This study aims to inspect the relationship between Customer’s Perception of Public Relation (PRP), Customer Perceived Value (CPV) on E-Loyalty; further test the moderating role of Switching Cost and Brand Image in that relationship.
Internet banking, customer perceived value and loyalty the role of switching ...Samar Rahi
This study aims to examine the relationship between internet banking, customer perceived value,
switching cost and customer loyalty. Furthermore, this study also examines if switching cost moderates the
relationship between internet banking, Customer perceived value and customer loyalty.
ABSTRACT:Increasingly more intense competition and the global nature require a shifting from transactional marketing paradigm to relational marketing, especially in e-business to meet increasing and varied customer’s demands. Company management must establish e-loyalty to maintain and retain customers. This paper aims to explain the relationship model of e-service quality, e-satisfaction, e-trust, e-commitment and customer e-loyalty. This relationship is based on the relationship marketing theory based on the online perspective in building the customer e-loyalty. Results of this study show that e-service quality, e-satisfaction, e-trust and e-commitment play a key role in building the e-loyalty of the online customer.
Relationship between Social bonds and Customer value in commercial Banks in K...inventionjournals
This study sought to empirically examine the influence of social bonds on customer value in commercial banks in Kenya. The social bonds examined in this study are communication with customers (CC), creation of friendship (CF) and social support (SS). The study sample consists of 384 respondents with a response rate of 78.1 per cent. Data was analyzed by employing correlation and multiple regression analysis. The findings revealed that social bonds are positively associated with customer value in commercial banks in Kenya. The generalization of the findings is limited as the study focused only on a single industry in Kenya. Based on the findings, companies employing social bonds strategies should focus on improving the usefulness of the social bonds to customers by creating opportunities to strengthen social relationships. This study successfully extends the relationship marketing strategies in the context of customer value by incorporating communication with customers, creation of friendship and social support constructs. This extended relationship marketing model is developed to achieve the greater understanding of customer acceptance of social bonding strategy in Kenya’s commercial banks. In conclusion, the model in this study presents a considerable improvement in explanatory power.
Offering A Model Of Evaluation Of Trust Suggesting Between Customers And E-St...Waqas Tariq
to succeed in the e-commerce depends on lots of factors; one of the important and vital ones is trust. In this Paper, we will suggest a model of Fuzzy Logical System which depicts some of the hidden relationships between the critical factors such as security, familiarity, and designing in a B2C commercial website on the one hand, and the competitive factor to other competitors on the other hand. We are going to find the impact of these factors on the decision-making process of people to buy through the B2C commercial websites, and we also will analyze how these factors influence the results of the B2C trading. The study also provides a device to sellers in order to improve their commercial websites; in addition, it provides on-line customers a helping device to buy through the commercial websites. In the study, the sample in the first questionnaire was the investigation of experts of e-commerce, and in the second one was the customers of commercial websites. Also, we have used the Expert Choice software to determine the priority of factors in the first questionnaire, and the SPSS and Excel software for sampling and analysis procedures to find the Fuzzy rules. Finally, we used the Fuzzy logical kit in the MATLAB software to analyze the factors which generate the model.
Consumer Trust and Perceived Risk in B2C E CommerceTanzir Islam
This is a presentation created by a group of students of Institute of Business Administration, University of Dhaka for their term paper for the course Research Methods.
Topic of the research paper: Consumer Trust and Perceived Risk in B2C E-commerce
summer intership file for impact of customer satisfaction in financial serv...SHIVANIPANDIT14
summer intership file for impact of customer satisfaction in financial services and talks about the satisfaction level of customers of diffrent age groups and banks
Internet banking, customer perceived value and loyalty the role of switching ...Samar Rahi
This study aims to examine the relationship between internet banking, customer perceived value,
switching cost and customer loyalty. Furthermore, this study also examines if switching cost moderates the
relationship between internet banking, Customer perceived value and customer loyalty.
ABSTRACT:Increasingly more intense competition and the global nature require a shifting from transactional marketing paradigm to relational marketing, especially in e-business to meet increasing and varied customer’s demands. Company management must establish e-loyalty to maintain and retain customers. This paper aims to explain the relationship model of e-service quality, e-satisfaction, e-trust, e-commitment and customer e-loyalty. This relationship is based on the relationship marketing theory based on the online perspective in building the customer e-loyalty. Results of this study show that e-service quality, e-satisfaction, e-trust and e-commitment play a key role in building the e-loyalty of the online customer.
Relationship between Social bonds and Customer value in commercial Banks in K...inventionjournals
This study sought to empirically examine the influence of social bonds on customer value in commercial banks in Kenya. The social bonds examined in this study are communication with customers (CC), creation of friendship (CF) and social support (SS). The study sample consists of 384 respondents with a response rate of 78.1 per cent. Data was analyzed by employing correlation and multiple regression analysis. The findings revealed that social bonds are positively associated with customer value in commercial banks in Kenya. The generalization of the findings is limited as the study focused only on a single industry in Kenya. Based on the findings, companies employing social bonds strategies should focus on improving the usefulness of the social bonds to customers by creating opportunities to strengthen social relationships. This study successfully extends the relationship marketing strategies in the context of customer value by incorporating communication with customers, creation of friendship and social support constructs. This extended relationship marketing model is developed to achieve the greater understanding of customer acceptance of social bonding strategy in Kenya’s commercial banks. In conclusion, the model in this study presents a considerable improvement in explanatory power.
Offering A Model Of Evaluation Of Trust Suggesting Between Customers And E-St...Waqas Tariq
to succeed in the e-commerce depends on lots of factors; one of the important and vital ones is trust. In this Paper, we will suggest a model of Fuzzy Logical System which depicts some of the hidden relationships between the critical factors such as security, familiarity, and designing in a B2C commercial website on the one hand, and the competitive factor to other competitors on the other hand. We are going to find the impact of these factors on the decision-making process of people to buy through the B2C commercial websites, and we also will analyze how these factors influence the results of the B2C trading. The study also provides a device to sellers in order to improve their commercial websites; in addition, it provides on-line customers a helping device to buy through the commercial websites. In the study, the sample in the first questionnaire was the investigation of experts of e-commerce, and in the second one was the customers of commercial websites. Also, we have used the Expert Choice software to determine the priority of factors in the first questionnaire, and the SPSS and Excel software for sampling and analysis procedures to find the Fuzzy rules. Finally, we used the Fuzzy logical kit in the MATLAB software to analyze the factors which generate the model.
Consumer Trust and Perceived Risk in B2C E CommerceTanzir Islam
This is a presentation created by a group of students of Institute of Business Administration, University of Dhaka for their term paper for the course Research Methods.
