Service Quality Perceptions of Foreign Direct Investors

Osarenkhoe, Aihie; Byarugaba, Jotham Mbiito

doi:10.1080/10496491.2016.1185492

Cited by 3 publications

(2 citation statements)

References 35 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…This relationship is based on the strong ties of trust and commitment between the firms and the customers (Rather et al , 2019). Service quality is an important factor of trust (Devece Garcia-Agreda and Ribeiro-Navarrete, 2015) because it communicates the level of commitment from the firms in the service offerings (Osarenkhoe and Byarugaba, 2016). Customers are always attracted to good quality services, as it shows the commitment to provide superior value (Rather and Camilleri, 2019).…”

Section: Theoretical Background and Concept Developmentmentioning

confidence: 99%

Forging customer satisfaction through commitment-trust factors in financial insurance services: moderating role of corporate image

Saoula

Abid

Ahmad

et al. 2023

JIMA

View full text Add to dashboard Cite

Purpose It is widely evident that trust and commitment are important pillars for strengthening the relationship between financial service firms and their customers. However, it has not been explored how the service quality, perceived cost and role of agents are important for financial service firms. To overcome this gap, this study aims to investigate the role of service quality, perceived cost and the role of agents as the commitment–trust factors in the financial insurance service (Takaful) in Malaysia, enhancing customer satisfaction. Design/methodology/approach The study follows a quantitative design in which primary data was collected using a survey instrument. The measurement instrument was adapted from the previous research, and data were collected from 264 customers of the Takaful financial service organizations in Malaysia. The data were analyzed using variance-based structural equational modeling in Smart-PLS software. Findings This research has revealed several useful insights that demonstrate a significant impact on service quality, perceived cost and the agents’ role in forging close relationships with their customers. Corporate image has a moderating role in relationships and has significantly impacted takaful insurance companies. The results imply that regardless of the corporate image of the financial service organizations, customers are concerned about the prices and the quality of the agents’ services. Research limitations/implications In this study, only the predictors such as service quality, perceived costs and agents’ roles as trust–commitment factors were examined to determine customer satisfaction. Other investigations are highly recommended, such as value co-creation in takaful, takaful customer experience and takaful trust. This study offers insights to takaful insurance companies on how to keep up a positive corporate image, which will boost their trust–commitment factors and ultimately increase customer satisfaction. Originality/value By presenting commitment–trust factors and company image in an identifiable framework, the current study has expanded the discussion on takaful financial insurance services. The methodology is developed and rigorously tested to gauge customer satisfaction in takaful financial service organizations’ context.

show abstract

Section: Theoretical Background and Concept Developmentmentioning

confidence: 99%

Forging customer satisfaction through commitment-trust factors in financial insurance services: moderating role of corporate image

Saoula

Abid

Ahmad

et al. 2023

JIMA

View full text Add to dashboard Cite

show abstract

“…Understanding customer loyalty remains one of the most important and intangible competitive advantages a service provider can have (Petzer & Roberts-Lombard, 2021;Roberts-Lombard & Petzer, 2018). Mobile telephone companies in Uganda are faced with the problem of increasing competition, leading to a fear of losing customers to competitors (Osarenkhoe & Byarugaba, 2016;Byarugaba & Osarenkhoe, 2012). These companies have been concentrating on strategies to win customers, which may have an influence on customer loyalty.…”

Section: Introductionmentioning

confidence: 99%

Can Efficacious Service Recovery Enable Retention of Complaint-Averse Savvy Customers?

Komunda,

Osarenkhoe

2023

JSSM

Self Cite

View full text Add to dashboard Cite

This study examined whether the relationship between service recovery and customer loyalty was statistically significant, and to examine the influence of firm responses on customer loyalty. Descriptive cross-sectional survey and stratified random sampling were used to produce a sample of 384 phone subscribers. Pilot study established reliability and validity of the questionnaire and testing for parametric assumptions performed. Descriptive statistics and inferential statistics (factor analysis, correlations, and regression tests) were used to analyze the data. Results indicated that these relationships were all positive and statistically significant. Moreover, combined impact of service recovery, firm responses, and service quality on customer loyalty was the strongest. Based on the findings, policymakers, and managers of mobile phone companies in Uganda should focus more on service quality, which showed the highest beta values and had a relatively high predictive value for customer loyalty. This study contributes to extant literature by illuminating firms' responses to service recovery, by offering more explicit clarification of the relationship between service recovery, firm responses and customer loyalty. Mobile phone companies should improve how customer complaints are handled by considering the various dimensions of firm responses. Because of the study's cross-sectional design, there remains a need to expand our knowledge by conducting similar but longitudinal studies.

show abstract

Taxation of Immovable Property Income in Belgium

Peeters

2022

Nieruchomości@

View full text Add to dashboard Cite

For decades, the Belgian personal income tax distinguished between income from foreign and domestic immovable property. Whereas for foreign immovable property the tax base attended to reflect real market values, income from domestic immovable property was determined on a lump sum basis, deducted from a market value of the immovable property in 1975 and subsequently indexed. As the lump sum estimation was substantially lower, the tax base for domestic immovable property income was reduced and hence investing in foreign immovable property was discouraged. Although already a decade ago the European Commission addressed Belgium on this distinction, it still took three convicting judgments of the European Court of Justice, before Belgium changed its legislation. Instead of leaving aside its outdated historical and heavily criticized lump sum estimation of domestic immovable property, the Belgian tax legislator opted to extend this regime and installed a similar historical evaluation for foreign immovable property referring to 1975. The new regime was installed as of tax year 2021. The following article describes the Belgian approach, explains why it was chosen and criticizes remaining issues and difficulties.

show abstract

Service Quality Perceptions of Foreign Direct Investors

Cited by 3 publications

References 35 publications

Forging customer satisfaction through commitment-trust factors in financial insurance services: moderating role of corporate image

Forging customer satisfaction through commitment-trust factors in financial insurance services: moderating role of corporate image

Can Efficacious Service Recovery Enable Retention of Complaint-Averse Savvy Customers?

Taxation of Immovable Property Income in Belgium

Contact Info

Product

Resources

About