scholarly journals Service Quality and Customers’ Trust, Moderating Role of Personality Traits

2016 ◽  
Vol 8 (4) ◽  
Author(s):  
Muhammad Ahmad Ur Rehman ◽  
Amran Md Rasli
Keyword(s):  
Service Quality ◽  
Personality Traits ◽  
Cross Sectional ◽  
Insurance Sector ◽  
Different Dimensions ◽  
Services Industry ◽  
Relationship Of ◽  
The Impact ◽  
Personality Disposition

Customers’ trust is an inevitable asset for organizations. The long-term relationship of customer-organization depends upon the presence of customers’ trust on the organization. It’s a delicate sense of feeling derived from quality and commitment of the organizations to meet customers’ expectations. The significance of this phenomenon in services industry becomes even more critical where organizations have to know individual as well as contextual factors that influence on customers’ trust. This study tested the impact of different dimensions of perceived service quality on customers’ trust and how this perception varies depending upon the personality disposition in life insurance sector of Pakistan. Using cross sectional research design, the study taped customers’ responses regarding service quality, customers’ trust, and their personality disposition. The sample was obtained from insurance sector in different cities of Pakistan, where 242 customers were participated in the survey Explanatory factor analysis, single mean T-test, correlation and hierarchical multiple regression analyses were used to test proposed hypotheses. The results indicate   positive relationship between different dimensions of service quality and customers’ trust. The finding of moderation analysis shows that customer’s personality traits have varied effects on the relationships between dimensions of service quality and customers’ trust. Finally, based on quantitative findings, proposed framework was revised. This study recommends several implications for managers of services industry so that they should develop an effective service design to build long-term customers’ trust in accordance with different personality traits.  

scholarly journals The Impact of Service Quality Dimensions on Customers’ Trust

2020 ◽  
Vol 6 (2) ◽  
pp. 557-563
Author(s):  
Muhammad Ahmad ur Rehman ◽  
Zahid Hussain ◽  
Muhammad Mudasar Ghafoor
Keyword(s):  
Service Quality ◽  
Insurance Companies ◽  
Sampling Frame ◽  
Rational Solutions ◽  
Policy Makers ◽  
Insurance Sector ◽  
Different Dimensions ◽  
Relationship Of ◽  
The Impact

Customers’ trust is an inevitable asset for organizations. The long-term relationship of customer-organization depends upon the presence of customers’ trust on the organization. The significance of this phenomenon in services industry becomes even more critical where organizations have to know individual as well as contextual factors that influence on customers’ trust. This study tested the impact of different dimensions of perceived service quality (reliability, assurance, responsiveness, empathy and tangibility) on customers’ trust. 220 customers from Insurance sector of Pakistan were selected to form the sampling frame. Explanatory factor analysis, correlation and hierarchical multiple regression analyses were used to test proposed hypotheses. The results indicate   positive relationship between different dimensions of service quality and customers’ trust. This study has several insights and valuable implications for the researchers and policy makers. First, deliberate efforts are needed on the part of policy makers in Insurance companies to nurture a climate that is conducive to build long-term customer’s trust to retain and expand extent of customers. In particular, front line officers must be trained to harmonize customers’ need with swift and rational solutions.

scholarly journals A Cross-Sectional Study on the Impacts of Perceived Job Value, Job Maintenance, and Social Support on Burnout among Long-Term Care Staff in Hawaii

2021 ◽  
Vol 18 (2) ◽  
pp. 476
Author(s):  
Bum Jung Kim ◽  
Sun-young Lee
Keyword(s):  
Social Support ◽  
Long Term Care ◽  
Cross Sectional Study ◽  
Care Staff ◽  
Hierarchical Regression ◽  
Sectional Study ◽  
Cross Sectional ◽  
Term Care ◽  
The Impact

Extensive research has demonstrated the factors that influence burnout among social service employees, yet few studies have explored burnout among long-term care staff in Hawaii. This study aimed to examine the impact of job value, job maintenance, and social support on burnout of staff in long-term care settings in Hawaii, USA. This cross-sectional study included 170 long-term care staff, aged 20 to 75 years, in Hawaii. Hierarchical regression was employed to explore the relationships between the key independent variables and burnout. The results indicate that staff with a higher level of perceived job value, those who expressed a willingness to continue working in the same job, and those with strong social support from supervisors or peers are less likely to experience burnout. Interventions aimed at decreasing the level of burnout among long-term care staff in Hawaii may be more effective through culturally tailored programs aimed to increase the levels of job value, job maintenance, and social support.

