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Does Store Environment Impact Retail Loyalty Intention? A case of Indonesian Retail Outlets

Thanaporn Sriyakula, Kittisak Jermsittiparsertb,c*, Watcharin Joemsittiprasertd, Chayongkan Pamornmaste, aFaculty of Business Administration, Mahanakorn University of Technology, Bangkok, Thailand, bDepartment for Management of Science and Technology Development, Ton Duc Thang University, Ho Chi Minh City, Vietnam, cFaculty of Social Sciences and Humanities, Ton Duc Thang University, Ho Chi Minh City, Vietnam, dDivision of Business Administration, ASA College, New York, USA, eFaculty of Business Administration, Mahanakorn University of Technology, Bangkok, Thailand,

*Corresponding Author Email: b,c*kittisak.jermsittiparsert@tdtu.edu.vn, aajbamut@gmail.com, dwatjoemsittiprasert1@asa.edu, echayongkanp@hotmail.com

This study aims to investigate the effects of store environment on loyalty intention within the Indonesian retail sector. The current research contributes to the existing literature in regard to factors determining loyalty in retail store industries through brand image as a mediator with loyalty and customer trust as a moderator. The SEM-PLS is employed to achieve the research objectives of this study and was chosen for its robustness as an analysis technique. The SEM-PLS is a second-generation statistical analysis technique which can perform statistical modelling and estimate complex phenomena. For this reason, it is a popular technique among researchers while conducting quantitative studies. The findings of this study will be beneficial for policymakers, researchers and academics in understanding the issues related to loyalty intention in the Indonesian retail sector. Pages 1 to 20

 

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Job Characteristics and Employee Retention in Higher Education Institutes of Thailand: The Mediating Role of Organisational Commitment

Krit Jarintoa, Kittisak Jermsittiparsertb,c*, Krisada Chienwattanasookd, aFaculty of Administration and Management, King Mongkut's Institute of Technology Ladkrabang, Bangkok, Thailand, bDepartment for Management of Science and Technology Development, Ton Duc Thang University, Ho Chi Minh City, Vietnam, cFaculty of Social Sciences and Humanities, Ton Duc Thang University, Ho Chi Minh City, Vietnam, dFaculty of Business Administration, Rajamangala University of Technology Thanyaburi, Pathum Thani, Thailand,

*Corresponding Author Email: b,c*kittisak.jermsittiparsert@tdtu.edu.vnakrisada_c@rmutt.ac.th, dkrit.ja@kmitl.ac.th

The study aims to examine the impact of job characteristics on the retention of the employees in the higher education sector of Thailand. Following the literature, the study examines the mediating role of employee commitment towards the organisation as a mediator. The objective of this study is to examine the impact of different job designs, including enlargement, rotation and enrichment, on employee retention. The mediation of employee commitment is predicted to lead an organisation towards the retention of an employee. The study has employed the SEM-PLS to analyse data collected from employees of higher education institutes in Thailand. A structural equation model was adopted with the purpose of analysing the structural association between the observed and the latent variables, as well as to estimate the structural model. Estimating the appropriate sample size is one of the important aspects of SEM-PLS. The findings of the study support the proposed hypotheses, and can therefore assist policymakers, researchers and academics in understanding issues related to the retention of higher education employees in Thailand. Pages 21 to 39

 

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 Consequences of the Recruitment and Selection Process on Employee Turnover & Absenteeism: Profitability in the Textile Sector of Indonesia

Sakapas Saengchaia, Sutpratana Duangkaewb, Kittisak Jermsittiparsertc,d*, aFaculty of Humanities and Social Science, Suan Sunandha Rajabhat University, Bangkok, Thailand, bInstitute of Asian Studies, Chulalongkorn University, Bangkok, Thailand, cDepartment for Management of Science and Technology Development, Ton Duc Thang University, Ho Chi Minh City, Vietnam, dFaculty of Social Sciences and Humanities, Ton Duc Thang University, Ho Chi Minh City, Vietnam,

*Corresponding Author Email: c,d*kittisak.jermsittiparsert@tdtu.edu.vn, asakapas.sa@ssru.ac.thbsutpratana.d@hotmail.com

