Purpose
– The purpose of this paper is to examine the internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty.
Design/methodology/approach
– A total of ...1,000 questionnaires were distributed for internet banking customers and 520 were returned (resulting 52 percentage of response rate).
Findings
– The results confirmed that the all four dimensions (personal need, site organization, user friendliness, and efficiency of website) are distinct constructs. The results also indicated that internet banking service quality consisting of four dimensions has appropriate reliability and each dimensions has a positive significant relationship with internet banking service quality. The efficiency of banking website is the important aspect of internet banking service quality. The finding found that the relationship between internet banking service quality, e-customer satisfaction and e-customer loyalty are significant.
Practical implications
– The results show that the higher level of internet banking service quality significantly impacts to e-customer satisfaction and consequently leads to e-customer loyalty and a lower intention to leave the relationship with bank.
Originality/value
– This study proposes a model to understand the effect of internet banking service quality on e-customer satisfaction and e-customer loyalty in developing country. The constructs truly reflect the dynamism of customers’ banking relationship and a better understanding the attitude on internet banking will help the bankers in implementing more effective marketing strategies.
•This study aims to examine the factors predicting the e-satisfaction and customers’ intention to reuse MFOAs in Jordan.•The conceptual model was proposed based on the extended Unified Theory of ...Acceptance and Use of Technology (UTAUT2).•Online tracking, online rating, and online reviewing are also included in the same model.•The results support the significant role of online review, online rating, online tracking, and UTAUT2 factors.
Mobile food ordering apps (MFOAs) have been widely considered in the restaurant sector as innovative channels to reach customers and provide them with high-quality services. However, there are important questions regarding the impact of implementing MFOAs on customer satisfaction and on customers’ intention to reuse such apps. Several studies have examined the outcomes of using MFOAs from the customer’s perspective. The fundamental purpose of this study is to identify and empirically examine the main factors predicting the e-satisfaction with MFOAs and customers’ intention to reuse such apps in Jordan. This research proposes an integrated model based on the extended Unified Theory of Acceptance and Use of Technology (UTAUT2) and the features of MFOAs: online review, online rating, and online tracking. The data was collected from a convenience sample of Jordanian customers who have used MFOAs. The main results are based on structural equation modelling and support the role of online review, online rating, online tracking, performance expectancy, hedonic motivation, and price value on e-satisfaction and continued intention to reuse. This study provides a theoretical contribution and presents practical implications relevant to academics and practitioners working in areas related to MFOAs.
•This study proposes an analytical framework combining the expectation-confirmation model (ECM), information system success (ISS) model, TAM, and the need for interaction with a service ...employee.•Analysis of data reveals that information quality and service quality positively influence consumers’ satisfaction, and that perceived enjoyment, perceived usefulness, and perceived ease of use are significant predictors of continuance intention.•The findings further show that the need for interaction with a service employee moderates the effects of perceived ease of use and perceived usefulness on satisfaction.
Chatbots are mainly text-based conversational agents that simulate conversations with users. This study aims to investigate drivers of users’ satisfaction and continuance intention toward chatbot-based customer service. We propose an analytical framework combining the expectation-confirmation model (ECM), information system success (ISS) model, TAM, and the need for interaction with a service employee (NFI-SE). Analysis of data collected from 370 actual chatbot users reveals that information quality (IQ) and service quality (SQ) positively influence consumers’ satisfaction, and that perceived enjoyment (PE), perceived usefulness (PU), and perceived ease of use (PEOU) are significant predictors of continuance intention (CI). The need for interaction with an employee moderates the effects of PEOU and PU on satisfaction. The findings also revealed that satisfaction with chatbot e-service is a strong determinant and predictor of users’ CI toward chatbots. Thus, chatbots should enhance their information and service quality to increase users’ satisfaction. The findings imply that digital technologies services, such as chatbots, could be combined with human service employees to satisfy digital users.
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•Customer satisfaction relationships differ in online and offline purchasing.•Perceived value is a stronger driver of satisfaction in online purchases.•Overall quality and ...expectations are stronger drivers of satisfaction offline.•Customers are more satisfaction-sensitive when purchasing online.•Differences generally persist across customer demographics and retail categories.
Retailers seek to utilize both online and offline purchase channels strategically to satisfy customers and thrive in the marketplace. Unfortunately, current multichannel research is deficient in answering what drives customers’ satisfaction, and consequently their loyalty, differently when customers purchase online versus at a physical store. This gap in knowledge can be a significant concern for retailers due to the negative impact of having dissatisfied customers on their bottom lines. Using a version of the American Customer Satisfaction Index (ACSI) model, we demonstrate several important purchase-channel differences in the antecedents of customer satisfaction and its subsequent effect on customer loyalty. Specifically, we show that when retail customers buy electronic goods online they view purchase value as a significant attribute in rating satisfaction, and are more satisfaction-sensitive when making repurchase decisions than when they purchase offline. On the other hand, the overall quality of the purchase experience and customer expectations are stronger drivers of customer satisfaction in the offline purchases. We provide evidence that these differences between the channels generally persist across customer demographics (gender, age, and education) and broader product categories, and we also discuss the specific contexts where they do not. Our work offers actionable guidance to retailers seeking to enhance customer satisfaction and loyalty across both the online and offline channels.
