scholarly journals Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company

2019 ◽  
Vol 5 (2) ◽  
Author(s):  
Tak Jie Chan ◽  
Mei Ling Goh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Least Squares ◽  
Future Study ◽  
Significant Relationship ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Survey Method ◽  
Equation Modelling ◽  
The Relationship

The study aims to investigate the relationship between service quality and customer satisfaction in a retail clothing company. The study utilized the SERVQUAL model to guide the study. Purposive sampling was applied in the study where quantitative (survey) method was employed with generating 140 valid responses. The data were then analyzed using Partial Least Squares Structural Equation Modelling through Smart-PLS 3.0. The results revealed that three (3) dimension of SERVQUAL (tangibles, empathy, and responsiveness) has a positive and significant relationship with customers. However, reliability and assurance yielded negative with customer satisfaction. In addition, out of the five determinants of SERVQUAL, assurance was found not significant to customer satisfaction. Conclusion, implications, and suggestions for future study are also discussed.

scholarly journals Risky Riding Behaviour Among Malaysian Young Motorcyclists

2018 ◽  
Vol 150 ◽  
pp. 05022
Author(s):  
Muhammad Safizal Abdullah ◽  
Muhammad Asyraf Mohamed Kassim ◽  
M. F. Mansor
Keyword(s):  
Social Science ◽  
Least Squares ◽  
Partial Least Squares ◽  
Direct Effect ◽  
Significant Relationship ◽  
Structural Equation Modelling ◽  
Sensation Seeking ◽  
Structural Equation ◽  
Equation Modelling ◽  
The Relationship

The main objective of this study was to explore the relationship between riding attitude, sensation seeking, anger and riding confidence with risky riding behaviour among motorcyclist at University Malaysia Perlis (UniMAP). Partial Least Squares of Structural equation modelling (SEM) and Statistical Package Social Science (SPSS) are utilized to determine the direct effect of the variables. The results discovered that riding attitude, sensation seeking, and anger had shown positive significant relationship towards risky riding behaviour while riding confidence has shown negative significant relationship towards risky riding behaviour.

scholarly journals Investigating the Relationship Among Social Media Addiction, Cognitive Absorption, and Self-Esteem

2021 ◽  
Vol 9 (2) ◽  
pp. 42-51
Author(s):  
Zeynep AKKUŞ ÇUTUK
Keyword(s):  
Social Media ◽  
Significant Relationship ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Self Esteem ◽  
Social Media Addiction ◽  
Equation Modelling ◽  
Cognitive Absorption ◽  
The Social ◽  
The Relationship

The present study aimed at testing a model developed to uncover the relationships among social media addiction, cognitive absorption, and self-esteem. This studys’ sample consisted of 361 university students, 198 of whom were females, and 163 were males. Data were collected using the Social Media Addiction Scale (SMAS), the Cognitive Absorption Scale (CAS), and the Rosenberg Self-Esteem Scale (RSES). Structural Equation Modelling (SEM) was used to analyse the data. The results showed a positive and significant relationship between cognitive absorption and social media addiction; thus, cognitive absorption predicted social media addiction. A negative and significant relationship between self-esteem and social media addiction was also found; thus, self-esteem predicted social media addiction.

scholarly journals The effect of soft skills, ethics, and value on the willingness of employers to continue recruiting UMT graduates

2021 ◽  
pp. 1689-1698
Author(s):  
Abdul Hafaz Ngah ◽  
Nurul Izni Kamalrulzaman ◽  
Fauzayani Ibrahim ◽  
Noor Azuan Abu Osman ◽  
Nur Asma Ariffin
Keyword(s):  
Least Squares ◽  
Partial Least Squares ◽  
Survey Data ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Online Survey ◽  
Soft Skills ◽  
Moderating Effect ◽  
Equation Modelling ◽  
The Relationship

This study aims to investigate the effect of soft skills and ethics and value on the employers’ willingness to continue recruiting Universiti Malaysia Terengganu (UMT) graduates, together with the moderating effect of knowledge on the relationship between soft skills and the employers’ willingness to continue recruiting UMT graduates. The study’s respondents comprised of 208 employers in Malaysia who responded through an online survey using Google Forms. The survey data was then analyzed using the Partial Least Squares Structural Equation Modelling (PLS-SEM), indicating that soft skills positively affected the employers’ willingness to continue recruiting UMT graduates. Nevertheless, ethics and value were found to be insignificant factors on the employers’ willingness to continue recruiting UMT graduates. It was also revealed that knowledge had the moderating effect on the relationship between soft skills and the employers’ willingness to continue recruiting UMT graduates. Therefore, universities were recommended to invest in soft skills and knowledge education to ensure that graduates met the employers’ professional recruitment standards in areas of expertise.

