Dodwani, Bijal (2025) The impact of electronic word of mouth (eWOM) on service quality, investor behavior, and firm performance in UK and US banking sector. (PhD thesis), Kingston University, .
Abstract
This thesis focuses on the impact of electronic word of mouth (henceforth eWOM) on service quality, investor behaviour, and non-financial firm performance in the UK retail banking sector and US listed banks. eWOM has emerged as a transformative, open data source tool shaping customer and investor attitudes and decision-making processes. Financial institutions are uniquely impacted by eWOM, as online reviews, ratings, and social media discussions heavily influence customer and investor perceptions. This underscores the growing need for ongoing academic research in this area. Hence, this thesis explores three critical areas of research interest for the banking sector with each Chapter Two, Three and Four focussing on a specific aim, objectives and research questions within the context of the overall thesis. The thesis addresses gaps in eWOM literature by integrating qualitative eWOM data into service quality assessments and analysing the impact of regulatory sanctions on market sentiment. It advances knowledge by incorporating eWOM into service quality framework (henceforth SERVQUAL) assessments and employing novel text mining techniques and sentiment analysis. Practically, it equips banks with tools to enhance customer satisfaction through eWOM insights and supports data-driven decision-making. Additionally, it aids policymakers and investors in understanding the market effects of regulatory actions. The study’s innovative methodologies, including relative sentiment scores and panel data models, provide a replicable framework for assessing service quality and market sentiment across industries.
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