Print ISSN: 2204-1990

Online ISSN: 1323-6903

Keywords : Satisfaction


Parminder Singh Dhillon

Journal of Contemporary Issues in Business and Government, 2022, Volume 28, Issue 4, Pages 1117-1126

Tourist’s satisfaction with a holiday destination is the key to its success and also determines the behavioural intentions of the tourists to revisit. The satisfaction of the tourists with the destination always remained a crucial topic for research, however, there has been a very limited investigation done on beach destinations in India. This paper is an attempt to identify the destination satisfaction attributes for the tourists in the State of Goa also called as the beach capital of India. A questionnaire based survey was conducted with a sample of 285 tourists visited Goa and stayed in different hotels and resorts. The results revealed overall satisfaction except with few destination attributes. The study will be useful for the destination marketing organisations to frame a suitable strategy for the overall satisfaction of the tourists in Goa.

An Empirical Study on Work Life Balance among Women Teaching Staff in Private Colleges,Bengaluru

Mr. C B Gopinath, Ms. Mamatha G, Mr. SridharM

Journal of Contemporary Issues in Business and Government, 2022, Volume 28, Issue 4, Pages 170-177

The purpose of this study is to assess the work-life balance of female teaching staff in private
degree colleges in north Bangalore, Karnataka. Furthermore, this study assesses the level of
work-life balance among female teaching staff members and examines the impact of various
socio-demographic characteristics on their work-life balance. A total of 112 samples were
chosen, and data was collected using the questionnaire method, with the data analysed using a
social science statistical software (SPSS). According to the study's findings, more than half of
women teaching staff members have a good degree of work-life balance, while more than a
quarter of women teaching staff members have a low level of work-life balance. According to
the findings, there is a statistically significant link between women teaching staff members'
monthly pay and work-life balance.

Human Resource Practices for Job Satisfaction:A Study on Public Sector Universities of Pakistan

Anum Afzal Khan, Muhammad Hashim, Suman Najam, Maeenuddin,Muhammad Salman Khudai, Ahmad Imran Khan

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 6, Pages 1230-1242
DOI: 10.47750/cibg.2021.27.06.102

The success of the employee has an impact on morale when implemented in the best way possible.
Organizational behavior studies pay close attention to motivation, the work satisfaction of workers
and their effect on organizational performance. Several studies have been performed to research the
impact of motivators on the satisfaction of employees. The goal of this analysis is to evaluate the
impact on organization’s efficiency of motivators (combined effect and component effect). Also
analyzed is the mediating role of work satisfaction between the drivers (combined impact and impact
of components) and organizational efficiency. Data were obtained by self-administered survey by
sampling all universities in the public sector of the Southern Punjab, Pakistan. To construct the
questionnaire, likert scale has been used. In addition, the data analysis was based on different
statistical methods. Studies have shown that the motivator (combined effect and component effect)
have a clear and positive relationship with the organizational efficiency. More work satisfaction as
mediator has a direct influence on the success of organizations between motivators (combined effect
and effect of components).



Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 5, Pages 1231-1242
DOI: 10.47750/cibg.2021.27.05.083

Indian banks are trying to make your life easier. Not just bill payment, you can make
investments, shop or buy tickets and plan a holiday at your fingertips. In fact, sources from
ICICI Bank tell us, "Our Internet banking base has been growing at an exponential pace over
the last few years. Currently around 78 percent of the bank's customer base is registered for
Internet banking." To get started, all you need is a computer with a modem or other dial-up
device, a checking account with a bank that offers online service and the patience to complete
about a one-page application- which can usually be done online.

Factors Affecting Customer Satisfaction with The lastmile Delivery Service of The Food and Beverage Industry E-Commerce in Hanoi City


Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 5, Pages 83-100
DOI: 10.47750/cibg.2021.27.05.008

The purpose of this article is to analyze the factors affecting
customer satisfaction with the use of last-mile delivery service in the food and
beverage industry in e-commerce in Hanoi.The authors examine the impact of
factors on customer satisfaction from 2015 to 2021 using the SERVQUAL
service quality model combined with the SERVPERF perceived level model,
and the American customer satisfaction index model - ACSI. The results
show a relatively significant impact of several factors such as reliability,
assurance, empathy and perceived value. In addition, income and gender
factors also affect customer satisfaction



Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 5, Pages 1243-1254
DOI: 10.47750/cibg.2021.27.05.084

