Structure and Measurement of Customer Experience Management

Mansoor, Mahnaz; Awan, Tahir Mumtaz; Alobidyeen, Buthina

doi:10.20469/ijbas.6.10001-4

Cited by 13 publications

(10 citation statements)

References 35 publications

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“…4.1.1 Discriminant validity. Henseler et al (2015) suggested that Heterotrait-Monotrait (HTMT) ratio is a more accurate measure of discriminant validity while using smart PLS (Mansoor et al, 2020). The HTMT ratio value should be less than 0.9, as depicted in Table 2 that all values were less than 0.9 for the entire model (Figure 2).…”

Section: Assessing the Measurement Modelmentioning

confidence: 98%

An interaction effect of perceived government response on COVID-19 and government agency’s use of ICT in building trust among citizens of Pakistan

Mansoor

2021

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Purpose Among the digital age players, one of the fastest-growing digital channels is social media. In the past few years, developing nations’ government entities and political parties started using social media platforms to broadcast important information regarding decisions made at the state level. Pakistan is among those countries. Therefore, this study aims to empirically investigate the impact of the government agency’s provision of quality information on social media in establishing trust among citizens of Pakistan in a government agency with an underlying mechanism of citizens’ perception about agency’s transparency and responsiveness along with moderating role of perceived government response on COVID-19. Design/methodology/approach Data was collected from 542 social media followers of the Associated Press of Pakistan (a government news agency) and was analysed using measurement and structural models by using SmartPLS 3.3.0. Findings Results revealed that the interactive effect of government response on COVID-19 and government agency’s provision of quality information on social media strengthens the association of government presence on social media with citizens’ perception of the agency’s transparency and responsiveness and their trust in the agency. Practical implications Furthermore, the current study will contribute to the body of knowledge regarding the government agency’s use of information and communication technology and the government’s resultant response on COVID-19. Originality/value An extensive study of the literature revealed a gap available regarding the mediatory role of the citizens’ perception about agency’s transparency and responsiveness in between the association of government agency’s provision of quality information on social media and citizens’ trust in the government agency. Also, to the best of the author’s knowledge, no study to date has investigated the moderating role of government response on COVID-19 in between the relationship of government agency’s provision of quality on social media and citizens’ trust in the government agency and their perception about agency’s transparency and responsiveness. Thus, the current study aimed to address these existing gaps in the literature.

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Section: Assessing the Measurement Modelmentioning

confidence: 98%

An interaction effect of perceived government response on COVID-19 and government agency’s use of ICT in building trust among citizens of Pakistan

Mansoor

2021

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“…Transformasi dalam sistem perbankan sebagai preferensi saat ini. Penting untuk diingat di sini bahwa pengalaman pelanggan selalu menjadi pertimbangan penting bagi organisasi (Mansoor et al, 2020).…”

Section: Pendahuluanunclassified

E-banking Service Quality dan E-trust serta Implikasinya pada E-customer Satisfaction dan E-customer Loyalty

2022

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This study aims to make a significant contribution to the banking marketing literature and to explain how the dimensions of e-service quality and e-trust are used as predictors of e-satisfaction and consequently increase e-loyalty. The population in this study consisted of banking customers, both Islamic banking and conventional banking in Malang City. The sample is part of the number and characteristics of the population. The sampling technique in this research is purposive sampling. The results of the study show that the services provided by banking in Malang City in the form of online transactions are able to have a good impact on the satisfaction felt by customers, so that because customers are satisfied they will always use these services, especially at this time which is very much needed considering the restrictions on community activities due to there is a COVID-19 pandemic. Customer confidence in online media provided by banks in Malang City has a positive influence on the satisfaction felt by customers, which in the end customers will feel loyal and return to using these services during this covid-19 pandemic.

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“…ANOVA results revealed that age and period in marriage significantly affected the dependent variable; therefore, both were controlled during further analysis. To test the current study's hypotheses, PLS-SEM (Partial Least Square-Structural Equation Model) in SmartPLS version 3.2.8 was used [31,32,33]. This study has focused more on PLS-SEM as compared to CB-SEM (Covariance Based-Structural Equation Model).…”

Section: Data Analysis and Resultsmentioning

confidence: 99%

Mobile Phone and Family Happiness, Mediating Role of Marital Communication: An Attachment Theory Perspective

Akrim

Dalle

2021

Int. J. Interact. Mob. Technol.

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Mobile phone communication has established itself as an essential element of people's personal and working lives medium of connection in daily interactions and relationships. It has thus become significant for the most intimate form of interpersonal relations, including marital relationships. This small-scale research seeks to find the importance of mobile phone communication in marriage and its influence on family happiness. The study unearths the patterns of mobile phone communication among married partners, by outlining the most common reasons for communicating with the spouse on a mobile phone. In this research, a survey was conducted using a questionnaire to collect data from 30 respondents who were married partners, staff, or students in one of the state-owned universities in South Kalimantan. Each of the respondents possessed a mobile phone. The Mann-Whitney test indicates that the males profoundly believed that mobile phone communication was more important to their marriage than females to strengthen their relationship. Also, the males reported a higher frequency of sending messages and calling their spouses. By and large, the study results describe the most common reasons for communicating with the spouse. The outstanding reason is maintaining a strong intimate relationship by keeping in touch, sharing updates, emotions, feelings, knowing about children, and ensuring the safety of each other through checking on one another using a mobile phone. The findings have significance in showing the need for continued communication in a marital relationship, especially by using the fastest and most comfortable means of mobile phone. Given the synchronous nature of mobile phone communication, the results indicate that married spouses cannot do without it, especially in this Information Society, where we need updates from our spouses, children, friends, and the situation at large.

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Structure and Measurement of Customer Experience Management

Cited by 13 publications

References 35 publications

An interaction effect of perceived government response on COVID-19 and government agency’s use of ICT in building trust among citizens of Pakistan

An interaction effect of perceived government response on COVID-19 and government agency’s use of ICT in building trust among citizens of Pakistan

E-banking Service Quality dan E-trust serta Implikasinya pada E-customer Satisfaction dan E-customer Loyalty

Mobile Phone and Family Happiness, Mediating Role of Marital Communication: An Attachment Theory Perspective

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