Competition policy for technological innovation in an era of knowledge-based economy

Hsu, G. J. Y.; Lin, Yu‐Li; Wei, Zhengyi

doi:10.1016/j.knosys.2008.03.043

Cited by 26 publications

(14 citation statements)

References 4 publications

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“…Dissatisfaction occurs when expectations are greater than performance and perceived quality is less than satisfactory (Parasuraman et al, 1985). Customer satisfaction can mediate the relationship between perceived quality and customer loyalty (Hsu et al, 2008).…”

Section: Hypothesis Developmentmentioning

confidence: 99%

“…On one hand, acquiring customers on the internet may be costly, however, the potential for profits are considerable if customers repeatedly purchase from the firm (Reichheld and Schefter, 2000;Hsu et al, 2008). As discussed, online systems increase 16 IJEM 28,1 competition for service providers, since just few clicks may let the customers leave web sites (Anderson and Swaminathan, 2011).…”

Section: Introductionmentioning

confidence: 99%

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The antecedents of student loyalty in online programs

Dehghan

Dugger

Dobrzykowski

et al. 2014

International Journal of Educational Management

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2011),"Relationships among customer loyalty programs, service quality, relationship quality and loyalty: An empirical study", Chinese Management Studies, Vol. 5 Iss 2 pp. 194-206 http://dx.If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -In this paper, a model of student loyalty with graduate online programs utilizing relationship marketing theory elements was developed. The relationships between service quality, commitment and satisfaction, reputation and ultimately loyalty were explored. The purpose of this paper is to investigate the relationships between factors that may lead to customer loyalty in online educational organizations. Design/methodology/approach -Case study/quantitative methods were used. Findings -This research assessed customer loyalty intentions by examining the service quality, commitment, satisfaction, and reputation of online students in master's level online programs. Originality value -The relationship between service quality, commitment, satisfaction, reputation, and loyalty have not been adequately investigated in online master's programs.

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Section: Hypothesis Developmentmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

The antecedents of student loyalty in online programs

Dehghan

Dugger

Dobrzykowski

et al. 2014

International Journal of Educational Management

View full text Add to dashboard Cite

show abstract

“…[23]. The competitive edge comes from the capabilities of identifying opportunities and problems, improving efficiency, and planing ahead.…”

Section: Discussionmentioning

confidence: 99%

Analysis on repeat-buying patterns

Chiang

Wang

Chen

2010

Knowledge-Based Systems

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“…Ketidakpuasan terjadi ketika ekspektasi lebih besar dari kinerja dan kualitas yang dirasakan kurang memuaskan (Parasuraman et al 1985). Kepuasan pelanggan dapat memediasi hubungan antara persepsi kualitas dan loyalitas pelanggan (Hsu et al 2008).…”

Section: Pendahuluanunclassified

Pengaruh Faktor-Faktor Pembentuk Loyalitas Mahasiswa Universitas Terbuka

Ayuni

Mulyana

2016

Jurnal Manajemen dan Organisasi

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Currently the learning system based on Information and Communication Technology (ICT) has been growing. The Open University (UT) has been using e-learning in the provision of learning support services. Online tutorials (Tuton) is one form of e-learning provided UT. Since the registration period of 2013.1-2014.2, the number of courses offered in Tuton increased by 11% and participants also increased by 52%. Although Tuton has been growing rapidly, the total number of students has declined from the registration period of 2013.1 to 2015.1. Such a decrease can be justified as an indicator of lack of loyalty or retention of students. The main objective of this study is to test the relationship between the antecedents of loyalty, service quality, commitment, satisfaction, and reputation. The study population comes from four faculties and one graduate program. Nonprobability method of sampling with judgmental sampling technique is used in this study. The minimum required sample size is 200 respondents. Survey data collection is conducted by inviting respondents by email to fill out a questionnaire online in google site. Then the data were analyzed both descriptively and quantitatively using descriptive analysis and Structural Equation Modeling (SEM). Results of hypothesis testing showed that 6 of 7 hypothesis were accepted with significant results. These sixth hypothesis are1) the influence of the quality of services to satisfaction; 2) the effect of the reputation on the quality of services; 3) the effect of commitment to student satisfaction; 4) the effect of satisfaction on reputation; 5) the effect of satisfaction on loyalty; and 6) the effect of reputation on loyalty. As for the rejected hypothesis is the effect of reputation on commitment.Keywords : loyalty, quality of service, commitment, satisfaction, reputation

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Competition policy for technological innovation in an era of knowledge-based economy

Cited by 26 publications

References 4 publications

The antecedents of student loyalty in online programs

The antecedents of student loyalty in online programs

Analysis on repeat-buying patterns

Pengaruh Faktor-Faktor Pembentuk Loyalitas Mahasiswa Universitas Terbuka

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