- P-ISSN1738-3110
- E-ISSN2093-7717
- SCOPUS, ESCI
ISSN : 1738-3110
Vol.18 No.8
Abstract
This study aims to examine the impact of characteristics of SNS content provided by airlines on customer satisfaction and to explore the effect of the personal characteristics of the customers which have a modulating effect on the relationship between content characteristics of SNS and customer satisfaction. The data were collected over a period of April 21. 2019. to July 21. 2019. for three months from the people who have experience using SNS provided by airlines. 225 samples were selected and used as final samples from a collection rate of 93.4 percent. Findings suggest that the characteristics of airline's SNS content which include a promotion, information, and communication showed a positive impact on customer satisfaction. The analysis of a modulating effect of individual characteristics on the relationship between the airline's SNS content characteristics showed that diversity pursuit propensity, innovation propensity, and information-seeking propensity control the relationship between characteristics of airline's SNS content which are publicity, information and customer satisfaction. And it was found that all three personal characteristics do not control the relationship between communication and customer satisfaction. Thus, airlines should use SNS more effectively to generate customer satisfaction and present marketing measures to help generate profits through consumer purchasing behavior. It is expected that the findings of this study will help airlines to utilize marketing implications for effective and practical marketing methods.
Abstract
Purpose: The purpose of this study is to measure the effectiveness of corporate social responsibility and service on consumers' risk perception, which ultimately influences satisfaction. Research design, data, and methodology: This study adopted experimental scenario questionnaires: 2 CSR conditions (with and without CSR) and 2 service outcomes (successful and unsuccessful). Multiple regressions were conducted to examine hypotheses. A total of 217 responses were gathered for research analysis. Results: The results of this study found that the performance risk perception and satisfaction of consumers were affected by both CSR and service. CSR was not found, however, to have a moderating effect on performance risk perception or satisfaction. Additionally, performance risk perception affected consumer satisfaction. Conclusion: The results of this study indicate that consumers respond to the conditions of company's CSR and service outcomes when they stay at hotels. Findings of this study suggest service outcomes and CSR had an effect on performance risk perception and satisfaction, although CSR did not moderate the effect of service outcomes for both performance risk perception or satisfaction. Therefore, providing satisfactory customer service and undertaking CSR activities are critical to achieving consumers' overall satisfaction.
Abstract
Purpose: In the digital age, visual cues in computer-mediated environments are becoming a very popular means of communication. Therefore, it is a very critical market for marketers to utilize for marketing communication and platform providers and manufacturers of mobile devices which create and distribute the visual cues While the prevalent research on visual cue consumption focuses on the positive side, the dark side of consuming visual cues has not been investigated. Therefore, in this research, the dark side of using visual cues, such as difficulties and problems in their application, will be investigated. Research design, data, and methodology: Due to the nature of this study, a netnography approach was adopted. Twitter which the users regularly utilise visual cues in their communications was a prime source for data of this research. Results: This research suggests that visual cue users experience anxiety about the subordination of expression and suffer from the myth of an ideal practice of expression. Conclusions: As the previous research emphasised the complementary role of visual cues, has failed to recognise the problems associated with the extensive and growing dependence on visual cues. This awareness demonstrates that we need to take a careful approach to visual cue usage.
Abstract
Purpose: Do close linkages among employees during service encounters always enhance customer satisfaction? Drawing on literature in social psychology, this research argues that under certain circumstances close linkages among employees undermine customer satisfaction. More specifically, this research explores a service failure context and shows that higher task interaction among employees during service encounters leads to higher perceived firm entitativity, resulting in an individual employee's service failure being detrimental to customer satisfaction with the firm. Data and research methodology: A series of experiments using scenarios across different service contexts was used in order to test hypotheses. Data was collected via Amazon Mechanical Turk and the models were tested using Hayes PROCESS. Results: The results show that interactions among employees during service result in 1) lower satisfaction with the firm and 2) lower revisit intentions in the future when there is a service failure by an individual employee. Following the main effects analysis, mediation analysis shows that the effect of employee interaction on customer satisfaction with the firm and revisit intention is mediated by perceived firm entitativity. Implications: By examining contexts where employee interaction may be detrimental to firms, this research provides novel insights on how to manage communications among service employees.
