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

Assessing the Relationship Between Service Quality and Customer Satisfaction in the Malaysian Automotive Insurance Industry

Globalization and open market system have created the complex competitive environment not only for the manufacturing sector but also for the service sector. The necessity to own a car coupled with affordable prices across the globe due to innovative production cost in the automotive industry has surged in the last two decades. Every car owner is legally bound to have car insurance, be it in the developed countries or developing countries. By servicing their customer base with superior and professional service, many insurance companies are able to reap a huge profit. Satisfying their customer is essential in every service industry and since these issue plays a critical role for the insurance companies, assessing the relationship between service quality and customer satisfaction can help managers to meet the needs’ of customer better by providing superior service. The main aim of this study is to assess the relationship between service quality and customer satisfaction in the Malaysian Automotive Insurance industry. A total of 650 online structured questionnaires were mailed to respondents from five car insurance directories and 380 respondents replied to the questionnaire. Data collected were analyzed using Pearson Correlation and Multiple Regression Analysis. The results indicate that good relationship exists between service quality dimensions (reliability, empathy, assurance, responsiveness and tangibility) and customer satisfaction. This study could benefit other financial service companies to gauge and enhance their customer satisfaction level with improved service performance. (Abstract by authors

Cultura organizacional, satisfação no trabalho e estilo de liderança influenciam o comprometimento organizacional dos funcionários em instituições privadas de ensino superior (PHEI) na Malásia

The study examined the extent to which organizational culture, job satisfaction and leadership style influences organizational commitment among academic employees in the PHEIs in Malaysia. Study participants were 750 employees (43% males, 57% females), age range 24 to 66 from ten higher educational institutions from Klang Valley area. Respondents completed measures of organizational culture, job satisfaction, leadership styles and organizational commitment. Data were descriptively summarized and with multiple regression analysis utilized to predict organizational commitment from job satisfaction, leadership style and organizational culture. The results revealed a positive significant relationship between organizational culture, leadership style, job satisfaction and organizational commitment. From the findings, it was observed that majority of the respondents agree among three discernible leadership styles, the transformational and the transactional leadership styles were positively correlated but surprisingly the laissez-faire leadership style did not meet the reliability coefficients scales needed for statistical analysis and subsequently removed from further analyses. The study also revealed that continuance commitment did not have any influence on the independent variables. Based on these findings, it was recommended that productive and effective measures should be taken by the management of PHEIs to maintain and strengthen the employees’ level of satisfaction and commitment and also devise compelling, productive, and effective policies that are promising to the employees’ prosperity and organizational productivity.El estudio examinó hasta qué punto la cultura organizacional, la satisfacción laboral y el estilo de liderazgo influyen en el compromiso organizacional en empleados de los PHEI en Malasia. Los participantes del estudio fueron 750 empleados (43% hombres, 57% mujeres), rango de edad 24 a 66 años, de diez instituciones de educación superior del área del valle de Klang. Los encuestados completaron medidas de cultura organizacional, satisfacción laboral, estilos de liderazgo y compromiso organizacional. Los datos se resumieron de manera descriptiva y se utilizó el análisis de regresión múltiple para predecir el compromiso organizacional a partir de la satisfacción laboral, el estilo de liderazgo y la cultura organizacional. Los resultados revelaron una relación positiva significativa entre la cultura organizacional, el estilo de liderazgo, la satisfacción laboral y el compromiso organizacional. De los hallazgos, se observó que la mayoría de los encuestados están de acuerdo entre tres estilos de liderazgo perceptibles, los estilos de liderazgo transformacional y transaccional se correlacionaron positivamente, pero sorprendentemente el estilo de liderazgo laissez-faire no cumplió con las escalas de coeficientes de confiabilidad necesarias para el análisis estadístico y posteriormente eliminado de otros análisis. El estudio también reveló que el compromiso de continuidad no tuvo ninguna influencia en las variables independientes. Sobre la base de estos hallazgos, se recomendó que la administración de los PHEI debe tomar medidas productivas y efectivas para mantener y fortalecer el nivel de satisfacción y compromiso de los empleados, y también para diseñar políticas convincentes, productivas y efectivas que sean prometedoras para los empleados y la productividad organizacional.O estudo examinou até que ponto a cultura organizacional, a satisfação no trabalho e o estilo de liderança influenciam o comprometimento organizacional dos funcionários da PHEI na Malásia. Os participantes do estudo foram 750 funcionários (43% homens, 57% mulheres), faixa etária de 24 a 66 anos, de dez instituições de ensino superior na área do Vale Klang. Os entrevistados completaram medidas de cultura organizacional, satisfação no trabalho, estilos de liderança e comprometimento organizacional. Os dados foram resumidos de forma descritiva e a análise de regressão múltipla foi utilizada para prever o comprometimento organizacional com base na satisfação no trabalho, estilo de liderança e cultura organizacional. Os resultados revelaram uma relação positiva significativa entre cultura organizacional, estilo de liderança, satisfação no trabalho e comprometimento organizacional. A partir dos resultados, observou-se que a maioria dos entrevistados concordam entre três estilos de estilos de liderança percebidos de liderança transformacional e transacional foram positivamente correlacionados, mas surpreendentemente estilo de liderança laissez-faire não atender às escalas coeficientes fiabilidade necessária para análise estatística e subsequentemente eliminada de outras análises. O estudo também revelou que o compromisso de continuidade não influenciou as variáveis independentes. Com base nestes resultados, foi recomendado que a administração de PHEI deve tomar produtivo e eficaz para manter e fortalecer o nível das medidas de satisfação e engajamento de funcionários, e também para formular políticas atraentes, produtivas e eficazes que são promissoras para funcionários e produtividade organizacional

