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All Journal Aptisi Transactions on Technopreneurship (ATT)
Ahli, Marwa
Unknown Affiliation
Humanities Computer Science & IT Economics, Econometrics & Finance Education Social Sciences

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Ethical Sales Behavior Influencing Trust, Loyalty, Green Experience, and Satisfaction in UAE Public Entrepreneur Firms Ahli, Marwa; Hilmi, Mohd Faiz; Abudaqa, Anas
Aptisi Transactions On Technopreneurship (ATT) Vol 6 No 2 (2024): July
Publisher : Pandawan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/att.v6i2.422

Abstract

Customer satisfaction (CST) is a critical focus for both public and private organizations due to its significant impact on business success. In this context, ethical sales behavior, perceived trust, customer loyalty, and green experience are identified as key factors influencing CST. This study aims to examine the relationships among these variables within public sector organizations in the UAE. Primary data were collected from 224 respondents using a structured questionnaire. The data analysis was conducted utilizing descriptive statistics, multivariate assumptions, and a two-step approach that included both measurement and structural models. Structural equation modeling techniques were employed to test the relationships between the variables, grounded in the Resource-Based View (RBV) and expectation confirmation theory. The findings reveal that perceived trust, customer loyalty, and green experience significantly and positively impact customer satisfaction among public firms in the UAE. However, ethical sales behavior did not demonstrate a significant direct effect on customer satisfaction. These results provide valuable insights for policymakers and administrative representatives in the UAE public sector. To enhance customer satisfaction, it is recommended that public sector organizations prioritize building trust and loyalty while integrating green practices into their operations. Although ethical sales behavior does not directly affect customer satisfaction, it remains crucial for influencing trust and loyalty. The study underscores the importance of these factors in driving customer satisfaction and offers practical recommendations for public sector organizations aiming to improve their service quality and customer relations.
Moderating Effect Of Employee Service Quality And Mediating Impact Of Experiential Marketing in UAE Entrepreneurial Sector Ahli, Marwa; Hilmi, Mohd Faiz; Abudaqa, Anas
Aptisi Transactions On Technopreneurship (ATT) Vol 6 No 2 (2024): July
Publisher : Pandawan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34306/att.v6i2.423

Abstract

Considersing the organizational success, employees performance has been accepted as among the fundamental role players. However, several organizational factors like abusive supervision, job stress, turnover intention, and agile leadership have been accepted as among the most critical determinants of such performance outcomes. The objective of this research is to investigate the moderating effect of perceived organizational support on the relationships between abusive supervision, job stress, turnover intention, and agile leadership with employee performance in public firms in the UAE. A valid sample of 211 respondents from the public sector firms in UAE has been collected. The present study applies the measurement model and structural model assessment using the Smart PLS version 4.0. The findings confirm the presence of the internal consistency reliability, convergent validity, and discriminant validity of the latent constructs when examined through their relative items. Moreover, the structural equation modelling reveals that there is a significant impact of agile leadership, abusive supervision, and job stress on the employee performance among the public firms of UAE. Additionally, the findings state that there is a significant moderating effect of perceived organizational support on the relationship between agile leadership and employee performance, between abusive supervision and employee performance, and between job stress and employee performance, respectively. Based upon the given findings, several policy implications have also been suggested for the policymakers specifically at the public firms in UAE.
Co-Authors Abudaqa, Anas Hilmi, Mohd Faiz