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Article
Publication date: 15 May 2017

Charles Makanyeza and Lovemore Chikazhe

There is a dearth of studies that have investigated mediators of the effect of service quality on customer loyalty under the conditions prevailing in Zimbabwe; where bank…

3988

Abstract

Purpose

There is a dearth of studies that have investigated mediators of the effect of service quality on customer loyalty under the conditions prevailing in Zimbabwe; where bank customers’ confidence in the banking system has been dented by bank failures. Therefore, the purpose of this paper is to investigate the mediators of the effect of service quality on loyalty among bank customers in Zimbabwe.

Design/methodology/approach

A cross-sectional survey of 310 bank customers was conducted in Chinhoyi, Zimbabwe. A questionnaire with Likert type questions was used to collect data. Customers were randomly intercepted as they walked out of five major banks. Structural equation modelling was used to test the proposed relationships.

Findings

The study found that service quality, satisfaction and corporate image all have positive direct effects on loyalty. It was also found that satisfaction and corporate image all mediate the effect of service quality on loyalty.

Research limitations/implications

The study was conducted in Chinhoyi, one of the emerging towns in Zimbabwe. There is a need to conduct more similar studies in other parts of the world in future in order to have a better understanding of this subject.

Practical implications

Banks are advised to address issues to do with service quality, customer satisfaction and corporate image when designing marketing programmes intended to increase customer loyalty.

Originality/value

Studies that have investigated mediators of the relationship between service quality and customer loyalty in banking environments such as in Zimbabwe are scarce. This study was conducted to address this knowledge gap. Relationships among customer loyalty and its antecedents are not likely to change due to conditions prevailing in a particular banking environment.

Details

International Journal of Bank Marketing, vol. 35 no. 3
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 31 January 2024

Mornay Roberts-Lombard, Charles Makanyeza, Olumide Jaiyeoba and Tendai Douglas Svotwa

This study uses relationship marketing theory to explore affective and calculative commitment as mediators in the delight–loyalty link. Furthermore, it investigates the role of…

431

Abstract

Purpose

This study uses relationship marketing theory to explore affective and calculative commitment as mediators in the delight–loyalty link. Furthermore, it investigates the role of perceived employee service delivery skills, perceived value and trust in the relationships between delight, affective commitment, calculative commitment and loyalty.

Design/methodology/approach

A descriptive research approach was applied, and the data were collected from 332 retail banking customers in an emergent market who are overall satisfied with their bank. A self-administered questionnaire collected data from 332 respondents who adhered to the stipulated requirements to participate in the study. These respondents were selected through purposive and convenience sampling. The constructs’ interrelationships were analysed via structural equation modelling. The measurement and structural models were also assessed.

Findings

Affective and calculative commitment and delight impact loyalty. Both affective commitment and calculative commitment were found to mediate the relationship between delight and customer loyalty.

Research limitations/implications

The study enhances an understanding of the role of affective and calculative commitment in strengthening the delight–loyalty link from a relationship marketing theory perspective.

Practical implications

The study provides guidance to the retail banking industry in emerging markets on the importance of affective and calculative commitment in strengthening the delight–loyalty link. It further informs retail banks of the need to provide banking customers with products and service value that exceed their expectations to strengthen their future commitment and loyalty to their bank.

Originality/value

Guided by relationship marketing theory, the role of affective and calculative commitment in mediating the delight–loyalty link in an emerging market context is uncovered.

Details

African Journal of Economic and Management Studies, vol. 15 no. 3
Type: Research Article
ISSN: 2040-0705

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Article
Publication date: 3 April 2018

Charles Makanyeza and Simolini Mutambayashata

The purpose of this paper is to apply unified theory of acceptance and use of technology 2 to determine factors influencing acceptance and use of plastic money in Zimbabwe.

1153

Abstract

Purpose

The purpose of this paper is to apply unified theory of acceptance and use of technology 2 to determine factors influencing acceptance and use of plastic money in Zimbabwe.

