International Journal of Management and Business Studies

International Journal of Management and Business Studies ISSN 2167-0439 Vol. 9 (9), pp. 001-009, September, 2019. © International Scholars Journals

Full Length Research Paper

A study of customer satisfaction, customer loyalty and quality attributes in Taiwan’s medical service industry

Hsiu-Yuan Hu¹, Ching-Chan Cheng², Shao-I Chiu³* and Fu-Yuan Hong³

¹Department of Food Technology and Marketing Management Taipei College of Maritime Technology, Taipei City, Taiwan and Teaching Director, Da Chien Health Medical System, Miaoli City, Taiwan.

²Department of Food and Beverage Management Taipei College of Maritime Technology, Taipei City, Taiwan.

³The Center for General Education, Taipei College of Maritime Technology, Taipei City, Taiwan.

Accepted 15 June, 2019

Abstract

Measurement of customer satisfaction in behavioral health services has received increasing emphasis due to clinicians' and researchers' desire to measure outcomes that reflect the patient's unique perspective. This study examined how overall customer satisfaction and customer loyalty associate with the medical service quality attributes offered in Taiwan using Kano’s integrated model and the Customer Satisfaction Index Model. The results show that customer satisfaction was influenced by the one-dimensional and attractive attributes, and negatively affected by customer complaints. Surprisingly, the must-be attributes could not predict customer satisfaction, which suggests that competitive convergence played a role within the Taiwan context. As well, customer loyalty proved to be independent of customer satisfaction and customer complaints, which may have been due to the barriers erected to dissuade patients from changing to a new provider. The major finding suggests that hospital managers should identify and emphasize the relevant one-dimensional and attractive attributes so as to increase patient satisfaction levels. Other findings reveal new insights for researchers concerned with the quality of medical services offered in Taiwan, as well as for hospital managers who must distribute their limited resources in order to achieve the highest possible patient satisfaction.

Key words: Kano’s model, customer satisfaction index model, medical service quality.

International Journal of Management and Business Studies ISSN 2167-0439 Vol. 9 (9), pp. 001-008, September, 2019. © International Scholars Journals

Full Length Research Paper

Farmers' perceptions of farmer organizations in rural areas

Hacer Celik Ates¹* and Mustafa Terin²

¹Department of Agricultural Economics, Faculty of Agriculture, Suleyman Demirel University, Isparta, Turkey.

²Department of Agricultural Economics, Faculty of Agriculture, Ataturk University, Erzurum, Turkey.

Accepted 26 May, 2019

Abstract

Agricultural organizations are important tools in enhancing the living standards in rural areas; better utilizing farmer’s resources, increasing revenues, and achieving agricultural development. Organizational development in rural areas in Turkey is not at a desired level yet. It is very clear that organizing is for the benefit of farmers. Despite this, it is necessary to determine perceptions of farmers about farmer organizations in order to understand the reasons for their not being organized. This study is undertaken to determine the perception of farmers about organization of producers in rural areas. The research is carried out in the province of Van in eastern Turkey. The study material consists of primary data collected from 118 major producers through a questionnaire. As a result, it is determined that a meaningful relationship exists (P<0.05) between the producers’ desire to become a member of farmer cooperatives and the level of education. There is also a meaningful relationship between the level of income and the belief that a farmer organization can be beneficial, as well as between the level of income and the desire to become a member of a cooperative (P<0.05). It is seen that the level of desire to become a member of cooperative increases as the level of education increases. The results show that the producers do not trust the organizations fully (50%) and that they believe that there is unfair preferential treatment of some members (30 - 33%). There is a meaningful relationship between the realization of members’ expectations and the success of their cooperatives (P<0.05). According to these results, the farmers who realize their expectations within cooperative see the cooperative as a successful one.

Key words: Farmer organizations, extension, perception, organization.

International Journal of Management and Business Studies ISSN 2167-0439 Vol. 9 (8), pp. 001-012, August, 2019. © International Scholars Journals

Full Length Research Paper

The challenges of the customer services for modern market requests: A case study of ¨Telecom Serbia¨

Borislav Kolarić¹*, Leposava Grubić Nešić² and Slobodan Radojčić³

¹Telecom Serbia˝a.d. Belgrade, IJ Sremska Mitrovica, Serbia.

²Faculty of Technical Sciences, Novi Sad, Serbia.

³Municipality of Irig, Irig, Serbia.

Accepted 15 March, 2019

Abstract

A new review of telecommunication business in modern economic environment indicates that there is no existence without accepting modern marketing approach. There must be a strong focus on the organizational design, which create an internal environment that is supportive to the empowerment of customer centred employees. The goal of the research consisted in the identification of the internal factors for which it was assumed that they had a relevant impact on employess skills in customers services. The ground research of this study comprised a sample of the epmloyees from all customer services of “Telecom Serbia” in Srem province of Serbia. The basic assumption was that there exist a correlation between internal marketing and employess skills, and this study has proved it. The scientific information from this article could be interesting for domestic telecomuncations companys and their management and all services organizations.

Key words: Internal marketing, customer service, employee development, customer relationship management.

International Journal of Management and Business Studies ISSN 2167-0439 Vol. 9 (8), pp. 001-014, August, 2019. © International Scholars Journals

Full Length Research Paper

The effects of a project’s social capital, leadership style, modularity, and diversification on new product development performance

Li-Yueh Lee¹*, Chen-Su Fu², Shu-Min Li² and Shang-Min Chen²

¹Department of International Trade, Kun Shan University, Taiwan.

²Department of Business Administration, National Cheng Kung University, Taiwan.

Accepted 14 May, 2019

Abstract

Due to the rapid advances in information technology and the dynamic business environment, firms are facing more and more competitive challenges. To overcome this, many companies are trying to create new products to maintain their competitiveness. This study aims to explore the key success factors of New Product Development (NPD) performance from the perspectives of social capital, leadership, modularity and diversification of project team members. Therefore, the major research objective of this study is to develop a comprehensive research framework to integrate the effects of social capital, project leadership style, modularity, team member diversification, and NPD performance. Interviewing 500 senior leaders of NPD teams from different manufacturing firms in Taiwan, this study found that: (1) a higher level of participating and selling style of leaderships with a higher level of social capital generate better NPD performance, (2) a higher modularity level of a new product results in better NPD performance, and (3) team member diversification, however, does not have significant impacts on NPD performance. The managerial implications, limitations and future research directions of this work are also provided.

Key words: NPD performance, modularity, leadership style, social capital, project team diversity.