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Moving From Traditional to Society 5.0: Case study by Online Transportation Business
Abstract
Purpose - Capturing the shifting consumer behavior perspective on online transportation network performance in Indonesia,
this study aims to empirically examine the impact of electronic customer relationship management (e-CRM) and e-service
quality on customer e-satisfaction and e-loyalty.
Research design, data, and methodology - A quantitative approach was applied, and then we determined the respondents
who met the predetermined criterion by using purposive sampling method. In total, 167 online transportation customer in
Indonesia participated in this electronic questionnaire survey. To tested the collected data, Partial Least Square (PLS) -
(SEM) analytical tools were employed.
Results and Findings - There are five hypotheses proposed in this study and state that only one hypothesis is rejected, The
dominant relationship between variables in the hypothesis is shown in the variable relationship of e-service quality on
e-satisfaction. CRM, Service Quality, Satisfaction and Loyalty implemented comprehensively in cyberspace provides a clear
picture for academics but also for practitioners who are struggling in the service industry that specifically appoints online
transportation business. The findings of this research provide both managerial and theoretical implications to maintain
customer e-loyalty in online transportation network business environment in Indonesia.
... Diksi yang menganggap manusia sebagai faktor produksi atau sebagai tangible asset semata, lalu mengalami pengembangan istilah bahwa manusia walapun sebagai salah satu faktor produksi itu tidak boleh lagi digolongkan sebagai tangible asset melainkan intangible asset. Kemajuan dalam bidang manajemen, khususnya yang mengkaji tentang kualitas; Edward Deming salah satu pemikir yang populer di era revolusi Industri 3.0 dengan mahakarya nya "Total Quality Management" (Razak et al., 2019) dan Kaizen-way yang diekstraksi dari filosofi kerja orang-orang jepang; Plan-Do-Check-Act (PDCA) merupakan bentuk skema kerja kaizen yang sistemnya bertujuan mengoreksi kesalahan atau pelanggaran dalam proses kerja. Fokus perhatian Kaizen ialah analisis masalah yang terkait dengan praktik yang tidak memadai, TQM adalah berarti perbaikan secara menyeluruh disegala lini manajemen yang baik Kaizen dan TQM bertujuan untuk menciptakan efek keberlanjutan dalam proses bisnis dengan pandangan akan perbaikan yang dilakukan oleh organisasi secara terus menerus (Ahmad & Kusuma, 2020); (Rosak-Szyrocka, 2017). ...
... Setiap orang bisa dapat merasa aman untuk memutuskan berbelanja atau tidak berbelanja dari video mengenai ulasan produk yang ada di Youtube, atau bahkan karena pemberian Star-Rating yang rendah akibat testimoni buruk oleh konsumen yang ada pada kolom-komentar-testimoni di Aplikasi E-commerce . Kehadiran Uber, Grab dan Gojek di Indonesia menggantikan cara masyarakat Indonesia bertransportasi sehari-hari, lebih nyaman, lebih murah, lebih aman, lebih dapat diandalkan serta lebih privacy (Razak et al., 2019). ...
Istilah Industri 4.0 sering digemakan oleh banyak orang; mulai kaum cendekia, para politisi, pebisnis, dan praktisi, hingga masyarakat awam sekalipun. Namun, hingga saat ini belum semua kalangan masyarakat mengerti dan memahami secara utuh apa itu Industri 4.0. Apa yang terjadi pada era shifting-industri dari 3.0 ke Industri 4.0. Apa yang harus dilakukan di era yang disrupsi ini, serta strategi apa saja yang harus dilakukan oleh para pelaku bisnis menyikapi gempuran informasi yang seolah tidak pernah ada ujungnya; dewasa ini perubahan perilaku dan kebutuhan masyarakat yang juga kian abstrak. Sehingga dengan pemahaman yang komprehensif itulah kita dapat menyongsong masa depan yang lebih baik dan berkesinambungan. Pada chapter ini, menjelaskan tentang awal mula diksi kata Industri 4.0 digunakan dan kemudian menjadi sebuah istilah baku diseluruh dunia yang digunakan sebagai sebuah peringatan akan hadirnya era-era baru dalam beradaban umat manusia. Kemudian, mengindentifikasi factor determinant apa saja yang ikut mengalami shifting dalam perilaku konsumen, ragam potensi tantangan, peluang dan ancaman yang hadir dalam industry 4.0; dan yang terakhir adalah bagaimana kemudian kita dapat berselancar diatas ombak ditengah era disrupsi agar tidak tenggelam dalam palung Samudra perubahan yang dalam.
... Dawn & Guha (2010) mendalilkan bahwa infrastruktur e-CRM memberikan dukungan kepada pelanggan yang berharga agar tetap merasa puas, karena informasi yang disimpan dalam basis data e-CRM misalnya, membantu organisasi untuk melihat biaya aktual untuk menarik dan mempertahankan pelanggan. Perusahaan dapat mengakses pelanggan internasional baru dan menyita data berharga yang penting untuk daya saing dan pangsa pasar (Mashur et al., 2019). Karenanya, dengan menggunakan informasi ini, lebih banyak waktu dan sumber daya diarahkan ke pelanggan bank yang paling menguntungkan. ...
... Meskipun demikian, studi (Khalifa & Shen, 2005) justru menemukan bahwa e-CRM tidak berpengaruh signifikan terhadap kepuasan pelanggan karena responden menilai perusahaan terkadang mengabaikan fase layanan setelah pembelian sehingga mereka menolak untuk membeli kembali. Penelitian lainnya juga membuktikan bahwa praktik e-CRM tidak selalu membuat pelanggan loyal, studi Mashur et al. (2019) menemukan bahwa pelanggan transportasi online selalu berpindah-pindah aplikasi jika mereka merasakan hubungan yang positif tidak terjalin dalam proses pelayanan terutama sebelum dan selama transaksi. Nampaknya perlakuan khusus seperti menerima layanan lebih cepat, penghematan biaya, atau layanan tambahan khusus belum dirasakan secara nyata oleh pelanggan. ...
The massive transformation of consumer behaviour on the online transportation network platform in Indonesia has still not yet answered comprehensively. We have identified and evaluated several latent constructs based on prior research review. Hence, we investigate the effect of electronic customer relationship management (e-CRM) on e-satisfaction and e-loyalty of online transportation costumer. We applied a causality approach method to measure the primary data, and then we selected respondents with purposive sampling technique which have met the predetermined criterion. In total, there was 142 customer have participated in this online survey. To examine the primary data, we used the variance-based analysis of Structural Equation Model (SEM) - Partial Least Square (PLS) analytical instruments. The results have a significant managerial and theoretical contribution to the stakeholder to make a customer keep loyal in ever-changing e-commerce business in Indonesia.
... Digitalization marks the start of era of Industry 4.0. With the growth of technology and online culture, shopping patterns will shift to e-commerce systems (Mashur et al., 2019). The phenomenon of the number of stores operating indicates a shift in trading patterns toward the online system. ...
... A well-managed brand can engender customer satisfaction and customer value (Macdonald & Sharp, 2000). Brand Awareness has several important indicators that are familiar (Ha & Perks, 2005), such as gives a sense of satisfaction and pride (Aaker, 2010), is easily recognized (Balmer, 2001), and can influence buyer decisions (Mashur et al., 2019;Mashur et al., 2020). Brand awareness is the ability of a prospective buyer to recognize or recall that a brand is part of a particular product category. ...
This study aims to analyze and confirm brand awareness' role in influencing the repurchase intention both directly and indirectly on customer satisfaction variables and repurchase intention variables. The contribution brought by this study is to reflect manifest variables such as recall, purchase, and consumption. The number of respondents in this study was 200 samples using the online survey data collection method (Google form), while the research approach is quantitative explanatory. The data analysis test tools include the Structural Equation Modeling (SEM) approach with AMOS as a statistical data analysis software and Sobel test to indirectly test the relationship. This study consists of four hypotheses, of which three hypotheses are positively and significantly related (brand awareness on repurchase intention, brand awareness on customer satisfaction, and customer satisfaction on repurchase intention). Through indirect relationship, namely, brand awareness on repurchase intention through customer satisfaction, the study showed no significant effect. In a comprehensive way, this study emphasizes the factor of customer satisfaction as a determinant of consumer loyalty and repurchase intention. Therefore, creating optimal customer satisfaction, service excellence, promotion and massive advertising, guaranteeing the safety and ease-of-use apps, and ease of shopping, especially for e-commerce industry, is a serious concern.
... Furthermore, Ionaid et al. (2018) measure innovation on several important aspects such as the application of the latest marketing ideas in the modern business world, the development of new designs, knowledge of business, and integrated management governance, R&D capabilities to the effort of sharing and involving employees (Share of the employee) as a form of maximizing the application of innovative ideas. Putra et al. (2019) and Mashur et al., (2019) present several measurements of the dimensions of innovation: 1) Focusing attention and seeking overall improvement in aspects of marketing channels (marketing channels), where the business is to rely on in meeting aspects of customer needs, the ability of business providers to use technology tools to increase sales on digital e-commerce based sales, and the ability to repeat and focused advertising. 2) The strength of business providers to use social media as a medium for sales and promotion. ...
... Ionaid et al. (2018) found that the concept of marketing in the 4.0 era emphasized the production process, not only based on access to quantity and quality of products, but also interconnections involving internal and external parties of a business through optimizing the time and cooperation that was developed between domestic and foreign companies, in this case, prospective customers as an end-user (Ioanid et al., 2018;Mashur et al., 2019;Mashur et al., 2020). Limaj and Bernroider (2019) emphasize that innovation performance is measured in two main ways, namely, Explorative Innovation and Exploitative Innovation, where the indicators used include the ability of organizations to realize products and services that are in line with consumer expectations, new product innovations, and continuous improvement in service aspects, using their products within the internal company as an effort to build advocacy for other consumers, try all positive opportunities and try to enter a broader marketing channel (Marketing Channel) such as e-commerce, maximizing price emphasis oriented to quality and quantity (Limaj & Bernroider, 2019). ...
This study aims to develop the concept of innovation models with the marketing channel construct approach, marketing innovation, product segmentation, and customer insight; as well as improvements to the theory of resource-based combined with the method of service-dominant logic. This study approach is based on quantitative descriptive conducted with three stages of testing scenarios. The first test is the mapping of the innovation model construct through testing the validity and reliability with the moderation of customer orientation variables. The second scenario examines the relationship of influence between the independent variables on the dependent variable of 29 hypothetical analysis equation modeling. The unit of analysis was conducted on 497 SMEs involved in the food and beverage sectors, with the criteria being SMEs must have a rating of 4-5 points on the Go-Food applications software. The results shown that: 1) the construct used to develop an innovative model both directly and via moderation is positive and significant; 2) Through a complicated relationship that involves all components of the variable, it outlines a positive and significant effect except for the path of analysis (µ5). The theoretical and managerial implications state that the service-dominant logic approach and resource-based view theory have extreme reliability and interrelations.
