Search results

1 – 10 of 18
Article
Publication date: 6 July 2010

Norizan Kassim and Nor Asiah Abdullah

The paper aims to empirically investigate the relationship between perceived service quality, satisfaction, trust, and loyalty in e‐commerce settings in two cultures – Malaysian…

31879

Abstract

Purpose

The paper aims to empirically investigate the relationship between perceived service quality, satisfaction, trust, and loyalty in e‐commerce settings in two cultures – Malaysian and Qatari – at the level of construct dimensions.

Design/methodology/approach

A survey method approach was used in this study. To test the dimensionality of the perceived service quality, all 20 items were analyzed using oblique rotation and varimax rotation. The hypotheses were tested using the structural equations modeling and general linear model of univariate analysis of variance.

Findings

Perceived service quality was found to have a significant impact on customer satisfaction. In turn customer satisfaction was found to have a significant effect on trust. Both customer satisfaction and trust have significant effects on loyalty through word of mouth (WOM) while WOM is an antecedent of repeat visits or repurchase intentions. Interestingly, trust does not directly influence the latter. With the exception of the effect of satisfaction on trust, we found no significant difference between the effects of perceived service quality on satisfaction, satisfaction on loyalty, and trust on loyalty among the Qatari and Malaysian customers indicating that the relationships in the model did not hold across the two cultural groups because the respondents have similar cultural background.

Research limitations/implications

This study suffers from a limitation in that it uses a convenience sampling technique without a fully matched profile of the respondents. However, the satisfactory fit of the estimated model allows for the study to be a basis of a reliable comparison for future research.

Practical implications

In an e‐commerce setting companies can increase customer loyalty directly by improving the ease of use, the attractiveness, and the security of their website. Thus, marketers should tailor their marketing strategies to fit each marketing environment because overseas success of their business is very much a function of cultural adaptability.

Originality/value

The major contribution of this study is that it is the first attempt to investigate the impact of word of mouth on trust and intention.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 22 no. 3
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 12 September 2016

Suharni Maulan, Nor Asiah Omar and Maisarah Ahmad

The main purpose of this paper is to develop a reliable and valid scale for measuring halal brand association (HalBA) for Islamic banks. Brand association is a core dimension of…

1651

Abstract

Purpose

The main purpose of this paper is to develop a reliable and valid scale for measuring halal brand association (HalBA) for Islamic banks. Brand association is a core dimension of brand equity that Islamic bank managers need to develop to maintain competitiveness. Using the process proposed by Churchill for developing measures of marketing constructs, an instrument to assess HalBA for Islamic bank is formulated.

Design/methodology/approach

The methodology consists of developing the scale based on a literature review and qualitative method. The proposed scale is then purified and validated through exploratory factor analysis (EFA) and confirmatory factor analysis (CFA).

Findings

Based on the EFA and CFA, the result reveals that HalBA for Islamic banks contains 15 attributes which can be categorized into three dimensions: Shari’ah-compliant association, God-consciousness association and corporate social responsibility association.

Practical implications

The scale developed could assist practitioners in further understanding the dimensions and measurement of halal bank association, particularly in Islamic banking institutions. Knowledge of the dimensions of HalBA that customers seek from an Islamic bank can help managers and marketers to design branding strategies that better meet the needs of consumers, thereby increasing their satisfaction and loyalty.

Originality/value

The concept of brand association has been explored primarily from a conventional marketing perspective. This study offers a new dimension of HalBA in the context of Islamic banks.

Book part
Publication date: 19 December 2016

Norafni @ Farlina binti Rahim

Islamic finance and Halal product sectors are thriving successfully. This chapter is a general review of the perception of Asian consumers on Islamic finance and Halal sectors in…

Abstract

Purpose

Islamic finance and Halal product sectors are thriving successfully. This chapter is a general review of the perception of Asian consumers on Islamic finance and Halal sectors in the global Halal economy.

Methodology/approach

The first section will briefly describe the Halal concept in both Islamic finance and Halal industries, and the growth of both sectors in Asian countries. The second part highlights the review of Asian consumers’ perception towards Islamic finance products and Halal products.

Findings

The review found that the consumers’ perception towards the Islamic finance products and Halal products is distinctive. This is due to the diversity of Asian countries in terms of geography, religion, culture, ethnic, school of thoughts (madzahib), income per capita and government’s involvement.

Originality/value

The third part of the chapter concentrates on planning towards Halal marketing, which involves the move and future challenges in different layers of industries to gear up and strengthen the Halal economy.

Details

Advances in Islamic Finance, Marketing, and Management
Type: Book
ISBN: 978-1-78635-899-8

Keywords

Article
Publication date: 12 August 2019

Zuraidah Zainol, Rusliza Yahaya, Juliana Osman and Nor Asiah Omar

This study aims to determine the effect of health knowledge on nutrition-label use and attitude, and consequently on healthy food choice among Malaysian Muslim consumers.

