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Article
Publication date: 16 May 2016

Charles k. Ayo, Aderonke Atinuke Oni, Oyerinde J. Adewoye and Ibukun O. Eweoya

– The purpose of this paper is to investigate factors affecting e-banking usage based on electronic service (e-service) quality, attitude and customer satisfaction.

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Abstract

Purpose

The purpose of this paper is to investigate factors affecting e-banking usage based on electronic service (e-service) quality, attitude and customer satisfaction.

Design/methodology/approach

A conceptual model to investigate factors that influence e-banking usage was developed based on review of existing literature. The model employed e-services quality variable, diffusion of innovation construct and self-efficacy to better reflect the users’ views of e-banking usage. Data collected from 254 e-banking users were used to test the model. The data were analysed based on PLS-SEM using SmartPLS 3.0.

Findings

The result reveals that perceived e-service quality has a strong influence on customer satisfaction and use of e-banking, which means that greater quality of e-service has the potential to increase satisfaction and consequently result in to more use of e-banking. In this research findings, competence of e-service support staff, system availability, service portfolio, responsiveness and reliability, in that order, were found to be most significant in rating e-service quality.

Practical implications

This offers financial institutions and professional relevant information e-banking services that will promote greater customer satisfaction and use of e-banking.

Originality/value

This paper contributes to knowledge advancement in bank marketing by providing insight into motivational factors of e-banking services quality and personal characteristics.

Details

International Journal of Bank Marketing, vol. 34 no. 3
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 10 September 2018

Femi Emmanuel Ayo

Service quality is an evaluation of how well a delivered service meets customers’ expectations. The purpose of this paper is to provide a reliable scale of measurement for service…

366

Abstract

Purpose

Service quality is an evaluation of how well a delivered service meets customers’ expectations. The purpose of this paper is to provide a reliable scale of measurement for service quality in banks.

Design/methodology/approach

The SERVQUAL model was adopted based on a Banking Service Quality (BSQ) model and a two-phase multiobjective optimization model was designed. A structured questionnaire with five-point Likert scale was administered with a 93 percent response rate of 270 sample size. A total of 22 variables were considered based on the BSQ model and the significance of these variables to customers’ satisfaction were investigated. Factor analysis was used to extract the most influential factors on the measure of service quality and four factors were selected namely: they deliver when promised, precision on account statements, queues that move rapidly and sufficient number of ATMs per branch. In order to determine the reliability of the multiple Likert questions in the survey, Cronbach’s α was used indicating a scale reliability of 0.743. Moreover, multiple regression analysis was carried out on the selected factors to design an objective function for the design and evaluation of service quality model. The model design used for benchmarking was done using multiobjective genetic algorithm in MATLAB. Similarly, the model evaluation was done in a java interface using multiobjective particle swamp optimization.

Findings

The evaluation results validated the designed model and showed that the factors they deliver when promised and queues that move rapidly are a more reliable scale of measurement for customer’s satisfaction than the factors precision on account statements and sufficient number of ATMs per branch.

Research limitations/implications

The implication of the results is that effectiveness and assurance combined with access is a more significant factor for measuring customers’ satisfaction than tangibles based on the BSQ model.

Originality/value

The introduction of a two-phase optimization model for model benchmarking and evaluation as compared to ordinary factor analysis of the dimension constructs.

Details

International Journal of Intelligent Computing and Cybernetics, vol. 11 no. 4
Type: Research Article
ISSN: 1756-378X

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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…

8796

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

Keywords

Available. Open Access. Open Access
Article
Publication date: 17 October 2023

Abdelhadi Ifleh and Mounime El Kabbouri

The prediction of stock market (SM) indices is a fascinating task. An in-depth analysis in this field can provide valuable information to investors, traders and policy makers in…

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Abstract

Purpose

The prediction of stock market (SM) indices is a fascinating task. An in-depth analysis in this field can provide valuable information to investors, traders and policy makers in attractive SMs. This article aims to apply a correlation feature selection model to identify important technical indicators (TIs), which are combined with multiple deep learning (DL) algorithms for forecasting SM indices.

Design/methodology/approach

The methodology involves using a correlation feature selection model to select the most relevant features. These features are then used to predict the fluctuations of six markets using various DL algorithms, and the results are compared with predictions made using all features by using a range of performance measures.

Findings

The experimental results show that the combination of TIs selected through correlation and Artificial Neural Network (ANN) provides good results in the MADEX market. The combination of selected indicators and Convolutional Neural Network (CNN) in the NASDAQ 100 market outperforms all other combinations of variables and models. In other markets, the combination of all variables with ANN provides the best results.

