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Using the attitudes of students toward ideal banking services, the purpose of this paper is to examine the structure of banking-related SERVQUAL service dimensions with first-order and second-order confirmatory factors analysis. Following this, a study model was suggested to describe the relationship between the perceptions of students regarding the services provided by their banks and their overall level of satisfaction with the bank.

The sample group for the study comprised students from the Faculty of Economics and Administrative Sciences of Eskisehir Osmangazi University. The sample included 441 students, and was designed according to a stratified and proportional distribution. The first-order and second order confirmatory factor model used to confirm the structure of the SERVQUAL service dimensions presented in the study was found to be suitable and compatible. The relationship of the SERVQUAL service dimensions based on the actual perception of banking services by the students with the students’ satisfaction and loyalty to their banks was investigated using a structural equation modeling (SEM) analysis.

Based on the study results, it was concluded that the confidence inspired by the banks, the reliability of their services, and the physical appearance and accessibility of the bank all have an effect in increasing customer satisfaction.

Conducting this study using university students, who represent a specific group, will help in determining whether the quality of banking services provided to students is, in itself, sufficient to make them prefer these banks. Furthermore, the study will also shed light on various other aspects, such as the banks’ efforts at reviewing and developing the services they provide to students.

In this study, the service quality of an automobile authorized service center was investigated based on the European Customer Satisfaction Index (ECSI) model. The ECSI model includes image, customer expectations, perceived quality, perceived value, customer satisfaction, customer complaints and customer loyalty.

In the study, an attempt was made to improve the ESCI model by adding the trust factor as a moderating variable. After an extensive literature review, measurement questions were developed to best represent the factors in the research model. Partial least squares structural equation modeling (PLS-SEM) was used to test the fit of the research model and test the hypotheses.

As a result of the analysis, only one of the 13 hypotheses tested was not supported. According to the results of hypothesis testing, the highest effect was found in the relationship between customer satisfaction customer complaints, customer expectations and perceived quality. In addition, customer expectations affect customer satisfaction indirectly rather than directly. In this case, customer expectations, perceived value and perceived quality influence customer satisfaction.

The customer satisfaction quality index score of the authorized automobile service whose service quality was measured was calculated as 72.75. Although customers were generally satisfied with the authorized service, their expectations were not fully met.

In the study, an attempt was made to improve the ECSI model by adding a trust factor. Trust, which was added to the model as a moderator variable, fit the model. As a result, it was revealed that trust has an increasing regulatory effect on the relationship between perceived quality and customer satisfaction.

Mobile food ordering apps (MFOAs) became more popular, thanks to social distancing regulations during the COVID-19 outbreak. People started to order food using these apps more than usual. As customers seem happy to use these apps, there is always a risk of spreading infection. These facts inevitably shape customer intentions. Therefore, this study aims to empirically assess the MFOA user dining attitudes (DA), e-satisfaction (ES) and continuance intention (CI) regarding the perceived risk (PR) during the COVID-19 pandemic in Türkiye.

This study used structural equation modelling (SEM) in the expectation confirmation theory and technology acceptance model. Data collection instruments were derived from existing literature, and 625 questionnaires were collected via online surveys. The data collection instrument consisted of eight parts that aimed to gather information about participants’ demographics, expectation confirmation, perceived ease of use, perceived usefulness, ES, PR and CI.

Results showed significant relationships between ES, DA, PR and CI. The most remarkable finding is that while ES influences customers to reuse MFOAs, PR causes a decrease in CI.

This study model broadened the existing MFOA study models by adding risk factors. Also, it made a valuable contribution to emerging MFOA literature both in Türkiye and the world.

由于 Covid-19 爆发期间的社交距离规定, 移动订餐应用程序 (MFOA) 变得更受欢迎。 人们开始比平时更多地使用这些应用程序点餐。由于客户似乎很乐意使用这些应用程序, 因此始终存在传播感染的风险。这些事实不可避免地会影响客户的使用意愿。因此, 本研究旨在实证评估 MFOA 用户在 Turkiye Covid-19 大流行期间对感知风险的用餐态度、电子满意度和持续意图。

该研究在预期确认理论和技术接受模型中使用了 SEM。 数据收集工具来自现有文献, 通过在线调查收集了 625 份问卷。 数据收集工具由 8 个部分组成, 旨在收集有关参与者的人口统计信息、期望确认、感知易用性、感知有用性、电子满意度、感知风险和持续意图的信息。

结果显示电子满意度、用餐态度、感知风险和持续意愿之间存在显着关系。 最显着的发现是, 虽然电子满意度会影响客户重复使用 MFOA, 但感知到的风险会导致持续意愿下降。

该研究模型通过添加风险因素拓宽了现有的 MFOA 研究模型。 此外, 它还为土耳其和世界新兴的 MFOA 文献做出了宝贵贡献。

This paper aims to examine the relationships between Islamic work ethic, deviant organizational behaviours and person-organization fit within the context of the hotels.

A survey was conducted with the participation of 243 employees working at five-star hotels operating in Marmaris, which is one of the popular destinations that attracts the most tourists in Turkey. The data obtained from the research is tested by implementing confirmatory factor analysis and structural equation modelling.

The results revealed that Islamic work ethic was negatively related to deviant organizational behaviour but positively related to person organization fit. On the other hand, no significant relationship was found between deviant organizational behaviour and person-organization fit.

This study presents to hotels practical and theoretical applications about employee behaviours and management practices.

In this study, the mediating effects of perceived behavior control and attitudes toward being an entrepreneur were investigated in the relationship between family business experience and entrepreneurial intentions of university students. First, the variables of perceived behavioral control and attitude toward being an entrepreneur were defined as the mediators used in explaining the entrepreneurial intention. Then, the process of investigating the mediation effects with the structural equation modeling (SEM) approach in two cases with one and two mediating latent variables is explained.

In this study, the process of investigating the mediation effects in two situations where there is one and two mediating latent variables by SEM is presented. In addition, the decomposition of the effects for the model consisting of two mediating latent variables is given in detail with matrix notation.

It has been determined that the latent variable of perceived behavior control functions as a “full mediator” in the relationship between the family ownership story and the entrepreneurial intention. The study also revealed that students whose family's business ownership score is high and who are self-confident in the process of becoming an entrepreneur have stronger entrepreneurial intentions.

In the research, the distinction between the model used in determining the entrepreneurial intentions of university students and their mediation and indirect effects is explained in detail with matrix notations with the SEM approach.