Studying the Drivers of Consumer Behavioural Engagement With Social Media Brand-Related Content

The actual behavioural engagement of consumers with social media brand-related content is measured by three activities; consumption, contribution and creation. This type of engagement is considered the true practical indicator of the success of brand presence on social media. The study aims to uncover the drivers of consumer behavioural engagement identified by the key characteristics of social media context. Accordingly, quality dimensions and perceived usefulness of the brand hosting media channel are adopted from the IT use and acceptance models. Data is collected using self-administrated questionnaire from a sample of 366 respondents in the UK. Structural Equation Modeling-V.26 was used to analyse the data. The results support the significant role of cognitive absorption in explaining how perceptions of social media quality dimensions are shaped to motivate consumer engagement behaviour. The findings enrich the extant literature of consumer engagement; additionally, several practical insights can be drawn related to the design of social media marketing strategy.

DETERMINANT FACTORS OF NEIGHBOURHOOD QUALITY INFLUENCING RESIDENTIAL MOBILITY BEHAVIOUR IN PENANG ISLAND

Residential mobility behaviour is about people’s choices and preferences whether to remain at the present house and neighbourhood, or to move out. Moving to another house or neighbourhood entails a deliberate decision that require various considerations by the residents involved especially in dealing with housing adjustments, life neccesities and financial matters. Residents’ perceptions of their housing and neighbourhood can be indicative of their intention to stay in or move out. The act of moving is often asssociated with lower levels of satisfactions with residents’ current housing and neighbourhood environment, thus activating selfpreference and residential mobility. This study aims to identify the determinant factors of neighbourhood quality that influence residential mobility behaviour in neighbourhoods in Penang Island. The nine attributes of neighbourhood quality dimensions included in this study are dwelling features, dwelling utility, neighbourhood facilities, greenery, accessibility, public transportation, environment, economic livelihood, and neighbourhood interaction and attachments. A total of 717 heads of households residing in Penang Island were involved in the questionnaire survey. Using logistic regression method, the study findings reveal that four factors of dwelling features, facilities, neighbourhood environment, and neighbourhood interaction and attachments are significant in influencing residents’ intention to move. Moreover, both internal and external factors of housing and the neighbourhood can influence the residents’ decision to stay in or to move out, thus implying important policy measures for local housing.

The Effects of Telecommunication Service Quality Dimensions on Customer Satisfaction in Kathmandu Valley

Telecommunications have become a vital tool for the success of any business. The 21st-century telecommunication business has been described by hi-tech competition, which has brought attention to customer satisfaction. The study aimed to identify major influential dimensions that affect customer satisfaction. It was accompanied by a descriptive and causal research design and used a structured questionnaire as a survey instrument of the service quality (SERVQUAL) model. The population of this research covered all customers of the Telecommunication industry located at Kathmandu valley, and the sample considered 400 customers through convenience sampling techniques. The survey questionnaire was set in three sections with 38 questions of various types to collect data. The result showed a noteworthy strong positive relationship between service quality dimensions and customer satisfaction. It also revealed security was the major influential dimension of customer satisfaction, followed by tangibles, assurance, and empathy. The finding of the study helps all telecommunication industries to enhance service quality and develop a strategy to increase customer satisfaction and value. Hence, it infers that security, tangibles, assurance, and empathy increase the customer's satisfaction in telecommunications services. Overall service quality dimensions are commonly considered as crucial features of customer satisfaction.

A Look at Collaborative Service Provision: Case for Cosmetic Surgery Medical Tourism at Korea for Chinese Patients

Consumers admiring the beauty standards of other countries are approaching cosmetic surgery medical tourism. This study examines the roles of hospitals and facilitating agents as the main entities of cosmetic surgery medical tourism. 334 Chinese patients who underwent cosmetic surgery in Korea were collected and structural equation modeling is used to analyze the data. The results show that a hospital’s service quality in terms of tangibles, assurance, and empathy affect customers’ attitudes toward medical tourism for cosmetic surgery, which in turn, influences satisfaction with medical tourism. More importantly, facilitating agents’ service quality moderates the effects of hospitals’ service quality dimensions on service satisfaction. Findings extend the existing literature on medical tourism by identifying the roles of hospitals and facilitating agents to enhance customers’ attitudes and satisfaction with respect to collaborative service provision. Moreover, this research provides the first empirical evidence for the facilitating agents’ role in determining satisfaction with medical tourism.

