Medical Services Experience and Relationship Quality in Mongolia

Background: The service sector, a significant contributor to global GDP, is increasingly focused on innovation, particularly in the telecom industry. Despite its importance, research on how service commitment, service trust, and price fairness affect customer loyalty within Nepal’s telecommunications sector remains limited. Objective: This study aims to investigate the impact of service commitment, service trust, and price fairness on customer loyalty in the mobile telecom sector in Kathmandu Valley. It seeks to apply the SERVQUAL model to assess how these factors influence customer retention and satisfaction. Method: An explanatory research design was employed using a quantitative approach. Data were collected through a structured questionnaire from 404 telecom users selected via purposive sampling. The analysis was conducted using structural equation modeling (SEM) with confirmatory factor analysis and path analysis, employing software tools such as KOBO Toolbox and AMOS to examine the relationships among variables. Result: The findings indicate that service commitment, service trust, and price fairness significantly impact customer loyalty. Service trust and price fairness were found to have a positive and significant effect on loyalty, with price fairness exhibiting a partial mediating role between service commitment and customer loyalty. The study also highlights that telecom firms’ ability to enhance customer satisfaction is closely linked to their service innovation and commitment. Conclusion: The research underscores the importance of service commitment, trust, and price fairness in fostering customer loyalty within Nepal’s telecom sector. Telecom service providers are encouraged to focus on these areas to improve service quality and customer retention. The study offers valuable insights for enhancing customer satisfaction and achieving long-term loyalty in the telecommunications industry. Paper Types: Research Paper Keywords: Telecommunication Service; Commitment; Service Trust; Price Fairness; Customer Loyalty; SERVQUAL model; Structure Equation Model. JEL Classification: D12, L86, L96, M31

This study aims to identify and analyze the direct effect of integration channels on customer affective and cognitive experiences and customer loyalty, as well as an indirect relationship where affective and cognitive experiences mediate between integration channels and customer loyalty Gen Z. This research is quantitative. The population used was Generation Z in Medan City with a sample size of 253 respondents. Sampling was carried out using a non-probability sampling approach using purposive sampling. The results of this study are product integration and price and transactions have a significant effect on customer experience both affectively and cognitively. Integration of promotions and access to information does not significantly affect the customer's experience effectively and cognitively. Customer service integration significantly affects cognitive customer experience but does not affect effective customer experience. The integration of customer service fulfillment has a significant effect on the customer's affective experience and does not affect the cognitive customer experience. Meanwhile, affective and cognitive customer experiences significantly affect Gen Z customer loyalty. In an indirect relationship, affective and cognitive customer experiences can mediate between promotion integration and access to information on customer loyalty. Affective experience cannot mediate between customer service integration on Gen Z loyalty while cognitive customer experience can mediate. Cognitive customer experience cannot mediate between integration of order fulfillment and loyalty, while affective experience can mediate. This research contributes to the omnichannel marketing literature by providing new insights into the importance of affective and cognitive customer experiences in omnichannel shopping.

The impact of affective and cognitive app experiences on loyalty towards retailers

The article aims to identify the influence of co-creation on trust and loyalty in Personal Trainer services. A survey was conducted with 120 respondents. The statistical technique used was Structural Equation Modeling (SEM), by which the conceptual model was tested. The studies about the co-creation concept have been presenting a rise in publications, especially since the last decade. This rise results from the interest of different fields of knowledge. In the cocreative company, individuals participate with involvement in the company’s activities. The link well demonstrates the union of the two sides company/consumer, which results in increased trust and loyalty in their services. In the Personal Trainer’s field, in which he faces a constant transformation of his clients, using this tool is of fundamental importance for professional growth. The results show that co-creation has a positive influence on building a relationship of trust and loyalty between clients and service provider. Through this study we realized that cocreation when well introduced, results in increased trust, consequently, loyalty of Personal Trainer clients, because a planned relationship practice promotes greater customer perception of the service provided. Throughout the research, situations emerged that lead to future studies and demonstrate that the concept of co-creation contributes to increased customer trustworthiness and loyalty.

