Mobile Banking Service Quality and Customer Retention: A Moderated Mediation Model of Customer Perceived Value and Perceived Corporate Image

Purpose- This study examined the moderating effect of perceived corporate image on the indirect relationship between mobile banking service quality and customer retention via customer perceived value in the Kenyan banking industry Design/Methodology- The study adopted an explanatory research design, employing multistage, simple random and systematic sampling techniques in collecting data from a sample size of 400 consumers of mobile banking services in Kenya using a self-administered questionnaire Findings- The results reveal a significant mediating effect of customer perceived value on the relationship between mobile banking service quality and customer retention. Moreover, the study established that perceived corporate image moderates the relationship between; mobile banking service quality and customer perceived value and mobile banking service quality and customer retention. Finally, perceived corporate image moderates the indirect link between mobile banking service quality and customer retention via customer retention at all levels Practical Implications- These findings underscore the need for the bank’s management and policymakers to develop quality assurance policies and devise value-centered strategies and image-enhancing strategies to enhance customer retention. Originality/Value - The study’s findings bring new critical knowledge concerning the indirect effect of customer perceived value and perceived corporate image on the study variables

Managing knowledge to create customer service value

Purpose – The purpose of this paper is to contribute to the services management literature by identifying a sequence of the different processes of knowledge management (KM) to create customer service value. Design/methodology/approach – The context for the research hypotheses is the Spanish banking industry. The authors conducted a study including 76 banks and 1,832 customers of these banks. This paper uses the partial least squares method to conduct the data analysis. Findings – The authors find support for all the hypotheses proposed in the model. The results show that service firms that are able to apply more knowledge or apply knowledge more effectively are likely to generate more benefits for their customers, and/or reduce their sacrifices, contributing significantly to a higher perception of service value. Research limitations/implications – The study focusses on one particular industry in a single point in time. A longitudinal analysis of a variety of service industries would enrich the study. Practical implications – It is argued that KM constitutes a key capability for service firms for the delivery of service value. According to the research, if service firms want to improve the application of knowledge, it is important to focus on knowledge retention while they create new knowledge. Originality/value – Although a considerable amount of research has been carried out in the fields of KM and customer value, there has been less research that has taken both into consideration simultaneously. This paper addresses this gap in the literatureMinisterio de Educación ECO2011-28 641-C02-0

Three dimensional modelling of customer satisfaction, retention and loyalty for measuring quality of service

This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.The aim of this thesis is to propose a model that explains the relationship between customer satisfaction, retention and loyalty based on service quality attributes. The three elements of satisfaction, retention and loyalty towards products represent ongoing challenges for the corporate financial performance. Customer behaviour analysis (known as business intelligence or customer relationship management or customer experience management) has become a major factor in the corporate decision making and strategic planning processes. Prevailing logic dictates that by improving service attributes one should expect better customer satisfaction levels. Consequently, improved satisfaction levels should increase the probability of customer retention and degree of loyalty. Substantial research work has been dedicated to explain the importance of customer behaviour measurement for industry. However, there is little evidence that there has been an overall integrating empirical research that relates the three elements of satisfaction, retention and loyalty with respect to service quality attributes. Empirical data collected from the UK mobile telecommunication for this research shows that such an objective model that is capable of capturing this three dimensional relationship will contribute towards more robust decision making and better strategic planning. The proposed thesis extracts the data about key service attributes from a combination of literature review, surveys, and interviews from the UK mobile telecommunication industry. Responses were analysed using multiple regression, regression analysis with dummy variables, logistic regression, logistic regression with dummy variables and structural equation modelling (SEM) to test variables and their interrelationships. This study makes a step forward and contributes to the body of knowledge as it: (a) highlights the role of service attribute performance towards customer satisfaction, consequently identifies attributes that affect satisfaction and dissatisfaction of customers, (b) maps the relationship between attribute importance and attribute performance, (c) optimise resource allocation process using importance-performance analysis (IPA), (d) classifies customers with respect to the role and length of relationship they have with the company (switching probability), and (e) describes the interrelationship between customer satisfaction, retention and loyalty. The novelty of the research lies in: (a) establishment of a framework that links service attribute performance to customer satisfaction and then to customer future intentions (customer retention and customer loyalty), and (b) provision of a model that could assist key decision makers in prudent usage of resources for maximum profitability. This dissertation presents a novel approach methodology and modelling construct for customer behaviour analysis. For proof of concept it presents a case study in the mobile telecommunication industry. It is worth noting that in this research work Customer Retention is interpreted as probability of switching between service providers. Customer Loyalty is interpreted as referral (word-of-mouth) activity by existing customers