... These companies, whether run by individuals or legal entities, aim to maximize profits while ensuring longterm sustainability. As smartphones and online platforms become integral to daily life, there has been a notable shift from traditional to online services, including public transportation (Bakogiannis et al., 2017;Liu & Ceder, 2015;Mashur et al., 2019). This transition reflects broader advancements in transportation and communication technologies, which have led to more sophisticated modes of service delivery. ...
The rise of app-based transportation services has led to a shift in lifestyle from conventional to online, from shopping needs to public transportation orders and various other services. The study aimed to explore the legal uncertainty that currently exists in the regulation of apps-based transport services, as well as the barriers and efforts to create legal certainty in this context. This study analyzed the data through a qualitative approach, employing a combination of legal analysis and comparative methods. The results show that the lack of clear regulations regarding the use of two-wheeled vehicles as public transport creates significant weaknesses within the industry. The lack of fair competition principles in Indonesia is an important concern in the context of transportation regulation. This work provides valuable insights for policymakers, regulators, and stakeholders involved in the transportation sector, suggesting pathways for improving regulatory clarity and effectiveness. By analyzing these areas, future research could contribute valuable insights to aid policymakers in creating a more coherent, effective, and responsive regulatory environment that supports the sustainable growth of the app based transportation sector while ensuring the safety and protection of all parties involved. This research could include comparative analyses of successful regulatory models from other jurisdictions that have effectively harmonized their regulations while fostering innovation and consumer protection.
... Banyaknya permintaan masyarakat untuk menggunakan transportasi online menyebabkan beberapa perusahaan jasa transportasi online memberikan berbagai penawaran untuk menarik minat konsumen (Nasution et al., 2020). Selain itu, penawaran yang dibuat oleh perusahaan juga bertujuan untuk membentuk loyalitas konsumen (Mashur et al., 2019). ...
The development of digital technology has changed people's habits, including in the use of online transportation. Innovation in online transportation services makes it easier for consumers and drivers to find each other's locations find out the driver's identity, vehicle type, and save time. However, competition between online transportation applications often makes consumers compare prices from one platform to another manually. This is time-consuming and makes consumers prefer applications that offer cheaper prices, even though it requires more effort. This study is a price comparison system based on Progressive Web Apps (PWA) that allows consumers to compare prices from several online transportation applications more efficiently. This PWA-based system can be accessed via desktop or mobile devices, providing greater ease of access. In developing this system, the Waterfall method is used, where users are involved from the early stages to provide feedback so that the system can be adjusted to their needs. Comparative analysis is carried out to find similarities and differences in prices between online transportation applications. This study focuses on two main problems: how to design a website that is connected to various online transportation applications, and how the price comparison system works efficiently. The purpose of this study is to provide a solution for consumers who often compare prices between platforms manually, as well as to form a PWA-based price comparison system that facilitates access via mobile devices. The benefits of this research include increasing efficiency for consumers in choosing online transportation services, as well as encouraging healthier competition between online transportation companies through more competitive price offers. The implementation of responsive PWA to compare prices in real-time, provides a better and more efficient user experience. ABSTRAKPerkembangan teknologi digital telah mengubah kebiasaan masyarakat, termasuk dalam penggunaan transportasi online. Inovasi dalam layanan transportasi online memudahkan konsumen dan pengemudi dalam saling menemukan lokasi, mengetahui identitas pengemudi, jenis kendaraan, serta menghemat waktu. Namun, persaingan antar aplikasi transportasi online sering kali membuat konsumen membandingkan harga dari satu platform ke platform lainnya secara manual. Hal ini memakan waktu dan membuat konsumen lebih memilih aplikasi yang menawarkan harga lebih murah, meskipun membutuhkan usaha lebih. Penelitian ini mengembangkan sebuah sistem komparasi harga berbasis Progressive Web Apps (PWA) yang memungkinkan konsumen untuk membandingkan harga dari beberapa aplikasi transportasi online dengan lebih efisien. Sistem berbasis PWA ini dapat diakses melalui desktop maupun perangkat mobile, memberikan kemudahan akses yang lebih luas. Dalam pengembangan sistem ini, digunakan metode Waterfall, di mana pengguna terlibat sejak tahap awal untuk memberikan umpan balik sehingga sistem dapat disesuaikan dengan kebutuhan mereka. Analisis komparatif dilakukan untuk menemukan persamaan dan perbedaan harga antar aplikasi transportasi online. Penelitian ini berfokus pada dua masalah utama: bagaimana merancang sebuah website yang terhubung dengan berbagai aplikasi transportasi online, dan bagaimana sistem komparasi harga bekerja secara efisien. Tujuan penelitian ini adalah memberikan solusi bagi konsumen yang kerap kali membandingkan harga antar platform secara manual, serta membentuk sistem komparasi harga berbasis PWA yang memudahkan akses melalui perangkat mobile. Manfaat dari penelitian ini meliputi peningkatan efisiensi bagi konsumen dalam memilih layanan transportasi online, serta mendorong persaingan yang lebih sehat antar perusahaan transportasi online melalui penawaran harga yang lebih kompetitif. Penerapan PWA yang responsif untuk membandingkan harga secara real-time, memberikan pengalaman pengguna yang lebih baik dan efisien.
... Customer loyalty refers to the likelihood of customers continuing to use a particular service over time and recommending it to others (Razak et al., 2019). In the context of online transportation services, loyalty can be measured by repeat usage, willingness to recommend the platform to others, and resistance to switching to competitors. ...
This study examines the impact of driver safety protocols, emergency response systems, insurance coverage, and customer feedback on service quality in Indonesia's ride-hailing industry. Utilizing a mixed-methods approach, quantitative data were collected from 400 ride-hailing users through a structured survey, while qualitative insights were gathered from 20 semi-structured interviews with drivers, customers, and company representatives. The findings indicate that emergency response systems have the most significant positive effect on service quality, followed by customer feedback and driver safety protocols. Although insurance coverage is also important, it demonstrated a comparatively lower impact. The study highlights the need for ride-hailing companies to enhance safety measures, improve communication regarding insurance, and develop robust customer feedback mechanisms to foster trust and satisfaction. These insights provide actionable recommendations for industry stakeholders and contribute to the theoretical understanding of service quality determinants in the ride-hailing context.
... Therefore, community activities need to be reproduced. The goal is for customers to get to know the bank more closely by participating in these activities; customers will always remember the bank and attract customers (Francisco dos Reis Neto et al., 2016;Mashur et al., 2019;Huang & Liu, 2020). ...
Objectively this study addresses the research formulations, including Does the promotion mix consisting of advertising, personal selling, sales promotion, and public relations have a positive and significant effect on customer decisions at PT. Bank Rakyat Indonesia (Persero), Jakarta branch? From several promotional mix variables, which variable has the most dominant influence on customer decisions to save at PT. Bank Rakyat Indonesia (Persero), Jakarta branch. The data collection method uses a questionnaire, which is distributed to 100 respondents who are customers. Measurement of data using a questionnaire. Based on the research results, the conclusions of this study are advertising, personal selling, and sales promotion have a positive and partially significant effect on customer decisions. In contrast, public relations has no significant impact, and the sales promotion variable is the dominant variable.
... Good service performance is predicted to lead to satisfied customers (Chang et al., 2017) which in turn is predicted to boost loyalty and customer relationships. Management can use feedback from customers on the quality of their products and services to make adjustments that will increase customer satisfaction (Ilyas et al., 2020;Mashur, R, Gunawan et al., 2019;Nguyen et al., 2019). ...
The research team at Madrasah Aliyah Negeri in Pekanbaru set out to examine the connection between the quality of service provided to students and their level of satisfaction and loyalty to the institution. Three hundred and twelve students from two Pekanbaru public Madrasah Aliyah schools participated in the study. Student satisfaction and loyalty are treated as endogenous variables in this study, while service quality is used as an exogenous variable. Amos 24, Microsoft Excel 2013, and Structural Equation Modeling (SEM) were used for data analysis. The findings indicated that the quality of services provided contributed to happy students. Both service quality and customer satisfaction have a positive impact on retention rates among students.
... An effectively managed brand can result in customer satisfaction and customer value (Macdonald & Sharp, 2000). Moreover, Ha and Perks (2005) mentioned that brand awareness has various significant indicators (Ha & Perks, 2005), like providing a sense of satisfaction and pride (Akar & Topçu, 2011), easy recognition (Balmer, 2001), and its ability to influence purchaser decisions (Razak et al., 2019). In case of absence of brand awareness for the offered products in the market, the marketer won't be able to achieve high levels of customer satisfaction. ...
Manuscript type: Research paper Research aims: In today's businesses, social networks are seen as an applicable instrument for influencing consumer behaviour, raising awareness, connecting with consumers, and improving service quality and satisfaction. The present study analyses the effectiveness of social media marketing activities to expand the use of XX insurance online services and it investigates how social marketing initiatives affected consumers' satisfaction using brand awareness and perceived value as mediating factors.
... In S5.0, HRM needs to adapt to the changing needs of the workforce, which is becoming increasingly diverse and tech-savvy. HRM needs to focus on the development of digital skills and the promotion of a culture of innovation and continuous learning (Malik et al., 2021;Razak et al., 2019). As S5.0 is a futuristic concept that has emerged from Japan's "Fifth Science and Technology Basic Plan." ...
... Social media utilization has increased, with most people communicating through mobile phones, enhancing access to general and business information. Community transactions have changed from traditional direct patterns to modern online transactions (Mashur et al., 2019;Hidayat et al., 2021). It started as a trend and lifestyle has become a demand and need with the increased technology development, including transactions. ...
Purpose: This study intends to analyze the effect of competitor pressure and customer pressure on social media technology use and the
value of the business network and their implications for marketing performance. Research design, and methodology: A constructed
questionnaire was conducted with 90 respondents of MSME’s Business Actors in South Sulawesi Partial Least Square (PLS) analysis
was applied to analyze and verify all the data. Results: Competitor pressure has a significant effect on social media technology,
Competitor pressure has a positive and significant impact on business network accentuation. Customer pressure has a positive and
significant impact on social media technology. Customer pressure has a positive and significant impact on business network accentuation.
Social media technology utilization has a significant impact on Business Network Accentuation. Social media technology utilization has
a significant effect on Marketing Performance. Business Network has a significant effect on Marketing Performance. Conclusions: It is
an important thing for MSMEs to increase the use of social media technology to meet the demands of consumers and pressure from
competitors. The use of social media technology must be implemented effectively and efficiently so that it can be utilized as an effective
tool for distributing the value that own by a company to improve the company's marketing performance.
Keywords: Competitor pressure, Customer pressure, Social Media, Technology
... According to Abror et al. (2020), , the quality of service is measured by its conformance with the user's wants and needs, and the best the match, the greater the enjoyment. Consumer happiness is influenced by SQ, According to Razak et al. (2019), SQ is a company's ability to fulfill client requirements. According to (Gross, Ingerfurth, & Willems, 2021;Padlee, Reimers, Mokhlis, Anuar, & Ahmad, 2020), SQ controls how well a firm's level of service meets customer demand. ...
