Browsing by Author "Deepak Jaiswal"

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Augmenting bank service quality dimensions: moderation of perceived trust and perceived risk
(Emerald Publishing, 2023) Abhijeet Biswas; Deepak Jaiswal; Rishi Kant
Purpose: Permeation of private sector banks has triggered intense competitiveness in the Indian banking sector; therefore, customer satisfaction has become the epicenter of all activities. The study seeks to explicate the antecedents and reverberation of customer satisfaction in the Indian retail banking sector. Design/methodology/approach: Top six Indian private sector banks were selected based on market capitalization. Cross-sectional data from 460 retail bank customers were collected by employing a structured questionnaire and evaluated wielding structural equation modeling. Findings: The study discerns seven antecedents of customer satisfaction, namely tangibility, reliability, empathy, responsiveness, assurance, perceived service innovation and bank reputation. The results unveil that assurance, bank reputation and perceived service innovation significantly escalate customer satisfaction, which further markedly accentuates customer loyalty. However, tangibility was the only dimension bearing an insignificant relationship. In addition, both perceived trust and perceived risk significantly moderate the association between customer satisfaction and customer loyalty in the model. Research limitations/implications: Incorporation of merely private sector banks and considering cosmopolitans restraints generalization of findings to some extent. The study bespeaks essential determinants of customer satisfaction that might succor bank professionals to retain customers and ameliorate profitability. Originality/value: There is a paucity of literature on “perceived service innovation” and “bank reputation” in the Indian banking scenario. Therefore, the study augments the literature by integrating aforesaid important constituents along with other antecedents and reverberation. Moreover, the study uses theoretical lens to anchor its hypotheses through a comprehensive conceptual model in the backdrop of Indian retail banking. © 2021, Emerald Publishing Limited.
Cash rich to cashless market: Segmentation and profiling of Fintech-led-Mobile payment users
(Elsevier Inc., 2023) Deepak Jaiswal; Ashutosh Mohan; Arun Kumar Deshmukh
Considering the growing prominence of the Fintech-led-Mobile-Payment (FMP) platform, it has become imperative for practitioners and academicians to look beyond technology adoption to understand causal relationships. Building on the premise, previous literature primarily examined the causal relationships to describe the phenomenon of evolving digital payment technology in a varied context. However, limited studies explored user classification and profiling with some exceptions, principally stressing upon barely online and mobile-based banking segmentation contexts. Grounded in analyzing user taxonomy based on benefits-trust-behavioral linkage model from the purview of an emerging mobile-based digital payment market, this research aims to identify and test an a-priori approach to market segmentation of FMP platform users and profiling them based on perceived benefits, behavioral, and socio-demographic characterization. To analyze the model of users' classification, 550 valid online responses were received and employed a blended analytical approach of multivariate techniques (CFA, cluster analysis, discriminant function analysis) along with the bivariate technique of the Chi-square test for clustering procedures followed by resulting clusters' validation and their profiling. The three distinct segments are identified as ‘The Fintech Dubious,’ ‘The Cash Conservatives, ‘and ‘The Fintech Enthusiasts.’ The study also advances the current theoretical understanding of the trust based modified version of UTAUT with the associative framework of ‘perceived benefits-attitude, and intention’ by adding two additional cognitive constructs of perceived trust and perceived price value along with added socio-demographics (usage frequency and geographical area). Lastly, this timely study offers several unflinching implications for the practitioners of strategic marketing and policymakers for encouraging FMP usage. © 2023 Elsevier Inc.
