Bank Customers Loyalty:A Case Study of Birhan International Bank (BIB), Ambo Branch, West Shoa Zone, Oromia Regional State, Ethiopia

During the past decade, the financial service industry has undergone drastic change and intense competition in Ethiopia. In increasingly competitive markets, being able to build customer loyalty is seen as the key factor in winning market share and developing a sustainable competitive advantage. It should be imperative to apply the modern innovative marketing strategy to the banking industry in Ethiopia that focuses on keeping and improving current customers rather than acquiring new customers. The objective of this study was to identify factors that influence customer loyalty in banking industry of Ethiopia. In order to achieve the aim of this study the researcher applied both descriptive and explanatory research design. The researcher selected BIB based on special cases that was most of customers complain the bank and 332 questionnaires were distributed to respondents but only 274 retuned and used for analyze data. The data gathered from respondent analysis was done using the SPSS software program. The main finding of study shows that commitment, customer satisfaction and trust have positive and a significant influence in determining customer loyalty. Therefore, managements in banking industry specifically in BIB should focus on the determinants of customer loyalty. Keywords: Customer loyalty, Perceived quality, Customer Satisfaction, Switching cost, Trust &Commitment. DOI: 10.7176/EJBM/12-35-04 Publication date: December 31st 2020

THE MODERATING EFFECTS OF CONTEXTUAL FACTORS ON A BUYER’S TRUST IN E-COMMERCE PLATFORMS AND SELLERS

Drawing on trust transfer theory and signal theory, we investigate how perceived effectiveness of e-commerce institutional mechanisms (PEEIM) and perceived website quality of the seller (PWQS) moderate the relationships between trust in platform, trust in seller and purchase intention in the context of Consumer to Consumer (C2C) platforms. To test our proposed model, we surveyed 224 buyers of TaoBao, a major Chinese C2C portal. The results indicate that PEEIM has no effect on the relationship between trust in platform and trust in seller, yet it positively moderates the relationship between trust in seller and purchase intention. In addition, PWQS positively moderates the relationship between trust in platform and trust in seller, but negatively moderates the relationship between trust in seller and purchase intention. The theoretical and practical implications are discussed

DETERMINANTS OF USERS’ WILLINGNESS TO USE MOBILE PAYMENT: AN EMPIRICAL STUDY IN TONGREN UNIVERISITY, CHINA

The purpose of this paper is to establish and assess the determinants of users’ willingness to use mobile payment: an empirical study in Tongren University, China. After conducting a rigorous literature review with theoretical underpinning, this research has come up with the proper methodology to move forward. According to the comprehensive guideline, the total number of Tongren College and Tongren Vocational College is more than 38,000, so the minimum sample is finally determined to be 380. Besides, after conducting Exploratory Factor Analysis (EFA), the measuring modelling was done by taking into account all the variables concurrently in order to verify the appropriateness of the overall model. All the hypotheses of this study have been tested through the application of SEM. For the overall model as a whole, the statistical result indicates a good fit. From the model, it can be seen that all the variables uphold a positive value. Findings revealed that perceived performance risk perceived financial risk and perceived privacy risk have substantial positive impacts on acceptance intention of mobile payment. Therefore, since a myriad of factors decides the attitude toward mobile payment use, further studies can also be developed by adding more constructs in the theoretical model in this paper.  Article visualizations

Internet shopping - A taxonomy of consumer online actions.

This thesis applied the theory of activity and goal-directed action to the study of online shopping actions. It first studied qualitatively the structures of online shopping actions using the self-confrontation interview method. The qualitative findings established the structural, cognitive and dispositional dimensions of online shopping actions including knowledge and value structures, attention processes and flow. The typical behavioural traits of online shoppers were also identified. Findings also emerged about the tensions between consumers' online and offline actions and the consequences of the technological mediation of shopping. From these qualitative findings, a survey instrument was developed to query online shoppers on various dimensions of their online shopping actions. Cluster analysis of the survey results produced a taxonomy of consumer online actions from which a typology of online shoppers was generated. The qualitative findings on the typical behavioural traits of online shoppers were then used as criteria for the qualitative usability analysis of retail websites. Retail websites of four product and service categories were analysed for their usability, i.e. ability to accommodate the typical behavioural traits of online shoppers such as propensity to experience information overload and to multi-task, potential for experiencing affect and flow etc. This thesis made several theoretical, methodological and practical contributions. It extended goal-directed action theory beyond its traditional scope of work actions and group activity to the realm of consumer behaviour. It also introduced a different theoretical framework to consumer psychology by applying the theory of activity and goal directed action to consumer behaviour. It made a methodological contribution by applying the self-confrontation interview method to the study of online behaviour. This thesis' findings also have practical implications for the understanding of online behaviour, the diffusion of e-commerce and the design of Internet interfaces

