Search Results (524)

This study explores the relationship between customer satisfaction and loyalty in mobile banking, emphasizing the moderating role of Technology Readiness. As mobile banking becomes increasingly central to financial service delivery, understanding the nuanced drivers of customer loyalty is essential for strategic growth. Drawing from the Technology Readiness Index, this study examines how four dimensions, optimism, innovativeness, discomfort, and insecurity, moderate the satisfaction–loyalty linkage. Data were collected via a structured survey from 258 mobile banking users in the United States, analyzed using partial least squares structural equation modeling (PLS-SEM). Results show that optimism and innovativeness positively moderate this relationship, while discomfort and insecurity act as negative moderators. Practically, this research introduces a segmented approach to mobile banking service design, underscoring the need for differentiated strategies that address varying levels of user readiness. Theoretically, this study addresses a gap in mobile banking literature by shifting the focus from adoption to sustained usage and satisfaction-based loyalty, enriching the discourse on customer behavior in digital finance. Full article

This study analyses aspects related to the electromobility transition. Emerging technologies have enabled the production and commercialisation of electric vehicles to reduce polluting emissions. However, significant obstacles are present in this global transition. The analysis identifies that public policies play a crucial role in the development of electromobility, and emphasises how new business models in electromobility are emerging to satisfy changing customer demands. Concerns related to raw materials extraction, battery disposal, and vehicle-to-grid (V2G) integration are also important to consider. The relationship between technologically advanced countries and raw material-producing nations must balance socioeconomic, historical, labour, and ecological factors. In order to have a standard reference, this study considers for the analysis the political, economic, social, technological, environmental, and legal factors (PESTLE). An analysis of future scenarios considering pessimistic and optimistic trends revealed that, compared with the actual trends, important actions must be taken to develop electromobility not only from the technological aspect. These results provide a comprehensive analysis of electromobility sustainability and its importance for multidisciplinary stakeholders related to the actual challenges towards electromobility, the electric network capabilities, and the importance of creating new jobs and products based on a circular and sustainable economy. Full article

The aim of this study is to investigate how consumers’ cognitive and affective responses to web-based augmented reality affect their intention to continue to use augmented reality. The novelty of this study is the integration of the Stimulus–Organism–Response model with Technology Continuance Theory, allowing for an investigation of the relationships among the following critical variables: augmented reality (AR), utilitarian value, perceived risk, user satisfaction, attitude toward AR, and continuance intention. The study sample consisted of 452 participants. Data were analyzed using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) approach. The results indicate significant direct relationships between all variables. Furthermore, this study demonstrated an indirect relationship between AR and continuance intention, mediated sequentially by cognitive responses, namely, utilitarian value and perceived risk, and affective responses, including user satisfaction and attitude toward AR. Consequently, it was revealed that all indirect relationships were significant, except for the pathways from AR to continuance intention involving perceived risk. This study presents key insights for online retailers, demonstrating how the integration of AR technology into conventional online shopping platforms can optimize user experiences by enhancing the cognitive and affective responses of customers. This, in turn, strengthens their intention to continue using AR technology, fostering sustained engagement and the long-term adoption of AR technology. Full article

Purpose—This research paper examines the critical factors in customer satisfaction while purchasing fruits and vegetables at farmers’ markets. Design/methodology/approach—This study was conducted using a prepared questionnaire to collect data on a random sample of 235 customers of farmers’ markets in the state of Maharashtra, India. The research was carried out in the year 2023. Seven hypotheses were tested concerning the relationships between the variables of interest. The variables of convenience, variety, quality, price, health and hygiene, and service conditions were used as independent constructs and were proxied by reflective indicators. Customer satisfaction and customer loyalty were treated as an exogenous variable and an endogenous variable, respectively. Structural equation modeling was used to investigate the model relationships and confirm the theoretical model. Findings—The findings validate all the reflective indicators used in the study. The latent variables of convenience, variety, quality, price, health and hygiene, and service conditions positively and significantly affect customer satisfaction, and customer satisfaction positively and significantly affects customer loyalty toward farmers’ markets. The structural equation explains approximately 55% of the variation in customer satisfaction related to convenience, variety, price, quality, health and hygiene, and service conditions. Significance—The study results provide insights into the factors that influence consumer behavior and attitudes toward farmers’ markets. By identifying these predictors, this study can help farmers’ markets and other stakeholders develop effective marketing strategies to attract and retain customers, ultimately promoting sustainable food production and consumption. Additionally, the results can inform policymakers on how to support and promote farmers’ markets as healthy and sustainable food sources. Practical implication—By implementing the practical suggestions derived from the implications of this research, farmers’ markets can optimize customer satisfaction, boost customer loyalty, and reinforce their position as valuable contributors to local communities’ well-being and sustainability. Originality/value—The acceptance of farmers’ markets in India as an alternative shopping destination for fruits and vegetables is gradually increasing. This exploratory study conducted on farmers’ markets examined several factors, including price, in assessing customer satisfaction and farmers’ markets’ effectiveness at positioning themselves as shopping destinations for consumers in India. Full article

