This paper aims to test and compare the relative efficacy of three measuring instruments of service quality (namely Higher Education PERFormance (HEdPERF), SERVPERF and the…
Abstract
Purpose
This paper aims to test and compare the relative efficacy of three measuring instruments of service quality (namely Higher Education PERFormance (HEdPERF), SERVPERF and the moderating scale of HEdPERF‐SERVPERF) within a higher education setting. The objective was to determine which instrument had the superior measuring capability in terms of unidimensionality, reliability, validity and explained variance.
Design/methodology/approach
After a pilot test, data were collected from students in two public universities, one private university and three private colleges in Malaysia between January and March 2004, by the “contact person” route. From a total of 560 questionnaires, 381 were usable: a response rate of 68.0 per cent. This sample of nearly 400,000 students in Malaysian tertiary institutions was in line with the generalized scientific guideline for sample size decisions. Data were subjected to regression analysis.
Findings
A modified five‐factor structure of HEdPERF is put forward as the most appropriate scale for the higher education sector.
Research limitations/implications
Since this study only examined the respective utilities of each instrument within a single industry, any suggestion that the HEdPERF is generally superior would still be premature. Nonetheless, the current findings do provide some important insights into how these instruments of service quality compare with one another.
Practical implications
The single dominant factor on this study is “access”, which has clear implications for institutions' marketing strategies.
Originality/value
This is believed to be the first study of its kind carried out among consumers of the higher education service.
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The purpose of this paper is to empirically test a new industry‐specific scale, HEdPERF (Higher Education PERFormance) to capture the authentic determinants of service quality…
Abstract
Purpose
The purpose of this paper is to empirically test a new industry‐specific scale, HEdPERF (Higher Education PERFormance) to capture the authentic determinants of service quality within higher education sector.
Design/methodology/approach
The primary goal of this research was to test and compare the relative efficacy of HEdPERF against SERVPERF in order to determine which instrument had the superior measuring capability.
Findings
In terms of unidimensionality, reliability, and validity, HEdPERF explained variance within the higher education setting better in comparison to SERVPERF.
Research limitations/implications
Since this study only examined the respective utilities of each instrument within a single industry, in only one national setting, any suggestion that the HEdPERF is generally superior would still be premature.
Practical implications
The current findings do provide some important insights into how the instruments of service quality compare with one another, in a typical higher education context.
Originality/value
An attempt is made in the paper, to develop critical insights into comparative evaluation of service quality measurement instruments.
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Hamdy Abdullah, Fahru Azwa Md Zain, Sheikh Ahmad Faiz Sheikh Ahmad Tajuddin, Nik Hazimi Mohammed Foziah and Muhammad Shahrul Ifwat Ishak
Many scholars have primarily disregarded employee motivation in the context of Western and Islamic ideas. To better understand employee motivation, this paper aims to explore a…
Abstract
Purpose
Many scholars have primarily disregarded employee motivation in the context of Western and Islamic ideas. To better understand employee motivation, this paper aims to explore a novel approach of fusing McClelland’s needs theory (i.e. achievement, power and affiliation) with Maqasid Shariah.
Design/methodology/approach
This study adopts a theoretical research design. There will be a thorough literature study of McClelland’s theory, Maqasid Shariah, and employee motivation. Qualitative content analysis is used to examine and compile pertinent ideas. To give a thorough framework for comprehending employee motivation from both Western and Islamic ethical viewpoints, McClelland’s theory and Maqasid Shariah are integrated.
Findings
This paper has conceptualized the integration of Maqasid Shariah’s five requirements with McClelland’s need theory. It is suggested that Maqasid Shariah and McClelland’s need theory be combined to understand employee motivation. For employees, the integration of McClelland’s need theory and Maqasid Shariah entails developing a work environment that attends to their many needs, is consistent with Islamic principles, encourages justice and equity, supports both professional and personal development and promotes social responsibility. By combining McClelland’s need theory and Maqasid Shariah, 15 propositions are developed to explain employee motivation. The study offers a measurement index to explain employee motivation based on the two theories.
Research limitations/implications
The integration of McClelland’s theory of need and Maqasid Shariah offers expected positive implications. By considering the cultural and religious context in Islamic societies, researchers can adopt a more sensitive approach to studying motivation. This blend provides a holistic understanding of motivation, incorporating individual needs and broader ethical dimensions. Studies may explore the impact on prosocial behavior, organizational values, leadership practices and employee well-being. Understanding the alignment between personal motives and ethical principles can benefit organizations in diverse workplaces, emphasizing long-term sustainability and fostering employee engagement and commitment.
