Business Commons^™

Mobile Information Services Marketing: An Assessment Of Needs, Quality And Satisfaction, Shahriar Akter, Fumiyo Kondo

Shahriar Akter

While user needs, service quality and satisfaction regarding most services have been well explored in academic literature, there exists little research on these factors with respect to mobile information services. This study taps into these voids and examines the impact of these factors on mobile information services marketing through an empirical investigation in Japan. It pursues a conceptual model based on the basic parameters of information marketing, that is, information needs, information quality and user satisfaction. The findings indicate that user perceived information services quality is determined by the quality of information delivery platform (affordability, availability, reliability, security and ease …

User Perceived Service Quality Of Mhealth Services In Developing Countries, Shahriar Akter, John D'Ambra, Pradeep Ray

Shahriar Akter

Health challenges present arguably the most significant barrier to sustainable global development. The introduction of ICT in healthcare, especially the application of mobile communications, has created the potential to transform healthcare delivery by making it more accessible, affordable and effective across the developing world. However, there is growing concerns about the quality of such services with regard to the robustness of the service delivery platform, knowledge and competence of the provider, privacy and security of information and above all, their effects on satisfaction, future use intentions and quality of life. The aim of this paper is to explore, analyze and …

The Impact Of Mobile Amusement Information On Use Behavior, Satisfaction, And Loyalty, Fumiyo Kondo, Jiro Hirata, Shahriar Akter

Shahriar Akter

The relationship between satisfaction and loyalty has been well explored in services marketing or customer relationship management. In this study, the authors studied the relationship of 7 types of service variables under “amusement” factor. Amusement is one of the three factors extracted from 21 mobile information services. Among many different frameworks of satisfaction-loyalty, we used the framework of “past use behavior” on “satisfaction”, and then of “satisfaction” on “continued use intention” (or loyalty), resulting in a strong support of the existing model with positive significant influence on the both paths. Further, our research reveals that, on the both paths, there …

Customer Satisfaction, Loyalty, And Repurchase: Meta-Analytical Review, And Theoretical And Empirical Evidence Of Loyalty And Repurchase Differences., Tamilla Curtis

Dr. Tamilla Curtis

Despite the large volume of research in the area of loyalty-repurchase-satisfaction, the findings on the relationship between these variables are conflicting. It seems that links between loyalty, repurchase, and satisfaction are not fully understood yet. The study provided the theoretical background on loyalty, repurchase, satisfaction, and their interrelationships. The Theory of Planned Behavior and the Expectation Confirmation Theory were discussed. The loyalty-repurchase differentiation with five contributing factors was addressed. From the literature review nine hypotheses were proposed. The study was conducted in three phases. The purpose of the first phase was to statistically identify the magnitude and the direction of …

Emotional Versus Functional Attributes Of Delight-And Satisfaction-Mediated Effects On Customer Loyalty, Ipshita Ray

Atlantic Marketing Association Proceedings

This study presents a model in which delight and satisfaction mediate the effects of store characteristics on store outcomes. It is proposed that the impacts of hedonic stimuli and utilitarian stimuli on attitudinal and behavioral loyalty intentions are mediated by customer delight and customer satisfaction simultaneously in a dual process model. To represent various retail-store categories based on the North American Industry Classification of retail categories, data were collected from 8 types of retail stores located in the Northeast United States. Using multi-group structural equation modeling, the author examines the mediating effects of delight and satisfaction on loyalty outcomes. The …

The Nostalgia Effect: A Field Investigation Of Satisfaction Among Is/It Professionals In India, Robert O. Briggs

Marketing and Management Faculty Publications

Satisfaction is a key indicator of system success, and so it has been the subject of much Information System (IS) research. The nostalgia effect, whereby individuals feel satisfied or dissatisfied when thinking about past goal attainment or failure, has been observed to influence analysts’ decisions with respect to ongoing systems development. The Yield Shift Theory (YST) of Satisfaction explains the nostalgia effect as a function of changes in yield for an individual’s active goal set. This paper reports on an exploratory field investigation of the nostalgia effect among 105 working IS/IT professionals in India reflecting on past collaboration experiences. The …

An Examination Of The Volunteer Coordinator's Influence On Church Volunteers' Intent-To-Continue At The Largest Protestant Churches, Jason Berton Golden

Dissertations

Volunteers contribute to the production of goods and services by easing the burden of the paid workforce while not increasing costs. Today’s volunteers tend to be highly trained, skilled professionals looking for a place to invest their time and skills. Churches are the largest single recipient of many volunteers’ efforts. Despite this fact, volunteerism is on the decline in churches.

Once recruited, attrition rates can climb as high as 40% in the first 12 months following training of volunteers. Therefore, the greatest challenge churches face is turnover. Not only does turnover lead to reduced production; it also incurs added expenditures …

Consumer Perceptions Of Apparel Fit Satisfaction And Sizing Based Upon 3d Body Scanning And Block Garment Assessment, Nicole Lee Coury

Graduate Theses and Dissertations

The objectives of this study were to first, determine whether Walmart, Inc. customers are purchasing the correct size garments for their body measurements, and their perceptions of the fit of Walmart, Inc. clothing prior to trying on the current block garments. The next objective was to determine which factors influence fit satisfaction after the participants have tried on the current block garments. Hypothesis 1 tested participants' perceived size and their actual size, Hypothesis 2 tested participants' pre and post try-on fit satisfaction perceptions, and Hypothesis 3, 4, and 5 tested which factors have a significant effect on garment fit satisfaction. …

