Antecedents of Overall E-service Quality and Brand Attachment in the Banking Industry
Authors
Article Sidebar
Main Article Content
Abstract
Purpose – The study aims to examine the impact of website design, e-fulfillment, e-service and e-security on overall e-service quality and its impact on brand attachment.
Design/methodology/approach – Data of 425 respondents was collected from the internet banking industry users through an online survey. Further, PLS-SEM was employed to analyze the data.
Findings – Results indicate that the impact of e-security, e- customer service, and e-fulfillment on overall e-customer service quality was supported. In contrast, the impact of website design was not supported. Further, overall, e-service quality also has a significant impact on brand attachment.
Originality/value – This study suggested and tested a brand attachment framework for the banking industry to support strategy formulation for managers.
Article Details
Copyright (c) 2020 Gul e Rana, Dr. Noor Azizah
This work is licensed under a Creative Commons Attribution 4.0 International License.
Gul e Rana, Kulliyyah of Information and Communication Technology (KICT), International Islamic University Malaysia (IIUM), Malaysia
Gul-e-Rana is a Ph.D. scholar in Kulliyah of Information Communication Technology at International Islamic University Malaysia. She is a lecturer in the Management Sciences department at Yanbu University College, Yanbu, Saudi Arabia. She holds an MSc degree in E-Commerce and Bachelor in Business Administration. Her Ph.D. focuses on E-Service quality influence on brand attachment and willingness to pay by measuring E-service quality components. She has published research papers focusing on Ecommerce dimensions.
Aaker, J. L. (1997). Dimensions of brand personality. Journal of marketing research, 34(3), 347-356. DOI: https://doi.org/10.1177/002224379703400304 CrossrefGoogle Scholar
Blut, M., Chowdhry, N., Mittal, V., & Brock, C. (2015). E-service quality: A meta-analytic review. Journal of retailing, 91(4), 679-700. DOI: https://doi.org/10.1016/j.jretai.2015.05.004 CrossrefGoogle Scholar
Bottani, E., & Rizzi, A. (2006). Strategic management of logistics service: A fuzzy QFD approach. International journal of production economics, 103(2), 585-599. DOI: https://doi.org/10.1016/j.ijpe.2005.11.006 CrossrefGoogle Scholar
Bowlby, J. (1979). On knowing what you are not supposed to know and feeling what you are not supposed to feel. The Canadian Journal of Psychiatry, 24(5), 403-408. DOI: https://doi.org/10.1177/070674377902400506 CrossrefGoogle Scholar
Carlson, J., & O'Cass, A. (2011). Developing a framework for understanding e‐service quality, its antecedents, consequences, and mediators. Managing Service Quality: An International Journal, 21(3), 264-286. doi:10.1108/09604521111127965 DOI: https://doi.org/10.1108/09604521111127965 CrossrefGoogle Scholar
Chien-Ta Ho, B., & Oh, K.-B. (2009). An empirical study of the use of e-security seals in e-commerce. Online Information Review, 33(4), 655-671. DOI: https://doi.org/10.1108/14684520910985666 CrossrefGoogle Scholar
Chiou, J.-S., Chi-Fen Hsu, A., & Hsieh, C.-H. (2013). How negative online information affects consumers' brand evaluation. Online Information Review, 37(6), 910-926. doi:10.1108/oir-02-2012-0014 DOI: https://doi.org/10.1108/OIR-02-2012-0014 CrossrefGoogle Scholar
Chowdhury, R., Chun, W., Choi, S., & Friend, K. (2020). Brand and firm values in distinct national cultures. Asia Pacific Journal of Marketing and Logistics. DOI: https://doi.org/10.1108/APJML-03-2019-0121 CrossrefGoogle Scholar
Cohen, J. (1992). A power primer. Psychological bulletin, 112(1), 155. DOI: https://doi.org/10.1037/0033-2909.112.1.155 CrossrefGoogle Scholar
Dedeke, A. N. (2016). Travel website design: Information task-fit, service quality and purchase intention. Tourism Management, 54, 541-554. DOI: https://doi.org/10.1016/j.tourman.2016.01.001
Dennis, C., Merrilees, B., Herington, C., & Weaven, S. (2009). E‐retailing by banks: e‐service quality and its importance to customer satisfaction. European journal of marketing. CrossrefGoogle Scholar
Dennis, C., Papagiannidis, S., Alamanos, E., & Bourlakis, M. (2016). The role of brand attachment strength in higher education. Journal of Business Research, 69(8), 3049-3057. DOI: https://doi.org/10.1016/j.jbusres.2016.01.020 CrossrefGoogle Scholar
Foroudi, P., Akarsu, T. N., Ageeva, E., Foroudi, M. M., Dennis, C., & Melewar, T. C. (2018). PROMISING THE DREAM: Changing destination image of London through the effect of website place. Journal of Business Research, 83, 97-110. doi:10.1016/j.jbusres.2017.10.003 DOI: https://doi.org/10.1016/j.jbusres.2017.10.003 CrossrefGoogle Scholar
Fournier, S. (1998). Consumers and their brands: Developing relationship theory in consumer research. Journal of consumer research, 24(4), 343-373. DOI: https://doi.org/10.1086/209515 CrossrefGoogle Scholar
