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1 – 4 of 4Syed Ali Raza, Amna Umer, Muhammad Asif Qureshi and Abdul Samad Dahri
This study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect the…
Abstract
Purpose
This study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect the structural association between Internet banking service quality, electronic customer satisfaction and electronic customer loyalty based on separate constructs.
Design/methodology/approach
In this present research, quantitative approach is applied. The data is gathered from 500 bank clients in Pakistan by using structured questionnaires, and the theoretical model is tested by partial least square structured equation modeling (PLS-SEM). Moreover, convergent validity and discriminant validity were assessed.
Findings
Results show that all the dimensions are found to have a positive and significant influence on customer satisfaction while customer’s satisfaction has a significant and positive impact on customer’s loyalty. Findings indicate that service quality plays a very important role in every society, as it has become the basis for how customers interpret online banking and, in the end, how it interacts and operates with online services.
Practical implications
This research adds up considerably to the literature of bank marketing, and it is also fruitful for the academicians since it demonstrates the way Internet banking service quality determinants predict e-satisfaction of clients which ultimately raises the e-loyalty of clients. This study is useful for those E-retailers and managers who want to grab e-retailing market.
Originality/value
This research suggests a model which ultimately enhances customer loyalty towards Internet banking service quality through customer satisfaction in Pakistan. It involves modified model of E-SERVQUAL (user friendliness, efficiency of websites, personal need, and site organization) which connects it to electronic customer satisfaction and electronic customer loyalty. Therefore, it will assist the Internet banking sector in building effective marketing tactics, establishing long lasting relationships with clients and acquiring the competitive edge in the market.
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Hira Aftab, Talat Islam and Amna Umer Cheema
Knowledge hiding has become a great challenge for organizations. Therefore, this study aims to understand how humble leadership affects knowledge hiding. Specifically, this study…
Abstract
Purpose
Knowledge hiding has become a great challenge for organizations. Therefore, this study aims to understand how humble leadership affects knowledge hiding. Specifically, this study aims to explore the mediating role of self-efficacy between humble leadership and knowledge-hiding and the moderating role of negative workplace gossip between humble leadership and self-efficacy.
Design/methodology/approach
As 63% of Pakistani employees are involved in knowledge-hiding, data were collected from 329 employees working in various organizations on a convenience basis using a questionnaire-based survey. Considering the potential problem of common method bias, the data were collected on two separate occasions. This study applied structural equation modeling for the analysis using AMOS software.
Findings
This study noted that when working with humble leaders, employees are less inclined to conceal their knowledge, and this relationship is mediated by self-efficacy. In addition, this study noted that individuals high in perceived negative gossip exhibit low self-efficacy even in the presence of humble leadership.
Research limitations/implications
Cross-sectional time-lagged data of the study may restrict causality. Nevertheless, the findings contribute to the social learning theory by offering a more intricate comprehension of how knowledge-hiding can be tackled in the workplace. Further, this study suggests that humble leadership can be an effective strategy to overcome negative workplace behaviors.
Originality/value
Extending the existing literature on knowledge-hiding and drawing upon social learning theory, this study highlighted the role of humble leadership. The study not only reveals self-efficacy as a mediating mechanism between humble leadership and knowledge-hiding but also explores how negative gossip serves as a boundary condition to harm self-efficacy in the presence of humble leadership.
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Arooba Chaudhary, Amna Umer Cheema, Labiba Sheikh and Talat Islam
This study investigates how compulsory citizenship behavior (CCB) restricts police employees from fulfilling their family responsibilities [i.e. work–family conflict (WFC)] and…
Abstract
Purpose
This study investigates how compulsory citizenship behavior (CCB) restricts police employees from fulfilling their family responsibilities [i.e. work–family conflict (WFC)] and affects their psychological health. The authors also examined putting family first (PFF) as a conditional variable on the association between CCB and WFC.
Design/methodology/approach
This quantitative study collected data from 341 police employees on convenience basis. Further, the authors tackled the issue of common method bias (CMB) by collecting data in two waves.
Findings
The data were analyzed through structural equation modeling (SEM), and the result revealed that WFC mediates the association between CCB and police employees' psychological health. In addition, the authors noted that individuals high in PFF were less likely to experience WFC in the presence of CCB.
Originality/value
This study contributes to the scant literature on police employees' psychological health. Specifically, this study is the first to investigate the mediating role of WFC between CCB and psychological health with the boundary condition of PFF.
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Talat Islam, Areela Khatoon, Amna Umer Cheema and Yasir Ashraf
Employee work engagement has become a major concern for managers as hardly 21% of employees are engaged in their work. Therefore, this study aims to unveil the association between…
Abstract
Purpose
Employee work engagement has become a major concern for managers as hardly 21% of employees are engaged in their work. Therefore, this study aims to unveil the association between ethical leadership and employee engagement. Specifically, the study explores the mediating role of trust in leader between ethical leadership and employee work engagement and moderating role of harmonious work passion in the association between trust in leader and employee work engagement.
Design/methodology/approach
This study collected data from 491 employees and their immediate supervisors working in various organizations (in Pakistan) through “Google Forms”. The data were analyzed through analysis of moment structure (AMOS) and structural equation modeling (SEM) was applied to examine measurement model (for unidimensionality) and structural model (for hypotheses testing).
Findings
The study noted that ethical leaders positively influence their subordinates to engage in their work. In addition, employees' trust in leader was noted to mediate the association between ethical leadership and employee work engagement. Finally, employees high in harmonious work passion are more likely to engage in their work when perceived their leaders ethical style.
Practical implications
The study suggests to management that fair dealing and involvement in decision-making (ethical leadership) improve employee work engagement as such practices build employees' level of trust in their leaders. In addition, management is suggested to give freedom to employees while selecting their tasks as it positively contributes to their harmonious work passion which ultimately benefits the organization.
Originality/value
Drawing upon social exchange and self-determination theory, this study is the first of its kind that explored the moderating role of harmonious work passion and mediating role of trust in leader between ethical leadership and employee work engagement.
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