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Classifying Different Levels of Customer Satisfaction With Vietnamese Hotel Services by Analyzing Customer Feedback 通过分析客户反馈,对越南酒店服务的不同客户满意度进行分类
IF 1.4 Q4 BUSINESS Pub Date : 2024-01-10 DOI: 10.4018/ijabim.335855
Ha Thi Thu Nguyen, Hung Nguyen Manh, Thoa Bui Thi Kim
The development of online booking systems has created information platforms for sharing customers when choosing a destination. Mining this information helps to understand the customer's experience and measure customer satisfaction with hotel services. Recent studies used this approach with machine learning or language models to mine the data generated by customers on the internet. However, this approach still has some limits when wanting to understand more customer insight. This article uses linguistics rules to measure customer satisfaction by combining aspects and polarity words. In the first step, the dataset with 21,196 reviews on seven main cities in Vietnam was collected from TripAdvisor. Next, the study developed a series of formulas to measure customer satisfaction with Vietnamese hotel service aspects based on inferential statistics and linguistic rules. Python's VADER library was used to measure overall customer satisfaction for Vietnamese hotels. In the final step, by language analysis, the authors calculate and grade the satisfaction score with hotel aspects from 1 to 5. Moreover, the study discovered the negative aspects of positive reviews, while previous studies were rarely mentioned.
在线预订系统的发展为客户选择目的地创造了信息共享平台。挖掘这些信息有助于了解客户的体验,衡量客户对酒店服务的满意度。最近的研究利用机器学习或语言模型来挖掘客户在互联网上生成的数据。然而,当希望了解更多顾客洞察力时,这种方法仍有一些局限性。本文利用语言学规则,结合方面词和极性词来衡量客户满意度。首先,研究人员从 TripAdvisor 收集了越南七个主要城市的 21196 条评论数据集。接下来,研究基于推理统计和语言规则开发了一系列公式来衡量顾客对越南酒店服务方面的满意度。Python 的 VADER 库被用来衡量越南酒店的总体顾客满意度。最后,通过语言分析,作者计算出酒店各方面的满意度,并将满意度从 1 到 5 分进行分级。此外,该研究还发现了正面评论中的负面内容,而以往的研究很少提及这些内容。
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引用次数: 0
Important Aspects of Food Home-Business Sales Based on Customer Review in Shopee 基于Shopee客户评价的食品家庭企业销售的重要方面
IF 1.4 Q4 BUSINESS Pub Date : 2024-01-10 DOI: 10.4018/ijabim.335854
Siti Malihah Mohd Yusof, Z. Othman, Sabrina Tiun
Business opportunities are expanding on e-commerce platforms such as Lazada, Shopee, and e-Bay. However, the Shopee app has the highest user statistics in Malaysia, making it the most suitable platform for small traders like B40 (bottom 40% income) women in Malaysia. Many B40 women experience problems identifying suitable products for sale, as well as improving their product quality. A study of customer reviews to identify the most important attributes of online food products was conducted. A Shopee scraper tool was built to acquire a home-business product dataset. Fourteen attributes were analyzed, and the top five most influential attributes were identified for both positive and negative reviews. The results show that the attributes that have the highest overall impact on online home-business food sales are taste, price, appearance, and texture as well as package condition, delivery service, and free gifts. It is noted that daily snacks and side dishes to go with main meals are suitable for year-round sales, while seasonal cookies are usually in demand only during festive seasons.
Lazada、Shopee 和 e-Bay 等电子商务平台的商机不断扩大。然而,Shopee 应用程序在马来西亚拥有最高的用户统计数据,使其成为最适合马来西亚 B40(收入最低的 40%)妇女等小商人的平台。许多 B40 妇女在寻找合适的销售产品和提高产品质量方面遇到了问题。我们对客户评论进行了研究,以确定在线食品最重要的属性。我们建立了一个 Shopee 搜刮工具,以获取家庭企业产品数据集。对 14 个属性进行了分析,并确定了正面和负面评论中最具影响力的前五个属性。结果表明,对网上家庭经营食品销售影响最大的属性是口味、价格、外观和质地,以及包装状况、送货服务和免费赠品。值得注意的是,日常零食和正餐配菜适合全年销售,而时令饼干通常只有在节日期间才有需求。
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引用次数: 0
Achieving the Sustainable Development Goals Through Corporate Sustainability in a Private Banking Organization 通过私人银行机构的企业可持续发展来实现可持续发展目标
IF 1.4 Q4 BUSINESS Pub Date : 2023-12-18 DOI: 10.4018/ijabim.335096
Sharmin Taskin, A. Javed, Y. Kohda
Corporate sustainability (CS) has drawn the attention of academics and practitioners as a way to achieve profitable businesses without negatively impacting society. However, financial business organizations have not adequately realized the importance of CS in meeting sustainable development goals (SDGs). Thus, it is unclear how the financial sector will achieve the SDGs using CS. All 17 goals are essential, but achieving them depends on which CS issues the organization prioritizes. This study uses a qualitative case study to investigate the use of CS to achieve SDGs at financial corporations. Interviews were conducted with five respondents from City Alo, an SME banking segment of City Bank in Bangladesh, and 15 women entrepreneurs engaging with this organization to receive entrepreneurship education through a bank–university collaboration. The results show that the private banking organization achieved seven SDGs by prioritizing appropriate CS issues.
