วิทยานิพนธ์ http://dspace.bu.ac.th/jspui/handle/123456789/201 2026-04-06T00:49:31Z 2026-04-06T00:49:31Z Michael Jay Labin http://dspace.bu.ac.th/jspui/handle/123456789/5967 2025-09-05T06:35:43Z 2025-01-01T00:00:00Z

Title: Why Do Employees Quit: A Study of Factors Affecting Employee Turnover in Business Process Outsourcing (BPO) Companies in The Philippines Authors: Michael Jay Labin Abstract: Employee turnover is a critical issue for many industries, including the Business Process Outsourcing (BPO) companies, which has been seriously impacting productivity, operational efficiency, and cost. This study aims to explore the factors affecting employee turnover in BPO companies in the Philippines. Using a quantitative research approach, the study examines the significant effect of compensation and benefits, work environment and company culture, superior-subordinate relationships, rewards and recognition, and career development on turnover intentions. Using a convenient sampling technique, data were gathered through a structured Google Forms questionnaire distributed to BPO employees, and the reliability of the variables was measured with Cronbach’s Alpha. The findings suggest that specific factors such as compensation and benefits (p = .000), superior-subordinate relationships (p = .000), rewards and recognition (p = .000), and career development (p = .014) significantly affects employee turnover in BPO companies in the Philippines. This means that employees are more likely to stay with their employers if these factors are managed effectively and aligned with their expectations. On the other hand, work environment and company culture (p = .330) were found to have no significant effect on employee turnover. These results provide guidelines to BPO companies to develop retention strategies to reduce turnover rates in the competitive BPO industry in the Philippines. Description: Thesis (M.B.A)— Graduate School, Bangkok University, 2025

2025-01-01T00:00:00Z Hsu Lei Hnin http://dspace.bu.ac.th/jspui/handle/123456789/5958 2025-04-26T08:44:06Z 2025-01-01T00:00:00Z

Title: Influence of Brand Image on Customer Retention in Pullman Yangon CenterPoint Hotel Authors: Hsu Lei Hnin Abstract: The Purpose of this research were 1) to learn about customer retention at Pullman Yangon CentrePoint Hotel, 2) to study the satisfaction level of Pullman Yangon CentrePoint Hotel, and 3) to study brand awareness factors, brand Experience, brand loyalty influencing customer retention at PYC. The subjects were 300 respondents of visitors who visited the PYC at least two times. The research instrument for this study involved a self-administered questionnaire comprising screening questions, demographic factors, independent variables, and dependent variables. Dichotomous, category scale, and Likert scale questions were employed to gather data on customer experiences at PYC, focusing on brand factors influencing customer retention. The systematic results of the hypothesis testing reveal significant positive influences of brand awareness, brand experience, and brand loyalty on customer retention at PYC. The findings, derived through Multiple Regression Analysis, provide valuable insights into the interplay of these brand factors, with hypotheses all being supported. Description: Thesis (M.B.A)--Graduate School, Bangkok University, 2024

2025-01-01T00:00:00Z Mi Mi Khin http://dspace.bu.ac.th/jspui/handle/123456789/5784 2024-08-22T04:27:35Z 2024-01-01T00:00:00Z

Title: The Impact of Social Media Platforms, Social Media Activities and Influencer Marketing Activities Towards Customers’ Brand Awareness in 5 Stars Hotels in Bangkok During Covid-19 Pandemic Authors: Mi Mi Khin Abstract: This study investigates the impact of social media platforms, social media marketing activities, and influencer marketing activities on customers' brand awareness in 5-star hotels in Bangkok during the COVID-19 pandemic. The study adopted both qualitative and quantitative approach. For qualitative method, this study employed in-depth interviews with executives from two 5 stars hotels namely Brighton Grand Hotel (Bang-na) and Vimarnsamed Resort (Thailand) to obtain understandings on how hotels use social media to promote their businesses. For quantitative method, this study used a survey questionnaire to collect data from foreign customers (English native speakers) who used to stay at least five of 5-star hotels in Bangkok (Marriott Marquis Hotel, ST Regis Hotel, The Siam Hotel, Shangri-la Bangkok and Pullman Hotel) and tourists who have no experience of staying at 5 stars hotels in Bangkok. Then, descriptive statistics and multiple regression analysis were used to analyze the data. The qualitative findings revealed that most respondents used two most effective social media platform Instagram and Facebook for increasing brand awareness during the pandemic. Also, their social media marketing strategies during the pandemic were dictated by Government’s health guidelines for safety and hygiene measures. The study found that the hotels used influencer collaborations by hiring third-party agents during Covid-19 pandemic. By using quantitative method, the study found that social media platforms, social media marketing activities, and influencer marketing activities have a significant impact on customers' brand awareness in 5-star hotels in Bangkok during the Covid- 19 pandemic. Description: Thesis (M.B.A.)--Graduate School, Bangkok University, 2023

2024-01-01T00:00:00Z Laura Kabange Numbi http://dspace.bu.ac.th/jspui/handle/123456789/5783 2024-08-22T04:26:22Z 2024-01-01T00:00:00Z

Title: The Impact of Service Quality, Logistic Management, And Safety Towards Customer Satisfaction to Use the National Airline Carriers in Africa: A Case Study of the Democratic Republic of Congo Aviation Sector Authors: Laura Kabange Numbi Abstract: The study focused on the Democratic Republic of the Congo's aviation sector and sought to identify the impact of service quality, logistic management, and safety towards customer satisfaction to use the national airline carriers in Africa. The specific objectives of the study were: to study the impact of Measurement of Service Quality (Flight Schedule, Cabin Environment and In-flight Entertainment), Measurement of Logistic management (Pricing Schemes, Information about service delivery & Lead Time) and to study the impact of Measurement of Safety Perception (Safety features and equipment, Communication & Covid-19 safety measures) on customer satisfaction to use the national airline carriers in Africa. Questionnaires were used as the primary data gathering instrument in quantitative research approaches. Interview schedule were also developed to collect data from the crew management. The study design was cross-sectional, offering a snapshot of the characteristics of the target group. The study population comprised of those who used the Congo Airline between January and August of the year 2023. A random sample of 250 respondents was chosen using a stratified random sampling technique. The study also included 20 airline officials. The statistical program was used for data analysis, allowing for hypothesis assessment and the discovery of links between service quality, logistical management, safety, and customer happiness. Findings show a diversified passenger population, emphasizing the necessity for customized services to satisfy a range of expectations. Flight Schedule shows potential for improvement, while Cabin Environment and In-Flight Entertainment have a favorable influence on customer happiness. Passenger experiences are improved by effective logistic management, which includes pricing strategies and information distribution. Safety perception, which includes Covid-19 measures and safety features, is crucial. Enhancing service quality, effective logistics, safety precautions, and implementing a customer-centric strategy are among the recommendations made to increase overall consumer satisfaction in the African national airline business. Description: Thesis (M.B.A.)--Graduate School, Bangkok University, 2023

2024-01-01T00:00:00Z