Influence of Service Quality, Corporate Image, Perceived Value, Switching Costs and Culture on Customer Behavioural Responses in the Nigerian Banks

Influence of Service Quality, Corporate Image, Perceived Value, Switching Costs and Culture on Customer Behavioural Responses in the Nigerian Banks

The study aims to explore the influence of functional quality, technical quality, perceived value and corporate image on customer behavioural responses with the moderating effect of switching costs and culture. To this end, a conceptual model was developed based on the extant literature to test the...

Full description

Saved in:
Bibliographic Details
Main Author: Maiyaki, Ahmed Audu
Format: Thesis
Language:eng
Published: 2012
Subjects:
HF5415.33 Consumer Behavior.
HG Finance
Online Access:https://etd.uum.edu.my/3754/1/s92184.pdf
Tags: Add Tag
No Tags, Be the first to tag this record!
id my-uum-etd.3754
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
advisor Mohd Mokhtar, Sany Sanuri
topic HF5415.33 Consumer Behavior.
HG Finance
spellingShingle HF5415.33 Consumer Behavior.
HG Finance
Maiyaki, Ahmed Audu
Influence of Service Quality, Corporate Image, Perceived Value, Switching Costs and Culture on Customer Behavioural Responses in the Nigerian Banks
description The study aims to explore the influence of functional quality, technical quality, perceived value and corporate image on customer behavioural responses with the moderating effect of switching costs and culture. To this end, a conceptual model was developed based on the extant literature to test the relationship. Theories of Planned Behaviour, Expectation-Disconfirmation and Subjective Expected Utility were employed to explain the relationship among the constructs in the conceptual model. Using a survey research design, a sample of 555 retail bank customers was drawn through multistage cluster sampling. Combinations of descriptive and inferential statistics were performed aided by Statistical Package for Social Science (SPSS) and Structural Equation Modelling (SEM) using Analysis of Moment Structures (AMOS). The findings revealed that technical quality, perceived value and corporate image have a significant positive relationship with behavioural intention. However, functional quality does not have a significant relationship with behavioural intention. Similarly, as expected, it was found that customer behavioural intention is positively and significantly related to the actual customer behaviour. Further investigation using multigroup analysis revealed that switching costs, individualism and uncertainty avoidance have a significant moderating effect on the paths between technical quality, perceived value and corporate image, on the one hand, and behavioural intention, on the other hand. In contrast, switching costs, individualism and uncertainty avoidance do not have any significant moderating influence on the paths between functional quality and behavioural intention. As managerial and policy recommendations, managers should emphasise more on “what” is actually delivered to customers rather than the “how” or the process of delivery. Similarly, bank policy makers should deliver their services appropriately in such a way that customers perceive greater benefits than the sacrifices they made. Additionally, the policy makers should strive to gain a positive image in the customers’ minds. Finally, directions for future research were discussed.
format Thesis
qualification_name Ph.D.
qualification_level Doctorate
author Maiyaki, Ahmed Audu
author_facet Maiyaki, Ahmed Audu
author_sort Maiyaki, Ahmed Audu
title Influence of Service Quality, Corporate Image, Perceived Value, Switching Costs and Culture on Customer Behavioural Responses in the Nigerian Banks
title_short Influence of Service Quality, Corporate Image, Perceived Value, Switching Costs and Culture on Customer Behavioural Responses in the Nigerian Banks
title_full Influence of Service Quality, Corporate Image, Perceived Value, Switching Costs and Culture on Customer Behavioural Responses in the Nigerian Banks
title_fullStr Influence of Service Quality, Corporate Image, Perceived Value, Switching Costs and Culture on Customer Behavioural Responses in the Nigerian Banks
title_full_unstemmed Influence of Service Quality, Corporate Image, Perceived Value, Switching Costs and Culture on Customer Behavioural Responses in the Nigerian Banks
title_sort influence of service quality, corporate image, perceived value, switching costs and culture on customer behavioural responses in the nigerian banks
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2012
url https://etd.uum.edu.my/3754/1/s92184.pdf
_version_ 1747827640059822080
spelling my-uum-etd.37542016-04-20T00:32:27Z Influence of Service Quality, Corporate Image, Perceived Value, Switching Costs and Culture on Customer Behavioural Responses in the Nigerian Banks 2012 Maiyaki, Ahmed Audu Mohd Mokhtar, Sany Sanuri Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. HG Finance The study aims to explore the influence of functional quality, technical quality, perceived value and corporate image on customer behavioural responses with the moderating effect of switching costs and culture. To this end, a conceptual model was developed based on the extant literature to test the relationship. Theories of Planned Behaviour, Expectation-Disconfirmation and Subjective Expected Utility were employed to explain the relationship among the constructs in the conceptual model. Using a survey research design, a sample of 555 retail bank customers was drawn through multistage cluster sampling. Combinations of descriptive and inferential statistics were performed aided by Statistical Package for Social Science (SPSS) and Structural Equation Modelling (SEM) using Analysis of Moment Structures (AMOS). The findings revealed that technical quality, perceived value and corporate image have a significant positive relationship with behavioural intention. However, functional quality does not have a significant relationship with behavioural intention. Similarly, as expected, it was found that customer behavioural intention is positively and significantly related to the actual customer behaviour. Further investigation using multigroup analysis revealed that switching costs, individualism and uncertainty avoidance have a significant moderating effect on the paths between technical quality, perceived value and corporate image, on the one hand, and behavioural intention, on the other hand. In contrast, switching costs, individualism and uncertainty avoidance do not have any significant moderating influence on the paths between functional quality and behavioural intention. As managerial and policy recommendations, managers should emphasise more on “what” is actually delivered to customers rather than the “how” or the process of delivery. Similarly, bank policy makers should deliver their services appropriately in such a way that customers perceive greater benefits than the sacrifices they made. Additionally, the policy makers should strive to gain a positive image in the customers’ minds. Finally, directions for future research were discussed. 2012 Thesis https://etd.uum.edu.my/3754/ https://etd.uum.edu.my/3754/1/s92184.pdf text eng validuser Ph.D. doctoral Universiti Utara Malaysia Abdullateef, A. O., Mokhtar, S. S. M., & Yusoff, R. Z. (2011). The strategic impact of technology based CRM on call centers’ performance. Journal of Internet Banking and Commerce, 16(1). Retrieved from http://www.arraydev.com/commerce/jibc/ Abe, M. (1998). Measuring consumer, nonlinear brand choice response to price. Journal of Retailing, 74(4), 541-568 Ajzen I, (2002). Residual effects of past on later behaviour: Habituation and reasoned action perspectives. Personal Social Psychology Review, 6(2), 107- 122. Ajzen, I. (1991). The theory of planned behaviour. Organizational Behaviour and the Human Decision Process, 50, 179-211. Ajzen, I. (1985). From intentions to actions: A theory of planned behaviour. In Kuhl, J. and Beckmann, J. (Ed.), Action-Control: From Cognition to Behaviour (pp. 11- 39). Heidelberg: Springer-Verlag. Ajzen, I., & Fishbein, M. (1980). Understanding Attitudes and Predicting Social Behaviour. New Jersey: Prentice-Hall, Englewood Cliffs. Ajzen, I., & Fishbein, M. (1969). The prediction of behavioural intentions in a choice situation. Journal of Experimental Social Psychology, 24(3), 207-24. Albarracın, D., Johnson, B.T., Fishbein, M., & Muellerleile, P. (2001). Reasoned action and planned behaviour as models of condom use: A meta-analysis. Psychological Bulletin, 127, 142–161. Aleassa, H. (2009). Investigating consumers’ software piracy using an extended theory of reasoned action. Unpublished doctoral dissertation, Southern Illinois University-Carbondale Alexandris, K., Dimitriadis, N., & Markata, D. (2002). Can perceptions of service quality predict behavioural intentions? An exploratory study in the hotel sector in Greece. Managing Service Quality, 12(4), 224-31. Alias, N. (2008). Driving salespeople’s performance : The role of market orientation, organisational control, perceived organisational support, individual competence and individualism-collectivism. Unpublished doctoral dissertation, University of Warwick, UK Alreck, P.L., & Settle, R.B. (1995). The survey research handbook (2nd ed.). Boston: Irwin Amin, M., & Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 1(3), 191-209 Armitage, C. J., & Conner, M. (2000). Social cognition models and health behaviour: A structured review. Psychology and Health, 15, 173-189 Armitage, C. J., & Conner, M. (2001). Efficacy of the theory of planned behaviour: A meta-analytic review. British Journal of Social Psychology, 40, 471–499 Anaro, B. (2009, November 18). Banking sector in The Gambia lies in Nigeria’s strength. BusinessDay. Retrieved from http://www.businessdayonline.com/index Andreassen, T.W., & Lindestad, B. (1998). Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management, 9(1), 7-23. Anderson, J. C., & Gerbing, D. W. (1988). Structural Equation Modelling in practice: A review and recommended two-stage approach. Psychological Bulletin, 103 (3), 411-423 Anderson, E.W., & Mittal, V. (2000). Strengthening the satisfaction-profit chain. Journal of Service Research, 3(2), 107-120. doi: 10.1177/109467050032001 Angur, M.G., Nataarajan, R., & Jahera, J.S Jr. (1999). Service Quality in the Banking Industry: An assessment in the developing economy. International Journal of Bank Marketing, 17(3), 116 – 123. Asika, N. (1991). Research Methodology in the Behavioural Sciences. Lagos: Longman Nig. Plc Asikhia, O. (2010). Positioning a bank service in Nigeria: A conceptual framework. International Journal of Business and Management, 5(8), 146-153 Asma, A. (1996). Going glocal: Cultural dimensions in Malaysian management. Kuala Lumpur: Malaysian Institute of Management (MIM). Avkiran, N.K. (1994). Developing an Instrument to Measure customer Service in Branch Banking. International Journal of Bank Marketing, 12(6), 10-18. Aydin, S., & Ozer G. (2005). The analysis of antecedents of customer loyalty in Turkish mobile telecommunication market. Euroupean Journal of Marketing, 7(8), 910- 25. Aydin, S., Ozer, G., & Arasil, O. (2005). Customer loyalty and the effect of switching costs as a moderator variable: A case in the Turkey mobile phone market. Marketing Intelligence and Planning, 23(1), 89-103 Babakus, E., & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253-268. Babbie, E. (1990).Survey research methods (2nd ed.). California: Wadsworth, Inc Babin, B.J., Darden, W.R., & Griffin, M. (1994). Work and/or fun? Measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20(4), 644–56. Bagozzi, R. P. (1980). Causal Models in Marketing. New York: John Wiley. Bagozzi, R.P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94. Baker, D.A., & Crompton, J.L. (2000). Quality satisfaction and behavioural intentions. Annals of Tourism Research, 27(3), 785-804. Baker, J. A., & Lamb, C. W. (1993). Measuring architectural design service quality. Journal of Professional Service Marketing, 10(1), 89-106 Balabanis, G., Reynolds, N., & Simintiras, A. (2006). Bases of e-store loyalty: Perceived switching barriers and satisfaction. Journal of Business Research, 59(2), 214–224. Baldinger, A.L., & Ruben, J. (1996). Brand loyalty: The link between attitude and behaviour. Journal of Advertising Research, 36(6), 22-34. Balian, E. S. (1982). How to design, analyze, and write doctoral research: The practical guidebook. New York: University Press of America. Bambauer-Sachse, S., & Grewal, D. (2011). Temporal reframing of prices: When is it beneficial? Journal of Retailing, 87, 156–165 Bansal, H. S., & Voyer, P. A. (2000). Word-of-mouth processes within a services purchase decision context. Journal of Service Research, 3(2), 166–177. Bahia, K., & Nantel, J. (2000). A reliable and valid measurement scale for the perceived service quality of banks. International Journal of Bank Marketing, 18(2), 84 – 91 Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173- 1182 Bauer, R.A., & Greyser, S.A. (1986), Advertising in America: The Consumer View, Boston, MA: Harvard University Baumgartner, H., & Steenkamp, J.E.M, (1996). Exploratory consumer buying behaviour: conceptualisation and measurement. International Journal of Research and Marketing. 13, 121-137 Bearden, W. O., & Teel, J. E. (1983). Selected Determinants of Consumer Satisfaction and Complaint Reports. Journal of Marketing Research, 20(1), 21-28. Bejou, D., & Palmer, A. (1998). Service failure and loyalty: an exploratory empirical study of airline customers. Journal of services marketing, 12(1), 7-22 Bell, P. A., Greene, T, C, Fisher, J. D., & Baum, A. (2001). Environmental psychology (5th ed.). California: Thompson Wadsworth. Bendapudi, N., & Berry, L.L. (1997). Customers’ motivations for maintaining relationships with service providers. Journal of retailing, 71(3), 223-47 Bentler, P. M. (1988). Comparative Fit Indexes in structural models. Psychological Bulletin, 107, 238-246 Berry, L.L. (1995). On Great Service. New York, NY : Free Press Berry, L.L., & Parasuraman, A. (1991). Marketing Services: Competing through quality. New York: Free Press Berry, J.W., Poorting, Y.H., Segall, M.H., & Dasen, P.R. (1992). Cross cultural psychology: Research and applications. Cambridge UK: Cambridge University Press Bigne, J. E., Sanchez, M. I., & Sanchez, J. (2001). Tourism image, evaluation variables and after purchase behaviour: Inter-relationship. Tourism Management, 22, 607– 616 Bitner, M.J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54 (2), 69- 82 Blery, E., Batistatos, N., Papastratou, E., Perifanos, I. Remoundaki, G., & Retsina, M. (2009). Service quality and customer retention in mobile telephony. Journal of Targeting, Measurement and Analysis for Marketing, 17, 27-37. doi: 10.1057/jt.2008.26 Bloemer, J., Ruyter, K., & Pascal, P. (1998). Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing, 16(7), 276-286. Blue, C. L. (1995). The predictive capacity of theory of reasoned action and the theory of planned behaviour in exercise research: An integrated literature review. Research in Nursing and Health, 18, 105-121. Bollen, K. A. (1990). Overall fit in covariance structure models: Two types of sample size effects. Psychological Bulletin, 119, 111-137. Bolton R.N., & Drew J.H. (1991b). A multistage model of customers’ assessment of service quality and value. Journal of Consumer Research, 17(4), 375-384 Booms, B. H., & Bitner, M.J. (1981). Marketing strategies and organization structures for services firms. In J. Donnelly & W. George, (Eds.), Marketing of Services (pp. 47-51). Chicago: American Marketing. Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V.A. (1993). A dynamic process model of service quality: from expectations to behavioural intentions. Journal of Marketing Research, 30(1), 7-27. Bowen, D. E., & Schneider, B. (1988). Services Marketing and Management: Implications for Organizational Behaviour. Research on Organizational Behaviour, 10, 43-80 Britt, S.H. (1960), The Spenders, New York, NY: McGraw-Hill. Britt, S.H. (1966), Consumer Behaviour and the Behavioural Sciences: Theories and Applications. New York, NY: Wiley Publishing. Brown, J. J., & Reingen, P. H. (1987). Social ties and word-of-mouth referral behaviour. Journal of Consumer Research, 14(3), 350–362. Brown, T. J., Churchill, Jr. G. A., & Peter, J. P. (1993). Improving the measurement of service quality. Journal of retailing, 69(1), 127-139 Brown, S.W., & Bond, E.U. III (1995). The internal/external framework and service quality: Toward theory in services marketing. Journal of Marketing Management, 19(4), 49-67. Burnham, T.A., Frels, J.K., & Mahajan, V. (2003). Consumer switching costs: a typology, antecedents, and consequences. Journal of the Academy of Marketing Science, 31(2), 109-26. Byrne, B. M. (2010). Structural Equation Modelling with AMOS: Basic concepts, application, and programming (2nd ed.). New York: Rouledge Taylor & Francis Group Byrne, B. M. (1998). Structural equation modeling with Lisrel, Prelis, and Simplis: Basic concepts, applications, and programming. Mahwah, NJ: Lawrence Erlbaum Associates. Cadotte, E., Woodruff, R., & Jenkins, R. (1987). Expectations and norms in models of customer satisfaction. Journal of Marketing Research, 24(3), 305-314. Carman, J.M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55. Carmeli, A., & Tishler, A. (2005). Perceived organizational reputation and organizational performance: An empirical investigation of industrial enterprises. Corporate Reputation Review, 8(1), 13-30. Cascio, W. F. (1995). Whither industrial and organizational psychology in a changing world of work? American Psychologist, 50, 928-939. Caruana, A. (2004). The impact of switching costs on customer loyalty: A study among corporate customers of mobile telephony. Journal of Targeting, Measurement and Analysis for Marketing, 12(3), 256-268. Caruana, A., Money, A.H., & Bertho, P.R. (2000). Service quality and satisfaction - the moderating role of value. European Journal of Marketing, 34(11/12), 1338-1352. Caruana, A., & Malta, M. (2003). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36 (7/8), 811 – 828 Cavana, R. Y., Delahaye, B. L., & Sekaran, U. (2001). Applied business research: Qualitative and quantitative methods. Singapore: Markono Print Media Ltd. Central Bank of Nigeria (1999). Banking supervision annual report for the year ended 31st December 1998. Abuja: Central Bank of Nigeria. Retrieved from http://www.cenbank. org/ Central Bank of Nigeria (2009). Annual Report & Financial Statements for the Year Ended 31st December 2008. Abuja: Central Bank of Nigeria. Retrieved from http://www.cenbank. org/ Chan, K. W., Yim, C. K., & Lam, S. S. K. (2010). Is customer participation in value creation a double-edged sword? Evidence from professional financial services across cultures. Journal of Marketing, 74(3), 48–64 Chang, Y., & Chen, F. (2007). Relational benefits, switching barriers and loyalty: A study of airline customers in Taiwan. Journal of Air Transport Management, 13, 104–109 Chau, V.S., & Ngai, L.W.L.C. (2010). The youth market for internet banking services. Journal of Services Marketing, 24(1), 42–60 Chen, P., & Hu, H. (2010). How determinant attributes of service quality influence customer-perceived value: An empirical investigation of the Australian coffee outlet industry. International Journal of Contemporary Hospitality Management, 22(4), 535-551 Cheung, G. W., & Rensvold, R. B. (2002). Evaluating goodness-of-fit indexes for testing measurement invariance. Structural Equation Modeling, 9, 233–255 Chow, I.H., Lau, V.P., Lo, T.W., Sha, Z., & Yun, H. (2007). Service quality in restaurant operations in China: decision- and experiential-oriented perspectives. International Journal of Hospitality Management, 26(3), 698-710. Churchill, G. A. Jr., & Brown, T. J. (2004). Basic marketing research (5th ed.). Sydney: South- Western college. Churchill, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19, 491-504. Colgate, M., & Danaher, P. (2000). Implementing a customer relationship strategy: The asymmetric impact of poor versus excellent execution. Journal of the Academy of Marketing Science, 28(3), 373–385. Colgate, M., & Hedge, R. (2001). An investigation into the switching process in retail banking services. International Journal of Bank Marketing, 19(5), 201-12. Colgate, M., & Lang, B. (2001). Switching barriers in consumer markets: An investigation of financial service industry. Journal of consumer marketing, 18(4), 332-347 Cook, L.S., & Verma, R. (2002). Exploring the linkages between quality system, service quality and performance excellence: Service providers' perspectives. Quality Management Journal, 9(2), 44-56. Cooper, D. R., & Schindler, P. S. (2008). Business research methods (10 ed.). New York: McGraw-Hill/Irwin Crie, D. (2003). Consumer’s complaint behaviour taxonomy, typology and determinants: Towards a unified ontology. Journal of Database Marketing and Customer Strategy Management, 11(1), 60-66. Cronin, J.J. Jr., Brady M.K., & Hult, T. M. (2000). Assessing the effects of quality, value and customer satisfaction on behavioural intentions in service environments. Journal of Retailing, 76(2), 193–218 Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56(3), 53-66. Cunningham, R.M. (1956). Brand loyalty – what where how much. Harvard Business Review, 34, 116-28. Curtis, T. (2009). Customer satisfaction, loyalty, and repurchase: Meta-analytical review, and theoretical and empirical evidence of loyalty and repurchase differences. Unpublished doctoral dissertation, Nova Southeastern University Dabholkar, P.A., Shepherd, C.D., & Thorpe, D.I. (2000). A comprehensive framework for service quality: An investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139-73. Dabholkar, P.A., & Bagozzi, R.P. (2002). An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors, Academy of Marketing Science, 30(3), 184-197 Dagger, T.C., & Sweeney, J.C. (2006). The effect of service evaluations on behavioural intentions and quality of life. Journal of Service Research, 9(1), 3-18. Dandago, K. I., & Maiyaki, A. A. (2008). State governments and the war against poverty in Nigeria. In M. C. Duze, H. Mohammed & I. A. Kiyawa (Eds.), Poverty in Nigeria: Causes, manifestations and alleviations strategies (pp. 61- 74). London: Adonis & Abbey Publishers Ltd. Davey, A., & Savla, J. (2010). Statistical power analysis with missing data: A structural equation modelling approach. New York: Rouledge Taylor & Francis Group Deephouse, D. L. (2000). Media reputation as a strategic resource: an integration of mass communication and resource-based theories. Journal of Management, 26(6), 1091−1112. De Mooij, M. K. (2004). Consumer behaviour and culture: Consequences for global marketing and advertising. Thousand Oaks, CA: Sage. Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework, Journal of the Academy of Marketing Science, 22(2), 99–113 Diehl, K., & Poynor, C. (2010). Great Expectations?! Assortment size, expectations, and satisfaction. Journal of Marketing Research, 47(2), 312-322, doi: 10.1509/jmkr.47.2.312 Dodds, W.B., Monroe, K.B., & Grewal, D. (1991). The effect of price, brand and store information on buyers’ product evaluations. Journal of Marketing Research, 28(3), 307-12. Donthu, N., & Yoo, B., (1998). Cultural influences on service quality expectations. Journal of Service Research, 1(2), 178-186. Driver, L. (1996). What is loyalty in customer loyalty: The issues for the 90s. The Researcher, 1, 2-5. Eagly, A.H., & Chaiken, S. (1993), The Psychology of Attitudes. Orlando, FL: Harcourt, Brace & Jovanovich College Publishers. Edwards, W. (1961). Behavioural decision theory. Annual Review of Psychology, 12, 473-498. Egwuoniso, O. (2009, July 29). Only stable environment will aid banks play role effectively. BusinessDay. Retrieved from http://www.businessdayonline.com/index Egwuoniso, O. (2008, December 29). Banks gear up for competition ahead of 2009... Send customers Yuletide messages. BusinessDay. Retrieved from http://www.businessdayonline.com/index Ehigie, B.O. (2006). Correlates of customer loyalty to their bank: A case study in Nigeria. International Journal of Bank Marketing, 24(7), 494-508 Ehrenberg, A.S.C. & Goodhardt, G.J. (1979), Essays on understanding buyer behaviour. York, NY: Walter Thompson Co. and Market Research Corporation of America. Farrell, J., & Shapiro, C. (1988). Dynamic competition with switching costs. The RAND Journal of Economics, 19(1), 123-137. Fazio, R. H., Powell, M. C., & Williams, C. J. (1989).The Role of Attitude Accessibility in the Attitude-to-Behaviour Process. Journal of Consumer Research,16(3), 280- 288 Fielding, K.S., Terry, D.J., Masser, B.M., & Hogg, M.A. (2008). Integrating social identity theory and the theory of planned behaviour to explain decisions to engage in sustainable agricultural practices. British Journal of Social Psychology, 47, 23–48 Fishbein, M. (1963). An investigation of the relationship between beliefs about an object and the attitude toward that object. Human Relations, 16(3), 233-239. doi: 10.1177/001872676301600302 Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention and behaviour: An introduction to theory and research. Reading, MA: Addison-Wesley. Fock, K.Y. H (2004). The empowerment of service workers: Conceptualition and impacts across cultures. Unpublished doctoral dissertation, the Chinese University of Hong Kong. Fombrun, C. J. (1996). Reputation: Realizing value from the corporate image. Boston: Harvard Business School Press. Fombrun, C., & Shanley, M. (1990). What's in a name? Reputation building and corporate strategy. Academy of Management Journal, 33(2), 233−258. Fock, K.Y. H (2004). The empowerment of service workers: Conceptualition and impacts across cultures. Unpublished doctoral dissertation, the Chinese University of Hong Kong in partial Fornell, C., & Larcker, D. