Browsing by Author "Andaleeb, Syed Saad"

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A multivariate model of perceived quality in a developing country
(© 2007 Published by Taylor & Francis Online, 2007) Chowdhury, M. Humayun Kabir; Andaleeb, Syed Saad
This paper integrates past research and proposes a framework for the analysis of consumer perceptions of quality in a developing country. In this framework, consumer-perceived quality is hypothesized to be formed from several intrinsic and extrinsic cues that include product attributes, corporate image, perceived price, and country-of-origin information. A questionnaire served as a data-gathering instrument. Information on three computer brands was manipulated based on the four cues. Results from structural equations analysis reveal a broader conceptualization of consumer-perceived quality in Bangladesh as reflected in the model. In particular, it was found that for high-involvement products like computers, perceived product attribute (PPA) is the most important and price is the least important factor in shaping perceptions of product quality in the country.
Academia's missing middle
(The Daily Star, 2015-02-20) Andaleeb, Syed Saad
An examination of the effects of adaptive selling behavior and customer orientation on performance of pharmaceutical salespeople in an emerging market
(© 2013 The Author(s), SAGE Journals, 2013) Kara, Ali; Andaleeb, Syed Saad; Turan, Mehmet; Çabuk, Serap
The effects of salespeople's customer orientation and adaptive selling behavior on their performance have been frequently studied in the marketing literature. However, most of the studies were conducted in the developed world. Given the role that different cultural environments may play, the assumed relationships among the constructs need to be studied in different cultural contexts to explain performance. The objective of this study is to examine pharmaceutical salespersons' customer orientation and adaptive selling behavior on their performance in a different cultural environment. Using personal interviews, data were collected from Turkish pharmaceutical salespeople to examine the hypothesized relationships. Results indicate that customer orientation was significant in respect to sales performance, satisfaction, and adaptive selling behavior. Furthermore, adaptive selling behavior was significantly related to sales performance and customer orientation but not to satisfaction.
An experimental investigation of satisfaction and commitment in marketing channels: the role of trust and dependence
(© 1996 Published by Elsevier Inc., 1996) Andaleeb, Syed Saad
This paper examines the independent and interactive effects of trust and dependence on satisfaction and commitment in a contrived dyadic exchange relationship. Trust and dependence were manipulated in a 2 × 2 factorial experiment. Data were obtained from a sample of 72 business executives. The findings indicate main effects of trust and dependence on satisfaction. For commitment, an interaction effect was found. Managerial implications of building trust in dependence relations are discussed.
Attaining global standards in our universities
(The Daily Star, 2017-02-25) Andaleeb, Syed Saad
Bangladesh in the 21st Century: the harvard conference recommendations
(© 2008 Bangladesh Development Initiative, USA (BDI), 2008) Andaleeb, Syed Saad
On June 13-14, 2008, an international conference was organized by Bangladesh Development Initiative, Democracy and Development in Bangladesh Forum, and the Ash Institute of Democratic Governance at Harvard University’s Center for Government and International Studies (CGIS) to address the theme: Bangladesh in the 21st Century. The purpose of the conference was to bring together scholars, practitioners, students, and well-wishers as a community to contemplate the opportunities and challenges facing Bangladesh. The response was overwhelming. About ninety papers were submitted from four continents covering topics as diverse as foreign policy and infrastructure to health care, education, politics, and even shrimp culture. From the submitted papers, about sixty were ultimately chosen for presentation. In addition there were two panel discussions on foreign policy and the accomplishments of “BRAC at 35.” The conference sessions were embellished by luncheon and dinner speakers who, in their own rights, added further dimension and richness to the already star-studded list of participants. A cultural program was also organized by the Boston community that struck a deep chord with the theme of the conference. Highlights of the conference and key recommendations are summarized here for various stakeholders: the political leadership and its administrative wing to contemplate, adapt and adopt; for researchers and scholars to embellish and build upon; and the general reader to be informed of the policy options.
