Palamidovska, Nikolina
Preferred name
Palamidovska, Nikolina
Official Name
Palamidovska, Nikolina
Main Affiliation
Email
nikolina@eccf.ukim.edu.mk
38 results
Now showing 1 - 10 of 38
- Some of the metrics are blocked by yourconsent settings
Item type:Publication, Can Setting and users’ characteristics influence m-banking value and reuse intentions?(2019-06-12); In the last decade, the provision of banking services has dramatically changed due to the intense implementation of new technologies, starting from the Internet and mobile banking (m-banking), including virtual assistance, to functioning entirely without any physical presence of offices or staff. This technological disruption has required from m-banking users to start considering different elements of the setting in order to appropriately recognise the value of the provided service. However, value-related perceptions are also believed to be closely connected to customers’ individual characteristics or conditions. That is why we have found necessary to study the duality of the environment-related stimuli and their antecedent influence on different value elements that depict the overall perceived value. With this objective in mind and following Sheth, Newman, & Gross’s (1991) Theory of Consumption Values, we employ the Stimulus-Organism-Response (S-O-R) model (Mehrabian & Russell, 1974) to describe the process of environmental stimuli determining customers’ actions and finally their precise responses. Thus, we contemplate external (m-banking setting) and internal (m-banking users’ personality) factors as environment-related stimuli (S); utilitarian, hedonic, social and epistemic value as organism perceptions related to the overall perceived value of the service (O); and, customers’ intention to continue using m-banking services as a response (R). After a thorough literature review, we decided to consider the following variables (Figure 1), as some of the most influencing ones in the provision of m-banking services to describe the proposed S-O-R process: (a) the external stimuli are described by m-banking ubiquity and gamification; (b) the internal stimuli are designated to be customers’ self-congruence and innovativeness; (c) the value elements, which further influence the overall perceived value, are represented by the perceived usefulness, entertainment, subjective norms and acceptance of change, related to the utilitarian, hedonic, social and epistemic value, respectively. Figure 1: Proposed model An empirical investigation was performed in the Republic of Macedonia with 252 actual users of m-banking services. The survey was carried out using personal questionnaires and the employed methodology for the data analyses was the method of Partial Least Squares. The results reveal that the external factors (ubiquity and gamification) positively influence the respective utilitarian and hedonic perceived values (presented through the perceived usefulness and entertainment). Furthermore, the users’ internal factors (self-congruence and innovativeness) correspondingly affect the social and epistemic value (explained by subjective norms and acceptance of change). Moreover, except for the hedonic value (entertainment), each of the value elements impacts the overall perceived value, which in turn incites m-banking reuse intentions. The main implications of this study can be summarised as follows: a) this is a unique study that considers both external factors from the m-banking environment and internal elements of its users as incitements of different value elements; b) banks should focus their effort to maintain users who are prone to using innovative technologies and try to evoke customers’ identification as m-banking users; c) the m-banking universal usage should be emphasised as a unique opportunity for customers, so that the practicality of the service could be acknowledged; d) games and animation elements should be avoided, given that the implementation of entertainment features might contribute to a lack of seriousness perceived in the service; e) banks’ actions should address users interested in new technologies who need social recognition related to these preferences. The limitations of this research can be overcome in future by replicating the model to other Balkan countries, so a more general conclusion for the whole region can be obtained. Furthermore, m-banking users’ personality could be more thoroughly explored as a way to distinguish between different types of users. Finally, concentrating on diverse environmental stimuli might better explain the m-banking setting, perceived rather as utilitarian than as hedonic. - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Service quality, customer satisfaction and loyalty: An empirical analysis of the Macedonian retail banking sector(33rd EBES CONFERENCE 2020, 2020-10); ; The basic aim of this study is to explore most common constructs for quality of banking services, which influence customer satisfaction and examine the impact of customer satisfaction on customer loyalty in the context of banking relationships. The questionnaire was used to collect the data from 192 valid respondents by convenience sampling method. SPSS was used to analyze the data and AMOS was used to test the model. The results of the study show that there is a positive and significant link between customer satisfaction and constructs of service quality like tangibility, reliability, competence conflict handling and further study inferred that customer satisfaction is positively significant related to customer loyalty. - Some of the metrics are blocked by yourconsent settings