Practical implications
The integration of McClelland’s theory and Maqasid Shariah shows the potential implications to increase employee motivation. This study contributes significantly to Maqasid Shariah theory in business research by guiding ethical decision-making aligned with Islamic values, fostering inclusive workplaces and offering strategies for boosting employee morale. It emphasizes ethical practices, legal compliance and community engagement, while also encouraging sustainable business models that consider societal well-being and the environment.
Originality/value
This paper provides its unique value by being among the first to integrate McClelland’s theory and Maqasid Shariah and providing an innovative approach in developing a new measurement index in the context of employee motivation.
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Boo Ho Voon, Firdaus Abdullah, Nagarajah Lee and Karen Kueh
This empirical survey research aims to identify the dimensions of service excellence culture for hospitals. Ultimately, a measurement tool was developed for hospital service…
Abstract
Purpose
This empirical survey research aims to identify the dimensions of service excellence culture for hospitals. Ultimately, a measurement tool was developed for hospital service excellence (i.e. HospiSE scale).
Design/methodology/approach
The survey research involved qualitative and quantitative approaches in the scale development process. The structured questionnaire was carefully designed after literature review and focus groups discussions. The respondents were employees from the public and private hospitals in Malaysia. A total of 1,558 usable questionnaires were used for the quantitative analysis. The HospiSE scale was empirically tested for reliability and validity through exploratory and confirmatory factor analyses.
Findings
This measurement-oriented research had identified three dimensions of service excellence culture for hospitals, namely: employee orientation, patient orientation and competitor orientation. The multi-dimensional measure consists of 21 items.
Research limitations/implications
Longitudinal research is required to provide evidence of the causal effects of HospiSE on employee satisfaction and loyalty. The HospiSE scale also requires further verification and refinement.
Practical implications
The parsimonious scale can serve as a strategic and practical measure to evaluate and manage service excellence culture at hospitals. Reliable and valid information can be obtained for fast and cost-effective diagnosis of the service culture for continuous improvement.
Social implications
The new scale is expected to be an important diagnostic to understand and measure service excellence culture at hospitals. The patients and society at large will benefit from the improved hospital service management.
Originality/value
The multi-item measurement tool is new and it can provide insights into service management, resource allocation and human resource management for excellent hospital service. The measurement development process is contextualized for the hospital services.
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Firdaus Abdullah, Mohd Rashidee Alwi, Nagarajah Lee and Voon Boo Ho
This paper attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors…
Abstract
Purpose
This paper attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and the intention to remain in the network, and eventually manage the franchise network for long‐term continuity.
Design/methodology/approach
The survey instrument was drawn from a multi‐stage process involving extensive review of literature, focus group interviews, pilot testing and validation by the experts before being administered to a sample population consisting top managers of franchised colleges. The new instrument was empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis.
Findings
The findings suggest five dimensions of franchisee satisfaction namely social interaction, service support, financing, assurance and competence. Results also indicate that the dimension “competence” which relates to possession of required skills, knowledge and the right attitude to perform franchise services has significantly influenced the overall satisfaction.
Research limitations/implications
The five dimensions of franchisee satisfaction may be specific to academic setting.
Practical implications
Academic institutions should be able to ascertain the level of services provided, and to determine which dimensions need improvement. Knowing the strengths and weaknesses of these dimensions and their relative influence may result in better allocation of resources so as to provide a better service to the franchised colleges.
Originality/value
Another contribution to the franchising literature by advancing a new 23‐item measuring instrument, specifically tailored for academic franchising. This is a tool that academic institutions could use to improve their performance in the light of increased competition with the development of global academic franchising.
