Service quality towards customer loyalty in Malaysia's domestic low cost airline service

Delivering high quality service to the passengers is imperative so that airline companies can survive and strengthen their competitiveness. Even though there have been extensive research on service quality and customer loyalty in the past, little study has been conducted in this specific area. Hence, this paper aims to propose a conceptual framework on service quality and its relationship towards customer loyalty among Malaysia’s domestic low cost airline services passengers. Reliability, tangibles, responsiveness, assurance and empathy are considered as critical dimensions of service quality that possibly provide empirical evidence in relation to customer loyalty. Subsequently, the consequences of the customer loyalty are further elaborated in this paper too. It is expected that the findings of this study can assist the organization to deliver high service quality to the customers and enhancing customers’ satisfaction in fulfilling their needs and wants. More importantly, improving service quality in such an organization may result in long-term increase in customer’s loyalty; this in turn leads to cost savings and improved profitability and market share

Determinants of Consumers’ Willingness to Purchase Generic Medicines

In Malaysia healthcare costs have posed challenges to the sustainability of the country's dual healthcare system, it is crucial to learn about the factors influencing consumer preferences for generic medicines. The public healthcare system predominantly uses generic drugs, private healthcare providers often prescribe originator brands to their patients. This practice places financial burdens on patients who must fund their medication independently or through private medical insurance. Therefore, the main objective of this paper is to investigate the determinants affecting consumers' willingness to purchase generic medicine in Malaysia. Using convenience sampling, a total of 436 responses was obtained. Descriptive statistics and bivariate logistic regression analysis were employed to examine the influence of sociodemographic factors and individual knowledge on the willingness to purchase generic medicine. The results indicate that age, ethnicity, marital status, education level, household size and income significantly influence the consumers' willingness to purchase generic medicine. Notably, higher education levels and greater income were associated with a higher willingness to opt for generic medicine. Unexpectedly, variables measured by the Theory of Planned Behavior did not contribute substantially to the findings of this study. Nonetheless, individual knowledge was revealed as a significant determinant. To increase the uptake of generic medicines, this study recommends educational programs for both healthcare providers and patients, emphasizing the benefits and safety of generic medicine. This research contributes to the broader discussion on cost-effective healthcare solutions and informs policymakers and healthcare stakeholders in Malaysia

Customer satisfaction on e-SERVQUAL in Islamic online banking services / Nurhazirah Hashim …[et al.]

The recent development in the ecommerce services has shown a variety of established companies participating in the web business environment including Islamic banks. Business with the most experience and success in using ecommerce are beginning to realize that the indicator of success or failure of the ecommerce environment was included in the online services. Nowadays, the trend of a business is to serve the customer with best quality of services to enhance the consumer satisfaction and compete with the global competitors as online services enabled registered user to make products purchase transaction only through website such as check and manage financial standing, transfer funds, bill payment, prepaid reload and so forth. However, in recent times, Islamic banking users faced problems with the online system such as cannot log in to the system, payment failure and mostly security and privacy hindrance. Therefore, this study aimed to investigate the relationship between electronic service quality (e-SERVQUAL) and customer satisfaction towards Islamic Online Banking Services users. Based on the sample size, only 76 respondents were selected to participate in this study by using a convenience sampling. Further, Pearson correlation and multiple regression were reported to analyze the mentioned relationship. The findings have shown that there is a positive relationship between e-SERVQUAL and customer satisfaction in using Islamic online banking services. Based on the findings, Islamic online banking developer is recommended to improve more on their responsiveness in order to provide quick response to their customer’s requirements. Moreover, they also should be more reliable in providing accurate information in performing the promised services. They must assure that all of their customers can quickly get responds and true feedback regarding their problems to ensure customer satisfy with service provided. Besides, the safety of the website and the protection of customer information also considered a vital action that should be concerned in order to increase the customers’ satisfaction

Determinants of quality pledge among five-star hoteliers: a PLS-SEM approach

Abstract:Employee commitment to service quality so-called 'Quality Pledge' initially encompasses an employee's loyalty and their willingness to put an extra effort in their work by following the organizational values which lead them to remain in the organization. Nevertheless, in order to measure the quality pledge in five-star hotel industry, more investigation on the hoteliers ' ethical climate is required. Besides, hoteliers will look for and choose to work in the hotel that matches their ethical preferences. Therefore, the aim of this study is to determine the determinants of hotelier's ethical climate towards quality pledge. Convenient sampling was used, and 167 five-star hoteliers participated. Based on the findings, the results show that only benevolence and principled climates were the determinants of the hotelier's quality pledge. This study recommends that the hotel should maintain and cultivate suitable ethical climates based on employees commitment to service quality, thus enhance their commitment to provide excellent quality service. It is hoped that this research will contribute to the body of knowledge and shed some light on the possibility of achieving the national aims of becoming a high-income economy by 2050

The influence of personality traits towards quality pledge

Any organization ventures in the hospitality industry are required to maintain a quality service to achieve competitive advantages. As employee’s commitment plays an important role in ensuring a high-quality service, their commitments are influenced by their personality traits, as they are also known as emotional labour. The purpose of this study is to investigate the dominant personality traits in the company based on the Big Five Personality theory, to assess the level of employees’ commitment to service quality (quality pledge) and its relationship. A structured survey was implied, and 143 customer contact employees participated. From the data analysed, the results show that there is a very strong relationship between personality traits and employees’ quality pledge. Hence, it is recommended for future research to make a comparison between the effect of personality traits towards quality pledge on employee’s perspective and also customer’s perspectives