Management
Nurhizam Safie Mohd Satar; Omkar Dastane; Azizan H Morshidi
Abstract
An ample of studies have recently been conducted to explore and analyze the predictors of students’ e-learning satisfaction (ELS) during the COVID 19 pandemic lockdown. However, research is scarce on investigating mediating roles of key aspects, such as students’ learning stress (SLS) and ...
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An ample of studies have recently been conducted to explore and analyze the predictors of students’ e-learning satisfaction (ELS) during the COVID 19 pandemic lockdown. However, research is scarce on investigating mediating roles of key aspects, such as students’ learning stress (SLS) and students’ willingness to learn (SWL). This research intends to investigate mediating effect of SLS and SWL in relationships among selected IT characteristics factors and ELS during lockdown enforced to curb the COVID 19 pandemic. Selected factors of IT characteristics are IT complexity, IT pace change and IT presenteeism. The data was collected through online questionnaire survey on 470 students in Malaysia selected by employing the convenience sampling during the Movement Control Order period when universities and colleges shifted to online learning platforms. The data was then subjected purification, assessment of normality and reliability. Thereafter, confirmatory factor analysis and validity assessment were conducted. Finally, hypotheses were tested by formulating structural equation model using IBM SPSS AMOS 24.0. The mediation effects were tested by developing parallel mediation structural model. The findings show that SLS fully mediates relationship between IT pace change and ELS. Students’ willingness to study fully mediates relationships between IT presenteeism and IT pace change with ELS.
Hema Raviadaran; Omkar Dastane; Muhamad Yusnorizam Ma’arif; Nurhizam Safie Mohd Satar
Volume 6, Issue 10 , October 2019, , Pages 709-730
Abstract
Banking, a demand-driven industry is vastly growing to date by consistently expanding its client network via internet banking. The rendered service quality by banks has nevertheless been the essential tool for attracting prospective customers. Although, impact of service quality on satisfaction and patronage ...
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Banking, a demand-driven industry is vastly growing to date by consistently expanding its client network via internet banking. The rendered service quality by banks has nevertheless been the essential tool for attracting prospective customers. Although, impact of service quality on satisfaction and patronage is well researched, investigating the same for internet banking and in Malaysian context is a definite research gap. This study is conducted to see the impact of service quality on the adoption of internet banking and then to identify if the service quality dimensions of reliability, responsiveness, communication, access and security leads to customer satisfaction and subsequently leads to patronage in Malaysia. The data is gathered from 202 bank customers using judgmental sampling through two sets of questionnaires viz. User of Internet Banking and Non-User of Internet Banking. Based on the determined results produced using SPSS 20 indications were obtained that the customers place great emphasis towards the service quality dimension of security and accessibility of internet banking respectively. The service quality has been found to significantly influence the adoption of internet banking in Malaysia. Service quality aspects, specially access and security, impact satisfaction and satisfaction impacts patronage, therefore, in accelerating the adoption rate, the banks should further enhance their offering in internet banking and concurrently provide a more efficient and easy to user interface.
Omkar Dastane; Muhammad Ifwan Bin Md Jalal; Karthik Selvaraj
Volume 5, Issue 12 , December 2018, , Pages 923-954
Abstract
The research goal is to fill the current research gap by determining the service factors that influence M-commerce Apps customer satisfaction and loyalty in Malaysia by adopting e-service quality (e-SQ) model and relationship quality theories in the context of mobile commerce apps. A framework proposed ...
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The research goal is to fill the current research gap by determining the service factors that influence M-commerce Apps customer satisfaction and loyalty in Malaysia by adopting e-service quality (e-SQ) model and relationship quality theories in the context of mobile commerce apps. A framework proposed by Zeithaml, et al., (2005) for e-service quality (e-SQ) and its extension is used to study the influence of service quality on customer satisfaction and loyalty in the context of M-commerce. The data is collected through administered online survey with sample of 152 respondent selected using convenience sampling in order to test the hypotheses of the proposed framework model. Confirmatory factor analysis (CFA), Structural Equation Modelling (SEM) as well as path analysis is carried out using AMOS 22. The results of this study show that, out of all service quality elements, only fulfilment has the highest significant influence on customer satisfaction, while privacy has the highest significant impact on customer loyalty. This also mean, adopting e-SQ model as it is for mobile businesses can be erroneous. This research is useful and has important implication for marketers, businesses that are looking to improve M-Commerce by understanding customer satisfaction and customer loyalty in relation with e-SQ among Malaysian working professionals. Academically, it uncovers need to investigate service quality factors specifically for mobile businesses.
Omkar Dastane; Intan Fazlin
Volume 4, Issue 4 , April 2017, , Pages 379-400
Abstract
It is an undisputed fact that the cost of Customer Retention is far lesser than that of acquiring fresh ones. Customer satisfaction is undoubtedly one of the strong factors ensuring customer retention. Several researches have been done in the past to identify factors influencing customer satisfaction ...
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It is an undisputed fact that the cost of Customer Retention is far lesser than that of acquiring fresh ones. Customer satisfaction is undoubtedly one of the strong factors ensuring customer retention. Several researches have been done in the past to identify factors influencing customer satisfaction and in turn leading to customer retention. With changing perceptions, preferences and markets, we find a need to reinvestigate what are the key factors of customer satisfaction affecting customer retention in Malaysian fast food industry. Product quality, service quality, prices, facility and emotional factor are selected as factors of customer satisfaction (independent variables) based on extensive literature review. The research uses primary data collected from 180 Malaysian fast food customers using a multi-factor questionnaire with a Likert-scale from 1 to 5. To ensure reliability and validity the questionnaire was checked by Cronbach’s Alpha and principal components analysis was carried out. Correlation and regression analysis is conducted using SPSS 21 to identify influence and impact of selected factors on customer retention. Descriptive statistics show that the most significant key factor of customer satisfaction is emotional factor followed by store facility, service quality and prices and the lease poor is product quality. Emotional factor and facility plays important role in customer satisfaction that ensures customer retention in Malaysian fast food industry.