Perceived service quality’s effect on patient satisfaction and behavioural compliance

2015 ◽  
Vol 28 (3) ◽  
pp. 300-314 ◽  
Author(s):  
Bahari Mohamed ◽  
Noor Azlinna Azizan
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Quality Model ◽  
Cross Sectional ◽  
Content Type ◽  
Analysis And Design

Purpose – The purpose of this paper is to advance healthcare service quality research using hierarchical component models. Design/methodology/approach – This study used a quantitative approach with cross-sectional design as a survey method, combining cluster and convenience sampling and partial least square structural equation modelling (PLS-SEM) to validate the research model and test the hypotheses. Findings – The study extends health service quality literature by showing that: patient satisfaction (PS) is dominant, significant and indirect determinant of behavioural compliance (BC); perceived service quality has the strongest effect on BC via PS. Research limitations/implications – Only one hospital was evaluated. Practical implications – The study provides managers with a service quality model for conducting integrated service delivery systems analysis and design. Originality/value – Overall, the study makes a significant contribution to healthcare organizations, better health outcomes for patients and better quality of life for the community.

scholarly journals Evaluating people-related resilience and non-resilience barriers of SMEs’ internationalisation

2019 ◽  
Vol 27 (2) ◽  
pp. 225-240 ◽  
Author(s):  
Mahfuzur Rahman ◽  
John Mendy
Keyword(s):  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Survey Method ◽  
Cultural Issues ◽  
Related Factors ◽  
Cross Sectional ◽  
Content Type ◽  
Resilience Factors

Purpose People-related factors are very significant barriers for the internationalisation of large and small firms. Although the literature has identified a number of steps that SMEs need to take to increase their resilience in international markets, a study that identifies both the resilience and non-resilience barriers for SME internationalisation has not been undertaken in the scientific fields Human Resource Management and International Business. This paper aims to examine resilience and non-resilience barriers faced by SMEs in a developing country. In addition to the resilience literature, they examine non-resilience and combine its characteristics with resilience barriers from the Bangladeshi context. Design/methodology/approach Quantitative data analysis technique is used in this study to identify the impacts of these resilience/non-resilience issues’ internationalisation of SMEs both from micro and macro levels. This study has used primary data collected through the questionnaires from 212 Bangladeshi SMEs. Based on the data, this study has developed and validated partial least square-based structural equation model to assess the impacts of resilience factors on the internationalisation of SMEs with particular attention to entrepreneurial attractiveness. Findings It has successfully framed resilience vs non-resilience barriers of the internationalisation of SMEs as a second-order hierarchical reflective model and found that internationalisation of SMEs is significantly influenced by the resilience factors where language and related socio-cultural issues are marginally more significant. Research limitations/implications A couple of limitations include the following. First, concentrating on resilience and non-resilience serves as a limitation as the authors could have had resilience vs other categories such political, economic, legal and technological barriers. Second, they have mainly used cross-sectional data by using the survey method. This study could have been better served had they also tried to combine the use of qualitative analysis as attempted elsewhere. Practical implications Practically, this study researched in an area which was neglected and under-reported by existing studies. Its exploration showed that it has potential to contribute significantly to the policymakers and implementers, as it comprises SMEs and emerging countries. It has been noted in the literature that these economies and firms are less capable to conduct research independently, as they are resource-constrained. Social implications The results reveal that both resilience- and non-resilience-related barriers are significant to SMEs internationalisation. However, if policymakers were to give priority to any one of these, they should give marginally more priority to resilience-type barriers compared to the non-resilience barriers to internationalisation. Originality/value To date, studies on resilience have concentrated on identifying challenges faced by firms and what types of behaviours are required by individual members so as to enhance survival. However, there are no studies so far on identifying or even modelling both resilience and non-resilience barriers within the context of SMEs internationalisation in developing countries. This study combines resilience and non-resilience factors in a model to find out their contribution especially in the under explored area of non-resilience from a Bangladeshi contextual perspective that seeks to encourage international entrepreneurship.

