Do satisfied customers loyal? : Unravelling the role of trust in the ‘High Touch’ purchasing context / Rosidah Musa

Theoretically, satisfaction should be positively linked to customer loyalty but it is difficult to observe because most customer satisfaction surveys rely on intentional behaviour data rather than actual behaviour. In response to this issue, a follow-up study was set to validate an integrative framework which include overall satisfaction, trust and simultaneously incorporates not only attitudinal loyalty but behavioural loyalty construct. Specifically, this study aims to examine the hypothesised linear relationship between satisfaction – attitudinal loyalty, satisfaction – behavioural loyalty and attitudinal loyalty – behavioural loyalty paths. What is more, the researcher also endeavours to explore the role of trust in the satisfaction – attitudinal loyalty – behavioural loyalty link, thus distinctively differentiated it from the existing model. To test the hypothesised links among the constructs in the framework, Structural Equation Modelling (AMOS programme) and subsequently the moderating effect of trust in the satisfaction – attitudinal loyalty – behavioural loyalty chain was determined by two-way ANOVA. The findings are important to the development of marketing theory and evidence of the plausibility of the present model suggests the need for further investigation and validation in other research contexts and across other countries

New Insights to The National HEIs Rating System: Exploring the attributes of Student Experiential and Engagement Value Index (SEEVI)

AbstractUniversity education is a rare purchase and an increasingly important as well as expensive decision in one's life. Students and their families are searching for pertinent information that will help them make informed choices in the selection of a university and/or an academic program to enrol. Although numerous ranking systems or league tables for higher education have been established, but they are often disputed and argued on their credibility and functionality. It was criticized generally because the ranking systems were not proficient as an informative and constructive tool to infer the quality of the academic institutions. It was noted recently that there has been a cultural change towards revitalizing the importance of teaching and the student experience. In response to this issue, the primary goal of this paper is to identify the students’ experiential value (extrinsic and intrinsic factors) and the engagement value (attributes). Focus groups are used to collect a broad qualitative understanding of perceptions and to gain richer insights pertaining to core issues of student experiential and engagement values on their current university enrolled. There are four groups of respondent, group A were UiTM students from Science and Technology cluster, group B were UiTM students from Social Science cluster, group C were non-UiTM students from Science and Technology cluster and group D were non-UiTM students from Social Science cluster. The outcomes of the findings link directly to the design of learning activities and the future direction of the research

Descriptive analysis - predictors of attitude towards purchasing halal skin care products / Azreen Jihan and Rosidah Musa

The purpose of this paper is to discuss the percentage of frequencies with measures of central tendency (mean value) and dispersion (standard deviation) of predictors of attitude, namely, spiritual intelligence, spiritual congruence, product image and product involvement of halal skin care products towards a continuous intention to purchase. The primary objective of the descriptive analysis is to explore and gain an initial understanding and get the feel of the data gathered from the survey. It was based upon a representative sample of adult urban Muslim career woman (users and non-users) who work or live in the target area for this study. These areas are the federal territory of the Klang Valley which are considered urbanised. The survey reached 449 adults, achieving 100 percent of the target sample size of 400. The respondents involved are those who have experience in purchasing and continue to purchase the halal skin care products. The quota sampling technique was employed. Two demographic variables have been determined as a mechanism to control the composition of the sample (gender and age)

Factorial Structure and Psychometric Validation of Social Media Intelligence Quotient (SMIQ) Scales among Graduates

The Social Media Intelligence Quotient (SMIQ)'s underlying factorial structure will be extracted, and validated, and its psychometric properties will be examined in this study. Self-administered questionnaires from the universities that produce the most employable graduates in Malaysia, such as Universiti Malaya, Universiti Kebangsaan Malaysia, and Universiti Teknologi Mara, were utilized by the researcher to gather the data. It involved 352 final-year students from the Faculty of Business Management. To ascertain the factorial structure of the SMIQ, the researcher used the Exploratory Factor Analysis (EFA). Additionally, the confirmatory factorial analysis (CFA) was used to evaluate the psychometric characteristics of each item to confirm and validate it. A structural model was also developed to measure the nomological validity between social media dependency and SMIQ. It revealed that SMIQ is second order with three factorial structure constructs and met the psychometric criteria. Thus, the findings have essential implications for future research directions and the management of social media skills

