AU eJournal of Interdisciplinary Research (ISSN: 2408-1906)

The Influence of Enterprise Resource Planning (ERP) System on Customer Satisfaction

Chengyi Zheng — 2023-12-27

Purpose: This study investigates the influence of Enterprise Resource Planning (ERP) systems on customer satisfaction in small-sized companies in Xinyang City, China. The research aims to identify factors affecting customer satisfaction towards ERP systems and provide suggestions for optimizing the system to improve user experience and overall competitiveness. Four hypotheses are proposed, examining the impact of information quality, system quality, service quality, and perceived usefulness on customer satisfaction. Research design, data and methodology: The research employs a questionnaire survey targeting 393 employees from 100 small companies in Xinyang City, with participants having at least one year of experience using ERP software. Multiple regression analysis is used to test the hypotheses and analyze the data collected from the questionnaires. Results: The results proved that system quality, service quality, and perceived usefulness have a statistically significant positive causal relationship with customer satisfaction while information quality does not have causal relationship. Conclusions: The findings of this study will contribute to understanding the role of ERP systems in enhancing customer satisfaction and provide valuable insights for software developers and small enterprises looking to optimize their ERP implementation.

Factors Influencing Visual Communication Design Students’ Satisfaction Toward Tencent Meeting of Online Class at a Public University in Chengdu, China

Zhiqiang Mu — 2023-12-27

Purpose: The purpose of this paper is to examine the factors influencing visual communication design students’ satisfaction toward Tencent Meeting of online class at a public university in Chengdu, China. Research design, data and methodology: The research methodology used in this study was quantitative research and questionnaire to collect data. Based on the review of prior literature, a model of teacher self-efficacy, student self-regulation, student engagement, and course design/structure pairs with visual communication design students’ satisfaction with using Tencent Meetings for online classes was designed. Sixty valid questionnaires were collected from third-year undergraduate students majoring in visual communication design at a public university in Chengdu. Multiple linear regression was used to analyze the data. Results: The results of the study showed that students’ participation in course design/structure was statistically significant on students’ Tencent conferencing for online classroom satisfaction, p < 0.001. furthermore, the test also found that Teachers’ self-efficacy (β = 0.055, p = 0.487 ), and student self-regulation (β = 0.056, p = 0.492) did not significantly influence Students’ satisfaction towards online class using Tencent meeting. Conclusions: The results of the study showed that most of the visual communication design students were satisfied with the use of Tencent meeting for the online class, and the students could learn, communicate, and collaborate well through this platform, which provided a satisfactory learning experience for the students. Secondly reasonable course design/structure and active student participation are the key factors for student satisfaction, emphasizing the important impact of course design and student participation on online courses, which can be improved through improvements in these areas.

A Study of the Effect of Leadership Style towards Organizational Culture on Job Satisfaction and Employee Performance in Bangkok

Wo Wilaiporn Kongkaew — 2023-12-27

This study endeavors to explore the intricate interplay among leadership style, organizational culture, job satisfaction, and employee performance within the organizational landscape of Bangkok, Thailand. Employing a single linear regression (SLR) methodology and a blend of primary and secondary data collection techniques, the research delves into the factors influencing leadership style in the unique context of Bangkok. The investigation adopts an archival study approach, involving 395 respondents with a minimum of six months of work experience in diverse companies or organizations. To enrich the study, five theoretical frameworks from prior research are integrated to formulate a new conceptual framework. The findings underscore significant correlations between the variables under examination, revealing that leadership style significantly influences organizational culture, job satisfaction, and employee performance. Furthermore, the study unveils the pivotal role of organizational culture in shaping both employee performance and job satisfaction. While offering valuable insights, this research is not without limitations. It focuses exclusively on the impact of leadership style on organizational culture, job satisfaction, and employee performance in Bangkok, potentially constrained by time and budgetary restrictions. The study's scope is confined to the city of Bangkok, with data derived from a sample of 395 respondents, potentially limiting its generalizability to the entire Thai population or applicability to different countries and time frames. Nevertheless, this research contributes a comprehensive and innovative framework for comprehending the dynamics of leadership style, organizational culture, job satisfaction, and employee performance within the specific organizational context in Bangkok.

