Modelling customers’ loyalty towards adopting Islamic mobile banking services

This study aims to find important factors of Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services. A total number of 250 customers of has participated in this research. Based on findings, continuance intention of using Islamic mobile banking services was found to be depended on usability of mobile banking services, customer service provided by Islamic banks towards mobile banking services, customer satisfaction on mobile banking services and trust of customers towards mobile banking services. In addition, mediating effect of Islamic mobile banking services continuance adoption significantly influenced by customer satisfaction and trust. By understanding these continuance intention factors among the customers, it would help the industry player particularly Islamic banking to plan and strategize appropriate policies, and support necessary programmes on diversifying and promoting financial transaction using mobile banking services among their existing and potential customers

What keeps Islamic mobile banking customers loyal?

Purpose – This study aims to find important factors of Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services. Design/methodology/approach – The primary data are collected from the survey administered to 250 customers in the Klang Valley and the analysis is conducted using partial least squares (PLS). Findings – Based on the findings, continuance intention of using Islamic mobile banking services was found to be depended on the usability of mobile banking services, customer service provided by Islamic banks towards mobile banking services, customer satisfaction on mobile banking services and trust of customers towards mobile banking services. In addition, the mediating effect of Islamic mobile banking services continuance adoption is significantly influenced by customer satisfaction and trust. Research limitations/implications – The sample size and area of study become the obvious limitations, and interpretation of the results and conclusion cannot be as generalised. In addition, as the respondents of this study are existing customers who have used Islamic mobile banking services at least once, relying on the perception of one key informant might imply cognitive biases. Besides, the use of current factors might limit the ability to explore other potentially important determinants of the customers’ continuance intention in using Islamic mobile banking services. Practical implications – By understanding these continuance intention factors amongst the customers, it would help the industry player particularly Islamic banking to plan and strategise appropriate policies and support necessary programmes on diversifying and promoting financial transaction using mobile banking services amongst their existing and potential customers. Originality/value – This paper offers an additional literature on Islamic mobile banking, especially from the Malaysian context. There is a lack of study that focuses on loyalty towards Islamic mobile banking services. The paper is considered to be the first attempt to examine the factors that influence Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services

Building integrated project and asset management teams for sustainable built infrastructure development

Purpose – This paper aims to investigate the relevance of the relationally integrated value networks (RIVANS) concept for integrating project management (PM) and asset management (AM) for total asset management (TAM). The specific objectives are to test the RIVANS for TAM concept postulated by Kumaraswamy (2011) and Kumaraswamy et al. (2012); discover ways to enable PM and AM teams to work in an integrated manner; and recommend strategies and operational measures to promote greater team integration in the industry. Design/methodology/approach – This study is based in Hong Kong with parallel studies in the UK, Singapore and Sri Lanka. Through a comprehensive questionnaire, a case study on an organization engaged in both design and construction and operations and maintenance (O&M) works, interviews and hosting a workshop (all conducted with experienced industry practitioners and experts), a set of recommendations are derived to guide the industry toward greater team integration. Findings – Early involvement of O&M staff is important for better anticipating obstacles and learning from past experiences, but PM and AM teams generally work independently with limited interaction. Priorities of the stakeholders are often different. Knowledge management is increasingly important, but knowledge sharing is not always a priority. The three focus areas in the set of recommendations developed from Hong Kong are: organizational/management structure, procurement strategies and operational mechanisms; fostering culture of team building and providing additional means of communication; and informal communication tools. Originality/value – There has been little research into the communication, interaction and integration between PM and AM priorities and teams. However, increasing industry emphasis on sustainable buildings, end-user satisfaction and designing for maintainability dictates that PM and AM teams must work closer together, hence the imperative for mapping useful directions to be pursued.postprin

Examination of Infomediary Roles in B2C E-Commerce

This article provides a parsimonious research model that assists in the study of infomediary roles in B2C E-Commerce, their level of integration and sophistication, and their impact on infomediary performance and customers’ satisfaction. After an extensive literature review, discovery, facilitation, and support roles were identified as the main roles that infomediaries perform in the B2C e-commerce arena. Based on a sample of 150 infomediaries from three industries namely automobile, retail, and travel, four hypotheses related to the research model were tested. Results suggest that infomediaries with high integration and sophistication level are found in the retail industry. In addition, not all infomediary roles exhibit the same level of integration and sophistication across the three selected industries

