• A SERVQUAL approach to identifying the influences of service quality on leasing market segment in the German financial sector

      Ramanathan, Usha; Win, Sandar; Wien, Andreas (Emerald, 2017-06-19)
      Purpose – The purpose of this paper is to determine the nature of the relationship between service quality and desired customer behaviours in the leasing market using an appropriate service quality measurement model. We take a step further by recognising the possible differences in influence of service quality in private and corporate customers, and those business dealings with low, medium and high lease values. Design/methodology/approach – We use deduction method to test the SERVQUAL in the German leasing market and the relationship between customer satisfaction and desired behavioural outcomes. The developed questionnaire is based on the 22 item scale of the SERVQUAL approach. Samples are selected based on convenience sampling. Findings – We found differences in the levels of inflence by SERVQUAL dimensions on corporate and private customers as well as among those customers with different leasing contract values. From the regression analyses, it is clear that ‘assurance’ from the leasing company is the most common SERVQUAL dimension that has significant impact on overall service quality perceptions and obtaining customers satisfaction and loyalty (behavioural outcomes). Originality/Value –We recognised that all financial services are not created equally to meet customer demands. Hence, the customer expectations of service quality from these services will be different. We contributed to the marketing literature by studying customer perceptions of service quality by specifying financing aspects of financial services, i.e. leasing. We further contributed to the literature of SERVQUAL model in financial services by dividing customers into two different types of customers and those with diverse leasing contract values. We found that priorities given on service quality dimensions by them are different. These concepts were never considered in the literature. This also implies that future studies on financial services marketing need to recognise such differences in the research.
    • What are the possible future research directions for bank’s credit risk assessment research? A systematic review

      Win, Sandar; University of Bedfordshire (Springer Verlag (Germany), 2018-03-11)
      Banking prudence and efficiency to manage their risks in different business cycle and environment would help to alleviate crises and losses. Hence, the effective assessment of credit risk is an essential component of a comprehensive technique to credit risk assessment and critical to the long-run of not only banking institutions but also the economy as a whole. Therefore, it has received a great interest from scholars across finance and economics to investigate such assessments by banks in different countries using diverse theoretical underpinnings and methodologies. Hence, this paper is developed to review analytical conceptualisations of credit risks assessments that have been developed in the academic literature. By means of a systematic review, it provides a comprehensive analysis that encompasses approaches used in research papers. There has been no prior review on analytical conceptualisations in this area. Moreover, this review is done in a systematic manner, i.e. categorising journal articles into different categories such as purposes, perspectives and methodologies through a transparent and thorough process. Thus, it will be able to provide an objective review. Finally, the paper will outline the evolution of methodologies and theoretical underpinnings in credit risk management research and a landscape for possible future research directions
    • Young people and police making "Marginal Gains": climbing fells, building relationships and changing police safeguarding practice

      Factor, Fiona; Ackerley, Elizabeth; University of Bedfordshire; University of Manchester (Emerald, 2019-09-05)
      Purpose The purpose of this paper is to describe a youth work model of participatory research practice which utilises a range of methods within non-traditional research settings, highlighting the importance of trust, risk-taking and the creation of mutually respectful and non-hierarchical relationships. The paper suggests that such methods enable the development of new insights into previously intractable challenges when working with adolescents needing a safeguarding response from professionals. Design/methodology/approach The paper reflects on the challenges and successes of a project which brought police officers and young people together to develop solutions to improving safeguarding responses to young people affected by sexual violence and related forms of harm in adolescence. In particular, this paper focuses on a residential held in October 2016 in the Lake District involving 7 officers and 15 young people. Findings Despite a number of ethical challenges throughout the project, this paper makes the case that potentially high-risk participatory research projects can be supported and managed by university research centres. However, for these to be successful, staff need to work in trauma-informed ways, and possess high-level expertise in group work facilitation. Transparency, honesty, constancy and a range of different and creative activities, including mental and physical challenges, all contributed to the success of the project. Originality/value By detailing the empirical steps taken to develop, support and realise this project, this paper advances a youth work model of participatory research practice, filling an important gap within the methodological literature on participatory work with young people affected by sexual violence.