Service Consumers Research Articles

Banking service recovery and consumer loyalty: The mediating role of satisfaction

This study aims to prove the effect of justice-based service recovery on satisfaction and its impact on loyalty. The related justices intended are distributive, procedural, and interactive. Also, proving satisfaction as mediated by the Sobel test becomes another purpose. Then, to achieve these purposes, this study employs banking customers in a few areas in West Java (Bandung and Cirebon Cities, as well as the Purwakarta Regency) as the population and samples them by snowball sampling. Fortunately, 230 collected responses exist; hence, the structural equation based on covariance is applicable to examine hypotheses. As a result, this study finds a positive tendency of distributive, procedural, and interactive justice on satisfaction, and distributive justice has a leading influence. A similar sign occurs in the association between satisfaction and loyalty. According to the mediating test, customer satisfaction can mediate the relationship between the three justices and loyalty. Based on these facts, this study recommends that banks compensate the users for the disappointing situation and handle their complaints by providing procedures and responsive and skilled staff to help. Importantly, banks should give the gift as a sign of appreciation for complaints. These actions can encourage banking users to share positive information with their friends, family, and workmates based on their experience.

Adult decision-making capacity and health research in Aotearoa New Zealand.

The Code of Health and Disability Services Consumers' Rights (the Code)1 and the Health and Disability Commissioner Act (the Act)2 are up for review. The Code currently applies to clinical care, teaching and research. When it was introduced, there were no national mechanisms to govern research, but since then the National Ethics Advisory Committee (NEAC) has developed detailed guidelines and established a network of ethics committees at various institutional levels. As currently written, the Code prohibits research on a patient who lacks capacity unless it is in their "best interests." This precludes some important research. The NEAC guidelines are more nuanced and measured, designed to balance the risks to the patient with the benefits to the community. We argue that the Code and the Act should be amended to allow decisions about research proposals on people who lack capacity to be made by an ethics committee set up by NEAC.

The Urgency of Banks in Implementing the Precautionary Principle as Consumer Protection in the Standard Clauses of Credit Agreements

The importance of the bank in applying the precautionary principle contributes to ensuring a sound banking system and protecting the country’s economy. In lending, the precautionary principle was manifested in a standard agreement between the bank as the creditor and the customer as the debtor. Credit agreements can lead to disputes, where the debtor sues the bank for violating the principle of consumer protection because it applies standard clauses in the credit agreement. The research method used is legal research with a statute approach and a conceptual approach). The results state that the application of the precautionary principle in making standard agreements manifests itself in the prohibition of financial service business actors including exoneration clauses to the detriment of financial service consumers as stipulated in Article 18 paragraph (1) of the Consumer Protection Act and OJK Regulation No. 6/POJK.07/Tahun 2022 concerning Consumer and Community Protection in the Financial Services Sector.

Analysis of the spatial characteristics and driving forces of underground consumer service space in Chinese megacities based on multi-source data

Underground consumer service spaces (UCSS) offer new solutions for urban residents’ daily needs, but existing studies on their distribution and driving forces are often fragmented and overshadowed by research on other underground spaces, lacking targeted analysis. This study examines UCSS in the central urban areas of seven representative Chinese megacities. Using spatial analysis methods like kernel density estimation, multi-distance spatial clustering, and geographical detectors, the spatial characteristics and driving forces of UCSS are analyzed alongside aboveground consumer service spaces (ACSS). Results show that both ACSS and UCSS exhibit multi-centered, concentric spatial patterns, though UCSS demonstrates higher spatial aggregation. Unlike other underground public spaces (UPS), UCSS relies more on service industry agglomeration and market factors, while other UPS are more influenced by surrounding development intensity. UCSS follows the core principles of central place theory but deviates from the market-driven patterns typical of ACSS. Socioeconomic conditions and transportation infrastructure form the foundational basis for UCSS distribution, while service industry agglomeration, market dependence, and land development intensity exert more direct influence. The commercial atmosphere and existing underground space development play critical roles in UCSS distribution. Two key spatial scales for understanding UCSS distribution are the strong influence zones of shopping malls and metro stations, and high-density urban areas.

