The Influence of Service Quality, Institutional Reputation, Students’ Satisfaction on Students’ Loyalty in Higher Education Institution

Research highlights the influence of service quality, institutional reputation, student satisfaction in building student loyalty. Quantitative approach was used with a survey method. The research respondents were 185 students from PGRI University Palembang. Analysis techniques using variance-based structural equation models (SEM) SmartPLS. The results of the study shows that service quality has a significant effect on reputation and student satisfaction, but service quality and student satisfaction have no significant effect on student loyalty. On the contrary, the reputation of an institution has a very significant direct effect on loyalty. Student service quality has a significant indirect effect on student loyalty through the reputation of the institution, this implies that the reputation of the institution carries a relative influence relationship between service quality on student loyalty. These findings can help higher education institutions to make better strategic plans to increase student loyalty

Exploring the challenges and opportunities of digital transformation in media organizations: a case of nation media group Uganda.

This study explores Nation Media Group Uganda’s digital transformation and revenue diversification efforts in response to challenges in the evolving media market. Employing a mixed methods approach, including in-depth interviews with 7 key stakeholders, an online questionnaire distributed to 43 respondents, and document analysis, the study offers nuanced insights into NMGU\u27s digital landscape. The key focus areas of this study are first - organizational culture, technology, and digital competencies. NMGU faces resistance to innovation rooted in a focus on traditional revenue streams, creating bureaucratic hurdles and a generational gap. Addressing these challenges requires a proactive approach to technology integration and targeted training initiatives. Secondly, despite advocating for a digital-first content strategy, NMGU leans towards analogue practices in contentgathering, processes and distribution. Challenges in multimedia content production, mobile platform optimization, and user-generated content incorporation call for strategic attention and a cultural shift. Third - Revenue Generation Models: The study identifies promise in the subscription model with a focus on audience engagement. Delayed adoption of the paywall is recognized as a missed opportunity. Weaknesses in digital marketing and a lack of loyalty programs for retention are acknowledged. Various revenue models are explored against challenges such as pricing issues and competition with social media platforms. Conclusion: The study emphasizes NMGU\u27s pivotal need to diversify revenue streams for longterm viability. Ethical considerations are prioritized, offering nuanced insights into the challenges and opportunities in NMGU\u27s digital transformation. Findings contribute to a broader understanding of the significance of embracing digital transformation for media organizations globally

Multifunctional Product Marketing Using Social Media Based on the Variable-Scale Clustering

Customers\u27 demands have become more dynamic and complicated owing to the functional diversity and lifecycle reduction of products which pushes enterprises to identify the real-time needs of distinct customers in a superior way. Meanwhile, social media turned as an emerging channel where customers often spontaneously can express their perceptions and thoughts about products promptly. This paper examines the customer satisfaction identification and improvement problem based on social media mining. First, we proposed the public opinion sensitivity index (POSI) to uncover target customers from extensive short-textual reviews. Subsequently, we presented a customer segmentation approach based on the sentiment analysis and the variable-scale clustering (VSC). The approach is able to get several customer clusters with the same satisfaction level where customers belonging to each cluster have similar interests. Finally, customer-centered marketing strategies and customer difference marketing campaigns are planned under the shadow of customer segmentation results. The experiments illustrate that our proposed method can support marketing decision marketing in practice that enriches the intention of the current customer relationship management

Dimensions of Service Quality at Private Higher Education Institutions in Sri Lanka

The purpose of this paper is to analyse five RATER (Reliability, Assurance, Tangibles, Empathy and Responsiveness) dimensions, lead to service quality in private Higher Education Institutions (HEIs) in Sri Lanka. In total, 484 undergraduate students participated in a questionnaire survey in 46 private HEIs. Descriptive statistics, factor analysis, regression and correlation statistics were employed to analyse the effect of RATER dimensions towards service quality. Results indicate that the service seeker (students) – service provider (HEIs) relationship, quality of service on RATER dimensions and mindfulness of staff of HEIs have a positive impact on service quality. Findings of this research will help the senior management of HEIs to formulate effective strategies to build in service quality culture to ensure a better quality of service to students of HEIs, thereby, attracting, gaining and retaining more students in the programmes on offer. This paper will help the management of HEIs and service providers to analyse student perception towards private HEIs. Keywords: RATER dimensions, Service quality, Higher Educatio

Customer-centric data strategies to drive revenue growth.

In today\u27s digital age, media organisations grapple with declining revenues due to the shift from print to digital platforms. To tackle this challenge, there is a pressing need for these organisations to explore sustainable business models that prioritise revenue from readers. This project aims to address this issue by delving into data-driven strategies centred around readers\u27 preferences and behaviours, aiming to sustainably spur revenue growth. The primary objective of this project was to craft and implement a reader-focused strategy to boost revenue. To achieve this, specific goals were outlined. Initially, the project sought to explore reader preferences and behaviours in digital media consumption. Subsequently, it aimed to categorise content segments based on these identified reader traits. This segmentation will empower media organisations to devise personalised digital content and pricing strategies, fostering increased reader engagement and revenue growth. By understanding the unique aspects of each segment, this researcher aims to recommend a revenue growth strategy that is reader-centric, offering a framework for implementation, testing, iteration, and optimisation of these strategies. The need for a transformative shift becomes clear as incremental methods struggle to keep up with the rapid pace of change. Leadership becomes pivotal in navigating this digitally disrupted terrain, demanding innovation, creative thinking, and a strong commitment to leveraging data and technology. With consumers increasingly empowered by digital tools, their shift toward web-based platforms, driven by engaging content from social media aggregators, necessitates media organisations to tailor content and revenue strategies for diverse user groups. Content remains at the core of this transformation, with journalism being the foundation of media enterprises. These organizations are reshaping their competencies to engage audiences across various platforms, embracing diverse teams within their newsrooms. This abstract aims to offer insights into a reader-focused revenue growth strategy for media organisations experiencing declining revenues amidst digital disruptions. Through the analysis of reader preferences, delineation of content segments, and crafting personalised strategies, this project aims to drive reader engagement and ultimately increase revenue. The ultimate goal is to develop and implement a reader-centric revenue growth strategy, providing a structured approach for refining and optimising strategies to navigate the ever-evolving media landscape sustainably