Customer satisfaction is a term frequently used in marketing. It is a measure of how
products and services supplied by a company meet or surpass customer expectation.
Customer satisfaction, this study is aimed to analysis the customer satisfaction in
villupuram district, how the people choosing the brand of cellular phone and what are
the parameter to choose the selected brands. Brand preference reflects a desire to use
a particular company's products or services, even when there are equally priced and
equally-available alternatives. In fact, more often than not, brand preference indicates a
desire to seek out a specific product or service, even when it requires paying more or
expending more effort to obtain it. Brand preferences are important to companies
because it provides an indicator of their customers' loyalty, the success of their
marketing tactics, and the strength of their respective brands. Measure of brand loyalty
in which a consumer will choose a particular brand in presence of competing brands,
but will accept substitutes if that brand is not available. Brand preference is strongly
linked to brand choice that can influence the consumer decision making and activate
brand purchase, many brands



Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 5, Pages 1255-1265
DOI: 10.47750/cibg.2021.27.05.085

The development of e-banking in each country is dependent on the speed of internet
access, the features of new online banking, and the frequency of e-banking usage. In the
banking industry, e-banking is formed when there is a combination between the
information technology and the functions of banks and financial institutions. Internet
banking was first introduced in Malaysia in June 2000 when Bank Negara Malaysia
gave permission to the local banks to offer Internet banking services. To satisfy
customer’s need, many types of products and services were provided by the banks
through Internet banking websites.



Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 5, Pages 1266-1271
DOI: 10.47750/cibg.2021.27.05.086

Mobile service is one of the largest industries in the world. In this market, competition is on the
rise through economic opening. The region's use of mobile telephones was promoted by private
companies. It's the consumer demand today for telecom networks. Mobile providers must take
note of customer opinions and deals on the market. Mobile providers must identify customers '
desires and influence the factors before developing any service or deal. In this context, the
research document focuses on the factors which are most relevant to customers when using
mobile service providers. Telecom is one of the main infrastructure markets of our country, the
government of India said. The study was done in a well-structured schedule. The public
telecommunications sector was able to achieve universal service to all the villages protected by
global class standards under economic liberalization, privatization and competition politics in
India and make the broadcasting of telecommunications open. The purpose of this paper is to
analyze the customer satisfaction on different types of mobile service providers and widely used
mobile network in cuddalore

Banking Services Indices with Respect to Customer Satisfaction Vis-À-Vis Skills of Service Providers in Assam


Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 3, Pages 2510-2516
DOI: 10.47750/cibg.2021.27.03.302

Many topics have been revealed and taught to us in the year 2020. We have seen economies collapse, unscrupulous attempts to take over businesses yet economies, and in the midst of all this chaos is the banking system, the core of a financial system and economies, the facilitator "transfer process," the trustee of the population for safekeeping their money, the advisor to the investor for making their money grow at an expected rate, and the guardian of the financial system and economies. Multiplicity of positions often leads to chaos, and the banker's job is to keep the consumer happy in the midst of it all. Customer, who is required to play the part of surplus unit saver and a key component of all economic operating cycles, leading to resource use and GDP. His happiness is the most important thing, and the banking system, as his protector, lawyer, and trustee, must provide it. As a result, core variables responsible for generating or enhancing this satisfaction must be established and handled in such a way that banking activities are not jeopardized and consumer satisfaction is maximized, ensuring stronger customer interest in the transition phase and allowing the economy to create more saving surplus units.


Sri Widodo; Sri Yanthy Yosepha; Muhammad Dwi Satriyanto; Esti Liana; Agus Supinganto; Syaputra Artama; Peppy Fachrial; Sonya Sidjabat

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 3577-3586
DOI: 10.47750/cibg.2021.27.02.367

This study aims to determine the direct effect of service quality, commitment, and
organizational citizenship behavior on patient satisfaction atthe militaryhospital. This research uses
quantitative methods and survey methods. Through Slovin, according to the stratified random
sampling formula, a total population of 200 patients and a sample of 125 patientswere
obtained.Use a Likert scale questionnaireof 1 to 5 for data collection. Analysis equipmentfor path
analysis usingExcell and SPSS 25. The results showed: 1) Service quality has a positive and
significant direct effect on patient satisfaction of 26.7%; 2) Doctor’s commitmenthas no direct
effect on patient satisfaction; 3) Doctor’s organizational citizenship behavior has a positive and
significant direct effect on patient satisfaction of 43.3%; 4) Service quality has a positive and
significant direct effect on doctor’s organizational citizenship behaviorof 54.7%; 5) Doctor’s
commitment has a positive and significant direct effect on doctor’s organizational citizenship
behavior of 41.2%, and 6) Service quality has a positive and significant direct effect on
doctor’scommitment of 92.1%.

