Transparency policy and students’ satisfaction and trust

2015 ◽  
Vol 9 (3) ◽  
pp. 309-323 ◽  
Author(s):  
Cayetano Medina ◽  
Ramón Rufín
Keyword(s):  
Indirect Effect ◽  
Structural Equation ◽  
Equation Model ◽  
Education Students ◽  
Content Type ◽  
Key Factor ◽  
The Impact ◽  
The Relationship ◽  
Students Satisfaction ◽  
Research Show

Purpose – This paper aims to analyse the effectiveness of the transparency policy carried out by a public university in terms of the impact on students’ satisfaction and trust. The loss of trust suffered by public institutions means that they are trying to identify the existing formulae so that this can be restored, and this includes transparency. In universities, certain changes in their situation mean that the demand for transparency policies is even greater. Design/methodology/approach – To carry out the transparency survey, data were collected using 6,180 valid questionnaires among the degree, postgraduate and continuing education students of the UNED. The statistical behaviour of the constructs included in the model was analysed by developing the structural equation model with SmartPLS. Findings – The results of this research show that transparency does have both a direct effect on trust and an indirect effect that is mediated by satisfaction. This latter indirect effect comes out stronger than the direct one. Thus, satisfaction emerges as a key factor for any research on the relationship between transparency and trust. Originality/value – This paper verifies the impact of the transparency policy on the satisfaction and trust towards a public university’s services.

How CSR influences customer behavioural loyalty in the Chinese hotel industry

2019 ◽  
Vol 32 (1) ◽  
pp. 1-22 ◽  
Author(s):  
Matthew Tingchi Liu ◽  
Yongdan Liu ◽  
Ziying Mo ◽  
Zhidong Zhao ◽  
Zhenghao Zhu
Keyword(s):  
Structural Equation ◽  
Brand Image ◽  
Hotel Industry ◽  
Equation Model ◽  
Chinese Consumers ◽  
Convenience Sample ◽  
Content Type ◽  
Customer Trust ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to focus on how corporate social responsibility (CSR) (i.e. responsibility to customers, employees and society) influences customer behavioural loyalty in the hotel industry. The mediating effects of brand image and customer trust on the relationship between CSR and customer behavioural loyalty are also considered. Design/methodology/approach In total, 298 valid responses to questionnaire surveys were collected from a convenience sample in China in 2017. A structural equation model was used to test the hypotheses. Findings Hotel customer behavioural loyalty can be enhanced by CSR performance. Performance in each of the three CSR domains positively impacted customer behavioural loyalty to different degrees. The impact of CSR on the customer had the strongest influence on Chinese customers’ behavioural loyalty among the three CSR domains of customer, employee and society. Brand image and customer trust were found to be mediators of the relationship between CSR performance and customer behavioural loyalty. Originality/value The current research contributes to the literature by demonstrating that CSR activities are not all equally effective. Results reveal that the society dimension of CSR had the strongest impact on Chinese customers’ brand image of hotels among the three CSR dimensions investigated. In terms of Chinese hotel customers’ trust, the CSR–customer dimension plays the most effective role. The findings also support the notion that Chinese consumers are beginning to use CSR information to evaluate hotels.

The impact of logistics platforms and location on logistics resource integration and operational performance

2019 ◽  
Vol 30 (2) ◽  
pp. 549-568 ◽  
Author(s):  
Gaoyan Lyu ◽  
Lihua Chen ◽  
Baofeng Huo
Keyword(s):  
Structural Equation ◽  
Equation Model ◽  
Operational Performance ◽  
Resource Integration ◽  
Content Type ◽  
Logistics Park ◽  
Relationship Analysis ◽  
The Impact ◽  
The Relationship ◽  
Structured Questionnaire

Purpose The purpose of this paper is to examine the relationship between logistics park platforms, logistics location and operational performance. Relationship analysis helps managers respond to the changes that today’s logistics companies face, which include limited resources and facilities, market uncertainties and financial instabilities. Design/methodology/approach A structured questionnaire is developed based on the resource-based view. Qualitative data collected from 273 companies in China are used in a structural equation model to test the conceptual model. Findings In logistics parks, logistics park platforms and location positively influence companies’ resource integration, which is positively related to operational performance. While logistics park platforms can improve operational performance directly, logistics location cannot. Resource integration is thus a full mediator between logistics location and operational performance, while it is a partial mediator between logistics park platforms and operational performance. Originality/value This study fills a gap in the literature on logistics parks, particularly on the relationships among operational performance, resource integration, logistics park platforms and the location of logistics parks in China. The authors provide guidelines for logistics park managers to organize their resources and develop capabilities for improving the operational performance of companies in logistics parks.