Effect Of Conflict On Team Performance And Satisfaction Among Health Profession Students, Jeffery D. Kaufman Ph.D

Online Journal for Workforce Education and Development

Objective: This study continues prior research investigating the relationships between task conflict, relationship conflict, team performance, and team member satisfaction within teams of students in programs that tend to matriculate to healthcare professions. Background: As the use of teams both in practice and education continues to increase, understanding how conflict impacts team processes becomes ever more important. Methods: Student teams (n = 47) completed two different decision tasks as well as instruments that measured their individual levels of perceived task conflict, relationship conflict and satisfaction with their team. Results: No significant relationship was identified between either types of conflict …

Happiness & Accounting/Finance Careers, Jacob Shrode

Celebrating Scholarship & Creativity Day (2011-2017)

The research question I chose was "Do happiness levels vary among graduates with accounting majors who have chosen different career paths?" The method I used to get my data was a survey. Overall, the average happiness score from my survey was 4.72/6 (see table 4). The average happiness score in the U.S. is only 4.30. I did a t-test for this and got a p value of .00. With this, I can say that there is substantial evidence to suggest that people who graduate with accounting/finance majors tend to be significantly happier than the average U.S. person.

Understanding The Relationships Between Tourists' Emotional Experiences, Perceived Overall Image, Satisfaction, And Intention To Recommend, G Prayag, S Hosany, B Muskat, G Del Chiappa

Business Papers and Journal Articles

The purpose of this study is to empirically test an integrative model linking tourists’ emotional experiences, perceived overall image, satisfaction, and intention to recommend. The model was tested using data collected from domestic tourists visiting Sardinia, Italy. Results show that tourists’ emotional experiences act as antecedents of perceived overall image and satisfaction evaluations. In addition, overall image has a positive influence on tourist satisfaction and intention to recommend. The study expands current theorizations by examining the merits of emotions in tourist behavior models. From a practical perspective, the study offers important implications for destination marketers.

Employer-Employee Congruence In Environmental Values: An Exploration Of Effects On Job Satisfaction And Creativity, Jelena Spanjol, Wing Yin Leona Tam, Vivian Tam

Faculty of Business - Papers (Archive)

This study examines how the match (vs. mismatch) between personal and firm-level values regarding environmental responsibility affects employee job satisfaction and creativity and contributes to three literature streams [i.e., social corporate responsibility, creativity, and person-environment (P-E) fit]. Building on the P-E fit literature, we propose and test environmental orientation fit versus nonfit effects on creativity, identifying job satisfaction as a mediating mechanism and regulatory pressure as a moderator. An empirical investigation indicates that the various environmental orientation fit conditions affect job satisfaction and creativity differently. More specifically, environmental orientation fit produces greater job satisfaction and creativity when the employee and …

The Influence Of Presenteeism On Job Satisfaction And Employee Turnover Intentions: Evidence From Bangladeshi Employees, Amlan Haque

Faculty of Business - Papers (Archive)

This study investigates the association of presenteeism with job satisfaction and employee turnover intentions. Presenteeism refers to attending work while ill and not being able to work up to full capacity. Hypotheses are tested using data from 200 full-time Bangladeshi employees with a web-based online survey. As predicted, significant negative associations were identified between presenteeism and job satisfaction as well as among job satisfaction and employee turnover intentions. A further analysis also revealed a significant positive relationship between presenteeism and employee turnover intentions. This study suggests that presenteeism is associated with job satisfaction and employee turnover intentions and should be …

Dimensions Driving Business Student Satisfaction In Higher Education, Mazirah Yusoff, Fraser Mcleay, Helen Woodruffe-Burton

Faculty of Business - Papers (Archive)

Purpose - This study aims to identify the dimensions of business student satisfaction in the Malaysian private higher educational environment and evaluate the infuence that demographic factors have on satisfaction.

Design/methodology/approach - A questionnaire was developed and distributed to 1,200 undergraduate business students at four private higher educational (PHE) institutions in Malaysia. Exploratory factor analysis was used to identify the underlying dimensions that drive student satisfaction. ANOVA and t-tests were conducted to evaluate the influence that demographic factors have on the results.

Findings - Factor analysis resulted in the adoption of a 12-factor solution from an original set of …

Examining The Relationship Between Trust, Credibility, Satisfaction, And Loyalty Among Online Donors, Belinda Gail Roberson

Walden Dissertations and Doctoral Studies

Despite more than $769 million in charitable gifts in 2013, U.S. nonprofit organizations lost $735 million in lapsed and reduced gifts. Donor attrition is a problem for most charitable organizations, and many are using the Internet to cultivate donors. Online communication has become an important part of fundraising for many charitable organizations. The online communication factors in the current study include trust, credibility, and satisfaction. These factors may affect donor loyalty. Donor loyalty may increase or decrease donor attrition. Reducing donor attrition is important to anyone who plays a role in the success of a nonprofit organization. The purpose of …

The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, And Revenue, Robert Lee Simmons

Walden Dissertations and Doctoral Studies

Given that analysts expect companies to invest $22 billion in Customer Relationship Management (CRM) systems by 2017, it is critical that leaders understand the impact of CRM on their bottom line. The purpose of this correlational study was to investigate potential relationships between the independent variables of customer satisfaction and CRM utilization on the dependent variable of business revenue. The service-profit chain formed the theoretical framework for this study. The study population included 203 service branches for an industrial equipment manufacturer in North America. The service director for the subject organization provided the data for the study via data extracts …