Applying the third-order factor model made by Brady and Cronin, this study assessed several factors related to service quality and examined the relationships among service quality, relationship quality, and loyalty to a dessert cafe focused on the ‘S’ dessert cafe. To validate this research, 300 survey questionnaires were collected and a final total of 250 respondents were employed for statistical analysis. Statistical analysis used SPSS 23.0 and AMOS 20.0 for Windows. According to the results of this study, several factors of service quality have positive effects on relationship quality and customer loyalty who had visited ‘S’ dessert cafe. In addition, several factors of relationship quality also had significant effects on customer loyalty. There have been many studies that showed relationships among service quality, and loyalty in various stages of the food-service industry such as in restaurants and coffee shops. However, little research explained the relationships among various factors of service quality, relationship quality, and loyalty of dessert cafe. Therefore, our study will provide significant results and some implications in both academia and the food-service industry especially for dessert cafes.

While the mobile payment service market is expanding, few studies have been conducted on sports consumers to promote the continuous use of mobile payment services. The current study empirically analyzed the structural relationship between technological characteristics, perceived usefulness, trust, and continuous intention to use mobile payments services among sports consumers in millennials and Generation Z (MZ Generations). A questionnaire survey was conducted on students majoring in sports in 4-year universities located in Chungcheong and Gangwon Provinces, Korea. The collected data were examined using frequency analysis, correlation analysis, and structural equation modeling. The key results are as follows. First, the technological characteristics of mobile payment services had a positive effect on perceived usefulness of the services. Second, perceived usefulness had a positive effect on trust in the services. Third, perceived usefulness had a positive effect on continuous intention to use the services. Fourth, trust in mobile payment services had a positive effect on continuous intention to use the services. The results are significant as they provide a reference in establishing marketing strategies required to promote the continuous use of mobile payment services among sports consumers in MZ generations

PurposeThis study aims to explore whether frontline employees' service recovery performance as well as customers' recovery satisfaction (RS) act as mediating mechanisms that simultaneously transmit the positive influence of an integrated service recovery system (SRS) on customers' service loyalty (SL).Design/methodology/approachA total of 134 useable retail banking branch cases (including responses from 134 branch heads, 439 frontline employees and 941 customers) were used to test our model using the partial least squares structural equation modeling (PLS-SEM) approach.FindingsService recovery system, measured as a higher-order multidimensional construct, has a strong and positive influence on customers' SL. Besides, service recovery performance partially mediates, along with RS, the relationship between SRS and SL. Finally, customers' recovery satisfaction has the strongest influence on service loyalty.Practical implicationsThis study strongly suggests that practitioners not only focus on implementing an effective SRS but also on leveraging service recovery performance and RS to build sustained customers' loyalty. Practitioners must provide more attention to training their frontline employees, reward and recognize employees and continually evaluate their employees' recovery efforts.Originality/valueThe role of frontline employees' service recovery performance and customers' RS as mediating mechanisms in transmitting the positive effect of SRS on customers' SL is investigated using the combined perspectives of social-technical system theory and interdependence theory.

This study aims to (1) determine the effect of service quality on customer loyalty at Bank Syariah Mandiri Ulak Karang Padang Sub-Branch Office, (2) To determine the effect of trust on customer loyalty at Bank Syariah Mandiri Ulak Karang Padang Sub-Branch Office., (3) ) To determine the effect of commitment on customer loyalty at Bank Syariah Mandiri Ulak Karang Padang Sub Branch Office, (4) To determine the effect of service quality, trust, and commitment to customer loyalty at Bank Syariah Mandiri Ulak Karang Padang Sub Branch Office. The variables used in this study are service quality, trustworthiness, and commitment as independent variables and customer loyalty as the dependent variable.This type of research is quantitative research, with descriptive causal. The sampling technique used purposive sampling. The number of samples used is 100 samples who are customers of Bank Syariah Mandiri Ulak Karang Padang Sub-Branch Office.The results of this study indicate that service quality, trust, and commitment have a positive and significant effect on customer loyalty. The adjusted R2 value is 0.814, then the contribution of the influence of service quality, trust, and commitment to customer loyalty is 81.4% and 18.6% is influenced by other variables not examined in this study. This means that the three variables need to be considered and considered by the company.

