Relationship marketing and customer satisfaction in the Ghanaian hospitality industry

2019 ◽  
Vol 2 (4) ◽  
pp. 326-340 ◽  
Author(s):  
George Kofi Amoako ◽  
Emmanuel Kotey Neequaye ◽  
Solomon G. Kutu-Adu ◽  
Livingstone Divine Caesar ◽  
Kwame Simpe Ofori
Keyword(s):  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Business Practices ◽  
Content Type ◽  
Equation Modelling ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to investigate how relationship marketing practice can lead to customer satisfaction in the current practices in the hotel industry in Ghana. Globally, the hospitality industry ranks as one of the most competitive business sectors with competing organisations relying on a cocktail of strategies such as relationship marketing to stay relevant, and attract and retain customers. This paper examines how relationship marketing impacts on trust, commitment and satisfaction for customers in the Ghanaian hospitality industry. Design/methodology/approach A positivist methodological framework was used for the collection of data, analysis and theoretical development in this research. The data collection questionnaire was administered to 167 guests of a 3-star hotel in the Accra Metropolis. Structural equation modelling was used to ascertain the significance of the relationship that exists between trust, commitment and customer satisfaction with respect to the relationship marketing practices of hoteliers in Ghana. Findings Study findings provide insight into the processes and practices of relationship marketing that is based on trust and commitment. The findings show a positive and significant relationship between trust, commitment and customer satisfaction. The study also revealed that commitment partially mediates the association between trust and customer satisfaction. Research limitations/implications While this study is limited to a single hospitality and tourism company in Ghana, the findings can have far reaching implications for managers in the hospitality industry in Ghana, it provides a vivid illustration of the impact that customer satisfaction can have on the fortunes of business and a genuine desire to develop trust and be committed to the welfare of business clients can lead to higher customer patronage. Practical implications Trust and commitment in the hospitality industry requires innovative business practices that makes the client value all the service experience that he or she may encounter. The findings indicate that customer satisfaction is influenced by trust and commitment in the hospitality industry. Originality/value Value to the authors’ knowledge, the relationship between trust and commitment in relationship marketing and customer satisfaction concepts has not previously been investigated using structural equation modelling analysis within the Ghanaian hospitality industry. This implies that both trust and commitment are necessary to attain customer satisfaction.

The relationship between environmental cost on organisational performance and environmental management system: a structural equation modelling approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nursyazwani Mohd Fuzi ◽  
Nurul Fadly Habidin ◽  
Sabrinah Adam ◽  
Sharon Yong Yee Ong
Keyword(s):  
Environmental Management ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Manufacturing Industry ◽  
Environmental Management System ◽  
Environmental Cost ◽  
Organisational Performance ◽  
Content Type ◽  
Equation Modelling ◽  
The Relationship

Purpose This study aims to examine the relationship between environmental cost (EC) on organisational performance (OPM) through an environmental management system (EMS) as the mediating variable. Design/methodology/approach A total of 2,600 manufacturers were identified and consequently selected as the entire study population. Additionally, this study used the structural equation modelling technique to identify the mediator effects of EMS between EC and OPM. Findings The EC and EMS relationship on OPM produced direct and indirect consequences. Hence, it is concluded that manufacturing industry in Malaysia are focused on the OPM when implementing EC and EMS. Originality/value The model would incorporate EC and EMS implementation on OPM in the Malaysian manufacturing industry. This study could also be advantageous to the industry in improving EC, EMS and OPM.

scholarly journals PENGARUH RELATIONSHIP MARKETING DAN RELATIONSHIP QUALITY TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PRODUK PARFUM MULEGH DI PURWOKERTO

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Ilham Akbar
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Marketing Relationship ◽  
Negative Effect ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The research entitled �The Influence of Relationship Marketing and Relationship Quality Towards Customer Loyalty with Customer Satisfaction as The Intervening Variable on Mulleg Perfume Product in Purwokerto� aims to determine the impact of relationship marketing and relationship quality towards customer satisfaction and customer loyalty and to determine whether customer satisfaction could become the intervening variable. The hypothesis of this research is the relationship marketing has negative effect towards customer satisfaction, the relationship marketing has positive effect towards customer loyalty, the relationship quality has positively effect towards customer satisfaction, the relationship quality has positively effect towards the customer loyalty, and the customer loyalty could be able to mediate the influence of relationship marketing and relationship quality toward customer loyalty.� The analysis method that used on this research is the structural equation modeling.The results show that the relationship marketing has positive and significant effect towards customer satisfaction. It will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards customer satisfaction, so it will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship marketing has positive and significant effect towards customer loyalt. It will increase the customer loyalty of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards the customer loyalty. The Customer Satisfaction has positive and significant effect towards customer loyalty. The customer satisfaction could mediate the influence of relationship marketing towards the customer loyalty on Mulleg Aromatic perfume product in Purwokerto. The customer satisfaction could mediate the influence of relationship quality towards the customer loyalty of Mulleg Aromatic perfume product in Purwokerto.�Keywords : Relationship Marketing , Relationship Quality , Customer Satisfaction and Customer Loyalty�

scholarly journals Integrated model for the stressors, stress, stress-coping behaviour of construction project managers in the UK

