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Article
Publication date: 6 January 2025

Shahzaf Iqbal, Che Azlan Bin Taib and Mohd. Rizal Razalli

This study aims to investigate how the service quality provided by distribution companies (DISCOs) impacts consumer satisfaction, focusing on the mediating role of regulatory…

15

Abstract

Purpose

This study aims to investigate how the service quality provided by distribution companies (DISCOs) impacts consumer satisfaction, focusing on the mediating role of regulatory effectiveness as governed by the National Electric Power Regulatory Authority (NEPRA) in Pakistan’s power sector.

Design/methodology/approach

A quantitative research design was used, with data collected via online surveys from domestic electricity consumers of five DISCOs in Punjab, Pakistan. Data analysis was performed using SPSS-25 and SmartPLS-4 software.

Findings

The results indicate that service quality significantly affects both consumer satisfaction and regulatory effectiveness, with regulatory effectiveness positively mediating the relationship between service quality and consumer satisfaction.

Research limitations/implications

The limitations of this study include a cross-sectional design and multistage sampling, which may introduce bias and inadequately represent diverse demographics. Future research should involve commercial users, use longitudinal designs and adopt mixed methods for deeper insights. Nevertheless, the findings emphasize the mediating role of regulatory effectiveness in linking service quality to consumer satisfaction, highlighting the importance of governance in the electricity sector.

Practical implications

The findings offer valuable insights for policymakers, DISCO managers and regulatory bodies, underscoring the need to enhance service quality and regulatory practices to improve consumer satisfaction. Collaboration between DISCOs and NEPRA is recommended to address inefficiencies and governance issues, focusing on infrastructure development, transparency and accountability to enhance the consumer experience in Pakistan’s electricity sector.

Originality/value

This study contributes to the literature by introducing regulatory effectiveness as a mediator between service quality and consumer satisfaction within the power sector, guided by institutional theory.

Details

International Journal of Energy Sector Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1750-6220

Keywords

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Article
Publication date: 6 April 2023

Shahzaf Iqbal, Che Azlan Bin Taib and Mohd. Rizal Razalli

This study aims to examine the effect of accreditation on higher education performance, directly and indirectly, through the quality culture as a mediator in the context of higher…

843

Abstract

Purpose

This study aims to examine the effect of accreditation on higher education performance, directly and indirectly, through the quality culture as a mediator in the context of higher education, based on the perceptions of administrative and quality managers.

Design/methodology/approach

This is a quantitative study using stratified random sampling techniques to collect data through a nationwide survey of universities in Pakistan. Of the 150 questionnaires distributed, 105 are found to be valid, while the data are analyzed by partial least squares structural equation modeling (PLS-SEM).

Findings

The results provide interesting insights, including significant effects of accreditation on quality culture and higher education performance, significant effects of quality culture on higher education performance and the mediating role of quality culture in relation to accreditation and higher education performance.

Research limitations/implications

Limitations of the study include a relatively smaller sample size and the selection of administrative managers as the sole respondents. This study extends the theoretical understanding by introducing several linkages, including the link between accreditation and higher education performance, accreditation and quality culture, and by introducing quality culture as a mediator. Furthermore, the study also provides empirical evidence for all proposed links in the university setting. This study has implications for administrative and quality managers, in terms of effectively implementing accreditation standards by cultivating a quality culture at their respective universities, resulting in improved university performance.

Originality/value

This study is the first to introduce quality culture as a mediator between accreditation and higher education performance and examines the effect of accreditation and quality culture on higher education performance in the university context. Also, the interdisciplinary nature of the study makes it relevant and interesting to administrative and quality managers in the fields of higher education and quality management.

Details

The TQM Journal, vol. 36 no. 2
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 1 August 2023

Shahzaf Iqbal, Che Azlan Bin Taib and Mohd. Rizal Razalli

This study aims to investigate the mediating role of quality culture (QC) between transformational leadership (TFL), transactional leadership (TNL) and organizational performance…

395

Abstract

Purpose

This study aims to investigate the mediating role of quality culture (QC) between transformational leadership (TFL), transactional leadership (TNL) and organizational performance (OP) in higher education institutions.

Design/methodology/approach

The study collects data through a nationwide survey of administrators representing public and private universities in Pakistan using stratified random sampling techniques, while partial least squares structural equation modeling (PLS-SEM) is used for data analysis.

Findings

The results show that both TFL and TNL directly influence QC and that QC directly influences OP. Additionally, the study reveals significant indirect effects of TFL and TNL on OP through QC. However, the direct effects of TFL and TNL on OP are not empirically supported.

Research limitations/implications

This study contributes theoretically to the understanding of OP in universities by examining valuable resources (TFL, TNL) and dynamic capability (QC) as predictors while also introducing QC as a mediator to explain the underlying mechanism between TFL, TNL and OP. However, limitations include a cross-sectional design, a small sample size and reliance on administrators' perceptions as the sole respondents.

Practical implications

This study provides interesting insights for leaders, policymakers and quality managers to integrate valuable, dynamic resources and foster QC by increasing quality awareness at all departmental levels, thereby improving university performance.

Originality/value

The novelty of this study is the introduction of QC as a mediator of TFL, TNL and OP in a university setting.

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Article
Publication date: 1 June 2010

Susita Asree, Mohamed Zain and Mohd Rizal Razalli

The purpose of this paper is to investigate the operations strategy of service firms (hotels) in order to determine whether the infrastructural aspects of their operational…

11630

Abstract

Purpose

The purpose of this paper is to investigate the operations strategy of service firms (hotels) in order to determine whether the infrastructural aspects of their operational practices, i.e. leadership competency and organizational culture, would affect their responsiveness (as a cumulative capability) to their employees and customers and eventually their performance (increase in revenue).