Design/methodology/approach

Using a cross-section of 528 consumers, respondents were randomly intercepted as they walked out of five major supermarkets in Harare, Zimbabwe. Random selection of consumers was done in order to ensure a representative sample. Consumers were asked to complete a structured questionnaire. Structural equation modelling was applied to test research hypotheses.

Findings

Results show that performance expectancy, effort expectancy, hedonic motivation and habit all positively influenced behavioural intention to adopt plastic money. Social influence, facilitating conditions and perceived financial cost all did not have a significant effect on behavioural intention to adopt plastic money. Behavioural intention positively influenced consumers’ use behaviour on plastic money.

Research limitations/implications

This study is among the pioneers of research in this field in Zimbabwe and other developing countries. Likewise, caution must be taken when researchers try to generalise findings from this study. It is, therefore, recommended that more studies of this nature be conducted in other developing countries in order to have a more solid understanding of consumers’ adoption of plastic money.

Practical implications

The study advises banks to pay particular attention to performance expectancy, effort expectancy, hedonic motivation and habit when devising strategies to increase the adoption of plastic money.

Originality/value

Factors that influence the adoption of plastic money are not widely researched under circumstances such as those existing in Zimbabwe. The Zimbabwean financial sector provides a unique environment to conduct studies of this nature.

Details

International Journal of Bank Marketing, vol. 36 no. 2
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 4 September 2017

Charles Makanyeza

The purpose of this paper is to investigate the determinants of consumers’ intention to adopt mobile banking services in Zimbabwe.

4575

Abstract

Purpose

The purpose of this paper is to investigate the determinants of consumers’ intention to adopt mobile banking services in Zimbabwe.

Design/methodology/approach

A survey of 232 bank customers was conducted in Chinhoyi, Zimbabwe, using a structured questionnaire with Likert-type questions. Customers were randomly intercepted as they walked out of five major banks. Structural equation modelling, independent-samples t-test and one-way ANOVA were used to test research hypotheses.

Findings

The study found that perceived usefulness, perceived self-efficacy, social influence, relative advantage and perceived compatibility all have a positive effect, whilst perceived risk has a negative effect on behavioural intention to adopt mobile banking services in Zimbabwe. Perceived ease of use, facilitating conditions, perceived complexity, perceived trialability, awareness-knowledge and demographic factors (gender, age, education and income) did not significantly influence behavioural intention to adopt mobile banking. Perceived ease of use was found to positively influence perceived usefulness, while perceived self-efficacy was found to have a positive effect on perceived ease of use. Behavioural intention was found to positively influence usage of mobile banking services in Zimbabwe.

Research limitations/implications

Data were collected from bank customers in Chinhoyi, one of the emerging towns in Zimbabwe. Future research should be expanded to include other major cities in Zimbabwe and other countries. More similar studies should be conducted to test the factors identified in literature in different contexts and markets and on other innovations.

Practical implications

The study advises banks to pay particular attention to perceived usefulness, perceived self-efficacy, social influence, relative advantage, perceived compatibility and perceived risk when designing new mobile banking services.

Originality/value

There is not a unified position regarding factors influencing mobile banking adoption. Factors vary with contexts, markets, time and types of innovations. The study tested some major factors identified in literature in the context of Zimbabwe.

Details

International Journal of Bank Marketing, vol. 35 no. 6
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 20 February 2023

Tendai Douglas Svotwa, Charles Makanyeza, Mornay Roberts-Lombard and Olumide Olasimbo Jaiyeoba

This study aims to explore the influence of surprise and delight on the loyalty intentions of retail banking customers in an emerging market context. This study also considers the…

760

Abstract

Purpose

This study aims to explore the influence of surprise and delight on the loyalty intentions of retail banking customers in an emerging market context. This study also considers the moderating effect of trust on these relationships.

Design/methodology/approach

Using convenience and purposive sampling methods, data collection was secured from 350 customers in the retail banking industry who are delighted with their banks.

