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Article
Publication date: 16 August 2013

Ali Turkyilmaz, Asil Oztekin, Selim Zaim and Omer Fahrettin Demirel

Previous researches have proven that customer satisfaction and loyalty are affected by complicated relationships and are challenging to European customer satisfaction…

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2603

Abstract

Purpose

Previous researches have proven that customer satisfaction and loyalty are affected by complicated relationships and are challenging to European customer satisfaction index (ECSI) model. Existing approaches mostly limit their hypotheses to linear relationships, which hinder much information that would lead to better modeling and understanding the relationship between customer satisfaction and loyalty. The purpose of this paper is to reveal potential nonlinear and interaction effects that might be embedded in antecedents of ECSI by exemplifying it in Turkish telecommunications sector.

Design/methodology/approach

This papar has justified the validity and reliability of the ECSI model implementation in Turk Telekom Company. The path models are tested via conventional structural equation modeling (SEM) and using a novel method, i.e. universal structure modeling with Bayesian neural networks.

Findings

The findings of this study reveal that quality has the most important impact on customer satisfaction. The next important construct was found to be the company image. The relationship between customer expectation and customer satisfaction was revealed to be insignificant. This study reveals the fact that while using the ECSI model more attention must be paid to the consideration of potential nonlinear relationships that might be available among model constructs.

Originality/value

This research presents uniqueness in that it reveals significant nonlinear relationships between the model constructs of the ECSI model. Previous studies have identified purely linear relationships, which may not hold true in reality. However, in this study it is revealed that improving one determinant of customer satisfaction may not be as worthy as it is assumed to be in theory, which refers to a nonlinear relationship.

Details

Industrial Management & Data Systems, vol. 113 no. 7
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 1 February 2016

Jörg Henseler, Geoffrey Hubona and Pauline Ash Ray

Partial least squares (PLS) path modeling is a variance-based structural equation modeling (SEM) technique that is widely applied in business and social sciences. Its…

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46841

Abstract

Purpose

Partial least squares (PLS) path modeling is a variance-based structural equation modeling (SEM) technique that is widely applied in business and social sciences. Its ability to model composites and factors makes it a formidable statistical tool for new technology research. Recent reviews, discussions, and developments have led to substantial changes in the understanding and use of PLS. The paper aims to discuss these issues.

Design/methodology/approach

This paper aggregates new insights and offers a fresh look at PLS path modeling. It presents new developments, such as consistent PLS, confirmatory composite analysis, and the heterotrait-monotrait ratio of correlations.

Findings

PLS path modeling is the method of choice if a SEM contains both factors and composites. Novel tests of exact fit make a confirmatory use of PLS path modeling possible.

Originality/value

This paper provides updated guidelines of how to use PLS and how to report and interpret its results.

Details

Industrial Management & Data Systems, vol. 116 no. 1
Type: Research Article
ISSN: 0263-5577

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Book part
Publication date: 24 November 2010

Edward E. Rigdon, Christian M. Ringle and Marko Sarstedt

Alongside structural equation modeling (SEM), the complementary technique of partial least squares (PLS) path modeling helps researchers understand relations among sets of…

Abstract

Alongside structural equation modeling (SEM), the complementary technique of partial least squares (PLS) path modeling helps researchers understand relations among sets of observed variables. Like SEM, PLS began with an assumption of homogeneity – one population and one model – but has developed techniques for modeling data from heterogeneous populations, consistent with a marketing emphasis on segmentation. Heterogeneity can be expressed through interactions and nonlinear terms. Additionally, researchers can use multiple group analysis and latent class methods. This chapter reviews these techniques for modeling heterogeneous data in PLS, and illustrates key developments in finite mixture modeling in PLS using the SmartPLS 2.0 package.

