ORGANISATIONAL LEARNING, NON-TECHNICAL INNOVATION AND CUSTOMER SATISFACTION OF SMEs

2016 ◽  
Vol 20 (03) ◽  
pp. 1650041 ◽  
Author(s):  
DIMITRIOS KAFETZOPOULOS ◽  
EVANGELOS PSOMAS
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Organisational Learning ◽  
Technical Innovation ◽  
Learning Capability ◽  
Organisational Innovation ◽  
Marketing Innovation ◽  
Equation Modelling ◽  
Comprehensive Literature Review

The purpose of the present study is to analyse the role of organisational learning as an antecedent to non-technical innovation comprising organisational and marketing innovation. Examining the effect of these dimensions of non-technical innovation on customer satisfaction is also an aim of the present study. The paper formulates research hypotheses based on a comprehensive literature review. These hypotheses are tested using structural equation modelling (SEM) based on data collected from 226 Greek small and medium-sized enterprises (SMEs). The formulated conceptual model is strongly supported based on empirical evidence. The results confirm that organisational learning capability favours the development of organisational innovation and marketing innovation. Furthermore, the study shows that both dimensions of non-technical innovation promote the achievement of customer satisfaction.

scholarly journals KUALITAS LAYANAN INTERNAL YANG MEMENGARUHI KEPUASAN NASABAH DENGAN MENGGUNAKAN KUALITAS LAYANAN EKSTERNAL SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 11 (1) ◽  
pp. 95
Author(s):  
Evi Susanti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Mediating Effect ◽  
Direct Influence ◽  
Banking Service ◽  
Equation Modelling ◽  
Internal Service Quality

<p><em>This </em><em>study</em><em> develops the role of service quality both internal </em><em>and external </em><em>service quality to improve customer satisfaction at shariah banking service office in DKI Jakarta province. This study discusses the study on two areas of science namely Human Resource Management and marketing management science. The target in this study was 121 shariah banking service offices. </em><em>Sample is s</em><em>elected using purposive sampling. The liniear Structural Equation Modelling (SEM) was adopt</em><em>ed </em><em>to verfy </em><em>the </em><em>model. </em><em>The results are </em><em> </em><em>(1) internal service quality has a positive significant and direct influence on external service quality (2) external service quality has a positive significant and direct influence on customer satisfaction (3) internal service quality has significantly positive influence on external service quality, which in turn affects the customer satisfaction in a significant and positive manner. In summary, the external service quality has a partially mediating effect. </em><em></em></p>

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

The Relationship Between Transformational Leadership and Organisational Learning Capability with the Mediating Role of Perceived Human Resource Effectiveness

2021 ◽  
pp. 232209372199719
Author(s):  
Shiza Kazmi ◽  
Fizza Kanwal ◽  
Kashif Rathore ◽  
Kiran Faheem ◽  
Arooj Fatima
Keyword(s):  
Transformational Leadership ◽  
Human Resource ◽  
Structural Equation ◽  
Reliability And Validity ◽  
Organisational Learning ◽  
Survey Method ◽  
Learning Capability ◽  
Mediating Role ◽  
The Relationship

The study investigates the relationship between transformational leadership (TL) and organisational learning capability (OLC) and explores the mediating role of human resource (HR) effectiveness. A quantitative survey method was used to gather data from the software industry in Pakistan through a self-administered questionnaire ( N = 504). Both exploratory and confirmatory factor analyses were conducted to check the reliability and validity of the research instrument. In addition, structural equation modelling (SEM) was used to test the proposed hypotheses. Research findings have demonstrated that TL positively affects OLC in software companies. Moreover, perceived HR effectiveness mediates the relationship between TL and OLC. Current research has several theoretical and practical implications as it extends the ability-motivation-opportunity (AMO) theory by considering perceived HR effectiveness as an important facilitator of a firm’s learning capability. This study provides valuable insights for organisational leaders to ensure HR effectiveness in terms of HR practices including recruitment, training and compensation for the development of learning capabilities. It also recommends managers to adopt TL for utilising HR effectiveness in order to improve learning at an organisational level.

