Leadership and Organizational Culture Effects on Employee Performance and Variables Customer Satisfaction as Intervening (Case Study at PT. Sukaputra Graha Cemerlang Sentul City)
Janni Tuahman Saragih, Ahmad Badawi Saluy
Page Numbers : 11-21
DOI : 10.36348/sjbms.2022.v07i01.002
This study aims to determine and analyze the effects of leadership and organizational culture on employee performance and customer satisfaction variables as an intervening at PT. Sukaputra Graha Cemerlang Sentul City. Quantitative descriptive method with a causal relationship approach is the method used in this study. The population selected in this study were all employees of PT. Sukaputra Graha Cemerlang in Sentul City with a population of 217 people. Of all the population samples taken based on the Slovin formula are 141 samples. Data analysis using Structural Equation Model (SEM) with SmartPLS (Partial Least Square) 3.0. The results showed that leadership style had a positive and significant effect on customer satisfaction, organizational culture had a positive and significant influence on customer satisfaction, leadership style and organizational culture had a positive and significant influence on customer satisfaction, and customer satisfaction had a positive and significant effect on performance. employees of PT. Sukaputra Graha Cemerlang in Sentul City. Customer satisfaction can mediate the influence between leadership style and organizational culture with the performance of employees of PT. Sukaputra Graha Cemerlang in Sentul City.
Original Research Article
Jan. 10, 2022
Complications of SME Sector Due to the Outbreak of COVID-19 and Projections on it: A Study on Cumilla District
Rashed Ahmed, Mst. Noiyan Tara, Ayesha Aktar, S. M. Atiquzzaman Mulla, Dr. Md. Elias Hossain
Page Numbers : 1-10
DOI : 10.36348/sjbms.2022.v07i01.001
Most of the economic sectors of the world are affected by the unembellished outspread of Covid-19. The economy of Bangladesh could not go beyond its adverse effect. This study tries to determine the complications of the SME sector of Cumilla district due to the outbreak of the Covid-19 pandemic situation and to indicate some strategic choices to adapt to the hostile Covid-19 situation. Setting three possible strategies of the SMEs to adapt adverse Covid-19 conditions, the binary logistic model is used in this study and found that asset level and labor force management have a significant impact on the decision making of the SMEs. Kendall’s W shows that ‘a decrease in revenue earnings’ is the most pressing constraint faced by the SMEs during the period. To survive in the market, individual attempts of the SMEs may not be fruitful at all, stakeholders should come forward soon.
Original Research Article
Dec. 30, 2021
Opportunity-Sensing Capability and Entrepreneurial Mindset of Domestic Airlines in Nigeria
Adim, Chidiebere Victor, Poi, Godwin
Page Numbers : 437-447
DOI : 10.36348/sjbms.2021.v06i12.002
This study examined the relationship between opportunity-sensing capability and entrepreneurial mindset of domestic airlines in Nigeria. The study adopted an explanatory cross sectional survey research design which was carried out at the organizational level of analysis. The population of this study was the nine (9) operational scheduled domestic airline operators in Nigeria. The managers involved were: Station Manager, Cabin Service Manager, Director of Airline Services, Operations Manager and Regional Manager. The study adopted the entire population as a census. The reliability of the instrument was ascertained using the Cronbach alpha reliability instrument with all items scoring above 0.70. The Spearman Rank Order Correlation Coefficient was utilized to establish the level of relationship as hypothesized with the aid of Statistical Package for Social Sciences version 23.0. Findings revealed that there is a significant relationship between opportunity sensing capability and entrepreneurial mindset of domestic airlines in Nigeria. It was concluded that opportunity sensing capability supports entrepreneurial mindset of domestic airlines in Nigeria. It was recommended that Domestic airlines must engage in opportunity sensing behaviours such as new exploration, support new ideas, experiment, and stimulate creativity, and must seize business opportunities in the market proactively and obtain first-mover advantages by entering unexplored domains.
Original Research Article
Dec. 30, 2021
Administrative Work Alternatives in Emergency Periods
Liliana Álvarez-Loya, J. Emilio Méndez-González, Enrique Guzmán-Nieves
Page Numbers : 448-452
DOI : 10.36348/sjbms.2021.v06i12.003
In this research, various factors that arose as a result of the global confinement and the performance of work, academic and professional activities in remote environments were analyzed. The Home Office has been not just a resource, but a daily activity for new activities. Having the need to work remotely represents a significant 85.7% of the surveyed universe, while 9.8% did so partially and only 4.5% had to work at their work site. Work activities were balanced in the sample measure. Having a specific space to work is a trend in people. The main problems that has arisen were: 1) Family disruption, 2) Lack of or failures in connectivity, 3) Noise, 3) Having a defined physical space to carry out activities. Teamwork can be favored, however, some of the respondents consider that it is not feasible to facilitate it. The biggest challenges are monitoring activities, improve productivity and optimize communication and connections. The great challenges and needs for companies is to provide the appropriate tools and train staff in the use of new resources. One fourth did not have access to these resources from the company and another similar amount, they barely had access to the basics to carry out their activities. Given the situation, labor thinking and new trends indicate that a combination of activities in the workplace and at home will be the optimal modality, since a large majority think this way. The new challenges focus on establishing new models of productivity and performance evaluation, generating new organizational dynamics and training in the use of efficient tools.
