scholarly journals Perceived Interactional Justice of Service Recovery and Post-recovery Satisfaction: A Study of Domestic Airline Customers in South West Nigeria

2021 ◽  
Vol 4 (3) ◽  
pp. 51-61
Author(s):  
Ogunode P.O. ◽  
Nkamnebe A.D.
Keyword(s):  
Service Recovery ◽  
Interactional Justice ◽  
Partial Least Square ◽  
Least Square ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Research Model ◽  
South West ◽  
Recovery Satisfaction ◽  
Domestic Airline

This study examined perceived interactional justice of service recovery and post-recovery satisfaction: a study of domestic airline customers in south west Nigeria. This study adopted the perceived justice theory to service recovery with the three dimensions of justice underpinning the study’s conceptual framework/research model. Quantitative research design was employed. The unit of analysis comprised of domestic airline customers in south west geopolitical zone of Nigeria. Quota and purposive sampling were the sampling techniques and a sample of 1,998 respondents was statistically drawn using Cochran. Questionnaire was the research instrument; exploratory factor analysis through principal component extraction method was used to statistically measure construct validity while Cronbach Alpha was used to establish the reliability of the instrument. Hypothesized relationships in the path diagram resulting from the research model were tested using Partial Least Square Structural Equation Modeling (PLS-SEM) with the aid of IBM®SPSS®AMOSTM25. The finding of this study showed that interactional justice had significant and positive influence on post-recovery satisfaction. It was recommended that airline companies operating in the study area should focus more attention to interactional justice by ensuring prompt response, politeness, listening to customer’s complaints individually, and makes good efforts to tackle the complaints in a satisfactory manner.

scholarly journals Perceived Distributive Justice of Service Recovery and Post-recovery Satisfaction: A Study of Domestic Airline Customers in South West Nigeria

2021 ◽  
Vol 4 (3) ◽  
pp. 39-50
Author(s):  
Ogunode P.O. ◽  
Nkamnebe A.D.
Keyword(s):  
Distributive Justice ◽  
Service Recovery ◽  
Partial Least Square ◽  
Least Square ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Research Model ◽  
South West ◽  
Recovery Satisfaction ◽  
Domestic Airline

This study examined perceived distributive justice of service recovery and post-recovery satisfaction: a study of domestic airline customers in south west Nigeria. The study adopted the perceived justice theory to service recovery with the three dimensions of justice underpinning the study’s conceptual framework/research model. Quantitative research design was employed. The unit of analysis comprised of domestic airline customers in south west geopolitical zone of Nigeria. Quota and purposive sampling were the sampling techniques and a sample of 1,998 respondents was statistically drawn using Cochran. Questionnaire was the research instrument; exploratory factor analysis through principal component extraction method was used to statistically measure construct validity while Cronbach Alpha was used to establish the reliability of the instrument. Hypothesized relationships in the path diagram resulting from the research model were tested using Partial Least Square Structural Equation Modeling (PLS-SEM) with the aid of IBM®SPSS®AMOSTM25. The finding of this study showed that distributive justice had significant and positive influence on post-recovery satisfaction. It was recommended that airline companies operating in the zone should organize regular training programmes for their staff on how to work with emerging aviation technologies so as to minimize errors and reduce costs that are associated with compensation.

scholarly journals THE ROLES OF SUPPORTIVE MANAGEMENT AND EMPLOYEES’ COMMITMENT TO SERVICE QUALITY TOWARDS SERVICE RECOVERY PERFORMANCE AMONG HOTEL EMPLOYEES IN MALAYSIA

2020 ◽  
Vol 5 (18) ◽  
pp. 78-87
Author(s):  
Nuraina Nadiah Rosli ◽  
Siti Rohaida Mohamed Zainal
Keyword(s):  
Service Quality ◽  
Service Recovery ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Hotel Employees ◽  
Service Recovery Performance ◽  
Hotel Sector ◽  
Recovery Performance ◽  
Supportive Management

Service recovery performance is highly significant in the hotel sector as it ensures customers’ satisfaction and loyalty. Long and inconsistent working hours and schedules, along with strenuous tasks, are the norm for jobs in the hotel sector and these challenging traits can greatly effect the job performance of hotel employees. Hence it is fundamental to identify the factors affecting their performance of service recovery. In developed countries, a large number of studies have been reported on service recovery performance. However, only a small number of such studies have been undertaken in developing countries. In addition, the number of studies on the effects of supportive management and employees’ commitment to service quality in influencing their service recovery performance is also limited. Hence, the purpose of the current study is to investigate the effects of supportive management and employees’ commitment to service quality towards service recovery performance, amongst 3-star hotels situated in the northern region of Peninsular Malaysia. The data was collected from a total of 104 hotel employees and analysed using the structural equation modeling-partial least square (SEM-PLS) approach. The outcomes unveiled that supportive management and employees’ commitment to service quality has a significant, positive effect on service recovery performance. In conclusion, the outcomes lead to the hotel sector and the existing body of knowledge by verifying the relevance of equity theory in service recovery performance in the hotel sector framework.

