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November 07-08, 2019
Phuket, Thailand
Volume 02, Issue 23
ii
CONFERENCE
PROCEEDINGS
IRRMI –Phuket, Thailand
2nd International Conference on Social Responsibility, Social
Science Innovations, Business and Economic Research (SSBE)
November 07-08, 2019
Phuket Orchid Resort & SPA Kata Group, Resorts,
Thailand
ISBN: 978-969-670-885-8
iii
All rights reserved. No part of this publication maybe
reproduced, stored in a retrieval system, or transmitted in
any form or by any means, electronic, mechanical,
photocopying, recording or otherwise, without the prior
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copyright holder‟s written permission to produce any
part of this publication should be addressed to the
publisher.
Disclaimer
Every reasonable effort has been made to ensure that the
material in this book is true, correct, complete, and
appropriate at the time of writing. Nevertheless the
publishers, the editors, and the authors do not accept
responsibility for any omission or error, or for any
injury, damage, lose, or financial consequences arising
from the use of the book. The views expressed by the
contributors do not necessarily reflect those of the
IRRMI.
Office Address:
M2-17-01 Tower 2, Level 17 8trium
Bandar Sri Damansara,
52200 Kuala Lumpur, Malaysia
CONTACT: +60 16-597 6435
EMAIL: [email protected]
iv
Organizing Committee
1. Mr. Leon Yap
Conference Coordinator
2. Mr. Metin
Conference Coordinator
3. Mr. Metha Shahi
Conference Coordinator
v
TABLE OF CONTENTS
DISCLAIMER ............................................................................................ III
ORGANIZING COMMITTEE ................................................................. IV
CONFERENCE CHAIR MESSAGE ..................................................... VII
CONFERENCE SCHEDULE ...................................................................... 8
TRACK A: BUSINESS, ECONOMICS, SOCIAL SCIENCE &
HUMANITIES ............................................................................................. 12
1. SOCIAL IMPACT ASSESSMENT: NEW CHALLENGES FOR
SOCIAL WELFARE POLICY IN INDONESIA ................................ 13
2. MEASURING THE QUALITY OF HEALTH SERVICE PROVIDED
IN DENTAL CLINICS IN JORDAN................................................... 14
3. TOURIST DESTINATION COMPETITIVENESS IN JORDAN:
PERSPECTIVES OF TOURISTS AND TOURISM
ENTREPRENEURS.............................................................................. 15
4. TOURISM EXPERIENCE BETWEEN CHINA AND THAILAND: THE EMPIRICAL EVIDENCE FROM CHINESE RESPONDENTS
IN ATTEMPT TO LEARN FUTURE LOGISTIC ROUTES ............. 16
5. ETHICAL JOURNALISM: THE COVERAGE OF TERRORISM BY
THE NEWS MEDIA ............................................................................. 17
6. OPERATIONAL RISK AND INTERNAL SUPERVISORY IN
CORPORATE BOND YIELD SPREADS .......................................... 18
7. THE STUDY OF THE NEW TREND OF INTERNATIONAL
LOGISTICS DEVELOPMENT – A CASE STUDY OF AMAZON . 19
8. THE STUDY OF BANK BUSINESS PERFORMANCE AND THE
CLIENT‟S SATISFACTION – A CASE STUDY IN BANKS OF
TAIWAN ............................................................................................... 20
9. WHY PEOPLE WATCH ESPORTS: A RESEARCH OF TAIWAN ESPORTS AUDIENCE TREND.......................................................... 21
10. THE STUDY OF INDUSTRIAL TRANSFORMATION FROM
TRADITIONAL INDUSTRIALS TO SPORTS & LEISURE
INDUSTRIALS – A CASE OF A COMPANY IN TAIWAN ............ 22
11. THE INFLUENCE OF SERVICE QUALITY ON POSITIVE WORD
OF MOUTH: A STUDY IN RETAIL BANKING .............................. 23
12. NEUROSCIENCE FOR THE MANAGEMENT OF INTERACTIVE
CONTENTS ON EUROPEAN PBS .................................................... 24
13. BUDDHISM AND NATURE .............................................................. 25
14. AN ANALYSIS OF INDUSTRY RELEVANCE OF ACQUIRED
PROJECT MANAGEMENT SKILLS AT A UNIVERSITY OF
TECHNOLOGY .................................................................................... 26
vi
15. THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER LOYALTY MEDIATED BY CUSTOMER
SATISFACTION IN THE TELECOMMUNICATION INDUSTRY 27
16. THE STUDY OF CONSUMER BEHAVIOR AND THE SATISFACTION OF COLLEGE STUDENTS IN CHIHLEE
UNIVERSITY TOWARD .................................................................... 28
17. COLLECTIVE ACTION AS A NEW APPROACH TO RURAL
REJUVENATION: EXPLORING MOBILIZATION OF INDIGENOUS COMMUNITY IN EASTERN TAIWAN ................. 29
18. THE IMPACT OF E-COMMERCE ON PHYSICAL DISTRIBUTION
................................................................................................................ 30
19. UNDERSTANDING RESPONSIBLE PROPERTY INVESTMENT (RPI) FOR THAILAND ....................................................................... 31
20. FORMING SENIORS‟ FUNCTIONAL VALUE AND HEDONIC
VALUE VIA TRAVEL WEBSITES AND ITS CONSEQUENCES . 32
21. AN EVALUATION OF CREATIVE ECONOMY POLICY IN SOUTH KOREA (2013-2017): THE CASE OF SEOUL CREATIVE
ECONOMY CENTRE .......................................................................... 33
22. THE SERVICE QUALITY ASSESSMENT IN MCDONALD;
VICTORY MONUMENT BRANCH, BANGKOK ............................ 34
23. STUDYING WASTES IN GARMENT INDUSTRY IN ABC
COMPANY ........................................................................................... 35
24. INVENTORY GROUPING DESIGN IN WAREHOUSE TO
REDUCE PICKING TIME ................................................................... 36
