Assessing the Relationship between Service Quality and Customer’s Propensity to Switch Brands in the Banking Industry of Bangladesh

The significance of banks and other financial institutions is highlighted by the contribution they make to the economic development of a country. With a number of state-owned, private-owned and foreign banks in Bangladesh, it reflects the wide range of options available to the customers, indicating the presence of severe competition. Such relentless competition in the banking industry of Bangladesh has led banks to seek ways to differentiate their services in the market, ultimately aiming to satisfy customers and preventing them to switch to a competing brand. Despite the efforts, banks are constantly hounded by the challenge of customers moving to another organization in search for better products and services. As expressed by the literary work of various academicians and researchers, service quality plays a vital role in determining the possibility of customers to switch. This research therefore, aims to investigate whether the components of service quality identified by the Servqual model discourage customers’ willingness to switch to another brand. Based on the analysis of diverse literature, hypotheses were developed and in order to test those, primary data collected from 250 respondents were analyzed through SPSS. Eventually, the findings reveal that the service quality dimensions positively influence customer satisfaction, which in turn are negatively associated with customers’ brand switching intention. Furthermore, the dimensions directly, without using customer satisfaction as a mediating factor, also have negative relationship with brand switching intentions. However, in the analysis, amongst all the dimensions of service quality only one element (i.e. responsiveness) was found less significant. Keywords: service quality, customer satisfaction, and brand switching intentio

The influence of customer experience on customer loyalty for the mobile telecommunication services

The term customer experience (CE) is used to describe an emerging trend where the sellers and buyers are connected through the past and current product and service experiences. Customer loyalty is an important tool for current and future businesses in telecommunication field. Customer loyalty can help to capture and develop future strategies. Moreover, the effect of customer satisfaction on customer loyalty is also very vital for the sustainability and stability of service provider survival in competitive markets. While customer loyalty and customer satisfaction have been examined widely in different research contexts, the issue of customer loyalty in the context of mobile telecommunication services currently represents a gap in the literature. Therefore, the objective of this study is to identify the influence of customer experience on customers’ loyalty in mobile telecommunication services. This research will gather survey data and applies structural equation modelling SEM to analyse the data. The findings will provide insights for mobile telecommunication service industries in developing strategies for improved implementation of mobile products and services as well as the design of marketing strategies along with improved business models

An Empirical Study of Customer Satisfaction and Loyalty on Health Websites

Numerous health websites are developing rapidly in China and the competition is fierce between these websites. In order to win the competition, the websites operators need to satisfy their customers to attain more market shares. But few attention has been paid to factors affecting customer satisfaction and loyalty on these websites. As a result, the paper aims to empirically explore the factors affecting customer satisfaction and loyalty on health websites based on perceived service quality (responsiveness, empathy and reliability), perceived risk (financial risk and time risk) and trust, and then to propose some targeted measures. A survey was conducted to collect data by means of questionnaires, and a total of 231 usable responses were gathered. Then the hypothesis model was tested using the Structural Equation Modeling(SEM). Results revealed that responsiveness, empathy, time risk and trust had significant impacts on customer satisfaction, whereas reliability and financial risk showed no effects on customer satisfaction. In addition, customer satisfaction and trust significantly influenced customer loyalty. The implications and limitations were discussed

DRIVING FORCE OF E-LOYALTY IN ONLINE BANKING SECTOR IN THE CONTEXT OF MALAYSIA

The development of customer loyalty in online banking has become a basic issue because of the positive and constructive influence on banks' long haul productivity. With increasing Internet access, the competition is only one tick away. Customer loyalty in online banking sector appears to be essential for electronic banks both in a competitive and additionally an economic sense. Hence, there is a need to understand how customer loyalty in the online banking sector is created. Previous studies found that e-service quality, e-satisfaction, and e-trust have direct or indirect effects on the creation of e-loyalty. However, previous studies just demonstrated a piece of relationships between these variables and their effects on e-loyalty. A hole can be discovered that there is not a comprehensive view on all of the effects that service quality, customer satisfaction, and customer trust have on customer loyalty in the context of online banking. Therefore, the present research tried to provide a comprehensive model to fill the crevice of previous literature and demonstrate the relationship of e-service quality, e-satisfaction, and e-trust with e-loyalty in the online banking sector. The target sample in this investigation was experienced Internet banking users. Based on the investigation, it is discovered that e-satisfaction and e-trust assume the real role to construct e-loyalty in the online banking sector. However, e-service quality is not a predictor of customer e-loyalty towards Internet banking websites. It means that customers tend not to be steadfast even. However, the online banking service providers provide great services. The investigation impediments, suggestions, alongside directions for further research are discussed

