Winning the Loyalty of International Customers: A Perspective from the International Patients in India

2021 ◽  
pp. 231971452110110
Author(s):  
Huma Sethi
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Medical Tourism ◽  
Customer Relationship ◽  
Primary Data ◽  
Cross Sectional ◽  
Competitive Edge ◽  
Equation Modelling ◽  
The Relationship ◽  
Structured Questionnaire

This article explores on how to win satisfaction and loyalty of customers travelling beyond national borders to avail services. The study investigates the effect of customer relationship management (CRM) practices on satisfaction and loyalty of international patients travelling to Indian hospitals. Given the challenges faced by the corporate hospitals in context to international patients, this article identified and discussed the relationship between CRM, customer satisfaction and customer loyalty. The study is based on a cross-sectional analytic study design, wherein primary data was collected through a structured questionnaire on a 5-point Likert scale from 419 respondents and processed through descriptive statistics and structural equation modelling using SPSS AMOS 20*. ‘Trust’ as a driver of CRM was found to be the most important predictor of satisfaction and loyalty, thus strategies around this element shall guide the corporate hospitals in establishing India as a medical tourism hub and having a competitive edge.

Women’s Participation in Self-Care and the Importance of Paying Attention to Cultural Capital: A Cross-Sectional Study among Women in Yazd (Iran)

2021 ◽  
pp. 0272684X2110334
Author(s):  
Hamideh Shiri Mohammadabad ◽  
Seyed Alireza Afshani
Keyword(s):  
Cultural Capital ◽  
Structural Equation ◽  
Self Care ◽  
Cross Sectional Study ◽  
Fit Indices ◽  
Cross Sectional ◽  
Equation Modelling ◽  
Women's Participation ◽  
Significant Difference ◽  
The Relationship

The present study aimed to investigate the relationship between women's cultural capital and self-care. A survey was employed with a sample size of 737 women living in the marginal, middle, and upper areas of Yazd in terms of socioeconomic characteristics. Data were analyzed using structural equation modelling by SPSS and Amos version 24. The results revealed that the effect of cultural capital on self-care was positive and significant (β = 0.46, p < 0.001). The effectiveness rates of cultural capital on women's self-care in the marginal, middle, and upper areas were 0.44, 0.32 and 0.45, respectively (p < 0.001). Besides, there was no significant difference between the intensity of the relationship between cultural capital and self-care in the three areas (CR < 1.96). The fit indices also indicated that the model had a good fit (CMIN/DF = 2.560, NFI = 0.916, RMSEA = 0.033, CFI = 0.946, TLI = 0.922, GFI = 0.963, IFI = 0.947).

Market Orientation, Customer Relationship Management (CRM) Implementation Intensity, and CRM Performance

2015 ◽  
pp. 149-172
Author(s):  
Bryan Soh Yuen Liew ◽  
T. Ramayah ◽  
Jasmine A. L. Yeap
Keyword(s):  
Market Orientation ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Positive Impact ◽  
Relationship Management ◽  
Positive Influence ◽  
Customer Relationship ◽  
Equation Modeling ◽  
The Relationship ◽  
Technology Trends

The Web hosting industry is characterized by the rapid growth of information technology trends as well as constantly growing competition. Market orientation and Customer Relationship Management (CRM) are thought of as key solutions to this predicament. Thus, the purpose of this study was to test the effect of market orientation on CRM implementation intensity and subsequently the effect of CRM implementation intensity on CRM performance. Data was collected via online questionnaires from 81 online Web hosting companies around the world and analyzed using Partial Least Squares structural equation modeling technique. The results indicated that market orientation had a significant positive impact on CRM implementation intensity and CRM implementation intensity had a direct positive influence on CRM performance. A test of mediation also confirmed that CRM implementation intensity mediated the relationship between market orientation and CRM performance. Implications of these findings are further explored.

scholarly journals The importance of good aquaculture practices in improving fish farmer’s income

