Muhammad Kashif, Siti Zakiah Melatu Samsi, Zainudin Awang and Mahadzirah Mohamad
The customer experience quality (EXQ) cannot be measured by using traditional tools to investigate service quality. There is a need to use new tools to directly measure EXQ from a…
Abstract
Purpose
The customer experience quality (EXQ) cannot be measured by using traditional tools to investigate service quality. There is a need to use new tools to directly measure EXQ from a customer perspective. The current study aims to contribute in this domain of knowledge and validate EXQ scale by linking it to marketing outcomes of satisfaction, loyalty and word of mouth in Malaysian private healthcare settings.
Design/methodology/approach
The authors collected data from 330 randomly selected Malaysians, visiting private hospitals in the city of Kuala Lumpur. The data analysis is performed by confirmatory factor analysis using structural equation modelling – SEM – procedures.
Findings
The results reveal that two dimensions of EXQ scale moments of truth and peace of mind are highly valued by customers. Furthermore, the EXQ perceptions significantly contribute to satisfaction and loyalty. In a mediating relationship, the customer satisfaction is found to be a positive and significant variable.
Practical implications
Healthcare marketing policymakers should emphasize on recruitment of frontline staff – individuals with strong interpersonal skills and expertise who are able to create a memorable customer service experience.
Originality/value
The study is an original contribution to the existing body of knowledge – generally in services marketing literature and specifically in the field of healthcare marketing with a focus on customer experience in a developing country context of Malaysia.
Details
Keywords
Zurina Mohaidin, Koay Tze Wei and Mohsen Ali Murshid
The purpose of this paper is to examine the factors of environmental attitude, motivation, destination image, word-of-mouth, and perceived service quality to predict the tourists’…
Abstract
Purpose
The purpose of this paper is to examine the factors of environmental attitude, motivation, destination image, word-of-mouth, and perceived service quality to predict the tourists’ intention to select sustainable tourist destination. It also aims to investigate the moderating effect of knowledge on the relationship between environmental attitude and the tourists’ intention to select sustainable tourist destination.
Design/methodology/approach
Using survey design, 300 self-administrated questionnaires (both online/hard copy) were distributed to both local and international tourists at different tourism locations in Penang state in Malaysia. A total of 161 questionnaires were returned and analysed by using SPSS and smart PLS software.
Findings
The findings found that environmental attitude, motivation, and word-of-mouth significantly influenced the tourists’ intention to select sustainable tourism destination, while destination image and perceived service quality have not a significant influence in this study. Furthermore, this study proved that knowledge negatively moderates the positive effect of the environmental attitude on tourists’ intention to select sustainable tourism destination.
Research limitations/implications
The findings offer important managerial implications for managers of tourism destinations and decision makers in understanding what motivates influence tourists’ intention in selecting sustainable tourism destination. The research scope was limited to convenient sampling and one city (Penang). Thus, the results could not be generalised to all Malaysia or other countries.
Originality/value
This research contributes to extending knowledge in sustainable tourism destination in the context of emerging markets, especially Malaysia. Moreover, this study found a way to examine the relationship between the environmental attitude and tourists’ intention to select sustainable tourism destination.
Details
Keywords
Hamdy Abdullah, Fahru Azwa Mohd Zain, Hafizan Juahir, Hazrin Izwan Che Haron, Azimah Ismail, Talat Islam and Sheikh Ahmad Faiz Sheikh Ahmad Tajuddin
This study aims to construct comprehensive index of Tahfiz empowerment taking into account various factors such as social, intellectual, physical and religious, as well as…
Abstract
Purpose
This study aims to construct comprehensive index of Tahfiz empowerment taking into account various factors such as social, intellectual, physical and religious, as well as economical. According to Maqasid Shariah, Malaysia has to establish a Tahfiz Empowerment Index (TEI) for the implementation of National Tahfiz Education Policy (NTEP) to ensure that Tahfiz institutions assist students’ development in a productive and meaningful way consistent with Islamic values and national educational objectives.
Design/methodology/approach
This study proposes the TEI using Maqasid Shariah to offer an organized framework for evaluating and improving the quality and social relevance of Tahfiz institutions. The TEI weaves the five fundamental aims of Maqasid Shariah – preserving religion, protecting life, fostering intellect, preserving lineage and ensuring economic sustainability – into measurable indicators. Comprehensive review of the literature supports the TEI and its using experts, and the TEI assigns equal weightage to each dimension and has provisions to address biases.
Findings
The TEI consists of five fundamental aspects: preservation of religion, life, intellect, lineage and economic sustainability. The results imply that systematic way of evaluating and enhancing performance of Tahfiz institution is crucial as the study proves the institution’s importance in the development of its students.
Research limitations/implications
The TEI provides a systematic framework to be used in future empirical research that searches for the operation of Tahfiz institutions and their outcome. Moreover, it serves as a theoretical basis for further research on Islamic education and its alignment with Maqasid Shariah. It also propounds a holistic and inclusive approach encompassing improvement in educational possibilities.
Practical implications
The TEI has useful managerial and policy implications for the improvement of Tahfiz institutions. It can be used as a benchmark whenever the policymaker is in doubt about the quality, safety and equitable distribution of resources in education to achieve Malaysia’s NTEP objectives. The TEI also provides practical, tangible performance indicators for evaluation and benchmarking, resource allocation and strategy planning. It integrates Maqasid Shariah principles, focusing on areas like spiritual and intellectual development, economic sustainability and community engagement.
Social implications
The TEI as part of Sustainable Development Goals 2030 contributes to social benefits: integrating the principles of Islamic education and human dignity and social welfare. It erases the existing gaps by providing the necessary means through such practices as offering vocational training to underprivileged students, contributes to social responsibility by enhancing mental health and encouraging services to the community, and ultimately improves community involvement through volunteerism and collaborations. Also, TEI directs the distribution of funds toward programs that should benefit underprivileged learners, thus maintain sustainable fund allocation as well as promoting social responsibility as per NTEP objectives.
Originality/value
This study presents a novel index grounded on Maqasid Shariah which is useful for assessing and improving the Tahfiz institutions. It gives a definite and systematic method of evaluating these institutions’ degrees of empowerments to meet all the diverse roles they play in the society.