A study on the subjective feeling affecting tactile satisfaction of leather in automobile: A structural equation modeling approach

Customer expectations for automotive design are increasingly rising, which plays an important role in purchasing behavior. Among them, automobile interior materials are one of the factors that have a significant influence on the overall luxuriousness and satisfaction of automobiles. One of the main affective responses to automotive interior materials is a tactile sensation, and since it is complexly constructed, systematic modeling is required. The current research proposed and tested a structural equation model (SEM) that describes hypothesized relationships among affective variables affecting tactile satisfaction such as luxury, soft, slippery, smooth, bumpy, and thick. A total of 26 samples including natural and synthetic leather using interior material in an automobile was selected as a stimulus to recruit 53 participants. All affective variables were found to affect luxuriousness that subsequently affected tactile satisfaction (path coefficient = 0.652). In particular, perceived softness was a dominant factor affecting tactile luxuriousness in leather (path coefficient = 0.305). The findings of the present study have significant implications for both theory and practice on affective responses and levels that affect tactile satisfaction in leather using automobile interior.     

电力体制改革新时代下如何提升客户满意度

过去电网企业是垄断经营,随着电力体制改革和国有企业改革的纵深推进,客户有了更多选择。优质服务关乎电网企业新时代改革发展大局,只有优质服务才能使电网企业在改革发展中进入良性循环。然而,从第三方客户满意度调查报告中反映的情况可以看出,部分单位还存在垄断思维,“以客户为中心”的服务意识在实际工作中还未得到很好的落实,具体表现在停电次数多、电压不稳定、业扩流程长、抄表催费欠规范等客户用电体验较敏感的供电服务上。本文从客户体验管理角度,关注客户的用电体验和感受,把满足人民美好生活的电力需要作为电网企业工作的出发点和落脚点,围绕提升客户服务质量的关键点、电网企业存在的客户服务短板、提升客户满意度的有效措施等方面进行了有益地探讨。     

The impact of customer interface quality, satisfaction and switching costs on e-loyalty: Internet experience as a moderator

Customer interface quality has been confirmed to critically influence the success of electronic commerce, and there has been extensive discussion about the effects of customer interface quality on consumer behavior. However, few studies have examined how customer interface quality affects e-loyalty. Furthermore, although satisfaction and switching costs are expected to be antecedents to customer loyalty, few studies have systematically examined how these elements are related to customer interface quality. This study proposes an integrating theoretical framework for testing the relationships among customer interface quality, satisfaction, switching costs, and e-loyalty. Moreover, this study argues that the relationships among these constructs are moderated by Internet experience. Empirical analyses are performed using structural equations modeling analysis. The findings confirm that customer interface quality, including customization, interaction, convenience and character, contributes to generating e-loyalty. Particularly, the results show that convenience directly enhances e-loyalty. Additionally, this study finds that customer interface quality positively influences switching costs for customers with higher Internet experience, a phenomenon that has not previously been explored.     

Structural equation modeling of office environment quality,sick building syndrome,and musculoskeletal complaints on aggregate satisfaction of office workers

This study aims to analyze the effects of office environment quality (OEQ), sick building syndrome (SBS), and musculoskeletal complaints on aggregate office satisfaction level using the structural equation. A questionnaire survey targeting 483 office workers of 18 public agencies was conducted and surveyed on workers’ characteristics (gender, age, work experience, work hours, and computer time of day), OEQ satisfaction level (temperature and humidity, lighting, noise, and air quality), SBS frequency (eye, noise, throat, skin, and headache), musculoskeletal complaints intensity (neck, shoulder, arm, wrist, waist, and leg), and aggregate office satisfaction level. As a result of the model using the structural equation, the level of OEQ on temperature and humidity, noise, and air quality directly affect the level of SBS frequency. Also, the OEQ level indirectly affects both musculoskeletal complaints’ intensity and aggregate office satisfaction level via the level of SBS frequency. Thus, providing pleasant office environments can be an effective measure to enhance office workers’ satisfaction, because workers’ levels for musculoskeletal complaints and aggregate office satisfaction depend on OEQ and SBS levels.     

Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean’s model perspective

As mobile technology has developed, mobile banking has become accepted as part of daily life. Although many studies have been conducted to assess users’ satisfaction with mobile applications, none has focused on the ways in which the three quality factors associated with mobile banking – system quality, information quality and interface design quality – affect consumers’ trust and satisfaction. Our proposed research model, based on DeLone and McLean’s model, assesses how these three external quality factors can impact satisfaction and trust. We collected 276 valid questionnaires from mobile banking customers, then analyzed them using structural equation modeling. Our results show that system quality and information quality significantly influence customers’ trust and satisfaction, and that interface design quality does not. We present herein implications and suggestions for further research.     

