scholarly journals User Antecedents, CRM Implementation and Impact on Customer Outcomes in Jordanian Service Industry

2022 ◽  
Vol 13 (1) ◽  
pp. 0-0
Keyword(s):  
Structural Equation ◽  
Service Industry ◽  
User Involvement ◽  
Customer Relationship ◽  
Policy Makers ◽  
Equation Modelling ◽  
Modelling Techniques ◽  
The Impact ◽  
Customer Outcomes ◽  
Structured Questionnaire

The implementation of Customer Relationship Management (CRM) has become increasingly important to scholars and practitioners over the last two decades. This study examined the relationships between user antecedents, CRM implementation, and customer outcomes. Its aims were to identify CRM user antecedents, explore the impact of these antecedents on CRM implementation, and examine the connection between CRM implementation and customer outcomes: loyalty, retention, and satisfaction. A quantitative method was employed consisting of a structured questionnaire. A total of 290 completed questionnaires were returned and analyzed with structural equation modelling techniques. The results indicated there were significant positive relationships between four out of five antecedents and CRM implementation; however, an impact of user involvement was not supported by the data. CRM implementation was also found to positively affect all three customer’s outcomes: loyalty, retention, and satisfaction. These findings are of practical and theoretical value to practitioners, customers, and policy makers

scholarly journals Identifying Factors of Indian Health System and Their Influence for Providing Good Customer Care

2021 ◽  
Vol 16 (4) ◽  
pp. 1-17
Author(s):  
Meenakshi Sood ◽  
Arun Aggarwal ◽  
Sahil Gupta ◽  
Sanjay Rastogi
Keyword(s):  
Health System ◽  
Customer Relationship Management ◽  
Structural Equation ◽  
Service Industry ◽  
Customer Relations ◽  
Customer Relationship ◽  
Indian Health ◽  
Equation Modelling ◽  
Customer Care ◽  
Legitimate Expectations

Customer relationship management is important for any service industry as a satisfied customer is likely to remain loyal, spread publicity thereby ensuring profits to the organizations. Healthcare is an important and fast-growing service industry in which patient is the customer and maintaining good relationship with them is highly profitable. Good customer relationship comes from an understanding of patients’ expectations and what factors lead to patient satisfaction. WHO in its report in 2000 introduced the Concept-Responsiveness, which deals with ‘meeting the universal, legitimate expectations of the patients. This study identifies factors related to patients’ expectations, satisfaction and hence good customer relations in Indian health system. Structural equation modelling was used to measure the influence of the factors suggested. The results show significant influence of patient’s expectations on customer relationship.

Winning the Loyalty of International Customers: A Perspective from the International Patients in India

2021 ◽  
pp. 231971452110110
Author(s):  
Huma Sethi
Keyword(s):  
Customer Relationship Management ◽  
Structural Equation ◽  
Medical Tourism ◽  
Customer Relationship ◽  
Primary Data ◽  
Cross Sectional ◽  
Competitive Edge ◽  
Equation Modelling ◽  
The Relationship ◽  
Structured Questionnaire

This article explores on how to win satisfaction and loyalty of customers travelling beyond national borders to avail services. The study investigates the effect of customer relationship management (CRM) practices on satisfaction and loyalty of international patients travelling to Indian hospitals. Given the challenges faced by the corporate hospitals in context to international patients, this article identified and discussed the relationship between CRM, customer satisfaction and customer loyalty. The study is based on a cross-sectional analytic study design, wherein primary data was collected through a structured questionnaire on a 5-point Likert scale from 419 respondents and processed through descriptive statistics and structural equation modelling using SPSS AMOS 20*. ‘Trust’ as a driver of CRM was found to be the most important predictor of satisfaction and loyalty, thus strategies around this element shall guide the corporate hospitals in establishing India as a medical tourism hub and having a competitive edge.

scholarly journals Modelling Attitude towards Consumption of Vegan Products

2020 ◽  
Vol 13 (1) ◽  
pp. 9
Author(s):  
Isabel Miguel ◽  
Arnaldo Coelho ◽  
Cristela Maia Bairrada
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Personal Health ◽  
Specific Context ◽  
Cross Sectional ◽  
National Cultures ◽  
Equation Modelling ◽  
The Impact ◽  
Structured Questionnaire ◽  
Animal Consumption

