Fernando de Oliveira Santini

Student satisfaction in higher education: a meta-analytic study

ABSTRACT This paper discusses the results of a meta-analysis performed to identify key antecedent and consequent constructs of satisfaction in higher education. We offer an integrated model to achieve a better understanding of satisfaction in the context of higher education. To accomplish this objective, we identified 83 studies that were valid and relevant to the research objective of the current study, generating a total of 469 observations. We identified studies published from 1986 to 2016 and analyzed six antecedent dimensions (perceived value of educational services, resources provided to the student, service quality perception, marketing orientation, identity of the higher education institution, university environment) and one consequent dimension related to satisfaction. The 7 dimensions exhibited a total of 51 relationships. We believe that the originality of the findings clearly contributes to future academic research in higher education.

Meta-Analysis of the Long- and Short-Term Effects of Sales Promotions on Consumer Behavior

ABSTRACT This article presents a meta-analysis aiming to assess the short- and long-term effects of sales promotions on consumer behavior. We found 221 studies addressing this relationship. Our final sample provided 139 observations. First, the results revealed a significant relationship between sales promotion and both purchase intentions and sales volume. Second, we identified significant and positive connections with brand loyalty, perceptions of quality, consumer attitudes, and switching costs for consumers. Third, we noted that the sample type, the number of promoted products and sample size partially moderated the relationship between sales promotion and short/long-term effects.

A Meta-Analysis of the Antecedents and Consequences of Satisfaction in Tourism and Hospitality

The authors conducted a meta-analysis aggregating empirical findings on satisfaction in the tourism and hospitality literature. This article features this meta-analysis (k of conditions = 125; o of conditions = 292, and N = 82,913) of empirical studies and aims to identify the related dimensions of satisfaction in tourism and hospitality by evaluating its primary antecedents and consequences. The findings indicated that satisfaction correlated with both antecedents (quality, destination image, environment, perceived value, hedonic value, utility value, and monetary value) and consequences (purchase intention, loyalty, trust, and word-of-mouth). In addition, possible moderators of the relationship between the constructs of antecedents and consequences of satisfaction (sample type, application of research, and sample size) have also been examined. After discussing these findings, the authors concluded with a discussion of the implications for practice and further research.

A meta-analysis of satisfaction in the banking sector

Purpose The purpose of this paper is to present a systematic framework with a meta-analytical approach to distinguish various types of antecedents and consequences of satisfaction in the banking sector. Design/methodology/approach The authors conducted searches in 13 databases and analysed 811 relationships in 210 articles. For the quantitative data analysis, the authors used the coefficient of correlation r as a metric variable to measure the effect size of the studied scope variables. Findings The findings of this meta-analysis demonstrated ten dimensions that directly influence satisfaction in the banking sector: a bank’s atmosphere, special treatment and relational benefits, timesaving features, the dimensions and determinants of service quality, customers’ overall perceptions of service quality, end-user computing, service recovery, external factors, strategic orientation and behavioural outcomes. These ten dimensions were derived from 55 variables. Research limitations/implications This meta-analysis reviewed relationships found worldwide in the literature, expanding and improving the current knowledge. It identified ways that research on satisfaction in the banking sector is lacking and presents suggestions for the elaboration of new studies to allow future researchers to better define their agendas. Practical implications The results show that managers should care about satisfaction because it results from the consumer’s banking experience. The ten dimensions affect satisfaction to differing degrees. Originality/value This research tested the impact of the antecedents and consequences of satisfaction in the banking sector and presented important results through this meta-analytical review. This meta-analysis contributes to the marketing literature, with a set of empirical generalizations, including relationship coefficients and calculated fail-safe numbers.

Apps for mobile banking and customer satisfaction: a cross-cultural study

Purpose By specifically focussing on the use of mobile banking apps, the purpose of this paper is to examine how perceived justice moderates the relationship between the benefits offered by mobile banking and the consequences of satisfaction with mobile banking. This research employs a model in which mobile banking offers comprehensive benefits, satisfaction and consequences that favour mobile banking; in addition, the model also tests the moderating role of perceived justice and uncertainty avoidance in this context. Design/methodology/approach This survey study was conducted among bank customers who suffered service failure with certain mobile banking apps. The surveys were collected in three different countries: Brazil, India and the USA. A total of 383 questionnaires were collected. Confirmatory factor analysis and structural equation modelling were applied to analyse and test the hypotheses of this study. Findings The results indicate that the benefits offered by mobile banking are positively related to customer satisfaction. Additionally, three consequences of customer satisfaction were analysed: trust, loyalty and positive word-of-mouth. Regarding the context of service failure, the influence of offered benefits on customer satisfaction was significantly different between customers with high and low perceived justice. Uncertainty avoidance (Brazil, USA and India) was not a significant moderator in this study. Practical implications The model can be useful for banks to understand perceived justice. Additionally, managers can use the study’s results to develop strategies to better serve customers. Originality/value The main contribution is to extend previous research on the benefits offered by mobile banking and the consequences of satisfaction with mobile banking, which includes studies on service failure and perceived justice.

