Business Commons^™

The Comparison Of Credit Accessibility Channel On Satisfaction And Loyalty: Case Study Of Credit Consumer “Generation X And Y” In Thailand, Palida Srisornkompon

ASEAN Marketing Journal

Manuscript type: Research articleResearch aims: The study aimed to compare the effects of credit accessibility channels on satisfaction and loyalty between credit users in generations X and Y. Design/methodology/approach: The sample groups were as follows: 1)138 credit users in generation X (n = 138) and, 2) 262 credit users in generation Y (n =262). The data were analyzed using the AMOS program via the structure equation modeling (SEM) technique. Research findings: The online channel showed the positive influence of satisfaction in both the generation X and Y groups. The results also indicated that generation Y credit users exhibited higher satisfaction …

Antecedents And Consequences Of Tourist Satisfaction: A Literature Review, Joko Adinegara, Ni Wayan Sri Suprapti, Ni Nyoman Kerti Yasa, I Putu Gde Sukaatmadja

ASEAN Marketing Journal

The concept of satisfaction is being practiced worldwide at very large scale and has drawn significant attention from academics and practitioners, because it played an important role in company marketing strategies and it was recognized as driving force of loyalty. Although the antecedent of satisfaction was widely learned, the antecedent of satisfaction is still debate by the researcher. The aim of this article is to develop more integrative constructs of satisfaction and its consequences and how the correlations among constructs that form the satisfaction. By understanding the factors that form the satisfaction and its consequences, is expected to be composed …

The Impact Of Satisfaction And Trust On Loyalty Of E-Commerce Customers, Mochammad Auditya Brilliant, Adrian Achyar

ASEAN Marketing Journal

The number of Internet users in Indonesia and e-commerce sales is growing. However, Indonesia is less active in e-commerce research compared to other Asian countries, and existing studies cover limited area. The purpose of this study is identifying the impact of customer satisfaction and trust on loyalty in e-commerce and identifying the factors that influence satisfaction. The results are that information quality affects trust and that trust affects loyalty. E-commerce websites should focus on delivering trusted information on product quality, which will lead to greater customer trust, and greater trust will lead to greater loyalty to the websites

A Emprical Investigation On Service Failure And Recovery At Retailing Bank In Vietnam, Tu Van Binh, Nguyen Tran Phuong Vi

ASEAN Marketing Journal

To identify factors affecting satisfaction with service recovery of banking sector and overall satisfaction, together with the effect of customersatisfaction on repurchase intent and word-of-mouth intent in the banking in Vietnam, a survey is conducted on 215 customers.Those respondents, who are buying services from the bank, namely Vietnamese Local Bank (VLB), have experienced in service failure and service recovery in their transaction with VLB, and lived in Ho Chi Minh City. Structural equation model (SEM) is employed to estimate the theoretical model and to test hypotheses. The findings of the study showed that distributive justice positively impact customer satisfaction with …

Customer Value, Satisfaction And Behavioral Intentions: The Effects Of Consumer Search Behavior, Wahyuningsih Wahyuningsih

ASEAN Marketing Journal

This study develops and tests an integrative model to examine the relationships among customer value, satisfaction and behavioral intentions based upon a typology of consumer search behaviors. The model was tested using surveyed data from 546 customers of car insurance in Melbourne, Australia. The findings demonstrate that each type of consumer (passive, rational-active, relational-dependent), performs differently on the relationships among customer value, satisfaction, and behavioral intentions. The identification of value, satisfaction, and behavioral intentions within each search behavior allows managers to deliver optimal value and satisfaction to their consumers.

Factors Affecting Satisfaction And Revisit-Intention Of Pilgrimage Tourists: Bà Chúa Xứ Shrine In Vietnam, Bang Nguyen Viet, Si Nguyen Van

International Journal of Religious Tourism and Pilgrimage

This study aims to define and measure key factors of the satisfaction and revisit-intention of pilgrimage tourists to Bà Chúa Xứ Shrine in Vietnam. The study involved both qualitative and quantitative methods: (i) qualitative research was carried out through focus group discussions with pilgrimage tourists, and (ii) quantitative research was conducted through interviews with 288 pilgrimage tourists. The results showed that intentions to revisit the Ba Chua Zu Shrine was directly affected by satisfaction, destination image, cultural contact, and spirituality. The results reveal that pilgrimage destination image, spirituality and cultural contact had positive and direct significant influences on revisit-intention and …

