Template-Type: ReDIF-Article 1.0 Author-Name: Thi Le Ha Nguyen Author-Name: Keisuke Nagase Title: TOTAL QUALITY MANAGEMENT: A MEDIATING FACTOR IN THE RELATIONSHIP BETWEEN CUSTOMER EXPECTATIONS AND SATISFACTION Abstract: Patient satisfaction is a useful metric for evaluating service quality in healthcare organizations. This study examined total quality management as a factor mediating the relationship between customer expectations and satisfaction. A self-administered questionnaire was distributed to inpatients undergoing treatment at a tertiary-level hospital in Vietnam during April 2018. A confirmatory factor analysis was performed using AMOS 25.0 (The Statistical Package for the Social Sciences version 25.0) software to determine the relationships among the latent variables of the proposed model. Customer expectations had a significant effect on total quality management and customer satisfaction, while total quality management had a positive influence on satisfaction. Thus, total quality management plays a mediating role in customer expectations and satisfaction. This study has significant implications for service organizations, indicating that patient expectations and service quality should be considered when aiming to increase customer satisfaction. Classification-JEL: I110, M310 Keywords: Total Quality Management, Customer Expectations, Customer Satisfaction Journal: International Journal of Management and Marketing Research Pages: 1-13 Volume: 13 Issue: 1 Year: 2020 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v13n1-2020/IJMMR-V13N1-2020-1.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:13:y:2020:i:1:p:1-13 Template-Type: ReDIF-Article 1.0 Author-Name: Ahmed A. Bakhsh Title: FACTORS AFFECTING EMPLOYEE JOB SATISFACTION OF A MAJOR MIDDLE EASTERN AIRLINE Abstract: Employees’ job satisfaction plays an important role in strengthening their relations with an organization. This phenomenon carries more significance in the aviation industry due to the involvement of heavy investment and high competition. The present study aims to identify critical factors that affect the satisfaction level of employees’ at major Middle Eastern airports. Data were collected from 406 respondents with the help of a questionnaire comprised of thirty questions, divided into seven major categories. Respondents were responsible for providing ground services to passengers at the airport. A Likert type scale was used to evaluate answers varying from strongly agree to strongly disagree. Validity and reliability tests were applied to ensure the suitability of data and authenticity of responses. Data were analyzed with the help of independent sample T-tests, ANOVA and Regression analysis. Results of the study are beneficial for leadership of the aviation industry, who can use these factors to develop improvement strategies. These strategies will not only enhance the satisfaction level of their employees, but also improve the productivity and profitability of their respective organizations Classification-JEL: J28, M52, N35, N75 Keywords: Job Satisfaction, Aviation Industry, Critical Factors Journal: International Journal of Management and Marketing Research Pages: 15-22 Volume: 13 Issue: 1 Year: 2020 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v13n1-2020/IJMMR-V13N1-2020-2.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:13:y:2020:i:1:p:15-22 Template-Type: ReDIF-Article 1.0 Author-Name: Mary Beth McCabe Author-Name: Richard Weaver Title: A TWO-LEVEL EVALUATION OF MOBILE TRAVEL WEBSITES USING THE VISITOR EXPERIENCE AND THE BRAND PRESENTATION Abstract: With global mobile phone usage at an all-time high, people are traveling and making travel plans on their wireless devices while on the go. This research looks at how travel websites present their offerings on smartphones. It considers the promotion and, more specifically, the branding of the travel industry leaders from a consumer’s mobile phone. The authors explored how the travel websites present and promote on mobile devices and the difference between these travel offerings when viewed on mobile websites. This study considered that shopping for airfare and hotel rooms was within a few clicks on anyone’s mobile phone today. The researchers considered the best practices and recommendations for mobile users and the top ten companies providing this experience. The researchers reviewed Expedia Group and Booking Holdings (formerly Priceline) families of travel brands, as well as other top brands’ mobile websites. The websites were evaluated using criteria from a recent rubric of digital marketing in a service industry. The presentation of the brands on these mobile websites was then evaluated using a custom set of criteria to rate their achievement in this area. In both areas of the criteria, the Expedia family of brands was rated the highest Classification-JEL: M31 Keywords: Branding, Websites, Mobile, Marketing, Travel Marketing Journal: International Journal of Management and Marketing Research Pages: 23-34 Volume: 13 Issue: 1 Year: 2020 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v13n1-2020/IJMMR-V13N1-2020-3.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:13:y:2020:i:1:p:23-34 Template-Type: ReDIF-Article 1.0 Author-Name: Cito Mongane Espoir Author-Name: Andrea Smith-Hunter Author-Name: James Nolan Title: FEMALE ENTREPRENEURSHIP AND SMALL AND MEDIUM-SIZE ENTERPRISE GROWTH: EVIDENCE FROM CONGO Abstract: Female entrepreneurship depends both on the women’s situation and the place of entrepreneurship in a society. Firms under women management are actually increasing quickly in Congo. However, women entrepreneurs are still facing insufficient human and social capital, and limited access to adequate financial resources to grow their firms because of discrimination and gender issues. This study aims to analyze SME growth owned by women, and thus, raise the relationship between female entrepreneurship and SME growth. Data was collected empirically by using a structured questionnaire and treated using descriptive statistics and the Logistic Regression. The findings confirm that SMEs owned by women show a better sales growth and a low employment growth. It is because women usually use family workforce (labor). The logistic regression findings show a positive and significant relationship between firm’s age and sales growth, and a negative relationship between idea to create firm and employment growth. Thus, women entrepreneurs are still having insufficient social capital and financial resources needed to grow their firms Classification-JEL: L26, L31, M13, M16, M29 Keywords: Female Entrepreneurship, SME, Congo Journal: International Journal of Management and Marketing Research Pages: 35-50 Volume: 13 Issue: 1 Year: 2020 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v13n1-2020/IJMMR-V13N1-2020-4.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:13:y:2020:i:1:p:35-50 Template-Type: ReDIF-Article 1.0 Author-Name: Terrance Jalbert Title: AN ENHANCED MANAGEMENT TOOL FOR CREATING PRO-FORMA FINANCIAL STATEMENTS Abstract: The creation of pro-forma financial statements presents a challenge for entrepreneurs without extensive training in finance and accounting. This paper is the third in a series that provides tools to assist managers with creating these estimates. The approach requires users to estimate only management variables. The template completes all other necessary calculations. This paper extends earlier work by introducing additional automation. Specifically, the template here automates tax and cost of capital calculations. Classification-JEL:A2, G31, M13, M41 Keywords: Financial Statements, Pro-Forma Financial Statements, Forecasting, Entrepreneurship, Small Business Finance, Accounting for Small Businesses Journal: International Journal of Management and Marketing Research Pages: 51-81 Volume: 13 Issue: 1 Year: 2020 File-URL: http://www.theibfr2.com/RePEc/ibf/ijmmre/ijmmr-v13n1-2020/IJMMR-V13N1-2020-5.pdf File-Format: Application/pdf Handle: RePEc:ibf:ijmmre:v:13:y:2020:i:1:p:51-81