Category: Journals

Abstract

The aim of this study is to make a scientific contribution to understanding the relationship between SERVQUAL model and customer loyalty. The primary objective is to examine the composite relationship between SERVQUAL model and customer loyalty from the perspective of FMCG customers. The second objective is to investigate the relationship between each dimension of the SERVQUAL model in relation to customer loyalty. Through the self-rated survey, data was collected from the 400 walk-in customers of FMCG firms. Using PLS-SEM approach, the validation of SERVQUAL model was analyzed in relation to customer loyalty. Also, the influence of each dimension of service quality on customer loyalty was examined. The findings of primary objective revealed that the SERVQUAL model is significantly and positively linked to the customer loyalty. Further, the findings of the second objective revealed that each dimension of the SERVQUAL model has a significant relationship with the customer loyalty and depicts noteworthy contribution of service quality in literature. These findings suggest that SERVQUAL model is capable of being effectively used to evaluate the service quality in the FMCG market of Pakistan. Implications and future opportunities of the study are discussed.

Keywords: 

SERVQUAL, Service Quality, Customer Loyalty, Fast Moving Consumer Goods, PLS-SEM.

DOI: https://doi.org/10.30537/sijmb.v4i2.111

Abstract

An emerging new trend in the field of recruitment and selection is the use of Psychometric testing. The use of psychometric testing enables the recruiters to select only the best match candidates, the one who proved to be an asset to the organization. This research aimed to explore the effectiveness of psychometric testing in recruitment and selection through primary and secondary research. The primary data has been collected through in-depth interviews in the banking sector of Pakistan, and the analysis has been made through thematic analysis. The study explored that psychometric testing in recruitment is effective if used with a combination of other recruitment methods like face to face interviews and case studies. It was found that certain factors like time pressure, stress, limited options in the questionnaire and pressure of testing may have impacts on the responses of the candidates, but the psychometric results are more or less similar to their personality.

Abstract:

The core drive of the current study was to investigate that how individual psychological capital resources including academic efficacy and academic resilience influence student engagement. Secondly, the study was also intended to test the direct and moderating role of teachers’ support on the prior relationships. This study was designed to assess the masters’ students
in the Kingdom of Bahrain due to the dearth of research in the domain.
Hence, we collected students’ 350 responses from a total of five private universities in the Kingdom of Bahrain. We employed structural equation modeling for the analysis purpose using SmartPLS software. Drawing upon Conservation of Resource Theory, the findings suggested significant positive impact of academic efficacy and academic resilience on student engagement.
Accordingly, the results also landed support for significant positive
relationship between teachers support and student engagement. Notably, the bootstrapping procedures also reported significant moderation of teachers’ support on the relationship of academic efficacy and academic resilience with student engagement. The presented study attempted to fill a void by examining such relationships due to the reason that previous researchers
have largely ignored the role teachers’ support towards furthering the capitalization of individual psychological resources for better student engagement. Our study, lastly forwards robust recommendations and suggestions for future researchers.

Keywords:
Student engagement, Teachers’ support, Academic self-efficacy, Academic resilience, University students

Abstract

The aim of the study is to examine the Impact of Student Attitude, Trust, Subjective Norm, Motivation and Rewards on Knowledge Sharing Attitude among University Students. Theoretical model of the study is based on theory of reasoned action (TRA). Furthermore, the study based on four independent and one dependent variables. Data was gathered from 350 university students of Karachi. The research instrument contains close ended question. The result was summarised and data was interpreted with the help of Smart Partial Least Squares-SEM. The results of the study show that student attitude, trust, subjective norm, motivation and rewards have a significant positive impact on knowledge exchange behaviour between university students. On the basis of result, we can say that student attitude is not only the factors that have an impact on knowledge sharing behaviour of students but other elements also matter. Therefore, students need motivation, trust factor and perceived behaviour that lead the knowledge sharing attitude between them.

Keywords

behaviour, knowledge sharing, confidence, TRA, theory of reasoned action, mutual understanding

Abstract

The primary aims of this research are to test (1) if the servant leadership style of managers reduces the turnover intention of employees directly and indirectly through psychological safety and (2) if regulatory focus of employees moderates the relationship between servant leadership and psychological safety. This research answers the call by the researchers to analyse servant leadership as a stand-alone style. This study has been carried out among the schoolteachers working in private and public schools in Pakistan, a developing country in Asia. A questionnaire-based survey was conducted, and responses were collected from 255 teachers. A co-variance-based structural equation modelling approach was used to analyse the data. The salient findings are as follows: (1) servant leadership has a negative relationship with turnover intention, (2) psychological safety mediates the relationship between servant leadership and psychological safety, and (3) regulatory focus moderates the relationship between servant leadership and psychological safety. The findings are significant in strengthening the literature on servant leadership. Furthermore, theoretical and practical implications have been discussed.