Kualitas Pelayanan Staf Front Office Hotel Di Bali

This reseach was conducted by using the theory of service quality dimensions from Zeithaml-Parasuraman-Berry (1996). Data obtained by distributing 100 questionnaires to Japanese tourists on August 2019. The variable created refers to the role of the front office clerk from Bagiono (2012). Based on SPSS calculations, the accuracy of this research model is 73% at an error rate of 5%. From the results of data processing it is known that the average value of the service quality of front office staff at star hotels in Bali is 4.11 (good). But there are still indicators that are not good, that is, an indicator of Japanese language ability, with an average value of 3.23. Based on the results of exploratory factor analysis of 31 variables, found 7 factors forming the quality of front office staff services, 1) responsiveness with a value (13,916), 2) empathy (2,355), 3) reliability (1,513), 4) tangible (1,486) , 5) assurance (1.29), 6) friendly (1,220), and 7) communication (1,140). The biggest factor influencing the satisfaction of Japanese tourists towards the quality of front office staff services is the responsiveness factor while the lowest factor is the communication factor.

Assessment of the quality of care according to parents and - or guardians, pediatric dentistry service, Hospital Pediatrico del Niño Jesus, Cordoba, Argentina

Objective: To evaluate the quality of care perceived by parents or guardians of children seen in the pediatric dentistry service of the HPNJ in the city of Córdoba, 2019.Methods: The SERVPERF survey was applied to a sample of 427, calculated by random sampling. The responses were processed in Infostat professional version 2018. The means of the 22 questions of the questionnaire were calculated, the five quality dimensions were analyzed in detail and the responses of the PSF (population without fissure) and PCF (population with fissure) groups were compared.Results: The dimensions with the highest level of satisfaction were Reliability and Empathy and the dimensions with the lowest satisfaction were Tangibility and Responsivenessin both groups, with higher perceived quality in the PCF group in the individual analysis and in overall satisfaction.Conclusions: The parents and/or guardians surveyed expressed positive assessments of the quality of the dental service received. The best valued dimensions were Reliability and Empathy and the least rated were Tangibility and Responsiveness. Overall satisfaction was related to sex, age, educational level and social coverage

Dotting the “i” of Interoperability in FAIR Cancer-Registry Data Sets

To conform to FAIR principles, data should be findable, accessible, interoperable, and reusable. Whereas tools exist for making data findable and accessible, interoperability is not straightforward and can limit data reusability. Most interoperability-based solutions address semantic description and metadata linkage, but these alone are not sufficient for the requirements of inter-comparison of population-based cancer data, where strict adherence to data-rules is of paramount importance. Ontologies, and more importantly their formalism in description logics, can play a key role in the automation of data-harmonization processes predominantly via the formalization of the data validation rules within the data-domain model. This in turn leads to a potential quality metric allowing users or agents to determine the limitations in the interpretation and comparability of the data. An approach is described for cancer-registry data with practical examples of how the validation rules can be modeled with description logic. Conformance of data to the rules can be quantified to provide metrics for several quality dimensions. Integrating these with metrics derived for other quality dimensions using tools such as data-shape languages and data-completion tests builds up a data-quality context to serve as an additional component in the FAIR digital object to support interoperability in the wider sense.

The Contribution of Online Reviews for Quality Evaluation of Cultural Tourism Offers: The Experience of Italian Museums

In the cultural tourism field, there has been an increasing interest in adopting data-driven approaches that are aimed at measuring the service quality dimensions through online reviews. To date, studies measuring quality dimensions in cultural tourism settings through content analysis of online user-generated reviews are mainly based on manual approaches. When the content analysis is automated, these studies do not compare different analytical approaches. Our paper enters this field by comparing two different automated content analysis approaches to evaluate which of the two is more adequate for assessing the quality dimensions through user-generated reviews in an empirical setting of 100 Italian museums. Specifically, we compare a ‘top-down’ content analysis approach that is based on a supervised classification built on policy makers’ guidelines and a ‘bottom-up’ approach that is based on an unsupervised topic model of the online words of reviewers. The resulting museum quality dimensions are compared, showing that the ‘bottom-up’ approach reveals additional quality dimensions compared with those obtained through the ‘top-down’ approach. The misalignment of the results of the ‘top-down’ and ‘bottom-up’ approaches to quality evaluation for museums enhances the critical discussion on the contribution that data analytics can offer to support decision making in cultural tourism.