Predictors of reputation through university social responsibility practices in a Malaysian private university: the customer’s perspective

Social responsibility has emerged tremendously as an important field of study in the past decades. Institutions today have realised the significance of being ethical in their operations in order to attract various stakeholders, especially the customers. However, majority of the past studies on social responsibility mainly focus on big corporations, while the influence of social responsibility practices in university remains understudied. The purpose of this study was to examine the predicting factors of University Social Responsibility (USR) practices and reputation from the students’ viewpoint on one of the private higher educational institutions in Malaysia. A survey method was employed using multistage sampling. Questionnaires were distributed and generating 400 valid responses. The data were then analysed using Pearson-Product Moment Correlation and Multiple Regression test (enter method) through the Statistical Package for the Social Sciences (SPSS) version 25.0. Based on the findings, all the seven USR dimension, namely operational responsibility, stakeholder’s (student) responsibility, university-firm relationship, legal responsibility, environmental values, philanthropy responsibility, and community engagement yielded positive and moderate relationships with reputation. In addition, multiple regression analysis showed that operational responsibility, university-firm relationship, legal responsibility, philanthropy responsibility, and community engagement were the significant predicting factors that can enhance reputation in the current context. Conclusion, limitations of the study, implications of the findings, and suggestions for future study are also discussed

Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company

The study aims to investigate the relationship between service quality and customer satisfaction in a retail clothing company. The study utilized the SERVQUAL model to guide the study. Purposive sampling was applied in the study where quantitative (survey) method was employed with generating 140 valid responses. The data were then analyzed using Partial Least Squares Structural Equation Modelling through Smart-PLS 3.0. The results revealed that three (3) dimension of SERVQUAL (tangibles, empathy, and responsiveness) has a positive and significant relationship with customers. However, reliability and assurance yielded negative with customer satisfaction. In addition, out of the five determinants of SERVQUAL, assurance was found not significant to customer satisfaction. Conclusion, implications, and suggestions for future study are also discussed

Predictors of Corporate Reputation through Service Quality: A Study of Air Asia Customers Perspectives

Hospitality and tourism industries have become one of the pivotal industry that contribute to the growth of the nation's economy. However, less studies actually pay attention to the aviation industry where this industry has faced a lot of challenges and crisis in the past decade. Hence, this study aims to examine the predicting factors of service quality on corporate reputation of AirAsia in Malaysia. The study utilized SERVQUAL model to guide the study. A quantitative (survey) research design was employed wherein a total of 200 completed questionnaires was obtained from the Malaysian’s customers of AirAsia, through purposive sampling. Based on the correlation analysis, tangibility, reliability, responsiveness, assurance has a positive and moderate relationship with corporate reputation, while empathy has a positive and high relationship with corporate reputation. In addition, multiple regression analysis showed that responsiveness, assurance, and empathy were the contributing factors to corporate reputation. However, tangibles and reliability were not the predictors of corporate reputation. Conclusion, implications, and suggestion for future study were also discussed

Cadbury Malaysia Porcine DNA Case: Lessons from Crisis Management and Cultural Perspectives

Crises are inevitable and it can be happened at any point of the organization process. Thus, it is worthwhile for the organization to identify the early plan of issue or potential risk occurring within organizations as it is not easy to win the reputation warfare. Thus, this paper aims to review the Cadbury Porcine DNA case that happened in Malaysia from the perspective of crisis management and cultural approaches. The discussion of the case surrounded on the chronology of the case, crisis communication and management strategies carried out by Cadbury and lessons learned from it. This has called upon the management, especially the public relations or corporate communication department to look into it to form a strategic solution to safeguard the organization’s reputation when the crisis strike

Determinants of corporate social responsibility (CSR) and intrinsic job motivation: a case of Malaysian banking company

This study aimed to examine the relationship between dimensions of corporate social responsibility (CSR) practices and intrinsic job motivation of employees in one of the banking companies in Malaysia. The study utilised CSR framework by Bursa Malaysia with localised CSR best practices dimensions developed by Mohd Hasan (2013). Multistage sampling was employed in this study, whereby simple random sampling and cluster sampling were employed. A survey method was used in this study, whereby questionnaires were distributed to 110 bank staff (managerial and non-managerial), but with 37 valid responses received. A set of self-administered questionnaires was used as the instrument for the data collection. The data was then analysed using Spearman’s rho correlation test through the SPSS version 22.0. Based on the findings, all the dimensions namely; workplace, environment, community, and marketplace have a positive and moderate relationship with internal job motivation. Limitations of the study, implications of the findings, and suggestions for future study are also discussed

Determinants of Corporate Social Responsibility (CSR) and Intrinsic Job Motivation

This study aimed to examine the relationship between dimensions of corporate social responsibility (CSR) practices and intrinsic job motivation of employees in one of the banking companies in Malaysia. The study utilised CSR framework by Bursa Malaysia with localised CSR best practices dimensions developed by Mohd Hasan (2013). Multistage sampling was employed in this study, whereby simple random sampling and cluster sampling were employed. A survey method was used in this study, whereby questionnaires were distributed to 110 bank staff (managerial and non-managerial), but with 37 valid responses received. A set of self-administered questionnaires was used as the instrument for the data collection. The data was then analysed using Spearman’s rho correlation test through the SPSS version 22.0. Based on the findings, all the dimensions namely; workplace, environment, community, and marketplace have a positive and moderate relationship with internal job motivation. Limitations of the study, implications of the findings, and suggestions for future study are also discussed