25. INVENTORY MANAGEMENT WITH EOQ METHOD IN THE
KANKUN LED LIGHTING CO., LTD ............................................... 37
FUTURE EVENTS ...................................................................................... 38
vii
Conference Chair Message
Dr. Estefany Copes Coloma
2nd International Conference on Social Responsibility, Social
Science Innovations, Business and Economic Research
(SSBE)” serves as platform that aims to help the scholarly
community across nations to explore the critical role of
multidisciplinary innovations for sustainability and growth of
human societies. This conference provides opportunity to the
academicians, practitioners, scientists, and scholars from
across various disciplines to discuss avenues for
interdisciplinary innovations and identify effective ways to
address the challenges faced by our societies globally. The
research ideas and studies that we received for this conference
are very promising, unique, and impactful. I believe these
studies have the potential to address key challenges in various
sub-domains of social sciences and applied sciences. I am
really thankful to our honorable scientific and review
committee for spending much of their time in reviewing the
papers for this event. I am also thankful to all the participants
for being here with us to create an environment of knowledge
sharing and learning. We the scholars of this world belong to
the elite educated class of this society and we owe a lot to
return back to this society. Let‟s break all the discriminating
barriers and get free from all minor affiliations. Let‟s
contribute even a little or single step for betterment of society
and welfare of humanity to bring prosperity, peace and
harmony in this world. Stay blessed.
Thank you.
Dr. Estefany Copes Coloma
Conference Chair
IRRMI– 2019
DAY 01 Thursday (Nov 7, 2019)
Venue: Phuket Orchid Resort & SPA Kata Group, Resorts, Thailand
09:00 am – 09:20 am Welcome Reception & Registration
09:20 am – 09:30 am Introduction of Participants
09:30 am – 09:40 am Welcome Remarks – Conference Coordinator
09:40 am – 09:50 am Grand Networking Session
09:50 am– 10:00 am Tea Break
Conference Schedule
ix
DAY 01 Thursday (Nov 7, 2019)
Session 1 (10:00 am – 11:00 am)
Venue: Room 1
Session Chairs: Mr. Leon Yap
Track A: Business, Economics, Social Sciences and Humanities
SSBE-NOV-103 Social Impact Assessment: New Challenges for Social Welfare Policy in
Indonesia Janianton Damanik
SSBE-NOV-104 Measuring the Quality of Health Service Provided in Dental Clinics in Jordan Tareq Nael
SSBE-NOV-105
Tourist Destination Competitiveness in Jordan: Perspectives of Tourists and
Tourism Entrepreneurs
Saad Ahmed Breithe
AlSaad
SSBE-NOV-106 Tourism Experience Between China And Thailand: The Empirical Evidence From
Bachelor Degree Chinese Students Komm Pechinthorn
SSBE-NOV-107 Ethical Journalism: The Coverage Of Terrorism By The News Media Banu Baybars Hawks
SSBE-NOV-108 Operational Risk And Internal Supervisory In Corporate Bond Yield Spreads Yang Cheng Wen
SSBE-NOV-109 The Study of the new trend of International Logistics Development – A case study
of Amazon Lee Shin Chyang
SSBE-NOV-110 The Study of Bank Business Performance and the Client‟s Satisfaction – A case
study in Banks of Taiwan Pi-Yun Chang
SSBE-NOV-111 Why People Watch Esports: A Research of Taiwan Esports Audience trend Tsung-Han Wu
SSBE-NOV-112 The Study of Industrial Transformation from Traditional Industrials to Sports &
Leisure Industrials – A case of A Company in Taiwan Lee Chien－Yun
Closing Ceremony & Lunch Break (11:00 am –12:00 pm)
x
Track A: Business, Economics, Social Sciences and Humanities SSBE-NOV-113 Collective Action as a New Approach to Rural Rejuvenation: Exploring
Mobilization of Indigenous Community in Eastern Taiwan Chi-Mei-Jen
SSBE-NOV-114 The impact of E-commerce on physical distribution Jacques Picard
SSBE-NOV-115 An Evaluation of Creative Economy Policy in South Korea (2013-2017):
The Case Of Seoul Creative Economy Centre Natcha Khemnantakul
SSBE-NOV-116 The service quality assessment in McDonald; Victory monument branch,
Bangkok. Krittayot Na nongkhai
SSBE-NOV-117 Studying wastes in garment industry in ABC Company Thanyaporn Reanchareon
SSBE-NOV-118 Inventory Grouping Design in Warehouse to Reduce Picking Time Chalalai Tantigirasakul
SSBE-NOV-119 Inventory Management with EOQ Method in The Kankun LED Lighting
Co., Ltd Napassawan Kumklong
SSBE-NOV-120 The Influence of Service Quality on Positive Word of Mouth: A Study in
Retail Banking Koushiki Choudhury
SSBE-NOV-121 Understanding Responsible Property Investment (RPI) for
Thailand
Than Dendoun
SSBE-NOV-122 Forming seniors‟ functional value and hedonic value via travel websites
and its consequences
Insin Kim
SSBE-NOV-123 Neuroscience for the Management of Interactive Contents on European
PBS
Veronica Crespo Pereira
SSBE-NOV-124 Buddhism and Nature Kenneth Lee
SSBE-NOV-125 An Analysis Of Industry Relevance of Acquired Project Management
Skills At A University Of Technology
Stanley Fore
SSBE-NOV-126 The Relationship between Service Quality and Customer Loyalty
Mediated by Customer Satisfaction in the Telecommunication Industry
Dr. Vikineswaran A Maniam
SSBE-NOV-127 The Study of Consumer Behavior and the Satisfaction of College Students
in Chihlee University Toward
Pi Yun Chang
xi
City Tour and Shopping Day
All respective guests are free to conduct their own sightseeing
and tour. The second day of the event is reserved for this
memorable purpose.
