scholarly journals Measuring Customer Service Experience in Offline and Online Retail Environments

2021 ◽  
Author(s):  
Kuo-Ming Chu
Keyword(s):  
Customer Service ◽  
Explanatory Power ◽  
Simultaneous Equation ◽  
Equation Model ◽  
Managerial Decision ◽  
Online Retail ◽  
Service Experience ◽  
Integrative Framework ◽  
Loyal Customer ◽  
The Impact

Spectacular shifts have been led to by The COVID-19 crisis in consumer behavior. Retailers will have to work hard to meet ever-evolving customer service experience with respect to the ways in which it may be differently affected by offline or online transactions in order to win and stay relevant. We suggest an integrative framework and construct customer service experience hypotheses, based on its antecedents and consequences that will contribute to academic study as well as managerial implications. The hypotheses are tested by a simultaneous equation model employing two data sets of the retail industry's offline and online customers. In this study, 571 samples of these businesses, 319 and 252 respondents from offline and online retail channels, respectively, were collected by means of an online web survey of consumers. The results show that the impact of consequences and antecedents of CSX differs based on the media utilized. The integrative framework of CSX in its online medium is far more effective than its explanatory power offline. The outcomes are reasonably counterintuitive in so far as they demonstrate that while most elements of CSX where a service is selected offline is the same in terms of customer loyalty and value equity, the emotional element related to the service provider is higher when the service is selected offline rather than online. These outcomes indicate that, contrary to popular fears, the online medium enables firms to develop a loyal customer foundation. These findings offer perceptivity into how an online channel could be used to better complement the offline channel, contributing towards new knowledge and understanding on CSX and how it may be utilized for managerial decision-making.

Remittances, Economic Growth and Poverty: A Case of African OIC Member Countries

2018 ◽  
Vol 57 (2) ◽  
pp. 121-143
Author(s):  
Nasim Shah Shirazi ◽  
Sajid Amin Javed ◽  
Dawood Ashraf
Keyword(s):  
Economic Growth ◽  
Financial Development ◽  
Poverty Reduction ◽  
Simultaneous Equation ◽  
Equation Model ◽  
Annual Data ◽  
Simultaneous Equation Model ◽  
African Countries ◽  
Alternative Source ◽  
The Impact

This paper investigates the impact of remittance inflows on economic growth and poverty reduction for seven African countries using annual data from 1992-2010. By using the depth of hunger as a proxy for poverty in a Simultaneous Equation Model (SEM), we find that remittances have statistically significant growth enhancing and poverty reducing impact. Drawing on our estimates, we conclude that financial development level significantly increases the remittances inflows and strengthens poverty alleviating impact of remittances. Results of our study further show a signficant interactive imapct of remittances and finacial develpment on economic growth, suggesting the substitutability between remittance inflows and financial development. We further find that 3 percentage point increase in credit provision to the private sector (financial development) can help eliminate the severe depth of hunger in the region. Remittances, serving an alternative source of private credit, can be effective in this regard. Keywords: Remittance Inflow, Poverty Alleviation, Financial Development, Simultaneous Equation Model

scholarly journals ANALYSIS OF THE IMPACT OF LEADERSHIP STYLE AND JOB SATISFACTION ON TURNOVER INTENTION THROUGH JOB STRESS AT CUSTOMER SERVICE (FRONTLINE) PT TIKI JALUR NUGRAHA EKAKURIR (JNE)

2019 ◽  
Vol 17 (1) ◽  
pp. 33
Author(s):  
Sri Mulyani ◽  
Hendra Gunawan
Keyword(s):  
Job Satisfaction ◽  
Job Stress ◽  
Customer Service ◽  
Leadership Style ◽  
Turnover Intention ◽  
Structural Equation ◽  
Equation Model ◽  
Primary Data ◽  
Negative Effect ◽  
The Impact

