Pub Date : 2023-06-30DOI: 10.26666/rmp.ijbm.2023.3.3
H. Ya’akob, Noor Afiqah Amirmudin, Azila Abdul Aziz, Nor Farahiyah binti Aman Nor, Siti Alyani binti Mat, Rosnani Hasham@Hisam, Maryam Al-Batul Azizuddin
Virgin coconut oil (VCO) is widely known as the purest and least refined form of coconut oil. Many claims the contents in VCO are beneficial for humans’ health. VCO is accepted as natural functional food and has mostly been commercialized in the form of liquid or encapsulated in soft gels. VCO is also a popular ingredient used in the cosmeceutical industry, especially in hair and body care products. The percent usage of VCO increases tremendously over the years. The market demands for VCO is forecasted to be increased by 9% for the next five years. Even though many studies have been conducted on VCO, research and development studies in terms of processing, safety, efficacy, and benefits of VCO need to be continued to maximize the utilization of VCO and meet the needs of the market.
{"title":"The Importance of Research and Development of Virgin Coconut Oil in Food, Pharmaceutical, Nutraceutical and Cosmeceutical Industries","authors":"H. Ya’akob, Noor Afiqah Amirmudin, Azila Abdul Aziz, Nor Farahiyah binti Aman Nor, Siti Alyani binti Mat, Rosnani Hasham@Hisam, Maryam Al-Batul Azizuddin","doi":"10.26666/rmp.ijbm.2023.3.3","DOIUrl":"https://doi.org/10.26666/rmp.ijbm.2023.3.3","url":null,"abstract":"Virgin coconut oil (VCO) is widely known as the purest and least refined form of coconut oil. Many claims the contents in VCO are beneficial for humans’ health. VCO is accepted as natural functional food and has mostly been commercialized in the form of liquid or encapsulated in soft gels. VCO is also a popular ingredient used in the cosmeceutical industry, especially in hair and body care products. The percent usage of VCO increases tremendously over the years. The market demands for VCO is forecasted to be increased by 9% for the next five years. Even though many studies have been conducted on VCO, research and development studies in terms of processing, safety, efficacy, and benefits of VCO need to be continued to maximize the utilization of VCO and meet the needs of the market.","PeriodicalId":38990,"journal":{"name":"International Journal of Business and Management Science","volume":"464 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-06-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"86701410","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Customer satisfaction and customer loyalty are indicators of competitiveness for companies. In this work we considered the analysis of the relationship be- tween satisfaction and loyalty through a logistic regression model. We also related the results in a market segmentation model based on a latent class analysis that considered responses to value items. Through a survey the results of this latent class model made it possible to evaluate the dynamism of belonging to different classes based, for example, on affinity with altruistic and self realization values.
{"title":"From Market Segmentation to Customer Loyalty","authors":"I. Sciascia","doi":"10.5539/ijbm.v18n4p192","DOIUrl":"https://doi.org/10.5539/ijbm.v18n4p192","url":null,"abstract":"Customer satisfaction and customer loyalty are indicators of competitiveness for companies. In this work we considered the analysis of the relationship be- tween satisfaction and loyalty through a logistic regression model. We also related the results in a market segmentation model based on a latent class analysis that considered responses to value items. Through a survey the results of this latent class model made it possible to evaluate the dynamism of belonging to different classes based, for example, on affinity with altruistic and self realization values.","PeriodicalId":38990,"journal":{"name":"International Journal of Business and Management Science","volume":"109 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-06-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82173798","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
In the era of rapid technological iteration in the digital economy, breakthrough innovation is the main source of core competitive advantage for enterprises. Based on Upper Echelons theory and Resource-based theory, using A-share listed companies in the computer, communication, and other electronic equipment manufacturing industries from 2010 to 2021 as research samples, this study explores the impact of diversity of executive team career experience on breakthrough innovation performance, and examines the mediating effect of cooperation openness and the moderating effect of absorptive capacity. The results indicate that the diversity of career experience in executive teams not only has a significant positive impact on breakthrough innovation performance, but also has a significant positive impact on cooperation openness; The cooperation openness has a significant positive impact on breakthrough innovation performance, and plays a partial mediating role between the diversity of career experience of executive teams and breakthrough innovation performance. The absorptive capacity positively regulates the relationship between cooperation openness and breakthrough innovation performance. This study provides a theoretical reference for enterprises to improve breakthrough innovation performance from the perspective of executive experience.
