This empirical study aims to identify the effects of different factors influencing on customer satisfaction, such as perceived quality or perceived value in a case study in chemical industry. Understanding the effects of such variables helps us manage customers properly, balancing between perceived quality and perceived value. The research design is a quantitative method and employs Structural Equation Method (SEM) to ensure the correlation between constructs. The method results confirm that perceived value contributes a stronger influence on customer satisfaction than perceived quality does. Chemical market tends to put perceived value as a priority as long as the product quality meets the standard parameter. Perceived quality is reflected more by service while there is less point of differentiation on tangible product. The paper may limit the generalization of the findings, hence the replication in other industries are encouraged.

This paper conducted an indepth assessment on the efficiency of the impacts of trade agreements on rice exports during the period from 2000 to 2015. Based on the secondary data published by the General Statistics Office of Vietnam and the World Bank, the study employed random boundary gravity model to quantify the capacity of Vietnam to exploit rice export potential when participating in trade agreements, or in other words, to estimate the inefficiency in operation of rice export activities of Vietnam under the impact of trade agreements. The results show that rice export activities have not promoted well (at a low level) the impact of the trade agreements that Vietnam has participated in and not all trade agreements have a trend to increase the capacity to exploit rice export potential. Since then, this study provides some recommendations to improve the impact of trade agreements on rice exports in developing countries including Vietnam.

The intense competition in the airline industry urges adjustment to service quality and pricing. Alterations to service quality and price may lead to service degeneration and price unfairness, which will affect customer satisfaction and trust. The objective of this investigation was to figure out the role of service quality and price fairness in improving customer satisfaction and building customer trust in the airline industry in Indonesia. Questionnaire responses were collected from 300 randomly enrolled passengers at Halim Perdana Kusuma Airport Indonesia. This research took a verification approach by the Structural Equation Modeling (SEM) technique. The results indicate that service quality, price fairness, and customer satisfaction played an important role in building customer trust. Customers’ positive experiences, optimum service quality, and price fairness perception enabled the airline company to be closer to them and build their trust. Satisfaction was proven to mediate the relationship of service quality and price fairness to customer trust.

The purpose of this study is to analyze the effect of emotional intelligence, experience of social experience, previous entrepreneurial experience, environmental support toward social entrepreneurial intention with mediating role of social entrepreneurial self-efficacy. Research sample consisted of 125 students who has some social experience and entrepreneurship from various universities in Semarang. The data carried out in 2019 and analyzed with a Structural Equation Modeling (SEM) using AMOS v 21. The results show that emotional intelligence, social activities, previous entrepreneurial experience were significantly and positively associated with social entrepreneurial, self-efficacy and social entrepreneurial intention. Social entrepreneurial self-efficacy significantly and positively influenced on social entrepreneurial intention. However, the effects of environmental support on social entrepreneurial intention was insignificant. The significant mediating role of student’s social entrepreneurial self-efficacy in developing social entrepreneurial intention showed significant contribution of social cognitive theory and career development theory to realize student’s social entrepreneurial intention. University and government are requested to give more attention in developing social entrepre-neurship in order to have more social entrepreneur graduated from universities.

This study aims to analyze the role of organizational citizenship behavior (OCB) and work satisfaction to me-diate the effect of spiritual leadership of employee performance at Bank BRI shariah Malang. There were 154 employees working at Bank BRI Shariah Malang and all were selected as sample for performing the survey. Data was collected directly from respondents using questionnaires and the study is explanatory research type. The analysis used was Partial Least Square. The research results show that Spiritual leadership did not directly influence on employee performance, OCB mediated the effect of spiritual leadership on employee perfor-mance, and job satisfaction mediated the effect of spiritual leadership on employee performance.

This study aims to determine the relationship between the quality of tourism service provided to the customer and the dimensions of the quality of this service in the hotel industry in Al-Kharj governorate in the Kingdom of Saudi Arabia. The study is accomplished through the use of descriptive analytical method and found a strong correlation between the quality of service provided, and the dimensions of this quality. The study pro-vides several recommendations, the most important of which paying more attention to the training and qualifi-cation of workers in the hotel sector and to strengthen the spirit of the team among them. The study also recommends the need to pay attention to the tangible aspects of hotel services and strengthen the relationship between the service provider and recipients.