Topic of the research paper: Consumer Trust and Perceived Risk in B2C E-commerce
summer intership file for impact of customer satisfaction in financial serv...SHIVANIPANDIT14
summer intership file for impact of customer satisfaction in financial services and talks about the satisfaction level of customers of diffrent age groups and banks
Relationship Marketing Strategies in Banking Sector: A ReviewIJBBR
The paper is review of relationship marketing strategies prevalent in Banking Sector. In this era of mature and intense competitive pressures, it is imperative that banks maintain a loyal customer base. Nowadays, banks realize the importance ofRelationship Marketing. Relationship marketing offers benefits to the banks,
customers as wellas employees of the organization. Relationship Marketing gives the banks way to developmutually beneficial and valuable long term relationships. These long term relationships are further helping banks in reducing operating cost and attracting new customers.
The paper titled, ―A Study On Customer Loyalty & Satisfaction In Electronics Industry‖ focuses on the level of satisfaction and loyalty a customer perceives in an electronics company. The research made use of ANOVA and Independent sample T- test. The results showed that loyalty and satisfaction are not influenced by type of outlet or age or gender of the customer but by the quality of service a customer receives.
Impact of Customer Relationship Management on Customers loyalty . Falana Temitope
A survey research on the impact of Customer Attraction , Customer retention, Customer satisfaction programs on Customers loyalty. In Asaba, Delta State, NIgeria .
Enterprise Relationships are fundamental to business
success. The research - conducted with Cambridge University Business School - shows how relationships lead to long
term mutual advantage, in which value is largely created by
the quality of interaction between the parties. The overall
performance of a company will therefore depend on how
well it is able to manage its own Enterprise Relationships.
Furthermore the White Paper starts to explore how digital communication can deliver value into these relationships.
Research Report: Customer Services in Social Media ChannelsAlexander Rossmann
In recent years, marketing scholars have invested heavily in exploring the role of social media in marketing theory and practice. One valuable strategy for using social media in marketing communication is to provide customer services in applications like Facebook or Twitter. This paper evaluates a) the concept of perceived service quality in different service channels and b) the impact customer service strategies have on customer loyalty, word of mouth communication, and cross-sell preferences. The framework presented here is tested cross-channel against data collected from the customer service department of a large telecommunication provider. The results elucidate the effectiveness of customer service strategies in different channels.
How to leverage new ideas and engage customers
For more white papers and webinars, go to http://www.sldesignlounge.com
Or visit us at http://www.sld.com
Mediating Effects of Intention On The Factors Affecting Organic Food Products...CSCJournals
This study aimed to measure the effect of intention as a mediator in the relationship between internal factors and external factors on consumption. The factors were a) internal factors: knowledge, awareness, health consciousness, product attributes, environmental concern, and b) external factors: subjective norms, perceived behaviour control, and media and advertisement. From the review of literature, there were limited studies done on the mediating effect of intention on the relationship between (internal factor and external factors) and organic food product consumption among CGY in Malaysia. A total of 410 respondents completed the online questionnaires that evaluated the factors. Structural Equation Modelling was used as the main practical approach for data analysis. The results showed that intention was a full or a complete mediator between the six exogenous constructs; knowledge, health consciousness, product attributes, environmental concern, perceived behaviour, and media and advertisement, while it only acted as a partial mediator between subjective norm and consumption. However, the intention was not a full or a complete mediator between awareness and consumption. Eventually, the implications for theory improvement and practices were discussed.
Relationship Marketing Strategies in Banking Sector: A ReviewIJBBR
The paper is review of relationship marketing strategies prevalent in Banking Sector. In this era of mature and intense competitive pressures, it is imperative that banks maintain a loyal customer base. Nowadays, banks realize the importance ofRelationship Marketing. Relationship marketing offers benefits to the banks,
customers as wellas employees of the organization. Relationship Marketing gives the banks way to developmutually beneficial and valuable long term relationships. These long term relationships are further helping banks in reducing operating cost and attracting new customers.
The paper titled, ―A Study On Customer Loyalty & Satisfaction In Electronics Industry‖ focuses on the level of satisfaction and loyalty a customer perceives in an electronics company. The research made use of ANOVA and Independent sample T- test. The results showed that loyalty and satisfaction are not influenced by type of outlet or age or gender of the customer but by the quality of service a customer receives.
Impact of Customer Relationship Management on Customers loyalty . Falana Temitope
A survey research on the impact of Customer Attraction , Customer retention, Customer satisfaction programs on Customers loyalty. In Asaba, Delta State, NIgeria .
Enterprise Relationships are fundamental to business
success. The research - conducted with Cambridge University Business School - shows how relationships lead to long
term mutual advantage, in which value is largely created by
the quality of interaction between the parties. The overall
performance of a company will therefore depend on how
well it is able to manage its own Enterprise Relationships.
Furthermore the White Paper starts to explore how digital communication can deliver value into these relationships.
Research Report: Customer Services in Social Media ChannelsAlexander Rossmann
In recent years, marketing scholars have invested heavily in exploring the role of social media in marketing theory and practice. One valuable strategy for using social media in marketing communication is to provide customer services in applications like Facebook or Twitter. This paper evaluates a) the concept of perceived service quality in different service channels and b) the impact customer service strategies have on customer loyalty, word of mouth communication, and cross-sell preferences. The framework presented here is tested cross-channel against data collected from the customer service department of a large telecommunication provider. The results elucidate the effectiveness of customer service strategies in different channels.
How to leverage new ideas and engage customers
For more white papers and webinars, go to http://www.sldesignlounge.com
Or visit us at http://www.sld.com
Mediating Effects of Intention On The Factors Affecting Organic Food Products...CSCJournals
This study aimed to measure the effect of intention as a mediator in the relationship between internal factors and external factors on consumption. The factors were a) internal factors: knowledge, awareness, health consciousness, product attributes, environmental concern, and b) external factors: subjective norms, perceived behaviour control, and media and advertisement. From the review of literature, there were limited studies done on the mediating effect of intention on the relationship between (internal factor and external factors) and organic food product consumption among CGY in Malaysia. A total of 410 respondents completed the online questionnaires that evaluated the factors. Structural Equation Modelling was used as the main practical approach for data analysis. The results showed that intention was a full or a complete mediator between the six exogenous constructs; knowledge, health consciousness, product attributes, environmental concern, perceived behaviour, and media and advertisement, while it only acted as a partial mediator between subjective norm and consumption. However, the intention was not a full or a complete mediator between awareness and consumption. Eventually, the implications for theory improvement and practices were discussed.