12
TRACK A: BUSINESS, ECONOMICS, SOCIAL SCIENCE &
HUMANITIES
13
Social Impact Assessment: New Challenges for Social
Welfare Policy in Indonesia
Janianton Damanik1*, Oetami Dewi
2, A. Nururrochman Hidayatulloh
3, Fatwa
Nurul Hakim4, Suryak
5, Tetra Handayani
6, Chatarina Rusmiyati
7, Suhartanti
8
Abstract Compared to EIA, the obligation to carry out SIA in development planning in Indonesia
is still lower. As a result, development programs often cannot achieve optimal results, and even tends to cause new problems. Social problems during and after the implementation of development
program came unexpectedly. In this paper we discuss the issue of ignoring SIA in development
planning, specifically social welfare programs and strengthening community capacity. Not a few
programs that are deliberately directed to improve social welfare, especially poverty, poor health, and unemployment, do not run effectively so that the determined targets are not fully achieved. In
Indonesia SIA has not been regulated legally yet, so compliance to do it in almost all social
programs is quite low. In addition, stakeholder understanding of the importance of SIA in social
project management is still limited. As a result, their commitment to introduce SIA in the life cycle of social projects is relatively low. However there is an urgent need to carry out an SIA –
equivalent with EIA – as part of overall project management, because by doing so unexpected
social risks can be minimized and the development program can be successful. In this regard we
suggest two strategic steps, namely integrating SIA into regulatory products and, as a consequence, initiating SIA activities both in social welfare policies and development programs that intersects
with strengthening community capacity.
Keywords: Social Impacts Assessment, Indonesia, Social Welfare, Program, Policy
1,2,3,4,5,6,7,8 Universitas Gadjah Mada, Indonesia *E-mail: [email protected]
14
Measuring the Quality of Health Service Provided in Dental
Clinics in Jordan
Tareq Nael Hashem*
Abstract This paper aimed to measure the quality of health service provided in dental clinics in
Jordan. In order to achieve the study‟s objective, the researchers adopted a questionnaire that has
adopted the SERVQUAL model. The latter scale adopts five dimensions for measuring service
quality, which are: (tangibility, reliability, responsiveness, assurance, and empathy). The
questionnaire forms were distributed to (250) customers who have experience in dealing with the
aforementioned dental clinics. However, the researchers retrieved (194) questionnaire forms (i.e.
the response rate is 77.6 %). After collecting these forms, the obtained data were analyzed by the
“Statistical Package for the Social Sciences” (SPSS) program. The researchers concluded dental
clinics customers have positive attitudes towards the service quality level of the dental clinics
measured by the five dimensions of the SERVQUAL scale jointly and separately. However, there
are negative gap between (expected and actual) services that is, expected level of quality of service
is greater than the actual one.
Keywords: Measuring Service Quality, Services Quality (SQ), SERVQUAL
Isra University, Jordon *E-mail: [email protected]
15
Tourist Destination Competitiveness in Jordan:
Perspectives of Tourists and Tourism Entrepreneurs
Saad Ahmed Breithe AlSaad*
Abstract Abstract: The purpose of this study is to explore the perspectives of both domestic
tourists and tourism entrepreneurs towards the tourist destination competitiveness of Jordan. Based
on an extensive literature review, this research has employed some of the most frequently
mentioned factors and indicators of the tourist destination competitiveness in order to design
questionnaire. Quantitative data were collected based on random sample. 200 questionnaires were
distributed, and 150 of them were returned and subjected to statistical analysis. Research
hypotheses were tested based on One Sample T. test. Compared to the Travel & Tourism
Competitiveness Report 2017, its results were in line to a large extent with the perspectives of the
respondents. It was found that both domestic tourists and tourism entrepreneurs consider Jordan as
a competitive destination and can compete globally and get bigger market share. For instance:
domestic tourists see Jordan as a safe and secured destination, and satisfied about the prices, public
infrastructure, tourist service infrastructure, and health and hygiene services in the tourism sites; the
government has ICT readiness for tourism and hospitality industry; as well as it has an openness
toward international tourists and international trade. On the other hand, tourism entrepreneurs
believe that the government provides appropriate business environment and ICT services for
tourism industry and sets priorities for travel and tourism. In addition, the findings revealed that the
private sector participates in upgrading human resources. Based on the previous findings, some
recommendations and managerial implications were suggested.
Keywords: Tourism Competitiveness, Tourist Destination, Perspectives, Tourists, Tourism
Entrepreneurs, Jordan
Yarmouk University, Jordon *E-mail: [email protected].