BACKGROUND Smoking and physical inactivity compromise health, especially in combination. Interventions to promote smoking cessation and increased physical activity (PA) often lack impact, especially in the long term. Digital future-self interventions (FSIs), which prompt individuals to imagine who they do and do not want to become (ie, their desired and undesired future selves), show promise in encouraging sustainable changes in both behaviors. However, knowledge of user experiences with digital FSIs is limited. A deeper understanding of these experiences could help optimize FSIs, enhancing their efficacy in supporting smoking cessation and increased PA sustainably. OBJECTIVE This study examined behavioral, cognitive, and affective experiences with digital FSIs focused on smoking, PA, or both. Potential differences in user experiences based on behavior (smoking vs PA), polarity (desired vs undesired future self), and modality (verbal vs visual description of future selves) were explored. METHODS Secondary analyses of quantitative and qualitative survey data from 3 studies using digital FSIs as a means to encourage smoking cessation or increase PA were conducted. In study 1, participants (N=144) thought about how it would be to complete the FSI. In studies 2 (N=447) and 3 (N=87), they completed an FSI. Each study highlighted different aspects of user experiences with FSIs, namely, behavioral (eg, time spent), cognitive (eg, mental effort exerted), or affective (eg, emotions) experiences. Quantitative and qualitative findings were integrated for a comprehensive interpretation. RESULTS Regarding behavioral experiences, participants completed future-self tasks promptly (mean 6.64, SD 8.30 minutes), spent less time completing the desired- versus undesired-future-self (<i>P</i><.001; η<sub>p</sub><sup>2</sup>=0.227) and verbal versus visual (<i>P</i>=.03; η<sub>p</sub><sup>2</sup>=0.060; quantitative) tasks, and integrated the tasks into their lives (qualitative). Despite tasks being preparatory and not actively encouraging behavior change, multiple participants reported implementing changes in their smoking or PA (qualitative). Regarding cognitive experiences, moderate effort (mean 5.85/10, SD 2.56) was exerted on the tasks regardless of behavior (<i>P</i>=.69; η<sub>p</sub><sup>2</sup>=0.002), modality (<i>P</i>=.45; η<sub>p</sub><sup>2</sup>=0.004), or polarity (<i>P</i>=.69; η<sub>p</sub><sup>2</sup>=0.002; quantitative). Experiences of task difficulty were inconsistent across studies, individuals, and tasks, although mental visualization and describing one’s future self using images were consistently reported as challenging (quantitative and qualitative). Future-self tasks were reported to prompt cognitive processes such as contemplating consequences of smoking and PA behavior (qualitative). Regarding affective experiences, desired- and undesired-future-self tasks elicited different emotions (<i>P</i><.001; η<sub>p</sub><sup>2</sup>=0.630; quantitative). Desired-future-self tasks were perceived as enjoyable and happiness inducing, whereas undesired-future-self tasks were perceived as confronting and unpleasant, evoking feelings of sadness, fear, and anger (quantitative and qualitative). CONCLUSIONS Digital FSIs appeared to be a time-efficient, feasible, and acceptable way of strengthening identities as a means to encourage smoking cessation and PA. Findings support continued implementation of digital FSIs, although further research is required to optimize their operationalization. Avenues in that regard are proposed and discussed.