The Antecedents of Word-of-Mouth Behaviour

2014 ◽  
pp. 185-202
Author(s):  
Ho Yin Wong ◽  
Anthony Perrone
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Point Of View ◽  
Service Performance ◽  
Fit Indices ◽  
Equation Modelling ◽  
Post Purchase

The aim of this study is to undertake empirical research investigating the nature and magnitude of the determinants of word-of-mouth behaviour from the point of view of service performance and post-purchase perceptions. A quantitative study was undertaken. A theoretical model linking service quality issues and word-of-mouth behaviour was developed and tested using structural equation modelling of 280 surveyed participants at various day spa locations. All major fit indices from structural equation modelling methods show satisfactory results for the measurement and structural models. The results confirm significant relationships between the constructs in the model. While the quality of the product, customer service, and servicescape atmosphere lead to customer satisfaction, it is servicescape atmosphere and customer satisfaction that drive word-of-mouth behaviour. The results of this study provide insights to aid service providers and marketing professionals in the service industry in fully understanding that the enhancement of the delivery of high quality service, an accommodating environment, and instilling feelings of satisfaction with their customers will more likely lead to positive word-of-mouth referrals. One major limitation is that the survey was conducted within one industry in one country. The major value of this chapter is the establishment of the role of service quality on word-of-mouth behaviour. This research provides empirical results of the impacts of service performance and post-purchase perceptions on word-of-mouth behaviour.

Banking service quality provided by commercial banks and customer satisfaction. A structural equation modelling approaches

2018 ◽  
Vol 24 (4) ◽  
pp. 543 ◽  
Author(s):  
Main Naser Alolayyan ◽  
Sulieman Ibraheem Shelash Al Hawary ◽  
Anber Abraheem Shlash Mohammad ◽  
Bahaà Abdul Hafez Attallah Al Nady
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Commercial Banks ◽  
Structural Equation ◽  
Banking Service ◽  
Equation Modelling ◽  
Modelling Approaches

scholarly journals ANALYSIS OF SERVICE QUALITY ON BUILDIG LOYALTY BY USING STRUCTURAL EQUATION MODELLING METHOD (CASE STUDY IN MAJAPAHIT RAILWAYS)

2017 ◽  
Vol 1 (2) ◽  
pp. 57
Author(s):  
Eka Arista Anggorowati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Sampling Technique ◽  
Rolling Stock ◽  
Equation Modelling ◽  
Customer's Loyalty ◽  
The Government ◽  
Principal Elements

Train system is one of the transportation modes with some special characteristics that make it becomes an effective and efficient transportation system to increase the service quality. Although the AC economy class of Majapahit Railway has been officially opened by the government, it has not been able to fulfill the people’s need. It is proved with the decrease of number of passenger, and the increase of critics related to the service quality. This research aims to analyze the principal elements and the effect of service qualities towards the customer’s loyalty. The research was conducted through survey on the Majapahit railway users consisting of 200 respondents. The used sampling technique was non probability sampling with purposive sampling method. It applied Structural Equation Modelling in which the previous test was the classical assumptions. Based on the calculations, it is indicated that the variables of service quality in customer satisfaction and loyalty is significant. The principal elements that influence satisfaction and loyalty are the operational schedule, the rolling stock condition, station’s comfort and security, safety, ticket price, and how the passengers enjoy the travelling. Adjusted R square of 0.8246 shows that 82 percent of consumer’ loyalty can give impact on service quality and customer satisfaction.

scholarly journals Pengaruh Efikasi Guru Terhadap Stail Disiplin Guru

2017 ◽  
Vol 22 ◽  
pp. 62-75
Author(s):  
Nazri Halim ◽  
Yaakob Daud
Keyword(s):  
Teacher Efficacy ◽  
Least Squares ◽  
Partial Least Squares ◽  
Structural Equation Modelling ◽  
Primary Schools ◽  
Structural Equation ◽  
Great Influence ◽  
Survey Method ◽  
Sense Of Efficacy ◽  
Equation Modelling