2018 ◽  
Vol 11 (3) ◽  
pp. 761-782 ◽  
Author(s):  
Shamil George Naoum ◽  
Carlos Herrero ◽  
Charles Egbu ◽  
Daniel Fong
Keyword(s):  
Construction Industry ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Construction Project ◽  
Project Managers ◽  
Stress Coping ◽  
Content Type ◽  
Equation Modelling ◽  
And Performance ◽  
The Impact

Purpose It is axiomatic that construction is a fast-paced and competitive industry, which goes hand in hand with many construction professionals suffering from stress including construction project managers (C-PMs). The role of C-PMs is crucial to achieving project success as they are responsible for planning the project, organising human resources, controlling operations and the budget, and forecasting probable difficulties. The purpose of this paper is to investigate the causal relationships between stressors, stresses, stress-coping behaviours and their impact on the performance of C-PMs. Design/methodology/approach To investigate the relationships between stress and performance among C-PMs, a questionnaire was designed based on the extensive literature, and was sent to 150 C-PMs who had amassed at least five years’ direct working experience in the construction industry. A total of 44 completed questionnaires were returned. Correlation analysis and structural equation modelling were employed to understand the integrated relationships between these factors. Based on the data collected and analysis of the results, an integrated structural equation model of the stresses and performances of C-PMs was developed using AMOS version 22.0. Findings The results of structural equation modelling reveal the following: burnout is the type of stress that has the highest impact on the performance of C-PMs, being detrimental to their interpersonal performance (IPP) and positive for their organisational performance (OP), whereas physiological stress worsens the task performance of C-PMs and objective stress improves their IPP. The most active stressor towards the performance of C-PMs is “workgroup cooperation”, which has an impact on the IPP in a positive way but is detrimental to the OP. Career-developing environment, poor organisational structure and role conflict affect both stress and performance together. Originality/value This study provides a comprehensive investigation into the impact of various types of stress on the performances of C-PMs. The result constitutes a significant step towards the stress management of C-PMs in the dynamic and stressful construction industry.

scholarly journals Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company

2019 ◽  
Vol 5 (2) ◽  
Author(s):  
Tak Jie Chan ◽  
Mei Ling Goh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Least Squares ◽  
Future Study ◽  
Significant Relationship ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Survey Method ◽  
Equation Modelling ◽  
The Relationship

The study aims to investigate the relationship between service quality and customer satisfaction in a retail clothing company. The study utilized the SERVQUAL model to guide the study. Purposive sampling was applied in the study where quantitative (survey) method was employed with generating 140 valid responses. The data were then analyzed using Partial Least Squares Structural Equation Modelling through Smart-PLS 3.0. The results revealed that three (3) dimension of SERVQUAL (tangibles, empathy, and responsiveness) has a positive and significant relationship with customers. However, reliability and assurance yielded negative with customer satisfaction. In addition, out of the five determinants of SERVQUAL, assurance was found not significant to customer satisfaction. Conclusion, implications, and suggestions for future study are also discussed.

scholarly journals The impact of Covid-19 on E-business practices and consumer buying behavior in a developing country

2021 ◽  
Vol 10 (38) ◽  
pp. 97-112
Author(s):  
Fakhr E Alam Afridi ◽  
Shahid Jan ◽  
Bushra Ayaz ◽  
Muhammad Irfan
Keyword(s):  
Consumer Behavior ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Developing Economies ◽  
Business Practices ◽  
Buying Behavior ◽  
Equation Modelling ◽  
The Impact ◽  
Modelling Approach ◽  
Consumer Buying Behavior

Online trade has shown a sharp increase since the outbreak of pandemic Coronavirus. The COVID-19 has affected almost all financial and business activities around the world, even in Pakistan. It has changed the way consumers used to shop before the pandemic outbreak. Many companies until recently have developed and created their online stores and making up the most of their sales using internet channel. Consumer have no other choice but shop from home. In this research study, we discuss the impact of COVID-19 on e-business practices and consumer behavior in Pakistan. The theory of acceptance model has been applied where consumer behavior, e-business, and COVID-19, and posted as a key construct of the proposed research model. Structural Equation Modelling approach has been used to examine the interrelationship of variables of research. We applied two-step recommended Structural Equation Modelling approach, first, validate the constructs by using Confirmatory Factor Analysis, and then conducted Structural Equation Modelling path analysis and report the results, which indicated that in the present scenario COVID-19 has significantly impacted both e-businesses and consumer buying behavior in the context of Pakistan. This research briefly highlights the e-commerce trends and discusses the rapidly growing scope for online businesses and makes several future research suggestions, especially in the context of cultural and other barriers such as digital payment adoption in developing economies. This study limitation is the study sample and context-specific to Pakistan.

