The Role of Human–Machine Interactive Devices for Post-COVID-19 Innovative Sustainable Tourism in Ho Chi Minh City, Vietnam

In this research article, we aim to study the proposed role of human–machine interactive (HMI) technologies, including both artificial intelligence (AI) and virtual reality (VR)-enabled applications, for the post-COVID-19 revival of the already depleted tourism industry in Vietnam’s major tourist destination and business hub of Ho Chi Minh City. The researchers aim to gather practical knowledge regarding tourists’ intentions for such service enhancements, which may drive the sector to adopt a better conclusive growth pattern in post-COVID-19 times. In this study, we attempt to focus on travelers who look for paramount safety with the assurance of empathetic, personalized care in post-COVID-19 times. In the current study, the authors employ structural equation modeling to evaluate the intentions of tourists both structurally and empirically for destination tourism with data collected from tourists with previous exposure to various kinds of these devices. The study shows that human–machine interactive devices are integrating AI and VR and have a significant effect on overall service quality, leading to tourist satisfaction and loyalty. The use of such social interactive gadgets within tourism and mostly in hospitality services requires an organization to make a commitment to futuristic technologies, along with building value by enriching service quality expectations among fearful tourists. This research shows that tourists mainly focus on the use of such HMI devices from the perspective of technology acceptance factors, qualitative value-enhancing service and trustworthy information-sharing mechanisms. The concept of the tour bubble framework is also discussed in detail. The analysis of this discussion gives us a more profound understanding of the novel opportunities which various administrative agencies may benefit from to position these devices better in smart, sustainable destination tourism strategies for the future so that, collectively, service 5.0 with HMI devices can possibly bring back tourism from being disintegrated. Such service applications are the new social innovations leading to sustainable service and a sophisticated experience for all tourists.

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Exploring the role of service quality, atmosphere and food for revisits in restaurants by using a e-mystery guest approach

Journal of Hospitality and Tourism Insights ◽

10.1108/jhti-04-2020-0048 ◽

2020 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Bernhard Fabian Bichler ◽

Birgit Pikkemaat ◽

Mike Peters

Keyword(s):

Service Quality ◽

Food Quality ◽

Structural Equation ◽

Tourism Industry ◽

Partial Least Square ◽

Least Square ◽

Equation Modeling ◽

Content Type ◽

Revisit Intention

PurposeQuality in foodservices has become essential, and new methodological ways of determining service quality enable a better representation of service processes and help to increase revisits. This paper focuses on the foodservice context and explores the relationship between staff-related service dimensions, atmosphere, food quality and revisit in a full-service setting.Design/methodology/approachThis study combines an often neglected mystery guest approach with partial least square–structural equation modeling (PLS-SEM) to shed more light on customers' service perceptions. The mystery guest approach has been updated with a digitally supported smartphone questionnaire (e-mystery) that provides more reliable results since previous measurements experienced difficulties of feasibility in time-limited settings (N = 247).FindingsThe findings of this study confirm the direct effects of the service quality dimensions reliability, attentiveness and atmosphere on revisit intention and highlight the mediating role of food quality. In detail, the findings showed significant results for service employees' reliability and attentiveness and underlined the role of atmosphere for revisit intention.Originality/valueThe contribution of this paper supplements that mystery guest approaches represent a reliable alternative to convenience sampling, especially in combination with a digitally supported questionnaire (e-mystery). Thereby, this paper suggests the further application of e-mystery for the hospitality and tourism industry. In terms of implications, this study highlights the importance of securing food quality by fostering specialized schools and training programs for career starters. Since the findings stress the importance of service quality and atmosphere, managers need to ensure that employees are trained in culturally sensitive communication and services to excel in service-related dimensions.

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The influence of tourist evaluative factors on tourist behavioral intention: the mediating role of tourist satisfaction

Diponegoro International Journal of Business ◽

10.14710/dijb.1.1.2018.33-39 ◽

2018 ◽

Vol 1 (1) ◽

pp. 33

Author(s):

Elmer Hafiizh Fernaldi ◽

I Made Sukresna

Keyword(s):

Service Quality ◽

Structural Equation ◽

Equation Modeling ◽

Mediating Role ◽

Tourist Satisfaction ◽

Central Java ◽

Revisit Intention ◽

Dependent Variables ◽

Tourist Experience

This study examines the effect of tourist evaluative factors, specifically service quality and tourist experience on tourist satisfaction and its further influence on revisit intention and intention to recommend. Service quality and tourist experience serve as independent variables, while revisit intention and recommend intention are posited as dependent variables, with satisfaction acts as the intervening variable. Data analysis using Structural Equation Modeling (SEM) of 186 tourist visiting Umbul Sidomukti, Semarang, Central Java, Indonesia, finds that both revisit intention and intention to recommend could be increased through the improvement of service quality and tourist satisfaction.

