Multidimensional seaport connectivity and competitiveness: evidence from Ho Chi Minh City, Vietnam

Firm Patenting, Innovations, and Government Institutional Support as a Double‐Edged Sword

PurposeThe purpose of this paper is to examine how entrepreneurial orientation (EO) and strategic renewal (as a critical dimension of corporate entrepreneurship) might transmit government institutional support and thereby enhance firm performance in a transition economy.Design/methodology/approachMulti-respondent data were collected from 230 Chinese-based firms. The hypotheses were tested with structural equation modeling, in combination with a bias-corrected bootstrap method, to assess the significance of the theorized direct and indirect relationships.FindingsGovernment institutional support enhances EO and strategic renewal individually, yet EO also fully mediates the relationship between government institutional support and strategic renewal. Moreover, strategic renewal fully mediates the relationship between EO and firm financial performance, and it partially mediates the relationship between EO and firm reputation.Originality/valueThis study contributes to entrepreneurship literature by testing an organization-level model of entrepreneurial phenomena in established firms that identifies EO and strategic renewal as two distinct mechanisms through which government institutional support in a transition economy can enhance organizational effectiveness, which entails the firm’s financial performance and reputation. In doing so, this study provides an extended understanding of how EO and strategic renewal might influence a firm’s financial and nonfinancial outcomes in different ways.

The purpose of this study is to determine the effect of service quality, emotional attachment, and religiosity for the Bank Syariah Indonesia’s customer loyalty using customer satisfaction as a mediating variable. The research method is carried out with a quantitatice approach sourced from primary data, The sample obtained was 297 respondent who were general public who have a relation with the organizer or staff of Masyarakat Ekonomi Syariah jawa Timur. This study uses the SEM-PLS (Structural Equation Modeling – Partial Least Square) analysisi technique using SmartLPLS4. The findings suggest that service quality do not have a significant direct effect on customer loyalty, but have a significant indirect effect on customer loyalty. Emotional attachment and religiosity have a significant direct and indirect effect on customer loyalty mediated by customer satisfaction. The limitation of this study was only examine the customer of Bank Syariah Indonesia in East Java, and only focuses on variables as service quality, emotional attachment, religiosity, customer satisfaction, and customer loyalty. This research implicates that loyalty of the customers may increase from a strong attachment between customer and Bank Syariah Indonesia and their individual devotion to Allah SWT, not by service evaluation. Customer’s feeling when using bank may increase their commitment to Bank Syariah Indonesia

This study explores the factors influencing the quality of telecommunication services in Hanoi and Ho Chi Minh City. By conducting an online survey of 413 office workers, the results indicate that among the five components of the perceived quality of telecommunications services, reliability, assurance, and empathy are Key factors affecting consumer satisfaction in Hanoi and Ho Chi Minh City. The findings of this research help mobile service providers to understand how consumers perceive the quality of mobile services. Thus, mobile service providers would effectively design marketing strategy to improve customer loyalty as well as enter new markets. Keywords: Mobile service, service quality, online survey, empirical study, Vietnam.

This study explores the relationship between Switching Cost, Satisfaction and Loyalty of banking customer. SEM (Structural Equation Modeling) results analized on 241 banking customers in Ho Chi Minh City indicate that the satisfaction of the customer is the significant antecedent of both attitudianal and behavioral loyalty. Customer satisfaction explains 61% of changes in attitudinal loyalty and 41% changes in behavioral loyalty. Switching Cost is not important with attitudinal and behavioral loyalty of Vietnamese banking customers. Finally, implications for managers are discussed.

Blitar City RPH is a community service facility unit in the provision of safe, healthy, whole and halal meat. The main function of the abattoir is to guarantee the production of good quality meat and provide a sense of physical and spiritual security to consumers, for that UPT. RPH Blitar City continues to strive to meet customer satisfaction by implementing an excellent service system (Excellent Service) to achieve customer loyalty. The purposes of this study are a) To determine the effect of customer satisfaction strategy on Customer Loyalty of Slaughterhouse Services at UPT.RPH Blitar City, b) To determine the effect of Excellence Service on Customer Loyalty of Slaughterhouse Services at UPT.RPH Blitar City and c) To determine the simultaneous effect of customer satisfaction strategies and Excellence Service on Customer Loyalty of Slaughterhouse Services at UPT.RPH Blitar City. The research method used is to use multiple linear regression analysis to determine the significant positive direct effect both partially and simultaneously from the variables studied. The results obtained after carrying out the research are: 1.) Customer satisfaction has a positive and significant direct effect on customer loyalty at UPT. Blitar City RPH. This means that an increase in customer satisfaction will have an effect on increasing customer loyalty at UPT. RPH. Blitar City. 2) Excellent Service has a positive and significant direct effect on customer loyalty at UPT. Blitar City RPH. This means that an increase in Excellent Service will have an impact on increasing Customer Loyalty at UPT. RPH. Blitar City. 3) Customer Satisfaction and Service Excellence have a positive and significant direct effect on customer loyalty at UPT. Blitar City RPH. This means that an increase in Customer Satisfaction and Excellent Service will have an impact on increasing Customer Loyalty at UPT. RPH. Blitar City.