DRIVING FORCE OF E-LOYALTY IN ONLINE BANKING SECTOR IN THE CONTEXT OF MALAYSIA

The development of customer loyalty in online banking has become a basic issue because of the positive and constructive influence on banks' long haul productivity. With increasing Internet access, the competition is only one tick away. Customer loyalty in online banking sector appears to be essential for electronic banks both in a competitive and additionally an economic sense. Hence, there is a need to understand how customer loyalty in the online banking sector is created. Previous studies found that e-service quality, e-satisfaction, and e-trust have direct or indirect effects on the creation of e-loyalty. However, previous studies just demonstrated a piece of relationships between these variables and their effects on e-loyalty. A hole can be discovered that there is not a comprehensive view on all of the effects that service quality, customer satisfaction, and customer trust have on customer loyalty in the context of online banking. Therefore, the present research tried to provide a comprehensive model to fill the crevice of previous literature and demonstrate the relationship of e-service quality, e-satisfaction, and e-trust with e-loyalty in the online banking sector. The target sample in this investigation was experienced Internet banking users. Based on the investigation, it is discovered that e-satisfaction and e-trust assume the real role to construct e-loyalty in the online banking sector. However, e-service quality is not a predictor of customer e-loyalty towards Internet banking websites. It means that customers tend not to be steadfast even. However, the online banking service providers provide great services. The investigation impediments, suggestions, alongside directions for further research are discussed

Network capitalism and the role of strategy, contracts and performance expectations for Asia-Pacific innovation partnerships

© Springer Nature Singapore Pte Ltd. 2018. With the growth of emerging economies in Asia-Pacific over the last three decades collaboration with the aim of innovation between firms within and with partners outside the region have developed substantially. Not always have such partnerships fulfilled their anticipated strategic objectives. The literature suggests that the nature of market arrangements and the role of government within that system play a role, but also innate contracting practices and governance of innovation partnerships are related. Yet, our understanding about the specific relationships between these factors and the emerging partnership innovation culture that facilitates joint business activities in an Asia-Pacific context remains vague. In this conceptual chapter we suggest how characteristics of so called network capitalism in conjunction with the nature of contractual agreements between partners, the alignment of their innovation objectives and the ambiguity inherent in their mutual contributions to the partnership can be interpreted as indicators of joint innovation culture. However, while innovation partnerships generally may result to be bureaucratic, market, clan, or adhocracy, we discuss how in an Asia Pacific context, innovation partnerships are limited by the extent of codification and diffusion of information and the social embeddedness of economic transactions

Electronic Commerce Technologies Adoption by SMEs: A Conceptual Study

The use of Electronic Commerce (EC) technologies enables Small-to-Medium sized Enterprises (SMEs) to improve their efficiency and competitive position. However, there is a lack of a comprehensive framework that gives a multi-faceted account for the phenomenon of EC technologies adoption by SMEs. This paper therefore develops a theoretical framework of EC technologies adoption which is composed of four dimensions: perceived organisational readiness (micro level), perceived industry readiness (meso level), perceived national readiness (macro level) and the perceived environmental pressure. The proposed framework is then used to develop a more specific research model to guide future study in exploring EC technologies adoption by SMEs. The proposed framework and research model will be empirically validated by administering a survey questionnaire among SMEs in a number of developing countries

How contracts and culture mediate joint transactions of innovation partnerships

© 2016 Imperial College Press. Although the literature suggests that matters of contracting and governance in strategic innovation partnerships are interrelated and that governance of partnerships generally occurs with contractual heterogeneity, our understanding about the specific relationships between contracting and the partnership culture that facilitates joint transactions is rather vague. In this study, we clarify how the complexity of contractual agreements between partners in conjunction with the alignment of their innovation objectives and the ambiguity inherent in their mutual contributions to the partnership can be used to predict the culture of the partnership. We find that innovation partnerships result to be one of four types: bureaucratic, market, clan, or adhocracy. Our result emphasises the central role of contractual complexity as a suitable and relevant concept to capture the nature of inter-organisational innovation partnerships