Abstract
Purpose: Through strategic marketing, art galleries can help retain the artistic value in an extensively urbanized world and also provide a means to showcase aspirational messages that artworks attempt to portray. The purpose of the current study is to analyze a marketing strategy for an art gallery based on prior marketing theories. Research design, data and methodology: Scant research is available to guide regarding what elements of marketing theories should be applied to accomplish customer satisfaction in an art gallery business plan. Thus, the present authors suggest more specific marketing strategy using four traditional marketing theories for practitioners who conduct business planning strategy in an art gallery. Results: The current study suggests the synthesized model for a successful business plan of an art gallery and figured out that two distinctive segments through marketing mix and SWOT analysis are ideal because it would be easier to meet visitors' aesthetic tastes while still meeting organizational objectives. Conclusions: As all other businesses, art galleries have to adapt to survive by innovating some of the components of the marketing mix to create a competitive advantage. It also requires a strategy for that combines targeting and segmenting with the incorporation of the marketing mix to attain competitiveness.
Abstract
Purpose: This paper addresses issues that concern business-to-business marketing, namely informational justice in the supply chain or organizations. As previously reported by other studies, there is information asymmetry in organizations. The present study explores and addresses this in the medical industry, aiming to investigate how informational justice relates to information quality or logistics performance in the medical industry. This study also suggests a method for development of informational justice in medicine-related fields. Design, methodology, approach: The hypothesis and model were developed through a review of the literature. To this end, we surveyed 293 valid survey samples collected from occupational pharmacists and used structural equation modelling for analysis. Findings: The results of the empirical analysis of the hypotheses showed that symmetric sharing of information between pharmacists and employees of pharmaceutical companies has a positive effect on the perceived quality. Moreover, the results showed that quality information has a positive impact on logistics performance, whereas informational justice does not. Conclusions, implications: If information and explanations are exchanged fairly, information and logistics performance-as well as operational expenses-will be enhanced. Furthermore, our study has immense implications outside of academic applications since it suggests practical solutions to government and medical industry employees.
Abstract
Purpose: The purpose of study is to examine the effects of design thinking-based programs on creative potential, creativity and innovation behavior, as well as the mediating effect of creative potential and creativity. Research design, data and methodology: The study was conducted through a four-step process. First, the previous studies were investigated. Second, a total of three experts were reviewed to improve and supplement the program. Third, a workshop-based design thinking program was conducted four times. Fourth, the effectiveness of the program was reviewed through data analysis. Results: The design thinking-based program was found to have a statistically positive effect on creative potential, creativity, and innovation behavior. As another hypothesis of this study, by applying the design thinking-based program, it was statistically confirmed that creative potential has a direct, indirect effect, and a mediating effect on innovation behavior. Conclusions: These results provide usability for design thinking in terms of direction for creativity-based creative problem solving and innovation. Finally, design thinking can be used to develop and utilize new services and discover new ideas, especially improve the competitiveness of the company. In addition, it means that the level of innovation action can vary depending on the level of the individual's creative potential.
Abstract
Purpose: This study uses the protection motivation theory and information processing theory to discuss the high number of fraud phenomenon in Indonesia which causes worries to the internet users. The second problem is the large amount of information transparency in e-commerce which actually hinders the users in making decisions so it causes a negative behavior pattern, namely discontinue usage intention. Design/methodology: Therefore, this research hopes to provide insight to the online or e-commerce business community, especially for Tokopedia, to develop its business from understanding the factors influencing consumer attitude when shopping online. The sample are students from Universitas Indonesia, Institut Teknologi Bandung, Institut Pertanian Bogor, Universitas Gadjah Mada and Institut Teknologi Surabaya, with total 900 respondents. Result: The results of this research indicate that ubiquitous connectivity (UC) variable significantly affects variables such as the privacy concern (PC), information transparency (IT) and information overload (IO). PC and IO variables also significantly affect Discontinue Usage Intention (DUI). Conclusion: This study gives a new perspective that despite the phenomenon, the millennial generation especially are not entirely concerned about the privacy concern, however, this study clearly shows that the privacy issue in the digital word continues to be something that needs to be cared for.
