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International Review of Management and Marketing
Number of Followers: 12

This is an Open Access Journal

Open Access journal
ISSN (Print) 2146-4405
Published by EconJournals

[3 journals]

Implementation of Quality Management towards the Internal Service Quality
and Trust in Management and its Impact on Job Satisfaction: The Role of
Moderation of the National Health Insurance System
- Authors: Ridwan Tonny Hasiholan Pane, Djoko Setyadi, Titik Rosnani
  Pages: 1 - 9
  Abstract: This research aims to explain the effects of the Implementation of Quality Management towards the Internal Services quality and Trust in Management and its Impact on Health Workers’ Job Satisfaction and to examine the role of moderation variable of the national health insurance system. The method used in this study was quantitative and research participants were health workers who work in 20 health centers with 365 health workers. The data were analyzed using the statistical method of Structural Equation Modeling with the WarpPLS approach. The results of the study found that the implementation of quality management had a significant effect on (1) internal service quality, (2) trust in management, (3) health workers’ job satisfaction, (4) internal service quality had a significant effect on trust in management, (5) internal service quality had a significant effect on the mediation of the implementation of quality management towards health workers’ job satisfaction (6) trust in management had a significant effect on the mediation of the implementation of quality management towards health workers’ job satisfaction (7) the national health insurance system had a significant effect on the moderation of the quality of internal service towards health workers’ job satisfaction (8) the national health insurance system had a significant effect on the moderation of trust in management towards health workers’ job satisfaction.
  PubDate: 2022-05-14
  DOI: 10.32479/irmm.13015
  Issue No: Vol. 12, No. 3 (2022)
Strategic Leadership Qualities to Enhance the Payment Culture for
Municipal Services within an African Context
- Authors: Prince Enwereji, M. Potgieter
  Pages: 10 - 17
  Abstract: The purpose of this study was to identify the strategic leadership qualities required of municipal role-players to cultivate a payment culture for municipal services in the North West Province in South Africa. A systematic review and comparative study were conducted to compare the strategic competencies of executives in Canada, the United States of America, and the United Kingdom. These are considered leading countries in service provision. The study proposes that municipalities should be visionary and result-driven, and engage people, while collaborating with relevant stakeholders to achieve desired results. The study further recommends that municipal role players adopt strategic leadership to achieve change through a planning and development process that involves assessing future goals and mapping specific actions. Furthermore, municipalities should achieve their goals through a strategic process of analysis, formulation, implementation, and evaluation, all of which entail a number of constituent tasks.
  PubDate: 2022-05-14
  DOI: 10.32479/irmm.13075
  Issue No: Vol. 12, No. 3 (2022)
Service Quality and Students’ Satisfaction in Tanzania’s Higher
Education: A Re-examination of SERVQUAL Model
- Authors: Chacha Magasi, Robert Galan Mashenene, Dorice Munuo Ndengenesa
  Pages: 18 - 25
  Abstract: This study assessed the effect of service quality on customer satisfaction in Tanzanian’s higher education by re-examination of SERVQUAL Model through testing its existing five dimensions, namely; tangibles, reliability, responsiveness, empathy and assurance and one new suggested dimension, namely, compliance. The study was carried out in higher learning institutions situated in Dodoma city. The study employed a stratified random sampling technique to select a sample. The study adopted a cross-sectional research design whereas a questionnaire survey was used to collect quantitative data from a sample of 326 students from higher learning institutions. Descriptive statistics were used to compute the quality of services using perceived service quality (P) and expected service quality (E). Inferential statistics involved a binary logistic regression model to estimate the effect of service quality dimensions and compliance on customer satisfaction. The findings show that service quality in higher education was perceived by students to be below their expectations. The findings from logit model revealed that tangibles, reliability, responsiveness, empathy, assurance and compliance were important variables in predicting students’ satisfaction in higher education.
  PubDate: 2022-05-14
  DOI: 10.32479/irmm.13040
  Issue No: Vol. 12, No. 3 (2022)
An Investigation into Online Shopping Cart Abandonment in South Africa
- Authors: Lesley G. Benson, Tinashe TR Ndoro
  Pages: 26 - 30
  Abstract: The research sought to investigate the factors that impact consumers’ online shopping cart abandonment in South Africa. The factors that impact online shopping cart abandonment which were under investigation included perceived security risks, perceived costs and organisation and research. A quantitative research design was adopted in the study and data was collected from respondents. The respondents consisted of consumers who are over the age of 18 and reside in South Africa. Structural equation modelling was used to analyse the data. The resulted showed that perceived security risks, perceived costs and organisation and research have a statistically significant impact on online shopping cart abandonment. The findings of this study offer businesses insight into the consumer motivations for abandoning their online shopping carts. This area of research has not been fully explored in developing countries, including South Africa.
  PubDate: 2022-05-14
  DOI: 10.32479/irmm.12985
  Issue No: Vol. 12, No. 3 (2022)

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