Determinants of Customer Loyalty Towards Prepaid Mobile Cellular Services in Malaysia

This research focuses on the determinant factors of customer loyalty of the prepaid segment in the telecommunication industry. Customer is important in the telecommunication industry especially in the prepaid segment where there is no contractual relationship between customer and service provider. This study examines the relationships between customer satisfaction, service quality, perceived value and trust with customer loyalty. This research also examines the role of customer satisfaction as a mediator factor and switching cost as a moderator factor towards customer loyalty. The consideration of putting both mediator and moderator factors in this research allows a more precise descriptions on the relationship between all the variables mentioned and the outcome of the research. Hypothesized relationships are tested using survey responses from a sample of 398 respondents. The study sample was the students studying in Malaysian Universities. Results revealed a positive relationship between customer support service, service reliability, emotional value and trust with customer loyalty. Apart from that, customer satisfaction mediates the relationship between various determinant factors and customer loyalty. Switching cost does not moderate the relationship between customer satisfaction and customer loyalty. The results reported in this research are useful to both industry and academics in Malaysia, by providing relevant empirical data about customer loyalty in the telecommunication Industry. Results are compared with earlier findings and implications for future research are discussed. The results should be able to recommend the strategy in customer loyalty especially in the prepaid mobile services. This study could also be of interest to other on-line services firm, which shares the same characteristics with mobile phone service provider

Customer satisfaction and purchasing intention in airline service quality: a case study of Malaysia Airlines

This study is an attempt to determine to what extent service quality impacts on passengers’ satisfaction and thus purchasing intentions of the flight between Kuala Lumpur and London by Malaysia Airlines. This study applied quantitative methodology to discover the relationship between service quality, customer satisfaction, and purchasing intentions among airline passengers. The study findings were based on a survey of 120 Malaysia Airlines passengers. Forty-eight British and seventy-two Malaysian passengers voluntarily took part in the survey of describing the level of passengers’ satisfaction and purchasing intention with the service provided by Malaysia Airlines between both nationalities. Five-point Likert scale was used to assess the respondents’ level of perception, satisfaction and purchasing intention. Results based on the data gathering and analysis show that, Malaysia Airlines’ passengers of both nationalities were at good level. This study shows that the service quality provided meet the expectations of passengers. Additionally, this study was only limited to the sample of Malaysia Airlines’ passengers who took part in the questionnaires. Further investigation in this area of research could deliver deeper information and findings to be useful to both academicians and practitioners

The Effect of Service Quality and Corporate Image on Student Satisfaction and Loyalty in TVET Higher Learning Institutes (HLIS)

The 11th Malaysia Plan has emphasised that TVET HLIs is expected to increase the number of enrolment, improve quantity and quality of graduate to meet industry demand. This is not an easy task.  In a competitive higher learning sector, previous researches revealed that TVET institutes is facing challenges such as service quality and image issue which could have effect the level of student satisfaction and loyalty. Thus, the main objective of this research is to measure the linkages of service quality, corporate image, student satisfaction and loyalty in one framework for TVET HLIs. Stimulus- Organism- Response (SOR) model is adapted to conceptualise the relationship between the constructs. Six hypotheses have been developed. The scope of study is focus on student from TVET HLIs under higher education institutes of Council of Trust for the People (MARA). Since this study adapted quantitative method, a set of questionnaire was used for data collection. 398 data were collected and analysed using SPSS and PLS-SEM. The measurement model indicated that the measurement items are reliable and valid. The structural model indicates that there is a direct and significance effect between service quality, corporate image, student satisfaction and student loyalty. Thus, all hypotheses are supported. This research suggested that future research to investigate the mediating effect in the research framework and the scope of study to be extended to other TVET HLIs

EXPLORATORY STUDY OF STUDENTS’ DECISION FOR ENROLMENT AT UNIVERSITI KUALA LUMPUR BUSINESS SCHOOL CAMPUS

Purpose of Study: This research focuses on factors influence students’ decisions making to enrol at private Higher Education Institution (HEI). Methodology: The underpinning theory applied in this study was Theory of Planned Behavior (TPB) applied for institution rankings, institution facilities, and employment opportunities. Questionnaire was used to collect the data over 100 of students in Universiti Kuala Lumpur, Business School Campus. Data were analyzed by employing exploratory factor analyses and reliability analyses.SPSS version 24 applied. Results: The result revealed for factor loading all items above 0.5, institution facilities remarks the highest Kaiser Meyer-Olkin (KMO) with .877 and for Cronbach’s alpha with .924

Case study: Does cellular market saturated in Malaysia?

