Today, the banking sector plays a significant role due to the substantial increase in the number of banks and has become an intensely competitive field. The purpose of this paper is to strengthen knowledge of retail banking services by finding the interrelationships between service justice, service quality, social influence, and corporate image concerning service satisfaction and loyalty. In addition, we sought to determine the moderating effect of bank ownership (i.e., state-owned and private sector banks) on the above relationships. Data were collected at random through online surveys that were analyzed using structural equation modeling. Empirical findings revealed that service justice and quality have a significant effect on service satisfaction and customer loyalty. Social influence has a significant effect on customer loyalty, but not on service satisfaction; however, corporate image is positively related to service satisfaction, but not to customer loyalty. Understandably, service satisfaction was assumed to have a fundamental relationship to consumer loyalty. However, moderation results indicated that state or private sector ownership of banks was an equally important moderating factor for almost all dimensions relevant to customer loyalty, other than service justice, social influence, and service satisfaction. The study presents theoretical contributions and considers the managerial implications for banking services that are potentially applicable to other financial institutions.

Purpose—The aim of the study was to visualize the impacts of the service quality dimensions under the SERVQUAL model regarding the relationship quality and behavioral intentions of consumers in the retail banking services of Bangladesh. Design/Methodology/Approach—In this study, a structured questionnaire was used to conduct a survey, and 234 valid data samples were collected for the quantitative analysis. The measurement and structural models were used to explore the hypothesized connections among variables using the structural equation modeling (SEM) approach. Findings—The empirical results of this research indicated that SERVQUAL dimensions (tangibles, reliability, empathy, assurance, and responsiveness) seemed to be highly valued for measuring service quality. The service quality influences the quality of relationships and behavioral intentions. The relationship quality has a significantly positive impact on behavioral intentions and a mediation effect on service quality and behavioral intentions. Originality/Value—The aim of this research was to develop an advanced connection between relationship structural equation models and managerial implications as a reference and an application for the banking industry.

The impact of mobile commerce on our daily lives is growing, and it is starting to provide new services that are both engaging and beneficial. The study's objective is to look at how users intend to utilize mobile payment (m-payment) services and how usage intentions and customer satisfaction are impacted. This study aims to comprehend the current state of m-payment services in Bangladesh and determine whether consumer intentions are affected by perceived ease of use, perceived usefulness, mobility, cost, perceived risk, perceived trust, and social influence. A structured online survey with 350 valid samples was undertaken to gather contextual data. The results indicate that perceived ease of use, perceived usefulness, perceived trust, and social influence have a significant and positive impact on m-payment services. On the other hand, mobility, cost and perceived risk have not influenced consumer intentions toward m-payment services. However, this research will assist managers in creating appropriate business plans and service strategies for distinct m-payment user groups, enabling them to invest the necessary amount of time, effort, and money in the creation of m-payment systems. The results will also serve as a reference for future mobile payment research.

This research aims to observe how social presence influences online social capital and the behavioral intention of social commerce (s-commerce). The online survey with a structured questionnaire is used to collect data and analyzed by a structural equation model (SEM). The authors found that social presence is directly connected with online social capital (bonding and bridging). Social presence is not meaningfully connected to s-commerce intention (sharing and shopping), but the cluster model argues that social presence has a significant connection with social sharing and shopping intention. Online social capital and s-commerce intention are positively related to social interaction, and the results also confirmed that social capital is a complementary mediator. The paper provides different research instructions and guidelines for consumers and scholars. They offer a user-preferred s-commerce environment that is related to helping enterprise proprietors provide personalized services and supporting clients to acquire precious purchase-related information.

Purpose - Social commerce (SC) is the growth of social media highlighting the e-commerce transactions and currently, the greatest challenges of e-commerce have attracted the influence of trust in social commerce intention (SCI). Based on the challenge, the study's purpose is to discover the effect of social support (informational and emotional support) on the SCI. The study also explores the mediation effect of trust and the moderation impact of culture between the USA and Korea. Design/methodology - This study used a sample of 482 surveys filled out by online shoppers from the US and Korea, two countries with divergent cultural values. Structural equation modelling (SEM) is used to analyze the hypothetical paths. In addition, bootstrapping and multi-group analysis are perform to view mediation and moderation effects respectively. Findings - The results of our study shows that both informational and emotional support significantly influences trust and SCI. Our results also supports the mediating effect of trust in social support and the moderating effect of culture in forming SCI. Originality/value - Our empirical results provide important information to businesses formulating cross-cultural SC strategies. This will help SC companies to analyze the aspects of customer trust through social support, which in turn will increase SCI and thereby established a competitive position for SCs. Our results will also be holistic directions for SC vendors in cross-cultural settings, which will offer important social and economic contributions to the sustainable growth of SC's business.

소셜커머스 (s-commerce)는 온라인과 오프라인 환경에서 소셜 미디어를 통해 이루어지는 전자 상거래 (e-commerce)의 새로운 현상이다. 거대한 사용자 기반과 빠른 접근성으로 인하여 소셜커머스는 기업에게는 새로운 경영환경을 제공함과 동시에 연구자들에게는 이를 연구할 수 있는 독특한 주제를 제시하고 있다. 이에 본 연구는 2006-2019년 사이에 출판된 소셜커머스 관련 문헌을 조사하여 관련이론을 체계적으로 분석하고자 한다. 이를 위하여 본 연구 먼저 소셜커머스의 역사와 여러 가지 정의를 살펴보았고 이를 7가지 형태로 분류하였다. 본 연구는 소셜커머스가 사회적 가치의 창출할 수 있는 훌륭한 도구임을 제시하였고, 이를 통하여 지속 가능한 발전을 창출할 수 있는 효과적인 가이드라인을 제시하고자 한다.