Examining the Event Service Quality for Travelers with Mobility Impairments by Korean Caregivers' Perspective

Travelers with mobility impairments (TwMI) often have difficulty traveling alone due to various constraints and barriers. Caregivers of TwMI might play an important role in mitigating these constraints and barriers for TwMI. Knowing the event service quality for TwMI from the point of view of caregivers is essential for better quality of travel for both caregivers and TwMI. So far, although event service quality is important for people with disabilities, most of the studies have been conducted with people without disabilities. As caregivers' opinion is critical for deciding event participation, this study focused on perspective of caregivers regarding event service quality for TwMI. This study utilized structure equation modeling (SEM) analysis to empirically examine the relationship among event service quality for TwMI in terms of perspective of caregivers who accompanied TwMI to the event, caregivers' event satisfaction with TwMI, and caregivers' behavior intentions. From two event service qualities for TwMI, only service environment quality for TwMI demonstrated statistical significance on caregivers' event satisfaction with TwMI while service provider quality for TwMI had no statistical significance on both caregivers' event satisfaction with TwMI and caregivers' behavior intention. Caregivers' event satisfaction with TwMI demonstrated statistical significance on caregivers' behavior intention. Overall, this study may provide practical information to event organizers and other hospitality industries related to service quality for TwMI from various points of view.

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Working to Reduce Food Waste: Investigating Determinants of Food Waste amongst Taiwanese Workers in Factory Cafeteria Settings

Sustainability ◽

10.3390/su12229669 ◽

2020 ◽

Vol 12 (22) ◽

pp. 9669

Author(s):

Adam Edward Bell ◽

Khire Rushikesh Ulhas

Keyword(s):

Service Quality ◽

Food Waste ◽

Structural Equation ◽

Critical Issue ◽

Sem Analysis ◽

Situational Factors ◽

Equation Modeling ◽

Factory Workers ◽

Starting Point ◽

Pencil And Paper

Food waste is a critical issue affecting the world, and more research is needed to find ways to reduce it. Much of the existing research has examined supply chain inefficiencies and plate waste in restaurants and homes, while few researchers have studied the food waste which occurs in factory cafeterias. As many factories are in Asia, examining factory cafeteria food waste behavior in an Asian context is a good starting point. With this in mind, the authors research drivers that influence Taiwanese factory workers’ behavioral intentions toward food waste reduction. To do so, a conceptual framework model is constructed using the Theory of Planned Behavior and extended using the Norm action model and Proenvironmental factors, as well as additional factors including habit, cafeteria-service quality and situational factors. A pencil-and-paper survey was conducted with 156 participants, and collected data were evaluated using a partial least squares structural equation modeling (PLS-SEM) analysis. Results reveal that climate change awareness, injunctive norms and habit are strong motivating factors towards Taiwanese factory workers’ intention to reduce food waste. When combined with cafeteria-service quality and situational factors, intention to reduce food waste is also shown to have a significant explanatory effect on food waste behavior.

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Analysis of Service Quality and Promotion on Decision and Satisfaction of Foreign Visitors on Pandawa Beach Ecotourismin Badung Regency

International Journal of Contemporary Research and Review ◽

10.15520/ijcrr/2018/9/06/523 ◽

2018 ◽

Vol 9 (06) ◽

pp. 20800-20810

Author(s):

I NyomanGede Sudiarta ◽

I Wayan Sujana ◽

Anik Yuesti

Keyword(s):

Quality Of Service ◽

Service Quality ◽

Structural Equation ◽

Sem Analysis ◽

Equation Modeling ◽

Visitor Satisfaction ◽

Dependent Variables ◽

Strongly Agree ◽

Positive Effect

The development of various facilities and infrastructure as well as efforts to improve the quality of service on Pandawa Beach Ecotourismis always done to attract and give satisfaction to the visitors. This study aims to determine the effect of service quality and promotion on visitor decisions and visitor satisfaction as well as to determine the effect of visitor decisions on visitor satisfaction on Pandawa Beach Ecotourism Badung Regency, Bali Province. The variables in this study consistof two independent and two dependent variables. Independent variables in this study are service quality and promotion, while the dependent variables in this study are the visitor decision and visitor satisfaction. The population in this study is foreign tourists who visit the Pandawa Beach Ecotourism. In this research a non-probability sampling method is used, taking anaccidental sampling approach with asample number of 96 respondents. The type of data used is descriptive and quantitative data expressed in 5-Point Likert Scale ranging from strongly disagree to strongly agree. Methods of data analysis in this study are through descriptive and inferential analysis. Inference analysis uses Structural Equation Modeling (SEM) analysis with SMARTPLS 3 program.The result of this study indicates that: 1) Quality of service has a positive and significant effect on the visitor decision with coefficient value of 0,528 and t-statistic value of 6,625.2) Promotion has a positive and significant effect on the visitor decision with coefficient value of 0,246and t-statistic value of 2,843. 3) Service quality has a positive effect on visitor satisfaction with coefficient value of 0,415 and t-statistic value of 4,007. 4) Promotion has no effect on visitor satisfaction with coefficient value of 0,069 and t-statistic value of 0,638 which t-statistic value is under critical value of 1,96. 5) Visitor decisions have a positive effect on visitor satisfaction with coefficient value of 0.389 and t-statistics of 4.422.

