• The Journal of Asian Finance, Economics and Business
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• v.7 no.11
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• pp.491-497
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• 2020

This study examines the relationship between entrepreneurship of the state civil apparatus variable and public empowerment variable in Central Kalimantan province. Samples were taken using judgment sampling techniques. Based on these criteria, it is known that only 332 regional organizational structures that meet the criteria. Thus, the sample size is 332 regional organizational structure. In each organizational structure of the regional apparatus, 3 people were selected from the state civil apparatus and 3 from the community. Also, this study considers the effect of good governance and the quality of public services as mediating variables. The analysis used in this study is PLS using WarpPLS software. the variables studied were entrepreneurship of the state civil apparatus, good governance, public service quality and public empowerment. The results of the study stated that there is a significant positive relationship between entrepreneurship and public empowerment. In addition, there is a positive effect of entrepreneurship on good governance and public service quality. also, there is a positive influence of good governance and public service quality on public empowerment. The novelty of this research is the entrepreneurship of the state civil apparatus which is the driving force of public empowerment through good governance and public service quality.

• The Journal of Asian Finance, Economics and Business
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• v.6 no.1
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• pp.195-203
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• 2019

The study aims to identify Service Quality factors that affect purchase decision on Click and Collect service through the mediating variable of customer emotions at Mobile World stores in Ho Chi Minh City. This study employs a mixed methods research design. Data were collected through online self-completion questionnaire distributed to 316 customers who used to experience Click and Collect service at the Mobile World stores in Ho Chi Minh City, Vietnam. The theoretical model was tested through two-stage regression analysis (PATH model). The findings show that factors of service quality such as Reliability, Responsiveness, Assurance, Empathy, Tangibility, and Emotions affect the decision to purchase online and receive products directly at Mobile World stores in Ho Chi Minh City. Responsiveness and Assurance have a significant positive impact on the customer's emotions. Consequently, these factors should be considered and addressed when conducting multi-channel services. Obviously, employees must first be trained to be able to deliver the promise of the retailer to their customers. Based on the results of the study, the authors provide managerial implications for retailers in Vietnam in the multi-channel retail environment to develop Click and Collect at retail stores across the country and the world.

• The Journal of Asian Finance, Economics and Business
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• v.6 no.1
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• pp.129-139
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• 2019

The purpose of this research is to examine the effect of informational justice on post-recovery satisfaction, and the effect of post-recovery satisfaction on behavioral intentions in e-commerce, including further investigate the moderating effect of service failure severity. Using quantitative method, the population of this research are online customers in Indonesia, with non-probability sampling that will be done by purposive sampling method based on predetermined criterias, which are customers who were doing transactions in the Business to Consumer (B2C) online sites, experienced service failure in the last 6 months, submitted a complaint, and received a response. Sample of 317 online customers were gathered and analyzed using the Structural Equation Modeling. The results of this study indicated that 5 hypothesis are supported with data. As a conclusion, informational justice and post-recovery satisfaction has positive effect, while service failure severity acts as a moderator between post-recovery satisfaction and behavioral intentions. As a managerial implication, online store management needs to ensure the informational justice to make a post-recovery satisfaction. Therefore, online store management needs to ensure the informational justice to make a post-recovery satisfaction, increase repurchase and positive e-word of mouth intention, also work harder to recover services, especially in high service failure severity condition.

• International Journal of Knowledge Content Development & Technology
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• v.11 no.3
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• pp.63-79
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• 2021

The KJC and KCI services operated by the National Research Foundation of Korea (NRF) need to refer to the global citation index database to set the service direction that researchers want and develop new functions. Therefore, in this study, the usability of Korea's KJC and KCI web databases was evaluated. In addition, FGI verification was performed for a group of experts on KJC and KCI improvement measures derived by academic information experts. The evaluation committee consisted of the researcher group, the society related group, the publisher (academic information distribution organization) group, and the policy-making organization group. A total of 16 experts performed usability evaluation and service improvement proposals for KJC and KCI services. As a result of usability evaluation of KJC and KCI web database using SUS measurement tool, KJC service was evaluated as 73.44, and KCI service was evaluated as good as 64.38. KJC improvement proposals were evaluated positively with 4 points or more for all improvement items, and KCI improvement proposals were positively evaluated with 3.5 points or more for all improvement items. Overall, KJC and KCI error improvements were evaluated with a score of 4 or more, showing strong affirmations. In the future, it is hoped that the improvement proposals and improvements proposed in this study will be applied to the development of KJC and KCI services, so that more quality services will be used by domestic researchers.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.1
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• pp.451-455
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• 2021

This research seeks to find out how to provide satisfaction to consumers. The aim is to analyze and test empirically the effect of price and sales promotion on customer satisfaction that is mediated by service quality. This study uses primary data; questionnaires are distributed to 100 consumers at the Jingga Project boutique. The sampling technique uses simple random sampling. The data were collected using a questionnaire measured by a Likert scale with analysis tools using Warp PLS 7.0. The results showed that the variables price and sales promotion have a positive effect on customer satisfaction. Furthermore, the mediating variable, namely, service quality, is proven to be able to indirectly mediate the effect of price and sales promotion on customer satisfaction. In line with the marketing theory, which states that customer satisfaction is the feeling of pleasure or disappointment of someone who appears after comparing the performance (results) of the product against the expected performance. From the results of this study, it is clear that the variables price and sales promotion significantly affect customer satisfaction, as well as service quality, which is the mediating variable in this study. Service quality indirectly or partially mediate the effect of price on customer satisfaction.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.4
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• pp.1057-1066
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• 2021

