Level of satisfaction among industrial customers in relation to logistics service provider in Sabah

To investigate the relationship between operational logistics service quality (OLSQ) and relational logistics service quality (RLSQ) towards customer satisfaction among industrial customer in Sabah. self-administrative survey and online survey questionnaire were used to collect the data for this study. List of 180 industrial customer provided by the express bus companies. Purposive sampling techniques was used in this study. The data was analyzed using SPSS 26.0 and SmartPLS 3.0. Results support the hypothesis developed in this study confirming that service perceptions lead to customer satisfaction among industrial customer in Sabah. The current study is limited to east Malaysia which is Sabah where it excluded the respondent from peninsular of Malaysia. Besides, present study focusing only on land logistics transportation and excluded the air and ocean logistics transportation. Those involved in logistics especially express bus managers can find new methods to make their customers satisfied and place their trust on the service provided. Not only that, as the express bus was used to send parcels within the various districts in Sabah, this present study can be used as a reference tool by the policy makers to revisit and improve the existing policies in the future. For the record, this study is the first of its kind ever conducted in Sabah. It shows that OLSQ and RLSQ is an important indicator in satisfying industrial customers in the express bus sector

Thinking About Integrated Supply Chain Technology as an Enabler for Local Businesses?

Business activities were significantly hampered when the Movement Control Order (MCO) was issued in response to the COVID-19 epidemic. The ramifications of these MCO series have a direct and indirect impact on the bulk of company activities. As a result of the economic crisis, it triggered a severe depression. As a result, they looked for additional ways to maintain and extend their activities, including using the Internet as a means of conducting business. The goal of this research is to determine the value of the innovative value chain as well as the role of integrated supply chain technology in improving the efficiency of enterprises' supply chains. Standardized questionnaires were provided to local business owners in three major divisions of Sabah, namely Kota Kinabalu, Sandakan, and Tawau in order to achieve this purpose. The survey got 125 usable replies from large, medium, and small enterprises that have been in existence for more than ten years. The main findings of three variables, namely idea generation, concept conversion, and diffusion of innovation, encouraged SCT adoption among Sabah's small businesses. The interaction effect revealed that Integrated SCT does, in fact, act as a mediating component in the financial performance relationship. As a result, COVID-19 is a game changer for everyone particularly local businesses and governments because the outbreak pushed the implementation of information technology, such as supply chain integration

Investigating the relationship between Operational Logistics Service Quality (OLSQ) and customer loyalty: Critical review

Logistics service quality (LSQ) is an essential component of operational achievement. Service quality is viewed based on the customer’s evaluation and perception of the logistics service. A good distribution system is required to ensure that product or service can reach customers at the right time and destination. This can attract customers to become loyal to the service provided. Gaining customer loyalty is no doubt amongst the most prioritized concern for the firms. This paper, therefore, will explore previous studies on the relationship between operational logistics service quality (OLSQ) and customer loyalty. This paper uses secondary data to investigate the relationship between OLSQ and customer loyalty. The result of this study is expected to contribute to the existing theories as well as providing knowledge and information to the practitioners in the logistics industry. The critical review suggests that there is a significant relationship between OLSQ and customer loyalty

Innovative Value Chain: Solution to Enhance Company Performance During Covid-19 Pandemic MCO In Sabah

When technology leaps forward, the internal “capability gap” between new technology requirements and what incumbent companies/industries can implement is often an issue. Misalignment between technology requirements and an organization’s ability to meet them can also exist outside a company’s boundaries. Digital adoption, especially among local companies are barely touching 20 per cent, and most manufacturing companies apply less than 50 per cent of automation. Malaysia has always scored among the highest in the region in terms of digital readiness, according to global surveys. Critical challenges include the lack of awareness, especially among local companies in terms of the impact of and benefits of keeping up with new technologies. It shows the level of technology usage is still very low within business operations especially in the supply chain that discourages the firm to digitalise their business. Thus, this study identified innovative value chain factors affecting company performance among local companies in Sabah particularly. This paper use Diffusion of Innovation (DoI) theory to introduce three variables that were proposed to help predict innovative value chain among local companies in Sabah namely: idea generation, idea conversion, and diffusion of innovation. This study employed a quantitative method approach by using a questionnaire as a tool to answer the study aims. Data was collected from local companies in Sabah regardless in manufacturing, services and agriculture industry was analysed using Structural Equation Modelling (SEM) via Partial Least Squares (PLS). The results and implications included in our study contribute to an expanded understanding of the innovation factors that influence company performance among local companies in Sabah

Thinking about integrated supply chain technology as an enabler for local businesses?

Business activities were significantly hampered when the Movement Control Order (MCO) was issued in response to the COVID-19 epidemic. The ramifications of these MCO series have a direct and indirect impact on the bulk of company activities. As a result of the economic crisis, it triggered a severe depression. As a result, they looked for additional ways to maintain and extend their activities, including using the Internet as a means of conducting business. The goal of this research is to determine the value of the innovative value chain as well as the role of integrated supply chain technology in improving the efficiency of enterprises' supply chains. Standardized questionnaires were provided to local business owners in three major divisions of Sabah, namely Kota Kinabalu, Sandakan, and Tawau in order to achieve this purpose. The survey got 125 usable replies from large, medium, and small enterprises that have been in existence for more than ten years. The main findings of three variables, namely idea generation, concept conversion, and diffusion of innovation, encouraged SCT adoption among Sabah's small businesses. The interaction effect revealed that Integrated SCT does, in fact, act as a mediating component in the financial performance relationship. As a result, COVID-19 is a game changer for everyone particularly local businesses and governments because the outbreak pushed the implementation of information technology, such as supply chain integration