An investigation of service quality, customer satisfaction and loyalty in China’s airline market

There is increasing interest in the field of mixed methods research and the diverse ways in which quantitative and qualitiative methodologies can be systematically combined. The first part of this paper describes the emergence of mixed mentods research as a community of practice, distinct from the two dominant paradigms. The second part explores different mixed methodsÂ designs described in current typologies, with an emphasis on combinations that place equal or greater emphasis on the qualitative. I argue here that such designs, in which the qualitative is lead or dominant, are most useful for exploring complex and multiplex issues of education. I illustrate this argument with an analysis of the role of the qualitative in two recently conducted mixed methods research studies. The first was a concurrent nested (QUAL dominant) investigation of schools facing challenging cirumstances and the seocond was a multilevel mixed methods study of secondary school choice in Trinidad and Tobago. The three lessons learnt were that (1) appropriate mental models and design rules in typologies are necessary for efficient implementatioin, (2) interaction between and across research teams can facititate integration of qualitative and quantitative findings, and (3) qualitiative findings can add value to meta-inferences by providing new, additional, or even conflicting perspectives. I then discuss the challenge of implementing mixed methods research studies in the Caribbean, including the need for attention to using quality criteria and targeting greater levels of integration.

https://uwispace.sta.uwi.edu/dspace/bitstream/handle/2139/11308/Mixing%20Methods%20and%20Methodologies%20De%20Lisle.pdf

The Benefits and Challenges of Mixing Methods and Methodologies: Lessons Learnt From Implementing Qualitatively Led Mixed Methods Research Designs in Trinidad and Tobago

A multiple criteria approach for airline passenger satisfaction measurement and service quality improvement

Purpose




The purpose of this paper is to theorise and develop seven dimensions (strategic supplier partnership, level of information sharing, quality of information sharing, customer service management, internal lean practices, postponement and total quality management) into a supply chain management (SCM) practices (SCMPs) construct and studies its causal relationship with the conceptualised constructs of supply chain performance (SCP) and manufacturing firms’ performance (MFP). The study also explores the causal relationship between SCP and MFP.




Design/methodology/approach




Data were collected through a survey questionnaire responded by 249 Jordanian manufacturing firms. The relationships proposed in the developed theoretical framework were represented through three hypotheses: H1 – there is a significant relationship between SCMPs and SCP; H2 – there is a significant relationship between SCMPs and MFP; and H3 – there is a significant relationship between SCP and MFP. Linear regression, ANOVA and Pearson correlation were used to test the hypotheses. The results were further validated using structural equation modelling.




Findings




The results indicate that SCMPs have a positive effect on SCP (H1), which in turn also positively affect MFP (H3). Despite this intermediary positive effect of SCMP on MFP through SCP, the study also suggests that SCMPs have a direct and positive effect on MFP (H2).




Practical implications




This study provides hard evidence indicating that higher levels of SCMPs can lead to enhanced supply chain and firms’ performance. It also provides SC managers of manufacturing firms with a multi-dimensional operational measure of the construct of SCMPs for assessing the comprehensiveness of the SCMPs of their firms.




Originality/value




This study is among the very first SCM researches conducted on the Jordanian manufacturing sector, particularly, in relation to the practices that manufacturing firms in this country need to adopt to make their supply chains a solid competitive vehicle for their development. The results have broader implications for all manufacturing companies, particularly in developing economies where the growth of manufacturing and the development of integrated supply chains are key stages in economic development.

/pdf/the-effect-of-supply-chain-management-practices-on-supply-jmrtsmqa6w.pdf

The effect of supply chain management practices on supply chain and manufacturing firms' performance

The focus of this paper is on levels of service failure and recovery strategies in relation to UK online fashion retailers. In a changing social, political and economic environment the use of infor...

Karen P. Gonçalves

Papers

Researching Customer Satisfaction and Loyalty: How to Find out What People Really Think

Selling the Invisible, a Field Guide to Modern Marketing

Moderating to the Max: A Full‐tilt Guide to Creative, Insightful Focus Groups and Depth Interviews

Fabled Service, Ordinary Acts, Extraordinary Outcomes