Sustainability in Higher Education Institutions: Validation Process of Quantitative Instrument

Higher education has a key role in creating change and addressing issues of fundamental interest for human beings, such as inequality and social justice, globalization and development, environmental protection and sustainability (Tormey, Liddy, Maguire, & McCloat, 2008). Recently, some Higher Education Institutions (HEIs) have developed action and research plans, as well as introducing changes in their educational structure, intended to make sustainability part of their daily routines (Ollis & Krupczak, 2007). Despite these efforts, broader educational trends have emerged as obstacles (Ryan, Tilbury, Corcoran, Abe, & Nomura, 2010). Attempts to introduce sustainable practices in HEIs face obstacles such as: the modus operandi of the traditional means of creating and disseminating academic knowledge; the organizational structures of universities; and the need for more human and financial investments. Despite such obstacles, some HEIs have made specific changes intended to help produce students with a more favorable view of sustainability.

Strategic orientation for failure recovery and performance behavior

Purpose The purpose of this paper is to analyze the moderating effect of salesperson environmental and goal orientation on the relationship between strategic orientation for failure recovery and performance behavior. Design/methodology/approach In total, 287 usable samples were collected from surveying sales representatives. The data were analyzed using structural equation modeling. Findings The results indicated that the recovery strategy has a positive and significant impact on performance behavior. However, this relationship can be influenced by high levels of competitiveness to generate a smaller commitment in the sales team in behavioral performance and by the fact that salespeople who have a high learning goal orientation ascribed stronger relationships between the recovery strategy and performance goal. Originality/value Academically, this research has several purposes. In the sales area, the authors analyze the strategic orientation for failure recovery. The authors believe that this approach is necessary to improve the scientific quality of the studies in the sales area.

Food Package Familiarity and Perceived Amount of Verbal Information: The Moderating Effect of Frugal Behavior

ABSTRACT This paper discusses the moderating effect of frugal behavior on the relationship between food package familiarity and the perceived amount of verbal information. Two experiments were conducted on food packaging to analyze two central points: (a) the relationship between food package familiarity and the perceived amount of verbal information and (b) the moderating effect of frugal behavior on this relationship. The studies demonstrate the negative influence of food package familiarity on the perceived amount of verbal information. We demonstrate that the greater (smaller) the familiarity with food packaging is, the smaller (greater) the visual attention to the verbal information will be. Second, we show that frugal behavior moderates this behavior. Our experiment shows that a greater (smaller) tendency toward frugal behavior tends to have a positive (maintain negative) effect on the relationship between food package familiarity and the perceived amount of verbal information.

The role of satisfaction in fashion marketing: a meta-analysis

ABSTRACT We analysed the antecedents and consequents of satisfaction in the fashion industry. Due to the number of primary papers found in the systematic review with applications in different fashion contexts, we opted to analyse possible moderators. This meta-analysis was undertaken in three distinct steps: a data search, a data collection process and a process of data coding and analysis. We analysed studies published between 1993 and 2017. Thirty-seven studies were found to be valid with respect to this research. The studies generated 283 observations. Our results present a global synthesis of the antecedents and consequents of satisfaction in the fashion industry. Fifteen antecedents and 17 consequents were found to have a positive and significant effect size for the satisfaction construct in the fashion industry.

A meta-analytic review of hedonic and utilitarian shopping values

Purpose Hedonic and utilitarian shopping values have been researched since the mid-1980s in the fields of marketing, retail and specially on consumer behaviour. A number of studies have found evidence of their effects on satisfaction, buying intention and loyalty, but others have found no such effects or negative results. The purpose of this study is to apply a meta-analytic review on the shopping values. Design/methodology/approach This paper presents a meta-analysis of the relationship between hedonic and utilitarian value on shopping response, using 190 studies. The authors also limited their search to the past 19 years (1995-2014). Findings The findings are as follows: hedonic shopping value is positively associated with utilitarian, ρ = 0.56; hedonic and utilitarian exhibit positive main effects on satisfaction, buying intention, loyalty, perceived benefits and search for information; in general, these associations are stronger (vs weaker) for utilitarian value; the effect size for the association between utilitarian and buying intention is stronger in the experimental condition and the indirect effect of hedonic on value, loyalty and word-of-mouth by the mediating effect of value. Research limitations/implications The authors proposed and found support for the parallel mediating effect. They also observed that not only hedonic and utilitarian shopping values had indirect effects on loyalty and word-of-mouth through perceived value and satisfaction but also both shopping values had different effects depending on the respective mediator. The indirect effects of hedonic values occur because the emotional and psychological circumstances of experience increase the perceived value, influencing consumers’ responses. Practical implications Retailers can create specific stores for consumers to attend to their shopping values. For example, the Adidas brand centre in Beijing/China provides the consumer with a unique and interactive retail experience. This kind of concept store and its experience (e.g. tunnel entry and team room) are congruent with shoppers’ hedonic value. Conversely, Nike Factory Store in the USA provides the consumer with a simple and fast retail experience. Originality/value The authors provide sufficient evidence that the two dimensions, hedonic and utilitarian value, are positively associated. This result is congruent with Batra and Ahtola (1991), Babin et al. (1994) and Spangenberg et al. (1997). The results support Chiu et al.’s (2005) argument that utilitarian and hedonic are positively associated based on Fishbein and Ajzen’s affect–cognition link and suggested that the instrumental and functional values are related to spontaneous responses that are more subjective and personal.