Wages of neoliberalism:

2020 ◽  
Vol 2 ◽  
pp. e020014
Author(s):  
Praveen Jha ◽  
Archana Prasad
Keyword(s):  
Social Groups ◽  
Adverse Outcomes ◽  
Emerging Trends ◽  
The World ◽  
Hours Of Work ◽  
Different Dimensions ◽  
Structural Failures ◽  
The Impact ◽  
Conditions Of Work

This essay highlights the impact of neoliberalism on the world of work with particular reference to India. It provides a brief overview of the structural transformations and their impact on the growing vulnerability of workers, with particular focus on the deepening and reconfiguration of informality within the current labour scenario. The first section provides a brief profile of labour in India with a focus on the last decade. It shows how the emerging trends are marked by regional and social unevenness, with particularly adverse outcomes for women and vulnerable social groups. The second section explores different dimensions of growing insecurity of work, particularly with respect to hours of work and wages. The third section examines some of the major reasons for deteriorating conditions of work by locating in an overview of the long-term structural failures and the ascendency of neoliberal policies in the recent years. In the fourth section we follow this up by a discussion of the recent State-led labour reforms and their role in accelerating flexibilisation in the world of work and the essay closes with a very brief concluding remark regarding the contemporary labour scenario in section five.

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).

scholarly journals HUBUNGAN PENGGUNAAN DIAPERS DENGAN KEMAMPUAN TOILETING PADA ANAK

2018 ◽  
Vol 2 (1) ◽  
pp. 117
Author(s):  
Rendika Baharudin Abror ◽  
Cholik Harun Rosjidi ◽  
Rika Maya Sari
Keyword(s):  
Data Collection ◽  
Toilet Training ◽  
P Value ◽  
Developmental Tasks ◽  
Chi Square ◽  
Cross Sectional ◽  
Large Sample ◽  
Relationship Of ◽  
The Relationship

AbstractEach child has a task that must be passed well, especially at the age of the child (12-36 months). One of the developmental tasks in toddlers is toilet training. Long-term use of diapers can cause toilet effects. This study aims to determine the relationship between diapers with the ability of toileting in children.The design of this research is Correlation with cross sectional approach. Large sample of 70 respondents. Sampling of the study using total sampling, data collection using questionnaires and calculations using Chi-square Correlation test using SPSS 16.0 error α 0.05.The results of the research variables The use of diapers in children interpreted most of the 47 children of respondents (67.1%) Did not use and almost half of the 23 respondents (32.9%) use. The ability of toileting in children is interpreted by most of the 42 respondents (60.0%) fulfilled, and almost half of 28 respondents (40.0%) are not met.Based on the calculation of Chi-square SPSS statistic shows that p value 0,000 <0,05) means that there is relationship of diaper usage with the ability of toileting in children with the closeness of cc relationship of 0.479 enough category.The results of this study concluded that almost half of them use diapers, and almost half of them do not meet the ability of toileting, the researcher suggests in the research place to put a picture or leaflet about the effect of Diaper Usage on Toileting Ability so that the wise mother in using Diapers.Keywords: diapers, toileting, children AbstrakSetiap anak mempunyai tugas perkembangan yang harus dilewati dengan baik, terlebih pada usia toddler (12-36 bulan). Salah satu tugas perkembangan pada anak usia toddler adalah toilet training. Pemakaian diapers dalam jangka panjang dapat menimbulkan efek yang berbahaya serta bisa menghambat kemampuan toilet training anak. Penelitian ini bertujuan untuk mengetahui Hubungan Penggunaan diapers dengan kemampuan toileting pada anakDesain penelitian ini adalah Korelasi dengan pendekatan cross sectional. Besar sampel 70 responden. Sampling penelitian menggunakan Total sampling, pengumpulan data menggunakan kuesioner dan perhitungan menggunakan uji Korelasi Chi-square dengan menggunakan SPSS 16.0 kesalahan α 0,05.Hasil penelitian variabel Penggunaan diapers pada anak diinterpretasikan sebagian besar 47 anak responden (67,1%) Tidak menggunakan dan hampir setengahnya 23 responden (32,9%) menggunakan. Pada kemampuan toileting pada anak diinterpretasikan sebagian besar 42 responden (60,0%) tercapai, dan hampir setengahnya 28 responden (40,0%) belum tercapai.Berdasarkan perhitungan uji statistik Chi-square SPSS menunjukkan p value 0,000< 0,05) artinya ada hubungan penggunaan diapers dengan kemampuan toileting pada anak dengan keeratan hubungan cc sebesar 0,479 kategori cukupHasil penelitian disimpulkan hampir setengahnya menggunakan diapers, dan hampir setengahnya belum tercapai kemampuan toileting maka peneliti menyarankan pada tempat penelitian untuk memasang gambar atau leaflet tentang dampak Penggunaan Diapers Terhadap Kemampuan Toileting, sehingga ibu bijak dalam menggunakan Diapers.Kata kunci: Diapers, Toileting, Anak.

