The International Journal of Academic Research in Business and Social Sciences 

About: The International Journal of Academic Research in Business and Social Sciences is an academic journal. The journal publishes majorly in the area(s): Population & Islam. Over the lifetime, 6717 publications have been published receiving 19852 citations.

Measuring Customer Satisfaction with Service Quality Using American Customer Satisfaction Model (ACSI Model)

Abstract: Service quality and customer satisfaction are very important concepts that companies must understand if they want to remain competitive and grow. In today’s competitive environment delivering high quality service is the key for a sustainable competitive advantage. Customer satisfaction does have a positive effect on an organization’s profitability. Satisfied customers form the foundation of any successful business as customer satisfaction leads to repeat purchase, brand loyalty, and positive word of mouth. The aim of this research was to apply the ACSI model in the context of service quality in the Macedonian mobile telecommunication industry in order to describe how customers perceive service quality and whether they are satisfied with services offered by T-Mobile, ONE, and VIP (three mobile telecom players). A structured questionnaire was developed from the ACSI model and was randomly distributed to the users of the three mobile operators to determine their satisfaction with service quality delivery in the Macedonian mobile telecommunication market. From the analysis carried out, it was found out that the overall service quality perceived by the customers was not satisfactory, that expectations were higher than perceptions. Customers were not satisfied with service. The results and findings will provide extra information concerning customers’ needs, wants and their satisfaction. It will also contribute to research since this study sets the ground for further research in measuring service quality in the service industries in Macedonia.

Industrial Revolution 4.0 and Education

Abstract: The purpose of this paper is to discuss what happen to education system in the era of Industrial revolution 4.0 (IR 4.0). Information management is the most challenging issue faced by any organisations in developing countries. Everybody has an excessive number of wellsprings of leisure activity. Our brains are always being rewired because of diminished capacities to focus. What we realize among our education won't keep going for the whole career as the technologies is speeding up. Indeed, even schools are not extremely supportive in picking profession way. The fourth Industrial Revolution (IR 4.0) has changed the landscape of educational innovation. IR 4.0 is controlled by artificial intelligence and digital physical frameworks that make human-machine interface more universal. Quick revolution in innovation has delivered another model of education for the future ─ Education 4.0. To prepare graduates for future life and work achieved by IR 4.0 where more smart robots will supplant people in certain activity divisions, education should harness on pertinent information and abilities that couldn't be replaced by robots. Innovation interruption that produces Education 4.0 that focuses on educational development and skill has made future learning more customized, hyper, intelligent, portable, worldwide and virtual. Past the 21st century abilities, advanced skill and development, for example, Artificial Intelligence (AI), huge information and examination, distributed computing and portable arrangement, online networking, the Internet of Things (IoT), Virtual Reality (VR) and Augmented Reality (AR) with computerized pleasures are in a general sense changing the flow of education and instructional advances landscape into new type of computerized teaching method and smart classroom. IR 4.0 that detonated exponentially has rambled the future learning into wonderland. Sci-fi moves toward becoming science certainty ─ where creative energy knows no bound; and virtual and augmented reality is crawling into smart classroom. Self-sufficient and intelligent robots, rambles, vehicles and classrooms are joys of the day. As cutting edge educators, we have to investigate new and creative approaches to utilizing educational innovation to upgrade future learning. In this regards, this introduction hypothesizes the requirement for instructors to re-examine their old originations of instructing and learning and upgrade their understudies' learning encounters so they meet the requirements of Education 4.0.

The Relationship between Customer Satisfaction and Customer Trust on Customer Loyalty

Abstract: Furious competition among the banks induces the owners to find out the ways to ensure the sustainability in the market and to gain competitive advantage even among competition. Thus, focus towards the customer loyalty has increased more than ever before which drew the attention of the researchers en route for the identification of the antecedents of customer loyalty. In this regard, the relationship between customer satisfaction and trust on customer loyalty has investigated in the commercial banks of Sri Lanka. The findings revealed a significant positive correlation between customer trust and loyalty; customer satisfaction and loyalty; and customer satisfaction and trust. Customer satisfaction has identified as an important influencer on customer loyalty. Further, customer trust impacted by customer satisfaction which proved that customer satisfaction is an antecedent of customer trust. Moreover, an indirect relationship between customer satisfaction and loyalty through customer trust was observed. The future studies may replicate in other service contexts and comparison of models of government and private banks will give more understanding.

The Impact of Training and Development on Employees Performance and Productivity A case study of United Bank Limited Peshawar City, KPK, Pakistan

Abstract: This paper main objective was to investigate whether training and development has impact on employees’ performance and productivity. This paper is quantitative in nature. Data for the paper have been collected through primary source that are from questionnaires surveys. The data have been checked through statistical software to find the impact of training and development on employees’ performance and productivity. There were two variable Training and Development (Independent) and Employees’ performance and productivity (Dependant). Eight united banks limited were selected for the study. Eighty questionnaires were distributed for the collection of data. Descriptive statistic tools SPSS were applied on the questionnaire to see the reliability and consistency. The goal was to see whether Training and Development has an impact on Employees Performance and Productivity. Data were analyzed and discussed. The result showed that there was significant relationship between the variables, the Pearson correlation was used in study and Cronbach Alpha for each questionnaire was

Validity and Reliability of The Instrument Using Exploratory Factor Analysis and Cronbach’s alpha

Abstract: The study was conducted to produce empirical data on the reliability and validity of the Teaching Framework for Mathematics (TF@Maths) questionnaire. A survey was conducted in one public university and one institution of teacher education in Northern Zone of Malaysia towards 436 students from the Mathematics Education. The reliability and validity of the TF@Maths questionnaire were tested with the Cronbach’s alpha and Exploratory Factor Analysis (EFA) respectively using the Statistical Package for the Social Sciences (SPSS) software version 23. The TF@Maths questionnaire is a 7 point Likert- scale survey consisted of 86 items. The Cronbach’s alpha test conducted shows that the overall score was 0.939 indicating high reliability of the items in the instrument. For validity, EFA was then conducted with the items using principal component analysis extraction and Varimax rotation. There were 62 items retaining with the factor loadings that was above 0.4. The factor analysis shows that the TF@Maths produced six factors, namely: mathematics content knowledge, mathematical pedagogical knowledge, general pedagogical knowledge, classroom management skill, mathematics disposition and quality mathematics teacher. The findings of TF@Maths will bebefit educational practitioners in designing a Teaching Mathematics Framework.