scholarly journals Non-financial factors affecting the operational performance of hospitality companies: Evidence from Vietnam

2021 ◽  
Vol 19 (4) ◽  
pp. 48-62
Author(s):  
Trung Kien Phan ◽  
Thi Hong Thuy Nguyen ◽  
Thu Ha Dang ◽  
Van Thuan Tran ◽  
Kim Ngoc Le
Keyword(s):  
Service Quality ◽  
Market Orientation ◽  
Structural Equation ◽  
Equation Modeling ◽  
Factors Affecting ◽  
Financial Factors ◽  
Hotel Performance ◽  
Daily Rate ◽  
Level Of Knowledge ◽  
Positive Direct

Non-financial factors including quality of services, the flexibility of a company, utilization of resources, and market orientation are regarded as significant determinants that enhance the profitability-based performance of a service company or a hotel. The study investigated the interaction between these factors and hotel operating performance measured by the hospitality performance and results indicators. Data on 346 executives of Vietnam’s hospitality companies were collected. A structural equation modeling (SEM) method was utilized to examine the positive-direct and moderating effects of non-financial factors on hotel performance in terms of occupancy rate (OCR), average daily rate (ADR), and the revenue per available room (RevPAR). The findings showed that service quality ( = 0.118, p < 0.05), flexibility ( = 0.173, p < 0.05) and resource utilization (= 0.172, p < 0.05) positively affected the performance of Vietnam’s hospitality companies. Meanwhile, innovation showed no direct influence (p = 0.068) but an indirect impact on the performance through service quality ( = 0.311, p < 0.05). Market orientation did not impact the performance (p = 0.076) but it positively affected both innovation ( = 0.322, p < 0.05) and service quality ( = 0.146, p < 0.05). The study contributed to a theoretical enhancement of the current level of knowledge on the factors that affect the performance and developed a reliable scale for measuring the performance of hotels in Vietnam.

Relationships among lean, service quality expectation and performance in hospitals

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Assadej Vanichchinchai
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Measurement Instruments ◽  
Quality Performance ◽  
Content Type ◽  
Confirmatory Factor ◽  
Outpatient Departments ◽  
And Performance ◽  
Positive Direct

Purpose The purpose of this study is to investigate the links between lean, service quality expectation (SQE) and service quality performance (SQP) in outpatient departments (OPD). Design/methodology/approach The measurement instruments were developed from a comprehensive literature review, then verified by experts and confirmatory factor analysis. Multiple responses were applied to improve the reliability of data obtained from 220 Thai hospitals. The hypotheses were tested with linear regression and path analysis of structural equation modeling. Findings It was found that lean has significant positive impacts on all SQP dimensions (i.e. tangibility, reliability, responsiveness, assurance and empathy) and on overall SQP. SQE has significant positive direct effects on lean and SQP, and has a significant positive indirect effect on SQP through lean. Originality/value This is one of the first examples of research to present insights into the relationships between lean, SQE and SQP in OPD.

The effect of CRM implementation on pharmaceutical industry’s profitability

2016 ◽  
Vol 39 (8) ◽  
pp. 854-878 ◽  
Author(s):  
Nedra Bahri-Ammari ◽  
Khalid S. Soliman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Content Type ◽  
Factors Affecting ◽  
Quality Perception ◽  
Significant Relationships ◽  
The Impact

Purpose The aim of this study is examine customer relationship management (CRM) effect on enhancing customer satisfaction and on improving customer retention. In this study, the impact of CRM on loyalty in the pharmaceutical sector in Tunisia is studied. Service quality perception, customer satisfaction, loyalty, retention and firm profitability have been tested as independent variables. This study highlights the importance of CRM and service quality perception in maintaining a sustainable and profitable relationship with customers. Design/methodology/approach A survey research design was used to collect data. In total, 221 respondents from 5 pharmaceutical companies in Tunisia were involved in the study. Exploratory and confirmatory analyses were adopted to examine the effect of CRM technology on profitability. Structural equation modeling was used to validate results. Findings The results show that there are significant relationships between CRM and quality perception, satisfaction and loyalty. However, there are no significant relationships either between CRM and retention or between CRM and profitability. Research limitations/implications Fitting CRM scale with the context of the study and the number of the survey companies was the limitation of this research. Practical implications This study provides significant results to practitioners to understand the role of establishing a CRM strategy and to understand the selected factors affecting customer satisfaction and retention as well. Originality/value This study was conducted in Tunisia to contribute to enrich literature in the implementation of information technology and customer satisfaction.

