Value and Risk in Business to Business E-Banking

Value and Risk in Business to Business E-Banking

Fakhredin Maroofi (University of Kurdistan, Iran) and Khodadad Kalhori (University of Sanandaj, Iran)
Copyright: © 2016 |Pages: 27
DOI: 10.4018/978-1-4666-9536-8.ch015
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Abstract

The purpose of this chapter is to examine the functional relationships between three types of risk (performance, financial and psychological) and the benefits and sacrifices components of value are tested within a broader neurological network that includes e-service quality and satisfaction, word-of-mouth and intention to switch. The hypothesized relationships are tested; using Partial Least Squares, on data collected through a postal survey from167 Iran-based SME organizations. The results confirm the significant, but the differential impact of the three types of risk on the two value components. Specifically, performance risk and financial risk are found to be significant determinants of benefits, while psychological risk impacts on perceptions of sacrifices. This chapter also provides evidence of the differential impact of the benefits and sacrifices components of value on satisfaction, and the existence of both direct and indirect impacts of these components on word-of-mouth and intention to switch.
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2. Theoretical Background And Model Development

The conceptual framework of this study is described in Figure 1. We suggest a direct relationship between e-service quality and three types of risk (i.e., performance, financial and psycho rational) and benefits and sacrifices, which signify the two components of perceived customer value. In turn, the two components of perceived customer value have created a theory to affect satisfaction and to impact both directly and indirectly on goal to change and likelihood to provide personal word-of mouth suggestion. The argument for studying the behavior of value at its ingredient level rather than at an accumulate level together with decisions goes into the planning of unique hypotheses are presented.

Figure 1.

Conceptual framework

(Faroughian, 2012).

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