16
Tourism Experience Between China And Thailand: The
Empirical Evidence From Chinese Respondents In Attempt
To Learn Future Logistic Routes
Komm Pechinthorn1*, Suthep Duangchinda
2, Nattacom Rungrassamee
3,
Passakorn Chanchinda4, Chongkolkorn Singto
5
Abstract The goal of this research is to study the satisfaction of travelling experienced between
time in China and Thailand with empirical evidences from bachelor degree full time Chinese
students by using the normality and nonparametric 1 sample sign test. This study, therefore,
examines Chinese respondents regarding their experiences of travelling in Thailand to gain a better
understanding of Chinese tourist behavior and identify the motivational factors that significantly
influence their satisfactions. This research has compared and measured the customer satisfaction
for both experience in China against experience in Thailand in 6 variables namely Cost of
travelling, Weather, Taste of local food, Interesting places, long-distance Public transportation and
Quality of life. To collect the relevant data, questionnaires were given to the respondents with
Chinese language translation. The findings are Chinese students are highly satisfied with time in
Thailand because of favorable weather, taste of local food, interesting place and better quality of
life. However, Costs of travelling and long-distance public transportation for Thailand are doubtful
in Chinese students‟ mind.
Keywords: Tourism experience, Travelling experience, Travelling in Thailand, Travelling in
China, Customer satisfaction, Travel logistic
Rajamangala University of Techology Krungthep, Thailand *E-mail: [email protected]
17
Ethical Journalism: The Coverage Of Terrorism By The
News Media
Banu Baybars Hawks1*, Ayten Gorgun Smith2
Abstract This article will seek to examine how the news media covers terrorism and how public
opinion has been influenced by the media coverage with examples from different parts of the
world. Media is accepted as the fourth power followed by executive, legislative and judiciary and it
is speculated that most of the times, directly or indirectly serves the goals of terrorist organizations
due to the commercial concerns since terror news attract the attention of many. The paper will try
to reveal whether the media serves as the fourth power or prefers to reflect exaggerated accounts of
violent acts. In this regard, ethical standards in the coverage of terrorism will be discussed.
Keywords: Terrorism, Ethics, Media, Government, Public Opinion.
Kadir Has University, Turkey
Email: [email protected]
18
Operational Risk And Internal Supervisory In Corporate
Bond Yield Spreads Yang Cheng Wen*
Abstract The study investigated the impact of operational risk and internal supervisory in
corporate bond yield spreads by employing Taiwan bond market data from 2008 to 2017. This
study found that when the operational risk increases, the creditor will demand higher risk premiums
for the bond issuer. In terms of internal supervision, the empirical results show that the default risk was increased by the higher percentage shareholding and pledge of the directors and supervisors
cause internal supervision effect decrease and reinforced the agency problem, it may increase the
degree of risk taken by the corporate. The results show that both operational risk and internal
supervisory effects significantly impact bonds yield spread. Furthermore, this study explores the impact of different company sizes and board size and different credit quality bonds on corporate
bond spreads. The results found out the operational risk effects more important than internal
supervisory to impacts bonds yield spread.
Keywords: Operational Risk, Internal Supervisory, Bond Yield Spreads
National Chi Nan University, Taiwan
Email: [email protected]
19
The Study of the new trend of International Logistics
Development – A case study of Amazon
Lee Shin Chyang*
Abstract Owing to new technological advances, the international logistics has been rising and
flourishing worldwide. The selling channel is also very important for the enterprises and moreover,
the selling channels are turning into the international logistics little by little. In order to reduce the
business cost, and shorten the delivery time, some enterprises try to improve and develop new
technologies to satisfy the customers, therefore, there are some new inventions, such as the
unmanned flying vehicles or the robots. E-commerce is becoming more popular and being well
liked among people because of the logistics. Consequently, there are new strategies and
managements for the logistics in the world The progress of the logistics has been so rapid over the
last few years, Taiwan also needs to bring up some new logistics ideas or managements and expects
the logistics in Taiwan would grow in the future quickly. First of all, to analysis the current
logistics situation in Taiwan and some other well-developed countries and to study how Amazon
works successfully. Take the above analysis results and advantages as the learning points for
Taiwan logistics.
Keywords: E-commerce, logistics, Amazon, Case study
Chihlee University of Technology, Taiwan *E-mail: [email protected]
20
The Study of Bank Business Performance and the Client’s
Satisfaction – A case study in Banks of Taiwan
Pi-Yun Chang1*, Jhen-Jhen Feng
2, Shih-Min Ho
3, Yi-Chen Lee
4, Yu-Chen Tsai
5,
Yu-Hua Chang6
Abstract This topic is based on the Top Ten Banks listed by the Financial Supervisory Committee
in 2017. Nowadays, due to the combination of global banking development and the financial
technology, the financial industry becomes more competitive and globally. The banks should
emphasize on its management of business performance and the understanding of clients‟
preferences. With many financial services coming up, the bank services should try to be customized
and specialized and meet clients‟ needs. Moreover, the service quality and the clients‟ satisfaction
would be the important factors. With above researches, it would be well-prepared to enter the
financial industry.The below results gained by conducting a survey which have been analyzed by
using the SPSS software.1. The clients highly praised the following indictors, the clean and neat
outfit and appearance of the bank clerks, the bank would keep the records of trading results
correctly, the clients‟ service problem solving skills, the bank would guarantee the security and
confidentiality of the transaction process and the customized care for each client.2. The clients
could not be satisfied with the following indicators, the bank parking lots are not enough and
friendly, the bank clerks would help the clients who need helps, the bank clerks always take highly
care of every client while busy, the bank clerks are equipped with fully professional knowledge and
the bank clerks would highly stay in touch with clients.3. The result of the Regression analysis
showed that there is no significant difference in business performance EPS and the clients‟
satisfaction overall. However, the ROA has some significant differences in "Tangible" and
"Reactive" factors; the ROE also has some differences in "Tangible" and "Guarantee" factors.4.
