Swee-Lim Chia

Debit and credit card usage and satisfaction

Purpose – This exploratory study seeks to explore the link between the choices of payment mode to customer satisfaction. It examines the Austrian market in relation to its choice and usage of debit cards versus credit cards and its impact on customer satisfaction and loyalty. Furthermore, the study aims to identify the key drivers of customer satisfaction for these two modes of electronic payment.Design/methodology/approach – A structured questionnaire was administered in person to 360 Austrian bank customers. These customers were selected using quota sampling based on Austrian census data for a particular Austrian province. However, while the quota sampling was used to determine the categories, selection of the actual respondents was done through systematic sampling. This ensured that the sample was representative of the population of that Austrian province who had credit and debit cards. One group, women who were 65 and older, were not considered as there were relatively few women in this age range who ...

The Effects of Job Insecurity on Satisfaction and Perceived Organizational Performance

This research examines the effects of job insecurity on job satisfaction and organizational performance. Performance was measured with perceptual data. A total of 320 employees from various organizations participated in the research. The hypothesized model was tested by means of structural equation modeling. The findings show that job insecurity has a significant negative impact on employee satisfaction and an indirect effect on perceived organizational performance.

Banking on the youth: the case for finer segmentation of the youth market

Purpose – The purpose of this paper is to examine the differences among the different subgroups of the youth market in the context of their financial interests and usage. The study examines what determined their choice of banks. It also looked at what factors influence their satisfaction, loyalty, and behavioral intentions with regard to their banking needs.Design/methodology/approach – Using a multiple‐item survey instrument, 242 Austrian respondents were queried on what factors affect their choice of banks, their choice of financial services, usage patterns, satisfaction, loyalty, and behavioral intentions. Descriptive analysis, factor analysis and cluster analysis were employed in the study. Different tests such as chi‐square tests, discriminant analysis and ANOVA were used to validate the chosen cluster solution.Findings – Differences were found among the four clusters in terms of their interest in financial services, their usage, and their likelihood of switching. In addition, determinants of satisfa...

Relevance of Corporate Branding to Employee Loyalty: A Cross Country Study

Corporate Brand Management gained in importance in recent literature, but rarely in terms of cross-national effects among employees in a multinational corporation. However, a strong corporate brand can contribute to an enduring differentiating positioning of business units and products. It is not only beneficial to the relationship with external stakeholders. It can also unite and motivate internal stakeholders.