International Journal of Professional Business Review
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THE CORRELATION BETWEEN INTERNAL AND EXTERNAL CUSTOMER SATISFACTION AS A TOOL FOR ACTIVATING SERVICE MARKETING IN SMALL AND MEDIUM ENTERPRISES
Get PDFPurpose: This research paper seeks to determine the relationship between internal and external customer satisfaction in order to activate the marketing of tourism services for Algerian small and medium enterprises by practicing internal marketing.
Methodology: In order to answer the raised questions and test the validity of the hypotheses, and after reviewing previous studies, the descriptive analytical approach was relied upon, as this approach is one of the forms of scientific description and interpretation organized to describe the variable under study, depict it quantitatively, and analyze it. To extract the results, one of the methods of this approach was relied upon, which is the field survey by investigating the opinions of employees of the Algerian small and medium tourism enterprises under study on the impact of internal marketing on achieving internal and external customer satisfaction; to obtain data and information that help in coming up with results to provide suggestions and recommendations. The researchers used the questionnaire in this. The study community was selected, which was all small and medium tourism enterprises (agencies, hotels, airports, ...) operating in the Algerian tourism sector. Based on the study community, a random sample of 20 tourism enterprises operating in various parts of the country was selected. The sampling unit (items) was represented by the employees of the institutions under study. 140 questionnaires were distributed, 126 of which were returned, thus the return rate was 90%. Therefore, the study sample is 20 small and medium enterprises represented by 126 individuals.
Results: The study concluded that there is a role for internal marketing procedures in achieving internal customer satisfaction, and that there is a role for internal customer satisfaction in achieving external customer satisfaction..
Practical Implications: The practical implications of the research were to recommend the need to expand the interest of Algerian small and medium enterprises in internal marketing, due to its major role in improving the organizational climate and achieving both job satisfaction and external customer satisfaction.
Originality/Value: This study contributes to the growing body of knowledge on the concept of internal marketing application in SMEs as a necessity to achieve internal and external customer satisfaction, and can contribute something new to both practitioners as the study provides actionable insights for developing policies for these organizations
CIRCULAR ECONOMY AND ENVIRONMENT: ANALYSIS OF THE RELATIONSHIPS BETWEEN POPULATION, HOUSEHOLD AND SIMILAR WASTE AND GREENHOUSE GAS EMISSIONS IN ALGERIA (2010-2023)
Get PDFObjective: The objective of this paper is to analyze the relationships between total population (POP), household and similar waste (DMA), and greenhouse gas emissions (GES) in Algeria from 2010 to 2023. The study explores trends in these variables and employs the Granger causality test to assess causal relationships between population growth, waste production, and emissions. Findings provide insights into the interdependencies among these factors. Recommendations for improving waste management through circular economy practices are also discussed.
Theoretical Framework: The theoretical framework is based on the interrelationship between population growth, waste production, and greenhouse gas emissions. It posits that as population increases, household waste generation rises, which subsequently contributes to GHG emissions. This framework underpins the use of the Granger causality test to explore causal links among these variables in Algeria.
Method: The study employs a descriptive analysis of the variables—total population, household waste (DMA), and greenhouse gas emissions (GES)—over the period 2010-2023. The Granger causality test is applied to examine causal relationships between total population and DMA, and between DMA and GES emissions. Data is analyzed to identify unidirectional causal links at a 5% significance level.
Results and Discussion: Population growth directly impacts household waste (DMA) and greenhouse gas emissions (GES). Waste management is crucial for controlling emissions. Algeria needs to implement circular economy practices like recycling and waste sorting to mitigate environmental impact.
Research Implications: Population growth in Algeria leads to increased waste production and emissions, necessitating improved waste management strategies and adoption of circular economy practices for sustainable development.
Originality/Value: The study explores the link between population growth, household waste production, and greenhouse gas emissions in Algeria, offering insights for policymakers and sustainable waste management strategies
LETRAMENTO RACIAL NA FORMAÇÃO DE PROFESSORES: DESAFIOS E ESTRATÉGIAS
Get PDFObjetivo: O objetivo deste estudo é investigar os desafios e as estratégias necessárias para consolidar o letramento racial no desenvolvimento de professores no Brasil, com o intuito de buscar analisar os obstáculos enfrentados, identificar práticas pedagógicas eficazes e propor sugestões para políticas públicas que promovam a inclusão do letramento racial nos currículos e na formação continuada.