2015 ◽  
Vol 42 (12) ◽  
pp. 1090-1105 ◽  
Author(s):  
Roslina Kamaruddin ◽  
Amir Hussin Baharuddin
Keyword(s):  
Structural Equation ◽  
Empirical Studies ◽  
Primary Data ◽  
Pond Management ◽  
Content Type ◽  
Equation Modelling ◽  
The Relationship ◽  
Brackish Water Fish ◽  
Better Than ◽  
Significant Factors

Purpose – The purpose of this paper is to identify the level of good aquaculture practice (GAqP) among aquaculture farmers; and to analyse the factors influence the level of practice and the importance of GAqP in increasing farmer’s income. Design/methodology/approach – Primary data were obtained through a survey conducted on 216 aquaculture pond fish farmers. The descriptive study was employed to identify the profile of respondents and their level of GAqP practices. The structural equation modelling (SEM) method was applied to analyse the factors influence the level of GAqP practice, and the influence of GAqP on the total income of aquaculture farmers. Findings – The results showed that the pond management by brackish water fish farmers is better than freshwater fish farmer, indicated by 77 per cent of them adopt GAqP at a level of 60 per cent and above, as compared to only 20 per cent by freshwater farmers. Physical and human assets were revealed to be most significant factors influence the practice of GAqP. The results also proved that GAqP was among the significant factor contributes to increasing in farmers’ household income; in addition to their other livelihood assets. Originality/value – To the best of the author’s knowledge, this is the very first study that employs SEM method to analyse the relationship between GAqP with livelihood asset and farmer’s income simultaneously in Malaysia. Furthermore, since the empirical studies related to GAqP is very few, the study will contribute to development of knowledge in the field of aquaculture.

A Review of Contemporary Research on the Relationship Between Occupational Stress and Social Support: Where Are We Now?

2009 ◽  
Vol 2 ◽  
pp. 44-63 ◽  
Author(s):  
Martha Knox Haly
Keyword(s):  
Social Support ◽  
Longitudinal Studies ◽  
Structural Equation ◽  
Focal Point ◽  
Theoretical Models ◽  
Cross Sectional ◽  
Equation Modelling ◽  
The Relationship ◽  
Support Model

AbstractThe Occupational social support model has been described as producing weak and inconsistent results. There have been assertions that it has lost its popularity as an explanatory construct. However, lack of social support within workplaces has been implicated in the majority of work stress claims and is becoming a focal point of safety prosecutions against Australian employers for failure to provide a psychologically safe workplace. This article presents a review of contemporary (since 1999) cross-sectional and longitudinal studies that measure supervisory or co-worker support as a variable of interest in the published literature. The review examines the theoretical models, as well as general findings associated from over 61 studies. While there is substantial variation in the magnitude of effects, the majority of studies consistently produce positive evidence of the role of social support in offsetting the effects of strain. The review notes several well-constructed longitudinal studies, the increasing popularity of structural equation modelling, and the continued dominance of the Job Demands Control Support Model. The discussion includes consideration of studies where no mitigating effect was found for social support, and concludes that the magnitude of social support effect is determined by the history and context of social support being offered.

scholarly journals Exploring t he Relationship Between “COVID-19” Experiences and People’s Health Anxiety: Evidence from the Third Wave of COVID-19

2021 ◽  
Vol 74 (1-3) ◽  
Author(s):  
Aman Ullah
Keyword(s):  
Logistic Regression Model ◽  
Multivariate Analyses ◽  
Health Anxiety ◽  
Primary Data ◽  
Third Wave ◽  
Cross Sectional ◽  
The Third ◽  
Sustained Recovery ◽  
The Relationship ◽  
Structured Questionnaire