Caring for children: a model of healthcare service quality in Bangladesh
(© 2008 The Author, Oxford University Press, 2008) Andaleeb, Syed Saad
Objective This study assesses the links between service quality and patient satisfaction in the context of health services delivered to children in a developing country. With the growing importance of patients' voice in the healthcare environment, it is important to assess the factors that are best able to explain patient satisfaction to influence the art and science of patient care and health service delivery. Design A field survey was conducted using a household survey to assess the quality of services provided to children who had been to a hospital in the past 12 months. Participants Caregivers who had accompanied an afflicted child to a hospital in Dhaka City. Main outcome measures Patient satisfaction was the main outcome/dependent variable as reflected in surrogate measures obtained from the children's accompanying caregivers. Results A regression model was tested. The independent variables were nurse composite, doctor composite, tangibles, health inputs and facilitation payments. The model explained 67.4% of the variation in the dependent variable (R2). The behavior of nurses had the greatest impact on satisfaction (P < 0.001) as reflected in the standardized betas, followed by the behavior of doctors (P < 0.001). Facilitation payments had a negative effect on satisfaction (P < 0.01). Conclusions Bringing about attitude change among doctors, nurses and support staff is vital for improving children's satisfaction with hospital care. Installing proper recruitment procedures, training, supervision, and reward systems are most likely to facilitate this change. But similar changes are also needed elsewhere: in the Ministry of Health and Family Welfare, other facilitating ministries, as well as the development partners to achieve enduring and positive effects.
Choice and evaluation of hospitals in Bangladesh: insights from patients and policy implications
(© University of North Carolina at Chapel Hill. Dept. of Health Policy & Administration., 1998) Andaleeb, Syed Saad
Various aspects of health care services in Bangladesh, especially in the public sector, are not well documented. Based on a survey, this paper attempts to gain insights into the health care area from the perspectives of hospital patients. These insights provide a perspective that is different from that of health care providers; they also have implications for health policy.
Credibility of TV news in a developing country: the case of Bangladesh
(© 2012 AEJMC., 2012) Andaleeb, Syed Saad; Rahman, Anis; Rajeb, Mehdi; Akter, Nasrin; Gulshan, Sabiha
Television has recently experienced unprecedented expansion in Bangladesh. Given its popularity and influence, and with more people using it for their information, research on the credibility of TV news is warranted. Perceived independence of TV channels, their social role, source expertise, objectivity, and audiovisual quality were hypothesized to influence credibility perceptions of TV news. Based on factor analysis and multiple regression analysis, four of these five factors had a significant effect. Implications of TV news credibility in Bangladesh's development efforts are discussed.
Customer satisfaction in the restaurant industry: an examination of the transaction-specific model
(© 2006 Emerald Group Publishing Limited, 2006) Andaleeb, Syed Saad; Conway, Carolyn
Purpose – To determine the factors that explain customer satisfaction in the full service restaurant industry. Design/methodology/approach – Secondary research and qualitative interviews were used to build the model of customer satisfaction. A structured questionnaire was employed to gather data and test the model. Sampling involved a random selection of addresses from the telephone book and was supplemented by respondents selected on the basis of judgment sampling. Factor analysis and multiple regression were used to test the model. Findings – The regression model suggested that customer satisfaction was influenced most by responsiveness of the front line employees, followed by price and food quality (in that order). Physical design and appearance of the restaurant did not have a significant effect. Research limitations/implications – To explain customer satisfaction better, it may be important to look at additional factors or seek better measures of the constructs. For example, the measures of food quality may not have captured the complexity and variety of this construct. It may also be important to address the issue of why customers visit restaurants. Instead of the meal, business transactions or enjoying the cherished company of others may be more important. Under the circumstances, customer satisfaction factors may be different. The results are also not generalizable as the sampled area may have different requirements from restaurants. Practical implications – Full service restaurants should focus on three elements – service quality (responsiveness), price, and food quality (reliability) – if customer satisfaction is to be treated as a strategic variable. Originality/value – The study tests the transaction‐specific model and enhances the literature on restaurant service management.
Customer satisfaction with complaint resolution in the power sector in a developing economy
(© 2012 Taylor and Francis Group, LLC., 2012) Andaleeb, Syed Saad; Huda, S. S M Sadrul; Akhtar, Afsana; Dilshad, Segufta
Public services play a critical role in helping nations evolve into modern societies. The power sector is especially vital because of its profound influence on other sectors of the economy. Unfortunately, the power sector in Bangladesh has played almost a reverse role, being associated with rampant corruption, mismanagement, and unreliable service provision, thus depriving the clientele from needed services. About 80% of the subscribers have complained about service failures in the sector. This study examines the elements of postcomplaint satisfaction with customer service. Descriptive statistics reveal the "low quality" perception that subscribers harbor about the particular utility service. Multiple regression analysis suggests that providers' empathy had the greatest effect on customer satisfaction followed by assurance. Using the metrics suggested by this study, the article concludes how social control mechanisms can restore "service justice" to the legitimate customers and enhance their welfare by making the provider more effective as a customer-responsive organization.
