Effects of perceived cost,service quality,and customer satisfaction on health insurance service continuance

This paper aims to contribute to the universal discourse on financial services continuance behavior by examining the impact of service cost on customers’ service-quality perception and service continuance intention. It presents the results of an empirical study that has explored the impacts of service cost, service quality, and customer satisfaction on health insurance customers’ behavioral intention toward continuing or discontinuing with their service providers. Very few studies had examined the impact of service cost on service-quality perception. Our study attempts to fill that gap. A sample of 820 customers was surveyed, and 624 usable responses were analyzed with ANOVA, standard multiple regression, and logistic regression. Our findings indicate that, although highly satisfied health insurance customers will most likely retain their current service providers, customer dissatisfaction does not necessarily lead to discontinuance. Our results also provide some operational implications for health insurance managers, with strategies for reducing attrition and improving customer retention.     

Mobile banking innovators and early adopters: How they differ from other online users?

The rapid pace of technological development has created opportunities for financial service providers to offer their services via multiple electronic channels. The mobile phone is one of the most promising but so far marginally adopted channel for using financial services by consumers. Earlier literature on innovation adoption argued that those among the first to adopt new innovations possess unique characteristics compared to the majority of consumers. This paper aims to study how mobile banking innovators and early adopters differ from other users of online banking services. An internet survey was conducted among customers of a large Scandinavian bank in Finland yielding 2,675 responses. Logistic regression was used to identify variables differentiating between users of mobile banking and other online banking services. Somewhat contradictory to earlier findings the results indicate that only age (p<0.0005) and gender (p=0.010) differentiate these two groups of customers, while education (p=0.957), income (p=0.624), occupation (p=0.596) and size of the household (p=0.151) were found to be insignificant in differentiating the groups. The results offer service providers better knowledge of the typical mobile banking user thus adding value to their marketing actions in the field of electronic banking.     

Towards a better understanding of mobile banking: the impact of customer experience on trust and commitment

In the current context of ubiquitous connectedness through portable mobile devices and services, it is important to comprehend more fully the nature of consumer/bank interactions and relationships. At the same time, firms in the service sector are trying to provide customers with impactful positive experiences. This article examines the impact of mobile banking experience on trust and commitment based on the customer experience dimensions defined by Schmitt and expanded to include the negative aspect of the affective dimension. A total of 396 panellists of a recognized Canadian research firm responded to a self-administered online questionnaire. Findings demonstrate that the cognitive and negative affective dimensions of mobile experience impact trust, whereas the positive affective/sensory dimension influences commitment. The behavioural and social dimensions do not have significant impacts. This study enriches the theoretical corpus of knowledge in customer experience, relationship marketing and m-banking literature, lending practical implications for mobile services managers. Financial institutions, for example, should offer sensory mobile applications designed to appeal to the eye or to the touch (positive affective/sensory dimension), provide tools and information intended to arouse user curiosity and provoke reflection (cognitive dimension), while avoiding negative experiences which can lead to damaging feelings/emotions such as disappointment and anger (negative affective dimension).     

Variables influencing the customer relationship management of banks

Banks are important role players to the economy of any country. However, to survive in a competitive business environment banks need to focus on building and maintaining client relationships and to identify how their employees influence these relationships. This study investigates the influence of variables, with regard to bank employees, on the customer relationship management (CRM) of banks. A literature study explains CRM, the banking industry and employees' involvement with banking clients. To assess the impact of the predetermined variables from literature on the CRM of banks, a number of hypotheses were constructed and tested empirically among a sample of banking clients. The findings reveal that the variables knowledgeability and attitude of bank employees have a statistically significant impact on the effectiveness of the CRM strategies of banks. Based on the findings of the empirical investigation, strategies are provided for banks to improve their employees' knowledgeability and attitude in order to ensure more effective CRM strategies.     

Examining the impact of the attractiveness of alternatives on customers’ perceptions of price tolerance: Moderation and mediation analyses

The current literature provides mixed support for the positive influence of competitors on customers’ perceptions of price tolerance (Herrmann et al, Psychology & Marketing, 2004 21(7), 533–551). This paper examines a number of mediators and moderators of this relationship, such as positive switching barriers, negative switching barriers and customer satisfaction. A total of 162 valid responses was collected from the financial brokerage context by means of a random sample. The data were analysed using the Partial-least square (PLS) approach to structural equation modelling. The findings show that customers’ satisfaction with the service provider partially mediates the positive effect of alternatives on price tolerance. Negative, not positive, switching barriers were found to weaken the effect on price tolerance of the attractiveness of alternatives.     