Is Sorry Enough? The Role of Brand Recovery in Brand Forgiveness and Re-engagement after a Brand Hate Incident: The Case Study of Dolce & Gabbana

Siriya Tipjariyaudom — 2023-12-27

This study aims to explore how brand hate, brand recovery, brand forgiveness, repurchase intention, and brand re-engagement interact and influence each other in the context of the Dolce & Gabbana brand hate crisis. The objectives of this research were to elucidate the significant influence of brand hate on brand recovery within the context of Dolce & Gabbana. To delineate the significant influence of brand recovery on brand forgiveness within the case study of Dolce & Gabbana. To expound upon the significant influence of brand forgiveness on repurchase intention as observed in the case of Dolce & Gabbana. To clarify the significant influence of brand forgiveness on brand re-engagement within the context of Dolce & Gabbana. The data was collected from 390 Chinese luxury product consumers residing in China via online questionnaires. The data analysis employed descriptive data analysis techniques to summarize the characteristics of the variables and inferential analysis techniques to test the hypothesis using simple linear regression. The findings of this study indicate that brand hate negatively affects brand recovery, and brand recovery positively influences brand forgiveness. Moreover, brand forgiveness has a significant positive effect on repurchase intention. Additionally, there is a significant positive relationship between brand forgiveness and brand re-engagement. These results suggest that Brand Recovery is a crucial factor for mitigating Brand Hate and restoring customer trust and engagement.

Critical Factors Affecting Revisit Intention for the “Feel Restaurant” in Yangon, Myanmar

Zin May Zaw — 2023-12-27

Purpose: This research aims to investigate the impact of food quality, service quality, physical environment quality, and price on customer satisfaction and revisit intention at "Feel Restaurant" in Yangon, Myanmar. Research Design, Data, and Methodology: Utilizing primary and archival research approaches, this study examines factors influencing customer satisfaction and revisit intention. Data were collected from 384 respondents enjoying dining at Burmese Restaurants in Yangon. The researcher developed a new conceptual framework and incorporated two frameworks from previous studies to comprehensively determine the key factors influencing customer satisfaction and revisit intention. Results: The research findings reveal that price, physical environment quality, service quality, and food quality significantly affect customer satisfaction. Furthermore, customer satisfaction significantly influences revisit intention. Conclusions: The critical factors impacting the revisit intention of "Feel Restaurant" encompass price, physical environment quality, service quality, and food quality, contributing to customer satisfaction. Moreover, customer satisfaction was identified as affecting revisit intention in this Yangon, Myanmar restaurant. Limitations: Several limitations exist in identifying key factors influencing revisit intention. The study is geographically confined to Yangon, limiting its generalizability to other regions in Myanmar. This research specifically investigates key factors affecting revisit intention at "Feel Restaurant" in Yangon, Myanmar.

The Impact of Customer Satisfaction on Customer Loyalty in Chinese E-Commerce Platforms in China

JianXuan Huang — 2023-12-27

This research aims to investigate the substantial influence of price fairness, logistics services, and performance in handling product returns, e-service quality, and customer satisfaction on customer loyalty within the context of Chinese e-commerce platforms. Employing both primary and secondary data collection methods, the study analyzes the factors shaping customer loyalty among 390 respondents who made purchases on Chinese e-commerce platforms. Drawing upon insights from four established theoretical frameworks in previous studies, a new conceptual framework is devised for this research. The findings indicate that logistics services play a crucial role in enhancing customer satisfaction, underscoring their significant impact. Moreover, price fairness and effectiveness in handling product returns are identified as contributors to positive customer satisfaction. Importantly, customer satisfaction emerges as a pivotal factor influencing customer loyalty. However, it is essential to acknowledge the study's limitations, as it exclusively targets Chinese domestic online consumers. Consequently, the generalizability of the findings may be constrained when applied to diverse cultural backgrounds or international consumers. This research contributes to the field by spotlighting the key factors that shape customer loyalty within the unique landscape of Chinese domestic e-commerce platforms. By examining these factors, the study provides valuable insights for businesses seeking to enhance customer loyalty in the dynamic and competitive Chinese e-commerce market.