Assessing the Effects of Experiential Quality on Behavioural Intention of Customers in Banking Services: The Moderating Role of Experiential Satisfaction

Bag, Sudin; Ray, Nilanjan; Banerjee, Bidisha

doi:10.1177/23197145211052817

Cited by 11 publications

(4 citation statements)

References 61 publications

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“…Before the analysis of data, extreme values (i.e., outliers) have been identified with the help of Z‐score values for univariate cases (absolute value of Z being more than 3.29 indicates outlier) and by employing the Mahalanobis distance method for multivariate cases as recommended by Bag et al (2021). By applying the procedure, six and three respondents are detected in the two analyses and, therefore, not considered in the final analysis.…”

Section: Methodsmentioning

confidence: 99%

Determinants of using online mode of teaching: Evidence from higher educational institutions

2023

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The investigation looks at the intention of teachers in higher educational institutions towards online teaching–learning methods using the extended unified theory of acceptance and use of technology. In the aftermath of Covid‐19, the education sector was in shambles, and it was impossible to continue with the traditional offline form, which forced a sudden transition to the online mode of teaching and learning. Thus, it is immensely important to identify the various factors that determine the intention to use the online teaching method by the facilitators of higher education. The present contributions have failed to provide a complete framework towards technological adaptation in higher learning. The approach taken by the researchers is a holistic one as it considers concrete aspects not considered in the previous literature. For this purpose, responses are collected from 240 faculty members of higher education institutions using the online survey method with the help of a structured research questionnaire. The scale of the items was adopted from the existing literature and modified to fit the research objectives. After testing for the outliers and reliability, 231 samples are finally considered. The partial least square structural equation modelling method is employed to test and validate the proposed model. Results of the study show that performance expectation, self‐efficacy, social influence and facilitating conditions have a significant influence on the teachers’ intention towards the use of the online teaching–learning method, which leads to the actual use of this ICT‐based teaching–learning method. In addition, the study highlights that the age of teachers has a negative but significant influence on the intention to use, and discipline has a positive effect. Nevertheless, the institutional level has a negative and significant influence on teachers’ actual use of online teaching–learning methods. The findings can help to design strategies for teaching–learning in recent times.

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Section: Methodsmentioning

confidence: 99%

Determinants of using online mode of teaching: Evidence from higher educational institutions

2023

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“…Satisfaction also acts as a driving force for technology adoption. Research work by Bag et al (2021) identifies the influence of experiential quality on behavioural intention of an individual towards banking services. The study also revealed that experiential satisfaction has moderating effect on experiential quality and behavioural intention among consumers.…”

Section: Theoretical Background and Hypothesis Developmentmentioning

confidence: 99%

Financial Disruption and Microentrepreneurs

Tikku

Singh

2023

International Journal of E-Collaboration

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The COVID-19 pandemic is expeditiously stirring the global economy. The impact of this pandemic has implications on the sustenance of industries worldwide. This study investigates the influence of various endogenous and exogenous factors affecting e-wallet adoption among micro entrepreneurs in India. A sample of 287 micro enterprises were identified in NCR (National Capital Region) region on the basis of random sampling. Structured questionnaires were administered to the respondents. Structural equation modelling was used to analyse the data with the help of Smart PLS 3. The main findings of the study show that self-belief, personal innovativeness, and satisfaction are the key indicators affecting the e-wallet adoption among the microentrepreneurs. Microentrepreneurs contribute greatly to economic development in developed and developing nations. Digitalisation of this segment of industry can turn India into a cashless country, thereby reducing the cash burden of the economy. Microentrepreneurs can also act as a catalyst for financial inclusion.

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“…Thus, the experience received by the customer will also be different. The customer experience in traditional banking (Bag et al, 2021; and electronic banking (Cruz et al, 2010) has been investigated by several researchers; however, the dimension of digital banking 4.0 experience quality has not been much explored. For that reason, there is a need to further investigate the dimensions of digital banking 4.0.…”

Section: Introductionmentioning

confidence: 99%

“…Thus, the experience received by the customer will also be different. The customer experience in traditional banking (Bag et al. , 2021; Wu et al.…”

Section: Introductionmentioning

confidence: 99%

Bank 4.0 experiential quality and customer loyalty: a serial mediating role of customer trust and engagement

Hussein

Sumiati²,

Hapsari³

et al. 2022

TQM

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PurposeThis study aims to explore the structure and dimensions of experiential quality in the context of Indonesian Bank 4.0. Moreover, this study also explains the process of how experiential quality generates customer loyalty (CL) by testing the mediation role of both customer trust (CT) and customer engagement (CE).Design/methodology/approachTwo sequential smaller studies were conducted to answer the proposed research objectives. The first study was an exploratory study involving two series of focus group discussions and a survey with a self-administered questionnaire. The second study was an explanatory study. Similar to the first study, a self-administered questionnaire was employed to collect the data. A total of 410 participants participated in this study for both the first and second study. Exploratory factor analysis was used to analyse the data in the first study, while Partial Least Squares was employed to test the relationship amongst variables in the second study.FindingsThis study found that Bank 4.0 experiential quality is a multidimensional construct with access reliability (AR), digital interaction (DI) and security (SC) as the primary dimensions. In addition, this study suggested that Bank 4.0 experiential quality is proven to indirectly affect CL through a serial mediation process. In the serial mediation process, this study found that CT and CE are robust mediator variables.Originality/valueThis study revealed that Bank 4.0 experiential quality is a multidimensional construct with three primary dimensions: AR, DI and SC. This finding proves that the bank 4.0 experiential quality dimension is different from the conventional banking experiential quality. In addition, this study showed the process of how Bank 4.0 experiential quality is transformed into CL. In addition, this current research discovered that CE and CT serially mediated the impact of bank 4.0 experiential quality on CL that has not been explored by the previous research in the banking industry.

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Assessing the Effects of Experiential Quality on Behavioural Intention of Customers in Banking Services: The Moderating Role of Experiential Satisfaction

Cited by 11 publications

References 61 publications

Determinants of using online mode of teaching: Evidence from higher educational institutions

Determinants of using online mode of teaching: Evidence from higher educational institutions

Financial Disruption and Microentrepreneurs

Bank 4.0 experiential quality and customer loyalty: a serial mediating role of customer trust and engagement

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