International research journal of management, IT and social sciences
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Exploring the impact of wait times and service delays on patient engagement and trust in healthcare facilities
Full text linkProlonged wait times and service delays continue to be central issues in the UK’s NHS, with far-reaching consequences for patient engagement and trust. How these operational problems affect patient attitudes is critical to the development of patient-centred care initiatives. This research aimed to investigate the impact of wait times, service delays, and associated communication variables on patient engagement and Trust in NHS healthcare settings. A quantitative cross-sectional survey was conducted among 500 adult NHS users who had utilized healthcare services within the last 12 months and experienced delays due to waiting times. Data were gathered using a standardised questionnaire that included demographics, experiences of wait times, communication, engagement, and trust. Hierarchical multiple regression analysis was conducted using SPSS, building models progressively on service experience and facility perception variables to determine predictive capability. The baseline model, which included only demographics, predicted negligible variance in engagement (R² = 0.034). Adding variables related to service experience improved model performance substantially (R² = 0.446). Wait time (β = -0.1987, p < 0.001), delay experience (β = -0.22, p < 0.001), and ease of booking (β = 0.1103, p < 0.001) were all significant predictors. Information about delays also had a positive impact on engagement
How positive emotion shapes the effect of price discounts and E-WOM on online impulsive buying: Evidence from Generation Z
Full text linkThe rapid growth of e-commerce and creative sectors has increased competition for digital-native consumers, especially Generation Z. In this environment, spontaneous online purchases influenced by emotions play a major role in driving sales, yet the processes connecting marketing cues to impulsive online buying are still not well understood. This study explores how positive emotion mediates the effects of price discounts and electronic word of mouth (eWOM) on Gen Z’s online impulsive buying behavior. Data were gathered from 160 Gen Z individuals with prior e-commerce purchasing experience using a structured online questionnaire and purposive sampling. The analysis, conducted through Partial Least Squares Structural Equation Modeling (PLS-SEM), reveals that price discounts significantly influence impulsive online buying both directly and indirectly through positive emotion, indicating partial mediation. Meanwhile, eWOM has no direct impact but affects impulsive buying entirely through positive emotion, showing full mediation. These results emphasize the importance of emotional responses in converting marketing efforts into impulsive purchases. The study enriches online consumer behavior research by linking price incentives and social influence with emotional processes in an emerging market Gen Z setting. Practically, e-commerce platforms should combine compelling discounts with emotionally appealing eWOM to evoke positive emotions and boost impulse buying
Driving customer loyalty: Mediating effect of customer satisfaction on service quality and brand image
Full text linkThis study investigated the critical roles of service quality and brand image in driving customer loyalty, specifically examining how customer satisfaction mediates these relationships among Indihome users in Denpasar. Grounded in the Stimulus-Organism-Response (S-O-R) theory, this research explores how service quality and brand image, as external stimuli, influence internal consumer satisfaction to foster loyalty. A quantitative approach was employed, collecting data through an online survey from 250 Indihome consumers in Denpasar. Data analysis utilized Structural Equation Modeling–Partial Least Squares (SEM-PLS). Findings confirm that service quality and brand image both positively and significantly influence customer loyalty directly. Additionally, both service quality and brand image positively and significantly impact customer satisfaction. Crucially, customer satisfaction was found to directly and positively affect customer loyalty, and it partially mediates the relationships between service quality, brand image and customer loyalty. These results highlight that customer satisfaction is a vital internal response, significantly amplifying how service quality and brand image translate into stronger customer loyalty
The influence of brand image and customer experience on reuse intention with trust as a mediating variable: A study on sociolla users
Full text linkIn Indonesia's growing beauty e-commerce sector, customer reuse intention is vital for long-term survival, as retaining existing customers is a key factor. This study aims to explain the mediating role of trust in the relationship between brand image and customer experience on reuse intention at the e-commerce platform Sociolla. Using a quantitative approach with SEM-PLS, data were collected from 170 respondents via a Google Form questionnaire. The sample was selected using a purposive sampling technique. The findings indicate that brand image and customer experience both positively and significantly influence trust, which, in turn, boosts reuse intention. Additionally, trust was found to act as a partial mediator in the relationships between brand image, customer experience, and reuse intention. Theoretically, these findings contribute to the Theory of Planned Behavior by providing empirical evidence of how these variables are interconnected. The study also offers practical recommendations for Sociolla, such as utilizing brand ambassadors, enhancing customer service, ensuring transparency, and guaranteeing transaction security, to drive customer loyalty and retention
Beyond digital narratives: How ethical concerns shape Gen Z’s ESG investment choices
Full text linkThis study aimed to analyze the factors influencing Generation Z's sustainable financial investment intention in Indonesia, focusing on the roles of digital banking, social media, and ethics, along with the moderation of Artificial Intelligence (AI) and financial literacy. Motivated by the paradox between high ESG awareness and low actual investment participation, the study utilized an integration of the Theory of Planned Behavior and the Unified Theory of Acceptance and Use of Technology applying the SEM-PLS method to a sample of 151 Gen Z respondents selected via purposive sampling. The results indicate that Ethics was found to have a strong and significant positive influence, confirming that intrinsic personal values are the primary driver of investment decisions. Conversely, Digital Banking and Social Media showed no significant influence, attributed to the minimal integration of ESG analysis features on digital platforms and Gen Z's skepticism toward greenwashing. Furthermore, both AI and Financial Literacy failed to moderate the relationships, signalling a gap in technology implementation and a lack of specific ESG literacy