Travel Intentions Towards Contact Limited Tourism: A Survey of Students and Lecturers in Vietnam

ABSTRACT The study on contact limited tourism stems from consumer behavior research dedicated to reducing customer interaction in consumer services. Its primary focus was to examine the behavioral intentions of tourists amid the post-COVID-19 pandemic, specifically exploring the concept of contact limited tourism. The investigation involved surveying students and lecturers in the Ho Chi Minh City area, employing the Theory of Planned Behavior model. This model helped assess how individuals’ perceptions of COVID-19 risks influenced their inclination to partake in travel with limited contact. The research findings highlight that factors like risk perception, subjective norms, and behavior control positively impact travel attitudes favoring limited contact. These results hold significance as specifically explore the concept of contact limited tourism, shedding light on the importance of reduced physical interactions in travel. This insight is valuable for designing and marketing tourism services in a post-pandemic era.

Energy efficient resource management in data centers using imitation-based optimization

Cloud computing is the paradigm for delivering streaming content, office applications, software functions, computing power, storage, and more as services over the Internet. It offers elasticity and scalability to the service consumer and profit to the provider. The success of such a paradigm has resulted in a constant increase in the providers’ infrastructure, most notably data centers. Data centers are energy-intensive installations that require power for the operation of the hardware and networking devices and their cooling. To serve cloud computing needs, the data center organizes work as virtual machines placed on physical servers. The policy chosen for the placement of virtual machines over servers is critical for managing the data center resources, and the variability of workloads needs to be considered. Inefficient placement leads to resource waste, excessive power consumption, and increased communication costs. In the present work, we address the virtual machine placement problem and propose an Imitation-Based Optimization (IBO) method inspired by human imitation for dynamic placement. To understand the implications of the proposed approach, we present a comparative analysis with state-of-the-art methods. The results show that, with the proposed IBO, the energy consumption decreases at an average of 7%, 10%, 11%, 28%, 17%, and 35% compared to Hybrid meta-heuristic, Extended particle swarm optimization, particle swarm optimization, Genetic Algorithm, Integer Linear Programming, and Hybrid Best-Fit, respectively. With growing workloads, the proposed approach can achieve monthly cost savings of €201.4 euro and CO2\\documentclass[12pt]{minimal} \\usepackage{amsmath} \\usepackage{wasysym} \\usepackage{amsfonts} \\usepackage{amssymb} \\usepackage{amsbsy} \\usepackage{mathrsfs} \\usepackage{upgreek} \\setlength{\\oddsidemargin}{-69pt} \\begin{document}$$\\hbox {CO}_2$$\\end{document} Savings of 460.92 lbs CO2\\documentclass[12pt]{minimal} \\usepackage{amsmath} \\usepackage{wasysym} \\usepackage{amsfonts} \\usepackage{amssymb} \\usepackage{amsbsy} \\usepackage{mathrsfs} \\usepackage{upgreek} \\setlength{\\oddsidemargin}{-69pt} \\begin{document}$$\\hbox {CO}_2$$\\end{document}/month.

Маркетинг туризма: инновации и тренды

The modern tourism industry is in constant motion, being influenced by various innovations and trends. Marketing has become a key element of success in this industry, allowing companies to attract more customers and remain competitive. In the rapidly changing world of tourism, it is necessary to constantly monitor the latest technologies and strategies in order to attract the attention of the target audience. Marketing in the tourism industry has undergone significant changes and evolution over the past decades. Since the time when travel companies limited themselves to offline advertising in print media and working with travel agencies, today they are actively using digital marketing strategies and technologies to attract potential customers. From classic advertising branding to data analytics and virtual reality, tourism marketing continues to evolve and adapt to the changing demands of modern travelers. The article analyzes the current trends in the development of tourism marketing: personalization of services; digitalization and use of artificial intelligence in the promotion of tourism products and communications of tourism entities; actualization of socio-ethical concepts of tourism marketing and partnership marketing; a request for tourism safety as one of the strategic directions of state regulation of tourism; a trend towards the development of creative marketing based on an innovative approach and strategy for introducing innovations to the creation and promotion of tourism services. The conclusion is made about the synergetic complementarity of the indicated trends, which make it possible to create and promote fundamentally new travel products and services on the market that are relevant to the goals and values of consumers of travel services.

