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Small-medium enterprise (SME) service industry is an industry that continues to experience growth in developed and developing countries, including Indonesia. SME service industry that engaged in the service industry, namely, rental for generator set, air conditioner and sound system. In recent years, this SME has been experienced in declining in sales and getting some complaints from their customers. Many studies suggest that service quality and customer satisfaction are the key factors in the service industry. The purpose of this paper is to analyze the quality of service based on the customer’s perspective.

Data was collected using a combination of literature review, interview, brainstorming and questionnaires and analyzed by using importance-performance analysis (IPA) and quality function deployment (QFD) model.

This research resulted in nine technical requirements that allow the company to focus on these attributes to help the company enhance its customer satisfaction.

Based on the theory, applying service quality, IPA and also QFD will result in customer satisfaction. Practically the enhancement in customer satisfaction is not as easy as expected. Nowadays, customers always expect more and more and it is impossible to fully captured customers’ needs and always satisfy customers. Nevertheless, for this research company can understand their customers better, companies can evaluate their performances based on the customers’ perspective and know their customers’ needs. The company also know their strengths and weaknesses to allocate the resources and maximize their potential. Last but not least, the company is able to know their strategic priority that needs to be done for their better performance in the future to fulfill their customers’ needs and hope to enhance their customer satisfaction

A lot of research about customer satisfaction but still limited especially in the service industry in Indonesia using a combination of IPA and QFD model. So this research will give benefit for SMEs in Indonesia to allocate their resources more effectively by looking at the results of the four quadrants of IPA and house of quality (HOQ) framework can be used for a company as the references for their priority strategic option. Yet, to keep improving, the company recommended reviewing HOQ periodically.

This paper examines the impact of corporate governance attributes and ownership structure patterns on corporate performance of Malaysian listed companies following the revised code on corporate governance in 2007. To provide an insightful assessment on the revised code's implications on firm performance, data before (2006) and after (2009) the revised code in 2007 were analyzed.

The study involves analyses of 170 observations in a two-year period, 2006 and 2009. The sample of the study was selected on the basis of a stratified random sampling procedure to allow a representative sample of the various sectors listed on Bursa Malaysia. Based on data extracted from the annual reports of 2006 and 2009, corporate performance was captured using accounting performance indicators (return on assets and return on equity). In addition to descriptive analyses, multiple regression analysis was used to assess the influence of the governance and ownership structure attributes on firm performance.

The findings revealed a decreasing trend of the financial performance of the sample companies over the two-year period which this study attributes to the recent global financial meltdown. In terms of corporate governance compliance, the results showed that there were cases of non-compliance of the basic requirements of the corporate governance code in Malaysia even after the revised code in 2007. In addition, the multiple regression results showed that only board meetings had significant negative association with firm performance following the revised code. None of the other variables had significant impact on firm performance before and after the revised code. Firm size and leverage, as control variables, however, showed significant association with firm performance.

Given the lack of non-compliance by some of the sample companies in Malaysia to some basic requirements such as the required percentage of independent directors on corporate boards and the insignificance of governance attributes in enhancing performance, this study suggests that the revised code needs reinforcement, at best, or even an overhaul change to suit more to the Malaysian business environment.

In distinction from most prior studies, this study provides ex-ante and ex-post examination of the relationship between corporate governance and firm performance, following changes in the regulatory environment. Such analysis is expected to have some practical implications in indicating whether recent regulatory changes are practiced in the corporate environment. This study draws evidence from Malaysia in adding to our understanding on whether changes in regulatory frameworks enhance firm performance.

University research and academic laboratory facilities are key elements in the support of a successful education and research experience. World-class universities consider the functionality of these facilities as a matter of high priority. The functionality of research and academic laboratory facilities is strongly linked to the productivity of students, teachers and researchers who use these facilities. Thus, the purpose of this paper is to evaluate the functional performance of eight university laboratories using the space syntax approach.

The methodology involved the measurements and drawing of as-built floor plans of selected academic and research laboratories. The main benchmarks involved in measuring the functional efficiency, such as mean depth (MD) of space and real relative asymmetry (RRA), were analyzed using the A-graph software and Microsoft Excel spreadsheets.

The results show that “Type D” (chemistry teaching laboratory) and “Type C” (concrete teaching/research laboratory) laboratories have the tendency to be more accessible, efficient and flexible compared to the other laboratory layouts with MD and RRA values of 5.947 and 3.472, and 4.287 and 1.674, respectively.