Satisfaction Benchmarking and Customer Classification: An Application to the Branches of a Banking Organization

Banking services constitute a highly competitive market and indicate a representative example of customer–oriented organizations. For this reason, customer satisfaction is of vital importance, offering a quantitative measure for current and future performance of these organizations. On the other hand, classifying customers according to their satisfaction behavior may indicate different client clusters with distinctive preferences and expectations. This approach serves the development of a truly customer–focussed culture by determining a set of improvement strategies that best fit the different customer segments. In this paper, the multi–criteria method MUSA is implemented in order to measure and analyze customer satisfaction in different branches of a banking organization. These results are also used to benchmark these branches according to the provided services. Moreover, segmentation analysis is performed in order to identify the different groups of customers and estimate the homogeneity of preferences in distinct customer segments. Data are based on a pilot customer–satisfaction survey, while the most important results are focussed on the determination of the critical service dimensions.     

Structural equation model (SEM)-neural network (NN) model for predicting quality determinants of e-learning management systems

The success of e-learning management systems (e-LMSs) such as MOODLE depends on the usage of students as well as instructor acceptance in a virtual learning environment. E-Learning enables instructors to access educational resources to support traditional classroom teaching. This paper attempts to develop a model to understand and predict the effect of individual characteristics (technology experience [TE] and personal innovativeness [PI]) and e-LMS quality determinants (system quality [SYS-Q], information quality, and service quality) on the continuous use of e-LMS by instructors, which is critical to its success. A total of 219 instructors using MOODLE responded to the survey. The structural equation model (SEM) was employed to test the proposed research model. The SEM results showed that SYS-Q, PI, service quality, and TE have a statistically significant influence on continuous usage of e-LMS by instructors. Furthermore, all determinants of the research model were given as input to an NN model to overcome the simplistic nature of the SEM model. The NN model results showed that service quality is the most important predictor of e-learning acceptance followed by SYS-Q, PI, information quality, and TE. This paper attempts to develop a causal and predictive statistical model for predicting instructor e-LMS acceptance.     

A linear goal programming approach to determining the relative importance weights of customer requirements in quality function deployment

Quality function deployment (QFD) is a planning tool used in new product development and quality management. It aims at achieving maximum customer satisfaction by listening to the voice of customers. To implement QFD, customer requirements (CRs) should be identified and assessed first. The current paper proposes a linear goal programming (LGP) approach to assess the relative importance weights of CRs. The LGP approach enables customers to express their preferences on the relative importance weights of CRs in their preferred or familiar formats, which may differ from one customer to another but have no need to be transformed into the same format, thus avoiding information loss or distortion. A numerical example is tested with the LGP approach to demonstrate its validity, effectiveness and potential applications in QFD practice.     

Structural equation modeling the use of a risk assessment instrument in child protective services

Risk assessment instruments have been developed to help human service workers identify risk factors associated with abusive families. Many such instruments have been incorporated into management information systems in the form of Decision Support Systems (DSS). This paper reports findings from a case study that evaluated a risk assessment instrument as a decision support tool. Respondents considered “usefulness” of the information a more important factor than how easy the system was to use, the configuration of reports or whether the system was up or not. Focus groups were used to explore how to increase the usefulness of the information.     

Impact of noise on self-rated job satisfaction and health in open-plan offices: a structural equation modelling approach

This study uses a structural equation model to examine the effects of noise on self-rated job satisfaction and health in open-plan offices. A total of 334 employees from six open-plan offices in China and Korea completed a questionnaire survey. The questionnaire included questions assessing noise disturbances and speech privacy, as well as job satisfaction and health. The results indicated that noise disturbance affected self-rated health. Contrary to popular expectation, the relationship between noise disturbance and job satisfaction was not significant. Rather, job satisfaction and satisfaction with the environment were negatively correlated with lack of speech privacy. Speech privacy was found to be affected by noise sensitivity, and longer noise exposure led to decreased job satisfaction. There was also evidence that speech privacy was a stronger predictor of satisfaction with environment and job satisfaction for participants with high noise sensitivity. In addition, fit models for employees from China and Korea showed slight differences.

Practitioner Summary: This study is motivated by strong evidence that noise is the key source of complaints in open-plan offices. Survey results indicate that self-rated job satisfaction of workers in open-plan offices was negatively affected by lack of speech privacy and duration of disturbing noise.     

