Raj S. Dhankar and Devesh Shankar
The purpose of this paper is to discuss the relevance and evolution of adaptive markets hypothesis (AMH) that has gained traction in the recent years, as it provides a dynamic…
Abstract
Purpose
The purpose of this paper is to discuss the relevance and evolution of adaptive markets hypothesis (AMH) that has gained traction in the recent years, as it provides a dynamic perspective to the concept of informational efficiency.
Design/methodology/approach
This paper discusses several issues related to the concept of informationally efficient markets that have indicated efficient market hypothesis to be an incomplete portrayal of stock market behavior.
Findings
The authors find that a strict and perpetual adherence to informational efficiency is highly unlikely, and AMH provides a much more plausible description of the behavior of stock markets.
Originality/value
The authors provide a description of studies that examine the testable implications of AMH.
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After working through the case and assignment questions, students will be able to understand the following: the functioning of the microfinance institutions (MFIs); how the…
Abstract
Learning outcomes
After working through the case and assignment questions, students will be able to understand the following: the functioning of the microfinance institutions (MFIs); how the importance of using information technology (IT) can generate a competitive edge; and how emergent technologies, business analytics play a significant role in the expansion of business by helping in decision-making and meet up the corporate social responsibility by ethical disposal of electronic waste.
Case overview/synopsis
Fusion Microfinance Private Limited is a start-up company with a vision to build a professionally managed MFI that can achieve a healthy amalgamation of social and financial sustainability. It is operational in the less penetrated North Central part of India spread across four states (Madhya Pradesh, Uttarakhand, Uttar Pradesh and Delhi). Fusion appreciated the importance of IT and gradually leveraged IT to help the automation of various functions. Fusion wants to further optimize the organizational outreach to its rural clients by integrating its core function with IT. IT facilitates its huge client network conveniently with the usage of IT. Fusion also aims further to reduce its carbon footprint, thus moving towards the goal of achieving environmental sustainability through IT.
Complexity academic level
Undergraduate- or graduate-level course on management information systems, environmental sustainability or emergent technologies.
Supplementary materials
Teaching Notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.
Subject code
CSS 1: Accounting and Finance.
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Since banks do not sell tangible products, they rely heavily on customer interactions and retention, which requires service quality, customer satisfaction and customer loyalty…
Abstract
Purpose
Since banks do not sell tangible products, they rely heavily on customer interactions and retention, which requires service quality, customer satisfaction and customer loyalty. Banks must innovate and develop new services and expand customer engagement efforts beyond stores, kiosks, direct mail and websites to include social media, mobile applications and location-based services in order to meet their customers’ growing demands. A multi-channel strategy that integrates the offline and online presences of banks can increase quality, customer satisfaction and loyalty. This paper aimed to use a service quality scale to: (1) examine the association between service quality and customer satisfaction; (2) examine the association between customer satisfaction and customer loyalty; (3) examine the indirect association between service quality and customer loyalty through customer satisfaction; and (4) examine the mediation effect of multi-channel integration quality in the relationships between service quality, customer satisfaction and customer loyalty.
Design/methodology/approach
The data was obtained from banks in Saudi Arabia. The analysis was based on an online survey of 265 Saudi bank customers. The multi-channel integration quality model and Statistical Package for the Social Sciences (SPSS) were used to test the proposed hypothesis and conduct the analysis.
Findings
The results found that there was a statistically significant link between service quality and customer satisfaction in the Saudi banking industry. Service quality did not directly affect customer loyalty. When multi-channel integration quality was moderate to high, service quality affected customer loyalty through customer satisfaction. For service quality and customer loyalty in the Saudi banking sector to be achieved, customers must be satisfied, but also the bank’s brand must manage the quality of integration channels provided to them with care, and thus branding plays a key role in achieving customer loyalty in the Saudi banking sector.
Originality/value
The academic community has provided little evidence to support how the relationships between constructs such as service quality, customer satisfaction, customer loyalty and multi-channel integration quality apply to the Saudi banking sector. A conceptual framework was proposed to show how these constructs affect the Saudi banking sector. An empirical study was conducted to see how the framework held up in banking settings. The conceptual framework serves to advance the fields of business and management and banking and their respected literature, as well as advance the understanding of multi-channel integration in boosting customer satisfaction and loyalty through high service quality in the Saudi banking sector.
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Rashed Al Karim, Md Karim Rabiul and Sakia Kawser
This study aims to examine the effect of e-customer relationship management (e-CRM) on customer e-loyalty through e-service quality and e-satisfaction. This study also examines…
Abstract
Purpose
This study aims to examine the effect of e-customer relationship management (e-CRM) on customer e-loyalty through e-service quality and e-satisfaction. This study also examines how customers’ e-loyalty affects their willingness to recommend a banking service.
Design/methodology/approach
A total of 372 private bank customers from Chattogram, the second largest and only port city of Bangladesh, were chosen using a convenience sampling technique. Structured equation modelling was used to analyse the data.