This study proposes to understand the impact of personal (health awareness and social influence) and moral (environmental concerns and animal welfare) antecedents on attitudes towards veganism and their effects on engagement with vegan products, along with their impact on purchase intention and word of mouth. Idealism is presented as a moderator of these proposed relationships. The study uses a structured questionnaire to gather data from two cross-sectional samples of 224 Portuguese and 356 Brazilian vegans collected from Facebook groups of vegans. Structural equation modelling is used to test the seven proposed hypotheses and the moderation effects. This research compares the influence of personal and moral determinants on veganism using idealism as a specific context to investigate their relationships, comparing Brazilian and Portuguese respondents and the effects of national cultures. Results show that attitudes towards veganism do not depend on personal causes, but rather on moral concerns. Motivations to reduce animal consumption, protect nature, and respect animal life seem to be guided by ethical principles.

scholarly journals The Impact of Hospital Supplier Integration on Hospital Performance in Pakistan

2020 ◽  
Vol 7 (1) ◽  
pp. 59-68
Author(s):  
Asad Ali ◽  
Danish Ahmed Siddiqui
Keyword(s):  
Information Technology ◽  
Information Sharing ◽  
Cost Reduction ◽  
Structural Equation ◽  
Hospital Performance ◽  
Supplier Integration ◽  
Equation Modelling ◽  
The Impact ◽  
Scale Data ◽  
Structured Questionnaire

The aim of this research is to analyze the Supplier Integration on performance of Hospitals within Pakistan. Four factors of supplier integration are identified as Logistics Integration (LI), Information Technology (IT), Cost Reduction (CR) and Information Sharing (IS) which have been analyzed using Smart PLS. Sample of 299 workers of hospitals is obtained using structured questionnaire comprising of 21 questions where the responses were measured on Likert Scale. Data was studied using SEM (Structural Equation Modelling). It was concluded that information sharing, information technology and cost reduction have significant impact on hospital performance while logistics integration has less significant impact on the hospital performance in Pakistan. The scope of this research is to conclude the factors involved in enhancing the performance of Hospitals by bringing about supplier integration.  

scholarly journals Do Environmental Transformational Leadership Predicts Organizational Citizenship Behavior towards Environment in Hospitality Industry: Using Structural Equation Modelling Approach

2021 ◽  
Vol 13 (10) ◽  
pp. 5594
Author(s):  
Jehanzeb Khan Gurmani ◽  
Noor Ullah Khan ◽  
Muhammad Khalique ◽  
Muhammad Yasir ◽  
Asfia Obaid ◽  
...  
Keyword(s):  
Transformational Leadership ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Social Information Processing ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Meaningful Work ◽  
Citizenship Behavior ◽  
Equation Modelling ◽  
The Impact

Voluntary pro-environmental behaviors in the workplace such as organizational citizenship behavior towards environment (OCBE) are pertinent for the organizations striving to become environmentally responsible entities. The significance of OCBE for green organizational initiatives has led scholars to strive for expanding its nomological network. Approaching from the theoretical angle of the social information processing approach, this quantitative, survey-based study theoretically links and empirically tests the impact of environmental transformational leadership on organizational citizenship behavior towards environment (OCBE) via mediating mechanism of perceived meaningful work. Data from a sample of 311 employees working in Pakistan’s hospitality sector were collected and analyzed to test the hypothesized relationships using structural equation modelling. Results indicated the indirect effect of perceived meaningful work on the relationship between environmental transformational leadership and organizational citizenship behavior towards environment. Implications of both theoretical and practical nature are laid out in the relevant sections of the paper.

scholarly journals Performance Management of Supply Chain Sustainability in Small and Medium-Sized Enterprises Using a Combined Structural Equation Modelling and Data Envelopment Analysis