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Application Of Technology Acceptance Model Of Unified Payment Interface Services Adoption In Mysuru City: An Exploratory Study

Restaurant Business ◽

10.26643/rb.v118i6.7235 ◽

2019 ◽

Vol 118 (6) ◽

pp. 25-35

Author(s):

Vinay S

Keyword(s):

Technology Acceptance ◽

Technology Acceptance Model ◽

Structural Equation ◽

Banking Sector ◽

Primary Data ◽

Equation Modeling ◽

Security Issues ◽

Acceptance Model ◽

Structured Questionnaire

Continuous development of technological innovations especially in the banking sector have stirred competition which has changed the way businesses operate resulting in the introduction of Unified Interface Payment (UPI) services. This study was conducted in order to analyse the adoption of UPI services through Technology Acceptance Model (TAM) in Mysuru. Objectives of study were framed to determine the demographic factors that influence the practices of UPI by the customers, to examine the role of banks in integrating UPI services and products and to assess the various security issues affecting the usage of UPI services by Mysuru customers. Based on these objectives a structured questionnaire was prepared and primary data was collected from 165 respondents. Data was analysed making use of SPSS and other models namely Structural Equation Modeling with Analysis of Moment Structures (AMOS) Software. Finally the researchers identifies that there is a need for convergence of customer’s preference for safe and easy banking transactions. This study revealed that the customer’s model have to be well integrated for progress in UPI operations.

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

Jurnal Manajemen ◽

10.31937/manajemen.v9i2.718 ◽

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

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Role of Personalization in Continuous Use Intention of Mobile News Apps in India: Extending the UTAUT2 Model

Information ◽

10.3390/info11010033 ◽

2020 ◽

Vol 11 (1) ◽

pp. 33 ◽

Cited By ~ 4

Author(s):

Yanxia Cheng ◽

Saurabh Sharma ◽

Prashant Sharma ◽

KMMCB Kulathunga

Keyword(s):

Technology Acceptance ◽

Structural Equation ◽

Quantitative Methods ◽

Moderating Effect ◽

Sample Survey ◽

Equation Modeling ◽

Future Research ◽

Performance Expectancy ◽

Continuous Use

The aim of this study was to empirically examine the extended unified theory of acceptance and use of technology 2 (UTAUT2) model by adding “personalization” as one of the antecedents, as well as a moderator to determine the key factors for the continuous use intention of mobile news applications (apps). For this study, an online and manual sample survey of 309 respondents, who had used the news app earlier, was collected and analyzed, using quantitative methods such as explanatory and confirmatory factor analysis, structural equation modeling, and Hayes process for finding moderating effects among variables. The findings of the direct effect demonstrated that performance expectancy (PE) has the most influential effect on continuous use intention, followed by habit (HT), hedonic motivation (HM), and facilitating conditions (FC). Furthermore, the outcome of tests for the moderating effect of personalization between UTAUT2 constructs and continuous use intention (CUI) showed that personalization has a significant moderating effect on performance expectancy and habit. Therefore, this research establishes the key role of PE, HT, HM, and FC as main factors that trigger the users’ continuous use intention of news apps and provides an integrated framework to assess the moderating effect of personalization on technology acceptance. The findings of the research expand the existing literature on news applications and provide foundation for future research studies in the area of mobile news apps.

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Improving Patient behavioral Consent through Different Service Quality Dimensions: Assessing the Mediating Role of Patient Satisfaction

International Journal of Environmental Research and Public Health ◽

10.3390/ijerph16234736 ◽

2019 ◽

Vol 16 (23) ◽

pp. 4736 ◽

Cited By ~ 3

Author(s):

Arif Jameel ◽

Muhammad Asif ◽

Abid Hussain ◽

Jinsoo Hwang ◽

Mussawar Hussain Bukhari ◽

...

