Understanding the Mediating Roles of Satisfaction and Switching Barriers on User Experience and Loyalty Chain in Indonesia GSM Operators

Rachmawati, Indira; Mohaidin, Zurina

doi:10.2991/icebef-18.2019.104

Cited by 2 publications

(2 citation statements)

References 51 publications

(108 reference statements)

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“…Jones et al (2000) expressed that switching barriers influenced by the consumer perception on the attractiveness of alternatives that whether the competing alternatives are available in the market. Rachmawati and Mohaidin (2019) found that the switching barriers significantly mediate the relationship between user experience and loyalty. Switching barriers prevent students from switching university.…”

Section: Literature Reviewmentioning

confidence: 96%

The effect of service quality on behavioural intention: the mediating role of student satisfaction and switching barriers in private universities

Tan

Choong

Chen

2021

JARHE

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PurposeThe aim of this paper is to explore the relationship between perception of service quality, student satisfaction, switching barriers on behavioural intentions among private higher education institutions (HEIs) with self-accreditation status in Malaysia.Design/methodology/approachA total of 388 valid questionnaires were collected via a self-administered questionnaire from the undergraduate students of private HEIs with self-accreditation status in Malaysia. PLS-SEM has been employed for hypotheses testing.FindingsThe results show that student perceived service quality is positively influence student satisfaction and student behavioural intentions, particularly the positive word-of-mouth (WOM). The relationship of student perceived service quality and student behavioural intentions is fully mediated by student satisfaction. However, there is no mediating effect found for the switching barriers on the relationship between student satisfaction and behavioural intentions.Research limitations/implicationsThis study's findings are only generalizable to the private HEI with self-accreditation status in Malaysia. The paper contributes to the body of knowledge in the areas of service quality, satisfaction, switching barriers and behavioural intentions. These findings provide valuable insight to the private universities management and policymakers to improve existing policies and practices in order to formulate effective strategies to attract potential new students and retain the existing students through the delivery of high-quality services.Originality/valueThis study's findings have reconfirmed that the causal relationship of perceived service quality-satisfaction-behavioural intentions model. Switching barriers has treated as the mediator which received less attention in the context of private higher education sector. Thus, this study broadens the exiting body of knowledge and advances the understanding of how switching barriers play a crucial role by influencing students' behavioural intention, particular WOM.

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Section: Literature Reviewmentioning

confidence: 96%

The effect of service quality on behavioural intention: the mediating role of student satisfaction and switching barriers in private universities

Tan

Choong

Chen

2021

JARHE

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“…PLS-SEM is used over CB-SEM for the same reasons that CCA is used over CFA. Additionally, PLS-SEM is the preferred method for complex models and maximizes explained variance between endogenous variables using an iterative sequence of ordinary least square regression (Chin, 2010;Henseler & Schuberth, 2020;Rachmawati & Mohaidin, 2018;Rezania et al, 2016).…”

Section: Step 5: Nomological and Predictive Validitymentioning

confidence: 99%

Data Governance. Enablers, Inhibitors, Practices, and Outcomes

Henninger

2024

Preprint

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<p>Data governance (DG) is a framework to manage data as a strategic enterprise asset. It is used to define and communicate an organization's accountability for data as well as decision rights, policies, standards, procedures, and compliance. As an emerging research topic, there is limited empirical research and theory development. Accordingly, this thesis builds upon Tallon, Ramirez, and Short's (2013) formative qualitative research that proposed the Theory of Information Governance (TIG). This thesis extends the TIG to develop the Refined Theory of Data/Information Governance, theorizes and tests hypotheses, and develops five lower-order constructs and two higher-order constructs. Exploratory factor analysis, confirmatory composite analysis, and structural equation modeling are used on survey data (N = 126, N = 227) from two separate groups of financial professionals. The findings quantitatively ascertain the composition of DG, offer a matrix of DG enablers, and identify DG as a source of competitive advantage and increased performance.</p>

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Understanding the Mediating Roles of Satisfaction and Switching Barriers on User Experience and Loyalty Chain in Indonesia GSM Operators

Cited by 2 publications

References 51 publications

The effect of service quality on behavioural intention: the mediating role of student satisfaction and switching barriers in private universities

The effect of service quality on behavioural intention: the mediating role of student satisfaction and switching barriers in private universities

Data Governance. Enablers, Inhibitors, Practices, and Outcomes

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