Determinants and Consequences of Customer Satisfaction in Indian Retail Banks: Moderation of Bank Reputation
(Sage Publications India Pvt. Ltd, 2022) Abhijeet Biswas; Deepak Jaiswal; Rishi Kant
The entry of private sector banks in the Indian market has compelled all the banks to determine the drivers of customer satisfaction (CS). This research aims to assess the drivers of CS and its implications in the Indian retail banking (IRB) sector. The top six Indian private sector banks were chosen according to market capitalization. A standardized questionnaire was used to gather responses from IRB customers and then evaluated using structural equation modelling (SEM). Five factors of CS are identified in the study, viz. effective complaint handling (ECH), service convenience (SC), perceived fairness (PF), perceived market performance (PMP) and relationship commitment (RC). The results unveil that SC and RC have a strong positive influence on CS, which further augments customer word of mouth (WoM) and repurchase intention (RI). In addition, bank reputation (BR) moderates the model’s relationship between CS and its consequences. Considering only private sector banks may limit the generalization of findings to a certain extent. The study presents vital enablers that escalate CS and might help bank professionals to identify thrust areas. There is a shortage of research on ‘BR’ and ‘RC’ in India’s context of the banking sector. Therefore, the research adds to the current literature by including the components mentioned above and other essential determinants and consequences. Furthermore, the study accentuates the complexities of relationships among the determinants and consequences of CS through a meticulous conceptual model of an IRB sector. © 2022 Management Development Institute.
Green market segmentation and consumer profiling: a cluster approach to an emerging consumer market
(Emerald Group Holdings Ltd., 2021) Deepak Jaiswal; Vikrant Kaushal; Pankaj Kumar Singh; Abhijeet Biswas
Purpose: In the present era of green consumerism, consumers are shifting towards sustainable consumption with the rising demand of green products. Despite consumers' demand of such products, their attitudes towards eco-friendly practices can neither be the same for different consumer groups nor can be treated as they all are equally green. The purpose of this study is to operationalize the green market segmentation based on demographic, psychographic and behavioural characterization in the Indian context of green consumerism. Design/methodology/approach: The deductive approach of questionnaire survey method has been adapted to collect the responses from convenience sampling of Indian consumers using the measured constructs concerning to green consumer psychology. The data were analyzed by applying multivariate techniques of confirmatory factor analysis (CFA), cluster and discriminant analysis. Findings: The results revealed that the three distinctive set of consumer groups are evolved as “keen greens”, “moderate greens” and “reluctant greens” based on the eight cognitive variables used in this study, namely environmental concern (EC), perceived environmental knowledge (PEK), perceived consumer effectiveness (PCE), perception of eco-label, perception of eco-brand and environmental advertisements, green purchase intention (GPI) and green purchasing behaviour (GPB) in the Indian context. Research limitations/implications: The research findings may lack its generalizability in the Indian context, as the survey strategy is confined with the most populated territory of India. To provide its robustness, the future studies need more heterogeneous sample across the country. The research findings could provide the key insights into policymakers and enterprises in the framing of marketing strategies to promote green consumerism in the setting of emerging economies. Originality/value: There is dearth of literature concerning to green consumer segmentation based on the “attitude–intention–behaviour” approach in the Indian context. Therefore, the present study endeavours to manifest a holistic description of green consumer classification based on demographic, psychographic and behavioural characterization. At Prima facie, the study is the first that elucidates consumers' segments profile by incorporating environmental cognitive factors from both the perspectives; “consumers” inner stimuli' and “external green marketing cues”, especially in the indigenous Indian setting. © 2020, Emerald Publishing Limited.
Investigating service innovation, bank reputation and customer trust: evidence from Indian retail banking
(Emerald Group Holdings Ltd., 2022) Abhijeet Biswas; Deepak Jaiswal; Rishi Kant
Purpose: Global proliferation had a noteworthy impact on the Indian retail banking industry and mushrooming banks have entailed to emphasize on customer satisfaction (CS) quotient to remain competitive. This study aims to illuminate determinants of CS and customer trust (CT) and their denouement in Indian retail banking. Design/methodology/approach: The top six Indian private sector banks were selected hinged on market capitalization. A total of 460 responses from retail bank customers were gathered using a structured questionnaire. Direct and indirect relationships were analyzed with mediation and moderation by using structural equation modeling. Findings: The study identifies determinants of CS and CT. The results manifest that perceived service innovation (PSI) and bank reputation (BR) considerably aggrandize CS and CT. Furthermore, CS strikingly magnifies customer loyalty (CL). The study also posits that CT partially mediates between the nexus of PSI and BR on the one side and CS on the other. Moreover, perceived risk moderates the association between CS and loyalty. Research limitations/implications: The study demonstrates indispensable drivers of CS, CT and CL which may encourage bank professionals to hold on to their customers and enhance profitability. Originality/value: Here is a dearth of literature on PSI and BR in the Indian banking industry. Thus, the study supplements literature by assimilating these constructs through a compendious conceptual model. The study is distinct as it evaluates mediating effects of CT in unfurling complexities of relationships among the underlying constructs. © 2021, Emerald Publishing Limited.
