The value perspective to adopt mobile banking

Customer’s value perception is a subjective concept in banking services. Value perception varies among bank customers. Despite the availability of technologically advanced mobile devices, mobile banking services, which use these devices, have not been widely accepted by the customers. Thus, the objective of this study is to investigate various factors affecting the value held by bank customers in driving their behavioural intention to use mobile banking services. The findings from this study may enable banks which seek to promote competitive advantage to examine all factors related to perceived value in order to improve customer value of mobile banking service and consequently their intention to adopt

The influence of relationship quality on loyalty in service sector

Stiff competition in the service market forces service firms looking for the best approach to attract and create a group of loyal customers. Relationship marketing is a strategy used by many service providers to maintain long-term relationship. Moreover, relationship quality is the manifest of successful relationship marketing activities. Good implementation of relationship marketing strategy can be seen from good relationship quality built between customer and service provider. The purpose of this research is to examine the relationship between relationship quality and loyalty across service types (Credence services versus Experience Services). In this study, relationship quality dimensions consist of interpersonal factors (closeness, communication, communication quality and special care) and firm factors (commitment, trust and satisfaction). The findings revealed that relationship quality influenced the loyalty in both service types. Importantly, all dimensions of relationship quality have different magnitude of influence on relationship quality in both credence services and experience services; with “commitment” has the strongest influence and “communication quality” as the weakest dimension. To sum up, in developing good relationship quality, the service provider should focus on both firm factors as well as interpersonal factors

Determinants affecting customer’s intention to adopt mobile banking in Saudi Arabia

Mobile technologies and services are envisioned as the possible driving force that will create a variety of business opportunities. The objective of the present study is to determine the major factors that contribute towards customer’s intention to adopt mobile banking as electronic-financial services among commercial banks in Saudi Arabia. The research uses primary data and the unit of analysis is individuals who are non-users of mobile banking services. The study questionnaires were distributed to samples throughout Saudi Arabia concentrating on major cities. Four hundred and three valid responses were received and analyzed through multivariate analysis process using Structural Equation Modelling. The study shows that Mobile Phone Experience and Awareness of Service are critical in the comprehension of the technology and its related functionality and benefits while the lack of knowledge and information maximizes the perception of risk. The results also reveal that Performance Expectancy, Effort Expectancy and Perceived Risk are major predictors for adopting mobile banking services in the initial adoption stage. The principal conclusion is that mobile banking services should offer innovative services compared to existing competition services in a similar area, i.e. electronic-banking services. As demonstrated, differentiation can be attained by encompassing more benefit factors than sacrifice factors that create perceived value of adopting mobile banking services in the future

Factors determining client loyalty to advertising agencies

The advertising agency-client relationship is an important element in maintaining client loyalty. In this regard, the study attempts to explain why a number of clients maintain loyal relationships with their advertising agencies. Loyalty in advertising agency-client relationship is generally determined by such factors as the business environment in which they operate, organizational structure, well developed general policies, compatible interpersonal characteristics, actual account performance, positive attitudes towards suppliers and effective processes involving suppliers. For the study, both telephone interviews and self-administrated questionnaires were used to collect the data. The respondents consisted of personnel within client organizations who are knowledgeable about advertising practices. A final sample of 133 respondents was obtained from the Klang Valley area to represent the advertising industry. The data was analysed using Univariate Descriptive Analysis and Factor Analysis. Descriptive Analysis gave the overall picture about the study. For the factor analysis, 16 factors were extracted that illustrate the advertising agency-client relationship contributing 72.05% of the variance explained, with Cronbach alpha of 0.909 (90.9%), showing the items used were highly reliable. The 16 factors obtained have a good explanatory power with respect to agency-client loyalty which includes performance oriented partnership, client control and agency leadership, formally structured organization, client centereness and market stability, agency management competency,centralized authority, mutuality of interest, compatibility, conflict resolution and co-operation, creativity, interdependence,co-ordination and specialization, low competition and technological change, matured product, continuity and conformity of norms, absence of erratic changes in strategies and objectives, and strong commitment

The influences of religious attributes of halal products on export marketing strategy: preliminary findings

