The use of fitness centre apps and its relation to customer satisfaction: a UTAUT2 perspective

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Helena Ferreira Barbosa ◽  
Jerónimo García-Fernández ◽  
Vera Pedragosa ◽  
Gabriel Cepeda-Carrion
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Intention To Use ◽  
Content Type ◽  
Behavioural Intentions ◽  
Performance Expectancy ◽  
Use Of Technology

PurposeThe purpose of this paper is to analyse the intention of using fitness app made available by the fitness centre to its members and their relationship with overall customer satisfaction.Design/methodology/approachThe present study uses the extended unified theory of acceptance and use of technology (UTAUT2) as the base model. All the hypothesised relationships were tested through partial least square structural equation modelling (PLS-SEM), in a quantitative study with data from 1,676 fitness consumers from Portugal.FindingsThe results support the ability of UTAUT2 in predicting the customer´s intention to use the fitness app. Performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation and habit have a positive impact on behavioural intentions to use the fitness app. Performance expectancy and habit have the strongest relationships. Behavioural intentions are positively related both to the usage behaviour of the fitness app and to overall customer satisfaction.Practical implicationsThe results of this study present a strong contribution for fitness centre managers, since it highlights the importance of using these apps as a way to increase customer satisfaction, increasing retention levels.Originality/valueThis study is paramount as regards to examine the behavioural intention to use the fitness apps that the fitness centres make available to their members using UTAUT2 model.

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.

Modeling the Factors that Influence Ghanaian Entrepreneurs to Adopt e-Commerce

2021 ◽  
Vol 18 (06) ◽  
Author(s):  
Frederick Pobee
Keyword(s):  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Unified Theory ◽  
Cross Sectional ◽  
Performance Expectancy ◽  
Use Of Technology ◽  
Effort Expectancy ◽  
Facilitating Conditions

This study investigated the factors that influence Ghanaian entrepreneurs to adopt e-commerce. Cross-sectional data was gathered from 520 entrepreneurs in the most populous and industrious regions in Ghana. The unified theory of acceptance and use of technology (UTAUT) was employed to effectively understand the unexplored phenomenon of e-commerce adoption among Ghanaian entrepreneurs. Partial Least Square-Structural Equation Modeling (PLS-SEM) was used to test the hypothesized relationships. The findings indicate that performance expectancy, effort expectancy, and social influence (SI) positively and significantly influenced the behavioral intention (BI) to adopt e-commerce. Facilitating conditions (FC) and BI had a significant positive relationship with the adoption of e-commerce.

Antecedents of switching intention in the mobile telecommunications industry

2018 ◽  
Vol 30 (4) ◽  
pp. 1087-1111 ◽  
Author(s):  
Farzana Quoquab ◽  
Jihad Mohammad ◽  
Norjaya Md Yasin ◽  
Nor Liza Abdullah
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Telecommunications Industry ◽  
Switching Cost ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Loyalty Programs ◽  
Content Type

Purpose This study sheds some light on factors that affect customer switching intention in the Malaysian mobile phone service industry. More particularly, the purpose of this paper is to examine the effect of service quality (SQ), customer satisfaction, switching cost and consumer innovativeness (CI) on service switching intention (SWI); the mediating role of customer satisfaction; and the moderating role of service switching cost on the relationship between CI and SWI. Design/methodology/approach Data were collected using a self-administered questionnaire survey that yielded 535 responses. Using structural equation modelling approach, the partial least square software, version 3 was utilised to test the study hypotheses. Findings Results reveal that customer satisfaction, service switching cost and CI directly affect SWI. However, no significant relationship was found between SQ and SWI. Again, data supported the mediating effect of customer satisfaction as well as the moderating effect of service switching cost. Research limitations/implications It is expected that the findings from this study will enable policymakers, managers and marketers to formulate better strategies and effectively implement loyalty programs, preventing their customers from switching. Originality/value This study contributes to the existing literature by testing switching costs as the quasi moderator. Moreover, this is a pioneer study to consider CI as the antecedent of SWI.

scholarly journals TOWARDS AN UNDERSTANDING OF EMPLOYEES’ INTENTION TO USE ROBOTS

2021 ◽  
Author(s):  
Monizaihasra Mohamed ◽  
◽  
N Alia Fahada W Ab Rahman ◽  
Farizah Sulong ◽  
◽  
...  
Keyword(s):  
Social Influence ◽  
Fast Food ◽  
Online Survey ◽  
Partial Least Square ◽  
Least Square ◽  
Intention To Use ◽  
Fast Food Industry ◽  
Moderation Effect ◽  
Performance Expectancy ◽  
Use Of Technology