企业可持续发展(CS)作为一种在不对社会产生负面影响的情况下实现企业盈利的方法,已经引起了学术界和从业人员的关注。然而,金融企业组织尚未充分认识到企业可持续发展(CS)在实现可持续发展目标(SDGs)方面的重要性。因此,目前还不清楚金融行业将如何利用企业社会责任实现可持续发展目标。所有 17 个目标都至关重要,但实现这些目标取决于组织优先考虑哪些企业社会责任问题。本研究采用定性案例研究的方法,调查金融企业利用企业社会责任实现可持续发展目标的情况。研究人员采访了来自孟加拉城市银行中小型企业银行部门 City Alo 的五名受访者,以及通过银行与大学合作,参与该组织创业教育的 15 名女企业家。结果显示,该私人银行组织通过优先考虑适当的企业社会责任问题,实现了七项可持续发展目标。
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引用次数: 0
Consumers' Digital Wallet Adoption 消费者采用数字钱包的情况
IF 1.4 Q4 BUSINESS Pub Date : 2023-11-28 DOI: 10.4018/ijabim.334016
Chinmay O. Baxi, Kiran J. Patel, Kundan M. Patel, Vipul B. Patel, Vishal A. Acharya
This empirical study aims to examine what drives consumers' behavioral intention to adopt digital wallet by integrating task technology fit theory into UTAUT model. For this purpose, 700 samples were approached through emails, out of which 479 valid responses were solicited. To test and validate the proposed research model, CFA and SEM were performed using AMOS 20. The results of this study highlighted that task technology fit emerged as one of the significant factors among all factors included in the model with direct and indirect effect on behavioral intention. More interestingly, effort expectancy, hedonic motivation, and cost are found to be other significant predictors of consumers' digital wallet adoption. The outcomes of this study provide valuable insights for digital wallet service providers, system developers, and governments for their strategic decision to enhance the adoption of digital wallet in the upcoming digital era. This study contributes specifically in the area of digital wallet adoption and information system acceptance in general.
本实证研究旨在通过将任务技术契合理论整合到UTAUT模型中,研究是什么驱动了消费者采用数字钱包的行为意向。为此,研究人员通过电子邮件联系了 700 个样本,并在其中征集到 479 份有效回复。为了测试和验证所提出的研究模型,研究人员使用 AMOS 20 进行了 CFA 和 SEM 分析。研究结果表明,任务技术契合度是模型中所有因素中的重要因素之一,对行为意向有直接和间接的影响。更有趣的是,努力预期、享乐动机和成本被认为是消费者采用数字钱包的其他重要预测因素。这项研究的结果为数字钱包服务提供商、系统开发商和政府提供了宝贵的见解,有助于他们在即将到来的数字时代做出战略决策,提高数字钱包的采用率。本研究对数字钱包的采用和信息系统的总体接受度领域做出了具体贡献。
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引用次数: 0
The Influence of Department Stores' Price Promotion Strategy Toward Consumers' Repurchase Intentions 百货公司的价格促销策略对消费者回购意愿的影响
IF 1.4 Q4 BUSINESS Pub Date : 2023-11-21 DOI: 10.4018/ijabim.334017
Hong Lei, Chiwei Chen, Yunfen Lu, Lu-Sheng Pao
Taiwan's retailing industry faces fierce competition, and there are practical gaps regarding price promotion and repurchase intention. Therefore, the purpose of this study is to examine the impact of department stores' price promotion strategies on consumers' repurchase intentions and what the moderation effect of perceived risks has on the relationship between price promotion and repurchase intention. The results show (1) the consistency, presentation, and information content of price promotion on the repurchase intentions have a positive and significant impact, and (2) the perceived risks would weaken the relationship of the price promotion and repurchase intention. Therefore, this study proposes related suggestions of business management strategy regarding the establishment of price consistency that customers can trust in when shopping at domestic department stores; to use different price promotion presentation methods to lock in the repurchase behavior of different customer groups; to fade the information contents of price promotions for price-oriented services; and to reduce customers' perceived risk.
