CustomerEmpowerment-CEB-Loyalty_Rawdata and Survey form
The dataset contains raw data for perceived values for customer empowerment, CEBs, and customer loyalty collected from 380 FinTech customers in south India via a self-administered survey questionnaire (also attached). The obtained dataset was then cleaned and processed for further use in smartPLS3.
Steps to reproduce
This word document contains the self-administered survey questionnaire that was administered out to 380 participants to conduct the empirical study by getting their responses involving customers’ overall perceptions on empowerment, engagement and loyalty behaviour. The participants were chosen using a snowball sampling strategy and they were mainly customers of FinTech apps for payment and advisory services such as Google Pay, PayTM, PhonePe, BHIM, Scripbox, FundsIndia, PolicyBazaar, BankBazaar etc. The survey questionnaire used a 5-point likert scale adapted from several researchers. The obtained dataset was then cleaned and processed for further use in smartPLS3. Structural Equation Modelling (SEM) using partial least squares (PLS) method was applied to this dataset in smartPLS3 to test the theoretical model, assess the structural model, and understand the direct and indirect effects of the variables.