The goal of this study is to investigate the underlying factors that influence an employees’ decision to use robots at work. The Unified Theory of Acceptance and Use of Technology (UTAUT) was used in this study. This theory assumes that people’s actual behaviour and willingness to utilise technology is influenced by four underlying elements, namely performance expectancy (PE), effort expectancy (EE), social influence (SI) and facilitating conditions (FC). Based on this assumption, the specific objective of this study is to investigate the relationship between these factors and a fast-food restaurants employees’ intent to use robots at work. The role of gender as a moderator in each of these interactions was also considered in this study. Based on data acquired from an online survey, the stated hypotheses were tested using the Partial Least Square (PLS) approach. The findings revealed that performance expectancy and social influence enhances an employees’ intention to use robots at work. It also showed that there was no moderation effect in the proposed model. This study presents empirical facts and direction to managers in the fast-food industry in Malaysia, researchers and practitioners regarding the adoption of robots or technology-based services at work. Theoretical advances as well as prospective research directions are also explored.

scholarly journals Organizational changes, trust and information sharing: an empirical study

2019 ◽  
Vol 71 (5) ◽  
pp. 677-692
Author(s):  
Farhan Ahmad ◽  
Isto Huvila
Keyword(s):  
Information Sharing ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Organizational Changes ◽  
Multinational Organization ◽  
Content Type ◽  
The Impact

Purpose While there is relatively plenty of evidence for the positive impact of communication on the perceptions of organizational change, how organizational changes affect information sharing is relatively unknown. The purpose of this paper is to investigate if a favorable perception of ongoing organizational changes has a positive impact on information sharing and whether trust mediates this relationship. Design/methodology/approach A questionnaire (n=317) was administered to the employees of a large Finnish multinational organization. Partial least square structural equation modeling was used to test the hypotheses based on earlier research findings. Findings The results show that a positive perception of recent organizational changes improves information sharing both directly and indirectly, mediated by trust. Consequently, when changes are perceived negatively, employees recoil from information sharing which is known to have negative implications for organizations. Research limitations/implications Data were collected in a single organization. The nature of the specific changes in the studied organization and its particularities undoubtedly had an effect on respondents’ perceptions. Originality/value This paper contributes to organizational information management research by elaborating on the relationship between organizational changes and interpersonal information sharing between employees. To the authors’ knowledge, this is the first quantitative study confirming the impact of the perception of organizational changes on employee information-sharing behavior.

A hotel stay for a respite from work? Examining recovery experience, rumination and well-being among hotel and bed-and-breakfast guests

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Chun-Chu Chen ◽  
Jiyoon (Jennifer) Han ◽  
Yao-Chin Wang
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Group Analysis ◽  
Well Being ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Full Time ◽  
Content Type ◽  
Work Related

Purpose This paper aims to examine the relationship among guests’ lodging recovery experience, work-related rumination, guest satisfaction and well-being, within the context of hotels and bed and breakfasts (B&Bs). Design/methodology/approach The sample included 823 Taiwanese full-time workers. The proposed relationships were tested using partial least square structural equation modeling, and the moderating effects of accommodation types were tested using multi-group analysis. Findings The research findings indicate that staying at a hotel or B&B provides a respite from work and reduces negative, repetitive thoughts about work issues (work-related rumination). These recovery effects then contribute to customer satisfaction and hedonic and eudaimonic well-being. Practical implications The findings indicate that practitioners need to develop products that could reduce customers’ negative emotional attachments to work and enhance the well-being of customers in a stressful society, which could ultimately contribute to promoting the public health of full-time workers. Originality/value To the best of the authors’ knowledge, this study is the first to examine the stress-recovery aspect of lodging experiences and their impacts on customer satisfaction and well-being. Further insights are demonstrated with the inclusion of work-related rumination.

Integrating UTAUT and UGT to explain behavioural intention to use M-learning

2018 ◽  
Vol 20 (3) ◽  
pp. 278-297 ◽  
Author(s):  
Nattaporn Thongsri ◽  
Liang Shen ◽  
Yukun Bao ◽  
Ibraheem Mubarak Alharbi
Keyword(s):  
Developing Countries ◽  
Mobile Learning ◽  
Structural Equation ◽  
Quantitative Research ◽  
Intention To Use ◽  
Content Type ◽  
Performance Expectancy ◽  
Use Of Technology ◽  
Statistical Analysis Technique ◽  
Effective Development

