The paper focuses on understanding fintech and the application of fintech in the banking sector in Vietnam. To solve this research objective, the authors analyze fintech development trends, especially the fintech application in the banking sector in Vietnam. To improve the quality of fintech services at banks, the authors conducted consideration of factors affecting customers’ intention to use fintech services. To accomplish this, the authors collected data through a survey of 620 customers of the banks located in Ho Chi Minh City – the largest economic center in Vietnam. For the analytical method, the authors used multivariate regression to estimate the research model. Research results show that fintech service is very important for the banking sector in Vietnam. Moreover, this paper has achieved great success by identifying the factors that influence customers’ intention to use fintech services. Accordingly, the intention to use fintech (INT) services is positively affected by the perception of usefulness (PU), social impact (SI), customer trust (TRU), and perceived ease of use (PEU). Based on the results of this study, bank managers will have a basis to improve the quality of fintech services. Not only that, the results of this study are also valuable for policymakers and researchers.
This study aims to analyze and confirm brand awareness’ role in influencing the repurchase intention both directly and indirectly on customer satisfaction variables and repurchase intention variables. The contribution brought by this study is to reflect manifest variables such as recall, purchase, and consumption. The number of respondents in this study was 200 samples using the online survey data collection method (Google form), while the research approach is quantitative explanatory. The data analysis test tools include the Structural Equation Modeling (SEM) approach with AMOS as a statistical data analysis software and Sobel test to indirectly test the relationship. This study consists of four hypotheses, of which three hypotheses are positively and significantly related (brand awareness on repurchase intention, brand awareness on customer satisfaction, and customer satisfaction on repurchase intention). Through indirect relationship, namely, brand awareness on repurchase intention through customer satisfaction, the study showed no significant effect. In a comprehensive way, this study emphasizes the factor of customer satisfaction as a determinant of consumer loyalty and repurchase intention. Therefore, creating optimal customer satisfaction, service excellence, promotion and massive advertising, guaranteeing the safety and ease-of-use apps, and ease of shopping, especially for e-commerce industry, is a serious concern.
The purpose of this study is to investigate the impacts of business service quality on satisfaction, commitment, performance, and loyalty in higher education. A survey was given to undergraduates involved in business through employment and start-up companies at a private university in Korea. With 252 respondents, this study used exploratory factor analysis and reliability analysis to verify the reliability and validity of measured variables. Multiple regression was employed as a statistical method for the hypotheses of the study. The research questions were: 1) How do education SERVQUAL factors (tangibles, responsiveness, reliability, assurance, and empathy) affect customer satisfaction? 2) How do education SERVQUAL factors affect customer commitment? 3) How does customer satisfaction or commitment affect education performance? 4) How does customer satisfaction, commitment or performance affect their loyalty in higher education? The findings show that most dimensions of business service quality have effects on satisfaction and commitment, and satisfaction and commitment have a positive effect on performance. Additionally, satisfaction, commitment and performance all have an effect on loyalty. This study confirmed the need for the improvement of business service quality in a private university. Additionally, it highlighted the importance of user satisfaction, commitment and performance in order to increase the loyalty level of undergraduate students.
The purpose of the paper is to explore the country-of-origin (COO) influence on the buying decisions of the United Arab Emirates (UAE) consumers. The collected data from 370 consumers were summarized and coded by using Software R Studio and Microsoft Excel. The independent variables were analyzed and tested for their significant impact on the dependent variable, final buying decision of the product/ service based on its country of origin. The selected hypotheses tested by administering the Kruskal-Wallis (K-W) hypothesis testing technique. The researchers identified that UAE consumers buying decisions influenced mainly by the country of origin of the products and services. The demographic variables like age, education, country of origin influential factors, country of choice was not displaying any significant impact on the buying decisions of consumers. The survey is limited to cover the general consumers of the country who are randomly selected from Dubai and Sharjah emirates. The study is beneficial to all the types of marketers, including domestic and international companies, who have plans to know the exact influence on consumers’ buying decisions. The present research paper is original and provides empirical evidence on the country of origin’s impact on the buying decisions of different products/services in the UAE.
