International Journal of Services, Economics and Management
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International Journal of Services, Economics and Management (5 papers in press)
Use of Taguchi Method for optimization of process parameters of option pricing model by Amir Ahmad Dar, N. Anuradha Abstract: Options are generally utilized in the budgetary market and have the planned to bring a goliath rate of return and furthermore; they give various vital choices. In this paper, the optimal combination of options was evaluated for the first time utilizing the Taguchi method. The Taguchi method analyzes the impacts and relative significance of variables. The Binomial option pricing model (BOPM) is used to estimate the values of options. The regression coefficients will give the connection between the elements and the reaction variable. The Analysis of variance (ANOVA) and the Analysis of Mean (ANOM) are used for finding the best optimal combination among the parameters where the values of options are maximum and also it identifies which parameter impacts more on the option value. The Minitab programming is utilized for breaking down outcomes and the ANOVA and ANOM are used for optimizing the result. Keywords: Binomial option pricing model; Taguchi method; Regression model; Analysis of Mean; Analysis of variance.
The forefront of mobile shopping: An emerging economy's perspective by Chi-Yang Hng, Pik-Yin Foo, Ai-Fen Lim, Radha Krishnan Nair Abstract: The primary objective of this research is to identify the main factors affecting the intention to use mobile shopping in Malaysia. The theoretical base of this study was based on the Mobile Technology Acceptance Model (MTAM) as well as other theories such as Diffusion of Innovation (DOI). Data collection for this study spanned from May 2018 to September 2018. The survey was done via the distribution of questionnaires in selected local shopping malls. A total of 300 usable responses were collected for further analysis using the partial least square structural equation modelling (PLS-SEM) approach. The findings identified that Mobile Ease of Use (MEU) and Mobile Usefulness (MU) influenced an individuals intention to use (IU) significantly while Perceived Playfulness (PP) is not a significant predictor. In addition, Reachability (R) also influenced MEU and MU significantly whereas Mobility (M) has no significant influence on both MEU and MU. Empirical findings from this study contribute by providing useful and practical insights to the academics, mobile technologies developers and the general public. Keywords: mobile shopping; partial least square structural equation modelling (PLS-SEM); Mobile Ease of Use; Mobile Usefulness; Perceived Playfulness; Reachability; Mobility; intention to use; survey; Malaysia.
Validation of Customers Perceived E-Service Quality Determinants: A Confirmatory Factor Analysis Approach by NARENDER BHATI Abstract: Purpose- The purpose of this study is to refine and examine the reliability and validity of e-service quality scales developed by Zeithaml et al. (2000), consisting of 11 dimensions in online purchase environment.
Design/Methodology/Approach- The study assessed the perception of 479 online buyers from Rajasthan. The measure used was the determinants of e-service quality developed by Zeithaml et al. (2000), to study customers perception about various key e-service quality dimensions in online purchase environment. The respondents were required to respond on a 5 pointers Likert scales from strongly disagree to strongly agree. The collected data was analysed using SPSS 21.0 and AMOS 21.0 software package. Confirmatory Factors Analysis (CFA) was used to test the reliability and validity of the measurement model.
Findings- The findings revealed the good and acceptable internal consistency among the constructs of the study. The measurement model fit was found to be good using different model fit indices like CMIN, DF, GFI, NFI, CHI, IFI, TLI, and RMSEA. The findings revealed that all the fit indices criterion were accomplished, which resulted into accepting the reliability and validity of the measurement model.
Research Limitations/Implications- The measurement model consisted only key determinants of e-service quality using CFA. A large sample size and inclusion of other dimensions with wider area of population can further be added to the study in order to obtain more generalized results of the study.
Practical Implications- Given the imperative need for online shopping websites or online retailers to monitor and improve the quality of their e-services, this study can help them to understand the perception of their customers towards online services offered by them, which can help them to form their effective marketing strategies.
Originality/Value- This study aims to be one of the first studies that focused on assessing customers perceived e-service quality in online purchase with special reference to Rajasthan state. The major contribution made by the study is that all the key determinants of e-service quality have shown to have a good reliability and validity. Keywords: E-service quality; online purchase; e-SQ dimensions; Structural Equation Modelling; Confirmatory Factor Analysis.
The impact of service quality, self-service technology, and the corporate image on customer satisfaction and customer revisit intention among luxury hotels in Kuala Lumpur, Malaysia by Shimiao Li Abstract: According to World Travel & Tourism Council, the tourism industry in Malaysia has been boomed prosperously in few years. Accordingly, such phenomenon has largely propelled the competition in hospitality industry, especially the race between service-oriented hotels and luxury hotels. Nevertheless, numerous issues associated with customer satisfaction have been reflected on hotel booking website, which is worth studying in depth, as it is more likely to adversely affect profitability and competitiveness of luxury hotels. In the present paper, the effect of service quality, SERVQUAL dimensions, corporate image and self-service technology (SST) on customer satisfaction is delved into, as well as the association between customer satisfaction and customer revisit intention. Questionnaires were collected in Kuala Lumpur, Malaysia. As the result suggests, service quality, corporate image and self-service technology (SST) significantly impact customer satisfaction. Except for dimension of empathy in SERVQUAL model, the rest of dimensions noticeably impact customer satisfaction. Lastly, customer satisfaction displays significantly positive relations to customer revisit intention. This empirical study suggests marketers to continuously improve customer satisfaction not only from the perspective of service quality but also considering corporate image and self-service technology (SST). Keywords: luxury hotels; customer satisfaction; customer revisit intention; competitiveness; service quality; SERVQUAL; corporate image; self-service technology (SST).
Effect of Staff Appearance on Customer Satisfaction and Revisit Intention by Byoungho Lee, Jinkyung Choi Abstract: The present study measured customers perception and attitudes toward attractiveness of staffs physical appearance. The effects of different attitudes associated with attractiveness on customer satisfaction and revisit intention were measured. Data were collected in 2017 via self-administered surveys in South Korea. Significant differences were found in customer attitudes with respect to low and high facial attractiveness as well as low and high uniform attractiveness. The results of this study can help improve customers satisfaction through influencing their perceived attitudes toward staff appearance and uniform. Specifically, understanding consumers attitudes toward staff and uniform attractiveness can help increase satisfaction and revisit intention. Keywords: attractiveness; appearance; consumers; uniform; satisfaction.