The study's objectives were to investigate the nexus of service quality and innovation in developing customer loyalty, with customer commitment and satisfaction as mediating. To address this issue, a quantitative investigation was carried out by a researcher in Pakistan. The primary study material was assembled through a survey questionnaire, with a sample population of approximately 369 individuals, which included Pakistani citizens who made online purchases. SEM (Hypotheses testing) showed a strong positive correlation between the variables service quality, service innovation, market orientation, customer commitment, customer satisfaction and customer loyalty. Limitations and future implications, as well as practical and theoretical implications, are discussed at the end of this paper.
... Tantangan akses pasar modern bagi pengusaha di era society 5.0 adalah menemukan cara untuk menembus pasar yang makin global dan kompetitif. Teknologi yang berkembang pesat telah mengubah cara orang berinteraksi dan berdagang, membuat pasar menjadi lebih kompetitif dan meningkatkan biaya masuk (Razak et al., 2019). Tantangan akses pasar modern lainnya yaitu: 1. Pertumbuhan e-commerce yang cepat menyebabkan persaingan bisnis yang makin ketat, sehingga menyulitkan bagi pengusaha untuk menemukan pasar yang tepat untuk produk atau jasa yang dihasilkan. ...
... According to (Hidayat et al., 2017), they was explaining that logistics management is part of supply chain management which plans and controls the level of efficiency and effectiveness of the flow and storage of goods, services, and related information from upstream to downstream and vice versa, starting from the point of origin of said goods to the end where the goods are used or consumed to fulfill requests from customers (Mashur et al., 2019;KLlongthong et al., 2020)s. Based on some of the opinions of these experts, the authors Concluded that logistics management is an activity that plans, implements, and controls transportation, storage, and distribution activities efficiently and effectively to meet customer needs so that profits can be maximized. ...
This study aimed to determine the effect of fleet availability and control on the smooth delivery of PT. Cardig Logistics Indonesia. The survey method is used as a way to collect primary data. The population is taken from employees who work in the operational section and get a sample of 30 people. The writer used a descriptive statistical analysis method, multiple linear regression, correlation coefficient, determination coefficient, or determination to test the research hypothesis to conduct this research. The results showed that the availability of the fleet (X1) and controlling (X2) on the smooth delivery (Y) of PT. Cardig Logistics Indonesia has a positive and significant effect. From the research result, the more dominant is the variable of fleet availability.
... Tantangan akses pasar modern bagi pengusaha di era society 5.0 adalah menemukan cara untuk menembus pasar yang makin global dan kompetitif. Teknologi yang berkembang pesat telah mengubah cara orang berinteraksi dan berdagang, membuat pasar menjadi lebih kompetitif dan meningkatkan biaya masuk (Razak et al., 2019). Tantangan akses pasar modern lainnya yaitu: 1. Pertumbuhan e-commerce yang cepat menyebabkan persaingan bisnis yang makin ketat, sehingga menyulitkan bagi pengusaha untuk menemukan pasar yang tepat untuk produk atau jasa yang dihasilkan. ...
Kewirausahaan di era masyarakat atau society 5.0 mencerminkan perubahan yang signifikan dalam cara orang berpikir tentang usaha. Kewirausahaan yang menekankan pada penggunaan teknologi sebagai alat untuk meningkatkan peluang kesuksesan usaha. Sektor pertanian, industri, dan jasa mulai menekankan penggunaan penyimpanan data, penggunaan perangkat lunak, dan aplikasi yang memudahkan pemodelan bisnis, serta komunikasi digital yang memungkinkan para pengusaha berinteraksi dengan konsumen mereka dengan cara yang lebih efisien. Kewirausahaan yang menekankan pada inovasi, serta pengembangan model bisnis berbasis teknologi untuk menghasilkan produk dan layanan baru. Mulai berfokus pada kolaborasi atau kerja sama untuk mencapai tujuan bersama. Di sisi lain, juga menekankan pada tanggung jawab sosial dan lingkungan, di mana pengusaha mulai menggunakan teknologi untuk menciptakan inovasi produk dan layanan yang ramah lingkungan.
... With its idea of a super-smart society, Society 5.0 emphasizes both real society and virtual spaces (Hysa et al. 2021). As such, a super-smart society must embed a cyber-physical system in which information is integrated into massive databases and is shared both horizontally with different sectors (e.g., energy, transportation) and vertically with systems that can retrieve all users' profiles (e.g., medical information, consumer behavior, educational record) (Razak et al. 2019;Polat and Erkollar 2021). Table 1 lists a summary of the studies dealing with Society 5.0 and sustainable development concepts. ...
Society 5.0 promotes the use of artificial intelligence in human life and the return of humanity to the center of the world. Society 5.0 seeks to achieve economic growth while overcoming social and environmental challenges, contributing to the welfare of the global community. The purpose of this study is to explore how digital transformations introduced by Society 5.0 can contribute to the realization of sustainable development. To answer this question, the study primarily used the systematic literature review method to identify the dimensions and indicators that would quantify the role of Society 5.0 in achieving sustainable development. Then, the study utilized the total interpretive structural modeling (TISM) method to construct the conceptual model. Through the spherical fuzzy analytical hierarchy process (SF-AHP) and spherical fuzzy decision-making trial and evaluation laboratory (SF-DEMATEL), the importance and influence of the indicators were determined. The results revealed that the most important indicators were “super-smart society” and “implementing circular economy to decrease environmental waste.” The novelty of this research can be found in its application of the spherical fuzzy approach to examine the impacts of Society 5.0 smart technologies on achieving sustainable development, by addressing five major dimensions (governmental, economic, social, environmental, and technological). The findings could help managers to more effectively respond to the challenges of sustainable development by relying on Society 5.0.
... The development of technology in the modern era has provided a lot of convenience in every field related to human life, including transportation. A clear illustration of the impact of technology on the transportation segment can be seen with the rise of online-based transportation [1]- [5], making clients not have to wait at transport stops but utilize a mobile application anywhere to get the transportation. Online transportation is considered to facilitate accessibility and affordability [6]- [8]. ...
This study intends to determine the service performance of online transportation and public minibus transportation in Kupang city, using the Importance Performance Analysis (IPA) method. From the research results, there are several variables related to the performance of online transportation that falls into the "low priority" category, namely the availability of light fire extinguishers, cleanliness facilities, and affordability of the price. As for public minibus, there are several variables that fall into the "top priority" category, namely the identity of the driver and the behavior of the driver and vehicle crew. Some variables fall into the “low priority†category, namely safety equipment, health facilities and stop times at the terminals.
... TATA LOKA -VOLUME 24 NOMOR 1 -FEBRUARY 2022 -P ISSN 0852-7458 -E ISSN 2356-0266 Kemudian, pada era Masyarakat 5.0, transformasi penggunaan teknologi informasi dan komunikasi memunculkan berbagai macam kegiatan usaha baru maupun layanan berbasis online, salah satunya ditandai dengan semakin banyaknya layanan aplikasi mobile berbasis transportasi online, terutama di kawasan perkotaan (Mashur et al., 2019). Ford (2015) menambahkan bahwa fenomena tersebut mampu mempercepat adanya urbanisasi dalam konteks teknologi dan informasi, dimana terdapat kecenderungan peran teknologi yang lebih besar dan dominan dalam upaya pemenuhan kebutuhan sehari-hari serta kecenderungan adanya automatisasi di berbagai bidang. ...
Perkembangan teknologi menjadi tantangan dalam mewujudkan penataan ruang yang berkelanjutan di Indonesia di masa depan. Artikel ini bertujuan untuk mengeksplorasi potensi dan kecenderungan penataan ruang di Indonesia dalam masa transisi menuju masyarakat 5.0. Penelitian ini menggunakan metode telaah kebijakan berbasis kata kunci dalam dokumen kebijakan terkait (keyword-based policy analysis) dengan teknik analisis term frequency. Berdasarkan analisis yang dilakukan, diketahui bahwa kecenderungan perubahan kebijakan penataan ruang di Indonesia berupaya untuk mewujudkan penataan ruang yang efisien dan saling terintegrasi serta adaptif terhadap perkembangan teknologi. Selain itu, terdapat dua kelompok strategi yang dirumuskan dalam menghadapi perkembangan teknologi, yaitu mempersiapkan masyarakat yang inovatif, adaptif, dan berdaya saing di masa transisi menuju masyarakat 5.0 serta transformasi sistem penataaan ruang berbasis teknologi yang responsif, interaktif, dan berkelanjutan, dengan integrasi penataan ruang fisik terhadap penggunaan ruang maya.
... This helps to increase productivity, reduce transportation costs, and expedite the process of e-economic and social development. There are many use cases on smart transportation and e-commerce that were inspired by Society 5.0 (Razak et al., 2019), the corresponding technologies might not be accessible to all levels of society. The current smart transportation model in Indonesia only allows individuals that can afford to own motorcycles and cars to participate in the available e-hauling services like Gojek and Grab. ...
The goal of Society 5.0 is to create a human-centric society that solves economic development challenges so that people can enjoy an active, comfortable, and high-quality life. Society 5.0 is a society that thoroughly provides various needs of people, regardless of region, age, sex, language, etc., by supplying all the items and services required for the continuation of the society itself. This paper focuses on our attempt to facilitate transportation technology as one of the drivers to achieve Society 5.0 Sustainable Development Goals (SDGs) through Costless Smart Transportation (CST). Our approach delivered a costless transportation service for the society while still being able to provide profits to the management and business partners. Our implementation strategy of the technology is focused on tourism, education, retail, culinary, and industrial that also provides business opportunities to other sectors. The implementation of the business model is realized through a web-based administrative system and a mobile app for clients and business partners. Our pilot study has shown that the proposed business model allows all levels of society to participate and benefit from it yet allows the program to be sustainable in the long run.
... Thus the company can increase customer satisfaction by maximizing a pleasant customer experience and minimizing or eliminating unpleasant customer experiences. In turn, customer satisfaction can create customer loyalty or loyalty to companies that provide satisfactory quality (Sidik, 2009;Haming et al., 2019;Lo Liang kheng, 2010;Mashur et al., 2019). ...
This research approach is a case study supported by a survey that collects information on the research variables, namely the variable service quality, customer satisfaction, and loyalty. The data sources used are primary data and secondary data. Based on the above calculations, the number of samples taken at the BRI Bank Office Katamso Unit. With a population (N) of 229 people with an error rate (e) = 10%, the sample size (n) is 59 people. Test the analysis requirements; before performing statistical calculations on the dependent variable and the independent variable, the data normality, data linearity, and homogeneity of the questionnaire results were first tested. Conducting a series of hypothesis testing used predetermined statistical analysis techniques, namely: multiple regression analysis to see the effect of the service quality variable (X1), the satisfaction variable (X2), on the customer loyalty (Y) of BRI. The F test is used to test the effect of variables X1, X2, simultaneously on variable Y. Based on the research results, the results obtained are 1) Service quality has a significant effect on customer satisfaction; this is indicated by looking at the coefficient value of P < 0.05 or P = 0.016; 2) service quality indirectly contributes significantly and positively to customer loyalty; 3) Customer satisfaction, which is the intervening variable, also shows significant and positive results, this is evidenced by looking at the value of the significance coefficient of P <0.05 or P = 0.032. In contrast, the results of the R 2 value of 31.89% explained that there were still about 60% of the unexplained variables in this study that formed customer loyalty. Improving the company's image is also an important note that needs to be improved to provide added value to customer loyalty at the BRI Bank customers.