Referencial Teórico: Neste tópico, são apresentados os principais conceitos e teorias que fundamentam a pesquisa. Destacam-se a teoria crítica de Oliveira (2020) e no conceito de interseccionalidade de Girardi (2020), abordando como o letramento racial capacita os professores a combater desigualdades estruturais relacionadas à raça, gênero e classe. Além disso, estudos de Silva (2021) e Sousa (2022) ressaltam a importância de incorporar questões raciais na formação docente, fornecendo uma base sólida para a compreensão do contexto da investigação.
Método: A metodologia adotada para esta pesquisa compreende a abordagem qualitativa exploratória que foi adotada por meio de pesquisa bibliográfica, baseada em trabalhos acadêmicos dos últimos cinco anos. A coleta de dados foi realizada por meio das fontes analisadas que incluem bases de dados, como: Scielo, Google Scholar e Periódicos CAPES, visando compreender os fenômenos sociais ligados ao letramento racial e às práticas docentes.
Resultados e Discussão: Os resultados obtidos revelaram que os principais desafios identificados incluem resistência institucional, falta de materiais didáticos apropriados e insuficiência de capacitação específica. Estratégias pedagógicas e políticas públicas eficazes, como programas de formação continuada, são apontadas como cruciais para possibilitar a igualdade racial nas escolas. Na seção de discussão, esses resultados são contextualizados à luz do referencial teórico, destacando-se as implicações e relações identificadas. Possíveis discrepâncias e limitações do estudo também são consideradas nesta seção.
Implicações da Pesquisa: As implicações práticas e teóricas desta pesquisa são discutidas, fornecendo insights sobre como os resultados podem ser aplicados ou influenciar práticas no campo da pesquisa que oferece subsídios para (re)formulação de políticas públicas e práticas pedagógicas que incentivem o letramento racial, impactando positivamente a formação de professores. Essas implicações podem abranger, tanto as humanas quanto áreas da saúde.
Originalidade/Valor: Este estudo contribui para a literatura ao explorar de forma inovadora os desafios e soluções na implementação do letramento racial na formação docente, promovendo uma educação mais inclusiva e equitativa. A relevância e o valor desta pesquisa são evidenciados por conscientizar o sujeito a viver em sociedade em meio a diversidade étnica
ACCOUNTING INFORMATION DISCLOSURE: HOW FAR IS SO FAR
Get PDFPurpose: Accounting information asymmetry increases moral hazard, agency costs, shareholders’ discontent, and further aggravates the discomfort of minority shareholders. As such, how far is so far when connecting information disclosure with firm characteristics has remained a debate. This study thus investigated the nexus between firm characteristics and accounting information disclosure with emphasis on the banking sub-sector in Nigeria.
Theoretical Framework: Accounting information disclosure is not hidden from theoretical discussions within the corridors of opportunistic behaviors, agency-theory and information asymmetry or information failure theory
Design/Methodology/Approach: Annual reports of eleven top banks in Nigeria were analyzed covering a period of 5 years from 2010 to 2014 using the firm characteristics – size, profitability, age, and international presence. A disclosure checklist consisting 137 voluntary items was developed and multiple regression analysis performed.
Findings: The results revealed a positive significant relationship between accounting information disclosure with age, international exposure, and a negative significant relationship was observed for profitability and size. Generally, the level of disclosure in the banking sector was found to be high at 62%.
Research, Practical & Social Implications: This study recommends accounting information democratization and sharing to build and restore confidence in banks’ activities and public perception.
Originality/Value: The investigation on how far is so far in accounting information disclosure should be perceived from the eye of the stakeholders investments. Be that as it may, it is only fair and ethically moral for persons/groups that have invested in a business and or in a bank to regularly have access to concrete and verifiable mandatory and voluntary information disclosure on the financial position of their hard-earn funds to make reasonable decisions
The Importance of Educational Video in Learning During Pre and Post COVID-19 Pandemic: Bibliometric Analysis
Get PDFPurpose: The aim of this study is to focuses on the importance of educational videos in learning pre and post the COVID-19 pandemic.
Theoretical Framework: The bibliometric analysis was conducted using the SCOPUS database to gain a clearer understanding of this field. The trends and origins of published literature were analyzed.
Design/Methodology/Approach: The data was analyzed using Microsoft Excel and SPSS 25.0, which were essential tools, along with the Publish or Perish software and VOSviewer version 1.6.15. A standard bibliometric analysis was employed to present the citation analysis, research productivity, and evolution of publications.
Findings: There are several learning theories that offer insights into how educational videos function as effective tools for teaching and learning.
Research, Practical & Social Implications: In summary, educational videos can be effective teaching and learning tools, but their effectiveness depends on factors such as video quality, the viewer's learning objectives, and the context in which the video is used.
