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 sat...

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

Corporate social responsibility (CSR) is a well‐touted term in management disciplines that connects the business goals and societal values. CSR is used as a strategic approach that gives competitive differentiation through coagulation of both business and overarching societal goals. Organizations believe that goodwill created by CSR activities bestows the strategic competitive advantage and sustainable development. The objective of the study is to measure the impact of CSR activities on purchase intention either directly or indirectly; for this purpose, the study has administered a structured questionnaire and collected responses from Indian citizens purchasing products from FMCG companies topping the CSR spending list and used structural equation modeling to validate the results. The findings suggest that customers process CSR details unconsciously and may not remember the explicit detail, but they are more likely to include the brand in the consideration set evokedby positive attitudes trailing behind.

Consumer's response to CSR activities: Mediating role of brand image and brand attitude

Providing high-quality e-banking services is considered a basic strategy for attracting and retaining customers with electronic-banking platforms. The purpose of this paper is to empirically investigate a comprehensive moderated mediated mechanism for enhancing customer loyalty toward e-banking platforms via e-banking service quality (EBSQ) practices. Reliability, website design, privacy and security and customer service and support are the dimensions of EBSQ.,Data were collected through structured questionnaires from a sample of 1,028 e-banking users in India. To test the hypotheses, a structural equation modeling approach was used.,The findings showed that of the EBSQ dimensions, reliability along with privacy and security enhanced customer loyalty to e-banking. The initial trust in e-banking mediates the effects of EBSQ dimensions on customer loyalty except for website design. The mediation effects of initial trust varied between high and low-involved consumers.,This study was conducted with e-banking users in one country using cross-sectional data. Hence, the model should be replicated among e-banking users in other countries and with the longitudinal data.,Establishing a loyal customer base is an important goal for banks. This study demonstrates which specific EBSQ dimensions banks should emphasize to enhance consumers’ initial trust and loyalty toward e-banking services.,This study suggests a moderated mediated mechanism for enhancing customer loyalty to e-banking, which incorporates initial trust as a mediator and consumer involvement as a moderator. It applies cognitive-motivation-relational theory to link EBSQ dimensions with customer loyalty. Thus, this study enables a better understanding of this theory in the e-banking context.

The influence of e-banking service quality on customer loyalty

Purpose




The purpose of this paper is to examine the casual relationship between training satisfaction, work engagement (WE) and turnover intention and the mediating role of WE between training satisfaction and turnover intention.




Design/methodology/approach




Data were collected from 409 oil and gas professionals using an email survey questionnaire. Structural equation modelling, using Analysis of Moment Structures (IBM AMOS) 22.0, was performed to test the hypothesized model.




Findings




The results suggest that training satisfaction is significantly positively related to employees’ level of WE and is negatively related to turnover intention. The results also reveal that WE mediates the relationship between training satisfaction and turnover intention.




Practical implications




Training has long been thought to play an important role in achieving positive attitudinal and behaviours outcomes among employees. This study reconfirms these ideas and highlights the importance of training satisfaction as being key to achieving greater WE and reducing voluntary turnover. Therefore, the finding of this study have a number of implications for research and human resource development practitioners.




Originality/value




This study makes a significant theoretical contribution to the literature as this is the first study to demonstrate the significance of training satisfaction and the mediating effects of WE in reducing the turnover intention of employees.

The link between training satisfaction, work engagement and turnover intention

By underlining the relevance of the use of ICTs, knowledge sharing and electronic markets for SMEs, it emerges the need for stimulating a debate on digitisation process of supply chain management (...

https://www.tandfonline.com/doi/pdf/10.1080/09537287.2017.1375149

A multiple buyer – supplier relationship in the context of SMEs’ digital supply chain management*

Purpose – The purpose of this paper is to explore the impact of country of origin image on brand equity of branded generic drugs.Design/methodology/approach – Brand equity of branded generics is examined through an analytical review. Country of origin image is hypothesised to influence components of brand equity, i.e. brand strength and brand awareness, which in turn influence brand equity. An empirical investigation was carried out among professionally similar respondents, i.e. doctors of different categories in Kolkata megapolis, India.Findings – Results showed that country of origin image had a positive and significant effect on components of brand equity, i.e. brand strength and brand awareness, derived from factor analysis conducted on brand equity components. The result also showed that country of origin image of branded generics significantly, but indirectly, affected brand equity through the mediating variables, brand strength and brand awareness.Research limitations/implications – Different varia...