This study investigates the mechanisms through which employees’ green behavioural intention (GBI) translates into employee in-role green behaviour (EGB-IR) in the hospitality sector. Drawing on the Theory of Planned Behaviour (TPB) and the Value-Belief Norm (VBN) theory, we propose an extended model that incorporates four contextual mediators —customers’ environmental attitudes (CEAs), coworkers’ green work climate (CGWC), supervisors’ commitment to the environment (SCE), and environmental organisational policy (EOP)—to explain how the relationship between intentions and behaviours is mediated by these social and organisational factors. Data were collected through a self-administered survey of 497 employees from hotels located in the Canary Islands, a recognised coastal tourism destination facing relevant environmental challenges. The proposed relationships were tested using Partial Least Squares Structural Equation Modelling (PLS-SEM). Results confirm that GBI significantly predicts in-role green behaviour (EGB-IR), and all four contextual factors partially mediate this relationship. Among them, EOP and CGWC emerged as the most influential mediators. These findings underscore the importance of aligning individual motivation with supportive workplace environments to foster consistent sustainable practices in hospitality organisations. This research contributes to the growing literature on green behaviours in hospitality by empirically validating a multilevel TPB-VBN-theory-based framework and highlighting key points for hotel managers aiming to strengthen their environmental commitment through employee engagement. Full article

Sustainable development requires manufacturers to deliver products that are not only of good quality but also environmentally friendly. The materials used play a crucial role in product manufacturing. They not only directly determine quality but also influence the environment throughout the product’s life cycle. Therefore, the aim was to develop an innovative approach based on the modelling of the relationship between materials and product quality within the framework of the sustainable design of alternative product solutions. The model framework includes selected elements of Quality Functional Development (QFD) and the first stage of life cycle assessment (LCA), namely, material acquisition and extraction. Its novelty lies in supporting the modelling process with life cycle data on materials characterised by their environmental burden. This modelling is based on their potential negative environment impact. Using this foundation, it becomes possible to consider alternative design solutions in terms of both quality (i.e., fulfilling customer satisfaction during use) and environmental performance (i.e., reducing the negative impact throughout the life cycle). The proposed modelling process was also tested, demonstrating its effectiveness in the material analysis of products. The solution can be applied to any material, and, with minor modifications, adapted to various product types. Full article

This systematic literature review explores how conflict management strategies (CMS) impact supply chain performance (SCP), focusing on the mediating roles of supply chain operational processes (SCOP) and customer-centric green supply chain management (CCGSCM) within Jordan’s food manufacturing sector. Framed within smart city initiatives and sustainable development goals (SDGs 9, 11, and 12), this study addresses critical gaps identified in the literature, particularly the lack of integrated examination of CMS impacts in emerging markets like Jordan. Utilizing thematic analysis, this review consolidates key findings across relevant studies from 2010 to 2025 sourced from top-tier databases. The results reveal that collaboration emerges as the most effective CMS strategy, enhancing stakeholder interactions, operational coordination, and resilience. SCOP significantly mediate CMS–SCP relationships, with logistics and inventory management notably vital in mitigating disruptions. Additionally, CCGSCM is highlighted as pivotal for sustainability and operational efficiency in post-COVID market conditions. The findings offer valuable insights for practitioners and policymakers, providing strategic recommendations for integrating technology-driven and relationship-focused CMS tailored to Jordan’s unique socio-economic context, thereby aligning operational practices with global sustainability goals (SDGs 9, 11, and 12). Full article

This study explores the transformative role of financial technology (fintech) in advancing sustainability, financial inclusion, and customer engagement in Jordan’s banking sector. Utilizing a quantitative descriptive survey design, data were collected from 400 participants—comprising 300 bank customers and 100 banking professionals—through a structured bilingual questionnaire distributed via digital platforms. The study aims to evaluate how fintech innovations align with sustainable finance practices, extend banking access to underserved populations, and influence customer satisfaction. The results reveal strong evidence of fintech’s positive impact across all three domains. Regression analysis confirmed a statistically significant relationship between fintech innovation and the adoption of sustainable finance practices (β = 0.6498, p < 0.001), explaining 42.2% of the variance in sustainability outcomes. Similarly, fintech adoption was found to significantly improve financial inclusion among underserved populations (β = 0.6842, p < 0.001), accounting for 46.85% of the variance in access to services. One-way ANOVA analysis further showed that increased fintech integration significantly enhances customer engagement, with mean satisfaction scores rising progressively with higher fintech usage levels (F = 24.49, p < 0.001). The study underscores that fintech is a critical enabler of ethical banking transformation in Jordan, promoting ESG objectives, reducing financial access disparities, and strengthening customer loyalty. The findings confirm that fintech significantly contributes to sustainable, inclusive, and customer-centric banking practices. These insights support the notion that fintech adoption not only redefines banking operations but also charts a sustainable and socially responsible future for the Jordanian financial sector. Full article