ABSTRACT The current study aims to explore and investigate the relationship between the experiences of COVID-19 and health anxiety among people. The study design adopted in this study was cross-sectional and primary data were collected from 500 respondents through a structured questionnaire in District Mardan-Pakistan. Bivariate and Multivariate analyses were carried out for measuring the relationship between “COVID-19” experiences and health anxiety, while cause and effects of the mentioned variables were analysed through a logistic regression model. The findings of the study revealed that the prevalence of health anxiety was found highly significant with the “COVID-19” experience. It has been inferred from the study’s findings that those people who experienced “COVID-19” had symptoms of health anxiety. The prevalence of health anxiety was found highly significant with “COVID-19” among older people. Establishing psychological and rehabilitation centres for sustained recovery of the “COVID-19” affected people, has also been suggested.

scholarly journals Identifying Factors of Indian Health System and Their Influence for Providing Good Customer Care

2021 ◽  
Vol 16 (4) ◽  
pp. 1-17
Author(s):  
Meenakshi Sood ◽  
Arun Aggarwal ◽  
Sahil Gupta ◽  
Sanjay Rastogi
Keyword(s):  
Health System ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Service Industry ◽  
Customer Relations ◽  
Customer Relationship ◽  
Indian Health ◽  
Equation Modelling ◽  
Customer Care ◽  
Legitimate Expectations

Customer relationship management is important for any service industry as a satisfied customer is likely to remain loyal, spread publicity thereby ensuring profits to the organizations. Healthcare is an important and fast-growing service industry in which patient is the customer and maintaining good relationship with them is highly profitable. Good customer relationship comes from an understanding of patients’ expectations and what factors lead to patient satisfaction. WHO in its report in 2000 introduced the Concept-Responsiveness, which deals with ‘meeting the universal, legitimate expectations of the patients. This study identifies factors related to patients’ expectations, satisfaction and hence good customer relations in Indian health system. Structural equation modelling was used to measure the influence of the factors suggested. The results show significant influence of patient’s expectations on customer relationship.

Impact of customers' interpersonal interactions in social commerce on customer relationship management performance

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Md Shamim Hossain ◽  
Mst Farjana Rahman ◽  
Xiaoyan Zhou
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Equation Modeling ◽  
Interpersonal Interactions ◽  
Social Commerce ◽  
Content Type ◽  
The Impact

PurposeSocial commerce is a subpart of electronic commerce (e-commerce), where social media is forced to support user contributions. The purpose of this study is to measure the impact of customers' interpersonal interactions in social commerce on customer relationship management (CRM) performance, based on the flow, commitment-trust and stimulus–organism–response (SOR) theories.Design/methodology/approachOn the basis of the SOR framework, the authors developed a study model to determine the impact on CRM performance of customers' interpersonal interactions in social commerce. The primary data of the study were collected from 640 users of social commerce through a web questionnaire during the COVID-19 (coronavirus disease 2019) pandemic situation, and the authors tested the study model using the approach of covariance-based structural equation modeling (SEM).FindingsResults of the current study reveal that customers' interpersonal interactions in social commerce optimistically influence their perceived flow. Moreover, perceived flow absolutely controls users' trust and CRM performance. In turn, collective users' trust positively influences users' commitment and CRM performance. Finally, collective users' commitment absolutely influences the performance of CRM.Practical implicationsThe authors provide a valuable contribution to the theoretical field of online marketing and CRM. Besides, the findings of this study are relevant for marketers to know the issues for increasing customer trust, commitment and performance of CRM.Originality/valueThe current study develops a model based on the flow, commitment-trust and stimulus–organism–response (SOR) theories. The authors' research is the first to estimate the effect of customers' interpersonal interactions in social commerce on CRM performance.