Looking beyond transactions: decoding the role of service innovation, relationship commitment and fairness in driving customer satisfaction in retail banking
(Emerald Publishing, 2024) Abhijeet Biswas; Rishi Kant; Deepak Jaiswal
Purpose: A significant increase in the number of private sector banks has intensified the level of competition in the Indian banking industry (IBI). This increase in the number of banks has a considerable impact on the existing players, which calls for prioritizing customer satisfaction (CS) and enhancing bank reputation (BR). Our study seeks to investigate the enablers of CS and BR in the IBI. Design/methodology/approach: The study adopted a cross-sectional design for gathering responses from retail bank customers across the selected banks through a structured questionnaire. Structural equation modeling (SEM) was utilized to evaluate direct and indirect linkages among the identified constructs by examining mediating and moderating effects. Findings: The study puts forward crucial antecedents of CS and BR. The findings exhibit that perceived trust (PT) and relationship commitment (RC) magnify CS and BR, respectively, while CS amplifies repurchase intention (RI). The study advances that BR and CS partially mediate between the underlying constructs. In addition, fairness and risk exhibit moderating effects between CS and customer repurchase intention (CRI) and BR and CRI. Research limitations/implications: The study illustrates the crucial enablers of BR, CS and CRI that may assist banking professionals in enriching customer experience and holding on to their customers. Originality/value: There is a shortage of research on RC, service innovation (SI) and BR in the IBI. Accordingly, our study builds on the prior studies by considering these constructs using a comprehensive conceptual framework by extending the application of signaling theory (ST) in the banking domain and scrutinizing the dual moderating effects of fairness and risk. © 2024, Emerald Publishing Limited.
Looking beyond transactions: decoding the role of service innovation, relationship commitment and fairness in driving customer satisfaction in retail banking
(Emerald Publishing, 2025) Abhijeet Biswas; Rishi Kant; Deepak Jaiswal
[No abstract available]
Mobile wallets adoption: pre- and post-adoption dynamics of mobile wallets usage
(Emerald Group Holdings Ltd., 2022) Deepak Jaiswal; Vikrant Kaushal; Ashutosh Mohan; Park Thaichon
Purpose: The main objectives of this study are (1) to identify the determinants of pre- and post-adoption dynamics of mobile wallets (m-wallets) usage; (2) to propose and test the linkage framework of pre-adoption and post-adoption dynamics to understand consumers' psyche of m-wallets usage and (3) to examine the moderation of select demographic variables in the path of consumers' continued usage of m-wallets. Design/methodology/approach: The study considered a cross-sectional approach using a questionnaire survey method. The research model encapsulating pre- and post-adoption dynamics of the m-wallet was examined using a sample of 574 users. The analysis also comprised mediation, moderation and multi-group analysis (MGA). Findings: The results identified key antecedents of confirmation, such as performance expectancy, effort expectancy, facilitating conditions and individual mobility. Findings also confirmed the partial mediation effects of satisfaction between confirmation and continuance intentions. Results also confirmed the moderating effects of age and education on the relationship between confirmation and satisfaction. Originality/value: The key contribution of the study is in the form of research progression related to m-wallet usage to test the extended expectation-confirmation model (EECM) in the Indian context by linking the pre-adoption paradigm of extended (unified theory of acceptance and use of technology) UTAUT with individual mobility and post-adoption dynamics of the ECM. The considered framework study also draws support for the role of select demographic variables. © 2022, Emerald Publishing Limited.