Artificial intelligence (AI) is revolutionising the way customers interact with brands. There is a lack of empirical research into AI-enabled customer experiences. Hence, this study aims to analyse ...how the integration of AI in shopping can lead to an improved AI-enabled customer experience. We propose a theoretical model drawing on the trust-commitment theory and service quality model. An online survey was distributed to customers who have used an AI- enabled service offered by a beauty brand. A total of 434 responses were analysed using partial least squares-structural equation modelling. The findings indicate the significant role of trust and perceived sacrifice as factors mediating the effects of perceived convenience, personalisation and AI-enabled service quality. The findings also reveal the significant effect of relationship commitment on AI-enabled customer experience. This study contributes to the existing literature by revealing the mediating effects of trust and perceived sacrifice and the direct effect of relationship commitment on AI-enabled customer experience. In addition, the study has practical implications for retailers deploying AI in services offered to their customers.
•Artificial intelligence (AI) is changing customer experiences.•The study develops a model drawing on trust-commitment theory and service quality model.•Trust and perceived sacrifice play significant mediating role.•Relationship commitment has a significant effect on AI-enabled customer experience.•Perceived convenience and personalisation play a significant role in AI-enabled experiences.
Our Call for Papers focused on breaking established patterns and models and showcasing management innovation in a world in which Volatility, Uncertainty, Complexity, and Ambiguity (VUCA) reign. VUCA ...is both an outcome of disruptive innovation and a driver of it; and frequently VUCA is used as an excuse to avoid planning and action. While research has pursued the four elements independently, interaction and integration have been lacking. This article introduces three papers and offers 15 challenges as well as implicit and explicit recommendations to manage in the unpredictable and challenging VUCA world.
Using a survey of 382 passengers, this research examines customer satisfaction and its antecedents and consequences in the context of the airline industry. The relationships among airline tangibles, ...quality of personnel, satisfaction with the airline, the intention to repurchase and intention to recommend the airline are examined. The findings indicate that tangibles and personnel quality positively affect satisfaction, and satisfaction positively influences intentions to both repurchase and recommend. The key contribution is to test the moderating effect of the airline type: a low-cost vs. a full-service carrier. The results reveal a significant moderating effect of airline type on two relationships: personnel quality – satisfaction and satisfaction – repurchase intention. Specifically, the positive effect of quality of personnel on satisfaction is weaker for the low-cost versus full-service airline, while the positive effect of satisfaction on repurchase intent is stronger for the low-cost airline. The study also discusses implications for airline carriers.
PurposeThis research study investigates the factors that influence e-customer satisfaction, e-trust, perceived value and consumers repurchase intention in the context of the B2C e-commerce segment. ...It investigates the mediation effect of e-customer satisfaction, e-trust and perceived value on repurchase intention. It also examines the moderating role of prior online experience.Design/methodology/approachBased on the adapted questionnaire, pre-recruited enumerators collected the data from five leading business universities of Karachi. They distributed 425 questionnaires and received 415 questionnaires. The study has used Partial Least Square-Structure Equation Modeling (PLS-SEM) technique for data analysis.FindingsWe have tested 20 hypotheses, of which our results do not support five, including two direct, two mediating. Our results support all the direct hypotheses except the following two: (1) delivery service affects e-satisfaction (2) customer services quality effect on trust. We did not find support for the following two mediating hypotheses (1) e-satisfaction mediates delivery services and repurchase intention, (2) service quality mediates customers' service quality and repurchase intention. Our results do not support one moderating relationship. Prior online experience moderates e-perceived value and repurchase intention.Research limitations/implicationsThis research provides valuable information to the online retailers of B2C e-commerce, which can help them make strategies based on their consumers' behavior and encourage them to make repeat purchases from online retailing stores. It allows future researchers to replicate the model in cross-cultural studies in different product categories.Originality/valueWe have examined the moderating effect of prior online experience between (e-satisfaction, e-trust and perceived value) on the repurchase intention.
This paper discusses production systems with a focus on the relationships between product supply and customer demand in the context of Industry 2.0-4.0. One driver of production evolution is changes ...in customer demand over time, which is categorised into several dimensions. Major production systems - flow line, Toyota production system (TPS), job shop, cell, flexible manufacturing system and seru - have been developed and applied to supplies to match different demand dimensions over time. For each production system, two questions are addressed: what and how. Comparisons between seru with TPS and cell are given. The possibilities of a future smart factory equipped with internet of things are discussed. The demand dimensions of Industry 4.0, the product architecture change in the automobile industry and the impact of 3D printing are elaborated. Potential applications of lean and seru principles for Industry 4.0 are presented.
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