scholarly journals Customer behavioural analysis: The impact of internet addiction, interpersonal competencies and service orientation on customers’ online complaint behaviour

2020 ◽  
Vol 10 (2) ◽  
pp. 97-105
Author(s):  
Seonjeong Ally ◽  
Aryn C. Karpinski ◽  
Aviad A. Israeli
Keyword(s):  
Internet Addiction ◽  
Service Orientation ◽  
Behavioural Analysis ◽  
The Impact ◽  
Interpersonal Competencies

ANALISA DAMPAK KEPUASAN PELANGGAN DALAM HUBUNGAN ANTARA ORIENTASI PELAYANAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN SALON MUSLIMAH

2021 ◽  
Vol 8 (3) ◽  
pp. 297
Author(s):  
Ibnu Jauzi ◽  
Ari Prasetyo
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Orientation ◽  
Service Companies ◽  
The Impact ◽  
The Relationship ◽  
Pls Method

ABSTRAKLoyalitas pelanggan merupakan hal yang harus diutamakan perusahaan jasa dalam menjalankan bisnisnya. Tanpa adanya pelanggan yang loyal terhadap perusahaan maka sustainbility perusahaan tersebut akan terancam. Penelitian ini bertujuan untuk meneliti dampak orientasi pelayanan dan kualitas pelayanan terhadap loyalitas pelanggan melalui kepuasan pelanggan pada salon muslimah di Kota Kediri. Apakah dalam mencapai loyalitas pelanggan harus melalui kepuasan pelanggan atau tidak. Penelitian ini menggunakan pendekatan kuantitatif dengan metode SEM PLS. Pengujiannya dilakukan menggunakan aplikasi SmartPLS 3.0 dengan kategori responden yaitu pelanggan yang telah merasakan produk salon muslimah di Kota Kediri. Hasil penelitian menunjukkan adanya efek moderasi kepuasan pelanggan dalam hubungan orientasi dan kualitas pelayanan terhadap loyalitas pelanggan.Hal tersebut mengindikasikan bahwa orientasi dan kualitas pelayanan yang dilakukan oleh salon muslimah di Kota Kediri bisa dikategorikan baik sehingga membuat para pelanggannya menjadi loyal.Kata Kunci: Loyalitas Pelanggan, Orientasi Pelayanan, Kualitas Pelayanan, Kepuasan Pelanggan, Salon Muslimah. ABSTRACTCustomer loyalty is something that must be prioritized by service companies in running their business. Without customers who are loyal to the company, the company's sustainability will be threatened. This study aims to examine the impact of service orientation and service quality on customer loyalty through customer satisfaction at Muslimah salons in Kediri. Whether to achieve customer loyalty must go through customer satisfaction or not. This study uses a quantitative approach with the SEM PLS method. The test was carried out using the SmartPLS 3.0 application with the respondent category, namely customers who have experienced Muslim salon products in Kediri. The results showed that there was a moderating effect of customer satisfaction in the relationship between orientation and service quality on customer loyalty. This indicates that the orientation and quality of service carried out by muslimah salons in Kediri City can be categorized as good so that it makes its customers loyal.Keywords: Customer Loyalty, Service Orientation, Service Quality, Customer Satisfaction, Muslimah Salon.

Interaction of Internet Addiction with FoMO

2022 ◽  
pp. 116-133
Author(s):  
Müge Bekman
Keyword(s):  
Digital Media ◽  
Internet Addiction ◽  
Physical World ◽  
The Other ◽  
The Internet ◽  
Digital Citizenship ◽  
Digital Identity ◽  
Digital Plane ◽  
The Impact ◽  
Day By Day

This study shows that digital media increases internet addiction and FoMO due to the impact of digitalization. As digitalization expands day by day and becomes a platform that can be addressed in its needs such as socialization, people's dependence on the internet is also increasing. Currently, digitalization also uses digital citizenship and digital identity as auxiliary elements. Without digital citizenship and digital identity, the impact of digitalization will also decrease. Digital citizenship and digital identity separate people from the normal and physical world and involve them in the digital plane. In this process, internet addiction is exposed due to the need to socialize, and individuals become even more dependent for socializing reasons. FoMO, on the other hand, is another indicator that addiction is growing. FoMO is increasing digital needs as there is a fear of missing out on the processes that are happening. As a result, internet addiction and FoMO are directly proportional to the increase in digital citizenship and digital identity.