scholarly journals The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service

2021 ◽  
Vol 7 (2) ◽  
pp. 116
Author(s):  
Justine Roy Balinado ◽  
Yogi Tri Prasetyo ◽  
Michael Nayat Young ◽  
Satria Fadil Persada ◽  
Bobby Ardiansyah Miraja ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Automotive Industry ◽  
Structural Equation ◽  
Equation Modeling ◽  
Factors Affecting ◽  
Customer Expectations ◽  
Significant Relationships ◽  
Customer Trust

Assessment of service quality has been widely utilized in after-sales service, especially in the automotive industry. The purpose of the study was to determine factors affecting customer satisfaction in an automotive after-sales service at Toyota Dasmarinas-Cavite Philippines by utilizing the SERVQUAL approach. Several SERVQUAL dimensions such as tangibles, reliability, responsiveness, assurance, and empathy were analyzed simultaneously to the customer satisfaction. Structural equation modeling (SEM) indicated that among the five SERVQUAL dimensions, reliability and empathy were found to have significant relationships to the satisfaction of customers at Toyota Dasmarinas-Cavite Philippines. Interestingly, tangibles, responsiveness, and assurance were found to have no significant relationships to satisfaction. The servicing dealer must deliver a high quality of service to meet customer expectations and achieve high customer satisfaction, which subsequently builds customer trust towards the company. With these, customer retention and loyalty can be attained by the company that can also increase the company’s profit and competitive advantage.

scholarly journals the The Effect of Job Responsibility, Emotional Intelligence, and Leadership on the Service Quality of Expert Staff for the People’s Representative Council of Indonesia

2020 ◽  
Vol 8 (`10) ◽  
pp. 1956-1963
Author(s):  
Moch. Aly Taufiq ◽  
R. Madhakomala ◽  
Yetti Supriyati
Keyword(s):  
Emotional Intelligence ◽  
Service Quality ◽  
Direct Effect ◽  
Indirect Effect ◽  
Structural Equation ◽  
Total Population ◽  
Equation Modeling ◽  
Positive Direct ◽  
Positive Effect

This study was conducted to determine the effect of work responsibility, emotional intelligence, and leadership on the service quality of the expert staff of the People’s Representative Council of Indonesia (DPR RI). This study focused on the service quality of expert staff in the DPR RI using a quantitative approach with Structural Equation Modeling (SEM) method. 325 expert staffs of DPR RI from a total population of 1,725 were involved as the sample of this study. The empirical testing indicates that (1) there is a positive direct effect of job responsibility on service quality; (2) There is a positive direct effect of emotional intelligence on service quality; (3) There is a positive direct effect of leadership on service quality; (4) There is a positive direct effect of job responsibility on leadership; (5) There is a positive effect of emotional intelligence and leadership; (6) there is a significant positive indirect effect of job responsibility on service quality through leadership as the moderating variable; (7) the indirect effect of emotional (X2) on the service quality through leadership is positive and significant.

Factors Affecting the Use and Consequences of Management Accounting Practices in A Transitional Economy: The Case of Vietnam

2016 ◽  
pp. 54-73 ◽  
Author(s):  
Anh Doan Ngoc Phi
Keyword(s):  
Significant Influence ◽  
Quantitative Data ◽  
Structural Equation ◽  
Qualitative Data ◽  
Management Accounting ◽  
Transitional Economy ◽  
Equation Modeling ◽  
Enterprise Performance ◽  
Factors Affecting

This study seeks to help fill an important gap in the literature by investigating factors that have facilitated the use of management accounting practices (MAPs) in Vietnam - a transitional economy. Data were collected from 220 medium-to-large enterprises. Follow-up interviews were conducted with 20 accounting heads/vice heads to obtain further information and clarification. The quantitative data collected was analyzed using both descriptive and inferential statistics (including t-tests and structural equation modeling), while the qualitative data was used to shed further light on the various relationships described by the quantitative analysis. This paper reveals that both decentralization and competition have a positive, significant influence on the use of new MAPs except for the old ones. Consequently, the use of MAPs has a positive, significant influence on enterprise performance.

