How “quality” determines customer satisfaction

2015 ◽  
Vol 27 (5) ◽  
pp. 576-590 ◽  
Author(s):  
Chih-Hsing Liu ◽  
Sheng-Fang Chou ◽  
Bernard Gan ◽  
Jin-Hua Tu
Keyword(s):  
Customer Satisfaction ◽  
Regression Models ◽  
Evaluation Criteria ◽  
Content Type ◽  
Restaurant Managers ◽  
Mystery Shoppers ◽  
The Relationship ◽  
Practical Implications ◽  
Large Observation

Purpose – The purpose of this paper is to develop a research framework to explain the relationship between overall restaurant quality and customer satisfaction. Design/methodology/approach – To test this model, the authors deploy 48 mystery shoppers to evaluate 496 Taiwanese restaurants. Further, the authors performed two different regression models and performing the Baron and Kenny (1986) procedure to test the hypotheses. Findings – This study investigates whether restaurants are susceptible to the quality and level of restaurant service, and the restaurant’s physical atmosphere. Further, this study investigates whether these two constructs are likely to improve customers’ perception of restaurant quality, and whether such a strategy may also lead to customers’ satisfaction and facilities word-of-mouth recommendations. Practical implications – The evidence suggests that the construct of “restaurant service” and “physical atmosphere” are strong determinant of improving customers’ perception of overall quality of restaurant. That is, there is a tendency to innovate when restaurant managers prioritize customers’ satisfaction. Further, managers who believe that service and physical atmosphere issues are top priorities will also improve the overall quality in their restaurants. Originality/value – Measuring the relationships between Michelin star evaluation criteria via a large observation sample is rare in the present literature. As far as the authors know, this is the first paper to exam the relationships between Michelin star evaluation criteria.

Quality of working life and career engagement of cancer survivors: the mediating role of effect of disease and treatment

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Siti Raba’ah Hamzah ◽  
Siti Nur Syuhada Musa ◽  
Zulaiha Muda ◽  
Maimunah Ismail
Keyword(s):  
Cancer Survivors ◽  
Working Life ◽  
Valuable Insight ◽  
Quality Of Working Life ◽  
Content Type ◽  
Mediating Role ◽  
The Relationship ◽  
Practical Implications

Purpose This study aims at investigating the relationship between the quality of working life and career engagement of cancer survivors and the mediating role of the effect of disease and treatment. Design/methodology/approach A cross-sectional study was conducted on 400 cancer survivors in Malaysia. The participants, aged between 18 and 40, were Malaysian citizens undergoing follow-up sessions at the Kuala Lumpur General Hospital and the National Cancer Institute of Malaysia. Data were analysed using descriptive statistics, Pearson’s correlation coefficient and regression analysis that implemented Baron and Kenny’s method for mediation were used for analyses. Findings The effect of treatment and disease was found to significantly mediate the relationship between quality of work-life and career engagement of cancer survivors. Research limitations/implications The instrument for this study was a self-reported questionnaire, with participants responding to specific items on a five-point Likert scale under the supervision of the researchers. As results from the survey were subjective in nature, the bias in the participants could not be eliminated completely. This study was also limited to the two main parameters, namely, quality of working life and career engagement and a mediator, namely, effects of the disease and treatment. Moreover, as the survey was conducted in only two hospitals in the Klang Valley area, the results cannot be generalized to other cancer survivors in other regions of Malaysia. Practical implications The results of this study indicated that the mediating role of the effects of disease and treatment on the relationship of the quality of working life subscales with career engagement. Practical implications, cancer survivor consciousness of the effects of disease and treatment is very important and should be addressed and could be notable to improve the quality of working life. Originality/value This study gives valuable insight to managers and practitioners by investigating the relationship between the quality of working life and career engagement and mediates by the effects of disease and treatment. The findings highlight the challenges cancer survivors face on their return to working life. The findings also highlight the need for management to take steps to help cancer survivors cope with career engagement for better work performance.

Improving SME performance through organizational memory

2019 ◽  
Vol 32 (4) ◽  
pp. 473-491 ◽  
Author(s):  
Roman Kmieciak
Keyword(s):  
Customer Satisfaction ◽  
Least Squares Method ◽  
Organizational Memory ◽  
Operational Performance ◽  
Content Type ◽  
Direct And Indirect Impacts ◽  
Indirect Impacts ◽  
Partial Least Squares Method ◽  
The Relationship ◽  
Practical Implications