This study shows that the functional efficiency of academic and research laboratories can be influenced by the spatial configuration of the space, as presented by the space syntax theory. Space syntax benchmark elements, such as MD, RRA, R and H*, can be used to compare various spatial arrangements, and the results can inform decisions on ways to re-arrange the space for optimum efficiency.

It is hoped that the idea of space syntax theory in the evaluation of the functional efficiency of laboratory facilities, illustrated in this research, is of significant contribution to the enhancement of the research and educational experience of concerned stakeholders in teaching and research environments.

COVID-19 has dramatically changed consumer behaviour and has significantly changed all business processes. Business organisations must be able to deal with the pandemic and rapid pace-based changes to enable flexible remote purchases. In this survey, the purpose of the inventory management strategy is to be considered, and the next one is to identify the design change based on the three main factors: economic order quantity, just-in time, and supplier partnership. The model in this study was built on HCMs or hierarchical component models by placing the 3 main factors as a higher-order construct (HOC) with 11 lower-order constructs (LOCs) that compose each higher construct. The findings in this study show that Inventory Shortages, Just-in Time Delivery by Supplier (JITDS), and Suppliers’ Quality (SQ) are the most significant forming components for each construct. The findings can be used to reference the academic and practical reorganisation of inventory management strategies. By empirically investigating the relationship between inventory management strategy components and operational performance, this study contributes to the on-going scholarly discussion on the link between inventory management strategy components and operational performance.

New information and communication technologies have transformed the ways businesses communicate and maintain relationships with their customers. In this chapter, we review the main topics in academic research pertaining to digital marketing and relationship perspectives. The discussion involves email and website marketing, search engine marketing, user-generated content, co-creation marketing, social media marketing, prosumption marketing in the sharing economy, immersive marketing and AI-based marketing. On this basis, the chapter proposes some future research directions including influencer marketing, live streaming, social service enhancement and the dark side of social media marketing, consumer-to-consumer interactions on two-sided platforms, psychological mechanisms related to the use of mixed realities, and the experience of AI-enabled service automation and relevant ethical issues. Furthermore, emerging technologies such as the Internet of things (IoT) and blockchain are expected to be the next breakthrough in marketing, which warrant further research to examine their impact on the customer-firm relationship. It is suggested the researchers could focus on the adoption and application of blockchain technology, participative marketing via IoT, as well as the privacy and data protection issues related to these technologies. This chapter provides a comprehensive picture of the connection between digital marketing and relationship marketing in academic research.

This paper longitudinally examines the intellectual capital (IC) disclosure practices of Nigerian banks following the restructuring exercise and the subsequent policy changes in the Banking sector.

Content analysis of annual reports of the banks was carried out over a period of four years (2006‐2009), a period following the consolidation exercise and the subsequent introduction of the mandatory code of corporate governance. A self‐constructed IC disclosure checklist was used to measure the extent of IC information disclosed in the annual reports. A number of statistical techniques were performed to assess the trend of IC disclosures and compare the IC disclosure categories.

The results show that the overall IC disclosures of the Nigerian banks increased moderately over the four year period. Human and internal capital disclosures dominated the banks' IC disclosures, with only internal capital disclosures showing a significant increasing trend over time.

The increasing trend of IC disclosures of the banks suggests that the introduction of the mandatory code of corporate governance had positive implications on IC reporting practices. Hence, the findings of this study give support to previous research that established a strong positive association between IC disclosures and corporate governance development. However, this study only examines the IC disclosures of Nigerian banks following the reformation of the banking sector. Future research should incorporate other countries experiencing similar regulatory changes.

The introduction of the corporate governance code might have positively influenced the IC disclosure practices of the banks. However, the results had shown that the IC disclosures were mainly inconsistent and discursive in nature. Hence, the regulatory authorities, accounting setters and other relevant government agencies may wish to devise a detailed IC reporting framework for the banking sector.

Despite the significance of the banking sector to any economy, the IC disclosure practices of the banks largely remained unexplored. This study provides a much needed longitudinal assessment of the IC disclosures in the case of Nigerian banks following a major consolidation exercise and the introduction of a mandatory code of corporate governance specifically designed for the banks. The study also represents the first empirical investigation of IC reporting practices in Nigeria.

With the aim to provide a global view of factors affecting mark-up size on construction projects, this study performs a meta-analytical review of the relevant studies over the past 20 years.

The analytical process involved the identification and evaluation of the importance of critical factors affecting mark-up size on construction projects, and the assessment of the generalisability of findings of the meta-analysis. A random-effects model was adopted in the statistical meta-analysis.

