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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 custo...

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 re...

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...