Purpose The purpose of this paper is to examine the determinants of cloud computing adoption in small and medium enterprises (SMEs), further, to measure the effect of cloud computing adoption on cloud-supported firm performance through enhancing organisational agility. Design/methodology/approach The research model is developed by combining two popular theoretical models, namely, the unified theory of acceptance and use of technology (UTAUT) and the technology–organisation–environment (TOE) framework. Data are collected from 372 SMEs to test the model. The strengths of widely used structural equation modelling (SEM) are applied to analyse the data. Findings This study reveals that the significant predictors of cloud computing adoption are performance expectancy; effort expectancy; absorptive capacity; data security and privacy; and perceived trust. Also, cloud computing adoption positively influences firm performance directly and through organisational agility. The results of importance–performance map analysis indicate that effort expectancy falls in the critical zone, which needs to be improved. Originality/value This research is one of few that blends the strengths of UTAUT and TOE framework. The research outcomes yield noteworthy suggestions to cloud providers, managers and government policymakers on ways of motivating the spread of cloud computing in developing countries.

The “like” feature on Facebook has emerged as a commonly used paralinguistic tool for communicating, and its importance as an indication of positive feelings toward the posts of others is likely to increase. Comprehensive research is needed into why and how users are motivated toward ‘liking’ behavior, and whether this behavior generates an intention to continue using Facebook over time. This study combines the theory of uses and gratification and a subjective norm perspective to create an integrated model that predicts liking behavior and usage intentions on Facebook. The research model is tested with data collected from online users of Facebook and the proposed model is supported by a measurement and structural model analysis based on empirical data collected from 267 Facebook users. The findings indicate that the most salient motivations for users to liking behavior are enjoyment, information seeking, social interaction, and subjective norms, and that they subsequently reinforce their continuous intention toward the Facebook. The results also revealed that subjective norms contribute strongly to the projections of liking behavior and continuous usage intention. The proposed research model contributes to global marketing research and information-technology service management by integrating personal and social motivators to understand the acceptance of social networking technologies by users in Asia. In particular, the outcomes stand to enhance the current state of knowledge of social networking site developers, managers, and organizations to improve acceptance of their services or products, development of customer support, advertising, and/or product development. The present results lay the foundation for uses and gratification theory and subjective norms model that have important theoretical and practical implications and may guide future research efforts in this context.

PurposeBanking services encounter major challenges in determining customer's psychometric behavioral intentions. Scholars suggest that a theoretical approach to better understand the key constructs of service marketing, such as service quality, perceived value, customer satisfaction, corporate image and behavioral intentions, is critical to bank performance. The present study aims to design and test a comprehensive multidimensional and hierarchical model of service quality with higher-order psychometric constructions and their mediation effects in the model.Design/methodology/approachData from a self-administered structured questionnaire are analyzed by confirmatory factor analysis and structural equation modeling.FindingsEmpirical results confirm that multidimensional and hierarchical service quality are best suited to assess overall banking service quality, in which outcome, interaction and environment quality are the important primary dimensions, with each of them having several subdimensions. Service quality is the significant antecedent of behavioral intentions, customer satisfaction, corporate image and perceived value. Customer satisfaction and service quality are the best determinants of behavioral intentions. In addition, customer satisfaction, perceived value and corporate image are complementary variables, having significant mediation effects on the relationship between service quality and behavioral intentions.Originality/valueAs a maiden study in the context of emerging economies, this research integrates a comprehensive service quality theory and valuable customer loyalty constructs, which are crucial to banks' financial performance, bolstering evidence for the theoretical pitch. This study also provides managers with a clear idea of how they can develop sustainable service marketing strategies and policies on the psychometric perceptions of customers, thereby leading banks to achieve long-term goals.

PurposeIn Bangladesh, the banking companies have huge opportunity to capture market share by properly understanding the critical aspect of customer satisfaction. This paper mainly focuses on young generation as target group to find out their differential perception. This study aims to identify most influencing factors and determine their influencing power on young customer's satisfaction and retention in mobile banking.Design/methodology/approachIt is a quantitative research with self-administered questionnaire as primary data collection instrument. Existing literature and published articles are reviewed as secondary data for hypothesis development. Out of 300 questionnaires, 279 usable questionnaires were returned and these collected data were analyzed by partial least square-structural equation model (PLS-SEM) with the use of Smart_PLS (V 327) to validate the model and test the hypothesis.FindingsThe findings of the research revealed that expense, responsiveness and relative advantage have significant influence while security and convenience have insignificant influence on satisfaction. But they are not directly related with loyalty although satisfaction and loyalty strongly related with each other.Originality/valueAlthough mobile banking is not a new issue in Bangladesh, the use of PLS_SEM to measure young user's satisfaction as the customer of mobile banking is not available in literature. So, this paper is an attempt to fill up this gap. In spite of having some limitation the research provides some practical implication for banks with better strategic insight to design mobile banking services to yield higher customer satisfaction.

The purpose of this study was to examine how electronic word-of-mouth (eWOM) communication of Facebook is influenced by social exchanges, social capital, and service quality dimensions. The online survey was conducted with a pre-tested and self-administered questionnaire, and a structural equation model was used to examine the hypothetical relationships. The results of the structural model provide insights into four key antecedents for the effective use of eWOM communication from a social capital and exchange perspective. In particular, reciprocity, tie strength, trust, and interaction service quality significantly and positively influence eWOM communication, demonstrating that social media users engage in online communication when they have a positive perception toward these psychological dimensions. The comprehensive study offers an extended theoretical perspective on eWOM literature for emerging market context and clearly examines the influencing factors of eWOM that remain to be addressed in this context. Since eWOM is widely used in social media to promote viral marketing through its powerful connection and interpersonal relationship-building capabilities, the results of the study have important implications for the practitioners with respect to sustainable advertising and business strategies.

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