Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines

Ong, Ardvin Kester S.; Prasetyo, Yogi Tri; Kishimoto, Ryuichi T.; Mariñas, Klint Allen; Robas, Kirstien Paola E.; Nadlifatin, Reny; Persada, Satria Fadil; Kusonwattana, Poonyawat; Yuduang, Nattakit

doi:10.1016/j.jup.2022.101454

Cited by 10 publications

(4 citation statements)

References 45 publications

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“…Moving on to service quality, a critical determinant of customer satisfaction in Islamic banks, a wealth of research by Ahmed et al (2020), Biswas et al (2023), Chatterjee et al (2023), Jasin and Firmansyah (2023), Kim et al (2023), Mir et al (2023), Ong et al (2023), and Yalcinkaya and Just (2023) accentuates its paramount importance. Post-merger, service quality in Islamic banks typically results in heightened customer satisfaction, with good service quality positively impacting customer loyalty, while service failures can lead to switching behaviour (Zhao et al, 2022(Zhao et al, , 2023.…”

Section: Literature Reviewmentioning

confidence: 99%

Switching Behavior of Banks' Customers: Does It Exist?

Utami,

Arif,

Habbe

et al. 2024

Hasanuddin Econ. Bus. Rev.

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Ideally, Indonesia with the largest Muslim population in the world is able to optimize its potential to become the prominent global player in Islamic finance industry. Unexpectedly, Indonesia is ranked at 9th position of global Islamic banking market. Despite the strong support from both government and society, it is ironic that the market share of Islamic bank in Indonesia has just reached 7.09% in 2022, far below its conventional counterpart, in its three decades of age. Employing descriptive quantitative approach, this study examines the presence of switching behavior of society in Indonesia by addressing why the impact of switching behavior has small impact on the market share improvement in the context of Indonesia. A total of 128 respondents were filling the questionnaire based on purposive random sampling fulfilling the criteria of being customer of both Islamic and conventional bank as well as currently working.

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Section: Literature Reviewmentioning

confidence: 99%

Switching Behavior of Banks' Customers: Does It Exist?

Utami,

Arif,

Habbe

et al. 2024

Hasanuddin Econ. Bus. Rev.

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“…Perhitungan dengan program AMOS 20 untuk model SEM dalam penelitian ini, dihasilkan indeks-indeks goodness of fit sebagai berikut : Berdasarkan Tabel 2 dapat disimpulkan bahwa secara keseluruhan model dapat diterima dan dapat menganalisis parameter estimate untuk langkah selanjutnya. Pada penelitian ini meskipun hasil dari nilai probability termasuk marginal dengan nilai 0.19 namun hasil dari CMIN/DF yaitu chi-square dibagi dengan degree of freedom sebesar 3.9 yang menurut (Fauzan et al, 2021;Herlambang et al, 2022;Ong et al, 2023) nilai ratio 5 (lima) atau kurang dari lima merupakan ukuran yang reasonable atau dapat diterima. Peneliti lainnya seperti Byrne (1988) mengusulkan nilai ratio ini < 2 merupakan ukuran fit.…”

Section: Hasil Dan Pembahasanunclassified

Analisis Hubungan Pertumbuhan Ekonomi dengan Kemiskinan dan Belanja Modal Pemerintah Daerah, Penyerapan Tenaga Kerja, dan Indeks Pembangunan Manusia

Hardana

2024

Studi Ekonomi dan Kebijakan Publik

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Purpose: This study examines the effects of local governments’ capital expenditures, labor absorption, and the Human Development Index on economic growth and poverty in 35 districts/cities in Central North Sumatra. Methodology/Approach: Quantitative research was used in this study. The secondary data were used by the researchers. Capital expenditures of local governments, labor absorption, and the Human Development Index are exogenous variables, while economic growth and poverty level are endogenous variables. Results: The results showed that the four proposed hypotheses were accepted, and the hypothesis was rejected. Limitations: Ownership structure and ownership have no relationship with debt policies. Contributions: Nasution et al. (2023) The results showed that the four proposed hypotheses were accepted and the hypothesis was rejected. Hypothesis 1 suggests that local government capital expenditures have a significantly positive effect on economic growth. Hypothesis 2 suggests that labor absorption has a significantly positive effect on economic growth. Hypothesis 3 suggests that the Human has a significantly positive effect on economic growth. Hypothesis 4 suggests that economic growth has no significant effect on poverty. Hypothesis 5 suggests that the Human Development Index has a significantly negative effect on poverty.Index is a significantly negative effect on poverty.

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“…Therefore, medical organizations may use lean management to reduce costs and cut input/resource costs to enhance productivity. Cost reduction should not imply that low-cost compromises quality (Hoxha et al, 2023;Ong et al, 2023;Naqshbandi and Idris, 2012;Ward and Duray, 2000). Firms can cope with rising costs by pursuing cost efficiency or increasing their quality, flexibility or delivery to gain more performance premiums from the market (Cai and Yang, 2014).…”

Section: Cost and Satisfactionmentioning

confidence: 99%

Competitive priorities and engagement: can they be a source of satisfaction? Customer-centered model

Awwad,

Anouze,

Cudney

2023

IJQRM

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PurposeThis study aims to investigate and test the impact of competitive priorities, in terms of quality, speed, dependability, flexibility, cost and patient engagement, on patient satisfaction with healthcare services. It considers patients’ rather than managers’ points of view to collect responses about competitive priorities.Design/methodology/approachThis research employed a cross-sectional survey design to analyze a sample of customers through an empirical study of 488 patients in Qatar’s healthcare service context.FindingsThe confirmatory factor analysis results show that competitive priorities and engagement positively and significantly impact patient satisfaction.Research limitations/implicationsResearchers can use this methodology to explore the role of competitive priorities in different service contexts and sectors. The researchers conducted the study in Qatar; therefore, the results are not generalizable to all healthcare sectors. However, regardless of geographic location, the research approach can be used in healthcare.Practical implicationsManagers can employ the developed scales to diagnose competitive priorities and improve customer service experiences.Originality/valueThe paper is original as it suggests using competitive priorities as a measurement tool for predicting patient satisfaction compared to prior research that mostly measured competitive priorities based on internal perspectives (managers’ perspectives). Further, this paper is original because it depends on the external perspective (customers’ perspective) for the competitive priorities for measuring patient satisfaction.

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Determining factors affecting customer satisfaction of the national electric power company (MERALCO) during the COVID-19 pandemic in the Phillippines

Cited by 10 publications

References 45 publications

Switching Behavior of Banks' Customers: Does It Exist?

Switching Behavior of Banks' Customers: Does It Exist?

Analisis Hubungan Pertumbuhan Ekonomi dengan Kemiskinan dan Belanja Modal Pemerintah Daerah, Penyerapan Tenaga Kerja, dan Indeks Pembangunan Manusia

Competitive priorities and engagement: can they be a source of satisfaction? Customer-centered model

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