Originality/value

This article makes several significant contributions, including the use of a correlation feature selection model to select pertinent variables, comparison between multiple DL algorithms (ANN, CNN and Long-Short-Term Memory (LSTM)), combining selected variables with algorithms to improve predictions, evaluation of the suggested model on six datasets (MASI, MADEX, FTSE 100, SP500, NASDAQ 100 and EGX 30) and application of various performance measures (Mean Absolute Error (MAE), Mean Squared Error (MSE), Root Mean Squared Error(RMSE), Mean Squared Logarithmic Error (MSLE) and Root Mean Squared Logarithmic Error (RMSLE)).

Details

Arab Gulf Journal of Scientific Research, vol. 42 no. 4
Type: Research Article
ISSN: 1985-9899

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Book part
Publication date: 26 November 2020

Dino Numerato, Karel Čada and Petra A. Honová

The aim of this chapter is to discuss the complexities and ambiguities of health-related citizenship in the neoliberal era. The scholarly discussions investigating the impact of…

Abstract

The aim of this chapter is to discuss the complexities and ambiguities of health-related citizenship in the neoliberal era. The scholarly discussions investigating the impact of neoliberalism on health and health care have primarily focused on the power of the neoliberal system. At the same time, the capacity of patients and citizens to act against neoliberal principles has been rarely discussed. Against this backdrop, we explore the ways in which civically engaged patients and citizens cope with neoliberal governance. To do so, we focus on the Czech context, as one that is not narrowly dominated by market-driven neoliberal logic but that blurs the distinction between marketisation and social protection. More specifically, we address the following two questions: What are the reactions of citizens and patients to the imperatives of neoliberalism? What are the implications for our understanding of health-related citizenship in the neoliberal era? Our analysis is underpinned by interviews and observations of public and patient involvement in the Czech Republic. Furthermore, the data gathered from interviews were enriched through a review of available documents, including media articles, policy briefs, political statements and websites. We conclude that the neoliberal era is not only connected with the emergence of individualised, conscious citizens whose health is governed at a distance, but also with the occurrence of collectively organised, health-care conscious citizens who problematise the nature of contemporary health-care governance. We thus explain and illustrate how neoliberal ideology is imprinted on the behaviour of patients and citizens, as well as how they resist and strategically appropriate neoliberal imperatives.

Details

Health and Illness in the Neoliberal Era in Europe
Type: Book
ISBN: 978-1-83909-119-3

Keywords

Available. Content available
Article
Publication date: 15 August 2016

Zahir Irani and Muhammad Kamal

405

Abstract

Details

Transforming Government: People, Process and Policy, vol. 10 no. 3
Type: Research Article
ISSN: 1750-6166

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Article
Publication date: 31 August 2023

Ayodeji E. Oke, John Aliu, Erastus M. Mwanaumo, Onoriode Austin Odia, Charles Kahanji and Callistus Tengan

The purpose of this article is to assess the extent to which environmental economic practices are recognized and implemented in developing countries, with a specific emphasis on…

204

Abstract

Purpose

The purpose of this article is to assess the extent to which environmental economic practices are recognized and implemented in developing countries, with a specific emphasis on the Nigerian construction sector.

Design/methodology/approach

To examine the extent of awareness and usage, a quantitative research approach was adopted with close-ended questionnaires disseminated to construction professionals in Nigeria. The collected data were subjected to analysis using various statistical techniques such as percentages, frequencies and mean scores. Furthermore, to investigate any significant differences in the respondents' opinions, the Kruskal–Wallis H-test was applied.

Findings

The study's findings indicate that the level of awareness and implementation of environmental economic practices among construction professionals in Nigeria is limited. Based on the findings of this study, a roadmap of recommendations has been proposed to promote the adoption of environmental economic practices in the Nigerian construction industry. The implementation of these recommendations can help reduce the negative impact of construction activities on the environment and public health and contribute to the development of sustainable cities, communities and societies.

Practical implications

The outcomes from this study can inform policy and decision-making by providing insights into the level of knowledge and awareness of environmental economic practices among construction professionals in Nigeria.

Originality/value

The findings from this study provide a baseline for assessing the level of knowledge and awareness of sustainable practices among construction professionals in Nigeria, which can inform future studies on the effectiveness of training and awareness programs.

Details

Smart and Sustainable Built Environment, vol. 13 no. 5
Type: Research Article
ISSN: 2046-6099

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Article
Publication date: 27 June 2024

Isaac Tetteh Charnor and Evelyn Kukuwa Quartey

Electronic procurement has received primacy as one of the significant reforms to help fight corruption and inefficiencies in the public sector across countries. The purpose of…

262

Abstract

Purpose

Electronic procurement has received primacy as one of the significant reforms to help fight corruption and inefficiencies in the public sector across countries. The purpose of this paper is to examine the effect of electronic procurement adoption on procurement performance. Additionally, the paper examines the moderating role of institutional quality in the relationship between electronic procurement and procurement performance.

Design/methodology/approach

The study applied an explanatory design and a quantitative research approach. Also, the study relied on UTAUT and institutional theory to develop a test research model using 121 responses from public entities in Ghana. Hypothesised paths were investigated using structural equation modelling.

