Browsing by Author "Fernando, Maria Socorro Cristina L."
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    Appreciative inquiry : A positive approach to organizational planning and learning
    ( 2010) Fernando, Maria Socorro Cristina L.
    The primary purpose of the study is to open a new possibility in the planning process of the Technology Centers using Appreciative Inquiry in designing the future directions through the creation of the Development Plan. The discoveries articulated through themes drawn from the use of AI approach as planning process are valuable to support the various applications of AI in organization development. This study uses purposive sampling in identifying the participants who represented the stakeholders of the Technology Centers. The focus group (15-25 members), involved in all the phases of the study, are considered co-researchers in the development of the plan and the generation of the propositions. The study utilizes qualitative methods, namely: - Appreciative Inquiry Approach in discovering and highlighting the strengths and positive experiences of the Technology Centers that are the basis for crafting the organization development plan; and - Grounded Theory Process in generating propositions based on the insights gained from the AI Process. The study employs research tools useful in generating qualitative information, such as questionnaires, in-depth interviews, focus group discussions, field notes, workshops, available organizational data, and feedback data.
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    Creating the company of choice by improving employee morale and job satisfaction: a case study on YZJY Company
    ( 2015) Song, Jie ; Fernando, Maria Socorro Cristina L.
    This research was conducted to determine the levels of employee morale and job satisfaction in relation to creating a company of choice. This research was conducted using the action research model involving the company managers and employees. Survey, observations, and interviews were used for data collection. The study determined the current situation of the employees' job satisfaction and morale that affected the company as a "company of choice"; identified appropriate organization development interventions (ODI) that could facilitate the creation of the company of choice; identified the initial impact of the OD interventions on employees' job morale and satisfaction in creating the company of choice; and measured the difference between the pre-ODI and post-ODI data on employee satisfaction and morale that created the company of choice. The results showed that the OD interventions conducted on the job satisfaction and job morale improved the preference level for the company of choice.
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    Designing strength based work life balance strategies to enhance service quality: a case study of S.R. Residence Hotel Phetchabun, Thailand
    ( 2019) Chinnakrit Pongpanich ; Fernando, Maria Socorro Cristina L.
    Nowadays, every service business must compete with the customer satisfaction for their reputation and success in business. To obtain more competitive advantage and better performance on employees service quality. A company tries to focus on the development of personal work life balance (attitude) and motivation to let employees achieving their task successfully. This research study focuses on employees service quality based on service quality theory. Tangibles – physical facilities, equipment, staff appearance, etc. ,Reliability – ability to perform service dependably and accurately, Responsiveness – willingness to help and respond to customer needs, Assurance – ability of staff to inspire confidence and trust, Empathy – the extent to which caring individualized service is given. The purpose of this study was to examine the impact of work life balance strategies on service quality at the S.R. Residence Hotel, Phetchabun, Thailand. The researcher had conducted mix method research by questionnaires (quantitative) and focus group interviews (qualitative) by using appreciative inquiry (AI) to determined strength-based work life balance on service quality. The questionnaires were distributed to a sample of 60 employees and 40 customers at the S.R. Residence Hotel. The Focus Group interview consisted of 4 group representatives from employees which are Top management, Manager, Low Experience and High Experience employees respectively. The quantitative data was analyzed by using Descriptive mean and standard deviation, Pearson Correlation, Multiple Linear Regression from SPSS to examine and determine the initial impact of work life balance on enhancing service quality at the hotel and qualitative data are using Index of Item Objective Congruence (IOC) with inter coding methods on focus group interview answer to find out the common theme for each questions. The discussion from the research study will develop employee service quality at the S.R. Residence Hotel in the future.
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    Enhancing team learning in a faith based organization in Myanmar: an action research approach
    ( 2017) Soe, S. Myat ; Fernando, Maria Socorro Cristina L.
    The main purpose of this research is to enhance team learning in a faith based organization in Myanmar. The objective of this research is to determine the current situation of the organization in terms of team learning and implement an appropriate OD intervention and action plan to sustain continuous team learning in the organization. This study benefits the organization by providing the opportunity to identify the current situation and find ways to improve for future development. Good working environment, coordination and collaboration processes were improved in the organization. The relationship between the leadership and sub-ordinates were also improved because of strengthening team cohesion, increased interaction and communication among team members. Employees have more learning opportunities and share their knowledge, experience and skill among each
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    An exploration of the transition of a startup enterprise in the shared accommodation business
    (Assumption University Press, 2017) Fernando, Maria Socorro Cristina L.
