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Article
Publication date: 8 January 2018

Parves Sultan, Ho Yin Wong and Marianna Sigala

The purpose of this paper is to segment the Australian organic food consumer market.

Abstract

Purpose

The purpose of this paper is to segment the Australian organic food consumer market.

Design/methodology/approach

A nationwide online survey was conducted for collecting data about the Australian organic food consumer market. Various statistical techniques were used for analyzing the data and identifying market segments.

Findings

The key market segmentation variables that significantly characterize the Australian organic food consumer market include age, income, education, metro/city-vs-rural/region, purchase frequency, weekly expenditure, consumption period, retail outlets, perceived values, self-image, and perceptions about organic foods.

Originality/value

Australia, like many other countries, is an emerging market for the organically produced and marketed food products. The current review unfolds the fact that there are limited studies in market segmentation, and no study in the Australian context, in particular. The current paper contributes to the organic food market segmentation literature and provides several implications for market segmentation strategy.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 30 no. 1
Type: Research Article
ISSN: 1355-5855

Keywords

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Article
Publication date: 3 April 2018

Muhammad Anees-ur-Rehman, Ho Yin Wong, Parves Sultan and Bill Merrilees

This study aims to examine the relationship between brand orientation and financial performance in business-to-business (B2B) small- and medium-sized enterprises (SMEs)…

Abstract

Purpose

This study aims to examine the relationship between brand orientation and financial performance in business-to-business (B2B) small- and medium-sized enterprises (SMEs). It examines the impact of brand-oriented strategy on financial performance through four branding constructs, namely, internal branding, brand communication, brand awareness and brand credibility.

Design/methodology/approach

A questionnaire-based survey was conducted to collect data from 250 Finnish B2B SMEs. Confirmatory factor analysis was performed to examine the validity of the constructs, whereas structural equation modeling was used to test proposed hypotheses of the study.

Findings

The results suggest that brand orientation improves the effectiveness of brand communication and internal branding in building brand awareness and credibility. Brand awareness emphasizes an external route through brand communication, whereas brand credibility emphasizes an internal route through internal branding. Brand awareness has a positive impact on brand credibility, and brand credibility has a positive impact on financial performance, highlighting the importance of both brand performance components for financial performance.

Originality/value

This study addresses the research gap in the B2B branding literature regarding the role of branding in enhancing financial performance. The results suggest that brand-oriented strategy can contribute to financial performance through brand awareness and brand credibility in the context of B2B SMEs.

Details

Journal of Business & Industrial Marketing, vol. 33 no. 3
Type: Research Article
ISSN: 0885-8624

Keywords

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Article
Publication date: 3 April 2017

Akram Al-jazzazi and Parves Sultan

The purpose of this paper is to assess differences in banking service quality (BSQ) perceptions across demographic subgroups of Islamic and conventional Jordanian banking…

Abstract

Purpose

The purpose of this paper is to assess differences in banking service quality (BSQ) perceptions across demographic subgroups of Islamic and conventional Jordanian banking consumers.

Design/methodology/approach

Data are collected using surveys. The survey contains items for three different measures of overall BSQ perceptions. The researchers mailed surveys to a random sample of 2,000 banking customers in Jordan. Responses to questionnaire items measuring respondents’ BSQ perceptions were analysed using one-way analysis of variance with Tukey’s honest significant difference post hoc tests to assess subgroup differences in six demographic variables: gender, age, occupation, income, education, and religion.

Findings

BSQ perceptions are significantly different in four of the six demographic variables. Age and education do not impact on BSQ perceptions.

Research limitations/implications

The findings indicate demographic effects on Jordanian banking consumers’ perceived BSQ. Study limitations include demographic subgroup underrepresentation and survey structure. Future research should obtain a more representative sample for better generalisability.

Practical implications

The findings suggest that Jordanian banks should structure their services to best accommodate their customers’ demographics. In addition, banks can use the findings to guide the development of demographic-driven marketing to target and attract customers efficiently.

