scholarly journals Peran Kepuasan Konsumen Sebagai Pemediasi Praktek Kualitas dan Kinerja Bisnis UMKM di Kota Banda Aceh

2019 ◽  
Vol 4 (2) ◽  
pp. 266
Author(s):  
Nurbismi Nurbismi ◽  
Endra Gunawan
Keyword(s):  
Customer Satisfaction ◽  
Business Performance ◽  
Model Analysis ◽  
Mediating Effect ◽  
Positive Effect ◽  
Banda Aceh

The Purpose of this research is to determine the effect of quality practice on customer satisfaction and business performance of small and medium entreprises in Banda Aceh. In the research, customer satisfaction employeed as intervening variable between quality practice and business performance. The sample of the research are 50 owners of small and medium entreprises, and then model analysis operarationalized by  hierarchical linier methods. The research found that quality practice has a significant and positive effect on customer satisfaction and business performance. The existence of customer satisfaction can be an intervening variable between business performance and quality practice. The mediating effect showed by customer satisfaction is partial mediating.

scholarly journals Mediating effect of relational capabilities in the relationship between entrepreneurial orientation and SMEs performance

2021 ◽  
Vol 17 (1) ◽  
pp. 129-146
Author(s):  
Nuryakin ◽  
Keyword(s):  
Entrepreneurial Orientation ◽  
Structural Equation ◽  
Business Performance ◽  
Theory And Practice ◽  
Mediating Effect ◽  
Significant Positive Effect ◽  
Central Java ◽  
Relational Capabilities ◽  
Positive Effect

Purpose: The aim of this research is to analyze empirical evidence of the effect of entrepreneurial orientations on SMEs' business performance. The previous study found that entrepreneurial orientation became an important key for an entrepreneur to enhance business performance. This study also examined the role of relational capabilities as an intervening variable to achieve business performance. Methodology: The sample in this study was the furniture SMEs in the region of central Java with a sample size of 208 SMEs. This study used purposive sampling methods. Structural Equation Modelling (SEM) was used to test results of the data analysis with the help of software AMOS/Amos Graph. Findings: The results of the study showed that entrepreneurial orientation has a significant positive effect on business performance. Entrepreneurial orientation has a significant positive effect on relational capabilities. Relational capabilities are mediated the positive relationship between entrepreneurial orientation and business performance significantly. Implications for theory and practice: The results of this study indicate the effect of entrepreneurial orientation on business performance and relational capabilities and mediating role of relational capabilities. Therefore, SMEs ought to develop relational capabilities with SMEs networks through strengthening entrepreneurial orientation to achieve SMEs' performance. Originality and value: The main contribution of the study from the combination of entrepreneurial orientation and relational capabilities of SMEs to enhance business performance.

scholarly journals Corporate governance, dynamic capabilities and business performance in companies listed in Brasil, Bolsa, Balcão S/A (B3 S/A)

2021 ◽  
Vol 14 (1) ◽  
pp. 182-201
Author(s):  
Flávia Lorenne Sampaio Barbosa ◽  
Jose Ednilson de Oliveira Cabral ◽  
João Carlos Hipólito Bernardes do Nascimento ◽  
Fabiana Pinto de Almeida Bizzaria
Keyword(s):  
Corporate Governance ◽  
Direct Effect ◽  
Business Performance ◽  
Dynamic Capabilities ◽  
Mediating Effect ◽  
Agency Conflicts ◽  
Corporate Governance Mechanisms ◽  
Final Sample ◽  
Positive Effect ◽  
Cross Section Method

Purpose- The main objective is to analyze the direct effect of Corporate Governance (CG) on Dynamic Capabilities (DCs) and on Business Performance (BP), and the moderating and/or mediating impact of DCs on the CG-BP relationship.Methodology- The quantitative analysis was performed through PLS-SEM. Data were collected through a survey involving companies listed in B3 S/A from 2014 to 2016, except for companies from the financial sector. The final sample encompassed 195 companies per assessed year, thus totaling 585 observations concerning 2014, 2015 and 2016.Findings- Confirmed the direct and positive effect of CG on DC development, as well as DC’s influence on BP and the mediating effect of DC on the CG - BP relationship. The main conclusion was that DCs are a powerful mediating influence on the CG-BP relationship. Hence, even with efficient corporate governance mechanisms, the companies must make decisions in line with their dynamic capabilities as a way to reach better business performance.Limitations- Research cross-section method of data collection; and universe of companies listed in the Brazilian stock market.Practical implications- For example, the rejected hypothesis about the direct effect of CG on BP and the confirmation of the indirect effect via DCs suggests the analysis of aspects related to costs with monitoring procedures applied to agency conflicts and to complementary factors that must be achieved in order to boost performance. On practical terms, the results contribute to companies that look for the best and most satisfactory performance in the markets they work in.