{"title":"Impact of Diversity of Executive Team Career Experience and Cooperation Openness on Breakthrough Innovation Performance","authors":"Yan-hui Wei, Shao-hu Wang, Na Liu, Jianqi Mao","doi":"10.5539/ijbm.v18n4p182","DOIUrl":"https://doi.org/10.5539/ijbm.v18n4p182","url":null,"abstract":"In the era of rapid technological iteration in the digital economy, breakthrough innovation is the main source of core competitive advantage for enterprises. Based on Upper Echelons theory and Resource-based theory, using A-share listed companies in the computer, communication, and other electronic equipment manufacturing industries from 2010 to 2021 as research samples, this study explores the impact of diversity of executive team career experience on breakthrough innovation performance, and examines the mediating effect of cooperation openness and the moderating effect of absorptive capacity. The results indicate that the diversity of career experience in executive teams not only has a significant positive impact on breakthrough innovation performance, but also has a significant positive impact on cooperation openness; The cooperation openness has a significant positive impact on breakthrough innovation performance, and plays a partial mediating role between the diversity of career experience of executive teams and breakthrough innovation performance. The absorptive capacity positively regulates the relationship between cooperation openness and breakthrough innovation performance. This study provides a theoretical reference for enterprises to improve breakthrough innovation performance from the perspective of executive experience.","PeriodicalId":38990,"journal":{"name":"International Journal of Business and Management Science","volume":"4 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-06-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"89084796","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
In this research, we explore which activities may be subject to coopetition in the plastic and composites industry. We also compared the main antecedents, outcomes, and moderators of coopetition in the plastic and composites industry with those identified in existing literature. Results indicate that the respondents have a desire for coopetition, but for activities not close to the customer (sales, after-sales service, customer information). On the other hand, respondents are in favor of collaborations for sharing (1) costs of shipping and/or importing raw materials, (2) information on other competitors, (3) technical expertise on non-exclusive products, and (4) information that could have an impact on the partner. In terms of antecedents, we found that there are positive elements that favor the creation of coopetition. However, certain elements at the relational level obstruct the formation of coopetition, such as (1) reciprocity, (2) fairness, (3) integrity, and (4) keeping promises.
{"title":"Drivers of Coopetition in the Plastic and Composites Material Industry","authors":"Said Echchakoui, S. Chrétien","doi":"10.5539/ijbm.v18n4p139","DOIUrl":"https://doi.org/10.5539/ijbm.v18n4p139","url":null,"abstract":"In this research, we explore which activities may be subject to coopetition in the plastic and composites industry. We also compared the main antecedents, outcomes, and moderators of coopetition in the plastic and composites industry with those identified in existing literature. Results indicate that the respondents have a desire for coopetition, but for activities not close to the customer (sales, after-sales service, customer information). On the other hand, respondents are in favor of collaborations for sharing (1) costs of shipping and/or importing raw materials, (2) information on other competitors, (3) technical expertise on non-exclusive products, and (4) information that could have an impact on the partner. In terms of antecedents, we found that there are positive elements that favor the creation of coopetition. However, certain elements at the relational level obstruct the formation of coopetition, such as (1) reciprocity, (2) fairness, (3) integrity, and (4) keeping promises.","PeriodicalId":38990,"journal":{"name":"International Journal of Business and Management Science","volume":"18 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-06-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82330716","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
K. C. Ling, Mary Lee Siew Cheng, Alina Yap May Ling, Cham Kai Sin, Zhangchun Li
Digital transformation (DT) entails the strategic transformation of all aspects of the business that leading to the creation of a new ecosystem in which technology creates and delivers value to the stakeholders, and the ability of the business to adapt more quickly to the changing environment through the use of new and updated digital technologies. Although DT is a hot topic in the twenty-first century due to the constant changes in society and business, however, the current state of the literature lacks comprehensive conceptual and empirical studies, particularly on organisational members’ readiness of digital transformation at the micro-level and the associated facilitating factors. Therefore, this research aims to study the influences of digital organisational culture, digital literacy, attitudes towards digital transformation, self-efficacy, and autocratic leadership towards the readiness of digital transformation among Malaysian digital talents. Quantitative research approach with the online questionnaire survey was adopted. A sample of 450 respondents (digital talents) were collected as the source of primary data from the various industries in Malaysia. The data was then analysed by using SPSSv28 and SmartPLSv3.2.8. The findings conclude that all the direct and indirect relationships between the digital organisational culture, digital literacy, attitudes towards digital transformation, and self-efficacy towards readiness of digital transformation are significantly supported. Besides, the result also proved that the relationship between digital organisational culture and attitudes towards digital transformation would be weaken when there is present of a strong autocratic leadership.
