The Role of Corporate Reputation Moderation of Banking Services

Badawi, .; Tjahjono, Heru Kurnianto; Muafi, Muafi

doi:10.17512/pjms.2017.15.1.02

Cited by 10 publications

(11 citation statements)

References 32 publications

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“…The questionnaire is distributed to the customer of Rural Bank (BPR) in West Java, which is Kuningan District (in Majalengka, Cirebon Regency, Cirebon City), Indramayu, and Yogyakarta. The measurement of the variable in this research adopted from: (1) Informational Justice, consists of three indicators adopted from Colquitt et al, (2001), Badawi, et, al (2017) 4) Satisfaction with service recovery, consists of four indicators adopted from Jang (2007), Badawi, et al (2017). The scale technique that is used is Likert Scale ranging from 1 (very strongly disagree) to 5 (very strongly agree).…”

Section: Methodsmentioning

confidence: 99%

“…Some research result show that informational justice can increase the satisfaction with service recovery (Badawi, 2012), Skarlick et al (2008) in his findings stated that informational justice mediates the effect between justice toward integrated interaction. Colquitt (2001), Badawi, et al, (2017) stated that informational justice has an effect on satisfaction with service recovery. The study of the service failure shows that the role of interactional justice can explain the interpersonal if negative results occur in the service failure process.…”

Section: Introductionmentioning

confidence: 99%

“…The study from Badawi (2012) found that interactional justice can increase the satisfaction with complaint handling in services. Badawi, et al (2017) stated that informational justice has a significant effect on the satisfaction with service recovery in banking services. However, some researchers, such as Thomson and Vivein (2001), found that interactional justice has no effect on satisfaction, but it affects repotronage intention.…”

Section: Introductionmentioning

confidence: 99%

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The Effect of Informational and Interpersonal Justice Towards Satisfaction With Recovery Service Through the Role of Customer Emotion Mediation: A Study on Post-Merger Rural Credit Banks (Bpr) in Indonesia

Badawi¹,

Hartati²,

Muslichah³

2019

PES

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The research objective is to explore the role of moving mediation on the influence of informational and interpersonal justice on satisfaction with service recovery, as well as broadening the impact of informational and interpersonal justice on satisfaction with service recovery at the Rural Bank (BPR) after merger. The data is collected through surveys of customers who experienced failure of bank credit services by rural banks (BPR) in the last two years which amounted to 127 respondents in Yogyakarta, Indonesia. The data analysis techniques used in this research are Structural Equation Modeling (SEM). The results of this study found that emotions (positive and negative emotions) mediate the influence of informational and interpersonal justice on satisfaction with service recovery. The results of this study confirm that informational and interpersonal justice can increase comfort with a revival of services at BPR after merger. The results of this study provide a theoretical contribution to the development of models for service failures in the Banking Service Industry, especially in the Rural Banks (BPR) after the merger in Indonesia. Also, the findings of this study are also useful for the Banking Services Industry as a strategy model to implement Financial Services Financial Authority regulations on Consumer protection.).

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Section: Methodsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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The Effect of Informational and Interpersonal Justice Towards Satisfaction With Recovery Service Through the Role of Customer Emotion Mediation: A Study on Post-Merger Rural Credit Banks (Bpr) in Indonesia

Badawi¹,

Hartati²,

Muslichah³

2019

PES

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“…Banking service industry has a high level of involvement between customer and employee. This does not close the possibility of errors or failures in the service and efforts to meet the expectations of all customers (Badawi, Tjahjono & Muafi, 2017). Service failure occurs when customer's expectation is not met by the company or service provider (Sholeh, 2014).…”

Section: Introductionmentioning

confidence: 99%

“…Lewin (1951) suggests that individual behaviour is a function of the environment. Some researchers have focused on prior experience in the context of service recovery of information technology toward procedural and interactional justice that are perceived to be lacking much less connected to the moderation of customer's personality; which can explain various reactions to perceived justice (Colquitt, Greenberg, & Zapata-Phelan 2005: Colquitt., 2001: Lind, 2001Van & Bos, 2001;Badawi, et al, 2017). This research attempts to narrow the gap in the literature of personality traits by examining the relationship of personality as moderation between customer, perceived procedural justice, and perceived interactional justice (Colquitt, Scott, Judge, & Shaw.…”

Section: Introductionmentioning

confidence: 99%

Customer experience in the process of e-banking service recovery through the moderation role of customer personality

Hartati¹,

Margery²,

Indah³

2019

JBRMR

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This research tests and analyse the influence of customer's prior experience toward procedural justice and interactional justice perceived by customer toward the process of service recovery through the moderation role of customer personality in the e-banking service on three state-owned banks in West Java, Indonesia. The respondent of this research is e-banking customer in three banks (BRI, BNI, and BTN) in West Java, Indonesia with 300 respondents. The analysis technique that is used is Structural Equation Modeling (SEM). The research result proves that: (1) there is a positive and significant influence of customer's prior experience toward interactional and procedural justice, (2) customer's experience moderates the influence of customer's prior experience toward interactional and procedural justice. This research result provides theoretical contribution toward the development model of customer's prior experience in the process of service recovery on e-banking service with the moderation variable of customer personality. Besides, this research finding is also useful for e-banking service in Indonesia as a strategy to decide service recovery that provides sense of justice as the key to customer satisfaction.

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Operational risk management and customer complaints

Rahim

Ahmed

Sarkawi

et al. 2019

BIJ

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PurposeThe purpose of this paper is to examine the relationship between operational risk management and customer complaints. It also determines whether product complexity moderates the relationship between the operational risk management and customer complaints.Design/methodology/approachThis study utilizes a quantitative method: quantitative data were collected using a questionnaire. The population of this study is 1,845 local conventional bank branches based in Malaysia.FindingsThe findings revealed that components of operational risk management, namely practice of hazard identification and formulation of implementation of risk control, have negative and significant relationships with customer complaints. Empirical evidence confirmed the moderating effects of product complexity on the relationship between operational risk management and customer complaints.Originality/valueFrom the perspective of developing countries, the main contribution of this study is the elucidation of the effect of operational risk management on customer complaints in commercial banks in Malaysia. This study confirmed the usability of the resource-based view theory in the banking industry, as well as operational risk management as a bank resource.

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The Role of Corporate Reputation Moderation of Banking Services

Cited by 10 publications

References 32 publications

The Effect of Informational and Interpersonal Justice Towards Satisfaction With Recovery Service Through the Role of Customer Emotion Mediation: A Study on Post-Merger Rural Credit Banks (Bpr) in Indonesia

The Effect of Informational and Interpersonal Justice Towards Satisfaction With Recovery Service Through the Role of Customer Emotion Mediation: A Study on Post-Merger Rural Credit Banks (Bpr) in Indonesia

Customer experience in the process of e-banking service recovery through the moderation role of customer personality

Operational risk management and customer complaints

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