Analysis of the loyalty and intention to return of the university student: Challenges of educational management in a crisis context.

Millones-Liza, Dany Yudet; García-Salirrosas, Elizabeth Emperatriz

doi:10.1145/3481127.3481193

Cited by 10 publications

(3 citation statements)

References 7 publications

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“…This highlights the critical role of employee empowerment in delivering effective service recovery, thereby influencing NPS outcomes positively. Additionally, a study by Yudet et al (2021) examined the influence of personalized service recovery strategies on NPS in the educational sector, they found that implementing personalized service recovery approaches tailored to individual student need significantly improved NPS scores. This suggests that customized recovery efforts contribute positively to customer perceptions and loyalty.…”

Section: Empirical Reviewmentioning

confidence: 99%

Service Recovery and Net Promoter Score in the Transportation Sector of Nigeria

Dr. AMAWHE Peter Egwainiovo,

OLUFOLAHAN Omayeli Mary

2024

Int. j. manag. entrep. res

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Customer satisfaction and loyalty stand as pivotal determinants of organizational success in the evolving sector of transportation. This study explores the intricate relationship between Service recovery effectiveness and Net Promoter Score (NPS) within the transportation sector, focusing on selected transport companies in Niger Delta region of Nigeria. Through a mixed-methods approach and a sample size of 400 participants, the research identifies key factors influencing customer satisfaction and loyalty in Service recovery scenarios. Findings reveal a significant positive correlation between perceived Service recovery effectiveness and NPS, aligning with the Service Recovery Paradox theory, a Negative NPS score was also observed, indicating improvement on key factors highlighted by factor analysis. This study contributes valuable insights into enhancing service delivery, fostering customer loyalty, and driving organizational growth within the transportation sector. Keywords: Service recovery, Net Promoter Score (NPS), Transportation sector, Customer satisfaction, Service quality.

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Section: Empirical Reviewmentioning

confidence: 99%

Service Recovery and Net Promoter Score in the Transportation Sector of Nigeria

Dr. AMAWHE Peter Egwainiovo,

OLUFOLAHAN Omayeli Mary

2024

Int. j. manag. entrep. res

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“…Although, the theories of management have solved business problems (Choi et al, 2017;Petrov & Petrov, 2021;So et al, 2012), few studies have focused on to give a notion of how you deal with times of uncertainty as a business opportunity (Athanasopoulou & De Reuver, 2020); that is to say, the administrative models, have been fruitless for many SMES, who after periods of great success, they have failed and fallen in problems with short-term and economic uncertainty as the crossed world as a result of the pandemic COVID-19 (Cohen, 2020;Million Liza & García-Salirrosas, 2021;Pandey et al, 2021;Weking et al, 2020;Yudet Millones-Liza & Emperatriz García-Salirrosas, 2021) away investment, production and employment creation; in spite of this, the unforeseen situations cause repercussions that lead to the crisis business (Barreto & María, 2021), are the great economic enterprises such as industry, commerce, services (hospitals and universities), small businesses, political associations, social movements, the state apparatus, etc., with recognized technical capabilities and productive that they recognized that the application of good practices of corporate management ensures the sustainability and profitability, both economic and financial even when these have to confront situations rapidly changing and competitive (Gonzales-Miranda & Red 2020).…”

Section: Introductionmentioning

confidence: 99%

Model of Business Management Based on the Theories of Management Thinking of the Mypes

Bejarano-Auqui

2024

Acad. J. Interdiscip. Stud.

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Business management is a characteristic trait of entrepreneurs; under this premise, the study's objective was to design a business management model based on the management thinking theory. The methodology used in the research corresponds to a quantitative and explanatory study; 101 entrepreneurs were studied using questionnaires. The results evidenced that business management practices have a positive and significant influence (?1 = 0.1324; p < 0.001) on Gci; business management practices have a positive and significant influence (?2 = 0.9782; p < 0.001) on Gv; business management practices have a positive and significant influence (?3 = 0. 3453; p < 0.001) on Ge; business management practices having a positive and significant influence (?4 = 0.2364; p < 0.001) on Gf; and business management practices having a positive and significant influence (?5 = 0.3220; p < 0.001) on Td. It is concluded that the feasibility of the GE model is crucial for the economic performance of MSEs because it combines the productive factors to undertake and innovate a production with greater human value and a greater opportunity to motivate entrepreneurs to become promoters of changes in their economic and social environments at the expense of the mechanism of managerial thinking. Received: 21 August 2023 / Accepted: 16 December 2023 / Published: 5 January 2024

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“…The arrival of the COVID-19 pandemic interrupted face-to-face activities around the world, making technology the main channel of interaction in different human activities. The technology has been adopted by various organizations in all commercial environments, telecommuting, and education and has also been adopted in everyday activities such as online shopping [1,2]. Embracing these digital channels requires an evolution towards multi-channel and omni-channel retail business models, where physical and digital channels (phygital experience) are integrated and managed simultaneously [3].…”

Section: Introductionmentioning

confidence: 99%

e-RetailTest: Scale to Assess the Attitude of Consumers towards E-Commerce in the Retail Sector

et al. 2023

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Changes in consumer behavior are driven by tastes and preferences that change over time as their socioeconomic conditions change. The objective of this study was to validate the psychometric characteristics of the e-RetailTest scale, created to measure consumer attitudes towards online shopping in developing countries, particularly in the Peruvian market. The e-RetailTest evaluates five variables present in the online purchase process: (a) quality of web design, (b) risk when making a purchase, (c) customer service, (d) security and (e) satisfaction, with a total of twenty items using a Likert scale. A total of 422 valid responses were collected from Peruvian consumers who had had online shopping experience in the retail sector. Statistically, we worked with the AFE exploratory factor analysis and the AFC confirmatory factor analysis. The results suggest that this first version of the e-RetailTest presents adequate psychometric evidence to measure the attitude of consumers towards online purchases in the retail sector in the Peruvian market. Thus, it seeks to contribute to the advancement of the study of these important variables of Latin American consumer behavior.

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Analysis of the loyalty and intention to return of the university student: Challenges of educational management in a crisis context.

Cited by 10 publications

References 7 publications

Service Recovery and Net Promoter Score in the Transportation Sector of Nigeria

Service Recovery and Net Promoter Score in the Transportation Sector of Nigeria

Model of Business Management Based on the Theories of Management Thinking of the Mypes

e-RetailTest: Scale to Assess the Attitude of Consumers towards E-Commerce in the Retail Sector

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