Originality/Value: Based on the findings of this study, educational videos possess unique qualities that make them effective learning tools, capable of supplementing or partially replacing traditional teacher-led and classroom-based methods
THE EFFECT OF SOCIAL CUSTOMER RELATIONSHIPS MANAGEMENT ON CUSTOMER LOYALTY IN INDONESIA'S E-COMMERCE
Get PDFPurpose: The aim of this study is to determine whether social customer relationship management through social media marketing improves customer engagement and if it can support customer loyalty and retention.
Theoretical Framework: Customer loyalty and retention are influenced by factors such as customer engagement and satisfaction through social customer relationship management. However, it is known that each generation such as generation X, Y and Z has different behavioral traits and views on the digital era on how they affect the current business industry. Therefore, the researchers decided to conduct further research on customer engagement influences customer satisfaction, customer loyalty and retention, and whether generational cohorts operate as a moderating element between SCRM to CL (Customer Loyalty) and CR (Customer Retention).
Methodology: The method used in this study is the survey and sampling methods used in this study with a purposive sampling technique. Samples were collected as many as 207 participants were surveyed using Google Docs, who are strictly Gen X, Gen Y, and Gen Z, currently living in Jakarta, Bogor, Depok, Tangerang, Bekasi, and using e-commerce platforms.
Findings: Data analysis in this study used path analysis. The data processing method uses PLSSEM. The impact of social CRM on customer loyalty in Indonesia's e-commerce industry is that social CRM positively influences customer loyalty. The study found that social customer relationship management (CRM) is an effective way to increase customer satisfaction and encourage loyal online purchases. It significantly impacts customer satisfaction, leading to increased loyalty and profitability.
Research, Practical & Social Implication: The research on the impact of social CRM on customer loyalty in Indonesia's e-commerce industry provides valuable insights and practical implications for businesses looking to enhance customer loyalty and succeed in the e-commerce market
CUSTOMERS ATTITUDE AND SATISFACTION TOWARDS ONLINE SHOPPING: A STUDY IN ERODE DISTRICT OF TAMILNADU
Get PDFObjectives: In the rapidly expanding e-commerce market of India, understanding customer satisfaction across diverse age groups is crucial. This survey aims to provide insights into the determinants of customer satisfaction in online purchasing, focusing on participants from the Erode District. By exploring age-specific trends, the study seeks to uncover distinct preferences and expectations among different age cohorts in online shopping. The objectives include examining customers' online shopping habits, attitudes, and satisfaction based on their age groups.
Methods: Participants from the Erode District of Tamil Nadu, India, were involved in this survey. The methodology likely involved collecting data through structured questionnaires, interviews, or online surveys tailored to capture various aspects of participants' online shopping experiences. The survey may have incorporated demographic information, shopping behaviors, preferences, and satisfaction levels to analyze age-specific trends accurately. Statistical analysis methods were likely employed to interpret the gathered data and derive meaningful insights.
Results: The results of the survey provide valuable insights into the online shopping habits, attitudes, and satisfaction levels of customers in the Erode District across different age groups. It likely revealed significant trends and patterns regarding preferred shopping platforms, product categories, payment methods, and factors influencing overall satisfaction. The findings may also highlight any disparities or similarities in shopping behaviors and satisfaction levels among distinct age cohorts, offering actionable insights for e-commerce firms and policymakers.
Conclusion: Understanding customer satisfaction in online purchasing is essential for the sustainable growth of the e-commerce sector. This survey conducted in the Erode District underscores the significance of recognizing age-specific preferences and behaviors among online shoppers. By comprehending the diverse needs and expectations of customers across different age groups, businesses and governments can formulate targeted strategies to enhance the online shopping experience, drive customer satisfaction, and foster the continued expansion of the e-commerce market in India
IMPACTO DE LA APLICACIÓN DEL ENFOQUE BASADO EN COMPETENCIAS EN EL RENDIMIENTO ACADÉMICO DE LOS ALUMNOS DE UNA UNIVERSIDAD ESTATAL CHILENA
Get PDFObjetivo: El objetivo de esta investigación fue analizar los efectos de la aplicación del enfoque basado en competencias en el rendimiento universitario, a través tres indicadores, las tasas de retención, titulación y aprobación; realizando un estudio comparativo histórico.
Marco Teórico: El enfoque basado en competencias se describe a partir de la Declaración de Bolonia, que plantea un diseño de planes de estudios que permiten modernizar el proceso de enseñanza aprendizaje, en forma continuo y capaz de responder a un nuevo paradigma educativo basado en el aprendizaje centrado en el estudiante.