{"title":"Readiness of Digital Transformation among Malaysian Digital Talents","authors":"K. C. Ling, Mary Lee Siew Cheng, Alina Yap May Ling, Cham Kai Sin, Zhangchun Li","doi":"10.5539/ijbm.v18n4p161","DOIUrl":"https://doi.org/10.5539/ijbm.v18n4p161","url":null,"abstract":"Digital transformation (DT) entails the strategic transformation of all aspects of the business that leading to the creation of a new ecosystem in which technology creates and delivers value to the stakeholders, and the ability of the business to adapt more quickly to the changing environment through the use of new and updated digital technologies. Although DT is a hot topic in the twenty-first century due to the constant changes in society and business, however, the current state of the literature lacks comprehensive conceptual and empirical studies, particularly on organisational members’ readiness of digital transformation at the micro-level and the associated facilitating factors. Therefore, this research aims to study the influences of digital organisational culture, digital literacy, attitudes towards digital transformation, self-efficacy, and autocratic leadership towards the readiness of digital transformation among Malaysian digital talents. Quantitative research approach with the online questionnaire survey was adopted. A sample of 450 respondents (digital talents) were collected as the source of primary data from the various industries in Malaysia. The data was then analysed by using SPSSv28 and SmartPLSv3.2.8. The findings conclude that all the direct and indirect relationships between the digital organisational culture, digital literacy, attitudes towards digital transformation, and self-efficacy towards readiness of digital transformation are significantly supported. Besides, the result also proved that the relationship between digital organisational culture and attitudes towards digital transformation would be weaken when there is present of a strong autocratic leadership.","PeriodicalId":38990,"journal":{"name":"International Journal of Business and Management Science","volume":"114 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-06-06","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"82288642","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Alessandra Stefanoni, Pavel Malyzhenkov, M. Masi, E. Mosconi, F. Rossi
The today’s world is marked by a massive diffusion of Industry 4.0 concept and, therefore, the quick change of business models implemented in this new scenario. In the systems of circular economy, designed to regenerate themselves, the products maintain their value added for a long period of time producing no waste. After a product’s life cycle is over, the resources remain inside the economic system, and they can be reused for production goals creating new value. This paper develops a proposal aimed to understand the systemic capacity in triggering a closed loop circle for hazardous wastes also in the light of the potentialities offered by the achievements of Industry 4.0 through an industrial system of "glass ceramization" and the realization of tiles of inert material used in the market of public decoration or construction. In such a way, industrial waste management systems find a lever in driving force of the economy and innovation. This paper aims to understand how the Industry 4.0 contributes valorizes hazardous waste through the process of glass ceramization.