The related analysis shows that there is no significant relation between business performance EPS
and clients‟ satisfaction overall. However, the ROA and ROE are related to the “Tangible” factors.
5. The analysis shows, CTBC banks are the most welcome among banks. The reasons are as
follows, CTBC banks are close to the clients and easy to get to by transportation.
Keywords: Bank, Business Performance, the Satisfaction, Taiwan
Chihlee University of Technology, Taiwan *E-mail: [email protected]
21
Why People Watch Esports: A Research of Taiwan Esports
Audience trend
Tsung-Han Wu*
Abstract Electronic sports (esports) observers considered 2018 a landmark year that cemented the
space‟s potential as the next billion-dollar industry. As a rising star in the future, Esports
investment has made significant strides in recent years as traditional investors join venture capital
in exploring the diverse investment opportunities across the industry‟s ecosystem. Research firm
like Newzoo projects that the global esports market will exceed $1.6 billion by 2021. As massive
audiences and associated revenue for established online video platforms like Twitch, YouTube, and
local broadcasting channels will be able to support a growing pool of media rights fees paid to top
publishers for their content. Global esports audience has 17% year-on-year growth and 54% of the
total online population in Taiwan watches gaming video content. We found that people who watch
esports and cultivate esports ecosystem in Taiwan, has most intensive motivation to support
audience growth.
Keywords: game livestream, esports industry, video game ecosystem, audience survey
Chihlee University of Technology, Taiwan *E-mail: [email protected]
22
The Study of Industrial Transformation from Traditional
Industrials to Sports & Leisure Industrials – A case of A
Company in Taiwan
Lee Chien－Yun1*, Tung Long
2
Abstract The Taroko Group is established on May 1st in 1964. Formerly, the group was engaged
in the fiber related industrials. Nowadays, the government starts to pay attention to the importance
of sports and leisure industrial and Taiwanese people devote more care to their health awareness as
well. With above mentioned reasons, there are more and more department stores starting to enlarge
their functions. As a result, the department stores are not only for shopping but for leisure time and
catering. The Taroko Park was opened on May 9, 2016 in Kaohsiung and it is different from the so-
called department stores because Taroko park combines shopping, food, entertainment, cultural
creation and leisure life.
The Taroko group is trying to do the industrial transformation from traditional fiber industrial to the
sports & leisure industrial. By using the questionnaires to investigate the customers‟ consumption
habits and how the customers evaluate the Taroko Park. The study is to understand the
consumption impact on customers toward to the Taroko Park. The purposes of this study are as
below, A.To understand the management concept of the Taroko Park. B.To understand the impact
of the goods on customers in Taroko Park. C.To understand how customers are fond of the Taroko
Park. D.To analysis the strong points and weak points of Taroko Park.
Keywords: Traditional Industrials, Sports & Leisure Industrials, Health awareness
Chihlee University of Technology, Taiwan *E-mail: [email protected]
23
The Influence of Service Quality on Positive Word of
Mouth: A Study in Retail Banking
Koushiki Choudhury*
Abstract This research explores the influence of the dimensions of service quality on customers‟
Word-of-Mouth (WOM) in the context of the retail banking industry. A modified SERVQUAL
instrument was used to capture customers‟ perceptions of service quality followed by exploratory factor analysis to study the dimensionality of service quality in retail banking. Multiple regression
was used to probe the influence of the dimensions of service quality on Word-of-Mouth (WOM).
The study revealed two dimensions of service quality in retail banking, namely, attitude and
competence and showed that the service quality factor attitude is most important in influencing Word-of-Mouth (WOM). Retail bank managers must realize the importance of employees‟ attitude
towards customers, be sensitive to the intangible aspects of the service, particularly the customer-
orientation of its frontline personnel and engender and continuously rejuvenate a customer-oriented
culture. This is because, the provision of personalized, courteous service and helpful employees who understand the customers‟ needs is the strongest driver for WOM. Continued refinement of the
scale for measuring service quality in retail banking, proposed in this study, is certainly possible
based on further research and trends in retail banking. Further research may also incorporate
multiple measures of the WOM construct.
Keywords: Service Quality, Retail Banking, Word of Mouth
, *Indian Institute of management Calcutta *E-mail: [email protected]
24
Neuroscience for the Management of Interactive Contents
on European PBS
Veronica Crespo Pereira1*, Beatriz Legerén Lago
2
Abstract The incorporation of new techniques in market research is leading entertainment industry
to a better understanding of audience‟s preferences and liking. In this context, neuroscience methodology is a trendy research among worldwide broadcasters. By the employment of literature
review, this paper focuses on neuroscience‟ s potential to lay the foundation of efficient educative
transmedia design. Complementary, the research also determines the impact and implementation of
this innovative methodology by European public service media. Results point out that emotional engagement is key for cognitive processing such as attention and memory, and the potentiality of
learning transmedia platforms such as video games and social TV for increasing the effectiveness
of learning processes given its ability to stimulate audience participation, content redundancy, and
encourage emotional engagement.
