Impact of Service Quality Performance on Customer Satisfaction: A Case Study of Vietnam’s Five Star Hotel

To exist in highly competitive market, companies need to pay more attention in improving quality of products and services. It is necessary to maintain customers’ loyalty for sustainable future development. This research focuses on investigating the impact of service quality performance on customer satisfaction in a sample of Vietnam’s five star hotels, with a case study of Hotel X, where service quality is considered as the key to success. This study chose the SERVPERF model as a conceptual framework. Analysis of results shows that components RES-EM, ASSURANCE and RELIABLITY explain customer evaluation of perceived service quality in Hotel X. These components play important roles in service quality measurement and thus it is suggested that five star hotels generally and Hotel X in particular needs to have specific strategies to enhance these components as well as customer satisfaction

Model prihvaćanja tehnologije i putevi do online lojalnosti potrošača na tržištima u razvoju

The technology acceptance model (TAM) has been well-known for decades. However, the global adoption of the Internet creates new interests in utilizing TAM in e-commerce and the post-consumption intention, especially in emerging markets. Data was collected from 758 online customers via a web-based survey in Vietnam. Particular contribution of the results is that perceived usefulness, perceived ease of use, fairness, trust and the quality of the customer interface have direct or indirect impacts on customer satisfaction and customer loyalty. Moreover, in emerging markets, trust was outlined as the strongest factor contributing to customer satisfaction and leading to customer loyalty.Model prihvaćanja tehnologije (engl. technology acceptance model – TAM) dobro je poznat već desetljećima. Međutim globalno prihvaćanje interneta potiče novo zanimanje za primjenu TAM-a u e-trgovanju i postkupovnoj namjeri, posebice na tržištima u razvoju. Podaci su prikupljeni online anketiranjem 758 potrošača u Vijetnamu. Poseban doprinos rezultata jest u tome što pokazuju da percipirana korisnosti jednostavnost korištenja, poštenje, povjerenje i kvaliteta korisničkog sučelja imaju izravan ili neizravan utjecaj na zadovoljstvo i lojalnost potrošača. Nadalje, na tržištima u razvoju povjerenje je istaknuto kao najsnažniji čimbenik stvaranja zadovoljstva potrošača koje vodi lojalnosti potrošača

Exploring The Link Between Learning And Firm Performance: An Empirical Study Of Private Manufacturing Firms In Yangon – Myanmar

This paper focuses on evaluating the performance of firms from the knowledge and learning perspective. The survey covered a random sample of 120 private manufacturing firms in industrial zones in the Yangon area. Two broad categories of learning are determined: Internal and external. Internal learning is captured by two domains of learning, individual and organisational, whereas external learning involves customers, competitors and suppliers. Firm performance is evaluated using two broad groups of aspects: Non-financial and financial. The ordinary least square (OLS) results show that first, different domains of learning affect firms’ performance differently. Individual, organisational and competitor learning impact firms’ non-financial performance, whereas other forms of learning do not. Second, the effect of different domains of learning on performance differs in accordance with the different aspects of performance measurement. Individual learning can explain firms' financial performance both directly and indirectly. However, organisational and competitor learning explain firm financial performance indirectly. Third, non-financial performance affects financial performance. Thus, the empirical results have important implications

Determinants of Online Customer Satisfaction in an Emerging Market – a Mediator Role of Trust

Background. Customer satisfaction, in many cases affected by trust, is critical to the postconsumption intention and is regarded as the key success factor of sales in general and electronic commerce websites in particular. However few studies indicate clearly the determinants and especially their influential strengths on online customer satisfaction in emerging markets. Research aims. This study investigates what factors determine customer satisfaction. Methods. Conducted research is using data collected from 758 online customers in Vietnam, mostly young people. Key  findings. The particular contribution of these results shows that distributive fairness, customer interface quality, perceived security, perceived usefulness and trust are significant predictors of mcustomer satisfaction; especially, the mediator role of trust is proved.Słowa kluczowe: Young online customer satisfaction, Trust, E-commerce, Mediator rol

An investigation the main internal brand crisis antecedents

To enrich literature of brand crisis causes regards internal perspective, this paper investigates internal brand shortage as crisis antecedents provoking brand fire consequently. Phenomenological approach is adopted using in-depth interviews, key-note seminar and validating by case studies analysis, internal brand crises antecedents were explored based on insights taken from experts in marketing and branding industry. Drafting from the phenomenological research, there are six problems leading to crisis found as follows: lack of human-centred strategy, lack of crisis prevention, lack of market understanding, lack of leadership and management skill, lack of innovation, and lack of quality assurance. These internal antecedents which accumulate to both performance-related and value-related brand crisis. This paper can have explicit implications for marketer, branders and managers, understanding these drivers and its occurrence, business managers are able to scan and analyses crisis situation faster to form timely response to crisis

The theory of planned behavior and knowledge sharing: A systematic review and meta-analytic structural equation modelling.

The theory of planned behavior (TPB) is the most frequently used model in knowledge sharing. However, the empirical results are inconclusive on whether TPB can provide reasonable prediction of knowledge sharing behavior (KSB). This study aims to examine TPB in knowledge sharing and identify potential moderators of relationships among constructs in TPB

An explorative study of psychological and social factors impacting littering behavior in Vietnam

Littering is a worldwide problem and Vietnam is one of the most affected countries. To enact change, not only individual cognitive determinants but also social and natural-, or environment-related variables should be taken into consideration. Although there is a large body of literature researching littering, most researchers do not distinguish the level of these factors. Thus, this research aims to investigate the interactive mechanism of these different level factors influencing the intention of the Vietnamese to stop littering, with the multi-level social-ecological model used to guide model building. The data were collected through a self-reported online questionnaire and the Partial Least Squares Structural Equation Modelling (PLS-SEM) method was employed to examine the proposed conceptual framework. The results indicated that perceived behavioral control and connectedness to nature are the two main factors influencing the Vietnamese people’s intention to stop littering. Multi-group analysis results suggested the moderating effects of injunctive and descriptive norms. This research proposed a new conceptual framework and achieved unique insights into littering behavior in Vietnam, which could benefit and guide behavioral change experts, academics, and practitioners to design appropriate marketing strategies/campaigns to reduce littering

TextANIMAR: Text-based 3D Animal Fine-Grained Retrieval

3D object retrieval is an important yet challenging task, which has drawn more and more attention in recent years. While existing approaches have made strides in addressing this issue, they are often limited to restricted settings such as image and sketch queries, which are often unfriendly interactions for common users. In order to overcome these limitations, this paper presents a novel SHREC challenge track focusing on text-based fine-grained retrieval of 3D animal models. Unlike previous SHREC challenge tracks, the proposed task is considerably more challenging, requiring participants to develop innovative approaches to tackle the problem of text-based retrieval. Despite the increased difficulty, we believe that this task has the potential to drive useful applications in practice and facilitate more intuitive interactions with 3D objects. Five groups participated in our competition, submitting a total of 114 runs. While the results obtained in our competition are satisfactory, we note that the challenges presented by this task are far from being fully solved. As such, we provide insights into potential areas for future research and improvements. We believe that we can help push the boundaries of 3D object retrieval and facilitate more user-friendly interactions via vision-language technologies.Comment: arXiv admin note: text overlap with arXiv:2304.0573