scholarly journals E-commerce applications in the tourism industry: A Tanzania case study

2015 ◽  
Vol 46 (4) ◽  
pp. 53-64 ◽  
Author(s):  
B-Y. Chang ◽  
M. J. Magobe ◽  
Y. B. Kim
Keyword(s):  
Customer Service ◽  
Value Chain ◽  
Structural Equation ◽  
Business Performance ◽  
Positive Impact ◽  
Tourism Industry ◽  
Equation Modeling ◽  
Customer Base ◽  
Tourism Sector ◽  
The Government

Tourism which is regarded as information intensive sector is the mostly affected sector by technology revolution and its traditional trading structures have been totally changed. The adoption and use of e-commerce in tourism sector is regarded as a tool to widen market reach and improve efficiency and effectiveness of business operations. The degree of impact of e-commerce use on business performance depends on the intensity of its usage in organization’s key value-chain activities. However, the intensity of e-commerce use is influenced by technological, organizational and environmental (TOE) contextual factors. Based on TOE model and the existing literature on post-adoption use of e-commerce, a set of factors that affect the intensity of e-commerce use in Tanzanian tourism sector was identified. A survey was conducted with 181Tanzanian tourism firms that have already adopted e-commerce and structural equation modeling (SEM) was used to analyze the data. The findings indicated that the scope of e-commerce use has a positive impact on business performance in terms of improved internal processes, competitive position, customer service delivery, overall business performance and increased customer base. The scope of e-commerce use is affected positively by pressure intensity and perceived benefits and negatively by barriers to e-commerce use. The findings have highlighted key areas that require immediate actions from both the government and private sector in order to promote a successful growth of e commerce in the country.

scholarly journals The Moderation Effect of External Environment Turbulence in Tourism Sector: Comparative Analysis of Pakistan & Thailand

2018 ◽  
pp. 672-684
Keyword(s):  
Environmental Factors ◽  
Structural Equation ◽  
Business Performance ◽  
Tourism Industry ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Military Operations ◽  
Moderation Effect ◽  
Business Innovation ◽  
Tourism Sector

Tourism sector in Pakistan is facing a situation of severe crisis, plagued by poor management, lack of infrastructure, weak and ineffective policy and implementation. The looming cloud of terrorism has further diminished the role the sector could play in the country and the region’s development. Recent military operations against terrorist elements and the inauguration of China Pakistan Economic Corridor (CPEC) are being hailed as a new phase, bringing more opportunities for business. However, it may also bring new challenges to the existing industry as well. The Thailand tourism industry faced similar kind of situation but it sailed out. The current research paper examined the moderating effect of external environmental factors and relationship of Customer Relationship Management Effectiveness (CRMe) with business performance and business innovation. A sample of 382 respondents was selected. The respondents belonged to Tourism sector in Pakistan and Thailand. The responses were tested and analyzed using Structural Equation Modeling in AMOS. It was observed that Technological Turbulence, Market Turbulence and Competitive Intensity significantly moderate the relation of CRMe with business innovation and business performance. This study is significant as it highlights the importance of external environmental factors for business performance and innovation Vis a Vis the effectiveness of an organization’s CRM capability. Results of this study hold significant implications for policy makers and stake holders.

scholarly journals Sustainable Supply Chains: Evidence from Small and Medium-Sized Manufacturers

2021 ◽  
Vol 13 (16) ◽  
pp. 9059
Author(s):  
Jun-Der Leu ◽  
Larry Jung-Hsing Lee ◽  
Yi-Wei Huang ◽  
Chia-Chi Huang
Keyword(s):  
Supply Chain ◽  
Structural Equation ◽  
Business Performance ◽  
Manufacturing Industry ◽  
Positive Impact ◽  
Value Added ◽  
Equation Modeling ◽  
Sustainable Supply Chain ◽  
Sustainable Business ◽  
Sustainable Supply Chains

As a result of the 1997 Kyoto Protocol, numerous countries have become highly interested in sustainability. Manufacturers have been triggered to develop sustainable supply chain strategies in consideration of their value-added processes and stakeholders. This study was conducted, in the context of small- and medium-sized enterprises in the Taiwanese manufacturing industry, in order to examine the relationship between sustainability and business performance from the perspective of the supply chain aspects of business cooperation, operation integration, and enterprise commitment. A total of 290 companies were surveyed and structural equation modeling was applied to analyze the figures from the samples. The results reveal that the implementation of sustainable practices in the context of enterprise commitments, supply chain cooperation, and operation integration has a positive impact on sustainability and business performance. Furthermore, in high-value manufacturing, supply chain cooperation significantly affects sustainable business performance through internal operation integration. These results may serve as a reference for the realization of supply chain sustainability in small- and medium-sized enterprises.

