Mohd Nasir, Yaisna Rajkumari and Mohd Adil
To build long-term relationships and gain a competitive edge, marketers need to provide customers with unique and distinct experiences that they cannot find in other companies…
Abstract
Purpose
To build long-term relationships and gain a competitive edge, marketers need to provide customers with unique and distinct experiences that they cannot find in other companies. According to the literature, after-sales service helps to achieve these goals. By modeling the linkages between after-sales service, service quality, customer attitude and purchase intention, this study aims to understand how customers perceive after-sales service in decision-making in kitchen appliance industry.
Design/methodology/approach
Through purposive sampling, 324 respondents, primarily female, answered a structured questionnaire about their perception of after-sales service for kitchen appliance products. Previously well-established, validated scale measures from the extant literature were used. The responses were gathered using a seven-point Likert scale.
Findings
According to the findings, after-sales service quality is vital in kitchen appliance buying decisions. Accordingly, the higher the quality of service perceived by the customer, the more favorable the brand's attitude and purchase intention will be. Additionally, brand reputation was found to be an essential moderator between customer attitude and purchase intention, suggesting that the reputation of the kitchen appliance brand plays a positive and significant role in consumers’ purchase intentions.
Originality/value
It is well known that after-sales service plays a crucial role in current business scenarios, but empirical research on kitchen appliances has been scarce. This study aims to fill a void in the existing literature by investigating the relationships between after-sales service, after-sales service quality, customer attitude and purchase intention in the domain of kitchen appliances.
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Nikhil Dogra, Mohd Nasir and Mohd Adil
The present study aims to examine how shopping values affect consumers' shopping well-being and, subsequently, their revisit intentions and word-of-mouth. The study also examines…
Abstract
Purpose
The present study aims to examine how shopping values affect consumers' shopping well-being and, subsequently, their revisit intentions and word-of-mouth. The study also examines how recreational shopping consciousness influences the link between shopping values and consumers' shopping well-being.
Design/methodology/approach
The authors tested the proposed hypotheses using PLS-SEM. Based on data generated from 314 users through an e-survey, the study validated the research model. Further, the study examines how recreational shopping consciousness moderates the link between dimensions of shopping values and shopping well-being.
Findings
The findings show that except for social value, other shopping values influence consumers' shopping well-being, which subsequently influences their revisit intention and word-of-mouth. Moreover, the study also shows that recreational shopping consciousness significantly and positively moderates the relationship between dimensions of shopping values and shopping well-being.
Practical implications
The current study finds that playfulness contributes more to consumers' shopping well-being. Hence, it is imperative for managers to offer enjoyable elements in their e-retailing platforms so that consumers could enjoy navigating their websites. In addition, through metaphorical and sentimental appeals, managers could also use promotional messages that reflect the hedonistic lifestyles that consumers actually follow.
Originality/value
Utilizing the value-satisfaction-loyalty lens, this study is pioneering as it investigates the contribution of shopping values to the overall psychological and emotional state of individuals. As a novel research endeavor, this study sheds light on the intricate relationship between consumers' shopping values and their well-being in the realm of e-retail.
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Pg Mohd Faezul Fikri Ag Omar, Haneffa Muchlis Gazali, Mohd. Nasir Samsulbahri, Nurul Izzati Abd Razak and Norhamiza Ishak
The purpose of this paper is to deliberate on the establishment of zakat (Islamic alms) on oil and gas in Malaysia. Being one of the five Islamic pillars, zakat contributes…
Abstract
Purpose
The purpose of this paper is to deliberate on the establishment of zakat (Islamic alms) on oil and gas in Malaysia. Being one of the five Islamic pillars, zakat contributes significantly to the country’s socio-economic development and prosperity. However, in Malaysia and other Islamic countries, there is not yet a proper mechanism for calculating zakat on extracted minerals. Similar to gold and silver, oil and gas are valuable minerals, which, upon extraction, are subject to zakat payment. In Malaysia, however, this is not the case.