Reducing Employee Turnover Rates in the F&B Sector

The global hospitality industry and F&B sector is plagued by high employee turnover rates, which detriments consumers’ perception of service value, satisfaction, and loyalty. Although research is available regarding the identification of factors contributing to high employee turnover rates; and retention strategies, few studies identify strategies that have been most effective in mitigating employee turnover rates during the COVID-19 pandemic or strategies that will remain effective in a post-COVID future. Therefore, the researcher aims to answer the questions: “What retention strategies have been most effective in decreasing employee turnover rates within the F&B sector both before and during the COVID-19 pandemic?”; and “What strategies will remain effective in a post-COVID future?” To answer these questions, the researcher utilized a mixed-methods approach while focusing on scholarly articles regarding turnover rates in the hospitality industry and F&B sector; the identification of factors which contribute to employee turnover and job motivation; employee retention strategies; employees’ perception of retention strategies; the effect retention strategies have on turnover; and recommended strategies for a post-COVID future. In this study, the researcher first discusses the pervasive problem of high employee turnover rates; the contributing factors of employee turnover and job motivation; effective employee retention strategies; employees’ perception of retention strategies; the effect retention strategies have on turnover; and subsequently recommends strategies for a post-COVID future. Finally, the researcher discusses gaps in current knowledge; this study’s limitations and implications; and suggests future research opportunities

Do Human Resource Practices, Employee Remuneration And Employee Benefits Have Significant Influence On The Retention Of Childcare Teachers In The Childcare Service Industry?

This study investigates the impact of human resource practices, employee remuneration and employee benefits on childcare teachers' intentions to stay in the Singaporean workforce. This mixed methods study focuses on current qualified childcare teachers, their perspectives on human resource practices, employee remuneration and employee benefits in their workplaces and their intentions regarding whether to continue working in the childcare sector in Singapore. In the first phase of the study, which was qualitative, in-depth interviews were conducted with 21 current qualified childcare teachers. In the second phase of the study, which was quantitative, 202 current qualified childcare teachers in Singapore participated in a paper-based and web-based survey. The findings indicate that childcare teachers in Singapore want to be rewarded with fair human resource practices and employee wages are not the only dominant factor on the retention of childcare teachers in the Singaporean childcare industry. This study addresses a knowledge gap about childcare teacher retention in the childcare service industry in Singapore

A Typology of Mass Services: The Role of Service Delivery and Consumption Purpose In Classifying Service Experiences

Purpose — The purpose of this paper is to provide services marketers with a deeper understanding of the elements that characterize mass services. The paper shows that many studies have been conducted within the context of professional and retail services, knowledge of mass service contexts is limited despite the growth of services within this context. Design/methodology/approach — This paper provides a conceptual overview of mass services and develops a typology for mass services based on an extensive review of the services literature. Specifically, the typology developed classifies mass services on the basis of service delivery and purpose. The typology forwarded, therefore, classifies mass services using a two-by-two framework with individual and collective mass services classified as either utilitarian or hedonic in nature. Findings — The typology found in this paper provides a practical insight into the characteristics of services falling into the classification of mass services. The value of the classification is that managers can better understand the unique aspects of mass services, thus, allowing for a better utilization of limited resources. Moreover, the paper provides insights into a service classification that has received limited research emphasis, yet, is attracting increasing industry attention. Originality/value — This paper provides academics and practitioners with a framework that has both tactical and strategic implications. These implications include enhancing the customer experience and thus customer retention, resource management, employee training and service management. Given that such a framework has not been forwarded in the literature, the typology presented in the current paper makes an original contribution to the literature

Facilities management knowledge in private finance initiative (PFI) healthcare projects

An organisation's accumulation of knowledge has been identified as a key factor in its progress and survival. This is particularly the case for a business that involves service delivery and is very pertinent to the construction industry. The key to success in managing organisational knowledge is recognising the importance of managing (and maintaining) the knowledge of the staff in the face of staff retention challenges. Knowledge retention is integral to ensuring that the experience and tacit knowledge acquired by the staff during their service will not be lost when the staff leave the organisation. The concept of Knowledge Management (KM) is seen as the solution through the inculcation of knowledge sharing via various tools and techniques in managing the knowledge within parties in construction. The aim of this research is to identify where and how KM initiatives being used within PFI-FM healthcare projects as a result of the unique character of the associated PFI contracts and a wide range of FM services. The complexities involved in managing and delivering services at the operational stage of PFI projects and the vast amount of tasks and services stipulated in the FM context, particularly regarding the planning, types of services, time, place, tools and resources needed, make it a suitable area for KM adoption. This research, which involved exploratory studies, literature reviews, analyses of three case studies involving PFI-FM healthcare projects and structured interviews with the Facilities Managers, has managed to discover the adoption of KM tools in managing FM healthcare services among Facilities Managers in PFI healthcare projects. However, KM has not been used to its fullest potential; the incomplete application of KM initiatives has, thus, created some problems with regard to delivering PFI-FM healthcare services. The outcome has resulted in the formulation of a framework that combines the best practices of KM initiatives with practical approaches of managing organisational knowledge of FM healthcare services which derived from the case studies. The framework has been validated by experts evaluated from the industry and refined to ensure that the framework developed is practical. The most pertinent achievements of this research include demonstrations of the needs for KM initiatives in delivering PFI-FM healthcare services and the development of a framework to enable better service delivery among the PFI-FM healthcare service providers, particularly with regard to addressing the challenges derived from PFI contracts and the vast scope of FM healthcare services. Overall, the study provides a clear justification and indication from a theoretical point of view and empirical evidence from the facilities managers perspective of the significance of KM initiatives in delivering PFI-FM healthcare services in the UK. Furthermore, recommendations have been made to improve and enable comprehension of the framework application and facilitate its implementation in the construction industry

