Relationship quality and supply chain quality performance: The effect of supply chain integration in hotel industry

Le, Shanghong; Wu, Jian; Zhong, Jianlan

doi:10.1111/coin.12379

Cited by 6 publications

(3 citation statements)

References 38 publications

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“…Narayanan et al (2019) and Pham and Ahammad (2017) announced that order fulfillment includes all activities from the moment of a customer's shopping decision until the good or service is delivered to those who are satisfied with its performance. There is consensus that the effectiveness with which companies' capability to fulfill customer's orders is an essential element of customers' satisfaction and trust (Zhang et al, 2018;Ojha et al, 2019;Le et al, 2020). Ha et al (2018) considered the relationship between order fulfillment and reliability in their research, which is described as EMJB 18,3 the rendition of the appropriate goods during the time promised with precise and accurate goods' information shown on their website so that users can catch what they anticipate to obtain.…”

Section: Order Fulfillmentmentioning

confidence: 99%

Investigation to determine elements influencing customer's satisfaction in the B2C electronic retailing marketplaces

Ehsani

Hosseini

2021

EMJB

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PurposeTaking the perfect perspective of customers' satisfaction, this paper aims to investigate the elements affecting customer satisfaction in business-to-consumer (B2C) online retailing stores, which are divided into five non-monetary dimensions: trust, order fulfillment, website construction, excitement and interaction.Design/methodology/approachDue to distinguishing the suitability of the data, the authors used exploratory factor analysis (EFA). Next, the authors utilized confirmatory factor analysis (CFA) to check their validity. Then, the authors applied Cronbach's alpha to check the reliability of the elements. After that, the authors combined these five elements with structural equation modeling (SEM) to make a model. The authors also performed Friedman tests to prioritize the elements.FindingsThe results indicate that each element is undeniably significant and has an extraordinary impact on customers' satisfaction evaluation. Therefore, system providers and electronic retailers need to consider them on their websites to achieve marketing goals in the competitive online environments.Originality/valueElectronic commerce has resulted in an essential change in B2C marketing, especially in the electronic retailing industry. Online suppliers need to satisfy their customers to receive competitive advantages and increase their income. The purpose of this study is to research the elements affecting customers' satisfaction in B2C online retailing stores.

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Section: Order Fulfillmentmentioning

confidence: 99%

Investigation to determine elements influencing customer's satisfaction in the B2C electronic retailing marketplaces

Ehsani

Hosseini

2021

EMJB

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“…refers to the systematic process of developing strategies and methodologies to ensure that products or services consistently meet customer requirements and standards. Then, continuous improvement (Le, Wu & Zhong, 2021) refers to the ongoing effort to enhance products, processes, and services by identifying and implementing incremental advancements, fostering a culture of innovation and efficiency. Customer focus (Saffar & Obeidat, 2020) refers to prioritizing and aligning business strategies, processes, and actions to meet and exceed customer needs and expectations.…”

Section: Operational Definition and Measurement Of Variablesmentioning

confidence: 99%

“…Based on previous research (Jum'a & Mansour, 2023: Abbas, J., 2020), the measurement items for TQM practices were set to four questions for each construct, for a total of 20 questions. The measurement items for service quality and customer satisfaction were set to five and four questions, respectively (Jalilvand et al, 2018: Le, Wu & Zhong, 2021: Al-Sabi et al, 2023. Table 3 shows the measurement items.…”

Section: Operational Definition and Measurement Of Variablesmentioning

confidence: 99%

Total Quality Management and its Relevance in Nepalese Hotel Industry

Shah

2024

AJBM

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Total Quality Management (TQM) has emerged as a comprehensive organizational management approach, emphasizing continuous improvement to enhance product and service quality. This study aims to investigate the impact of Total Quality Management (TQM) practices on service quality in the hospitality sector of Nepal. Additionally, it seeks to explore how service quality, influenced by TQM practices, affects customer satisfaction in Nepalese hotels. The research focuses on employees in the Nepalese hospitality sector, utilizing a research population of 358 individuals through convenience sampling. Structural Equation Modeling (SEM) is employed as the analytical tool to assess the relationships between TQM practices, service quality, and customer satisfaction. The findings reveal that management support and commitment, quality planning, and continuous improvement significantly contribute to enhancing service quality in hospitality management within the Nepalese context. Furthermore, the study establishes a significant positive influence of service quality on customer satisfaction in Nepalese hotels. This research underscores the relevance of TQM practices in elevating service quality and subsequently impacting customer satisfaction in the burgeoning Nepalese hotel sector. Understanding these dynamics holds strategic importance for industry practitioners and policymakers. Keywords: Hospitality management, Customer satisfaction, Total quality management, Hotel sector, Nepalese.

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Information system quality and organizational performance: The effect of information system integration in Tabriz metropolitan municipality, Iran

Amiri,

Sangar

2024

Information Development

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Due to the multiplicity of administration in urban management in Iran and with the aim of feasibility of implementing the integrated urban management, this study evaluates the impact of information system (IS) quality and IS integration on performance of Tabriz metropolitan municipality, Iran, as the trustee of urban affairs. The quantitative method was applied using survey questionnaires that have been conducted based on the relevant literature. SPSS software was used to perform regression and covariance analyses to analyze the collected data (80 valid responses) as well as the relationships among the components of the conceptual research model. The quantitative data for this research was limited to the Tabriz municipality's ICT experts (all experts of Statistics and Information Technology organization). The results prove positive relationships among IS quality, IS integration and the organizational performance. Additionally, the findings reveal that IS integration fully mediates the relationship between IS quality toward organizational performance. The originality of this study lies in examining the integrated urban management in Iran from the perspective of urban information infrastructures (urban information systems) for the first time.

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Relationship quality and supply chain quality performance: The effect of supply chain integration in hotel industry

Cited by 6 publications

References 38 publications

Investigation to determine elements influencing customer's satisfaction in the B2C electronic retailing marketplaces

Investigation to determine elements influencing customer's satisfaction in the B2C electronic retailing marketplaces

Total Quality Management and its Relevance in Nepalese Hotel Industry

Information system quality and organizational performance: The effect of information system integration in Tabriz metropolitan municipality, Iran

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