Goyal, P., & Chanda, U. (2017). A Bayesian Network Model on the association between CSR, perceived service quality and customer loyalty in Indian Banking Industry. Sustainable Production and Consumption, 10, 50-65. DOI: https://doi.org/10.1016/j.spc.2016.12.001 CrossrefGoogle Scholar
Hair, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM): Sage publications. DOI: https://doi.org/10.15358/9783800653614
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science, 43(1), 115-135. DOI: https://doi.org/10.1007/s11747-014-0403-8 CrossrefGoogle Scholar
Jabnoun, N., & Hassan Al-Tamimi, H. A. (2003). Measuring perceived service quality at UAE commercial banks. International Journal of Quality & Reliability Management, 20(4), 458-472. DOI: https://doi.org/10.1108/02656710310468614 CrossrefGoogle Scholar
Lee, M. K., & Turban, E. (2001). A trust model for consumer internet shopping. International Journal of electronic commerce, 6(1), 75-91. DOI: https://doi.org/10.1080/10864415.2001.11044227 CrossrefGoogle Scholar
Lewis, B. R., & Soureli, M. (2006). The antecedents of consumer loyalty in retail banking. Journal of Consumer Behaviour: An International Research Review, 5(1), 15-31. DOI: https://doi.org/10.1002/cb.46 CrossrefGoogle Scholar
Manika, D., Gregory-Smith, D., & Papagiannidis, S. (2018). The influence of prior knowledge structures on website attitudes and behavioral intentions. Computers in Human Behavior, 78, 44-58. doi:10.1016/j.chb.2017.09.024 DOI: https://doi.org/10.1016/j.chb.2017.09.024 CrossrefGoogle Scholar
Muhammad, L. (2019). Do service firm employee and customer relations matter for customer forgiveness in service recovery? Asia Pacific Journal of Marketing and Logistics. DOI: https://doi.org/10.1108/APJML-09-2018-0355 CrossrefGoogle Scholar
Muhammad, L., & Gul-E-Rana. (2020). Mediating role of customer forgiveness between perceived justice and satisfaction. Journal of Retailing and Consumer Services, 52, 101886. DOI: https://doi.org/10.1016/j.jretconser.2019.101886 CrossrefGoogle Scholar
Muhammad, L., Mahadi, B., & Hussin, N. (2017). Influence of social capital on customer’s relationship satisfaction in the Pakistani banking industry. Asia Pacific Journal of Marketing and Logistics. DOI: https://doi.org/10.1108/APJML-10-2016-0193 CrossrefGoogle Scholar
Park, C. W., MacInnis, D. J., Priester, J., Eisingerich, A. B., & Iacobucci, D. (2010). Brand attachment and brand attitude strength: Conceptual and empirical differentiation of two critical brand equity drivers. Journal of Marketing, 74(6), 1-17. DOI: https://doi.org/10.1509/jmkg.74.6.1 CrossrefGoogle Scholar
Park, C. W., MacInnis, D. J., & Priester, J. R. (2006). Beyond attitudes: Attachment and consumer behavior. Seoul National Journal, 12(2), 3-36.
Phillips, D. M., & Baumgartner, H. (2002). The role of consumption emotions in the satisfaction response. Journal of consumer psychology, 12(3), 243-252. DOI: https://doi.org/10.1207/S15327663JCP1203_06 CrossrefGoogle Scholar
Rana, G., Azizah, N., Ali, M., Shah, A., & Muhammad, L. (2018). Impact of E-service Quality on Brand Attachment and Willingness to Spend More. Sindh University Research Journal (Science Series), 50(3D), 214-215. CrossrefGoogle Scholar
Riaz, A., Gregor, S., & Lin, A. (2018). Biophilia and biophobia in website design: Improving internet information dissemination. Information & Management, 55(2), 199-214. doi:10.1016/j.im.2017.05.006 DOI: https://doi.org/10.1016/j.im.2017.05.006 CrossrefGoogle Scholar
Thach, E. C., & Olsen, J. (2006). The role of service quality in influencing brand attachments at winery visitor centers. Journal of Quality Assurance in Hospitality & Tourism, 7(3), 59-77. DOI: https://doi.org/10.1300/J162v07n03_04 CrossrefGoogle Scholar
Thomson, M., MacInnis, D. J., & Park, C. W. (2005). The ties that bind: Measuring the strength of consumers’ emotional attachments to brands. Journal of consumer psychology, 15(1), 77-91. DOI: https://doi.org/10.1207/s15327663jcp1501_10 CrossrefGoogle Scholar
Van Riel, A. C., Liljander, V., & Jurriens, P. (2001). Exploring consumer evaluations of e-services: a portal site. International Journal of service Industry management, 12(4), 359-377. DOI: https://doi.org/10.1108/09564230110405280 CrossrefGoogle Scholar
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183-198. doi:10.1016/s0022-4359(03)00034-4 DOI: https://doi.org/10.1016/S0022-4359(03)00034-4 CrossrefGoogle Scholar
Wu, Y., Cai, Y., & He, J. (2019). How brand concepts represented as human values promote evaluation. Asia Pacific Journal of Marketing and Logistics. DOI: https://doi.org/10.1108/APJML-03-2019-0212 CrossrefGoogle Scholar
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2006). Integrating customer focus across the firm. Services marketing, New York, Mc-Graw-Hill/Irwin.