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Firdaus Abdullah, Jamil Hamali, Abdul Rahman Deen, Gluma Saban and Abg Zainoren Abg Abdurahman
Entrepreneurship in developing countries is arguably the least studied significant economic and social phenomenon. Previous studies focused on describing the attributes of…
Abstract
Purpose
Entrepreneurship in developing countries is arguably the least studied significant economic and social phenomenon. Previous studies focused on describing the attributes of entrepreneurship rather than providing a framework, in which entrepreneurs and policy makers alike can rationally plan and execute innovative business models. Current issues facing Malaysian entrepreneurs include low level of technology, lack of innovation through research and development, low working capital, and of highly domestic orientations. This led to a lack of resilience and efficiency among the entrepreneurs, thus rendering them ill‐equipped to compete globally. This adverse scenario is increasingly apparent among Bumiputera (Native of Malaysia) entrepreneurs as the growth of entrepreneurial activity has not been in tandem with the pace of the overall development of the nation. Hence, this study seeks to identify factors leading to success and failure so that Bumiputera entrepreneurs can prevent failure by correcting problems, and appreciate what it takes to succeed. Ultimately, a framework of success is proposed as a comprehensive tool to enhance their survival in a competitive global economy.
Design/methodology/approach
A survey instrument was used, and a total of 1,500 Bumiputera entrepreneurs participated, covering all the states in Malaysia.
Findings
The findings confirmed that eight factors are vital to the success of Bumiputera entrepreneurs. In rank order of importance, these factors are advancement drive, achievement oriented, commitment, decision‐making ability, managing risk, tenacity, networking, and optimism. As for the factors leading to the failure of Bumiputera entrepreneurs, inability to compete, lack of competency and capital, customer‐related problems, employee‐related problems, unfavourable economic conditions, bureaucracy, supplier discrimination, and negative community attitudes were found to be crucial.
Originality/value
The paper develops a framework to aid the success of Bumiputera entrepreneurs in Malaysia.
Details
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Firdaus Abdullah, Rosita Suhaimi, Gluma Saban and Jamil Hamali
This study aims to design and validate a new measuring instrument of service quality, and ultimately to establish a national service quality index for the banking sector. The…
Abstract
Purpose
This study aims to design and validate a new measuring instrument of service quality, and ultimately to establish a national service quality index for the banking sector. The primary contribution is the insight offered regarding what factors affect service quality and the BSQ Index, a national indicator reflecting the level of service quality within the banking sector.
Design/methodology/approach
A total of 3380 questionnaires were distributed to the customers of 21 commercial and Islamic banks, of which only 1,519 were deemed usable, yielding a response rate of 44.9 per cent. The proposed 29‐item instrument has been empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis.
Findings
A factorial analysis suggests that service quality has three dimensions namely “Systemization”, “Reliable Communication” and “Responsiveness”, and subsequent multiple regression analysis revealed that “Systemization” is the most important service quality dimension within the banking sector. The overall weighted BSQ Index of 4.00 implies that banking customers are generally pleased with the quality of services rendered by banking institutions.
Practical implications
The new Bank Service Quality Index (BSQ Index) is expected to be an important complement to traditional measures of economic performance, providing useful information to the banking institutions, shareholders, investors, government regulators, and customers. This composite index shall become an indicator reflecting the level of service quality in the banking institutions.
Originality/value
The results from the current study are crucial because previous studies have produced scales that bear a resemblance to SERVQUAL, a generic measure of service quality, which may not be totally adequate to assess the perceived quality in the banking sector. Thus, the present study captured customers' evaluation of service quality in a 29‐item questionnaire exclusively adapted to the unique nature of the banking sector.
Abdullah Firdaus and Agnes Kanyan
The purpose of this paper is to propos a new measuring instrument for relationship marketing which is uniquely designed for the foodservice industry. In particular, the underlying…
Abstract
Purpose
The purpose of this paper is to propos a new measuring instrument for relationship marketing which is uniquely designed for the foodservice industry. In particular, the underlying dimensions of relationship marketing as perceived by customers are identified, and strategies for the enhancement of relationship marketing program are put forward.
Design/methodology/approach
The proposed 31-item instrument has been empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis
Findings
A factorial analysis suggests that relationship marketing is a multidimensional construct consisting of four key dimensions namely communication, trust, empathy and commitment.
Practical implications
Communication emphasizes the necessity to communicate in understandable way; trust refers to the ability to inspire confidence; empathy stresses on the importance of exhibiting sympathy and reassurance; and commitment describes the desire to provide excellent service. A subsequent multiple regression analysis reveals that all the dimensions are positively correlated with customer loyalty and trust was the most important dimension.
Originality/value
Building strong relationships with customers to gain competitive advantage and customer loyalty is crucial for survival and success in today's business environment. As competition is becoming more intense, customers are increasingly demanding and price sensitive. Although the relationship marketing discipline is relatively well researched, the measuring instrument is limited and practically non-existent in the foodservice industry.