Teamwork, Satisfaction And Mediating Effect Of Affective, Continuance And Normative Commitments On Employee’S Loyalty, Thalita A. C. Nicolleti, Eduardo R. Mangini, Leonardo Aureliano-Silva, Cristiane S. Pires, Carolina A. De Freitas Dias

University of South Florida (USF) M3 Publishing

Teamwork, staff satisfaction, and organizational commitment on employee loyalty have been investigated by previous literature. However, the mediating effects of affective (AC), continuance (CC) and normative (NC) commitments are still a big gap present in theory. Thus, the main purpose of this paper is to explore the mediate role of AC, CC, and NC on employee loyalty. In total, 123 individuals participated in this research. The SEM technique approach was used throughout Smart PLS software version 3.0. The results supported nine hypotheses and rejected one. The theoretical and managerial implications are presented as well as research limitations and avenues for …

A Conceptual Framework For The Mediating Role Of The Flow Experience Between Destination Brand Experience And Destination Loyalty, Ipek Kazancoglu, Taskin Dirsehan

University of South Florida (USF) M3 Publishing

The global tourism economy has created a competitive industry, and the customer experience in destination branding has emerged as a competitive tool for practitioners. It has also been attracting attention in the tourism literature. Individuals who experience high degrees of flow tend to feel more engaged in activities during their travel experiences. However, the antecedents of the flow experience and its outcomes are still limited in the literature. Considering the gaps in the literature, this study is aimed at developing a conceptual model for the mediating effect of the flow experience on the relationship between destination brand experience and destination …

Value Chain For A B School In India, Vimal C. Verma, Devashish D. Gupta

University of South Florida (USF) M3 Publishing

Education has become the largest advertiser, according to estimates, with a large chunk of that money going toward enhancing the industry’s reputation. Due to the introduction of WTO rules, management education is becoming more competitive, and the Indian market is now open to foreign competitors as well, B schools in India are anticipating what would please their customers. The high number of applicants taking the CAT exam this year shows how popular management education is becoming. Students at B-schools and those aspiring to them are interviewed for this study, which aims to determine the value chain of an ideal B …

The Satisfaction Of Bangladeshi Pilgrims: Service Gaps In Spiritual Tourism Based On Gender And Expenditure, Mohammad Mominul Islam

International Journal of Religious Tourism and Pilgrimage

This study sheds light on the satisfaction of pilgrims and service gaps of tour operators. Data were gathered from 236 Bangladeshi pilgrims in the Kingdom of Saudi Arabia at Mecca and Madina and in Bangladesh in 2019. The results reveal that 94.9% of the tourists were satisfied with air services, followed by food, accommodation, Hajj- training, sightseeing, stone-throwing, Arafa, Mujdalifa, Meena and transportation services (75.8%, 61.9%, 56.8%, 54.3%, 54.3%, 53.4%, 52.5%, 51.3%, and 43.2% respectively. Under the Mann-Whitney U test, pilgrims’ perceptions of tour operators’ services significantly differed based on gender and expenditure of respondents. The results show that satisfaction …

The Effect Of Leader-Member Exchange, Co-Worker Cooperation And Locus Of Control On Employee Outcomes In Lebanese Smes: Perceptions Of Politics As A Mediator, Sakina El Jisr, Abdul Rahman Beydoun, Nehale Mostapha

BAU Journal - Society, Culture and Human Behavior

Purpose – This study aims to investigate the nature of the relationships between three variables (leader-member exchange, locus of control and co-worker cooperation) and two employee outcomes (job satisfaction and turnover intention). It also examines whether these relationships are mediated by perceptions of politics.

Design/methodology/approach – Survey data was obtained from 300 employees from Lebanese SMEs located between Tripoli and Beirut. Mediation was tested using Baron and Kenny (1986)’s framework.

Findings – Results revealed that leader-member exchange and co-worker cooperation are positively related to job satisfaction and negatively related to turnover intention. Locus of control, on the other hand, is …

U.S. Faculty Salary & Satisfaction Report, Prof Cihan Cobanoglu, Khuraman Shahtakhtinskaya, Luana Nanu, Faizan Ali, Trishna Mistry, Anudari Munkhtuya

University of South Florida (USF) M3 Publishing

This survey was conducted to analyze the general job satisfaction and compensation trend and create a national benchmarking report for salary and other benefits that faculty members receive in the U.S. Some may say job satisfaction is an elusive, even mythical concept, and an abundance of research has been dedicated towards it. The current report mainly focused on job satisfaction amongst academic staff in the U.S. We were particularly interested in understanding both the general level of satisfaction and different factors that seemed to account for satisfaction and dissatisfaction. In addition, we were interested to see if there was any …