Purpose Specific research on the meaning of organizational memory (OM), including databases, for small- and medium-sized enterprises (SMEs) and their performance is limited. The purpose of this paper is to investigate the relationships between open-mindedness culture (OMC), OM, SME innovativeness and customer satisfaction. Design/methodology/approach Five hypotheses were formulated and tested using the partial least squares method. The survey data were collected from 120 Polish SMEs. Findings A positive and significant relationship between OMC and OM was found. OM has both direct and indirect impacts on customer satisfaction through firms’ innovativeness. The results confirmed the correlation between firms’ innovativeness and customer satisfaction. Research limitations/implications The focus on SMEs in a single country limits the generalizability of the results. Practical implications The findings of this research can inform SME managers who are willing to improve operational performance. This study suggests that OMC is a prior stage in building, updating and using OM in the form of databases. Leveraging databases is a way to incrementally increase firms’ innovativeness and customer satisfaction. Originality/value This paper fills an important gap in the extant literature by empirically testing the relationship between OMC, OM, firms’ innovativeness and customer satisfaction. This study is the first ever to study these relationships within the context of SMEs.

scholarly journals The influences of cleanliness and employee attributes on perceived service quality in restaurants in a developing country

2017 ◽  
Vol 11 (4) ◽  
pp. 608-627 ◽  
Author(s):  
Ngan Truong ◽  
Tahir Nisar ◽  
Dan Knox ◽  
Guru Prabhakar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Design Methodology ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Perception ◽  
Behavioural Intentions ◽  
Key Dimensions ◽  
The Relationship

Purpose The purpose of this paper is to investigate the service quality of full-service restaurants in Vietnam to explore possible factors that may impact customer perception, which subsequently influences customer satisfaction and behavioural intentions. Based on the DINESERV model and service clues, the possible dimensions to construct customer perception were realised, and four key dimensions were suggested. Design/methodology/approach Data were collected from four urban local full-service restaurants in Vietnam, and factor analysis and SEM-PLS were then performed to uncover the relationship between customer perception, satisfaction and behavioural intentions. Findings The results suggest that customer perception significantly influences customer satisfaction and behavioural intentions, and customer satisfaction itself is also found to have influence on behavioural intentions. Originality/value This is an original piece of work which contributes to the exploration of service quality in developing countries and to the incorporation of cleanliness into analyses of restaurant service quality in particular.

Corporate disclosure of human capital via LinkedIn and ownership structure

2017 ◽  
Vol 18 (1) ◽  
pp. 102-127 ◽  
Author(s):  
Sabrina Pisano ◽  
Luigi Lepore ◽  
Rita Lamboglia
Keyword(s):  
Human Capital ◽  
Ownership Structure ◽  
Ownership Concentration ◽  
Quantitative Methodology ◽  
Corporate Disclosure ◽  
Content Type ◽  
The Relationship ◽  
Stock Of Knowledge ◽  
Practical Implications

Purpose The purpose of this paper is to investigate the relationship between ownership concentration and human capital (HC) disclosure released via LinkedIn. Design/methodology/approach This study uses a quantitative methodology. The sample is composed of 150 European companies. Content analysis was used to examine HC disclosure via LinkedIn. Regression analysis was used to test the hypothesis. Findings The results indicate that ownership concentration negatively influences HC disclosure via LinkedIn, confirming that closely held firms have little motivation to voluntarily release information. Research limitations/implications The main limitation of this study relates to the sample size. Furthermore, this study investigates only the quantity of HC disclosure; it does not consider the quality of this information. Practical implications The typical ownership structure of European firms generates a force that opposes the growing pressure for internationalization and global transparency. This important issue needs to be considered in investor decisions, HC management and reporting and in setting accounting standards. Moreover, the study points out that, despite the potential opportunities provided by LinkedIn to build and enforce relationships with their stakeholders, companies mainly use LinkedIn for recruitment purposes. Originality/value This study contributes to the literature on HC disclosure because it is, to the best of the authors’ knowledge, the first study that exclusively examines HC disclosure by European companies via LinkedIn and because it develops a disclosure index that includes items concerning the stock of knowledge and capabilities of employees in addition to the practices in human resource management.

Demographic variables as moderators between QWL and OCB

2019 ◽  
Vol 51 (7/8) ◽  
pp. 396-408
Author(s):  
Mohit Yadav ◽  
Santosh Rangnekar ◽  
Anugamini Priya Srivastava
Keyword(s):  
Organizational Citizenship ◽  
Demographic Variables ◽  
Quality Of Work Life ◽  
Content Type ◽  
Study Process ◽  
The Impact ◽  
The Relationship ◽  
Practical Implications

Purpose The purpose of this paper is to examine the impact of quality of work life (QWL) on organizational citizenship behaviour (OCB) of employees. Also, the paper examines the role of demographic variables, i.e. gender, position and type of organization as moderators of relationship between QWL and OCB. Design/methodology/approach A survey with sample of 375 was used in this study. PROCESS tool by Hayes (2013) was used to analyze the relation between QWL, OCB and demographic variables. Findings QWL was found to positively influence OCB. Gender and type of organization were found to moderate the relationship, whereas position failed to moderate the relation significantly. Practical implications The study reinforced the significance of QWL practices by organizations to improve extra-role behaviours of employees. Also, importance of considering gender and the industry you are in is emphasized in using and designing the QWL programme for employees. Originality/value While many antecedents have been studied in relation to OCB, QWL is rarely discussed. The paper attempts to reemphasize QWL’s importance in doing so in light of demographic variables as moderators.