The effect of country of origin on brand equity: an empirical study on generic drugs

Purpose – The purpose of this paper is to find the role of trust as a mediating variable between e-service quality and customer satisfaction in internet banking. Design/methodology/approach – The paper opted for an exploratory study using closed ended questionnaire. The empirical data are drawn from 367 customers of internet banking. Factor structure of e-SQ, customer satisfaction and trust has been tested using EFA and CFA by gap values and perception values. Structure equation modeling has been used to analyze the effects of independent variable e-service quality on customer satisfaction and the role of mediating variable trust. Stepwise analysis has been done to examine the effect of trust on customer satisfaction. Sobel test has been used to measure the indirect effect. Findings – e-SQ was found to be strongly correlated with customer satisfaction. The results confirm trust as a mediating variable between e-service quality while analyzing the same model with gap value and perception value. Research li...

Impact of trust on the relationship of e-service quality and customer satisfaction

The research aims at examining the relevance of “high-performance work system” in Indian context. Further, influenced by the concept of “black box,” the mediating role of employee engagement has also been tested. Agreeing with the universalistic perspective, the study result proves the relevance of high-performance work system to India. Consistent with ability-motivation-opportunity theory, the result also proved that high-performance work system aligned with employee engagement can significantly improve organizational performance. The finding suggests the Indian corporate practitioners to adopt high-performance work system by suitably aligning with employee engagement to improve organizational performance.

High Performance Work System in India: Examining the Role of Employee Engagement

Purpose – The purpose of this paper is to find out the relationship between the qualities of generic drugs perceived by the physicians and brand equity of the branded generics and to examine the physicians' perceptions of prescribing generic drugs for selective medical conditions in India.Design/methodology/approach – The study was carried out across six major cities in Eastern India with 392 physicians. Here components of perceived quality, i.e. intrinsic cues and extrinsic cues are hypothesized to influence perceived quality of branded generics which in turn influence brand equity. It is also hypothesized that respondents' quality experience is assimilated towards their quality expectations, independent of small variations in objective quality of the drug.Findings – Results showed that perceived quality of branded generics significantly, but indirectly, affected brand equity through the mediating variables, intrinsic cues and extrinsic cues. The results also showed that physicians' quality experience le...

The effect of perceived quality on brand equity: an empirical study on generic drugs

The objectives are to study consumers’ attitude about luxury goods with special reference to the Indian consumers and to select the themes (cognitive, affective and behavioural) from the existing ones from the ‘attitude scale to luxury items’ suggested by Dubois et al. (2005) for the ‘none available’ item spaces as mentioned in a priori classification of attitudes to luxury using the C-OAR-SE procedure by Rossiter (2002) and Stegemann et al. (2007). Consumers’ attitude about luxury goods in Indian perspective has been examined through an empirical investigation that was carried out among urban respondents belonging to different social strata in Kolkata Megapolis, West Bengal, India. We have proposed three hypotheses where separately attitude and subjective norms toward luxury brands positively affect the intention to use the goods. Furthermore, intention to use luxury brands does not positively influence actual usage of the same. Finally through qualitative process, we have determined the ‘none available’ item spaces as mentioned in a priori classification of attitudes to luxury. The findings support the hypothesis that luxury consumption intentions affect actual luxury brand consumption behaviour. The findings show how nuances occur between measures of attitudes, subjective norms, and intention.

Saroj Kumar Datta

Papers

The effect of country of origin on brand equity: an empirical study on generic drugs

Impact of trust on the relationship of e-service quality and customer satisfaction

High Performance Work System in India: Examining the Role of Employee Engagement

The effect of perceived quality on brand equity: an empirical study on generic drugs

Attitude of Indian consumers towards luxury brand purchase: an application of ‘attitude scale to luxury items’