Structural equation modelling of the impact of environmental capabilities on competitiveness

2019 ◽  
Vol 68 (1) ◽  
pp. 127-147 ◽  
Author(s):  
Milad Abdelnabi Salem
Keyword(s):  
Structural Equation Modelling ◽  
Environmental Performance ◽  
Structural Equation ◽  
Corporate Environmental Performance ◽  
Mediating Effects ◽  
Environmental Practices ◽  
Content Type ◽  
Industrial Companies ◽  
Equation Modelling ◽  
The Relationship

Purpose The purpose of this paper is to investigate the influence of both environmental practices and corporate environmental performance on competitiveness. It determines the mediating effects of corporate environmental performance on the relationship between environmental practices and competitiveness. Design/methodology/approach This study adopts a cross-sectional survey method. The data were collected from 155 industrial companies from Libya and analysed using structural equation modelling. Findings The results indicate that environmental performance partially mediates the relationship between environmental practices and competitiveness. The mediating effects occur between competitiveness and green conventional practices, organisational practices and stakeholders’ integration. Research limitations/implications The study used a self-reported questionnaire completed by managers in Libyan industrial companies. As such, the survey data might be subject to social desirability. Additionally, the results of the study may be generalised only to a similar environment and stage of development. Practical implications The results can help companies better understand how to improve their current resources base by building incremental capabilities, which, in turn, protect the surrounding environment and enhance their competitiveness. Originality/value This study is the first to have considered the issue of incremental capabilities in the environmental domain, which can contribute significantly to better understanding the role of incremental capabilities in improving the competitiveness of companies. Additionally, it provides empirical evidence on the state-of-art of environmental practices and their consequences in less-developed countries which are characterised by scarcity of research.

scholarly journals The impact of innovativeness on supply chain performance: is supply chain integration a missing link?

2014 ◽  
Vol 19 (5/6) ◽  
pp. 733-746 ◽  
Author(s):  
Young-Joon Seo ◽  
John Dinwoodie ◽  
Dong-Wook Kwak
Keyword(s):  
Supply Chain ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Supply Chain Integration ◽  
Supply Chain Performance ◽  
Content Type ◽  
Mediating Role ◽  
Equation Modelling ◽  
The Impact

Purpose – This purpose of this paper is to study the impact of innovativeness on supply chain integration (SCI) and supply chain performance (SCP) and the role of SCI in mediating between innovativeness in the supply chain and SCP. Innovativeness is an accepted driver to leverage firm performance. SCI and SCP require innovativeness in the supply chain, but their interrelationships have rarely been researched empirically. Design/methodology/approach – A questionnaire survey and structural equation modelling were used in this work. After a structural and measurement model was devised from existing supply chain literature, the main data were collected in a web-based questionnaire survey of South Korean manufacturers. Structural equation modelling was applied to test proposed hypotheses on the associations between variables, following a hierarchical analysis process. Findings – Innovativeness in the supply chain had a positive impact on both SCI and SCP. However, the direct impact of innovativeness on SCP disappeared when the model included SCI as a mediator. In specific, internal and supplier integration fully mediated innovativeness–SCP relationships, whereas customer integration had no mediating role on those relationships. The findings suggest that innovativeness can influence SCP only when the manufacturer’s level of SCI is sufficiently effective in developing necessary supply chain practices. Research limitations/implications – In this work, innovativeness in the supply chain effectively influenced SCP through the mediation of SCI. However, cross-sectional analysis in one nation using one response per organisation invites validation embracing other geographical areas and longitudinal studies. Practical implications – Design of an innovative culture within a firm and along a supply chain can enhance SCI practices by stimulating innovativeness. A high level of SCI should be pursued to effectively transform innovativeness into performance. Originality/value – This work seminally examines the effect of innovativeness in the supply chain on SCI and SCP as well as the mediating role of SCI in the relationships between innovativeness and SCP.

scholarly journals Brand Loyalty at Chain Hotel in Denpasar

2018 ◽  
pp. 1
Author(s):  
I Made Bayu Wisnawa
Keyword(s):  
Customer Satisfaction ◽  
Brand Loyalty ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modelling ◽  
Research Problems ◽  
The Relationship ◽  
Self Administered Questionnaire

