Understanding customer loyalty in mobile wallet apps: A post-pandemic analysis with customer involvement as moderator

DeLone and McLean (1992) model of information systems success has received much attention amongst researchers. This study aimed to respecify and validate the DeLone and McLean model (2003) by proposing a social exchange theory for underlying changes in the direction of perceived quality and adding perceived value variables suggested by Wang (2008). The purpose of this study was to obtain a better understanding of information system of the user perception when using organization’s information systems. Therefore, a model for testing the information systems success was formed.
The primary data used in this study were collected from 102 respondents who apply accounting software in their companies (end-user computing). Companies that were used as samples in this study were the ones that created or developed accounting software by themselves. 27 questionnaires were obtained by mail survey accompanied with a contact-person approach.
All of the hypotheses tested were found to be significantly supported. The model provided strong support for the relationships between perceived quality, perceived value, user satisfaction, and net benefits. Information and system quality has been shown as a proxy that affects service quality. Information quality, system quality, and service quality cause the formation of perceived value and, then, this perceived value will affect user satisfaction and net benefits. The characteristics of information systems are an important aspect that researchers should concern when testing the information systems success.

This study examined the influence of work-life balance, work stress, employee engagement, and working environment on employee wellbeing in the banking sector of Pakistan. Due to complex human resource policies in Pakistan, employee wellbeing is neglected in several banking institutions; this study addresses a research gap in this way. Drawing upon job demands-resources theory, the study employed a quantitative methodology through a survey of 360 employees from private and public banks in Pakistan. The results from PLS-SEM (Partial Least Squares Structural Equation Modeling) demonstrate that employee engagement and work stress are significantly related to employee wellbeing, while working environment has a significant interactive effect between employee engagement and employee wellbeing. Theoretically, the study contributes to broadening the existing literature on human resource management. Practically, this study provides guidelines to human resource practitioners, managers, and policymakers on devising strategies for their employee wellbeing in going forward.

Acknowledgment
This work was supported by the Internal Grant Agency of Tomas Bata University in Zlin under the Projects No. FaME TBU No. IGA/FaME/2020/010 and IGA/FaME/2019/008. The authors would like to extend their appreciation to Prof. Boris Popesko (Vice-Dean for Research and Business Liaison) at the Faculty of Management and Economics for facilitating the financial readiness of this project.

This study aims to compare the credit risk and profitability of banks in Indonesia. For this, the descriptive-quantitative method is used. The sample collection is based on the purposive sampling method. The study involved 71 Indonesian banks listed on the Indonesian Stock Exchange and Financial Services Authority, both conventional and Sharia. The research data are secondary data that include published results of quarterly financial reports of both conventional and sharia banks obtained from the website of the Financial Services Authority or the official websites of banks. The profitability of banks in making profit is measured by the Return on Assets ratio. The method of analysis used is the paired sample t-test. The results show significant differences in nonperforming loans (NPL) before and after the COVID-19 pandemic in conventional banking. However, there is no significant difference in Sharia banking. Moreover, there is no significant difference in profitability before and after the new normal implementation. This study provides empirical evidence that Indonesia’s banking restructuring policies to anticipate the impact of COVID-19 did not work optimally. The study is expected to help bank managers and the Financial Services Authority as a basis for evaluating the implementation of government policies to restructure the banking system.