An examination of the relationship between student satisfaction and academic performance

The increasing attention given to student satisfaction within the context of higher education has prompted the writing of this paper. We focus on students’ academic performance with the aim to ascertain whether this aspect is significantly related to student satisfaction. Accordingly, it addresses the question of "Is student satisfaction and academic performance related?" Specifically, the purpose of this paper is two-fold: (i) to review the extant literature on "the relationship between student satisfaction and academic performance; and (ii) to propose a plausible theorotical approach to elucidate the relationship between these two variables from the perspective of institutions of higher educatio

Discretionary Collaborative Behaviour (Dcb) Of Students From Institutes Of Higher Learning In Malaysia

It is generally accepted that a graduate who is satisfied with the quality of his or her educational experience is likely to reciprocate by performing certain behaviours that benefit the alma mater. Whether or not this reciprocating behaviour is consistent across all individuals, however, is much less clear. The present study addresses this question using the Satisfaction with Life Scale (SWLS) to measure life satisfaction. Three components of intended discretionary collaborative behaviours (IDCB) – institutional support, word-of-mouth, and financial contributions –were extracted from factor analysis. Using data from 167 usable responses to a mail and e-mail survey of 1,500 MBA graduates, we find that for low levels of life satisfaction, the impact of overall student satisfaction (OSS) on the components of IDCB was either negligible or negative. However, for high levels of life satisfaction, the impact was generally in a positive direction, and a moderate level of OSS was already sufficient for the graduates to perform intended discretionary services in terms of word-of-mouth and financial contributions. Taken together, the outcomes of this study may offer preliminary support that, even though the occurrence of student dissatisfaction with overall services is known to reduce the likelihood of IDCBs, it is possible that high levels of life satisfaction may serve as support against the non-performance of IDCBs

A proposed conceptual model of determinants of supply chain performance in the Malaysian electronic manufacturing services (EMS) industry

Electronic manufacturing services (EMS) provide electronics manufacturing services for other companies. This industry is one of the industries that require supply chain management (SCM) to optimize the operations. EMS focuses on printed circuit board fabrication, electronic design, assembly and testing. In this article, the authors propose a conceptual model by linking the relationships with customer and supplier, information and communication technology, material flows management, corporate culture, performance measurement; and SCM performance in a single study. The findings of this article would provide important implications for the management in the manufacturing companies to understand determinants that contribute to the SCM success. More importantly, based of the obtained results, these companies can enhance the SCM performance by improving the current practices/strategies through focusing on the determinants that significantly influence SCM performance

