...Marcin Suder; Belem Barbosa; Karolina Jakóbik; Tomasz Wójtowicz Purpose Despite the widespread adoption of electronic banking, maintaining long-term customer loyalty remains a challenge. This study investigates whether key customer experience factors – specifically service quality (SQ), service...

...Anthony Allred; Skyler King Purpose Twenty-five years ago, the quality of customer service at banks and credit unions was examined. The researchers found that service quality at credit unions outstripped that at banks on all ten determinants of the SERVQUAL model. This study examines the changes...

...Jiyoon An Purpose Service quality is pivotal to investigating cognitive and affective engagement across a customer journey (e.g. pre-service, service, and post-service) that leads to customer satisfaction and loyalty. This research examines how algorithm-assisted AI financial services change...

...Nikolina Palamidovska-Sterjadovska; Tareq Rasul; Weng Marc Lim; Anita Ciunova-Shuleska; Wagner Junior Ladeira; Fernando De Oliveira Santini; Irena Bogoevska-Gavrilova Purpose The rise of mobile technologies has driven rapid growth in mobile banking (m-banking), making service quality a central...

...Fernando de Oliveira Santini; Daniel Barrionuevo Lugo; Wagner Junior Ladeira; Shakeb Akhtar; Luciana da Silva Rocha; Michele Kremer Sott Purpose This study aims to analyze how corporate social responsibility (CSR) moderates the direct effects of satisfaction, service quality and trust on consumer...

...Dung Phuong Hoang Purpose We respond to the existing gaps regarding the drivers and outcomes of customer experience quality in the context of bank marketing by examining the interrelationships between distinct dimensions of VTM service quality, customer experience quality and customer loyalty...

... of high- and low-involvement products on the relationship between customer loyalty and satisfaction, trust, service quality, commitment and perceived value. Surprisingly, the effect of satisfaction on loyalty was much stronger with low-involvement product types and the effect of commitment on loyalty...

...Atif Hussain; Abdul Hannan; Muhammad Shafiq Purpose Customer reviews of mobile banking (m-banking) apps contain the most direct and first-hand accounts of customer experiences with m-banking. However, surprisingly little effort has been made to understand m-banking service quality using...

... uncovered by the topic modeling approach with studies focused on both mobile banking (m-banking) adaptation and service quality features, suggest new aspects and examine the effect of latent topics on customer satisfaction. Design/methodology/approach This study analyzed 21,526 reviews posted...

...Rawa Hijazi Purpose The objective of this paper is to explore the possible impact of mobile banking service quality (MBSQ) on customer value co-creation intention (CVCI). Design/methodology/approach A questionnaire was administered to research participants from Jordan. A total of 562 valid...

... on consumer acceptance and buying behavior must continue to be examined. This research studies the impact of technology usage and acceptance of AI-enabled banking CRM systems in Nigeria on consumer buying behavior via the mediation of customer satisfaction and service quality. The study also investigates...

... a significant direct effect between digital banking services satisfaction and customer retention decision. The results also revealed that digital banking services quality dimensions such as ease of use, efficiency, privacy/security and reliability impact customers' satisfaction and retention intentions...

... India were collected to assess the research model. The study used partial least squares (PLS)–structural equation modeling (SEM) technique to empirically validate the framework developed. Findings The outcomes of the research suggest that service quality, attitude, effort expectancy and perceived...

...Rania B. Mostafa Purpose This paper attempts to investigate the potential effect of mobile banking (m-banking) service quality dimensions (ease of use, usefulness, security/privacy and enjoyment) on customers’ value co-creation intention (CVCCI) in the banking sector. Design/methodology...

...Pınar Özkan; Seda Süer; İstem Köymen Keser; İpek Deveci Kocakoç Purpose The purpose of this paper is to investigate the impact of customer satisfaction, service quality, the perceived value of services, corporate image and corporate reputation on customer loyalty and their relationship...

...Manuel Idrovo Arguello; Diego Monferrer Tirado; Marta Estrada Guillén Purpose The purpose of this paper is to analyse the influence of service quality dimensions as determinants of the emotional and relational behaviours experienced by the client in bank branches in the post-crisis context...

... the partial least squares structural equation modeling (PLS–SEM) using SmartPLS version 3. Findings Results from the PLS–SEM analysis indicated that satisfaction, service quality and trust had significant effect on loyalty, with satisfaction having the most significant effect. Interestingly corporate...

...Karin Boonlertvanich Purpose The purpose of this paper is to develop a comprehensive model representing the relationships among service quality, customer satisfaction, trust and loyalty in a retail banking service. Because many banks now emphasize acquiring more high-wealth and main-bank customers...

...Mariëtte Louise Zietsman; Pierre Mostert; Göran Svensson Purpose The purpose of this paper is to test perceived price and service quality as mediators between price fairness and perceived value in service encounters between micro-enterprises and their banks. Design/methodology/approach...

...Sedigheh Moghavvemi; Su Teng Lee; Siew Peng Lee Purpose Foreign and local banks in Malaysia are competing in terms of skilled staff, innovative products and services, rendering quality services and customer satisfaction. The purpose of this paper is to examine the overall service quality...