scholarly journals Relationship between Service Quality and Behavioral Intentions: The Mediating Effect of Customer Satisfaction

ETIKONOMI ◽  
2017 ◽  
Vol 16 (2) ◽  
pp. 125-144
Author(s):  
Azman Ismail ◽  
Ilyani Ranian Rose ◽  
Rabaah Tudin ◽  
Norazryana Mat Dawi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Model Analysis ◽  
Mediating Effect ◽  
Path Model ◽  
Survey Method ◽  
Army Medical ◽  
The Relationship

This study was undertaken to measure the relationship between service quality, customer satisfaction and behavioral intentions. A survey method was employed to collect data from customers who received treatments at army medical organizations in Malaysia. The outcomes of Smart-PLS path model analysis confirmed that relationship between service qualities features (tangible, reliability, responsiveness, assurance and empathy) with customer satisfaction were positively and significantly correlated with behavioral intentions. This result demonstrates that effect of tangible, reliability, responsiveness, assurance and empathy on behavioral intentions was mediated by customer satisfaction.DOI: 10.15408/etk.v16i2.5537

A Consuequence of Statisfaction and Loyalty: How Brand nd Purchase Intention Affect Its (An empirical study of Bengkulu)

2020 ◽  
Vol 7 (2) ◽  
pp. 61-70
Author(s):  
Fachri Eka Saputra ◽  
Fedyah Anggriani
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Purchase Intention ◽  
Partial Least Square ◽  
Least Square ◽  
Primary Data ◽  
Price Fairness ◽  
Online Questionnaire ◽  
Positive Effect ◽  
Descriptive Method

The purpose of this study as to determine how the effect of waterpark image and price fairness on customer satisfaction and its implications for customer loyalty at Waterpark Wahana Surya Bengkulu. The measurement of this study uses 14 indicator items which are distributed using an online questionnaire. The number of samples in this study were 136 respondents and the data were analyzed using SEM PLS (Partial Least Square). Date were collected using a questionnaire using a Likert scale. This research used descriptive method with a quantitative approach. The type of data used in this study is primary data. The results of this study prove that 1. waterpark image has a positive effect on price fairness, 2. Waterpark image has a positive effect on customer satisfaction, 3. Fairness of price has a positive effect on customer satisfaction, 4. Waterpark image has a positive effect on customer loyalty, 5. Fairness of price has a positive effect on customer loyalty, 6. Customer satisfaction has no effect on customer loyalty.

scholarly journals The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China

2021 ◽  
Vol 13 (15) ◽  
pp. 8633
Author(s):  
Yuhan Ge ◽  
Qing Yuan ◽  
Yaxi Wang ◽  
Keunsoo Park
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Significant Positive Effect ◽  
Coffee Shop ◽  
Perceived Service Quality ◽  
Positive Effects ◽  
Coffee Shops ◽  
Positive Effect

In today’s increasingly competitive coffee industry, the point of running a good coffee shop is no longer to run a coffee and beverage shop simply, but to focus on the quality of service and the value that customers feel as a result. Previous studies have mainly discussed the customer satisfaction and behavioral intention of restaurants, while few studies have explored the influencing factors of customer satisfaction and behavioral intention of chain coffee shops. Given that the perceived service quality theory and DINESERV model can effectively predict customer satisfaction and behavioral intention, this study took 385 consumers in the first Starbucks Reserve flagship store in China as survey objects. SmartPLS 3.0 software was used to explore the relationship among respondents’ perceived service quality, customer perceived value, satisfaction, and behavioral intention. The results show that service quality has a partially significant positive effect on perceived value. Perceived service quality and customers’ perceived value both have significant positive effects on satisfaction. Customers’ satisfaction has a significant positive effect on their behavioral intention. These results indicate that enterprises should strengthen the emotional bond between consumers and enterprises and improve the reliability, assurance, and empathy of perceived service quality to create a better emotional resonance between consumers and the Starbucks brand to improve customer satisfaction. At the same time, it should also promote the symbolic perceived value of Chinese consumers to Starbucks to realize the sustainable development of coffee-shop operation and consumer repurchase. This study expands the research on the service quality, perceived value, and behavioral intention of coffee chain enterprises in the context of non-habitual coffee-drinking countries. Moreover, it provides case support for the operation and research of regional cultural consumption habits of international catering chain enterprises.

scholarly journals Sustainable Competitive Advantage through Entrepreneurship, Market-Oriented Culture, and Trust