A systematic approach for improving the quality of official statistics: Case of Korean information and telecommunication industry

With the rapid growth of information and communication technology (ICT) in Korea, there was a need to improve the quality of official ICT statistics. In order to do this, various factors had to be considered, such as the quality of surveying, processing, and output as well as the reputation of the statistical agency. We used PLS estimation to determine how these factors might influence customer satisfaction. Furthermore, through a comparison of associated satisfaction indices, we provided feedback to the responsible statistics agency. It appears that our model can be used as a tool for improving the quality of official ICT statistics.     

Learning through online peer discourse: Structural equation modeling points to the role of discourse activities in individual understanding

Although learning through discourse activities seems well-documented, it is unclear which mechanisms and behavioral variables are involved. What exactly contributes to learning when two or more learners interact in online learning environments? To analyze interrelations between central discourse activities and individual learning outcomes at the level of constructs, we applied structural equation modeling to data collected from 160 dyads engaging in written online learning discourses within a series of homogeneous experiments. We analyzed three theory-based indicators of conceptual elaboration activities during online discourse: the number of questions asked to receive information and expand knowledge, the number of explanations formulated to express individual knowledge, and the amount of on-task discourse. Individual conceptual understanding was represented by objective learning parameters that varied in each particular experimental task. These measured general understanding of the topic addressed and particular understanding of conceptual terms, complemented by the gain in individual self-assessed knowledge. Results of structural equation modeling revealed a strong effect of dyadic conceptual elaboration on individual understanding at the construct level, demonstrating that dyadic elaboration fosters the development of an elaborated individual understanding of specialist concepts and general content knowledge. Moreover, conceptual elaboration was best measured by the number of explanations during discourse. Implications regarding which features of collaborative learning settings promote mutual conceptual elaboration are discussed.     

Using integrated quality function deployment and theory of innovation problem solving approach for ergonomic product design

A multidisciplinary approach integrating method of identification of customer satisfaction needs (CSNs), the House of Quality (HoQ) chart of quality function deployment (QFD), theory of innovation problem solving (TRIZ) and fuzzy group decision-making theory for ergonomic product innovative design and evaluation in the early design stages was proposed. An integrated model and the approach procedures consists of four steps. In step 1, identification of CSNs is based on a data source triangulation approach, questionnaire survey, 5-point liner numeric rating scale, factor analysis, and Cronbach’s coefficient alpha statistic are utilized to guarantee that the CSNs are complete and reliable. In step 2, a correlation matrix is built to identify the critical ergonomic design areas and the key problems are established by analysis of the negative relationships obtained from interrelationship half-matrix at the roof of the HoQ. In step 3, to solve the problems, TRIZ main tools and contradiction analysis are utilized. Several innovative alternatives are generated by combining appropriate Inventive Principles of TRIZ, the critical ergonomic design areas and the ergonomic design principles. In step 4, a general and easy fuzzy group decision-making method for evaluating of the best design alternatives is presented. A case study of the integrated kitchen stove innovative design and evaluation is conducted to demonstrate the applicability of the proposed approach.     

Exploring the role of customer relationship management (CRM) systems in customer knowledge creation

This study explores how customer relationship management (CRM) systems support customer knowledge creation processes [48], including socialization, externalization, combination and internalization. CRM systems are categorized as collaborative, operational and analytical. An analysis of CRM applications in three organizations reveals that analytical systems strongly support the combination process. Collaborative systems provide the greatest support for externalization. Operational systems facilitate socialization with customers, while collaborative systems are used for socialization within an organization. Collaborative and analytical systems both support the internalization process by providing learning opportunities. Three-way interactions among CRM systems, types of customer knowledge, and knowledge creation processes are explored.     

The Relationships among Internal Marketing,Job Satisfaction,Relationship Marketing,Customer Orientation,and Organizational Performance: An Empirical Study of TFT‐LCD Companies in Taiwan

The thin film technology liquid‐crystal displays (TFT‐LCD) industry has become one of the main industries in Taiwan. In this research, we take Taiwanese TFT‐LCD industrial companies as the research objects and try to identify the interrelationships among internal marketing, job satisfaction, relationship marketing, customer orientation, and organizational performance. Although these companies are classified as part of the manufacturing industry, it is suggested that their service components could be the focus of greater attention to enhance the success of their business operations. Analytical results indicate that internal marketing, job satisfaction, and customer orientation have significant influences on relationship marketing as well as the organizational performance of TFT‐LCD manufacturing companies. Therefore, Taiwan TFT‐LCD manufacturing companies need to implement relationship marketing continuously, increase employee job satisfaction, and inspire employees to become more customer oriented in order to increase productivity. © 2012 Wiley Periodicals, Inc.     