... Service quality is reflected in customer satisfaction in reusing banking services. Customer satisfaction in using the services or products offered can be used as input for the management to improve and improve the quality of services provided (Mashur et al., 2019;Nguyen et al., 2019;Ilyas et al., 2020). ...
This study aims to determine how much influence service quality dimensions have on customers' satisfaction who use BRI services. The model used in this study is observation, interviews, questionnaires, and literature study using a Likert scale. The method of determining the sample used is 96 respondents. The analytical method used is the multi-linear regression method. The results of this study indicate that all variables are simultaneously serviced quality dimensions consisting of Tangible (X1), Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) together have a positive influence. Partially found services consisting of Tangible, Reliability, and Empathy have a positive and significant influence on customer satisfaction. At the same time, the quality of service which consists of Responsiveness and Assurance is not supported. Service quality is a critical aspect to satisfying the customers and retaining their loyalty, so they continue to buy from you in the future. Service quality is a comparison of customer expectation and the actual delivery of service. Service quality generally refers to a customer's comparison of service expectations related to a company's performance. A business with a high level of service quality is likely capable of meeting customer needs while also remaining economically competitive in their respective industry.
... Technological developments have not only affected the banking industry, but many financial technology companies have sprung up. Fintech offers convenience in financial transactions ranging from payment methods, fundraising, loans to asset management which can then be accelerated and shortened by using technology (Dodds et al., 1991;Mashur et al., 2019;Sondakh, 2015;Yoon C. Cho, 2015). The convenience provided by fintech is the focus for banks to continue to innovate, develop and improve service quality to fulfill customer desires and satisfaction, and maintain customer trust in the bank so that customers will be loyal to the bank (Al-Refaie, 2015; Bacile et al., 2018;Risal, 2019). ...
The strategy of improving service quality through the digitalization of services is a strategy that a company uses to develop digital-based services to answer consumers' increasingly digital needs. Likewise, the banking business continues to innovate to improve the quality of its services. The digitization of banking services is one strategy that can answer problems that occur in terms of improving the quality of banking services. PT. Bank Negara Indonesia Central Jakarta has implemented digitalization of services for the last 3 (three) years. It can be seen from the annual report and internal interviews that Bank Negara Indonesia has achieved good performance targets. However, several obstacles are faced in implementing the digitalization strategy for services such as legacy IT systems. This work culture is not yet digital and poor coordination between BNI's internal divisions. Some of these things need to be considered more seriously to achieve PT. Bank Negara Indonesia's vision and mission.
... The interpretation of the average frequency distribution of respondents' answers (mean, standard error, standard deviation); the second is the outer-loading item where the loading factor> 0.60 (IndahingwatI et al., 2019) 2. Determining validity and reliability (Cronbach-alpha, composite reliability, AVE)> 0.60. 3. Test the coefficient of determination (R2) as well as the partial test (F2); fifth, the Goodness fit of Model (GoF) test (Cronbach, 1988;R Mashur et al., 2019;Mashur et al., 2020). 4. The discriminant validity test, where the coefficient value> 0.60; the seventh is to test the hypothesis directly or indirectly. ...
This study's objectives were: (1) to determine and analyze the influence of motivation on employee performance at the BPBD South Sulawesi Province Office. (2) to determine and analyze the variables that have a dominant effect on the BPBD south Sulawesi province Office employees' performance. This research was conducted at the BPBD office of South Sulawesi Province, with a population and sample of all employees totaling 42 people. The data analysis used was descriptive and multiple linear regression analysis. The study results prove that the performance of employees at the South Sulawesi Provincial BPBD Office is influenced by training. This means that the independent variables studied simultaneously affect improving performance; this shows that employees as human resources need opportunities to develop themselves through increased training to higher levels, impacting the South Sulawesi Provincial BPBD Office's work performance
... According to (Hidayat et al., 2017), they was explaining that logistics management is part of supply chain management which plans and controls the level of efficiency and effectiveness of the flow and storage of goods, services, and related information from upstream to downstream and vice versa, starting from the point of origin of said goods to the end where the goods are used or consumed to fulfill requests from customers (Mashur et al., 2019;KLlongthong et al., 2020)s. Based on some of the opinions of these experts, the authors Concluded that logistics management is an activity that plans, implements, and controls transportation, storage, and distribution activities efficiently and effectively to meet customer needs so that profits can be maximized. ...
This study aimed to determine the effect of fleet availability and control on the smooth delivery of PT. Cardig Logistics Indonesia. The survey method is used as a way to collect primary data. The population is taken from employees who work in the operational section and get a sample of 30 people. The writer used a descriptive statistical analysis method, multiple linear regression, correlation coefficient, determination coefficient, or determination to test the research hypothesis to conduct this research. The results showed that the availability of the fleet (X1) and controlling (X2) on the smooth delivery (Y) of PT. Cardig Logistics Indonesia has a positive and significant effect. From the research result, the more dominant is the variable of fleet availability.
... From the perspective of consumers, the presence of s-commerce can be stated as easiness and unique experience in purchasing behavior (Kim, 2014). The quickness of this process is vital for them, as it opens excellent opportunities for an e-commerce company to grow their market significantly in Indonesia (Mashur et al., 2019). ...
This study aims to analyze what drives consumers' repurchase intention in a mobile application. A total of 189 Shopee buyers have participated in this online survey by filling electronic questionnaires link. Structural Equation Model-Partial Least Square (SEM-PLS) method was applied to test the collected primary data. The results proved that electronic word of mouth (e-WOM) significantly influences electronic trust (e-trust) and e-trust has a significant effect on repurchase intention.
... But local governments do not know much about how the process of economic activity takes place, while entrepreneurs can recognize the needs of many people, and with various initiatives to meet those needs (Yusuf & Putra, 2019) & (Mewes & Mau, 2013). Activities that meet these needs aim to make the wheels of the economy turn, generate salaries and wages for workers, and taxes for the government Mashur et al., 2019;Vis, 2009;Akob, Arianty, & Putra, 2020;Haerani et al., 2020). With revenues, local governments have the opportunity to create conditions so that the regional economy develops further. ...
The purpose of this study is to investigate the economic potential of the regions from the mining sector of North Morowali, Central-Sulawesi, Indonesia, and the formulation of pro-business regional development management that aims to create synergy between the local government and mining sector entrepreneurs. This study uses a descriptive qualitative approach by taking data in the form of primary data from FGD and secondary data observations from statistical bureau data in the North Morowali, Indonesia. The analysis unit uses SWOT analysis to determine the economic potential of the North Morowali and Location Quotient (LQ) to analyze the economic potential of the mining sector. The research period covers one year (2018-2019) in North Morowali, Indonesia. All the mining products have considerable potential as a financing unit in North Morowali, while mining potential has not been maximally exploited. The absence of regulations, facilities such as road access, and optimal land and sea transportation are the causes of the difficulty of optimization and access to explore mining products comprehensively. As a new province at Central Sulawesi, more efforts and the role of government are needed to focus attention to North Morowali as an area with great potential in the mining sector.
... The outcome indicates that excellent or lousy e-service quality will have a significant influence on customer esatisfaction. The findings of this study are in line with several previous studies particularly (Al-Dmour et al., 2017;Mashur et al., 2019;Parasuraman, Zeithaml, & Malhotra, 2005b;Vo et al., 2019;Zeithaml et al., 2002) which stated that e-service quality affects e-satisfaction positively and significantly. ...
The rapid development of e-commerce over the past few years has attracted the attention of many parties, especially marketing experts. As a business entity oriented to customer satisfaction, there are still inconsistencies and various kinds of problems revealed in some previous studies so that further testing is needed. This study aims to analyze the effect of e-service quality on e-satisfaction by measuring consumer perceptions online. This research uses a quantitative approach, and the process of collecting primary data is done by distributing questionnaires online to e-commerce customers who have conducted transactions at least two times. The number of samples that met the criteria of 146 respondents based on purposive sampling technique. Data analysis techniques using simple linear regression. The results showed that e-service quality had a positive and significant effect on customer e-satisfaction. This finding provides practical and theoretical contributions to policymakers.
... The development of the current economic growth with the current globalization led to the digital era to meet the demands of people needs. This digital era cannot be separated from e-commerce, where the function of ecommerce as a medium to be a collection of technologies, applications, and businesses that connect companies or individuals as consumers to conduct electronic transactions, exchange of goods, and exchange of information through the Internet or another computer network (Razak et al., 2019;Indahingwati et al., 2019;Mansur et al., 2019). These changes have caused some new problems faced by various groups that demand all business people to find various solutions and strategies that will be applied to survive to have a competitive advantage through the characteristics and resources of a company to have a higher performance compared to other companies in the same industry or market. ...
Purpose: This study focuses on the performance of the strategy of Indonesia‘s companies in facing the development of e-commerce business. The
relationship between Knowledge Management (Organizational Memory, Knowledge Sharing, Knowledge Absorption, Knowledge Acceptance),
Organizational Innovativeness, Competitive Advantage (Time, Quality, Cost, Flexibility) and E-Commerce (Humanistic Factors: Management,
Competence, Organizational Structures) examined in this case study. Research design, data, and methodology: This study uses two types such
us qualitative and quantitative. A survey approach were conducted to collect data from the Group of Companies (Director and Manager),
Academician (Lecturer), Regulator (Head of Government Institution Division), and Master of Management (at least five years). Total of 114
samples was collected and processed for statistical analysis using Smart PLS. Results: This study provide the findings proved that Knowledge
Management and Organization Innovativeness simultaneously have positive influence on Competitive Advantage, while Knowledge
Management, Organization Innovativeness, and Competitive Advantage simultaneously have positive influence on E-commerce where
Competitive Advantage positively influence to E-commerce. Conclusions: The implementation of strategies or steps in this study are expected to
steer and motivate an organization to successfully implement a good knowledge management system to pass on knowledge from generation to
generation in the company Organizational Innovativeness strategies to improve e-commerce performance.
... Publication is something that must be done to spread the results of scientific research so as to be known or used by academics and the public, in general. Publication is also a means to prove the existence of humans in public spaces in order to be recognized at the level of literacy and expertise culture [1], [2], [3], [4], [5], [6], [7], [8], [9], [10], [11]. The dynamics of the development of publications in Indonesia are growing rapidly along with the development of higher education, either in Indonesia or in other countries, especially in ASEAN. ...
