2 research outputs found
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Investigating the impact of service quality dimensions, price and reputation on the behavioural intentions of retail banking customers
This thesis was submitted for the award of Doctor of Philosophy and was awarded by Brunel University LondonRetail banking service providers are facing challenges such as continuous changes in consumer expectations and escalating global competitiveness. The banking sector is characterised as an extraordinarily competitive and regulated sector. As a result, it is essential that retail banking service providers reassess the level of their service quality and recognise the important factors that influence customer satisfaction, intention and loyalty. As pointed out by the literature, there is a fundamental need for studies on customer intention and behaviour which will show whether customer attitudes provide significant evidence of how customers act and feel. Furthermore, there is a lack of theoretical modelling and empirical studies on the relationships between customer satisfaction, service quality and variables in other areas of service experience, such as price, reputation and complaint intention, in the retail banking context. Thus, the current study adopted the expectation confirmation theory because its aim is to develop a framework that advances the understanding of customer satisfaction, intention and loyalty in the retail banking sector, which can be best achieved by choosing a theory whose main target is to measure customer satisfaction and post-purchase behaviour. The proposed framework enhances our understanding by expanding ECT theory. To clarify, the conceptual framework introduces three constructs, price, reputation and complaint intention, which had not previously been brought together into one framework with the rest of the present study constructs, a practice which is considered to offer a highly valuable contribution. Additionally, the outcomes from this study have many implications for managers and decision-makers in the banking service sector. It is essential for marketing managers in the banking sector to understand the importance of all of the components of service quality as well as price and reputation, in order to understand fully customer satisfaction and intentions.
The primary aim of this study is to examine how customer intention and loyalty are affected by service quality dimensions, price and reputation, using the intermediation role of confirmation and customer satisfaction. This study has developed a theoretical framework that integrates a set of essential variables to evaluate the impact of service quality dimensions, price and reputation on customer's intentions and loyalty, using Expectation Confirmation Theory. Consequently, hypotheses are created to examine the association between the framework variables. This study employs a quantitative method alongside a positivist approach to examine the hypothetical associations within the conceptual framework. Of the online surveys distributed to retail banking consumers, 923 were valid. To validate and analyse the data, the research study employs structural equation modelling using AMOS SPSS (Statistical Package for the Social Sciences).
The final results illustrate that tangibles, assurance, responsiveness, empathy and price have a significant impact on confirmation and customer satisfaction. On the other hand, reliability has no significant impact on confirmation and customer satisfaction in the Saudi retail banking sector. In addition, reputation has a significant impact on customer satisfaction. Furthermore, confirmation also has an important influence on customer satisfaction and customer satisfaction has a significant relationship with customer intentions and loyalty. Customer satisfaction also has a significant relationship with customer loyalty. Indeed, the overall results of this study reveal the impact of service quality, price and reputation on customer intention and loyalty through customer satisfaction, along with confirmation of customer expectations. Finally, the outcomes of this study have practical and theoretical implications which advance the knowledge in this area.King Fahad Security College and the Saudi Arabian Cultural Bureau in Londo
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Investigating customer intentions influenced by service quality: using the mediation of emotional and cognitive responses in Saudi Arabia
This thesis was submitted for the award of Doctor of Philosophy and was awarded by Brunel University LondonMobile service operators are struggling to build strong relationship with their customers. The Saudi Market is described as a highly regulated and competitive sector. Consequently, it is essential that mobile service operators re-evaluate the level of their service quality and understand its critical factors that influence customer eWOM and switching intention through emotional and cognitive responses. According to the literature review, there is a need for studies on customer behaviour to demonstrate whether customer responses are prominent indicators of how customers feel. In addition, there is a lack of empirical study and theoretical modelling of the relationships between customers’ emotional response and constructs based on other service experience. The main aim in this research is the investigating customer intentions influenced by service quality using the mediation of emotional and cognitive responses in Saudi Arabia. This research develops a theoretical framework that integrates a set of cognitive and emotional response (pleasure and arousal) to examine the influence of service quality on customer intention by using theory of reasoned action (TRA) and stimulus-organism-response (S-O-R), merged into one framework. Therefore, hypotheses are developed to test the relationship between the framework variables. This research adapts a quantitative methodology along with the positivist philosophical approach to investigate hypothetical relationships within the conceptual framework. This research used online surveys completed by mobile and social media users, including a survey with 601 responses out of 621. To analyse and validate the data, this study applies the structure equation model by using Statistical Package for the Social Sciences (SPSS) AMOS V. 23. The result indicates that there are significant relationships between service quality dimensions and emotional response (pleasure and arousal). Moreover, subjective norms have a significant relationship with customer intention and emotional response. In addition, emotional response has, both directly and indirectly, a significant relationship with customer intention. The overall results of this research indicate that both the effect of service quality on eWOM and switching intention were mediated by customer attitude and by the pleasure and arousal emotional responses. These research outcomes yield several theoretical and practical implications. A key limitation of this research is its data collection by using a quantitative research approach and cross-sectional methodology; consequently, the data collection was done solely in the KSA.King Abdul Aziz University and Saudi Arabian Cultural Bureau