scholarly journals Testing the Model of Relationship and Impact of Administrative Leadership on Human Resource Training and Customer Satisfaction: Structural Equation Modeling (SEM)

2016 ◽  
Vol 11 (2) ◽  
pp. 127 ◽  
Author(s):  
Ali Ramadan Musbah ◽  
Nasser Habtoor ◽  
Mohd Maram
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Human Resource ◽  
Structural Equation ◽  
Positive Impact ◽  
Equation Modeling ◽  
Administrative Leadership ◽  
Human Resource Training ◽  
Mediating Factor ◽  
The Impact

<p>The current study aimed to test and validate a proposed model of the impact of the administrative leadership on customer satisfaction. This model included an external factor which is the administrative leadership, and an internal factor which is the customer satisfaction. The study also aimed to determine the role of human resource training as a mediating factor between the administrative leadership and customer satisfaction. For achieving these research objectives, the study used a quantitative approach to analyzing the data through the use of the structural equation modeling (SEM-AMOS) to test the validity of the proposed research model. The study achieved several results, the most important of which was that the administrative leadership had a positive impact on customer satisfaction. The study also provided evidence of the positive impact of the administrative leadership on customer satisfaction through its positive impact on the training of human resources, which was used as a mediating factor.</p>

scholarly journals A Comparative Study Using Two SEM Techniques on Different Samples Sizes for Determining Factors of Older Employee’s Motivation and Satisfaction

2020 ◽  
Vol 12 (6) ◽  
pp. 2189 ◽  
Author(s):  
Maja Rožman ◽  
Polona Tominc ◽  
Borut Milfelner
Keyword(s):  
Structural Equation Modeling ◽  
Structural Equation ◽  
Negative Impact ◽  
Positive Impact ◽  
Employee Motivation ◽  
Equation Modeling ◽  
Older Employees ◽  
Employee Relationships ◽  
Employee Stress ◽  
The Impact

The purpose of this article is to present the relationships among older employee stress, motivation, satisfaction, and relationships in the workplace using two different approaches and different sample sizes. Research was implemented on an initial sample of 1013 older employees. In the next step, six smaller samples were calculated using the random selection of cases, namely samples with 25, 50, 100, 250, 400, and 500 older employees. This way the possible impact of sample size on relationships between latent variables using the covariance-based structural equation modeling (CB-SEM) and the partial least squares structural equation modeling (PLS-SEM) methods was assessed. The results on the larger samples have proved to be quite robust since they were confirmed with both approaches. They indicate that stress has a strong and negative impact on employee relationships and also a negative impact on employee satisfaction. Furthermore, employee relationships have a strong and positive impact on satisfaction and a positive impact on employee motivation. In addition, satisfaction has a strong and positive impact on employee motivation. The present paper helps readers to better understand the difference between the CB-SEM and the PLS-SEM methods. Researchers should be encouraged to use both techniques, even though CB-SEM methods have had a long tradition in management and marketing research since both fields heavily rely on psychometric measurement. From the organizational point of view, conclusions highlight the importance of the impact the variables of older employee stress, motivation, satisfaction and employee relations have on each other in the workplace.

The Effect of Pleasure and Arousal on Satisfaction and Word-of-Mouth: An Empirical Study of the Indian Banking Sector

2013 ◽  
Vol 38 (2) ◽  
pp. 95-104 ◽  
Author(s):  
Gopal Das
Keyword(s):  
Customer Satisfaction ◽  
Conceptual Model ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Banking Sector ◽  
Positive Impact ◽  
Sampling Procedure ◽  
Equation Modeling ◽  
Public And Private Sector ◽  
The Impact

During the last decade, the Indian banking sector has shown a remarkable advancement in terms of innovation, growth, and value creation. Behind this development of the Indian banking sector, several factors like customer satisfaction and word-of-mouth (WOM) are responsible. Literature has reported that pleasure and arousal play an important role in customer satisfaction. Investigations have been carried out on the influence of pleasure and arousal on behavioural intentions including satisfaction and WOM. However, there has been no such study for the banking sector. This gap in research has motivated this study. This paper suggests a conceptual model in which pleasure and arousal directly influence satisfaction and WOM. It also tests the impact of satisfaction on WOM. Based on prior literature, several hypotheses stating the linkages among pleasure, arousal, satisfaction, and word-of-mouth were developed. Russell�s framework for pleasure and arousal (emotion) formed the basis of the model. For the purpose of the study, face-to-face interviews with a structured questionnaire were conducted to collect data. Participants included customers above 18 years from both public and private sector banks in three cities namely, Kolkata, Durgapur, and Haldia of West Bengal, India. Data collection was done with the use of area sampling procedure. Out of 500 questionnaires administered, about 310 questionnaires were useable for analysis. The data analysis was done with SPSS 19 and AMOS 18. Structural equation modeling (SEM) using AMOS 18 was applied to explore the links between the constructs in the conceptual model. The overall fit of the conceptual model was assessed using several indices furnished in the AMOS output. The fit index results suggested model fitness with the data. The results of the study indicate that: Pleasure has significant positive and negative impacts on satisfaction and WOM respectively. Arousal has significant negative and positive impact on satisfaction and WOM. Satisfaction has positive significant impact on WOM.

