– The purpose of this study was to test how customers’ personality traits affect the importance of service quality in triggering customer loyalty.
Abstract
Purpose
The purpose of this study was to test how customers’ personality traits affect the importance of service quality in triggering customer loyalty.
Design/methodology/approach
A survey was used to collect information from respondents about their attitude toward and experiences with their primary bank. The same survey was also used to explore respondents’ personality traits. AMOS 18 was used to test the hypothesized relationships.
Findings
The findings, consistent with the literature, show that the overall quality of service affects customer loyalty. Services quality plays significant and more important role in triggering customer loyalty for customers that tend to be low on most of the five personality traits. For customers high on most of the personality traits, quality plays less of a role in triggering customer loyalty.
Practical implications
This study demonstrates how bank managers could use their customers’ personality traits to offer the best services and, ultimately, foster stronger relationships.
Originality/value
Very few papers speculated and non-tried to investigate the effect of customers’ personality traits on the quality-loyalty relationship within the context of retail banking. Thus, this paper fills this gap.
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The purpose of this study is to investigate the relationships between e-quality, e-satisfaction and e-loyalty and test how these relationships vary across different levels of…
Abstract
Purpose
The purpose of this study is to investigate the relationships between e-quality, e-satisfaction and e-loyalty and test how these relationships vary across different levels of customer sociability in the UAE banking industry.
Design/methodology/approach
The relative importance of customer sociability in the relationships between e-quality, e-satisfaction and e-loyalty was examined. A self-administered questionnaire was developed, and data were collected from a final sample of 245 bank customers. The study’s conceptual model and four hypotheses were tested using AMOS18.
Findings
E-quality influences e-satisfaction, which, in turn, affects customer e-loyalty. This study’s findings confirm that the relationships between e-quality, e-satisfaction and e-loyalty are stronger if the online banking user is an introvert (less social) rather than an extravert (very social).
Practical implications
This study demonstrates how bank managers could use the sociability level of their customers to manage the relationships between e-quality, e-satisfaction and e-loyalty.
Originality/value
The key contribution of this paper is that it demonstrates how the customer sociability level might affect the relationship between customers and online banking services.
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Keywords
The main purpose of this paper is to highlight the significance of automated service factors, customer trust, and delight in customer commitment within the United Arab Emirates…
Abstract
Purpose
The main purpose of this paper is to highlight the significance of automated service factors, customer trust, and delight in customer commitment within the United Arab Emirates (UAE) banking context.
Design/methodology/approach
The relative importance of automated service factors to customer delight, trust, and commitment was examined. The paper then proposed a conceptual model of the relationship between automated factors, customer delight, trust, and commitment within the UAE banking context. A survey was designed and data collected through the mall intercept method. AMOS 6 was used to test the hypothesized relationships.
Findings
Most of the automated factors have no direct relationship with customer commitment, but an indirect one through customer trust and delight. Automated factors have a direct and positive influence on customer delight, which in turn has a direct influence on both customer trust and customer commitment. Customer trust is also related positively and directly to customer commitment.
Research limitations/implications
This research has been applied to the financial institutions in the UAE. Further testing of the proposed conceptual model across different industries and countries is needed to determine the generalizability and consistency of this study's findings.
Practical implications
The proposed model of commitment prediction has the potential to help UAE bank managers to strengthen the customer‐bank relationship and, ultimately, to enhance customer delight, trust, and commitment ratios especially in the light of the credit crunch that most banks in the UAE are facing.
Originality/value
This paper is a significant trial in showing the importance of automated service quality in gaining customers' commitment within the UAE retail banking context.
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Mohammad Al‐Hawari, Tony Ward and Leonce Newby
The main purpose of this paper is to highlight the significance of service quality factors on customer retention within the Australian traditional and automated banking contexts.
Abstract
Purpose
The main purpose of this paper is to highlight the significance of service quality factors on customer retention within the Australian traditional and automated banking contexts.
Design/methodology/approach
The relative importance of traditional and automated service quality factors on customer retention was examined with the intention of determining which indicator factors are likely to have a significant impact on customer retention. The paper then proposes a conceptual model of the relationship between service quality factors within the two contexts and customer retention. AMOS 5 was used to test for the hypothesized relationships.
Findings
All of the traditional service quality factors have positively influenced customer retention. Conversely, this paper finds that automated service quality in general has no positive significant influence on customer retention.
Research limitations/implications
This research was applied to the financial institutions in Queensland, Australia. Further testing of the proposed conceptual model across different industries and countries is needed to determine the generalisability and consistency of this study's findings.
Practical implications
The proposed model of retention prediction has the potential to help Australian bank managers to strengthen the customer‐bank relationship and, ultimately, to enhance customer retention ratios.
Originality/value
The key contribution of this paper is a conceptualisation of customer retention predictors that takes into account both traditional and automated service customer interactions with banks.
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Mohammad Ahmad Al‐hawari and Samar Mouakket
The main purpose of this paper is to highlight the significance of TAM factors in the light of some external factors on students' e‐retention and the mediating role of…
Abstract
Purpose
The main purpose of this paper is to highlight the significance of TAM factors in the light of some external factors on students' e‐retention and the mediating role of e‐satisfaction within United Arab Emirates (UAE) e‐learning context.