Customer satisfaction with complaint resolution in the power sector in a developing economy
(© 2012 Taylor and Francis Group, LLC., 2012) Andaleeb, Syed Saad; Huda, S. S M Sadrul; Akhtar, Afsana; Dilshad, Segufta
Public services play a critical role in helping nations evolve into modern societies. The power sector is especially vital because of its profound influence on other sectors of the economy. Unfortunately, the power sector in Bangladesh has played almost a reverse role, being associated with rampant corruption, mismanagement, and unreliable service provision, thus depriving the clientele from needed services. About 80% of the subscribers have complained about service failures in the sector. This study examines the elements of postcomplaint satisfaction with customer service. Descriptive statistics reveal the "low quality" perception that subscribers harbor about the particular utility service. Multiple regression analysis suggests that providers' empathy had the greatest effect on customer satisfaction followed by assurance. Using the metrics suggested by this study, the article concludes how social control mechanisms can restore "service justice" to the legitimate customers and enhance their welfare by making the provider more effective as a customer-responsive organization.
Delivering primary education in Bangladesh: enabling the field personnel
(© 1998 Published by MCB UP Ltd., 1998) Andaleeb, Syed Saad
To transform the population of Bangladesh into a more literate and numerate group so that higher‐order nation building objectives can be attained, primary education has a vital role to play. Its effective delivery depends significantly on the ability of the field personnel to carry out their supervision, reporting, and related managerial tasks. A field survey was conducted; it found that various constraints and obstacles continue to hinder the performance of these tasks. What is vitally important is to enable the field personnel; by doing so, primary education planners can better attain their objectives and the nation can progress more rapidly on the path to development.
Dependence relations and the moderating role of trust: implications for behavioral intentions in marketing channels
(© 1995 Published by Elsevier Inc., 1995) Andaleeb, Syed Saad
This paper examines how the behavioral intentions of channel members are likely to be moderated by trust perceptions when dependence is high or low. An experimental research methodology using a 2 × 2 factorial design was employed in a contrived marketing channel. Data were collected in two stages; first from business-school students in a behavioral laboratory and subsequently from managers representing an array of firms. The results indicate the important role of trust in explaining intentions to cooperate, exert controls, and adopt a strong influence stance in a buyer-seller dyad. Dependence also influenced intent to corporate and willingness to adopt a strong stance but had no effect on intentions to exert controls.
Determinants of customer satisfaction with hospitals: a managerial model
(© 1998 Published by MCB UP Ltd., 1998) Andaleeb, Syed Saad
States that rapid changes in the environment have exerted significant pressures on hospitals to incorporate patient satisfaction in their strategic stance and quest for market share and long‐term viability. This study proposes and tests a five‐factor model that explains considerable variation in customer satisfaction with hospitals. These factors include communication with patients, competence of the staff, their demeanour, quality 0of the facilities, and perceived costs; they also represent strategic concepts that managers can address in their bid to remain competitive. A probability sample was selected and a multiple regression model used to test the hypotheses. The results indicate that all five variables were significant in the model and explained 62 per cent of the variation in the dependent variable. Managerial implications of the proposed model are discussed.
Do warranties influence perceptions of service quality?: a study of the automobile repair and service industry
(© 1998 Published by Elsevier Ltd., 1998) Andaleeb, Syed Saad; Basu, Amiya K.
The relationship between customers' overall evaluation of service quality and five factors — perceived fairness, empathy, responsiveness, reliability, and convenience — was examined in the automobile repair and service industry. Specifically, the study explored whether a warranty influenced the evaluation of service quality. A survey was conducted. The findings indicate that the empathy demonstrated by the service provider was important only when the service was not under warranty. Fairness and reliability were found to be important when there was no warranty and their effects were heightened by the presence of warranty. The influence of responsiveness and convenience were significant and remained the same with or without warranty.