Details

Review of Marketing Research
Type: Book
ISBN: 978-0-85724-475-8

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Article
Publication date: 29 November 2018

W.M. Wang, J.W. Wang, A.V. Barenji, Zhi Li and Eric Tsui

The purpose of this paper is to propose an automated machine learning (AutoML) and multi-agent system approach to improve overall product delivery satisfaction under…

Abstract

Purpose

The purpose of this paper is to propose an automated machine learning (AutoML) and multi-agent system approach to improve overall product delivery satisfaction under limited resources.

Design/methodology/approach

An AutoML method is purposed to model delivery satisfaction of individual customer, and a heuristic method and multi-agent system are proposed to improve overall satisfaction under limited processing capability. A series of simulation experiments have been conducted to illustrate the effectiveness of the proposed methodology.

Findings

The simulated results show that the proposed method can effectively improve overall delivery satisfaction, especially when the demand of customer orders is highly fluctuating and when the customer satisfaction models are highly diversified.

Practical implications

The proposed framework provides a more dynamic and continuously improving way to model delivery satisfaction of individual customer, thereby supports companies to provide personalized services and develop scalable and flexible business at a lower cost, and ultimately improves the overall quality, efficiency and effectiveness of delivery services.

Originality/value

The proposed methodology utilizes AutoML and multi-agent system to model individual customer delivery satisfaction and improve the overall satisfaction. It can cooperate with the existing delivery resource planning methods to further improve customer delivery satisfaction. The authors propose an AutoML approach to model individual customer delivery satisfaction, which enables continuous update and improvements. The authors propose multi-agent system and a heuristic method to improve overall delivery satisfaction. The numerical results show that the proposed method can improve overall delivery satisfaction with limited processing capability.

Details

Industrial Management & Data Systems, vol. 119 no. 4
Type: Research Article
ISSN: 0263-5577

Keywords

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Article
Publication date: 2 October 2017

Paraskevi Sarantidou

The purpose of this paper is to investigate the role of the retailer’s brand strength as a potential predictor of loyalty. It also examines the role of customer…

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3020

Abstract

Purpose

The purpose of this paper is to investigate the role of the retailer’s brand strength as a potential predictor of loyalty. It also examines the role of customer satisfaction (CS) to the retailer’s loyalty as well as its impact on the retailer’s brand strength.

Design/methodology/approach

The study was conducted in the grocery context and in a market under recession using the European Customer Satisfaction Index (ECSI) model. Data were collected through a telephone survey from 2,000 participants responsible for the household grocery shopping with a quota of 250 respondents from each of the leading grocery retailers in Greece. A formative measurement model was developed and the collected data were analyzed using partial least square path modeling.

Findings

The findings revealed that the strength of the retailer’s brand and CS influence retail loyalty and that brand strength mediate the strength of CS to loyalty. Results also suggested that the expectations and the perceptions toward the retailer’s product offering are the most important drivers of CS and loyalty. Thus, the study has proved the importance of the functional store attributes to CS and loyalty in the grocery store setting.

Originality/value

Research examining the suitability of the ECSI model in the grocery setting and in a market under economic crisis is scarce. This paper addresses these shortcomings by examining a customer loyalty model which incorporates the brand strength construct and investigates the role of brand strength as a potential predictor of loyalty as well as the role of CS in the brand strength and loyalty.

Details

European Journal of Management and Business Economics, vol. 26 no. 3
Type: Research Article
ISSN: 2444-8451

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Article
Publication date: 12 September 2016

Asil Oztekin

The prediction of graduation rates of college students has become increasingly important to colleges and universities across the USA and the world. Graduation rates, also…

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1250

Abstract

Purpose

The prediction of graduation rates of college students has become increasingly important to colleges and universities across the USA and the world. Graduation rates, also referred to as completion rates, directly impact university rankings and represent a measurement of institutional performance and student success. In recent years, there has been a concerted effort by federal and state governments to increase the transparency and accountability of institutions, making “graduation rates” an important and challenging university goal. In line with this, the main purpose of this paper is to propose a hybrid data analytic approach which can be flexibly implemented not only in the USA but also at various colleges across the world which would help predict the graduation status of undergraduate students due to its generic nature. It is also aimed at providing a means of determining and ranking the critical factors of graduation status.