An empirical investigation of the relationship between workload and performance

2015 ◽  
Vol 53 (10) ◽  
pp. 2377-2389 ◽  
Author(s):  
Alexander Bruggen
Keyword(s):  
Empirical Evidence ◽  
Data Set ◽  
Content Type ◽  
Capacity Decisions ◽  
Quantitative Performance ◽  
And Performance ◽  
The Relationship ◽  
Practical Implications ◽  
Different Levels

Purpose – The purpose of this paper is to examine the effect of workload on quantitative and qualitative job performance. Different levels of workload can affect performance of employees, and it is important for firms to assess the effect of this in order to improve capacity decisions. The literature is not entirely clear on the relationship and calls for further empirical evidence on that matter. Design/methodology/approach – The study uses field data from a mid-sized grocery supplier. In total, 9,210 observations of 27 employees over three years and eight months are analyzed with different statistical models. Employees all work in the same department so that it is a very homogenous data set. Findings – Results show that there is an inverted U-shape relationship between workload and performance. Output of employees increases up to a certain point after which it decreases. Similarly, the quality of performance is highest under moderate levels of workload, which provides evidence against a tradeoff between quantity and quality. Research limitations/implications – The study uses a unique set of data from one firm, which limits generalizability, but adds to an important stream of literature. Practical implications – Results show how workload has a direct effect on performance. Consequently, firms need to balance the workload in order to be able to maximize the performance of their employees. Originality/value – Despite the relevance of the topic, there is hardly any empirical evidence on the relationship between workload and performance. This study thus contributes to the management literature and provides significant evidence on an inverted U-shape between workload and quantitative performance.

Residential satisfaction in gated communities

2016 ◽  
Vol 34 (2) ◽  
pp. 84-99 ◽  
Author(s):  
Teck Hong Tan
Keyword(s):  
Developing Country ◽  
Residential Satisfaction ◽  
Content Type ◽  
Financial Benefits ◽  
Klang Valley ◽  
The Relationship ◽  
Practical Implications ◽  
Major Consideration ◽  
Property Developers

Purpose – The purpose of this paper is to determine how satisfied homeowners are with their gated residences. Design/methodology/approach – This study starts out by examining the data collected through self-administered surveys to find out the satisfaction levels and motivations of homeowners toward their gated homes in the Klang Valley, Malaysia. This is then followed by regression analysis to examine the relationship between motivations of owing gated homes and residential satisfaction. Findings – The benefits that motivate households to purchase gated landed homes are “Safety and Security,” “Financial Benefits” and “Social Status” and “Lifestyle Facilities.” It also appears that the satisfaction levels of homeowners are to a certain extent, influenced by the benefits of owning a gated home. Research limitations/implications – It seems that when home buyers purchase houses these days, a major consideration is placed on whether or not the development is a gated one. Practical implications – The congruence and dissonance between residents and their housing situations are essential to prevent the decreasing quality of urban environment. Thus, this study can serve as a guide for urban planners and property developers in planning and designing of enclosed private residential developments. Furthermore, property developers can gain valuable insights on the gated home features that they should improve to meet each homebuyer’s needs. Originality/value – Majority of the studies on residential satisfaction have been focussed on the evaluation of non-enclosure communities. There have only been a limited of studies examining the experience of residents in enclosed private residential environments in a developing country. Hence, this paper has contributed to the existing knowledge in the development of gated estates in a developing country.

