The purpose of this research is to identify what factors influence a customer satisfaction and re... more The purpose of this research is to identify what factors influence a customer satisfaction and re-purchasing intention and to identify if customer's Intentions are different between a mobile shopping mall and Internet Shopping mall. To perform empirical analysis for the mobile shopping mall, this research reapplied the factors of Parasuraman et al. [77] in a Internet shopping mall, including reliability, reactivity, tangibility. and this research also applied the factors of a mobile properties, including ubiquity, localization, instant connectivity. The empirical results of this research indicate that all hypotheses in our model are significant; However, the factors of a mobile properties negatively. The results of a analysis indicate that the mobile properties in a mobile shopping mall are not significant yet. and customer's recognition in both mobile shopping mall and Internet shopping mall are the similarity. In Conclusion, with the rapid growth of the Mobile Shopping mall market, many mobile shopping mall researches based on customer's Intentions must be published. Therefore, this research will be the foundation of these researches.
This study attempts to explore different approaches of franchisee satisfaction within an academic... more This study attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and their influence on performance and intention to remain in the network, and eventually manage the franchise network for long-term continuity. This study was conducted in Malaysia over a sample of 68 respondents representing 19 franchised colleges within Universiti Teknologi MARA's (UiTM) network. The findings suggest five dimensions of franchisee satisfaction namely social interaction, service support, financing, assurance and competence. Hence, UiTM should be able to ascertain the level of services provided, and to determine which dimensions need improvement. Knowing the strengths and weaknesses of these dimensions and their relative influence may result in better allocation of resources so as to provide a better service to the franchised colleges. This study has also sought to contribute further to the growing literature on franchising by advancing a new 23-item measuring instrument, which is specifically tailored for academic franchising. Such a valid and reliable measuring scale would be a tool that tertiary institutions could use to improve their performance in the light of increasing competition with the development of global academic franchising.
International Journal of Business and Society, 2021
Business environment is highly competitive for food & beverage (F&B) industry due to the low entr... more Business environment is highly competitive for food & beverage (F&B) industry due to the low entry barrier. In order to improve their financial performances, F&B manufacturers opt to offer contract manufacturing services (CMS). There is a formal relationship established between the service provider and the buyer. However, the impact of service quality on retaining the business relationship particularly has not been empirically investigated. To fill this gap, this study explores the determinants of contract manufacturing service quality (CMSQ) and the interrelationship between CMSQ, customer satisfaction and loyalty of the F&B CMSs’ customers in Malaysia. Four focus group interviews (28 participants) were held in this study and they comprised 12 contract manufacturers and 16 business customers. Three new dimensions were discovered from the focus group interviews; product development capability, Halal certification and outcome quality in addition to the SERVQUAL dimensions. Relevant i...
Studies in manufacturing areas have empirically indicated that good operational practices have le... more Studies in manufacturing areas have empirically indicated that good operational practices have led to superior operational performances. However, these studies have been overshadowed by manufacturing based management practices rather than services. In service operations management studies, over emphasis is being placed on service quality which is based on the customer's perceptions and expectations. Thus, there is a need to re-evaluate the approach towards the understanding of service operations management as a mechanism in achieving competitive advantage. To fill the void, this study is carried out in a service setting and is seen from the perspective of the service operations manager. The approach used in the study is both qualitative and quantitative. The procedures employed revealed six factors that are critical for the establishment of a holistic service operations management. Correlations analyses showed relatively strong relationship within the factors. Further unidimensionality, reliability and validity analysis concluded that the factors model fit well and represents a reasonably close approximation in the population. The study offers a systematic approach framework for the empirical understanding of operations management in a service setting.
People with disabilities require consistent and inclusive healthcare services from the related st... more People with disabilities require consistent and inclusive healthcare services from the related stakeholders to leverage their socio-economic well-being. Seven focus group discussions (participated by community-based rehabilitation centre managers, trainers, and parents) were conducted in Malaysia. Each group had 10-15 participants. The discussions were audio-recorded and analysed carefully to form meaningful themes. The findings suggested six important dimensions of rehabilitation service excellence culture: Trainee orientation, Competitor orientation, Inter-functional coordination, Excellence-driven, Long-term focus, and Employee orientation. These dimensions and their respective items would be used to operationalise the multi-item measures for the quantitative questionnaire survey.
