scholarly journals The Role of Organisational Culture Traits on Corporate Image in Service Industry

2021 ◽  
Author(s):  
Serap SAP
Keyword(s):  
Service Industry ◽  
Organisational Culture ◽  
Corporate Image

Researching the factors influencing the satisfaction of master students at VNU School of Interdisciplinary Studies

2019 ◽  
Vol 35 (3) ◽  
Author(s):  
Do Huy Thuong ◽  
Nguyen Thi Phuong Hong
Keyword(s):  
Service Industry ◽  
Interdisciplinary Studies ◽  
Number Of Solutions ◽  
Factors Affecting ◽  
Training Institutions ◽  
Market Needs ◽  
Market Strategies ◽  
Students Satisfaction ◽  
Training Service

Improving the quality in order to keep up with the trend in the world is the vital task of training institutions today. Training institutions need to grasp market needs and satisfy the requirements of customers - learners. Nadiri, H., Kandampully, J & Hussain, K. (2009) argue that the managers in education need to apply market strategies that are being used by manufacturing and business enterprises and need to be aware that the role of training institutions is a service industry which is responsible for satisfying learner needs (Elliott & Shin, 2002). Currently, there have been many researches on students’ satisfaction. However, each research has its own objectives and is conducted on different scales. This study is implemented to provide information about the factors affecting master students’ satisfaction with the training service at VNU School of Interdisciplinary Studies (VNU SIS). Through it, the research offers a number of solutions to improving the satisfaction level of the master students at VNU SIS in the coming time.

scholarly journals The Role of Cultural Differences in Customer Retention: Evidence from the High-Contact Service Industry

2021 ◽  
pp. 109634802110149
Author(s):  
Kim-Shyan Fam ◽  
Boon Liat Cheng ◽  
Tat-Huei Cham ◽  
Mandy Tan Chia Yi ◽  
Hiram Ting
Keyword(s):  
Cultural Difference ◽  
Structural Equation ◽  
Service Industry ◽  
Customer Orientation ◽  
Customer Retention ◽  
Business Environment ◽  
Corporate Image ◽  
Customer Relationships ◽  
Customer Engagement ◽  
Equation Modeling

Current tourism landscape and dynamism of the business environment have increased market competitiveness in the high-contact service industry. Hotel operators must now pay greater heed to customer retention by exploring ways to improve customer engagement and experience. Toward this end, this study aimed to examine the interplays between relationship marketing, perceived service quality, corporate image, customer satisfaction, and customer loyalty, as well as the moderating effect of cultural difference between Asian and Western tourists. Using a questionnaire, data were collected from 400 international tourists and analyzed with the structural equation modeling technique. While the direct relationships pertaining the variables of interest were found to be significant, Asian tourists appeared to hold stricter standards in employee–customer interactions and satisfaction-based loyalty than Western tourists. Discussion and implications are provided to promote the development of fruitful hotel–customer relationships in this industry with a heightened customer orientation.

The role of organisational culture in enhancing the human capital applied study on the social security corporation

2018 ◽  
Vol 15 (3) ◽  
pp. 258 ◽  
Author(s):  
Abdallah Mishael Obeidat ◽  
Shadi Habis Abualoush ◽  
Hani Jazza Irtaimeh ◽  
Aminah A. Khaddam ◽  
Khaled Adnan Bataineh
Keyword(s):  
Human Capital ◽  
Social Security ◽  
Organisational Culture ◽  
Applied Study ◽  
The Social

scholarly journals Employees’ work engagement and job commitment: The moderating role of career anchors

2014 ◽  
Vol 14 (1) ◽  
Author(s):  
Melinde Coetzee ◽  
Dries Schreuder ◽  
Rebecca Tladinyane
Keyword(s):  
South African ◽  
Work Engagement ◽  
Service Industry ◽  
Career Anchors ◽  
Cross Sectional ◽  
Job Commitment ◽  
Competitive Edge ◽  
Managerial Implications ◽  
Career Literature

Orientation: Organisations continue to focus on human resource initiatives for enhancingemployee commitment, satisfaction and engagement in order to gain a competitive edge in adynamic and fast-changing marketplace.Research purpose: The objective of the present study was to assess whether individuals’career anchors (measured by the career orientations inventory) significantly moderate therelationship between their work engagement (measured by the Utrecht work engagementscale) and job commitment (measured by the organisation-related commitment scale).Motivation for the study: Although the literature review suggests that people’s workengagement and job commitment may be influenced by their career anchors, there seems to bea paucity of research examining the interaction effects between these three variables.Research approach, design and method: A cross-sectional quantitative survey approach wasused. A non-probability purposive sample of adults (N = 318) employed in a human resourcecapacity in the South African service industry participated in the study. Stepwise hierarchicalmoderated regression analysis was performed to achieve the objective of the study.Main findings: The results showed that the work engagement-job commitment relationshipwas generally stronger for high career anchor preferences than for low career anchorpreferences.Practical/managerial implications: The results of the study can be useful when human resourceinterventions for enhancing employees’ engagement and commitment are developed.Contribution: The results of the study add new insights to the career literature by showing thatpeople’s career self-concepts (as reflected by their career anchors) are important to consider inenhancing their work engagement and job commitment.

Analisis Jalur Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Sebagai Variabel Intervening di Bank BNI Syariah

2020 ◽  
Vol 11 (1) ◽  
pp. 33-41
Author(s):  
Fitriah Fauzi ◽  
Purnama Putra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Industry ◽  
Corporate Image ◽  
Banking Service ◽  
Perceptions And Expectations ◽  
Sense Of Satisfaction ◽  
Branch Office ◽  
Customer Trust ◽  
And Control

Service quality is the level of excellence expected and control over that excellence is to fulfillcustomer desires. In the service industry such as Islamic banking, service has an important role ingenerating a sense of satisfaction for customers. Customer satisfaction is related to what is expressedby customers about their perceptions and expectations of the services obtained. Customer satisfactioncan also create long-term customer trust that makes customers loyal to the company. This study aimsto analyze the effect of service quality and corporate image on loyalty through customer satisfactionas an intervening variable at Bank BNI Syariah Bekasi Branch. The population used in this studyis Bank BNI Syariah Bekasi Branch. The sample in this study was taken based on the population ofcustomers who save at BNI Syariah at the Bekasi Branch Office as many as 100 respondents. Theanalysis technique in this study is path analysis, which aims to calculate the influence of one or moreindependent variables on other dependent variables. The results showed that the value of servicequality has a positive effect on customer satisfaction. Furthermore, company image has a positiveeffect on customer satisfaction. Furthermore, service quality and company image have a positive effecton customer satisfaction simultaneously. Then customer satisfaction affects customer loyalty.

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