Role of market orientation in sustainable performance

Humanomics ◽  
2016 ◽  
Vol 32 (3) ◽  
pp. 352-375 ◽  
Author(s):  
Soheil Kazemian ◽  
Rashidah Abdul Rahman ◽  
Zuraidah Mohd Sanusi ◽  
Abideen A. Adewale
Keyword(s):  
Market Orientation ◽  
Structural Equation ◽  
Customer Orientation ◽  
Partial Least Square ◽  
Least Square ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Future Research ◽  
Content Type ◽  
Competitor Orientation

Purpose Without prejudice to the efficacy of other poverty alleviation mechanisms, micro-financing arguably enjoys relative prominence. However, notwithstanding the remarkable loan repayment rate that the microfinance firms report, they still face the challenge of sustainability. The paper aims to provide insights into how three dimensions of market orientation, namely, customer orientation, competitor orientation and inter-function coordination, affect the two aspects of the sustainability of microfinance institutions (MFIs; management and financial). Design/methodology/approach To achieve this goal, this study focuses on Amanah Ikhtiar Malaysia (AIM), a leading microfinance provider which is also the largest MFI in South East Asia. Data elicited via a survey questionnaire administered on 190 management staff of AIM across Malaysia are subjected to statistical analysis via the partial least square-structural equation modeling using SmartPLS 2.0. Findings The results provide empirical evidences that indicate that management sustainability is significantly influenced by customer orientation and inter-function coordination. However, only customer orientation affects the financial sustainability of AIM. Nevertheless, competitor orientation has non-significant effects on both aspects of sustainability of AIM. Research limitations/implications The result of the paper contributes to the literature in understanding the long-term sustainable financial and social performance-based market orientation. Originality/value Findings are useful for policy makers, management of MFIs, practitioners and academics to enhance microfinance system. Managerial implications, limitation of the study and suggestions for future research are also included.

scholarly journals Pengaruh Selebrity Endorsme, Brand Image, dan Testimoni dalam Menigkatkan Minat Beli Produk (Studi Kasus : Instagram UKM Kylafood)

2021 ◽  
Vol 4 (2) ◽  
pp. 104-110
Author(s):  
Ogi Maulana Firli ◽  
Muhamad Rizal ◽  
Ria Arifianti ◽  
Asmaul Husna
Keyword(s):  
Structural Equation ◽  
Quantitative Methods ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Distribution Data ◽  
Research Model ◽  
Celebrity Endorsement ◽  
Positive Effect

The purpose of this study is to determine the effect of Celebrity Endorsement, Brand Image, and Testimonials on consumer buying interest in Kylafood products on Instagram Social Media. The research methods used in this research are descriptive and quantitative methods. Data analysis techniques and research model submissions use Structural Equation Modeling-Partial Least Square (SEM-PLS) with 95 questionnaire distribution data aimed at people who at least follow one celebrity endorsment on Instagram, know the kylafood brand, know the testimonials of the kylafood brand and intending to buy kylafood products. The results of this study state that the celebrity endorsement and testimonial variables have a significant positive effect on buying interest in Kylafood products on Instagram, while the brand image variable has a positive but not significant effect.

scholarly journals The relationships among service failure, service recovery, customer satisfaction and trust at international hospitals: A Case in Vietnam

2021 ◽  
Vol 9 (4) ◽  
pp. 887-896 ◽  
Author(s):  
Quoc Nghi Nguyen ◽  
Van Tung Huynh ◽  
Van Nam Mai
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Service Failure ◽  
Service Recovery ◽  
Interactional Justice ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Hospital System ◽  
Service Failures ◽  
And Behavior