Identifying constraints in the value chain of knowledge based services in Canada: case study of Canadian accounting firms

With the digital revolution and dramatic fall in the international telecommunication costs, the world has become ' flat'--the leveling of playing field between developed and developing countries. This study was cast in the background of increasing trend globally among firms in manufacturing and service sector areas to fragment their production across firms and geographical locations. In Canada too, substantial work in the manufacturing sector as well as service sector especially in knowledge based areas like customer support, information systems, software programming, accounting, medical technicians etc., is outsourced to other firms/countries. The present study examines the prospects of value addition of a knowledge based industry--accounting industry in Canada. The study uses accounting firms in Prince George, BC, as a case study. Accounting firms in Prince George represent small, medium and large firms and as such represents a cross-section of accounting firms in Canada. Our investigation found that there is considerable constraints in the form of skill shortages, timeliness in delivery of accounts, employee retention and other cost overrun issues among accounting firms in Prince George, British Columbia.The original print copy of this thesis may be available here: http://wizard.unbc.ca/record=b160102

A case study of formal training of the front desk agent in Rochester/Monroe County, New York

The hospitality industry is a billion dollar industry based upon customer service. Measure of quality service is an intangible concept based upon the perception of the customer. It is the industry\u27s front-line employee that has the responsibility of fulfilling the perceived image of service the guest has envisioned. In 1991, industries throughout the U.S. budgeted 43.2 billion dollars to be spent on formal training of its employees. The dollar commitment made to training exemplifies a companies commitment to its employees and customers. The formal training of the front desk agent bares the same commitment. In this study is was assumed that through formal training the front desk agent would gain a better knowledge and confidence in their job performance and overall job satisfaction. As a result the industry would have a knowledgeable, confident and satisfied front desk agent that would provide better customer service. This descriptive study attempted to identify the status of formal training of the front desk agent, the effect formal training had on job satisfaction and retention and the differences in the perception of formal training between the front desk agent/trainee and the front desk manager /trainer in the Rochester/Monroe County, N.Y. area. The study was conducted through a 28 and a 40 item questionnaire asked of both the front desk agent/trainee and the front desk manager/trainer. The questions asked dealt with formal training, job satisfaction and demographics. It was concluded that although formal training is an important factor in the hospitality industry overall job satisfaction is an independent variable of formal training. The questionnaire did however infer that for those hotels that do provide formal training there is a difference in the perception of training between the front desk agent/trainee and the front desk manager/ trainer

Collaborative networks for scientific knowledge commercialisation: A science-to-business marketing approach

Scientific-knowledge commercialisation has become a primary objective for universities worldwide. Science-industry exchange is a prerequisite for innovation. Collaborations are viewed as key to this objective. Despite government financing, artificially supporting the development of such networks has proved difficult. This study extends relationship marketing’s B-2-B model by using a unique multiple-stakeholder research design to explore why, how and by whom scientific-knowledge-commercialisation networks are established and managed. The study uses qualitative evidence from 82 stakeholders in 17 collaborative projects in Irish and German universities. This approach facilitates an analysis of the true value of the stakeholders’ roles. This provides for a holistic view, as opposed to prior research which reported findings based on analysis of one or two stakeholders. The study demonstrates how contextual differences impact on scientific-knowledge commercialisation in Ireland and Germany. The study finds that network capabilities are the main reason that collaborative networks are established. It finds that enduring networks are conduits for innovation and scientific-knowledge commercialisation due to continuously improving capabilities. Stakeholder retention is a catalyst for improving collaborative networks. Stakeholder retention results from stakeholder loyalty. Stakeholders become loyal because they are content with the overall relationship and quality of the commercialisation service. It is fundamental that stakeholders understand each other’s roles and motives as incongruities hamper network development. The findings highlight the central role that PIs play in building and managing relationships. The PI, like the entrepreneur, has to be ‘a jack of all trades’, taking on the roles of negotiator and project/ relationship manager. These roles are in addition to the traditional role of teaching, researching, acquiring funding, Ph.D. supervision and mentoring and administration. The findings suggest that PIs are better placed than TTO managers to act as boundary spanners between science and industry