scholarly journals Effects of Internal Service Quality on Work Engagement: A Case Study of Hotel Soaltee Crowne Plaza

2020 ◽  
Vol 5 (2) ◽  
pp. 63-76
Author(s):  
Eveeta Shakya ◽  
Puja Tamang
Keyword(s):  
Service Quality ◽  
Work Engagement ◽  
Significant Relationship ◽  
Research Work ◽  
Independent Variables ◽  
Study Results ◽  
Internal Service Quality ◽  
Relationship Of ◽  
The Impact ◽  
Employee Work Engagement

This study examined the Service Quality (SERVQUAL) model with the Internal Service Quality (ISQ) dimensions such as tangibles, reliability, responsiveness, assurance and empathy that impact on employee work engagement. This research work was conducted in Hotel Soaltee Crowne Plaza (SCP), one of the 5-star deluxe hotels of Nepal. The study has adopted an inferential research design to meet the study objectives regarding the impact of independent variables on work engagement of SCP Hotel. A structured questionnaire was distributed to 126 sample respondents out of a total of 503 employees of SCP hotel. The study reveals a significant relationship of work engagement with empathy and not with rest of the independent variables. Based on the findings it is recommended that employees should be taken good care of, and employers should be well aware of the employees’ emotional level since empathy has shown a highly significant relationship with work engagement. Study results have scope of future reference whereby implementing SERVQUAL dimensions for employee work engagement and reduction in employee turnover and improved.

scholarly journals IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

2019 ◽  
Vol 6 (1) ◽  
pp. 33-42
Author(s):  
Maria Anna Stefanie ◽  
Badikenita Sitepu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Distribution Method ◽  
Good Reputation ◽  
Customer Trust ◽  
The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

Abstract 12971: Positive Psychological Growth Post Cardiac Arrest Survivorship: A Pilot Study

Circulation ◽  
2021 ◽  
Vol 144 (Suppl_2) ◽  
Author(s):  
Rakan AlQaqaa ◽  
Tara Keshavarz Shirazi ◽  
Ian Jaffe ◽  
Anelly Gonzales ◽  
Sam Parnia
Keyword(s):  
Cardiac Arrest ◽  
Personality Traits ◽  
Survival Rates ◽  
Therapeutic Interventions ◽  
Sign Test ◽  
Moderate Increase ◽  
Psychological Growth ◽  
Cross Sectional ◽  
Psychological Traits

Background: Cardiac arrest (CA) has an annual US incidence of >500,000 with survival rates ~10%. Although most studies focus on survival and neurological outcomes, understanding long-term psychological consequences is of equal importance. Some have reported negative psychological outcomes such as anxiety, depression, and PTSD; however, since survivors of other adverse life-threatening disorders, including cancer, report positive psychological growth, we sought to test the hypothesis that CA survival may also be associated with growth of positive psychological traits. Method: Invitations were sent to CA survivors through their local hospitals or national registries to participate in an online pilot cross sectional study. Overall, 47 agreed and were given a series of standardized questionnaires to assess the following positive personality traits: empathy, compassion, forgiveness, altruism, optimism, gratitude, positivity, spirituality, consideration for others’ needs, and happiness. Using a 5-point Likert scale, they then estimated the relative change in these traits since their CA event, where 1=significant decrease, 2=moderate decrease, 3=no change, 4 =moderate increase, and 5=significant increase. Results: Overall 42 of 47 (89%) reported a return to their daily functional activities. Personality trait ratings were analyzed using a sign test relative to a population median score of 3 (i.e. no change) for statistical analysis. Participants showed statistically significant differences in all the assessed personality traits: gratitude (median=4, p<0.0001), compassion (median=4, p= p<0.0001), altruism (median=4, p<0.0001), empathy (median=4, p<0.0001), spirituality(median=4, p<0.0001), consideration for others’ needs (median=4, p<0.0001), forgiveness(median=4, p<0.0005), optimism (median=4, p<0.001), positivity (median=4, p<0.005), and happiness(median=4, p<0.05). Conclusions: Long-term psychological sequelae of CA survivorship remains ill understood. However, some CA survivors may develop greater positive psychological traits following CA. Further studies are required to assess the relationship between CA and long-term positive changes and quality of life, as well as possible therapeutic interventions.