<p>The problem of this research was Turnover intention is a factor of discomfort experienced agent in a company. Turnover intention needs to get serious attention to the organization especially to leadership or manager so can applying force leadership proper and improve job satisfaction to reduce job stress in the company.<br />The purpose of this research was the effect of leadership style and job satisfaction toward Turnover intention throught job stress at customer service (frontline) PT Tiki Jalur Nugraha Ekakurir (JNE), Tomang Jakarta.<br />The methodology of this research was testing hypothesis. The data used were primary data collected from questionaire. The samples consisted of 164customer service (frontline)PT Tiki Jalur Nugraha Ekakurir (JNE), which were determined through purposive sampling method. The data were analyzed through Structural Equation Model (SEM) of AMOS version 23.0for Windows.<br />The results of the study showed that there have been negative effect and significant between leadership style and job satisfaction toward Turnover intention throught job stress. The role of job stress very dominant as a mediator the influence of leadership style and job satisfaction toward Turnover intention.<br />Implication of this research is expected to managers can increase the determinants job stress itself for example by raising job satisfaction (salary, reward, job promotion) and applying force leadership proper and able to adjust with all the work situation.</p>

scholarly journals The Impact of Interpersonal Communication toward Customer Satisfaction: The Case of Customer Service of Sari Asih Hospital

2018 ◽  
Vol 150 ◽  
pp. 05087
Author(s):  
Novalia Agung W. A.
Keyword(s):  
Customer Satisfaction ◽  
Interpersonal Communication ◽  
Customer Service ◽  
Private Hospital ◽  
Quantitative Approach ◽  
Perspective Theory ◽  
Loyal Customer ◽  
Good Customer Service ◽  
Theory Of Value ◽  
The Impact

Customer Service has a considerable role. In order to retain the loyal customer, their attitude should be friendly, courteous, patient, and willing to listen to what customer said. Good Customer Service should create customer satisfaction for it is the presence of customer determines the existence of the company. This condition is also true for hospital as it is the case of Sari Asih Hospital in Ciledug, Indonesia. Sari Asih Hospital is a private hospital whose average patients are more than 700 patients monthly. This study assume that the interpersonal communication might be the cause. In constructing the argument, this paper will use the Humanistic Perspective Theory and the Theory of Value Expectancy. Quantitative approach will be the method and the survey will use the accident sampling among customers. It was found that the Impact of Interpersonal Communication Sari Asih Hospital toward Customer Satisfaction is has possitive effect.

scholarly journals Cropland Diversions and Rural Nonfarm Population Change

1998 ◽  
Vol 30 (2) ◽  
pp. 353-362
Author(s):  
Evert Van der Sluis ◽  
Willis L. Peterson
Keyword(s):  
Population Change ◽  
Negative Influence ◽  
Simultaneous Equation ◽  
Equation Model ◽  
Simultaneous Equation Model ◽  
The Impact ◽  
The U.S

AbstractData from 100 farming-dependent counties in the U.S. are used to measure the impact of acreage reduction programs on the level of the rural nonfarm population. Results of a simultaneous equation model suggest that the programs had a negative influence on the number of rural nonfarm people, reducing the rural nonfarm population in these counties by an estimated 15-16% over the 1960-90 period.

scholarly journals THE IMPACT OF CRUDE PALM OIL PRICE ON RUPIAH’S RATE

2014 ◽  
Vol 16 (4) ◽  
pp. 295-314
Author(s):  
Hilda Aprina
Keyword(s):  
Exchange Rate ◽  
Real Exchange Rate ◽  
Palm Oil ◽  
Exchange Rate Regime ◽  
Simultaneous Equation ◽  
Equation Model ◽  
Crude Palm Oil ◽  
The World ◽  
The Stability ◽  
The Impact

Indonesia is a largest producer of Crude Palm Oil in the world, with increasing production and export from time to time. Since Indonesia now adopts a floating exchange rate regime, the export of such commodity may influence the real exchange rate, and this is the aim of this paper. By applying simultaneous equation model on data from 1984 to 2011, we conclude that the increase in CPO price will lead to an appreciation of Rupiah’s real exchange rate. As a major producer of CPO, the authority should be able to control the world price of crude palm oil to help controlling the stability of Rupiah’s rate. Keywords: CPO, simultaneous equation, real exchange rate.JEL Classification: E2

scholarly journals Keterkaitan Antara Kebiasaan Mencuci Tangan, Pengurangan Kemiskinan dan Angka Harapan Hidup:

MBIA ◽  
2021 ◽  
Vol 20 (1) ◽  
pp. 64-78
Author(s):  
Sari Lestari Zainal Ridho ◽  
Dina Mellita ◽  
Ade Wirman Syafei
Keyword(s):  
Life Expectancy ◽  
Data Processing ◽  
Poverty Reduction ◽  
Simultaneous Equation ◽  
Equation Model ◽  
Simultaneous Equation Model ◽  
Analysis Technique ◽  
The Impact ◽  
The Relationship ◽  
At Home

The purpose of this study was to assess the impact of handwashing on poverty reduction and life expectancy. The Covid-19 pandemic, which is ongoing and has not yet ended after more than a year in Indonesia, reminds us of the importance of maintaining health, especially through simple methods, namely washing hands frequently. Referring to previous research, health is an important factor that affects many things, including life expectancy and poverty. The existence of the Covid-19 pandemic seems to be an alarm that reminds us of the importance of getting used to washing hands frequently in an effort to maintain health. Therefore, this research is deemed necessary to use data from provinces in Indonesia. The relationship between handwashing habits and their effect on life expectancy and poverty reduction is also influenced by other interconnected variables, therefore data processing is carried out using the Simultaneous Equation Model analysis technique, as an effort to jointly examine the variables suspected to be the impact interrelated from this research. The results of this study indicate that the habit of washing hands in various provinces in Indonesia has a significant effect on life expectancy and poverty, so it needs to be continued and requires supportive policies, for example in the form of increasing awareness to stay healthy, stay save with more stay at home.   Abstrak Tujuan dari penelitian ini adalah menkaji dampak kebiasaan mencuci tangan terhadap pengurangan kemiskinan dan angka harapan hidup. Pandemi Covid-19 yang sedang berlangsung  dan belum kunjung usai setelah lebih setahun lamanya di Indonesia, mengingatkan kita pentingnya menjaga kesehatan, terutama melalui cara sederhana yaitu melakukan aktivitas sering mencuci tangan. Mengacu paada penelitian terdahulu kesehatan merupakan faktor penting yang berpengaruh terhadap banyak hal, diantaranya angka harapan hidup dan kemiskinan. Keberadaan pandemi Covid-19 seolah menjadi alarm yang mengingatkan kita pentingnya untuk membiasakan sering mencuci tangan sebagai upaya menjaga kesehatan. karena itu penelitian ini dirasa perlu untuk dilakukan dengan menggunakan data dari provinsi-provinsi yang ada di Indonesia. keterkaitan kebiasaan mencuci tangan dan pengaruhnya terhadap angka harapan hidup dan pengurangan kemiskinan juga dipengaruhi oleh variabel-variabel lain yang saling terhubung, karena itu pengolahan data dilakukan dengan menggunakan teknik analisis Simultan Equation Model, sebagai upaya menelaah secara bersama sama variabel variabel yang diduga merupakan dampak yang saling berkaitan dari penelitian ini. Hasil penelitian ini menunjukkan bahwa kebiasaan mencuci tangan di berbagai provinsi di Indonesia memiliki pengaruh signifikan terhadap kemiskinan dan usia harapan hidup, sehingga perlu dilanjutkan dan memerlukan kebijakan yang mendukung, misalnya berupa peningkatan kesadaran untuk stay health, stay save dengan lebih banyak stay at home. Kata kunci: Kebiasaan Mencuci Tangan, Kemiskinan, Angka Harapan Hidup, Covid-19

scholarly journals The impact of inflation targeting on macroeconomic indicators in Ukraine

2020 ◽  
Vol 15 (2) ◽  
pp. 94-104
Author(s):  
Mykhailo Kuzheliev ◽  
Dmytro Zherlitsyn ◽  
Ihor Rekunenko ◽  
Alina Nechyporenko ◽  
Guram Nemsadze
Keyword(s):  
Monetary Policy ◽  
Emerging Economies ◽  
Inflation Targeting ◽  
Consumer Price Index ◽  
Policy Instruments ◽  
Simultaneous Equation ◽  
Equation Model ◽  
Policy Implications ◽  
Economic Indicators ◽  
The Impact