Impact of Brand Image and Service Quality on Consumer Purchase Intention: A S...Muhammad Arslan
The objective of this research is to determine the relationship between brand image, service quality and price on
consumer purchase intention. Normative and informative susceptibility has indirect effect on consumer purchase
intention. The empirical analysis were determined by collecting data from sample of 301 consumers of large
retail stores. The findings of study reveal the positive effect of brand image and service quality on consumer
purchase intention. Results reveal the insignificant relationship between price and consumer purchase intention.
The findings also documented that consumers in large retail stores don’t bother prices because consumers
consider that the stores charge reasonable prices. Most of consumer’s purchases depend upon the brand image
and service quality. Normative and informative susceptibility have positive effect on brand image. The
recommendations and suggestions are very helpful for managers and operators of large stores. Brand image
depends on informative and normative susceptibility.
The internet is being developed rapidly since last two decades, and with relevant digital economy that is driven by information technology also being developed worldwide. After a long term development of internet, which rapidly increased web users and highly speed internet connection, and some new technology also have been developed and used for web developing, those lead to firms can promote and enhance images of product and services through web site. Therefore, detailed product information and improved service attracts more and more people changed their consumer behaviour from the traditional mode to more rely on the internet shopping. On the other hand, more companies have realized that the consumer behaviour transformation is unavoidable trend, and thus change their marketing strategy. As the recent researches have indicated that, the internet shopping particularly in business to consumer (B2C) has risen and online shopping become more popular to many people. According to the report, The Emerging Digital Economy II, published by the US Department of Commerce, in some companies, the weight of e-commerce in total sales is quite high. For instance, the Dell computer company have reached 18 million dollars sales through the internet during the first quarter of 1999. As a result, about 30% of its 5.5 billion dollars total sales were achieved through the internet (Moon, 2004). Therefore, to understand internet shopping and its impact on consumer behaviour could help companies making use of it as a form of doing e-business.
There are many reasons for such a rapid developing of internet shopping, which mainly due to the benefits that internet provides. First of all, the internet offers different kind of convenience to consumers. Obviously, consumers do not need go out looking for product information as the internet can help them to search from online sites, and it also helps evaluate between each sites to get the cheapest price for purchase. Furthermore, the internet can enhance consumer use product more efficiently and effectively than other channels to satisfy their needs. Through the different search engines, consumers save time to access to the consumption related information, and which information with mixture of images, sound, and very detailed text description to help consumer learning and choosing the most suitable product (Moon, 2004). However, internet shopping has potential risks for the customers, such as payment safety, and after service. Due to the internet technology developed, internet payment recently becomes prevalent way for purchasing goods from the internet. Internet payment increase consumptive efficiency, at the same time, as its virtual property reduced internet security. After service is another way to stop customer shopping online. It is not like traditional retail, customer has risk that some after service should face to face serve, and especially in some complicated goods.
Impact of Customer Perceived Value and Customer’s Perception of Public Relati...Samar Rahi
The purpose of this study was to investigate the relationship between customer perceived value and customer’s perception of public relation on customer loyalty with moderating role of brand image. Research was conducted on banking sector of Pakistan.
A Study of Impact of Customer Satisfaction on Online Shoppingijtsrd
Customer satisfaction is considered important for online shopping. Researching what leads to customer satisfaction has become paramount for online businesses. Thus, the goal of this work was to identify the determinants of customer satisfaction in an online context. In this work, the authors proposed a conceptual model of customer satisfaction in an online context, identifying key factors proposed in previous studies, and hypotheses were developed accordingly. Hypotheses were tested using multiple regression analysis based on a sample of 50 online clients. The work found that customer service, website design, and perceptions of security were largely related to customer satisfaction on the internet. Nyamsuren Bayartogtoh | Gantogtoh Tsogtgerel | Ariuntuya Erdenebaatar "A Study of Impact of Customer Satisfaction on Online Shopping" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29710.pdf Paper URL: https://www.ijtsrd.com/management/management-development/29710/a-study-of-impact-of-customer-satisfaction-on-online-shopping/nyamsuren-bayartogtoh
Determinants Of Customer Participation In Online Shoppinginventionjournals
This research aims to examine and explain the determinants of customer participation in online shopping.The approach of Partial Least Square (PLS) with Smart PLS software is employed in this study to analyze cross section data and prove the hypotheses proposed in the research. The sample of the study includes students of Mulawarman University who used to do online shopping. The participants were recruited through snowball technique.This study shows that only five of the nine hypotheses are supported; the other four are not supported or accept Ha and reject H0. The construct of the ability of vendor has a positive effect on trust, but not significant. Furthermore, the ability has a significant negative effect on transaction-perceived risk. The ability to influence vendor participation in online shopping has no significant effect, while experience has a significant positive effect on trust. On the other hand, experience has a significant negative effect on transaction-perceived risk. Experience has a significant positive effect on online shopping participation. Trust has a significant negative effect on transaction-perceived risk; however, it has a positive influence on online shopping participation, yet not significant. Last, perceived-transaction risk has an insignificant positive effect on online shopping participation
Impact of Customer Value, Public Relations Perception and Brand Image on Cust...Samar Rahi
The purpose of this study is to find an empirical relationship between customer values, Public
Relations Perception, Brand Image and to investigate these variables impact on customer loyalty within insurance
companies of Pakistan.
To Understand the Eco-System in Digital Media Marketing.Saurabh Giratkar
Title of the Dissertation Report is “To Understand the ecosystem of digital media marketing” and Objectives of the Dissertation are to understand the change in consumer buying behavior in digital era. Methodology used for achieving these objectives is a exploratory research. For achieving the objective, I have done one research using an online questionnaire. The title for the research is “Understand the consumer buying behaviour of Indian in digital era”.
Main findings of this Dissertation are given here. Indian customers are highly information seekers. They collect more information about a product before buying it. Internet penetration in India is key player for this phenomenon. Most of Indians are getting stimulus through advertisements, but they are not reaching to end phase of customers purchase journey, mainly in high involvement purchases. Brands are getting more touch point to reach their target group in this digital era. More details about findings are given this report.
The successful completion of this Dissertation indicates that the future of marketing is in the hands of digital. I conclude my research by quoting again that “Brands can’t sustain without digital presence”
Advertising in business is a form of marketing communication used to encourage, persuade, or manipulate an audience to take or continue to take some action. Most commonly, the desired result is to drive consumer behaviour with respect to a commercial offering. Advertising is defined by Richard F. Taflinger as “Advertising is the non-personal communication of information usually paid for and usually persuasive in nature about products, services or ideas by identified sponsors through the various media."