{"title":"A Hazardous Materials Treatment Business Modelling in the Industry 4.0 Perspective","authors":"Alessandra Stefanoni, Pavel Malyzhenkov, M. Masi, E. Mosconi, F. Rossi","doi":"10.5539/ijbm.v18n4p127","DOIUrl":"https://doi.org/10.5539/ijbm.v18n4p127","url":null,"abstract":"The today’s world is marked by a massive diffusion of Industry 4.0 concept and, therefore, the quick change of business models implemented in this new scenario. In the systems of circular economy, designed to regenerate themselves, the products maintain their value added for a long period of time producing no waste. After a product’s life cycle is over, the resources remain inside the economic system, and they can be reused for production goals creating new value. This paper develops a proposal aimed to understand the systemic capacity in triggering a closed loop circle for hazardous wastes also in the light of the potentialities offered by the achievements of Industry 4.0 through an industrial system of \"glass ceramization\" and the realization of tiles of inert material used in the market of public decoration or construction. In such a way, industrial waste management systems find a lever in driving force of the economy and innovation. This paper aims to understand how the Industry 4.0 contributes valorizes hazardous waste through the process of glass ceramization.","PeriodicalId":38990,"journal":{"name":"International Journal of Business and Management Science","volume":"128 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-06-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"79565429","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
J. A. D. França, Isabela Ribeiro de Sousa, Paulo César de Melo Mendes, Eduardo Tadeu VIEIRA, C. Pereira, Sérgio Ricardo Miranda Nazaré
This research evaluates the economic-financial sustainability and adherence to compliance and accountability practices in civil society organizations (CSOs) with projects in the “Legal Amazon Biome”, supported with resources from the Amazon Fund, in the protection of environmental thematic areas. The object of each project is social and environmental responsibility and the primary data submitted for evaluation are recovered from the financial statements of the CSOs in the time horizon from 2015 to 2017. The Fund manager is the National Bank for Economic and Social Development (NBESD) and the governance , until then exercised by the Guiding Committee of the Amazon Fund (CAF) and Technical Committee of the Amazon Fund (TCAF), was discontinued in 2019, unilaterally by the Government of Brazil, resulting in an increase in the environmental degradation of the Biome by around 30% in 2019, compared to the previous year, in addition to the interruption of contributions from donors and support for projects. The research results, using positivist methodology, provide evidence that adherence to compliance and accountability practices is partial, contributing to fund management and to the literature in subsequent investigations, but CSOs are not self-sustainable and the available information does not allow evaluate the fulfillment of the object and of the UN's ESG agenda.
{"title":"Legal Amazon Biome and Amazon Fund: Economic-Financial Sustainability and Socio-Environmental Responsibility of Civil Society Organizations","authors":"J. A. D. França, Isabela Ribeiro de Sousa, Paulo César de Melo Mendes, Eduardo Tadeu VIEIRA, C. Pereira, Sérgio Ricardo Miranda Nazaré","doi":"10.5539/ijbm.v18n4p113","DOIUrl":"https://doi.org/10.5539/ijbm.v18n4p113","url":null,"abstract":"This research evaluates the economic-financial sustainability and adherence to compliance and accountability practices in civil society organizations (CSOs) with projects in the “Legal Amazon Biome”, supported with resources from the Amazon Fund, in the protection of environmental thematic areas. The object of each project is social and environmental responsibility and the primary data submitted for evaluation are recovered from the financial statements of the CSOs in the time horizon from 2015 to 2017. The Fund manager is the National Bank for Economic and Social Development (NBESD) and the governance , until then exercised by the Guiding Committee of the Amazon Fund (CAF) and Technical Committee of the Amazon Fund (TCAF), was discontinued in 2019, unilaterally by the Government of Brazil, resulting in an increase in the environmental degradation of the Biome by around 30% in 2019, compared to the previous year, in addition to the interruption of contributions from donors and support for projects. The research results, using positivist methodology, provide evidence that adherence to compliance and accountability practices is partial, contributing to fund management and to the literature in subsequent investigations, but CSOs are not self-sustainable and the available information does not allow evaluate the fulfillment of the object and of the UN's ESG agenda.","PeriodicalId":38990,"journal":{"name":"International Journal of Business and Management Science","volume":"21 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-06-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"89424585","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Reviewer Acknowledgements for International Journal of Business and Management, Vol. 18 No. 3, June 2023
《国际商业与管理杂志》，Vol. 18 No. 3, 2023年6月
{"title":"Reviewer Acknowledgements for International Journal of Business and Management, Vol. 18 No. 3","authors":"Stephen Lee","doi":"10.5539/ijbm.v18n3p178","DOIUrl":"https://doi.org/10.5539/ijbm.v18n3p178","url":null,"abstract":"Reviewer Acknowledgements for International Journal of Business and Management, Vol. 18 No. 3, June 2023","PeriodicalId":38990,"journal":{"name":"International Journal of Business and Management Science","volume":"7 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-06-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"73645611","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
This paper explores the importance of establishing effective business and stakeholder networks to underpin regional digital strategies. It discusses the different types of networks, their structure and functionality, and the benefits and challenges associated with collaboration. The paper also discusses the components of a digital strategy, including infrastructure, systems, and key performance indicators, and the role of digitalization, lean and agile processes in achieving these goals. Using the Cluster for Industrial Asset Management (CIAM) in Stavanger as an example, the paper highlights the importance of networks in driving innovation and competitiveness in the industrial sector. The paper concludes with a discussion of the benefits of collaboration for all stakeholders involved, including mutual learning and improved processes, and the need for inclusivity in developing effective regional digital strategies.