Design/methodology/approach

This study focuses on developing a novel hybrid data analytic approach to predict the degree completion of undergraduate students at a four-year public university in the USA. Via the deployment of the proposed methodology, the data were analyzed using three popular data mining classifications methods (i.e. decision trees, artificial neural networks, and support vector machines) to develop predictive degree completion models. Finally, a sensitivity analysis is performed to identify the relative importance of each predictor factor driving the graduation.

Findings

The sensitivity analysis of the most critical factors in predicting graduation rates is determined to be fall-term grade-point average, housing status (on campus or commuter), and which high school the student attended. The least influential factors of graduation status are ethnicity, whether or not a student had work study, and whether or not a student applied for financial aid. All three data analytic models yielded high accuracies ranging from 71.56 to 77.61 percent, which validates the proposed model.

Originality/value

This study presents uniqueness in that it presents an unbiased means of determining the driving factors of college graduation status with a flexible and powerful hybrid methodology to be implemented at other similar decision-making settings.

Details

Industrial Management & Data Systems, vol. 116 no. 8
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 13 June 2016

Shulin Lan, Hao Zhang, Ray Y. Zhong and G.Q. Huang

As the modern manufacturing twining seamlessly with logistics operations for value adding services, logistics service is becoming more and more significant. Under this…

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2437

Abstract

Purpose

As the modern manufacturing twining seamlessly with logistics operations for value adding services, logistics service is becoming more and more significant. Under this research background, the purpose of this paper is to introduce an innovative evaluation model for customer satisfaction using fuzzy analytic hierarchy process (FAHP).

Design/methodology/approach

This model uses triangular fuzzy concept to determine the weight of each index so that subjective or objective weighting is addressed. A case study from two large express companies in China is used to demonstrate the feasibility and practicality of the proposed model for examining customer satisfaction.

Findings

One of the key findings is that Company B has higher customer satisfaction than Company A due to its quick response and flexible logistics strategy. This paper has several contributions. First, A FAHP-based customer satisfaction evaluation model is proposed for the logistics service. Second, the triangular fuzzy concept is introduced to determine the weight of each index so as to addresses the limitation of subjective or objective weighting method. Third, a case study demonstrates the implementation of the model.

Research limitations/implications

First, this paper considers the fuzzy AHP for the customer satisfaction evaluation. Comparing with other multi-criteria decision-making methods like data envelopment analysis, evidential reasoning approach, and multi-attribute value theory will be carried out in the near future. Second, the manufacturing modes like make-to-order, make-to-stock, and mass-customized production may have different logistics support so that the final products may reach the final targets quickly. How to evaluate various mode-based logistics and their customer satisfactions have great significance. Finally, Big Data-enabled customer satisfaction evaluation approaches may be a possible solution.

Practical implications

Based on the data from questionnaire, it is found that, in practical applications, manufacturing enterprises should amend the index system according to the specific business scope and the production characteristics. Manufacturing enterprises need to collect large amounts of data through market research and conduct the measurement on the related coefficient between the measurement indicators and customer satisfaction degree. After that, they can make sorting and filtering on the measurement index according to the measurement results.

Social implications

Customer satisfaction is very important to manufacturing and logistics enterprises due to its time constraints. The physical products with services like logistics are paid close attention to by the final customers.

Originality/value

The contribution of this paper is as follows: a FAHP-based customer satisfaction evaluation model is proposed for the logistics service; triangular fuzzy concept is introduced to determine the weight of each index so as to addresses the limitation of subjective or objective weighting method; a case study was used to demonstrate the implementation of the model. One of the key findings is that Company B has higher customer satisfaction than Company B due to its quick response and flexible logistics strategy.