Keyword(s):

Health Care ◽

Patient Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Care Service ◽

Health Care Service ◽

Equation Modeling ◽

Mediating Role ◽

The Impact

This study aimed to examine the impact of the five-dimensional health care service quality (SQ) on patient behavioral consent (PBC). This study further explored the mediating role of patient satisfaction (PS) on the SQ–PBC relationship. A survey questionnaire was used to collect the data from public sector hospitals situated in Bahawalpur division, Punjab, Pakistan. We used confirmatory factor analysis (CFA) and structural equation modeling (SEM) to test the hypotheses. This study found positive and significant relationships between SQ and PBC, SQ and PS, and PS and PBC. Our results further revealed that PS partially mediates the relationship between SQ and PBC. Our study offers a comprehensive theoretical framework of several service quality attributes (SQs) affecting patient behavioral consent (PBC) and patient satisfaction (PS) in health care institutions. Testing these above relationships via a mediation approach is novel and contributed to the current study on service quality.

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Verifying the moderating role of satisfaction on service quality and students’ accomplishment in ODL perspective

Asian Association of Open Universities Journal ◽

10.1108/aaouj-08-2019-0035 ◽

2019 ◽

Vol 15 (1) ◽

pp. 1-12 ◽

Cited By ~ 1

Author(s):

Maximus Gorky Sembiring ◽

Gayuh Rahayu

Keyword(s):

Service Quality ◽

Structural Equation ◽

Goodness Of Fit ◽

Population Sample ◽

Equation Modeling ◽

Content Type ◽

Satisfaction Index ◽

Performance Career ◽

Moderating Role

Purpose Service quality and satisfaction in the ODL setting related to students’ accomplishments (performance, loyalty and career) were reconsidered. It was aimed at exposing the moderating role of satisfaction on service quality and accomplishment. It was also of interest to scrutinize how, in what routines determinants engaged interdepended. The paper aims to discuss these issues. Design/methodology/approach This study utilized an exploratory design. It was qualitatively identified first that service quality included tangible, empathy, assurance, reliability, responsiveness and referral factors. It preceded to satisfaction (perceived from academic, operational and managerial attitudes). Satisfaction led to accomplishment. Quantitatively, service quality, satisfaction and accomplishment were identified as independent, moderating, and dependent variables, respectively. Respondents, 500 Universitas Terbuka graduates, were randomly pursued to accumulate data by a survey. Methodically, importance-performance analysis (IPA) and customer-satisfaction index (CSI) were used to figure out satisfaction and their importance degree. Nine hypotheses were developed and examined using structural-equation modeling to visualize the loading factors. Findings Replies from 163 respondents were completed. Seven of nine hypotheses were validated. It was distinguished that reliability influencing satisfaction, they were empathy, assurance and responsiveness; excluding tangible and referral. Satisfaction influenced performance, career, and loyalty. IPA-CSI analysis recognized 15 (of 21) attributes as the pillars of service quality. Originality/value Despite the qualitative framework was improperly approved by quantitative procedure, they were methodically reliable. It was supported by the fact that nine cut-off values of goodness-of-fit requirements harmonized. Additional inquiry is therefore required to tail off variances by integrating a more appropriate approach, amplifying theoretical coverage, and/or extending population/sample size.

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Academic excellence as a determinant of self-confidence among graduates of ODL programs

Asian Association of Open Universities Journal ◽

10.1108/aaouj-09-2020-0068 ◽

2020 ◽

Vol 15 (3) ◽

pp. 411-423

Author(s):

Maximus Gorky Sembiring

Keyword(s):