Home owners and developers relationships: exploring the cordiality factor

2015 ◽  
Vol 33 (3) ◽  
pp. 278-292 ◽  
Author(s):  
Funmilayo Ebun Rotimi ◽  
John Edward Tookey ◽  
James Olabode Bamidele Rotimi
Keyword(s):  
Performance Standards ◽  
Construction Sector ◽  
Content Type ◽  
Continuous Performance Improvement ◽  
The Relationship ◽  
House Building ◽  
Practical Implications ◽  
Insight Into ◽  
Significant Factors

Purpose – The cordiality of the relationship between home owners and house developers is significant in the house building sector. This plays a key role in meeting needs, expectations and overall satisfaction. Home owners’ satisfactions are very often dependent on their encounters and experiences with the building organisations they deal with. The purpose of this paper is to explore home owners’ satisfaction to the quality of their new homes by investigating the relationships between them and their house developers when they take possession of their properties. Design/methodology/approach – Two distinct lines of investigation were conducted, with the first utilising mail questionnaires administered to new home owners. The second involved interviews with house building developers. Both investigations cover five main regions in New Zealand. However, this study reports the mail questionnaire survey. The data analysis is based on 216 new home owners, and the results presented using descriptive and correlation analysis. Findings – This research found that the higher the home owner’s satisfaction with the services provided by the developers, the better the relationship that could exist between them. In addition, the longer it takes for developers to rectify defects that are reported by home owners, the lesser the cordiality of their relationship with their developers. It is also evident from this study that home owners’ relationships with their house developers could be sensitive to the extent of defects in their homes. While it is apparent from this research that new home owners satisfaction level is high, some improvement opportunities exist, which the study highlights for continuous performance improvement. This will enable the residential construction sector to establish more aggressive and pro-active measures of monitoring to the satisfaction of home owners. Practical implications – This research provides insight into significant factors that could influence the relationship between home owners and their house developers. The study provides information on changes required in the quality culture that could enable house developers do it once and do it right. Originality/value – The originality of this research lies in the provision of a wealth of information on cordiality as a key determinant of home owners and house developers’ relationships. This will enable house developers to set realistic performance standards and focus efforts where they are most needed so that home owners derive satisfaction from the quality of service offered by them.

Improving the weight of Technical Attributes in Quality Function Deployment by the Integration of Techniques for Order of Preference by Similarity to Ideal Solution method

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ajit Kumar Singh ◽  
A.M. Rawani
Keyword(s):  
Customer Satisfaction ◽  
Quality Function Deployment ◽  
Solution Method ◽  
Ideal Solution ◽  
Quality Function ◽  
Content Type ◽  
Product Service ◽  
Practical Implications

PurposeThis study aims to integrate the Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS) method with quality function deployment (QFD) which helps to improve the weight of technical attributes by calculating the closeness of particular attributes with the best attributes and farthest from the worst technical attributes simultaneously.Design/methodology/approachFor the fulfilment of the aim of the study, detailed literature is reviewed and a suitable tool for score calculation has been selected. Further, the proposed methodology is applied in a literature-based case study, and a new weight is calculated and compared with the previous weight.FindingsThe finding of the study suggests that higher weightage is assigned to those technical attributes which is very close to the best technical attribute, and lower weightage is assigned to the technical attributes which are very close to worst technical attributes. Therefore, the weight calculated with the help of the proposed methodology will suggest to optimally invest the resources on technical attributes so that the maximum customer satisfaction is achieved.Practical implicationsThe proposed method will help in better score calculation of QFD. Therefore, the use of the proposed method will help in better product and service design for maximum customer satisfaction.Social implicationsProposed methodology aims to help managers, administrators, QFD practitioners and product/service designers to design a new product/service or mange the quality of existing product/services in an effective way.Originality/valueThis is the first kind of study, in which modification in score calculation has been proposed. This modification will help in the better assignment of resources for maximum customer satisfaction.

Congruence in perceived overqualification of team members and organizational identification

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Fulei Chu
Keyword(s):  
Organizational Identification ◽  
Content Type ◽  
Team Members ◽  
Categorization Theory ◽  
Team Member Exchange ◽  
Member Exchange ◽  
Perceived Overqualification ◽  
The Relationship ◽  
Practical Implications

PurposeDrawing on the equity theory and self-categorization theory, the authors examine the congruence effect of perceived self-overqualification and perceived coworker-overqualification on team–member exchange (TMX) quality, which in turn influences employees' organizational identification.Design/methodology/approachThe data were collected from 392 employees in 78 teams at 2 time points, and polynomial regressions was used to test the hypothesized associations.FindingsThe more consistent perceived self-overqualification is with perceived coworker-overqualification, the higher quality of TMX. Moreover, TMX mediates the relationship between this congruence on organizational identification, which indicates that the congruence of perceived overqualification is related to higher-quality TMX, and then makes overqualified employees produce higher levels of organizational identification.Originality/valueThe findings of the research contributes to theory building of perceived overqualification through distinguishing perceived overqualification as an individual characteristic from the perception of overqualification that occurs in teams. Besides, by analyzing employees' experiences of overqualification in the context of their colleague-group, this study demonstrates the importance of considering overqualified individuals' social context (e.g. the composition of teams) in exploring the consequences of perceived overqualification. Theoretical and practical implications are discussed.

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