Relationship between service quality and customer loyalty: mediating effect of customer satisfaction and customer trust in Thailand’s audit firms

Customer loyalty is a competitive tool for companies. The growth and survival of companies depend on how loyal their customers are, and the audit firm is no exception. Customer loyalty has played an important role in achieving competitive advantages. Customer loyalty can increase a company’s income, reduce costs and lead to future revenue. The major drivers of customer loyalty are service quality, customer satisfaction, and customer trust. Therefore, this study explores the relationship among service quality, customer satisfaction, customer trust, and customer loyalty and determines the mediating effect of customer satisfaction and customer trust on the relationship between service quality and customer loyalty in Thailand’s audit firms. The SERVQUAL model is an important instrument used to measure service quality in this study. The respondents of the study are public companies listed on the Stock Exchange of Thailand. The auditors are under Thailand’s laws and regulations and are approved by the office of the Stock Exchange of Thailand to audit the Securities and Exchange Commission registrants. A total of 507 questionnaires were distributed, and only 296 questionnaires were received. Seven hypotheses were developed and tested with multiple regression and hierarchical regression analysis. The results indicate that the SERVQUAL model is a good measurement of service quality in an audit firm. Firstly, service quality has a strong positive relationship with customer satisfaction, customer trust, and customer loyalty. Secondly, customer satisfaction has a positive relationship with customer loyalty. Thirdly, customer trust has a positive relationship with customer loyalty. Finally, customer satisfaction and customer trust partially mediate the relationship between service quality and customer loyalty. Plausible reasons for the results are discussed within the context of the study. Both practical and theoretical contributions, as well as recommendations for future research made

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Semantic discovery and reuse of business process patterns

Patterns currently play an important role in modern information systems (IS) development and their use has mainly been restricted to the design and implementation phases of the development lifecycle. Given the increasing significance of business modelling in IS development, patterns have the potential of providing a viable solution for promoting reusability of recurrent generalized models in the very early stages of development. As a statement of research-in-progress this paper focuses on business process patterns and proposes an initial methodological framework for the discovery and reuse of business process patterns within the IS development lifecycle. The framework borrows ideas from the domain engineering literature and proposes the use of semantics to drive both the discovery of patterns as well as their reuse

Should online retailers emphasize efficiency or experience? First insights on the evolution and heterogeneity of website attributes

Anecdotal evidence indicates a notable shift in online consumer expectations, emphasizing a desire for an enjoyable online shopping experience, beyond convenience and efficiency. This insight thus prompts key questions: Should retailers emphasize efficiency-related or experience-related website attributes, and in which contexts might one priority be superior to the other for encouraging consumer loyalty? The present study provides initial insights into the evolution of the effectiveness of different website attributes and heterogeneity in their effects. Using a rich data set, spanning vastly different contexts and time periods, the authors detect new, evolving patterns by which different website attributes relate to customer loyalty. Experience-related attributes have become more important than efficiency-related attributes in recent years, with some noteworthy contingencies, such that they are especially impactful for services (vs. products) and in cultures with long-term (vs. short-term), high (vs. low) self-indulgence, and high (vs. low) masculinity orientations. The increasing importance of experience-related attributes is driven by cultures with a low (vs. high) uncertainty avoidance. These insights in turn offer practical implications for retailers navigating the challenges associated with designing their websites to drive customer loyalty

Digital banking, customer experience and bank financial performance : UK customers' perceptions

Purpose: The purpose of this paper is to examine customers’ perceptions of digital banking (DB), customer experience, satisfaction, loyalty and financial performance (FP) in UK banks. Design/methodology/approach: The research consists of a survey of UK bank customers’ perceptions of the above themes; use of banks’ financial reports to obtain FP ratios; multivariate factor analysis; structural equation modelling; and analysis of variance tests to explore research hypotheses on the relationships among the study factors. Findings: The main factors which determine customer experience in DB are service quality, functional quality, perceived value (PV), employee-customer engagement, perceived usability and perceived risk. There is a significant relationship among customer experience, satisfaction and loyalty, which is related to FP. Research limitations/implications: This study concentrates on UK bank customers which limits its generalisability to other banks globally. However, the fact that banks typically adopt common standards in bank financial management implies that the findings are potentially robust for global bank management. Replicating the study in banks in other countries will further enhance this robustness. Practical implications: Some significant effects of customer characteristics on the study factors were observed, which have useful implications for DB, bank marketing services and bank FP. Originality/value: Unlike previous studies, this study uses both Net Promoter Score and financial ratios as dependent variables, to provide a combined study of the relationships among 14 study factors, with implications for bank marketing and FP