Customer satisfaction with sommelier services of upscale Chinese restaurants in Hong Kong

2019 ◽  
Vol 31 (4) ◽  
pp. 532-554 ◽  
Author(s):  
Tommy Lau ◽  
Man Lai Cheung ◽  
Guilherme D. Pires ◽  
Carol Chan
Keyword(s):  
Hong Kong ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Impact

Purpose The abolishment of the wine tax in Hong Kong has led to increased wine consumption and increased demand for wine-related professionals, such as sommeliers. Yet the importance of sommeliers’ value-adding performance in the context of upscale Chinese restaurants has not been examined. To address this gap, the SERVQUAL framework is adopted to examine the influence of sommeliers’ service quality (SQ) on customer satisfaction (CS) and loyalty in the context of upscale Chinese restaurants in Hong Kong. Design/methodology/approach The survey method is used to collect data from 302 units of the population of interest, partial least square-structural equation modelling (PLS-SEM) is used to test the links between constructs. Findings Four of the seven dimensions of sommeliers’ service quality, namely, empathy, tangibles, credibility and assurance, have a significant positive impact on customer satisfaction and customer loyalty, whereas the impact of perceived value and responsiveness on customer satisfaction and customer loyalty is positive but only marginally significant. Reliability has a weak and non-significant impact on customer satisfaction and customer loyalty. Research limitations/implications Examining a small number of upscale Chinese restaurants in Hong Kong limits generalisation of the findings to other contexts. Replication of the research in different contexts will enhance generalizability. In terms of implications, the discussion highlights the importance of sommeliers’ service performance on customers’ SQ perceptions SQ, CS and loyalty, all of which are important variables for restaurateurs. Originality/value To the best of the authors’ knowledge, this is the first study of the influence of the quality of sommelier’s SQ on CS and loyalty in upscale Chinese restaurants in Hong Kong. Given the lack of attention to this service role in the literature, the study contributes theory from which further understanding can develop.

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

Between awareness of halal food products and awareness of halal-certified food products

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hardius Usman ◽  
Chairy Chairy ◽  
Nucke Widowati Kusumo Projo
Keyword(s):  
Structural Equation ◽  
Online Survey ◽  
Religious Commitment ◽  
Sampling Technique ◽  
Food Products ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Content Type ◽  
The Difference

Purpose The purpose of this study are: to study the difference between halal awareness and halal certified awareness, and the relationship between the two variables; to study the differences in knowledge about halal and halal certified, as well as their relationship with halal awareness and halal certified awareness; and to build and test research models regarding factors that affect certified halal awareness. Design/methodology/approach The target population is Muslims who live in Indonesia and are 18 years old or more. The self-administered survey method is carried out based on a purposive sampling technique. The authors collect data from 428 Muslim respondents in Indonesia through an online survey. This study applies the partial least square–structural equation model to examine causal relationships and test hypotheses. Findings This study reveals several results: halal awareness is a different concept from halal-certified awareness; knowledge of halal is a different concept from knowledge of halal certificates; awareness is an outcome of knowledge, but knowledge is not an outcome of awareness; halal awareness has a significant effect on halal-certified awareness; knowledge about halal certificates has a significant effect on halal-certified awareness, but knowledge about halal does not have a significant effect; knowledge of halal certificates is not influenced by knowledge of halal and halal awareness; and exposure and religious commitment have a significant role in increasing knowledge and awareness. Originality/value Research that explores the difference between halal awareness and halal certified awareness, and Muslim knowledge about halal and halal certified, especially in the context of halal-certified food, is still very limited in the literature provided, if not unavailable. Furthermore, this study also builds and tests research models regarding the factors that affect certified halal awareness, which is limited or may not have been found in the literature.

From hindrance to challenge

2019 ◽  
Vol 33 (1) ◽  
pp. 191-213 ◽  
Author(s):  
Ying Li ◽  
Ting Pan ◽  
Nan (Andy) Zhang
Keyword(s):  
Structural Equation ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Security Policies ◽  
Job Resources ◽  
Survey Method ◽  
Psychological Resources ◽  
Content Type ◽  
Hypothetical Scenario

