Syed Saad Andaleeb

An experimental investigation of satisfaction and commitment in marketing channels: The role of trust and dependence

This article was published in the Journal of Retailing [©1996 Published by Elsevier Inc.] and the definite version is available at: http://doi.org/10.1016/S0022-4359(96)90006-8 The Journals website is at: http://www.sciencedirect.com/science/article/pii/S0022435996900068

Customer satisfaction in the restaurant industry: an examination of the transaction‐specific model

Purpose – To determine the factors that explain customer satisfaction in the full service restaurant industry.Design/methodology/approach – Secondary research and qualitative interviews were used to build the model of customer satisfaction. A structured questionnaire was employed to gather data and test the model. Sampling involved a random selection of addresses from the telephone book and was supplemented by respondents selected on the basis of judgment sampling. Factor analysis and multiple regression were used to test the model.Findings – The regression model suggested that customer satisfaction was influenced most by responsiveness of the frontline employees, followed by price and food quality (in that order). Physical design and appearance of the restaurant did not have a significant effect.Research limitations/implications – To explain customer satisfaction better, it may be important to look at additional factors or seek better measures of the constructs. For example, the measures of food quality ...

Dependence relations and the moderating role of trust: implications for behavioral intentions in marketing channels

This article was published in the International Journal of Research in Marketing [©1995 Published by Elsevier Inc.] and the definite version is available at: http://doi.org/10.1016/0167-8116(94)00020-O The Articles website is at: http://www.sciencedirect.com/science/article/pii/016781169400020O

Determinants of customer satisfaction with hospitals: a managerial model

States that rapid changes in the environment have exerted significant pressures on hospitals to incorporate patient satisfaction in their strategic stance and quest for market share and long-term viability. This study proposes and tests a five-factor model that explains considerable variation in customer satisfaction with hospitals. These factors include communication with patients, competence of the staff, their demeanour, quality of the facilities, and perceived costs; they also represent strategic concepts that managers can address in their bid to remain competitive. A probability sample was selected and a multiple regression model used to test the hypotheses. The results indicate that all five variables were significant in the model and explained 62 per cent of the variation in the dependent variable. Managerial implications of the proposed model are discussed.

Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry

Abstract The relationship between a customers assessment of the service quality of an automobile service/repair facility and five factors—(1) perceived fairness of the facility and its personnel, (2) empathy, (3) responsiveness, (4) reliability, and (5) convenience—was examined. Perceived fairness was found to be an important determinant of service quality evaluation and its importance depended on the complexity of the task involved and the customers knowledge of automobile repairs. In particular, when the task was complex and the customer did not feel knowledgeable, perceived fairness was found to be significantly more important than any of the other four factors.

The effect of board’s quality on performance: a study of Canadian firms

We investigate the impact of boards quality as defined by a Score published in a Canadian National Newspaper on the performance of the firm. Based on the current literature, we ranked the boards of 219 Canadian firms in terms of four board characteristics: composition of the board, compensation of board members, shareholder rights, and disclosure. Then, we defined firm performance by using traditional accounting-based measures such as ROI, ROE, EPS, and Market-to-book ratio and value creation-based measures such as EVA(R) and MVA. To test the effects of boards quality on firm performance, we adopted different models of univariate and multivariate statistical analysis. Copyright (c) 2007 The Authors; Journal compilation (c) 2007 Blackwell Publishing Ltd.

Service quality in public and private hospitals in urban Bangladesh: a comparative study.

This study compared the quality of services provided by private and public hospitals in urban Bangladesh. Using twenty-four scale items, patient perceptions were sought on five aspects of service quality including responsiveness, assurance, communication, discipline and baksheesh. Because private hospitals are not subsidized, it was felt that the incentive structure would induce them to provide better services than public hospitals on the measures of service quality. This contention was largely supported. The results also indicated that both groups have room for improvement.

Hospital advertising: the Influence of perceptual and demographic factors on consumer dispositions

This article was published in the Journal of Services Marketing [© 1994 MCB UP Limited ] and the definite version is available at : http://dx.doi.org/10.1108/08876049410053302 The Journals website is at: http://www.emeraldinsight.com/doi/pdfplus/10.1108/08876049410053302

Participation in the workplace: gender perspectives from Bangladesh

Studies on participation in organizational decision making in the context of developing countries are limited, especially from a gender perspective. Based on a survey of government and private sector employees in Dhaka, Bangladesh, this study explores the extent to which women have been integrated in the workforce and how both genders perceive their participation in decision making. Organizational climate is perceived as healthy, while communication between the genders does not reflect major barriers or animosities. Yet, in the largely traditional male‐dominated organizational setting, it is interesting to note that while overt resistance to women has decreased, subtle hostilities continue to resonate. Such hostilities adversely affect perceived participation. A strain of conservatism also continues to exert some negative influence on perceived participation but mostly on women.

An examination of the effects of adaptive selling behavior and customer orientation on performance of pharmaceutical salespeople in an emerging market

This article was published in the Journal of Medical Marketing [©2013 Published by SAGE Journals] and the definite version is available at: http://doi.org/10.1177/1745790413488779 The Articles website is at: http://mmj.sagepub.com/content/13/2/102.abstract