{"title":"Establishing Effective Business/ Stakeholder Networks to Underpin Regional Digital Strategies","authors":"J. Frick","doi":"10.5539/ijbm.v18n4p63","DOIUrl":"https://doi.org/10.5539/ijbm.v18n4p63","url":null,"abstract":"This paper explores the importance of establishing effective business and stakeholder networks to underpin regional digital strategies. It discusses the different types of networks, their structure and functionality, and the benefits and challenges associated with collaboration. The paper also discusses the components of a digital strategy, including infrastructure, systems, and key performance indicators, and the role of digitalization, lean and agile processes in achieving these goals. Using the Cluster for Industrial Asset Management (CIAM) in Stavanger as an example, the paper highlights the importance of networks in driving innovation and competitiveness in the industrial sector. The paper concludes with a discussion of the benefits of collaboration for all stakeholders involved, including mutual learning and improved processes, and the need for inclusivity in developing effective regional digital strategies.","PeriodicalId":38990,"journal":{"name":"International Journal of Business and Management Science","volume":"35 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-05-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"90194389","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
This study investigated various factors influencing consumer complaint intentions among Saudi online shoppers. Specifically, it examines five key factors that influence consumer complaint intentions: demographic characteristics, attitude towards complaining, product attributes, previous shopping experience, and previous complaint experience. To achieve this aim, this study conducted descriptive, quantitative research involving 412 Saudi online shoppers who have experienced dissatisfaction with the items they bought online. A survey questionnaire measuring the variables of interest was used to collect data. Five main hypotheses were tested, with two of these having sub-hypotheses. The study findings indicated significant differences in consumer complaint intention by age group and education, while no difference was found among consumers based on their gender. It was also found that attitudes toward complaining significantly predict consumer complaint intention. Furthermore, the shopping experience also positively affects consumer complaint intention. These factors, like information quality, platform design, security and privacy, delivery service and product range available in the e-commerce platform, affect consumer complaint intention. Finally, previous complaint experience also influences consumer complaint intention. This paper provides valuable information for online businesses in improving their e-commerce business model and considers the various factors that could affect the complaint intention of customers. Overall, the study bridges the knowledge gap regarding factors influencing customer complaint intention within the Saudi online shopping context.
{"title":"Factors Influencing Consumer Complaint Intentions: Saudi Online Shopping","authors":"Saeed Badghish, Alaa Shagagi","doi":"10.5539/ijbm.v18n4p69","DOIUrl":"https://doi.org/10.5539/ijbm.v18n4p69","url":null,"abstract":"This study investigated various factors influencing consumer complaint intentions among Saudi online shoppers. Specifically, it examines five key factors that influence consumer complaint intentions: demographic characteristics, attitude towards complaining, product attributes, previous shopping experience, and previous complaint experience. To achieve this aim, this study conducted descriptive, quantitative research involving 412 Saudi online shoppers who have experienced dissatisfaction with the items they bought online. A survey questionnaire measuring the variables of interest was used to collect data. Five main hypotheses were tested, with two of these having sub-hypotheses. The study findings indicated significant differences in consumer complaint intention by age group and education, while no difference was found among consumers based on their gender. It was also found that attitudes toward complaining significantly predict consumer complaint intention. Furthermore, the shopping experience also positively affects consumer complaint intention. These factors, like information quality, platform design, security and privacy, delivery service and product range available in the e-commerce platform, affect consumer complaint intention. Finally, previous complaint experience also influences consumer complaint intention. This paper provides valuable information for online businesses in improving their e-commerce business model and considers the various factors that could affect the complaint intention of customers. Overall, the study bridges the knowledge gap regarding factors influencing customer complaint intention within the Saudi online shopping context.","PeriodicalId":38990,"journal":{"name":"International Journal of Business and Management Science","volume":"11 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2023-05-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"72809435","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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