The objective of this study is to demonstrate the relationships among the severity of service failure, service recovery, customer satisfaction and loyalty towards the Vietnamese international hospital system. The research data were collected from 303 customers who have used services and experienced service failures at international hospitals. Applying Structural Equation Modeling, the study pointed out that service failure includes three dimensions, which are system failure, request failure, and behavior failure. Meanwhile, service recovery is made up of three dimensions which are distributive justice, procedural justice, and interactional justice. The severity of service failure positively affects service recovery and service recovery puts a powerful impact on customer satisfaction, thereby increasing their trust in international hospitals in Vietnam.

scholarly journals INCREASE CUSTOMER AFFECTION: FOCUSING ON JUSTICE PERCEPTION EFFECT TO THE LOYALTY

2021 ◽  
Vol 19 (4) ◽  
pp. 858-869
Author(s):  
Aditya Pramono ◽  
◽  
Mintarti Rahayu ◽  
Djumilah Hadiwidjojo ◽  
◽  
...  
Keyword(s):  
Distributive Justice ◽  
Procedural Justice ◽  
Service Failure ◽  
Interactional Justice ◽  
Total Sample ◽  
Partial Least Square ◽  
Least Square ◽  
Three Dimensions ◽  
Justice Perception ◽  
Patient Loyalty

This research was aimed to determine the direct and indirect effect of justice perception, which would be analyzed in this research and based on three dimensions as distributive justice, interactional justice, and procedural justice to the customer affection and loyalty of patients in Xxx Hospital Malang. The research population covered the patients or families who have complained about service failure in the hospital. This data was based on the data from the public relation of Xxx Hospital Malang in 2018. The total sample was 232 respondents who had been selected through the saturated sampling method. The data was analyzed through the Partial Least Square PLS technique in SmartPLS 3.0 program application. The research finding indicated that distributive justice did not significantly affect customer affection from the three construct dimensions of justice perception. In contrast, the interactional justice and procedural justice affected positively and significantly the customer affection, and then the customer affection affected positively and significantly patient loyalty. This result showed that the higher interactional justice and procedural justice of patients would determine the higher customer affection of patients to Xxx Hospital Malang. The higher customer affection would determine the higher patient loyalty. For further research is recommended to re-explore the research variables that might affect the customer affection and loyalty directly on similar research objects or other hospitals, for instance, customer satisfaction, revisit intention, WOM, and other aspects. The next researches should also be done by developing the research model and using samples with different characteristics.

scholarly journals Cryptocurrency Acceptance: A Case of Malaysia

2019 ◽  
Vol 8 (5C) ◽  
pp. 28-38
Keyword(s):  
Pilot Study ◽  
Structural Equation ◽  
Online Survey ◽  
Reliability And Validity ◽  
Measurement Model ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Research Model ◽  
Community Group

Since the inception of the first cryptocurrency in 2008, cryptocurrency has been receiving global attention from the public, media, merchants and regulators. Although the general sentiment suggested cryptocurrencies which leverage on blockchain technology might eventually replace the paper currency as the mainstream currency, the Malaysian regulators are still unsure that a well-established cryptocurrency ecosystem can come into place anytime soon. Unfortunately, there is a lack of cryptocurrency acceptance study, particularly in Malaysia (developing country context). Hence, this paper aims to propose a research model that integrates cryptocurrency dimension antecedents with Unified Theory of Acceptance and Use of Technology2 (UTAUT2) constructs to examine the factors that influence cryptocurrency acceptance. This study employs a quantitative approach by collecting online survey questionnaire data through the means of cryptocurrency community group on social media. The survey instrument was reviewed by four experts from the field of blockchain and 36 responses have been gathered from individuals who have cryptocurrency knowledge for pilot study. To further evaluate the reliability and validity of the proposed measures, the measurement model was assessed using structural equation modeling (SEM) technique with partial least square approach (PLS). SmartPLS software was used for PLSSEM analyses. In this paper, the proposed research model contributes a high-level overview of and valuable insights into the potential cryptocurrency acceptance factors to regulatory bodies, practitioners as well as prospective cryptocurrency users. The findings of pilot study confirm that the measurement items and constructs in the proposed model are reliable and valid.

scholarly journals ANALISIS PENERIMAAN PENGGUNA APLIKASI SIAKAD DESKTOP UNIVERSITAS BRAWIJAYA MENGGUNAKAN UTAUT

JOUTICA ◽  
2019 ◽  
Vol 4 (1) ◽  
pp. 168
Author(s):  
Yusi Tyroni Mursityo ◽  
M. Chandra Saputra ◽  
Admaja Dwi Herlambang
Keyword(s):  
Information System ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Heuristic Evaluation ◽  
Research Model ◽  
Technological Environment ◽  
Tertiary Institutions ◽  
Time Period ◽  
Academic Information