Originality/value

This study is the first to investigate demographic differences in the perceived service quality of Jordan’s Islamic and conventional banking customers. The findings can contribute to future research on BSQ, and guide Jordan’s banking management towards more effective marketing and service provision.

Details

International Journal of Bank Marketing, vol. 35 no. 2
Type: Research Article
ISSN: 0265-2323

Keywords

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Article
Publication date: 2 September 2014

Parves Sultan and Ho Yin Wong

The purpose of this paper is to develop and test an integrated-process model/an index model by incorporating the antecedents and consequences of service quality in a…

Abstract

Purpose

The purpose of this paper is to develop and test an integrated-process model/an index model by incorporating the antecedents and consequences of service quality in a higher education context.

Design/methodology/approach

This research employed both qualitative and quantitative research methods. The data from three focus groups, conducted at an Australian University, generated key themes and their interrelationships. The theoretical model was then tested using the structural equation modelling (SEM) technique on a sample of 528 University students.

Findings

The findings show that information (or marketing communications) and past experience are the antecedents of perceived service quality (PSQ). PSQ is a second order construct and has three dimensions: academic, administrative and facilities. The consequences of PSQ include trust, satisfaction, university-brand (UniBrand) performance and behavioural intentions. Overall, the results suggest a good validity of the model, and the nine path coefficients are found statistically significant.

Originality/value

The model explains how service quality is formed, and how PSQ affects UniBrand and positive behavioural intentions overtime. This paper develops and validates three new constructs including information, past experience and UniBrand performance. In addition, it improves and validates other constructs including service quality, satisfaction, trust and behavioural intention. The paper also advances service quality literature and validates five hypothesised relationships between constructs that are relatively new in the service quality literature. Finally, this study validates a comprehensive three-tiered “integrated-process” model/an index model that includes antecedents, dimensions and consequences of service quality taking a University as a case. Universities aiming for a sustainable presence in a competitive global market and intending to enhance brand performance and attract and retain students are encouraged to consider this model and its implications.

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Article
Publication date: 25 January 2013

Parves Sultan and Ho Yin Wong

The purpose of the paper is to report on the perception of students in regard to critical antecedents, dimensions and consequences of service quality with an aim to…

Abstract

Purpose

The purpose of the paper is to report on the perception of students in regard to critical antecedents, dimensions and consequences of service quality with an aim to develop a theoretical model in the context of a university in Australia.

Design/methodology/approach

This research used focus group discussions with 19 students who had been studying in undergraduate and postgraduate level programs at an Australian university.

Findings

The findings show that the critical antecedents to perceived service quality are information and past experience. There are three aspects of perceived service quality, namely, academic, administrative and facilities. Student satisfaction and student trust are found to have direct and positive relationships with perceived service quality as consequences; and brand performance and behavioural intention are found to have indirect relationships with perceived service quality mediated through satisfaction and trust.

Originality/value

This paper found three separate themes and their relationships with service quality in the context of a university. These themes are: information, past experience and brand performance. Perceived service quality was found playing an important role in this theoretical model. The model provides a good explanation of university brand performance and students' behavioural intentions.

Details

Quality Assurance in Education, vol. 21 no. 1
Type: Research Article
ISSN: 0968-4883

Keywords

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Article
Publication date: 2 November 2012

Parves Sultan and Ho Yin Wong

The aim of this study is to develop and empirically test an integrated model incorporating the antecedents and consequences of service quality in a higher education context.

Abstract

Purpose

The aim of this study is to develop and empirically test an integrated model incorporating the antecedents and consequences of service quality in a higher education context.

Design/methodology/approach

This research employed both qualitative and quantitative research methods. The data from three focus groups, conducted at the Central Queensland University (CQU), Rockhampton, Australia, generated key themes and their interrelationships. The theoretical model was then tested using structural equation modelling technique on a sample of 528 university students.

Findings

The findings show that information (marketing communications) is more statistically significant than past experience as the antecedents of service quality. The consequences of service quality are composed of trust, satisfaction, and image. Overall, the results suggest a good validity of the theoretical model and the key paths in the model are found statistically significant, except past experience affecting service quality.