Towards green product consumption: Effect of green marketing stimuli and perceived environmental knowledge in Indian consumer market
(Emerald Group Holdings Ltd., 2022) Deepak Jaiswal; Bhagwan Singh; Rishi Kant; Abhijeet Biswas
Purpose: Consumers are becoming increasingly concerned about ecological degradation and are getting conscious of the potential advantages that environmental sustainability can offer, which is also driving them towards the consumption of green products. In view of this, the purpose of this study is to operationalize and test the conceptual model of green purchasing behaviour by incorporating consumers’ perception towards green marketing stimuli including eco-label, eco-brand and environmental advertisements with perceived environmental knowledge in an emerging sustainable market. Design/methodology/approach: The proposed model is based on an integrative and cognitive approach to consumers’ environmental beliefs-behaviour relationship. The 549 valid responses were received from selected metropolitan regions of India and analysed by direct path coefficients along with a bootstrapping method for testing indirect effects. Findings: The results revealed that perception of eco-label and environmental advertisements had a positive influence on green purchasing behaviour, however, the direct relationships of eco-brand and environmental knowledge were not supported in the model. While environmental advertisements and environmental knowledge posed an indirect influence on green purchasing to some extent. Research limitations/implications: The generalizability of the findings needs to augment an extensive approach of a cross-sectional survey. Theoretical, managerial and policy implications were recommended to promote green products towards sustainable consumption. Originality/value: The operationalization of green purchasing behaviour using marketing stimuli has remained scant in the Indian setting. The insights gained from this study contributes to the knowledge domain of green consumer psychology in the backdrop of an emerging market. © 2021, Emerald Publishing Limited.
What drives electric vehicles in an emerging market?
(Emerald Group Holdings Ltd., 2022) Deepak Jaiswal; Vikrant Kaushal; Arun Kumar Deshmukh; Rishi Kant; Pradeep Kautish
Purpose: The study aims to investigate the consumers' adoption of battery electric vehicles (BEVs) using socio-cognitive perceptions and socio-demographic moderators in an emerging sustainable mobility market. Design/methodology/approach: The conceptual model is analyzed via path analysis using online survey data collected from Indian respondents. Findings: The findings substantiate to a greater extent the linkage of social-cognitive perceptions-attitude-intention with the moderation of socio-demographic variables and mediation of attitude towards BEV. Research limitations/implications: The study advocates several interesting theoretical and policy implications offering guidance to academics, policymakers and corporate professionals to encourage the adoption of BEVs in the milieu of the budding transportation industry. Originality/value: The study is built upon a social-psychological linkage framework of ‘perceptions-attitude-intention’. Previous studies have overlooked the impact of social-psychological attributes and the socio-demographic moderators in envisaging the adoption of BEV, which largely remained understudied in the Indian backdrop. © 2022, Emerald Publishing Limited.
Who will adopt electric vehicles? Segmenting and exemplifying potential buyer heterogeneity and forthcoming research
(Elsevier Ltd, 2022) Deepak Jaiswal; Arun Kumar Deshmukh; Park Thaichon
Market segmentation becomes a crucial tool for evolving transportation technology such as electric vehicles (EVs) in emerging markets to explore and implement for extensive adoption. EVs adoption is expected to grow phenomenally in near future as low emission and low operating cost vehicle, and thus, it drives a considerable amount of forthcoming academic research curiosity. The main aim of this study is to explore and identify distinct sets of potential buyer segments for EVs based on psychographic, behavioral, and socio-economic characterization by employing an integrated research framework of ‘perceived benefits-attitude-intention’, The study applied robust analytical procedures including cluster analysis, multiple discriminant analysis and Chi-square test to operationalize and validate segments from the data collected of 563 respondents using a cross-sectional online survey. The findings posit that the three distinct sets of young consumer groups have been identified and labelled as ‘Conservatives’, ‘Indifferents’, and ‘Enthusiasts’ which are deemed to be buddying EV buyers The implications are recommended, which may offer some pertinent guidance for scholars and policymakers to encourage EVs adoption in the backdrop of emerging sustainable transport market. © 2022 Elsevier Ltd