Service Loyalty Research Articles

유치원 원감이 지각한 직무만족도, 교직전문성 인식, 원장의 변혁적 리더십이 원감의 조직몰입에 미치는 영향

Objectives A study on the influential impact on Kindergarten Assistant Directors (KAD) with regards to the late kindergarten director’s innovative leadership, recognition of teaching professionalism, and organizational commitment. Methods The subjets of the study include 121 licensed KAD's employed by public/private kindergartens by the Office of Education in Gyeongi-do, and for the study, frequency analysis, technical statistics, pearson correlation analysis and hierarchical regression analysis were conducted using with SPSS 18.0.. Results First, the KADs with over 6 years of tenure showed more commitment, by definition, than those with 5 years or less of tenure. Second, the transformational leadership of the Directors was directly correlated to occupational satisfaction, recognition of professional, emotional, normative, continuous service commitment, followed by affectionate commitment, which is a subordinate concept. Third, the influence of the kindergarten director, with regards to transformational leadership, organizational job satisfaction, professional recognition, were found meaningful to affect commitment. Conclusions This study shows a meaningful significance for the establishing of support plans for KAD’s job satisfaction.

Towards an improved understanding of the antecedents of digital health service loyalty during a pandemic: An fsQCA approach

Loyalty towards digital health services has received unprecedented attention and acceptance during the Covid-19 pandemic period. However, whether this popularity will be retained into the future and the factors that can influence such loyalty is undetermined. This paper provides insight into this issue through a cross-cultural examination of the influence of digital service quality (e-quality) on consumer satisfaction and loyalty (e-loyalty) in the digital health service sector during a pandemic. A fuzzy-set qualitative comparative analysis (fsQCA) is applied using a sample of 50 customers drawn from different professions across different countries who actively showed loyalty towards digital health during the pandemic. Research constructs evaluation for reliability and internal consistency was subsequently performed using Cronbach's alpha and Correlation analysis. The results reveal a significant positive relationship between service quality and the twin outcomes of consumer satisfaction and loyalty, while the findings established satisfaction as a prominent mediator for digital health. Findings from the fsQCA analysis identified four core factors that underpin loyalty in digital health platforms. Alternative paths have been identified based on gender, current education status, and other professions. In addition, two topologies are introduced taking digital health services from different platforms during the pandemic. Because of the primary nature of the data, this is first-hand experience gathered from the people who are directly or indirectly involved in receiving help from digital health services in a pandemic context. The application of the fsQCA technique for examining loyalty towards digital health services is applied in the e-health or digital health literature for the first time. The study findings will assist digital health service providers seeking insight into the factors that influence loyalty of e-health service consumers, enabling them to focus more accurately on the service quality dimensions that are effective in influencing consumer satisfaction and retention. The findings of this study contain a number of contributions, illustrating different topologies towards digital health that provide educators and policymakers with valuable insights.

An Evaluation of the Regional Comprehensive Economic Partnership Agreement: Market Access and Trading Rules

AbstractThe Regional Comprehensive Economic Partnership (RCEP) agreement was signed on November 15, 2020. This marks the formal conclusion of the world's largest free trade agreement in terms of population and economic scale. The RCEP agreement covers new liberalization commitments in goods, services, investment, and movement of natural persons, and addresses some emerging behind‐the‐border trade issues, to forge more transparent, open, and inclusive trade rules. Its aim is to build a comprehensive, modern, inclusive, and high‐quality free trade agreement. This paper summarizes the framework and highlights of the RCEP agreement, measures the extent of tariff reduction from various perspectives, makes a quantitative assessment of the level of service trade liberalization of the member states adopting positive list commitments, and makes an in‐depth analysis of trade rules and provisions in the RCEP agreement. Furthermore, this paper also makes a comprehensive comparison of main provisions among the Comprehensive and Progressive Agreement for Trans‐Pacific Partnership, RCEP, and US‐Mexico‐Canada Agreement. The paper concludes with policy recommendations for China to promote the implementation of the RCEP agreement.

