Ethical Service Operations Compliance and Customer Satisfaction in the Hotel Supply Chain Industry: A Structural Equation Modeling Approach (Published)
This study examined the effect of ethical service operations compliance on customer satisfaction outcomes in the hotel supply chain industry in Imo State, Nigeria. Specifically, it assessed how reliability, effective communication, and respect for others influence repeat purchase behavior, word-of-mouth intentions, and customer referral. A cross-sectional survey design was adopted, and data were collected from hotel staff and customers in five hotels using a structured questionnaire. The data were analyzed with Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that reliability has a significant positive effect on repeat purchase behavior, word-of-mouth intentions, and customer referral. Communication produced mixed effects, including a significant negative relationship with customer referral, while respect for others did not show a significant direct effect on any of the satisfaction outcomes. The study concludes that reliability is the most influential ethical service dimension in driving customer behavioral outcomes in the hotel industry. It recommends that hotel managers prioritize consistent service delivery, clear and accurate communication, and measurable ethical standards in operational processes.
Keywords: Customer Satisfaction, PLS-SEM, Reliability, Supply Chain, communication, ethical service operations, hotel industry, respect
ASSESSING THE ROLE OF QUALITY SERVICE DELIVERY IN CLIENT CHOICE FOR HEALTHCARE: A CASE STUDY OF BECHEM GOVERNMENT HOSPITAL AND GREEN HILL HOSPITAL (Published)
Healthcare is one of the Ghana’s biggest sectors, in terms of revenue and Employment. With Ghanaians fast growing purchasing power, patients are willing to avail themselves with good quality healthcare deliveries. As a result, it is essential for health facilities to evaluate the quality of service being delivered.. Service Industries are now focusing on service quality so as to drive high levels of patients satisfaction (Kumar et al., 2008).This study sought to investigate the reason for client choice for a healthcare in Bechem Government Hospital and Green Hill Hospital. The research used quantitative research methods to collect and analyze data. The statistical Package for Social Sciences (SPSS) was used for quantitative data collection.From the respondents view point, the private hospital was rated better in terms of the reliability, responsiveness, empathy and tangibility as compared to Bechem Government Hospital. These means that management of Bechem Government Hospital need to improve more on these factors.Again, on the factors that affect quality healthcare delivery the private hospital was ranked higher than the public hospital (Bechem Government Hospital). The author therefore recommends the use of SERVQUAL model for the government Hospital used in this research. The SERVQUAL model will help the hospital to improve upon the gap identified in performing its service and consequently satisfy the patients.
Keywords: Bechem, Empathy, Government, Healthcare, Hospital, Reliability, Tangibles