Purposes of this research are: (i) to find out the influence of brand image toward customer satisfaction (ii) to find out the influence of customer satisfaction toward brand loyalty (iii) to find out the influence of brand image toward brand loyalty and (iv) to find out the role of customer satisfaction as a mediating variable between brand image and brand loyalty. Structural Equation Modelling (SEM) was developed to answer the research problems. The number of respondent was 150 which was collected through offline and online self-administered questionnaire. There were 13 indicators used to measure each construct. The results show that (i) brand image positively and significanly influence customer satisfaction, (ii) customer satisfaction positively and significantly influenced brand loyalty, (iii) brand image did not influence brand loyalty, and (iv) customer satisfaction did not mediate the relationship between brand image toward brand loyalty. Keywords : brand image, customer satisfaction, brand loyalty

Factors affecting European tourists’ satisfaction in Nha Trang city: perceptions of destination quality

2017 ◽  
Vol 3 (4) ◽  
pp. 350-362 ◽  
Author(s):  
Cong Chi Le ◽  
Dam Xuan Dong
Keyword(s):  
Structural Equation Modelling ◽  
Structural Equation ◽  
Reliability And Validity ◽  
Content Type ◽  
Future Studies ◽  
Tourist Satisfaction ◽  
Equation Modelling ◽  
Research Findings ◽  
The Relationship ◽  
The City

Purpose The purpose of this paper is to provide a deeper understanding of the different factors of destination quality in explaining European tourist satisfaction in Nha Trang city, which has one of the 29 most beautiful bays in the world and more than one million international tourists per year. The authors will also make some recommendations to attract more European visitors to Nha Trang and to increase satisfaction, as measured by their intention to return in the future. Design/methodology/approach A sample of 356 European visitors participated in this study. A structural equation modelling was applied in order to test the relationship between the constructs, and to evaluate their reliability and validity. Findings The results indicate satisfactory reliability and validity of the constructs and support the five hypotheses within a structural equation modelling. The findings highlight the importance of incorporating the roles of different factors in explaining tourists’ satisfaction. Specially, in some previous studies, the composition of the destination quality such as accommodation, food services, the retail and souvenir shops and destination attractions has a great impact on domestic tourist’s satisfaction. While the study found that the biggest factor affecting European tourist’s satisfaction was the friendliness and hospitality of the local people in Nha Trang city. Research limitations/implications Future studies should test the difference in satisfaction with the quality of destinations of European tourists to Nha Trang city. Research sample surveys should be collected in order to the magnitude and priority of key European tourist markets such as Russia, England, France, Spain and Germany. In addition, future studies should include more representative samples in other cities and include both domestic and international visitors. The proposed model intends to combine some components of tourism behaviour dimensions (value, involvement, knowledge, ambivalence, certainty, preference, trust, etc.) to test the satisfaction and destination intentional loyalty within this multidimensional perspective in a tourist destination context. The study has not considered the relationship between the increase of Russian tourists to the Nha Trang city in recent years and the decline of the European tourists (England, France, Spain, and so on). Thus, future studies should extend the model to have a more comprehensive picture about the cultural differences and cultural conflict in explaining the loyalty destination of European tourists. Practical implications Based on the research findings, the paper strongly recommends the city government to build an image of Nha Trang with friendly and hospitable people. Schools, tourism companies, and local authorities should pay attention to education and training to raise public awareness for tourism development and respect for tourists. The local government needs to develop activities to help the city residents become the typical citizen in the eyes of European tourists, contributing to the sustainable development of tourism in the city. Originality/value This study explores and tests the different factors of destination quality in explaining European tourists’ satisfaction. The research findings confirm that different dimensions of perceived destination quality are important variables to explain European tourist satisfaction.

scholarly journals PENGARUH CELEBRITY ENDORSER’S CREDIBILITY TERHADAP SELF-BRAND CONNECTION DAN BRAND EVALUATION

2018 ◽  
Vol 19 (2) ◽  
pp. 271-284
Author(s):  
PEBI PALENTINA ◽  
KLEMENS WEDANAJI PRASASTYO
Keyword(s):  
Structural Equation Modelling ◽  
Structural Equation ◽  
Purposive Sampling ◽  
Brand Evaluation ◽  
Equation Modelling ◽  
The Impact ◽  
The Relationship

The purpose of this research is to know the impact of a celebrity endorsement’s credibility on a consumer self-brand connection and brand evaluation. In addition, it is also to testify the moderation on self-brand connection and brand evaluation. The technique uses Structural Equation Modelling along with AMOS 22 and purposive sampling. The results are celebrity endorser’s credibility impacts on self-brand connection and endorser brand fit moderates the relationship between them. However, celebrity endorser’s credibility and self-brand connection doesn’t impact on brand evaluation and there is no moderation between celebrity endorser’s credibility and brand evaluation.

Sign in / Sign up

Export Citation Format

Share Document