FUZZY LOGIC APPLICATION ON EMPLOYEE ACHIEVEMENT ASSESSMENT (CASE STUDY: EDUCATION QUALITY ASSURANCE INSTITUTE OF MALUKU PROVINCE)

Employee achievement assessment in an agency is essential for agency planning and evaluation. Therefore, the Employee achievement assessment must be carried out with a good and appropriate method so that it can guarantee fair and satisfactory treatment for the assessed employees. The value of employee achievement is determined by 60% of the target value of employee achievement and 40% of the average employee behavior value consisting of service orientation, integrity, commitment, discipline, and cooperation. The writing and discussion of this research are about the application of the fuzzy logic Mamdani method using MATLAB software in determining the work performance value of the Maluku Education Quality Assurance Institution (LPMP) employees based on the target value of employee achievement and behavioral values. The Mamdani method’s calculation level of truth is 94%, so it can be concluded that the fuzzy logic of the Mamdani method can be used to measure the performance value of employees.

Role of Corporate Social Responsibility in Building Brand Loyalty and Purchase Consideration of Products and Services for Millennials

Can Corporate Social Responsibility have marketing implications and create value for the firm? This is a question which marketing managers often face. This study helps to examine and identify if CSR has a role in building brand loyalty and purchase consideration of products and services for Millennials. A questionnaire was rolled out, and factor analysis was conducted on the data. The Findings suggest that CSR does help in creating a strong brand image, adds to the brand value of the firm, and helps to develop brand loyalty in the consumers and firms, which invest in CSR, are easily recognized by the consumer and thus helps them to consider the firm for the purchase of products & services. Thus, Marketing Managers should focus on aligning CSR activities, so the consumer can also be engaged with the brand and adds value to all stakeholders. Thus if CSR managers enforce in their organizations to make sustainable products, customers can be won on product differentiation.

PENGARUH MASA KERJA DAN KOMITMEN ORGANISASI TERHADAP KINERJA KARYAWAN PADA PT. TELEKOMUNIKASI INDONESIA (TELKOM) PERSERO BIMA

This study aims to determine and influence the length of service and organizational commitment on employee performance at PT. Telecommunications Indonesia (TELKOM) Persero Bima. This type of research is associative research. The research instrument used in this study was a questionnaire with a likert scale. The population in this study was 35 employees. The sample technique used in this study was Accidental Sampling, where all populations were used as research samples. The data collection techniques used are observation, questionnaires/ questionnaires and literature studies. The data analysis techniques used are validity test, reloability test, multiple linear regression analysis, multiple colleration coefficient, determination test, T test and F test. The results showed that the length of service, commitment to oragnization had a significant effect partially and simultaneously on the performance of PT. Telecommunications Indonesia (TELKOM) Bima

Negotiating mentoring relationships and support for Black and Brown early‐career faculty

AbstractIn this essay, we share historical and structural components of mentoring within institutions of higher education and grapple with technical and moral obligations of support. We argue for more humanizing approaches that embed personal, social, and cultural aspects of mentoring, and seek to disrupt the purposes of mentoring, and for whom? Using a critical approach, we promote justice‐oriented and equity‐driven models of mentoring that account for excessive teaching loads and service commitments for faculty at minority‐serving institutions and Black and Brown faculty at predominantly White institutions. Current promotion and tenure publish or perish models neglect the intellectual and scholarly contributions made through teaching and service and therefore hold the same level of expectations for engagement in and dissemination of research. We share our own stories as Faculty of Color navigating institutional structures during the promotion and tenure process, while also negotiating incongruent cultures of our personal and professional lives. Furthermore, we address the need for mentoring and networking within exclusionary spaces to support the productivity and critical research agendas of Black and Brown faculty that often challenge the white heteronormative cultures of our institutions, professional organizations, peer‐reviewed journals, and prestigious funding mechanisms. Implications of this essay include an acknowledgment of oppressive systems that early‐career Black and Brown faculty often navigate and a call for diverse mentoring programs and supports that conform with and validate our lives and needs. Furthermore, we provide recommendations on evidence‐based resources and approaches that are available to science, technology, engineering, and mathematics faculty and science educators.

