Service quality in mobile banking

International Journal of Bank Marketing, Год журнала: 2025, Номер unknown

Опубликована: Март 12, 2025

Purpose The rise of mobile technologies has driven rapid growth in banking (m-banking), making service quality a central area inquiry for researchers and industry practitioners alike. Despite this focus, understanding m-banking remains fragmented. In regard, article endeavors to provide comprehensive, state-of-the-art overview m-banking. Design/methodology/approach Drawing on systematic review 71 studies, explores the concept through lens theories, constructs, contexts, methods (TCCM), revealing multifaceted nature its role Findings underscores pivotal steering customer-centric outcomes Introducing stimulus-organism-response (S-O-R) framework into discourse m-banking, reveals range quality-, system success-, user-based stimuli, affecting users’ attitude, brand attachment, flow, trust, thus shaping their intended actual behavior, including usage, satisfaction, loyalty, word-of-mouth. Further scrutiny opportunities renewed bridge identifiable gaps by harnessing mixed methods, exploring new probing demographic cross-cultural variations, forging instruments tailored evaluate contemporary quality. Originality/value This distinguishes itself providing comprehensive exploration TCCM. Unlike previous studies that often focus isolated aspects, integrates diverse perspectives offer holistic Employing S-O-R framework, not only maps pathways from stimuli user responses but also identifies critical promising directions.

Язык: Английский

Determinants of patients’ perceived halal health-care services and its impact on word-of-mouth communication

Journal of Islamic marketing, Год журнала: 2025, Номер unknown

Опубликована: Март 24, 2025

Purpose Halal health-care services have emerged as an important sector and a new mode of the service delivery system. This study aims to investigate patients’ perceived influence halal on their engagement in word-of-mouth (WOM) communication with Islamic-friendly hospitals. The examines role attributes (HAT), intrinsic value (INV), ethical responsibility (ERE) hospital ambience (HAM) determining (PHHS) WOM others. Design/methodology/approach A cross-sectional survey was conducted hospitals sample 513 inbound outbound patients. data analyzed using partial least square method through SmartPLS 4.0. Findings findings revealed that HAT, INV, ERE HAM significant positive impact PHHSs. Patients’ is influenced by services. PHHSs mediated relationship between ERE, communication. Originality/value research contributes growing knowledge services, which part global industry. When patients share experiences, it can attract more people hospitals, including both Muslims non-Muslims who appreciate holistic care. helps providers develop better strategies meet religious moral needs while improving community quality well-being.

Язык: Английский

Nurturing Bonds: The Essence of Moral Reasoning in Linking Relationship Marketing Orientation to Customer Value Co-Creation Behavior Through Customer Engagement

Journal of Global Marketing, Год журнала: 2025, Номер unknown, С. 1 - 22

Опубликована: Апрель 18, 2025

Язык: Английский