Item type:Publication, CORPORATE SOCIAL RESPONSIBILITY COMMUNICATION IN WESTERN BALKANS BANKING INDUSTRY: A COMPARATIVE STUDY(Faculty of Management, Academy of Economic Studies, Bucharest, Romania, 2019-09); The purpose of this paper is to study corporate social responsibility (CSR) reporting activity in the Western Balkans (WB) banking industry. The first aim of the study is to measure the level of CSR reporting activity of banks within Western Balkan Countries (WBC), and the second is to compare the results within WBC and with other countries and regions in the world. We apply the method of content analysis to measure the CSR reporting activity of all licensed banks in WB actively operating until May 2019. Findings indicate that almost half of the banks from WB do not disclose any social responsibility information on their websites. Only a small number of banks prepare independent CSR report, while almost half of the banks who have CSR disclosure, report their CSR initiatives through a web link/heading. One-quarter of the banks report their CSR activities within their financial or annual report. External disclosures are most frequently reported. The category of community involvement is the most frequently reported, while the second most reported CSR activity is under the category of environment. The regression analysis revealed that the size of the banks represented in terms of total assets is a modest predictor of the level of CSR reporting. The paper contributes to the scarce literature of CSR reporting in the banking industry from WB. The results from this study can help academic researchers, business practitioners and policymakers to better understand the phenomenon of CSR communication in the banking industry in the region of WB. - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Understanding Monetary Policy Communication in a Small and Open Economy Under an Exchange Rate Anchor: The Case of North Macedonia(Taylor & Francis, 2025); ; - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Enriching m-banking perceived value to achieve reuse intention(Marketing Intelligence & Planning, Vol. 37 No. 6, pp. 617-630 (2019), 2019-09-02); Purpose – The purpose of this paper is to model the perceived value and customers’ intention to continue using m-banking services, assuming the existence of multiple consumption values. Specifically, it is proposed that entertainment (hedonic value), ubiquity (utilitarian value) and novelty seeking (epistemic value) impact m-banking overall perceived value, which in turn influences customers’ reuse intentions. Design/methodology/approach – A survey with 260 Macedonian current users of m-banking services was carried out, using questionnaires as a method of data collection. Five-point Likert scales adapted from the relevant literature to the context of m-banking services were used to measure the variables. PLS-SEM approach was employed to estimate the proposed model. Findings – The findings indicate that bank entities can increase customers’ intention to reuse m-banking, by providing an enriched perceived value of m-banking services, precisely putting emphasis on perceived value drivers related to utilitarian value (ubiquity) and epistemic value (novelty seeking). Hedonic value (perceived entertainment) does not show a significant influence on the perception of m-banking value. Originality/value – This study provides a different perspective of the perceived value observation, by contemplating not only the well-established hedonic and utilitarian aspects of value, but also the epistemic component, considered as a vital element in contexts of mobile technologies adoption. Moreover, this is the first study to explore the m-banking perceived value in a developing country in the Balkans. - Some of the metrics are blocked by yourconsent settings
Item type:Publication, The Relevance of Relatives and Friends: Subjective Norms and Social Networks Driving Young Macedonians’ COVID-19 Vaccine Decisions(Common Ground Research Networks, The International Journal of Interdisciplinary Social and Community Studies, 2024); ; - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Emotions, Personality Traits and Satisfaction: Assessment and Model Development(EBES, 2018-10-24); The aim of this paper is to develop a model linking personality traits, emotions and satisfaction in the context of banking services. Namely, we tested and empirically proved the relationship between two personality traits and positive/negative emotions and further between these two types of emotions and satisfaction. A data set of 269 usable responses was used and the dimensionality of each construct was assessed with exploratory factor analysis. Further, confirmatory factor analysis and structural equation modeling were applied in testing the proposed model. The results indicate that neuroticism as a personality trait is antecedent of negative emotions, while extraversion is antecedent of positive emotions. Both types of emotions (positive and negative) are antecedents of satisfaction. Precisely, negative affect influences satisfaction in a negative way, while the influence of positive affect on satisfaction is in positive direction. The present paper contributes to the existing literature by empirically analyzing the affective part of customer satisfaction, which is still avoided in some of the customer satisfaction studies. - Some of the metrics are blocked by yourconsent settings
Item type:Publication, The Evolution of Customer Engagement in the Digital Era for Business: A Review and Future Research Agenda(Taylor & Francis, 2024); - Some of the metrics are blocked by yourconsent settings
Item type:Publication, - Some of the metrics are blocked by yourconsent settings
Item type:Publication, The Impact of Customer Retention Orientation and Brand Orientation on Customer Loyalty and Financial performance in SMEs: Empirical Evidence from a Balkan Country(Journal of East European Management Studies, 2017-01-21); ;