Purpose This paper is to investigate how employees respond to information security policies (ISPs) when they view the policies as a challenge rather than a hindrance to work. Specifically, the authors examine the roles of challenge security demands (i.e. continuity and mandatory) and psychological resources (i.e. personal and job resources) in influencing employees’ ISP non-compliance. Design/methodology/approach Applying a hypothetical scenario-based survey method, the authors tested our proposed model in six typical ISPs violation scenarios. In sum, 347 responses were collected from a global company. The data were analyzed using partial least square-based structural equation model. Findings Findings indicated that continuity and mandatory demands increased employees’ level of perseverance of effort, which, in turn, decreased their ISPs non-compliance intention. In addition, job resources, such as the trust enhancement gained from co-workers and the opportunities for professional development, enhanced the perseverance of effort. Practical implications The findings offer implications to practice by suggesting that organizations should design training programs to persuade employees to understand the ISPs in a positive way. Meanwhile, organizations should encourage employees to invest more personal resources by creating a trusting atmosphere and providing them opportunities to learn security knowledge and skills. Originality/value This study is among the few to empirically explore how employees respond and behave when they view the security policies as challenge stressors. The paper also provides a novel understanding of how psychological resources contribute to buffering ISP non-compliance.

scholarly journals Exploring the role of service quality, atmosphere and food for revisits in restaurants by using a e-mystery guest approach

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Bernhard Fabian Bichler ◽  
Birgit Pikkemaat ◽  
Mike Peters
Keyword(s):  
Service Quality ◽  
Food Quality ◽  
Structural Equation ◽  
Tourism Industry ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Content Type ◽  
Revisit Intention

PurposeQuality in foodservices has become essential, and new methodological ways of determining service quality enable a better representation of service processes and help to increase revisits. This paper focuses on the foodservice context and explores the relationship between staff-related service dimensions, atmosphere, food quality and revisit in a full-service setting.Design/methodology/approachThis study combines an often neglected mystery guest approach with partial least square–structural equation modeling (PLS-SEM) to shed more light on customers' service perceptions. The mystery guest approach has been updated with a digitally supported smartphone questionnaire (e-mystery) that provides more reliable results since previous measurements experienced difficulties of feasibility in time-limited settings (N = 247).FindingsThe findings of this study confirm the direct effects of the service quality dimensions reliability, attentiveness and atmosphere on revisit intention and highlight the mediating role of food quality. In detail, the findings showed significant results for service employees' reliability and attentiveness and underlined the role of atmosphere for revisit intention.Originality/valueThe contribution of this paper supplements that mystery guest approaches represent a reliable alternative to convenience sampling, especially in combination with a digitally supported questionnaire (e-mystery). Thereby, this paper suggests the further application of e-mystery for the hospitality and tourism industry. In terms of implications, this study highlights the importance of securing food quality by fostering specialized schools and training programs for career starters. Since the findings stress the importance of service quality and atmosphere, managers need to ensure that employees are trained in culturally sensitive communication and services to excel in service-related dimensions.

The internationalization of small to medium-sized enterprises: do all levels in international networking matter?

2020 ◽  
Vol 27 (5) ◽  
pp. 817-837
Author(s):  
Godwin Mwesigye Ahimbisibwe ◽  
Joseph Mpeera Ntayi ◽  
Muhammed Ngoma ◽  
Geoffrey Bakunda ◽  
Levi Bategeka Kabagambe
Keyword(s):  
Developing Countries ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Network Integration ◽  
Cross Sectional ◽  
Content Type ◽  
Correlational Research ◽  
Integration Levels ◽  
Network Extension

PurposeThe purpose of this study was to investigate whether each level in international networking (network extension, network penetration and network integration) matters in the internationalization of small to medium-sized enterprises (SMEs).Design/methodology/approachThe study adopted a cross-sectional and correlational research design. The data were collected through a questionnaire survey of 206 exporting SMEs in Uganda. The study employed a structural equation modelling (SEM) technique using partial least square (PLS) to test the hypothesis.FindingsThe findings revealed that network extension and network integration do matter in SMEs’ internationalization, while network penetration does not.Practical implicationsSMEs in developing countries need to concentrate on network extension and network integration levels to successfully internationalize their operations.Originality/valueThe study provides initial evidence on whether network extension, network penetration and network integration matter in SMEs’ internationalization in developing countries like Uganda.