Medical students constitute a small part of the university population and are young people with h... more Medical students constitute a small part of the university population and are young people with high level of knowledge and creativity that the state focuses on training. They are important human resources to meet the industrial expectations, typically for national health. The employment of medical college graduates is not only related to the happiness of thousands of families, but also related to the quality of people's life and health, economic development, and social stability in China. In the face of increasingly severe employment situation, how to alleviate the "employment difficulty" of college students has aroused widespread concern in the society. In career planning education, the medical college students should be encouraged to know themselves, improve themselves, and improve their employment competitiveness. At present, the career planning education of college students in China still remains at the level of employment guidance, which needs to be constantly im...
Sustainable socioeconomic development service dimensions, determining the suburban residents’ sat... more Sustainable socioeconomic development service dimensions, determining the suburban residents’ satisfaction from the residents’ perspectives, have yet to be contextually identified for more effective policies and strategies to benefit the targeted households. This case-based empirical research paper aims to examine the relevant sustainable suburban socioeconomic service dimensions from the residents’ perspectives. Interviews and questionnaire survey data were employed to identify the numerous dimensions and items in relevance. Batu Kawa suburban in Kuching (Sarawak, Borneo), Malaysia, was chosen based on its exemplary socioeconomic development and multi-ethnicity. The survey involved 283 respondents. The findings reveal that there were ten dimensions for the sustainable socioeconomic development service dimensions. The findings also indicate that the residents were generally satisfied, but there is still room for further improvement, especially in terms of public transport system, ro...
International Journal of Service Management and Sustainability, 2020
There are many types of eco-cultural tourism products and the homestays are popular in Malaysia. ... more There are many types of eco-cultural tourism products and the homestays are popular in Malaysia. In Sarawak, the Longhouse homestay programmes are attractive to foreign tourists and the tourists from China are great potential customers. Hence, the expectations and experiences of the China tourists need to be wellunderstood as they might have different expectations. The main objective of this exploratory research was to identify the important dimensions and specific aspects of the China tourists’ experiences with the longhouse homestays, specifically with a Bidayuh longhouse in Kuching. It was a qualitative research using site visits and focus group interview. The visits and interviews involved fiveChina tourists. The contents of the interviews were analyzed and their experiences were categorized to form more than 15 dimensions with the respective items. The fifteen dimensions were, namely: Journey, ICT, Communication with Tourist, Culture, Moral,Education, Tourist Service, Tourist E...
Proceedings of the 2019 6th International Conference on Biomedical and Bioinformatics Engineering
In this paper, the roles of attitudinal factors and fish were investigated to explore their relat... more In this paper, the roles of attitudinal factors and fish were investigated to explore their relationships with the health performance of individuals. Specifically, the variables included were: Health Orientation (HO), Diet Orientation (DO), Life Satisfaction (LS), Attitude toward Fish (ATF), Fish Consumption (FC) Demographic variables and Health Performance (HP). A total of 300 respondents participated in the structured questionnaire survey. The data analyses included multi-item scale reliability, Chi-square, means, t-Test, ANOVA and multiple regression analyses. The influences of the various socio-demographic variables on attitudes and personal health were investigated accordingly. The attitudinal factors (i.e., Attitudes towards Health and Eating, Life Satisfaction and Attitudes towards Fish) had shown significant positive relationships with the personal health performance of individuals. The results suggested that the human factor engineering in biomedical sciences is essential. The attitudinal factors are potential determinants for personal health and should be managed effectively and efficiently.
International Journal of Academic Research in Business and Social Sciences
Owner satisfaction is one of the most important tools for evaluating and improving housing develo... more Owner satisfaction is one of the most important tools for evaluating and improving housing developer performance and government housing policies. The quality of government low-cost housing projects must be monitored, and data on owner satisfaction can assist. Owner satisfaction in low-cost housing, on the other hand, has been studied primarily in public lowcost flats. The purpose of this study was to investigate the factors that influence owner satisfaction in low-cost terrace housing. 806 questionnaires were distributed, and 403 completed questionnaires were collected from the study's target respondents. Five low-cost terrace housing areas in three regions of Sarawak were surveyed. Multiple regression analysis was used to investigate the factors that contribute to owner satisfaction. The findings show that in all three regions, homeownership, housing policies of developers, and house quality are the three key elements that have a substantial impact on owner satisfaction. In the Southern and Northern Regions, developer housing policies are a major determinant in owner satisfaction, whereas in the Central Region, homeownership is important. Only in the Central Region does the social environment component considerably influence owner satisfaction. Surprisingly, in the Northern Region, the cost of the home does not much affect how satisfied the owners are with their homes. This study was restricted to Sarawak means that it might not be applicable to other regions. To validate the results, additional research is needed in other geographic locations or with different home designs.
