose In the present competitive scenario in the Indian banking industry, service quality has become one of the most important facets of interest to academic researchers. The purpose of this paper is to determine the dimensions of perceived service quality and investigate their impact on customer satisfaction in the Indian banking context, with special reference to selected public sector banks in India. Design/methodology/approach On the basis of the empirical study, the authors validate a measurement model using structural equation modeling for investigating the impact of perceived service quality dimensions on customer satisfaction. The study sample consists of 480 respondents in the National Capital Region (NCR) of India; the data were collected through a structured questionnaire utilizing a seven-point Likert scale while implementing a purposive sampling technique. Findings The perceived service quality dimensions identified were tangibility, reliability, assurance, responsiveness, empathy, and image. The empirical findings revealed that “responsiveness” was found to be the most significant predictor of customer satisfaction. On the other hand, “image” (corporate image) has a positive but the least significant relationship with customer satisfaction followed by all other constructs. The exception is “reliability,” which is insignificantly related to customer satisfaction in Indian public sector banks. Research limitations/implications The study cannot be generalized in the context of Indian banking sectors, as it only focused on the public sector. The findings of this study suggest that the six dimensions of perceived service quality model are a suitable instrument for evaluating bank service quality for public banks in India. Therefore, bank managers can use this model to assess the bank service quality in the context of Indian public sector banks. Originality/value There is dearth of research focusing on corporate image as a dimension of perceived service quality and its effect on customer satisfaction in the Indian banking context. Furthermore, similar studies were rarely found in the Indian context, especially within the public banking sector. Hence, this paper attempts to accomplish the research gap by empirically testing the satisfaction level of a large sample of the population in NCR toward six dimensions of perceived service quality rendered by selected public sector banks in India.

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