Interrelation between E-service Quality and E-satisfaction and Loyalty

Online services are now an integral part of most organizations. Their online presence is for extra valued added features to serve their customers better, however, many of them are not aware of how to make their online presence more attractive to their valued customers such as meeting their needs and having a strategic plan to retain customers using their websites. This research has planned to set up a conceptual framework that would facilitate the development of E-service quality and introduce a valid and reliable measurement for customer loyalty and E-satisfaction. A survey based on questionnaires was prepared and sent to potential respondents from the IT, marketing, management, and finance customer departments. The findings showed that there are 9 independent variables that have an effect on customer loyalty and satisfaction namely Trustworthiness, Reliability, Ease of Use, Security, Personalization, Responsiveness, Accessibility/ Convenience, Aesthetic and Utilitarian. Keywords: e-Service quality, Customer satisfaction, online business, technology acceptance theory, Customer loyalt

Psychometric Properties of Basic Needs Scale Based on Choice Theory (BNSBCT)

Choice Theory, which is a well-established psychological framework that emphasizes the importance of meeting basic psychological needs for human well-being and optimal functioning. The use of a reliable and valid measure like the BNSBCT can lead to more accurate and meaningful research findings, which can inform the development of interventions or policies aimed at improving individuals' basic psychological needs fulfillment in various contexts especially in education. The aim of this study was to develop a measurement instrument to find out the satisfaction levels of basic needs in adult population and to test the psychometric properties of the scale. Individuals aged 18 and older, who were reached with convenience sampling method, participated in the study. Exploratory Factor Analysis was conducted with the data obtained from 381 participants, while Confirmatory Factor Analysis was conducted with the data obtained from 194 participants and goodness of fit indices were found to be χ²/df= 1.64; GFI=.85; IFI=.91; TLI=.90; CFI=.91; PNFI=.71; PGFI=.69; SRMR=.64 and RMSEA=.06. The 25-item scale includes five factors. Face validity of the scale is .91, while convergent validity value is .70. In terms of reliability, McDonald's Omega coefficient was found to be .92, while test-retest correlation coefficient was found to be .83. The results show that Basic Needs Scale based on Choice Theory is a valid and reliable measurement instrument. As a result, it can be stated that the scale can be used to determine the level of meeting the basic needs of adults

Influence of Communication on Client Satisfaction in Information System Projects – A Quantitative Field Study

Divergences between perception and measurement of information system (IS) project success are phenomena known as successful failures or failed successes. Such projects either satisfy stakeholder expectations or are completed according to their plans, but do not succeed in both terms. Based on expectation-confirmation theory, we advance the understanding of project success by observing the role of client-vendor communication regarding the interaction of client expectations, perceptions, and satisfaction. By means of a quantitative field study with managers of IS projects on the client side, we show that perceptions of product performance are more relevant than perceptions of process performance for meeting client expectations in IS projects. Expectations towards the process (i.e., budget and schedule) are revealed to be considerably less relevant, which is a likely consequence of many projects failing to meet such expectations. An avenue for future research resulting from our study is the investigation of differences concerning communication mediums by contrasting agile and non-agile development projects

Why continue sharing: determinants of behavior in collaborative economy services

La economía colaborativa está revolucionando la forma en que los consumidores utilizan los bienes y servicios. En nuestro estudio modificamos y ampliamos el modelo de confirmación de expectativas para determinar los factores motivacionales que impulsan la satisfacción y la intención de continuar usando los servicios de viajes colaborativos. Más importante aún, agregamos el valor social como un factor adicional. En este estudio fueron encuestados usuarios españoles experimentados de BlaBlaCar. La calidad del servicio, la utilidad percibida, la confianza y el valor social son determinantes de la satisfacción de los usuarios experimentados y, a través de ella, de la intención de continuar usando; mientras que no es el caso para el impacto ambiental ni para los beneficios económicos. Además, la confianza afecta directamente a la intención de continuar. Estos resultados tienen implicaciones gerenciales relevantes, mostrando que los usuarios de algunos servicios colaborativos están motivados por otros factores además de los económicos.The sharing economy is revolutionizing the way consumers use goods and services. In our study we modify and extend the expectation confirmation model to determine the motivational factors which drive the satisfaction and continue intention to use ridesharing services. Most importantly, we add social value as an additional factor to those previously studied in the literature. We apply our model in a survey among experienced Spanish users of BlaBlaCar. Service quality, perceived usefulness, trust and social value are determinants of satisfaction of experienced users and through it, of intention to continuance; while it is the case neither for environmental impact nor for economic benefits. Additionally, trust affects directly continuance. These results have relevant managerial implications, showing that users of some sharing services are motivated by other factors than purely economic

HR Metrics and Strategy

[Excerpt] The idea that an organization\u27s people represent a key strategic resource is widely accepted. The business press is filled with examples of top executives proclaiming how important it is to engage people\u27s minds and spirits in the quest for competitive advantage (Boudreau & Ramstad, 1997; Boudreau, 1996). There is also mounting scientific evidence that certain bundles of high-performance work practices (e.g., performance-contingent pay, team-based work structures, selective recruitment and hiring, extensive training, etc.) are associated with higher organizational financial performance (Becker & Huselid, forthcoming; Ichniowski, Arthur, MacDuffie, Welbourne & Andrews)

Meeting the Expectations of Your Heritage Culture: Links between Attachment Style, Intragroup Marginalisation, and Psychological Adjustment