The research aims investigate the effect of restaurant authenticity on perceived service quality, customer satisfaction, and electronic word of mouth (eWOM) in the ethnic restaurant context. Additionally, it also examines the mediating role of service quality and satisfaction, and their serial mediating effect in the relationship between restaurant authenticity and diners’ eWOM intention. Data was collected from 279 diners who had experienced services at ethnic restaurants in Ho Chi Minh city, Vietnam. Partial least squares structural equation modelling (PLS-SEM) approach was employed to investigate the relationship among variables in the research model. Restaurant authenticity directly influences perceived service quality, customer satisfaction and customers’ eWOM intention. Customer satisfaction fully mediates the relationship between service quality and eWOM while it partially mediates the effect of restaurant authenticity and customer eWOM. However, the indirect impact of restaurant authenticity on customer eWOM through service quality was not significant. The research provides evidence for the predicting role of restaurant authenticity in the relationship with service quality, customer satisfaction and eWOM intention in the restaurant context. It contributes to the existent literature on consumer behaviours in the hospitality context by conceptualizing the mediating role of service quality and customer satisfaction in the relationship between restaurant authenticity andeWOM intention. The research also extends the Stimuli-Organism-Response model by considering the role restaurant authenticity as a stimulus that directly and indirectly influences service quality (stimuli), customer satisfaction (organism), and customer eWOM intention (response). Practical implications: The ethnic restaurant managers should concentrate on the authenticity of the restaurant to generate more positive outcomes such as customer satisfaction and eWOM intention. The food and atmosphere of the ethnic restaurant should reflect the country/ culture that it represents to increase the authenticity perception among diners.

The purpose of this study is to examine the relationship between service quality, experience value, customer satisfaction, and behavioral intention in the fast food industry in Ho Chi Minh City. A total of 302 valid respondents were used in this research in Ho Chi Minh. This study used AMOS 20 software to analyze the SEM (structural equation modeling). The finding confirmed that the relationship between four factors: service quality, experience value, customer satisfaction, and behavioral trends in the fast food industry. Based on the research results, the author hopes that this will be a research theory that contributes to the formulation of strategies and plans to build and develop supporting activities to improve service quality, value experience, satisfaction in the fast-food industry. In addition, the article presents the relationship as well as the impact of some factors on customer behavior trends in the fast food industry in order to help brands partly improve customer behavior trends and brand experience.

In Ghana's competitive banking sector, Strategic Integrated Marketing Communication (SIMC) is becoming increasingly popular as a way to improve customer relationships and satisfaction. Nonetheless, its influence within the African context, especially regarding customer expectations, is still insufficiently examined. This study investigates the correlation between SIMC and customer expectation and satisfaction in Ghanaian banks, emphasising the mediating influence of customer expectation. The research was directed by the Integrated Marketing Communications (IMC) Theory, Expectancy Disconfirmation Theory, and Relationship Marketing Theory. A quantitative approach and a cross-sectional design were employed. The target population consisted of bank customers in the Greater Accra Region of Ghana, from whom a sample of 468 was obtained through convenience sampling. The data were gathered through Google Forms and analysed using partial least squares structural equation modelling (PLS-SEM). The results indicate that SIMC has significant effects on both customer expectation (β = 0.605, p < 0.001) and satisfaction (β = 0.542, p < 0.001). Customer expectation has a significant direct effect on satisfaction (β = 0.634, p < 0.001) and is a partial mediator in the relationship between SIMC and satisfaction, accounting for 70.85% of the total effect. The study concludes that SIMC primarily enhances customer satisfaction through the management of expectations. It suggests that Ghanaian banks use SIMC frameworks that are in line with their business goals and to ensure that communication is clear and consistent to effectively set expectations, increase satisfaction, and build customer loyalty.