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388. Fournier, S., & Yao, J.L. (1997). Reviving brand loyalty: A reconceptualization within the framework of consumer-brand relationships. International Journal of Research in Marketing, 14, 451-72. Federal Ministry of Women Affairs (2004). Nigeria's report on the implementation of the Beijing platform for action and commonwealth plan of action. Retrieve from http://www.thecommonwealth.org/shared_asp_files/uploadedfiles/Nigeria.pdf Francis, J. J., Eccles, M. P., Johnston, M., Walker, A., Grimshaw, J., Foy, R. et al. (2004). Constructing questionnaires based on the theory of planned behaviour: A manual for health services researchers. UK: Centre for Health Services Research, University of Newcastle. Furrer, O., Liu, B., & Sudharshan, D. (2000). The relationships between culture and service quality perceptions: Basis for cross-cultural market segmentation and resource allocation. Journal of Service Research, 2(4), 355-371. Gait, A., & Worthington, A. (2008). An Empirical Survey of Individual Consumer, Business Firm and Financial Institution Attitudes towards Islamic Methods of Finance. International Journal of Social Economics, 35(11), 783-808 Gay, L. R., & Diehl, P. L. (1992). Research methods for business management. New York: Macmillan Publishing Company Gay, L. R., Mills, G. E., & Airasian, P. (2006). Educational research: Competencies for analysis and applications (8th ed.). Uppersaddle River, New Jersey: Pearson Education International, Inc. Gayatri, G., Hume, M., & Mort, G.S. (2005). The role of Islamic culture in service quality research. Asian Journal on Quality, 12(1), 35-53 Gazquez-Abad, J. C., & Sanchez-Perez, M. (2009). Characterising the deal-proneness of consumers by analysis of price sensitivity and brand loyalty: an analysis in the retail environment. The International Review of Retail, Distribution and Consumer Research, 19(1), 1–28 Gilbert, D., & Tsao, J. (2000). Exploring Chinese cultural influences and hospitality marketing relationships. International Journal of Contemporary Hospitality Management, 12(1), 45-53 Godin, G., & Kok, G. (1996). The theory of planned behaviour: A review of its applications to health-related behaviours. American Journal of Health Promotion, 11, 87–98. Goode, M.M.H., & Harris, L.C. (2007). Online behavioural intentions: An empirical investigation of antecedents and moderators. European Journal of Marketing, 41(5/6), 512-536 Grace, D., & O’Cass, A. (2001). Attributions of service switching: A study of consumers’ and providers’ perceptions of child-care service delivery. The Journal of Services Marketing, 15(4), 300-21. Grace, D., & O’Cass, A. (2005). Examining the effects of service brand communications on brand evaluation. Journal of product and brand management, 14(2), 105- 116 Grewal, D., Iyer, G. R., & Levy, M. (2004). Internet retailing: Enablers, limiters, and market consequences. Journal of Business Research, 57(7), 703–713. Gronroos, C. (1982). Strategic management and marketing in service sector. Cambridge MA: Marketing Science Institute. Grönroos, C. (1984). A Service Quality Model and Its Marketing Implications. European Journal of Marketing, 18(4), 36-44 Gummesson, E., & Gronroos, C. (1988). Quality of services: Lessons from the product sector. In Surprenant, C. (Eds.), Add Value to Your Service, Chicago, IL: American Marketing Association. Gronroos, C. (1990). Service management and marketing. Lexington, MA: Lexington Books Gronroos, C. (1998). Marketing services: A case of a missing product. Journal of Business & Industrial Marketing, 13(3-4), 322-38. Gronroos, C. (2000). Service management and marketing: A customer relationship management approach. Chichester: Wiley, Gronroos, C. (2001). The perceived service quality concept- a mistake? Managing Service Quality, 11(3), 150-152 Gupta, S., & Cooper, L. G. (1992). The discounting of discounts and promotion thresholds (by consumers). Joumal of Consumer Research, 19, 401-411. Gwinner, K.P., Gremler, D.D., & Bitner, M.J. (1998). Relational benefits in services industries: the customers’ perspective. Journal of Academy of Marketing Science, 26(2), 101-14 Hagger, M. S., Chatzisarantis, M. L. D., & Biddle, S. J. H. (2002). A meta-analytic review of the theories of reasoned action and planned behaviour in physical activity: Predictive validity and the contribution of additional variables. Journal of Sport and Exercise Psychology, 24, 3–32. Hair, Jr., J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis (5th ed.). New Jersey: Pearson Education International, Inc Hair, Jr., J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis (6th ed.). Uppersaddle River, New Jersey: Pearson Education International, Inc. Hair, Jr., J. F., Wolfinbarger, M. F., & Ortinau, D. J. (2008). Essentials of marketing research. Boston: McGraw-Hill/Irwin Hair, Jr., J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis (7th ed.). Uppersaddle River, New Jersey: Prentice Hall Hair, Jr., J. F., Money, A. H., Samouel, P., & Page, M. (2007). Research methods for business. Chichester: John Willey & Sons Ltd. Hair, Jr., J. F., Bush, R. P., & Ortinau, D. J. (2006). Marketing research within a changing information environment (3rd ed.). New York: McGraw-Hill/Irwin Hall, E.T. (1990). The silent language in overseas business. Harvard Business Review, May-June, 87-96. Harrison-Walker, L. J. (2001). The measurement of word-of-mouth communication and an investigation of service quality and customer commitment as potential antecedents. Journal of Service Research, 4(1), 60–75. Hellier, P.K., Geursen, G.M., Carr, R.A., & Rickard, J.A. (2003). Customer repurchase intention, a general structural equation model. European Journal of Marketing, 37(11/12), 1762-800. Heskett, J.L., Sasser, W.E., & Hart, C.W.L. (1990). Breakthrough Service. New York, NY: The Free Press. Heung, V.C.S., & Lam, T. (2003). Customer complaint behaviour towards hotel restaurant services. International Journal of Contemporary Hospitality Management, 15(5), 283-89. Hj Harun, A. (2009). Culture of brand origin (COBO) and brand name linguistics their influences on attitude and purchase intention of a brand name: A cross cultural study. Unpublished doctoral dissertation, Universiti Sains Malaysia. Ho, H., Ganesan, S., & Oppewal, H. (2011).The impact of store-price signals on consumer search and store evaluation. Journal of Retailing, 87, 127–141 Hofstede, G. (1984). Culture's Consequences: International Difference in Work-related Values. London: Sage Publications. Hofstede, G. (1980). Culture's Consequences: International Differences in Work-Related Values. Beverly Hills. CA: Sage Publications. Hofstede, G. (1994). Management Scientists are Human. Management Science, 40 (1), 4- 13. Hofstede, G. (1997). Culture and organizations: Software in the mind. New York: McGraw Hill Hofstede, G., & Hofstede, G.J. (2005). Cultures and Organizations: Software of the Mind, (2nd ed.). New York, NY: McGraw-Hill. Holdford, D.A. (1995). The effect of technical and functional quality on patient perceptions of pharmaceutical service quality. Unpublished doctoral dissertation, University of South Carolina, USA Host, V., & Knie-Andersen, M. (2004). Modeling customer satisfaction in mortgage credit companies. The International Journal of Bank Marketing, 22(1), 26-42. Hsieh, C. (2010). Roles of motivations, past experience, perceptions of service quality, value and satisfaction in museum visitors' loyalty. Unpublished doctoral dissertation, Michigan State University, US Hsu, M. H., Chiu, C. M., & Ju, T. L. (2004). Determinants of continued use of the WWW: An integration of two theoretical models. Industrial Management & Data Systems, 104(8/9), 766-775. Hume, M., Mort, G. S., & Winzar, H. (2007). Exploring repurchase intention in a performing arts context: who comes? And why do they come back? International Journal of Non-profit and Voluntary Sector Marketing, 12, 135- 148 doi: 10.1002/nvsm Hutchinson, J., Lai, F., & Wang, Y. (2009). Understanding the relationships of quality, value, equity, satisfaction, and behavioural intentions among golf travelers. Tourism Management, 30, 298–308 Iacobucci, D., Ostrom, A., & Grayson, K. (1995). Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer. Journal of Consumer Psychology, 4, 277-303. Ibrahim, H., & Najjar, F. (2008). Assessing the effects of self-congruity, attitudes and customer satisfaction on customer behavioural intentions in retail environment. Marketing Intelligence & Planning, 26(2), 207-227 Idowu, P. A., Alu, A. O., & Adagunodo, E. R. (2002). The effect of information technology on the growth of the banking industry in Nigeria. The Electronic Journal on Infromation Systems in Developing Countries, 10(2), 1-8 Im, I., Hong, S., & Kang, M. S. (2011). An international comparison of technology adoption testing the UTAUT model. Information & Management, 48, 1–8 Imrie, B. C., Cadogan, J. W., & McNaughton, R. (2002). The service quality construct on a global stage. Managing service quality, 12(1), 10-18 Jabnoun, N., & Khalifa, A. (2005). A customized measure of service quality in the UAE. Managing Service Quality, 15(4), 374-388 Jamal, A., & Anastasiadou, K. (2009). Investigating the effects of service quality dimensions and expertise on loyalty. European Journal of Marketing, 43(3/4), 398-420. Jang S., & Namkung, Y. (2009). Perceived quality, emotions, and behavioural intentions: Application of an extended Mehrabian–Russell model to restaurants. Journal of Business Research, 62, 451–460. Jannadi, O., & Al-Saggaf, H. (2000). Measurement of quality in Saudi Arabian service industry. International Journal of Quality & Reliability Management, 17(9), 949-66. Jaw, C., Lo, J., & Lin, Y. (2010). The determinants of new service development: Service characteristics, market orientation, and actualizing innovation effort. Technovation, 30, 265–277 Jaworski, B. J., & Maclnnis, D. J. (1989). Marketing jobs and management controls: Toward a framework. Journal of Marketing Research, 26(4), 406-419. John, G., & Reve, T. (1982). The reliability and validity of key informant data from dyadic relationships in marketing channels. Journal of Marketing Research, 19(4), 517-524 Johnson J.W. (1996). Linking employee perceptions of service climate to customer satisfaction. Personnel Psychology, 49(4) 831-851. Jones, M. A., Mothersbaugh, D. L. & Beatty, S. E. (2000). Switching Barriers and Repurchase Intentions in Services. Journal of Retailing, 76(2), 259–274 Kaiser, H. F. (1970). A second generation Little Jiffy. Pchometrika, 35, 401-415 Kaiser, H. F. (1974). An index of factorial simplicity. Pchometrika, 39, 31-36 Kalafatis, S.P., Pollard, M., East, R., & Tsogas, M.H. (1999). Green marketing and Ajzen's theory of planned behaviour: a cross-market examination. Journal of Consumer Marketing, 16(5), 441-460. Kale, S.H. (1991). Culture-specific marketing communications: An analytical approach. International Marketing Review, 8, 18-30. Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: The role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346–351. Kang, G.D., & James, J. (2004). Service quality dimensions: An examination of Gronroos’s service quality model. Managing Service Quality, 14(4), 266-77. Keaveney, S.M. (1995). Customer switching behaviour in service industries: An exploratory study. Journal of Marketing, 59(2), 71-82. Keh, H. T., & Xie, Y., (2009). Corporate reputation and customer behavioural intentions: The roles of trust, identification and commitment. Industrial Marketing Management, 38, 732–742 Keller, K. (1993). Conceptualizing, measuring, and managing customer based equity. Journal of Marketing, 57(1), 1–22. Kerlinger, F.N. (1986). Foundations of behavioural research (3rd ed.). Fort Worth, TX: Holt, Rinehart and Winston, Inc. Kim, W. G., & Kim, H. (2004). Measuring customer-based restaurant brand equity. Cornell Hotel and Restaurant Administration Quarterly, 45(2), 115–131. Kitapci, O., & Dortyol, I.T. (2009). The differences in customer complaint behaviour between loyal customers and first comers in the retail banking industry. Management Research News, 32(10), 932-941 Klemperer, P. (1995) Competition when consumers have switching costs: An overview with applications to industrial organization, macroeconomics and international trade. Review of Economic Studies, 62, 515–39 Kline, R. B. (2011). Principles and practice of Structural Equation Modelling (3rd ed.). New York: The Guilford Press Kotler, P., & Cunningham P. (2004). Marketing management (11th ed.). Pearson Prentice Hall. KPMG (2009). Banking industry customer satisfaction survey Nigeria. Lagos: KPMG professional services. Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and Psychological Measurement, 30, 607-610. Krosnick, J.A., & Fabrigar, L.R. (1997). Designing rating scales for effective measurement in surveys. In L. Lyberg, P. Biemer, M. Collins, E. De Leeuw, C. Dippo, N. Schwarz and D.Trewin (Eds.), Survey measurement and process quality. New York: John Wiley & Sons, Inc. Kueh, K., & Voon, B.H. (2007). Culture and service quality expectations: Evidence from Generation Y consumers in Malaysia. Managing Service Quality, 17(6), 656-680 Kumar, M., Kee, F.T., & Manshor, A.T. (2009). Determining the relative importance of critical factors in delivering service quality of banks: An application of dominance analysis in SERVQUAL model. Managing Service Quality, 19(2), 211-228 Kuo, Y., Wu, C., & Deng, W. (2009). The relationships among service quality, perceived value, customer satisfaction and post-purchase intention in mobile value-added services. Computers in human behaviour, 25, 887-896 Lada, S. Tanakinjal, G.H., & Amin, H. (2009). Predicting intention to choose Halal products using Theory of Reasoned Action. International Journal of Islamic and Middle Eastern Finance and Management, 2(1), 66-76 Ladhari, R. (2009). Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry. Managing Service Quality. 19(3), 308-331 Ladhari, R. (2009b). A review of twenty years of SERVQUAL research. International Journal of Quality and Services Sciences, 1(2), 172-198 Lai, F., Griffin, M., & Babin, B.J. (2009). How quality, value, image, and satisfaction create loyalty at Chinese telecom. Journal of Business Research, 62, 980-986 Lam, R., & Burton, S. (2005). Bank selection and share-of-wallet among SMEs: Apparent differences between Hong Kong & Australia. Journal of Financial Services Marketing, 9 (2), 204-13. Lam, S. K., Ahearne, M., Hu, Y., & Schillewaert, N. (2010). Resistance to brand switching when a radically new brand is introduced: A social identity theory perspective. Journal of Marketing, 74(6), 128–146 Lassar, W.M., Manolis, C., & Winsor, R.D. (2000). Service quality perspectives and satisfaction in private banking. Journal of Services Marketing, 14(3), 244-271. LeBoeuf, M. (1987). How to Win Customers and Keep them for Life. New York: Berkley Publishing Group. Lee, C., & Green, R.T. (1991). Cross-Cultural Examination of the Fishbein Behavioural Intentions Model. Journal of International Business Studies, 22(2), 289-305 Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Services Marketing, 14(3), 217- 231 Lehtinen, U., & Lehtinen, J.R. (1982). Service quality: A study of quality dimensions. Unpublished working paper, Helsinki: Service Management Institute, Finland OY. Levy, J. (1981). Interpreting consumer methology: A structural approach to consumer behaviour. Journal of Marketing, 45(3), 49-61. Lii, Y., & Sy, E. (2009). Internet differential pricing: Effects on consumer price perception, emotions, and behavioural responses. Computers in Human Behaviour, 25, 770–777 Lin, J. C., & Hsieh, P. (2011). Assessing the self-service technology encounters: development and validation of SSTQUAL Scale. Journal of Retailing, 87(2), 194–206 Liu, B.S., Furrer, O., & Sudharshan, D. (2001). The relationships between culture and behavioural intentions toward service. Journal of Service Research, 4 (2), 118- 129 Litwin, M.S. (1995). How to measure survey reliability and validity. Thousand Oaks, California: Sage Publication Loehlin, J. C. (2004). Latent variable models: An introduction to factor, path and structural equation analysis (4th ed.). Mahwah, New Jersey: Lawrence Erlbaun Associate, Inc. Lovelock, C. (1991). Services Marketing, Text, Cases and Readings. New Jersey: Prentice-Hall, Englewood Cliffs Lovelock, C.H., & Wright, L. (1999). Principles of Service Management and Marketing. Englewood Cliffs, NJ: Prentice-Hall Lu, Y., Zhang, L., & Wang, B. (2009). A multidimensional and hierarchical model of mobile service quality. Electronic Commerce Research and Applications,8, 228- 240 doi:10.1016/j.elerap Luzzi, L., & Spencer, A.J. (2008). Factors influencing the use of public dental services: An application of the Theory of Planned Behaviour. BMC Health Services Research, 8:93. Retrieved from http://www.biomedcentral.com/1472-6963/8/93, doi:10.1186/1472-6963-8-93 Ma, Y., Ailawadi, K. L., Gauri, D. K., & Grewal, D. (2011). An empirical investigation of the impact of gasoline prices on grocery shopping behaviour. Journal of Marketing, 75(2), 18 –35 MacKenzie, S. B., & Lutz, R. J. (1989). An empirical examination of the structural antecedents of attitude toward the ad in an