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... A shopping mall is a place where consumers are in search of a location where they can relax. According to a marketing publication, expectations are a critical, decisive factor determinant of consumer behaviors [14][15][16][17][18][19][20][21]. The limitation of this research is based on selected attributes of Emerald Mall; need-based facilities to the ground plus three floors of the building that are used for shopping activity. ...
Article
Shopping is an activity embedded in society and is done in different modes in different societies. The objective of this research is to present contemporary shopping as a modified activity, which is widely practiced in shopping malls. Furthermore, it intends to examine contemporary shopping behavior in light of the user's need-based facilities. It signifies the use of the shopping mall as a multi-fold activity encompassing the allied facilities. These include a washroom, a prayer area, an Automated Teller Machine (ATM), currency exchange, lost and found, a rest room, a child care area, a baby cart, a first aid room, and a bank, to name a few. These user-based facilities have emerged as distinct attributes of shopping malls, defining the peculiarity of a mall. This research focuses on some need-based facilities mainly and then narrows down to sub-categories of need-based facilities in a selected shopping mall named Emerald Mall. The research adopts the quantitative method for data collection and presents findings statistically while the standards are relevant to the shopping mall attributes collectively. The findings include the identification of inadequate facilities such as a lost and found counter, an ATM, a prayer area, currency exchange, and washrooms. Furthermore, a rest room, a child care area, a baby cart, a bank, and a first aid room for emergency care were missing. The research concluded that the selected shopping mall needs improvements in many areas, while some areas are already established, including design consideration for physically challenged users. The research establishes its contribution as the provision of framework and modular analysis of selected study for contextual approach for the development of the architectural design. Research also recommends design innovations in the selected mall in order to address the discrepancies identified.
... stomer loyalty positively affects organizations' growth (Khoa, 2020). Nowadays, worldwide everyone wants the best products and services. Customer loyalty maintains a relationship with the organizations. Trust has been discussed in various disciplines and has been incorporated in multiple ways. Many others have discussed trust in services marketing (Parasuraman et. al., 1991). (Moorman et al., 1993) define trust as "the eagerness to rely on an exchange partner in whom one has trust." Most studies have looked at trust as a one-dimensional concept (Dwyer et. al., 1987). ...
Article
Purpose Failures are inevitable and the hospitality business faces it more as the number of tourists continues to rise around the world. The purpose of the study is to examine the impact of trust, satisfaction, and service quality on customer loyalty. In addition, this study endeavors to understand the mediating role of hotel image between the relation of customer satisfaction and loyalty. Design/approach/Methodology A structured questionnaire was distributed among 700 hotel customers who had the experience of staying in the 3, 4, or 5-star hotels. The PLS-SEM technique was used for data analysis and to study the relationship established between constructs. Findings The study found the significant and positive influence of trust, satisfaction, service quality on customer loyalty. The partial mediation effect of hotel image between the relationship of satisfaction and loyalty was also established. Practical implications Hotel plays a crucial role in the tourism industry. Based on the previous studies, hotels should take appropriate action to improve customer satisfaction and customer loyalty. With continuous substantial annual changes in the tourist industry, hotels need to reevaluate their business tactics in order to maintain customer loyalty. Hence, hotels should provide better services to dissatisfied customers. Originality Because of the tough competition in the service industry, organizations are focusing more on service quality to secure long-term profitability. Organizations should continuously evaluate their business strategies to improve customer satisfaction and customer loyalty.
... A rich body of empirical literature has proposed student satisfaction models in higher education contexts (Aldridge & Rowley, 1998;Abdullah, 2006;Elliot & Healy, 2001;Oldfield & Baron, 2000;Parasuraman et al., 1991;Senthilkumar & Arulraj, 2011). Although the concept of vocational education is introduced in the 1920s (Rai, 1920), scholars have highlighted the scarcity of empirical research on the evaluation of vocational education courses (Burnett et al., 1998;McGraw & Peoples, 1996) and student satisfaction (de Oliveira Silva et al., 2020) in specific. ...