This study aims to examine the mediating effect of Trust in the relationship between Perceived Website Quality (PWQual), eWOM, and Perceived Benefits on Consumer Attitudes Toward Online Shopping in Indonesia. The sample in this research are online shopping consumers in Indonesia there 118 respondents. The design research used a survey model purposive sampling method as a sampling technique. The data analyze in this research used Structural Equation Modeling (SEM) as an analysis technique with AMOS as analysis tools. This research shows that : Perceived Website Quality has a significant effect on Perceived Benefits and Trust, Perceived Benefits and Trust has a significant effect on Consumer Attitudes Toward Online Shopping, Perceived Website Quality has a significant effect on Consumer Attitudes Toward Online Shopping through Trust
Purpose: the objective of this study is to investigate how the impact of brand image, customer satisfaction,
usefulness, and convenience on trust and customer loyalty. Design/Methodology/Approach: this research is to
examine the factors that affect trust and customer loyalty by using secondary data analysis, archival study
approach. This study has been using three frameworks with combined from previous studies to create and
develop a new conceptual framework. F
Research Paper: Consumer Trust and Perceived Risk in B2C E CommerceTanzir Islam
This research paper was created by a group of students of Institute of Business Administration, University of Dhaka as their term paper for the course Research Methods.
Topic of the research paper: Consumer Trust and Perceived Risk in B2C E-commerce
The Effectiveness of E-Advertisement towards Customer Purchase Intention: Mal...IOSR Journals
The primary objective of this study was to examine the effectiveness of E-advertisement on customer
purchase intention. Beside, this study examined the effect of mediating and moderating demography factors on
customer purchase intention in Malaysia. Data from 570 respondents with previous experience on online
purchasing products and services were collected. To do so, SPSS 19 was applied to analyze the collected data.
Our findings revealed that service quality, social network and brand recognition can highly influence
customers’ perception toward web-based advertisement. Consequently, consumers who are more optimistic in
web-based advertisement (E-advertisement) have most likely higher intention to online purchase. In other
words, the effectiveness of E-advertisement is undoubtedly highlighted in this study. Besides, the results of this
study showed that the demography factors cannot mediate the customer perception toward advertisement nor
the effectiveness of E-advertisement toward customer purchase intention. On the basis of our results, companies
must stress the intrinsic attributes of online advertisement to attract highly-involved consumers and must
present a benevolent corporate image for consumers.
Analytical CRM - Ecommerce analysis of customer behavior to enhance sales Shrikant Samarth
Task: You are required to choose a dataset (or related datasets) in an area of interest suitable for analyzing customer relationships.
Approach: Topic is chosen – Customer behavior Analysis in Ecommerce Industry for Enhancing Sales. Brazilian E-commerce public dataset was downloaded, cleaned and performed multiple regression in SPSS to check the relationship between the dependent variable and multiple independent variables.
Findings: Customer can be retained if the product delivered in time and if there is a delay in the product delivery, it is a duty of a seller to inform the customer for the same. The payment method has proven to be an important parameter to enhance sales over a period of time. analysis suggests on-time delivery, flexibility in payment method and good customer service would help the seller to gain customer trust which would help them to convert more sales.
Tools: IBM SPSS , Excel (pivot tables and charts), Tableau
This study aims to analyze the effect of perceived flow, customer satisfaction and online purchase
intention on website quality in booking hotels in traveloka.
E-COMMERCE CREDIBILITY IN SAUDI ARABIA: CONSUMER PERSPECTIVEacijjournal
The purpose of this paper is to investigate the e-commerce credibility factors affecting the perception of
users in Saudi Arabia and, moreover, to investigate whether the variation of credibility factors in Saudi
Arabian e-commerce websites influence users' performance. Website credibility, which refers to the
believability of the website and its content, plays an important role in consumers’ successful online
shopping experience and satisfaction. This investigation is conducted by employing two credibility
evaluation methods: heuristic evaluation and performance measurement. This study adopts Fogg's 10
Stanford credibility guidelines as a starting point for the heuristic evaluation. In the performance
measurement method, two measurements are used: the amount of time needed to finish the task and the
total number of clicks taken to finish the task. A frequency analysis of the comments and a one-way ANOVA
test are used to establish the results. Three e-commerce websites in Saudi Arabia are selected. The findings
show that Fogg’s 10 Stanford credibility guidelines can be implemented in the Saudi Arabian e-commerce
context with minor modifications and expansions by adding reputation, endorsement, security, and service
diversity guidelines. Another important finding is that professional website design plays a vital role in
users' first impression of websites, while usability is the most important credibility factor investigated used
to evaluate the credulity of an e-commerce website. Lastly, the results of this study indicate a relationship
between the e-commerce credibility level and users’ performance. This paper contributes to the literature
by providing a set of credibility guidelines associated with specific criteria, which can be assessed to
improve the future of e-commerce in Saudi Arabia.
E-COMMERCE CREDIBILITY IN SAUDI ARABIA: CONSUMER PERSPECTIVEacijjournal
The purpose of this paper is to investigate the e-commerce credibility factors affecting the perception of users in Saudi Arabia and, moreover, to investigate whether the variation of credibility factors in Saudi Arabian e-commerce websites influence users' performance. Website credibility, which refers to the believability of the website and its content, plays an important role in consumers’ successful online shopping experience and satisfaction. This investigation is conducted by employing two credibility evaluation methods: heuristic evaluation and performance measurement. This study adopts Fogg's 10 Stanford credibility guidelines as a starting point for the heuristic evaluation. In the performance measurement method, two measurements are used: the amount of time needed to finish the task and the total number of clicks taken to finish the task. A frequency analysis of the comments and a one-way ANOVA test are used to establish the results. Three e-commerce websites in Saudi Arabia are selected. The findings show that Fogg’s 10 Stanford credibility guidelines can be implemented in the Saudi Arabian e-commerce context with minor modifications and expansions by adding reputation, endorsement, security, and service diversity guidelines. Another important finding is that professional website design plays a vital role in users' first impression of websites, while usability is the most important credibility factor investigated used to evaluate the credulity of an e-commerce website. Lastly, the results of this study indicate a relationship between the e-commerce credibility level and users’ performance. This paper contributes to the literature by providing a set of credibility guidelines associated with specific criteria, which can be assessed to improve the future of e-commerce in Saudi Arabia.
The Internet has become an essential business platform for trading and selling products. Online customer expectations grow every day, so companies are forced to adopt a more planned approach towards e-commerce.
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
The Indian economy is classified into different sectors to simplify the analysis and understanding of economic activities. For Class 10, it's essential to grasp the sectors of the Indian economy, understand their characteristics, and recognize their importance. This guide will provide detailed notes on the Sectors of the Indian Economy Class 10, using specific long-tail keywords to enhance comprehension.
For more information, visit-www.vavaclasses.com
How to Create Map Views in the Odoo 17 ERPCeline George
The map views are useful for providing a geographical representation of data. They allow users to visualize and analyze the data in a more intuitive manner.