ASSESSMENT OF THE CUSTOMER SATISFACTION IN AZERBAIJAN PRIVATE BANKING SYSTEM

The purpose of this study is to develop the principles and methodological apparatus of the system for increasing customer loyalty of banking services on the basis of relationship marketing in Azerbaijan banking system. In accordance with the goal, the following tasks were solved: The features of banking services that determine the specifics of marketing banking services are identified. The areas of application of psychological theories of motivation in the marketing of banking services are analyzed, and the features of the decision-making process on the purchase of banking services are highlighted. The state and prospects of the domestic banking services market, its structure, and competitive environment have been studied. A comparative analysis of the proposal of Azerbaijan and foreign banks. The factors affecting the formation of customer loyalty are identified. Studied the relationship marketing tools used to increase customer loyalty. The methodological apparatus of the system for increasing the loyalty of banking consumers has been developed. In particular, a procedure has been developed for assessing customer satisfaction - the main component of loyalty; the procedure for identifying key consumers has been developed; strategies to increase the loyalty of key consumers are described; specific ways to increase loyalty are indicated.

Research on Knowledge Navigation Model Based on Users’ Tolerance Zone During the Process of R&D Achievements Delivery

How to promote deep knowledge transfer and knowledge application during the process of R&D achievements delivery? This paper takes knowledge transfer as the research object. First of all, the path of knowledge transfer during the process of R&D achievements delivery is drawn. Next, the status of knowledge transfer is assessed by constructing users’ tolerance zone model by selecting key factors in the path of knowledge transfer. Empirical research finds the following conclusions: knowledge transfer experience[Formula: see text], knowledge transfer distance and knowledge transfer carrier have a positive influence on the actual service level of knowledge transfer. Knowledge transfer experience[Formula: see text], continuous strengthening behavior and knowledge service commitment have a positive impact on the ideal service level of knowledge transfer. Then, based on knowledge transfer path and users’ tolerance zone model, this paper explores the knowledge navigation model from the environment, main structure and transmission mode. Finally, from the perspective of knowledge transfer environment, knowledge transfer subject, knowledge transfer object and knowledge transfer mode, the relevant strategies were put forward to reduce knowledge retention, and promote the deep knowledge absorption and transformation during the process of R&D achievements delivery.

Особенности состояний психологического благополучия сотрудников органов внутренних дел с различным уровнем служебной лояльности

The article considers the problem of interrelation of service loyalty and substantiates the position that loyalty is not only a significant factor in ensuring the effectiveness of professional activity, but also an indicator of subjective well-being. The aim of the paper is to establish psychological peculiarities of psychological well-being experience by internal affairs officers with different levels of loyalty. The hypothesis of the research was the assumption that there is a reliably significant relationship between the indicators of loyalty and psychological well-being of internal affairs officers. The research sample consisted of active employees of territorial bodies of internal affairs (n=200, male - 153, female - 47, the length of service of respondents was 10.6 years and age - 33 years). Research methods: loyalty measurement technique by S.S. Baranskaya, Organizational Loyalty Scale by J. Meyer, N. Allen, Psychological Well-being Scale by K. Riff (adaptation by T.D. Shevelenkov, P.P. Fesenko), method «Motive realization possibility» by V.I. Dominyak. The study revealed common and different values in the indicators of groups of employees with high and low levels of loyalty on the scales of «Autonomy» and «Personal Growth» (p≤0.05). The correlation analysis revealed reliable positive relations of psychological well-being and emotional, professional loyalty, and negative relations of well-being and disloyal behavior in the group of employees with high loyalty level. In the group of employees with a low level of loyalty, the values of well-being correlate positively with the values of professional loyalty and negatively with the values of continued and normative loyalty.

ONLINE KIYAFET MAĞAZALARINDA ELEKTRONİK HİZMET KALİTESİ, SADAKAT VE AĞIZDAN AĞIZA İLETİŞİM TÜRLERİ İLİŞKİSİ

Bu çalışmada online kıyafet mağazalarındaki elektronik hizmet kalitesi, sadakat, sözlü ve elektronik olmak üzere ağızdan ağıza iletişim ilişkisini açıklayan model kurulacaktır. Online kıyafet alışverişi yapmış 313 kişinin anket sonuçlarına göre çalışmadaki ifadelerin kaç tane değişken oluşturacağını kapsayan keşfedici faktör analizi, kurulan hipotezleri test etmek için de doğrulayıcı faktör analizi ve yapısal eşitlik modeli kullanılmıştır. Elektronik hizmet kalitesinin sadakati pozitif yönde etkilediği diğer taraftan sözlü ağızdan ağıza iletişimin şiddetini negatif yönde etkilediği sonucuna ulaşılmıştır. Ayrıca sadakatin tüm ağızdan ağıza değişkenlerini pozitif yönde etkilediği sonucuna varılmıştır.

