Bank Service Quality in Ethiopia: the Case of North and South Gondar Zones

Abebaw Kassie 동아시아경상학회 2014 The East Asian Journal of Business Economics Vol.1 No.4

The main objective of this study was to test the impact of service quality dimensions on customer satisfaction. The conceptual model proposed in the study postulated that service quality impacts on customer satisfaction directly. The model also postulated that service quality has a positive relationship with customer satisfaction, and tested them through Multiple Regression to find their significance. Questionnaires were distributed to gather data. The SERVQUAL instrument has a useful diagnostic role to play in assessing and monitoring service quality in banks. The results of the study confirmed the five factors of service quality with customer satisfaction were significant in all factors of service quality. Reliability, Responsiveness, Empathy, Assurance, and Tangibles are significant determinants of customer satisfaction. Thus, service quality can be used to predict customer satisfaction. The research has shown a positive relationship between service quality and customer satisfaction. This research concluded that service quality is the basic and also most important factor that impacts customer satisfaction. This finding reinforces the need for banks managers to place an emphasis on the underlying dimensions of service quality, especially on Assurance, and should start with improving service quality in order to raise customer satisfaction.

A Study on the Customer-based Pricing Approach for Railway Fare of Express Trains

김규배(Gyu-Bae KIM),강성욱(Sung-Wook KANG) 동아시아경상학회 2021 The East Asian Journal of Business Economics Vol.9 No.4

Purpose – Among the various pricing approaches that can be used to set fares for express trains, this study explores a method of utilizing a customer-based pricing approach. The purpose of this study is to figure out how to apply the customer-based pricing approach to setting fares for new railway services using express trains. Research design, data, and methodology – This study was conducted through a literature review and case studies. In the literature review, we performed an overview of three approaches to pricing and then examined the customer-based pricing approach and the methods of its application. In the case studies, we investigated how a customer-based pricing approach can be applied to determining the fares for railway services. Result – There have also been studies using a customer-based pricing approach to set railway service rates, which have applied the concepts of customer-based pricing such as demand, elasticity, value and willingness to pay. The customer-based approach can be actively used in conjunction with other pricing approaches for setting fares of new railway services. Conclusion – This study demonstrates that a customer-based pricing approach can be useful when making decisions about railway fares. By applying a customer-based pricing approach to setting fares for new railway services using express trains, railway operators can utilize new service rates and increase the profitability of the railway business.

Qualitative Research: Impact of Corporate Climate on Employee Capability

강은구(Eungoo KANG) 동아시아경상학회 2021 The East Asian Journal of Business Economics Vol.9 No.4

Purpose – The corporate culture s energy is recognized to go through the company and facilitate a new balance to realize success, which means that the culture in an environment of various organizations affects the performance of its employees. The purpose of the current research is to investigate the impact of organizational culture on employee performance. Research design, data, and methodology – The current research conducted a qualitative content analysis. The primary research approach applied by qualitative content analysis is an inductive methodology, and this approach is a type of reasoning that seeks the application of logic, which later helps develop a theory that will guide the future research. Result – Research findings of the present study indicated that five solutions to the problems encountered through the execution of culture are attached to how effective the organizational culture are when workers execute. Thus, culture is realized to boost structure, because the structure of an organization elevates the behavior of the organization. Conclusion – Workers will be aware of both the negative and positive implications of executing culture in the organization. Therefore, organization managers must learn that various employees are vital people in their vicinity, and creating a culture that would make a good rapport with them is vital.

A Study on Changes in China s Distribution Market and Firms’ Response Strategies

김병구(Byoung-Goo KIM) 동아시아경상학회 2021 The East Asian Journal of Business Economics Vol.9 No.4

Purpose – This study investigated the development process of the Chinese distribution industry and analyzed the current status of China s offline and online distribution industries under the development process of the Chinese distribution industry. In addition, the current status of offline distributors in China and representative companies were analyzed as case studies. Research design, data, and methodology – This study analyzed the overall environment of the Chinese distribution industry by using literature data. Then, this study conducted a case analysis using RT Mart and Jingdong, major companies in the distribution industry. Result –The main research results of this study show that the Chinese distribution market has already matured, and retailers are fiercely competing to secure sales and operating profits through various methods such as finding new management methods, improving awareness and customer loyalty by expanding the number of stores. Conclusion –Recently, the characteristic of China s distribution industry is that the boundaries of distribution are breaking down. Chinese retailers are taking strategies to expand the scope of services by erasing the boundaries of distribution. In other words, distribution companies are promoting a borderless distribution strategy in which consumers purchase products online and offline without restrictions on time and space. In addition, small stores in residential areas are on the rise compared to large-scale stores in the city center. The existing distribution industry operates various types of distribution stores to prepare for the post-COVID-19 crisis.