The study aims to investigate factors affecting enterprise’s satisfaction and loyalty toward the Social Security’s online public services, looking at the case of Thanh Hoa province, Vietnam. This study employs samples with 216 enterprises that use online public system of Thanh Hoa province’s Social Security. The research model is closely linked to the SERVQUAL model developed by Parasuraman, Zeithaml and Berry (1988). We propose 23 scales that constitute the quality of service, three scales that constitute Customer Satisfaction and three components that constitute Customer Loyalty. This study use the tool of Exploratory Factor Analysis (EFA), Cronbach’s Alpha test, Confirm Factor Analysis (CFA) and Structural Equation Modeling (SEM) in order to address the question of satisfaction and loyalty. The result shows that the factor with the most impact is Reliability, next is Capacity of staffs, Tangibles, Attitude of staffs, and the least impacting factor is Empathy; moreover, the results also show that Satisfaction has a strong impact on Customer Loyalty. The findings of this study suggest that Thanh Hoa province’s Social Security should: (i) strengthen the reliability of online service system; (ii) build capacity for staffs; (iii) develop the responsiveness of electronic transactions systems; and (iv) improve the empathy of staffs.
This study provides the empirical testing to test the influences of contemporary leadership styles (i.e., transactional and transformational) on job satisfaction and customer satisfaction as the mediating variable between job satisfaction and customer loyalty. The approach utilized in this study was a quantitative research design using a survey model. The participants of this study were recruited from 160 front-liners in the airline’s industry in Indonesia. This study employed 160 front liners (flight attendants, reservation/ticketing, and check-in-counter officers) who worked in Branch Office/General Sales Agent of Indonesian commercial airlines. The studied airlines serve domestic routes based at Soekarno-Hatta International Airport. Furthermore, the data were examined the four developed hypotheses by using Structural Equation Modeling (SEM). The primary results are: First, in the context of job satisfaction, both leadership styles (i.e., transactional and transformational) have similar influences; Second, job satisfaction affects customer satisfaction positively and significant, Third, customer loyalty is driven by passengers’ satisfaction when they are utilizing the airline services. The findings imply that the working-role encouragement is essential to maximize the productivity of front-liners to serve their customer well. This research supports on developing the general knowledge based on leadership styles in the context of the airline’s industry in managing the human resources strategically.
The introduction of self-service technologies (SSTs) in retail stores aims to provide customers with a more satisfying shopping experience. Many retailers are increasingly turning toward the adoption of self-service technologies in providing services directly to customers. Given that previous SST research has focused mainly on the impact of the introduction of SST on customer responses, the present study explored the impact of the presence of employees in the relationship between SST and customer responses. Based on the two ground theories, motivation-based theories of behavior and social impact theory, this study tested the relationships between shopping motivations, SST use intention, and retailer attitude. Moderating effects of the presence of employees on the three relationships were also tested. Data were collected using an online survey and analyzed through structural equations modeling. Test results showed that both hedonic and utilitarian shopping motivations effect on SST use intentions, and SST use intentions effect on retailer attitude, subsequently. Although the presence of employee did not moderate the relationship between shopping motivations and SST use intentions, the employee presence moderated the relationship between SST use intentions and retailer attitude. The impact of SST use intentions on retailer attitude was higher in the high presence of employee group than in the low group.
Service quality of any institution is a pull factor for attracting and retaining the customer. The present study examines the customer satisfaction level toward the quality of service offered by the Islamic banks in Oman. It also aims to find out which dimension influences customer satisfaction more concerning the other dimension chosen for the study. To fulfil the need of the study, a structured questionnaire is distributed amongst 100 customers of Islamic banks. The random stratified sampling technique is used for the collection of the data. The collected data is analyzed using the correlation and the multiple linear regression techniques. The result of the study indicates that timely service provided by the banking personnel has a mean score of 4.57, bank staff readiness to serve the customer has a mean score of 4.36, and the security of the banking operation has a mean score of 4.37 occupies the highest rank in their respective dimension chosen for the study. The study reveals that all three dimensions of quality of service represented by Services Reliability, Services Responsiveness and Services Security have a positive and significant correlation with customer satisfaction. The regression results also indicate that all three dimensions influence customer satisfaction of the Islamic banks.