The Art Pastor's Guide to Sabbath | Steve ThomasonSteve Thomason
What is the purpose of the Sabbath Law in the Torah. It is interesting to compare how the context of the law shifts from Exodus to Deuteronomy. Who gets to rest, and why?
The French Revolution, which began in 1789, was a period of radical social and political upheaval in France. It marked the decline of absolute monarchies, the rise of secular and democratic republics, and the eventual rise of Napoleon Bonaparte. This revolutionary period is crucial in understanding the transition from feudalism to modernity in Europe.
For more information, visit-www.vavaclasses.com
Palestine last event orientationfvgnh .pptxRaedMohamed3
An EFL lesson about the current events in Palestine. It is intended to be for intermediate students who wish to increase their listening skills through a short lesson in power point.
Basic phrases for greeting and assisting costumers
Customer's perception of public relation in e commerce and its impact on e-loyalty with brand image and switching cost
1. Journal of Internet Banking and Commerce
An open access Internet journal (http://www.icommercecentral.com)
Journal of Internet Banking and Commerce, December 2016, vol. 21, no. 3
CUSTOMER'S PERCEPTION OF PUBLIC RELATION IN
E-COMMERCE AND ITS IMPACT ON E-LOYALTY WITH
BRAND IMAGE AND SWITCHING COST
SAMAR RAHI
University Sultan Zainal Abidin, Terengganu, Malaysia, Tel:
00923008135255;
Email: sr_adroit@yahoo.com
MAZURI ABD GHANI
University Sultan Zainal Abidin Terengganu, Malaysia
Abstract
Purpose: This study aims to inspect the relationship between Customer's Perception of
Public Relation (PRP), Customer Perceived Value (CPV) on E-Loyalty; further test the
moderating role of Switching Cost and Brand Image in that relationship.
Design/methodology/approach: Data were collected in a survey from customers of
Commercial Bank. Questionnaire was adapted from research work of Eriksson et al.;
Gefen; Levesque et al.; Zeithaml et al. Pearson correlation, multiple and moderating
regression were used to examine the hypothesis relationship.
Findings: The findings confirm that Customer's Perception of Public Relation and
Customer Perceived value are the antecedent of E-loyalty. Moreover, results prevailed
that the impact of Customer's Perception of Public Relation and Customer Perceived
Value on E-Loyalty is stronger and significant when Switching Cost and Brand image is
favorable.
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[26]; Polatoglu et al. [27]; Rahi [28] research focus is on the importance of internet
banking Barnes-Vieyra et al. [29]; Daniel [30]; Jayawardhena et al. [31]; Mols [32];
Zhuang et al. [33] argue that online transaction is the future of our companies. Loyalty
for any products or services have been seen the core element of marketing activities
and its promotion [34,35]. Shamma et al. [36] highlight the importance of customer
perceived value in their research with relation to E-loyalty.
LITERATURE REVIEW
Customer’s Perception of Public Relation
L'Etang [37] narrates, it does not matter how you see your relation with the customer,
and the thing matter is you have to see entirely that how customers feel comfort at one
place. Ledingham et al. [38] explain that there are different dimension to see the public
relation, it depend on organization systems and its policies, and you can see as a
positive or negative point of view of the customer that how they perceive the things.
Stone, Woodcock et al. [39] narrate that it is a situation where both parties get benefits
as a company you can get feedback about your product and can improve the quality.
Grunig [40]; Ramkissoon et al. [41] also highlights the importance of the public relation
and proved that it is as essential as other marketing elements.
Botan et al. [42] describe different dimension of public relation with different theories
research suggest that three key elements prior social responsibility like how much you
are responsible socially second ethical and at last management issues, moreover
research emphasize that without focusing on these three key elements it is impossible
to maintain relation with your customer. Pavlik [43] research also emphasize on public
relation theories it summarized whole researcher worker and conclude that public
relation is important. Botan et al. [42] research point out public relation definition and
theories of different researcher and suggested that social responsibility has core
importance in public relation. Vasquez et al. [44] also emphasized on social
responsibility of the companies. Vasquez et al. [44] narrate in research that though
social responsibility is important however the professional practice is also important.
Sen et al. [45] precisely narrate the concept of self-congruence that how consumer look
the things what is the level like is the brand is worth full and the management who is
running this brand is responsible, hence if your customer is satisfied about perception
certainly it will enhance the degree of acceptance of you product in online system. By
reviewing above literature we can propose following hypothesis
H1: Customer’s Perception of Public relation will positively impact on E-Loyalty
Customer Perceived Value
Customer value has various types of element Rahi [21]; Sweeney et al. [46] explain that
value matter where you have your potential customer and it must be equal to what
customer is paying and in return what he is getting. Rahi [28]; Sheth et al. [47] argued
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that there are number of dimension for customer perceived value like functional value
where the operation comes, conditional value depend on conditions of the business
nature moreover emotional value also matter like your customer intention towards your
product hence social value also count and lastly epistemic values. Rahi [11]; Woodruff
[48] explain the dimension of perceived value, functional value where the intention of
purchase evaluate while emotional value where you create curiosity towards particular
product and perceive it emotionally however, in this study we will focus on overall
perceived value that will focus on complete process from purchase to use and its
outcome. Oliver [49]; Rahi [11] describe perceived value with linkage of equity theory it
include the ratio of outcome/input in both perspective from customer as well as seller
point of view. Bolton [50]; Rahi [11] also explains customer perceived value it is a
process of evaluation that what customer is paying and what they are getting in return
moreover perceived value also include monetary and non-monetary concepts like how
much time your customer consume, endeavor to find a product and in return what he
gets it include all efforts physically to mentally. By reviewing above literature we can
propose following hypothesis.
H2: Customer Perceived Value will positively impact on E-Loyalty
E-Loyalty
E-loyalty is defined as the customer’s favorable attitude toward an electronic business
resulting in repeat buying behavior [7]. Hallowell [51]; Rahi [21] narrates that customer
loyalty is the key factor for your business and if you are doing business online it is more
important to gain customer trust for customer loyalty. Customer Loyalty aim is retaining
and making the customers loyal towards a brand or a product [23]. Brown [52] narrates
that customer loyalty have always been key factor for enhancing customer experiences,
almost every entrepreneur has realized the importance of customer loyalty and know
that it is tough to attain a new customer rather than to retain your old customers via
customer loyalty. Chaudhuri [53] customer loyalty directly impact on companies sales
and for companies it is essential that they must prioritize their customer needs and
wants to make them loyal towards product. Edvardsson et al. [54] explain that
confidence about the product motivate your customer towards customer loyalty
moreover the value you are giving to your customer is also enrich the customer loyalty.