台湾的零售业面临着激烈的竞争,在价格促销和再购买意愿方面存在着实际差距。因此,本研究旨在探讨百货公司的价格促销策略对消费者再购买意愿的影响,以及感知风险对价格促销与再购买意愿之间关系的调节作用。结果表明:(1)价格促销的一致性、表现形式和信息内容对消费者的再购买意愿有积极而显著的影响;(2)感知风险会削弱价格促销与再购买意愿之间的关系。因此,本研究提出了相关的经营管理策略建议,即建立顾客在国内百货商店购物时可以信赖的价格一致性;使用不同的价格促销表现方式锁定不同顾客群体的再购买行为;淡化价格导向服务的价格促销信息内容;降低顾客的感知风险。
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引用次数: 0
Indicators for Organizational Digital Transformation in the Thai University Context 泰国大学组织数字化转型的指标
IF 1.4 Q4 BUSINESS Pub Date : 2023-11-21 DOI: 10.4018/ijabim.333895
Chanchira Laorach, Kulthida Tuamsuk
Organizational digital transformation comprises a number of significant factors for measuring success, each of which involves different evaluating criteria. This research was aimed at developing indicators and criteria behind Thai universities' organizational digital transformation by the use of the quantitative research method and a questionnaire for data collection. The informants included administrators of six Thai universities: 303 high-level administrators, 174 middle-level administrators, and 18 low-level administrators. From the total of 495 administrators, 262 completed and returned the questionnaire. Analyses were then performed based on the statistics showing frequencies and percentages. The findings showed nine key indicators, nine sub-indicators, and 10 evaluating criteria that are appropriate for evaluating the work outcomes in the dimension of digital transformation. The most appropriate indicators were the digital strategies and personnel. The results would benefit administrators, academics, researchers, and the officers involved in deploying the work of organizational digital transformation under the educational context. The benefits would be in planning and developing the policy in digital transformation of Thai universities that is in the right direction and more clarified. Other institutions would also be able to effectively and successfully apply the indicators in their digital transformation process.
组织数字化转型包括许多衡量成功与否的重要因素,每个因素都涉及不同的评价标准。本研究旨在通过定量研究方法和问卷调查收集数据,制定泰国大学组织数字化转型背后的指标和标准。调查对象包括泰国六所大学的管理人员:303 名高层管理人员、174 名中层管理人员和 18 名基层管理人员。在总共 495 名行政人员中,有 262 人填写并交回了问卷。然后,根据频率和百分比统计进行了分析。结果显示,有 9 个关键指标、9 个次级指标和 10 个评估标准适合用于评估数字化转型维度的工作成果。最合适的指标是数字化战略和人员。研究结果将使管理者、学者、研究人员以及参与部署教育背景下组织数字化转型工作的人员受益。他们将受益于泰国大学数字化转型政策的规划和制定,这些政策方向正确,更加明确。其他机构也将能够在其数字化转型过程中有效、成功地应用这些指标。
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引用次数: 0
Prioritization of Human Resource Development Criteria on Success Indicators in Building Projects 人力资源开发标准在建筑项目成功指标上的优先次序
Q4 BUSINESS Pub Date : 2023-11-01 DOI: 10.4018/ijabim.333059
Mohammad Javad Abdolahi, Behnod Barmayehvar, Taimoor Marjani, Reza Esmaeilabadi
In terms of purpose, this research is an applied one; and in terms of method, it is a survey one. Given that project success is general, this study attempts to assess key success indicators in building projects through reviewing the related articles and expert interviews, and then identify them by reviewing the related articles and expert opinions on project human resource development criteria. In order for a more accurate evaluation, a separate questionnaire was drawn up for each success indicator, and the developmental impacts were prioritized based on the project success indicators. The first questionnaire was distributed among 52 specialists and the second one among 47 specialists. Data analysis was performed using the SPSS software. Six key success indicators in building projects were obtained from the results and the data analysis showed that human resource development played a positive role in all key success indicators; each criterion, however, had a different level of impact on the indicators.