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Research into Individual Factors Affecting Safety within Airport Subsidiaries

Sustainability ◽

10.3390/su13095219 ◽

2021 ◽

Vol 13 (9) ◽

pp. 5219

Author(s):

Jin-Hwan Bae ◽

Jin-Woo Park

Keyword(s):

Cognitive Bias ◽

Structural Equation ◽

Statistical Significance ◽

Risk Tolerance ◽

Point Of View ◽

Safety Performance ◽

Equation Modeling ◽

Individual Factors ◽

Factors Affecting ◽

Unsafe Behavior

This study’s purpose is to demonstrate that, from the point of view of employees in subsidiary companies, individual factors, notably attitude towards risk, cognitive bias, knowledge and experience, and risk perception, have generated unsafe behavior and unsafe conditions and have undermined safety performance through risk tolerance. The data underpinning this research were derived from a survey of employees working in subsidiary companies within the vicinity of Incheon International Airport. In total, 409 questionnaires were analyzed using network structural equation modeling (SEM), a methodology representing, estimating, and testing relationships. This analysis has demonstrated within the bounds of statistical significance (a) that the attitudes towards risk, knowledge and experience, and cognitive bias affect risk tolerance and (b) that risk tolerance influences unsafe behavior, unsafe conditions, and safety performance. This research is the first to apply the accident causal model to the airport industry, and its conclusions can be used for accident prevention within Incheon International Airport’s subsidiaries.

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The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh

SAGE Open ◽

10.1177/2158244020924405 ◽

2020 ◽

Vol 10 (2) ◽

pp. 215824402092440 ◽

Cited By ~ 3

Author(s):

Mirza Mohammad Didarul Alam ◽

Nor Azila Mohd Noor

Keyword(s):

Service Quality ◽

Customer Loyalty ◽

Generation Y ◽

Structural Equation ◽

Statistical Significance ◽

Corporate Image ◽

Equation Modeling ◽

Young Cohort ◽

Target Market ◽

Gen Y

Facing immense competition, retailers across the globe are experiencing reduction in their customer loyalty. This decreasing trend is even more observable in the superstore retailing in Bangladesh; especially whose target market is young cohort (Generation Y [Gen Y]). As a result, it is vital for the superstore owners to ascertain the factors affecting the customer loyalty of Gen Y. The main purpose of this study is to investigate the influence of service quality and corporate image on customer loyalty of Gen Y in the retail superstores of Bangladesh. A total of 325 Gen Y shoppers were surveyed from four leading superstores in Bangladesh using a structured questionnaire. Smart-PLS 3.0 software was used to validate the collected data and test the statistical significance of the path relationships by following structural equation modeling. The results indicate that Gen Y customers’ loyalty toward the superstores is positively and significantly influenced by both service quality and corporate image. The outputs also reveal that service quality indirectly affects Gen Y customer loyalty toward superstores with an intervening role of corporate image. Research implications from theoretical and practical standpoints as well as the recommendations for forthcoming study are also provided.

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Pengaruh Organizational Citizenship Behavior pada Performance dengan Service Quality, Satisfaction dan Behavior Intention Sebagai Anteseden

Jurnal Ekonomi Bisnis dan Kewirausahaan ◽

10.26418/jebik.v4i1.11457 ◽

2015 ◽

Vol 4 (1) ◽

pp. 1

Author(s):

Joko Suyono ◽

Sinto Sunaryo

Keyword(s):

Service Quality ◽

Organizational Citizenship ◽

Organizational Citizenship Behavior ◽

Structural Equation ◽

Private Hospital ◽

Sampling Technique ◽

Citizenship Behavior ◽

Equation Modeling ◽

Behavior Intention ◽

And Behavior

The purpose of the study is to observe the influence of organizational citizen behavior to performance. Organizational citizen behavior is affected by three variables namely satisfaction, service quality and behavior intention. The study was conducted on 12 nurses, 128 patients, and 10 nursing supervisor at a private hospital in Surakarta, Jawa Tengah. Stratified random sampling technique was applied to determine the number of sample. The result was based on structural equation modeling (SEM) method that showed there is no relationship between OCB and satisfaction and OCB to behavior intention. On the other hand, OCB to customer satisfaction, OCB to performance and satisfaction to performance are proved to be significant.