    The study is a qualitative research using interview data to determine the characteristics of the startup enterprise in the shared accommodation business. The data was analyzed using inter-coding analysis for qualitative study. The startup reveals characteristics typical of the organizations the creativity phase of Greiner’s organization growth were systems needs to be organized and leadership and management need to set up the strategic direction for the company including better operational management systems. The management and employees aspire to survive this initial phase amidst steep market competition in the sharing accommodation. They need internal process development and set out with a shared future direction. The recommendations in this study is a response to its current situation transitioning to its desired future phase of development.
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    Exploring 21st century teaching development model for lecturers: a case study of two universities in Vietnam
    ( 2018) Do, Khoa ; Fernando, Maria Socorro Cristina L.
    The world is changing day by day and education sector is also catching up to provide sufficient education outcomes required by society in 21st century. Teachers is one of key factors contributing to graduate quality. This study aims to explore the influence of soft skills in terms of critical thinking, problem-solving, communication, teamwork, and information management skills on teaching competency of lecturers at two faculties of two universities in Vietnam. The findings of quantitative and qualitative data indicated soft skills in terms of critical thinking, teamwork, and communication skills have influence on the teaching competency of lecturers within two faculties of two universities in this study. More importantly, the qualitative results also provided a deeper understanding of these soft skills on teaching competency of lecturers. Lecturers highlighted the important of communication skills regarding the presentation skills, public speaking, listening skill, problem-solving, and the method to inspire or motivate students to learn. Most lecturers preferred further opportunities to develop professional competency and doing more researches. They desired better working environments which offered more training sessions, workshop, or conference. Lastly, supports from universities or faculties particularly would be an incentive to promote them devote more in teaching path. An action plan was developed basing on the key findings of this study for a purpose to provide a road map so that lecturers can get more crucial 21st century classroom teaching skills. Ina long term, it gradually contributes to develop the national competitiveness for its citizen as an education outcome.
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    Factors affecting customer satisfaction on Brand X green tea: a case study of Bangkok consumers
    (Assumption University Press, 2017) Tipjaree Chanruechai ; Fernando, Maria Socorro Cristina L.
    This research determines the factors affecting customer satisfaction on Brand X green tea as well as the relationship between independent variables (quality of tea, price, brand image, and health concern) and dependent variable (customer satisfaction). The quantitative method was used in this research. The sampling procedure is non-random snowball sampling. The survey questionnaire is an online questionnaire via social network including Facebook, Line application, and Twitter. The scope of this research includes 385 Bangkokians who have purchased Brand X green tea. The data analysis used a statistical analysis program to perform descriptive, correlation, and multiple linear regression. The research found that the quality of tea is the most significant factor in customer satisfaction. Price and brand image have significant relationships with customer satisfaction. In contrast, health concern has no significant relationship with customer satisfaction on Brand X green tea.
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    Factors influencing Bangkokkian adults' decision-making in choosing and English language school
    (Assumption University Press, 2016) Natchanan Ammarit ; Fernando, Maria Socorro Cristina L.
    The purpose of this study was to determine the factors influencing Bangkokian on decision-making in choosing an English language school. This study applied non-probability sampling as a sampling procedure. The questionnaires were distributed by snowballing sampling with 400 questionnaires distributed by both offline and online platforms. This study applied four statistical models including descriptive analysis, One-Way ANOVA, Pearson's Correlation and multiple regression analysis. Most of the respondents were female. The majority of the respondents were aged between 29-39 years old. 76.8% of the respondents worked as private company employees and 60.5% of them worked at the operational level. Most of respondents have incomes between 15,001 baht and 40,000 baht per month. The results from multiple linear regressions analysis showed that product, promotion, people and process have positive influence on adult's decision-making in choosing an English language school while age, occupation, job level, income, price, place, physical evidence do not have a positive influence on adults' decision-making in choosing an English language school.
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    Factors influencing job satisfaction of Gen X and Gen Y in a financial institution: a case study of global payment service department
    (Assumption University Press, 2017) Navarat Siwasampattikul ; Fernando, Maria Socorro Cristina L.
    Financial institutions are very competitive and developing its human resources is one of the strategies to make companies strong and competitive. Job satisfaction is one of the key factors that motivate employees to do their best. In this research, data was collected using offline and online questionnaire from 135 employees who currently work at a Global Payment Service Department. The survey included five-point Likert scale to measure four independent variables (participation in decision making, empowerment, reward and recognition and workplace environment) and job satisfaction. The findings indicated that it is important for managers to improve job satisfaction to enhance retention rate and job loyalty.
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    Factors influencing purchase intention towards a retail clothing company
    (Assumption University Press, 2017) Charnvudh Vajarodaya ; Fernando, Maria Socorro Cristina L.