Design/methodology/approach
The relative importance of TAM factors was examined, as well as enjoyment and blackboard design on students' e‐satisfaction and e‐retention. The survey was designed and administrated using face‐to‐face method. Data were collected from a convenient sample of students who use blackboard system. AMOS 6 was used to test for the hypothesized relationships.
Findings
Perceived usefulness has a direct and positive relationship with students' e‐satisfaction and e‐retention while perceived ease of use has only a direct relationship with students' e‐retention. Design features and enjoyment have only a significant relationship with students' e‐satisfaction without any direct relationship with students' e‐retention. Finally, students' e‐satisfaction has a direct relationship with students' e‐retention.
Research limitations/implications
This research has only surveyed students from one university in UAE. Further testing of the proposed conceptual model across different industries and countries is needed to determine the generalisability and consistency of this study's findings.
Practical implications
The proposed model of students' e‐retention prediction has the potential to help UAE university managers to understand some of the factors influencing students' behaviours and attitudes toward e‐learning systems. This will lead to improving the education quality within the context of UAE.
Originality/value
This paper is a significant trial in how TAM factors and other external factors might influence students' e‐satisfaction and e‐retention within UAE e‐learning context.
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Muhammad Turki Alshurideh, Alaa Alsharif, Enass Khalil Alquqa, Samer Hamadneh, Sulieman Al-Hawary, Ala’a Al-Momani and Hasan Khaled AlAwamleh
This study delves into the significant impact of entrepreneurial leadership (EL), organizational innovation (OI) and competitive advantage (CA) on the sustainability of…
Abstract
Purpose
This study delves into the significant impact of entrepreneurial leadership (EL), organizational innovation (OI) and competitive advantage (CA) on the sustainability of organizations in the Jordanian Islamic insurance sector. This study aims to unravel the intricate dynamics among these pivotal factors, highlighting their collective role in the sustained success and resilience of Islamic insurance companies in Jordan. By examining the synergistic interplay between EL, OI and CA, the research seeks to offer invaluable insights into cultivating a sustainable future for these institutions.
Design/methodology/approach
This study adopts a positivist, quantitative approach to investigate the relationships between EL, OI, CA and organizational sustainability (OS). Data collection was achieved through questionnaires in a cross-sectional analysis of these variables. Convenience sampling yielded 389 valid responses, an 81% response rate, ensuring a thorough understanding of the dynamics within this framework.
Findings
The findings from the study on Jordanian Islamic insurance companies highlight the critical role of EL in influencing organizational dynamics. The research establishes a positive relationship between EL and both OI and OS. Furthermore, it identifies a significant positive correlation between EL and CA, underscoring the importance of leadership in securing a competitive edge. This study also emphasizes the vital role of OI in bolstering OS and confirms that a strong CA enhances OS, reinforcing the interconnectivity of these essential organizational components.
Practical implications
This study provides important insights for professionals in the insurance sector, especially those within the Jordanian Islamic insurance industry. It emphasizes the crucial role of EL in fostering innovation, competitiveness and sustainability. By understanding the significance of EL, companies can adopt more dynamic and effective strategies in leadership, organizational development and strategic planning, thereby enhancing their overall performance and resilience.
Originality/value
By conceptualizing EL and OS as second-order constructs, this study seeks to provide a detailed understanding of how EL catalyzes OI, CA and sustainability in an organizational context. This approach contributes significantly to the broader discussion on EL and OS, particularly within the Arab region and specifically in Jordan, offering nuanced insights into their roles and interrelations in shaping organizational dynamics.
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Mohammad Ahmad Al‐hawari and Samar Mouakket
Although many studies have analysed the impact of online factors on the online behaviour of customers', there is also a need to consider the influence of offline factors on…
Abstract
Purpose
Although many studies have analysed the impact of online factors on the online behaviour of customers', there is also a need to consider the influence of offline factors on customers' propensity for online services use. The purpose of this paper is to highlight how offline factors trigger online continual usage by customers' of airline e‐ticket booking services.
Design/methodology/approach
The paper proposes a conceptual model of the relationship between offline factors and customers' online continual usage behaviour. A convenient sample consisting mainly of undergraduate students was selected. The primary data were collected through a pencil‐and‐paper survey, and AMOS 18 was used to test for the hypothesised relationships.
Findings
The results revealed that employee‐based service quality has a positive and direct relationship with pre‐existing offline trust and image, and no direct relationship with online continual usage. Surprisingly, and contrary to current literature, pre‐existing offline trust had no direct relationship with online continual usage. However, both pre‐existing offline image and subjective norms confirmed the literature and had a direct significant relationship with online continual usage.
Research limitations/implications
This study used a sample of mainly university students to test the proposed conceptual model. Thus, it might not be possible to generalise the application of the outcomes of this study to different populations.
Practical implications
The results of this study confirm the importance of offline factors as a vital tool that support organisations' attempts to encourage their customers to continue using online channels, which are both efficient and convenient. The paper also offers decision makers general guidelines on managing offline factors to stimulate customers' online continual usage behaviour.
Originality/value
The key contribution of this paper is a conceptualisation of predictors of customers' usage of online booking services, that takes into account the most researched offline factors cited in the literature.