Purpose This study aims to explore how AI digital signage functions as an experiential interface in retail settings. Drawing from Schmitt's experiential marketing framework, AI digital signage is examined as a touchpoint that delivers sensory (SENSE), affective (FEEL), cognitive (THINK) and behavioral (ACT) experiences through personalized, real-time and interactive features. By identifying the key experiential factors and performance gaps that shape consumer interactions with AI-enabled technologies, it helps to make the application of AI in retail scenarios more abundant and improve better consumer experience. Design/methodology/approach A mixed-method design was employed to investigate the factors influencing consumer experience with AI digital signage in retailing. The research framework was developed based on a comprehensive literature review and expert consultation. The Analytic Hierarchy Process (AHP) was used to determine the relative importance of experiential dimensions and criteria. Subsequently, a modified VlseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR) method was applied to identify performance gaps across the evaluated factors. Data were collected through an online survey in Taiwan, yielding 365 valid responses for AHP and 373 valid responses for the modified VIKOR analysis. Findings The results indicate that among the four experiential dimensions, sensory experience (SENSE) is considered the most influential in shaping consumer interaction with AI digital signage, followed by behavioral experience (ACT), affective experience (FEEL) and cognitive experience (THINK), based on the AHP weighting results. In contrast, the performance gap analysis using the modified VIKOR method reveals that affective experience (FEEL) has the largest gap value, followed by cognitive experience (THINK), sensory experience (SENSE) and behavioral experience (ACT). This suggests that while sensory and behavioral experiences are highly valued, affective and cognitive aspects are currently underdelivered, highlighting critical facets for improvement in enhancing consumer engagement with AI-enabled touchpoints. Practical implications This study employs a hybrid multiple-attribute decision-making approach to empirically investigate the evaluation dimension and criteria related to factors influencing consumers' experiences with AI digital signage in retailing. The results of this study provide valuable insights for researchers and practitioners alike in the field, offering a valuable reference for determining the factors those impact consumers' experiences with AI digital signage when it serves as the new marketing medium. Originality/value This study bridges experiential marketing and intelligent retail technology by treating AI signage as an experiential touchpoint and evaluating its impact through a hybrid AHP–VIKOR model, offering both theoretical insight and practical guidance for smart retail engagement.

BackgroundSmoking and physical inactivity compromise health, especially in combination. Interventions to promote smoking cessation and increased physical activity (PA) often lack impact, especially in the long term. Digital future-self interventions (FSIs), which prompt individuals to imagine who they do and do not want to become (ie, their desired and undesired future selves), show promise in encouraging sustainable changes in both behaviors. However, knowledge of user experiences with digital FSIs is limited. A deeper understanding of these experiences could help optimize FSIs, enhancing their efficacy in supporting smoking cessation and increased PA sustainably.ObjectiveThis study examined behavioral, cognitive, and affective experiences with digital FSIs focused on smoking, PA, or both. Potential differences in user experiences based on behavior (smoking vs PA), polarity (desired vs undesired future self), and modality (verbal vs visual description of future selves) were explored.MethodsSecondary analyses of quantitative and qualitative survey data from 3 studies using digital FSIs as a means to encourage smoking cessation or increase PA were conducted. In study 1, participants (N=144) thought about how it would be to complete the FSI. In studies 2 (N=447) and 3 (N=87), they completed an FSI. Each study highlighted different aspects of user experiences with FSIs, namely, behavioral (eg, time spent), cognitive (eg, mental effort exerted), or affective (eg, emotions) experiences. Quantitative and qualitative findings were integrated for a comprehensive interpretation.ResultsRegarding behavioral experiences, participants completed future-self tasks promptly (mean 6.64, SD 8.30 minutes), spent less time completing the desired- versus undesired-future-self (P<.001; ηp2=0.227) and verbal versus visual (P=.03; ηp2=0.060; quantitative) tasks, and integrated the tasks into their lives (qualitative). Despite tasks being preparatory and not actively encouraging behavior change, multiple participants reported implementing changes in their smoking or PA (qualitative). Regarding cognitive experiences, moderate effort (mean 5.85/10, SD 2.56) was exerted on the tasks regardless of behavior (P=.69; ηp2=0.002), modality (P=.45; ηp2=0.004), or polarity (P=.69; ηp2=0.002; quantitative). Experiences of task difficulty were inconsistent across studies, individuals, and tasks, although mental visualization and describing one’s future self using images were consistently reported as challenging (quantitative and qualitative). Future-self tasks were reported to prompt cognitive processes such as contemplating consequences of smoking and PA behavior (qualitative). Regarding affective experiences, desired- and undesired-future-self tasks elicited different emotions (P<.001; ηp2=0.630; quantitative). Desired-future-self tasks were perceived as enjoyable and happiness inducing, whereas undesired-future-self tasks were perceived as confronting and unpleasant, evoking feelings of sadness, fear, and anger (quantitative and qualitative).ConclusionsDigital FSIs appeared to be a time-efficient, feasible, and acceptable way of strengthening identities as a means to encourage smoking cessation and PA. Findings support continued implementation of digital FSIs, although further research is required to optimize their operationalization. Avenues in that regard are proposed and discussed.