Managerial interpersonal competencies and the performance of family- and non-family-owned small and medium-sized enterprises in Zimbabwe and South Africa

2019 ◽  
Vol 17 ◽  
Author(s):  
Nhamo Mashavira ◽  
Crispen Chipunza ◽  
Dennis Y. Dzansi
Keyword(s):  
Firm Performance ◽  
Critical Role ◽  
Holistic Approach ◽  
Comparative Case Study ◽  
Managerial Competencies ◽  
Managerial Implications ◽  
Value Add ◽  
The Impact ◽  
Interpersonal Competencies

Orientation: Regardless of the contribution done by small and medium-sized enterprises (SMEs) in modern economies, and the critical role managerial interpersonal competencies play in sustaining these enterprises, no known comparative study has been conducted in SMEs in developing economies.Research purpose: This study purposed to establish the impact of managerial interpersonal competencies on SME performance as measured by innovation and return on investment (ROI) in both family-owned SMEs (FOSMEs) and non-family-owned SMEs (NFOSMEs) in Zimbabwe and South Africa.Motivations for the study: Efforts at understanding managerial competencies and firm performance among SMEs have taken a holistic approach, using all known managerial competencies; yet, recently, there is acknowledgement that interpersonal competencies are more effective in business sustainability than other competencies. With this observation, the need to extent this finding in other contexts among FOSMEs and NFOSMEs in developing countries becomes apparent.Research approach/design and method: The study whose design was a descriptive comparative case study adopted a quantitative approach.Main findings: The study found a positive and significant relationship between managerial interpersonal competencies and firm performance as measured by innovation and ROI in FOSMEs in both countries.Practical/managerial implications: NFOSMEs may need to focus their training on interpersonal competencies for managers in order to be sustainable. For FOSMEs, continuous enhancement of managerial interpersonal competencies is important as it promotes innovation and business sustainability.Contribution/value-add: The study helps fill the lacuna between research and practice with respect to managerial interpersonal competencies in FOSMEs and NFOSMEs in the two countries.

The Role of Online Privacy Concern as a Mediator between Internet Self-Efficacy and Online Technical Protection Privacy Behavior

2017 ◽  
Vol 9 (3-2) ◽  
Author(s):  
Wan Ying Lee ◽  
Chee-Seng Tan ◽  
Poh Chua Siah
Keyword(s):  
Internet Addiction ◽  
Self Efficacy ◽  
Demographic Data ◽  
Study Data ◽  
Online Privacy ◽  
Privacy Concern ◽  
Internet Users ◽  
The Government ◽  
Questionnaire Surveys ◽  
The Impact

Online risks may result in unnecessary harm but these risks can be minimized by being online privacy concerned and by taking privacy protective actions. Few studies examined the impact of privacy concern and internet self-efficacy on the online technical protection privacy behavior. Therefore, this research aims to investigate the effect of privacy concern and internet self-efficacy on technical protection. Quantitative and purposive sampling methods were used in this study. Data were gathered via questionnaire surveys from 235 undergraduates from six universities in Malaysia. The questionnaire includes participants’ demographic data, internet addiction test, web user self-efficacy scale, privacy concern, and technical protection scale. Hierarchical multiple regression analyses were conducted to examine the effect of internet self-efficacy and privacy concern on technical protection, while controlling for gender, course type, and internet addiction. Results showed that both privacy concern and internet self-efficacy were significant predictors of technical protection. Moreover, mediation analysis showed that there was an indirect effect of internet self-efficacy on technical protection through privacy concern. The results contribute to literature by revealing how internet self-efficacy and privacy concern increase technical protection. The government and policy makers can design intervention and prevention programs that aim to boost privacy concern and internet self-efficacy, so that internet users are more capable of safeguarding their online privacy.  

