This study aims to examine the factors that lead to loyalty in bank customers. It establishes a relationship of service quality (SQ) with satisfaction and attitude that leads to…
Abstract
Purpose
This study aims to examine the factors that lead to loyalty in bank customers. It establishes a relationship of service quality (SQ) with satisfaction and attitude that leads to customer loyalty. The impact of SQ along with satisfaction and attitude on customer loyalty is explored.
Design/methodology/approach
Primary data was collected from 1,097 customers of the banking service. Structural equation modelling (SEM) and multiple regression analyses was used to analyse the data. The adaption of multiple regression and SEM for the analysis authenticates the similar findings in both the methods of analysis.
Findings
All the factors contribute to the formation of SQ. There exists a linear relationship of SQ, satisfaction and attitude in the formation of customer loyalty.
Research limitations/implications
Sample can be more diverse and collected from different cities as well. Similar studies are possible for diverse demographic groups such as gender, age, education and others.
Practical implications
The results of this study have significant implications for understanding customer loyalty for banks of Saudi Arabia.
Originality/value
This research attempts to explore the factors responsible for the SQ in banks of Saudi Arabia so as to establish a relationship between SQ, satisfaction, attitude and loyalty.
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Muhammad Imran Malik, Faisal Nawaz Mir, Saddam Hussain, Shabir Hyder, Asim Anwar, Zia Ullah Khan, Noman Nawab, Syed Farjad Ali Shah and Muhammad Waseem
This paper aims to examine the mediating role of environmental concern in the relationship of green purchase awareness and purchasing behavior of fast food consumers keeping in…
Abstract
Purpose
This paper aims to examine the mediating role of environmental concern in the relationship of green purchase awareness and purchasing behavior of fast food consumers keeping in view the theory of planned behavior.
Design/methodology/approach
A quantitative, cross-sectional design is used by collecting primary responses through a validated questionnaire. In all, 1,008 male and female buyers of fast food were sampled. Structural equation modeling is applied.
Findings
The results revealed that green purchase awareness has a positive relationship with green purchase behavior, and environmental concern has no mediation in the relationship. Upon having awareness, the respondents adopted green or pro-environmental behavior, but at the same time, they were found having least concern for the protection of environment.
Research limitations/implications
This is a cross-sectional study with questionnaire. Multiple sources of data collection results in weakening self-reporting bias.
Practical implications
Implications count toward individuals, enterprises and society at general.
Originality/value
The study highlights the issue of not having concern for the protection of the environment even after having green purchase awareness. This is the first time the environmental concern is examined as a mediator in the selected relationship. The contradictory results of having no environmental concern differentiate this study from others.
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This study aims to explore the factors responsible for influencing the service quality (SQ) of department stores in Albaha region, Saudi Arabia. This study also examines the level…
Abstract
Purpose
This study aims to explore the factors responsible for influencing the service quality (SQ) of department stores in Albaha region, Saudi Arabia. This study also examines the level of influence on SQ.
Design/methodology/approach
Primary data was collected from 600 customers out of which 508 questionnaires were included for analysis using retail service quality scale (RSQS). Quota sampling technique was adapted for data collection from different cities of Albaha province. SPSS software was used to analyse the data using multiple linear regression analysis.
Findings
Three dimensions have a positive significant impact on SQ (physical aspect, problem-solving and reliability), whereas one dimension (personal interactions) has a negative significant influence and one dimension (policy) is found to be a highly insignificant factor.
Research limitations/implications
Further investigation is required for the negative but significant behaviour of personal interaction and insignificant impact of policy as factors.
Practical implications
This study outlines the dimensions having positive and significant influence of SQ on the department stores.
Social implications
This study suggests socially and culturally acceptable methods to improve SQ in Albaha.
Originality/value
The research suggests that personal interaction has a negative influence on SQ; this deviation of results from the literature may be due to the cultural variances in KSA which needs to be further investigated, as customers in Albaha are not willing to converse and interact with the seller.