Original Research Article
Dec. 29, 2021
Events Sponsorship and Corporate Image: Viewers’ Perspectives
Donald O. Ewanlen, Stephen Obeki Obeki
Page Numbers : 427-436
DOI : 10.36348/sjbms.2021.v06i12.001
This paper sought to investigate the implications of events sponsorship on corporate image. The currency of events sponsorship study is hinged on understanding awareness creating and image transferring capacity, sponsor-event fit dynamics, and viewers' perceptions on corporate image. The Ex post facto research design method was adopted were 180 copies of semi-structured questionnaires were administered to conveniently selected respondents in sports betting shops and shopping malls in Ibadan, Nigeria. The hypotheses formulated were tested with one way ANOVA and Ordinary least square regression method at 5% level of significance. The result shows that there are significant gender differences in viewers’ awareness and perceptions of sponsored events. Also, the study reveals that the attributes of events sponsorship exhibit a strong, positive relationship with corporate image. This study therefore recommends that event sponsors should be cautious in the choice of events to be sponsored as they relate to the contents on display as well as avoid events that are sectional in nature in order to avoid unfavourable brand disposition.
Original Research Article
Nov. 30, 2021
Service Quality and Customer Satisfaction in Resort Hotels in Nigeria
Ezenta Ogemdi Nneoma, Osagie Leslie Uwabor
Page Numbers : 415-426
DOI : 10.36348/sjbms.2021.v06i11.002
The study investigated service quality and customer satisfaction in resorts hotels. The primary objective of the study is to examine the relationship between service quality and customer satisfaction in resort hotels in the south-east, Nigeria. In line with the purposes of the study, three hypotheses were formulated to guide the study. A quasi-experimental research design was adopted. The sample size comprised of three hundred and eighty-four (384) adult guests who visited the selected resort hotels in the South-East Region of Nigeria. A structured questionnaire based on a five-point Likert scale was used for data collection. Percentages and frequency were used in analyzing demographic information of the respondents, while means and standard deviation were for responses to questionnaire items. Spearman Rank Order Correlation was used to test the formulated hypotheses at 0.05 level of significance. The findings revealed that a significant relationship exists between tangibility, reliability, responsiveness dimensions of service quality and customer satisfaction in resort hotels in South-East, Nigeria. The study concludes that when the quality of service is improved in resort hotels, it enhances customer satisfaction. Also, the level of awareness towards the importance and benefits of service quality will put managers of resort hotels to be up and doing to increase customer satisfaction, retention and loyalty. The study, therefore, recommends amongst others that; hotels should always make the first experience of any customer exciting and unforgettable to make the customer wanting to return; Management of hotels should hire enthusiastic employees who would like to deal with the customer nicely and try to solve customer complaints and other issues in an effective manner. This will build the confidence of the customer about the hotel, hence, opening opportunities for more patronage.
Nov. 18, 2021
Social Media as a Sustainable Tool for Tourism Marketing Communication
Page Numbers : 412-414
DOI : 10.36348/sjbms.2021.v06i11.001
Since the evolution of human being communication has played an important role in trade and business. Advancement in methods and medium of communication has given wings to marketing of goods and services in tourism as it is an information intensive industry. We have experienced diverse employability of Internet Communication Technologies (ICT’s) which has given rise to Social Media as an important tool of marketing communication. This conceptual paper argues over the nature of sustainability of Social Media platforms and its constituent elements. Tourists are actively participating in creating marketing content on social media platforms along with destination marketers and promoters. User Generated Content (UGC) on social media platforms have become important source to help tourists in making a purchase decision for online and offline tourism products. Social Media allows user to upload, share, interact and make collection of user controlled data which serves as a guide for interested tourists. It is a platform where both tourism destination marketer and tourists become an information generator, disseminator and user. The paper applies the concept of sustainability on social media as a marketing communication tool and brings out the insights of social media to be called as a sustainable tool. The available literature indicates that dimensions of sustainability (environmental, economic, and social) are applicable on social media platforms in terms of generating online content which is less expensive, environment friendly and self-sustaining.