Focus Group Method an Aid to Explore Brand Experience and Contextual Factors

AbstractMalaysia automotive industry is highly intense and it creates a challenge for local manufacturer sustaining brand name in the market. Remarkably, it has revolutionized the Malaysian consumer behaviour on purchasing cars. The importance of brand experience from the view of Malaysians is vital as they depend on extrinsic cues and experiences in purchasing. Indeed, brand experiences are gaining most of the attention in the eyes of marketers but there is still scarcity in empirical study. This study excavates consumer's experience and reveals consumer's emotion on national car brand consumption. The focus group is targeted on Proton and Perodua young urban adult car users between 18-35 years old with a minimum of one year car usage. The session encouraged respondents to freely speak in order to explore their emotions on their selected national car model. The moderator conducted two sessions that comprise ten panels, thus a total of twenty panels participated. The discussions were concluded whereby Malaysian respondents have difficulties in expressing their true emotions describing their experience of each car model. Respondents tend to comment more on the quality of product attribute compared to addressing their emotional experience. Results have shown that if consumers were given the opportunity to choose, they will switch to foreign car brand that has better quality. This study has been seen as series of attempts to understand the emotion of consumers with regards to their brand experience. Furthermore, contribution of the original knowledge through the development of new findings is a practical tool for a comprehensive brand experience

Program Perceived Value and Program Satisfaction Influences on Store Loyalty: Insights from Retail Loyalty Progam

Investigations to determine whether program perceived value could influence program satisfaction, program card loyalty and store loyalty are critical to elucidate the roles and significance of the constructs and advancing management practice. Accordingly, in line with this research direction, this study aims to assess the effects of program perceived value offered by few leading retail superstores and departmental stores in Malaysia on its members’ loyalty towards the store. The data set utilized in this study has been obtained via quota sampling technique, where a sample of 153 retail loyalty programs’ members was analyzed. An integrative conceptual model was developed and tested using Structural Equation Modeling using AMOS program. The results exemplify that program perceived value is a strong driver of program satisfaction and program card loyalty. Unexpectedly, program perceived value is not a significant predictor of store loyalty but, it has an indirect effect on store loyalty mediated by program satisfaction. Continuous plea in marketing management is to make marketing instruments more efficient. In recent years introduction of customer relationship marketing instruments is strongly advocated, both in marketing theory and practice. Several researchers (e.g., Berry 1983; Berry and Parasuraman 1991; and Gronroos, 1994) have changed the focus of a marketing orientation from attracting short-term, discrete transactional customers to retaining long-lasting, intimate customer relationships. In fact Roberts, Varki, Brodie (2003), further suggested that it is best to describe relationship marketing as the formation of “bonds” between the company and the customer. Achieving an effective relationship in a consumer context is considered to be even more challenging than it is in a business-to-business context, given the generally more polygamous character of consumers as opposed to business customers (Keng and Ehrenberger 1984; Pressey and Matthews 1998)

The Effects of Green Image of Retailers on Shopping Value and Store Loyalty

AbstractThis study aims at examining the influence of green image on shopping value and store loyalty. Convenience sampling using quota sampling was used to collect data of a sample of 565 consumers. Using structural equation modeling, it was found that green image of retailers has no significant relationship with store loyalty but has a significant influence on shopping value. Shopping value appears to mediate the relationship between green image of retailers and store loyalty. The result provides important findings to researchers and practitioners as well as implications for future research directions and management of the retail industry

Factors Influencing Attitude towards Halal Cosmetic among Young Adult Urban Muslim Women: A Focus Group Analysis