Determinants and outcomes of brand hate

2017 ◽  
Vol 26 (1) ◽  
pp. 13-25 ◽  
Author(s):  
Sabrina M. Hegner ◽  
Marc Fetscherin ◽  
Marianne van Delzen
Keyword(s):  
Structural Equation ◽  
Design Methodology ◽  
Survey Design ◽  
Behavioral Outcomes ◽  
Primary Data ◽  
Cross Sectional ◽  
Content Type ◽  
Equation Modelling ◽  
Main Determinants ◽  
Brand Hate

Purpose The purpose of this paper is to explore and discuss the concept of brand hate. The authors present a taxonomy of the main determinants and outcomes of brand hate and empirically assess our model. Design/methodology/approach A survey design using cross-sectional primary data from 224 German consumers was used. Hypotheses related to determinants and outcomes of brand hate were tested by means of structural equation modelling. Findings Findings show that brand hate is triggered by three determinants (negative past experience, symbolic incongruity, ideological incompatibility) and leads to three behavioral outcomes (brand avoidance, negative word-of mouth, brand retaliation). Originality/value This paper explores and outlines theoretically and empirically the determinants and outcomes of brand hate. It also provides a useful taxonomy of brand hate.

Customer relationship management and patient satisfaction and loyalty in selected hospitals in Ghana

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gordon Abekah-Nkrumah ◽  
Maame Yaa Antwi ◽  
Stephen Mahama Braimah ◽  
Charles Gyamfi Ofori
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Relationship Management ◽  
Appropriate Technology ◽  
Customer Relationship ◽  
Content Type ◽  
Patient Loyalty ◽  
The Relationship

Purpose This paper aims to examine the effect of customer relationship management (CRM) on patient satisfaction and patient loyalty, controlling for other socio-demographic characteristics. Design/methodology/approach The study used a two-stage sampling process and structured questionnaires to collect data from 788 patients from three health facilities (public, quasi-public and private) in Greater Accra, Ghana. The data collected was analyzed using descriptive statistics and regression via the partial least squares-based structural equation model. Findings The results suggest that CRM is significantly positively correlated with patient satisfaction and patient loyalty, with patient satisfaction also significantly correlated with patient loyalty. Additionally, the results suggest that the introduction of education, health facility ownership, health insurance status and gender, neither impact significantly on the relationship between CRM and patient satisfaction/patient loyalty nor influenced patient satisfaction and patient loyalty directly. Research limitations/implications The findings of the current paper can have substantial practice implications for operators in the health-care industry in Ghana. CRM components such as service quality, customer service, communication and the use of appropriate technology to deliver service will be fundamental if organizations operating in the health-care ecosystem in Ghana are to be able to compete effectively. Originality/value This is one of the very few papers on the relationship between CRM and patient satisfaction and patient loyalty in African health-care literature. Thus, the findings of the paper can constitute a great resource not only to academics but also to practitioners who are looking to be competitive in the health-care market.

scholarly journals User Antecedents, CRM Implementation and Impact on Customer Outcomes in Jordanian Service Industry

2022 ◽  
Vol 13 (1) ◽  
pp. 0-0
Keyword(s):  
Structural Equation ◽  
Service Industry ◽  
User Involvement ◽  
Customer Relationship ◽  
Policy Makers ◽  
Equation Modelling ◽  
Modelling Techniques ◽  
The Impact ◽  
Customer Outcomes ◽  
Structured Questionnaire

The implementation of Customer Relationship Management (CRM) has become increasingly important to scholars and practitioners over the last two decades. This study examined the relationships between user antecedents, CRM implementation, and customer outcomes. Its aims were to identify CRM user antecedents, explore the impact of these antecedents on CRM implementation, and examine the connection between CRM implementation and customer outcomes: loyalty, retention, and satisfaction. A quantitative method was employed consisting of a structured questionnaire. A total of 290 completed questionnaires were returned and analyzed with structural equation modelling techniques. The results indicated there were significant positive relationships between four out of five antecedents and CRM implementation; however, an impact of user involvement was not supported by the data. CRM implementation was also found to positively affect all three customer’s outcomes: loyalty, retention, and satisfaction. These findings are of practical and theoretical value to practitioners, customers, and policy makers

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