The results show that there are 23 critical factors, and the top five factors are: (1) competitiveness of other bidders; (2) number of bidders; (3) relationship and past experience with client; (4) experience on similar project; and (5) project size. A heterogeneity test further shows that there is no statistically significant heterogeneity across the studies, reinforcing the generalisability of the findings to a global context.

The list of critical factors from a global perspective should form a good basis for future efforts in bidding model development.

The research findings have practical implications to both construction clients and contractors in formulating their contracting practices and strategies.

This is the first meta-analysis of a sizeable collection of replicated studies on factors affecting mark-up size on construction projects in the literature.

A significant amount of ozone-depleting chlorofluorocarbons is emitted during the production of building materials. With the world population expected to increase by 21.3% from 2030 to 2050, the demand for construction materials is set to rise, necessitating a shift toward eco-friendly options to preserve the ecosystem. Bamboo emerges as a promising solution to meet sustainable construction goals. This study aims to investigate bamboo’s potential as a sustainable construction material, evaluating its impact on construction productivity and safety.

A systematic literature review was conducted, using relevant keywords to retrieve journal articles from the Scopus, Web of Science and Google Scholar databases. Articles were screened, and only those meeting the inclusion criteria were reviewed.

Bamboo offers numerous advantages as a construction material, including cost-effectiveness, abundance and strength, making it a viable alternative to traditional building materials with a reduced environmental impact. However, its widespread acceptance encounters significant challenges. The use of bamboo in construction can both positively and negatively affect productivity and safety in construction organizations.

This study proposes a framework for improvement that construction stakeholders can adopt to enhance bamboo’s utilization in construction while maintaining high productivity and safety standards.

While previous studies have advocated for increased bamboo utilization in construction, this study goes further to explore the implications for productivity and safety in construction.

Over recent years, brand semiotics have been gaining the marketing practitioners' attention for designing their brand strategy. Hence, to address this gap, the current study investigates the effect of semiotic product packaging on brand experience dimensions, brand trust and purchase intent of reputed major brands of fast-moving consumer good (FMCG) products.

The data for this study were collected by administering a questionnaire-based survey from 254 respondents from the Delhi National Capital Region (NCR) of India, using systematic sampling. Structural equation modeling has been used to test the conceptual model and examine the hypotheses developed in the study.

The results present evidence of the growing influence of semiotic product packaging upon consumer brand trust and purchase intentions. The study suggests that brand semiotics positively influence customer brand experience, brand trust and purchase intention of FMCG products.

The research findings will benefit FMCG companies to identify how to apply semiotics in packaging to improve consumers' brand experience and influence intent to purchase.

Research in brand semiotics on product packaging is limited, as most prior studies focus on brand semiotics in advertising, product design improvement and retail design. The present study has investigated the impact of semiotics on brand experience dimensions in product packaging, which is emerging as a critical concern for the FMCG sector particularly in the post-COVID period.

In the early 2000s, a wave of new practices concerning the adaptive reuse (AR) of historic buildings into boutique hotels began in Yazd, Iran. This study presents the findings of a postoccupancy evaluation (POE) of adaptively reused historic buildings into boutique hotels. It aims to explore and prioritize the main factors of architecture's physical aspects in the adapted buildings.

In order to carry out a POE, hotel guests' written reviews from online international and national travel platforms were analyzed. According to this preliminary analysis, a questionnaire was designed and randomly distributed among 300 hotel guests. The data obtained from the questionnaire were analyzed using SPSS software. Principal component analysis (PCA) was used to reduce a set of indicators into the main components.

The findings revealed that “preliminary physical feasibility study and evaluation of building's functional potential” is the most important component with a weight of 0.709. Then, “adaptive reuse design” and “quality of building conservation” are placed with a weight of 0.232 and 0.058, respectively. The results show the mere attention of practitioners to architectural restoration rather than adapting historic buildings into boutique hotels in Yazd. Also, the lack of a specific framework for this purpose is felt in Iran.

Future research could evaluate the architectural aspects of historic buildings that have been converted into various functions from the main users' views.

This research's main contribution is to recommend guidelines for more user-friendly boutique hotels. This includes principal components and their sub-indicators that should be considered in the AR process of historic buildings by conservators, investors and hoteliers. Also, the extracted factors can be implemented for boutique hotels' improvements in operation because they determine the order of priority from the users' viewpoint.

This study introduces a new application of POE in the field of conservation of heritage assets and the hospitality industry; it focuses on the evaluation of the users' feedback regarding the architectural aspects of adaptively reused historic buildings into boutique hotels based on original empirical data.