Hallowell [51]; Rahi [21] explain that customer perceived value also impact on customer
loyalty. Flavián et al. [55], explain that loyalty is close to psychological process and
commitment that your customers have with your product. Hallowell [51] described the
attitudinal and behavioral loyalty. Flavián et al. (2006) enlighten on behavioral
component of customer loyalty it based on the customer visit to a shop to make a
purchase with a special frequency. Nilsson et al. [56] explained behavioral and
attitudinal loyalty however for internet banking we will chose attitudinal loyalty it is a
state where your customer stay committed with your product otherness behavioral
dimension is just a state of effectiveness [28,57,58].
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Theoretical Framework
After analyzing the literature and previous studies on internet banking a research
framework designed that shows the relationship among Customer’s Perception of Public
relation, Customer perceived value, Customer E-loyalty with moderation of switching
cost and Brand Image. Following is the research framework for this study (Figure 1).
Figure 1: Research framework for this study.
Switching Cost
Kim et al. [59] describe psychological cost is the cost that involves curiosity and
uncertainty and user face it when switch from one product to another , this research
also highlight that switching cost can be used as a barrier for customer because it will
take time to learn new things. Lee et al. [60] describe that switching cost when users
switch from one service to another service it also include the cost of monitoring and
endeavors that customer perform during switching. Dick [34] explains that switching
cost is used as a barriers thus it could be a finest tool to enhance the customer loyalty
and marketer use this tool always to bind their customer with their product for long time.
According to Bauer et al. [23], there are three dimensions of switching cost and each
dimension has its own importance foremost, procedural cost that usually includes set up
cost and the process of evaluation that how customer evaluate the product before
switching one product to another product, secondly financial cost as it appears with its
name finance and its related cost that what customer is getting and what he is paying
lastly, the relational cost that is also important in banking sector to maintain good
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relation it include relation with the management relation with product and its
organizational environment. Anderson et al. [61] explain that switching cost has direct
impact on customer loyalty the big advantage is the binding of the customer due to
switching cost sometime customer hesitate to switch due to extra effort. Klemperer [62]
narrates that frequently customer reluctant to switch because they know the risk he may
face during switching it includes all types of switching dimension it may be procedural or
it may be financial cost. Deng et al. [63] explain that switching cost is the key tool for
customer loyalty due switching cost you can avail one more chance to entertain your
customer hence, in banking sector it is difficult to switch, you have to familiar with other
banking website operations like how to create online account what will be the charges
against transactions, users look towards switching cost with different perspective and
ultimately they become loyal to learn and use the same product [28].
Brand Image
The brand is the identity of the product and image explains that is brand valuable or
not? [28].
Aaker [64]; Rahi [28] explain that brand is as important as product itself it differentiate
the product with other products, brand is an emblem or symbol and this symbol motivate
the customer to buy their product, symbol may be called differently like logo according
to the easiness or trademark moreover the key role of a brand is to distinguish a product
with other on behalf of quality or service, it create trust between customer and
manufacturer and give competitive advantages. Kapferer [65] defines that brand is an
identity of a product, there are many angles to see a brand for customer it includes
overall experience from their buying process to using, and hence brand image comes
when customers have overall experience about the brand. De Chernatony [66]; Rahi [7]
narrate that for successful brand image it is important that companies must observe the
needs of the customer deeply and it must be relevant what customer actually want and
does your product fulfill the need of the customer. Aaker [64] explain in detail about
brand image research emphasize on identity of you product if the product has unique
qualities. Aaker [64]; Rahi [28] also narrate that if companies want good brand image
they must be excellent to provide services, organizing, and must be anxious about
product delivery. Ward [67] also enlighten that brand image is differentiate your product
by making promise with customer to make product reliable, durable, and quality
effective, moreover research shows that those companies who are committed with
services and are providing distinctive product features get higher brand image like
multinational companies mostly follow structured rules and become eminent in couple of
years on contrary those companies who ignore commitment with product delivery and
customer satisfaction have poorer brand image [28].
HYPOTHESIS FORMULATION
H3: The higher the level of Switching Costs, the greater is the likelihood that customer’s
perception of public relation will lead to greater E-loyalty.
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H4: The higher the level of Switching Costs the greater is the likelihood that customer
perceived value will lead to greater E-loyalty.
H5: The higher the level of Brand Image the greater is the likelihood that customer’s
perception of public relation will lead to greater E-loyalty.
H6: The higher the level of Brand Image, the greater is the likelihood that customer
perceived value will lead to greater E-loyalty.
RESEARCH METHODOLOGY
Researcher has used positivism paradigm as explained in Creswell et al. [68].
Additionally Quantitative method has been used in this research suggested by Grinnell
et al. [69]. Focus of this research is on fresh data collection as this is the primary
research [28]. Collis et al. [70] narrate that the quantitative strategy works on objectives
and measures through actions and opinions.
Descriptive Analysis
The first section of questionnaire was designed to capture the characteristics
information of respondents for instance gender, age, education and region. Table 1
depicts the demographic information of respondents.
Table 1: Demographic Profile of Respondents.
Demographic Characteristics Percentage (%)
Gender
Male 52.6
Female 47.4
Age
Less than 25 years 32.5
26-35 years 35.5
36-45 years 20.6
46 years and above 11.4
Education
Below high School 1.6
Attended High School 5.5
Attended College 8.7
Graduate 52.6
Post Graduate 31.6
Region
Urban 49.4
Country Side 50.6
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Sample and Data Collection
Sample size is selected from 500 customers through structured questionnaire. Only 437
usable responses were received. Simple Random sampling technique has been used
for data collection this technique also supported by Babbie [71] explains, “I recommend
selecting a random sample in which each individual has an equal probability of being
selected”.
Instrument Development
Customer’s Perception of Public Relation
Customer’s Perception of Public Relation has been measured by 8-items with Likert-
type scale. A sample item is “The messages about the Internet Banking towards PR
(Public Relation) I obtain from surrounding (Media) are more than other competitive
brands [72].
Switching Cost
Switching cost has been measured with 3-items and Likert-type scale. A sample item is
“Switching to other internet banking service will be expensive” adapted from research
work of Gefen [1].
iBrand Image
Brand image has been measured with a 3-item Likert-type. A sample item is “I feel that
banks branding services (Internet Banking) possesses its practical function” [72].
Customer Perceived Value
Customer Perceived Value has been measured by 4-items with Likert-type scale. A
sample item is “Compared to branch banking services internet banking provides more
free services” adapted from study of Levesque et al. [2].
Customer E-Loyalty
Participant will be measured by 5 items with Likert-type scale. A sample item is “I will
use that company’s Product in the future” adapted from Zeithaml et al. [3].