Pandemic Scholars Circle: Deepening Community during Isolation

Pandemic Scholars Circle: Deepening Community during Isolation

The Impact of Customer Incivility on Service Commitment and Turnover Intention

The Impact of Customer Incivility on Service Commitment and Turnover Intention

PENGARUH KEPERCAYAAN KONSUMEN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN MENGGUNAKAN JASA TRANSPORTASI ONLINE GO-JEK PADA MASA PANDEMI COVID-19 (STUDI KASUS PADA PENGGUNA GO-JEK DI KABUPATEN KARAWANG)

This research was conducted with the aim to know the influence of consumer trust and service quality on consumer loyalty using gojek online transportation services during the covid-19 pandemic (a case study on gojek online transportation users in Karawang Regency), either partially or simultaneously. This hold as an associative research using a quantitative approach. The sample selection is non probability sampling with purposive sampling technique, gathering 96 respondents. The data is collected through a questionnaire that has been tested for validity and reliability. The technique of analyzing the data is partial using descriptive data analysis, multiple linear regression analysis, and significant test (Classical Assumption Test, t Test and F Test). The results of this study indicate the probability value (sig) is 0,000 <0,05 simultaneous. This proves that consumer trust and service quality have a significant simultaneous effect on consumer loyalty of gojek online transportation services during the covid-19 pandemic. It is concluded that consumer trust has no significant effect on consumer loyalty with a probability value (sig) of 0,899 > 0,05, while service quality has a significant effect on consumer loyalty with a probability value (sig) of 0,000 < 0,05.

Community pharmacist's perspective regarding patient-centred communication in conjunction with pharmaceutical practice: A cross-sectional survey

Effective communication between pharmacists and patients is essential for therapeutic success. The pharmacist's perspective may differ from that of the patient in terms of effective communication. Our study aimed to assess the communication efficiency in the pharmacist-patient relationship from the pharmacists’ perspective. We hypothesize that the community pharmacist's perspective can lead to relevant aspects of patient-centred communication and their profession. A cross-sectional study was conducted through an online questionnaire addressed to pharmacists. A number of 506 questionnaires were collected, evaluated, analyzed and interpreted. The questionnaire focused on the following main issues: degree of job satisfaction, essential skills of a pharmacist working in a community pharmacy, different aspects of pharmacist-patient communication, shared decision-making, patient monitoring plan and other elements related to a patient under treatment (healthy lifestyle, receptivity to counselling, loyalty and appreciation of pharmaceutical services). The pharmacist's efficiency in communication with the patient and professional education were also targeted in the study. There are no significant differences between job satisfaction in women compared to men. However, the job satisfaction increases with the average age. Caregiver, communicator and life-long learner were identified as essential skills of a pharmacist. Pharmacists participating in the study generally perceive themselves as good communicators with the patient. Nevertheless, many particular aspects of communication with patients can be greatly improved. The lack of training in the spirit of the „patient-centred communication” concept has been identified. Still, more than a third of the respondents are missing the need for professional training. A periodic evaluation of the efficiency of pharmacist-patient communication in the community pharmacy is necessary. The degree of subjectivity of the pharmacist from this perspective and self-sufficiency would be significantly diminished if the pharmacists had access to the results of the periodic evaluations.

Workgroup Inclusion Is Key for Improving Job Satisfaction and Commitment among Human Service Employees of Color

ABSTRACT Workplace inclusion is recommended for improving human service employee job satisfaction and commitment; however, limited research explores how perceptions of inclusion may differ by employee race and ethnicity. This study investigated the relationships between employee perceptions of department and workgroup inclusion with employee job satisfaction and commitment, and whether these perceptions differed by employee race and ethnicity. Data was collected at three time points from a U.S. nonprofit health care organization. Multiple group structural equation modeling results indicated that workgroup inclusion served as a critical focal point for cultivating department inclusion, employee job satisfaction, and workgroup commitment for employees of color.