Design/methodology/approach
This study uses a qualitative method. It presents a thorough review on the stipulation for paying zakat on minerals, specifically oil and gas. The deliberation is based on secondary data entailing a comprehensive content analysis of prominent books on the subject, current zakat rulings and legal acts on oil and gas.
Findings
Oil and gas are subject to zakat payment, as indicated in several Qurʾānic verses and based on the academic reasoning of Muslim scholars. The zakat calculation for oil and gas entails the nisāb (minimum threshold value of the assets) but not the ḥawl (the requirement for one full Islamic year of ownership for the assets), by analogy with zakat on agricultural produce. Despite the obligation to pay zakat on minerals under the zakāt al-māl (alms due on wealth) category, oil and gas is yet to be fully subject to this practice in Malaysia, although the country is known as an oil-producing Muslim country. Several legislative acts covering the managerial and business side of oil and gas operations have long been established, but the provision on zakat remains unclear. Hence, comprehensive legislation is needed to fine-tune the Malaysian oil and gas system, particularly with regard to zakat.
Research limitations/implications
This study relies mainly on secondary data and literature without performing any empirical investigations.
Practical implications
In terms of academic implication, this study enriches the existing body of knowledge on zakat. Practical implications would include enhanced decision-making concerning zakat on oil and gas on the part of zakat institutions, policymakers and the government of Malaysia.
Originality/value
This study provides practical and academic contributions to the deep understanding of zakat on oil and gas, which has received very little attention in the existing body of literature. Despite being limited in literature, this is a breakthrough study that sheds light on zakat on oil and gas.
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Zaimah Abdullah, Mohd Hisham Mohd Sharif, Ram Al Jaffri Saad, Arifatul Husna Mohd Ariff, Md Hairi Md Hussain and Mohd Herry Mohd Nasir
This paper aims to explore the factors of social media adoption by zakat institutions.
Abstract
Purpose
This paper aims to explore the factors of social media adoption by zakat institutions.
Design/methodology/approach
This study uses qualitative data as the main source of evidence. Data were collected using semi-structured face-to-face interviews. Ten respondents from eight zakat institutions across Malaysia were interviewed. Judgement sampling and snowballing techniques were used to select respondents. Data analysis was done in three phases, namely, data reduction, data display and conclusion confirmation.
Findings
The findings of this study found perceived benefits, ease of use, accessibility, formalization, training, management push and indirect public push to be the determinant factors that contribute to the adoption of a social media application in zakat institutions. They are discussed and organized into a few groups under four categories, namely, technological, organizational and environmental contexts based on the TOE framework.
Research limitations/implications
This study contributes to the existing body of knowledge in technology adoption understanding with the engagement of a range of Technology Organization Environment (TOE) framework. However, for future research, quantitative data involving the zakat payers should be anticipated to further understand the issue.
Practical implications
Output from this study may be useful to the adoption champions within zakat institutions, such as decision-makers and marketing officers. These people can help to provide guidelines and steer managers to focus on the identified factors in this study when adopting social media.
Social implications
The finding from this study may help to increase the efficiency of two-way communication between zakat institutions and the community. It was found that the adoption of social media improved communication activities with the public and better handling of negative perceptions towards zakat institutions. The findings proved that using social media applications in zakat institutions can help create a better organizational image for the public by publishing instant and continuous news feeds on activities that specifically cater to the need of the asnaf. This can alleviate negative perceptions that zakat institutions are only good in collecting money, but not effective in helping the poor.
Originality/value
Previous zakat literature has focussed on different issues such as the determinants of zakat compliance behaviors, zakat fund management, distribution of funds, zakat information system and digital marketing; however, little is known about how and why zakat institutions adopt social media applications as a communication tool with the public. Thus, this research makes a difference by focussing on a new aspect of study in the zakat environment, which aims to explore the factors of social media adoption by zakat institutions. This study also proposes the new appropriate TOE framework to understand the adoption behaviour by the zakat institution towards social media application.