2019 ◽  
Author(s):  
Prasanta Kumar Dey ◽  
Guo-liang Yang ◽  
Chrysovalantis Malesios ◽  
Debashree De ◽  
Konstantinos Evangelinos
Keyword(s):  
Supply Chain ◽  
Performance Measurement ◽  
Structural Equation ◽  
Supply Chain Performance ◽  
Data Envelopment ◽  
Sustainable Supply Chain ◽  
Policy Makers ◽  
Sustainability Performance ◽  
Equation Modelling ◽  
Improvement Measures

AbstractAlthough the contribution of small and medium-sized enterprises (SMEs) to economic growth is beyond doubt, they collectively affect the environment and society negatively. As SMEs have to perform in a very competitive environment, they often find it difficult to achieve their environmental and social targets. Therefore, making SMEs sustainable is one of the most daunting tasks for both policy makers and SME owners/managers alike. Prior research argues that through measuring SMEs’ supply chain sustainability performance and deriving means of improvement one can make SMEs’ business more viable, not only from an economic perspective, but also from the environmental and social point of view. Prior studies apply data envelopment analysis (DEA) for measuring the performance of groups of SMEs using multiple criteria (inputs and outputs) by segregating efficient and inefficient SMEs and suggesting improvement measures for each inefficient SME through benchmarking it against the most successful one. However, DEA is limited to recommending means of improvement solely for inefficient SMEs. To bridge this gap, the use of structural equation modelling (SEM) enables developing relationships between the criteria and sub-criteria for sustainability performance measurement that facilitates to identify improvement measures for every SME within a region through a statistical modelling approach. As SEM suggests improvements not from the perspective of individual SMEs but for the totality of SMEs involved, this tool is more suitable for policy makers than for individual company owners/managers. However, a performance measurement heuristic that combines DEA and SEM could make use of the best of each technique, and thereby could be the most appropriate tool for both policy makers and individual SME owners/managers. Additionally, SEM results can be utilized by DEA as inputs and outputs for more effective and robust results since the latter are based on more objective measurements. Although DEA and SEM have been applied separately to study the sustainability of organisations, according to the authors’ knowledge, there is no published research that has combined both the methods for sustainable supply chain performance measurement. The framework proposed in the present study has been applied in two different geographical locations—Normandy in France and Midlands in the UK—to demonstrate the effectiveness of sustainable supply chain performance measurement using the combined DEA and SEM approach. Additionally, the state of the companies’ sustainability in both regions is revealed with a number of comparative analyses.

The impact of the social network, stigma and empowerment on the quality of life in patients with schizophrenia

2011 ◽  
Vol 26 (1) ◽  
pp. 28-33 ◽  
Author(s):  
I. Sibitz ◽  
M. Amering ◽  
A. Unger ◽  
M.E. Seyringer ◽  
A. Bachmann ◽  
...  
Keyword(s):  
Quality Of Life ◽  
Social Network ◽  
Structural Equation ◽  
Internalized Stigma ◽  
Stigma Reduction ◽  
Equation Modelling ◽  
The Social ◽  
Recovery Approach ◽  
The Impact

Abstract:Objective:The quality of life (QOL) of patients with schizophrenia has been found to be positively correlated with the social network and empowerment, and negatively correlated with stigma and depression. However, little is known about the way these variables impact on the QOL. The study aims to test the hypothesis that the social network, stigma and empowerment directly and indirectly by contributing to depression influence the QOL in patients with schizophrenia and schizoaffective disorders.Method:Data were collected on demographic and clinical variables, internalized stigma, perceived devaluation and discrimination, empowerment, control convictions, depression and QOL. Structural equation modelling (SEM) was applied to examine the impact of the above-mentioned constructs on QOL.Results:The influences of the social network, stigma, empowerment and depression on QOL were supported by the SEM. A poor social network contributed to a lack of empowerment and stigma, which resulted in depression and, in turn, in poor QOL. Interestingly, however, the social network and stigma did not show a direct effect on QOL.Conclusions:Following a recovery approach in mental health services by focusing on the improvement of the social network, stigma reduction and especially on the development of personal strength has the potential to reduce depression in patients with psychosis and improving their QOL.