Metodología: Se utilizó un análisis descriptivo, el estudio comprendió una comparación entre las cohortes 2009-2013 y 2014-2018. Además, se calcularon las tendencias lineales y se realizó un análisis de correlación.
Resultado: Los resultados evidencian que la tasa de aprobación ha mejorado con la aplicación de los nuevos planes de estudios, pero, no ocurre lo mismo con las tasas de retención y titulación, que están condicionadas, principalmente, por factores distintos al diseño curricular.
Investigación, Implicaciones Prácticas y Sociales: Este estudio deja de manifiesto que el rendimiento académico no solo está afectado por el enfoque pedagógico aplicado, también inciden otros factores, como la situación socioeconómica de los alumnos, dualidad trabajo y estudio, las normativas de titulación y la integración social, entre otros.
Originalidad/Valor: Este estudio permite visualizar, en forma exploratoria, que la calidad de la docencia no solo se mide en función de los rendimientos académicos y que los diseños curriculares son un medio y no un fin en la formación professional
HUMAN RESOURCES MANAGEMENT AND ORGANIZATIONAL BEHAVIOR: CASE STUDY IN A CONSULTATION COMPANY
Get PDFObjective: To Analyze the relationship between human resources management and organizational behavior, in light of the analysis of high-performance work practices and workers' organizational commitment.
Theoretical Framework: This study focuses on the “high performance work practices” (Pfeffer, 1998; Becker, et al. 2001) which refer to a set of practices that aim to select, develop, and retain workers, especially the most innovative ones, to maximize the organization's performance.
Method: A case study was carried out in an innovation and technology consultancy organization, based on the application of a questionnaire survey on the components of organizational commitment (Nascimento et al., 2008) and the perception of workers regarding high performance work practices (Esteves, 2008). The sample is mainly composed of male professionals, between 26 and 34 years old and with a undergraduate or bachelor’s degree.
Results and Discussion: The results show some consistency with previous empirical studies: high performance work practices are present in this type of organization; professionals are affectively committed to the organization; there are significant correlations between high performance work practices and organizational commitment, especially at the level of affective commitment.
Research Implications: Assists in the design and implementation of practical human resources management strategies for managers, which contribute to the formulation of management systems focused on organizational commitment behaviors of professionals in the context of the consultancy sector.
Originality/Value: It is a pioneering study developed in a national context on the two constructs in the consulting sector, contributing to the literature by highlighting the importance of a relational and reflective approach to the importance of organizational behavior. Its relevance and value is evidenced by the support it gives to the design of management systems and practices based on organizational behavior
THE DOMINANT FACTOR OF THE GENDER MANAGEMENT IN THE QUR'AN PERSPECTIVE AT THE INTELLECTUAL AND PROFESSIONALISM MATURITY CAMPUS
Get PDFPurpose: Many people are confused and do not know about setting human roles, especially: what about gender status? Exploring Gender Leadership from a Quranic Perspective on Intellectual and Professional Maturity / Ulu Al-Albab University Campus. The purpose of this article is to describe gender terms and the management of equality in the Qur'an.
Theoretical Framework: The management of gender equality in the Qur'an or the perspective of efforts in the Ulu Al-Albab campus is interpreted and applied and implemented in all forms of that professionalism, which is reflected in the creation of intellectual professional and intellectual scholars as professional scholars. boys and girls alike. In all matters and fields, a life of depth of spirituality, breadth of knowledge, magnanimity, morality and maturity is presented with professionalism and coherence, enthusiastically enjoying and implementing the development of results.
Design/Methodology/Approach: The research method used a quantitative approachor naturalist in field education, and bibliography study type.
Findings: Research results indicate that the Qur'an signals with the terms "men" and "women", which are properly masculine and feminine, with additional knowledge not based on gender, with the terms "oldest" and "newest" when necessary, which is closely related to the type of gender or not (role), which prioritizes professionalism.
Research, Practical & Social Implications: Gender management from the perspective of the Qur'an, interpreted and implemented in the Ulu Al-Albab campus and applied in all forms of professionalism reflected in the creation of intellectual professional and intellectual scholars as professional scholars equally among boys and girls. All things and aspects of life bring deeper spirituality, broad knowledge, high morals and maturity, professionalism and enthusiastic togetherness to develop and make results.
Originality/Value: This study is unique because it focuses on UIN Maulana Malik Ibrahim Malang, the only Islamic university in Indonesia based on the general concept of Ulu al-Albab (intellectual and professional maturity)