Design/methodology/approach

The approach takes the form of an empirical analysis of data (using structural equation modeling) obtained via a questionnaire survey involving 88 hotels of various ratings in Malaysia.

Findings

The findings indicate that leadership competency and organizational culture have positive relationships with responsiveness. In addition, responsiveness has a positive relationship with hotel revenue. These findings imply that leadership competency and organizational culture are important factors for hotels to be responsive to their customers, and in turn responsiveness to customers would improve hotel revenue

Research limitations/implications

Some limitations include those that come with cross‐sectional analysis, the use of perceptual measures, and low response rate.

Practical implications

Hotel managers need not only to improve their leadership competency but also to instil an organizational culture that is supportive of their employees. These operations practices would make their hotel more responsive to customer needs, which in turn would help to improve their hotel performance.

Originality/value

There are differences between this study and prior studies. Leadership competency was examined in the context of service operations practices where evidence was provided that leadership competency would affect cumulative capability of responsiveness of service firms. Organizational culture was viewed in the context of operations practices, where the finding implies that organizational culture practices, such as attentive listening to staff, giving reward and recognition for their performance, and taking care of their welfare, would lead to a positive effect on the ability of a hotel to be responsive toward their customer needs.

Details

International Journal of Contemporary Hospitality Management, vol. 22 no. 4
Type: Research Article
ISSN: 0959-6119

Keywords

Available. Content available
Article
Publication date: 1 June 2010

Fevzi Okumus

381

Abstract

Details

International Journal of Contemporary Hospitality Management, vol. 22 no. 4
Type: Research Article
ISSN: 0959-6119

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Article
Publication date: 20 September 2024

Salini Devi Rajendran, Nitty Hirawaty Kamarulzaman and Azmawani Abd Rahman

This paper aims to examine the influence of supply chain management by assessing the relationship between internal and external integration and small and medium enterprises (SMEs…

156

Abstract

Purpose

This paper aims to examine the influence of supply chain management by assessing the relationship between internal and external integration and small and medium enterprises (SMEs) owners’ Islamic practices in enhancing halal supply chain integrity (HSCI) and SMEs’ performance.

Design/methodology/approach

A total of 176 SMEs were surveyed using a self-administered questionnaire. The sample was selected using convenience sampling from two major halal exhibition events in Malaysia. Structural equation modeling (SEM) was used to analyze the data and test the hypotheses.

Findings

The findings showed that supply chain integration (SCI), Islamic human capital and HSCI have a significant relationship with SMEs’ performance. It was also found that HSCI mediated the relationship between both SCI and Islamic human capital and SMEs’ performance.

Practical implications

SME owners or managers should be committed to developing the internal processes within the organization and strategizing to link these processes with the external processes to obtain the full benefits of integration. Furthermore, as the upper management, owners and managers must understand the supply chain challenges, priorities and practices thoroughly, as they are responsible for Islamic business ethics. They should work to provide support to increase religious orientation in the SMEs, as this would likely enhance all other factors.

Originality/value

This is one of the few types of research to use HSCI as a mediator in halal food studies in addition to improving SMEs’ performance.

Details

Journal of Islamic Marketing, vol. 15 no. 12
Type: Research Article
ISSN: 1759-0833

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Article
Publication date: 11 February 2022

Michael Alexander Kruesi and Luka Bazelmans

This paper reviews the past 20 years of empirical research, based on the resource-based view (RBV) of the firm, in hospitality and tourism literature. There has been a significant…

1596

Abstract

Purpose

This paper reviews the past 20 years of empirical research, based on the resource-based view (RBV) of the firm, in hospitality and tourism literature. There has been a significant increase in empirical RBV-grounded management research throughout the 2000s. However, to date, there has been no systematic assessment of the RBV in both qualitative and quantitative empirical hospitality and tourism literature. The purpose of the present paper, therefore, is to review and analyse the approaches employed in empirical hospitality and tourism research founded on the RBV, provide an overview and suggest how to further advance the RBV as a framework for future research.

Design/methodology/approach

The present study systematically reviews empirical RBV-based hospitality and tourism studies, published between 2000 and 2019. Through a well-defined and replicable inclusion/exclusion criterion, a sample of 122 studies was identified and reviewed.

Findings

It was found that while the RBV has received support in both quantitative and qualitative studies, the way in which researchers have utilised it in quantitative and qualitative research varies considerably in terms of the types of resource examined, the measurement variables used and the terminology/theoretical sub-stream employed. To increase the effectiveness of the RBV as a theoretical foundation in future research, its application needs to become more consistent across different studies, allowing for the development of a unified theory. Several shortcomings of the extant literature are identified, including the practical utility of the RBV; the tautology inherent in RBV-based research; the limited amount of qualitative research and the limited focus on industry contexts other than hotels, not to mention the current abundance of research with a Western perspective. These shortcomings lead to the suggestions for future research.

Research limitations/implications

The implications raised in the present study are, firstly, the current body of hospitality and tourism literature founded on the RBV is lacking in certain areas, which highlights the need for further research. Secondly, the confusion arising from its tautologies have negatively impacted the usefulness of the RBV for researchers and practitioners alike. Finally, focusing on lower than firm-level competitive advantage will allow researchers to provide more meaningful recommendation to practitioners.

Originality/value

This is the first systematic review of both qualitative and quantitative hospitality and tourism research founded on the RBV. It provides an overview of this theory, with the aim of highlighting what has already been explored while aiding the further development of the theory in hospitality and tourism research.

Details

Journal of Hospitality and Tourism Insights, vol. 6 no. 2
Type: Research Article
ISSN: 2514-9792

Keywords

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