The purpose of this research is to identify what factors influence a customer satisfaction and re... more The purpose of this research is to identify what factors influence a customer satisfaction and re-purchasing intention and to identify if customer's Intentions are different between a mobile shopping mall and Internet Shopping mall. To perform empirical analysis for the mobile shopping mall, this research reapplied the factors of Parasuraman et al. [77] in a Internet shopping mall, including reliability, reactivity, tangibility. and this research also applied the factors of a mobile properties, including ubiquity, localization, instant connectivity. The empirical results of this research indicate that all hypotheses in our model are significant; However, the factors of a mobile properties negatively. The results of a analysis indicate that the mobile properties in a mobile shopping mall are not significant yet. and customer's recognition in both mobile shopping mall and Internet shopping mall are the similarity. In Conclusion, with the rapid growth of the Mobile Shopping mall market, many mobile shopping mall researches based on customer's Intentions must be published. Therefore, this research will be the foundation of these researches.
This study attempts to explore different approaches of franchisee satisfaction within an academic... more This study attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and their influence on performance and intention to remain in the network, and eventually manage the franchise network for long-term continuity. This study was conducted in Malaysia over a sample of 68 respondents representing 19 franchised colleges within Universiti Teknologi MARA's (UiTM) network. The findings suggest five dimensions of franchisee satisfaction namely social interaction, service support, financing, assurance and competence. Hence, UiTM should be able to ascertain the level of services provided, and to determine which dimensions need improvement. Knowing the strengths and weaknesses of these dimensions and their relative influence may result in better allocation of resources so as to provide a better service to the franchised colleges. This study has also sought to contribute further to the growing literature on franchising by advancing a new 23-item measuring instrument, which is specifically tailored for academic franchising. Such a valid and reliable measuring scale would be a tool that tertiary institutions could use to improve their performance in the light of increasing competition with the development of global academic franchising.
International Journal of Business and Society, 2021
Business environment is highly competitive for food & beverage (F&B) industry due to the low entr... more Business environment is highly competitive for food & beverage (F&B) industry due to the low entry barrier. In order to improve their financial performances, F&B manufacturers opt to offer contract manufacturing services (CMS). There is a formal relationship established between the service provider and the buyer. However, the impact of service quality on retaining the business relationship particularly has not been empirically investigated. To fill this gap, this study explores the determinants of contract manufacturing service quality (CMSQ) and the interrelationship between CMSQ, customer satisfaction and loyalty of the F&B CMSs’ customers in Malaysia. Four focus group interviews (28 participants) were held in this study and they comprised 12 contract manufacturers and 16 business customers. Three new dimensions were discovered from the focus group interviews; product development capability, Halal certification and outcome quality in addition to the SERVQUAL dimensions. Relevant i...
Studies in manufacturing areas have empirically indicated that good operational practices have le... more Studies in manufacturing areas have empirically indicated that good operational practices have led to superior operational performances. However, these studies have been overshadowed by manufacturing based management practices rather than services. In service operations management studies, over emphasis is being placed on service quality which is based on the customer's perceptions and expectations. Thus, there is a need to re-evaluate the approach towards the understanding of service operations management as a mechanism in achieving competitive advantage. To fill the void, this study is carried out in a service setting and is seen from the perspective of the service operations manager. The approach used in the study is both qualitative and quantitative. The procedures employed revealed six factors that are critical for the establishment of a holistic service operations management. Correlations analyses showed relatively strong relationship within the factors. Further unidimensionality, reliability and validity analysis concluded that the factors model fit well and represents a reasonably close approximation in the population. The study offers a systematic approach framework for the empirical understanding of operations management in a service setting.
People with disabilities require consistent and inclusive healthcare services from the related st... more People with disabilities require consistent and inclusive healthcare services from the related stakeholders to leverage their socio-economic well-being. Seven focus group discussions (participated by community-based rehabilitation centre managers, trainers, and parents) were conducted in Malaysia. Each group had 10-15 participants. The discussions were audio-recorded and analysed carefully to form meaningful themes. The findings suggested six important dimensions of rehabilitation service excellence culture: Trainee orientation, Competitor orientation, Inter-functional coordination, Excellence-driven, Long-term focus, and Employee orientation. These dimensions and their respective items would be used to operationalise the multi-item measures for the quantitative questionnaire survey.