This study aims to examine the impact of the recruitment and selection process on employee turnover and absenteeism. Recruitment and selection processes are examined on an organisation’s performance with the mediating roles of employee absenteeism and turnover. The study has employed the SEM-PLS approach which is appropriate in cases of model complexity. Since there are four second order constructs and around 32 indicators involved in this study, the PLS-SEM is an appropriate technique to analyse the current data. In addition, the nature of the construct items is reflective and formative, which could not be appropriately handled by other software. Data has been collected from employees of textile sectors in Indonesia with a 76% response rate, which is sufficient and above the threshold level. Finally, the results of this study have provided support to the suggested hypotheses. The study is among the very first on this issue and will provide the basis of policy guidelines to future researchers, academics and policymakers. Pages 40 to 57

 

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Explaining the CRM Strategy as a Determinant of Customer Loyalty, Positive Image and Repurchase Intention of Hotels in Thailand: A Strategic Marketing Perceptive

Bundit Pungnirunda, Cholpassorn Sitthiwarongchaib, Gullinee Mutakalinc, aFaculty of Management Science, Suan Sunandha Rajabhat University, Thailand, bCollege of Innovation and Management, Suan Sunandha Rajabhat University, Thailand, cFaculty of Economic, Chulalongkorn University, Thailand, Email: abundit.pu@ssru.ac.th,  bcholpassorn.si@ssru.ac.th,  cgullinee.m@chula.ac.th

This study is among the very few papers focused on issues related to customer relationship management, customer loyalty, positive word of mouth and repurchase intention. The study aims to examine the direct impact that CRM strategy, customer trust and perceived price have on the elements of customer quality, positive word of mouth and repurchase intentions of consumers. The mediating impact of customer loyalty in the relationship between these elements, including the implementation of CRM strategies, will also be investigated. Finally, analysis will be conducted into the sequential mediation of customer loyalty and positive word of mouth in the relationship between CRM strategy, customer trust, perceived price and repurchase intention. The study employs a survey-based methodology to achieve its objectives, with 199 questionnaires collected for analysis. The total valid response rate of these surveys was 54%, which is considered sufficient for the current study. The authors have used the smart PLS Structural Equation Modelling (also known as the second-generation approach), to check the relationship between constructs in the research. The findings of this study have provided support to the hypothesised results, which strengthens its validity for policymakers, researchers and marketing personnel in better understanding and conceptualising the issues related to CRM. Pages 58 to 75

 

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The Influence of Destination Attributes on the MICE Tourism Industry in Bangkok, Thailand

Chayanan Kerdpitaka, aGraduate School, Suan Sunandha Rajabhat University, Thailand, Email: achayanan.ke@ssru.ac.th

The image and reputation of a destination has a significant impact on tourists’ travel decisions. Various approaches and strategies have been utilised by many countries to develop their destination image, however Thailand has placed less emphasis on developing this touristic image. Strategies for creating this image are somewhat vague and ineffective in the Thai tourism industry. This study therefore aims to investigate the roles of promotion tools and meetings, travel incentives, conferences and exhibitions (MICE) in devising a touristic image. Further, the perceptions of MICE participants will be identified surrounding the importance of these promotion tools, on MICE destination attributes and on overall destination image. A quantitative approach was employed in this study with a structured questionnaire administered to 1000 respondents selected through the cluster random sampling technique. Data was collected from participants of MICE tourism in Bangkok, Thailand. The findings of this study reveal that significant differences exist in respondents’ perceptions on the importance of MICE destination attributes. Pages 76 to 98

 

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The Influence of Residents’ Perceived Personal Benefit and Sense of Place on Tourism Developmental Support in Sangkhlaburi Village, Thailand

*Cholpassorn Sitthiwarongchaia, Phrutsaya Piyanusornb, Pawintana Charoenboonc, aCollege of Innovation and Management, Suan Sunandha Rajabhat University, Thailand, bFaculty of Management Science, Silpakorn University, Thailand, cDepartment of Management, Mahidol University, Thailand, *Corresponding Author’ Email: *acholpassorn.si@ssru.ac.thbphrutsaya@ms.su.ac.thcronnaphop.cha@mahidol.ac.th