IntroductionTrust in health and other systems can affect uptake of public health advice and engagement with health services. Individuals who had adverse childhood experiences (ACEs) are more likely to experience...

Relationship marketing, which focuses on the relationship between the customers, is considered important in the field of service marketing. This research explores the impact of customers` perceived expertise of service provider and customer`s sociability, and how these factors are related to the intention to continuously uses IT services. Relationship quality is set as a mediating variable. Relationship quality is measured by trust and commitment. Also, the relationship between trust and commitment is hypothesized and tested. Results of the analysis of survey data shows that, expertise and sociability factors have positive effect on relationship quality. Also, two factors of relationship quality - trust and commitment - have positive effects on the intention to use. In addition, trust is positively related to commitment. In conclusion, service provider`s expertise and customers` sociability work partially as client lock-in.

Purpose – The purpose of this paper is to identify the dimensions of service quality as well as of service loyalty in the context of medical tourism. It seeks to demonstrate the conceptualization of medical tourism service loyalty (MTSL) construct. This research also attempts to examine the effect of service quality dimensions on service loyalty dimensions of medical tourism. Design/methodology/approach – The dimensions of service quality as well as of service loyalty are identified using an exploratory factor analysis. Next, the reliability and validity of the quality factors and loyalty factors are established through confirmatory factor analysis using AMOS 18.0 version. The related hypotheses are tested using structural equation modeling (SEM). Findings – The paper identifies eight-factor construct for medical tourism service quality and three-factor construct for MTSL. It is found that the treatment satisfaction dimension of service quality has positive and significant impact on MTSL. It is also observed that, overall, medical tourism service quality has positive impact on MTSL. Practical implications – These dimensions of service quality should be viewed as the levers of improving perceived service quality with respect to medical tourism. Examining the service quality dimensions’ impact on customer loyalty for medical tourism sector can offer the industry valuable insights regarding which aspects of the service to focus on in order to improve medical tourist’s satisfaction and loyalty toward the firms. Originality/value – This paper introduces the concept of service quality and service loyalty in medical tourism sector. In conceptualizing MTSL, the authors propose an integration of behavioral measures, attitudinal measures and cognitive measures. The interrelationship between the service quality construct and medical loyalty construct was established using SEM. This is useful for the healthcare manager to measure the medical tourist’s perceptions of service quality on these dimensions as related to medical tourism performance.

In this study, via a survey of Instagram users, the authors examined how hedonic browsing and flow, as intrinsic motivators, have an impact on the cognitive and affective experience of Instagram users and their impulse buying behavior. The survey was conducted on 635 Iranian Instagram users. Data analysis was conducted using structural equation modeling via SmartPLS 3.0. In an estimated structural model, hedonic browsing has a positive effect on flow, whereas flow has a positive effect on cognitive and affective experience shopping. Additionally, cognitive and affective experience have a positive effect on impulse buying. In particular, flow has a direct effect on online impulse buying. Implications for more effective management of the process of securing online customers through the use of cognitive and affective factors conclude the article.