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"The moderating role of high- and low-involvement product types on cust" by Mercedez Hinchcliff, Elias Kyriazis et al.

Purpose: The study aims to develop a holistic model identifying the constructs that impact customer loyalty in retail banking and introduce product type as a moderating variable to the model. Design/methodology/approach: A conceptual model of customer loyalty is introduced and empirically tested with 416 valid samples obtained from Australian retail banking customers. The data were analysed using partial least squares structural equation modelling and multigroup analysis. Findings: This study confirms the moderating effect 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 was much stronger with customers who utilise high-involvement products. Research limitations/implications: The study uses a sample population in Australia who utilise on ....

Customer Loyalty , Customer Satisfaction , Multi Group Analysis , Retail Banking , Service Quality , Mart Pls ,

Hong Kong Poly Releases Research on How Contactless Technology Transforms Hospitality

Contactless technology is transforming hospitality in China and beyond. Research by Dr Fei Hao and Professor Kaye Chon of the School of Hotel and Tourism Management (SHTM) at The Hong Kong Polytechnic University shows that travellers have varying levels of readiness for contactless hotels. Hospitality firms are advised to be mindful of this variation when designing strategies to boost customer equity. For guests who are still sceptical about contactless technology, services that evoke delight may be the best way to retain their custom. Those with concerns around COVID-19 may be particularly reassured by positive experiences in a contactless hotel. ....

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Frontiers | E-Learning Adoption in Higher Education Institutions During the COVID-19 Pandemic: A Multigroup Analysis

Using the DeLone and McLean (D&M) Model, the study explains the differences between female and male students’ accessibility to E-learning portals. This study compares female and male student groups regarding the usage of the E-learning portal in the higher education context. Using an online google survey, the data were collected from 254 students, including males and females. The study utilized PLS-SEM to perform a multi-group analysis examining female and male student groups. The multi-group analysis followed the MICOM procedure, and SmartPLS three was utilized to analyze the data. The study found a significant and direct relationship of E-service quality with system use and user satisfaction. System quality also supported the relationship with user satisfaction. The study further revealed a significant and positive relationship between system use and user satisfaction with E-learning portal success. This study found a direct relationship between system quality and user satisfa ....

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