Trust-based quality culture conceptual model for higher education institutions

Higher Education Institutions (HEIs) play a crucial role in societies as they enhance the sustainable development of nations. In a context of increasing competition and financial difficulties in higher education institutions, the loyalty of students, faculty and administration staff as well as institutional reputation are key factors for survival and success. They are built upon trust and high quality of services rendered by HEIs. The intentional development of trust serves the purpose of enhancing the quality culture in higher education. The concept of quality culture has become a natural successor of quality management and quality assurance in universities presenting a new perspective for viewing quality at HEIs - as a combination of structural and managerial with cultural and psychological components. This paper provides an elaboration of a novel Trust-Based Quality Culture Conceptual Model for Higher Education Institutions which presents the perceived interconnections between trust and quality culture at HEIs. It can form a source for an inquiry process at HEIs, thus contributing to better contextual diagnosis of the stage where HEI is in the process of building the quality culture based on trust. The findings of this study are important in better understanding the quality culture development in HEIs that is based on trust, loyalty and reputation. It may have an impact on the decision-making processes concerning HEIs’ management. The proposed model contributes to the need for greater clarity, ordering and systematization of the role of trust in the processes of quality culture development

The spillover of CSR perceptions for market shaping: Portuguese banking industry

Adopting a multi-theoretical approach to CSR, this thesis speculates whether customer loyalty and brand trust, mediated by stakeholder perceptions of banking performance - competitive and socially responsible - can spillover into the competitive sphere directly and indirectly, due to market pressures generated by impact of CSR's reputation. Such is attributable to customers associations, who actively shape the competitive game through the application of their endowed market power to penalize or favour the Banks that, respectively, impose their accountability or not. Accordingly, results from the structural equation modelling (SEM) hypothesis testing from 176 questionnaire respondents’ perceptions, indicated that most relations are significant, above all, the strong mediation of the competitive banking performance in the link between brand trust and CSR spillover. The exceptions were the rest of the indirect effects and, surprisingly, the direct effects of the relation between CSR performance and its spillover, and between CSR spillover and customer loyalty. Such results signal the fundamental role that brand trust plays for the occurrence of CSR spillover, suggesting that general banking CSR impressions are leveraged by customers' perceptions of banks' competitive performance, as they foster closer and more grounded interactions with this type of performance, conjecturing it as their entitled participation on the bank's social responsibility performance.Adotando uma abordagem multi-teórica da RSC, esta tese especula se a lealdade do cliente e a confiança na marca, mediadas pelas perceções dos stakeholders sobre o desempenho bancário - competitivo e socialmente responsável - podem transbordar para a esfera competitiva direta e indiretamente, devido às pressões do mercado geradas pelo impacto da reputação da RSC. Tal deve-se às associações dos clientes, que moldam ativamente o jogo competitivo através da aplicação do seu poder de mercado para favorecer ou penalizar Bancos que, respetivamente, impõem ou não a sua responsabilidade. Concordantemente, os resultados da structural equation modelling (SEM) de 176 perceções dos inquiridos, indicaram a significância da maioria das relações hipotéticas, sobretudo, a forte mediação do desempenho bancário competitivo no vínculo entre a confiança na marca e o efeito de spillover de RSC. As exceções foram os restantes efeitos indiretos e, surpreendentemente, a relação entre o desempenho de RSC e o seu spillover e entre o spillover de RSC e a lealdade do cliente. Tais resultados sinalizam o papel fundamental que a confiança da marca desempenha para a ocorrência do spillover de RSC, sugerindo que as impressões generalistas de RSC do setor bancário são alavancadas pelas perceções dos clientes sobre o seu desempenho competitivo, pois nutrem interações mais próximas e fundamentadas com esse tipo de desempenho, conjeturando-o como a sua participação na performance da responsabilidade social do banco

Continuance usage intention and its antecedents on using OVO e-wallet application in Denpasar

This study aims to explain the effect of information quality, perceived privacy protection, perceived security protection on trust, and its effect on continuance intention to use OVO in Denpasar. This research was conducted in Denpasar, using 139 respondents. This study uses Structural Equation Modelling (SEM) analysis techniques with the Partial Least Square approach. This study shows that information quality has a positive and significant effect on trust. Perceived privacy protection has a positive and significant effect on trust and continuance usage intention. Perceived security protection has a positive and significant effect on trust and continuance usage intention. Also, this study also shows that trust has a positive and significant effect on continuance usage intention. Information quality was found that have no significant effect on the continuance usage intention