Abstract

Purpose

This study aims to determine the effect of health knowledge on nutrition-label use and attitude, and consequently on healthy food choice among Malaysian Muslim consumers.

Design/methodology/approach

This study adopts the positivist, deductive and quantitative approach. A sample consisting of 257 Muslim consumers, at least 15 years old, were selected using systematic street-intercept sampling method. Data collected using a self-administered questionnaire were analysed using descriptive statistics and structural equation modelling (SEM).

Findings

The findings reveal the significant positive effect of health knowledge on nutrition-label use and attitude towards nutrition label, but only attitude towards nutrition label significantly predicts healthy food choice.

Research limitations/implications

Though the findings add to the existing literature, provide useful information on how nutrition label could guide the consumer to make healthier food choices and serve as a reference point that could stimulate and guide future researchers and other relevant parties, this study is limited by several factors that require replication in future research.

Originality/value

This research is perhaps one of the first attempts to consider the role of nutrition label as one of the ways to comply with the Tayyib principle.

Details

Journal of Islamic Marketing, vol. 11 no. 3
Type: Research Article
ISSN: 1759-0833

Keywords

Content available
Book part
Publication date: 26 August 2019

Abstract

Details

Emerging Issues in Islamic Finance Law and Practice in Malaysia
Type: Book
ISBN: 978-1-78973-546-8

Article
Publication date: 26 February 2021

Mohd Helmi Ali, Mohammad Iranmanesh, Kim Hua Tan, Suhaiza Zailani and Nor Asiah Omar

The current complex halal food supply chain (SC) has caused food scandals, which have illustrated the weakness of multiple food quality standards and certification and audits in…

1615

Abstract

Purpose

The current complex halal food supply chain (SC) has caused food scandals, which have illustrated the weakness of multiple food quality standards and certification and audits in ensuring food safety. Drawn on the resource-based view (RBV) theory, the purpose of this study is to explore the impacts of SC integration (SCI) on halal food SC integrity and, consequently, food quality.

Design/methodology/approach

Empirical data were collected from 275 halal-certified food companies in Malaysia and analysed using structural equation modelling – SmartPLS3.0.

Findings

The results confirmed that SCI, including internal, supplier and customer integrations, has significant effects on the dimensions of the halal food SC integrity which, in turn, lead to halal food safety and quality.

Practical implications

The importance of SCI in halal food SC is highlighted in this study. The impact of SCI is contexted in halal food SC integrity and food quality. Therefore, it provides a clear understanding to managers of SC applicability in the halal food industry.

Originality/value

Based on the RBV theory, this study contributes to the limited body of research of the relationships among SCI from the context of the halal industry with a specific focus on food supply chain integrity and food quality.

Details

Journal of Islamic Marketing, vol. 13 no. 7
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 13 November 2017

Nor Asiah Omar, Zuraidah Zainol, Chan Kuan Thye, Nordiana Ahmad Nordin and Muhamad Azrin Nazri

Managing trust recovery in case of violation of halal products should be seen in light of the severity of violation as perceived by the consumer. This study aims to investigate…

Abstract

Purpose

Managing trust recovery in case of violation of halal products should be seen in light of the severity of violation as perceived by the consumer. This study aims to investigate how the severity of violation on halal directly impact negative consumer behavior (avoidance, boycott and revenge), and its moderating effect on the relationship between trust recovery and avoidance, boycott and revenge.

Design/methodology/approach

In total, 212 questionnaires were distributed amongst customers who were aware and/or had experienced the violation of a halal product in Klang Valley, Malaysia – each of whom were selected using convenience sampling methods. Data were analyzed using descriptive statistics and structural equation modelling techniques, were partial least squares (PLS) software was used to measure the direct and indirect relationships between the variables.

Findings

The results of this investigation showed that trust recovery and negative consumer behavior are negatively related; severity is positively related to avoidance, boycott and revenge; and severity moderates the relationship between trust recovery and avoidance.

Research limitations/implications

Empirically, it was found that severity and trust recovery are a significant component that influence negative consumption behavior. This study has significant implications alongside research implications despite some limitations.

Practical implications

In a severe violation case, a company needs to ensure that the strategy to fix the problem is genuine and trustworthy, as consumer trust on the recovery action by company is significance to influence customer avoidance in consuming the company’s product.

Originality/value

The uniqueness of this study exists in the fact that it is the first known one to concentrate on halal violation and examine the moderating effect of severity of halal violation on the relationship between trust recovery and negative consumer behaviors (avoidance, boycott and revenge).

Details

Journal of Islamic Marketing, vol. 8 no. 4
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 17 August 2021

Rubayah Yakob, Mohd Hafizuddin-Syah Bangaan Abdullah, Sajiah Yakob, Nooraida Yakob, Nurul Hidayah Md. Razali and Hairolanuar Mohamad

This study aims to assess enterprise risk management (ERM) practices in waqf institutions (WIs) along with their strengths and weaknesses; highlight ERM trends in WIs; and…

1160

Abstract

Purpose

This study aims to assess enterprise risk management (ERM) practices in waqf institutions (WIs) along with their strengths and weaknesses; highlight ERM trends in WIs; and determine the best ERM practices for these institutions.