Service Quality ◽

Structural Equation ◽

Influential Factors ◽

Influential Factor ◽

Equation Modeling ◽

Academic Excellence ◽

Content Type ◽

Satisfaction Index ◽

Self Confidence

PurposeThis study envisioned plausible influential factors on service quality and academic excellence relatable to graduate self-confidence in an open distance learning (ODL) outlook. The objective was to expose the moderating role of academic excellence (graduate satisfaction) between service quality and self-confidence (engagement, achievement, loyalty and opportunity, EALO). It was also of interest to explore how, in what routines factors involved interrelated.Design/methodology/approachThis study utilized exploratory design. Qualitatively, service quality included acclimation, advising, module, tutorial, assessment, feedback and referral factors. Service quality led to academic excellence (GPA, study length, relevance and recognition). Besides, academic excellence influenced self-confidence. Quantitatively, service quality, academic excellence and self-confidence were the independent, moderating and dependent variables. Respondents were randomly selected through a survey of eligible Universitas Terbuka alumni.Findings11 hypotheses were assessed under structural-equation modeling (SEM). Responses from 122 out of 500 graduates were completed. Eight hypotheses were validated by the analysis. The tutorial was the most influential factor followed by module, assessment and acclimation; advising, feedback and referral were excluded. Academic excellence also led to self-confidence. The study was able to visualize a substantial role of academic excellence in moderating service quality to EALO. Besides, important-performance analysis and customer-satisfaction index (IPA-CSI) recognized 21 out of 32 attributes as the pillars of academic excellence.Originality/valueThree of the hypotheses were invalidated by the quantitative analysis. Further inquiry with much broader coverage is then required to diminish the variance to finally find the ideal framework.

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The Successful Adoption of IS in the Tourism Public Sector: The Mediating Effect of Employees’ Trust

Sustainability ◽

10.3390/su12093877 ◽

2020 ◽

Vol 12 (9) ◽

pp. 3877

Author(s):

Marwa Ghanem ◽

Ibrahim Elshaer ◽

Alaa Shaker

Keyword(s):

Developing Countries ◽

Public Sector ◽

User Satisfaction ◽

Trust Management ◽

Structural Equation ◽

Tourism Industry ◽

Mediating Effect ◽

Equation Modeling ◽

Intention To Use

There have been many attempts to understand the role of trust in the success of Information Systems (IS), but they have mainly studied users’ trust in IS themselves in online contexts, with little attention being paid to other possible trust types and organizational IS contexts. Also, there is a dearth of research on the topic in relation to tourism context and developing countries in general. This study examines the mediating role of three types of trust (management-based, provider-based, and system-based trust) in the relationship between tourism IS qualities (system, information, and service quality) with employees’ satisfaction and the intention to and actual use of a system. Perceptions were tested with data from 200 employees in the public sector of the Egyptian tourism industry using structural equation modeling. The results revealed that trust directly affects intention to use/use and user satisfaction, and it completely mediates the effect of the IS qualities on the intention to use/use and user satisfaction. This study draws attention to the requirement of investigating different types of trust to better understand its impact on tourism IS adaptation in developing countries.

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The role of work-to-leisure conflict in promoting frontline employees’ leisure satisfaction

International Journal of Contemporary Hospitality Management ◽

10.1108/ijchm-03-2014-0155 ◽

2015 ◽

Vol 27 (7) ◽

pp. 1539-1555 ◽

Cited By ~ 15

Author(s):

Jo-Hui Lin ◽

Jehn-Yih Wong ◽

Ching-hua Ho

Keyword(s):

Structural Equation ◽

Tourism Industry ◽

Equation Modeling ◽

Frontline Employees ◽

Leisure Satisfaction ◽

Content Type ◽

Work Related ◽

Hospitality And Tourism Industry ◽

Demand Control

Purpose – This paper aims to examine a mediating model of work-to-leisure conflict (WLC) based on the job demand-control-support model (JDCS model) and conflict roles of work and non-work life. This model proposes that work loading, time-off autonomy and support from supervisors and co-workers are related to WLC and leisure satisfaction. Design/methodology/approach – A sample of 457 frontline employees drawn from within the hospitality and tourism industry completed a study questionnaire. All hypothesized relationships were estimated using structural equation modeling. Findings – Results support a theoretical model in which WLC works as a partial mediator between job stress variables and leisure satisfaction. Findings suggest that low workload and flexible time-off contribute to alleviating WLC and facilitating leisure satisfaction and with the addition of high co-worker support, directly benefit employee leisure satisfaction. Practical implications – Management implications related to job design and work-related social support are discussed. Originality/value – The current study contributes to the existing knowledge base by testing WLC as a partial mediator between work loading–leisure satisfaction and time-off autonomy–leisure satisfaction relationships. These findings help human resource management managers broaden their understanding of the role of WLC in balancing frontline employees’ life in work and non-work domains.

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