Management
Sunday Oseiweh Ogbeide; Sunday Nosa Ugbogbo
Abstract
This study investigated the awareness, perceptions and satisfaction of bank customers over Islamic bank products and services within the Benin metropolis. The specific objectives of the research were to examine the relationship between awareness and Islamic bank products and services; find out if customers’ ...
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This study investigated the awareness, perceptions and satisfaction of bank customers over Islamic bank products and services within the Benin metropolis. The specific objectives of the research were to examine the relationship between awareness and Islamic bank products and services; find out if customers’ perception affects Islamic banks’ products and services; and investigate if there is a relationship between customers’ satisfaction and Islamic bank products and services in Nigeria. Structured questionnaires were used to elicit responses from one hundred respondents. The data collected was analyzed using the ordinary least squares (OLS) multivariate regression estimation method. Findings from the analyses revealed that customers’ awareness and satisfaction exerted negative and non-significant influence on Islamic banking products and services. Customers’ perception about Islamic banking products and services was positive and not significant. The study therefore recommends that operators and regulators of Islamic banks need to pay due attention to public awareness and perception with a view to enhancing patronage of the Islamic banking products and services and enabling the sector to effectively compete with its already well-established conventional counterpart.
Geoffrey Bentum-Micah; Wenxin Wang; Moses A. Ameyaw; Zhiqiang Ma; Victor Bondzie-Micah
Volume 7, Issue 4 , April 2020, , Pages 173-188
Abstract
The healthcare industry in developing nations has chronicled high development rate in our current dispensation. This study sought to identify the most critical factors in hospitals related service delivery quality that will drive loyalty and hence ensure the survival and success of the hospital in the ...
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The healthcare industry in developing nations has chronicled high development rate in our current dispensation. This study sought to identify the most critical factors in hospitals related service delivery quality that will drive loyalty and hence ensure the survival and success of the hospital in the future; it ideally tested if the satisfaction of a patient had any role to play in such relationship. This study was conducted using data from (562) patients who received services from (4) four major but different private hospitals in Ghana. The five Service Quality dimensions; Tangibility, reliability, responsiveness, assurance and empathy, patient satisfaction and loyalty to the hospital were the variables well-thought-out for this study. A path analysis was done utilizing SmartPLS V3.2.8; a second-generation multivariate data analysis method (PLS-SEM) in order to compute path coefficients, direct and indirect effects of the variables on patient's satisfaction and also loyalty to the hospital. The study prompted that empathy, responsiveness and tangibility (not assurance and reliability) impact patients’ satisfaction and patient's satisfaction is directly related to patients’ loyalty to the hospital/clinic.
Wanjiku Ng’ang’a. K; Justus M. Munyoki; Francis Kibera; Ganesh P. Pokhariyal
Volume 7, Issue 1 , January 2020, , Pages 1-19
Abstract
The main objective of this study was to determine the mediating effect of perceived value on the relationship between service encounter quality and customer satisfaction. The study was anchored on the value percept theory and the service encounter needs theory. Literature from preceding correlated studies ...
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The main objective of this study was to determine the mediating effect of perceived value on the relationship between service encounter quality and customer satisfaction. The study was anchored on the value percept theory and the service encounter needs theory. Literature from preceding correlated studies was used to develop a conceptual model and hypotheses which were tested using statistical techniques. The study employed a descriptive cross sectional research design. Sampling was done using stratified random technique and a sample of 376 hotel guests was used in the study; a response of 350 (95%) was attained. A pilot study was conducted and reliability of the research tool was tested using Cronbach alpha test, validity tests were also carried out to check whether the tools measure what they were intended to. Four parametric tests; multi-collinearity, normality, heteroscedasticity and linearity of data were done to check the appropriateness and accuracy of the data. Data analysis was done using descriptive statistics, factor analysis, correlations and regression. Results showed that the influence of service encounter quality on customer satisfaction was partially mediated by perceived value and that there was a direct relationship between service encounter quality and customer satisfaction Customers expect that a service is performed right without errors the very first time, therefore, the hotel management must ensure their staff are competent and that other facilities that enhance guests experience like neatness, timely service, modern fixtures meet guest expectations. It was recommended that policy makers and management of hotels in Kenya should improve on service encounter quality and actively pay attention to guests’ expectations. Future research can also be directed at other hotels with lower star ratings as well as the unclassified hotels.
