Members’ Participation in Service Co-Creation: The Mediating Effect of Satisfaction towards Loyalty

Yacob, Yusman; Kasuma, Jati; Hii, Joseph Wee-Siong; Lim, Xin‐Jean

doi:10.14707/ajbr.180047

Cited by 2 publications

(1 citation statement)

References 59 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Cooperative-member relationship is highly substantial for cooperatives to pursue their activities successfully and effectively. In this respect, cooperative-member relations have been examined in terms of cooperative types in many regions in Turkey and the other countries in the literature for many years (Özdemir, 2005;Österberg and Nilsson, 2009;Barraud-Didier et al, 2012;Sahin et al, 2013;Cechin et al, 2013;Msimango and Oladele, 2013;Alçiçek, 2016;Yacob et al, 2018).…”

Section: Introductionmentioning

confidence: 99%

The Relationship Between Members’ Participation and Organizational Trust in Cooperative Firms: A Case of Dairy Cooperatives in Izmir Province/Turkey

Kinikli¹,

Yercan²

2023

New Medit

View full text Add to dashboard Cite

Relationship between cooperative-member is very important for cooperatives to continue their activities successfully and effectively. Effective management of cooperative depends on participation of members in the process of cooperative management. The desire to participate in the management varies according to person to person. The main purpose of this study is to determine members’ organizational trust level and examine the willingness to participate of members' into the decision making process according to organizational trust level. Interviews were conducted with142 members in Izmir. Organizational Trust Inventory (OTI) was used. Factor analysis and cluster analysis were used to divide into groups to members’ organizational trust level. It has been determined that the members in the “non-trusting” group are more willing to participate in the management. Age, education and organizational trust, etc. have affected a willingness to participate in cooperative management. Professional management is necessary in order to raise economic and social profit of members. Cooperative leaders should not ignore the opinions of its members and they should also maintain good contact with members.

show abstract

Section: Introductionmentioning

confidence: 99%

The Relationship Between Members’ Participation and Organizational Trust in Cooperative Firms: A Case of Dairy Cooperatives in Izmir Province/Turkey

Kinikli¹,

Yercan²

2023

New Medit

View full text Add to dashboard Cite

show abstract

Customer satisfaction as a mediator of service facility and word of mouth in higher learning institutions

Kazungu

Kubenea

2023

JARHE

View full text Add to dashboard Cite

PurposeHigher learning institutions (HLIs) need to have quality service facilities to achieve customer satisfaction and positive word of mouth (WoM). The purpose of this study is to assess customer satisfaction as a mediator of service facility and WoM in the context of Tanzania's HLIs.Design/methodology/approachA mixed-methods approach was used to achieve the study objectives. Stratified and simple random sampling techniques were adopted to obtain the names of 201 students in HLIs in Tanzania. Confirmatory factor analysis (CFA) and structural equation modelling (SEM) were used to test the hypotheses.FindingsThe findings show that service facility is significantly associated with both WoM and customer satisfaction, while the relationship between customer satisfaction and WoM is significant. The study also found that customer satisfaction mediates the relationship between service facility and WoM.Practical implicationsThe practitioners of HLIs can invest in improving service facility. Service quality is an important component that impacts WoM in HLIs. This is the most important element that impacts students' satisfaction and WoM in HLIs more than any other element of service quality.Originality/valueThis paper adds to the body of knowledge on the role of customer satisfaction in mediating the relationship between service facility and WoM in the context of Tanzania's HLIs. This study also presents a methodological contribution for a better understanding of the predictors of customer satisfaction in HLIs from the students' point of view.

show abstract

Members’ Participation in Service Co-Creation: The Mediating Effect of Satisfaction towards Loyalty

Cited by 2 publications

References 59 publications

The Relationship Between Members’ Participation and Organizational Trust in Cooperative Firms: A Case of Dairy Cooperatives in Izmir Province/Turkey

The Relationship Between Members’ Participation and Organizational Trust in Cooperative Firms: A Case of Dairy Cooperatives in Izmir Province/Turkey

Customer satisfaction as a mediator of service facility and word of mouth in higher learning institutions

Contact Info

Product

Resources

About