This study investigated the effect of logistics and policy service quality on customer trust, satisfaction, and loyalty within the quick commerce landscape in Jordan, with a particular focus on generational differences between generation Y (Gen Y) and generation Z (Gen Z) users. A survey of 719 active Q-commerce users revealed that logistics service quality (personal contact quality, shipment condition, product availability, timely product delivery, and order accuracy) significantly affected customer satisfaction, with order accuracy being the most impactful factor. Additionally, both cash on delivery and order discrepancy handling significantly affected customer trust. Finally, customer satisfaction and trust affected customer loyalty, though in multigroup analysis, their relative importance varies between generations. Gen Z prioritizes speed of delivery and less concern on personal contact with delivery personnel. On the other hand, Gen Y values product availability and cash on delivery more than the younger generation. These findings offer valuable insights for Q-commerce platforms to tailor their strategies to the distinct priorities of each generation and enhance customer trust, satisfaction, and loyalty.

Diversity, equity, and inclusion (DEI) are crucial for commercial success, fostering innovation, fresh ideas, and mutual respect. Prioritizing DEI is vital for businesses to connect with a broader customer base. A study examined how effective diversity management influences a brand's diverse customer base and DEI policies. It explored the impact of DEI culture, workforce, evaluation practices, product issue resolution, and diversity partnerships on customers. Multinational entities surveyed, with 176 online HR and marketing experts participating. Likert scales, gauged responses, and structured equation modeling analyzed data. The study found that embedding DEI into company culture, maintaining diverse personnel, monitoring DEI performance, addressing DEI challenges with products, and engaging diverse partners positively affect a varied customer base. The research emphasizes that multicultural team leaders must prioritize diversity management for successful implementation, providing a theoretical and statistical framework for effective DEI policies across diverse clienteles.

Based on the expectancy disconfirmation theory, the study presents a conceptual model exploring consumer perception (perceived service quality, product quality, price, and corporate social responsibility) effect on satisfaction and word of mouth in smallholder horticulture stores. A quantitative analysis using Partial Least Squares-based Structural Equation Modeling (PLS-SEM) was carried. This method was used to identify elements influencing satisfaction and to explore the hypothesised relationships between consumer perceptions, satisfaction, and the spreading of positive word of mouth. The findings identify the perceived service quality and product quality as factors that enhance satisfaction. However, the perceived quality of the product is the only factor that aids word of mouth. Correspondingly, perceived product quality shows a favorable relationship with perceived price. On the other hand, perceived price and corporate social responsibility do not strengthen customer satisfaction, with corporate social responsibility not aiding word of mouth. Furthermore, the study tested the strength of cus-tomer satisfaction as a mediating variable between consumer perception and word of mouth, and none of the results proved significant. Similarly, perceived price does not mediate the path between perceived product quality and customer satisfaction. The study is of benefit to scholars, smallholders, and agricultural policymakers, particularly in emerging economies.

The aim of this research paper is to test the effect of service quality on employee satisfaction at Indonesian electrical owned state company context. The data collection was carried out through questionnaire dissemination to 70 respondents. The respondents are employees in education and training at PT. PLN (Persero) Udiklat Jakarta. This type of research is quantitative, and sampling is done by non-probability sampling. The data analysis used was simple linear regression analysis. The research results showed that service quality still had a significant effect on participant's satisfaction in education and training, both simultaneously and partially at PT. PLN (Persero) Udiklat Jakarta. Employee satisfaction affected by 48.16% of service quality and the rest is 51.84% influenced by other factors that are not examined.

The objective of the current study is to explore the factors affecting customer loyalty towards service quality at veterinary clinics in Kuala Lumpur. As veterinary clinic engaged with service businesses, it is fundamental to focus on the client’s perception of their service. A modified version of SERVQUAL was used to assess the service quality of the veterinary clinics. The total number of 200 respondents conveniently selected in this study, and the pre-tested questionnaires which contains five segments; demographic profile of the respondent, the expectations and perceptions of clients about the service quality of the veterinary clinic, client satisfaction, and loyalty respectively were randomly circulated. The service quality dimensions investigated in the research were tangible, reliability, responsiveness, assurance, empathy, accessible, animal welfare, and pricing. The collected data were analyzed using SPSS software, and tabulated as descriptive, correlation, and regression analysis. All the dimensions which were used are significantly correlated with each other. The service quality dimensions; tangible, responsiveness, assurance, empathy, accessible, animal welfare were the key antecedents of the customer loyalty. Thus, in order to maintain competitive in business, the veterinary clinics should improve their quality of service with the aim of attract new customers, and maintain the business as profitable manner.