The purpose of the research is to identify antecedents of mobile wallet continuance intention in Vietnam. A self-administered questionnaire was distributed to collect data from a total of 276 respondents. Partial least squares structural equation modeling was employed for analyzing the data. Five mobile wallet features – mobile application quality, mobile wallet familiarity, situational normality, payment security, and feedback mechanism – are introduced as fundamental elements, which influence customer’ continuance intention to use mobile wallet in Vietnam. The results indicate that mobile quality application and familiarity can significantly influence perceived ease-of-use (PEOU) and perceived usefulness (PU), but situational normality has an impact only on PEOU. PEOU and PU are positively related to satisfaction. On the other hand, payment security and feedback mechanism affect positively customer’ trust. As a result, the positive effects that satisfaction and trust have on electronic wallet continuance intention are confirmed. The findings can be used to advise mobile wallet providers to improve their platform design and services to retain users. As a theoretical contribution, this study combines the Technology Acceptance Model, Unified Theory of Acceptance and Use of Technology to investigate the key determinants on continuance intention in the context of electronic wallet in Vietnam.
This research investigates the relationship among product quality, service quality, perceived value, customer satisfaction, and behavior intentions. Validated measurements were identified from a literature review. The measurement model and the conceptual model depicting hypothesized relationships were evaluated based on responses from 220 customers using confirmatory factor analysis and structural equation modeling. The testing results show that, for the direct path, product quality has a significant, positive influence on customer satisfaction, and behavioral intentions. Also, perceived value directly influences customer satisfaction and behavioral intentions and satisfaction is an antecedent of behavioral intentions. For the indirect path, service quality has a significant, positive influence on behavioral intentions through the customer satisfaction. The major finding of this study suggest that service quality easily attract more customers, especially the young consumers. About the sale personnel, communication skills, knowledge and ways of treatment to customers are crucial to retailers to gain competitive advantage over competitors. Therefore, it should have clear and consistent processes, procedures with criteria that create the best condition for organization and individual to open this kind of retailing store. Furthermore, product quality improvement is essential; all products must have clear originality; and diversifying products and services is also the way to appeal more consumers.
International business research presents a broad consensus on the importance of dynamic capabilities in the internationalization of SMEs. However, there is a lack of research on assessing the impact of dynamic capabilities and the level of SMEs’ internationalization operating in a turbulent and dynamic business environment. This study examines the impact of environmental dynamism and three sets of dynamic capabilities, namely, sensing, seizing, and reconfiguring capabilities on internationalized SMEs’ geographic scope. In addition, this research examines the association between internationalized SMEs’ characteristics: SME’s age, size, and SME owner/manager’s international experience and SMEs’ geographic scope. This study used a quantitative research and employed survey questionnaires to collect data from 305 internationalized Malaysian manufacturing SMEs. Anova tests and Chi Square tests were employed to analyze data collected from respondents using SPSS. Research findings revealed that environmental dynamism and dynamic capabilities have a significant impact on internationalized SMEs’ geographic scope, however, none of the internationalized SMEs’ characteristics had a significant relationship with their geographic scope. The result of this research suggest internationalized SMEs owner/managers need to possess sensing, seizing and reconfiguring capabilities, and monitor business environmental dynamism to increase their geographic scope. This paper ends with drawing a set of concluding remarks and recommendations.
This study aimed to analyze evidence of the effect of perceived ease-of-use, perceived usefulness, and perceived security on the citizen’s intention to use e-Filing with information technology readiness as an intervening variable. This study used primary data collected from Civil Servants Taxpayers, Indonesian National Armed Forces, and State Police of the Republic of Indonesia in Semarang City. One hundred fifty questionnaires were distributed, and 126 were processed and analyzed. The multiple linear regression and path analysis were employed to test the hypotheses. The results indicated that perceived ease-of-use and perceived security had a positive effect on the use of e-Filing, while perceived usefulness has no effect on the use of e-Filing. In addition, readiness of information technology did not mediate the relationships among the perceived ease-of-use, perceived usefulness, and perceived security on the use of e-Filing. This study implies that Directorate General of Taxes, as a provider of e-Filing services, may improve the quality of e-Filing, especially in terms of ease and security. It is because, based on the results of this study, both aspects have been empirically proven to be able to increase intention to use e-Filing in reporting the annual notification letter.