Student e-learning service quality, satisfaction, commitment and behaviour towards finance courses in COVID-19 pandemic

PurposeThis research investigates the relationship between e-learning service quality dimensions, student e-learning satisfaction, commitment and behaviour towards finance courses in higher education institutes of Pakistan.Design/methodology/approachDue to specific study objectives, the authors gathered sample data of 359 university students who were enrolled in the traditional learning system and shifted to the e-learning environment. The study employed partial least squares-structural equation modelling (PLS-SEM) based approach using Smart PLS version 3.0.FindingsThe results indicated that out of four e-learning service quality dimensions, three dimensions (system quality, course material and instructor quality, information technology (IT) and support service quality) positively impacted student e-learning satisfaction. The other dimension of e-learning service quality (course website quality) showed a positive but insignificant effect on e-learning satisfaction. Additionally, e-learning satisfaction was positively related to e-learning commitment, which, in turn, has a positive and significant influence on student e-learning behaviour towards finance courses.Originality/valueOverall, the study’s findings provide useful policy implications for higher education institutes, particularly in the coronavirus disease 2019 (COVID-19) pandemic.

How to measure service quality, customer satisfaction and loyalty of public library users: Application of library customer satisfaction index (LCSI) lite model

This study develops a simplified Library Customer Satisfaction Index (LCSI Lite) for public libraries. Using data collected from questionnaires administered at four public libraries in South Korea, structural equation modeling was used to measure the scores. The suggested model was confirmed to have good acceptable fit, and that three dimensions of service quality (library personnel, library resources and user services, and facilities and equipment) influenced loyalty via customer satisfaction. After successful factor analysis and reliability testing, three items for library personnel, four for library resources and user services, two for facilities and equipment, two for customer satisfaction, and two for loyalty were analyzed. Means of each item in service quality were over 3.77, and those in satisfaction and loyalty were over 4.00. Direct and indirect effects of the dimensions of service quality were analyzed, with the effect of satisfaction on loyalty. LCSI Lite scores for the libraries as a whole (73.90 out of 100) and for each library were calculated using suggested formula. Finally, research and managerial implications, some recommendations and suggestions for further research, limitations, and conclusions were presented.

The effect of service failure on customer loyalty through customer forgiveness and service recovery as mediation variables

This paper aims to examine more deeply the role of the customer forgiveness and service recovery variables on the relationship between service failure and loyalty. This research uses a go-car service on a gojek as the object of research. Go-car service was chosen because it is one of the services in Go-jek that has received a lot of criticism from its users. The respondents in this research were Go-Car service users who had experienced service failures when using the service. The determination of the number of samples in this research used a purposive sampling technique with a sample of 200 respondents. The method of collecting data is using a questionnaire, the data is analyzed using PLS-SEM.

A Multivariate Model of Ridesharing Service Quality in Bangladesh

Customer Satisfaction and loyalty are critical indicators of the sharing economy’s long-term viability, particularly in developing countries. The main objective of this study is to develop a service quality model applicable in the sharing economy based on the ridesharing service perspective.Through synthesizing existing theories and literature, the dynamics of ridesharing service quality (RSSQUAL) have been conceptualized. To verify the study using thePLS-SEM analysis technique, data have been collected in Dhaka from 210 users of ridesharing services through an online questionnaire survey. This study finds that ridesharing service quality is a second- order model, whereby six primary dimensions including service availability, ease of use, empathy, tangibles, security & privacy, and cost constitute the primary dimensions. The study also finds significant relationships among RSSQUAL, service loyalty and customer satisfaction. Theoretically, this study extends the research of sharing economy through proposing the RSSQUAL model in a new research context. Practically, companies can focus on key quality dimensions to better satisfy the customers. Finally, the viability of sharing economy in the developing countries has been assessed through the determination of customer service loyalty and satisfaction.