Integrating the Commitment-Trust Theory to Gauge Customers Loyalty in Riding Services

Abid, Muhammad Farrukh; Siddique, Junaid; Gulzar, Amir; Shamim, Amjad; Dar, Imran Bashir; Zafar, Aimen

doi:10.1080/10496491.2022.2143987

Cited by 8 publications

(6 citation statements)

References 88 publications

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“…Thirdly, the roles of experiential value, value creation and value co-creation have rarely been investigated in the context of EI or EE. Future research studies should develop a conceptual framework by considering how different entrepreneurship strategies can be designed and re-designed to promote value creation, value co-creation and experiential value for customers through entrepreneurial initiatives (Abid et al , 2022a, 2022b ; Shamim et al , 2021; Siddique et al , 2021; Shamim et al , 2022; Hussain et al , 2023). Fourthly, researchers from other developing nations may need to construct country-specific models for similar EE based on the findings of this study, thus boosting the model’s generalisability.…”

Section: Discussion Practical Implications Agenda For Future Research...mentioning

confidence: 99%

“…Therefore, future research could examine the trust-commitment factors as a business driver to initiate entrepreneurial launches in different geographic settings and contexts. See Abid et al (2022a, 2022b) for further reference. Finally, the data were acquired using a cross-sectional design, and this approach could have limited the study.…”

Section: Discussion Practical Implications Agenda For Future Research...mentioning

confidence: 99%

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Do entrepreneurial self-efficacy, entrepreneurial motivation, and family support enhance entrepreneurial intention? The mediating role of entrepreneurial education

Saoula

Shamim

Ahmad

et al. 2023

APJIE

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Purpose Entrepreneurship is an important paradigm for enhancing the economic well-being of nations. However, despite heated debate about the significant role of entrepreneurial education (EE) in developing favourable entrepreneurial intention (EI), little is known about the role of individuals’ entrepreneurial self-efficacy (ES), entrepreneurial motivation (EM) and family support (FS), which the authors investigated in this study. Design/methodology/approach This study has used a quantitative research design to collect data from 334 young people from various Malaysian higher education institutes using a purposive sampling technique and a deductive approach based on the theory of planned behaviour (TPB). Findings The findings revealed interesting insights into the criticality of young people’s ES, EM and FS in learning methods, techniques and skills to start new enterprises. Moreover, EE was a significant mediator of the relationship between individual self-efficacy, FS, EM and EI. Originality/value This study is among the few to contribute to strategic management scholarship by designing a framework based on the idea that EE relies on diverse factors, particularly ES, EM and FS. These factors encourage Malaysian young people to seek the necessary education to develop favourable EI and launch successful businesses.

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Section: Discussion Practical Implications Agenda For Future Research...mentioning

confidence: 99%

Section: Discussion Practical Implications Agenda For Future Research...mentioning

confidence: 99%

Do entrepreneurial self-efficacy, entrepreneurial motivation, and family support enhance entrepreneurial intention? The mediating role of entrepreneurial education

Saoula

Shamim

Ahmad

et al. 2023

APJIE

Self Cite

View full text Add to dashboard Cite

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“…Second, we have proposed that e-trust is an important mediator that allows the managers to enhance customer e-retention with the webstore. Trust is an important foundation for developing a strong relationship between firms and customers (Abid et al , 2023). Customers’ level of trust in the webstore is a significant predictor of persons’ expectations in monetary exchanges.…”

Section: Discussion Implications and Agenda For Future Researchmentioning

confidence: 99%

Building e-trust and e-retention in online shopping: the role of website design, reliability and perceived ease of use