Purpose The purpose of this study was to investigate factors that influence the intention to use mobile learning (m-learning) by learners in developing countries such as Thailand. This study integrated two theories; namely, the unified theory of acceptance and use of technology (UTAUT), which focuses on technology, and uses and gratifications theory (UGT), which involves studying learners’ motivation. Design/methodology/approach Applying a quantitative research method, this study conducted a survey of 359 undergraduates. The partial least squares methods and a statistical analysis technique based on the structural equation modelling (SEM), were used to analyse the data. Findings The results revealed that the performance expectancy, cognitive need, affective need and social need had significant effect on intention to use m-learning. Furthermore, this study found a significant effect of the cognitive need on the performance expectancy and social need on effort expectancy. Practical implications This research model has provided guidelines for the effective development of educational applications for use on mobile devices. The findings can be applied as guidelines for public organizations to develop educational strategies to further encourage the development of online learning. Originality/value This research closed a gap of understanding from previous studies by integrating UTAUT and UGT. The method derived from the theoretically integrated model could be applied to study the intentions for the implementation the mobile learning application from the context of developing countries such as Thailand.

The System Quality and Customer Satisfaction with Website Quality as Mediator in Online Purchasing: A Developing Country Perspectives

2021 ◽  
pp. 2516600X2199194
Author(s):  
Anil Kumar ◽  
Suman Lata
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Future Research ◽  
System Quality ◽  
Website Quality ◽  
The Impact

The present era sees an increasing trend of online purchasing all over the globe, and India is no more an exception. India is likely to become the hub for online market because it is second in terms of population in the world. The study is an effort to understand whether system quality really matters for customer satisfaction, particularly in developing countries, and the website quality works as a mediator or not. The study proposes the theoretical framework of the impact of system quality on customer satisfaction after a rigor literature review. With the help of purposive sampling, data were collected and model tested using partial least square structural equation modeling (PLS-SEM). The results show that system quality and website quality have a direct and positive impact on customer satisfaction and website quality partially mediated. Based on these empirical findings, managerial implications, limitations, and recommendations for further future research are given in the study.

scholarly journals A framework for measuring customer loyalty for 3PL industry: a case of evolving market

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Waqar Ahmed ◽  
Arsalan Najmi ◽  
Simonov Kusi-Sarpong ◽  
Sharfuddin Ahmed Khan ◽  
Asad Khushal ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Customer Orientation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Content Type

PurposeThis research aims to propose a framework for measuring customer loyalty for third party logistics (3PL) industry by exploring the attributes that are more attractive to customers and ascertain the mechanisms for increasing customer loyalty in 3PL industry.Design/methodology/approachData were collected from one hundred and thirty-three (133) respondents who were employees of different industries that outsource 3PL services. The partial least square structural equation modeling (PLS–SEM) was deployed for analysis.FindingsThe results showed that service quality has a significant positive impact on customer orientation, customer satisfaction and relationship quality. On the other hand, customer orientation has been observed to positively impact customer satisfaction but an insignificant impact on customer loyalty and relationship quality. Customer satisfaction has a significant positive impact on relationship quality but an insignificant impact on customer loyalty. Also, relationship quality has a significant positive impact on customer loyalty.Practical implicationsThe results recommend that 3PL companies' managers focus more on developing quality relationships with their customers, delivering exemplary service quality and offering customer orientation.Originality/valueThis study will help the stakeholders gain much more understanding and insights on how competitive advantage can be achieved and, consequently, help 3PL become the market leaders.

scholarly journals Pengembangan Niat Adopsi Mobile Wallet: Integrasi Model UTAUT2 dengan Social Connectedness dan Culture

2021 ◽  
Vol 10 (2) ◽  
pp. 145-160
Author(s):  
Felick Kurnia
Keyword(s):  
Structural Equation ◽  
Social Connectedness ◽  
Financial Institution ◽  
Payment System ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Performance Expectancy ◽  
Intention To Adopt ◽  
Use Of Technology

Smartphone technology is rising rapidly around the world. It allows various companies including financial institution to improve services for their customers. Mobile wallet is a cashless payment system that is carried out with a mobile phone. Since 2010, The Central Bank of Indonesia has been encouraging the adoption of cashless payment system, including mobile wallet. Despite the efforts made, the use of cashless payment system in Indonesia is still low. This paper investigates the determinants of customers’ intention to adopt mobile wallet using the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) Model. It offers theoretical contributions by extending UTAUT2 with social connectedness and culture. Empirical data from 139 Indonesian customers were used to test the proposed model using partial least square structural equation modeling. It was found that performance expectancy, hedonic motivation, price value, and habits significantly influence customers’ intention to adopt mobile wallet. This study also found that social connectedness significantly affects performance expectancy and effort expectancy. The findings of this study would also be beneficial for mobile wallet providers to develop effective strategies to increase the use of mobile wallet in Indonesia.

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