Data Analysis
For data analysis, help was taken from SPSS (Statistical Package for Social Sciences)
20. Data was entered in the software SPSS-20 and various tests were applied to check
the validity and reliability of the instrument.
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FINDINGS AND ANALYSIS
Validity and Reliability
To ratify the reliability of the instruments, Cronbach’s Alpha test has been employed
with the help of SPSS software (Table 2).
Table 2: Cronbach’s Alpha Test α.
Constructs Valid-N Number of Items Cronbach’s Alpha
Customer loyalty 437 5 .75
Customer Perceived value 437 4 .90
Switching Cost 437 3 .81
Brand Image 437 3 .98
Customer’s Perception of Public
Relation
437 8 .76
Interpretation of Reliability Analysis
Cronbach’s Alpha test has been employed. For a reliable instrument of data collection
the value of Chronbach’s Alpha must be equal to or greater than 0.70 [7,58]. Table 2
depicts that all values are greater than 0.70, Customer Loyalty 0.75, Customer
Perceived Value 0.90, Switching Cost 0.81 meanwhile Brand Image 0.98 and
Customer’s Perception of Public Relation 0.76 that shows significant validity of the
questionnaire (Table 3).
Pearson Correlation: Pearson correlation has been implied for the checking of the
relationship among variables.
Interpretation of Pearson Correlation
Researcher examined the results of Customer Loyalty with other variables includes
Customer’s Perception of Public Relation, Customer Perceived Value, switching Cost,
and Brand Image 0.96, 0.88, 0.87, and 0.89. Customer Perceived Value has also
significant relationship with other variables include Customer Loyalty, switching Cost
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and Customer’s Perception of Public Relation and Brand Image 0.88, 0.99, 0.87 and 98.
Meanwhile the relationship of Switching cost with other variables, Customer Loyalty,
Customer Perceived Value and Customer Perception of Public Relation and Brand
Image has found significant like 0.87, 0.99, 0.87 and 87. Hence, Relationship of
Customer’s Perception of Public Relation with other variables includes Customer
Loyalty, Customer Perceived Value and switching cost and Brand Image is also found
significant for instance 0.96, 87, 87, 87. Furthermore the relationship of Brand Image
with other related constructs like Customer’s Perception of Public Relation, Customer
Loyalty, Customer Perceived Value and switching cost has found significant 0.85, 0.89,
0.98, and 0.96. By following statistics values researcher can say proposed research
frame work is acceptable because values shows that there is a significant relationship
between Customer’s Perception of Public Relation , Customer perceived value,
switching cost, Brand Image and customer loyalty.
Table 3: Showing Pearson Correlation.
Construct Significance Level CPPR CL BI CPV SC
Customers Perception of
Public Relation
Pearson
Correlation
1 0.967**
0.859**
0.877**
0.870**
Sig. (2-tailed) 0.000 0.000 0.000 0.000
Customer Loyalty Pearson
Correlation
1 0.892**
0.886**
0.870**
Sig. (2-tailed) 0.000 0.000 0.000
Brand Image Pearson
Correlation
1 0.984**
0.967**
Sig. (2-tailed) 0.000 0.000
Customer Perceived
Value
Pearson
Correlation
1 0.996**
Sig. (2-tailed) 0.000
Switching Cost Pearson 1
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Correlation
Sig. (2-tailed) 0.000
Note: Depicts the level of significance (**)
Regression Analysis
Researcher has implied regression analysis to check the level of relationship between
dependent (E-Loyalty) and independent variables (Customer’s Perception of Public
Relation) (Table 4).
Table 4: E-Loyalty as Dependent Variable.
Constructs Unstandardized
Coefficients
Standardized
Coefficients
Regression B Std. Error Beta T Sig.
Constant -4.358 0.343 -12.707 0.000
Customer Perceived Value 0.123 0.028 0.113 4.393 0.000
Customer’s Perception of
Public Relation
0.540 0.030 0.684 18.138 0.000
Interpretation of Regression Analysis
Regression analysis has been entailed to check the level of dependency of E-loyalty
with Customer’s Perception of Public Relation and Customer Perceived value. Result
depicts that there is a significant relationship between variables. Table 4 depicts the
values where constant -4.358, B (Beta) for Customer Perceived value is 0.123 and for
Customer’s Perception of Public Relation 0.540. Furthermore significance value is less
than 0.05 (Table 5).
Table 5: Necessary Statistics.
R2
Adj. R2
F-Statistic Prob. (F-Statistic)
0.935 0.945 2.486E3 0.000a
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Interpretation of Necessary Statistics
Table 5 depicts the overall model fitness in which significance of F-test is less than 0.01
and on behalf of these values it can be concluded that model is good fitted. Furthermore
value of adjusted R square is 0.945 which represent the combined effect of all
independent variables on E-loyalty and in other words it can be explained that both
independent variables Customer’s Perception of Public Relation and Customer
perceived Value, have a combined impact of 94% on E-loyalty.
Moderating Regression Analysis
To check the moderation between variables moderated regression analysis was
inferred. A moderator variable can be defined as a variable that systematically modifies
either the form and/or strength of the relationship between a dependent variable and
independent variable [73]. Sharma et al. [74] differentiate two methods to identify
moderator variables.
1) Moderated regression analysis
2) Subgroup analysis
MRA involves the comparison of three regression models De Ruyter et al. [73]. The full
model contains three terms: the dependent variable, the hypothesized moderator
variable and the interaction term of these two. The restricted model omits either the
interaction term or the hypothesized moderator. Tests are carried out by comparing the
restricted model to the full model. In subgroup analysis the hypothesized moderator
variable is used to split the sample. After subdividing the sample, regression analysis is
carried out between the dependent and independent variables. A number of authors
have recommended the use of MRA, since subgroup analysis is characterized by
several shortcomings De Ruyter et al. [73]. In applying MRA we will need three
regression models. In this particular case the following three regression models are
relevant to examine the effect of Brand Image as moderator (Table 6). If models (1), (2)
and (3) are significantly different from each other (b2 - b3 - 0), then switching costs is a
quasi-moderator [74].
MODERATION OF SWITCHING COST WITH CUSTOMER PERCEPTION
OF PUBLIC RELATION AND E-LOYALTY
Moderating Regression Equation
1. LOYi = a + b1 * PPR
2. LOYi = a + b1 * PPR + b2*DSc
3. LOYi = a + b1 * PPR+ b2*DSc + b3 * (PPR * DSc)
As revealed in Table 5 Switching Cost is a moderator variable for the relationship
between Customer Perception of Public Relation and customer loyalty, as the partial
regression coefficient of the interaction term (PPR*DSc) is significantly different from 0
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[75]. More particularly, Switching Cost is a quasi-moderator for the relationship between
Customer Perception of Public Relation and Customer Loyalty, because the three
models are significantly different from each other (Table 7).
