Dublin Core
Title
The interplay between multichannel integration quality, service convenience, service experience, multichannel perceived value and e-WoM
Creator
John Agyekum Addae, Kwabena Gyasi Boakye, George Oppong Appiagyei Ampong, Hod Anyigba, Mohammed Majeed, Aidatu Abubakari, Kwame Simpe Ofori
Description
Purpose
The study's goal is to assess the influence of multichannel integration quality on perceived value, service convenience and service experience in a multichannel banking context. Furthermore, the study investigated the impact of perceived value, service convenience and service experience on positive electronic word of mouth (e-WoM).
Design/methodology/approach
Data were collected from 527 respondents using online surveys distributed on various social media platforms in Ghana. The data were analysed using the partial least squares approach to structural equation modelling.
Findings
The results showed that multichannel integration quality influences consumers' perceptions of value and service experience favourably. It also showed that the two factors influencing service convenience were service experience and perceived value. Further, the research revealed a significant relationship between
The study's goal is to assess the influence of multichannel integration quality on perceived value, service convenience and service experience in a multichannel banking context. Furthermore, the study investigated the impact of perceived value, service convenience and service experience on positive electronic word of mouth (e-WoM).
Design/methodology/approach
Data were collected from 527 respondents using online surveys distributed on various social media platforms in Ghana. The data were analysed using the partial least squares approach to structural equation modelling.
Findings
The results showed that multichannel integration quality influences consumers' perceptions of value and service experience favourably. It also showed that the two factors influencing service convenience were service experience and perceived value. Further, the research revealed a significant relationship between
Publisher
Emerald Publishing Limited
Date
2024
Source
https://scholar.google.com/citations?view_op=view_citation&hl=en&user=NogL9W0AAAAJ&cstart=20&pagesize=80&citation_for_view=NogL9W0AAAAJ:j3f4tGmQtD8C
Language
English