Nexhmi Rexha

The impact of the relational plan on adoption of electronic banking

Marketing managers in financial institutions should be aware that customers are likely to embody electronic banking provided that such technology contributes to existing relationships. Based on a survey of bank corporate clients in Singapore, the impact of satisfaction, trust and the use of electronic banking on commitment towards current banks was investigated. It was found that trust was the key factor influencing the adoption of electronic banking. Perceived customer satisfaction with the bank only impacted indirectly on the adoption of electronic banking. The cumulative effects of customer satisfaction were found to have a positive impact on trust directed towards the bank, and this greatly impacted on the propensity to use electronic banking. Customer satisfaction, trust, and the use of electronic banking were found to have a positive impact on the corporate clients’ commitment towards their bank.

Determinants of three facets of customer trust: A marketing model of Japanese buyer-supplier relationship

Abstract Interorganizational trust has attracted significant research attention as the determinant of the development of a cooperative long-term manufacturer–supplier relationship (CLMSR). It has been realized as a mechanism of organizational control in interfirm relationships. However, little is known about the critical business-marketing problem of how to build customer trust. This study proposes a CLMSR marketing model and tests it with data collected from 118 Japanese manufacturers from six manufacturing sectors. The model investigates roles of two CLMSR marketing variables (i.e., perceived supplier relationship-specific investments (RSIs) and perceived supplier relationship-specific interaction competence (RSIC)) in building three facets of customer trust (i.e., contractual, competence, and goodwill) via two mediating variables (i.e., customer relationship satisfaction and perceived supplier relationship commitment). While supporting distinctive psychological properties of the three trust components, our findings supported the critical role of the two CLMSR marketing variables and provided a new insight into supplier RSIs for the development of a CLMSR.

Re‐examining traditional service quality in an e‐banking era

Purpose – This paper aims to re‐examine the role of traditional service quality in an e‐banking environment by providing a review of how traditional service quality perceptions have evolved through the current and continuing stream of change in banking technology and the corresponding changes in the nature of how banks interact with their customers.Design/methodology/approach – Data were collected from a mail survey sent out to a commercially purchased mailing list of 2,500 business names and addresses. The overall usable response rate was 30.6 per cent. Quadrant analysis was performed on the service quality dimensions from the SERVQUAL scale.Findings – While the importance ranking of the five SERVQUAL dimensions has not changed dramatically over the years, large discrepancies were found between customer expectations and their perceived performance of traditional banking services.Practical implications – Quadrant analysis produced specific recommendations on how banks should prioritise the allocation of t...

Building trust in agribusiness supply chains: A conceptual model of buyer-seller relationships in the seed potato industry in Asia

ABSTRACT In the absence of a certified seed system, potato farmers in Asia must purchase replacement seed tubers from an informal seed system. With no third party assurance that the seed tubers purchased are of good quality, the farmers decision to purchase seed may be influenced by the long-standing relationships that have been established between buyers and sellers. Trust is the critical determinant of a good buyer-seller relationship. Through maintaining communication and the making of various relationship specific investments, a conceptual model is proposed which suggests that seed suppliers may engage in trust building behavior which should result in the preferred seed supplier enjoying a greater share of the farmers patronage.

Integrating Relationship Marketing Activities with Offering Quality in the Supplier's Relational Marketing Program

ABSTRACT Drawing on the existing literature of relationship marketing, an integrated framework of market response to a suppliers relational building activities has been constructed. The model integrates offering quality with the suppliers other relationship building activities in creating customers satisfaction, bonds, trust and commitment. Because these constructs, measured in attitudinal scales, are antecedents of customer choice, they could be used as intermediate goals that guide the suppliers relational marketing plan.

The Impact of Technically Focused Values on Market Orientation of Professional Service Firms

ABSTRACT This paper presents results of a study that investigated the impact of technically focused values on the market orientation of engineering service firms. Using the MARKOR scale to measure market orientation and additional measures from services marketing literature to measure technical values, we found that managers in engineering services firms in Australia with stronger technical-focused values tend to show weaker market oriented behaviors. The increasing growth potential for engineering service firms today requires them to pay more attention to their customer needs, and these firms have a need to emphasize the customer-focused values in their organizational cultures.