The purpose of the study is to explore the psychological empowerment of the worker as a moderator to explain the link between knowledge sharing and innovative work behaviour within the telecommunication sector of Saudi Arabia. This study is based on a quantitative approach, having collected data through a series of questionnaires developed on previous studies. This study has applied Smart-Partial Least Squares (PLS) for the data analysis. The results revealed that there is a positive and significant relationship between knowledge sharing and innovative work behaviour. The knowledge sharing increases the competencies of the workers, bringing about more creativeness and perfection. Furthermore, this study elaborates that psychological empowerment plays an important role as a moderator in making a strong relationship between knowledge sharing and innovative work behaviour. This study concluded that the innovative work behaviour in any organisation depends on the practice, experience, and capabilities of the workers and, most importantly, the interdepartmental knowledge shared amongst them. The sharing of knowledge psychologically empowers the worker to bring creativity, modernization and excellence in the work that affects the marginal productivity, profitability, and customer satisfaction at a great extent. These factors provide long-run sustainability to business in a highly competitive market environment.
Sustainable development – including tourism development – is the general trend of all economies. With the orientation to build and develop the tourism industry into a key economic sector and become a tourist center of the Southeast region, Vietnam, Ba Ria-Vung Tau Province is demanding a proper, rational, development policy, while ensuring the development and exploitation of immediate natural advantages, and ensuring long-term sustainable development. The objective of this study is to examine the factors and their trends in sustainable tourism development in Ba Ria-Vung Tau Province, Vietnam. Methods used include descriptive statistical analysis, exploratory factor analysis and regression analysis. Data was collected from the results of a survey of 550 domestic and foreign tourists visiting Ba Ria-Vung Tau. With the help of SPSS statistical software, 12 groups of factors affecting sustainable development were identified including: economy, society, environment, humanistic tourism resources, natural tourism resources, tourism human resources, tourism products and service, tourism quality, infrastructure, technical facilities, governmental management and group of criteria to evaluate sustainable tourism development. The research results show that there are four groups of factors that significantly affect sustainable tourism development in Ba Ria-Vung Tau. These are groups of factors: Society, Environment, Tourism products and service, and Technical facilities.
Entrepreneurship has been the center of a worldwide phenomenon as it has contributed a lot in the economy. The researcher is trying to acknowledge the interest of Indonesian women to build their own businesses. The aim of this research is to see how entrepreneurial learning could influence Indonesian women to grow interest in doing entrepreneurial activity, with the help of three mediations: attitude toward entrepreneurship, subjective norms, and perceived behavioral control. The research will use quantitative method and SmartPLS 3.0 to support the statistical data. The respondents are Indonesian women ranging around 17 years old and above who have had the experienced entrepreneurship learning in educational institutions. To show a more accurate result, purposive sampling will be used where it is very objective and selective to help the researcher in providing the justification to make generalizations from the investigated sample from a total of 149 respondents from various regions in Indonesia. The findings on this research are entrepreneurial learning is influencing the entrepreneurial intention of Indonesian women with the help of two mediations, which are attitude toward entrepreneurship and perceived behavioral control. Subjective norms is found has no significant influence on growing the entrepreneurial intention of Indonesian women.
In recent years, the quality of auditing human resources in domestic auditing firms in Hanoi has certain limitations in which professional skills of auditors have not been given adequate attention. The number of customers at local auditing firms is forecast to increase gradually. Therefore, the quantity and quality of auditors need to be improved to meet requirements of the workload. Data for this research were collected through surveying 120 customers of domestic auditing firms in Hanoi on the 5-point Likert scale. Based on the collected data, we employ both qualitative and quantitative methodology along with some tools such as descriptive statistics, Cronbach’s Alpha, T-test and ANOVA to analysis, evaluate and measure the professional skills of auditors in local auditing firms in Hanoi. The results show that the professional skills of auditors in auditing firms include 17 attributes. The majority of respondents show appreciation for the professionalism and professional competence of auditors, while, they think that critical thinking skills and creative thinking skills are still limited and need to be improved. These findings, not only help auditors to improve themselves, but also provide solutions for managers of domestic auditing firms in Hanoi to enhance quality of audited human resources.