Impact of Gen-AI chatbots on consumer services experiences and behaviors: Focusing on the sensation of awe and usage intentions through a cybernetic lens

Generative AI-based chatbots have surfaced as a magical tool, revolutionizing the service industry. Equipped with superior conversational traits and the ability to attune with the conversant, chatbots have forged a coherent bond with the conversant. The untapped potential of chatbots deserves a better understanding of how consumers interact with them. This study recruits the theory of cybernetics to shed light upon the mechanism of chatbot consumer interaction. The theory helps to explain the psychological perspectives of chatbot users and answers the all-important question as to how to craft a coherent communication by enhancing the antecedents to chatbot efficiency. A mixed-method approach is used to identify factors that add to the dynamics of chatbot efficiency, a sensation of awe, and usage intentions. In method 1, the grounded theory approach is used to identify themes and factors to develop a conceptual model. In method 2, the conceptual model devised is subjected to empirical testing through Partial Least Square Structural Equation Modeling. The theory of cybernetics highlights the importance of information exchange and attunement which leads to higher usage intention in chatbots. The results disseminate the indispensability of AI-enabled chatbots for retailing businesses to attain commercial competency.

International legal mechanisms for ensuring the responsibility of the air carrier before the passenger

Liability to passengers and cargo owners for damage caused during international air transportation is primarily borne by the carrier. From the content of the Warsaw and Montreal Conventions, it follows that the carrier can be any natural or legal person who has concluded a contract of carriage with the passenger or the consignor of the cargo and carries out this carriage on a remuneration basis. Reasons are required for the carrier to be liable as a party performing the contract. The plaintiff, who demands compensation, must prove the fact of breach of obligation by his counterparty, the presence and amount of damage, as well as the cause-and- effect relationship between the offense and the damage. However, the defendant (carrier) has the right to prove the absence of his fault and refer to the limitation of his liability. The Warsaw (1929) and Montreal (2009) conventions contain relatively detailed and fairly clear instructions on the carrier’s liability, establishing the grounds for exemption from it and, in most cases, limiting its size by the so-called relaxations in the air carrier’s liability regime. Like the norms of the internal transport legislation of the states, the norms of the conventions are of an imperative nature, with equal protection of the interests of consumers of services provided by transport organizations, and even the complexity of transport operation technologies, the mass of operations and the risks associated with the use of vehicles. This article examines the question of the extent to which international conventions and rules determining the liability of air carrier passengers have been successfully harmonized at the international level and eliminated the conflict of law problem, as well as the degree of development and effectiveness of these international conventions and rules, norms for ensuring the liability of air carriers to air passengers. Summarizing, the author notes that the Montreal Convention improves the situation of passengers and cargo owners, eliminates complications with lengthy court processes, to the advantage of the Warsaw Convention, which is somewhat outdated and does not correspond to today’s realities. The new convention strengthens competition in the air transport market, increases the responsibility of airlines to passengers and removes restrictions on compensation for loss of baggage or damage to the life and health of passengers, significantly simplifying the mechanism of obtaining it.

Does corporate governance differ by sector? An analysis under good practice criteria. The case of Spain.

The aim of this paper is to analyse how the factors remuneration, supervision and board structure influence the good corporate governance of companies in the Spanish Continuous Market. This paper develops, for the first time, an index based on the recommendations defined in the Good Governance Code of Listed Companies. This paper measures remuneration, monitoring and governance structure and employs a multiple linear regression model modelling corporate governance as a latent factor. Based on this model, this research presents empirical evidence of the relationship between corporate governance and the defined variables, considering Spanish Continuous Market firms disaggregated by sector. To date, there are no studies that have taken into account the analysis for all sectors in the same country. Among the conclusions, the research finds that the larger a company is, the better the mechanisms for providing an optimal degree of governance, as is the case in the oil, energy and technology sectors. In another sense, the higher the number of proprietary directors the lower the levels of good governance, mainly in basic materials, industrial, construction and consumer goods and services companies. The empirical results also justify the inclusion of Corporate Governance-related factors in governance regulation.

Analysis on the impact of internet use on residents' tourism consumption behavior and the mechanism of action.