The problem in this study was the gap between the target of the Indonesian Minister of Research, Technology and Higher Education (Menristekdikti) in the field of publication who wishes to be number one in ASEAN, meanwhile, the Higher Education Service Institute (LLDikti) Region XII of Maluku and North Maluku, which is one of the ministries' work units, has a number of lecturers who are not very active in the field of research with publication impact.This can be seen from the very small number of research proposals funded by the Directorate of Research and Community Service (DRPM) of Ministry of Research, Technology and Higher Education (Kemristekdikti) in the last 3 (three) years (2017, 2018 and 2019). Speaking of which, the objective of this study was to find the inhibiting factors that underlie the lack of involvement of lecturers at private universities (PTS) in LLDikti XII.This type of research was a qualitative study that seeks to ideologically raise the phenomenon of the low level of proposition and the pass of lecturers' research proposals in LLDikti XII.The research site was overlapping with the the Higher Education Services Institute (LLDikti) Region XII, namely Maluku Province and North Maluku Province. Data were collected through document search, interviews, and focus group discussions. The analysis process was carried out both in the middle of and post data collection process.The steps to analyze the data were: (1) data reduction, (2) data-display‖, (3) understanding, interpretation, (4) drawing conclusions and verification. This study found that of 2,445 lecturers in LLDikti XII, the lecturers involved in the research did not reach a quarter of the total.Likewise with the number of Private Universities involved, which is from a total of 44 Private Universities, only one third participated in research funded by DRPM. This finding indicated that the average ability of lecturers (in this case also Private Universities) in LLDikti Region XII is still very limited and requires capacity building.The involvement of lecturers in this research also 90 percent of whom are still in-learning level‖ research or categorized as novice lecturer research, which is indeed aimed at learning media for lecturers.Another finding was that lecturers in LLDikti Region XII were reluctant to take part in research competitions because of the skill in preparing the substance of proposals and budget plans (RAB) which would have an impact on financial audits in the future. This is due to the lack of training activities on proposal writing and research budgeting.
... Publication is something that must be done to spread the results of scientific research so as to be known or used by academics and the public, in general. Publication is also a means to prove the existence of humans in public spaces in order to be recognized at the level of literacy and expertise culture [1], [2], [3], [4], [5], [6], [7], [8], [9], [10], [11]. The dynamics of the development of publications in Indonesia are growing rapidly along with the development of higher education, either in Indonesia or in other countries, especially in ASEAN. ...
In the rapidly evolving digital era, digital platforms have become an integral part of consumers' daily lives. Digital platforms include various types of services, ranging from e-commerce, social media, digital banking apps, to entertainment platforms such as video streaming. Shopee is a digital platform in the form of e-commerce with the largest number of users in Indonesia. This study aims to investigate the role of Online Customer Experience in increasing Customer Satisfaction and Repurchase Intention on the Shopee digital platform. The type of research used is explanatory research with a quantitative approach, where the data collected is in the form of numbers and analyzed using statistics. The data analysis method used in this study is Path Analysis. The variables studied include the independent variable Online Customer Experience (X), the intervening variable Customer Satisfaction (Y), and the dependent variable Repurchase Intention (Z). This study involved 136 respondents who were users of the Shopee platform. The results of the study show that Customer Experience has a significant influence on Customer Satisfaction and Repurchase Intention on the Shopee digital platform. This research can also provide valuable insights for business practitioners and digital platform owners in developing better customer experience strategies to face the increasingly fierce competition in the digital world.
The concept of second-hand shopping, which refers to reusing a garment, electronic device furniture, or any product previously worn or purchased by someone else but not used, is considered a significant phenomenon in today's social marketing environment where discussions about carbon footprint take place, potentially altering shopping habits. Many businesses that support this trend and operate from a social marketing perspective are making significant efforts to go beyond entrenched biases and promote second-hand shopping as a popular trend. Additionally, numerous online shopping platforms that provide a secure environment for second-hand transactions offer significant opportunities to change the perception of used products and foster a positive outlook within society. Moreover, online second-hand shopping platforms, which are becoming increasingly prominent among major sales platforms, attract much more user interest today compared to the past due to their advantages such as environmental friendliness, cost-effectiveness, and flexibility in working conditions for internal customers.
The objective of this study is to explore the experiences of consumers engaging in online second-hand shopping and to elucidate their underlying consumption motivations. In line with this objective, a field research will be conducted among higher education students, and the findings will be interpreted. This study is significant in emphasizing the perspective of social marketing.
Anak-anak merupakan individu yang masih dalam proses perkembangan fisik dan psikologis, serta rentan terhadap pengaruh lingkungan sekitar. Pendidikan agama Islam dapat memberikan landasan moral, etika, dan nilai-nilai spiritual yang akan membentuk karakter dan kepribadian anak secara positif. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh pembelajaran pendidikan agama Islam terhadap pembentukan kepribadian anak. Penelitian ini menggunakan pendekatan kuantitatif. Teknik pengumpulan data akan dilakukan melalui survei menggunakan kuesioner. Data yang telah terkumpul kemudian dianalisis menggunakan bantuan program SPSS. Hasil penelitian menunjukan bahwa pembelajaran pendidikan agama islam berpengaruh signifikan terhadap pembentukan kepribadian anak. Pembelajaran pendidikan agama Islam memiliki peran yang signifikan dalam membentuk kepribadian anak melalui nilai-nilai, ajaran, dan panduan yang diajarkan dalam agama Islam, anak-anak dapat mengembangkan karakter yang kuat, moral yang baik, dan sikap yang positif dalam kehidupan sehari-hari. Kepribadian anak menjadi terbentuk melalui pemahaman tentang nilai-nilai moral, etika, tanggung jawab sosial, dan kemandirian yang ditanamkan melalui pendidikan agama.
Indonesia is the second-largest country with a population of skincare contributions and has the potential for a high market of cosmetic products, an increasing number of people, and a high increase in consumption among the public. Based on data from the Zap beauty index, skincare is one of the needs of many people in Indonesia because everyone has realized that beauty must be cared for because physical or non-physical beauty is very important for everyone's appearance. One of the things that attract consumers' attention in making purchasing decisions is Celebrity who endorses and reviews other consumers. In this case, every beauty product really needs help from a celebrity endorser. This research are aim to find out how the celebrity endorser variable affects the purchasing decision of Scarlett Whitening skincare and to find out how the celebrity endorser variable affects the purchasing decision of Scarlett Whitening skincare. This research using quantitative approach, with survey methods. The findings of this study are intended to reveal the effect of celebrity endorsers and online consumer reviews on Scarlett Whitening skincare purchasing decisions. The variables used in this study are celebrity endorsers and online consumer reviews as independent variables and purchasing decisions as to the dependent variable. The method used is quantitative, namely the collection of data sets. The results to be achieved can show that the celebrity endorser and online consumer review variables affect the purchasing decision of Scarlett Whitening skincare.
Buku ini dirintis oleh perjuangan orang-orang cerdas, dengan konten Bab ini dibuat oleh orang-orang Peka yang Ikhlas dan ditulis oleh Para Penulis Pemberani yang konsisten serta mampu membaca era society saat ini untuk dapat terbit dan tersampaikan kepada pembaca yang Budiman. Konsep society 5.0 yang dilandaskan pada pilar utama yang meliputi infrastruktur, teknologi keuangan, kesehatan, logistik dan kecerdasan buatan sebagai konsep penyempurnaan dari konsep-konsep sebelum era Society 5.0, ini dinilai dan diciptakan dapat memberi perkembangan teknologi serta dapat meminimalisir adanya kesenjangan ekonomi dimana para wirausaha atau pebisnis dimudahkan dengan adanya kecerdasan buatan saat ini.
Adapun sistematika penulisan yang terkandung di dalamnya terurai dalam Enam Belas Bab, yaitu mengenai: Pengertian dan Konsep Kewirausahaan, Karakteristik dan Nilai-Nilai Kewirausahaan, Membangun Visi dan Misi Bisnis, Ide dan Peluang Usaha, Kreatif dan Inovatif dalam berwirausaha, Motivasi Berwirausaha, Mengelola Risiko Berwirausaha, Proses Bisnis dan Usaha Industri Kreatif, Etika Bisnis dan Kewirausahaan, Manajemen Usaha Kecil dan Menengah, Analisis Kelayakan dan Menyusun Rencana Bisnis, Manajemen dan Organisasi Bisnis, Mengelola Sumber Daya Manusia, Membuka Usaha Baru dan Waralaba, Strategi Pemasaran dalam Kewirausahaan, Kewirausahaan di Era Society 5.0.
Yönetim faaliyetleri içerisinde güncel teknolojilerin kullanım alanları gittikçe yaygınlaşmaktadır. Bu kapsamda çalışmanın amacı, Endüstri 4.0 dönemi ile birlikte değişen ve gelişen teknolojilerin yönetim bilimi perspektifinden ele alarak bir değerlendirmede bulunmaktır. Çalışmada öncelikle kavramsal olarak yönetim, Endüstri 4.0 ve Toplum 5.0 kavramları açıklanmış, literatür taraması ile elde edilen bilgiler ışığında yönetim bilimi perspektifinden Endüstri 4.0 ve Toplum 5.0 kavramları ele alınmıştır.
The study aims to analyze the factors that shape patient loyalty, namely, by involving the service quality factor (SERVQUAL), hospital image, patient value, and patient satisfaction in private hospitals. This study was conducted in Makassar City, Indonesia, with a sample of 296 eligible samples from private hospitals. The sample criteria were patients with outpatient and hospitalization status. Then, this study developed 23 hypotheses to test the statistical relationship between direct, intervening and multiple-effect models. Problem-solving and research focus are carried out using a quantitative method approach with a PLS-SEM-based testing tool. The bootstrapping method is being used with the constant bootstrapping step to demonstrate the results of hypothesis testing; we find that the overall hypothesis has a positive and significant effect. The combination of testing models involving several variables shows that a patient's loyalty can be formed if a patient's satisfaction has been realized. Satisfaction can be realized if the value-customer has been felt by the patients. Therefore, the hospital image must be directly proportional to service quality. Service quality is the essence of service that directly affects customers; service quality is also the reason that shapes consumer perceptions in increasing rationalization and solid customer (patient's) decision-making.
The purpose of this study is to determine the importance of entrepreneurship, market orientation, knowledge sharing capabilities that are combined with the application of innovation and business strategies to measure the performance of food & beverages SMEs using conventional methods and digital marketing in Makassar that will lead to an increase in the competitiveness of the UKM itself through the perspective of consumer culture theory, applicative resource based view theory and technology acceptance models. The research method uses quantitative approach. Data analysis method used is Partial Least Square (PLS). Data analysis test tool uses Smartpls 3.0 software. The results showed directly stated that all variables have a significant and positive influence, as well as indirectly. directly states all variables have a significant and positive effect.
With the advent of new technologies and given the continuing change in consumers’ needs, companies have switched from CRM (Customer Relationship Management) to e-CRM (electronic Customer Relationship Management). The purpose of this study was to investigate the impact of e-CRM on customer loyalty in the UK mobile industry, using Vodafone as a case study. Two research problems were addressed, namely 1) What is the impact of e-CRM on customer loyalty in the UK mobile industry and 2) To what extent does e-CRM enhance customer loyalty in the UK mobile industry? The key attributes of e-CRM that affect customer loyalty were explored, namely service quality, customisation, website design and contact interactivity It has also been found that e-CRM is effective at strengthening relationship with customers and promoting the development of an attractive virtual community which further enhance satisfaction.
