Lova Rajaobelina

Antecedents and consequences of buyer‐seller relationship quality in the financial services industry

Purpose – The purpose of this study is to develop a model that investigates the antecedents and the consequences of buyer‐seller relationship quality in the financial services.Design/methodology/approach – Data were collected from a survey of more than 400 dyads (414 financial advisors and 772 clients in Canada) and were analyzed using structural equation modeling (SEM).Findings – The results notably show that, for both financial advisors and clients, customer orientation has an impact on buyer‐seller relationship quality, whereas buyer‐seller similarity does not. The link between relationship quality and both consequences (purchase intention and word‐of‐mouth) is significant for the two samples.Research limitations/implications – Limitations and research directions refer to the measure of word‐of‐mouth construct, which is only weakly reliable, and the need to consider a multilevel approach.Practical implications – The study can be helpful for financial advisors to build effective strategies for enhancing...

Online relationship quality: scale development and initial testing

Purpose – The purpose of this paper is to propose a reliable and valid integrative scale for online relationship quality based on both the relationship marketing and electronic commerce literature. Design/methodology/approach – The scale was developed using the approach put forward by Churchill (1979). The scale development and validation process includes a qualitative exploratory phase, three pre-tests and a final study using an online questionnaire (476 members of a consumer panel). Findings – The findings support a third-order integrative model of online relationship quality composed of three dimensions (trust, commitment and satisfaction). The final scale is composed of 21 items. Research limitations/implications – The study shows a lack of discrimination between satisfaction and trust, which other studies have also found. As the scale is validated in only one sector, online banking, it should be tested and replicated in other contexts (e.g. insurance). Practical implications – An instrument for asses...

A relational classification of online banking customers

Purpose – This paper aims to classify online banking customers using demographic and relationship‐based variables and describe their profiles.Design/methodology/approach – A total of 421 panellists of a large Canadian polling firm self‐administered a web‐based questionnaire. A two‐step analysis was performed using SPSS 18.0. 421 panellists of a large Canadian polling firm self‐administered a web‐based questionnaire. A two‐step analysis was performed using SPSS 18.0.Findings – Six groups emerged from the analysis, four of which have higher relationship levels and two that have lower levels.Practical implications – This study provides a better understanding of online banking consumer segments and offer financial institutions relevant descriptive information on each profile. This information should help the implementation of tailored marketing strategies to improve the development and maintenance of online relationships with each of the six customer segments.Originality/value – This paper contributes to know...

Impact of customer experience on loyalty: a multichannel examination

ABSTRACT This article examines the relation between the five dimensions of customer experience advocated by Schmitt [1999a. Experiential Marketing. Journal of Marketing Management, 15, 53–67] (cognitive, affective, sensory, behavioural and social) and service provider loyalty. The examination focuses on two different channels, namely branch/agency (physical) and online (Web-based). A total of 484 panellists of a large Canadian polling firm self-administered a Web-based questionnaire regarding banking experience. The exercise was subsequently replicated in the tourism sector. Findings demonstrate that the main dimension impacting loyalty is the affective dimension (negative), thereby contributing handsomely to experiential marketing literature since negative emotions are rarely investigated. Findings also reveal that choice of channel exerts a moderating effect on the different dimensions influencing loyalty and that results vary from one sector to another. The multidimensional, multichannel, multisector approach selected for this study substantiates customer experience as complex and context specific. The authors also suggest practical implications and set out avenues of future research.

The Impact of Customer Experience on Relationship Quality with Travel Agencies in a Multichannel Environment

This article seeks to examine the impact of the customer experience (concept of THINK, FEEL, SENSE, ACT and RELATE developed by Schmitt in 1999) on relationship quality with travel agencies in a multichannel environment (in-store and online). A self-administered Web questionnaire was answered by 289 adult respondents from a panel of individuals residing in Canada, not working for a travel agency and having visited both the physical agency (in-store) and website (online) of the travel agency with which they generally conducted business. Results were analyzed using structural modeling techniques (EQS 6.2). For both the in-store and online contexts, results pointed to the THINK and FEEL dimensions as the key factors positively impacting relationship quality. The ACT (in-store) and SENSE (online) dimensions were also found to influence relationship quality positively.

Mobile banking service quality and customer relationships

Purpose The purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship (commitment, trust and satisfaction) between consumers and their primary financial institution. Design/methodology/approach An online survey was conducted using a sample of 375 respondents, all owners of a mobile device and all accustomed to conducting banking activities on mobile platforms. Results were analyzed using structural modeling techniques (EQS 6.1). Findings Findings confirm that trust significantly and positively impacts commitment/satisfaction. Mobile banking service quality dimensions also influence trust and commitment/satisfaction. Trust is associated with security/privacy and practicity (regarded as utilitarian factors), while commitment/satisfaction is driven by enjoyment and sociality (dimensions more hedonic by nature). No link is found between interface design and either trust or commitment/satisfaction. Originality/value This study contributes to bank marketing theory since it is the first to demonstrate how key mobile banking service quality dimensions drive customer perceptions of relationship quality. In doing so, this research extends beyond mobile adoption (short term) by addressing customer engagement with financial institutions and issues relating to relationship quality (long term). Regarding managerial implications, findings signal to marketers in the financial services industry the importance of not underestimating the power of hedonic factors (sociality and enjoyment) when developing mobile platforms. These dimensions are often overlooked in the banking industry, a sector in which consumers are believed to be mostly driven by utilitarian motives.

Online Relationship Quality: Testing an Integrative and Comprehensive Model in the Banking Industry

ABSTRACT This article examines online relationship quality as a multidimensional, integrative construct comprising trust, commitment, and satisfaction. Important antecedents of the construct identified in traditional relationship marketing and e-commerce literature (classified respectively under “relationship characteristics” and “website characteristics”) are also investigated. A Web-based questionnaire is administered to 476 online banking users who are members of a large consumer panel. Findings demonstrate that website characteristics (in order of importance: ease of use, website design, information quality, and security/privacy) are especially important for fostering online relationship quality in the banking sector. The moderating effect of gender and age are also examined while highlighting telling differences (greater impact of perceived relationship benefits for men and Generation Y, communication for women, ease of use for women and security/privacy for Baby Boomer).