Smart customer experience, customer gratitude, P-WOM and continuance intentions to adopt smart banking services: the moderating role of technology readiness

IF 3.8 Q2 MANAGEMENT

TQM Journal Pub Date : 2023-06-20 DOI:10.1108/tqm-01-2023-0006

M. A. Khashan, Mohamed M. Elsotouhy, Mohamed A. Ghonim, Thamir Hamad Alasker

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引用次数: 0

Abstract

PurposeSmart banking services (SBS) are critical for developing countries to achieve developmental goals. The success of SBS is dependent on the considerable perceived customer experience of provided services. Based on technology adoption studies, this study aims to model smart customer experience (SCE) outcomes by investigating the relationships between SCE, customer gratitude, continuance intentions and positive word-of-mouth (P-WOM).Design/methodology/approachThe current research included 384 bank clients as participants. The data were analyzed using partial least squares structural equation modeling (PLS-SEM).FindingsAccording to the findings, SCE directly increases customer gratitude, continuance intention to adopt smart services and P-WOM. Customer gratitude enhances continuance intentions and P-WOM. Additionally, customer gratitude mediates the relationship between SCE, continuance intention and P-WOM. Finally, the findings revealed that customer innovativeness and optimism play a substantial moderating impact among the variables studied.Originality/valueThis is the first research to include all of these variables. Furthermore, to the best of the authors' knowledge, this is the first empirical study of these linkages in the banking sector of emerging nations.

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智能客户体验、客户感激、P-WOM和采用智能银行服务的延续意愿:技术准备度的调节作用

目的智能银行服务(SBS)对发展中国家实现发展目标至关重要。SBS的成功取决于所提供服务的可观的感知客户体验。本研究以技术采用研究为基础，探讨智能顾客体验、顾客感激、持续意向和正面口碑之间的关系，建立智能顾客体验的模型。设计/方法/方法当前的研究包括384家银行客户作为参与者。采用偏最小二乘结构方程模型(PLS-SEM)对数据进行分析。研究结果显示，SCE直接增加了客户感激度、继续采用智能服务的意愿和P-WOM。客户的感激增强了延续意愿和P-WOM。此外，顾客感激在自我行为能力、继续意向和工作满意度之间具有中介作用。最后，研究结果显示，在研究的变量中，顾客创新和乐观起到实质性的调节作用。原创性/价值这是第一个包含所有这些变量的研究。此外，据作者所知，这是对新兴国家银行业这些联系的首次实证研究。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

TQM Journal Business, Management and Accounting-Business, Management and Accounting (all)

CiteScore

9.10

自引率

0.00%

发文量

114

期刊介绍： Commitment to quality is essential if companies are to succeed in a commercial environment which will be virtually unrecognizable in less than a decade. Changing attitudes, changing perspectives and changing priorities will revolutionise the structure and philosophy of future business practice - and TQM will be at the heart of that metamorphosis. All aspects of preparing for, developing, introducing, managing and evaluating TQM initiatives.