Non-Muslim consumers’ perception toward purchasing halal food products in Malaysia

2015 ◽  
Vol 6 (1) ◽  
pp. 133-147 ◽  
Author(s):  
Ahasanul Haque ◽  
Abdullah Sarwar ◽  
Farzana Yasmin ◽  
Arun Kumar Tarofder ◽  
Mirza Ahsanul Hossain
Keyword(s):  
Structural Equation ◽  
Random Distribution ◽  
Service Industry ◽  
Food Service ◽  
Food Products ◽  
Content Type ◽  
Muslim Countries ◽  
Equation Modelling ◽  
Halal Food ◽  
Practical Implications

Purpose – This study aims to identify the factors that influence Malaysian non-Muslim consumers’ perception towards buying halal food products. Design/methodology/approach – A structured close-ended questionnaire was used for data collection through a random distribution to 500 non-Muslim consumers from various states in Malaysia. Findings – Using SPSS package, the factor analysis was able to identify three main variables. Later, the hypotheses were tested using structural equation modelling. This study has indicated that the perception of non-Muslim consumers about halal food products is influenced by their attitude, subjective norm and perceived behavioural control, specifically in the context of Malaysia. Research limitations/implications – This finding will help both the academics and the industry food makers in understanding the perception of non-Muslim consumers towards the concept of halal food products. Practical implications – The outcome of the study can serve as a useful reference to relevant Malaysian statutory bodies on the current perception of the Malaysian non-Muslim consumers towards Malaysian halal agenda. This will also help the industry food makers to serve their customers better as well as maximize their profit through a well-planned marketing campaign. Social implications – It prepares a sound basis for Malaysian policymakers to promote the involvement of Malaysian non-Muslim entrepreneurs within the halal food service industry with the intent of improving the socio-economic strata of its participants and, at the same time, fulfilling their religious obligations in providing halal foods for fellow Muslims. Originality/value – Because very few researches have studied non-Muslim consumers’ perception towards halal food products, the development of halal food theory will help in capitalizing the practices in non-Muslim countries.

Antecedents and consequences of trust: an e-tail branding perspective

2016 ◽  
Vol 44 (7) ◽  
pp. 713-730 ◽  
Author(s):  
Gopal Das
Keyword(s):  
Purchase Intention ◽  
Structural Equation ◽  
Design Methodology ◽  
Brand Management ◽  
Online Shopping ◽  
Content Type ◽  
Equation Modelling ◽  
Managerial Implications ◽  
Antecedents And Consequences ◽  
Structured Questionnaire

Purpose – The purpose of this paper is to examine the antecedents and consequences of trust in online shopping from an e-tail branding perspective. Design/methodology/approach – A structured questionnaire was used to collect data online from Indian e-tail shoppers (n=309). A structural equation modelling (CB-SEM approach) was used to analyse the data. Findings – The results found e-tailer awareness, e-tailer associations, and e-tailer perceived quality as antecedents of trust in online shopping. The results also showed online trust positively influences the behavioural intentions, namely, purchase intention, repurchase, and recommendation. Originality/value – This study examines the applicability and branding and brand management principles in an e-tail branding context. Theoretical and managerial implications of these results are further discussed.

Electronic Customer Relationship Management (E-CRM) and Customer Loyalty

2022 ◽  
Vol 18 (1) ◽  
pp. 0-0
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Service Providers ◽  
Positive Impact ◽  
Equation Model ◽  
Mediating Effect ◽  
Customer Relationship ◽  
The Impact ◽  
The Relationship

This study examined the impact of E-CRM on customer loyalty with the mediating effect of customer satisfaction in the banking industry. Customer satisfaction is important for loyalty because when the customers are satisfied with the services offered by their service providers, the relationship gets stronger which further leads to positive word-of-mouth. The data was collected using purposive sampling from 836 banks’ customers who were using E-CRM services and the data was analyzed using structural equation model (SEM) through AMOS. The results revealed that E-CRM and customer satisfaction had a significant positive impact on customer loyalty and also customer satisfaction partially mediated the relationship between E-CRM and customer loyalty. This study would offer useful acumen to both academicians and marketers and would help the bank managers to improve the quality of the services provided to their customers.

Sign in / Sign up

Export Citation Format

Share Document