Originality/value

The model provides a good explanation of a university brand image, and perceived service quality was found playing an important role in this model. Universities intending to enhance their image are encouraged to consider focusing their efforts on marketing communication information, service quality, student satisfaction and trust.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 24 no. 5
Type: Research Article
ISSN: 1355-5855

Keywords

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Article
Publication date: 27 April 2010

Parves Sultan and Ho Wong

This paper aims to develop and empirically test the performance‐based higher education service quality model.

Abstract

Purpose

This paper aims to develop and empirically test the performance‐based higher education service quality model.

Design/methodology/approach

The study develops 67‐item instrument for measuring performance‐based service quality with a particular focus on the higher education sector. Scale reliability is confirmed using the Cronbach's alpha. The principle component analysis followed by a Varimax method is used to extract the factor loadings.

Findings

The results are satisfactory in terms of factor analysis, reliability and validity tests. Based on the overall loaded items, the eight dimensions are named. They are dependability, effectiveness, capability, efficiency, competencies, assurance, unusual situation management, and semester and syllabus.

Research limitations/implications

Although the empirical results are significant, a comparative study can identify relative strengths of this model.

Practical implications

This study underlines some critical dimensions and related attributes on which the higher institutions should concentrate their efforts to improve quality.

Originality/value

This study is worth doing because it takes samples from international students studying at Japanese universities. This study also attempts to develop a comprehensive approach for scale development in measuring service quality for higher education institutes.

Details

Quality Assurance in Education, vol. 18 no. 2
Type: Research Article
ISSN: 0968-4883

Keywords

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Article
Publication date: 30 September 2014

Akram Mahmoud Al-jazzazi and Parves Sultan

The purpose of this paper is to review some of the key studies that are published in the last three decades on banking service quality with particular attention to the…

Abstract

Purpose

The purpose of this paper is to review some of the key studies that are published in the last three decades on banking service quality with particular attention to the Middle Eastern countries, and provide some future research directions.

Design/methodology/approach

Literature review.

Findings

The review generated 11 research questions related to Islamic and conventional banking services in the Middle Eastern countries.

Research limitations/implications

This paper reviews leading, current studies on conventional and Islamic banking in the Middle East, and provides future research directions for scholars and practitioners alike. Future research should address each of the research questions as identified in this paper with empirical data/evidence.

Practical implications

This paper reviews leading, current studies on conventional and Islamic banking in the Middle East and provides future directions of research for scholars and practitioners alike. Future research should address each of the research questions the authors identify with empirical data and scientific evidence.

Originality/value

This paper would be useful for guiding the development and resolution of researchers’ and practitioners’ research questions and could help to strengthen the banking industry in Middle Eastern countries.

Details

International Journal of Bank Marketing, vol. 32 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

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Article
Publication date: 6 July 2010

Parves Sultan and Ho Yin Wong

The purpose of this paper is to explore the critical research issues in terms of service quality in higher education.

Abstract

Purpose

The purpose of this paper is to explore the critical research issues in terms of service quality in higher education.

Design/methodology/approach

The paper critically examines a number of leading studies in satisfaction, service quality, and higher education.

Findings

The paper finds five critical research agenda in the field of service quality in higher education sector.

Research limitations/implications

The paper shows the research gaps of service quality in higher education through a review of literature. Future research should empirically address those gaps.

Practical implications

The growth of service quality literature started with commercial enterprises. Later, it is expanded in the management and marketing of higher education sector. Measuring and modeling service quality in higher education is new. The paper shows the nature and future directions of service quality research in higher education.

Originality/value

The research issues developed for this paper are relevant to antecedents, dimensions and consequences of service quality in the context of higher education.

Details

International Journal of Quality and Service Sciences, vol. 2 no. 2
Type: Research Article
ISSN: 1756-669X

Keywords

Content available
Article
Publication date: 7 January 2014

Abstract

Details

Asia Pacific Journal of Marketing and Logistics, vol. 26 no. 1
Type: Research Article
ISSN: 1355-5855

Keywords

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