The Drivers of Customer Loyalty to Retail Banks: An Empirical Study in Bangladesh

The main aim of this study is to identify the most important drivers of customer loyalty in the retail banking settings in Bangladesh. The study also sought to identify the interrelationships between service quality, customer satisfaction, corporate image, customer value and customer loyalty in the retail banking sector in Bangladesh. In Bangladesh, no study has yet investigated the above mentioned interrelationship. The purpose of this study is to fill this gap. A review of literature was conducted to find out the relationship between service quality, customer satisfaction, corporate image, and customer value and customer loyalty. The literature review confirms the positive relationship between each of the study constructs. A survey was conducted to collect data. The sample size of 100 retail banking customers was drawn from two public and four private banks in Bangladesh. A set of developed questionnaire distributed to retail bank customers in Bangladesh. Five post graduate students (interviewers) administered the survey. They administered the survey in Dhaka and Comilla during four weeks period in November and December, 2010, between 5th November to 3th December, 2010. The result shows that all the study constructs are positively correlated with each other in the retail banking settings in Bangladesh. The researcher has removed the customer satisfaction item from the scale due to its cronbach alpha value. The result confirms that customer value is the most important drivers of customer loyalty in the retail banking sector in Bangladesh. Key Words: Retail banking, service quality, customer satisfaction, customer value, corporate image, customer loyalty

The Role of Smarthome Technology for Improving Supply Chain and Perceived Value on Housing Retailer

Abstract- Smart building can be a procedure for developing supply chain in civil industry. The current type of housing in Indonesia is classified into several clusters and has varying prices, from prices of hundreds of millions to billions. For homes that have a price of millions, providing comfortable facilities,it is a must such as smart home systems that offer additional safety features, running by IoT (Internet of Things) technology where the owner can control and monitor via smartphones. This kind of system will certainly not be available on simple housing types or mortgages. To use this system, the owner or housing retailer will issue a large amount of cost used for the installation and installation. Some developer offered a smart home technology with a relativelyhigh price, which is around the price of 20 million to a dozen million IDR which not include the usual maintenance and installation of the system. This condition overcomes the problem that housing retailer often difficult to sell a house with extra smart home packages. Mostly, the onlyhigh-income consumer can buy a house with smart home features. This problem is the detailed background for this research that aims to design software of smart home that affordable, and to optimize the value of housing used the descriptive quantitative method with a waterfall system as a software development model. At the end reach purposed that the smart concept can be installed at home or housing so that not only owned by a high-end consumer but also with middle to lower consumption

Service Quality Dan Kepuasan Konsumen: Studi Empiris Dan Implikasinya Pada Toko Online

: The purpose of this study is to analyze the effects of service qualitydimensions namely tangible, reliability, responsiveness, assurance, and empathy onconsumer satisfaction in the context of online shop. The primary data collection wasconducted by survey method through distributing the questionnaries to 117 consumers.Nonprobability sampling method with snowball sampling technique be used in thisstudy to recruit the respondents. By using the structural equation modelling withAMOS statistical software, this study indicated that empathy dimension was identifiedas the main determinant of consumer satisfaction toward online shop, while tangible,reliability, and responsiveness dimensions was not influenced consumer satisfactiontoward online shop. This study also indicated that assurance dimension has a negativeeffect on consumer satisfaction toward online shop

Explaining customer’s continuance intention to use mobile banking apps with an integrative perspective of ECT and Self-determination theory

Digital payments evolve as the next generation system to take over the global commerce landscape in the same manner in which internet and mobile telephony had dominated the traditional communication domains. The use of mobile banking apps has spurred the digital medium across the globe and resulted in a fundamental shift in retailing practices. The purpose of this paper is to comprehend various factors influencing the customer’s continuance intention-behavior to use mobile banking apps. In this study, we developed a research model that encompasses the attributes of Expectation confirmation theory (ECT) and Self-determination theory (SDT). The research model was tested using survey data collected from 744 respondents across various demographics and analyzed using structural equation modeling (SEM) to understand the usage behavior of mobile banking apps in a multi-faceted business environment. The various hypothesis of the research model indicate that mobile banking apps continuance intention usage behavior is strongly influenced by the satisfaction, intrinsic and identified regulations, whereas satisfaction is influenced by the expectation-confirmation, trust, and quality. The research findings reveal that, “An enormous potential are available for marketing managers and researchers to tape these opportunities and plan for continual and sustainable growth of mobile banking apps. “ Available at: https://aisel.aisnet.org/pajais/vol10/iss2/5