Online banking services: a meta-analytic review and assessment of the impact of antecedents and consequents on satisfaction

This paper provides a meta-analysis of the generalizations in the relationships between the antecedents and consequents of satisfaction with online banking services. In total, 118 observations were analysed, with a sample of 49,607 respondents in 39 published articles from studies indexed in ten databases (Jstor, Emerald, PsycINFO, Taylor & Francis, Elsevier Science Direct, Scopus, ProQuest, SciELO, Google Scholar and EBSCO). Specifically, for the data analysis, we used the correlation coefficient r (plus χ², f test, t test, z test and β values). The results showed that constructs related to uncertainty, as evoked by online devices, system performance, quality of device content and online banking device structures, are significant and positive antecedents of consumer satisfaction. We also found that satisfaction with online banking services promotes trust and loyalty. Finally, we also detected that the relationship between reliability, satisfaction and service quality is stronger among Western banking consumers.     

Through bubbles and crises: An analysis of the <Emphasis Type="Italic">Journal of Financial Services Marketing</Emphasis> from 2000 to 2012

This article presents an analysis of all publications of the Journal of Financial Services Marketing (JFSM), from 2000 until the end of 2012. The objectives of this study were: (i) to compare the subjects covered by the journal with industry trends, and identify opportunities for future research, and (ii) to assess the journal’s development over time and its influence in the field of financial services marketing. Data for this content analysis was collected manually from the publisher’s Website and from each paper, and a grounded theory approach was used to group the papers into clusters based on emerging themes. The study indicates that JFSM has been successful in covering the industry’s most important trends, including mobile banking, relationship management, Customer Relationship Management (CRM) and service quality. A number of gaps were identified, in particular regarding mobile banking services and the impact of new online business models (for example, PayPal, crowdfunding, Bitcoin). These findings should assist JFSM’s editorial board to determine its future direction, and offer readers insight into industry trends and the journal’s role in covering them.     

The role of electronic word of mouth,conventional media,and subjective norms on the intention to purchase <Emphasis Type="Italic">Sharia</Emphasis> insurance services

The aim of this study was to investigate the effect of electronic word of mouth (eWOM) and conventional media on subjective norms and intention to purchase Sharia insurance in Indonesian Muslim society. The research data consisted of 458 Muslim clients who were members of an online community and also policy holders of Sharia insurance in the three largest cities in Indonesia: Jakarta, Semarang, and Surabaya. This study used purposive sampling and structural equation modeling. The research showed that eWOM and conventional media can affect subjective norms. Additionally, subjective norms have a significant effect on the intention to purchase among Sharia insurance customers. This study validated the importance of the variables of eWOM and conventional media in influencing subjective norms and intention to purchase. For Sharia insurance company management, this study can serve as a very useful reference in drafting and formulating campaign strategies. This study also justifies the integrated relationship between eWOM and conventional media with subjective norms and intention to purchase Sharia insurance.     

The impact of SEC investigations and accounting and auditing enforcement releases on firms’ cost of equity capital

I study the impact of an SEC investigation (as captured by accounting and auditing enforcement releases) on a firm’s cost of equity capital. AAERs are often used in accounting literature as a proxy for fraudulent financial reporting. Fraudulent financial reporting should lead to an increase in cost of equity capital as a firm’s future cash flows become less certain. Overall, this study provides evidence of changes in cost of equity capital for firms targeted by an SEC AAER on the date the investigation is first made public.     

<Emphasis Type="Italic">Shariah</Emphasis>-compliant equities: Empirical evaluation of performance in the European market during credit crunch

Islamic finance is based on the Islamic Jurisprudence as prescribed by the Shariah, and has witnessed significant growth and development in the recent decades. During the period of economic slowdown and following the financial crisis during FY 2007–2009, it was claimed that Islamic financial system seemed to be better in coping with economic slowdowns than conventional financial systems. The article analyses whether the same holds true for Shariah-compliant equities in the market, that is, whether Shariah-compliant equities perform better in the market as compared to the general market. Three portfolios are constructed based on the constituents of S&P Europe 350 to represent the overall market, the market without the financial firms and the market of Shariah-compliant equities. It is found that the portfolio of Shariah-compliant equities outperforms the other two portfolios in all aspects of analysis. However, it slightly underperforms the market portfolio when there is an upward growth trend in the economy. The findings of this article are very relevant for policymakers, investors and fund managers to determine policy matters, deciding on investment and marketing strategy for Islamic capital market products.     