scholarly journals WORD OF MOUTH SEBAGAI KONSEKUENSI KEPUASAN PELANGGAN

2018 ◽  
Vol 11 (1) ◽  
pp. 111
Author(s):  
Eny Purbandari ◽  
Dyah Sugandini ◽  
Heru Tri Sutiono
Keyword(s):  
Patient Satisfaction ◽  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Modeling ◽  
The Impact ◽  
Positive Effect

<p><em>The objective of this study is to investigate the impact of price and service quality on customer satisfaction to increase words of mouth. Data were collected by distributes questionnaires to 110 patient of Bhayangkara Polda DIY Hospital. Then, data was analyzed using structural equation modeling. The result showed that service quality, price and image have positive effect on patient satisfaction and patient satisfaction has a positive effect on words of mouth. The results also shows that image have the highest effect in creating the satisfaction. Therefore, the models of words of mouth have acceptable.</em></p>

scholarly journals Does Online Ratings Matter? An Integrated Framework to Explain Gratifications Needed for Continuance Shopping Intention in Pakistan

2021 ◽  
Vol 13 (17) ◽  
pp. 9538
Author(s):  
Muhammad Waleed Ayub Ghouri ◽  
Linchen Tong ◽  
Muhammad Ali Hussain
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Online Shopping ◽  
Positive Impact ◽  
Equation Modeling ◽  
Integrated Framework ◽  
Online Ratings ◽  
Asian Emerging Markets ◽  
High Level ◽  
The Impact

Due to the phenomenal growth of e-commerce, online shopping has recently become a worldwide trend. This fosters many online shopping platforms to enter into Asian emerging markets, which evolves a need to understand online decision-making processes in this particular context. Addressing this gap, our study initialized an integrated framework based on Uses and Gratification theory and the Cognitive–Affect–Behavior paradigm to examine the impact of gratification elements on customer satisfaction and convenience enforcing continuance shopping intention. Moreover, we also conceptualize the moderating role of online ratings in our study. In total, 317 valid questionnaires from Pakistani online shoppers were incorporated to statistically test our model using the Structural Equation Modeling (SEM) approach in Amos. Besides, the results confirm the positive impact of layout and functionality on customer satisfaction and convenience, while the impact of PEEIM has been found insignificant. Furthermore, customer satisfaction and convenience are found to be the imperative predictors of continuance shopping intention. Our findings exhibit that a high level of online rating strengthens the direct effect of satisfaction and convenience on continuance intention. Theoretical and practical implications for future scholars and e-commerce shopping platforms are discussed.

Military Veterans in Federal Agencies: Organizational Inclusion, Human Resource Practices, and Trust in Leadership as Predictors of Organizational Commitment

2019 ◽  
Vol 48 (3) ◽  
pp. 413-437 ◽  
Author(s):  
Girvin Liggans ◽  
Prince A. Attoh ◽  
Tao Gong ◽  
Tyrone Chase ◽  
Mia B. Russell ◽  
...  
Keyword(s):  
Organizational Commitment ◽  
Human Resource ◽  
Structural Equation ◽  
Positive Impact ◽  
Military Veterans ◽  
Federal Agencies ◽  
Equation Modeling ◽  
Human Resource Practices ◽  
Trust In Leadership ◽  
The Impact

Military veterans comprise a significant demographic that is adding to the diversity of the U.S. federal workforce. Using data from the 2015 Federal Employee Viewpoint Survey, this study examined the relationship between organizational inclusion, human resource practices, trust in leadership, and organizational commitment among military veterans and nonveterans in federal agencies. Structural equation modeling showed the positive impact of organizational inclusion and human resource practices on organizational commitment was partially mediated by trust in leadership. Human resource practices had a greater impact than organizational inclusion on organizational commitment. Human resource practices, however, had less of an impact on organizational commitment and trust in leadership among military veterans as compared with nonveterans. Organizational inclusion had more of an impact on trust in leadership among the military veterans than the nonveterans in the study. There was no difference based on veteran status regarding the impact of trust in leadership on organizational commitment.

The System Quality and Customer Satisfaction with Website Quality as Mediator in Online Purchasing: A Developing Country Perspectives

2021 ◽  
pp. 2516600X2199194
Author(s):  
Anil Kumar ◽  
Suman Lata
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Future Research ◽  
System Quality ◽  
Website Quality ◽  
The Impact

The present era sees an increasing trend of online purchasing all over the globe, and India is no more an exception. India is likely to become the hub for online market because it is second in terms of population in the world. The study is an effort to understand whether system quality really matters for customer satisfaction, particularly in developing countries, and the website quality works as a mediator or not. The study proposes the theoretical framework of the impact of system quality on customer satisfaction after a rigor literature review. With the help of purposive sampling, data were collected and model tested using partial least square structural equation modeling (PLS-SEM). The results show that system quality and website quality have a direct and positive impact on customer satisfaction and website quality partially mediated. Based on these empirical findings, managerial implications, limitations, and recommendations for further future research are given in the study.