The correlation between macroeconomic dynamics and the inflation rate is the subject of many economic studies. The principles of monetary policy are developed in classical economics studies, which are based on the theories of Keynes, Phillips, Campbell, etc. However, classic approaches require practical validation, especially with regard to modern economic trends in times of crisis and emerging economies. Therefore, the purpose of the paper is to investigate and summarize the impact of inflation targeting and other key monetary policy instruments on fundamental economic indicators in Ukraine during periods of stability and crises. An empirical analysis is based on official statistics from Ukraine for 2011–2019. This study uses econometric methods (multivariate regression and simultaneous equation model), which are applied for the general and transmission impact of inflation on the estimation of economic growth. The results prove that inflation does not affect (less than 0.46 linear correlation) fundamental economic indicators during periods of real GDP growth and a quarterly CPI level of less than 2%. On the other hand, there are significant simultaneous regressions (more than 0.8 coefficients of determination) between unemployed, spending on real final consumption, hryvnia exchange rate and monetary policy instruments (discount rate, international reserves, amount of government bonds, M3 monetary aggregate) for periods when the quarterly CPI (consumer price index) is more than 2%. Therefore, the traditional monetary policy implications are discussed for emerging economies.

Determinants and implications of travel motivations: international travellers visiting Cappadocia

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Faruk Seyitoğlu ◽  
Özgür Davras
Keyword(s):  
Risk Perception ◽  
Structural Equation ◽  
Quantitative Research ◽  
Numerical Data ◽  
Equation Model ◽  
Content Type ◽  
Travel Motivation ◽  
Loyal Customer ◽  
Travel Motivations ◽  
The Impact

Purpose This paper aims to explore the determinants and implications of travel motivations of international tourists visiting the Cappadocia destination. Design/methodology/approach The quantitative research method focusing on numerical data was used to test the proposed hypotheses, and the survey technique has been used to collect data. The research participants consisted of 363 international tourists visiting the Cappadocia region/Turkey and spending at least one night there. Confirmatory factor analysis was performed using the AMOS 22 package program to ensure the scales’ construct validity. Then, the structural equation model was established to test the study’s hypothesis, and these hypotheses were tested with the help of path analysis. Findings As determinants of travel motivations, while electronic word of mouth (eWOM) has a positive effect on travel motivation dimensions, the impact of travel risk perception is negative. Moreover, from the dimensions of travel motivations, novelty/learning and socialization positively affect destination loyalty. However, the influences of escape and relaxation and self-development are meaningless. Besides that, travel risk perception strongly impacts eWOM. Practical implications Destination managers and practitioners must maintain a higher level of tourist motivation and reduce tourists’ travel risk perception levels to improve destination competitiveness by constituting a more loyal customer profile. Moreover, eWOM platforms should be used efficiently. Originality/value This study points to a functional multidimensional model that contributes to the literature and guides destination managers and practitioners. The proposed framework of determinants and consequences of tourists’ travel motivation can also be applied in other service contexts.

scholarly journals Exploring the Role of Service Delivery in Remarkable Tourism Experiences

2019 ◽  
Vol 11 (5) ◽  
pp. 1382 ◽  
Author(s):  
Dalilis Escobar Rivera ◽  
Marti Casadesús Fa ◽  
Paulo Alexandre Costa Araújo Sampaio ◽  
Alexandra Simon Villar
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Structural Equation ◽  
Measurement Scale ◽  
Equation Modeling ◽  
Survey Method ◽  
Frontline Employees ◽  
Service Experience ◽  
Service Staff ◽  
The Impact

The purpose of the article is to analyze through a service-experience framework the consequences and contingency factors of Service Delivery (SD) in Remarkable Tourism Experiences (RTE) and explore to what extent these factors interact to evoke delight behaviors in customers. The proposal was validated with empirical data from 284 tourists collected through survey method on remarkable experiences in hotels and restaurants. Both an exploratory and a confirmatory analysis were developed using structural equation modeling (SEM). The result highlights to what extent SD components identified (service staff, service availability, and customer service interaction) affect RTE and aid to evoke CD in tourists with high-quality memories. The service-experience model goes beyond the frontline employees with a service-oriented perspective to better understand the emerging factors that provide happiness in customers. The organizational staff is the most important component influencing a customer’s happiness and love feelings. The empirical findings support a model and measurement scale that allows analysis of the impact of SD component statements about customer delight (CD). The study shows the antecedents and interactions among SD emergent factors in RTE, specifically regarding CD behavior. The model proposed in this study links SD components and basic emotions and has important practical implications.

Sign in / Sign up

Export Citation Format

Share Document