Mornay Roberts-Lombard, Vernon Albert Pieterse and Lennet Gabriel
The study aims to explore how selected factors influence customer’s satisfaction in a business-to-consumer context. Furthermore, it also investigates the mediating role of…
Abstract
Purpose
The study aims to explore how selected factors influence customer’s satisfaction in a business-to-consumer context. Furthermore, it also investigates the mediating role of affective and calculative commitment on the satisfaction–loyalty link.
Design/methodology/approach
Using quota sampling methods, data was collected from 300 retail banking customers in an emergent market setting through self-administered questionnaires. In addition, the measurement and structural models were assessed.
Findings
The study established that satisfaction (through selective precursors) has a positive and significant influence on the future loyalty intentions of retail banking customers in an emerging market. Also, both affective and calculative commitment was found to partially mediate the satisfaction–loyalty relationship in a retail banking setting.
Research limitations/implications
The tested model validates the hypothesized relationships between employee attitude and service performance, employee personality traits, perceived value and satisfaction of retail banking customers in South Africa as an emergent market. It also confirms the positive influence of satisfaction on loyalty and the partial mediation of affective and calculative commitment on the satisfaction–loyalty link.
Practical implications
The findings of the study can guide retail banks in developing enhanced knowledge of how employee attitude and service performance, employee personality traits and perceived value can nurture satisfaction, ultimately strengthening the future loyalty intention of customers. It furthermore informs the management of retail banks of the directional importance of affective commitment and calculative commitment in strengthening the satisfaction–loyalty link.
Originality/value
Limited studies have investigated the relationship between satisfaction, its precursors and outcomes in a developing African market context, such as South Africa. Also, few studies have examined how commitment (affective and calculative) impacts the satisfaction–loyalty link from an emerging market perspective in Africa.
Details
Keywords
Manzoor Hassan Malik and Nirmala Velan
The purpose of this paper is to investigate both long-run and short-run dynamics among the software and services export, investment in information technology (IT) and GDP in India…
Abstract
Purpose
The purpose of this paper is to investigate both long-run and short-run dynamics among the software and services export, investment in information technology (IT) and GDP in India and to investigate the direction of the relationship among the given three macro-economic variables.
Design/methodology/approach
The time series data have been taken to investigate the long-run relationship exists among the variables. Annual data were collected from the NASSCOM Annual Reports, Planning Commission of India and Reserve Bank of India during the period 1980–2016. Cointegration and vector error correction model have been used for analyzing the causal relationship among investment in IT, software exports and GDP in India.
Findings
Cointegration results confirm that software and services export, investment in IT and GDP are cointegrated, implying that there exists the long-run equilibrium relationship among the given three macro-economic variables. Similarly, vector error correction mechanism Granger causality results hold that there is uni-directional long-run causality running from software and services export and investment in IT to GDP, implying that software and services export is an important determinant of economic growth in India.
Research limitations/implications
The limitations of the paper are generalization of the results and proxy variable for IT investments.
Practical implications
The paper has implications for the expansion of market concentration, diversification of software and service exports, and investments in R&D for increasing competitiveness of the industry in the global market.
Originality/value
This paper focuses on originality in the analysis of the relationship among the given variables software exports, investment in the IT sector and GDP in India. All the work has been done in original by the authors and the work used have been acknowledged properly.