CRM, service quality and organizational performance in the banking industry: a comparative study of conventional and Islamic banks

2020 ◽  
Vol 38 (5) ◽  
pp. 1081-1106 ◽  
Author(s):  
Hind Lebdaoui ◽  
Youssef Chetioui
Keyword(s):  
Service Quality ◽  
Organizational Performance ◽  
Customer Service ◽  
Structural Equation ◽  
Banking Industry ◽  
Positive Impact ◽  
Equation Modeling ◽  
Islamic Banks ◽  
Content Type ◽  
Conventional And Islamic Banks

PurposeThis paper aims to examine a model that uses customer service quality as an intervening mechanism in the relationship between customer relationship management (CRM) practices and organizational performance in two different banking structures: conventional and Islamic. The study focuses on organizational and technological practices of CRM, as both have been demonstrated to be critical to CRM success.Design/methodology/approachThe analysis is based on responses from 247 managers from conventional banks and 141 managers from Islamic banks operating in Morocco using a self-administered questionnaire. The partial least squares structural equation modeling (PLS-SEM) technique is employed for data analysis.FindingsFindings demonstrate that customer service quality plays a mediating role between CRM practices (organizational and technological) and organizational performance in both conventional and Islamic banks. Our results confirm the positive impact of CRM practices on organizational performance in the two banking structures.Practical implicationsThis study enhances our understanding of how CRM practices contribute to improving customer service quality and organizational performance in both conventional and Islamic banks. Bank managers, who aim to deliver superior service quality and achieve customer satisfaction and retention, should capitalize on the benefits of implementing CRM organizational and technological practices.Originality/valueThe present paper bridges a gap pertaining to key practices and factors that impact CRM success in the banking industry. It is the first of its kind to investigate the effect of CRM practices on organizational performance with customer service quality as a mediating variable. The study also contributes to the field of CRM literature, as CRM has rarely been addressed in an Islamic banking context.

Environmental knowledge strategy: driving success of the hospitality industry

2019 ◽  
Vol 42 (6) ◽  
pp. 662-680 ◽  
Author(s):  
Aurora Martínez-Martínez ◽  
Juan Gabriel Cegarra Navarro ◽  
Alexeis García-Pérez ◽  
Ana Moreno-Ponce
Keyword(s):  
Structural Equation ◽  
Business Performance ◽  
Positive Impact ◽  
Equation Model ◽  
Tourism Industry ◽  
Environmental Knowledge ◽  
Content Type ◽  
Knowledge Strategy ◽  
Hospitality Sector ◽  
Practical Implications

Purpose The dynamics of tourism as both an activity and an industry, combined with the growing concerns about the environment, call for continuous efforts in seeking new approaches, tools and perspectives for the acquisition of environmental knowledge by organisations in the hospitality sector. The purpose of this research is to examine the relationships between environmental knowledge, organisational learning and business performance in the context of the tourism industry. Emphasis is made on understanding the process of updating the environmental knowledge base of an organisation through appropriate learning processes within the business. Design/methodology/approach Using a structural equation model, feedback received from 87 companies from the Spanish hospitality sector in a longitudinal study consisting of two distinct phases in 2008 and 2014 was studied. Findings The results of the analysis indicate that environmental knowledge has a positive impact on business performance. Also, the study found that a review of the levels of awareness about environmental problems across the organisation is required at regular intervals (in this research, six years after the initial analysis). Practical implications The focus on the hospitality sector makes this research relevant for a significant number of hotels and their supply chains around the world. Originality/value The research has addressed the challenges of sustainability and environmental performance from a perspective not previously covered in the extant literature, an approach further improved by the longitudinal nature of this study, performed over a period of six years.