Tourism consumption as a typical representative of service consumption, has strong comprehensiveness and driving force, continuously expanding new consumption upgrade space. In the context of the digital economy, the development of the mobile internet has opened up new opportunities for the tourism industry acting as an important factor influencing the consumer behaviour of the residents. Based on 9007 resident survey data from the China General Social Survey (CGSS) in 2017, this paper explores the relationship between Internet use, access to information and residents' travel consumption behavior by means of probit model and mediating effect model. First, according to the findings, Internet use has a positive impact on residents' travel consumption behavior, increasing residents' tourism expenditure. Second, the mechanism suggests that access to information plays a partially mediating role between Internet use and travel consumption behavior. Third, further analysis revealed that, for the retired population, the more frequently they use the Internet, the more likely they are to spend on travel. Compared to those with lower incomes, those with higher incomes will spend less on travel after retirement. With this in mind, in order to promote residents' tourism consumption, speed and fee reduction should be continuously promoted, urban and rural information infrastructure should be strengthened, and accessibility of tourism information for residents should be improved. At the same time, there is a need to innovate the way tourism products are promoted, improve the types of tourism products and launch diversified tourism products.

Backlash or victims? ‘Victimised Korean husbands’ of migrant wives and problematic norms on sexual relations in South Korea

Violence against marriage migrants became a critical social issue in South Korea in the late 2000s, and the government instituted various measures in response, partially adopting civil society organisations’ demands to protect migrant women. However, men’s rights groups also mobilised shortly after to advocate for the rights of citizen-husbands under the slogan of ‘male victims of international marriages’. Their campaigns targeted both the unscrupulous commercial matchmakers and their deceitful migrant wives. This article situates the victimised men discourse as a backlash against violence against women campaigns to reverse policy gains in the protection of women’s rights. The article argues that government policies have legitimised such discourse and used flawed ‘data’ to justify their policies. This article uses as data complaints submitted to the Korea Consumer Agency, a government regulator for consumer disputes, about international marriages and focuses on their mentioning of sexual relations, intimacy and sexuality. By doing so, this article demonstrates that men’s rights as consumers of marriage brokerage services are behind their claims of victimhood, and the victimhood discourse undermines the safety and human rights of migrant women. Moreover, a close look at the database about ‘male victimhood’ reveals severe human rights violations against migrant women.

Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Konsumen Mutiara Salon Wanita Jatibening Pondok Gede Tahun 2024

This research aims to examine the influence of service quality on consumer satisfaction at Mutiara Women's Salon Jatibening Pondok Gede in 2024. To obtain data, the Service Quality and Consumer Satisfaction instrument in the form of a questionnaire (Questionnaire) was used. The research method used is quantitative with an associative approach. The sample in this study was 78 respondents. The analysis technique used is simple linear regression which is processed using the SPSS program. Based on the results of data analysis in the regression equation model, it is known that the results of the analysis of the coefficient of determination test in the Mode Summary table, obtained an R Square value (coefficient of determination) of 0.450, which means that the influence of the independent variable (X) on the dependent variable (Y) is 45%. So it can be concluded that the Service Quality variable has an influence of 45% on the Consumer Satisfaction variable. And another 55% was influenced by other variables not examined in this study.

Advancing Toward Sustainability: A Systematic Review of Circular Economy Strategies in the Textile Industry

The textile industry, fueled by the “fast fashion” phenomenon, contributes significantly to environmental, social, and economic degradation through the rapid turnover of styles, leading to substantial waste as consumers frequently discard garments. This cycle of consumption and production is linked to the social demand added to purchase income, demonstrating the urgent need for sustainable interventions. The main objective of this study is to carry out a systematic review of the literature to identify and critically evaluate circular economy strategies implemented in the textile industry. This study conducted a systematic review of circular economy strategies in the textile industry using the PRISMA methodology. Our search spanned a ten-year period, examining 88 articles, from which 55 were selected as pertinent. The primary strategies identified include reuse, recycling, repair, and reduction, each of which is assessed through environmental, social, and economic lenses. Reuse is crucial for reducing impacts and waste, yet it is hampered by insufficient consumer incentives. Recycling shows promise but is hindered by technological and awareness barriers. Repair contributes to extending the lifespan of garments, thereby reducing the need for new production, although it encounters challenges in terms of service accessibility and consumer knowledge. The reduction involves the search for better and more sustainable materials, with the main barrier being the fast fashion. The findings suggest that reuse is not only economically viable but also capable of lessening social inequality. Recycling, however, necessitates substantial investments and the development of supportive policies. Repair, on the other hand, significantly lessens the environmental impact and can spur new economic opportunities and employment. Despite these hurdles, these strategies present viable pathways toward a more sustainable textile industry. However, achieving this requires a paradigm shift in both consumer behavior and corporate practices to embrace and optimize circular economy practices within the sector.

