A Bayesian Network Model on the association between CSR, perceived service quality and customer loyalty in Indian Banking Industry

Goyal, Praveen; Chanda, Udayan

doi:10.1016/j.spc.2016.12.001

Cited by 52 publications

(42 citation statements)

References 55 publications

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“…This discussion concludes that banks should focus on providing better customer services to develop their positive perceptions about overall e-service quality. As researchers also emphasized, the banking sector needs to develop strategies that enhance the overall e-service quality of banks (e.g., Goyal & Chanda, 2017). Finding in this study is also consistent with this argument and the impact of e-customer service found to influence overall e-service quality positively.…”

Section: Discussionsupporting

confidence: 86%

Antecedents of Overall E-service Quality and Brand Attachment in the Banking Industry

Lakhi

Mohamadali

2020

SJOM

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Purpose – The study aims to examine the impact of website design, e-fulfillment, e-service and e-security on overall e-service quality and its impact on brand attachment. Design/methodology/approach – Data of 425 respondents was collected from the internet banking industry users through an online survey. Further, PLS-SEM was employed to analyze the data. Findings – Results indicate that the impact of e-security, e- customer service, and e-fulfillment on overall e-customer service quality was supported. In contrast, the impact of website design was not supported. Further, overall, e-service quality also has a significant impact on brand attachment. Originality/value – This study suggested and tested a brand attachment framework for the banking industry to support strategy formulation for managers.

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Section: Discussionsupporting

confidence: 86%

Antecedents of Overall E-service Quality and Brand Attachment in the Banking Industry

Lakhi

Mohamadali

2020

SJOM

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“…52 It has been determined that quality has an important place in creating loyalty by affecting satisfaction in the positive direction, especially at the beginning. 53,[55][56][57] Therefore, it is obvious that businesses have to provide customer satisfaction to realize the ultimate goal of customer loyalty. In this regard, it is important to determine the factors that affect quality, one of the fundamental determinants of customer satisfaction.…”

Section: Literature Review and Research Hypothesesmentioning

confidence: 99%

The Influence of the color of light on the customers' perception of service quality and satisfaction in the restaurant

Özkul

Bilgili

Koç

2020

Color Research & Application

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The physical evidence is influential on the consumer's attitude, quality perception, and purchasing behavior. The service atmosphere within the physical evidence scope is an element that requires huge investments. Together with low-cost small changes, the physical environment could be rendered much more attractive to the consumer. Color and light are among the elements that are suitable for these changes. This research aims to determine whether the color of light in the service atmosphere affects the customer's quality perceptions and customer satisfaction and whether this effect differs according to the color of light. To this end, the restaurant business, which has an essential place in the tourism industry, was chosen as the research experiment ambient. A total of five experiments were conducted in five ambient lighted in different colors with participants. Data were collected with 204 the form of the experiment question According to the analysis results, the perception of service quality and the level of satisfaction were higher in red and yellow-lighted ambient than those in blue and green-lighted ambient. In line with the results, recommendations were made to reduce the physical environment costs in the service production process in restaurants and to achieve a cleaner service production, sustainable production, and consumption through more efficient use of resources. Highlights 1. The light color in the service atmosphere affects the perceived quality and customer satisfaction. 2. Perceived service quality and customer satisfaction differ according to the light color in the service atmosphere. 3. By changing the light color in the service atmosphere, it is possible to increase the level of quality perception and customer satisfaction in a positive way. 4. By changing the color of the light in the service environment, efficient and sustainable cleaner production can be realized with low costs.

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“…On the other hand, CSR is when an organization adheres to the needs and social responsibilities of its employees, managers, owners (internal stakeholders) and the community or society, shareholders, creditors, customers, and the government (external stakeholders) [7] . The initiation of CSR in the operation of the business has a significant relationship between the business and community in which organizations operate.…”

Section: Introductionmentioning

confidence: 99%

CSR and societal change in international financial markets of Africa

Asare

Ahmed

2019

Resour Environ Econ

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Corporate social responsibility is the foremost business strategy focus for managers who aim to have long-term success in competitive environment. Different scholars have found it difficult with its definition, explanation, application, and measurement in organizations on who and how it should be done reciprocally. The present study seeks to review societal change with contribution from corporate social responsibility in international financial markets of Africa. The study is qualitative in nature and seeks to analyze the maximum practice of CSR activities and where there is room for improvement in CSR initiatives among African firms. There are three important forms of corporate social responsibility which are aligned to the emerging social needs of community for true fulfillment and addressing the social responsibility at corporate level.

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A Bayesian Network Model on the association between CSR, perceived service quality and customer loyalty in Indian Banking Industry

Cited by 52 publications

References 55 publications

Antecedents of Overall E-service Quality and Brand Attachment in the Banking Industry

Antecedents of Overall E-service Quality and Brand Attachment in the Banking Industry

The Influence of the color of light on the customers' perception of service quality and satisfaction in the restaurant

CSR and societal change in international financial markets of Africa

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