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Publication date: 29 July 2021

Maria Palazzo, Pantea Foroudi and Maria Antonella Ferri

This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived…

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Abstract

Purpose

This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector.

Design/methodology/approach

The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis.

Findings

This paper presents a conceptual framework that enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived service quality. Based on the results from New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention.

Originality/value

The approach used by this study is partially in line with previous theoretical analyses and shows appealing patterns in international service quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived service quality in the hotel industry.

Available. Open Access. Open Access
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Publication date: 4 May 2018

Herman Fithra, Sirojuzilam, Sofyan M. Saleh and Erlina

Purpose – This study aims to analyze and assess the relation of freight transportation for regional development in the north zone of Aceh. The impact of freight transportation to…

Abstract

Purpose – This study aims to analyze and assess the relation of freight transportation for regional development in the north zone of Aceh. The impact of freight transportation to accelerate the delivery of goods as observed through several indicators including regulation, retribution, freight entrepreneur, trucker, size of truck bin, punctuality, loading and unloading systems on regional planning supporting has been focus of this study.

Design/Methodology/Approach – The freight transportation in north zone of Aceh, covering Lhokseumawe, Aceh Utara, Bireuen, BenerMeriah and Aceh Tengah regencies will be examined. In several indicators including regulation, retribution, freight entrepreneur, trucker, size of truck bin, punctuality, loading and unloading systems the freight transportation will be surveyed for the analysis. The factors which contribute in the development of the area through freight transportation are the economic growth, human resources improvement, management of land use and environmental harmonization. This regional development approach aims to determine a connection between the two variables.

Findings – The results of the study show that variables of freight transportation in several indicators including regulation, retribution, freight entrepreneur, trucker, size of truck bin, punctuality, loading and unloading systems have a significant impact on regional development. It is indicated by the value of 0.214 in the regression weight result.

Research Limitations/Implications – This research has implications on the relation of freight transportation with regard to several indicators including regulation, retribution, freight entrepreneur, trucker, size of truck bin, punctuality, loading and unloading systems on the regional development based on the aspect of economic growth, human resources improvement, management of land use and environmental harmonization.

Practical Implications – The result of this study will be an important input to the Aceh government, county and city governments in the north zone in Aceh to encourage the establishment of a road network to accelerate freight transportation in that region for the development of new economic zones.

Originality/Value – This study suggests that freight transportation has the strongest links to significantly influence the activities of regional development, so it can be recommended for the Aceh government, county and city governments in the north zone of Aceh to orient road network policy towards the development of the new economic area and support the implementation of the special economic zones of Arun, Lhokseumawe.

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