Interval type 2-based hybrid fuzzy evaluation of financial services in E7 economies with DEMATEL-ANP and MOORA methods

The concept of innovation is gaining ground steadily in the context of an increasingly competitive and highly volatile banking sector. The purpose of this paper is to find out the role of service innovation (SI) in the relationship between service delivery (SERVD), customer satisfaction (CSAT) and loyalty in the banking sector of Ghana.,Drawing from banking and marketing literature, a conceptual framework was developed and tested using data from 450 sampled customers of commercial banks in Ghana. The data were analyzed using partial least squares structural equation modeling.,The findings indicate that SI has direct influence on SERVD and CSAT. Again the findings revealed a positive relationship between SERVD, CSAT and bank customer loyalty.,This study offers theoretical support for the adoption of innovative techniques in service provision and delivery.,This paper provides an initial study into innovation management in financial services context in an emerging economy.

Service innovation, service delivery and customer satisfaction and loyalty in the banking sector of Ghana

The purpose of this paper is to examine the dimensions of e-service quality, its effects on e-satisfaction and e-trust and its impact on behavioural and attitudinal loyalty in Jordanian youth users of online retailing.,The scale proposed in this study has been specifically constructed using the four models most recognised for measuring e-service quality: E-S-QUAL, WebQual, eTransQual and eTailQ. The dimensions used in this study are efficiency, privacy, reliability, emotional benefit and customer service. The research model was statistically tested by students in Jordan, using Amazon.com.,It is found that privacy, reliability, emotional benefit and customer service are important elements to measure the e-service quality, but efficiency is not. E-trust was found to be an antecedent of e-satisfaction, and behavioural loyalty an antecedent of attitudinal loyalty.,The contribution of this study is thus the investigation of the causal relationship between the e-service quality dimensions, e-satisfaction, e-trust, behavioural loyalty and attitudinal loyalty, where it is necessary to consider the subject in more depth and to examine e-service quality dimensions based on a proposed model constructed from the four most common models.

The effect of e-service quality on Jordanian student’s e-loyalty: an empirical study in online retailing

This research aimed to identify the linkages between marketing mix elements and the purchase decision process among consumers in the Malaysian retail industry. To fulfill this objective, the present study followed a quantitative survey for gathering the data from the consumers of department stores at the East Coast region in Malaysia. All of the obtained data were inserted and coded using SPSS and then analysed by AMOS 18. The findings indicated that the impact of advertising on the consumers' purchase decision is positive and statistically significant. Besides that, the findings demonstrated that distribution intensity has a negative effect on purchase decision, whereas price plays a key important role in affecting purchase decisions process of the consumers. Lastly, the findings of this paper verified that store image and store location have significant positive linkages with purchase decision. These outcomes enhance our understanding on the role of marketing mix elements in determining a consumer's purchase decision, particularly in the retail context.

Importance of Marketing Mix Elements in Determining Consumer Purchase Decision in the Retail Market

Lean Six Sigma is a set of tools utilized by organizations to reduce cost and waste. There are risks associated with deploying and sustaining Six Sigma. The risks are different at each stage of the...

Risks Related to Lean Six Sigma Deployment and Sustainment Risks: How Project Management Can Help

The present study aims to empirically test and evaluate the direct and indirect effects of service encounter constructs of service quality, customer satisfaction and service value on loyalty related behavioral intentions of customers in Indian Life services in India to determine the best fitting model Most studies based on comprehensive models of service constructs relationships have not considered alternative competing models The theoretical background and the empirical support for these issues derive mostly from prior studies in the developed markets of the US, UK and Canada Further, the study aims to contribute to resolution of the variance in structure and dimensionality of service quality (dimensionality) in literature by developing and validating a second order model of service quality which integrates the two dominant perspectives ie the Nordic and the American approach Design/methodology/approach: A second order scale of service quality was developed and validated by integrating the American and Nordic approach to Service Quality using exploratory factor analysis and confirmatory factor analysis The constructs of Customer satisfaction, service value and Behavioural intentions were validated using confirmatory factor analysis Two competing models of effects of the three service encounter constructs on Behavioral Intentions were tested using structural equation modeling The results show that Service quality is a second order construct consisting of the dimensions of Core service, Service Delivery, Sales Agent Quality, Tangibles and Empathy The process dimensions (sales Agent Quality and Service delivery) are most important in overall service quality perceptions The effect of service quality on positive behavioural intentions is both direct and indirect with the moderating effect of service value and customer satisfaction being significant The study contributes to research by developing and validating a hierarchical model of service quality and testing two competing models of direct and indirect effects of service quality on behavioral intentions so that there is better understanding of the simultaneous and composite interactions and effects of the three service encounter constructs The results would provide practitioners with a valid measure of service quality in life insurance services and would enable them to devise marketing strategies which enhance customer loyalty related behavioral intentions The study addresses the gap related to wide divergence in dimensionality and structure of service quality and contributes to the debate on whether the effect of service quality on behavioral intentions is only indirect or both direct and indirect

B Prasad

Papers

Evaluating the Effects of Service Quality, Customer Satisfaction, and Service Value on Behavioral Intentions with Life Insurance Customers in India