Managing Employee Work Stress using Health Psychology

도희정(Hee-Jung DO) 동아시아경상학회 2021 The East Asian Journal of Business Economics Vol.9 No.4

Purpose – Work stress environment is expanding alongside the speed of worldwide change and Psychological well-being concerns are coming about because pressure over-burden can bring about lost workdays, lower representative usefulness, and high occupation turnover rates. For this reason, the current study investigates to provide how practitioners can manage employee work stress using health psychology based on numerous prior studies. Research design, Data, and methodology – Qualitative textual research involves collecting and analyzing various non-numeric data to establish different concepts or opinions in prior literature. That means that the present researcher carried out qualitative research in multiple ways, investigating many kinds of previous textual data, such as prior published peer-reviewed resources and case studies analysis, Content analysis is a research technique that is primarily applied in qualitative research methods. Result – The results revealed that directed symbolism has also been displayed to improve prosperity and tranquility among employees with an assortment of persistent infections. Like diaphragmatic breathing, reflection practices consolidate zeroing in on a particular article or sensation (like breathing) while at the same time separating from other distracters and controlling inward encounters (for example, feelings, musings) through non-critical acknowledgment. Conclusion – This research proposes that intellectual rebuilding or figuring out how to perceive maladaptive musings and change them to reflect more versatile; judicious idea examples can fundamentally further develop temperament, diminish pressure, and reduction negative feelings for employees.

The Necessity of Environmental Education for Employee Green Behavior

우은정(Eun-Jung WOO) 동아시아경상학회 2021 The East Asian Journal of Business Economics Vol.9 No.4

Purpose – The current study explores and investigates pro-environment human resource management attributes like an organization’s leadership support, training, empowerment, and motivation practices to encourage employees to adopt an environmentally friendly lifestyle, leading to the success of the pro-environmental initiatives pursued by the organization. Research design, data, and methodology – The research subject is a considerable determinant that helps the research choose which qualitative textual analysis will suit that specific research. This study is suitable to conduct qualitative textual research because the justification for the qualitative content analysis used by a researcher is guided by the subject of the research, the available funds, the available time, and the research objectives. Result – Various solutions have been identified to ensure that all interventions taken by an organization, especially in educating and training their employees, are efficient, effective, and impactful. They revolve around the individual group, organizational, societal, and government policy approaches. Conclusion – Consequently, combined efforts involving employees, society, organizations, and the government are necessary for formulating and implementing a practical course of action. This is to end the ongoing environmental degradation and foster positive behavioral change that involves activities and initiatives that will improve environmental performance for current and future generations.

Analysis of Organizational Effectiveness Antecedents: Focus on Human Resource Management Practice and Moderating Effect of Firms’ the Status Quo

김보인(Boine KIM),조명현(Myeong Hyeon CHO) 동아시아경상학회 2021 The East Asian Journal of Business Economics Vol.9 No.4

Purpose – In a difficult time for a firm, it seems impossible to change circumstances by a firm. Nevertheless, the firm must do whatever it can do by however it can do. Therefore, the purpose of this study is to analyze the effect of HRM practice on organizational effectiveness with the status quo of the firm as a moderator. Based on the result of this study, the managerial implication could be suggested as a contextual response to each status quo of the firm in improving and managing organizational effectiveness by HRM practice. Research design, data, and methodology – This study measured organizational effectiveness with employee satisfaction and organizational commitment. HRM practice includes two HR management areas, HR system, and HR attitude. HR system includes education & training and additional wage welfare. HR attitude includes employee stress and empowerment. As for the status quo of the firm, this study considered three construct; firm feature, strategic feature, environment change feature. This study analyzed 397 employees of 24 company data from the 7th HCCP of KRIVET. Result – Hypothesis 1 through Hypothesis 3 were partially supported. The results of this study suggest that to increase organizational effectiveness(job satisfaction and organizational commitment), employee stress and education & training participation need to be managed. And circumstance of an organization as given the Status Quo of the firm needs to be managed differently like firm size, environment change in demand, and technology. Conclusion – This study suggests best-practice implications based on the result between HRM practice and organizational effectiveness. And also suggest differentiation in management to increase the best-fit in management.