Medical students constitute a small part of the university population and are young people with h... more Medical students constitute a small part of the university population and are young people with high level of knowledge and creativity that the state focuses on training. They are important human resources to meet the industrial expectations, typically for national health. The employment of medical college graduates is not only related to the happiness of thousands of families, but also related to the quality of people's life and health, economic development, and social stability in China. In the face of increasingly severe employment situation, how to alleviate the "employment difficulty" of college students has aroused widespread concern in the society. In career planning education, the medical college students should be encouraged to know themselves, improve themselves, and improve their employment competitiveness. At present, the career planning education of college students in China still remains at the level of employment guidance, which needs to be constantly im...
Sustainable socioeconomic development service dimensions, determining the suburban residents’ sat... more Sustainable socioeconomic development service dimensions, determining the suburban residents’ satisfaction from the residents’ perspectives, have yet to be contextually identified for more effective policies and strategies to benefit the targeted households. This case-based empirical research paper aims to examine the relevant sustainable suburban socioeconomic service dimensions from the residents’ perspectives. Interviews and questionnaire survey data were employed to identify the numerous dimensions and items in relevance. Batu Kawa suburban in Kuching (Sarawak, Borneo), Malaysia, was chosen based on its exemplary socioeconomic development and multi-ethnicity. The survey involved 283 respondents. The findings reveal that there were ten dimensions for the sustainable socioeconomic development service dimensions. The findings also indicate that the residents were generally satisfied, but there is still room for further improvement, especially in terms of public transport system, ro...
International Journal of Service Management and Sustainability, 2020
There are many types of eco-cultural tourism products and the homestays are popular in Malaysia. ... more There are many types of eco-cultural tourism products and the homestays are popular in Malaysia. In Sarawak, the Longhouse homestay programmes are attractive to foreign tourists and the tourists from China are great potential customers. Hence, the expectations and experiences of the China tourists need to be wellunderstood as they might have different expectations. The main objective of this exploratory research was to identify the important dimensions and specific aspects of the China tourists’ experiences with the longhouse homestays, specifically with a Bidayuh longhouse in Kuching. It was a qualitative research using site visits and focus group interview. The visits and interviews involved fiveChina tourists. The contents of the interviews were analyzed and their experiences were categorized to form more than 15 dimensions with the respective items. The fifteen dimensions were, namely: Journey, ICT, Communication with Tourist, Culture, Moral,Education, Tourist Service, Tourist E...
Proceedings of the 2019 6th International Conference on Biomedical and Bioinformatics Engineering
In this paper, the roles of attitudinal factors and fish were investigated to explore their relat... more In this paper, the roles of attitudinal factors and fish were investigated to explore their relationships with the health performance of individuals. Specifically, the variables included were: Health Orientation (HO), Diet Orientation (DO), Life Satisfaction (LS), Attitude toward Fish (ATF), Fish Consumption (FC) Demographic variables and Health Performance (HP). A total of 300 respondents participated in the structured questionnaire survey. The data analyses included multi-item scale reliability, Chi-square, means, t-Test, ANOVA and multiple regression analyses. The influences of the various socio-demographic variables on attitudes and personal health were investigated accordingly. The attitudinal factors (i.e., Attitudes towards Health and Eating, Life Satisfaction and Attitudes towards Fish) had shown significant positive relationships with the personal health performance of individuals. The results suggested that the human factor engineering in biomedical sciences is essential. The attitudinal factors are potential determinants for personal health and should be managed effectively and efficiently.
International Journal of Academic Research in Business and Social Sciences
Owner satisfaction is one of the most important tools for evaluating and improving housing develo... more Owner satisfaction is one of the most important tools for evaluating and improving housing developer performance and government housing policies. The quality of government low-cost housing projects must be monitored, and data on owner satisfaction can assist. Owner satisfaction in low-cost housing, on the other hand, has been studied primarily in public lowcost flats. The purpose of this study was to investigate the factors that influence owner satisfaction in low-cost terrace housing. 806 questionnaires were distributed, and 403 completed questionnaires were collected from the study's target respondents. Five low-cost terrace housing areas in three regions of Sarawak were surveyed. Multiple regression analysis was used to investigate the factors that contribute to owner satisfaction. The findings show that in all three regions, homeownership, housing policies of developers, and house quality are the three key elements that have a substantial impact on owner satisfaction. In the Southern and Northern Regions, developer housing policies are a major determinant in owner satisfaction, whereas in the Central Region, homeownership is important. Only in the Central Region does the social environment component considerably influence owner satisfaction. Surprisingly, in the Northern Region, the cost of the home does not much affect how satisfied the owners are with their homes. This study was restricted to Sarawak means that it might not be applicable to other regions. To validate the results, additional research is needed in other geographic locations or with different home designs.
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Papers by Boo Ho Voon