PurposeThis study explores the factors responsible for influencing online classes for business school during the COVID-19 pandemic. This study also examines the level of influence of these factors on online classes.Design/methodology/approachPrimary data were collected online from 716 business school students using a questionnaire developed by the researcher. Smart PLS3 software was used to analyze the data.FindingsAttitude, curriculum, motivation, technology and training were found to have an impact on online classes. Three variables (attitude, motivation and training) have a positive impact on online classes, whereas two variables (curriculum and technology) have a negative impact on the online classes. All the factors have been found to be significant except technology which is found to have an insignificant impact (p = 0.356) on online classes.Research limitations/implicationsOnly one university’s students were surveyed.Practical implicationsOutlines the factors which have a positive and significant impact on online classes during COVID-19 pandemic. This study can be generalized through a student's community across the world as the students face similar problems associated with online classes during the COVID-19 pandemic.Social implicationsSuggest factors that can be considered while COVID-19 pandemic during social distancing to make online classes more effective and to reduce the impact of this pandemic.Originality/valueNo study has documented the factors associated to impact the online classes during the COVID-19 pandemic.
Purpose This study aims to explore the factors responsible for influencing the service quality (SQ) of department stores in Albaha region, Saudi Arabia. This study also examines the level of influence on SQ. Design/methodology/approach Primary data was collected from 600 customers out of which 508 questionnaires were included for analysis using retail service quality scale (RSQS). Quota sampling technique was adapted for data collection from different cities of Albaha province. SPSS software was used to analyse the data using multiple linear regression analysis. Findings Three dimensions have a positive significant impact on SQ (physical aspect, problem-solving and reliability), whereas one dimension (personal interactions) has a negative significant influence and one dimension (policy) is found to be a highly insignificant factor. Research limitations/implications Further investigation is required for the negative but significant behaviour of personal interaction and insignificant impact of policy as factors. Practical implications This study outlines the dimensions having positive and significant influence of SQ on the department stores. Social implications This study suggests socially and culturally acceptable methods to improve SQ in Albaha. Originality/value The research suggests that personal interaction has a negative influence on SQ; this deviation of results from the literature may be due to the cultural variances in KSA which needs to be further investigated, as customers in Albaha are not willing to converse and interact with the seller.
Purpose This study aims to examine the factors that lead to loyalty in bank customers. It establishes a relationship of service quality (SQ) with satisfaction and attitude that leads to customer loyalty. The impact of SQ along with satisfaction and attitude on customer loyalty is explored. Design/methodology/approach Primary data was collected from 1,097 customers of the banking service. Structural equation modelling (SEM) and multiple regression analyses was used to analyse the data. The adaption of multiple regression and SEM for the analysis authenticates the similar findings in both the methods of analysis. Findings All the factors contribute to the formation of SQ. There exists a linear relationship of SQ, satisfaction and attitude in the formation of customer loyalty. Research limitations/implications Sample can be more diverse and collected from different cities as well. Similar studies are possible for diverse demographic groups such as gender, age, education and others. Practical implications The results of this study have significant implications for understanding customer loyalty for banks of Saudi Arabia. Originality/value This research attempts to explore the factors responsible for the SQ in banks of Saudi Arabia so as to establish a relationship between SQ, satisfaction, attitude and loyalty.
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