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Title: The Effect of Customer Education in relation to Banking Transactions on Traditional Retail Business: The Mediating Role of Emotional Design and Experience Design
Authors: Sundas Fatima, Rana Zahid Hafeez, Muhammad Khalid Saeed
Journal: Journal of Banking and Social Equity (JBSE)
Publisher: Islamia University, Bahawalpur
Country: Pakistan
Year: 2022
Volume: 1
Issue: 2
Language: English
Keywords: Experience DesignEmotional DesignPsychological TheoryCustomer EducationTraditional Retail BusinessBanking transactions
The study focuses on how consumer education in relation to banking transactions affects traditional retailing, how emotional design and experience design operate as mediators, and how relevant psychological theory applies to Chinese labour. The project intends to create its own psychological theory and explore the impact on traditional retail and emotional design. The data was analyzed using a survey of 340 employees in China firms that was done both online and in-person. The results of structural equation modelling (SEM) show that traditional retail operations have a favourable influence on customer education. The study's findings also revealed a link between conventional retail business, emotional design, and experience design. Additional research can be carried out to keep the understanding of our model accurate. In China traditional retail, it is customary for the shareholder also serve as the store manager to run the company alongside their family. According to the study site's analysis of the data gathered, the bulk of traditional retail business owners conduct their operations and deal directly with customers. Despite our best efforts, we were only able to use a tiny sample for this inquiry. The major findings of this study could be verified in follow-up investigations using a bigger sample. A number of important policy recommendations, questions for further research, and recommended theoretical and practical repercussions are made.
To examine the effect of customer education in relation to banking transactions on traditional retail business, and to investigate the mediating roles of emotional design and experience design, applying relevant psychological theory to Chinese labor.
The study employed a quantitative approach using structural equation modeling (SEM), specifically PLS-SEM Smart PLS 3, to analyze data collected through a survey of 340 employees in Chinese firms. The survey was administered both online and in-person. A 15-item questionnaire was used, with scales adapted from previous research for customer education, emotional design, experience design, and traditional retail business. Data collection occurred between September 1st, 2022, and November 1st, 2022.
graph TD
A["Develop Conceptual Framework and Hypotheses based on Psychological Theory"] --> B["Recruit Chinese Employees as Participants"];
B --> C["Administer Survey"Online & In-person""];
C --> D["Collect 340 Completed Surveys"];
D --> E["Analyze Data using PLS-SEM"];
E --> F["Evaluate Measurement Model Reliability, Validity"];
F --> G["Evaluate Structural Model Hypothesis Testing"];
G --> H["Interpret Results and Draw Conclusions"];
The study found that customer education positively influences traditional retail business, emotional design, and experience design. The mediating roles of emotional and experience design are crucial in understanding how customer education impacts traditional retail. The findings suggest that service providers benefit from knowledgeable customers, leading to improved service quality and reduced risk. The research highlights the importance of understanding customer education for retail format selection and purchase decisions, emphasizing the need for businesses to provide realistic service experiences alongside conceptual understanding.
- Customer education has a significant and positive impact on traditional retail business.
- Customer education has a significant and positive impact on emotional design.
- Customer education has a significant and positive impact on experience design.
- Emotional design significantly impacts traditional retail business success.
- Experience design significantly impacts traditional retail business success.
- Both emotional design and experience design mediate the significant relationship between customer education and traditional retail business.
Customer education plays a vital role in the success of traditional retail businesses, with emotional and experience design acting as significant mediators. The study concludes that a friendly, compassionate, and cooperative approach between parties fosters secure trading relationships and positive outcomes. The research contributes to the understanding of customer education's impact on experience and emotional design within the context of banking transactions and traditional retail.
- The study surveyed 340 employees in China.
- Data collection took place between September 1st, 2022, and November 1st, 2022.
- The R square values for emotional design, experience design, and traditional retail business were 0.385, 0.437, and 0.577, respectively.
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