2021 ◽  
Vol 13 (7) ◽  
pp. 3986
Author(s):  
Jun-Chul Ha ◽  
Jun-Woo Lee ◽  
Jee Young Seong
Keyword(s):  
Work Engagement ◽  
Risk Taking ◽  
Choice Theory ◽  
Business Environment ◽  
Positive Influence ◽  
Mediating Effect ◽  
Sustainable Competitive Advantage ◽  
The Relationship ◽  
Positive Effect ◽  
Significant Positive Influence

In a rapidly changing business environment, the entrepreneurship of top management is essential for the survival and sustainable development of the enterprise. Building on the view of the strategic choice theory, this study identifies the relationship between entrepreneurship, market-oriented culture, and work engagement. Data were collected from 493 employees regularly working in small and medium-sized firms in South Korea. The results of this study indicate: (1) entrepreneurship (consisting of innovation, proactiveness, and risk-taking) has a significant positive influence on market-oriented culture, (2) entrepreneurship positively affects work engagement, (3) market-oriented culture has a significant positive effect on work engagement, (4) the effects of innovation and proactiveness on work engagement are significant, controlling for market-oriented culture, showing the partial mediating effect of market-oriented culture on work engagement, and (5) CEO trust moderates the relationship between risk-taking and work engagement. Theoretical and practical implications are suggested.

scholarly journals Get Close to the Robot: The Effect of Risk Perception of COVID-19 Pandemic on Customer–Robot Engagement

2021 ◽  
Vol 18 (12) ◽  
pp. 6314
Author(s):  
Jifei Wu ◽  
Xiangyun Zhang ◽  
Yimin Zhu ◽  
Grace Fang Yu-Buck
Keyword(s):  
Risk Perception ◽  
Perceived Risk ◽  
Hospitality Industry ◽  
Positive Influence ◽  
Mediating Effect ◽  
Service Robots ◽  
Industry Analysis ◽  
Social Distancing ◽  
Risk Seeking ◽  
Positive Effect

The purpose of this study was to examine the effect of the COVID-19 pandemic on customer–robot engagement in the Chinese hospitality industry. Analysis of a sample of 589 customers using service robots demonstrated that the perceived risk of COVID-19 has a positive influence on customer–robot engagement. The positive effect is mediated by social distancing and moderated by attitudes towards risk. Specifically, the mediating effect of social distancing between the perceived risk of COVID-19 and customer–robot engagement is stronger for risk-avoiding (vs. risk-seeking) customers. Our results provide insights for hotels when they employ service robots to cope with the shock of COVID-19 pandemic.

scholarly journals Sustainable Orientation of Management Capability and Innovative Performance: The Mediating Effect of Knowledge Management

2020 ◽  
Vol 12 (4) ◽  
pp. 1366
Author(s):  
Julio C. Acosta-Prado ◽  
Oscar H. López-Montoya ◽  
Carlos Sanchís-Pedregosa ◽  
Ulpiano J. Vázquez-Martínez
Keyword(s):  
Knowledge Management ◽  
Structural Equation ◽  
Health Sector ◽  
Mediating Effect ◽  
Equation Modeling ◽  
Innovative Performance ◽  
Management Capability ◽  
The Relationship ◽  
Positive Effect

The literature suggests that innovation allows organizations to reach a desirable level of sustainability. There is evidence to support the role of knowledge management (KM) as well as management capability (MC) in producing a sustainable approach at organizations. Furthermore, organizations commonly achieve sustainable practices through corporate social responsibility (CSR). In particular, the health sector is increasingly implementing CSR strategies, although with a narrow understanding of the factors to success. Hence, trends lead to asymmetric growth between organizations. This study aims to examine the mediating role of KM in the relationship between MC and innovative performance (IP) in 331 Health Provider Institutions (HPIs). The research reflective model was assessed through Partial Least Squares Structural Equation Modeling (PLS-SEM). According to the results, MC has a positive effect on IP, MC has a positive effect on KM, and KM has a positive effect on IP. Likewise, KM significantly mediates the relationship between MC and IP. Our findings support the importance of KM in addressing MCs in HPIs as it enables innovative practices to address CSR goals to achieve a sustainable impact. Moreover, this study contributes by expanding KM to contexts that are not usually studied, such as health in a South American country.

Kano model analysis for enhancing customer satisfaction of an automotive product for Indian market

2021 ◽  
Author(s):  
Janmejay Bhardwaj ◽  
Ashu Yadav ◽  
Manvendra Singh Chauhan ◽  
Avanish Singh Chauhan
Keyword(s):  
Customer Satisfaction ◽  
Model Analysis ◽  
Indian Market ◽  
Kano Model
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