Appropriate discipline style should be used by the teachers to discipline the students.Teacher are unsured and confused when handling student discipline and show the absence of a strong teacher efficacy.Thus, the objective of this study was to examine the influence of the teacher efficacy towards the Teacher Discipline Style, i.e: Supporter, Abdicator, Enforcer, Negotiator and Compromiser (Tomal,1999). Appropriate discipline style is determined by the highest rate of the teachers’ efficacy. The survey method used a cross sectional design that was carried out among 320 teachers who are the Disciplinary Committee members in national primary schools in Kedah and Perlis. Two instruments are used, Teachers’ Sense of Efficacy Scale (TSES) and The Teacher Discipline Five Style Inventory. Descriptive data are analyzed using SPSS version 19. Inferential statistics are analyzed by using Partial Least Squares Structural Equation Modelling 3(PLS-SEM 3). The findings show that the teacher efficacy has a great influence on Negotiator discipline style but has no influence on the Abdicator discipline style. The findings of this study can contribute to the Ministry Of Education (MOE) as a guide to the selection of a discipline teacher in school and also identify teachers that use the disciplinary style that has lower influence of teacher efficacy to take preventive action. Abstrak Stail disiplin yang sesuai perlu digunakan oleh guru untuk mendisiplinkan pelajar. Guru tidak pasti pasti dan keliru semasa mengendalikan disiplin pelajar dan menunjukkan ketiadaan efikasi guru yang mantap. Justeru, objektif kajian ini adalah mengkaji Pengaruh Efikasi Guru Terhadap lima Stail Disiplin Guru iaitu Penyokong, Penyerahan, Penguatkuasaan, Kompromi dan Penguatkuasaan (Tomal, 1999). Stail disiplin yang sesuai ditentukan melalui kadar efikasi guru yang paling tinggi. Kajian tinjauan menggunakan reka bentuk keratan rentas telah dijalankan terhadap 320 orang guru jawatankuasa disiplin daripada sekolah kebangsaan di Kedah dan Perlis. Dua instrumen digunakan iaitu Teachers’ Sense of Efficacy Scale – TSES), dan The Teacher Discipline Five-Style Inventory. Penganalisisan data deskriptif menggunakan SPSS versi 19. Statistik inferensi menggunakan Partial Least Squares Structural Equation Modelling (PLS-SEM 3). Dapatan kajian menunjukkan efikasi guru mempunyai pengaruh yang tinggi terhadap stail disiplin Perundingan Namun tidak mempunyai pengaruh terhadap stail disiplin Penyerahan. Dapatan kajian ini dapat memberikan sumbangan kepada Kementerian Pendidikan Malaysia (KPM) sebagai panduan pemilihan guru disiplin di sekolah serta mengenalpasti guru yang menggunakan stail disiplin yang mempunyai pengaruh efikasi yang rendah untuk dilakukan tindakan pencegahan. 

Relationships Between Universities and Enterprises

2018 ◽  
pp. 294-314
Author(s):  
António Carrizo Moreira ◽  
Ana Carolina Vallejo
Keyword(s):  
Literature Review ◽  
Least Squares ◽  
Partial Least Squares ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Academic World ◽  
Trust And Reputation ◽  
Equation Modelling ◽  
The University ◽  
The Relationship

The university-enterprise (U-E) relationship is a topic that has gathered much interest in the academic world. Universities seek to offer services and technology that help firms to build and foster a harmonious U-E relationship, allowing firms to continually renew their involvement in the relationship. This chapter seeks to analyze the role played by various factors—satisfaction, commitment as perceived by firms, perceived commitment by universities, trust, and reputation—in encouraging firms to continuously renew their involvement in the university relationship. A questionnaire was produced drawing on a literature review looking at U-E relationships, the results of which were then analyzed using partial least squares – structural equation modelling (PLS-SEM). Afyer analyzing 80 responses from firms involved in U-E relationships, it was possible to conclude that commitment of firms, reputation, and the perceived commitment of the universities are very important in the continuous participation of firms in U-E relationships.

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