Findings

This study found that for delightful experiences to occur, customers need to be surprised and see value in the product/service offered by the retail bank, coupled with the expertise of employees in delivering the service.

Research limitations/implications

The sample’s demographic profile was mostly skewed towards the younger generation (individuals 20–39 years of ages), meaning the results could be biased towards this group.

Practical implications

Retail banks need to create delightful experiences, as they are more memorable and leave a permanent mark in customers’ minds.

Originality/value

Limited studies have explored the relationship between delight, its antecedents and outcomes in a developing African market context, such as Botswana, hence the contribution of this study to literature.

Details

European Business Review, vol. 35 no. 3
Type: Research Article
ISSN: 0955-534X

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Article
Publication date: 19 January 2021

Hayford Amegbe, Michael D. Dzandu and Charles Hanu

The lovemarks theory (love and respect) is fairly new to the marketing literature and is now gaining much attention among marketing scholars. The study examined how brand love and…

2063

Abstract

Purpose

The lovemarks theory (love and respect) is fairly new to the marketing literature and is now gaining much attention among marketing scholars. The study examined how brand love and brand respect moderate the relationship between corporate social responsibility (CSR), trust (TRUS), satisfaction (SAT) and loyalty (LOY) among bank customers in an emerging/and or a developing country's context.

Design/methodology/approach

A quantitative survey approach was used. Data from a total of 769 banking customers, containing demographic and psychographic measures were used.

Findings

This study tested six (6) hypotheses. The results confirmed the moderating role of brand respect on the relationship between CSR and TRUS in the banking sector. Also, our results reveal that BLOV moderates the relationship between SAT and LOY. The rest of our hypotheses did not confirm any significant relationship between them.

Research limitations/implications

Like any academic exercise, this study also has some limitations. The hypotheses tested for brand love on bank customers' perceptions of CSR were based on a country study. The implication of brand love for CSR may be the same or vary in different country contexts.

Practical implications

The study provides managers of banks and managers of financial institutions a better understanding of how love and respect could play a role in their loyalty program and how to incorporate these new constructs into the already known constructs such as satisfaction, trust and loyalty.

Originality/value

This study is unique because it quantitatively examined the relationships between well-researched constructs corporate social responsibility (CSR), trust (TRUS), satisfaction (SAT) on loyalty (LOY) as well as examining these constructs with a fairly new constructs brand love (BLOV) and respect (BRES) in a single study.

Details

International Journal of Bank Marketing, vol. 39 no. 1
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 13 February 2019

Amit Shankar and Charles Jebarajakirthy

Providing high-quality e-banking services is considered a basic strategy for attracting and retaining customers with electronic-banking platforms. The purpose of this paper is to…

8794

Abstract

Purpose

Providing high-quality e-banking services is considered a basic strategy for attracting and retaining customers with electronic-banking platforms. The purpose of this paper is to empirically investigate a comprehensive moderated mediated mechanism for enhancing customer loyalty toward e-banking platforms via e-banking service quality (EBSQ) practices. Reliability, website design, privacy and security and customer service and support are the dimensions of EBSQ.

Design/methodology/approach

Data were collected through structured questionnaires from a sample of 1,028 e-banking users in India. To test the hypotheses, a structural equation modeling approach was used.

Findings

The findings showed that of the EBSQ dimensions, reliability along with privacy and security enhanced customer loyalty to e-banking. The initial trust in e-banking mediates the effects of EBSQ dimensions on customer loyalty except for website design. The mediation effects of initial trust varied between high and low-involved consumers.

Research limitations/implications

This study was conducted with e-banking users in one country using cross-sectional data. Hence, the model should be replicated among e-banking users in other countries and with the longitudinal data.

Practical implications

Establishing a loyal customer base is an important goal for banks. This study demonstrates which specific EBSQ dimensions banks should emphasize to enhance consumers’ initial trust and loyalty toward e-banking services.