Marketing halal products in an international setting warrants additional care not only in meeting the specificity of the target markets but also in securing the 'halalness' aspect of the products. In relation to product attributes, Muslim consumers particularly are more sensitive to the integrity of the halal status than other quality aspects of the product. As Islamic values are attached to products, the religious attributes of halal products are expected to play a role in influencing the implementation of the export marketing strategy. Based on face-to-face interviews with the experts from Mufti, HDC and MATRADE office, and also halal food exporters, the qualitative findings have revealed two main dimensions of halal product attributes and seven emerged themes on the export marketing strategies. The findings have given some thought on the development of the export marketing theory, specifically on the marketing programme adaptation in the context of the halal industry

R&D marketing integration in new product development: The case of the telecommunications industry in Malaysia (Preliminary findings)

Developing new products in a complex environment, such as in the telecommunications industry, involves significant integrated effort-particularly between that of R&D and Marketing. The failure to integrate R&D and Marketing in new product development can result in over-designed, over-priced, and either obsolete or radically-advanced products with little customer value. This paper attempts to offer insights into R&D and Marketing integration in the telecommunications industry in Malaysia. In general, only a few telecommunication companies have achieve effetive R&D-Marketing integration which is significant in certain areas requiring the integration

Determining relationship marketing instruments

The focus of businesses has shifted from acquiring new customers to placing greater emphasis on retaining customers through relationship marketing. However, currently, there is limited knowledge on Relationship Marketing Instruments (RMIs) that are appropriate in managing customer relationships. This paper aims to explore and empirically test the dimensions of RMIs that are appropriate in managing customer relationships. First, it reviews the concept of RMIs and its important dimensions, followed by reports on the construction and validation of the measure of RMIs. The existing literature on this topic have hypothesized five dimensions of RMIs; however, an exploratory factor analysis discovers that RMIs consist of eight dimensions. The final part of the paper discusses the implications of the findings and directions for future research

The underlying dimensions of relationship marketing in the Malaysian mobile service sector.

After so many years, the Malaysian mobile service market is getting saturated whereby the service operators had difficulties to differentiate themselves since they had offered almost the same services. As the service options are wide, therefore customers become less committed to a particular provider and might easily shift from one operator to another. This situation forces the service providers to create a strategy that focuses more on gaining and retaining long term relationship with their customers. Therefore, the objective of this study is to determine the underlying dimensions of relationship marketing in the Malaysian mobile service sector. A sample of 300 customers is drawn using Mall Intercept Scientific Procedures around Klang Valley and the Structural Equation Model (SEM) is utilized in testing the proposed model. The results show that the relationship between the exogenous latent factors and the overall endogenous factor are significant ranging from 0.77 to 0.94. That is, relatively high proportion of the variance in relationship marketing are well-explained by each of the factors

Halal values and attitude among Muslim worldwide: does it affect the adaptation of marketing program strategy?

The main purpose of this paper is to examine the influence of Halal values and attitude on marketing program adaptation. A self-administered survey has been distributed to a sample of 110 Malaysian Halal exporters that involved in variety of product categories. The results of SEM-PLS analysis show that Halal values and attitude have significant and positive influence on the marketing program adaptation. The study was limited to the examination of the socio-cultural factors pertinent to the Halal industry on the adaptation strategy of marketing program among Malaysian exporting firms that dealing with Halal certified products. In practice, the understanding of the role of Halal values and attitudes on marketing program adaptation will contributes to exporters and policy makers in their efforts to improve marketing effectiveness and export performance of Halal products in global Halal market through the development of product that is closely adapted to export market specificity. In theory, the investigation of standardization versus adaptation issue in Halal market has contributed to the body of knowledge of international marketing strategy by adding single industry values

Institutional sustainability of Malaysian homestays : government perspective / Ann Selvaranee Balasingam…[et al.]

Institutional sustainability issues within the Malaysian homestays product over the last 30 years include lack of governance and leadership issues. This research intends to test the relationship between three institutional sustainability indicators namely; flexibility, self-organization, and power-sharing against homestay sustainability from the government perspective. The concept of homestay sustainability and stakeholder theory underpins this study. Survey questionnaires were collected from 115 government officials to fill out based on a five-point Likert scale. The sampling strategy is convenience sampling, and the data was analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM) approach. The findings of the study confirm the significant relationship between flexibility, self-organization and powersharing and homestay sustainabilit