Factors Influencing Reputation of a Malaysian Private University from a Strategic Communication Management Perspective

Reputation studies have gained attention tremendously as a significant area of research in corporate communication and business-related studies. Universities today have realized the importance of having a solid reputation to attract their stakeholders, mainly the students (customers) as they are the largest stakeholder for the survival of the university. This study aims to investigate the predicting factors of tangible and intangible resources and their impacts on the university reputation of a private university in Klang Valley from the student’s perspective. The study applied Resource-Based View Theory as an underpinning theory to explain these relationships. The study applied a quantitative survey design and generated 400 valid responses. The data were analyzed using descriptive statistics and multiple regression analysis. The findings revealed that tangible resources (university logo, university facilities) and intangible resources (university heritage, university image) are the predictors of the university's reputation, where university heritage appears to be a prominent predictor among the other determinants. The current study contributed to the corporate communication and marketing scholarship by clarifying the gaps between image and reputation as two different constructs. This has called upon the management and marketing department of the private university to pay attention to the determinants highlighted, especially the heritage of the university as it is a unique selling point for the institution to differentiate from its rivals. Conclusion, implications, and suggestions for future study were also discussed

Increasing destination loyalty of international students towards Malaysian higher educational institutions

Educational tourism has gained popularity worldwide due to the emergence of the knowledge economy that has increased the global demand for tertiary education. Therefore, the trend has inspired this study to examine the factors affecting international students’ destination loyalty to revisit and recommend Malaysian higher educational institutions as their educational tourism attractions. In this study, 200 international students who were currently studying in Malaysian higher educational institutions were recruited through purposive sampling technique. The statistical package for the social sciences (SPSS) and SmartPLS were performed for data collection analysis. The findings demonstrated that the service quality, destination image, and cost of the study were positively correlated with the students’ satisfaction wherein students’ satisfaction contributed positively and significantly to the destination loyalty of international students in recommending and revisiting Malaysia for educational tourism. This study provided all the higher educational institutions and authorities in Malaysia with a better understanding of international students’ expectations and perceptions towards studying in Malaysia. Subsequently, the relevant stakeholders could implement effective strategies to improve and assist the Malaysian government in accomplishing the aspiration of becoming one of the most excellent international education hubs in the world

Green Purchasing Practices and Environmental Performance

Green purchasing aims to minimize negative environmental impacts in manufacturing process and transportation by using durable, recyclable and reusable materials. This study aims investigate the impact of green purchasing practices including green product, green process and green supplier on environmental and business performance in the context of Malaysian manufacturing companies. A total of 156 questionnaires were distributed to different industry sectors. The findings show that green product, green process and green supplier are significantly and positively related to environmental performance. In addition, green product is the main predictor of the environmental performance. Ultimately, the results could offer useful guidance for green purchasing practices implementation in Malaysian manufacturing companies and provide a springboard for further empirical research in the area

Critical success factors of supply chain management: An empirical study on a manufacturing company in Malaysia

The aim of this study is to shed the light on the critical success factors that lead to high supply chain performance in a manufacturing company. The critical success factors consist of relationships with customer and supplier, information communication and technology (ICT), material flows management, corporate culture and performance measurement. Questionnaire was the main instrument for the study and it was distributed to 84 staffs from departments of purchasing, planning,logistics and operation. Hypotheses were testing by using Statistical Package for Social Science (SPSS) of Windows software. Data analysis was conducted by employing descriptive analysis (mean and standard deviation), reliability analysis, Pearson correlation analysis and multiple regression. The findings show that there are relationships between relationships with customer and supplier, ICT, material flows management, performance measurement and supply chain management (SCM)performance, except for corporate culture. Forming a good customer and supplier relationship is the main predictor of SCM performance, followed by performance measurement, material flows management and ICT. It is recommended that future study to determine additional success factors that are pertinent to firms’ current SCM strategies and directions, competitive advantages and missions. Further study is recommended also to examine a wider scope that includes more geographical data coverage, other nature of businesses and research instruments