This present research investigates the role of e-service quality and customer satisfaction in loyalty creation among Ghanaian online consumers. 403 sample data were collected from Ghanaian consumers who shop on an online shopping platform. The findings indicate three dimensions of e-service quality; reliability, product selection, and customer service are key determinants of customer satisfaction, in addition to customer satisfaction also being a key determinant of loyalty. Nevertheless, reliability, product selection, customer service, and delivery service had no direct influence on loyalty. The mediation role of customer satisfaction, the study implications, as well as limitations are all presented.
Work stress and uncivil behaviors have their side effects socially, physically, and mentally on employees and thus hinders the performance and growth of the individual and the organization as a whole. Nevertheless, over the past years, there have been numerous theoretical and practical studies devoted to stress reduction and how it affects job performance and turnover intention. The present study ob-jective is to examine the influence of job stress on employee job per-formance and turnover intention in the Ghanaian hospitality industry. We tested the research hypothesis using a total of 367 working adults and completed the questionnaire on the level of job stress impact on workplace incivility, job performance, and turnover intention. Results indicated that emotional exhaustion (EE) was found to have a positive significant relationship to job performance (JP). Job Stress (JS) was found to have a significant negative relationship to job performance but a positive relationship to turnover intention and workplace incivility. Al-so, the relationship between workplace incivility (WI) and Turnover In-tention (TI) has shown to be positive and significant whiles workplace incivility did not have any significant relationship with job performance. Managers should set informal standards for ideal workplace behaviors and encourage employees to choose ways to cope with work stress to improve job performance. This study provides novel insights for job stress and developing effective employee strategies in curtailing work-place incivility and turnover intention.
Customer retention and satisfaction are the most important objectives and indicators of a company's success in today's world, and monitoring them is one of the most important management jobs. The modified SERVQUAL model was used to examine service quality and its impact on customer satisfaction and retention in the Ghanaian shipping industry. The study used a quantitative research approach and a non-probability sampling method. The demographic data was evaluated using frequencies and percentages, while the measurement and structural model were evaluated using Partial Least Square in Smart PLS 3.2.9. Assurance and responsiveness both have a detrimental influence on customer satisfaction. Customer satisfaction has also been demonstrated to influence customer retention. Empathy, reliability, and tangibility were shown to have a beneficial impact on customer satisfaction. Customer satisfaction was unaffected by the delivery service's quality or the personnel's competence. The study adds to the body of knowledge on customer service quality, as well as customer satisfaction (CS) and customer retention (CR). Examining the many parts of the SERVQUAL model and their impact on CS and CR is critical for the establishment of an effective organization, especially in the shipping sector, as this study illustrates the main variables.
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