Keywords: Edutainment, Neuroscience, Learning, Transmedia, Public Service Media,
Broadcasters, Television, Innovation, Neuromarketing
, 1,2 University of Vigo, Spain *E-mail: [email protected]
25
Buddhism and Nature
Kenneth Lee*
Abstract Many of those involved in the ecological movement have found inspiration
and parallels within the Buddhist tradition. The Buddhist philosophy of
karmic causality and dependent origination (pratitya-samutpada) convey the
notion of interdependence of humans and nature. Today, especially in the United States, there are many movements, such as the Buddhist Peace
Fellowship, to promote eco-living and sustainable communities, which call
for humans to be mindful of the environment and make conscientious
choices for the benefit of all sentient beings and nonsentient entities. Just as humans have been the cause of the gradual deterioration of Nature, we can
also be the solution towards an eco-conscious living, which not only fosters
a healthy environment, but also enables us to build good merit. The core
Buddhist teaching, which must be embraced by all eco-minded practitioners
is the notion of interdependence, which has been expounded by notable
Japanese Buddhist figures in the eighth century, such as Kukai (774-835) of
the Shingon School and Dogen (1200-1253) of the Soto Zen sect, who both
viewed that non-living life forms – trees, plants, and the earth – could also achieve enlightenment. Their view is based on the ontological notions of
Buddha-nature (tathagata-garbha) and Indra‟s Jewel Net, which is a
powerful image found in Huayen‟s (Jpn. Kegon) Avatamsaka Sutra. This
talk will examine closer their writings along with relevant sutras and relate them to the eco-friendly and sustainable movements in our society and
world today.
Keywords: Buddhism, Nature
California State University, Northridge, USA *E-mail: [email protected]
26
An Analysis of Industry Relevance of
Acquired Project Management Skills at a
University of Technology
Stanley Fore*
Abstract The purpose of this study is to investigate the understanding and
awareness of Project Management graduates regarding the soft and hard
skills of Project Management, specifically the application of these skills in the successful outcome of projects. The research participants for this study
were BTech Project Management graduates from A University of
Technology in South Africa (SA). This study investigated the perceptions of
the critical cross-field outcomes of the BTech Project Management programme in association with the Project Management Body of
Knowledge (PMBOK) with regard to hard and soft skills. As Project
Management continues to grow as a discipline; it is becoming more evident
that success of the role of project managers cannot be attained with
technical skills only. Hard skills are being recognized as one of the minimal
requirements for a project manager. A need for excellent interpersonal or
soft skills are necessary conditions for success, and although some would
disagree, others advocate that these are skills that can be taught and learned rather than skills that are innate or genetic. Considerable effort has been
made in the area of hard skills processes, tools and techniques. Project
Management methodologies are being developed and improved, but still a
large number of projects do not deliver. Apart from hard skills, research in the area of soft skills is promising. A range of soft skills attributes required
by project managers has been acknowledged. Good Project Management
requires not only knowledge of and the ability to apply technical or
“science” skills, but also the softer “art” skills, which include human behaviour and interactions. Applying the right balance or mix of art and
science, which will vary for different projects, is key to successful Project
Management.
Keywords: Project Management, Customers, Hard skills, Soft skills
Cape Peninsula University of Technology, South Africa *E-mail: [email protected]
27
The Relationship between Service Quality
and Customer Loyalty Mediated by
Customer Satisfaction in the
Telecommunication Industry
Dr.Vikineswaran A Maniam1*, Viswanathan Annamalai
2
Abstract This research was triggered by the interest to inquire what drives
customer loyalty amongst users of telecommunication services in the wake
of hyper growth in this industry. Students in higher education institutions
are heavy users and understanding their loyalty inclination would give some idea to understand their future needs. These needs keep changing and
providing quality services with view to achieving satisfaction to maintain
customer loyalty is the key to sustain profitability. The main aim of this
study was to determine and evaluate the mediating effect of customer satisfaction between service quality and customer loyalty relationship in the
telecommunication industry amongst students in Malaysia. To analyze the
casual relationships among customer satisfaction, service quality and
customer loyalty, quantitative methods applying deductive approaches involving the structural equation model analysis was adopted. The
implementation of research framework designed was also subjected to
partial least square procedure on data collected from a survey that yielded
114 usable questionnaires. Four hypothesis were postulated in relevance to the relationship among key variables with literature review support and tests
revealed that all hypothesis are not rejected. The study revealed that service
quality directly influences customer loyalty strongly and positively. Further
analysis also showed that customer satisfaction partially mediates the relationship between service quality and customer loyalty. In future more
research needs to be done to investigate the role of customer satisfaction
amongst student population of the Malaysian telecommunication industry.
Future research should utilize experimental design with longitudinal data in this population via vigorous measures on factors affecting customer loyalty
as this will give better insights to telecommunication companies to better
serve their future market with the view towards retaining customers.
Keywords: Service Quality, Customer Satisfaction, Mediating Effects,
Customer Loyalty
1 Asia Metropolitan University, Malaysia, 2INTI International University, Malaysia *E-mail: [email protected]
28
The Study of Consumer Behavior and the
Satisfaction of College Students in Chihlee
University Toward
Pi Yun Chang*
Abstract The study aims at understanding the satisfaction relation of the
business conditions and the eating habits, consumer behaviors and consumers toward the chain shops of drink to go. This study which is
adopted by the methods of questionnaire in Chihlee Institute would reveal
the finds to understand the different point of consumer behaviors of
students. By the finds, the drinking chain shop owners could realize some consumption patterns and have some new business ideas.