The effect of brand authenticity on consumer–brand relationships

2019 ◽  
Vol 28 (2) ◽  
pp. 231-241 ◽  
Author(s):  
Hyunjoo Oh ◽  
Paulo Henrique Muller Prado ◽  
Jose Carlos Korelo ◽  
Francielle Frizzo
Keyword(s):  
Behavioral Intentions ◽  
Structural Equation ◽  
The Self ◽  
Equation Modeling ◽  
Content Type ◽  
Brand Authenticity ◽  
Key Factor ◽  
The Usa ◽  
The Impact ◽  
The Relationship

Purpose This paper aims to explore the impact of brand authenticity on forming self-reinforcing assets (enticing-the-self, enriching-the-self and enabling-the-self), which subsequently influence the brand-self connectedness and consumers’ behavioral intentions. Design/methodology/approach The authors surveyed 347 consumers in the USA and Brazil and used structural equation modeling to test the relationship among brand authenticity, self-reinforcing assets, brand-self connectedness and behavioral intentions. Findings Brand authenticity was found to influence the self-reinforcing assets. In turn, the self-reinforcing assets promoted closeness toward the brand, thereby increasing the behavioral intentions of consumers to buy a product, visit a store/website in the future and recommend the brand to other people. Practical implications Marketing practitioners can use these results to promote better brand positioning by considering brand authenticity as a key factor in how consumers cognitively assess brands. Originality/value This paper shows that brand authenticity is a key antecedent of consumer–brand self-reinforcing assets.

Motivations of small firms to develop relationships with banks

2015 ◽  
Vol 30 (1) ◽  
pp. 96-104 ◽  
Author(s):  
Daniele Scarpi ◽  
Marco Visentin
Keyword(s):  
Structural Equation ◽  
Small Firms ◽  
Equation Model ◽  
Business Partner ◽  
Content Type ◽  
Individual Level ◽  
Value Perceptions ◽  
The Impact ◽  
The Relationship ◽  
The Empirical Analysis

Purpose – This paper aims to investigate what drives the decision of small non-food store retailers to develop a relationship with the bank financing them. The analysis addresses the banking industry and quantifies the extent to which a decision to develop a relationship is influenced by satisfaction, trust and by two different kinds of values, namely, monadic and dyadic. Design/methodology/approach – The analysis is based on data collected from more than 400 small business by means of a questionnaire, and develops a structural equation model to estimate the impact of satisfaction, trust and value constructs on the intention to develop the relationship. Findings – The results show that satisfaction and trust do not exert a direct effect on the decision to develop the relationship that is directly determined by dyadic value (i.e. the comparison between the cumulated value given through time and the cumulated efforts sustained by the partner). In turn, dyadic value stems from monadic value (i.e. the self-centred comparison of the costs and benefits experienced within the relationship). In a nutshell, considering value perceptions by the business partner and the relational dimension of value provides a better understanding of the intention of small firms to develop their relationship with a financing bank. Originality/value – This study contributes to shaping a picture of the motivations that lead small firms to develop a relationship with their financing bank. Drawing from a heterogeneous literature and considering individual-level variables, a theoretical model is developed to include the relational dimension of value and value perceptions by the business partner in the relationship. The empirical analysis provides useful indications to practitioners to understand and effectively manage the partner’s decision to develop the relationship, suggesting where to intervene.