The potential for tourism development is a wide-ranging analysis of a destination based on the development of tourism and location. Researchers' insights into sustainable tourism development, the perception of location, the impact of tourism, and tourism development assistance are encompassed in this study. This study aims to evaluate  residential support for the development of sustainable tourism at Sangkhlaburi. A structural model was developed in order to study local residents perceived personal benefit, sense of place and support for future tourism development in Sangkhlaburi. In total, 551 completed questionnaires were collected in Sangkhlaburi, a historical and cultural place in Thailand. A Structural Equation Modeling (SEM) method was used to  analyse the empirical data., The outcome demonstrated that there is a significant positive influence of sense of place and perceived personal benefits regarding sustainable tourism development. Some practical models of these results, with respect to tourism development and tourism planning, are specified as well. Based on the findings, it can be noted that improving the profitability of the local inhabitants, reducing their expenditure by encouraging tourism development, increasing their positive perceptions and assurance about tourism, as well as motivating their attachment to the community, are important for tourism development. Pages 99 to 120

 

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The Factors Influencing Tourists’ Online Hotel Reservations in Thailand: An Empirical Study

Natnaporn Aeknarajindawata, aGraduate School, Suan Sunandha Rajabhat University, Thailand, Email: anatnaporn.ae@ssru.ac.th

The travel agency plays an important role in travel industries  which fulfil  customers’ requirements, such as booking hotel reservations, whenever needed. Travel agencies work as an intermediary between customers and travel agent. This intermediary has now developed as an online travel agency due to the involvement of the internet. The internet has had a huge impact  upon this intermediary. Travellers can easily research information from the internet and make a clear decision about hotel bookings. The effect of internet development has had a huge impact on hotel distribution and the price of their products, as well as on services in the hotel industry. It has been shown that distribution in tourism has been switching automatically into the modern era, from the traditional era World Wide Web. In light of this, the hotel industry made an important decision in adopting online distribution, and the provision of opportunities for third party wholesalers like Expedia and Travelocity to dominate the industries. The objective of this study is to examine the key factors which impact hotel bookings for visitors through online travel  agencies. Convenience sampling methods have been used with a non-probability approach. The survey  involved 750 questionnaires, with 710 people responding. However, the researcher used 680 questionnaires, and the remaining questionnaires were discarded. Furthermore, the investigation expands the analysis through numerous relapse investigations by considering web-based booking reservations as a dependant variable. The result show that travellers are more likely to focus on three factors, which are rooms, food and customer reviews. Pages 121 to 136

 

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 The Relationship between Hotel Guests’ Satisfaction and Revisit Intentions in Bangkok, Thailand

Chayanan Kerdpitaka, aGraduate School, Suan Sunandha Rajabhat University, Thailand, Email: achayanan.ke@ssru.ac.th

In a competitive market environment, the customer’s role has practical implications for business as their positive publicity influences potential customers to revisit a hotel that offers a successful service. The present study investigates the significance of hotel characteristics in order to understand visitors’ overall satisfaction levels in the hotel industry in Bangkok and assesses the likelihood of these visitors re-visiting the hotel in  the future. Researchers distributed the questionnaire directly to visitors in the departure hall  at Bangkok International Airport. A total of 402 out of 600 collected questionnaires were found to be usable, representing a 67% response rate. The questionnaire was designed using a seven-point Likert scale. SPSS 24 and PLS software was used to conduct the analysis. Using structural equation modelling, the relative importance of hotel attributes on the tourists’ overall satisfaction levels, and their likelihood of re-visiting the same hotels, was investigated. Staff performance, room quality, amenities, value, IDD facilities, business service and security are key indicators  which determine revisit intentions of hotel guests in Bangkok, Thailand. The practical and theoretical implications are discussed in detail, along with future research suggestions. Pages 137 to 155

 

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The Influence of Food Service Quality in Tourists’ Overall Service Experiences: A Study in Bangkok, Thailand

Natnaporn Aeknarajindawata, aGraduate School, Suan Sunandha Rajabhat University, Thailand, Email: anatnaporn.ae@ssru.ac.th

This study analyses the food service role and its importance in satisfying tourists between regional groups, as well as examining how food service quality influences tourists’ overall service experiences during their visit to Thailand. Data was collected from 502 respondents who visited the capital city of Thailand. The study was conducted by Social Sciences (SPSS) and Structural Equation Modelling (PLS-SEM) for Statistical Packages. The empirical findings show significant differences between tourist groups’ satisfaction perceptions on the number of dishes, value for money, speed of service, food quality and service, and the presentation of food in general. The structural equation modelling of the study showed that food service quality positively influences the overall service experience of tourists to Thailand. In general, quality food, numerous dishes, food presentation, and value for money was found to be the most important attributes. Thus, it can be concluded that  among satisfied tourists, food service is an important  contributor. Pages 156 to 173