Findings
E-CRM positively impacts e-service quality, customer e-satisfaction and customer e-loyalty. The association between e-CRM and customer e-loyalty is sequentially mediated by e-service quality and e-satisfaction. E-loyalty has a significant influence on willingness to recommend a banking service.
Practical implications
The findings will help Bangladeshi banks boost the number of prospective customers implementing e-CRM. In addition, mediators between e-CRM and e-loyalty provides managers a new insight on willingness to recommend a banking service.
Originality/value
The sequential mediation effect of e-service quality and customer e-satisfaction on the connection between e-CRM and e-loyalty represents the unique contribution and enriches the present e-CRM literature, particularly in the Bangladeshi private banking sector.
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Shubhomoy Banerjee and S. Sreejesh
This research seeks to establish the roles of marketer-driven relationship-building strategies – relationship-marketing orientation and knowledge sharing with customers on…
Abstract
Purpose
This research seeks to establish the roles of marketer-driven relationship-building strategies – relationship-marketing orientation and knowledge sharing with customers on intrinsic customer motivation and the continued usage of mobile banking apps.
Design/methodology/approach
An online survey was conducted among 342 m-banking users in India. Data were analyzed and the hypotheses were tested using structural equation modeling.
Findings
Relationship-marketing orientation was found to have a positive and significant influence on customer intrinsic motivation and knowledge sharing with customers. Customer intrinsic motivation was found to play a dual role as a driver of continued mobile banking usage and as an intervening mechanism between relationship-marketing orientation and continued usage of mobile banking.
Research limitations/implications
This research was conducted only in one country. It was therefore not possible to consider varying regulations across markets and their effects on continued usage of mobile banking.
Originality/value
First time in the m-banking literature, this research establishes the pivotal role of intrinsic customer motivation in the continued usage of mobile banking. While evaluating drivers of continued usage of m-banking, most studies considered various aspects of the technology itself. This research instead evaluates consumer-centric and marketer-led antecedents in driving the continued usage of mobile banking.
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Rafaela Nascimento Buhler, Fernando De Oliveira Santini, Wagner Junior Ladeira, Tareq Rasul, Marcelo Gattermann Perin and Satish Kumar
This study aims to synthesize and integrate findings from diverse research on the antecedents and moderators of customer loyalty in the banking sector. Through a comprehensive…
Abstract
Purpose
This study aims to synthesize and integrate findings from diverse research on the antecedents and moderators of customer loyalty in the banking sector. Through a comprehensive meta-analysis, the research seeks to understand the primary drivers of bank loyalty and the potential cultural, economic and social indicators that might influence these relationships.
Design/methodology/approach
A rigorous meta-analysis was conducted, analyzing 275 studies with 1,365 effect sizes involving over 134,000 bank customers from more than 50 countries. The research evaluated the effect sizes of the main relationships between loyalty antecedents and consequences and assessed the influence of cultural, economic and social moderators.
Findings
The study identified key antecedents of bank loyalty, with responsiveness, privacy, commitment, trust and empathy being paramount. Cultural dimensions, such as individualism and masculinity, significantly moderate the relationships between trust and loyalty. The human development index (HDI) was also identified as a significant economic moderator, particularly influencing the relationship between satisfaction and bank loyalty.
Originality/value
This research offers a holistic view of bank loyalty, bridging gaps from conflicting findings in prior literature. Examining a vast array of studies across diverse cultural and economic contexts provides empirical generalizations about bank loyalty behavior, offering valuable insights for academia and the banking industry.
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Mohamad Merhi, Kate Hone, Ali Tarhini and Nisreen Ameen
Despite the benefits of mobile banking services in an increasingly digitised world, adoption rates remain unsatisfactory. The present cross-national study examines age- and…
Abstract
Purpose
Despite the benefits of mobile banking services in an increasingly digitised world, adoption rates remain unsatisfactory. The present cross-national study examines age- and gender-dependent variations of consumer intentions and use of mobile banking services.
Design/methodology/approach
The study analyses consumer mobile banking use by integrating factors such as with trust, security and privacy and it examines the effects of these factors among two demographic factors including age and gender. 897 Lebanese and British mobile banking users completed a survey. Data was analysed by partial least squares-structural equations modelling.
Findings
Consumer behavioural intention was significantly moderated by age through its relationship with facilitating conditions and trust among Lebanese respondents, and performance expectancy, effort expectancy, hedonic motivation, price value and habit among their British counterparts. As for gender, a significant moderating effect was evidenced in the Lebanese, but not the British sample, on the level of performance expectancy, effort expectancy, facilitating conditions, price value and perceived security.
Originality/value
The findings provide evidence of the applicability of the new factors proposed in this research. The reflection of the influence of these demographic factors in a cross-national context provides insights into mobile banking adoption variation between different countries.