A Study on the Customer Value of Airline s SNS: Focused on Improving Customer Satisfaction by Customer Value Type

Youn-Jae YIM,So-Yeon PARK,Hye-Yoon PARK 동아시아경상학회 2021 The East Asian Journal of Business Economics Vol.9 No.3

Purpose - The research was conducted to understand how the values of customers using airline SNS affects customer satisfaction and trust. By finding out which characteristics of customer values lead to customer satisfaction and gaining trust, research concludes with suggestions for various airlines to utilize such characteristics to maintain customers through SNS. Research design, data, and methodology - The data were collected from May to July 2020 for two months from the people who used SNS operated by domestic airlines. 342 samples were selected and used as final samples for the study. Result - The results of the relationship between customers’ values and customer satisfaction amongst those who use airlines’ SNS show that practical, pleasure and social components all have a positive effect on customer satisfaction. The relationship between customers’ values and customer trust amongst those who use airlines’ SNS show that practical and pleasure components have a positive effect on customer trust while social component didn’t yield a positive impact on customer trust. Conclusion - Identifying and understanding SNS users’ value structure and providing specific guidelines for customer value components can help demonstrate the causal relationship between customer value components, customer satisfaction, and trust. Also, evidence of applicable customer value theory could be provided.

Corporate Patent Management and its Relationship with Creating Commercial Value

Ikkyung SUNG 동아시아경상학회 2021 The East Asian Journal of Business Economics Vol.9 No.3

Purpose - Corporate patent management refers to an organization belonging to the government or an intergovernmental organization that plays a bigger role in controlling patents. The purpose of the present study is to investigate and suggest brief solutions regarding how companies should manage their patents, maximizing their commercial values. Research design, Data, and methodology - Since the current researcher needed to optimize authenticity, the datasets were used primarily for collecting data from various sources examined by peers. This research used a claim from PRISMA (preferred reporting items for systematic reviews and meta-analysis) to identify prior studies within the limits of the sample. Result - The results revealed that corporate patent management is faced with different problems in the course of its operations. It faces many different critics from the outside world; therefore, a need to solve those problems. This study strongly suggests there are seven solutions to manage companies’ patents. Conclusion - The conclusion of this study points out that The prolonged period has given some business organizations a competitive advantage over others especially that belong to industries that have a lower propensity to adopt patent rights. As a result, some business organizations have grown relatively faster than others within the long period they remain as patent rights members.

Exploring Effects of Perceived Justice and Motivation on Satisfaction in Higher Education

Nguyen Van BAO,Yooncheong CHO 동아시아경상학회 2021 The East Asian Journal of Business Economics Vol.9 No.3

Purpose - For many Vietnamese students, the national high school graduation examination is one of the most important exams in their lives, transitioning from high school to tertiary education. Considering that the national examination is exceptionally important for admission of higher education, failure of management system and educational inequalities lead to serious academic concerns. By using the concept of justice and motivation, the current study aimed to explore the effects of justice dimensions and motivation on student satisfaction in the context of education, specifically focusing on the national examination for higher education. Research design, data and methodology - In this regard, this study proposed a conceptual model and conducted an online survey to test relevant hypotheses. Result - The empirical findings of the study found that procedural, distributive justice, and intrinsic motivation affected the level of student satisfaction. The results found that distributive and procedural justice and intrinsic motivation showed significant on satisfaction. Conclusion - The results of this study would be useful for policymakers to make more informed choices and also suggest further programs and projects of the Vietnamese government, aiming to develop the system of university admissions in the future. This study suggests that adoption of better management system and policies will significantly affect academic satisfaction and higher education environment.