Enhancement of value investing strategies based on financial statement variables: the German evidence

This paper examines the added-value of combining traditional valuation ratios with each other as well as with some financial statement variables in the German stock markets during the 2000–2015 period. The results show that combination pays off and, moreover, that the benefits of combination are greater in Germany than in most other developed stock markets. Particularly, we find strong evidence of the added-value of using Piotroski’s F-score as a supplementary selection criterion for value stocks as well as for low-accrual stocks. Our results show further that the F-score also boosts the efficacy of other valuation ratios besides the book-to-price ratio. In addition, the inclusion of F-score besides a relative value measure tends to increase the average market equity of portfolio firms. The decomposition of the full-sample-period performance into separate bull- and bear-period performance shows clearly that the better performance of F-score-boosted portfolios is mostly attributable to their outperformance during bearish periods, even though on average, they also generate higher bull-period returns than the comparable value portfolios formed without F-score. The use of F-score as a supplementary criterion also increases the proportion of stocks that earn above-market-average returns during the subsequent holding period. For the first time in the financial literature, we also document a strong relationship between high F-score stocks and momentum stocks.     

Analysing corporate insolvency in the Gulf Cooperation Council using logistic regression and multidimensional scaling

In this paper, we examine corporate insolvency in the Gulf Cooperation Council (GCC) region between 2004 and 2011. Data comprises 28 financial ratio variables from 112 firms. We use Logit regression with best-subset selection criteria to investigate the predictive value of the ratios in the GCC context, particularly cash flow-based ratios. We also examine the main dimensions of the ratios, and the weights firms attach to them, using 3-way Multidimensional Scaling (MDS). We find that a parsimonious Logit model with the profitability ratio EBITTL, the leverage ratio TLTA and the cash flow ratios CFFOTA and CFFOCL can predict insolvency, ex-ante, with 84.8, 95.6 and 73.9 % overall, type I and II accuracy, respectively. From MDS, we uncover four financial-ratio dimensions: (i) ‘Non-strategic sales activities’, (ii) ‘Profitability and financial stability balance’, (iii) ‘Sales activities against capital conversion’; and (iv) ‘Market value against cash generation’. Insolvent firms appear very specific and attach most salience to the ‘Non-strategic sales activities’ dimension, unlike solvent firms which attach more salience to the other three dimensions. Therefore, the results imply that, to reduce susceptibility to insolvency in the GCC, managers should focus less on non-strategic sales activities.     

Punitive Damages in Bad Faith Actions Against Insurers in the USA: The Impact of <Emphasis Type="Italic">Campbell v. State Farm</Emphasis>

This article provides an overview of the history and practice of punitive damages in the USA, including U.S. Supreme Court resistance to punitive damages beginning in the 1990s. The 2003 Campbell decision continued this doctrinal trend in an case of seemingly egregious insurer “bad faith.” Examining insurance bad faith cases after Campbell, it appears that the Court’s decision had a practical impact as well as a doctrinal impact. Since Campbell, insurers appear to have enjoyed greater judicial protection against punitive damages in bad faith cases, expanding a trend discernable after the Court’s 1996 BMW v. Gore decision. However, the 50 states have not modified their jury instructions on punitive damages since these decisions, seemingly ceding this area to the courts as a matter of federal constitutional review. The 2007 Williams v. Philip Morris decision continued the trend in a non-insurance case, as the court overturned a large punitive award against a tobacco company.     

Das Direktanspruchsstatut nach dem EuGH-Urteil „Odenbreit“

This Article deals with the impact of the ECJ’s decision in the case “Odenbreit” in which it allowed the injured person—in the concrete case injured in a car accident—to sue the liability insurer of the tortfeaser, both domiciled in another Member State, by means of the direct action, in the Member State of his or her own domicile. As a consequence, the court situated at the domicile of the injured person has to apply foreign law, which brings about some disadvantages to the injured person. The application of the lex fori, however, enjoys several advantages. The analysis shows to what extent the application of the lex fori would be possible de lege lata and de lege ferenda.     

Using Google Scholar citations to rank accounting programs: a global perspective

We conduct an assessment on accounting program research performance based on Google Scholar citations for all articles from a set of 23 quality accounting journals during 1991–2010. Our work is a new approach in accounting by directly measuring the impact of the faculty research in accounting programs. We find that the top-5 accounting programs are the University of Pennsylvania, the University of Chicago, Stanford University, the University of Michigan, and Harvard University. These top programs produce a large number of high impact articles. In addition, using the mean citations from all articles in a journal, we find that the Review of Accounting Studies (RAST) is a top-5 journal, replacing Contemporary Accounting Research (CAR).     

Do equity-based <Emphasis Type="Italic">Sukuk</Emphasis> structures in Islamic capital markets manifest the objectives of Shariah??

