Open Access Original Research Article

Service Quality, Mediation Effect of Customer Satisfaction, Customer Loyalty, and Moderating Role of Interpersonal Relationship: Case of Four-Star Hotels in Kuala Lumpur, Malaysia

Seyedhossein Nikou, Mohsen Malekalketab Khiabani

Asian Journal of Economics, Business and Accounting, Page 1-18
DOI: 10.9734/ajeba/2020/v19i430309

The importance and prominent role of service quality in service industries are inevitable. Previous scholars have investigated relationships among service quality, customer satisfaction, and customer loyalty with fundamental theories in this research era, as proposed in marketing and psychological behavior.  Ergo, their consistencies have been supported by theoretical justification. This research paper aims to determine the effect of service quality on customer loyalty directly and through the mediating role of customer satisfaction and the moderating role of interpersonal relationships in the four-star hotels located in Kuala Lumpur, Malaysia. This research's developed model consists of four latent variables: service quality, customer satisfaction, interpersonal relationship, and customer loyalty. A quantitative approach through the distribution of 550 questionnaires with a response rate of 69.81 percent was taken. Collected data were processed via IBMSPSSAMOS software. Firstly, reliability and factor analysis in order to ensure normality of the collected data, adequacy of sample size were run. Secondly, utilizing structural equation modeling (SEM) via analysis of moment structure (AMOS) program. Confirmatory factor analysis (CFA) with a two-step strategy was run to hypotheses testing. Thirdly, hierarchical regression analyses were conducted for testing the moderating role of interpersonal relationships. Findings supported the notion that service quality has a positive and direct impact on customer satisfaction and loyalty. Customer satisfaction mediates the relationship between service quality and customer loyalty. Finally, interpersonal relationship moderates the relationship between service quality and customer satisfaction positively. Consequently, the interpersonal relationship moderates the relationship between customer satisfaction and customer loyalty positively. This research's originality and value are for academics, practitioners, and managers in service industries, especially hospitality industries and exclusively managers in the four-star hotels in Kuala Lumpur, Malaysia.

Open Access Original Research Article

Empirical Insights into Supervisory Boards of Listed Companies in China

Julia A. Smith, Yuqi Tian

Asian Journal of Economics, Business and Accounting, Page 19-37
DOI: 10.9734/ajeba/2020/v19i430310

This paper addresses a gap in the literature by presenting novel empirical insight, accorded by privileged access to prejudications and legal decisions, into corporate governance in China. A main aim of our work was to assess whether calls for reform of the regulatory system are warranted. We present an inductive piece of research into two-tier boards in Chinese listed companies, incorporating a board of directors and a supervisory board, appointed by and reporting to the shareholders’ meeting. Through unique primary-source evidence, and additional evidence from recent legal cases, we illustrate the problems faced by organizations that have had to contend with the inherent difficulties of corporate governance in China. Our findings suggest that the supervisory board, in practice, has limited power, given the conflicting roles of the various members, and that corporate governance might be better maintained by a greater transfer of power to independent directors.

Open Access Original Research Article

The Impact of Intra-organizational Brand on Customer Loyalty and Organizational Performance: Special Reference to Iran Insurance Company in Tehran, Iran

Afsaneh Parsamand

Asian Journal of Economics, Business and Accounting, Page 38-47
DOI: 10.9734/ajeba/2020/v19i430311

This study was conducted with the aim to investigate the role of intra-organizational brand and its utilization in purchasing portfolios of companies listed in the stock exchange with the approach of customer loyalty and organizational performance. The research method is descriptive-correlational. To this end, the researcher considered all employees of Iran Insurance Company in Tehran, which consisted of 440 people, as a statistical population. Using Cochran's formula, 210 people were determined as the sample size, and a non-random convenience sampling method was employed. In this study, the customer loyalty questionnaire, intra-organizational brand survey questionnaire, and organizational performance questionnaire were exploited. The content validity of the questionnaires was approved, and the reliability of the questionnaires was confirmed through Cronbach's alpha coefficient. For the data analysis, the Pearson correlation test was used. The results of the test indicated that the relationship between all variables of the research was significant, and the research hypotheses were confirmed. The results of the study demonstrate that as the t value is above 3, and the significance level is less than 0.05, so all research variables are significant.

Open Access Original Research Article

Effect of Cashless Policy on Deposit Money Banks Profitability in Nigeria

Clem Nwakoby, Kenechukwu Origin Chukwu, Ezekiel Okoh Oghenetega

Asian Journal of Economics, Business and Accounting, Page 48-63
DOI: 10.9734/ajeba/2020/v19i430312

The effect of cashless policy on deposit money banks is expected to increase the profitability of banks; it lowers the operational costs and curbs corruption. As such this study tends to ascertain the effect of cashless policy on deposit money banks profitability in Nigeria from 2009 to 2019. Secondary data from the Statistical bulletin of Central Bank of Nigeria was used in the study and the ARDL Auto-regressive Distributed lag model was used as a method of data analysis. The explanatory variables are Point of Sale (POS) Terminal, Automated Teller Machine, Mobile Banking, and Web Payment while the dependent variable is Profit before Tax. The result from the research indicates that cashless policy has a negative and insignificant effect on profit before tax of deposit money banks in Nigeria within the study period. The study, therefore, makes the following recommendations; banks should educate their customers more on the importance of cashless policy and some of the innovative products they are bringing in the market. They should also improve their financial infrastructure. Power generation and distribution should be improved upon as no electronic banking can take place without adequate power supply. Banks should set up appropriate security processes and use up to date programs to limit the effects of fraud on their products.

Open Access Original Research Article

Employee Perception of the Impact of New Technology on Organizational Performance: A Case Study of Anuzo Palm Kernel Oil, Emene, Enugu, Nigeria

Anthonia Nneka Egbosionu

Asian Journal of Economics, Business and Accounting, Page 64-70
DOI: 10.9734/ajeba/2020/v19i430313

This study was a critical analysis of the employee perception of the impact of new technology on organizational performance. It was motivated by the often reported employee misalignment with the organizational objective of enthroning new technology as a way of staying afloat in the competition-ridden business climate. The objectives were to: Ascertain the perceived influence of acquisition of new technology on customer loyalty at Anuzo palm Kernel oil in Enugu, and to (ii) determine the extent to which introduction of new methods of production affects customer repeat purchase at Anuzo Kernel palm oil in Enugu. The study employed a quantitative situation analysis study (SAS) approach. In this approach, the quantitative opinion survey technique was employed in gathering data. The data were analyzed statistically. The result of the study shows that the employee of the organization, therefore, sees it as a medium towards effective management and consistent delivery of services to customers which in turn brings about repeated purchases and loyalty from the customers.