ABSTRACT
This study aimed to determine factors affecting customer satisfaction of national electric power companies during the COVID-19 pandemic by integrating SERVQUAL and Expectation-Confirmation Theory approaches. A total of 529 participants voluntarily participated and answered an online questionnaire of 49 questions. Structural equation modeling indicated that Tangibility, Empathy, and Responsiveness were positively related to Service Quality which subsequently led to Customer Expectation, Energy Consumption, and Perceived Performance (PE). In addition, a higher PE was positively related to Confirmation, which eventually led to Customer Satisfaction. It was evident that integrating SERVQUAL and ECT could holistically measure customer satisfaction among electricity service providers.
ABSTRACT
In a developing country like the Philippines, it is critical to understand the important factors which lead college students to their current colleges and universities, especially during the COVID-19 pandemic. This study utilized the conjoint analysis approach with an orthogonal design for evaluating understudy's inclination in choosing a college with the various attributes such as the tuition fee, distance or location, employability, academic reputation, recommended by friends and peers, recommended by family or relatives, and the availability to transfer was assessed. A total of 518 Filipino students studying at public and state universities participated in answering the 16 combined attributions about university preference using purposive sampling approach. Based on the utilities estimate, the most important attribute was the tuition fee of the preferred university with an importance value of about 32.839%, followed by the employability rate of the university with about 6% gap difference. The mid-concerned attributes were the distance/location with an estimated of 11.139%, recommendation of friends or peers with approximately 11.689% tying together, and the academic reputation with an estimated of 10.638%. The two least important attributes were identified to be the availability to transfer, having with only about 2.713%, and the recommendation of parents with only 2% difference at approximately 4.453%. The outcomes of this study can aid college chairmen and enrolment specialists tweak their advertising procedures by giving significant data to the chief gatherings engaged with settling college decision choices.
ABSTRACT
An online event, such as an online concert or online graduation, has been widely utilized as one of the solutions to connect people during the COVID-19 pandemic. The purpose of this study was to determine factors affecting behavioral intention to organize an online event during the COVID-19 pandemic by integrating Technology Acceptance Model (TAM) and Theory of Planned Behavior (TPB). Overall, 366 sets of data were collected from respondents through a convenience sampling approach from several social media platforms. They were asked to fill the online questionnaire which had 40 questions under 8 segments. Structural equation modeling (SEM) showed that hedonic motivation was found to have the strongest effect on attitude, which subsequently led to behavior intention. In addition, online event promotion and perceived usefulness were also found to have significant effects on attitude, which also subsequently led to behavior intention. This study is one of the first studies that explored the behavioral intention to utilize an online event during the COVID-19 pandemic. The findings would be beneficial mainly for online event organizers, particularly for enhancing the online event performance based on the contributing factors. Additionally, this study could act as a stepping stone to help future researchers understand online event better. Finally, the technology acceptance model and theory of planned behavior in this study can be extended for exploring the acceptance of an online event worldwide.
ABSTRACT
COVID-19 contact-tracing mobile applications have been some of the most important tools during the COVID-19 pandemic. One preventive measure that has been incorporated to help reduce the virus spread is the strict implementation of utilizing a COVID-19 tracing application, such as the MorChana mobile application of Thailand. This study aimed to evaluate the factors affecting the actual usage of the MorChana mobile application. Through the integration of Protection Motivation Theory (PMT) and Unified Theory of Acceptance and Use of Technology (UTAUT2), latent variables such as performance expectancy (PE), effort expectancy (EE), social influence (SI), facilitating conditions (FC), hedonic motivation (HM), habit (HB), perceived risk (PCR), self-efficacy (SEF), privacy (PR), trust (TR), and understanding COVID-19 (U) were considered to measure the intention to use MorChana (IU) and the actual usage (AU) of the mobile application. This study considered 907 anonymous participants who voluntarily answered an online self-administered survey collected via convenience sampling. The results show that IU presented the highest significant effect on AU, followed by HB, HM, PR, FC, U, SEF, PE, EE, TR, and SI. This is evident due to the strict implementation of using mobile applications upon entering any area of the vicinity. Moreover, PCR was not seen to be a significant latent factor affecting AU. This study is the first to have evaluated mobile contact tracing in Thailand. The integrated framework can be applied and extended to determine factors affecting COVID-19 tracing applications in other countries. Moreover, the findings of this study could be applied to other health-related mobile applications worldwide.
Subject(s)
COVID-19 , Mobile Applications , COVID-19/epidemiology , COVID-19/prevention & control , Contact Tracing/methods , Humans , Pandemics , Risk Assessment , Thailand/epidemiologyABSTRACT
COVID-19 contact-tracing mobile applications have been some of the most important tools during the COVID-19 pandemic. One preventive measure that has been incorporated to help reduce the virus spread is the strict implementation of utilizing a COVID-19 tracing application, such as the MorChana mobile application of Thailand. This study aimed to evaluate the factors affecting the actual usage of the MorChana mobile application. Through the integration of Protection Motivation Theory (PMT) and Unified Theory of Acceptance and Use of Technology (UTAUT2), latent variables such as performance expectancy (PE), effort expectancy (EE), social influence (SI), facilitating conditions (FC), hedonic motivation (HM), habit (HB), perceived risk (PCR), self-efficacy (SEF), privacy (PR), trust (TR), and understanding COVID-19 (U) were considered to measure the intention to use MorChana (IU) and the actual usage (AU) of the mobile application. This study considered 907 anonymous participants who voluntarily answered an online self-administered survey collected via convenience sampling. The results show that IU presented the highest significant effect on AU, followed by HB, HM, PR, FC, U, SEF, PE, EE, TR, and SI. This is evident due to the strict implementation of using mobile applications upon entering any area of the vicinity. Moreover, PCR was not seen to be a significant latent factor affecting AU. This study is the first to have evaluated mobile contact tracing in Thailand. The integrated framework can be applied and extended to determine factors affecting COVID-19 tracing applications in other countries. Moreover, the findings of this study could be applied to other health-related mobile applications worldwide.
ABSTRACT
The decline of enrollees for industrial engineering during the COVID-19 pandemic and the increasing demand for professional industrial engineers should be explored. The purpose of this study was to determine the preference of industrial engineering students of different educational levels on online learning during the COVID-19 pandemic. Specifically, this study utilized conjoint analysis with orthogonal design considering seven attributes: delivery type, layout, term style, final requirements, Coursera requirements, seatwork and practice sets, and platforms. Among the attributes, 20 stimuli were created through SPSS and were answered voluntarily by 126 respondents utilizing a 7-point Likert Scale. The respondents were comprised of 79 undergraduate, 30 fully online master’s degree, and 17 master’s and doctorate degree students collected through purposive sampling. One university from the two available universities that offer all educational levels of IE in the Philippines was considered. The results showed that undergraduate students considered the final requirements with multiple-choice as the highest preference, followed by non-modular term style, and no seatwork and practice sets. In addition, fully online master’s degree students considered delivery type with the mix as the highest preference, followed by layout, and no seatwork and practice sets. Finally, master’s and doctorate degree students considered final requirements with publication as the highest preference, followed by no seatwork and practice sets, and mix delivery type. The students are technologically inclined, want to learn at their own pace, know where and how to get additional online learning materials, but still need the guidance of teachers/professors. The results would help contribute to the theoretical foundation for further students’ preference segmentation, specifically on online learning during the COVID-19 pandemic worldwide. Moreover, the design created could be utilized for other courses in measuring students’ preference for online learning even after the COVID-19 pandemic.