Education services from tertiary institutions have applied a lot of the Academic Information System (SIAKAD). In the research on heuristic evaluation in the Academic Information System of Brawijaya University, there were several problems related to users, including problems in the ease of users to interact or use applications, SIAKAD Desktop which did not provide information to the user about the condition of a process within a certain time period or time. On the other hand, universities must guarantee the best service. Therefore, it is necessary to evaluate the acceptance of SIAKAD Desktop users to find out what factors can affect the use of Desktop SIAKAD. UTAUT as a theoretical model will be used to explore the acceptance and use of the technological environment, especially for SIAKAD users in the academic section of the Faculty of Computer Science, Universitas Brawijaya. The data that has been collected will then be analyzed using the Partial Least Square Sequence Equation Modeling (PLS SEM) method. The results of the analysis show that only the conditions of the facilities significantly influence the behavior of using SIAKAD Desktop. The UTAUT model can only explain 44.8% of the factor variants using SIAKAD Desktop which is included in the moderate category. Therefore, it is necessary to develop a research model construct construct so that the prediction of the variance accuracy of the research model increases. In addition, it is expected that further research can cover a wider population target so that data is more reliable.

scholarly journals The Relationship between Service Recovery and Patronage Intentions: The Mediating Role of Relationship Quality

2017 ◽  
Vol 10 (8) ◽  
pp. 215 ◽  
Author(s):  
Mauro Sciarelli ◽  
Abdelhakim A. Nagm ◽  
Mona I. Dakrory ◽  
Mario Tani ◽  
Mohamed A. Khashan
Keyword(s):  
Relationship Quality ◽  
Service Providers ◽  
Service Recovery ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Recovery Strategies ◽  
The Relationship ◽  
Patronage Intentions

This study aims to investigate, using the structural equation modeling with a partial least square (PLS-SEM) approach, the relationship among service recovery strategies, relationship quality, and customer patronage intentions concerning Internet Service Providers (ISPs) in Egypt. Our findings confirmed that some service recovery strategies positively influence on both relationship quality and patronage intentions. As well as, relationship quality has a significant impact on customer patronage intentions. Furthermore, relationship quality has the role of a mediator of the relationship between SR strategies and patronage intention. Moreover, both speeds of recovery and empathy moderate the relationship between some SR strategies and relationship quality. Finally, our study proposed some theoretical and managerial implications.

Consumer decision journey for online group buying: psychological and intentional procedure perspectives

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shu-Chiung Lin ◽  
Hsiao-Ting Tseng ◽  
Farid Shirazi
Keyword(s):  
Food Industry ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Research Model ◽  
Repurchase Intention ◽  
Consumer Decision ◽  
Content Type ◽  
Group Buying ◽  
Online Group

PurposeThis study investigates the relationship between buyers’ psychological antecedent and repurchase intentions in online group buying. Considering and evaluating pre-purchase, the authors measure the buyers’ overall experience of online group buying through their perceived value (PV) and risk. This study examines the influence of PV and perceived risk (PR) on positive electronic word-of-mouth (eWoM) communication and repurchase intention in online group buying.Design/methodology/approachThe authors verify the research model using SPSS and the structural equation modeling-partial least square (SEM-PLS) to analyze 839 convincing respondents. This quantitative research provides insights into online group buying, including the food industry.FindingsThe results demonstrate that the buyers’ PV of online group buying enhanced positive eWoM communication and repurchase intention. The willingness of buyers to spread positive eWoM indicates their recognition and satisfaction with a product or brand. Thus, they have the behavioral intention to repurchase in online group buying. The study found that while positive eWoM communication significantly impacts repurchase intention, PR negatively affects PV. The research provides theoretical and practical implications at the end of the study.Research limitations/implicationsThis study has some limitations. First, the study only used PV and PR to measure consumers’ considerations and evaluations of the initial stage in the consumer decision journey. Future studies can include more dimensions that may further affect these considerations and assessments to verify the research model. Second, the study only used positive eWoM communication to measure the “enjoy-advocate-bond” of consumption and usage in the post-purchase stage.Originality/valueThe study proposes the sequential relationship in the psychological decision procedure of participating in online group buying and provides valuable managerial implications for managers operating online group buying on third-party platforms. The findings provide good knowledge for the food industry to stay connected with customers and develop their satisfaction.

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