Servant leadership has been noticeable in the last decade in the leadership literature on account its focus on serving others first. The target of servant leadership is not the organization, but rather the followers and their development and also the ability to motivate others to become servant leaders. Serving leadership has been recognized as a leadership philosophy that addresses ethical concerns, which is linked to ethical leadership. This study aims to investigate the relationship between dimensions of servant leadership and public service motivation of civil servants. Data were collected from civil servants working in public organizations at district level in Ho Chi Minh City of Vietnam through survey forms. The research hypotheses are tested by factor analysis and regression. The results report that 7 dimensions of servant leadership positively affect public service motivation in the following ascending order: Empowerment, standing back, forgiveness, humility, integrity, accountability, and courage. On the other hand stewardship has an insignificant impact on the role of leading and supervising. Our study contributes to the existing literature on servant leadership as well as public service motivation by throwing light onto a so-far neglected transitional country like Vietnam. Thereby, this study proposes a number of implications for the leaders to improve leadership style to enhance public service motivation of civil servants.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.3
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• pp.585-593
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• 2021

The service industry has become the driving force of economic development in recent years. With the current fierce competitive situation, competing businesses have continually provided a superior quality of service, and an excellent perceived brand image to gain customer satisfaction and customer loyalty. This study's current purpose is to empirical research the linking between service quality, brand image, customer satisfaction, and customer loyalty. We collect research data from 299 consumers who bought goods at supermarkets in Ho Chi Minh City, Vietnam, using a convenient sampling technique. We proposed the conceptual model from prior studies and considered it in Vietnam's context. PLS-SEM was conducted to test the relationships in the conceptual model. We have estimated the scale's reliability by Cronbach's alpha values and composite reliability values. Moreover, we have evaluated discriminant validity by the Fornell-Larcker standard. The findings showed that service quality positively affects the brand image, customer satisfaction, and customer loyalty. Likewise, the results also confirmed brand image had a positive impact on customer satisfaction and customer loyalty. Moreover, the outcomes also disclosed that customer satisfaction had a positive relationship with customer loyalty. The research suggested implications for managers, limitations, and directions for future research from the above findings.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.3
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• pp.1267-1274
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• 2021

This study aims to analyze the effect of corporate communication and service quality on loyalty mediating satisfaction. The population of this study is 384 Islamic bank customers in North Sumatra. This research is quantitative research using the survey method. The number of research samples was 384 customers. Characteristics of this research sample were (1) Savings customers who actively carried out transactions in Islamic banks (2) Savings customers who had used bank services for at least 1 year (3) Savings customers who used services directly and individually. The data analysis technique used in this study was the Partial Least Squares-Structural Equation Model (SEM-PLS) analysis technique, using Warp-PLS 3.0 software. This study investigates the largest Islamic banks in North Sumatra, namely Bank Syariah Mandiri, Bank BNI Syariah, and Bank BRI Syariah. The results show that company communication has a positive and significant effect on satisfaction, service quality has a positive and significant effect on satisfaction, company communication has a positive and significant effect on loyalty, service quality has a positive and significant effect on loyalty, satisfaction has a positive and significant effect on loyalty. There is also a significant effect of satisfaction on the relationship between company communication and loyalty, and the relationship between service quality and loyalty. This study contributes to Islamic banking to increase customer loyalty.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.1
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• pp.927-938
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• 2021

Small and Medium Enterprises (SMEs) is one of several activators that drives the economy of Indonesia because SMEs provide jobs, increase Gross Domestic Product (GDP), and assure the delivery of products and services. However, Indonesian SMEs are not very competitive in the industrial world, and one of the causes is the low quality of products that undermine customer satisfaction. There are several factors presumed as influencing customer satisfaction, which among others include product knowledge, service quality, and competitive advantage. The objective of this research is to reveal the contribution of product knowledge and service quality to customer satisfaction with competitive advantage as the mediation variable. This research used a quantitative approach. The causal relationship across variables was examined with Structural Equation Modeling-Partial Least Squares (SEM-PLS). The sample of this research involved 140 respondents. Data was collected through a questionnaire and the items in the questionnaire were processed with a software called SmartPLS version 3.3.2. Results of this research indicate (1) product knowledge and service quality can increase competitive advantage and customer satisfaction in East Java SMEs; (2) competitive advantage can act as a mediator in the effect of service quality on customer satisfaction (3) product knowledge can increase customer satisfaction but the increase is not significant statistically.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.6
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• pp.373-380
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• 2022

Today, customer satisfaction is the most important issue for Vietnamese banks. There are numerous factors that influence bank customers' satisfaction. The study investigates the factors that influence customer satisfaction with deposit services at the Vietnam Bank for Agriculture and Rural Development (Agribank) in Bac Giang province, Vietnam, and analyses the impact of each component. The authors used 5-point Likert scales to assess whether elements were related to the factors determining consumer satisfaction with Agribank's deposit service. To perform this study, exploratory factor analysis (EFA) and multiple regression were used to find factors determining customer satisfaction with Agribank services. Customers that use deposit services at Agribank in Bac Giang province, Vietnam, provided samples of 300 survey questionnaires for this study. SPSS software is used to examine the data. Customers' satisfaction with Agribank's deposit service is influenced by six factors, including reliability, responsiveness, service capabilities, empathy, tangible means, and service price, according to the study. This finding also offers some recommendations for improving service quality in local Vietnamese banks to gain a competitive advantage.