Customer loyalty: The case of mobile phone users in Universiti Utara Malaysia

This research attempts to examine the relationships between service quality, switching barriers and brand image and customer loyalty in the Universiti Utara Malaysia sector. Based on the theoretical model, a comprehensive set of hypotheses were formulated and a methodology for testing them was outlined.These hypotheses were tested empirically by means of questionnaires to demonstrate the applicability of the theoretical model.The results indicate that service quality, switching barriers, and brand image are separate constructs that combine to determine loyalty, with service quality and switching barriers exerting a stronger influence than brand image.Hypotheses H1, H2 were supported, while hypothesis H3 was rejected

Customer Loyalty: The Case of Mobile Phone Users in Universiti Utara Malaysia

This research attempts to examine the relationships between service quality, switching barriers and brand image and customer loyalty in the Universiti Utara Malaysia sector. Based on the theoretical model, a comprehensive set of hypotheses were formulated and a methodology for testing them was outlined. These hypotheses were tested empirically by means of questionnaires to demonstrate the applicability of the theoretical model. The results indicate that service quality, switching barriers, and brand image are separate constructs that combine to determine loyalty, with service quality and switching barriers exerting a stronger influence than brand image. Hypotheses H1, H2 were supported, while hypothesis H3 was rejected.   Keywords: Customer loyalty, brand image, switching barriers, service quality

The relationship between Senior Management Team (SMT) and teachers’ attitude towards achieving High Performing School (HPS) status : a case study of primary schools at Johor Bahru / Farhana Yaakub ... [et al.]

The government has introduced the concept of High Performing School (HPS) as a new excellent school standard to be achieved by all schools in order to realise a national dream and vision to be a developed country in 2020 and to pursue educational development and improvement. However, the teachers perceived that the initiatives or changes would mean a heavier workload, a hindrance and a cause of confusion towards their profession. In Malaysia, a special committee was established to review the workload of teachers. Besides teaching, teachers had to deal with extra-curricular activities, classroom, student affairs, administration and clerical and other additional works. Therefore, in realizing the country’s aims in education, assessing teachers’ attitude towards these initiatives is paramount for its success. This study focuses on the association between Senior Management Team (SMT) and teachers’ attitude towards achieving HPS status. Sample population used to analyze the association and correlations were primary schools teachers in Johor Bahru, Malaysia. In addition, the data collection was done through distribution of questionnaires. After the data analysis process had been completed, the results surprisingly, indicated that this factor have positively associated with teachers’ attitude towards achieving HPS status. The result had proved on the importance of this element to influence the development of positive attitude of teachers to support the achievement of these initiatives. It is hoped that the results of the study may be useful to relevant government agencies, school’s leadership and other parties involved directly or indirectly to further assess the needs and support that should be given to teachers who work hard to meet the nation's aspirations to improve the quality of national education

Relationship between supervisor's role and job performance in the workplace training program

This study was conducted to measure the effect of the supervisor’s role in training programs on job performance in a state library in Sarawak, Malaysia.A survey method was used to collect 91 usable items from employees who have worked in the studied organization.Exploratory factor analysis and confirmatory factor analysis were conducted to assess the survey questionnaire data and found that the measurement scales met the acceptable standards of validity and reliability analyses.Next, a stepwise regression analysis was used to test the research hypotheses and their results showed two important findings: first, supervisor support positively and significantly correlated with job performance.Second, supervisor communication positively and insignificantly correlated with job performance. Statistically, this result demonstrates that supervisor support can increase job performance, but supervisor communication cannot increase job performance. Further, this result confirms that supervisor’s role acts as a partial predicting variable in the training program of the organizational sample

Empirically Testing the Mediating Effect of Distributive Justice in the Relationship between Adequacy of Benefits and Personal Outcomes

This study was conducted to examine the effect of adequacy of benefits and distributive justice on personal outcomes (i.e., job satisfaction and organizational commitment) using 583 usable questionnaires gathered from Malaysian public institutions of higher learning (PLEARNINGINSTITUTE sector). The outcomes of step-wise regression analysis showed that the inclusion of distributive justice in the analysis has increased the effect of adequacy of benefits on both job satisfaction and organizational commitment. Furthermore, the findings of this study confirm that distributive justice do act as a partial mediating variable in the benefits program models of the organizational sector sample. In addition, implications and limitations, as well as directions for future research are discussed

Kepuasan kerja adalah peramal kepada keinginan berhenti kerja secara sukarela: satu kajian di sebuah penguasa tempatan

Literatur gelagat organisasi melaporkan bahawa kajian dahulu banyak menghuraikan dimensi dalaman kepuasan kerja, iaitu kepuasan kerja intrinsik dan kepuasan kerja ekstrinsik. Agak mengejutkan apabila kajian yang dilaksanakan baru-baru ini mendedahkan bahawa tahap kepuasan kerja yang tinggi berupaya mengurangkan keinginan pekerja untuk berhenti kerja. Sifat perhubungan ini adalah penting, tetapi peranan kepuasan kerja sebagai peramal keinginan untuk berhenti kerja adalah kurang diberi penekanan dalam model kepuasan kerja. Oleh itu, kajian ini dilaksanakan untuk mengukur kesan kepuasan kerja ke atas keinginan pekerja untuk berhenti kerja menggunakan 150 borang soalselidik yang telah dikumpul daripada pekerja yang berkhidmat di dewan bandaraya kota kinabalu, sabah, malaysia. Keputusan analisa regresi “stepwise” menunjukan dua dapatan penting: pertama, kepuasan kerja intrinsik tidak mempunyai hubungan yang signifikan dengan keinginan pekerja untuk berhenti. Kedua, kepuasan kerja ekstrinsik mempunyai hubungan yang signifikan dengan keinginan pekerja untuk berhenti. Dapatan kajian ini mengesahkan bahawa tahap kepuasan kerja intrinsik yang tinggi tidak berupaya untuk mengurangkan keinginan pekerja untuk berhenti kerja. Sebaliknya, tahap kepuasan kerja ekstrinsik yang tinggi berupaya mengurangkan keinginan pekerja untuk berhenti kerja. Seterusnya, perbincangan dan implikasi kajian turut dihuraikan dalam kertas kerja ini

Relationship between supervisor’s role and job performance in the workplace training program

This study was conducted to measure the effect of the supervisor’s role in training programs on job performance in a state library in Sarawak, Malaysia. A survey method was used to collect 91 us-able items from employees who have worked in the studied organization. Exploratory factor analysis and confirmatory factor analysis were conducted to assess the survey questionnaire data and found that the measurement scales met the acceptable standards of validity and reliability analyses. Next, a stepwise regression analysis was used to test the research hypotheses and their results showed two important findings: first, supervisor support positively and significantly correlated with job perform-ance. Second, supervisor communication positively and insignificantly correlated with job performance. Statistically, this result demonstrates that supervisor support can increase job perform-ance, but supervisor communication cannot increase job performance. Further, this result confirms that supervisor’s role acts as a partial predicting variable in the training program of the organizational sample.Supervisor Role, Training, Job Performance, Public Sector