Abstract
Purpose: Our purpose in this study is to compare the SERVQUAL, SERVPERF, and non-difference score measures and to find out which one is better for measuring the service quality of the multiplex cinema service. We also aim to analyze the structural relationships between service quality, customer satisfaction and customer loyalty. Methodology: For the study, we collected data from respondents who have used the multiplex cinema services and conducted an empirical test. SPSS 18.0 was used for descriptive frequency analysis, reliability analysis, and multiple regression analysis, AMOS 18.0 was used for structural equation modeling analysis of causal relationships among variables introduced in research hypotheses. Results: The main results of this study are as follows. First, we found that the non-difference score measure provided a much better model than did other service-measuring models (SERVQUAL, SERVPERF) in Korean and Chinese multiplex cinema. Second, two service-quality factors (Korea-tangibles and assurance vs. China-tangibles and empathy) between the multiplex cinema service quality factors significantly influenced customer satisfaction, which had a significant effect on customer loyalty in Korean and Chinese multiplex cinema. Conclusions: Based on the results, the authors discuss the implications and limitations of this study and future research directions at the end of the paper.
Abstract
Purpose: Business has been completely revolutionized by the Internet. This study seeks to determine the impact of e-business on activity extension and business performance. It aims to examine the actual stage of e-business, help others to apply the knowledge gained, and help in expanding new researches in this field. Research design, data and methodology: The data utilized in this study was obtained from survey. In total of 60 questionnaires accepted as valid out of 80 distributed, data was analyzed using the SPSS, and methods used were correlation and reliability analyses. Results: The study result shows that e-business has a significant positive impact on activity extension and the performance of business in Kosovo. The findings also revealed that there is a correlation between the various online marketing strategies and consumer satisfaction. The development of e-business for Kosovo is an important factor in participation in the world market, where there is a growing need for innovation and modernization of business. Conclusions: The study recommends that there should be raised awareness among business owners and managers as well as the general public. Moreover, there should be a proper application of marketing strategies to e-business.
Abstract
Purpose: The purpose of this paper is to investigate the effect of interaction between product category (fresh vs. indulgent product) and shopping options (shipping charge and delivery time) on customer satisfaction and purchase intent in an e-commerce context. When ordering groceries online, consumers begin to allocate a larger share of their grocery budget toward product categories that generally contain healthier items at the expense of product categories that generally contain more indulgent products. Moreover, customers are extremely sensitive to shipping options such as shipping charges and delivery time. Therefore, this research investigates the issue at a more segmented level to focus on the impact that one dimension of logistics service quality - product category, shipping charge, and delivery time have on customer satisfaction and purchase intent. Research design, data, and methodology: To test the theoretically derived priori hypotheses concerning product category, shipping charges, delivery time, satisfaction, and purchase intent, this research presented a scenario-based experiment. Eight treatment groups were assigned by the method of product category (fresh produce vs. indulgent product), shipping charge (free vs. paid), and delivery time (one-day vs. two to three days). A total of 240 subjects were divided into groups and exposed to one of the eight scenarios. Participant's purchase intention was the dependent variable, and ANOVA and L-matrix were used to analyze for main and interactive effects between factors. Conclusions: Results indicated that in tests 1 and 2, free shipping and fast delivery time increased consumer satisfaction as well as purchase intent, and fast delivery moderated the impact of free shipping on consumer satisfaction and purchase intent. Test 3 showed that the effect of free shipping on consumer satisfaction and purchase intent moderated by fast delivery for indulgent products. In contrast, fast delivery for fresh products moderated the effect of paid shipping on consumer satisfaction and purchase intent. Consistent with this proposed mechanism, the relative importance of fresh produce versus indulgent products highlights the effect of shipping options on consumer satisfaction and purchase intent when ordering the target product in an e-commerce context. We conclude with a discussion of the theoretical and practical implications of our findings.