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As one of the most important industries of a country’s economy, banking is now faced the challenge of competition and demand from the customers to provide excellent service. In addition, the advancement of technology has opened up opportunities to increase service quality of banking offerings. One of the newest approaches is digital banking. Unfortunately, the literature is still limited in this area especially on the customer adoption of this service. The objective of this study is to find driving factors that contributes to the intention to use and reuse digital banking especially in generation Z and Millenials. It is hypothesized that there are six factors that might drive the intention, includes performance expectancy, effort expectancy, social influence, perceived service quality and hedonic motivation. It has also argued that intention is mediated by customer experience. Quantitative research was conducted to 105 respondents in Indonesia where digital banking is flourishing. The results provide valuable insights to the factors of digital banking usage intention in the future.

This study describes motorists’ expectations and perceived performance regarding Traffic Police Departments’ service quality in South Africa and Thailand. It tests correlational and predictive relationships between SERVQUAL dimensions, biographical characteristics, and motorists’ reported level of satisfaction with service quality of traffic police departments adopting an expectancy-disconfirmation model approach. Survey data of respondents from South Africa and Thailand were analysed as overall dataset as well as separately from one another to get insights. Results is intended for re-strategizing the way traffic related services are rendered to overturn motorists’ expressed lack of trust in Traffic Police Departments. The tetrachoric and Pearson correlations and ordinary least square tests performed indicated that age correlated positively and significantly with empathy, while level of education showed a negatively significant correlation with reliability, promptitude and empathy. All six SERVQUAL dimensions and level of satisfaction correlated positively and significantly with each other. Furthermore, only two factors significantly predicted motorists’ level of satisfaction with traffic police departments: tangibility and responsiveness. Although results of analyses performed at country level followed mostly that of the overall dataset, some differences observed are pointed out like no predictive variable of level of satisfaction was found from Thailand sample while only responsiveness significantly explained it. Recommendations are made to empower traffic police officers to deliver an “ideal” service for motorists and to investigate the aforementioned relationships using three other alternative models that are performance, rational, and expectations-artefact models. Lastly, consideration to expanding the model to more behavioural and situational factors is recommended.

This study intended to develop, explore and validate a new measurement scale for the attributes of eBanking adoption dedicated to developing economy countries. It gathered items from previously validated instruments underlying eight banking customers characteristics, performance expectations, effort expectations, perceived ease of use, social influence, perceived digital banking services quality, hedonic motivation and customer experience to form the initial measurement scale. Once, data was collected using convenience sampling, they were analysed through factor analysis procedures. At the exploratory phase, five components were retained and while four have been labelled according to some initial dimensions, one was renamed perceived performance of digital banking. Furthermore, one item was removed from each reorganised component to increase internal consistency. At confirmatory factor stage, all remaining items were allowed to be incorporated in the final measurement scale, though, reaching an overall good fit model index necessitated the technique of correlating error terms for two measurement models: perceived performance of digital banking and social influence. Recommendations were made to extend the study kind investigation to gather data from much more developing economy countries as well as integrating other components that were not considered.

Problem investigated and objectives: Franchisees often complain that franchisors do not meet their needs, and are generally viewed as being unhappy with the franchise relationship between franchisees and franchisors. The aim of this paper is to investigate the level of satisfaction of franchisees with the franchise relationship, including the following elements: franchisee independence, support with the selection of a distribution point, allocation of geographical trading areas, support with the design and layout of distribution points, comprehensive training programmes, the provision of continuous market and product information and operational support, and advertising and financial support, including systems for bookkeeping. Approach: The data represents two groups of the same franchise, namely franchisees operating for two years and less as franchisees and franchisees who have been operating for longer than two years as franchisees. The extent to which these two groups view the relationship elements differently will be examined. Findings: The findings indicate that both groups had a high level of satisfaction with the franchise relationship between franchisees and franchisors, with the exception of identified opportunities, which could be further developed in order to increase the franchisees' level of satisfaction with the franchise relationship between franchisees and franchisors. Conclusion: In view of the results of this research, it was concluded that the franchisees of the selected franchisor in the franchise industry displayed a high level of satisfaction with the franchise relationship between franchisors and franchisees.