The purpose of this paper is to explain the significance of contextually localized strategies and to engage researchers in critical reflection about the ethical dilemmas of…
Abstract
Purpose
The purpose of this paper is to explain the significance of contextually localized strategies and to engage researchers in critical reflection about the ethical dilemmas of researching in volatile situations.
Design/methodology/approach
Based on 14 months of research experience, the paper reflects on the challenges and difficulties in qualitative data collection through conventional methodology in dangerous fields.
Findings
The paper argues that conventional methodology and the established codes of ethics and their guidelines certainly provide a useful starting point but each dangerous setting requires different localized approaches whereas ethics need to be considered as a process approach.
Practical implications
This paper not only suggests the significance of “intermittent interview method” and its effectivity but also the importance of “respondent pyramiding” and “mutual confidentiality” in a dangerous field.
Originality/value
The paper reflects on the original 14 months of ethnographic accounts which will add value to the existing literature on qualitative research in dangerously hazardous fields.
Details
Keywords
Puneett Bhatnagr, Anupama Rajesh and Richa Misra
This study aims to analyse and understand customer sentiments and perceptions from neobanking mobile applications by using advanced machine learning and text mining techniques.
Abstract
Purpose
This study aims to analyse and understand customer sentiments and perceptions from neobanking mobile applications by using advanced machine learning and text mining techniques.
Design/methodology/approach
This study explores a substantial large data set of 330,399 user reviews available in the form of unstructured textual data from neobanking mobile applications. This study is aimed to extract meaningful patterns, topics, sentiments and themes from the data.
Findings
The results show that the success of neobanking mobile applications depends on user experience, security features, personalised services and technological innovation.
Research limitations/implications
This study is limited to textual resources available in the public domain, and hence may not present the entire range of user experiences. Further studies should incorporate a wider range of data sources and investigate the impact of regional disparities on user preferences.
Practical implications
This study provides actionable ideas for neobanking service providers, enabling them to improve service quality and mobile application user experience by integrating customer input and the latest trends. These results can offer important inputs to the process of user interaction design, implementation of new features and customer support services.
Originality/value
This study uses text mining approaches to analyse neobanking mobile applications, which further contribute to the growing literature on digital banking and FinTech. This study offers a unique view of consumer behaviour and preferences in the realm of digital banking, which will add to the literature on the quality of service concerning mobile applications.
Details
Keywords
Zalfa Laili Hamzah, Siew Peng Lee and Sedigheh Moghavvemi
The purpose of this paper is to examine the dimensions of service quality (SERVQUAL) from the perspective of the customers and its relationships with perceived overall SERVQUAL in…
Abstract
Purpose
The purpose of this paper is to examine the dimensions of service quality (SERVQUAL) from the perspective of the customers and its relationships with perceived overall SERVQUAL in retail banking and also investigate the relationships between perceived overall SERVQUAL and customer trust, customer satisfaction, and bank reputation.
Design/methodology/approach
A survey questionnaire was constructed, and data were collected from 375 regular customers of local banks. The convenience sampling method was employed to collect data from existing customers of local banks operating in the Klang Valley area of Malaysia. Structural equation modelling was applied to analyse the data.
Findings
The results of the study indicate four key dimensions of SERVQUAL – tangibles, empathy, reliability and security, and internet banking – all of which are significantly and positively related to customers’ perceived overall SERVQUAL. Internet banking facilities are another significant determinant of the perceived overall SERVQUAL. The results are indicative of the strong and positive effect upon customer satisfaction, their trust in the bank, and, finally, a bank’s reputation.
Research limitations/implications
This study has presented and tested empirical study of perceived overall SERVQUAL model in the banking industry, particularly in the Malaysian context. This research identified the dimensions of SERVQUAL (i.e. tangibles, empathy, reliability and security, and internet banking) that influence the overall perceived SERVQUAL, and how these overall perceptions will eventually influence customer trust, customer satisfaction, and bank reputation is valid and reliable in retail banking industry. This study, however, only focussed on the banking industry. Given the diversity of the service industry, these findings may have to be tested for the applicability to different service industries in future studies.
Practical implications
This research is useful to bank managers as it helps them improve SERVQUAL to protect and expand their respective market share in a highly competitive industry. Banks could utilise the results of this study to improve their service tangibility, empathy, reliability, and security, which will affect both customer trust and satisfaction, and enhance a bank’s reputation.
Social implications
The findings of specific dimensions of SERVQUAL will contribute to customer perception of banks’ image and reputation, and strengthen trust and satisfaction. Moreover, assisting customers towards the understanding of how they should received high quality of services with regard to quality should be perceived as emphatic, reliable, secured and tangibility of service.
Originality/value
The findings of this study highlight the specific dimensionalities of SERVQUAL in influencing the perceived overall SERVQUAL. This study will increase the understanding on the impact of perceived overall SERVQUAL on consumer trust, customer satisfaction, and a bank’s reputation. Specifically, it reports an empirical study of a model of perceived overall SERVQUAL that simultaneously considers the direct effects of perceived overall SERVQUAL on customer trust, customer satisfaction and bank reputation.