Originality/value

This study suggests a moderated mediated mechanism for enhancing customer loyalty to e-banking, which incorporates initial trust as a mediator and consumer involvement as a moderator. It applies cognitive-motivation-relational theory to link EBSQ dimensions with customer loyalty. Thus, this study enables a better understanding of this theory in the e-banking context.

Details

International Journal of Bank Marketing, vol. 37 no. 5
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 4 February 2019

Hayford Amegbe, Charles Hanu and Farouq Mensah

The purpose of this paper is to examine the role of employees’ behavioural factors in increasing students’ loyalty. It specifically examines the direct and indirect mediations…

585

Abstract

Purpose

The purpose of this paper is to examine the role of employees’ behavioural factors in increasing students’ loyalty. It specifically examines the direct and indirect mediations between employees’ service quality, trust and intimacy. The focus is on the effects of constructs of service quality (SQLTY), trust (TRUS) and intimacy (INTIMACY) on student loyalty (STLOY).

Design/methodology/approach

This study depended on a positivist research paradigm. A total of 800 structured questionnaires were administered. However, 743 were retrieved and coded for the final analysis. The analytical tool used in this study is the ADANCO 2.0.1 software and in terms of statistical processing, the PLS–SEM technique was utilised.

Findings

The findings on direct relationships reveal that INTIMACY is a strong predictor of STLOY, whereas service quality (SQLTY) is a predictor of trust (TRUS). The effect of indirect mediation between service quality (SQLTY), trust (TRUS) and intimacy (INTIMACY) on STLOY was not confirmed.

Research limitations/implications

The study like any academic work has limitations. Despite these limitations, this study offers theoretical as well as practical value for the research community and administrators of universities and higher educational administrators as a whole.

Practical implications

The study emphasises the critical need for administrators of higher educational institutions to understand that the behaviours of their employees during the service encounter significantly affect intimacy and student loyalty.

Originality/value

The present study is unique because it quantitatively examined how the above-mentioned behavioural factors of employees lead to INTIMACY and STLOY. The use of a university for the research helped to develop a much better explanation of some of the salient considerations for STLOY. The value of this work rests in the complex quantitative relationships studied.

Details

International Journal of Educational Management, vol. 33 no. 2
Type: Research Article
ISSN: 0951-354X

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Article
Publication date: 16 November 2020

Rafikul Islam, Selim Ahmed, Mahbubar Rahman and Ahmed Al Asheq

The main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and access…

2830

Abstract

Purpose

The main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and access to service on customer satisfaction in the private banking sector of Bangladesh. The research also investigates the relationship between customer satisfaction and loyalty and effect of demographic variables on customer satisfaction.

Design/methodology/approach

The researchers distributed 320 self-administered survey questionnaires among private banks' customers in Bangladesh and obtained 200 useable responses with a 62.5% valid response rate. The research data were analysed using confirmatory factor analysis (CFA) and structural equation modelling (SEM) approaches. Analysis of variance and logistic regression have also been used to obtain the supplementary findings.

Findings

The research findings indicate that visibility, responsiveness and employee commitment have positive and significant effect on customer satisfaction, whereas reliability and access to service are found to have insignificant influence on customer satisfaction of private banking services. The findings of this study also revealed that customer satisfaction has positive and significant relationship with customer loyalty. But except respondents' occupation type, all other demographic variables have no statistically significant relation with customer satisfaction.

Research limitations/implications

The research focused solely on the private banking sector of Bangladesh, and thus the results may not be applicable to other service sectors.

Originality/value

This study conducted on customers' perception of private banking services is based on extended service quality dimensions and its relationship with customer satisfaction towards loyalty. The present research findings are anticipated to offer the guidelines for improving the customer satisfaction and loyalty of private banking services in Bangladesh as well as other countries.