In addressing the complexities of sustainable development, the integration of digital technologies (DTs) with supply chain collaboration offers firms diverse strategic solutions. While prior studies have examined how DT shapes internal decision-making and stakeholder engagement, limited attention has been paid to how DT influences the dynamic collaborative capabilities of distinct supply chain stakeholders in advancing corporate sustainability. Grounded in the dynamic resource-based view (Dynamic RBV), this study conceptualizes sustainable dynamic capabilities (SDCs) as comprising sustainable information capability (SIC) and sustainable relationship capability (SRC)—the abilities to share sustainability-related information and to adapt and leverage external sustainable partnerships, respectively. Using panel data from manufacturing firms listed on China’s Shanghai and Shenzhen A-share markets between 2010 and 2023, sourced from CSMAR and iFinD databases, this study employs fixed-effects and system GMM models to test the proposed relationships. Results show that DT enhances SIC, which in turn facilitates SRC, ultimately improving corporate sustainability performance (CSP). Moreover, firms at different supply chain positions exhibit distinct sustainability priorities as upstream suppliers focus on resource efficiency, while downstream customers emphasize environmental compliance and product-level sustainability. These upstream and downstream actors influence CSP through two mechanisms—resource-driven “source-push” and demand-driven “value chain-pull”. This study deepens the understanding of stakeholder heterogeneity in sustainable collaboration and offers practical insights for managers to tailor sustainability strategies that reinforce supply chain-wide dynamic capabilities. Full article

The widespread deployment of service robots in industries such as hospitality has significantly transformed service delivery, influencing not only customers but also employees. This study examines the multi-dimensional impact of service robots on hotel employees, focusing on their attitudes, emotional responses, and willingness to collaborate, as shaped by perceived benefits (service reliability, process efficiency, and job crafting) and risks (inefficiency, insufficient intelligence, and privacy concerns). Data were collected from 471 hotel employees in South Korea with experience working alongside service robots, and Hayes’ Process Macro Model 4 was employed for hypothesis testing. The findings reveal that perceived benefits positively influence employees’ attitudes, emotions, and willingness to collaborate, while perceived risks exert a negative impact. Furthermore, attitudes and emotional responses mediate these relationships. These findings provide theoretical and practical insights for managers, policymakers, and service robot manufacturers to address employee concerns, improve human–robot collaboration, and promote sustainable technological integration within the service industry. Full article

This study explores how small family wineries in the Croatian Split-Dalmatia County integrate social media into their marketing and business strategies, focusing on the interplay between tradition, family identity, and digital innovation. Utilising a qualitative methodology, semi-structured interviews were conducted with winery owners to explore their use of social media platforms, their sales and distribution strategies, and their perceptions of Croatia’s EU membership. The results show that social media, particularly Facebook and Instagram, serve as highly personalised, low-cost marketing tools, predominantly managed by younger family members and used to convey authenticity, family heritage, and local identity. Despite limited resources and professional marketing expertise, these wineries take an intuitive, do-it-yourself approach and rely on direct customer relationships, storytelling, and experiential offerings to drive loyalty. While EU membership is generally seen as beneficial for tourism and funding opportunities, bureaucratic complexity remains a significant obstacle. This study highlights the importance of leveraging cultural heritage for digital content and emphasises the need for targeted policy support to improve digital competencies and reduce administrative barriers. These findings contribute to a deeper understanding of how family-run SMEs can gain and sustain competitive advantage by blending tradition with digital marketing practices in a rapidly evolving business environment. Full article

The Yangtze River Delta (YRD) region, located inside the Yangtze River Basin, functions as a vital ecological and economic area in China, with its natural environment directly impacting human existence. This study seeks to elucidate the spatial and temporal evolution of rural resilience in the Yangtze River Delta region and its underlying mechanisms by establishing a comprehensive assessment framework for rural resilience, thereby offering a scientific foundation and policy guidance for the region’s sustainable development. The research first established the DPSIR (driving force–pressure–state–impact–response) assessment index system. Subsequently, the entropy weighting method and TOPSIS were utilized to assess and rank the rural resilience levels in the Yangtze River Delta region (Shanghai, Jiangsu, Zhejiang, and Anhui) from 2012 to 2022. Ultimately, partial least squares structural equation modeling (PLS-SEM) was employed to examine the intrinsic logical relationships among the five dimensions of the DPSIR framework and to extract conclusions. The study effectively met the goals of SDG 7 (clean water and sanitation), SDG 8 (decent work and economic growth), and SDG 11 (sustainable cities and communities). The research indicated that (1) the resilience level in the Yangtze River Delta region initially declined, then increased, and eventually attained a condition of stabilization. Changes in the “driving force”, influenced by the “response level” and environmental “pressure”, have affected the resilience level of rural areas. There is heterogeneity in the assessment values and ranges of change among provinces, with the “impact” component exhibiting the most substantial evaluation value. The findings yield policy recommendations for the implementation of diverse regional governance, the establishment of connectivity mechanisms, the customization of strategies to address the specific deficiencies of each province, and the systematic enhancement of rural resilience. Full article