就研究目的而言,本研究属于应用性研究;就方法而言,它是一种调查。鉴于项目成功是普遍的,本研究试图通过查阅相关文章和专家访谈来评估建设项目的关键成功指标,然后通过查阅有关项目人力资源开发标准的相关文章和专家意见来确定这些指标。为了进行更准确的评价,为每个成功指标起草了一份单独的调查表,并根据项目成功指标对发展影响进行了优先排序。第一份调查问卷发放给52名专家,第二份调查问卷发放给47名专家。采用SPSS软件进行数据分析。结果得出了建设项目的6个关键成功指标,数据分析表明,人力资源开发在所有关键成功指标中都发挥了积极作用;然而,每一项标准对各项指标的影响程度不同。
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引用次数: 0
Determinants of Sustainability of the Micro-Finance Sector in India 印度小额信贷部门可持续性的决定因素
Q4 BUSINESS Pub Date : 2023-10-09 DOI: 10.4018/ijabim.332004
Sodi Jasbir Kaur, Jehangir Bharucha
India takes pride in the largest microfinance programme in the world. This paper aims to fill a void by exploiting data from third party agencies to study the efficiency parameters influencing financial health of MFIs (microfinance institutions). The authors use the “goodness of fit” test to find out the important factors determining the performance capabilities of microfinance institutions. Performance parameters OER (operating efficiency ratio), OSS (operational self sufficiency), ROE (return on equity), and ROA (return on assets) are tested with financial and social performance indicators to understand if any correlation exists. The study finds that the only significant factor affecting sustainability of MFIs is OER in India. OSS, ROE, and ROA had no significant impact on sustainability of these MFIs during the study period. Understanding the viability of microfinance and the factors that affect it can guide the design of policies that ensure benefits for the poor.
印度以拥有世界上最大的小额信贷项目而自豪。本文旨在利用第三方机构的数据来研究影响小额信贷机构财务健康的效率参数,以填补这一空白。运用拟合优度检验找出了决定小额信贷机构绩效能力的重要因素。绩效参数OER(运营效率比)、OSS(运营自给自足)、ROE(股本回报率)和ROA(资产回报率)与财务和社会绩效指标进行测试,以了解是否存在相关性。研究发现,影响小额信贷机构可持续性的唯一重要因素是印度的OER。在研究期间,OSS、ROE和ROA对这些小额信贷机构的可持续性没有显著影响。了解小额信贷的可行性及其影响因素可以指导制定确保穷人受益的政策。
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引用次数: 0
Determinants and Influences of Information Systems Integration in a Public Higher Education Context 公共高等教育背景下信息系统集成的决定因素和影响
Q4 BUSINESS Pub Date : 2023-09-27 DOI: 10.4018/ijabim.330987
Norshidah Mohamed, Batiah Mahadi, Suraya Miskon, Hanif Haghshenas
In this study, the authors used the technology-organization-environment (TOE) framework and DeLone and McLean's upstream information systems (IS) success model to construct and test a model that describes IS integration and its determinants and influences. The researchers modified the TOE model to include business and knowledge factors. Using a cross-sectional research design, they distributed survey questionnaires to participants at a Malaysian public higher education institution. The authors analyzed the data using partial least squares structural equation modelling. The results suggested that IS integration influences system quality and information quality positively. Contrary to extant findings, only knowledge, environmental, and business factors determined IS integration directly. The authors discuss the implications of these results for IS integration and future research.
在本研究中,作者使用技术-组织-环境(TOE)框架和DeLone和McLean的上游信息系统(IS)成功模型来构建和测试描述IS集成及其决定因素和影响的模型。研究人员修改了TOE模型,加入了商业和知识因素。采用横断面研究设计,他们向马来西亚公立高等教育机构的参与者分发调查问卷。采用偏最小二乘结构方程模型对数据进行分析。结果表明,信息系统集成对系统质量和信息质量有积极影响。与现有的研究结果相反,只有知识、环境和商业因素直接决定了信息系统的整合。作者讨论了这些结果对IS整合和未来研究的影响。
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引用次数: 0
Further Analysis of Some Northen Asian Corporate Governance Standards After the Global Crisis 全球金融危机后东北亚公司治理标准的进一步分析
Q4 BUSINESS Pub Date : 2023-09-25 DOI: 10.4018/ijabim.330679
Dinh Tran Ngoc Huy, Nguyen Trong Diep
The aim of this article is to present a set of comparative corporate governance standards in some Northern Asian countries, including Bangladesh and Mongolia. There are strengths and weaknesses in these codes or practices which will be identified in this work. Therefore, this article not only identifies different points in latest corporate governance standard principles and systems in the above two countries, but also provides with a summary of evaluation of current corporate governance systems in these above countries which may enable relevant organizations in re-evaluating their current ones. Last but not least, it aims to illustrate a limited comparative set of standards of Northern Asian corporate governance, and give proper recommendations to relevant governments and institutions toward a sustainable practices in business life.
本文的目的是介绍一套比较北亚国家的公司治理标准,包括孟加拉国和蒙古。这些守则或做法有优点和缺点,将在本工作中加以确定。因此,本文不仅识别了上述两国最新的公司治理标准原则和制度的不同点,还对上述两国现行公司治理制度的评价进行了总结,以供相关组织重新评价其现行公司治理制度。最后但并非最不重要的是,它旨在说明一套有限的比较北亚公司治理标准,并为相关政府和机构提供适当的建议,以实现商业生活中的可持续实践。
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引用次数: 0
期刊
International Journal of Asian Business and Information Management
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