In a complex digital era, innovative supply chain management is the key to success in overcoming logistical challenges. By implementing the latest technology, adopting innovative strategies, and managing risk well, Micro, Small and Medium Enterprises (MSMEs) can improve supply chain efficiency and effectiveness. The main driver of innovation is leadership in the supply chain. The supply chain network views transformational leadership and innovation as a source of competitive advantage. This study attempts to examine the direct and indirect relationship between supply chain transformational leadership, supply chain innovation performance, and satisfaction with supply chain outcomes. The main objective of this study is to analyze the mediating effect of supply chain innovation performance on the effect of supply chain transformational leadership on supply chain outcomes. The study uses structural equation modeling (SEM) with SmartPLS 3.0 software where primary data are obtained through a survey by distributing questionnaires. Respondents from this study were 507 leaders of MSMEs who were included in the purposive sampling criteria. The results of the instrument scale test used in this study met the standards of validity and reliability analysis. The results of the regression analysis of this study indicate that supply chain transformational leadership had a significant and positive effect on satisfaction of supply chain outcomes. Supply chain transformational leadership also maintained a significant and positive effect on supply chain innovation performance. Moreover, supply chain innovation performance provided a significant and positive effect on supply chain outcomes. There was also a partial support in examining the effect of mediating variables on supply chain innovation performance on the positive effect of chain transformational leadership. The theoretical implication of this research is that the results of this study support previous research studies which state that supply chain transformational leadership had a positive and significant contribution to satisfaction of supply chain performance and encourages the improvement of MSMEs. The practical implication of this research is that MSMEs managers must use transformational leadership to encourage increased performance and innovation because the results of this study have proven that transformational leadership in the supply chain will contribute to increased innovation and performance of MSMEs.

Recently, the importance of service quality in various industries has gained much attention. Along with the development of technology, firms offer self-service technology to serve customers and create customer satisfaction. This aims to achieve positive behavioral intention, which could potentially become behavioral loyalty. This study aims to analyze how SST-Servqual affects customer satisfaction, behavioral intention, and behavioral loyalty mediated by corporate reputation in the Indonesian public service sector. We collected data from 400 self-service technology users through an online survey. To answer all hypotheses, we use Structural Equation Modeling with Lisrel 8.71. The results prove that SST-Servqual affected satisfaction, behavioral intention, and behavioral loyalty, both directly and indirectly, through company reputation. This research provides knowledge for the Indonesian service industry to build new technologies for increasing satisfaction, positive behavioral intentions, and behavioral loyalty.

The purpose of this study was to analyze the effects of customer satisfaction, service quality, perceived value and brand image on consumer loyalty through a quantitative method. The research was conducted in schools in Indonesia. The sample of respondents in this study were 308 of owners of Small and Medium Enterprises (SMEs). The sampling method used was simple random sampling. Data collection techniques were accomplished using online questionnaires through social media. The measurement scale in this study was a Likert scale with a range of 1-7 and data analysis was performed using structural equation modeling (SEM) with data processing software SmartPLS software. The independent variables in this study were customer satisfaction, perceived service quality, perceived value, and brand image, while the dependent variable was customer loyalty. Based on the results of the study, it was found that satisfaction has a positive and significant effect on consumer loyalty. However, perceived service quality, perceived value and brand image had no significant effects on consumer loyalty.

This study examines effect of transformational leadership (TFL) on work motivation in Vietnam, through the mediating role of employee emotions (expressed by the effect of leader on employee satisfaction). This paper considers employee motivation using independent and intermediate variables characterizing individuals and organizations. In order to find relationships between the select-ed variables, and to evaluate the role of the mediator, a technique of Explore Factor Analysis method (EFA) is sued with primary data collected from 286 among 317 employees currently working using regression models and 500 bootstrapping samples in order to quantify the role of the mediator. For the purposes of the analysis, the structural equation modelling (SEM) method was efficiency applied. The quantitative research was conducted in SMEs selected by stratification technique. In both cases the outcomes are significantly determined by employees’ motivation. This practical model demonstrates an influential relationship between TFL and work motivation. The study provides proof that the relations of transformational leadership have been shown to have a direct indirect influence on employee motivation, in which the mediator is the satisfaction which has direct impact on work motivation. The results of the research show strong evidences for policy makers and enterprises for management at SMEs as well as it contributes to literature review of behavior organization. Findings also strongly show implied solutions which would support for Vietnamese SMEs to improve stable job performance.

This paper evaluates factors influencing the player loyalty with golf courses. The main factors include service quality, perceived value, customer (player) satisfaction, and golf course image. The results indicate that in the golf course business in the Northern Vietnam, factors such as perceived value and customer satisfaction had significant impacts on player’s loyalty. Service quality did not have any direct impact on player’s loyalty but highly influenced player loyalty through other mediators. Golf course image that had not been studied in the golf tourism business before, was also proved its significant role on impacting the golfer loyalty.