scholarly journals The Relationship between CRM Strategy and Customer Satisfaction in Rice Business in North-Eastern Thailand

2021 ◽  
Vol 56 (2) ◽  
pp. 430-442
Author(s):  
Chayanan Kerdpitak
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Structural Equation ◽  
Business Performance ◽  
Primary Objective ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Research Approach ◽  
Customer Data ◽  
North Eastern

A combination of strategies, practices, and technologies to analyze and manage customer data and interaction throughout the customer lifecycle by the organizations is known as customer relationship management (CRM). The primary objective of CRM is to enhance customer retention, increase customer service relationships, and boost sales growth. According to the current study, CRM strategy, or the organizations involved in the rice business, directly impact customer satisfaction and business performance, particularly in North Eastern Thailand. CRM strategies, such as sales, feedback, marketing, and support, positively impact customer satisfaction and business performance. Hence, this research was carried out to investigate a fundamental factor influencing the business performance of rice production in the northeast of Thailand. The conceptual framework was developed from the competitive advantage theory of business organizations and other contemporaneous research in rice business performance. Accordingly, the study considered the importance of sales, marketing, support, feedback, and customer satisfaction employing a quantitative research approach. A questionnaire was used for data collection from 420 managers of the rice business of community enterprises in Northeastern Thailand. Finally, data were analyzed using structural equation modeling (SEM) to examine the actual rice business performance of the organizations studied through all operational links in the CRM. It is concluded that increased sales, feedback, marketing, and sales increase customer satisfaction and the concerned organizations’ business performance. The current study is an excellent contribution for the practitioners to improve their business performance.

scholarly journals Factors Influence the Adoption of the Islamic Banking System: Customers Perception in Pakistan

ETIKONOMI ◽  
2019 ◽  
Vol 18 (2) ◽  
pp. 275-286
Author(s):  
Muhammad Masood Mir ◽  
Daniyal Iftikhar ◽  
Osama Ahsan ◽  
Nousheen Abbas Naqvi
Keyword(s):  
Customer Service ◽  
Structural Equation ◽  
Banking Sector ◽  
Positive Impact ◽  
Banking System ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Islamic Banking ◽  
Analysis Tool ◽  
Customer Preferences

The purpose of this paper is to analyze customer perceptions of the banking sector after the advent of the Islamic banking system. This research uses structural equation modeling as its analysis tool. The results of the analysis illustrate that the range of customer service and the length of the bank-customer relationship has a positive impact on customer preferences in choosing Islamic banking. This study provides a framework not only for the banking sector but also for other organizations. This study is an effort so that each organizational policy is appropriate to get customer preferences and optimal results in the form of satisfied and loyal customers.JEL Classification: G21, G29

scholarly journals IMPACT OF PSYCHOLOGICAL CHARACTERISTICS ON BUSINESS PERFORMANCE OF MUSLIM WOMEN ENTREPRENEURS IN SRI LANKA

2021 ◽  
Vol 7 (4) ◽  
Author(s):  
M. A. C. Salfiya Ummah
Keyword(s):  
Sri Lanka ◽  
Women Entrepreneurs ◽  
Structural Equation ◽  
Business Performance ◽  
Positive Impact ◽  
Muslim Women ◽  
Sampling Technique ◽  
Psychological Characteristics ◽  
Psychological State ◽  
Equation Modeling

Women entrepreneurship is a highly stressful initiative which requires mental efforts related to psychological characteristics. In some Islamic families, women are less empowered, as their mobility is constrained and certain traditions and values observed by society affect their achievement in business. Therefore, this study aims to investigate the effects of several psychological capital (PC) factors on the business performance (BP) of Muslim women entrepreneurs (MWEs) in Sri Lanka. The measurement of PC entails the factors of need for achievement (NA), risk taking (RT), internal locus of control (ILC), and independent motives (IM). Data were collected using a structured questionnaire; the study sample involved 260 MWEs from Sri Lanka’s Eastern Province selected via the simple random sampling technique. The structural equation modeling (SEM) method with AMOS was used to test the proposed hypotheses. The findings show that only RT had a significant and positive impact on BP, whereas NA, ILC, and IM did not significantly influence the BP of MWEs in Sri Lanka. In short, those who were risk takers were able to make positive achievements in their business ventures. The study findings provide evidence of the significance of family members, spouses and social stigma on the MWEs’ psychological state and ultimately their business performance.  