Predictors of employees' job satisfaction through corporate social responsibility (CSR) practices in Malaysian banking company

The purpose of this study was to examine the relationship between dimensions of corporate social responsibility (CSR) practices and job satisfaction of employees in one of the banking companies in Malaysia. The study utilised CSR dimensions based on Carroll’s (2004) revised pyramid of global CSR and performance model and the elements that developed by Mohd Hasan (2013) based on extensive reviews of global and local CSR best practice standards. A survey method was employed using multistage sampling. Questionnaires were distributed to 353 bank staff (managerial and non-managerial), generating 174 valid responses. The data were then analysed using Pearson-Product Moment Correlation and Multiple Regression tests using the stepwise method through the Statistical Package for the Social Sciences (SPSS) version 22.0. Based on the findings, financial necessity under the economic dimension, compliance with certified international standards under legal dimension, and community driven under philanthropy dimension yielded positive and moderate relationships with job satisfaction. However, environmental stewardship and social reporting categorised within the ethical CSR dimension have a positive but weak correlation with job satisfaction. Multiple regression analysis showed only community driven from the philanthropy dimension and compliance with certified international standards from the legal dimension were the significant predicting factors for job satisfaction in the current context. Conclusion, limitations of the study, implications of the findings, and suggestions for future study are also discussed

Predicting factors of job satisfaction through organizational culture: a case of Malaysian private learning institution

The paper attempts to explore the dimensions of organizational culture and job satisfaction among employees in one of the private learning institutions in Malaysia. The study utilized Organizational Culture Index (OCI) developed by Wallach (1983), which comprised of bureaucratic, innovative, and supportive cultures. Multistage sampling has been used to select the sample for the survey designed. Questionnaires were distributed to 118 employees, however, only 77 yielded valid responses. The data were then analyzed with the Pearson-Product Moment Correlation test and Multiple Regression tests using the enter method through the Statistical Package for the Social Sciences (SPSS) version 22.0. The findings of the study show that bureaucratic organizational culture has a positive and a moderate relationship with job satisfaction, while, innovative and supportive organizational cultures have positive and high relationships with job satisfaction. In addition, multiple regression analysis indicates that innovative and bureaucratic organizational cultures are the predictors that enhance job satisfaction among the employees in the current private learning institution. Hence, this had called upon the management of the particular learning institutions to foster on innovative and bureaucratic organizational cultures in order to enhance the employees’ job satisfaction that will result in higher organization’s productivity. Further study to replicate the research in various industries in Malaysia to explore more on the employees’ job satisfaction is suggested. Future studies can also examine organizational culture with other variables such as leadership style, organizational commitment, and employee engagement in the Malaysian setting

Apple versus samsung patent lawsuit: an issue and crisis management approach

Crises are commonplace and it can be happened at any point of the organization process. Thus, it is worthwhile for the organization to identify the early plan of issue or potential risk occurring within organizations, as a small scale antagonist can pose a serious threat to the protagonist. Hence, it is not easy to win the reputation warfare. Thus, this paper aims to examine the crisis clusters in the Issue and Crisis Management Relational Model by applying on one of the cases which is Apple and Samsung patent lawsuit. The model suggested several stages which include pre-crisis management and post-crisis management. The discussion of the case will be surrounded on the two (2) clusters on the crisis management part, which include crisis event management and post-crisis management. The review of the case showed that Apple had won the lawsuit warfare and Samsung need to pay for the financial loss as a result of copying the design of the Apple's product. In addition, the review also showed that the model need to be seen as an integrative approach, rather than as a sequence of process. This has called upon the management, especially the public relations or corporate communication department to look into the clusters that has been suggested to form a strategic solution to safeguard the organization's reputation when the crisis strike

Students' perception on the selected facets of reputation quotient: a case study of a Malaysian public university

Past empirical studies have shown that specific facets of Reputation Quotient model positively influenced the reputation. However, the relevance of applying the Reputation Quotient model that focuses on the university setting in developing economies is still under researched. Hence, this study aims to examine the perception of current students about the dimensions of Reputation Quotient in one of the Malaysian higher education institutions (HEIs). In particular, the study aims to find out the differences between the subscales of Reputation Quotient pertaining to products and services, social responsibility, vision and leadership, financial performance, and emotional appeal facets. Multistage sampling was employed in this study, whereby simple random sampling and convenience sampling were applied. A quantitative (survey) method was employed in this study, in which questionnaires were distributed to 383 current students (local and international), but with 378 valid responses received. The data were then analyzed using descriptive statistics and one sample T-test. Based on the findings, the current students at the public HEI have a positive view about the reputation of the university. Data revealed that the students perceived positively on the subscale of Reputation Quotient pertaining to the five facets mentioned. The results call upon the management of the public HEI to focus on the dimensions mentioned in order to enhance the good perception and images from various constituents that will increase the survival of the institution in this competitive business market