Extreme weather events and rising temperatures pose significant risks, not only in urban areas but also in metropolitan forests, that affect the well-being of the people who visit them. City forests are considered one of the best bets for mitigating high temperatures within civic areas. Such areas modulate microclimates in contemporary cities, offering environmental, social, and economic advantages. Therefore, comprehending the intricate relationships between municipal forests and the climatic changes of various destinations is crucial for attaining healthier and more sustainable city environments for people. In this research, the thermal comfort index (Modified Temperature–Humidity Index (MTHI)) has been analysed using Landsat images of six urban forests in London during July 2022, when the area first experienced record-breaking temperatures of over 40 °C. Our results show a significant growth in the MTHI that goes from 2.5 (slightly hot) under normal conditions to 3.4 (hot) during the heat wave period. This situation intensifies the environmental discomfort for visitors and highlights the necessity to enhance their adaptability to future temperature increases. In turn, it was found that the places most affected by heat waves are those that have grass cover or that have small associated buildings. Conversely, forested regions or those with lakes and/or ponds exhibit lower temperatures, which results in enhanced resilience. These findings are noteworthy in their concentration on one of the UK’s most severe heat waves and illustrate the efficacy of integrating spectral measurements with statistical analyses to formulate customized regional initiatives. Therefore, the results reported will allow the implementation of new planning and adaptation policies such as incorporating thermal comfort into planning processes, improving green and blue amenities, increasing tree densities that are resilient to rising temperatures, and increasing environmental comfort conditions in metropolitan forests. Finally, the applicability of this approach in similar urban contexts is highlighted. Full article

With the increasing connection between integrated natural gas, thermal energy, and electric power systems, the integrated energy system (IES) needs to coordinate the internal unit scheduling and meet the different load demands of customers. However, when the energy subjects involved in scheduling are engaged in conflicts of interest, aspects such as hierarchical status relationships and cooperative and competitive relationships must be considered. Therefore, this paper studies the problem of achieving optimal energy scheduling for multiple subjects of source, storage, and load under the same distribution network while ensuring that their benefits are not impaired. First, this paper establishes a dual master-slave game model with a shared energy storage system (SESS), IES, and the alliance of prosumers (APs) as the main subjects. Second, based on the Nash negotiation theory and considering the sharing of electric energy among prosumers, the APs model is equated into two sub-problems of coalition cost minimization and cooperative benefit distribution to ensure that the coalition members distribute the cooperative benefits equitably. Further, the Stackelberg-Stackelberg-Nash three-layer game model is established, and the dichotomous distributed optimization algorithm combined with the alternating direction multiplier method (ADMM) is used to solve this three-layer game model. Finally, in the simulation results of the arithmetic example, the natural gas consumption is reduced by 9.32%, the economic efficiency of IES is improved by 3.95%, and the comprehensive energy purchase cost of APs is reduced by 12.16%, the proposed model verifies the sustainability co-optimization and mutual benefits of source, storage and load multi-interested subjects. Full article

(1) Background: This study investigates the impact of Quality Culture (QC) and Quality Management (QM) on Organizational Performance (OP) in the manufacturing sector, emphasizing their role in driving sustainability and competitiveness. (2) Methods: A theoretical model was validated to analyze direct and indirect relationships among QC, QM, and OP using Structural Equation Modeling (SEM). Data were collected from 204 employees across 16 manufacturing firms in Norte de Santander, Colombia, using Likert-scale surveys and secondary financial data. Analytical methods included Exploratory Data Analysis (EDA), polychoric correlations, and SEM, with rigorous reliability and validity testing. (3) Results: QC directly impacts OP, with its effect significantly amplified through QM as a mediator. The QC–QM relationship highlights leadership, participation, and customer focus as critical for implementing effective quality systems. Key QM practices, including strategic planning and performance monitoring, enhance financial and non-financial aspects of OP. (4) Conclusions: This study demonstrates the importance of integrating QC and QM to optimize OP, offering empirical insights for policies and organizational training to promote sustainability and competitiveness. Future research should validate the model in other sectors to extend its applicability. Full article