The purpose of this study is to examine and analyze the effect of human capital supply chain on the firm performance mediated by innovation culture and innovation process on small- and medium-sized construction enterprises (SMEs) in Indonesia. A survey has been distributed to all construction SMEs that have direct involvement in construction work (contractors and subcontractors). The construction SMEs including medium- and small-scale construction services in three Provinces, namely, the special region of Yogyakarta, East Java, and Central Java. Through purposive sampling technique, primary data is collected by giving a questionnaire to the owner/manager of construction SMEs. The target sample in this study was 200 respondents who have been operating for a minimum of two years. 154 valid questionnaires could be processed. Data analysis uses structural equation modeling with AMOS 24. The results of the study conclude that there is a positive effect on human capital supply chain on firm performance mediated by innovation culture and innovation process, while innovation culture does not affect firm performance. In sum, the innovation culture mediates the relationship between human capital supply chain and firm performance, and the innovation process mediates the relationship between human capital supply chain and firm performance.
Higher education has long been considered as a means of human resource development in a nation. The faculty member plays a significant role in improving the quality of higher education. It is clear that job satisfaction and motivation have effect on the faculty member’s performance. The objective of this study is to investigate the levels and factors affecting lecturers’ motivation in Vietnamese public universities. In this study, ordinary least squares (OLS) and exploratory factor analysis (EFA) have been utilized to identify the factors affecting work motivation of lecturers at Vietnamese universities. A questionnaire was administered to a sample of 189 lecturers at different public universities in Vietnam. The finding indicates that seven factors including Work characteristics (WC), Wage and welfare (WW), Social recognition (SR), Peer relationships (PR), Training and promotion opportunities (PO), Leader caring (LC) and Teacher– student interaction and student’s attitude (IA) have positive effect on lecturers’ work motivation. Among these factors, Teacher-student interaction and student’s attitude (IA) has the strongest impact with the coefficient of 0.631 and Peer relationships (PR) has the least impact on work motivation with the coefficient of 0.020. The study findings can facilitate the understanding of how to increase work satisfaction at the universities in Vietnam.
The development of mobile Internet services allows more consumers to adopt smartphones as their primary communication device. This study focused on the application of the Technology Acceptance Model (TAM) to determine the willingness of batik and textile craftsmen to use smartphones. The population of this study was batik and textile craftsmen in the Bayat, Klaten, Central Java, Indonesia. A total sample of 243 people had answered 30 questions on the questionnaire with a 5-point Likert scale. The results of data analysis using GSCA software showed that, from eight hypotheses proposed, two hypotheses had not been supported. Technical support was not significant for the ease-ofuse. It is because the damage experienced can be easily resolved by a repair shop. The findings reinforce the importance of training during the implementation of new technology. This training can make the users understand how to use new technology. The findings of this study strengthen the theory of TAM. Management support further influences the usefulness. This finding supports the theory of Igbaria technology acceptance. However, social influence did not significant influence the usefulness. This was because this study was conducted when the smartphone was no longer said to be a new technology.
This research focuses on determining the impact of human resource management activities on the compatibility and work results of employees of Ho Chi Minh Stock Exchange (HOSE) listed companies. The paper includes five parts: introduction, literature review, research methodology, research results, and conclusion and policy implications. The data are collected from the survey of 350 listed companies in HOSE, in which 315 survey notes filled with sufficient information are used for analysis. The paper employs both qualitative method and quantitative method. Group discussion of 10 experts is for qualitative research. Quantitative method performs analysis of Statistics, Cronbach’s Alpha, EFA analysis, CFA analysis and SEM model. The results of the research clearly indicate that human resource management (HRM) activities are measured through improving the ability, improving the motivation and improving the opportunity. While compatibility is measured through suitability, connection and sacrifice; whereby HRM activities of ability improvement have a positive effect on the job suitability and connection; HRM activities of motivation improvement have a positive effect on the job suitability, connection and sacrifice; and HRM activities of opportunity improvement have a positive effect on the job suitability, sacrifice and connection; Finally, the job suitability, sacrifice and connection positively affect the work results of employees.