The Islamic capital market is an important component of the overall Islamic financial system especially in providing an element of liquidity to the otherwise illiquid assets. Like its conventional counterpart, Islamic capital markets complement the investment role of the Islamic banking sector in raising funds for long-term investment. These long-term investments are facilitated through various Shariah contracts and instruments ensuring efficient mobilisation of resources and their optimal allocation. This article aims at reviewing equity-based Sukuk structure, which is one of the most popular instruments used in Islamic capital market today. This article argues that some innovations made in structuring Sukuk, which try to achieve the same economic outcome like conventional instruments, distort the vision of Islamic economics based on justice and equitability. These visions are deeply inscribed in the objectives of Shariah, also known as Maqasid al-Shariah. This distortion stems from the restricted view of understanding Shariah, by only focussing on the legal forms of a contract rather than the substance especially when structuring a financial product. The overemphasis on form over substance leads to potential abuse of Shariah principles in justifying certain contracts, which in fact are contradictory to the Shariah text and ultimately undermining the higher objectives of Shariah. In the final analysis, this article concludes that the substance of a contract that has greater implications to the realisation of Maqasid al-Shariah should be equally looked into. Otherwise, Islamic finance just appears as an exercise of semantics; the functions and operations are really no different from conventional banks, except in the use of euphemisms to disguise interest and circumvent the many Shariah prohibitions.     

The SMEs’ perspective of trust in a B2B relationship

Despite the diversity in its associated definition and related structures, the role of trust in underpinning long-term business relationships is well established. This article presents an instrument to assess trust from the perspective of Nigerian Small and Medium Enterprises (SMEs) towards their banks, an area with limited research to date. Items borrowed from various scale sets presented in existing studies are combined to assess trust by encompassing both the dimensions of credibility and benevolence. Data were collected from 221 SMEs via a self-administered questionnaire completed either by the SME owner or senior manager with responsibility for relationship with their bank, providing 199 usable records. An Exploratory Factor Analysis was used to determine the underlying data structure, with subsequent deployment of Cronbach’s α as a post-hoc assessment of the internal reliability of the retained factors. The analysis presented suggests that the SMEs’ perspective of the trust they have in their banks primarily encompasses credibility, supported by only a marginal presence of benevolence. In absolute terms, these SMEs declare a strongly positive level of credibility-based trust towards their banks despite the financial crises that have plagued the Nigerian banking industry. The originality of this work lies in the investigation of a business-to-business relationship involving SMEs and banks from the perspective of the former in an under-researched emerging economy setting.     

Risk Aversion,Downside Risk Aversion and Paying for Stochastic Improvements

This paper considers the relationship between risk preferences and the willingness to pay for stochastic improvements. We show that if the stochastic improvement satisfies a double-crossing condition, then a decision maker with utility v is willing to pay more than a decision maker with utility u, if v is both more risk averse and less downside risk averse than u. As the condition always holds in the case of self-protection, the result implies novel characterizations of individuals’ willingness to pay to reduce the probability of loss. By establishing a general result on the correspondence between an individual's willingness to pay, and his optimal purchase of stochastic improvement when there is a given relationship between stochastic improvements and the amount paid for them, we further show that all results on the willingness to pay can be applied directly to characterize the conditions under which a more risk averse individual will optimally choose to buy more stochastic improvement. Generalizations of existing results on optimal choice of self-protection can be obtained as corollaries.     

Small-time ruin for a financial process modulated by a Harris recurrent Markov chain

We consider a nonstandard ruin problem where: (i) the increments of the process are heavy-tailed and Markov-dependent, modulated by a general Harris recurrent Markov chain; (ii) ruin occurs when a positive boundary is attained within a sufficiently small time. Our main result provides sharp asymptotics for the small-time probability of ruin, viz., P(sup? _{n≤δ u} S _n ≥u), where {S _n } denotes the discrete partial sums of the process and δ∈(0,1/μ), where μ is the mean drift. We apply our results to obtain risk estimates which quantify, e.g., repetitive operational risk losses or the extremal behavior for a GARCH(1,1) process.     

Quadratic minimization with portfolio and terminal wealth constraints

We address a problem of stochastic optimal control drawn from the area of mathematical finance. The goal is to minimize the expected value of a general quadratic loss function of the wealth at close of trade when there is a specified convex constraint on the portfolio over the trading interval, together with a specified almost-sure lower-bound on the wealth at close of trade. We use a variational approach of Rockafellar which leads naturally to an appropriate vector space of dual variables, a dual functional on the space of dual variables such that the dual problem of maximizing the dual functional is guaranteed to have a solution (i.e. a Lagrange multiplier) when a simple and natural Slater condition holds for the terminal wealth constraint, and obtain necessary and sufficient conditions for optimality of a candidate wealth process. The dual variables are pairs, each comprising an Itô process paired with a member of the adjoint of the space of essentially bounded random variables measurable with respect to the event \(\sigma \)-algebra at close of trade. The necessary and sufficient conditions are used to construct an optimal portfolio in terms of the Lagrange multiplier. The dual problem simplifies to maximization of a concave function over the real line when the portfolio is unconstrained but the terminal wealth constraint is maintained.