    This research aims to investigate the factors affecting purchase intention towards retail clothing store . Four independent variables were selected in this research; perceived service quality, perceived value for money, brand awareness, and celebrity/brand congruencies. To measure the construct of the research instrument, a survey questionnaire was administered and data were collected from sample of 400 respondents who were customers of a retail clothing company, utilizing convenience sampling techniques. The significance and relationships of perceived service quality, perceived value for money, brand awareness, and celebrity/brand congruencies on purchase intention were tested and analyzed using the MLR. The result showed that all independent variables are positive predictors of purchase intention towards a retail clothing company. This result provided important managerial implications to retail’s management to focus on brand awareness to enhance customers’ purchase intention and profitability. Further investigation of the factors contributing to purchase intention such as sale promotion is highly suggested for future studies. Keywords: perceived.
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    Improving service quality of the restaurant staff: a case study of Deutsches Eck pub & restaurant
    ( 2016) Sirilak Benjamin ; Fernando, Maria Socorro Cristina L.
    This study focused on improving the service quality of the restaurant staff in terms of communication, assurance and responsiveness at Deutsches Eck pub and restaurant. The researcher conducted the survey of the restaurant service by using questionnaires with 35 selected customers and conducted the interviews with two managements in the Pre-ODI and Post-ODI phases. Interview data was used as qualitative data. Mean and frequency were used as the quantitative data from the questionnaire. Paired Sample T - Test was used to determine the initial impact of ODI in improving the service quality in terms of communication, assurance and responsiveness. After the implementation of the OD interventions to 14 service staffs, those activities were found to be effective. The customers were more satisfied with their expected service in the restaurant. there was significant difference between the Pre and the Post ODI on communication, assurance and responsiveness. Thus, the continuous development is leading the restaurant service to go beyond customer's expectation.
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    An initial assessment of a logistics company’s potential as a high performing organization (HPO): a case study Of Saigonship Danang Joint Stock Company, Vietnam
    ( 2019) Uyen, To Thao ; Fernando, Maria Socorro Cristina L.
    The rapid pace of change and development of the logistics industry in Vietnam has created both of opportunities and challenges for logistics companies. They are forced to define the key factors that set up high performance model to better withstand the pressures it is facing. This study determines the current conditions and abilities of Saigonship Danang Logistics Joint Stock Company (SSC) to become a high performing organization (HPO) with sustainable financial and non-financial results. The purpose of the study was to determine the influence of four key factors in term of strategic planning; employee competencies; management quality; and performance management as potential elements to become a high performance organization, and then provide recommended plan, based on the findings, for SSC to become a HPO. The findings of quantitative and qualitative data all of four factors, namely strategic planning, management quality, employee competencies and performance management have significant effects on the potential to be a HPO. Among all these four independent variables, strategic planning possessed the strongest effect on organizational performance. It could be concluded that Saigonship needs to have comprehensive development practices, build highperforming culture, and conduct right orientations for both managers and employees, enhance people programs and enabling infrastructure. Therefore, the proposed action plan is conducted in 3 levels – organizational, managerial and individual levels in terms of strategic planning, management quality, performance management, and employee competencies to get the highperformance results as a whole of company.
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    Leveraging employee engagement and employee performance towards excellent service quality: an action research on TMD Hair Dressing and Beauty Salon Services in Yangon, Myanmar
    ( 2016) Fernando, Maria Socorro Cristina L.
    This research paper analyzed the impact of employee engagement and employee performance on the service quality of TMD Hairdressing and Beauty Salon Services in Yangon, Myanmar. This study used organization development interventions (ODIs) to improve employee engagement, employee performance and service quality. The objectives were: to assess and analyze the current situation of the organization; to design and implement the deliberate organization development interventions (ODIs); to measure the initial impact of ODIs; to determine the difference between the values of pre and post ODI; to draw up a three year Road Map for the organization to sustain the change. The level of employee engagement, employee performance and service quality were relatively low at the pre ODI stage. Based on the pre-ODI results, the researcher conducted purposeful organization development interventions on employee engagement and employee performance to improve service quality. The post ODI results showed significant improvement on employee engagement, employee performance and service quality. According to the results of paired sample t-test, there were significant differences between pre and post ODI outcomes related to Employee Engagement, Employee Performance and Service Quality. Based on the regression results, employee engagement and employee performance had significant impacts on the level of service quality. The organization development interventions (ODIs) positively affected the level of employee engagement, employee performance and service quality. Based on the data from the study, the researcher drew up a three year Road Map in terms of three levels: Manager Level, Employee Level and Organization Level. Further organization development interventions to improve employee engagement, employee performance and service quality were recommended to meet the vision of the company.