Table 6: Moderation of Switching Cost with Customer Perception of Public Relation and
E-loyalty.
Hypothesis (H3) Regression Equation Adj R2 F
Model 1 LOY= -5.451+.765
-15.978***79.782***
.936 6.365E3***
Model 2 LOY= -5.053+.685+.179
-14.731***36.165***4.797***
.939 3.355E3***
Model 3 LOY= -5.992+.715+.247+-.002
-2.784***10.265***1.551***-.442***
.949 2.233E3***
Note: p < 0.05; **p < 0.01; ***p < 0.001.
MODERATION OF SWITCHING COST WITH CUSTOMER PERCEIVED
VALUE AND E-LOYALTY
Moderating Regression Equation
1. LOYi = a + b1 * CPV
2. LOYi = a + b1 * CPV + b2*DSc
3. LOYi = a + b1 * CPV+ b2*DSc + b3 * (CPV * DSc)
Table 7: Moderation of Switching Cost with Customer Perceived Value and E-Loyalty.
Hypothesis (H4) Regression Equation Adj R2 F
Model 1 LOY= 4.491+.964
10.346***39.898***
.785 1.592E3***
Model 2 LOY= 7.229+2.789+-2.614
12.794***10.763***-7.071***
.807 910.565***
Model 3 LOY= 7.234+2.789+-2.614+2.526
2.985***8.526***-6.679***.002
.808 605.645***
Note: p < 0.05; **p < 0.01; ***p < 0.001.
As shown in Table 7 Switching Cost is a moderator variable for the relationship between
Customer Perceived Value and E-Loyalty, as the partial regression coefficient of the
interaction term (IB*DSc) is significantly different from 0. More particularly, Switching
Cost is a quasi-moderator for the relationship between Customer Perceived Value and
Customer Loyalty, because the three models are significantly different from each other
(Table 8).
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MODERATION OF BRAND IMAGE WITH CUSTOMER’S PERCEPTION OF
PUBLIC RELATION TOWARDS E-LOYALTY
Moderating Regression Equation
1. LOYi = a + b1 * PPR
2. LOYi = a + b1 * PPR + b2*DBi
3. LOYi = a + b1 * PPR + b2*DBi + b3 * (PPR * DBi)
Table 8: Moderation of Brand Image with Customer’s Perception of Public Relation
towards E-Loyalty.
Hypothesis (H5) Regression Equation Adj R2 F
Model 1 LOY= -5.451+.765
-15.978***79.782***
0.936 6.365E3***
Model 2 LOY= -3.453+.607+.276
-9.828***36.711***11.078
0.950 4.135E3***
Model 3 LOY= -5.306+.665+.418+-.004
-3.649***14.146***3.767***-1.313***
0.952 2.762E3***
Note: p < 0.05; **p < 0.01; ***p < 0.001
As per Table 8 Brand image is a moderator variable for the relationship between
Customer’s Perception of Public Relation and Customer Loyalty, as the partial
regression coefficient of the interaction term (PPR*DBi) is significantly different from 0.
More particularly, Brand Image is a quasi-moderator for the relationship between
Customer’s Perception of Public Relation and Customer Loyalty, because the three
models are significantly different from each other (Table 9).
MODERATION OF BRAND IMAGE WITH CUSTOMER PERCEIVED VALUE
AND E-LOYALTY
Moderating Regression Equation
1. LOYi = a + b1 * CPV
2. LOYi = a + b1 * CPV + b2*DBi
3. LOYi = a + b1 * CPV + b2*DBi + b3 * (CPV * DBi)
Table 9 depicts that, Brand image is a moderator variable for the relationship between
Customer Perceived Value and E-loyalty, as the partial regression coefficient of the
interaction term (CPV*DBi) is significantly different from 0. More particularly, Brand
Image is a quasi-moderator for the relationship between Customer Perceived Value and
E-Loyalty, because the three models are significantly different from each other.
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Table 9: Moderation of Brand Image with Customer Perceived Value and E-loyalty.
Hypothesis (H6) Regression Equation Adj R2 F
Model 1 LOY= 4.491+.964
10.346***+39.898***
.785 1.592***
Model 2 LOY= 6.747+.295+.744
11.053***+2.223***+5.115***
.797 855.0***
Model 3 LOY= 6.869+.288+.733+.001
3.692***+1.706***+3.368***+.069***
.799 568.7***
Note: p < 0.05; **p < 0.01; ***p < 0.001.
DISCUSSION
The findings suggest that E-loyalty brought significant change through Customer’s
Perception of Public Relation, Customer perceived value switching cost and Brand
image in banking sector. All hypotheses mentioned above are accepted and shown
significant impact on E-loyalty. At prior step researcher took the descriptive statistical
analysis first in which gender of respondent their age, region and education measured.
Furthermore to check the reliability of the instrument researcher have employed the
Chronbach’s Alpha test and found significant values, all values are greater than 0.07
that predict instruments are valid and useable for further statistical testing. To check the
relationship between hypotheses, researcher has applied correlation test. The very first
step was to check which test should be applied either Pearson of spearman correlation.
Through scatter plot Researcher found that Pearson correlation will be applied. In
Pearson correlation it has been proved that all variables have significant relationship.
Simple regression test has been implied to check the direct impact of Customer’s
Perception of Public Relation, and Customer Perceived Value on E-Loyalty. The result
shows that all independent variable have significant impact on Customer E-loyalty. In
the meantime moderation relationship of switching cost on customer loyalty has also
been checked. All the hypothesis depict moderation with Switching cost furthermore the
level of moderation was qasi, on behalf of this detailed analysis researcher concluded
that in banking sector Customer perception of Public Relation, Customer Perceived
value with moderating variable of switching cost and Brand image have significant
impact on E-loyalty.
CONCLUSION AND RECOMMENDATIONS
Major finding was to investigate the moderating relationship of switching cost and Brand
image. Research has proved that switching cost and Brand image have qasi moderation
among Customer’s Perception of Public Relation, Customer perceived value and E-
loyalty. The results evoke, banks that are determined to get E-loyalty should focus on
Customer’s Perception of Public Relation and customer perceived value. In addition the
relationship between Customer’s Perception of Public Relation and Customer Perceived
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Value towards E-Loyalty will be significant when Brand image and switching cost
stronger. After conducting this comprehensive research it is precisely clear for policy
makers that they should focus on Customer perception of Public relation and customer
perceived value to enhance the Customer E-loyalty.
LIMITATIONS
This research only explores the banking consumer of city Lahore and Islamabad
because data collected from Lahore and Islamabad. Additionally research may conduct
with other variables like Customer Satisfaction and Trust within banking context.
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