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Social representations of climate change and pro-environmental behavior intentions in Taiwan

International Sociology ◽

10.1177/0268580919832737 ◽

2019 ◽

Vol 34 (3) ◽

pp. 327-346 ◽

Cited By ~ 5

Author(s):

Mei-Fang Chen

Keyword(s):

Climate Change ◽

Media Coverage ◽

Environmental Behavior ◽

Social Representations ◽

Psychological Distance ◽

Sem Analysis ◽

Public Understanding ◽

Equation Modeling ◽

Climate Change Risk ◽

Behavior Intentions

To explore how people attribute meanings to climate change in Taiwan, this study applied social representations theory (SRT) to develop a self-report semi-structured questionnaire that was used to collect data. To fill a research gap, structural equation modeling (SEM) was adopted to examine the determinants of social representation factors that may affect the public’s intentions to engage in pro-environmental behaviors (PEBs). Exploratory factor analysis results obtained from 180 valid online responses indicated four factors for social representations of climate change, namely Emerging Climate Change Risk, Media Coverage and Influence, Psychological Distance, and Pro-environmental Behavior Intentions. The results of SEM analysis obtained from the total of 245 valid online and paper-and-pencil responses revealed that Emerging Climate Change Risk and Media Coverage and Influence helped explain the public’s PEBs intentions, but Psychological Distance did not. This exploratory study provides preliminary knowledge of public understanding of and response toward climate change in the Taiwanese society and demonstrates a novel application of SEM analysis to test the direct effects of social representations of climate change on PEB intentions.

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Developing serving culture: focus on workplace empowerment

Employee Relations ◽

10.1108/er-01-2018-0011 ◽

2019 ◽

Vol ahead-of-print (ahead-of-print) ◽

Author(s):

Radoslaw Nowak

Keyword(s):

Service Quality ◽

Psychological Empowerment ◽

Statistical Significance ◽

Empirical Studies ◽

Equation Modeling ◽

Organizational Resources ◽

Healthcare Organizations ◽

Structural Empowerment ◽

Content Type ◽

Workplace Empowerment

Purpose Based on the data gathered from healthcare organizations, the purpose of this paper is to identify new antecedents of service quality. The proposed model posits that workplace empowerment should increase a level of employee helping behaviors, thus supporting the development of a firm’s serving culture. Consequently, while focusing on two forms of workplace empowerment, the study empirically tests mediating paths that link structural empowerment and psychological empowerment with service quality via serving culture. The findings expand the understanding of how companies could better manage evolving demands of their customers. Furthermore, the project provides clear guidelines to practitioners by suggesting how firms should allocate their organizational resources to boost service quality. Design/methodology/approach The study uses the original survey data collected from healthcare organizations to empirically test the mediating paths linking structural empowerment, psychological empowerment and service quality via serving culture. The data were tested using structural equation modeling. Findings Although the initial model assumed that both types of workplace empowerment should play equally important roles in the development of serving culture, the data reveal the statistical significance of structural empowerment. Thereby, findings emphasize that in health care, employees must be provided with access to key organizational resources (e.g., vertical and horizontal information flow) to drive up quality of service. Originality/value This research is one of a few empirical studies examining antecedents of serving culture. An overall implication of the study should be a reinforced call for more empirical studies that could identify how companies could develop serving culture. Furthermore, the paper proposes that managers must remove structural barriers that may exist in their organizations to empower employees to better manage changing customer needs.

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“One Event, One City”: Promoting the Loyalty of Marathon Runners to a Host City by Improving Event Service Quality

Sustainability ◽

10.3390/su13073795 ◽

2021 ◽

Vol 13 (7) ◽

pp. 3795

Author(s):

Xiaoying Chen ◽

Brian H. Yim ◽

Ziqing Tuo ◽

Liangjun Zhou ◽

Ting Liu ◽

...