scholarly journals The Increase of Satisfaction and Loyalty with Antecedents of Trust, Perceived Value, Price for Simpati Card Customers [Peningkatan Kepuasan dan Loyalitas dengan Anteseden Kepercayaan, Nilai Yang Dipersepsikan, Harga pada Pelanggan Kartu Simpati]

2019 ◽  
Vol 2 ◽  
pp. 398
Author(s):  
Mahmud Mahmud ◽  
Tiva Khoirunissa
Keyword(s):  
Customer Service ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Sampling Method ◽  
Positive Impact ◽  
Perceived Value ◽  
Equation Modeling ◽  
Analysis Method ◽  
The City

This study aims primarily at increasing Customer Loyalty through Trust, Perceived Value and Price for Simpati card customers in Semarang. Respondents who are the object of research are customers who use Simpati card customer service. Determination of the sample using the Purposive Sampling method obtained a sample of 180 respondents. Data collection uses questionnaires that are filled independently by respondents. The analysis used is the analysis method of Structural Equation Modeling (SEM). The results of this study prove that: Trust, perceived value and price have a positive and significant influence on satisfaction. While Trust, perceived value, price, and satisfaction have a positive impact on customer loyalty. The trust variable is the most effective variable in increasing Sympathy Card Customer Loyalty in the City of Semarang through customer satisfaction compared to the perceived value and price.

Integrated sustainable supply chain management and firm performance in the Indian textile industry

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shashi K. Shahi ◽  
Atul Shiva ◽  
Mohamed Dia
Keyword(s):  
Firm Performance ◽  
Textile Industry ◽  
Structural Equation ◽  
Business Performance ◽  
Positive Impact ◽  
Equation Modeling ◽  
Demand Side ◽  
Sustainable Supply Chain ◽  
Content Type ◽  
Sustainability Initiatives

PurposeThis research study explores the adoption of integrated sustainable SCM practices in the textile industry in India and its impact on the firm's business performance.Design/methodology/approachThe analysis was carried out using the partial least squares structural equation modeling using SmartPLS 3.3.2.FindingsIt was found that the demand-side sustainability initiatives of the large firms and the internal sustainability practices of the small firms directly impacted their business performance. It was also found that the suppliers' sustainability initiatives had a direct and positive impact on the internal sustainability of the firm, which in turn had a direct and positive impact on the demand-side sustainability in the Indian textile industry.Originality/valueThe findings emphasize the distinctive role of each dimension of the integrated sustainable SCM on the firm performance in the Indian textile industry.

Electronic Word of Mouth Effects on Middle East Destination Overall Image and Behavioral Intention

2022 ◽  
pp. 134-151
Author(s):  
Ashraf Mohammad Alfandi ◽  
Valeri Marco
Keyword(s):  
Behavioral Intention ◽  
Structural Equation ◽  
Positive Impact ◽  
Positive Influence ◽  
Tourism Industry ◽  
Mediating Effect ◽  
Destination Image ◽  
Equation Modeling ◽  
The Relationship ◽  
Intention To Revisit

This study investigated the relationship among e-WOM, overall destination image, and European tourist behavioral intention to revisit and recommend Jordan as a tourism destination. The study examined the mediating effect of destination overall image on the relationship between e-WOM and tourist behavioral intention. A total of 339 questionnaires were collected from European tourists who visited Jordan in 2018 through a self-administered questionnaire. Structural equation modeling (SEM) was used. The result of SEM identified that e-WOM has a positive influence on the overall destination image and on the tourist behavioral intention. The overall image positively influenced the tourist behavioral intention. Overall destination image partially mediates between e-WOM and behavioral intention, and thereby, the positive impact of e-WOM on behavioral intention could be aggravated through the mediating effect of destination overall image. The findings have implications on the tourism industry, especially for key players in the Jordanian tourism board and travel companies.

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