Findings

The findings revealed that electronic procurement adoption positively and significantly affects procurement performance. Also, the findings indicated that institutional quality positively and significantly affects electronic procurement adoption and procurement performance, respectively. Lastly, the findings proved that institutional quality moderates the relationship between electronic procurement adoption and procurement performance.

Research limitations/implications

The study focused on public procurement entities in the Greater Accra Region – Ghana. The study contributes to adopting electronic procurement, institutional quality, and procurement performance literature. The study also extends the UTAUT and the institutional theory to African public entities. The study reechoes the importance of institutional quality in developing economies to enhance electronic procurement adoption.

Originality/value

To the best of the researcher’s knowledge, this is the first study that examines the moderating role of institutional quality in the relationship between electronic procurement adoption and procurement performance.

Details

Business Process Management Journal, vol. 30 no. 6
Type: Research Article
ISSN: 1463-7154

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Article
Publication date: 29 April 2021

Charles Baah, Innocent Senyo Kwasi Acquah and Daniel Ofori

The need to stay competitive amidst ever-changing business environment has shifted competitive strategies from firms to supply chains. Managers are now basing competitive…

3864

Abstract

Purpose

The need to stay competitive amidst ever-changing business environment has shifted competitive strategies from firms to supply chains. Managers are now basing competitive strategies on supply chains acknowledging that supply chains present competitive advantages among other resources. The purpose of the study is to explore the predictive relevance of supply chain collaboration and the extent to which it influences supply chain visibility, stakeholder trust, environmental and financial performances. This study focused on manufacturing firms due to their supplier relationships, consumption of resources, energy and emissions of greenhouse gasses.

Design/methodology/approach

The study adopted a survey research design, a quantitative approach and partial least square structural equation modelling technique in making data analysis and interpretations due to its suitability for predictive research models as is the case in this study.

Findings

The study hypothesized that supply chain collaboration positively and significantly interacts with supply chain visibility, stakeholder trust, environmental and financial performances. The study results confirmed supply chain collaboration as a significant, positive and a robust influence on supply chain visibility, stakeholder trust, environmental and financial performances thereby projecting win-win scenarios for firms that engage in collaborative supply chain practices.

Originality/value

The study is among the few to indicate findings in relation to the scope of supply chain collaboration's potency in influencing performance from the perspective of manufacturing firms operational in an emerging economy. Thus, this study contributes to understanding the wider scope of supply chain collaboration, its interactions with other firm variables and how it informs decisions of managers, scholars and supply chain partners.

Details

Benchmarking: An International Journal, vol. 29 no. 1
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 3 May 2023

Daniel Ofori, Osman Light and Joseph Ankomah

Electronic government procurement is an important platform that promotes efficient, transparent, competitive and agile delivery of procurement activities in public sector…

330

Abstract

Purpose

Electronic government procurement is an important platform that promotes efficient, transparent, competitive and agile delivery of procurement activities in public sector organisations. Implementing units who play a major role exhibits different attitude towards new technology. The purpose of this paper is to assess if there is any significant difference between optimistic and discomfort implementing units in relation to the implementation and intention to use the Ghana Electronic Procurement System (GHANEPS).

Design/methodology/approach

Technology Readiness, Technology Acceptance and Unified Theory of Acceptance and Use of Technology and Diffusion Innovation Theory constituted the theoretical foundation. Guided by a cross sectional survey design, quantitative data from a sample of 181 procurement officers was collected using structured questionnaires. The hypothesised relationships were analysed using partial least squares structural equation modelling (PLS-SEM).

Findings

Although there were some observable differences, the bootstrap results show that the difference was not significant, implying that these two groups do not differ much about the GHANEPS introduction and implementation. This is justifiable in the case of Ghana because public policies are made by top officials, and those in the grassroot or implementation domain have no choice but to act accordingly.

Research limitations/implications

This study focused on metropolitan, municipal, district assemblies, public hospitals, tertiary institutions and senior high schools.

Practical implications

The study contributes to the critical antecedents for electronic procurement implementation and public sector management literature. It provides public institutions and practitioners with empirical evidence on how beliefs and perceptions of implementing units about electronic public procurement has some influence on attitude towards usage and intention to use. Positive attitudes and perceptions of the public procurement officers can be reinforced through adequate training and awareness creation.

Social implications

This study outcomes can serve as philosophical underpinnings for societal development.

Originality/value

This study used a multi-group analysis to examine if there is any significant difference between these two categories of implementing units (optimistic group and discomfort group) in relation to facilitating conditions, personal innovativeness, perceived usefulness, perceived ease of use and ultimately to attitude and intention to use GHANEPS.

Details

Journal of Public Procurement, vol. 23 no. 2
Type: Research Article
ISSN: 1535-0118

Keywords

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