A Study on Factors Affecting on Customer Intention to Use the Express Bus

2018 ◽  
Vol 34 (5E) ◽  
Author(s):  
Phuong Nguyen Van ◽  
Hieu Trung Nguyen ◽  
Toan Bao Le
Keyword(s):  
Local Government ◽  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Model ◽  
Corporate Image ◽  
Organizational Image ◽  
Factors Affecting ◽  
Managerial Implications

The improvement of transit service quality is an essential role in developing urban and interstate transportation. The local government, as well as bus service companies, should understand the behavioral intention of passengers to meet their expectation and requirements. This paper aims to highlight such behavioral decision and investigate dominant factors that influence the customers’ decision to use the express bus. The study explores the case of express bus companies in Tay Ninh province, Vietnam. By using the structural equation model approach to analyze the data collected from 295 passengers, who have experienced in using the express bus, the results reveal that service quality has a significantly positive relationship with both perceived value and corporate image. Specifically, customer satisfaction and organizational image also positively influence behavioral intention. Meanwhile, service quality indirectly affects on behavioral intention throughout perceived value and corporate image. Based on the findings, we provided some insightful managerial implications and recommendations to managers of bus carriers, and valuable practical suggestions to policymakers in the local government of Tay Ninh province to improve the service quality to encourage more citizens to use the express bus.

Analisis Peranan Kepuasan Dan Komitmen Sebagai Perantara Pengaruh Kualitas Jasa Tutorial Online Terhadap Loyalitas Mahasiswa

2018 ◽  
Vol 9 (2) ◽  
pp. 18-32
Author(s):  
Andy Mulyana ◽  
Devi Ayuni
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Influence ◽  
Management Program ◽  
Equation Modeling ◽  
Online Tutorial ◽  
Student Loyalty ◽  
The Relationship ◽  
Positive Effect

This study aims to evaluate the role of satisfaction and commitment as mediating the effect of service quality on student loyalty as the user of Open University's Online Tutorial. Based on data analysis on student of Management program 229 as respondents with Structural Equation Modeling (SEM), this study found the relationship between: (1) positive influence of service quality to satisfaction and loyalty of students using tuton; (2) the positive effect of satisfaction on student loyalty using tuton; (3) satisfaction is a mediator between service quality and loyalty of students using tuton. Conversely, commitment has no positive effect on student loyalty as a tuton user. In addition, commitment does not mediates the effect of satisfaction on the loyalty of tuton users. Keywords: service quality, satisfaction, commitment, loyalty

Examining Psychosociocultural Influences as Predictors of Black College Students’ Academic Self-Concept and Achievement

2020 ◽  
pp. 009579842097979
Author(s):  
Samuel T. Beasley ◽  
Shannon McClain
Keyword(s):  
College Students ◽  
Academic Engagement ◽  
Structural Equation ◽  
Black College ◽  
Self Concept ◽  
Equation Modeling ◽  
Black College Students ◽  
Grade Point ◽  
Racial Centrality ◽  
Positive Direct

Using the psychosociocultural framework, this study concurrently examined the influence of psychological (academic self-concept and academic engagement attitudes), social (caring student-faculty relationships), and cultural variables (racial centrality and perceived university environment) on the academic achievement of Black college students. Participants were 247 Black collegians recruited from a large, Southwestern predominately White institution. Results of structural equation modeling largely supported hypothesized relationships between variables, accounting for 16% of the variance in grade point average (GPA), 75% of the variance in academic engagement, and 29% of the variance in academic self-concept. Results revealed two positive direct paths to GPA: (a) racial centrality and (b) academic self-concept; academic self-concept had a key role in facilitating indirect effects on academic engagement and GPA. Findings highlight multiple noncognitive predictors that can facilitate Black students’ academic functioning. Research and practice implications of these findings are outlined.

Information technologies and seaport operational efficiency

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sandra Adabere ◽  
Kwame Owusu Kwateng ◽  
Esther Dzidzah ◽  
Francis Tetteh Kamewor
Keyword(s):  
Structural Equation ◽  
Information Technologies ◽  
Operational Efficiency ◽  
Sub Saharan Africa ◽  
Primary Data ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
Sub Saharan ◽  
Positive Direct

PurposeThe introduction of information technology (IT) in port operations has been a tremendous contributor to transformation in world trade. This study was carried out to examine the influence of IT on the efficiency of seaport operations.Design/methodology/approachThe study is quantitative in nature, and it relied on a closed-ended self-administered questionnaire to collect primary data. Structural equation modeling (SEM) was used to test the theoretical model and hypothesis.FindingsThe results indicate that IT has a positive direct effect on port operational efficiency (OE) and an indirect effect on port OE through organizational culture (OC). The mediating role of OC is statistically insignificant.Originality/valueThis is among the first few attempts in Sub-Saharan Africa (SSA) that provides researchers with a contemporary view of IT and seaport operations.

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