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Examining the Effects of Employee Engagement Level, Self-Efficacy, and Service Quality on Customer Complaints Among Employees in Online Banking and Financial Services : = A Quantitative Causal-Comparative Non-Experimental Study.

Record Type:	Language materials, manuscript : Monograph/item
Title/Author:	Examining the Effects of Employee Engagement Level, Self-Efficacy, and Service Quality on Customer Complaints Among Employees in Online Banking and Financial Services :/
Reminder of title:	A Quantitative Causal-Comparative Non-Experimental Study.
Author:	Adupe, Edenia Montezores.
Description:	1 online resource (283 pages)
Notes:	Source: Dissertations Abstracts International, Volume: 85-02, Section: A.
Contained By:	Dissertations Abstracts International85-02A.
Subject:	Finance. -
Online resource:	click for full text (PQDT)
ISBN:	9798379965365

Examining the Effects of Employee Engagement Level, Self-Efficacy, and Service Quality on Customer Complaints Among Employees in Online Banking and Financial Services : = A Quantitative Causal-Comparative Non-Experimental Study.
Adupe, Edenia Montezores.

Examining the Effects of Employee Engagement Level, Self-Efficacy, and Service Quality on Customer Complaints Among Employees in Online Banking and Financial Services :A Quantitative Causal-Comparative Non-Experimental Study. - 1 online resource (283 pages)

Source: Dissertations Abstracts International, Volume: 85-02, Section: A.

Thesis (D.B.A.)--Northcentral University, 2023.

Includes bibliographical references

The problem addressed by this quantitative causal-comparative non-experimental study was to understand the increasing number of banking misconduct complaints in online banking services. The purpose was to examine the effects of the three predictor variables, employee engagement level, self-efficacy, and service quality (as the determinant of quality training), on the criterion variable, the number of customer complaints in the online banking system. The increasing number of customer complaints was cause for concern in the banking industry. The limited research studies on quality training in financial technology have led the researcher to focus on this study. There is a gap in whether employees with inadequate training result in customer complaints about online banking services. The descriptive statistical analysis result of the mean indicated a score of 4.4231 for service quality, 5.9161 for engagement level, and 4.9826 for self-efficacy. The binomial logistic regression method was performed to determine if the means of the three predictor variables affect a criterion variable (customer complaints) in the online banking system. The seven assumptions were tested and none of the seven violated the study. A statistical analysis result for the goodness of fit using an omnibus test of chi-square indicated a significance value of ˂.001, χ2(71) = 134.474, p ˂ 0.05. Thus, the overall model indicates that each predictor variable significantly affects the criterion variable with a significantly less than 0.05, which is p ˂.001. However, in transformed variables, the analysis showed significant values of .449 for service quality, .689 for engagement level, and .060 for self-efficacy. When looking at the individual model of the three predictor variables, only engagement level indicates a strong significant effect of ˂ .017, which is p ˂.001 that rejects the null hypothesis. The significant p-value of .894 for service quality (H2o), and a significant p-value of .364 for self-efficacy (H4o) were not significant, allowing us to accept the null hypothesis. Thus, further research is recommended.

Electronic reproduction.
Ann Arbor, Mich. :
ProQuest,
2024

Mode of access: World Wide Web

ISBN: 9798379965365Subjects--Topical Terms:

559073
Finance.
Subjects--Index Terms:

BusinessIndex Terms--Genre/Form:

554714
Electronic books.

Examining the Effects of Employee Engagement Level, Self-Efficacy, and Service Quality on Customer Complaints Among Employees in Online Banking and Financial Services : = A Quantitative Causal-Comparative Non-Experimental Study.
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520 $a The problem addressed by this quantitative causal-comparative non-experimental study was to understand the increasing number of banking misconduct complaints in online banking services. The purpose was to examine the effects of the three predictor variables, employee engagement level, self-efficacy, and service quality (as the determinant of quality training), on the criterion variable, the number of customer complaints in the online banking system. The increasing number of customer complaints was cause for concern in the banking industry. The limited research studies on quality training in financial technology have led the researcher to focus on this study. There is a gap in whether employees with inadequate training result in customer complaints about online banking services. The descriptive statistical analysis result of the mean indicated a score of 4.4231 for service quality, 5.9161 for engagement level, and 4.9826 for self-efficacy. The binomial logistic regression method was performed to determine if the means of the three predictor variables affect a criterion variable (customer complaints) in the online banking system. The seven assumptions were tested and none of the seven violated the study. A statistical analysis result for the goodness of fit using an omnibus test of chi-square indicated a significance value of ˂.001, χ2(71) = 134.474, p ˂ 0.05. Thus, the overall model indicates that each predictor variable significantly affects the criterion variable with a significantly less than 0.05, which is p ˂.001. However, in transformed variables, the analysis showed significant values of .449 for service quality, .689 for engagement level, and .060 for self-efficacy. When looking at the individual model of the three predictor variables, only engagement level indicates a strong significant effect of ˂ .017, which is p ˂.001 that rejects the null hypothesis. The significant p-value of .894 for service quality (H2o), and a significant p-value of .364 for self-efficacy (H4o) were not significant, allowing us to accept the null hypothesis. Thus, further research is recommended.
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