The authors respond to concerns raised by Cronin and Taylor (1992) and Teas (1993) about the SERVQUAL instrument and the perceptions-minus-expectations specification invoked by it to operationalize service quality. After demonstrating that the validity and alleged severity of many of those concerns are questionable, they offer a set of research directions for addressing unresolved issues and adding to the understanding of service quality assessment.
In today's competitive business environment, evaluation and analysis of service quality of service organizations is vital to further improve quality of providing service by the organizations. The present study focuses on the evaluation of service quality of container terminal operators as these organizations play a major role in increase of national economy. Service quality evaluation process makes use of SERVQUAL tool for service quality evaluation of container terminal operators. Customized questionnaire for 20 enablers of 5 dimensions of service quality are prepared and distributed to 25 customers of 12 container terminal operators in India. Weights of dimensions and enablers pertaining to service quality of container terminal operators are determined through Attribute Hierarchy Model (AHM) to avoid consistency check, present in standard AHP method. TOPSIS and GRP methods are implemented to evaluate service quality of container terminal operators and composite rank is arrived. Consistency in the ranking is observed in the ranking patterns obtained by the proposed methods.
Since customer loyalty is key, especially in the highly competitive commercial banking environment, this article evaluated the effects of features of electronic customer relationship management (e-CRM) on customer loyalty. Using a cross-sectional survey design, data were collected from a convenience sample of customers of a major international Kenyan bank using self-administered questionnaires. The findings based on correlation and multiple regression analyses, revealed that pre-service, during (the) service and post transactional e-CRM features have a positive and significant relationship with loyalty, and that the pre-service and during service features significantly predict loyalty. Thus, enhancing e-CRM practices could be a strategic competitive tool to impact the banks’ relationship with their customers.
When assessing the passenger service quality by consumers, trip time appear to be the most important, and time of waiting for transport appears to be the most dependent on the work organization. In a large city, when delays beyond the control of the driver often occur, the level of traffic regularity becomes lower, and passengers want to be sure that theirs trips will not take more time than it was expected. Therefore, it would be advisable to additionally use an estimate of reliability — probability of transport arrival within the required intervals. The paper presents models of evaluation of the use and application of such quality indicators as regularity and reliability of transport. To improve the transport service quality, it is necessary to use the advanced tools of organization, management, monitoring, and coordination of passenger transportation.
Provides a nontechnical introduction to the partial least squares (PLS) approach. As a logical base for comparison, the PLS approach for structural path estimation is contrasted to the covariance-based approach. In so doing, a set of considerations are then provided with the goal of helping the reader understand the conditions under which it might be reasonable or even more appropriate to employ this technique. This chapter builds up from various simple 2 latent variable models to a more complex one. The formal PLS model is provided along with a discussion of the properties of its estimates. An empirical example is provided as a basis for highlighting the various analytic considerations when using PLS and the set of tests that one can employ is assessing the validity of a PLS-based model. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Objective: To investigate patients' perception of service quality at hospitals in nine Chinese cities and propose some measures for improvement.
Methods: The ServQual scale method was used in a survey involving patients at out-patient and in-patient facilities in Shanghai, Chongqing, Chengdu, Nanning, Guilin and Laibin of Guangxi, Honghezhou of Yunnan, Wulumuqi of Xinjiang and Zhongshan of Guangdong. The data collected were entered and analyzed using SPSS 20.0. Statistical analyses included descriptive statistics, factor analyses, reliability analyses, product-moment correlations, independent-sample t-tests, One-way ANOVA and regression analyses.
Results: The Kaiser-Meyer-Olkin value for the factor analysis of the scale was 0.979. The Cronbach's α for the reliability analysis was 0.978. All the Pearson correlation coefficients were positive and statistically significant. Visitors to out-patient facilities reported more positive perception than visitors to in-patient facilities on tangibles (t = 4.168, P
This study used the partial least squares (PLS) approach to examine the effect of corporate reputation on the customer loyalty of the Food and Beverages Industry in Nigeria. The data for this study were collected from the customers in Kano State Nigeria. Out of 250 distributed questionnaires, 212 usable questionnaires were returned. Before examining the effect of corporate reputation on the customer loyalty of Food and Beverages Industries, the validity and reliability of the measurement, outer, model was investigated and confirmed in line with the standardized reporting style of PLS structural equation modeling. The results of the study concerning to the impact of corporate reputation on the customer loyalty of Food and Beverages Industries was confirmed in line with the premises of the theory of planned behavior that looks intention could be the best determinant of an individual's behavior. The last section of the study discusses the findings and provides further insights into the future research were also discussed.
The goal of this study is to identify the interrelationships between service quality, customer satisfaction and customer loyalty in the retail banking sector in Hong Kong. The study also aims to find out the most important attributes of service quality in retail banks, which can be used to evaluate the characteristics of banking service quality as perceived by customers. A sample of 119 retail banking customers was drawn from the Hong Kong and Shanghai Banking Corporation (HSBC) in Hong Kong. The questionnaire developed for this study was based on a SERVQUAL model that identified the influence of five dimensions (i.e. tangibility, responsibility, reliability, assurance and empathy) in banking service environments on customer satisfaction. The results indicate that the five SERVQUAL dimensions have a positive influence on customer satisfaction. Tangibility, responsibility, reliability and assurance were more significant in contributing to customer satisfaction, while empathy was the least significant. This study suggests that SERVQUAL is a suitable instrument for measuring service quality in the retail banking sectors in Hong Kong. Hence, banking industry practitioners can consider this instrument as a tool to assess and help improve their service quality.
Keywords: SERVQUAL, Service Quality, Customer Satisfaction, Customer Loyalty, Banking Industry, Hong Kong
To cite this document: Mei Mei Lau, Ronnie Cheung, Aris Y. C. Lam, and Yuen Ting Chu, "Measuring Service Quality in the Banking Industry: A Hong Kong Based Study", Contemporary Management Research, Vol.9, No.3, pp.263-282, 2013.
Permanent link to this document:
http://dx.doi.org/10.7903/cmr.11060
Contemporary marketing paradigm relies on developing long term relationships with the customers and providing them value and satisfaction to retain them. This study has been conducted with an aim of examining the relationship between customer relationship management and customer retention. This study uses survey method and regression analysis for the purpose of hypothesis testing.. The study has been conducted in the telecom industry of Pakistan. A sample size of almost 60 customers was taken. According to the results, maintaining sustainable relationships with the customer can promote to retain customers and can be propitious for the companies. CRM and customer retention are significantly related. This study can be used in the future researches conducted in this area.
Today more than ever customer orientation as the most important competitive advantage has gained an increasing importance. This paper aims to examine the relation between store image, perceived quality, customer satisfaction, and re-purchase intention in Iranian department stores. This is a descriptive survey study. The statistical population of the research is composed of customers of the three major chain department stores in Iran. The sample size estimated to be 1227. Data gathering instrument was a self administered questionnaire and structural equation modeling (SEM) is used for the data analysis.Findings indicate that in Iranian department stores perceived quality affects store image, customer satisfaction, and re-purchase intention. Also customer satisfaction affects repurchase intention. Moreover, the store brand image affects customer satisfaction.
The research approach is to appraise the impact of electronic customer relationship management (e-CRM) on customer profitability as mediated by customer loyalty and customer retention within the hotel industry sector of South Africa, and specifically for those hoteliers along the Vaal Meander. A sample of 341 middle to senior managers at various hotels was interviewed as respondents in this study. The objective of the study was to find the impact relationship between effective e-CRM implementation, customer loyalty, customer retention and customer profitability. The findings of the study add value to hotels in South Africa, and provide some invaluable statistical results essential for hotel managers and owners to successfully enhance customer loyalty, customer retention and customer profitability. By applying both confirmatory factor analysis (CFA) and structural equation modelling (SEM), the results of our study identified and provide path analysis of the significant factors; and enumerated among the factors, those critical inter-component relationships within this highly competitive industry. This study’s findings add to the body of knowledge and enable the managers of this sector to implement e-CRM in the best shape possible, to match it with South African market-needs thereby creating more loyal and repeat clientele. The future proposed further studies are also provided
DOI: 10.5901/mjss.2014.v5n16p175
Purpose
– The purpose of this study is to investigate the effects of customer relationship management (CRM) practices on customer satisfaction and firm performance in business‐to‐business (B2B) markets.
Design/methodology/approach
– A model is developed and empirically tested through survey data obtained from 113 Turkish B2B companies.
Findings
– The results indicate that CRM adoption has a significant positive effect on both customer satisfaction and organizational performance in B2B settings. CRM adoption is also found to affect organizational marketing performance significantly, but not financial performance. Additionally, the results reveal that enhanced customer satisfaction leads to better organizational performance in the B2B organization. Environmental dynamism and competition was found to have a negative moderating effect on the relationship between customer satisfaction and organizational performance.
Originality/value
– The paper contributes to existing literature by incorporating customer‐facing CRM processes as a construct in the proposed model. The conclusions drawn have implications for both CRM and B2B research literature.
This study proposes a framework for the adoption of Electronic Customer Relationship Management (e-CRM) information systems in Uganda. Both qualitative and quantitative research methods were used. Primary data were gathered from Small and Medium Enterprises located in 30 districts of Uganda. A self-administered questionnaire was the main data collection tool. Descriptive statistics were used to analyze data and refine the requirements for adoption of e-CRM information systems. The findings indicate that for successful adoption of e-CRM information systems, there should be user sensitization, training and infrastructure. There is also need for top management support and an e-CRM policy to guide usage. The most important features of e-CRM information systems were identified as the ability to ensure customer privacy, presence of a Frequently Asked Questions tool, and high speed. The proposed framework was developed based on Thong (1999) Technology Organizational Environmental Management (TOEM), with refined requirements from primary data. The developed framework was validated using a case study. Validation results indicate that the framework is applicable and can help improve the adoption of e-CRM information systems in Uganda.
The purpose of this study is to explore the cross-cultural generalizability of Yoo et al.’s brand equity creation process model. A two-step approach is introduced and used to test the factorial invariance of the model cross-culturally. The results reveal which marketing efforts and brand equity dimensions have invariant effects on brand equity across the US and Korean samples. Specifically, brand loyalty and perceived product quality do not have an invariant effect on brand equity, while brand awareness/associations have an equivalent effect. Price and store image show an equivalent, positive effect on perceived quality; distribution intensity has an equivalent, positive effect on both perceived quality and brand loyalty; and price deals have an equivalent, negative effect on both perceived quality and brand awareness/associations. But advertising has a quite different effect on brand equity. The between-group differences in the brand equity formation process are explained from a cultural perspective.