Design/methodology/approach

Data were collected via structured interviews with nine WI managers in Malaysia. A standardised questionnaire was adopted for the interviews, which focussed on ERM implementation in WIs. The collected data were analysed in three steps, namely, data reduction, data display and verification/conclusion. The frequency distribution of these data were then illustrated and the mean values and differences of the studied groups/variables were examined.

Findings

WIs have a sub-optimal ERM implementation, whose aspects need to be improved over time. These institutions have focussed on their ERM practices at the strategic level yet ignored those at the operational level. Specifically, WI officers have well-defined internal environments and objectives, but risk monitoring, which ensures effective implementation of ERM, is lacking. The presence of risk management committees and units may be linked with the successful implementation of ERM. However, ERM knowledge and top management support do not show clearly associations with ERM implementation. WIs should focus on improving their ERM implementation governance.

Research limitations/implications

Findings underscore the need for WIs to launch a formal ERM programme and for relevant stakeholders to create the appropriate infrastructures that support ERM implementation, including amended rules, ERM policies and allocated funds for training and education, to promote ERM implementation knowledge and awareness. The successful implementation of ERM not only improves the service quality, sustainability and performance of WIs but also promotes the national waqf agenda as a key economic driver.

Originality/value

ERM in non-profit organisations, such as WIs, has received limited research attention relative to that in profit-driven organisations despite having unique risks. To the best of the knowledge, this study is the first to identify those trends that explain ERM practices and to determine the ERM best practices of WIs.

Details

International Journal of Islamic and Middle Eastern Finance and Management, vol. 15 no. 3
Type: Research Article
ISSN: 1753-8394

Keywords

Article
Publication date: 10 February 2020

Chih-Hsuan Huang and Yuan-Chen Lin

Hinged on the transformative service paradigm, this study investigates the relationships among employee acting, customer-perceived service quality, customer emotional well-being…

1766

Abstract

Purpose

Hinged on the transformative service paradigm, this study investigates the relationships among employee acting, customer-perceived service quality, customer emotional well-being, and their value co-creation. Feelings of gratitude among customers may moderate the effect of perceived service quality on their emotional well-being (i.e., positive and negative affects).

Design/methodology/approach

A pair study using a structural equation model was conducted to gather data from a financial service organization in a rural area.

Findings

The results show how customers perceive service quality positively impacts their emotional well-being immediately after receiving a financial service, which in turn affects their value co-creation. Hence, feelings of gratitude moderate the effect of perceived service quality on customer positive affect.

Originality/value

This study responds to calls for more studies on how service interactions influence customer well-being in the financial services context. This study is among the few that examine moderation effects of customer feelings of gratitude on their emotional well-being to explain why a positive emotion might sway their short-term well-being.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 33 no. 1
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 21 April 2020

Houriyeh Dehghanpouri, Zeynab Soltani and Reza Rostamzadeh

The purpose of this paper is to examine the effect of trust, privacy, service quality and customer satisfaction on the success of electronic customer relationship management…

4386

Abstract

Purpose

The purpose of this paper is to examine the effect of trust, privacy, service quality and customer satisfaction on the success of electronic customer relationship management (E-CRM) systems.

Design/methodology/approach

In this paper, a new model for determining the critical factors in the success of E-CRM systems is presented. The suggested model is verified using partial least squares with structural equation modeling. A questionnaire is designed and collected from 378 taxpayers in East Azerbaijan province of Iran.

Findings

The outcomes reveal that customer satisfaction is significantly influenced by the perceived quality of service. Customer satisfaction, in turn, is significantly impacted by the trust. Therefore, the quality of service, trust and privacy, through customer satisfaction, significantly affects the success of E-CRM systems.

Research limitations/implications

The main limitation can be referred to the clients that would not cooperate well as they were avoiding to give much information about the financial issue. Also, the study was conducted only in the context of Iran and a limit sample was utilized.

Practical implications

The research results help service providers improve E-CRM.

Originality/value

This study sheds light on identifying the antecedents of trust, privacy and quality of service that affect customer satisfaction; it may contribute to the theoretical framework for customer satisfaction in the context of the E-CRM. The results of the research offer practical implications for marketing managers and practitioners who prepare strategic plans and implement tools to improve the productivity or performance of the E-CRM systems. Moreover, customer satisfaction is related to the success of E-CRM systems as a result of trust, privacy and service quality. This research offers new insights into E-CRM intentions from a taxpayer in Iran.

Details

Journal of Business & Industrial Marketing, vol. 35 no. 11
Type: Research Article
ISSN: 0885-8624

Keywords

1 – 10 of 18