Details

Industrial Management & Data Systems, vol. 116 no. 5
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 1 April 2003

Georgios I. Zekos

Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination…

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55561

Abstract

Aim of the present monograph is the economic analysis of the role of MNEs regarding globalisation and digital economy and in parallel there is a reference and examination of some legal aspects concerning MNEs, cyberspace and e‐commerce as the means of expression of the digital economy. The whole effort of the author is focused on the examination of various aspects of MNEs and their impact upon globalisation and vice versa and how and if we are moving towards a global digital economy.

Details

Managerial Law, vol. 45 no. 1/2
Type: Research Article
ISSN: 0309-0558

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Article
Publication date: 24 September 2018

Mahsa Amini and Mitra Pashootanizadeh

The purpose of this paper is to assess the satisfaction of teenagers who are suffering from or are exposed to social damages of children and young adults’ publications in Iran.

Abstract

Purpose

The purpose of this paper is to assess the satisfaction of teenagers who are suffering from or are exposed to social damages of children and young adults’ publications in Iran.

Design/methodology/approach

A descriptive surveys approach with practical purposes is applied here. The tools used in this study include two researcher-made questionnaires. Two sets of participants constitute the statistical populations: 120 and 50 teenagers who were affected by or are at the risk of social damages. Data collection from the first set was through census, while the same from the second set is through the disproportionate stratified random sampling method. Another statistical population is the group of premier children publishers during 2006-2016.

Findings

The teenagers’ satisfaction mainly is involved with: perceived quality, expectations and perceived value. “Music” and “Recreational and performing arts”, internet-based resources, “Electronic materials” and “Real stories” are ranked as having the highest mean value in information needs, formats and literacy genre among teenagers, respectively. The findings here indicate that the teenagers participated are satisfied with children publications to a great extent.

Originality/value

This is the first research which used the CSI Model for assessing the satisfaction of teenagers at risk and vulnerable to social damages.

Details

Collection and Curation, vol. 38 no. 1
Type: Research Article
ISSN: 0160-4953

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Article
Publication date: 4 January 2017

Karlos A. Artto, Hans Georg Gemünden, Derek Walker and Pirjo Peippo-Lavikka

Many literature reviews on project management (PM) research are limited to studies published only in PM journals but some reviews do expand their analysis on PM research…

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1355

Abstract

Purpose

Many literature reviews on project management (PM) research are limited to studies published only in PM journals but some reviews do expand their analysis on PM research published also in journals belonging to the management studies field. However, the authors found no previous literature reviews comparing the PM content in different sectors outside the management studies field. Therefore, the analysis and findings of PM content derived from the sector-specific engineering and technology-focused journals are new. The paper aims to discuss this issue.

Design/methodology/approach

The authors analyze PM content in nine different sectors, where each sector and its inherent research is connected to specific engineering, technological, or industry-related disciplines. The authors conduct an evidence-informed literature review on PM knowledge in the distinct literatures of these nine sectors. The period of analysis is 24 years from 1986-2009. The authors discuss potential consequences of the findings’ sector-specificity for future PM domain development.

Findings

The perspective on different origins of PM leads to a meta-level PM concept covering several different PM domains, each with its own sector specific and separated development path.

Research limitations/implications

The literature analysis purposefully excluded PM journals and management studies, and the authors focused only on sector-specific engineering and technology-focused journals that represent knowledge and wisdom of different PM contents in nine sectors.

Practical implications

The findings have significant potential to contribute to scholarly discussion on the development of a universal PM theory. For applicability across sectors, the authors suggest a modular PM theory with different sector-specific modules for knowledge, concepts, and underlying assumptions.

Originality/value

Currently, this discussion has been mainly focused on theorizing concepts and approaches in management studies only. This study expands the understanding to engineering and technology-focused journals across nine industry sectors/domains.

Details

International Journal of Managing Projects in Business, vol. 10 no. 1
Type: Research Article
ISSN: 1753-8378

Keywords

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