scholarly journals Regional Integration: Do Intra-African Trade and Migration Improve Income in Africa?

2019 ◽  
Vol 43 (6) ◽  
pp. 587-631 ◽  
Author(s):  
Blaise Gnimassoun
Keyword(s):  
Regional Integration ◽  
Capita Income ◽  
Per Capita Income ◽  
Cross Sectional ◽  
Wide Range ◽  
Per Capita ◽  
Migration Flows ◽  
And Migration ◽  
The Impact

Regional integration in Africa is a subject of great interest, but its impact on income has not been studied sufficiently. Using cross-sectional and panel estimations, this article examines the impact of African integration on real per capita income in Africa. Accordingly, we consider intra-African trade and migration flows as quantitative measures reflecting the intensity of regional integration. To address the endogeneity concerns, we use a gravity-based, two-stage least-squares strategy. Our results show that, from a long-term perspective, African integration has not been strong enough to generate a positive, significant, and robust impact on real per capita income in Africa. However, it does appear to be significantly income-enhancing in the short and medium terms but only through intercountry migration. These results are robust to a wide range of specifications.

scholarly journals Respiratory patient experience of measures to reduce risk of COVID-19: findings from a descriptive cross-sectional UK wide survey

BMJ Open ◽  
2020 ◽  
Vol 10 (9) ◽  
pp. e040951 ◽  
Author(s):  
Keir Philip ◽  
Andrew Cumella ◽  
Joe Farrington-Douglas ◽  
Michael Laffan ◽  
Nicholas Hopkinson
Keyword(s):  
Healthcare Services ◽  
Social Consequences ◽  
Chronic Obstructive ◽  
Cross Sectional ◽  
Social Distancing ◽  
Pulmonary Endometriosis ◽  
Reduce Risk ◽  
The Impact ◽  
Respiratory Conditions

ObjectivesTo assess the experience of people with long-term respiratory conditions regarding the impact of measures to reduce risk of COVID-19.DesignAnalysis of data (n=9515) from the Asthma UK and British Lung Foundation partnership COVID-19 survey collected online between 1 and 8 April 2020.SettingCommunity.Participants9515 people with self-reported long-term respiratory conditions. 81% female, age ranges from ≤17 years to 80 years and above, from all nations of the UK. Long-term respiratory conditions reported included asthma (83%), chronic obstructive pulmonary disease (10%), bronchiectasis (4%), interstitial lung disease (2%) and ‘other’ (<1%) (eg, lung cancer and pulmonary endometriosis).Outcome measuresStudy responses related to impacts on key elements of healthcare, as well as practical, psychological and social consequences related to the COVID-19 pandemic and social distancing measures.Results45% reported disruptions to care, including cancellations of appointments, investigations, pulmonary rehabilitation, treatment and monitoring. Other practical impacts such as difficulty accessing healthcare services for other issues and getting basic necessities such as food were also common. 36% did not use online prescriptions, and 54% had not accessed online inhaler technique videos. Psychosocial impacts including anxiety, loneliness and concerns about personal health and family were prevalent. 81% reported engaging in physical activity. Among the 11% who were smokers, 48% reported they were planning to quit smoking because of COVID-19.ConclusionsCOVID-19 and related social distancing measures are having profound impacts on people with chronic respiratory conditions. Urgent adaptation and signposting of services is required to mitigate the negative health consequences of the COVID-19 response for this group.

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