Internet-based companies need to remain competitive. One way of improving competitive advantage is to attract more customers and increase customer retention; for example, by developing long-term, secure relationships between the buyers and sellers. Little empirical research has been conducted on the link between customer relationship management and customer loyalty within an Internet, or e-commerce, context. This study provides evidence of how to improve planning for customer management by presenting and testing a conceptual model of the process by which the implementation of electronic relationship marketing (e-CRM), can enhance loyalty. While building the research framework, price sensitivity was found to be a primary confounding element on loyalty and was included in the study for control. An exploratory study of Internet retailers, e-retailers, and their customers was conducted and the findings revealed that e-retail companies (with CD, DVD, video and book products) should consider customers’ perceptions of relationship marketing efforts, as they are fundamental to enhancing customer loyalty and that an enhancement of customer loyalty reduces price sensitivity.
Evidence exists that service quality delivery through Web sites is an essential strategy to success, possibly more important
than low price and Web presence. To deliver superior service quality, managers of companies with Web presences must first
understand how customers perceive and evaluate online customer service. Information on this topic is beginning to emerge from
both academic and practitioner sources, but this information has not yet been examined as a whole. The goals of this article
are to review and synthesize the literature about service quality delivery through Web sites, describe what is known about
the topic, and develop an agenda for needed research.
WebQual is a method for assessing the quality of Web sites. The method has been developed iteratively through application in various domains, including Internet bookstores and Internet auction sites. In this paper we report on the application of a new version of WebQual to Internet bookstores: Amazon, BOL, and the Internet Bookshop. WebQual draws on previous work in three areas: Web site usability, information quality, and service interaction quality to provide a rounded framework for assessing e-commerce offerings. Although WebQual is grounded in the subjective impressions of Web site users, the data collected lends itself to quantitative analysis and the production of e-commerce metrics such as the WebQual Index. The reliability of the instrument is examined and core constructs of Web site quality identified using factor analysis. The role of WebQual in assessing an organization's e-commerce capability is discussed.
Managing service quality is vital to retain customer satisfaction and augment revenues for any business organization. Often it is difficult to assess service quality due to lack of quantifiable measures and limited data. In this paper, we present a hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating service quality of urban transportation systems. The proposed approach consists of three steps. The first step involves development of a SERVQUAL based questionnaire to collect data for measuring transportation service quality. The participants provide linguistic assessments to rate the service quality criteria and the alternatives. In step 2, the linguistic ratings are combined through fuzzy TOPSIS to generate an overall performance score for each alternative. The alternative with the highest score is finally chosen. In step 3, sensitivity analysis is conducted to evaluate the influence of criteria weights on the decision making process.The strength of the proposed approach is its practical applicability and ability to provide solution under partial or lack of quantitative information. An application of the proposed approach for evaluation of service quality of metro in Montreal is provided.
Purpose-This research strives to analyze and investigate customers' perception of the dimensions of service quality at retails in Makassar Municipality of Indonesia Country. This research tries to present its results empirically, which might be helpful to prepare a strategy to improve the service quality at retail companies. Research design, data, and methodology-The research uses Parasuraman's in 1985 unmodified SERVQUAL approach. This research is conducted using a questionnaire by purposive random sampling with 150 housewives customers who are met while they are shopping. The object of the study included several retail companies such as Alfa Mart, Alfa Midi, and Indomart operating in Makassar, Indonesia, which has been serving in 2017. Analysis was conducted by quantitative descriptive analysis, measurement of variable dimensions on the questionnaire using a Likert scale, and using cartecius graph and quadrant graphs to determine the gap size of each variable. Result-This research finds that the tangible and empathy dimensions such as product layout and lighting condition should be prioritized, and the empathy dimension whose gap value is too prominent such us peak load time condition and problem-solving adjustment. Conclusion-The second priority is responsiveness dimensions, and the last priority is reliability and assurance dimensions.
Several issues relating to goodness of fit in structural equations are examined. The convergence and differentiation criteria, as applied by Bagozzi, are shown not to stand up under mathematical or statistical analysis. The authors argue that the choice of interpretative statistic must be based on the research objective. They demonstrate that when this is done the Fornell-Larcker testing system is internally consistent and that it conforms to the rules of correspondence for relating data to abstract variables.
One of the major elements of future management is the importance of data. This is going to determine new forms of marketing and the establishment of “servitization”. Traditional marketing will undergo certain transformations in order to remain useful in society 5.0. Marketing becomes both a logic and an approach. Need, desire, expectation and demand are the four concepts that are closely intertwined in the marketing approach. As with management, different marketing periods can be identified chronologically. Society 5.0 features a holistic vision of management. Customer Relationship Manager (CRM) is a tool for managing business organizations. The firms in society 5.0 will have to organize themselves in order to better satisfy customers, by using relevant data. The concept of feeble signal is very important for detecting breakthroughs in society 5.0. Information retrieval and the gleaning of informational items are new actions related to the actors of society 5.0.
The behaviour of the digital consumer differs from that of the digital-internet consumer. Not with the regard to the procedure that the average consumer follows, but mostly to the «why» and «how» a
consumer prefers and searches or also buys products and services from the internet. The aim of the present study is to examine the digital consumer behaviour towards the reasons and ways of use from
consumers. It is applied in the case of Cyprus and in order to explain these trends it is based on the theory of Uses and Gratifications while concludes in suggesting a new approach of analysis, the 4C’s
online shopping approach, a tool (marketing mix) that will enhance researching widely on online consumer behavior. For data collection, questionnaires were used within a sample of 250 respondents.
Web personalization has been widely adopted in the mobile shopping context to improve shopping experience and consumer loyalty. Timing is a crucial issue of the implementation of web personalization, a topic not yet adequately investigated in the extant literature. Web personalization could classify into two forms, namely Before-search Web Personalization (BSWP) and After-search Web Personalization (ASWP), in the mobile shopping context. Besides, motivations are the critical factors in mobile shopping, and seldom research has studied the effects of motivation on consumer's use of web personalization in the mobile shopping context. To advance understanding of the timing issue of web personalization, this paper employs the Uses and Gratifications method to investigate how mobile shopping motivations influence consumers’ use of BSWP and ASWP, respectively. Furthermore, this paper also investigates the role of an important personal disposition (i.e. need for cognition). Empirical results indicate that shopping motivations could have significant effects on web personalization use; furthermore, BSWP use and ASWP use are predicted by different shopping motivations. Besides, need for cognition is found to positively moderate some effects of mobile shopping motivations on web personalization use. Theoretical and practical implications are also discussed.
Mobile instant messaging (mIM) services are a critical tool that has transformed people's means of communication and ways of living. By using smart devices that enable users to be connected anytime and anywhere, mIM users can exchange real-time messages that enhance their interpersonal relationships and social belonging. To continuously retain and attract users to their mobile platforms, mIM service providers are extending their business models to provide online-to-offline (O2O) services. This study investigates the extent to which mIM user satisfaction affects loyalty toward and satisfaction with O2O services delivered on mIM mobile platforms. The antecedents to user satisfaction are also measured by evaluating consumers' perception of O2O and mIM service quality performance. The empirical findings are drawn from 335 Korean respondents that use Korea's dominant mIM application, KakaoTalk, and its related O2O services. The study finds that mIM satisfaction positively influences O2O satisfaction. Attitudinal and behavioral loyalty are also observed among users satisfied with O2O services. By using cooperative approaches to enhancing the perceived service quality of both new and existing services, mIM service providers are encouraged to create value-added services and secure their sustainable competitive advantage.
This study aims to analyze the service quality of online transportation focusing on the technology aspect. The measurement developed from previous related studies includes three dimensions which are service quality, information quality, and system quality. The research approach is quantitative approach with Entropy technique for data analysis and GO-JEK as case study. The number of respondents for this study is 1,670. The analysis shows that there are 20 criteria that can be used to measure online transportation service quality. From the entropy analysis, each criterion was weighted to rank the quality of the services relatively to each other. It was found that the best three aspects for GO-JEK online transportation services are perceived cognitive, ease of use, and perceived website innovativeness. Meanwhile, the three lowest criteria are compensation, trust and perceived risk.
Consumers in Indonesia have the uniqueness characters, one of them is likely to be impulsive in shopping. The pattern of consumers behavior of Indonesia with its diverse uniqueness is due to high level of heterogeneity, among other things, because of differences in Tribe and regionalism. This difference concerns habits and lifestyles, especially eating habits, consuming style, and even consumers behavior in visiting shopping centers. It is not apart from the implications of external and internal factors of consumers that are variables in this research. Internal factor that is consumer characteristic while external factor that is Product Characterize. This research was conducted in Indonesia involving 435 respondents who are consumers/visitors of mall in Indonesia. Sampling used the method of insidential sampling, analysis method used was multiple linear regression with the analysis test tool of Smartpls 3.0. The results of this reseach showed that consumer characteristics have a significant and dominant influence on impulsive buying factors of consumers / visitors of mall in Indonesia, product characteristics have a significant and positive effect. The finding obtained in this research showed that consumers/visitors of mall in Indonesia behave impulsive as much as 58.6%.
Human resource management (HRM) research has documented the importance of high performance work practices (HPWPs) to organizations, and recent efforts have argued for increasing attention to the role of line manager implementation of HPWPs. To date, research in this area has focused largely on the organizational or employee implications of HPWP implementation, ignoring the process through which implementation affects outcomes. In this article, we use theory on impression formation to describe the perceptual process through which line manager implementation of HPWPs facilitates the formation of different employee impressions of manager leadership styles. We argue that this process is contingent upon employee attributions of implementation intent, which are influenced by the interaction of employee affective and attributional tendencies with line manager implementation style (i.e., political skill). Our conceptualization of this process contributes to HRM research by demonstrating the benefits of integrating it with leadership theory, as well as identifying the role of interpersonal perceptual processes in the effects of HPWPs.
The aim of this paper is to determine whether perceived risk moderates the antecedents of customer retention in online travel purchasing or, whether, on the contrary, those antecedents explain predisposition to repeat purchase from a website, whatever the level of risk. The impact of perceived risk as a moderator of the influence of website reputation, consumer trust in the site and user satisfaction with the shopping experience on repurchase intention was tested through structural equation modelling techniques and multigroup analysis on a sample of 455 Internet purchasers of tourist accommodation. Data analysis confirms the role of satisfaction and website reputation as builders of online trust and, through that trust, as determinant factors in repurchase intention. Perceived purchase risk moderates the relationship between trust and satisfaction, so that when perceived risk is greater, that relationship is more intense.
Background:
The role and scope of nursing practice has evolved in response to the dynamic needs of individuals, communities, and healthcare services. Health services are now focused on maintaining people in their communities, and keeping them out of hospital where possible. Community based nurse-led clinics are ideally placed to work towards this goal. The initial impetus for these services was to increase patient access to care, to provide a cost-effective and high quality streamlined service.
Objectives:
This systematic review aimed to identify the impact of nurse-led clinics in relation to patient outcomes, patient satisfaction, impact on patient access to services, and cost effectiveness.
Methods:
A review of community based nurse-led clinic research in Medline, CINAHL and Embase was undertaken using MeSH terms: Nurse-managed centres, Practice, Patterns, Nurse, Ambulatory Care, keywords: nurse-led clinic, nurse led clinic, community and phrases primary health care and primary care. Papers were appraised using the Joanna Briggs Appraisal criteria.