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This study aims to, first, propose a valid and reliable scale to document the COVID-19 Pandemic Shopping Experience (CPSE) and, second, determine the impact of its variables on…
Abstract
Purpose
This study aims to, first, propose a valid and reliable scale to document the COVID-19 Pandemic Shopping Experience (CPSE) and, second, determine the impact of its variables on the postpurchase shopping experience (PPSE).
Design/methodology/approach
For scale development, published studies were scanned and the variables were shortlisted. These shortlisted variables were validated by 52 faculties from four universities in Saudi Arabia. Data were collected from 318 respondents to purify the CPSE Scale. In Study 2, a path analysis was performed on a sample of 354 respondents to determine the individual impact of each variable on PPSE.
Findings
A total of 14 items were found to be aligned under four variables, social distance (SD), shop hygiene, operational time and entertainment venues. SD was found to have the greatest influence on PPSE, followed by operational time and shop hygiene.
Practical implications
This research has important implications for retailers to initiate changes in store layout so that they can implement social distancing by physically marking stickers on the floors and by placing barricading on billing counters. Store hygiene can be ensured by making sanitizers and hand gloves available at the entry points, periodically cleaning the floor and sanitizing the premises. Rationing the operating time proved to be an effective tool to minimize the exposure time, thereby limiting consumers' time inside the store.
Originality/value
To the best of the authors’ knowledge, this is the first study to propose a full-scale measure of the customer shopping experience (SE) during a pandemic. This scale can be generalized to measure SE in similar situations.
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Tinashe Musasa and Tshepo Tlapana
This study aims to ascertain the significance of retail service quality dimensions on shopping frequency at supermarkets in Durban. This study also adopts the Retail Service…
Abstract
Purpose
This study aims to ascertain the significance of retail service quality dimensions on shopping frequency at supermarkets in Durban. This study also adopts the Retail Service Quality Scale (RSQS) to South African supermarket consumers.
Design/methodology/approach
Primary data were collected from 399 consumers through mall intercepts using an adapted RSQS. Non-probability convenience sampling was utilised in selecting participants from different malls in Durban. To analyse data the SPSS software was utilised with multiple regression analysis to confirm relationships between variables of the study.
Findings
Results indicate a significant linear relationship between retail service quality and shopping frequency. Two of the three dimensions of retail service quality (atmospherics and reliability) have a positive and significant influence on the shopping frequency of consumers whereas one dimension (policy) showed no significant influence on the dependent variable.
Research limitations/implications
Further studies are recommended in ascertaining the reasons behind an insignificant relationship between policy items of service quality and the shopping frequency of consumers.
Practical implications
This study highlights the managerial implications of retail service quality on improved shopping frequency of consumers.
Originality/value
This study suggests a lesser emphasis on policy items specifically personal interaction amongst Durban consumers on their shopping frequency. This might be due to cultural differences as well as the importance of self-service and privacy in supermarkets. Furthermore, this study demonstrates the role of context in providing deviations in retail service quality measurement and conceptualisation.
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Wayne Martindale, Isobel Wright, Lilian Korir, Arnold M. Opiyo, Benard Karanja, Samuel Nyalala, Mahesh Kumar, Simon Pearson and Mark Swainson
The application of global indices of nutrition and food sustainability in public health and the improvement of product profiles has facilitated effective actions that increase…
Abstract
The application of global indices of nutrition and food sustainability in public health and the improvement of product profiles has facilitated effective actions that increase food security. In the research reported here we develop index measurements further so that they can be applied to food categories and be used by food processors and manufacturers for specific food supply chains. This research considers how they can be used to assess the sustainability of supply chain operations by stimulating more incisive food loss and waste reduction planning. The research demonstrates how an index driven approach focussed on improving both nutritional delivery and reducing food waste will result in improved food security and sustainability. Nutritional improvements are focussed on protein supply and reduction of food waste on supply chain losses and the methods are tested using the food systems of Kenya and India where the current research is being deployed. Innovative practices will emerge when nutritional improvement and waste reduction actions demonstrate market success, and this will result in the co-development of food manufacturing infrastructure and innovation programmes. The use of established indices of sustainability and security enable comparisons that encourage knowledge transfer and the establishment of cross-functional indices that quantify national food nutrition, security and sustainability. The research presented in this initial study is focussed on applying these indices to specific food supply chains for food processors and manufacturers.
