The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries

Halbusi, Hussam Al; Estevez, Pedro Jimenez; Eleen, Tan; Ramayah, T.; Uzir, Md. Uzir Hossain

doi:10.3390/su12083229

Cited by 41 publications

(34 citation statements)

References 112 publications

(181 reference statements)

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“…This test is conducted using principal component analysis (PCA) as suggested by (Tehseen et al, 2017). The unrotated principal axis factoring analysis reveals that a single factor explains 37.258% variance (Table 2), which is less than 50% (Al Halbusi et al, 2020;Kumar, 2012;Uzir et al, 2019Uzir et al, , 2020. Hence, this suggests that common method bias in this study is non-existent and not a major concern and unlikely to inflate relationships between variables.…”

Section: Common Methods Variance or Common Methods Bias Testmentioning

confidence: 99%

Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?

Uzir

Jerin

Halbusi

et al. 2020

Heliyon

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Customer is considered as the king in the world of business. The issue of customer satisfaction in electronics home appliances has received greater attention from academics and practitioners. In other words, customer satisfaction is a vital consideration in marketing. With the development of technology, new and innovative electronic home appliances are available in the market. Customers purchase and use the costly electronic home appliances where the satisfaction issue is an important concern. In Bangladesh, working families find the electronic home appliance very necessary. Companies offer state-of- the-art appliances for customers' household works. Therefore, the study intends to investigate the effect of product quality (PQ), quality of service (SQ) and perceived value on customer satisfaction (CS). In addition, this study also seeks this relationship shaped by customer's perceived value (CPV) as a key mechanism and interacted by social media usage. A total of 300 households were selected on a judgmental basis from Dhaka city in Bangladesh using a structured questionnaire. Collected data were CB-SEM (AMOS-v24) and SPSS. The findings showed PQ and SQ have positive effects on CS; SQ affects, but PQ does not affect CPV. CPV has a mixing mediating effect on SQ and CS relationship and PQ and CS relationship. Importantly, the positive impact of PQ, SQ and CPV is greater on customers who exhibit higher social media use. The conceptual framework was buttressed by EDT theory. The study contributed to contextual and theoretical knowledge in regards to home appliances. The practicing managers can collect an insight of customer satisfaction for their business.

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Section: Common Methods Variance or Common Methods Bias Testmentioning

confidence: 99%

Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?

Uzir

Jerin

Halbusi

et al. 2020

Heliyon

Self Cite

View full text Add to dashboard Cite

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“…Five-point Likert scale was used to measure all the items, where '1' represented as 'strongly disagree' and '5' specified 'strongly agree' with the suggestion of Hair et al (2017b) and Ramayah et al (2018). Some other authors likewise used a 5-point Likert scale in their studies (Hassan et al 2020;Al Halbusi et al 2020). The questionnaire had three sections: (a) specific questions (Likert-scale items); (b) demographic questions, and c. electronic home appliances and brand-related questions.…”

Section: Measurement and Instrumentmentioning

confidence: 99%

Customer satisfaction and brand loyalty to electronic home appliances in Bangladesh: the contingent role of brand trust

et al. 2021

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In Bangladesh, customers are accustomed to electronic home appliances due to family structure, higher income levels, and technological affiliation. The huge customer base, increasing demand, emerging markets, acute competition among the brands, and changing customer behaviour are remarkable; nevertheless customer satisfaction and loyalty are not static, and are somewhat changeable. The lack of extensive research on satisfaction and loyalty in this context is the motivation for this research. This study attempted to inspect the role of customer satisfaction and its predictors on brand loyalty and the role of brand trust in these relationships. The study was conducted in Dhaka, Bangladesh, with 486 respondents. The structured survey questionnaires were selected using the shopping mall-intercept sampling technique, where measurements were adapted from the literature. Elementary analyses were done using SPSS, and hypotheses were tested using PLS-SEM. The findings reveal that customer satisfaction fully mediates the impacts of the product's functional quality, customer perceived value, and customer-brand experience on brand loyalty; and various levels of brand trust signify customer satisfaction and loyalty relationship. The research framework was supported by the stimulus-organismresponse theory, where product quality, customer value, and experience are successful stimuli, and satisfaction and brand trust are strong organisms. Marketing stimuli expose loyalty to the brand through the satisfaction and trust organism. The practising managers might concentrate on satisfaction by developing home appliances to make them loyal to the brand and build customer trust on that brand to strengthen this relationship. The findings signify contextual and methodological contribution.

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“…The findings of the present study support the conclusions of previous researchers, i.e., Choi et al [6], Alshihabat and Atan [7], and Aleksic' et al [3], that members of organizations should be groomed on ethics and positive organizational behaviors and diminishing deviant behaviors for implementing sustainable human resource management strategies, maintaining a sustainable work environment, and for building a sustainable world. For enhancing these ethics and behaviors, experts have highlighted the importance of social capital [74], authentic [56], and participative leadership [55], co-created values [75], and organizational culture [3]. The present study concludes that by grooming individuals on WE will result in enhancing positive behaviors and diminishing destructive deviant behaviors which will result in increased productivity.…”

Section: Conclusion and Recommendationsmentioning

confidence: 66%

Uncovering the Indirect Impact of Work Ethic on Engineering Students’ Productivity through Positive and Negative Organizational Behaviors and Workaholism

Sattar¹,

Syed²,

Naseem³

et al. 2021

Sustainability

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The main objective of this study is to investigate the mediating effects of organizational citizenship behavior (OCB), destructive deviant behaviors (DDB), constructive deviant behaviors (CDB), and workaholism (WA) in the relationship between work ethic (WE) and the productivity of engineering students. Another objective is to present a comprehensive holistic model of relationships of these organizational behaviors (OB), attitudes, and work ethic with the productivity. Structure equation modeling (SEM) and Hayes’ processes are used to analyze the hypothesized model. Data were randomly collected from 400 participants from the universities of Pakistan. The overall assessment of the model showed that WE indirectly effects productivity through mediating variables (OCB, DDB, CDB, WA). One of the implications of this finding is that education practitioners/planners should promote work ethic (considered essential for sustainable management practices by contemporary researchers also) among engineering students. This ethic will be reflected in students’ behaviors (enhanced positive behaviors/attitudes, i.e., OCB, CDB, and WA, and reduced negative behaviors i.e., DDB) which will in turn improve their productivity. The originality of this research lies in it being the first to explore the indirect effect of Islamic work ethic (IWE) on individuals’ productivity through OCB, DDB, CDB, and WA.

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The Roles of The Physical Environment, Social Servicescape, Co-Created Value, and Customer Satisfaction in Determining Tourists’ Citizenship Behavior: Malaysian Cultural and Creative Industries

Cited by 41 publications

References 112 publications

Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?

Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates?

Customer satisfaction and brand loyalty to electronic home appliances in Bangladesh: the contingent role of brand trust

Uncovering the Indirect Impact of Work Ethic on Engineering Students’ Productivity through Positive and Negative Organizational Behaviors and Workaholism

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