Purpose: Improving service quality, student satisfaction and student loyalty is important to higher education institutions’ sustainable growth. The objectives of this study are a twofold: first, the study seeks to determine the dimensions of higher education service quality with a specific focus on Vietnam. Second, it examines how the service quality dimensions impact student satisfaction and student loyalty, with the moderating role of the university image.Design/methodology/approach: This study followed a rigorous procedure, including interviews, a survey, exploratory factor analysis (EFA) and reliability analysis to identify higher education service quality dimensions and their measures. After that, using the data obtained from 1,550 university students in Vietnam, confirmatory factor analysis was used to validate the identified dimensions and structural equation modeling was used to test a proposed model explaining the outcomes of higher education service quality.Findings: The findings reveal five dimensions of higher education service quality: academic aspect, nonacademic aspect, programming issues, facilities and industry interaction. Most of these factors have a positive influence on student satisfaction. In addition, the university image moderates the positive relationship between student satisfaction and student loyalty.Practical implications: This study’s findings highlight the complexity of service quality in the higher education context and encourage higher education institutions to improve their service quality in image to enhance student satisfaction and loyalty.Originality/value: This study suggests a unique measure of higher education service quality dimensions and provides fresh insights into how they impact student satisfaction and loyalty in Vietnam.

Purpose: This study aims to evaluate the impact of green human resource management on cognitive factors, employees' pro-environmental behavior and the environmental performance of hotels in Vietnam. Design/methodology/approach: Drawing upon primary data collected from a sample of 393 hotel employees, this study utilizes covariance-based structural equation modeling (CB-SEM) to test hypotheses and conduct path analysis. Findings: The study’s findings reveal several key insights. Firstly, GHRM positively influences environmental knowledge (EK), environmental attitude (EA), attitude toward pro-environmental behavior (APB), pro-environmental behavior (PB) of employees and environmental performance (EP) of hotels. Additionally, the results also indicate that EK promotes EA, APB and PB, and both EA and EK can predict PB of employees. Surprisingly, the results from CB-SEM analysis reject the direct impact of APB on PB. Moreover, this study also confirmed the positive influence of PB on EP of hotels. Notably, the research delves into the moderating effect of work overload (WO) on the associations between GHRM and PB, as well as APB and PB. Practical implications: The findings offer valuable recommendations for hotel managers and policymakers, aiming for effective GHRM practices and improvement of employees’ PB and EP of hotels. Originality/value: This study broadens the understanding of sustainable management practices, specifically in human resource management in the hospitality industry. Notably, it identifies significant avenues to address theoretical gaps left by previous studies.

Digital transformation has received increasing attention from organizations and businesses that want to remain competitive in the digital world. Many banks have increasingly been embracing electronic commerce by providing electronic banking (e-banking) services. This study aimed to investigate the impact of electronic service (e-service) quality on customer intention to use video teller machine (VTM) services. Data were obtained from 450 customers in Vietnam, where digital transformation is a priority in the development strategy of the banking industry. Structural equation modeling reveals the positive impact of three e-service quality dimensions, including responsiveness, security, and interface quality, on the perceived ease of use (PEOU), perceived usefulness (PU), and attitude toward using VTM services. The findings also demonstrate that attitudes are positively related to intention toward using VTM services, and time-consciousness strengthens this relationship. These findings extend current knowledge about e-banking services in emerging markets and provide implications for bank managers and technology providers in promoting their service quality and customer use of VTM services.

Purpose: This study aims to investigate the impact of several factors on customer satisfaction and intention of reusing ride-hailing services that is a new type of passenger urban transport service. Design/methodology/approach: This research applied the Partial Least Squares Structural Equation Modeling analysis method to examine the measurement scale and to analyze the primary data collected from 388 passengers in Vietnam. Findings: This study demonstrates that three dimensions of perceived value, namely, functional value, hedonic value and economic value, positively influence customer satisfaction. The other dimension of perceived value, which is social value, has an ambiguous effect on satisfaction. In addition, personal innovativeness promotes all dimensions of perceived value. In particular, this study highlights that customer satisfaction and corporate image positively impact reuse intention, and corporate image moderates the relationship between customer satisfaction and reuse intention. Originality/value: This study enriches knowledge about customer behavior using services based on the sharing economy business model. In particular, theoretical and practical implications are provided for researchers and enterprises to find suitable strategies for business.

New business models integrated with technological advances like online food ordering platforms have been increasingly prevalent and are believed to bring significant value to customers. This study applied the theory of planned behaviour (TPB) to examine how several factors influence the continuance usage intention of Gen Z customers when using food delivery applications (FDAs). Results from the CB-SEM analysis reveal that personal innovativeness positively influences the attitude of Gen Z customers. Continuance usage intention is positively influenced by attitude, perceived usefulness of promotion, and subjective norm. On the contrary, perceived health risk is indicated as a significant barrier to the perceived usefulness of promotion and continuance usage intention of Gen Z customers. These findings suggested discussions and have implications for stakeholders such as researchers, technology providers, enterprises, and policymakers.