Keywords: Drink to Go, Consumer Behavior, Satisfaction
Department of Finance, Chihlee University of Technology, Taiwan *E-mail: [email protected]
29
Collective Action as a New Approach to
Rural Rejuvenation: Exploring Mobilization
of Indigenous Community in Eastern Taiwan
Ai-Ching Yen*1, Mei-Jen Chi
2
Abstract The “Rural Rejuvenation Act” was legislated on 4th August, 2010
by the government, which was designed to revitalize the overall development of rural areas in Taiwan. As rural decline fell into a vicious
circle, problems such as rural migration, aging, lower education, lower
average labor productivity, and overall low levels of public service, the
government would like to actively solve the so-called „declining industry.‟ It is enacted to establish a rural rejuvenation fund and hoping to take care of
the farmers and fishermen in rural areas. The aim of this fund is to make the
rural community filling with “vitality, health and happiness”. To implement
rural rejuvenation policy, besides top-down integrating strategies, the bottom-up promoting strategies are also considered as an important method.
The Amis indigenous community in Eastern Taiwan was encouraged to
apply Empowerment Program. According to the rejuvenation course rule,
once organizations which make their farmers or residents finishing four stages of course (including beginner‟s course, advanced course, core course,
and rejuvenation course) are qualified to propose a Rural Rejuvenation
Plan. The indigenous community was very happy about the four-year-
project was approved by the Government. However, whether the mobilization of whole community to execute Rural Rejuvenation Plan and
achieve their rejuvenated goal of community development is needed to be
investigated deliberatively.
Keywords: Collective Action, Rural Rejuvenation, Operational Capacity,
Indigenous Community, External Environment
National Chengchi University, Taipei City, Taiwan *E-mail: [email protected]
30
The Impact of E-Commerce on Physical
Distribution
Jacques Picard*
Abstract Internet development has been the main factor in digital
marketing, which has created a total evolution in worldwide marketing
practices. Among the main effects of the new communicational tools is the
possibility to exchange with a geographically very spread customer basis. Moreover, some of those market segments that could not be served because
of the huge geographical dispersion of its elements can be reached today
through digital communication. It is now possible to profitably
commercialize products for a clientele with very specific needs, even if it is widespread globally. Another consequence of the new technology has been
the spectacular increase of Direct Marketing. Those consequences, with
increasing effect, have and will continue to have an important impact on
transportation use, at a quantitative and qualitative level. First, with the greater use of direct marketing, the number of long distance transactions
increases, which causes an augmentation of transport costs, and a decrease
in warehousing expenses that occur outside the production locations.
Keywords: Collective Action, Rural Rejuvenation, Operational Capacity,
Indigenous Community, External Environment
Université du Québec à Montréal, Canada *E-mail: [email protected]
31
Understanding Responsible Property
Investment (RPI) for Thailand
Than Dendoung1, Asst. Prof. Kongkoon
2 Tochaiwat,
Ph.D.3 Asst. Prof. Damrongsak Rinchumphu, Ph. D
4
Abstract Responsibility is an ethical obligation of the business. As a result, many scholars have been focusing on the social responsibility of real
estate development. This article reviews basic issues of theory and method
in approaches to research on responsible property investment (RPI) for the real estate businesses in Thailand as part of ongoing doctoral dissertation
research. RPI is the estimation and evaluation of financial advantage from
property development with extending the benefits toward environmental,
social, and governance (ESG) beyond the legal requirement. The notion of RPI is to facilitate the relevant information and provide the tools for
property investors to integrate and apply to their real estate investment
decisions. This article reviews the origins, theoretical and arguments from
the existing literature on responsible property investment from national
through regional and global contexts. The investigation in this article is
researched by the author in order to describe the existing subdivision of RPI
that has manifested in Thailand by studying the case studies. The result
indicated that there are inconsistencies of understanding on the potential challenges and benefits of RPI from investors to stakeholders such as
developers, local communities, buyers, and tenants. The goals are to lay out
the conceptual foundation for the forthcoming researchers and actions regarding the responsible property investment principal for the future of real
estate development in Thailand. Additionally, the study contributes to the
additional dimensions of RPI specifically for Thailand due to the unique
culture appears to be driven by the different perception of responsibility.
Keywords: Responsibility, sustainability, environmental, social, governance, real estate development, Investment
1, 2, 3, 4 Faculty of Architectural and Planning, Thammasat University, 98 Moo 18, Klong Nueng, Klong Luang, Patthumthani, 12121 Thailand *E-mail: [email protected]
32
Forming seniors’ functional value and
hedonic value via travel websites and its
consequences
Sohye Bae1, Insin Kim
2
Abstract with the aid of Information Communication Technologies (ICT) in travel
and tourism field, the travelers can easily gather the information for travel
and travel website has been a critical component as an information source.
However, due to lack of trust of travel website, seniors have perceived the risk about using travel website although travel website could lead to various
values for seniors. This study aims to examine the effect of seniors‟ trust on
travel websites on functional value and hedonic value in addition, this
research try to investigate whether two types of value, functional value and hedonic value, influence their WOM behavior. Based on the previous
literature focused on trust of travel website, which includes in
formativeness, integrity, benevolence, ability, functional and hedonic values
and WOM (word-of-mouth) behavior, a structural model was proposed. To test empirically the proposed model, a sample of 300 U.S. residents aged 50
and older were recruited through an online survey company. The conceptual
model was tested using the structural equation modeling (SEM) analysis.
The results found that trust of travel websites has positive effect on both functional value and hedonic value and the impact on functional value was
greater than hedonic value. Importantly, although the effects of both
functional and hedonic values influence seniors‟ WOM behavior positively,
the effect of hedonic value was bigger than functional value. This study provided meaningful theoretical and practical implications based on the
findings. In addition, future research directions were discussed.