Chapter
The contemporary unstable job market is challenging the “traditional” skilling practices adopted by vocational education training (VET) institutions, in favor of demand-driven skill transfer which is characterized by preparing students industry-ready. In this light, student satisfaction plays a pivotal role in assessing the course quality that aids in efficient skill transfer. Despite the relevance of the student satisfaction concept, empirical research has provided little evidence on its predictors in VET. The purpose of the study is to shed light on the quality indicators that predict student satisfaction. Data were collected on students from industrial training institutes (ITIs) of India.
... La metodología "Kaizen" se puede practicar no solamente en el ámbito del trabajo si no en la vida diaria, en lo personal y profesional, según ISBN: 978-9942-7014-1-1 Según (Parasuraman, Berry, & Zeithaml, 1991) se puede identificar cinco deficiencias dentro de la calidad del servicio: discrepancia entre las especificaciones de la calidad del servicio y la prestación del servicio; esta deficiencia es generada por las siguientes causas falta de sentido de trabajo en equipo, desajuste entre los empleados y sus funciones, desajuste entre la tecnología y las funciones, falta de control percibido, sistemas de supervisión y mando inadecuados, existencia de conflictos funcionales y ambigüedad de las funciones. ...
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Las instituciones del sector público deben acogerse a las necesidades emanadas por sus usuarios, por esto son controladas por diferentes entidades gubernamentales y cumplen diferentes normativas legales. Bajo este enfoque surgen diferentes metodologías para la eficiencia y eficacia, el libro responde a un modelo “Kaizen” pero bajo la metodología gubernamental de Gobierno por Resultados. El modelo presentado utiliza herramientas de calidad como identificación de las mudas que corresponden a los desperdicios, aplicación de las 5s que es una metodología aplicada a la limpieza, orden, planificación, seguridad y autodisciplina, estas dos herramientas bajo un esquema PHVA que no es más que el proceso de planificar, hacer, verificar y actuar. Para poder aplicar este modelo se debe obtener datos de los procesos y actividades, con lo cual se tiene un antecedente y poder medir el cumplimiento de los objetivos institucionales
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Researchers have increasingly focused on customer engagement in business-to-business markets, which is critical to firms' long-term performance. In contrast, limited research addresses customer disengagement in business-to-business markets. It is essential to understand this area as customer disengagement harms sellers' revenue, growth, and reputation. We extend previous research in three areas. First, we examine customer disengagement from a broader perspective than relationship termination. Second, we develop a framework for understanding customer disengagement. Finally, we identify the moderators of the relationship between customer dissatisfaction (with the relationship) and customer engagement/disengagement and categorize them as product/service, relationship, and external factors. The findings offer important managerial and theoretical contributions and suggest directions for future research.
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Corporate Social Responsibility (CSR) has come to be regarded as a great strategic marketing tool and an important part of the business paradigm (Supanti and Butcher, 2019). Several authors (i.e. Choi and La, 2013) studied CSR as a driver of satisfaction and loyalty. This chapter focused on the behavior of Millennials to which CRS is an integral part of their lives. However, studies in the literature on this topic are limited. The chapter fills the gap of existing literature and increases knowledge on this issue by: (1) identifying, through factor analysis, the dimensions of CSR and (2) analyzing, through cluster analysis, the relationships between CSR and Customer Satisfaction (CS) and Customer Loyalty (CL) of different Millennials groups. The results show how the knowledge of the CSR conditions the behavior of millennials by helping to increase their level of satisfaction and loyalty.
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This article discusses ways to deal with the commoditization paradox—either competing on price or further investment in rejuvenating a commodity may lead to further profit erosion. It takes the view that understanding, imaging, and planning what can be differentiated is the first step in making a commoditized product differentiated through different approaches to innovation (how). In this sense, marketing and innovation as two functions need to be operated as an integrated process that creates, delivers, and captures values. Three approaches to innovation aim to transform and realize points of differentiation, which focus on customer experience, superior value, and value creation. Drawing from relevant research, strategic issues pertaining to each approach were identified, which provide insights into how to ensure innovation performance, thereby sustaining a competitive advantage.
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