Although internet banking is considered a mature technology, digital failures and breakdowns have resulted in widespread customer dissatisfaction. However, recent examples in developed countries show that customer dissatisfaction with internet banking platforms does not necessarily erode customer loyalty. While this could be due to the strong assurance provided by institutional structures that govern the internet usage, it is not known if similar results can be found in emerging markets where internet banking technology has still not reached its saturation stage and coexists with traditional brick and mortar banking services. Thus, this study aims to develop a better understanding of the e-satisfaction-e-loyalty link in the Indian internet banking context. The moderating effects of structural assurance at the individual level and market share at the firm level are analysed on the e-satisfaction – e-loyalty link applying a multilevel modeling framework. Data collected from customers along with archival data across 21 banks in India demonstrate that structural assurance significantly moderates the e-satisfaction-e-loyalty link at the consumer level and market share regulates the link at the bank level. Also, market share is found to moderate the relationships among e-satisfaction, structural assurance, and e-loyalty. Three-way interaction results suggest that the interaction effect between e-satisfaction and structural assurance is less pronounced when market share is high rather than low. This study advances our understanding of the conditional effects of e-satisfaction on e-loyalty and elucidates how different share banks may optimize customer loyalty in an emerging market context.
Extant academic research provides a comprehensive view of online consumer behaviour on a single website, paying less attention to the integrated environment in which websites operate. Retailers’ products, however, are not only available on their own website, but also through other connected channels such as comparison sites. Our limited knowledge of consumers’ integrated behaviour across the entire market poses difficulties to design effective online strategies. At the same time, practitioners h...
Last. Dipendra Singh(UCF: University of Central Florida)H-Index: 10
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With the increased popularity of mobile devices, hotels and online travel agencies have started focusing on mobile hotel booking (MHB) in recent years. However, there has been limited research on users" loyalty intentions toward MHB technology. This research attempted to provide an integrated theoretical model that examines the determinants of MHB loyalty. The proposed model, which incorporates personalization, privacy concern, trust, perceived risk, and loyalty, was tested via structural equati...
The purpose of this study is to develop a model which explains how the loyalty of individual users of online banking is formed. In order to do this, first, the variables that contribute to the e-loyalty have been identified and subsequently have been validated, considering their reflective or formative character. The literature review leads us to consider the customers e-satisfaction and e-trust, the switching barriers and the perceived quality of the website as main antecedents of the e-loyalty...
Last. Keyoor Purani(Indian Institute of Management Kozhikode)H-Index: 9
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This study examines the impact of psychological contract violation (PCV) on customer intention to reuse online retailer websites via the mediating mechanisms of trust and satisfaction. The moderating role of perceived structural assurance (SA) is also investigated. An empirical study conducted among online shoppers confirms the indirect effects of PCV on customers' intention to reuse via trust and satisfaction. The findings also support the moderating impact of perceived SA in the network of rel...
Customer equity drivers (CEDs)—value equity, brand equity, and relationship equity—positively affect loyalty intentions, but this effect varies across industries and firms. We empirically examine potential industry and firm characteristics that explain why the CEDs–loyalty link varies across services industries and firms in the Netherlands. The results show that (1) some previously assumed industry and firm characteristics have moderating effects while others do not and (2) firm-level advertisin...
#1Yvonne K. Saini(University of the Witwatersrand)H-Index: 3
#2John G. Lynch(CU: University of Colorado Boulder)H-Index: 50
Abstract We replicate and extend the work of Degeratu, Rangaswami, and Wu (2000) and Danaher, Wilson, and Davis (2003). Using econometric analyses of purchase behavior, both studies found a larger role of brands in purchases in online versus offline shopping environments. We use two controlled randomized experiments, eliminating certain alternative explanations for the prior findings, replicating those findings when offline shopping included sensory information, and showing the psychological mec...
#1Vikas Kumar(GSU: Georgia State University)H-Index: 64
#2Sarang Sunder(J. Mack Robinson College of Business)H-Index: 6
Last. Amalesh Sharma(J. Mack Robinson College of Business)H-Index: 3
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Despite the rise of emerging markets as lucrative destinations for business expansion, marketing literature in this area is largely anecdotal and conceptual. Further, owing to the largely unorganized retail structure in emerging markets, managers tend to make sub-optimal marketing-mix decisions by taking an aggregate view of their distribution network. In this study, we develop an econometric model to help firms develop a multichannel distribution strategy in emerging markets while accounting fo...
#2David C. Yen(State University of New York at Oneonta)H-Index: 76
Last. Andree E. Widjaja(NCKU: National Cheng Kung University)H-Index: 5
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This study investigates the factors that affect e-loyalty in e-commerce websites. The e-loyalty model proposed in this study is based on DeLone and McLean's IS Success Model. E-loyalty is explained using three independent factors (information quality, system quality, and service quality), and two mediating factors (trust and customer satisfaction). The proposed model was tested with Thai and Taiwanese samples using Structural Equation Modeling (SEM) data analysis. The study yielded different res...
Switching costs and customer satisfaction may differently affect marketing strategy. Managers would benefit from knowing how different switching costs (financial, procedural, and relational) and satisfaction jointly affect repurchase in order to properly invest marketing resources. A meta-analysis of 233 effects from over 133,000 customers shows that: (1) relational switching costs have the strongest association with repurchase intentions and behavior; and (2) procedural and relational switching...
Last. K. R. Suprabha(KREC: National Institute of Technology, Karnataka)H-Index: 3
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Abstract null null The current banking industry is heavily dependent on technological artifacts supported by intelligent systems for performance on operational and marketing parameters. However, the attributes for enabling practice between such technological interfaces with managerial adoption are been lagging creating a knowledge gap. To address this, present research surveys the prior work from 1970 to 2020 on intelligent decision support models specific to banking. Subsequently, findings are ...