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Vanessa Gaffar, Benny Tjahjono, Taufik Abdullah and Vidi Sukmayadi
This paper aims to explore the influence of social media marketing on tourists’ intention to visit a botanical garden, which is one of the popular nature-based tourism…
Abstract
Purpose
This paper aims to explore the influence of social media marketing on tourists’ intention to visit a botanical garden, which is one of the popular nature-based tourism destinations in Indonesia.
Design/methodology/approach
This study sent questionnaires to 400 followers of the botanical garden’s Facebook account who responded to the initial calls for participation and declared that they have not visited the garden before. Analyses were conducted on 363 valid responses using the structural equation model.
Findings
The findings revealed several key determinants influencing the image of the botanical garden and its future value proposition, particularly in supporting the endeavour to shift from a mere recreational destination to a nature-based tourism destination offering educational experiences.
Originality/value
This paper offers a fresh look into the roles of social media marketing in increasing the intention to visit a tourism destination that is considerably affected by the destination image.
研究目的
本文探讨了社交媒体营销对游客参观植物园的意图的影响, 植物园是印度尼西亚最受欢迎的自然旅游胜地之一
研究设计/方法/途径
我们向植物园的Facebook帐户的400位关注者发送了调查表, 他们回应了我们最初的参与邀请, 并宣布他们以前从未访问过该花园。 使用结构方程模型(SEM)对363个有效响应进行了分析。
研究发现
调查结果揭示了影响植物园形象及其未来价值主张的几个关键因素, 特别是在支持从单纯的娱乐性目的地向提供教育经历的自然旅游目的地转变的努力中。
原创性/价值
本文重新审视了社交媒体营销在增加受目的地形象显着影响的旅游目的地的访问意向中的作用。
Me gusta, etiqueta y comparte: reforzar el marketing en redes sociales para mejorar la intención de visitar un destino turístico basado en la naturaleza
Objetivo
Este documento explora la influencia del marketing en las redes sociales en la intención de los turistas de visitar un jardín botánico, que es uno de los destinos turísticos más populares en Indonesia.
Diseño/metodología/enfoque
Enviamos cuestionarios a 400 seguidores de la cuenta de Facebook del jardín botánico que respondieron a nuestras llamadas iniciales de participación y declararon que no habían visitado el jardín antes. Los análisis se realizaron en 363 respuestas válidas utilizando el Modelo de Ecuación Estructural (MEE).
Resultados
Los hallazgos revelaron varios determinantes clave que influyen en la imagen del jardín botánico y su propuesta de valor futura, particularmente en el apoyo al esfuerzo de cambiar de un mero destino recreativo a un destino turístico basado en la naturaleza que ofrece experiencias educativas.
Originalidad/valor
Este documento ofrece una nueva mirada a las funciones del marketing en redes sociales para aumentar la intención de visitar un destino turístico que se ve considerablemente afectado por la imagen del destino.
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Dahlan A. Rahman and Nuriman Abdullah
Purpose – This research aims to explore Qanun Aceh post-conflict enacted in the legislation of Government of Aceh through a Memorandum of Understanding (MoU) and enhancement…
Abstract
Purpose – This research aims to explore Qanun Aceh post-conflict enacted in the legislation of Government of Aceh through a Memorandum of Understanding (MoU) and enhancement policy of Wali Nanggroe associated with educational development.
Approach Methodology – The review of the literature links to the Qanun Aceh exploring the Wali Nanggroe institution through normative theory. A qualitative method was used to find a strategic policy of the Legislation Government of Aceh related to documents used in data analysis.
Findings – The study found the existence of the Wali Nanggroe institution brought several opportunities and challenges of unifying Aceh people post-conflict. The discussion of the Wali Nanggroe Institution has brought new dynamics in the policy and educational development in post-conflict Aceh. The Government of Aceh and the Parliament did not take the policy for educational building in order for the society to have an understanding of the Wali Nanggroe institutional position as stated in the Law of Government Aceh (LoGA).
Research Limitations – The examination of these dynamics and prospect of the Wali Nanggroe institution is linked to the policy on educational development for the Aceh people and implementation of the LoGA post-conflict of the Aceh Government and the Government of Indonesian Republic.
Practical Implications – The solution offered is to improve the educational system to give a political understanding of the Aceh people.