Analisa Pengaruh Komunikasi Marketing dan Kepercayaan terhadap Loyalitas Melalui Kepuasan Nasabah pada PT BPR Eka Dana Mandiri (Bank Edaman) Malang

PT. Eka Dana Mandiri(Bank Edaman) Malang as a banking institution provides financial services for consumers in the Greater Malang area and its surroundings and participates in advancing the economy in the Greater Malang area and its surroundings PT. Eka Dana Mandiri(Bank Edaman) in the midst of competition between financial institutions is required to be able to provide the best service in terms of marketing communications and trust so that it has an impact on the sustainability of the company's business. The end of the transition from the Covid-19 pandemic to the New Normal for PT customers. BPR Eka Dana Mandiri(Bank Edaman) Malang experienced a decline in the number of customers. This type of research is a quantitative approach. The population in this research are customers who make loans to PT. BPR Eka Dana Mandiri(Bank Edaman) Malang. A total of 46 customers at PT. BPR Eka Dana Mandiri(Bank Edaman) Malang as a respondent came and met with researchers to fill out the questionnaire. This type of research is a quantitative approach. The population in this research is customers at PT. BPR Eka Dana Mandiri(Bank Edaman) Malang. 46 Customers at PT. BPR Eka Dana Mandiri(Bank Edaman) Malang as a respondent came and met with researchers to fill out the questionnaire. The results of this research show, among other things: 1) Marketing Communication has a direct and significant effect on Customer Loyalty; 2) Trust has a direct and significant effect on Customer Loyalty; 3) Marketing Communication has a direct and significant effect on Customer Satisfaction; 4) Trust has a direct and significant effect on Customer Satisfaction; 5) Satisfaction has a direct and significant effect on Customer Loyalty; 6) Marketing Communication has an indirect effect on Loyalty through significant Customer Satisfaction; and 7) Trust has an indirect effect on Loyalty through significant Customer Satisfaction.

ФОРМУВАННЯ НА СУЧАСНОМУ ЕТАПІ РИНКУ ФІНАНСОВИХ ТЕХНОЛОГІЙ В СВІТОВІЙ ЕКОНОМІЦІ

The current stage of development of the world economy is characterized by the process of increasing the role of the financial sector, as well as the transition to a new phase of development - innovation. Globalization in financial innovations is critical in international innovative development in today's conditions. The rapid spread of financial innovations under the conditions of financial globalization has become the main driver of the formation of the world economic system, contributing to the deepening of financial globalization. The formation of the financial services market is uneven because various factors influence it, including the level of development of information and communication technologies, the stability of the financial sector, and others. These factors have been studied by researchers, but the development of specific segments of the fintech market has its peculiarities. Fintech is a complex system that unites the sectors of new technologies and financial services, startups, and the relevant infrastructure. The financial services sector is increasingly actively using new technologies and tools to perform its functions and implement fundamentally new solutions in which consumers of services are interested. New technologies inherently changed not only the historically formed landscape of providing financial services, giving it freshness and dynamics, but also changed the attitude to such a concept as "money", realizing the transition from cash to virtual money in a reasonably short period. The industry provides subjects of financial relations with a wide range of innovative technologies, among which robotics, biometrics, remote banking, P2P lending, and many others have become vital. The fintech industry is expected to grow due to increased market penetration rates for existing services and their international expansion. The transition from the traditional financial services system to a digital one provides excellent opportunities for large financial companies and FinTech startups to work with banks or financial organizations. As more critical financial infrastructure projects come into production, more players will be interested in implementing digital financial technologies.