 

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 The Influence of Innovation and Self-Employment on Entrepreneurial Inclination: The Moderating Effect of the Role of Universities in Thailand

Krit Jarintoa, Kittisak Jermsittiparsertb,c*, Krisada Chienwattanasookd, aFaculty of Administration and Management, King Mongkut's Institute of Technology Ladkrabang, Bangkok, Thailand, bDepartment for Management of Science and Technology Development, Ton Duc Thang University, Ho Chi Minh City, Vietnam, cFaculty of Social Sciences and Humanities, Ton Duc Thang University, Ho Chi Minh City, Vietnam, dFaculty of Business Administration, Rajamangala University of Technology Thanyaburi, Pathum Thani, Thailand,

*Corresponding Author Email: b,c*kittisak.jermsittiparsert@tdtu.edu.vnakrisada_c@rmutt.ac.th, dkrit.ja@kmitl.ac.th

Entrepreneurship has become one of the most important areas in business around the world for the establishment of graduates. It is important for any country to encourage entrepreneurship among graduates in terms of  being competitive, innovative and competent. The purpose of the current study is to examine the entrepreneurial inclinations influenced by independent variables, including innovation and self-employment. The second prime objective of this study is to examine the moderating effect of the role of universities in developing entrepreneurial inclinations towards the establishment of graduates’ own businesses. The data was collected from online registered entrepreneurs in Thailand, from the department of business development, using SMART-PLS. The findings of the study showed that innovation positively and significantly influences entrepreneurial inclinations, and that the influence of a desire for self-employment towards entrepreneurial inclination was significantly positive. The moderating effect of the role of the university was also examined on the basis of collected data and found that the role of the university moderated the relationship between innovation and entrepreneurial inclination, but the relationship between self-employment and entrepreneurial inclination was not moderated by the role of the university. Therefore, all direct hypotheses H1, H2 and H3 were accepted statistically, and the moderating effect was observed in hypothesis H4 and accepted statistically; on the other hand, the hypothesis H6 was observed as insignificant and rejected on statistical grounds. This study contributes towards the understanding of entrepreneurial inclination and the influence of important factors, including innovation and desire for self-employment with a moderating effect of the role of the university. Pages 174 to 197

 

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The Influence of Entrepreneurial Orientation, Entrepreneurial Education and University Support on the Entrepreneurial Intentions of Thai graduates, with the Moderating role of Culture

Krisada Chienwattanasooka, Kittisak Jermsittiparsertb,c*, Krit Jarintod, aFaculty of Business Administration, Rajamangala University of Technology Thanyaburi, Pathum Thani, Thailand, bDepartment for Management of Science and Technology Development, Ton Duc Thang University, Ho Chi Minh City, Vietnam, cFaculty of Social Sciences and Humanities, Ton Duc Thang University, Ho Chi Minh City, Vietnam, dFaculty of Administration and Management, King Mongkut's Institute of Technology Ladkrabang, Bangkok, Thailand,

*Corresponding Author Email: b,c*kittisak.jermsittiparsert@tdtu.edu.vnakrisada_c@rmutt.ac.th, dkrit.ja@kmitl.ac.th

This study seeks to determine the entrepreneurial intentions among business graduates of Thai universities, as influenced by various predictors. The present study aims to investigate the influence of entrepreneurial orientation, entrepreneurial education and university support towards the entrepreneurial intentions of young graduates to become self-employed and entrepreneurs. The study also contributes to the determination of the moderating role of culture between independent and dependent variables of the proposed framework, on the basis of collected data from Thai university graduates by using SMART-PLS. Results of the study found that entrepreneurial orientation, entrepreneurial education and environmental support from educational institutions influences the entrepreneurial intentions of university graduates. The findings of previous studies and contradictory findings were considered, in the context of determining the role of university support, and all direct hypotheses were accepted statistically. The moderating role between independent and dependent variables by culture was also examined, and the results demonstrated that culture moderated the relationship between entrepreneurial orientation and entrepreneurial education as independent variables and dependent variables on entrepreneurial intention significantly, but found that culture doesn’t moderate the relationship between university support and intentions towards entrepreneurship. This study  investigates this relationship for the first time in an attempt to determine the intention of individuals to become entrepreneurs, along with the moderating role of culture. Pages 198 to 220