Stressful life events and adolescent Internet addiction: The mediating role of psychological needs satisfaction and the moderating role of coping style

Although stressful life events have been shown to play an important role in adolescent Internet addiction, little is known about mediating and moderating mechanisms underlying this relation. Based on the integration of self-determination theory and stress-coping theory, the present study investigated (a) the mediating role of psychological needs satisfaction in the relationship between stressful life events and Internet addiction, and (b) the moderating role of coping style in the indirect and direct relationships between stressful life events and Internet addiction. This model was tested with 998 Chinese adolescents (mean age = 15.15 years, SD = 1.57). Participants filled out questionnaires regarding stressful life events, psychological needs satisfaction, coping style, and Internet addiction. After demographic variables were controlled, stressful life events were significantly positively associated with Internet addiction. Mediation analysis revealed that psychological needs satisfaction partially mediated the association between stressful life events and Internet addiction. Moderated mediation analysis further indicated that the mediated path was weaker for adolescents with higher levels of positive coping style. These findings underscore the importance of identifying the mechanisms that moderate the mediated paths between stressful life events and adolescent Internet addiction.     

Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model

Understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality and justice on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality, justice and customer satisfaction were measured by multiple dimensions. A research model was developed based on this multidimensional approach and was empirically examined with data collected from about one thousand users of mobile value-added services in China. Results show that all three dimensions of service quality (interaction quality, environment quality and outcome quality) have significant and positive effects on cumulative satisfaction while only one dimension of service quality (interaction quality) has a significant and positive effect on transaction-specific satisfaction. Besides procedural justice, the other two dimensions of justice (distributive justice and interactional justice) significantly influence both transaction-specific satisfaction and cumulative satisfaction. Furthermore, both types of customer satisfaction have significant and positive effects on continuance intention. Implications for research and practice are discussed.     

The role of human factors in stereotyping behavior and perception of digital library users: a robust clustering approach

To deliver effective personalization for digital library users, it is necessary to identify which human factors are most relevant in determining the behavior and perception of these users. This paper examines three key human factors: cognitive styles, levels of expertise and gender differences, and utilizes three individual clustering techniques: k-means, hierarchical clustering and fuzzy clustering to understand user behavior and perception. Moreover, robust clustering, capable of correcting the bias of individual clustering techniques, is used to obtain a deeper understanding. The robust clustering approach produced results that highlighted the relevance of cognitive style for user behavior, i.e., cognitive style dominates and justifies each of the robust clusters created. We also found that perception was mainly determined by the level of expertise of a user. We conclude that robust clustering is an effective technique to analyze user behavior and perception.     

Translating the impact of knowledge management into knowledge‐based innovation: The neglected and mediating role of knowledge‐worker satisfaction

The purpose of knowledge management is innovation. However, this study proposes that the existence of knowledge management in the knowledge‐worker's work environment can nurture the overall satisfaction of knowledge worker. As the ultimate purpose of knowledge management is innovation performance, therefore, the satisfaction of knowledge worker as an outcome of knowledge management should be greater innovation performance. Consequently, the purpose of this study is to test the mediating role of satisfaction of knowledge worker between knowledge management and innovation. The study collected the data from 306 knowledge workers (engineers and managers) of software houses from Pakistan. The SmartPLS 3 Version 2.7 software that uses the PLS‐SEM (Partial Least Square‐Structural Equation Modelling) technique was used. The results indicate that satisfaction of knowledge worker mediates between two knowledge management processes (knowledge creation and knowledge sharing) and innovation significantly. However, it does not mediate between knowledge utilization and innovation significantly.     

Understanding the role of an IT artifact in online service continuance: An extended perspective of user satisfaction

Given increasing investment in an IT (information technology) artifact (i.e., online service website), it is becoming important to retain existing customers. In order to help link website design and investment decisions to the strategy for retaining customers, we propose a model by extending the user satisfaction perspective into research on online service continuance. We empirically tested the model within the context of a social network service. The analysis results found that website information satisfaction and system satisfaction play key roles in forming continuance intention through perceived usefulness and perceived enjoyment. It is also noted that computer anxiety serves as an important moderator toward continuance intention. Theoretical and practical implications are offered for better understanding of the role of the IT artifact in online service post-adoption phenomena.