How relationship attributes affect bank customers’ saving

2019 ◽  
Vol 37 (1) ◽  
pp. 156-170 ◽  
Author(s):  
Kent Eriksson ◽  
Cecilia Hermansson
Keyword(s):  
Structural Equation ◽  
Structural Model ◽  
Theory Development ◽  
Equation Model ◽  
Content Type ◽  
Positive Effects ◽  
Subjective Perceptions ◽  
Saving Behavior ◽  
The Impact ◽  
The Relationship

PurposeThe purpose of this paper is to determine how three relational attributes – duration, context and trust – are subjectively perceived by bank customers, and how these affect their saving behavior, as defined by monthly flows to mutual funds and the financial products bought and held in stock.Design/methodology/approachThe authors use a combination of unique bank register and subjective survey data, and a structural equation model for theory development. Four constructs are developed to estimate the structural model, i.e. saving behavior, duration, context and trust.FindingsThe authors find that all three relational attributes have positive effects on saving behavior. The authors also find that duration and context have the largest total effects, and that trust is a mediating variable channeling indirect effects from context and duration to saving behavior.Practical implicationsOne implication for bank managers is that it takes time and understanding of customer context to gain customer trust, but that this increases customer savings. Another implication is that the authors confirm that relational attributes can be studied using subjective measures in surveys, and that these have an effect on objective savings behavior. The findings provide an understanding that could develop both the customer’s value and the banks’ business opportunities.Originality/valueThe impact of relationships between bank advisors and their customers in terms of costs and benefits has been studied, but a little research has focused on the attributes of the relationship and how these affect customers’ saving behavior. The study also uses unique objective bank register data, combined with customers’ subjective perceptions of the relationship.

Indian students’ attitude toward educational debt: scale development and validation

2019 ◽  
Vol 27 (4) ◽  
pp. 361-383 ◽  
Author(s):  
Jagdish Kaur ◽  
Sangeeta Arora
Keyword(s):  
Factor Analysis ◽  
Structural Equation Model ◽  
Structural Equation ◽  
Equation Model ◽  
Equation Modeling ◽  
Economic Empowerment ◽  
Content Type ◽  
Educational Debt ◽  
The Impact ◽  
Students Satisfaction

Purpose This paper aims to develop, refine and validate a multidimensional scale for measuring students’ attitude toward educational debt for higher studies in Punjab (India) and the impact of this attitude on the satisfaction of students. Design/methodology/approach The study uses interview and survey approach. The sample comprises 417 students from four public and four private universities of Punjab (India). Exploratory factor analysis and confirmatory factor analysis have been used to develop and validate students’ attitude toward education loan scale (Morgado et al., 2017). Further, structural equation modeling (SEM) has been used to analyze the impact of factors of students’ attitude on their satisfaction. Findings The scale has been tested for both reliability and validity. Analysis has revealed six factors of students’ attitude toward educational debt, namely, economic empowerment, social empowerment, utility, procedural requirements, risk and stress. These, six independent variables and one dependent variable, i.e. students’ satisfaction, were entered into structural equation model. The structural equation model shows that procedural requirements, economic empowerment and utility have a positive, whereas stress has a negative and significant impact on the students’ satisfaction. Practical implications Education financing is a gigantic problem nowadays due to the high cost of self-financing courses in Punjab. To make higher education accessible to all students, education loan plays a vital role. Thus, the attitude of students is of great importance to policymakers to bring reforms in education loan scheme. Originality/value To the best of the authors’ knowledge, this study is the foremost study for developing a validated tool to measure the students’ attitude toward educational debt in India.

Share or send and receive? The impact of team knowledge outflow/inflow with IT support on performance

2019 ◽  
Vol 23 (8) ◽  
pp. 1523-1542 ◽  
Author(s):  
Junyeong Lee ◽  
Jinyoung Min ◽  
Chanhee Kwak ◽  
L.G. Pee ◽  
Heeseok Lee
Keyword(s):  
Team Performance ◽  
Structural Equation ◽  
Equation Model ◽  
Knowledge Flows ◽  
Knowledge Network ◽  
Content Type ◽  
It Support ◽  
Antecedents And Consequences ◽  
The Impact ◽  
The Relationship