Keywords: Seniors, Value, Travel Websites, Wom, Trust
1, 2 Department of Tourism and Convention, Pusan National University
*E-mail: [email protected]
33
An Evaluation of Creative Economy Policy in
South Korea (2013-2017): The Case of Seoul
Creative Economy Centre
Natcha Khemnantakul*
Abstract This research aims to examine the structure of Creative Economy
Policy in South Korea and to examine the performance of the Seoul Global Startup Center by studying the structure and characteristics of the center.
The research was conducted through the collecting of data in primary in
qualitative approach. The primary data is collected by an in-depth interview
session before analyzing the data using the SWOT analysis. The result of this research shows that the South Korean government had established the
path for a successful Creative Economy. The government agencies set goals
and strategies for an effective Creative Economy Policy in action.
Additionally, the government also supports the Citizens who came up with ideas that might be valuable in terms of Economic by establishing
organizations to give consultants in order for them to develop the goods and
services under the supervision of professionals. The study also indicates that
Seoul Global Startup Center has potentials to benefi South Korea economically by increasing income, and create more job to resolve the
unemployment issues in the South Korea.
Keywords: Creative Economy, South Korea, Park Geun-hye, Economic Policy, Seoul GSC, Seoul Global Startup Center
Chulalongkorn University, Thailand *E-mail: [email protected]
34
The Service Quality Assessment in
McDonald; Victory Monument Branch,
Bangkok
Krittayot Na nongkhai*
Abstract This research study service quality in McDonald and develop
strategy to improve service quality. It is related to SERVQUAL researches and expectation theory. The population of this research is 1,100 customers
who buy foods and products in McDonald, Bangkok (Victory Monument
Branch). The sample group is 294 people. Questionnaires are used and
analyzed in statistic descriptive. The results of this research found that 1) most customers rely on short time service and accurate at 80% 2) most of
customers assure in skills and politely of employees at 85% 3) the tangible
in McDonald are facility service (sink, toilets and available tables) at 86%
4) Empathy of employees are not important for customers. Most of them are self-service. And 5) Responsiveness are most important at 89% about
employee„s knowledge and 87% in fast services.
Keywords: Fast Food, Service, Service Quality
Suansunanandha Rajabhat University, Thailand *E-mail: [email protected]
35
Studying Wastes in Garment Industry in
ABC Company
Thanyaporn Reanchareon*
Abstract This research studies wastes in garment industry and lean tools for
solving the wastes problem in ABC Company. It focuses on warehouse and
production that are the main tasks of this company. The population of this research is 40 person who works in the part of warehouse and production
process. The questionnaires are 2 parts; the part 1 is related to personal
information, the part 2 includes problems and 7 wastes in the company. The
limitation of this research is time that use only 6 months to collect data. The researcher cannot solve the problems in the company so that it is the
concept of solution and it should implement in the company. The results of
this research are 1) the wastes of the company are inventory and over
production. The company uses the wrong forecasting so that most of products are not suitable for customers and cannot sale within season. 2)
The Lean management that solve the problems are pull system. They have
to set up a new forecasting and use online shopping to customize customer
needs.
Keywords: Wastes, Lean, Garment Industry
Suansunanandha Rajabhat University, Thailand *E-mail: [email protected]
36
Inventory Grouping Design in Warehouse to
Reduce Picking Time
Chalalai Tantigirasakul*
Abstract This research studies inventory grouping design to reduce picking
time. The purpose of this research is to analysis the placement of goods
within an ABC analysis, warehouse design and reduce picking time. The
study indicates that of groupings using ABC analysis or Paleto; group A is the most demanding and moving group place in the area near the exit. The
next group is group B and group C, which is moderately and for a long time
to be placed in a far position. Goods removing from store must be quick,
accurate and complete, and the product is not damaged. The reduced picking time must design warehouse for less time consuming. The
population of this research is employees who work in the warehouse. They
are 50 people. The questionnaire is distributed in 2 parts; 1) personal
information and 2) the warehouse process. The results of this research summarizes that group of products include group A (1,215 SKUs), group B
(1,430 SKUs) and group C (867 SKUs). Therefore, the group of products
supports the researcher to design layouts of warehouse. They are 3 layouts
that are suggested by the executive meeting and warehouse cost of renovation.
Keywords: ABC Analysis, Inventory Grouping, Warehouse
Suansunanandha Rajabhat University, Thailand
*E-mail: [email protected]
37
Inventory Management with EOQ Method in
the Kankun LED Lighting Co., Ltd
Napassawan Kumklong*
Abstract Nowadays, the business in Thailand is growth and high competition. Most consumers buy products with low cost and quality. It is
possible that most businesses adapt strategies to reduce costs, especially
warehouse and inventory. EOQ method is focused on the research for
support efficiency in the business. The objective of this research is 1) study warehouse and inventory management in The Gunkul LED Lighting Co.,
Ltd., 2) use EOQ method to reduce costs and inventory. This research has 5
parts. The first part is the literature review about inventory theories,
forecasting, and inventory management. The second part relates the process of the methodology. After that, data of products are collected and product
grouping by the ABC analysis. The fourth part is minimizing inventory by
the EOQ method. The final part is the result of this research. The result of
this paper is the LED product grouping. They are 30 SKUs. The group A is the fast moving products at 17 SKUs. The group B is the medium moving
products by 10 SKUs and the group C is the low moving products at 3
SKUs.
Keywords: Inventory, EOQ, ABC Analysis, LED
Suansunanandha Rajabhat University, Thailand
*E-mail: [email protected]
38
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