Din

Shamim

Suki

et al. 2023

SJME

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Purpose This study aims to examine the impact of website design, reliability and perceived ease of use as an engagement motivational factors on customer e-trust and e-retention in online shopping. Design/methodology/approach By using deductive approach, quantitative methods and purposive sampling technique, this study has collected the data from 295 young online customers to enhance an understanding of website design, reliability and perceived ease of use in an online shopping context. Findings The findings revealed interesting insights where reliability is the most significant predictor of customer e-trust in online shopping, followed by perceived ease of use and website design. In addition, a significant mediating effect of e-trust is found between customer e-retention, website design, reliability and perceived ease of use. Research limitations/implications Future research is recommended to predict the antecedents of online engagement motivational factors with value co-creation and co-creation experience in online shopping context. Originality/value This study offers fresh insights about driving elements and impediments of online customer retention. Customer engagement comprising of website design, reliability and perceived ease of use appear to influence the online customer retention through direct and indirect effect.

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“…2.1 Commitment-trust theory as an important paradigm in the financial insurance services The trust and commitment are important for establishing relationship quality (Morgan and Hunt, 1994;Wang et al, 2020). According to commitment-trust theory, service providers are eager to provide a long-term sustainable relationship with their customers by promoting trust and commitment in providing quality services (Gilboa et al, 2019;Abid et al, 2023).…”

Section: Theoretical Background and Concept Developmentmentioning

confidence: 99%

“…Based on that, this study has conceptualized the framework through the lens of the commitment-trust theory by introducing different factors such as service quality, perceived cost and the role of agents, which directly effects the relationship between takaful firms and their customers. The theory posits the importance of trust and commitment to pursue a longterm service relationship between the customer and its service provider (Abid et al, 2021(Abid et al, , 2023.…”

Section: Theoretical Implications Of the Studymentioning

confidence: 99%

Forging customer satisfaction through commitment-trust factors in financial insurance services: moderating role of corporate image

Saoula

Abid

Ahmad

et al. 2023

JIMA

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Purpose It is widely evident that trust and commitment are important pillars for strengthening the relationship between financial service firms and their customers. However, it has not been explored how the service quality, perceived cost and role of agents are important for financial service firms. To overcome this gap, this study aims to investigate the role of service quality, perceived cost and the role of agents as the commitment–trust factors in the financial insurance service (Takaful) in Malaysia, enhancing customer satisfaction. Design/methodology/approach The study follows a quantitative design in which primary data was collected using a survey instrument. The measurement instrument was adapted from the previous research, and data were collected from 264 customers of the Takaful financial service organizations in Malaysia. The data were analyzed using variance-based structural equational modeling in Smart-PLS software. Findings This research has revealed several useful insights that demonstrate a significant impact on service quality, perceived cost and the agents’ role in forging close relationships with their customers. Corporate image has a moderating role in relationships and has significantly impacted takaful insurance companies. The results imply that regardless of the corporate image of the financial service organizations, customers are concerned about the prices and the quality of the agents’ services. Research limitations/implications In this study, only the predictors such as service quality, perceived costs and agents’ roles as trust–commitment factors were examined to determine customer satisfaction. Other investigations are highly recommended, such as value co-creation in takaful, takaful customer experience and takaful trust. This study offers insights to takaful insurance companies on how to keep up a positive corporate image, which will boost their trust–commitment factors and ultimately increase customer satisfaction. Originality/value By presenting commitment–trust factors and company image in an identifiable framework, the current study has expanded the discussion on takaful financial insurance services. The methodology is developed and rigorously tested to gauge customer satisfaction in takaful financial service organizations’ context.

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Integrating the Commitment-Trust Theory to Gauge Customers Loyalty in Riding Services

Cited by 8 publications

References 88 publications

Do entrepreneurial self-efficacy, entrepreneurial motivation, and family support enhance entrepreneurial intention? The mediating role of entrepreneurial education

Do entrepreneurial self-efficacy, entrepreneurial motivation, and family support enhance entrepreneurial intention? The mediating role of entrepreneurial education

Building e-trust and e-retention in online shopping: the role of website design, reliability and perceived ease of use

Forging customer satisfaction through commitment-trust factors in financial insurance services: moderating role of corporate image

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