scholarly journals A Structural Equation Modeling on Analysis of Preference Advertisement in Building Brand Equity

2019 ◽  
Vol 9 (1) ◽  
pp. 247-252
Keyword(s):  
Structural Equation Modeling ◽  
Brand Equity ◽  
Structural Equation ◽  
Positive Impact ◽  
Information Economics ◽  
Equation Modeling ◽  
Brand Preference ◽  
Confirmatory Factor ◽  
The Impact

Preference advertisement is a promotional system in which marketer claims the superiority of their product or brand over competing product(s) or brand, directly or indirectly. Preference advertisement helps in comparing alternative brands on bases of features, price, and other distinctive information. Brand equity is the total worth of the brand. Brand equity can be measured in two different perspective i.e. cognitive psychology is the attribute perception that is related to the awareness regarding the brand features and associations whereas another information economics is associated towards strong brand name which is created through the quality of the product and good quality generates a premium prices for the brand. In the monetary terms it’s the value that the organization expects from the brand. Preference advertisement can either be transferred directly to the brand. The objective of this study is to analyze the impact of preference advertisement in building the brand equity. Therefore to achieve the objective, different analysis tools used in the study are: mean, confirmatory factor analysis and structural equation modeling technique. The finding shows that preference advertisement has a significantly positive impact on building the brand equity.

scholarly journals The Role of Knowledge Brokers in Improving Financial Literacy

2021 ◽  
pp. 75-103
Author(s):  
Chaouki Mouelhi ◽  
Hajer Hammami
Keyword(s):  
Structural Equation Modeling ◽  
Financial Literacy ◽  
Structural Equation ◽  
Positive Impact ◽  
Financial Education ◽  
Financial Knowledge ◽  
Financial Behavior ◽  
Equation Modeling ◽  
Knowledge Brokers ◽  
The Impact

Several governments around the world have tried strategies based primarily on financial education programs to improve the financial literacy of their citizens. In this study, we discuss a new strategy that involves using knowledge transfer activities carried out by intermediary agents, called financial knowledge brokers, to achieve significant improvement in financial literacy. Thus, the aim of this paper is to test the impact of the five activities of financial knowledge brokers (i.e., financial knowledge acquisition, financial knowledge integration, financial knowledge adaptation, financial knowledge dissemination, and creation of links) on financial literacy. For this, we built a database from a questionnaire carried out to nearly 103 financial advisers during the period June 2015 to June 2017. Overall, the results of Structural equation Modeling (SEM) technique showed that the financial knowledge brokerage activities (four of the five activities) have a positive impact on improving financial literacy as well as on its four dimensions, namely financial attitude, financial behavior, basic financial knowledge, and advanced financial knowledge. JEL classification numbers: D80, F65, G20, I20. Keywords: Financial literacy, Knowledge brokers, Structural equation modeling.

A Study of the Factors That Influence the Willingness of Users to Leave Comments on E-Commerce Platforms

2021 ◽  
Vol 34 (1) ◽  
pp. 1-18
Author(s):  
Pinghao Ye ◽  
Liqiong Liu
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Moral Responsibility ◽  
Structural Equation ◽  
Factor Model ◽  
Positive Impact ◽  
Influencing Factor ◽  
Equation Modeling ◽  
User Comments ◽  
User Reputation

This study aims to better understand the elements of e-commerce platforms that cause users to be more willing to leave behind comments. The authors summarize the literature of influencing factors and construct an influencing factor model for user comments. Self-expression questionnaires were used to provide data for structural equation modeling (SEM). They found that user reputation, perceived moral responsibility, and emotional tendency each exert a positive impact on the willingness to comment; that reciprocity psychology moderates the correlation between moral responsibility and commenting willingness; and that platform feedback moderates the correlation between economic reward and emotional tendency. This study helps merchants better understand when users are more likely to leave comments helpful to improving customer satisfaction levels.

scholarly journals The impact of service recovery output/process on customer satisfaction and loyalty: The case of the airline industry

2017 ◽  
Vol 19 (2) ◽  
pp. 259-266
Author(s):  
Reza Etemad-Sajadi ◽  
Laura Bohrer
Keyword(s):  
Customer Satisfaction ◽  
Airline Industry ◽  
Latent Variables ◽  
Structural Equation ◽  
Positive Impact ◽  
Service Recovery ◽  
Equation Modeling ◽  
Output Process ◽  
Airline Passengers ◽  
The Impact

The purpose of this research is to identify the impact of airline passengers’ perception of service recovery output/process on their satisfaction and loyalty. We want to identify the direct and indirect effects of service recovery on airline passenger loyalty by distinguishing the output and the process of the service recovery. A questionnaire was distributed to airline passengers who had a problem during their last airline flight. As we had several latent variables, we used partial least squares, a variance-based structural equation modeling method. As findings, we observed that in general, clients were not satisfied with the way that the service has been recovered. The most frequent reason for complaining was a problem due to flight delay, followed by a problem with the baggage, overbooking, and flight cancellation. Nevertheless, the findings reveal the positive impact of service recovery’s output/process qualities on customer satisfaction and customer loyalty. The output quality of service recovery is the most relevant.

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