A new insight into alumni satisfaction model for Islamic higher education institutions (IHEI)

2018 ◽  
Vol 41 (12) ◽  
pp. 1411-1437 ◽  
Author(s):  
Abdur Rafik ◽  
Anjar Priyono
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Structural Equation ◽  
Higher Education Institutions ◽  
Equation Model ◽  
Partial Least Square ◽  
Least Square ◽  
Matrix Analysis ◽  
Content Type ◽  
Satisfaction Model

Purpose The purpose of this study is to explore and decompose a satisfaction model using alumni’s perspective for Islamic-based higher education institutions (IHEI) with the antecedent of perceived quality and value and the consequence of loyalty. Design/methodology/approach A study was used, using 44-item, a ten-point Likert-scale questionnaire administered to 360 alumni from various classes started from the 1970s till 2000s. Theoretical-based, national qualification framework of Indonesian higher education and management-based considerations were involved in developing a survey. Data were analyzed using partial least square-structural equation model and decomposed into strategic management map using importance-performance matrix analysis. Findings The most important determinants of alumni satisfaction and loyalty in IHEI is the IHEI’s ability to develop career capability through enriching knowledge. Moreover, the presence of good environment and Islamic value embodiment supporting learning programs on campus is the most significant trigger for the knowledge development. Research limitations/implications The results were generated from a specific department. Additional studies are needed to test if the results are not department (institution)-specific. Practical implications This study provides strategic directions for management to improve the critical aspects of the system by providing the inputs to the extent to which the service quality delivered may contribute to end-customers’ satisfaction. Originality/value It contributes to the literature on satisfaction and service quality issues by incorporating ideological aspect, by investigating the feasible model of customer satisfaction in the perspective of alumni for IHEI.

scholarly journals ENVIRONMENTALLY SPECIFIC SERVANT LEADERSHIP AND EMPLOYEES’ PROENVIRONMENTAL BEHAVIOUR IN HOSPITALITY FIRMS IN SOUTH AFRICA

2021 ◽  
Vol 37 (3) ◽  
pp. 943-950
Author(s):  
Olawale FATOKI ◽  
Keyword(s):  
Servant Leadership ◽  
Structural Equation ◽  
Quantitative Research ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Survey Method ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Hospitality Firms

Leaders can influence the prosocial behaviour of employees through their behaviour and action. The study investigated the effect of environmentally specific servant leadership (ESSL) on employees’ voluntary pro-environmental behaviour (PEB) in hospitality firms. In addition, the study examined the mediating role of harmonious environmental passion (HEP) in the relationship between ESSL and PEB. The study adopted the quantitative research design and the cross-sectional survey method was adopted for data collection. The Partial Least Square Structural Equation Modelling (PLS SEM) with Smart-PLS 3.2.8 software was used for data analysis. The results indicated a significant positive relationship between ESSL and employees’ PEB. The mediating effect of HEP is significant. Theoretical, empirical and managerial implications are discussed.

Psychological empowerment and individual performance: the mediating effect of intrapreneurial behaviour

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mahmoud Ahmad Mahmoud ◽  
Shuhymee Ahmad ◽  
Donny Abdul Latief Poespowidjojo
Keyword(s):  
Structural Equation ◽  
Psychological Empowerment ◽  
Individual Performance ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Survey Method ◽  
Empowerment Theory ◽  
Content Type ◽  
Operations Managers

PurposeThe purpose of this study is to extend the existing literature on the relationship between psychological empowerment and individual performance (IP) through the mediating role of intrapreneurial behaviour (IB). Therefore, the empowerment theory (ET) and psychological entrepreneurship theory (PET) were integrated to nurture the IP of medium enterprises (MEs) production/operations managers by analyzing the mediating influence of IB on the psychological empowerment–IP relationship.Design/methodology/approachSurvey method was engaged by means of self-administered questionnaire. Data were collected from a sample of 355 MEs production/operations managers and analysed with partial least square (PLS) structural equation modelling (SEM).FindingsAccording to the results, Psychological empowerment (PE) has a significant direct relationship with both IB and IP. Equally, IB has a positive significant impact on IP. Moreover, the mediating influence of IB on the psychological empowerment–IP relationship was established.Practical implicationsThe result implies that MEs can stimulate the IP of production/operations managers by encouraging IB through psychological empowerment–IP relationship. Therefore, the psychological empowerment–IP relationship will manifest better when IB is invigorated among production/operations managers.Originality/valueTo the best of the authors’ knowledge, this paper is the first to examine the mediating influence of IB on the psychological empowerment–IP relationship, which revealed a significant contribution to both entrepreneurship and organizational behaviour literature. The IB literature is relatively lacking, particularly among developing countries and in particular Nigeria.

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