Hybrid journal (It can contain Open Access articles) ISSN (Print) 1756-6975 - ISSN (Online) 1756-6983 Published by Inderscience Publishers[451 journals]
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Authors:Norliza Eileen Ibrahim, Chorng Yuan Fung, Yen Ping Ki, Sueh Ing Su Pages: 115 - 133 Abstract: Organisational culture is pivotal for an effective internal process change. However, findings from past studies were not clear on the relationship between these two variables, particularly in civil service. This study examined the relationship of organisational culture and the effectiveness of internal process change in a civil service department. A quantitative survey was carried out on 194 civil servants in that department. The questionnaire consisted of the internal process subdomain of the balanced scorecard organisational effectiveness survey, the organisational culture (adaptability trait) survey instrument and the respondents' demographic information. The one and two-tail tests were conducted using smart partial least squares (PLS) software. The results show a positive relationship between the creating change and organisational learning indices of the adaptability trait in the organisational culture and the effectiveness of internal process change. The results show that a culture of organisational learning and adaptability could facilitate internal process change. Keywords: organisational culture; organisational change; quality of service; internal process change; civil service Citation: International Journal of Quality and Innovation, Vol. 6, No. 2 (2022) pp. 115 - 133 PubDate: 2022-04-19T23:20:50-05:00 DOI: 10.1504/IJQI.2022.122310 Issue No:Vol. 6, No. 2 (2022)
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Authors:Zuhair A. Al-Hemyari, Waleed Al Rajhi Pages: 134 - 161 Abstract: Continuous quality improvement is an endeavour that higher education institutions (HEIs) undertake to evaluate institutional effectiveness and service quality, and to ensure accountability and transparency to its stakeholders such as academics and students. This study positions academic and student surveys as pragmatic mechanisms that HEIs can rely upon to measure and evaluate the quality of the services that they provide. Using a non-profit HEI in the Sultanate of Oman, this study reveals the significant factors that impact the evaluation of HEI experience among academics and students, which include academic advising, classrooms, electronic management systems, general services, laboratories, learning support services, student affairs and society services, and records and registration services. The numerical results of each survey, each dimension and each statement/indicator are computed, discussed, and compared, and several tests were performed, in order to answer the research questions and hypotheses. The implications of the findings and future research directions conclude the paper. Keywords: quality management; continuous quality improvement; institutional services; students' opinions; academic staff opinions Citation: International Journal of Quality and Innovation, Vol. 6, No. 2 (2022) pp. 134 - 161 PubDate: 2022-04-19T23:20:50-05:00 DOI: 10.1504/IJQI.2022.122331 Issue No:Vol. 6, No. 2 (2022)
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Authors:Mesfin Demissie, Abdi Duga, Birhanu Beshah, Frank Ebinger Pages: 162 - 189 Abstract: Wheat is one of Ethiopia's most important cereal crops in terms of the area of land allocated, the volume produced, and the number of farmers engaged in its production. About 4.7 million farmers produce 3.9 million tons of wheat across 1.6 million hectares of land. Despite the significant potential of the country, some challenges exist to attain wheat self-sufficiency. These challenges spread across the wheat value chain (WVC); wherein quality-related issues are prominent. Therefore, assessing the national quality infrastructure (NQI) service and offering mitigation schemes is a goal to pursue. To do so, this paper evaluates NQI services in the WVC and proposes an improvement mechanism using the CALIDENA methodology. Results show WVC is subjected to a significant number of quality-related issues mainly associated with conformity assessment service (calibration, certification, inspection, and testing) and standards. Finally, the paper concludes with recommendations for NQI service improvement to improve the WVC. Keywords: CALIDENA; quality issues; quality improvement; national quality infrastructure; NQI; wheat value chain; WVC Citation: International Journal of Quality and Innovation, Vol. 6, No. 2 (2022) pp. 162 - 189 PubDate: 2022-04-19T23:20:50-05:00 DOI: 10.1504/IJQI.2022.122313 Issue No:Vol. 6, No. 2 (2022)
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Authors:Md Uzir Hossain Uzir, Ishraq Jerin, Abu Bakar Abdul Hamid, Ahmad Shaharudin Abdul Latiff, Ramayah Thurasamy, A.K.M. Ahasanul Haque Pages: 190 - 230 Abstract: Customer loyalty (CS) is an outcome of all brands, which is hard to come by in the era of social media because customers are very volatile and tend to switch. Thus, this study investigated the influence of quality (product quality, delivery and installation service quality), customer perceived value, and customer satisfaction on loyalty (attitudinal and behavioural) among customers in the marketplace of electronic home appliances, as well as the equivalent moderating influence of brand trust and social media usage in those relationships. This study was conducted in Dhaka and collected data from 486 customers using a structured questionnaire and analysed in partial least squares structural equation modelling (PLS-SEM). The findings revealed that all hypotheses were accepted except delivery service quality on customer satisfaction. These findings contributed to stimulus-organism-response theory and provided several insights to practicing managers in their developing marketing strategies to maintain customer loyalty in electronic home appliances. Keywords: customer satisfaction; brand loyalty; brand trust; product quality; service quality; SOR theory; partial least squares structural equation modelling; PLS-SEM; electrical home appliances; emerging economy Citation: International Journal of Quality and Innovation, Vol. 6, No. 2 (2022) pp. 190 - 230 PubDate: 2022-04-19T23:20:50-05:00 DOI: 10.1504/IJQI.2022.122314 Issue No:Vol. 6, No. 2 (2022)
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Authors:Ahasanul Haque, Naila Anwar Chowdhury, Md Uzir Hossain Uzir, Mohammad Shamsuddoha Pages: 231 - 252 Abstract: Customer loyalty is liable for persevering long-term sustenance of organisations in today's highly competitive business milieu. The present study investigated the various factors affecting customer loyalty towards retailers. Specifically, this study took the initiative to examine the effects of retailer qualities (attribute and awareness) on customer loyalty through the mediating role of customer satisfaction in the light of stimulus-organism response theory. Data were collected through self-administered questionnaires from conveniently selected 270 retail customers in Dhaka, Bangladesh and were analysed through SPSS and CB-SEM tools to test the hypotheses. The results demonstrated that retailer qualities significantly affect customer satisfaction and loyalty, and customer satisfaction was a successful mediator for these relationships. The results will aid marketers in developing marketing strategies for customer loyalty and academically, be an important addition to the literature and extension to SOR theory. The findings will help the researchers in customer loyalty and retailing studies. Keywords: customer loyalty; satisfaction; retailer attribute; awareness; stimulus-organism-response; SOR theory; Bangladesh Citation: International Journal of Quality and Innovation, Vol. 6, No. 2 (2022) pp. 231 - 252 PubDate: 2022-04-19T23:20:50-05:00 DOI: 10.1504/IJQI.2022.122320 Issue No:Vol. 6, No. 2 (2022)
Hybrid journal (It can contain Open Access articles)
[451 journals]