Keyword(s):

Service Quality ◽

Structural Equation ◽

Equation Modeling ◽

Developmental Phase ◽

Sporting Events ◽

Mediation Effects ◽

Destination Loyalty ◽

The Government ◽

The City ◽

Event Service

China has entered into a new developmental phase where the government can promote national fitness, the sports industry, and city tourism, simultaneously. Rapidly becoming the largest single sporting events in China, marathon events help facilitate this integration. However, event organizers tend to focus on winning bids for events instead of improving event services and increasing the loyalty of runners to the host city, which could benefit the city for sustainable development. In this study, the antecedents affecting marathon runner loyalty to the city hosting the annual hallmark event (i.e., destination loyalty) were investigated by studying a sample of 392 repeat runners during a recent HengQin International Marathon (HQ-M). Conducting structural equation modeling (SEM) analyses, the proposed model, integrating event service quality (ESQ), destination image (DI), satisfaction (SAT), and destination loyalty (DLOY), was confirmed. Nine hypothesized paths were identified among these four constructs, including six direct paths and three indirect paths. Meanwhile, mediation effects and serial mediation effects of DI and SAT between ESQ and DLOY were found. Good ESQ, positive DI, and high SAT were found both separately and collectively to enhance DLOY and have important implications for the strategic marketing of sporting events and sustaining city brand image.

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PENGARUH INFORMATION QUALITY DAN SERVICE QUALITY TERHADAP PERCEIVED VALUE DAN KONSEKUENSINYA TERHADAP CUSTOMER ENGAGEMENT BEHAVIOR INTENTION (STUDI PADA SOCIAL COMMERCE INSTAGRAM)

Jurnal Muara Ilmu Ekonomi dan Bisnis ◽

10.24912/jmieb.v5i2.12276 ◽

2021 ◽

Vol 5 (2) ◽

pp. 321

Author(s):

Ivonne Maria ◽

Valentino Wijaya ◽

Keni Keni

Keyword(s):

Service Quality ◽

Information Quality ◽

Perceived Value ◽

Partial Least Square ◽

Least Square ◽

Customer Engagement ◽

Equation Modeling ◽

Social Commerce ◽

Behavior Intention ◽

Engagement Behavior

Keberhasilan social commerce bergantung pada tingkat transaksi yang terjadi pada social commerce. Tingkat transaksi yang tinggi mengindikasikan adanya interaksi yang kuat dalam social commerce. Penelitian ini bertujuan untuk menguji pengaruh kualitas informasi, kualitas layanan terhadap persepsi nilai dan konsekuensinya terhadap niat perilaku keterlibatan pelanggan. Sampel yang terkumpul dalam penelitian ini berjumlah 214 responden menggunakan metode pengisian kuesioner yang dilakukan secara online. Pengujian hipotesis dilakukan dengan analisis Partial Least Square – Structural Equation Modeling (PLS-SEM) dengan software SmartPLS. Hasil penelitian ini menunjukkan bahwa kualitas informasi dan kualitas layanan berpengaruh secara positif terhadap persepsi nilai dan persepsi nilai berpengaruh secara positif terhadap niat perilaku keterlibatan pelanggan. The success of social commerce depends on the level of transactions that occur on the platform. A high transaction rate indicates a strong interaction in social commerce. This study aims to examine the effect of information quality, service quality on perceived value and its consequences on the customer engagement behavior intention. The sample collected in this study amounted to 214 respondents using online questionnaires. Hypothesis testing was conducted by analyzing Partial Least Square – Structural Equation Modeling (PLS-SEM) with SmartPLS software. The results of this study indicate that the information quality and service quality have a positive effect on perceived value and perceived value have a positive effect on customer engagement behavior intention.

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Antecedents and consequences of customer engagement: A case study of Saudi airline industry

Innovative Marketing ◽

10.21511/im.17(3).2021.03 ◽

2021 ◽

Vol 17 (3) ◽

pp. 30-44

Author(s):

Hawazen Alamoudi ◽

Majed Alharthi

Keyword(s):

Service Quality ◽

Airline Industry ◽

Structural Equation ◽

Customer Engagement ◽

Equation Modeling ◽

Electronic Survey ◽

Behavior Intentions ◽

Antecedents And Consequences ◽

The Relationship

The main aim of this study is to examine the antecedents and consequences of consumer engagement in the Saudi airline industry. In total, 403 usable responses were collected using an electronic survey. The study respondents include airline travelers who are living in Saudi Arabia. The survey data were examined using structural equation modeling (SEM) to verify the theoretical model. The major study findings suggest that a positive correlation is found between online brand experience, brand love, and customer engagement. Moreover, customer engagement is positively associated with repatronage intention. In addition, the moderating results show that service quality has a moderating influence on the relationship between customer engagement and repatronage intention. As a consequence, the findings indicate the existence of service quality and its role in determining customer behavior intentions. This study also offers a great understanding of the interaction between the important factors. Thus, they may be utilized as a guideline for managing air traveling and improving airline sales in the country.

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