Mobile phone services in Malaysia have seen a remarkable growth in the number of subscribers since year 2000. At the end of 2014, Malaysia has 44.9 million subscribers in total, or 148.3 percent penetration rate according to the statistics on "Cellular Phone Subscribers" by the Malaysian Communications and Multimedia Commission (MCMC)

FACTORS INFLUENCE UNDERGRADUATE STUDENTS’ DECISION MAKING TO ENROLL AND SOCIAL MEDIA APPLICATION AS AN EXTERNAL FACTOR

Purpose:  This study conducted to classify factors of fixed Higher Education Institution (HEI) characteristics influenced students' decision making to enroll at private HEI and social media application as an external factor exclusively in Malaysia phenomena. The main focus of this research was to determine the relationship between independent variables (academic programs, tuition fees, location, institution rankings, institution facilities, employment opportunities, social media application) influence dependent variable (decision making); and to determine the major factor that influence students' decision making to enroll at private HEI. Methodology: The underpinning theory applied in this study was Theory Reason Action (TRA) for social media application, while Theory of Planned Behavior (TPB) applied for academic programs, tuition fees, location, institution rankings, institution facilities, and employment opportunities. Five hundred (500) questionnaires distributed at selected private HEI around Kuala Lumpur and Selangor. Respondent was an undergraduate student semester one the year 2018 only. Data were analyzed using SPSS version 24. Results: Findings indicated result for direct effect revealed decision making were significant in the relationship between tuition fees, location, institution ranking, institution facilities, employment opportunities, and social media application thus hypothesis H2, H3, H4, H5, H6, and H7 accepted. Implications: Therefore, the only academic program was insignificant with decision making thus hypothesis H1 rejected. While the major factor that influences students' decision making to enroll at Private HEI in rank number one was employment opportunities H6 (β = .301; p = .000 < .05). Thus, Results of direct effects indicated there is a relationship between employment opportunities and students’ decision making to enroll at private HEI

INFLUENCE OF ACADEMIC PROGRAM, TUITION FEES AND LOCATION ON STUDENTS’ DECISIONS TO ENROLL AT UNIVERSITI: A STUDY OF KUALA LUMPUR BUSINESS SCHOOL CAMPUS

Purpose of Study:  This research focuses on three factors influence students’ decisions making to enroll at private Higher Education Institution (HEI) namely as academic program, tuition fees and location as independent variable and students’ decision making as dependent variable. Theory of Planned Behavior (TPB) applied for this study. Methodology: The survey consists of questionnaire responded by 100 undergraduate students in Universiti Kuala Lumpur, Business School Campus. Data were analyzed by employing exploratory factor analyses and reliability analyses. SPSS version 24 applied. Main Findings: The result revealed for factor loading all items above 0.5, academic program remarks the highest Kaiser Meyer-Olkin (KMO) with .804 and for Cronbach’s alpha tuition fees was the highest one with .819. Implications/Applications: The present study helps in investigating the factors which influence students’ decisions making to enroll at HEI

Entrepreneurial Orientation Effects on Market Orientation and SMEs Business Performance – A SEM Approach

This paper examines the relationships between entrepreneurial orientation, market orientation, and firm performance. There has been relatively little research that examines the relationship between strategic orientations, such as entrepreneurial orientation and market orientation and their consequences on firm performance in developing countries. This paper represents an attempt to do so from the Malaysian perspectives. A response from sample of 386 management of SMEs in Malaysia which were obtained by mail survey are tested on their Hypothesized relationship using SEM analysis method with SEM AMOS 18 and SPSS 17 applications. The findings show that the entrepreneurial orientation and market orientation exert a positive effect on firm business performance. The reported results in this paper present an important ground for SMEs management in formulating and implementing strategies to improve their business performance. This paper provides recommendations for entrepreneurs of how their entrepreneurial orientation and market orientation influenced their firm performance. Research’s limitations and recommendations for future research were also discussed

Purchasing Behaviour among Small Medium Enterprise (SME) customer during Covid-19 Pandemic using 7Ps approach.

Covid-19 Pandemic has an impact toward the businesses wide range inclusive Small Medium Enterprise (SME). The main purpose of this study is to investigate the purchasing behaviour of SME customer during Pandemic Covid -19 by using 7Ps approach. This study measured the relationship between 7Ps factors with purchasing behaviour in SME. Based on reliability test, all constructs are reliable and fit for mass data collection. Using convenience sampling, 105 of good questionnaires was able to be obtained for analysis using Statistical Package Social Science (SPSS) Statistic 26. Pearson correlation has been used to measure the relationship between 7Ps factors and purchasing behaviour. The result shows that all 7Ps factors has strong and positive relationship with purchasing behaviour. Factors with highest correlation with purchasing behaviour is People (0.903). This is followed by Product (0.766) and Price (0.747). Factors with least correlation with Purchasing behaviour is Place (0.558). These findings provided contribution to the literature in this field and help SME owner to strategies their businesses to retain and increase number of customers. This study can be expended to include customer retention in the framework

Debt maturity and Shari’ah compliance : evidence from Malaysian panel data

This paper investigates the effect of firm-specific characteristics on debt maturity in Malaysia. We examine the impact of Shari’ah compliance on debt maturity structure by grouping companies based on compliance status as governed by the Securities Commission of Malaysia over the sample period of 2007 to 2016. The results indicate that Shari’ah compliant firms tend to have longer debt maturity structure indicating that the nature of compliance determines the maturity structure of companies in Malaysia as managers of these firms tend to focus on mitigating liquidity risks potentially faced. In addition, Shari’ah compliant firms also tend to have lower bankruptcy costs. Contrary to their non-compliant counterparts, managers of Shari’ah compliant firms tend to change debt maturity structure as a signaling tool whilst opting for longer structures in periods of positive share price performance. We also find that Shar’iah compliance has no impact on firms’ strategy of matching debt to asset maturity structure.peer-reviewe