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Kanza Abid, Zafar Iqbal Shams, Muhammad Suleman Tahir and Arif Zubair
The presence of heavy metals in milk causes many acute and chronic physiological dysfunctions in human organs. The present study aims to investigate the heavy metals in cow's and…
Abstract
Purpose
The presence of heavy metals in milk causes many acute and chronic physiological dysfunctions in human organs. The present study aims to investigate the heavy metals in cow's and buffalo's milk of two major cities, Karachi and Gujranwala, Pakistan to estimate metal intake by humans from this source.
Design/methodology/approach
In total, 48 milk samples from 2 cities were drawn from animals' udder to avoid contamination. Each sample was digested with nitric acid at 105 oC (degree Celsius) on a pre-heated electric hot plate to investigate the metals by atomic absorption spectroscopy (flame type). Air-acetylene technique analyzed chromium, cadmium and lead, and the hydride method analyzed arsenic in the milk samples.
Findings
The results revealed the highest mean lead concentration (19.65 ± 43.86 ppb) in the milk samples, followed by chromium (2.10 ± 2.33 ppb) and arsenic (0.48 ± 0.73 ppb). Cadmium was not detected in any sample, assuming cadmium's occurrence was below the detection level. The concentrations of all the metals in the samples of the two cities do not differ statistically. Lead concentrations in the buffalo's milk were higher than in cow's milk (p < 0.05). However, the concentrations of arsenic and chromium between buffalo's and cow's milk do not differ statistically. The present study reveals a lower level of metals in the milk than those conducted elsewhere. The mean concentrations of all the metals met the World Health Organization's (WHO) safety guidelines (1993).
Research limitations/implications
Although cadmium causes toxicity in the human body, cadmium could not be measured because cadmium's concentration was below the detection level, which is 1 ppb.
Practical implications
This study will help reduce the toxic metals in our environment, and the sources of heavy metals, particularly from the industrial sector could be identified. The feed and water consumed by the milking animals could be carefully used for feeding them.
Social implications
This study will help reduce the diseases and malfunction of human organs and organ systems since these heavy metals cause toxicity and carcinogenicity in humans. Arsenic and chromium cause cancer while lead causes encephalopathy (a brain disease).
Originality/value
The study reports heavy metal concentrations in the two attributes of four independent variables of raw milk samples that were scarcely reported from Pakistan.
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Randy Riggs, José L. Roldán, Juan C. Real and Carmen M. Felipe
This article examines the mechanisms through which big data analytics capabilities (BDAC) contribute to creating sustainable value and analyzes the mediating roles that supply…
Abstract
Purpose
This article examines the mechanisms through which big data analytics capabilities (BDAC) contribute to creating sustainable value and analyzes the mediating roles that supply chain management capabilities (SCMC), as well as circular economy practices (CEP), play through their impact on sustainable performance.
Design/methodology/approach
Following a literature review, a serial mediation model is presented. Hypotheses regarding direct and mediating relationships are tested to determine their potential for sustainability impact and circularity. Partial least squares structural equation modeling (PLS-SEM) has been applied for causal and predictive purposes.
Findings
The results indicate that big data analytics capabilities do not have a direct positive impact on sustainable performance but influence indirectly through SCMC and CEP.
Originality/value
Although some authors have addressed the associations between IT business value, supply chain (SC), and sustainability, this paper provides empirical evidence related to these relationships. Additionally, this study performs novel predictive analyses.