Doctors' service orientation in public, private, and foreign hospitals
(© 2007 Emerald Group Publishing Limited., 2007) Andaleeb, Syed Saad; Siddiqui, Nazlee; Khandakar, Shahjahan
The purpose of this study is to propose a doctors' service orientation (DSO) scale and uses it to compare the services received in public, private and foreign hospitals in a developing country from the patient's perspective. Design/methodology/approach - The scale was derived from the service quality literature and qualitative research. A questionnaire was designed next. Data were collected from patients who had used the services of doctors in a hospital. Findings - The scale demonstrated appropriate psychometric properties. Two clear patterns emerge from the study results: on 10 out of 12 measures of doctors' service orientation, there was no significant difference in their perceived behaviors between public and private hospitals and foreign doctors were "always" rated significantly higher. Research limitations/implications - This study focused on one major city because of time and resource constraints. The findings are thus not generalizable to hospitals across the country. Also, because of translation and retranslation issues, the scale ought to be further tested for wider use. Originality/value - The scale may be used periodically in a comprehensive quality assurance program to exhort doctors to become more service oriented and to improve their performance over time.
Explaining industrial importers' commitment from an emerging market perspective: theoretical and managerial insights
(© 2014 Emerald Group Publishing Limited, 2014) Saleh, Md Abu; Ali, Mohammed Yunus; Andaleeb, Syed Saad
This study seeks to provide insights concerning the predictors of industrial importers' commitment to their foreign suppliers in a relationship paradigm involving an emerging market. Design/methodology/approach: Integrating a review of the relevant importer-exporter and distributor-supplier relationship literature, a model of importer commitment was developed. Based on survey data obtained from industrial importers for an emerging market, CFA and SEM were employed to test the proposed theoretical model. Findings: The findings significantly support the theoretical framework and most of the hypothesized path relationships in the model. Predictors such as importers' knowledge significantly and positively influenced commitment through the intermediation of trust, supplier opportunism had a significant and negative effect on importer commitment, again through the intermediation of trust, and transaction-specific investment had a direct effect on industrial importers' commitment. Supplier's opportunistic inclinations did not have a significant direct effect on the commitment of the importers. Research limitations/implications: This research only considers the views of industrial importers that limits generalization. The sample size, constrained by the total number of industrial importers in the country examined, was also somewhat of a limiting factor concerning SEM modeling. Practical implications: This study suggests the factors that export managers need to consider in maintaining long-term relationship with their foreign buyers, while contributing to building the relationship through knowledge sharing and curbing opportunistic inclinations. Originality/value: This paper examines the antecedents of trust and commitment in industrial importer and foreign supplier relationships in the context of an emerging market. Based on the earlier literature on B2B exchanges, the role of importers' knowledge in driving commitment through the intermediation of trust offers new insights. This is particularly important because the importers are experiencing unprecedented growth opportunities. Considering their need to make decisions quickly and gain advantages from suppliers, will they remain committed to a particular supplier? Or will their commitment be strengthened by gaining knowledge of the supplier? The tested model offers unique insights.
Explaining the commitment of family planning fieldworkers in Bangladesh
(© 1996 Guttmacher Institute, 1996) Andaleeb, Syed Saad
Fieldworkers are a crucial component of the family planning program in Bangladesh; yet, the factors influencing fieldworkers' commitment--an important determinant of program effectiveness--have not previously been explored. Data from a 1993-1994 survey of 217 workers representing both government and nongovernmental organizations indicate that when fieldworkers have good relationships with coworkers and a high opinion of their supervisors' expertise, their level of commitment to the goals of the program is likely to be relatively high. When workers believe that their peers are motivated more by employment benefits than by a desire to help clients, their commitment declines. Surprisingly, income has a significant inverse effect on workers' level of commitment. Two client-related factors, being able to communicate effectively with clients and having good relationships with them, are also associated with increased levels of commitment.
Explaining user satisfaction with academic libraries: strategic implications
(© American Library Association, Chicago, 1998-03) Andaleeb, Syed Saad; Simmonds, Patience L.
Competitive pressures, information availability, rising costs, and an increasingly aware and selective student population mandate that academic libraries become more user focused. This calls for a better understanding of the specific needs of library users in order to provide the appropriate type and level of service that meets those needs. This study proposes and tests a five-factor model to explain user satisfaction with academic libraries. Students availing the services of three academic libraries in Erie, Pennsylvania, were surveyed over a period of three semesters. The model explained 64 percent of the variation in the dependent variable. Strategic implications of the proposed model are discussed.