Evaluation of the impact of lean construction implementation on efficiency and waste management in large-scale infrastructure projects
Full text linkThis study aims to evaluate the impact of Lean Construction implementation on efficiency and waste management in large-scale infrastructure projects through a literature review. Lean Construction, adapted from lean manufacturing principles, offers a systematic strategy to reduce waste, improve collaboration, and optimise workflows. The synthesis of various studies indicates that the application of Lean Construction can improve project time efficiency by up to 25% and reduce costs by 18–30%, primarily through the reduction of waste types such as defects, overproduction, inventory, and waiting. However, implementation on projects with multiple stakeholders still faces challenges such as fragmented coordination, resistance to cultural change, and misalignment of contract systems. Strategic solutions identified include redesigning collaborative contracts, integrated human resource training, and leveraging digital technology for cross-disciplinary data synchronisation. This study recommends the need for synergy between the government, industry, and academia to create a more efficient and sustainable construction ecosystem in Indonesia
The effect of perceived ease of use and perceived usefulness on reuse intention with e-satisfaction as a mediation variable: Study on SIGNAL application users in Denpasar City
Full text linkIn the ever-evolving digital era, mobile applications have become an integral part of daily life, including in the management of public services. This study aims to examine the role of e-satisfaction in mediating the influence of perceived ease of use and perceived usefulness on reuse intention based on the technology acceptance model and expectation disconfirmation theory. This study uses a quantitative approach with the causal associative method. The sampling technique used was non-probability sampling, and the number of samples used was 180 users. Data were collected through a Likert scale questionnaire and analyzed using the Structural Equation Modeling method based on Partial Least Squares (PLS-SEM) to test the direct and indirect relationships between variables. The findings of the study show that perceived ease of use and perceived usefulness have a positive and significant effect on reuse intention, perceived ease of use and perceived usefulness have a positive and significant effect on e-satisfaction, and e-satisfaction has a positive and significant effect on reuse intention. The results of the mediation role test showed that e-satisfaction partially mediated the effect of perceived ease of use and perceived usefulness on reuse intention.
Factors that limit access to higher education
Full text linkThe research focused on identifying the factors that hinder access to higher education for graduates of the Educational Unit Eugenio Espejo, located in the San Sebastián parish, Pichincha canton, Manabí province, during the 2022-2023 period. Through surveys administered to students and teachers, and an interview with the principal, the main limitations faced by young high school graduates in the transition from secondary to higher education were investigated, a stage considered a crucial point in their academic career. The study classified the limiting factors into socioeconomic, academic, institutional, and personal dimensions, all of which have a direct impact on the development and standard of living of students. Descriptive research was adopted, with a mixed approach (qualitative and quantitative), supported by the survey method and the application of a questionnaire as a technique for the analysis and interpretation of the information. The results show that high school graduates' aspirations for higher education are restricted primarily by adverse socioeconomic conditions, the complexity of admissions tests (such as the ENES), which create unequal opportunities for students from working-class backgrounds, and limited knowledge about the application process
The impact of artificial intelligence on enhancing predictive decision-making in Human Resource Management: An empirical analysis within the Tunisian context
Full text linkAcross our interconnected world, the incorporation of artificial intelligence (AI) is reshaping how human resource management (HRM) makes its decisions (Amamou Mériam, 2023). In a country like Tunisia, which is committed to becoming a digital society, AI-based analytics is seen as just a starting point for improving HR forecasting and strategic influence, and it comes with inherent socio-cultural issues (Haak-Saheem, W et al., 2024). It is based on this that we turn to examine current research and applications of AI in HRM in Tunisia. We will explore both the factors promoting and those impeding adoption. Further, we critically assess ethical, organizational, and regulatory factors (Muraleedharan NV et al., 2025). Utilizing both new case studies and a comparison of the relevant literature, this article provides helpful guidelines for leveraging predictive HRM specifically within the Tunisian landscape. We highlight key areas such as the value of AI that focuses on human needs (Tembine, H et al., 2024), strong data management, and expanding the skills of the workforce to enable comprehensive growth
Solution for managing preschools according to the education quality accreditation requirements in Ho Chi Minh City in Vietnam
Full text linkThis study addresses the management of preschools in Ho Chi Minh City, Vietnam, in alignment with education quality accreditation requirements. It evaluates the current state of preschool management, focusing on organization, facilities, teaching staff, and stakeholder engagement. Through a survey of 180 respondents, including retired and current education administrators, local administrators, parent representatives, and graduate students, the study identifies strengths, weaknesses, and influencing factors. Seven solutions are proposed: organizing awareness campaigns, developing management plans, training staff, enhancing child care quality, managing facilities, socializing education, and implementing inspection systems. These solutions aim to improve preschool management, ensure compliance with national standards, and foster holistic child development. The findings provide a foundation for policy recommendations to enhance early childhood education quality and support sustainable educational development in Ho Chi Minh City