Trust Transfer in the Sharing Economy - A Survey-Based Approach

The sharing economy is experiencing explosive growth around the globe in which trust plays a crucial role and builds the foundation of the services. With the rise of the sharing economy and the increasing numbers of cross-contextual users, this research aims at the lack of trust transference possibilities across the Peer-to-Peer applications and has the goal to find out whether and how trust can be transferred between the platforms, so that new users do not have to create their reputation from scratch every time they join a new platform. First, this research provides an in-depth literature review of trust transfer theories. Secondly, a conceptual research model for the role of the imported trust in the context of the sharing economy is outlined and analysed by proposing and evaluating a questionnaire using structural equation modeling. Throughout the study, a three-dimensional scale of trust, i.e. ability, benevolence and integrity, is validated in the context of the sharing economy. The experimental study shows that both the overall and subdimensional trust in the provider is directly affected by the overall trust in the platform, the perceived reputation as well as the perceived social presence. The study also provides empirical evidence for the existence of trust transferability. The findings show that in addition to the immanent ratings, imported ratings also significantly affect the perceived reputation of the provider positively. Finally, this paper discusses further details of the trust transfer processes and broadens implications for future research. The sharing economy is experiencing explosive growth around the globe in which trust plays a crucial role and builds the foundation of the services. With the rise of the sharing economy and the increasing numbers of cross-contextual users, this research aims at the lack of trust transference possibilities across the Peer-to-Peer applications and has the goal to find out whether and how trust can be transferred between the platforms, so that new users do not have to create their reputation from scratch every time they join a new platform. First, this research provides an in-depth literature review of trust transfer theories. Secondly, a conceptual research model for the role of the imported trust in the context of the sharing economy is outlined and analysed by proposing and evaluating a questionnaire using structural equation modeling. Throughout the study, a three-dimensional scale of trust, i.e. ability, benevolence and integrity, is validated in the context of the sharing economy. The experimental study shows that both the overall and subdimensional trust in the provider is directly affected by the overall trust in the platform, the perceived reputation as well as the perceived social presence. The study also provides empirical evidence for the existence of trust transferability. The findings show that in addition to the immanent ratings, imported ratings also significantly affect the perceived reputation of the provider positively. Finally, this paper discusses further details of the trust transfer processes and broadens implications for future research.  Keywords: Sharing Economy, Trust, Trust Transfer, Reputation, Peer-to-pee

Using SERVPERF model to assess service quality: case study in bookstores

Since 2013, the services sector, together with the trade sector, has had the greatest influence on the Brazilian gross domestic product. This increase in the importance given to services makes it necessary to assess quality in this context. Thus, many tools have been developed for this. In this work, the SERVPERF model was used, in order to measure the quality of the bookstore service in the Metropolitan Region of Recife (RMR). Data on customers' perceptions of the service offered were collected through internet research. A sample of 271 participants was analyzed with respect to various aspects of the service. The results show that the worst aspects are related to the capacity of bookstore employees to understand and satisfy their customers' specific needs. Through a binary logistic regression, it was also possible to identify that improvements in communication between customers and bookstores, in innovation and promotion of reading incentive activities have the greatest chances of resulting in greater customer satisfaction.Since 2013, the services sector, together with the trade sector, has had the greatest influence on the Brazilian gross domestic product. This increase in the importance given to services makes it necessary to assess quality in this context. Thus, many tools have been developed for this. In this work, the SERVPERF model was used, in order to measure the quality of the bookstore service in the Metropolitan Region of Recife (RMR). Data on customers' perceptions of the service offered were collected through internet research. A sample of 271 participants was analyzed with respect to various aspects of the service. The results show that the worst aspects are related to the capacity of bookstore employees to understand and satisfy their customers' specific needs. Through a binary logistic regression, it was also possible to identify that improvements in communication between customers and bookstores, in innovation and promotion of reading incentive activities have the greatest chances of resulting in greater customer satisfaction

Examining online purchase decision calculus: The mental accounting theory perspective

Ph.DDOCTOR OF PHILOSOPH

A meta-analysis of online trust : examining main and moderating effects

textThe purpose of this study was (1) to conduct a meta-analysis on the antecedents and consequences of online trust; (2) to test for seven moderating variables involving online trust; and (3) to use the pooled correlation matrix to fit the research model. The data for the meta-analytic procedure involved 120 papers reporting 150 independent studies. Results showed statistically significant relationships involving online trust and its various antecedents (e.g., perceived security) and consequences (e.g., behavioral intention). The relationships were heterogeneous across studies and the variances for the reported effect sizes were partially explained by certain methodological characteristics. The meta-analytic structural equation modeling analysis indicated that online trust mediates the effect of various antecedents on behavioral intention. A discussion of results, implications, limitations, and future research is provided.Informatio

Investigating the antecedents of customer online repurchase intention in a multichannel environment

The evolution of internet technology, rapid digitalization, and the introduction of multiple channels strongly influence the managers and researchers to discover and update how customers better interact in a multichannel environment. Therefore, in today’s multichannel environment, the question of whether multiple channels should be implemented is no longer the focus. More important is the question of how the multiple channels can be handled synergistically to maximize the customer repeat purchase behavior. The current quantitative study attempts to understand whether the role of channel integration helps in customer movement from the firm’s offline channel to the firm’s online channel. Data have been collected from a sample of 358 experienced online customers from different cities of Pakistan and analyzed through smart PLS. The results of the study confirm that the customer previous interaction with the firm offline channel significantly affects the customer perception about the firm’s online channel. Additionally, the results of the study also confirm the moderating role of channel integration and offline image in the transfer of customer perceptions form offline channel to online channel. Although each channel may offer a unique value proposition, channel integration can drive overall customer satisfaction and repeat purchase behavior in a relational, multichannel environment. Therefore, it is pertinent for the firms and managers to not only focus on their new online channel but also their performance in the offline channel to provide a better purchase experience for the customers across multiple channels. Moreover, integrating multiple channels can provide a synergy that helps the firms to achieve competitive advantage