scholarly journals “Recalling hidden harms”: autistic experiences of childhood applied behavioural analysis (ABA)

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Owen McGill ◽  
Anna Robinson
Keyword(s):  
Online Questionnaire ◽  
Childhood Experiences ◽  
Content Type ◽  
Face To Face ◽  
Behavioural Analysis ◽  
Autistic Identity ◽  
The Impact ◽  
Detrimental Impact ◽  
Future Practice

Purpose This paper aims to investigate the long-term impacts autistic adults experienced from childhood participation in the applied behavioural analysis (ABA). Design/methodology/approach Possible participants were recruited through advertisements on social media and autism and ABA organisations. Possible participants were given the choice between an online or face-to-face interview or an anonymised online questionnaire. Findings Reflections from 10 participants were indicative of a predominantly detrimental impact of ABA. Reflections gave rise to a core theme “recalling hidden harms of childhood experiences of ABA”. Outcomes are discussed in relation to the impact on autistic identity, current research and progressing understanding of the impacts of early intervention from the autistic perspective. Research limitations/implications The practical implications of ABA are discussed alongside recommendations for future practice and research with the involvement of autistic individuals within interventive processes. Originality/value This is the first paper to take an in-depth, qualitative approach to autistic experiences of ABA. The findings themselves are driven to conceptualise and give voice to the core impacts which carried through participants’ exploration and understanding of self.

Psychologic predictors and epidemiology of internet addiction among university students in greece

2011 ◽  
Vol 26 (S2) ◽  
pp. 40-40 ◽  
Author(s):  
C.C. Frangos ◽  
K.C. Fragkos
Keyword(s):  
University Students ◽  
Internet Addiction ◽  
Binary Logistic Regression ◽  
Self Esteem ◽  
Psychological Characteristics ◽  
Psychological Predictors ◽  
Prevalence Rates ◽  
Males And Females ◽  
Psychological Features ◽  
The Impact

AimTo present the epidemiology and psychological predictors of Internet Addiction (IA) among Greek University students.MethodsThis random sample consisted of 3545 students, drawn from 24 higher education institutions (1618/1927 M/F, mean age 20.12 ± 2.4 years). The survey was conducted in the 4 Greek cities: Athens, Preveza, Thessaloniki and Amfissa.ResultsThe prevalence rates of IA according to Young's Test in the four cities were: Athens (17.5%), Preveza (15.9%), Thessaloniki (19.3%), Amfissa (16.3%). There was a statistically significant association between location and IA (χ2 = 28.251, df = 3, p < 0.001), gender and IA for males and females (p < 0.001). We performed a t-test with the dependent variable S = sum of scores in the psychological features of loneliness, feeling abandoned, disappointed, aimless in life, and with low self-esteem; the grouping variable was IA. Results showed that the variable S was much lower for the non-addicted than for addicted students (t = 19.329, p < 0.005, df = 3085). Binary logistic regression was performed to assess the impact of psychological characteristics on the likelihood that respondents would be Internet Addicted. The model was statistically significant χ2(10, N = 3085) = 316.3, p < 0.001. The model classified correctly 85.1% of the cases. The strongest predictors of IA were the following: Loneliness (OR = 2.15, 95% CI = 1.67-2.71), feeling abandoned (OR = 1.63, 95% CI = 1.2-2.1), low self-esteem (OR = 1.72, 95% CI = 1.4-2.1) and fear of losing their job (OR = 1.36, 95% CI = 1.01-1.7).ConclusionLoneliness, helplessness, low self-esteem and fear of unemployment are the strongest predictors of IA among Greek university students.

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