Multiple Mediating Effects on the Quality of and Loyalty to Banking Services

Jahan, Nusrat; Hossain, Md. Alamgir; Fang, Yuantao

doi:10.18488/journal.aefr.2020.1011.1248.1258

Cited by 2 publications

(7 citation statements)

References 19 publications

(47 reference statements)

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“…Corroborating the findings of existing studies (Andaleeb et al , 2016; Kant and Jaiswal, 2017; Jahan et al , 2020; Pooya et al , 2020), current empirical results verify that perceived value strongly depends on service quality ( β = 0.77) and that corporate image has reasonable relationships with perceived value ( β = 0.30) and service quality ( β = 0.58). This implies that service quality has an even more substantial impact on the realization of value and image perceptions in banking services, which in turn impact customers' behavioral intentions.…”

Section: Discussionsupporting

confidence: 83%

“…Pooya et al (2020) posit that service quality is another important prerequisite for the perceived value of banking services. Perceived value can be increased by emphasizing service quality in the banking context (Jahan et al, 2020;Pooya et al, 2020), with excellent service becoming a competitive advantage that is hard for rivals to duplicate (Parasuraman et al, 1988). In addition, corporate image is people's overall impression of a company, and often regarded as one of the main sources of corporate reputation and corporate bradding.…”

Section: Proposed Research Modelmentioning

confidence: 99%

“…Typically, customers translate their perceived quality of received services into an overall impression of the service provider (Hu et al, 2009). It has shown that bank customers who recognize better quality of service in recurring service meetings have overall good impressions on the image of the bank (Bakar et al, 2017;Alam and Noor, 2020;Jahan et al, 2020). The literature indicates that higher levels of service quality bring higher levels of customer satisfaction, perceived value and corporate image.…”

Section: Proposed Research Modelmentioning

confidence: 99%

“…Providing high quality service assists companies in meeting multiple requirements – for example, the advantageous consequences of customer satisfaction include customer loyalty and higher market share, together with the ability to attract new customers and improve productivity, financial performance and profitability in the banking industry (Andaleeb et al , 2016; Kant et al , 2017; Fida et al , 2020; Khatoon et al , 2020; Lebdaoui and Chetioui, 2020). Banks, like other service industries, offer better service quality that increases customer satisfaction, makes recommendations or stimulate word-of-mouth (WOM), and builds customer loyalty (Ladhari et al , 2011; Alam and Noor, 2020; Jahan et al , 2020; Pooya et al , 2020; Omar et al , 2021; Dandis et al , 2021; Zhou et al , 2021).…”

Section: Introductionmentioning

confidence: 99%

“…The arrival of private and foreign commercial banks has altered the rules of the game, particularly with regard to customer satisfaction. The standardized use of high-tech services in retail banking has made this sector more competitive and a dominant player in the economic development of Bangladesh (Jahan et al , 2020). Additionally, radical changes in consumer behavior during the COVID-19 period affect not only retail markets but also all other service markets such as financial service sectors, where efficient service delivery can become a sustainable strategy for financial institutions.…”

Section: Introductionmentioning

confidence: 99%

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A multidimensional and hierarchical model of banking services and behavioral intentions of customers

Hossain

Jahan²,

Kim

2021

IJOEM

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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.

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Section: Discussionsupporting

confidence: 83%

Section: Proposed Research Modelmentioning

confidence: 99%

Section: Proposed Research Modelmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

A multidimensional and hierarchical model of banking services and behavioral intentions of customers

Hossain

Jahan²,

Kim

2021

IJOEM

Self Cite

View full text Add to dashboard Cite

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SERVQUAL to Determine Relationship Quality and Behavioral Intentions: An SEM Approach in Retail Banking Service

et al. 2023

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Purpose—The aim of the study was to visualize the impacts of the service quality dimensions under the SERVQUAL model regarding the relationship quality and behavioral intentions of consumers in the retail banking services of Bangladesh. Design/Methodology/Approach—In this study, a structured questionnaire was used to conduct a survey, and 234 valid data samples were collected for the quantitative analysis. The measurement and structural models were used to explore the hypothesized connections among variables using the structural equation modeling (SEM) approach. Findings—The empirical results of this research indicated that SERVQUAL dimensions (tangibles, reliability, empathy, assurance, and responsiveness) seemed to be highly valued for measuring service quality. The service quality influences the quality of relationships and behavioral intentions. The relationship quality has a significantly positive impact on behavioral intentions and a mediation effect on service quality and behavioral intentions. Originality/Value—The aim of this research was to develop an advanced connection between relationship structural equation models and managerial implications as a reference and an application for the banking industry.

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Multiple Mediating Effects on the Quality of and Loyalty to Banking Services

Cited by 2 publications

References 19 publications

A multidimensional and hierarchical model of banking services and behavioral intentions of customers

A multidimensional and hierarchical model of banking services and behavioral intentions of customers

SERVQUAL to Determine Relationship Quality and Behavioral Intentions: An SEM Approach in Retail Banking Service

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