The Influence of Brand Image And Brand Love On Consumer Satisfaction Which Is Moderate By Word of Mouth At PT. POS Indonesia

This research aims to analyze the influence of brand image and brand love on PT consumer satisfaction. Pos Indonesia, as well as to test the moderating role of word of mouth in this relationship. This research was conducted on consumers of PT services. Indonesian post. The population in this study is unknown, so the researcher uses a reference from Hair et.al (2010) which states the minimum number of unknown samples is 100-200, so the sample in this study is 200. The sampling technique uses simple random sampling. Sampling was carried out by distributing questionnaires to consumers who came to the POS Indonesia office by providing a Google form link which was distributed to respondents. Partial Least Square (PLS) model analysis was used in this research. The results of this research are that brand image influences consumer satisfaction, brand love influences consumer satisfaction, word of mouth moderates brand image on consumer satisfaction and word of mouth moderates brand love on consumer satisfaction.

Service quality and repurchase intentions in the airline industry: a multiple mediation analysis through customer citizenship behaviour

ABSTRACT Building on expectation confirmation theory (ECT), this study examines the nexus between service quality and consumer repurchase intention in the airline industry, with a particular emphasis on the mediating role of customer citizenship behaviour (CCB). Utilising data from 260 respondents in the United Kingdom, the research employs partial least squares structural equation modelling (PLS-SEM) for the analysis. The findings indicate that service quality has a direct positive effect on CCB and repurchase intention. The study indicates that CCB, manifested through advocacy and tolerance, exerts a significant positive impact on consumer repurchase intention. The study uncovers that advocacy and tolerance behaviours serve as mediators in the relationship between service quality and repurchase intention, while feedback and helping do not play this role. The findings of the study contribute to the literature in the field of CCB and service quality in the airline industry.

Pentingnya Kualitas Pelayanan dan Kepercayaan Konsumen Terhadap Loyalitas Pelanggan di CV Putra Timur Farm

In the constantly shifting and challenging market landscape, one notable phenomenon is the surge in new businesses. This study focuses on examining the impact of service quality and consumer trust on customer loyalty at CV Putra Timur Farm. In the commodity business, where prices frequently fluctuate, maintaining customer loyalty is essential for business sustainability. Data for this research was collected through observations and questionnaires and analyzed using the Structural Equation Modeling (SEM) Partial Least Squares (PLS) method. The results of the analysis indicate that excellent service quality and high levels of consumer trust have a positive and significant effect on customer loyalty. The findings highlight the critical importance of improving service quality and building strong consumer trust to maintain and enhance customer loyalty, especially amid unpredictable price fluctuations in commodity markets. This research underscores the need for businesses to focus on service excellence and trust-building strategies to ensure long-term customer retention and overall business success

Food waste and its causes in higher education cafeterias and canteens: an exploratory study in the province of Santiago (Chile)

ABSTRACT Food waste (FW) is the decrease in the mass of edible food during retail, food service, and final consumption. In recent years, research related to this topic has spread. However, there are still few references about food waste in the service sector in developing countries, which is a concern for three reasons: first, due to the overgrew of food consumption out of the home before the COVID-19 pandemic; secondly, due to the interest in carrying out this research at the local level avoiding regional or global generalizations and, finally for the nutritional implications derived from this research. With this background, this paper fills this gap and aims to evaluate food waste in the service sector, concretely in higher education cafeterias and canteens (HECC). Our specific objectives include obtaining information on the causes of FW in HECC in Santiago (Chile) using approximation methods that are better suited to the purposes of this paper. The study employed the qualitative research paradigm to analyze primary data and comprises a structured questionnaire survey and a qualitative semi-structured interview of HECC managers. Non-probabilistic sampling was used as a convenience sampling technique to select the HECC to be surveyed (n = 17). The results show a total FW by year comprised 309 tons of FW generated in the higher education canteens surveyed and 115 tons generated in the higher education cafeterias surveyed, representing 425 tons of FW annually. Divided by the total FW by the working days of HECC, the average FW generated daily is 1381 kg, corresponding to 1005 kg per day in higher education canteens and 376 kg per day in higher education cafeterias.