AbstractHalal cosmetic and toiletry industries have great potential to drive the Halal economy. In view of branding Halal cosmetics, it would be more effective to position Halal values to new insights for championing the Halal economy. The persistence of this paper is to identify the factors considered in making decision to consume cosmetic product. Focus groups are used to collect a broad qualitative understanding of perceptions from two different groups of respondents in relation to success factors. Additionally, it is to investigate and gathers the information regarding the issues that attribute Halal brands for cosmetics products and to classify the difference and similarity of opinion and suggestion from the young adult Muslim female groups from the urban area (Klang Valley). There are two groups of respondents, group A (user) among those who are using Halal cosmetic product, group B (non-user) among those who are not using halal cosmetic product. The outcomes of the findings link directly to the design of learning activities and the future direction of the research

Examining the Role of Financial Intelligence Quotient (FiQ) in Explaining Credit Card Usage Behavior: A Conceptual Framework

AbstractOver the years of assessing individual's general intelligence via intelligence quotient (IQ) test, behavioural scientists and academicians have also explored other areas in measuring intelligence, which include emotion, social and spiritual, among others. Even though financial intelligence has also been quoted mostly in organizational context, it has not been conceptualise and operationalize by academics and explore this concept on individual level card consumption. The purpose of this study is to develop a model of financial intelligence and its measurement, deliberated in terms of its effect on behavioural intention towards credit card spending and repayment behaviour of young urban Malaysian adults. The data for this study will be gathered through questionnaires, conveniently distributed to respondents within the age of 25 to 40 years old who work and reside in urban area in Klang Valley. This paper presents a platform for future research to explore crucial issues pertaining to financial intelligence and financial behaviour particularly in the Malaysian context

تأثير استخدام الوسائل الصور على إتقان المفردات للتلاميذ في المدرسة المتوسطة الإسلامية الحكومية 4 مدينة جامبي

ىذه الرسالة عملية يبحث تأثتَ الوسامل الصور إتقان الدفردات اللغة العربية للتلاميذ الصف الثامن فى الددرسة الدتوسطة الإسلامية الحكومية مدينة جامبى. تهد ىذه الدراسة إلى تحديد قدرة للتلاميذ على إتقان الدفردات اللغة العربية باستخدام الوسامل الصور، لتحديد مدى تأثتَ الوسامل الصور على إتقان الدفردات اللغة العربية فى الددرسة الدتوسطة الإسلامية الحكومية مدينة جامبى. ىهذا البحث ىو بحث كمب، كان تصميم البحث الدستخدم ىو Posttest Only Control Design ، يتم أخذ الذينات بالستخدام تقنية Simple Random Sampling لأن أخذ العينات من أفراد ا تَّمع يتم بشكل عشوامب دون النظر إلى الطبقات الدوجود في السكان. جمع البينات بالستخدام طريقة اختبار والدلاحظة ودراسة التوثيق. نتامج البحث علب إتقا الدفردات اللغة العربية في تعليم اللغة العربية للتلاميذ الصف الثامن )أ( الددرسة الدتوسطة الإسلامية الحكومية مدينة جامبى والتي بلغت تلاميذ باستخدام الوسامل الصور وحصلت بيانات البحث على أعلى درجة في الفصل التجريبية ۱ٓٓ وأدنى ٙٙ درجة بمتوسط ٤ٗ .٘ ٥ بينما نتامج لي إتقا الدفردات اللغة العربية في تعليم اللغة العربية للتلاميذ الصف الثامن )ب( والتي بلغت تلاميذ بدون استخدام الوسامل الصور وحصلت بيانات البحث على أعلى درجة في الفصل التحكّم كانت أعلى درجة ٙ ٤ وأقل درجة بمتوسط ٩ٓ. ٙٗ، على أساس الحسابات باستخدام ط الاختبار Independet Samples t Test السعر الذي تم الحصول عليو t = .ٕٓٗٙ df = ٤ و sig (tailed 2) p-value = .ٓٓٓ > .٘ٓ ،ٓ يعتٍ أن القيمة الدهمة أصغر من مستوى الخطأ أو Ho مرفوض Ha يتم قبولذا