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Mohd Nasir, Mohd Adil and Aruna Dhamija
Under a dynamic business environment that is seen today, organizations need to adopt the right blend of strategies to attract, retain and maintain customers. Extant marketing…
Abstract
Purpose
Under a dynamic business environment that is seen today, organizations need to adopt the right blend of strategies to attract, retain and maintain customers. Extant marketing literature has shed light on some key roles that after-sale service and the larger customer support system could play in attaining the same. Specifically, this paper aims to attempt to model the linkages between after-sales service, service quality, customer satisfaction, customer loyalty and word of mouth (WOM).
Design/methodology/approach
A structured questionnaire was used to collect data from 280 two-wheeler owners, who had a recent experience of after sales service at their respective authorized service centers, through purposive sampling method.
Findings
The findings reveal that both customer loyalty and repurchase intention significantly and positively mediate the relationship between customer satisfaction and word of mouth. This indicates that satisfied customers are more likely to be loyal to the service firms and would spontaneously engage themselves with positive word of mouth.
Originality/value
Despite the increasing importance of after-sales service, empirical researches on this subject have been quite limited. This study aims at filling the void in extant literature by examining the inter-relationships between after-sales service, service quality, customer satisfaction and WOM.
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Mohd Arwab, Mohd Adil, Mohd Nasir and Mohd Ashraf Ali
The purpose of this study is to analyse the perception of employees towards training and also examine the mediation effect of employee engagement between training and task…
Abstract
Purpose
The purpose of this study is to analyse the perception of employees towards training and also examine the mediation effect of employee engagement between training and task performance.
Design/methodology/approach
An integrated model has been developed highlighting the relationship of the motivation for training and support for training and their implications on task performance through the mediating role of employee engagement. Using the sample of 397, structural equation modelling has been used with the help of SPSS and AMOS to validate the hypothesized relationship and evaluate the responses of employees working in travel agencies operating in Delhi (capital), India.
Findings
The findings of this study demonstrated a positively significant relationship between training and task performance of employees in the tourism and hospitality industry. Simultaneously, employee engagement positively mediates the relationship between training and task performance directly and indirectly. This study goes over the ramifications of the findings and offers some suggestions for practical implementations.
Practical implications
The findings of this study can be used by managers and HR professionals to organize exclusive training programs for improving employees’ performance based on the dimensions used in this study. This study also suggests that training program enhances employee engagement in organizational activities which leads to build up team work and overall organizational as well as individual performance.
Originality/value
This study also introduces a conceptual model and theoretical framework that provide a significant contribution to the training and task performance of employees. This study provides a strong theoretical foundation by incorporating the social exchange theory to confirm the role of employee engagement in performance. Further, this novel piece of research explores the relationship between training and task performance with employee engagement as a mediator, especially in the Indian tourism and hospitality industry.
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Shamsul Nahar Abdullah, Nor Zalina Mohamad Yusof and Mohamad Naimi Mohamad Nor
This paper seeks to examine the effects of Malaysian Code on Corporate Governance on the nature of financial restatements in Malaysia and whether corporate governance…
Abstract
Purpose
This paper seeks to examine the effects of Malaysian Code on Corporate Governance on the nature of financial restatements in Malaysia and whether corporate governance characteristics are associated with financial restatements.
Design/methodology/approach
Data for this paper are obtained from annual reports that had been restated for the period of 2002‐2005 with firm‐years being the unit of observation. A control group comprising non‐restating firms is formed using match‐pair procedures where restated and non‐restated firms are matched by size, industry, exchange board classification, and financial year end. The data are subsequently analyzed using a t‐test, the Pearson correlation and logistic regression.
Findings
The results show that the primary reason for misstating the accounts is to inflate earnings. The nomination committee of the firms that restated is found to be less independent with higher managerial ownership. The logistic regression analysis indicates that the extent of ownership by outside blockholders deters firms from misstating accounts. Surprisingly, audit committee independence is associated with the likelihood of financial misstatement. Financial restatements, nevertheless, are not found to be associated with board independence, managerial ownership, and CEO duality. Finally, the results show that firms with high level of debts are more likely to commit in financial misstatement.