Do Service Quality, Price, and Comfort Affect Consumer Satisfaction: The Study of Ride-Hailing Services in Malaysia

Wan Farha Wan Zulkiffli; Nik Alif Amri Nik Hashim; Munirah Mahshar; Derweanna Bah Simpong; Nur Izzati Mohamad Anuar; Mohd Zulkifli Muhammad

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 4562-4571
DOI: 10.47750/cibg.2021.27.02.482

The purpose of this study is to examine how service quality, price, and comfort affect
consumer satisfaction towards ride-hailing services in Malaysia. In view of several ridehailing
service issues such as frequent booking cancellation by the drivers and increased
scheduled price due to the unavailability of drivers, the consumers have, in turn, expressed a
low level of satisfaction towards ride-hailing services in Malaysia. Hence, this study
employed a quantitative technique to identify the associations between service quality, price,
and comfort with consumer satisfaction towards ride-hailing services in Malaysia by
distributing 250 questionnaires to the younger generation of age 18-35 years old in Klang
Valley. All research hypotheses were accepted, thus affirming service quality, price, and
comfort as the main factors influencing consumer satisfaction.

Development of e-governance in Ukraine based on the concept of m-governance


Journal of Contemporary Issues in Business and Government, 2020, Volume 26, Issue 1, Pages 128-136
DOI: 10.47750/cibg.2020.26.01.016

Technological solutions within the concept of m-governance accelerate the provision of public services to citizens under certain conditions. The main prerequisites for efficiency are the expected perception of technology, trust in the government’s actions, the expected efficiency and quality of electronic communications. The purpose of the research is to study the trends and problems of e-governance development in Ukraine on the basis of the concept of m-governance through the assessment of the usability of the mobile application of the government “Diia” (“Action”). This study is based on the concept of m-governance, a technocentric approach to quantifying the usability of mobile applications within the digital concept of Ukraine “Country in your smartphone”. Based on a survey of 800 users, the usability of the mobile application “Diia” was assessed.  The article is based on a comparison of the practice of developed and developing countries. It has been revealed no differences in the effectiveness of the integration of the concept of m-governance. The results prove the importance of usability criteria in the use of mobile applications, but there is no connection between the socio-economic characteristics of users and usability. The study proves the importance of emotional components in the integration of the concept of m-governance: trust, perception, expectations of citizens. Integration strategy and tactics are important, as digital user skills and application specifications (visibility, user control and freedom, consistency and standards, error prevention, recognition, flexibility and efficiency of use, aesthetic and minimalist design, help users recognize, diagnose, and recover from errors, help and documentation). Both the government and citizens are responsible for the effectiveness of technological interaction solutions. The study proves that the government should ensure the formation of confidence in the effectiveness of technology, develop a strategy, tactics of integration based on best practices. On the other hand, citizens are responsible for their own technological readiness through an objective assessment of digital skills.

Enhancing client loyalty of advertising agencies: the influence of creativity and inter-firm relationships

Elizabeth Levin, Antonio Lobo, Park Thaichon

Journal of Contemporary Issues in Business and Government, 2016, Volume 22, Issue 1, Pages 6-22

This study develops a model for the drivers of loyalty, drawing literature from both service quality and relationship marketing. It investigates how advertising agencies’ creativity and inter-firm relationships influence their clients’ perceived value and overall satisfaction, and in turn how these influence clients’ loyalty towards advertising agencies. A validated survey instrument was used to collect quantitative data. Responses from 119 clients of advertising agencies were analysed using the Partial Least Square (PLS) technique. The model was robust in that inter-firm relationships, overall satisfaction and value followed by creativity explained 72% of variation in loyalty. The findings reveal that the inter-firm relationship is a more important determinant of satisfaction with an advertising agency than creativity, however this relationship is reversed when considering clients’ value perceptions. Service providers such as advertising agencies need to ensure that they focus on all the aspects of service provision to fulfil varying needs and expectations of their clients