Hema Raviadaran; Omkar Dastane; Muhamad Yusnorizam Ma’arif; Nurhizam Safie Mohd Satar
Volume 6, Issue 10 , October 2019, , Pages 709-730
Abstract
Banking, a demand-driven industry is vastly growing to date by consistently expanding its client network via internet banking. The rendered service quality by banks has nevertheless been the essential tool for attracting prospective customers. Although, impact of service quality on satisfaction and patronage ...
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Banking, a demand-driven industry is vastly growing to date by consistently expanding its client network via internet banking. The rendered service quality by banks has nevertheless been the essential tool for attracting prospective customers. Although, impact of service quality on satisfaction and patronage is well researched, investigating the same for internet banking and in Malaysian context is a definite research gap. This study is conducted to see the impact of service quality on the adoption of internet banking and then to identify if the service quality dimensions of reliability, responsiveness, communication, access and security leads to customer satisfaction and subsequently leads to patronage in Malaysia. The data is gathered from 202 bank customers using judgmental sampling through two sets of questionnaires viz. User of Internet Banking and Non-User of Internet Banking. Based on the determined results produced using SPSS 20 indications were obtained that the customers place great emphasis towards the service quality dimension of security and accessibility of internet banking respectively. The service quality has been found to significantly influence the adoption of internet banking in Malaysia. Service quality aspects, specially access and security, impact satisfaction and satisfaction impacts patronage, therefore, in accelerating the adoption rate, the banks should further enhance their offering in internet banking and concurrently provide a more efficient and easy to user interface.
J Jumadi
Volume 6, Issue 6 , June 2019, , Pages 427-435
Abstract
The creating benefit of the tourism industry if the tourism industry can be creating good management with Management Organization (DMO) and development good relationship with stakeholder connectivity. Aim to the research to evaluation of the effect of stakeholder connectivity toward of Indonesia DMO. ...
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The creating benefit of the tourism industry if the tourism industry can be creating good management with Management Organization (DMO) and development good relationship with stakeholder connectivity. Aim to the research to evaluation of the effect of stakeholder connectivity toward of Indonesia DMO. This research based on quantitative research to test the research hypothesis and reveal the factors affecting stakeholder connectivity toward Indonesia DMO. The sample size of the research 137 with propulsive sampling and the main instrument is questionnaire. The data analysis to use examine hypothesis with IBM SPSS Software 25 Version. The result of the investigations show that the stakeholder connectivity can be influence toward Indonesia DMO. The indicator of successful DMO if the DMO can be good relationship with stakeholder connectivity therefore to the increase relationship with the: academic, business, hotel & restaurant, tour guide, agriculture, handy craft and tour operator.
Mohammad Mokhtari; Seyyed Morteza Ghayoor; Behzad Hassannezhad Kashani
Volume 5, Issue 12 , December 2018, , Pages 905-922
Abstract
By investigating the human life and its evolutions, it can be conceived that human, from the beginning of creature, has attempted to prepare a suitable clothes for himself. The history shows that all divine religions, particularly Islam, have paid a special attention to the human covering as a natural ...
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By investigating the human life and its evolutions, it can be conceived that human, from the beginning of creature, has attempted to prepare a suitable clothes for himself. The history shows that all divine religions, particularly Islam, have paid a special attention to the human covering as a natural need and value. Accordingly, covering issue and Islamic clothing is the core problem of this research. The current study aims to investigate the factors affecting the purchase decision of Islamic clothing by the mediating role of word of mouth. This is a survey research using 5-points Likert scale to collect research data. The reliability of the research tool was acknowledged by Cronbach alpha and its validity was confirmed using face and content validity. The population of the research is the female residents of Mashhad, Iran. The sample size is 384, calculated by the Cochran’s formula, which was surveyed by the convenience non-probability sampling method. Structural Equation Modeling was used for the data analysis and testing the research hypotheses by applying SMART-PLs and SPSS software. Research findings showed that customer trust and satisfaction have positive and significant effects on customer purchase decision. In addition, customer satisfaction and trust influence the customer purchase decision indirectly by the mediating role of word of mouth. It was also found that the word of mouth has a positive and significant effect on purchase decision. It should be noted that customer satisfaction is more influential than customer trust in affecting the word of mouth leading to customer purchase decision.