The competition in the business world, including banking, is getting tighter. For that, every bank must think of the right strategy to win the competition. One important strategy for winning competition is to prioritize customer satisfaction which is determined by the quality of banking services offered to customers. This study aims to analyze and process proposals for improvement in service quality in terms of using internet banking services based on the Quality Function Deployment (QFD) method through the preparation of the House of Quality (HoQ). The study was conducted on 120 internet banking users at the BRI Balikpapan Branch Office in East Kalimantan. From the results of the analysis, it is known that there are 11 indicators of bank internet banking service quality that must be improved as the first priority and 4 indicators as the second priority. Based on the results of data processing using QFD through the preparation of HoQ, it is known that there are 6 priority improvements that must be made by the bank. From the results of this study, it can be seen strategies for improving internet banking services to improve the quality of internet banking services at the BRI Balikpapan Branch Office, namely the added of new online chat features, perform server maintenance, carry out enrolment of new internet banking features, evaluate the process speed of each application feature, conduct regular website feature evaluations every quarter and perform network repair.

This paper empirically assesses the relationship between Deposit Insurance Funds (DIF) and the quality of risk assets of listed Deposit Money Banks (DMBs) in Nigeria. The entire fifteen listed DMBs in the country as of 31st December, 2017 were focused on and the secondary data were subsequently sourced from the yearly financials of the Nigeria Deposit Insurance Corporation (NDIC) for a 29-year period covering from 1989 to 2017. The Auto-Regressive Distributed Lag (ARDL) and the Vector Error Correction (VEC) estimation techniques were the basis of estimating the relationship between the variables of interest in this study. Evidence from our analyses indicates that the volume of total deposits and total loans and advances of DMBs have long run negative and statistically significant relationship with DIF. Conversely, the quality of risk assets of DMBs exhibits a positive and insignificant relationship with the target reserve ratio of DMBs. The study thus recommends that regulatory agencies in the banking sector (CBN and NDIC), amongst others, collaborate with listed DMBs to diversify and manage their risk assets by strategically intensifying the implementation of existing measures aimed at minimising incidences of loan default and the alarming levels of non-performing loans in the portfolio of Nigerian DMBs.

For understanding the place of income in smartphone diffusion, this paper aims to find out the dependence of smartphone market indicators on income level worldwide and in the developing economies. The strength of the relationship between above mentioned variables identifies the speed of smartphone diffusion influenced by income. For current purposes, secondary data from 189 countries were analyzed by using Hierarchical Cluster Analysis and Chi-square analysis. The results confirmed that income level influences smartphone purchase and diffusion. However, the strength of the relationship between income and smartphone market indicators is diverse globally and in developing countries. In developing countries, the strength of the relationship is smaller in comparison with the overall results. It means that income level has weak moderating effect in smartphone diffusion, and it cannot be considered as a key indicator of smartphone diffusion in developing countries according to results of the analysis in 2016 and the arithmetic mean of 2013-2017 years.

This paper gives insight about the association between market orientation, entrepreneur orientation, learning orientation, technological orientation and access to finance, and SME’s performance in Indonesia. The study provides a clear understanding about the relationships among SME’s performance in Indonesia and market orientation, entrepreneur orientation, learning orientation, technological orientation, and what mediating role financial access plays in this relationship. The study broached that it is apparently essential to identify the strategic variables which may reflect the aforementioned management activities or processes, such as marketing, innovativeness, risk taking, technology and learning culture, which SMEs use and that probably influence their performance. The study is among the pioneering studies on the issues related to the market orientation, entrepreneur orientation, learning orientation, technological orientation, and access to finance in Indonesia. The study uses SEM-PLS as statistical tool to answer the research questions raised in this study and research objectives envisaged in the current study. The findings of the current study have provided support to with the hypothesized results. The study has argued that to deal with the current external opportunities and menaces, new knowledge and skills for improving their existing and future performances must be provided for the organizations. The study will be helpful for policymakers and researchers in examining the link between market orientation, entrepreneur orientation, learning orientation, technological orientation, and access to finance in Indonesia performance of SMEs in Indonesia.