Results:
The final review comprised 15 studies with 3965 participants. Most studies explored patient satisfaction which was largely positive towards nurse-led clinics. Patient outcomes reported were typically from self-report, although some papers addressed objective clinical measures; again positive. Access was reported as being increased. Cost-effectiveness was the least reported impact measure with mixed results.
Conclusions:
Nurse-led clinics have largely shown positive impact on patient outcomes, patient satisfaction, access to care and mixed results on cost-effectiveness. Future research evaluating NLCs needs to adopt a standardised structure to provide rigorous evaluations that can rationalise further efforts to set up community based nurse-led clinical services.
Various studies have examined the effects of factors on online attitudes and behavior. By applying the Technology Acceptance Model, this study is focused on investigating factors that affect customers online purchasing behavior. In particular, this study examines i) effects of such factors as product information, price, convenience, and perceived product or service quality on perceived usefulness; ii) effects of convenience, perceived product or service quality, and desire to shop without a salesperson on perceived ease of use; iii) effects of perceived ease of use on perceived usefulness; iv) effects of perceived ease of use and usefulness on intentions to shop online; and v) effects of trust on purchase intentions. The data collected online and offline were analyzed using factor and regression analysis, and structural equation modeling. The results of this study indicate that perceived usefulness, perceived ease of use, and trust had a statistically significant effect on behavioral intention to shop on the Internet.
This article evaluates the electronic customer relationship management (e-CRM) features on hotel websites and examines the effectiveness of e-CRM quality as a signal that conveys information about unobservable hotel service quality. Complementary findings from two studies are presented. In Study 1, the results from lab experiments show that hotel e-CRM quality had positive effects on potential customers’ expectations for service quality, trust in and satisfaction with the hotel website, and intentions to purchase from the website. In Study 2, observational data collected from an influential hotel review website show a positive relationship between a hotel’s basic, proactive, and partnership e-CRM and the hotel’s rank in its region. Both studies found that smaller hotels and hotels with lesser known brands benefited more from better e-CRM. These findings suggest that a well-designed e-CRM system may help less visible hotels to gain advantages in the increasingly competitive online marketplace.
Now in its second edition, this best seller presents detailed information about how to construct, evaluate, and use questionnaires. New to this second edition is a chapter that includes two different methods of sampling and determining an appropriate sample size for reliable results. the author has updated the chapter on reliability and validity to cover more information about other forms of reliability. Also added is a chapter devoted to presenting examples on real customer satisfaction measures and how they can be used. Other topics include guidelines for developing questionnaires, scale development, the concept of quality, frequencies, sampling error, and two methods of determining important service or product characteristics as perceived by the customer.
Faced with keen competition in the theme park operating environment, operators have realized the necessity of maintaining a high standard of service quality in order to survive. Because of the scarcity of literature on theme park service quality, the present study adapts the SERVQUAL model and modifies it as the THEMEQUAL model to measure the gap between perceived service quality and expected service quality from visitors under the theme park setting. The Hong Kong Disneyland is selected due to its importance to the Hong Kong tourism industry. The impact of the dimensions of the model on visitor satisfaction is also examined. Results expressed visitor satisfaction in terms of physical environment, but signified dissatisfaction on employee performance. Among the six dimensions of the model, “responsiveness and access,” “assurance,” and “empathy” are the critical predictors of visitor satisfaction. Discussions on the findings are presented and managerial implications are explained in detail.
Both practitioners and academics understand that consumer loyalty and satisfaction are linked inextricably. They also understand that this relation is asymmetric. Although loyal consumers are most typically satisfied, satisfaction does not universally translate into loyalty. To explain the satisfaction-loyalty conundrum, the author investigates what aspect of the consumer satisfaction response has implications for loyalty and what portion of the loyalty response is due to this satisfaction component. The analysis concludes that satisfaction is a necessary step in loyalty formation but becomes less significant as loyalty begins to set through other mechanisms. These mechanisms, omitted from consideration in current models, include the roles of personal determinism ("fortitude") and social bonding at the institutional and personal level. When these additional factors are brought into account, ultimate loyalty emerges as a combination of perceived product superiority, personal fortitude, social bonding, and their synergistic effects. As each fails to be attained or is unattainable by individual firms that serve consumer markets, the potential for loyalty erodes. A disquieting conclusion from this analysis is that loyalty cannot be achieved or pursued as a reasonable goal by many providers because of the nature of the product category or consumer disinterest. For some firms, satisfaction is the only feasible float for which they should strive; thus, satisfaction remains a worthy pursuit among the consumer marketing community. The disparity between the pursuit of satisfaction versus loyalty, as well as the fundamental content of the loyalty response, poses several investigative directions for the next wave of postconsumption research.
Business is moving online, not as a matter of choice, but as a matter of necessity. The use of the Internet as a channel for commerce and information presents an opportunity for business to use the Internet as a tool for customer relationship management (CRM)/(e-CRM). Despite widespread agreement that CRM/e-CRM has direct and/or indirect impact on customer satisfaction, sales, profit, and loyalty, the significance of e-CRM and the various e-CRM features in influencing customer satisfaction has not been well researched. This study attempted to uncover relationships between e-CRM and customer satisfaction by determining the presence of e-CRM features on retail Web sites for which we have customer satisfaction data, and determining if the amount of e-CRM is related to customer satisfaction or which, if any, of the various features of e-CRM are related to customer satisfaction. It was found that retailers differ in the presence of the 42 different e-CRM features; that there is a positive relationship between the amount of e-CRM on a Web site and customer satisfaction with the Web site; and that not all e-CRM attributes are equal – some are related to satisfaction and some are not. There was no relationship between the level of e-CRM on a retail Web site and sales and profit.
Small and medium-sized enterprises (SMEs) are vital to our economies, and they perform marketing resembling customer relationship management (CRM) theory. This study investigated the role of technology on the CRM activities (i.e. e-CRM) of SMEs in Ireland. This paper both reports the findings and the methodological process undertaken, which was a mixed methods research design comprising quantitative and qualitative methods. Hence this paper constitutes a methodological contribution to the small business discipline. Regarding the research problem, the research design facilitated significant theoretical and practical contributions to small business marketing, regarding using technology in customer communication and customer information management in e-CRM. SMEs are performing e-CRM that enables customer communication and customer information capabilities, but challenges focus on balancing e-communication with traditional communication and integrating technologies into existing processes. For SME owner-managers, ‘Ten Commandments for e-CRM’ are presented as the paper's managerial take-away.
Previous information systems satisfaction research predominantly focused on generic technological attributes, failing to account for the specificity of the artefact. Furthermore, viewing satisfaction as a static evaluation state, the prevalent cross-sectional approach could not account for the dynamic nature of satisfaction. In this study, we address these gaps by following a functional approach and taking a temporal view in developing and testing a model explaining the effects of various types of electronic customer relationship management (eCRM) functions on customer satisfaction in the context of online shopping. A framework based on the transaction cycle is used to classify eCRM functions into pre-, at-, and post-purchase eCRM. Two distinct temporal phases, i.e. attraction and retention, are identified. The results of a longitudinal survey involving 670 customers of hardware retailers demonstrate the appropriateness of the functional approach in investigating eCRM success and the necessity of the temporal conceptualisation of customer satisfaction. The theoretical and practical implications of these results are discussed.
The authors investigate the impact of satisfaction on loyalty in the context of electronic commerce. Findings of this research indicate that although e-satisfaction has an impact on e-loyalty, this relationship is moderated by (a) consumers' individual level factors and (b) firms' business level factors. Among consumer level factors, convenience motivation and purchase size were found to accentuate the impact of e-satisfaction on e-loyalty, whereas inertia suppresses the impact of e-satisfaction on e-loyalty. With respect to business level factors, both trust and perceived value, as developed by the company, significantly accentuate the impact of e-satisfaction on e-loyalty. © 2003 Wiley Periodicals, Inc.
Understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality and justice on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality, justice and customer satisfaction were measured by multiple dimensions. A research model was developed based on this multidimensional approach and was empirically examined with data collected from about one thousand users of mobile value-added services in China. Results show that all three dimensions of service quality (interaction quality, environment quality and outcome quality) have significant and positive effects on cumulative satisfaction while only one dimension of service quality (interaction quality) has a significant and positive effect on transaction-specific satisfaction. Besides procedural justice, the other two dimensions of justice (distributive justice and interactional justice) significantly influence both transaction-specific satisfaction and cumulative satisfaction. Furthermore, both types of customer satisfaction have significant and positive effects on continuance intention. Implications for research and practice are discussed.
Singapore crash statistics from 2001 to 2006 show that the motorcyclist fatality and injury rates per registered vehicle are higher than those of other motor vehicles by 13 and 7 times, respectively. The crash involvement rate of motorcyclists as victims of other road users is also about 43%. The objective of this study is to identify the factors that contribute to the fault of motorcyclists involved in crashes. This is done by using the binary logit model to differentiate between at-fault and not-at-fault cases and the analysis is further categorized by the location of the crashes, i.e., at intersections, on expressways and at non-intersections. A number of explanatory variables representing roadway characteristics, environmental factors, motorcycle descriptions, and rider demographics have been evaluated. Time trend effect shows that not-at-fault crash involvement of motorcyclists has increased with time. The likelihood of night time crashes has also increased for not-at-fault crashes at intersections and expressways. The presence of surveillance cameras is effective in reducing not-at-fault crashes at intersections. Wet-road surfaces increase at-fault crash involvement at non-intersections. At intersections, not-at-fault crash involvement is more likely on single-lane roads or on median lane of multi-lane roads, while on expressways at-fault crash involvement is more likely on the median lane. Roads with higher speed limit have higher at-fault crash involvement and this is also true on expressways. Motorcycles with pillion passengers or with higher engine capacity have higher likelihood of being at-fault in crashes on expressways. Motorcyclists are more likely to be at-fault in collisions involving pedestrians and this effect is higher at night. In multi-vehicle crashes, motorcyclists are more likely to be victims than at-fault. Young and older riders are more likely to be at-fault in crashes than middle-aged group of riders. The findings of this study will help to develop more targeted countermeasures to improve motorcycle safety and more cost-effective safety awareness program in motorcyclist training.
The effect of electronic customer relationship on customer satisfaction a study in web banking in Saudi Arabia (Doctoral thesis
- F Abdulfattah
Abdulfattah, F. (2012). The effect of electronic customer
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banking in Saudi Arabia (Doctoral thesis, University of
Huddersfield, Huddersfield, England).
Marketing management/Philip Kotler
- P Kotler
Kotler, P. (2012). Marketing management/Philip Kotler,
Kevin Lane Keller. Pearson Education Limited, 817, 1.
eCRM Features that Affect Customer Attitude to Loyalty: A Case Study of a Sample of 402 University Students Enrolled in International Programs in Thailand
- N Rahimiparvar
Rahimiparvar, N. (2014). eCRM Features that Affect
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High performance work practice implementation and employee impressions of line manager leadership
- Z A Russell
- D S Steffensen
- B P Ellen
- L Zhang
- J D Bishoff
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