The Effect of Prestige Sensitivity on Price Acceptance in Vietnam’s Mobile Phone Market

2018 ◽  
pp. 97-112
Author(s):  
Huyen Thi Nguyen ◽  
Ngoc Minh Nguyen
Keyword(s):  
Mobile Phone ◽  
Mobile Phones ◽  
Structural Equation ◽  
Sampling Method ◽  
Product Knowledge ◽  
Mediating Role ◽  
Modelling Method ◽  
Equation Modelling ◽  
Convenience Sampling

The purpose of this study is to examine the effect of prestige sensitivity on mobile phone customer’s price acceptance in Vietnam and the mediating role of product knowledge and price mavenism on this relationship. We used the convenience sampling method for data collection via questionnaires with a sample of 605 consumers who purchased mobile phones. The collected data was analysed by applying a structural equation modelling method. The result indicates that prestige sensitivity has both direct and indirect effects on price acceptance via product knowledge and price mavenism. The findings suggest that prestige sensitivity can be used as a market segmentation criterion for mobile phones when making price decisions and providing customers with adequate information could improve price acceptance.

An Examination of Innovation Capabilities and Corporate Reputation in Banking Sector

2021 ◽  
pp. 227868212110451
Author(s):  
Jalal Rajeh Hanaysha
Keyword(s):  
United Arab Emirates ◽  
Corporate Reputation ◽  
Structural Equation ◽  
Banking Sector ◽  
Partial Least Square ◽  
Least Square ◽  
Marketing Innovation ◽  
Equation Modelling ◽  
Business Practitioners ◽  
Positive Effect

The aim of this study was to investigate the effect of innovation capabilities on corporate reputation in banking sector. A quantitative method was used for collecting the data and fulfilling the stated objective. Specifically, the data were collected from 188 employees in banking sector in the United Arab Emirates. The analysis for the collected data was conducted using the partial least square-structural equation modelling (PLS-SEM) approach. The findings indicated that product innovation as well as service innovation have significant positive impacts on corporate reputation. The results also confirmed that process innovation has a positive effect on corporate reputation. Finally, the outcomes verified that marketing innovation has a significant impact on corporate reputation. The results confirm the significance of innovation capabilities in enabling business practitioners in the banking sector to improve their businesses reputations and thrive in today’s dynamic market environment.

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.

Organisational Learning Capability of Malaysia SMEs: Examining the Effects of Entrepreneurial Orientation and Human-Capital Development Practices

2008 ◽  
Vol 07 (04) ◽  
pp. 219-230 ◽  
Author(s):  
Kwang Sing Ngui ◽  
Peter Songan ◽  
Kian Sam Hong
Keyword(s):  
Human Capital ◽  
Entrepreneurial Orientation ◽  
Structural Equation ◽  
Organisational Learning ◽  
Western Hemisphere ◽  
Equation Modeling ◽  
Human Capital Development ◽  
Learning Capability ◽  
Positive Effects ◽  
Capital Development

The current study built and empirically tested a model of the relationships between selected organisational variables, Organisational Learning (OL) capability and performance in the context of small- and medium-sized enterprises (SMEs) in Malaysia. Theoretical advances in the OL domain have been based on the experiences of large organisations in the western hemisphere. In response, the study focuses on analysing the OL capability of SMEs in a transitional economy, namely Malaysia. Structural equation modeling was applied to analyse the datasets from 256 manufacturing and services SMEs. Statistical results showed that entrepreneurial orientation and human-capital development practices have direct positive effects on SMEs' OL capability. It was further found that human-capital development practices mediated the relationship between entrepreneurial orientation and OL capability. This implied that while entrepreneurial orientation fosters the need for a strong OL capability, human-capital development practices serve as the mechanisms for developing such capability. Lastly, empirical evidence was provided to support the notion that OL capability enhances the performance of SMEs.

Structural capital, innovation capability, and size effect: An empirical study

2011 ◽  
Vol 17 (3) ◽  
pp. 307-325 ◽  
Author(s):  
Nekane Aramburu ◽  
Josune Sáenz
Keyword(s):  
Intellectual Capital ◽  
Structural Equation ◽  
Innovation Capability ◽  
Organizational Conditions ◽  
Structural Capital ◽  
Equation Modelling ◽  
Moderator Role ◽  
The Impact ◽  
Innovation Processes

AbstractThe aim of this paper is to analyze the impact of different organizational enablers – i.e. ‘structural capital’ – on the ideation stage of innovation processes from an ‘intellectual capital’ (IC) perspective. Considering company size as one of the most relevant contingent variables as regards organizational conditions, the moderator role of this variable is also examined. To gather information about the variables under study, a questionnaire has been designed and addressed to the CEOs of a set of 142 Spanish manufacturing firms with more than 50 employees and which carry out R&D activities. Structural equation modelling (SEM) based on partial least squares (PLS) has then been applied in order to test the hypotheses drawn from the research. The results obtained show the organizational components which exert the greatest impact on the ideation phase and, therefore, the priority aspects to work on, in order to enhance this particular dimension of the innovation capability.

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