Emerald | International Journal of Commerce and Management

Customer satisfaction and universal banks: an empirical study

Jaspal Singh, Gagandeep Kaur — 2011-11-22 00:00:00.0

Abstract

Purpose – The purpose of this paper is to determine the factors that have an impact on customer satisfaction as regards the working of select Indian universal banks. Design/methodology/approach – The study was conducted using the survey method. Data were collected through a well-structured questionnaire from a sample of 456 respondents. Findings – The major findings of the study show that customer satisfaction is influenced by seven factors: employee responsiveness, appearance of tangibles, social responsibility, services innovation, positive word-of-mouth, competence, and reliability. The results of multiple regression showed that three variables: social responsibility, positive word-of-mouth, and reliability, are statistically significant in the model at 5 percent significance level that have an impact on the overall satisfaction of the customer. Research limitations/implications – The study suffers from a regional bias since it covers only Punjab and Chandigarh. The results do not have general applications to different banks in the same sector and the same banks in different cities of India. Increased sample size and multi-city sampling can be considered for future research for better generalization of the findings. Results would be more appropriate if the sample size could be large. These limitations offer an opportunity for further research. Originality/value – The study is quite useful for understanding and comprehending the changes in customer banking behaviour, so to enable the policy makers to develop appropriate and adaptive strategies. The paper provides determinants of customer satisfaction. With an effective customer satisfaction research program, banks will be able to encash business, i.e. gain opportunities by putting themselves at a competitive advantage.

Towards an integrated model of customer service skills and customer loyalty: The mediating role of customer satisfaction

2011-11-22 00:00:00.0

Abstract

Purpose – The purpose of this paper is to examine the relationship between customer service skills and customers' loyalty through examining the mediation effect of customer satisfaction dimensions in Jordan's mobile service operators. Design/methodology/approach – To achieve the research objectives, data were collected from 1,350 subscribers in Jordan from which 1,007 were valid for the analysis. Utilizing structural equation modeling, and after a series of exploratory and confirmatory factor analyses, the authors tested an integrated model of customer service skills and customer loyalty through examining the meditational effects of customer service satisfaction dimensions on the relationship between customer service skills and customer loyalty. Findings – It was found that three of customer service skills components, namely; reputation building skills, nonverbal communication skills, and customer service culture have positive relationships with customer service satisfaction dimensions (overall, functional, and technical customer satisfaction). Also, overall customer service satisfaction and technical customer service satisfaction dimensions fully mediated the relationships between customer service skills and customer loyalty. Originality/value – This is the first attempt to investigate the relationship between customer service skills and customer loyalty through customer service satisfaction dimensions as mediators, either in Jordan or other developing countries. The authors' results also provide significant managerial implications on how to acquire and retain loyal customers in today's highly competitive telecommunications market, and the vital role of customer service satisfaction dimensions on the relationship between customer service skills and customer loyalty.

Culture and international trade: evidence from Canada

Hamid Yeganeh — 2011-11-22 00:00:00.0

Abstract

Purpose – The purpose of this paper is to investigate the effects of culture on international trade. Design/methodology/approach – A measure of the cultural distance is incorporated into the Gravity model to test the marginal effects of cultural variables on bilateral trade between Canada and 53 other countries. In addition to the cultural distance and economic factors, other control variables such as religion and language commonalities are included. Findings – After controlling for the size of GDP and linguistic commonality, the effects of culture on international trade are found to be insignificant. The empirical analysis shows that while the linguistic commonality has positive implications for international trade, the cultural distance and religion commonality do not seem important. Research limitations/implications – What is true for the Canadian international trade may not be true for other countries, especially for developing nations. Moreover, this study is limited to the Schwartz's cultural dimensions. Practical implications – Managers should not stay away from culturally dissimilar partners as long as trade is economically beneficial. Instead, they should pay attention to training bilingual agents and standardizing trade procedures in order to streamline the negative effects of linguistic dissimilarity. Originality/value – This study refutes the generally accepted idea that culture is subversive to any cross-border business activity.

Achieving total quality management using knowledge management practices: A field study at the Jordanian insurance sector

Naser A. Aboyassin, Marwan Alnsour, Moayyad Alkloub — 2011-11-22 00:00:00.0

Abstract

Purpose – The purpose of this paper is to explore the benefits that can result from the use of knowledge management (KM) principles in achieving total quality management (TQM) in the Jordanian insurance sector. Design/methodology/approach – Data about KM and TQM were obtained through a survey questionnaire distributed to managers in the insurance industry in Jordan. To arrive at statistically significant conclusions, the authors used variance and correlation analysis. Findings – The results indicate that KM processes (diagnosing, acquiring, generating, sharing, storing, and application) do influence TQM. Research limitations/implications – Since this study was limited to the insurance sector in Jordan, caution must be exercised in generalizing the results from this study to other situations in the service sector. Practical implications – This study provides useful information and impartial advice for managers in the insurance business in Jordan. It also suggests new business practices for the sector. Originality/value – This study attempts to fill gaps in the literature on Arabian management practices. It may also contribute to developing management practices cross-culturally.

Exploring the multidimensional role of involvement and perceived risk in brand extension

Kavita Srivastava, Narendra K. Sharma — 2011-11-22 00:00:00.0

Abstract

Purpose – The purpose of this paper is to propose and test a conceptual framework specifying the multidimensional role of involvement and perceived risk in brand extension domain. Design/methodology/approach – A survey research design was applied to test the proposed hypotheses. Three hypothetical extensions of a real brand were selected. A total of 101 respondents participated in the study. Regression analyses was conducted to examine the role of involvement and perceived risk dimensions in brand extension evaluation. Findings – Results indicate that consumers evaluate brand extension more favorably when it is highly relevant, more pleasurable, and associated with less risk probability. In addition, each facet of perceived risk, namely, financial, performance and psychological, are found to be equally important in making decisions about brand extension. Research limitations/implications – This paper contributes to the growing body of literature of brand extension. The study provides a new direction to brand managers and marketers to understand the full dynamics of the relationship of consumers with brand extensions. To get more benefit from brand extension strategies, managers should pay attention to involvement and perceived risk associated with extension categories. Originality/value – This paper is unique in that it identifies the importance of multidimensional nature of involvement and perceived risk to study consumer evaluation of brand extension.

The Visionary Executive

2011-11-22 00:00:00.0