Details

The TQM Journal, vol. 33 no. 6
Type: Research Article
ISSN: 1754-2731

Keywords

Available. Open Access. Open Access
Article
Publication date: 16 August 2024

Nida, Ashish Chandra and Ruchi Shukla

The objectives of this study are as follows: RO1: to determine the key enablers that encourage the adoption of sustainable practices; RO2: to create a structural relationship…

556

Abstract

Purpose

The objectives of this study are as follows: RO1: to determine the key enablers that encourage the adoption of sustainable practices; RO2: to create a structural relationship model between the enablers that have been discovered and RO3: to use dependence and driving power to classify and analyse these factors.

Design/methodology/approach

In total, 11 variables were extracted through systematic literature review and experts opinion, and a group interview with more than 15 experts who have an experience of more than 10 years in academics was conducted. Generally odd in numbers, they presented each pair of variables and took their opinion. Using “Interpretative Structural Modelling” and “Cross-Impact Multiplication Applied to Classification” (ISM MICMAC) analysis, a model describing the structural relationship between these factors has been formulated to know the conceptual framework.

Findings

The study shows that the digital payment and waste treatment as the linkage or mediating variables. Top management commitment (TMC), regulatory framework and transparency are the drivers or independent variables. Green logistics, sustainable packaging and production are the dependent variables. Further, the resulting hierarchy and contextual linkages among variables shed light on key dimensions for decision-making. Green logistics, sustainable packaging and production are interconnected, playing a significant role, in the framework and influenced by the lower level variables. Transparency should be given due consideration to ensure sustainable competitive advantage.

Research limitations/implications

(1) Owing to a lack of time and resources, the researchers have been able to explore only limited variables; more factors or enablers can be taken in future for further research. (2) Money constraint is also there. (3) One major limitation is that this research includes opinion from different experts which are dynamic in nature and keep on changing from time to time. (4) Primary research can also be done with the help of different software like partial least squares and structural equation modelling (PLS-SEM), covariance-based structural equation modelling (CB-SEM) and Statistical Package for the Social Sciences (SPSS) by taking same variables or merging new variables with the given variables of this paper. (5) With the help of this paper, the author tried to give an overview of some important enablers which are helpful in sustainability. Given a time in future, more research can be done by taking different sectors or a specific sector.

Practical implications

Findings are helpful for policymakers about effective strategies for promoting sustainability. They provide evidence-based insights into the potential impact of policy interventions and help shape the development of environmental regulations and initiatives. Sustainability is a global issue. Thus, this research paper contributes to international discussions and collaborations on environmental conservation and sustainable development goals (SDGs). They may influence diplomatic efforts to address transnational environmental challenges. Companies can use research findings to improve their sustainability practices and develop environmentally friendly products and services. Understanding sustainability enablers can help businesses reduce their ecological footprint while remaining economically viable. Research on sustainability enablers often involves exploring new technologies and innovations. Practical implications include the development and adoption of renewable energy sources, waste reduction techniques and sustainable agricultural practices. Sustainable communities rely on a range of enablers, from renewable energy infrastructure to local governance structures. Research informs community development efforts by identifying best practices and effective strategies for building resilient, environmentally friendly neighbourhood.

Social implications

This research paper contributes to raising awareness about sustainability issues among the public. It also provides insights into the importance of sustainable practices and their impacts on society. Sustainability enablers can influence individual and collective behaviour, and they may encourage people to adopt more sustainable lifestyles and consumption habits. Sustainability research often addresses issues of equity and social justice. Understanding the enablers of sustainability can help identify strategies to ensure that sustainable practices benefit all segments of society, including marginalized communities.

Originality/value

This research paper endeavour to identify key sustainability development enablers (SDEs) by consolidating numerous factors within a single study. While several research papers have explored various sustainability enablers separately, no previous study has delved into their interactions. Furthermore, there is a dearth of research on classifying enablers based on the fuzzy MICMAC analysis. The ISM-based model presented here serves as a valuable resource for both practitioners and academics, aiding in their comprehension of the framework of relationships.

Details

IIMBG Journal of Sustainable Business and Innovation, vol. 2 no. 2
Type: Research Article
ISSN: 2976-8500

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