Purpose An organization can be understood as a knowledge network in which teams send and receive knowledge. Many studies have explored knowledge sharing across teams but did not consider the direction of knowledge flows (KF), specifically how the knowledge inflow (KIF) and knowledge outflow (KOF) can be induced and influence team activities differently. To fill this gap, this paper distinguishes between KIF and KOF, examines their antecedents and consequences and considers how KIF and KOF within a team moderate the relationship between antecedents and KF of a team. Design/methodology/approach This study used structural equation model analysis of a sample of 341 individuals within 73 teams from four companies. Findings The results suggest that IT support is essential because it influences both KIF and KOF. However, only KOF has a significant effect on team performance suggesting that ambidexterity is not always necessary. In promoting KOF, increasing task interdependency is also effective. The effect of IT support varies with the level of KIF diversity. Originality/value The findings emphasize the importance of distinguishing KOF from KIF in a team’s knowledge network under the theoretical lens of ambidexterity. Identifying how IT support influences KF and how these flows separately affect team performance can provide useful insights into managing and facilitating KF in an organization.

The moderating effect of industry clockspeed on Lean Manufacturing implementation in Zimbabwe

2019 ◽  
Vol 32 (2) ◽  
pp. 288-304
Author(s):  
Catherine Maware ◽  
Olufemi Adetunji
Keyword(s):  
Structural Equation Model ◽  
Lean Manufacturing ◽  
Structural Equation ◽  
Equation Model ◽  
Moderating Effect ◽  
Operational Performance ◽  
Content Type ◽  
Industry Clockspeed ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this paper is to analyze the moderating impact of industry clockspeed (IC) on the relationship between Lean Manufacturing (LM) practices and operational performance. A model for evaluating the impact of LM is developed and the moderating effect of IC is taken into consideration as a fundamental variable that affects the causal relationship between LM practices and operational performance. Design/methodology/approach A structural equation model was proposed and investigated across two groups based on IC level (Group 1: low IC and Group 2: high IC). A structured survey questionnaire was used to collect empirical data from 600 companies listed by the Confederation of Zimbabwean Industries. A total of 214 usable questionnaires were obtained giving a response rate of 35.6 percent. The data were analyzed using Smart PLS 3 and SPSS version 25. Findings The results revealed that LM practices directly and positively affected operational performance and IC had a positive moderation effect on the relationship between LM practices and operational performance. The results indicated that the structural equation model remained invariant across the groups. This showed that IC had a moderating effect on the relationship between LM practices and operational performance for both low IC and high IC industries. Originality/value The study analyzed the moderating effect of IC in Zimbabwean industries. The study will provide further evidence to managers on the impact of LM practices on operational performance in developing countries.

The impact of manager’s personality traits on project success through affective professional commitment: the moderating role of organizational project management maturity system

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Aqsa Ameer ◽  
Farah Naz ◽  
Bushra Gul Taj ◽  
Iqra Ameer
Keyword(s):  
Project Management ◽  
Personality Traits ◽  
Structural Equation ◽  
Project Success ◽  
Professional Commitment ◽  
Experimental Proof ◽  
Content Type ◽  
Relationship Of ◽  
The Impact ◽  
The Relationship

Purpose The purpose of this study is to determine the effect of conscientiousness and extraversion personality traits on project success. The relationship is mediated by affective professional commitment, whilst the relationship between personality traits and project success is moderated by organizational project management maturity. Design/methodology/approach The deductive approach is used to achieve the objectives of this study. Data were collected through a purposive sampling technique from 250 respondents with the help of questionnaires from information technology sectors. The structural equation modelling (SEM) in partial least squares-SEM and SPSS is used to analyse the data and to examine the hypothesis. Findings The outcomes demonstrate the partial mediating impact of affective professional commitment between the relationship of conscientiousness and extraversion personalities with project success. Additionally, it proves the moderating effects of project management maturity between the relationship of conscientiousness and extraversion personalities with project success. Practical implications This study reflects that employee personality appears to be a reliable indicator of how an employee is faithful to his profession. This faithfulness or duty decides the employee’s execution in terms of offering a successful project. Thus, achieving employee commitment needs to be done by completing the project successfully by the organizations in the presence of project management maturity systems. Originality/value It is the first study of its kind to provide experimental proof of the impact of a manager’s personality traits on project success in the presence of affective professional commitment (mediator) and organizational project management maturity (moderator).

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

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