advertising pretesting context. Journal of Marketing, 53(3), 48–65 Maiyaki, A. A. (2008). Customer Perception of the Commercial Banks’ Services in Kano Metropolis. Journal of Management Studies, 2(2), 57-78 Maiyaki, A. A., & Mokhtar, S. S. M. (2010a) Effects of electronic banking facilities, employment Sector and age-group on customers’ choice of banks in Nigeria. Journal of Internet Banking and Commerce, 15(1). Retrieved from http://www.arraydev.com/commerce/jibc/ Maiyaki, A. A., & Mokhtar, S. S. M. (2010b). Determinants of Consumer Behavioural Intention in Nigerian Commercial Banks. Paper presented at the International Conference on Business and Economic Research (ICBER), Hilton Hotel, Kuching-Sarawak, Malaysia Maiyaki, A. A., & Mokhtar, S. S. M. (2011a) Determinants of Customer Behavioural Responses: A Pilot Study, International Business Research, 4(1), 193-197 Maiyaki, A. A., & Mokhtar, S. S. M. (2011b). Influence of service quality, corporate image and perceived value on customer behavioural responses in the Nigerian banks: Data screening and Preliminary Analysis. Paper presented at International Conference on Management (ICM), Hydro Hotel, Penang, Malaysia Malhotra, N.K. (1988). Self-concept and product choice: An integrated perspective. Journal of Economic Psychology, 9, 1-28. Malhotra, N.K., & McCort, J.D. (2001). A cross-cultural comparison of behavioural intentions Models. International Marketing Review, 18(3), 235-69. Malhotra, N.K., Ulgado, F.M., Agarwal, J., Shainesh, G., & Wu, L. (2005). Dimensions of service quality in developed and developing economies: Multi-country cross- cultural comparisons. International Marketing Review, 22(3), 256- 278 Malhotra, N.K. (2008). Essentials of marketing: An applied orientation (2nd ed.). Australia: Pearson Education Malhotra, N. K., Hall, J., Shaw, M., & Oppenheim, P. (2006). Marketing research: An applied orientation (3rd ed.). French Forest: Prentice Hall Mangold, W.G., Miller, F., & Brockway, G.R. (1999). Word-of-mouth communication in the service marketplace. Journal of Service Marketing, 13(1), 73-90 Manrai, L.A., & Manrai, A.K. (2007). A field study of customers’ switching behaviour for bank services. Journal of Retailing and Consumer Services 14, 208–215 Mattila, A.S., (1999). The role of culture and purchase motivation in service encounters evaluations. Journal of Services Marketing, 13(4/5), 376–389. Mayer, R. E. (1999b). Research-based principles for the design of instructional messages. Document Design, 1, 7–20. McCole, P. (2004). Dealing with complaints in services. International Journal of Contemporary Hospitality Management, 16(6), 345-354 McCollough, M. A., Berry, L. L., & Yadav, M. S. (2000). An empirical investigation of customer satisfaction after service failure and recovery. Journal of Service Research, 3(2), 121-137. McDougall, G.H.G., & Levesque, T. (2000). Customer satisfaction with services: Putting perceived value into the equation. Journal of Services Marketing, 14(5), 392-410 McEachern, M.G., Schroder, M.J.A., Willock, J., Whitelock, J., & Mason R. (2007). Exploring ethical brand extensions and consumer buying behaviour: The RSPCA and the “Freedom Food” brand. Journal of Product & Brand Management, 16(3), 168–177 McKinsey & Company. (2010, July). Sizing Africa’s business opportunities. McKinsey Quarterly. Retrieved from https://www.mckinseyquarterly.com/search.aspx? Miller, C.D. (1991). Handbook of research design and social measurement (5th ed.). Newbury Park, California: Sage publications Mokhtar, S. S. M., & Yusoff, R. Z. (2008). The impact of process quality measurement on financial performance of market oriented firms. International Journal of Management Studies, 15, 115-130 Money, R. B., Gilly, M.C., & Graham, J.L. (1998). Explorations of national culture and word- of-mouth referral behaviour in the purchase of industrial services in the United States and Japan. Journal of Marketing, 62(4), 76-87. Monroe, K. B. (1990). Pricing: Making Profitable Decisions. New York: McGraw Hill. Morley, R. (2004). Customer based antecedence of satisfaction and dissatisfaction in business-to-business services. Unpublished doctoral thesis, University of Western Ontario, Canada Morwitz, V.G., & Schmittlein, D. (1992). Using segmentation to improve sales forecasts based on purchase intention: Which intenders actually buy? Journal of Marketing Research 29, 391-405. Mowen, J. C. (1993). Consumer behaviour. USA: Macmillan. Muhamad, N. (2008). Muslim consumers’ motivation towards Islam and their cognitive processing of performing taboo behaviours. Unpublished doctoral dissertation, University of Western Australia. Mazumdar, T., & Jun, S. Y. (1992). Effects of price uncertainty on consumer purchase budget and price thresholds. Marketing Letters, 3, 323-330. Myers, D. (2005). Social psychology (8th ed.). New York: McGraw Hill. Naser, K., Jamal, A., & Al-Khatib, K. (1999). Islamic banking: A study of customer satisfaction and preferences in Jordan. International Journal of Bank Marketing, 17(3), 135-150 Nankervis, A. (2005). Managing Services. New York: Cambridge University Press Ndubisi, N.O., & Ling, T.Y. (2005). Complaint behaviour of Malaysian consumers. Management Research News, 29(1/2), 65-76 Nguyen, N., & LeBlanc, G. (1998). The mediating role of corporate image on customers’ retention decisions: An investigation in financial services. International Journal of Bank Marketing, 16(2), 52-65. Nepomuceno, M. V., & Porto, J. B. (2010). Human values and attitudes toward bank services in Brazil. International Journal of Bank Marketing, 28(3), 168-192 Nunnally, J.C. (1967). Psychometric Theory. New York, NY: McGraw-Hill. Nunnally, J.C. (1978). Psychometric Theory (2nd ed.). New York, NY: McGraw-Hill. Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory (3rd ed.). New-York: McGraw-Hill Nurse, G. A. (2009). Evaluation of motivations that influence consumer attitudes and behaviour when purchasing local foods. Unpublished doctoral dissertation, Colorado State University, USA Nel, D., Heerden, G., Chan, A., Ghazisaeedi, M., Halvorson, W., & Steyn, P. (2011). Eleven years of scholarly research in the Journal of Services Marketing. Journal of Services Marketing, 25(1), 4–13. Nwachukwu, I. (2010, April 12). Retail banking: Banks going back to the basics? - Latest news, breaking news, business, finance analysis. BusinessDay. Retrieved from http://www.businessdayonlinSe. com/index. Ochonma, M., & Imoyo, I. (2008, November 3). FCMB sets new standard in customer relationship. BusinessDay. Retrieved from http://www.businessdayonline.com/index Offor, E.R. (2009). A critical evaluation of the role of the central bank of Nigeria in ensuring corporate governance in Nigerian banks post consolidation. Retrieved from http://www.ssrn.com/abstract=1509454 Ogungbure, A. T. (2009). An attributional approach to the formation of recovery expectations in the internet-based service encounters after service failure and recovery. Unpublished doctoral dissertation, Nova Southeastern University, USA Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. Hospitality Management, 18, 67-82 Oh, H., & Parks, S. C. (1997). Customer satisfaction and service quality: A critical review of the literature and research implications for the hospitality industry. Hospitality Research Journal, 20(3), 33-64. Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4), 33-44 Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. Oliver, R. L. (1981). Measurement and evaluation of satisfaction in processes in retail settings. Journal of retailing, 57(3), 25-48 Oliver, R. L. (1993). A conceptual model of service quality and satisfaction: Compatible goals, different concepts. Advances in Services Marketing and Management, 2, 65-85. Oliver, R. L. (1996). Satisfaction: A behavioural perspective on the consumer. New York: McGraw-Hill. Olorunniwo, F., Hsu, M.K., & Udo, G.J. (2006). Service quality, customer satisfaction, and behavioural intentions. Journal of Services Marketing, 20(1), 59–72 Owusu-Frimpong, N. (1999). Patronage behaviour of Ghanaian bank customers. International Journal of Bank Marketing, 17(7), 335-342 Page, G., & Fearn, H. (2005). Corporate reputation: What do consumers really care about? Journal of Advertising Research, 45(3), 305−313. Pallant, J. (2001). SPSS survival manual: A step by step guide to dada analysis using SPSS for windows. Maidenhead, UK: Open University Press. Palumbo, F., & Herbig, P. (2000). The multicultural context of brand loyalty. European Journal of Innovation Management. 3(3), 116-124. Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality- value- loyalty chain: A research agenda. Journal of the Academy of Marketing Science, 28(1), 168–174. Parasuraman, A., Zeithmal, V., & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40. Parasuraman. A., Berry, L. L., & ZeithamI, V. A. (1991a). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-50, Parasuraman, A., Zeithaml, V. A., & Berry, L. L., (1994b). Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research. Journal of Marketing, 58(1), 111-24. Park, J., Robertson, R., & Wu, C. (2006). Modelling the impact of airline service quality and marketing variables on passengers’ future behavioural intentions. Transportation Planning and Technology, 29(5), 359-381 Patterson, P.G. (2004). A contingency model of behavioural intentions in a services context. European Journal of Marketing, 38(9/10), 1304-1315 Patterson, P. G., Johnson, L. W., & Spreng, R. A. (1997). Modeling the determinants of customer satisfaction for business-to-business professional services. Journal of the Academy of Marketing Science, 25(1), 4-17. Patterson, P. G., & Smith, T. (2003). A cross-cultural study of switching barriers and propensity to stay with service providers. Journal of Retailing, 79(2), 107–120 Pavlou, P. A., & Fygenson, M. (2006). Understanding and predicting electronic commerce adoption: An extension of the theory of planned behaviour. MIS Quarterly, 30(1), 115–143. Peter, J. P., Churchill, Jr. G. A., & Brown, T. J. (1993). Caution in the use of difference scores in consumer research. Journal of Consumer Research, 19, 655-62 Petrick, J.F. (2002). Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research, 34(2), 119–134. Picazo-Vela, S., Chou, S. Y., Melcher, A. J., & Pearson, J. M. (2010). Why provide an online review? An extended theory of planned behaviour and the role of Big-Five personality traits. Computers in Human Behaviour, 26, 685–696. Ping, R. (1996). Latent variable interaction and quadratic effect estimation: A two-step technique using structural equation analysis. The Psychological Bulletin, 119, 166–175. Pizam, A., & Ellis, T. (1999). Customer Satisfaction and its Measurement in Hospitality Enterprises . International Journal of Contemporary Hospitality Management, 11(7), 326-339 Powpaka, S. (1996). The role of outcome quality as a determinant of overall service quality in different categories of services industries: An empirical investigation. Journal of Services Marketing, 10(2), 5-25 Prendergast, G., Tsang, A. S. L., & Lo, C. Y. (2008). Antecedents of the intention to seek samples. European Journal of Marketing, 42(11/12), 1162-1169 Qin, H., & Prybutok, V.R. (2009). Service quality, customer satisfaction, and behavioural intentions in fast-food restaurants. International Journal of Quality and Service Sciences, 1(1), 78-95 Ranaweera, C., & Neely, A. (2003). Some moderating effects on the service quality- customer retention link. International Journal of Operations & Production Management, 23(2), 230-48. Rapp, J. K., Bernardi, R. A., & Bosco, S. M. (2011). Examining The Use of Hofstede’s Uncertainty Avoidance construct in international research: A 25-Year Review. International Business Research, 4(1), 3-15 Reheul, D., Mathijs, E., & Relaes, J. (2001). Elements for a future crew with respect to sustainable agriculture and horticulture in Flanders. Report from the project "sustainable agriculture." Ghent: Stedulla. Reichheld, F.F., & Sasser, W.E. (1990). Zero defections: quality comes to service. Harvard Business Review, 68(5), 105-11. Rhee, M., & Haunschild, P. (2006). The liability of good reputation: a study of product recalls in the U. S. automobile industry. Organization Science, 17(1), 101−117. Richard, M. D., & Allaway, A.W. (1993). Service quality attributes and choice behaviour. The Journal of Service Marketing, 7 (1), 59-68. Rindova, V. P., Williamson, I. O., Petkova, A. P., & Sever, J. M. (2005). Being good or being known: An empirical examination of the dimensions, antecedents, and consequences of organizational reputation. Academy of Management Journal, 48(6), 1033−1049. Robbins, S.S., & Stylianou, A.C. (2001). A study of cultural differences in global corporate web sites. Journal of Computer Information Systems, 42(2), 3-9. Roig, J.C.F., Garcia, J.S., Tena, M.A.M., & Monzonis, J.L. (2006). Customer perceived value in banking services. International Journal of Bank Marketing, 24(5), 266-283 Rosa-Dıaz, I.M. (2004). Price knowledge: Effects of consumers’ attitudes towards prices, demographics, and socio-cultural characteristics. Journal of Product & Brand Management, 13(6), 406–428 Rowley, J. (2005). Building brand webs customer relationship management through the Tesco Clubcard loyalty scheme. International Journal of Retail & Distribution Management, 33(3), 194-206 Rundle-Thiele, S. (2006). Look after me and I will look after you! Journal of Consumer Marketing, 23(7), 414–420 Ruyter, K., Wetzels, M., & Bloemer, J. (1998). On the relationship between perceived service quality, service loyalty and switching costs. International Journal of Service Industry Management, 9(5), 436-53. Saha, G.C., & Theingi (2009). Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand. Managing Service Quality, 19(3), 350-372 Salim, L. (2007). Store loyalty determinants of modern retailing in Indonesia: A Structural Equation Modelling Approach. Unpublished doctoral thesis, Universiti Utara Malaysia Sani, B.M., & Sulaiman S. (n.d.). The Structure of Kano Economy. Retrieved from http://www.kanoonline.com/ Santonen, T. (2007). Price sensitivity as an indicator of customer defection in retail banking. International Journal of Bank Marketing, 25(1), 39-55 Schmit, M. J., & Allscheid, S. P. (1995). Employee Attitudes and Customer Satisfaction: Making theoretical and empirical connections. Personnel Psychology, 48(3), 521-536. Schmitt, P., Skiera, B., & Van den Bulte, C. (2011). Referral programs and customer value. Journal of Marketing, 75(1), 46 –59 Schneider. B., White. S. S., & Paul. M. C. (1998). Linking service climate and customer perceptions of service quality: Test of a causal model. Journal of Applied Psychology, 83, 150-163. Schuman, H., & Presser, S. (1981). Questions and answers in attitude surveys. New York: Academic Press Sekaran, U., & Bougie, R. (2010). Research methods for business: A skill building approach (5th ed.). Chichester: John Willey & Sons Ltd Sentosa, I. (2009). The mediating effect of good governance on the relationship between managerial roles and personal development in west Sumatera provincial government- Indonesia. Unpublished doctoral dissertation, Universiti Utara Malaysia Seo, D., Ranganathan, C., & Babad, Y. (2008). Two-level of customer retention in the US mobile telecommunications service market. Telecommunications policy, 32, 182-196 Severt, D., Wang, Y., Chen, P., & Breiter, D. (2007). Examining the motivation, perceived performance, and behavioural intentions of convention attendees: Evidence from a regional conference. Tourism Management, 28, 399–408 Shemwell, D.J, Yavas, U., & Bilgin, Z. (1998). Customer-service provider relationships: an empirical test of a model of service quality, satisfaction and relationship- oriented outcomes. International Journal of Service Industry Management, 9(2), 155-168 Sheth, J., & Parvatiyar, A. (1995). Relationship marketing in consumer markets: antecedents and consequences. Jounal of the Academy of Marketing Science, 23(4), 255-271 Shostack, G. (1987). Service positioning through structural change. Journal of Marketing, 51(1), 34-43 Shukla, P. (2009). Impact of contextual factors, brand loyalty and brand switching. Journal of Consumer Marketing, 26(5), 348–357 Sim, J., Mak, B., & Jones, D. (2006). A model of customer satisfaction and retention for hotels. Journal of Quality Assurance in Hospitality & Tourism, Vol. 7(3), 1-23 Smith, A., & Bolton, R. (1998). An experimental investigation of customer reaction to service failures and recovery encounters: Paradox or peril? Journal of service research, 1(1), 65-81 Singh, J. (1990a). Identifying consumer dissatisfaction response styles: An agenda for future research. European Journal of Marketing, 24(6), 55-72. Singh, J., & Widing II, R.E. (1991). What occurs once consumers complain? A theoretical model for understanding satisfaction/dissatisfaction outcomes of complaint responses. European Journal of Marketing, 25(5), 30-46. Soderlund, M., & Ohman, N. (2005). Assessing behaviour before it becomes behaviour: An examination of the role of intentions as a link between satisfaction and repatronizing behaviour. International Journal of Service Industry Management, 16, 169-185. Solomon, M. R. (2004). Consumer behaviour: Buying, having and being. New Jersey: Pearson Prentice