Alternative Models of Trustworthiness of Service Providers

ABSTRACT

The structure and dimensionality of the trustworthiness construct are important theoretical and practical issues. Building on the work of Ennew and Sekhon and based on a sample of 625 respondents, this research identifies a six-factor structure of trustworthiness of service providers in the retail banking sector: customer orientation, integrity and honesty, communication and similarity, shared values, expertise, and ability and consistency. After assessing the reliability and validity of this factor structure, the study also compares the five alternative models of trustworthiness. Results indicated that the trustworthiness model with the six first-order factors has the best model fit. Higher order confirmatory factor analysis was used to identify three second-order trustworthiness factors, which are competency, openness, and benevolence. The various dimensions of trustworthiness are viewable as levers of improving a bank's trustworthiness in the minds of its current and potential customers.     

“The World's Local Bank”: HSBC's Expansion in the US,Canada and Mexico

ABSTRACT

HSBC has built up a major retail banking presence in Canada, the US, and Mexico. This strategy is unusual both in its conception and execution. HSBC has pursued its strategy through an aggressive series of acquisitions, and its strategy in North America may prefigure its strategy for Europe and South America. The evidence suggests that HSBC first aimed to diversify out of Hong Kong and then to overcome limits on domestic growth. HSBC's continuing success will depend on its ability to acquire and integrate its acquisitions, and to be better than its local competitors at managing a multi-unit organization.

RESUMEN. El HSBC se ha ido expandiendo, hasta convertirse en el banco comercial con mayor presencia en Canadá, los Estados Unidos y México. Esta estrategia es poco común, tanto en su concepción como en su ejecución. El HSBC ha implementado esta estrategia a través de una serie de adquisiciones agresivas, y a través de su estrategia en los Estados Unidos se puede pronosticar la que utilizará en Europa y América del Sur. Todo indica que el primer objetivo del HSBC consistió en diversificarse fuera de Hong Kong y, a continuación. superar su crecimiento doméstico. El continuado éxito del HSBC dependerá de su habilidad en comprar e integrar sus adquisiciones. y de ser mejor que su competencia local en la administración de una organización multi-unidades.

RESUMO. O HSBC consolidou a sua presença como um grande banco de varejo no Canadá, nos Estados Unidos e no México. Esta estratégia é incomum tanto pela sua concepção quanto pela sua execução. O HSBC perseguiu esta estratégia através de uma seqüência agressiva de aquisições, e a sua estratégia na América do Norte parece ser a mesma para a Europa e para a América do Sul. A evidência sugere que o HSBC pretendia, em princípio. diversificar a sua atuação fora de Hong-Kong e, então. superar os limites do crescimento doméstico. O seu sucesso contínuo dependerá da sua habilidade em adquirir e integrar as suas aquisições. tornando-se melhor do que os seus competidores locais na administração de uma organização com múltiplas unidades.     

我国外资银行与中资银行的环境和竞争能力分析

随着中我国经济的发展和实力的提升,中国金融业也取得了长足的进展,外资银行在中国取得的成绩,对中国金融市场的发展做出了一定的贡献。中资银行与外资银行的共同成长使得银行业创新与发展、对中国的经济建设也发挥了重要作用。在当前我国的银行中,中资银行依然是占据了相对主导和决定性地位,政治环境与经济环境的变化将使得金融市场更加的开放,在这种条件下,外资银行与中资银行都应该不断提高自身的核心竞争力,在相互竞争与互利的情况下寻求发展的新路线。     

Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting

Understanding and measuring electronic service quality including its dimensions has become crucial since a growing volume of business takes place in the cyber world. This paper focuses on measuring electronic service quality and service recovery issues by means of E-S-QUAL and E-RecS-QUAL scales in a pure service oriented setting and across a culturally different consumer group than the original scale. This research covers 2017 customers' assessment of the electronic service quality offered by 13 banks in Turkey. Findings suggest a refined and more stable version of the E-S-QUAL scale for the internet banks. Comprehensive psychometric tests also suggest that E-RecS-QUAL is an appropriate tool to evaluate online service recovery in consumer research.     

Evaluating service quality and consumer satisfaction in emerging markets

Developing economies offer tremendous potential for future growth and organizations appreciating these consumers’ requirements stand to reap considerable returns. However, compared with more developed economies published consumer studies are few. In particular, there is a dearth of service quality research and hardly any from Africa. Furthermore, the little available research tends to apply Western methodologies, which may not be entirely appropriate. This research investigates East African consumer perceptions of retail banking using an approach that takes account of the research context. Qualitative research was undertaken to define the relevant service attributes. Performance along these was then investigated through a survey with over 2000 respondents. Principal component analysis identifies 13 core service dimensions and multinomial logistic regression reveals which are the key drivers of customer satisfaction. Comparison of the results with studies from other regions confirms that established standardized research instruments are likely to miss or under‐represent service attributes important in developing countries.     

Identifying Customer Loyalty Supporting Factors in the Retail Banking Context: An Empirical Examination

This article aims to identify factors which support customer loyalty, either through dedication or by imposing constraints, and subsequently empirically analyzes the relationship between identified factors and the attitudinal and behavioral component of loyalty in the context of retail banking. Data collected from a sample of 293 retail banking customers have been analyzed through structural equation modeling. The study results suggested two constraint promoting factors and one dedication promoting factor which supported loyalty. The study contributes to knowledge by empirically testing the qualitative model and coming out with empirically proven dedication-promoting and constraint-promoting loyalty supporting factors.     

Studying Ethical Judgments and Behavioral Intentions Using Structural Equations: Evidence from the Multidimensional Ethics Scale*

The linkage between ethical judgment and ethical behavioral intention was investigated. The Multidimensional Ethics Scale (MES) was used to measure ethical judgment ratings of hypothetical behaviors in retail, sales, and automobile repair scenarios. Confirmatory factor analysis on a sample of 300 undergraduate business students showed that a model with three latent variables representing three correlated ethical dimensions of moral equity, relativism, and contractualism, three correlated scenario latent variables, and correlated residuals presented a good fit to the data. Further, structural models of the relationship of ethical judgment to behavioral intentions revealed that behavioral intentions were more highly related to the scenario factors than to the ethical dimensions across three scenarios. Adding a method factor to the model improved goodness-of-fit and changed some structural model conclusions.

Integrating internal customer orientation,internal service quality,and customer orientation in the banking sector: an empirical study

The purpose of this paper is to examine the interrelationships between internal customer orientation (ICO), internal service quality (ISQ), and customer orientation (CO) to develop and test a conceptual model of the antecedents of CO in the banking sector. The conceptual framework consists of the following constructs: ICO, interdepartmental conflict, interdepartmental connectedness, ISQ, job satisfaction, empowerment, and CO. Moreover, 10 hypotheses were developed and tested using a sample of 202 banks. Reliability analysis and confirmatory factor analysis have been used to test the validity of the constructs, while the structural equation modelling has been used in hypotheses testing. The strength of the relationship between the constructs indicates that features of the suggested CO model including interdepartmental connectedness, interdepartmental conflict, job satisfaction, and empowerment are crucial to achieving business performance and CO. The results which emerged from our hypothesised model were found to support that ICO leads to ISQ and in turn CO. In particular, all variables show strong support for our hypothesised model, however, interdepartmental conflict was found to be a negative indicator. Findings suggest that the CO model can be deployed as a means of enhancing organisational behaviour to improve business performance.