This article has been made available through the Brunel Open Access Publishing Fund.This article has been made available through the Brunel Open Access Publishing Fund.Do insecurely-attached individuals perceive greater rejection from their heritage culture? Few studies have examined the antecedents and outcomes of this perceived rejection – termed intragroup marginalisation – in spite of its implications for the adjustment of cultural migrants to the mainstream culture. The present study investigated whether anxious and avoidant attachment orientations among cultural migrants were associated with greater intragroup marginalisation and, in turn, with lower subjective well-being and flourishing, and higher acculturative stress. Anxious attachment was associated with heightened intragroup marginalisation from friends and, in turn, with increased acculturative stress; anxious attachment was also associated with increased intragroup marginalisation from family. Avoidant attachment was linked with increased intragroup marginalisation from family and, in turn, with decreased subjective well-being

Expressing one’s feelings and listening to others increases emotional intelligence: a pilot study of Asian medical students

<p>Background: There has been considerable interest in Emotional Intelligence (EI) in undergraduate medical education, with respect to student selection and admissions, health and well-being and academic performance. EI is a significant component of the physician-patient relationship. The emotional well-being of the physician is, therefore, a significant component in patient care. The aim is to examine the measurement of TEIQue-SF in Asian medical students and to explore how the practice of listening to the feelings of others and expressing one’s own feelings influences an individual’s EI, set in the context of the emotional well-being of a medical practitioner.</p> <p>Methods: A group of 183 international undergraduate medical students attended a half-day workshop (WS) about mental-health and well-being. They completed a self-reported measure of EI on three occasions, pre- and post-workshop, and a 1-year follow-up.</p> <p>Result: The reliability of TEIQue-SF was high and the reliabilities of its four factors were acceptable. There were strong correlations between the TEIQue-SF and personality traits. A paired t-test indicated significant positive changes after the WS for all students (n=181, p= .014), male students (n=78, p= .015) and non-Japanese students (n=112, p= .007), but a repeated measures analysis showed that one year post-workshop there were significant positive changes for all students (n=55, p= .034), female students (n=31, p= .007), especially Japanese female students (n=13, p= .023). Moreover, 80% of the students reported that they were more attentive listeners, and 60% agreed that they were more confident in dealing with emotional issues, both within themselves and in others, as a result of the workshop.</p> <p>Conclusion: This study found the measurement of TEIQue-SF is appropriate and reliable to use for Asian medical students. The mental health workshop was helpful to develop medical students’ EI but showed different results for gender and nationality. The immediate impact on the emotional awareness of individuals was particularly significant for male students and the non-Japanese group. The impact over the long term was notable for the significant increase in EI for females and Japanese. Japanese female students were more conscious about emotionality. Emotion-driven communication exercises might strongly influence the development of students’ EI over a year.</p&gt

The Big, Gig Picture: We Can\u27t Assume the Same Constructs Matter

I am concerned about industrial and organizational (I-O) psychology\u27s relevance to the gig economy, defined here as the broad trends toward technology-based platform work. This sort of work happens on apps like Uber (where the app connects drivers and riders) and sites like MTurk (where human intelligence tasks, or HITs, are advertised to workers on behalf of requesters). We carry on with I-O research and practice as if technology comprises only things (e.g., phones, websites, platforms) that we use to assess applicants and complete work. However, technology has much more radically restructured work as we know it, to happen in a much more piecemeal, on-demand fashion, reviving debates about worker classification and changing the reality of work for many workers (Sundararajan, 2016). Instead of studying technology as a thing we use, it\u27s critical that we “zoom out” to see and adapt our field to this bigger picture of trends towards a gig economy. Rather than a phone being used to check work email or complete pre-hire assessments, technology and work are inseparable. For example, working on MTurk requires constant Internet access (Brawley, Pury, Switzer, & Saylors, 2017; Ma, Khansa, & Hou, 2016). Alarmingly, some researchers describe these workers as precarious (Spretizer, Cameron, & Garrett, 2017), dependent on an extremely flexible (a label that is perhaps euphemistic for unreliable) source of work. Although it\u27s unlikely that all workers consider their “gig” a full time job or otherwise necessary income, at least some workers do: An estimated 10–40% of MTurk workers consider themselves serious gig workers (Brawley & Pury, 2016). Total numbers for the broader gig economy are only growing, with recent tax-based estimates including 34% of the US workforce now and up to 43% within 3 years (Gillespie, 2017). It appears we\u27re seeing some trends in work reverse and return to piece work (e.g., a ride on Uber, a HIT on MTurk) as if we\u27ve simply digitized the assembly line (Davis, 2016). Over time, these trends could accelerate, and we could potentially see total elimination of work (Morrison, 2017)

Psychosocial Need Analysis of Patients with Pulmonary Tuberculosis.

Pulmonary tuberculosis (TB) is a chronic pulmonary disease impacted on physical and psychosocial of the patients. However, to date, the goverment’s programs has not address the psychososial problem of the patients yet. The existing programs are still focused on the treatment and prevention of disease transmission This descriptive correlational study aims to analyze determinant factors related to the fulfillment of psychosocial needs of TB patients in the city of Cirebon. 171 pulmonary TB patients involved in this study were selected by consecutive sampling from 10 health centers in Cirebon. Instrumen used in this study was developed by the researchers. Before using the instrument, it was tested for validity and reliability. The results showed that there are three dominant factors associated with the patient satisfaction level to meet the needs of their psychosocial. These factors are the psychological conditions in the past week, duration of treatment and support services. Demographic factors have no influence on their satisfaction toward the fulfillment of their psychosocial needs. The study suggested that the government should provide support services in health centers so that pulmonary tuberculosis psychosocial needs can be met and drop out cases can be prevented