Keywords: Servant leadership, Psychological safety, Regulatory focus, turn over intention

https://doi.org/10.1080/23311975.2018.1542652

ABSTRACT
The main objective of this study was to investigate the role of supervisor support on nurses’ job satisfaction in the public hospitals of Sindh province of Pakistan. The outcomes
explained a valid and reliable measurement model so that a structural model could be built upon it for testing research hypotheses. Results indicate that supervisor support has a significant impact on job satisfaction among nurses in Pakistan. Moreover, fairness perception less moderate rather, it is found to be a strong predictor of nurses’ job satisfaction. The finding are a
crucial learning for top management and people in key authorities regarding how supervisor support and fairness perceptions can be strategically used as an important work factor to positively enhance employee behaviors and outcomes. There are far greater benefits of supervisor support and fairness perceptions that organizations need to unveil in order to ensure strategic achievement of both individual and organizational objectives.
Keywords: Supervisor Support, Fairness Perception, Job Satisfaction, Pakistan

ABSTRACT
In the digital economy of Pakistan, banks and financial institutions are continuously engaged in efforts to launch new variants of plastic money. At present, the debit and credit cards are widely accepted, among other forms of plastic money, as convenient mode of payment in Pakistan. This increasing trend of debit/credit card usage is encouraging researchers to analyze the opinions of public regarding plastic card usage. This research undertaking
highlights the consumer attitude towards usage of these cards in Karachi by considering demographic factors: income, education, age, and gender along with some attitudinal variables: perception of benefits and risks of plastic money. The data is gleaned through survey from the sample of 372 respondents of Karachi. The results reveal that monthly household income, education, and age do not have any significant impact on the plastic card usage. Moreover, the findings uncover that males are using plastic cards more frequently than females. The inquiry confirmed that debit cards’ usage is more than that of credit cards’ usage. Moreover, the perceived benefits and risks play a significant role in usage of debit and credit cards.
Keywords: Consumer Attitude, Debit/Credit Cards, Plastic Card Usage, Marketing of Financial Products

Abstract: The study aimed to analyse the impact of brand image, brand perception, brand preference and brand loyalty on consumer purchase intention in the FMCG industry of Pakistan.
It also used entrepreneurial marketing as moderator between the association of brand loyalty, brand perception, brand image and brand preference with purchase intention. The study has used quantitative explanatory research design. In this concern, a sample of 424 responses was collected using convenience sampling technique from different self-service stores and mega malls of Karachi city, Pakistan. Survey instrument was adapted from numerous past literatures and designed on fivepoint Likert measurement scale. The results and findings of the study showed that brand loyalty, brand perception and brand preference have statistically significant and positive impact on purchase intention. Among the three statistically significant variables, brand loyalty has most impact on purchase intention, followed by brand preference and least influenced by brand perception. Additionally, the results showed that entrepreneurial marketing moderates the relationship of brand loyalty, brand perception and brand preference with purchase intentions of consumer toward FMCG brands in Pakistan. However, the results interestingly showed that brand image does not influence
purchase intention and also, entrepreneurial marketing does not moderate its relationship with purchase intention in regards to FMCG brands in Pakistan. The study also showed that combination of all the variables has strength to predict 34.1 percent of purchase intention in regards to FMCG brands of Pakistan. The study further provides conclusion, managerial recommendations and future research directions.
Keywords: Brand Image, brand loyalty, brand perception, brand preference, consumers’ purchase intention, entrepreneurial marketing

Abstract

In recent times, moderated mediation analysis has been proven to be one of the useful techniques in providing powerful analysis in many research areas such as social science, marketing, statistics, health science and others. Based on the usefulness of this technique, the current study adopted moderated mediation analysis approach to examine the impact of servant leadership on follower outcomes. This study examined the impact of servant leadership, an employee and community focused leadership style, on followers’ PsyCap and in-role performance. Data from 194 employees were collected from several local and international banks operating in Pakistan. In order to test for the validity of the measures that were employed in this study, confirmatory factor analysis was conducted. The hierarchical multiple regression analysis was used to test the hypothesized moderated mediation model. Based on social exchange theory, the results showed that followers PsyCap served as the psychological mediating mechanism through which manager’s servant leadership led to followers increased in-role performance. Furthermore, the results also supported followers’ work regulatory focus (promotion and prevention focus) as the dispositional boundary condition of this mediating effect wherein, the promotion focus has a significant effect on the indirect effect of PsyCap on servant leadership and in-role job performance relationship. However, there is an insignificant moderating effect of prevention focus on the indirect effect of PsyCap on servant leadership and in-role job performance relationship. This study contributes to both the servant leadership and PsyCap literature by addressing questions with useful theoretical and managerial implications.

Keywords: work regulatory focus, servant leadership, psychological capital (PsyCap), in-role performance