Research aimed to examine the impact of service quality, price, and restaurant environment on customer satisfaction and loyalty towards restaurants in Ho Chi Minh City. The author conducted a survey of 309 customers using a convenient sampling method and employed structural equation modeling (SEM) analysis and testing. The research results indicated that service quality, price, and restaurant environment all have an influence on customer satisfaction. Additionally, customer satisfaction was found to be a precursor to customer loyalty towards the restaurants. Based on these findings, the author proposed solutions to enhance customer satisfaction, thereby maintain and strengthen customer loyalty.

Government institutional support and eco-innovation: The moderating role of market performance in Benin's industrial sector

PurposeThis study aims to analyze the individual and joint effects of institutional support by government and nongovernment institutions on early internationalizing firms’ (EIFs) performance. It also investigated the moderating impact of firm age and size on the institutional support-firms’ export performance relationships.Design/methodology/approachData were collected from 705 EIFs in the apparel industry of Bangladesh and analyzed with hierarchical regression.FindingsThe positive influence of institutional support on exporting firms’ financial performance is stronger for the joint effect of government and nongovernment assistance than the individual impact. Firms’ size positively moderates the impact of individual government and nongovernment assistance, while age positively moderates their resource-bundling effect.Research limitations/implicationsThe findings suggest the necessity of integrating resources from diverse but complementary sources of institutional support for superior export performance. The findings also show the presence of the liability of smallness and liability of newness in the standalone and joint influence of institutional support, respectively.Practical implicationsFirms need to bundle resources obtained from the government (unrequited) and nongovernment (reciprocal) institutional support to overcome the liability of smallness they might encounter while availing of support from only one source.Originality/valueDistinguishing between government and nongovernment institutional support, this paper sheds light on exporting firms’ resource-bundling mechanism for these two sources of support in the backdrop of an emerging economy. It also offers fresh insights into the critical role of the liabilities of newness and smallness in early internationalization, especially with regard to the home-country institutional environment.

Studying the influencing factors on customer's trust and satisfaction in E-Commerce and adopting appropriate strategies about these factors are among the effective methods in achieving success in E-Commerce area. This article focuses on the study of effective factors on customer's trust and satisfaction in group discount websites. In this research, firstly the factor influencing on customer's satisfaction in E-commerce has been extracted through the conceptual study and the review of literature and the structural equation modeling has been presented. Then, E-questionnaire was given to the customers of group discount websites in Iran in order to evaluate the model and the relationships among the variables of the model. The analysis of the obtained results conducted through Partial least Square method proved the hypotheses of this model. The results of this research have provided with useful insight for those people who work in E-commerce; hence, they can design successful group discount websites based on group purchase income model.

Online repurchase intention has recently been noticed by researchers and practitioners alike. Researchers and practitioners alike have expressed a particular interest in customer experience because providing customers with unique and positive experiences is the current goal of businesses. They also agree on the importance of customer experience in creating customer satisfaction, trust and online repurchase intention. Therefore, this study investigates online repurchase intention in assessing the direct and indirect impact of customer experience to the online repurchase intention in the retail market in Ho Chi Minh city when considering the mediating role of trust and customer satisfaction. Structural equation modeling (PLS-SEM) was used with a survey sample of 572 observations to test the research hypotheses. The research results have confirmed the direct and positive impact of customer experience, trust and customer satisfaction on online repurchase intention. In addition, customer experience has an indirect and positive impact on online repurchase intention through trust and customer satisfaction. In practice, online retailer should enhance optimal experience customer, trust and customer satisfaction to increase online repurchase intention.

This study aims to examine the relationship between the service quality, price, customer satisfaction and customer loyalty for the convenience stores in Ho Chi Minh City. These relationships were tested with a sample of 358 customers at convenience stores in Ho Chi Minh City. By using the partial least squared structural equation modeling (PLS-SEM) with SmartPLS software for data analysis. The finding showed that service quality has a significant positive effect on both of customer satisfaction and customer loyalty. The finding of this paper also showed that price has a significant positive effect on both of customer satisfaction and customer loyalty. The finding also showed that customer satisfaction has a significant positive effect on customer loyalty. From the above results, the study offers implications for managers and directions for future research.