Johra Kayeser Fatima

Roles of customer involvement in rapport and satisfaction

Purpose – The study investigates different roles (antecedent, mediator and moderator roles) of customer involvement in rapport and satisfaction. It is also designed to reveal the comparative impact of three types of relational benefits (confidential, social and special treatment benefits) on customer involvement. Design/methodology/approach – Structural equation modeling (using Amos) is used for analyzing the data, collected from a survey of 212 sample respondents of the private commercial banking sector. Findings – Results suggest that customer involvement does have antecedent and mediated influence on rapport-satisfaction link while the moderation impact of customer involvement is not supported. In contrast, social treatment benefit is found as the most important relational benefit for developing customer involvement in Bangladesh followed by confidence and special treatment benefit. Research limitations/implications – Findings will assist bank management to set effective future strategies and to manage...

Environmental knowledge and behavioural outcomes of tourism students in Australia: towards testing a range of mediation and moderated mediation effects

Our study examines the environmental knowledge (EK) and behavioural outcomes of students studying ecotourism in Sydney, Australia. Three competing models were tested to examine the relationships between EK, participation intention (PI) in ecotourism programs, landscape likeability (LL) and social interactions (SI); and the study also tested the moderated mediation influence of gender differences and relationship length on mediators. Partial least squares-based structural equation modelling (PLS-SEM) was used to analyse the data collected from 173 residential tourism students. Key findings suggest whilst LL and PI are significant outcomes of EK, LL has a stronger mediating effect on PI compared to SI; and all mediation effects are further moderated by gender differences. However, only Model 3 confirms the moderating effect of the length of relationship. Noting the key role that EK plays in influencing their PI and LL, our study also suggests ways of developing the tourism students’ EK, through various experiential and pedagogical interventions.

Roles of trust on rapport and satisfaction in services

Purpose – The purpose of this paper is to report antecedent roles of competence, contractual and goodwill trust on rapport and satisfaction in banking services in a developing country context. The study also identifies the mediating influence of these three types of trust between rapport and customer satisfaction. Design/methodology/approach – Data collected from a sample of 212 bank customers were analysed using AMOS-based structural equation modelling. Findings – While all three types of trust have significant impact on satisfaction, only competence and goodwill trust positively influenced rapport. Results also demonstrate that competence and goodwill trust had complementary mediation impacts in the rapport-satisfaction context; however, mediation influence of contractual trust was not significant. Finally, influence of rapport was found to be positive towards satisfaction. Practical implications – Management should focus on building goodwill and competence trust with bank customers. Bank managers shoul...

Modelling roles of commitment on rapport and satisfaction

Purpose – The purpose of this paper is to explore the effect of calculative, affective and normative commitment on bank employee-customer rapport and customer satisfaction. The mediating effect of rapport between each of the three types of commitment and customer satisfaction is also examined. Design/methodology/approach – Structural equation modelling by Partial Least Square method is used for analysing the data on 212 bank customers in Bangladesh. Findings – Results indicate that affective and normative commitment of customers has strong influence in developing rapport, whereas the impact of customers’ calculative commitment on rapport was found to be non-significant. The study also found that rapport has a complementary mediation effect between the three types of commitment and customer satisfaction. Practical implications – While providing training to front line employees, bank management should make them aware that not all customers may have the same level of positive attitude or cooperation for the ...

Role of innovativeness and self-efficacy in tourism m-learning

Purpose This study aims to explore the opportunity offered through mobile learning (m-learning) to tourism education in the developing country context. To achieve this aim, the antecedent impact of self-efficacy and the moderator role of innovativeness on the attitude and intention to adopt m-learning have been investigated using the technology acceptance model (TAM). Design/methodology/approach A survey of 176 participants from three prominent tourism education institutes in Dhaka, Bangladesh, has been conducted. Partial least squares-based structural equation modeling (PLS-SEM) has been used to analyze the data. Findings While the findings confirmed the antecedent effect of self-efficacy on the intention to adopt m-learning, the moderating effect of innovativeness was not found to be as significant for the attitude-intention link. Research limitations/implications Data have been collected only from one country and from current tourism students. Future studies on several developing countries with different potential users would bring more in-depth insights. Practical implications Tourism education institutes need to focus on students’ self-efficacy to build a positive attitude and behavioral intention toward m-learning when launching mobile-based education services. Originality/value The study provides theoretical underpinnings enabling tourism educators to better understand tourism students’ behavioral intention to use m-learning, in particular in the developing country context. By applying TAM to tourism education to examine the effects of students’ self-efficacy and innovativeness, a better explanation of the adoption of m-learning in tourism education is provided.

Mobile learning adoption for tourism education in a developing country

Since developing countries are gradually introducing mobile-based tourism education, it is a growing demand to understand the students’ intention to adopt mobile learning. The study used partial least squares-based structural equation modelling to analyse survey data from 176 questionnaires at three tourism education institutes in Bangladesh. The study contributes to the theory of planned behaviour by examining the antecedent impact of innovativeness and moderating effect of self-efficacy. Results confirmed innovativeness as a significant antecedent on the attitude–intention relationship; however, the moderating effect of self-efficacy has not been supported. The study has marketing implications for tourism education institutes and government bodies.

Modelling satisfaction-commitment relationship in developing country context

Purpose – Considering the significance of customer satisfaction and commitment in the competitive banking industry of developing countries, the purpose of this paper is to investigate the alternative relationships of satisfaction with various types of commitment, benefits, quality and trust. It also attempts to identify the interrelationships among three types of trust, namely, competence, contractual and goodwill, as well as affective, calculative and normative commitment. Design/methodology/approach – Structural equation modelling (AMOS-based) is used to analyse data collected from a survey of 212 bank customers in Bangladesh. Findings – Findings show that satisfaction has a significant impact on affective, calculative and normative commitment, as well as on competence, contractual and goodwill trust. While core and relational service qualities, and confidence and social benefits influence the level of satisfaction, tangible service quality and special treatment benefit seem to have no significant effec...