This study uses a novel theoretical approach that combines two multidimensional service quality models that focus on customer satisfaction, perceived value, and customer loyalty as outcomes of service quality in the context of mobile banking. Additionally, the study assesses the potential moderating effects of switching costs between mobile banking service quality and customer loyalty. The study found a strong direct effect between service quality, perceived value, customer satisfaction, and loyalty. The moderating effect of switching costs was found to be inconsequential to customer loyalty. The study demonstrates that financial institutions should focus on building and maintaining functional, secure mobile banking applications to enhance customer loyalty and retention.
Data quality has become an area of increasing concern in marketing research. Methods of collecting data, types of data analyzed, and data analytics techniques have changed substantially in recent years. It is important, therefore, to examine the current state of marketing research, and particularly self-administered questionnaires. This paper provides researchers important advice and rules of thumb for crafting high quality research in light of the contemporary changes occuring in modern marketing data collection practices. This is accomplished by a proposed six-step research design process that ensures data quality, and ultimately research integrity, are established and maintained throughout the research process—from the earliest conceptualization and design phases, through data collection, and ultimately the reporting of results. This paper provides a framework, which if followed, will result in reduced headaches for researchers and more robust results for decision makers.
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