Practical implications
The research is significant as it provides evidence on the role of corporate governance, especially the independence of the nomination committee and extent of ownership by outside blockholders in Malaysia. It shows that outside blockholders is effective in disciplining managers so that the accounts so prepared are not misleading. The move in 2007 by the Malaysian Government to require companies audit committee to be composed of only independent and non‐executive directors, as well as requiring audit committee members to be financially literate, should be seen as important in ensuring the effectiveness of the audit committee.
Originality/value
This research is considered as the first study which examines the effects of corporate governance variables on the incidents of financial restatements in a developing country. The findings of this paper would be useful for policy makers in evaluating the importance of corporate governance in emerging countries, specifically on the issue of quality financial reporting.
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Mohd Nasir Hazira, Elangkovan Narayanan Alagas, Muslim Amin, Norol Hamiza Zamzuri and Mohd Mohd Zairul
This paper aims to explore the best practices in marketing strategies for the Malaysian business event industry.
Abstract
Purpose
This paper aims to explore the best practices in marketing strategies for the Malaysian business event industry.
Design/methodology/approach
A qualitative methodology was adopted to collect primary data from semi-structured interviews. The informants included ten experts from the Malaysian business event industry. The data collected were then grouped using the ATLAS.ti (v.8) software for thematic analysis. A trustworthiness assessment was applied to increase the credibility and ensure the rigour of the qualitative findings.
Findings
The qualitative results revealed the following final themes: event marketing, the marketing plan, the 7 Ps of the marketing mix, strength, weaknesses, opportunities and threats (SWOT) analysis and traditional and digital marketing. Interestingly, three inductive themes were also emerged as follows: relationship marketing, unique selling points (USPs) and key opinion leaders.
Research limitations/implications
This study looked at Malaysian business events and focused only on findings from the industry expert's perspective. In the future, further investigation may concentrate on other business event industry players such as destination marketing companies, airline operators, travel intermediaries, clients, suppliers, universities and the government.
Practical implications
The findings offer a holistic approach to increase Malaysia's competitiveness among other primary business event host destinations in the Asian-Pacific, improve its worldwide and Asian-Pacific rankings and better position the country as a preferred business event destination during the coronavirus disease 2019 (COVID-19) pandemic.
Originality/value
This is the first such study to date, which has never been explored in qualitative academic research. This study has substantial implications for various business event industry stakeholders in Malaysia.
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Sharifah Intan Zainun Sharif Ishak, Yit Siew Chin, Mohd Nasir Mohd Taib and Zalilah Mohd Shariff
This study aimed to explore the understanding of Malaysian adolescents towards concept of physical activity (PA) and their perceived facilitators and barriers in practising an…
Abstract
Purpose
This study aimed to explore the understanding of Malaysian adolescents towards concept of physical activity (PA) and their perceived facilitators and barriers in practising an active lifestyle.
Design/methodology/approach
Using a quota sampling method, a total of 12 focus group discussions (FGDs) were performed at two secondary schools, which were randomly selected in Selangor. This study involved 72 adolescents (males = 51.4%, females = 48.6%) aged 13–14 years. Based on ethnicity, there was an equal number of Malay, Chinese and Indian participants (n = 24, 33.3%). For analysing the outcome from the FGDs, thematic analysis was applied.
Findings
The adolescents perceived exercise and PA as structured games. They perceived that exercise could have positive effects on the body, appearance and health, and PA as a daily routine. Common differences between exercise and PA were based on frequency, intensity, energy and venue. Perceived facilitators in practising an active lifestyle include concern about body or health, have companions, familial or peer influence, availability of facilities in the neighbourhood and have scheduled time for exercise. Time constraint, no motivation, physically unwell or tired, no companion, security issue at playground or exercise facilities or venue, and weather were mentioned as barriers in practising an active lifestyle.
Originality/value
This study contributed to an improved understanding of the adolescents’ concept of PA, as well as their perceived facilitators and barriers in practising an active lifestyle. The study suggested that health intervention should embrace a way of promoting the immediate advantages of practicing an active lifestyle in order to reinforce the importance of an active lifestyle among adolescents. Furthermore, future intervention should emphasise on educating the adolescents on ways to cope with environmental barriers when practicing an active lifestyle.