Hall. Spreng, R.A., & Mackoy, R.D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201-14. Strauss, B., & Mang, P. (1999). Culture shocks’ in inter-cultural service encounters. Journal of Services Marketing, 13(4/5), 329-46. Sudman, S. (1983). Applied sampling. In D. H. Rossi, J. D. Right & A. B. Anderson (Eds.), Handbook on survey research, New York: Academic Press Sulistyawatu, T. (2006). The linkages Among Service Quality Attributes, Customer Value, Customer Satisfaction, and Customer Loyalty in Indonesian Retail Banking Setting. Unpublished doctoral dissertation, Nova Sourtheastern University. Sultan, F., & Simpson Jr., M.C. (2000). International service variants: Airline passenger expectation and perceptions of service quality. Journal of Services Marketing, 14(3), 188-216 Svari, S., Svensson, G., Slatten, T., & Edvardsson, B. (2010). A DIP-construct of perceived justice in negative service encounters and complaint handling in the Norwegian tourism industry. Managing Service Quality, 20(1), 26-45 Swan, J. E., & Oliver, R. L. (1989). Postpurchase communications by consumers. Journal of Retailing, 65, 516–533. Szmigin, I., & Bourne, H. (1998). Customer equity in relationship marketing. Journal of Consumer Marketing, 12(6), 544-57 Tabachnick, B.G., & Fidell, L.S. (2007). Using multivariate statistics (5th ed.). Boston: Pearson Education Inc. Tamas, A. (2007). An intercultural organization development tool. Tamas Consultants Inc. Retrieved from http://www.tamas.com Tanaka J. S., & Huba G. J. (1989). A general coefficient of determination for covariance structure models under arbitrary GLS estimation. British Journal of Mathematical and Statistical Psychology, 42, 233-239. Tang, Z., Luo, J., & Xiao, J. (2011). Antecedents of intention to purchase mass customized products. Journal of Product & Brand Management 20(4), 316–326 Theodorakis, N., Kambitsis, C., & Laios, A. (2001). Relationship between measures of service quality and satisfaction of spectators in professional sports. Managing service Quality, 11(6), 431-438 Teas, K., & Agarwal, S. (2000). The effects of extrinsic product cues on consumers’ perception of quality, sacrifice and value. Journal of the Academy of Marketing Science, 28(2), 278-290. Toelle, S. (2006). The linkages among service quality attributes, customer value, customer satisfaction, and customer loyalty in Indonesian retail banking settings. Unpublished Doctoral Dissertation, Nova Southeastern University Torres-Moraga, E., Vasquez-Parraga, A.Z., & Zamora-Gonza´lez, J. (2008). Customer satisfaction and loyalty. Journal of Consumer Marketing, 25(5), 302–313 Triandis, H.C. (1980). Values, attitudes, and interpersonal behaviour. In H.E. Howe (Eds.), Nebraska Symposium on Motivation, 1979: Beliefs, Attitudes and Values (pp. 195-259). Lincoln: University of Nebraska Press. Trusov, M., Bucklin, R. E., & Pauwels, K. (2009). Effects of word-of-mouth versus traditional marketing: Findings from an internet social networking site. Journal of Marketing, 73, 90–102. Tsaur, S., Lin, C., & Wu, C. (2005). cultural differences of service quality and behavioural intention in tourist hotels. Journal of Hospitality & Leisure Marketing, 13(1), 41-63 Tsoukatos, E., & Rang, G.K (2006). Path analysis of perceived service quality, satisfaction, loyalty in Greek insurance. Managing service quality, 16(5), 501- 519 Van Dyke, T. P., Prybutok, V. R., & Kappelman, L. A. (1999). Cautions on the use of the SERVQUAL measure to assess the quality of information systems services. Decision Sciences, 30(3), 877-891 Varki, S., & Colgate, M. (2001). The role of price perceptions in an integrated model of behavioural intentions. Journal of Service Research, 3(3), 232-240 Vaske, J., Shelby, B., Grafe, A., & Heberlein, T. (1986). Backcountry encounter norms: Theory, method and empirical evidence. Journal of Leisure Research, 18(33), 137-153 Verma R., & Boyer K. (2000). Service classifications and management challenges. Journal of Business Strategies, 17(1), 5-24. Vermeir, I., & Verbeke, W. (2008). Sustainable food consumption among young adults in Belguim: Theory of planned behaviour and the role of confidence and values. Ecological Economics, 64, 542-553 Villanueva, J., Yoo, S., & Hanssens, D. M. (2008). The Impact of Marketing-Induced Versus Word-of-Mouth Customer Acquisition on Customer Equity Growth. Journal of Marketing Research, 45(1), 48–59. Vijayadurai, J. (2008). Service quality, customer satisfaction and behavioural intention in hotel industry. Journal of Marketing & Communication, 3(3), 14-26 Wakefield, K., & Inman, J. (2003). Situational price sensitivity: The role of consumption occasion, social context and income. Journal of Retailing, 79(4), 199–212. Warland, R.H., Herrmann, R.O., & Willits, J. (1975). Dissatisfied consumers: Who gets upset and who takes action. Journal of Consumer Affairs, 6, 148-63. Wan Omar, M. B. (2008). Understanding the mediating effect of customer satisfaction on the relationship of sales person behaviour performance and customer loyalty. Unpublished doctoral dissertation, Universiti Sains Malaysia. Wheaton, B., Muthen, B., Alwin, D. F., & Summers, G. F. (1977). Assessing reliability and stability in panel models. In D.R. Heise (Eds.), Sociological Methodology, (p. 84-136). San Frascisco, CA: Jossey-Bass Weigelt, K., & Camerer, C. (1988). Reputation and corporate strategy: A review of recent theory and applications. Strategic Management Journal, 9(5), 443−454. Westaby, J.D. (2005). Behavioural reasoning theory: Identifying new linkages underlying intentions and behaviour. Organizational Behaviour and Human Decision Processes, 98, 97–120 Winsted, K. F. (1997). The service experience in two cultures: A behavioural perspective. Journal of Retailing, 73(3), 337-60. Winsted, K. F. (1999). Evaluating service encounters: A cross-cultural and cross- industry exploration. Journal of Marketing Theory and Practice, 7, 106−123. Woldie, A. (2003). Nigerian Banks-Quality of Services. Journal of African Business, 4(2), 69-87 World Bank (2002). 2002 World Development Indicators. The World Bank, New York, NY. World Bank (2010). Global economic prospects: Crisis, finance, and growth. The World Bank, Washington DC. Wong, C., & Mula, J.M. (2009). The moderating effect of switching costs on the customer satisfaction-retention link: retail internet banking service in Hong Kong. IBIMA business review, 2, 20-28 Woodruff, R.B. (1997). Customer value: The next source of competitive advantage. Journal of the Academy of Marketing Science, 25(2), 139-53. Wu, I., & Chen, J. (2005). An extension of trust and TAM model with TPB in the initial adoption of on-line tax: An empirical study. International Journal of Human- Computer Studies, 62, 784–808 Xavier, P., & Ypsilanti, D. (2008). Switching costs and consumer behaviour: Implications for telecommunications regulation, 10(4), 13-29. Yavas, U., Benkenstein, M., & Stuhldreier, U. (2004). Relationships between service quality and behavioural outcomes: A study of private bank customers in Germany. The International Journal of Bank Marketing, 22 (2/3), 144-157 Yen, Y. (2010). Can perceived risks affect the relationship of switching costs and customer loyalty in e-commerce? Internet Research, 20(2), 210-224 Yoo, B., & Donthu, N. (2002). Testing cross-cultural invariance of the brand equity creation process. Journal of Product and Brand Management, 11(6/7), 380-398 Yoon, S., & Suh, H. (2004). Ensuring IT consulting SERVQUAL and user satisfaction: A modified measurement tool. Information Systems Frontiers, 6(4), 341-51. Yuan, H., & Krishna, A. (2011). Price-matching guarantees with endogenous search: A market experiment Approach. Journal of Retailing, 87, 182–193 Yunus, N. K. Y. (2009). Justice oriented recovery strategies and customer retention in the retail banking industry in Malaysia. International Review of Business Research Papers, 5(5), 212-228 Yunus, N. K. Y., Ishak, S., & Abdul Razak, A. Z. (2010). Motivation, empowerment, service quality and polytechnic students’ level of satisfaction in Malaysia. International Journal of Business and Social Science, 1(1), 120-128 Zeithaml, V.A., Parasuraman, A., & Berry, L.L. (1990). Delivering quality service. New York, NY: The Free Press Zeithaml, V.A., Berry, L.L., & Parasuraman, A. (1996). The behavioural consequences of service quality. Journal of Marketing, 60(2), 31-46. Zeithaml, V.A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22 Zeithaml, V.A. (1981). How Consumer Evaluation Processes Differ between Goods and Services. In J. Donnelly and W. George, (Eds.), Marketing of Services (pp. 186-190). Chicago: American Marketing

Similar Items