FACTORS HINDERING THE HERITAGE DESTINATION PROMOTION IN MALAYSIAN CONTEXT

The present research empirically investigates the preferences of the respondents currently residing in Malaysia towards the promotion of heritage destinations in Kuala Lumpur. The present study makes an attempt to identify the key determinant factors that are actually hindering the heritage destination promotion in Malaysian context. For the purpose of the research, the attractions in Kuala Lumpur are segmented as Heritage, Architectural, Natural and Amusement landmarks. Data has been collected from a self-administered questionnaire, returned by 100 survey participants. In accordance with thedestination competitiveness analysis and based on the preferences and attitudes expressed by the respondents towards these attractions, they are grouped as heritage and tourist destination travelers.Visitor profiles are developed depending upon their demographics such as age, income, education, occupation and marital status. Different heritage destination activities including visit to art galleries and museums, historical organizations and towns, cultural festivals etc., are studied in association with the heritage traveler site assessment. The awareness, visitation, interest, importance and satisfaction levels of the travelers to heritage sites are assessed in detail.Furthermore, motivations and barriers to visit heritage sites in conjunction with other prevailing attractions are examined. Apart from the above mentioned, respondents satisfaction, awareness and spending levels are measured with reference to the heritage travel attributes and amenities usage. Respondent's intention and preference to visit as well as revisit heritage sites in comparison with other architectural, natural and amusement landmarks are explored. The importance of information sources in promotion of heritage destinations to the travelers is presented and managerial implications are discussed. Moreover, SWOT analysis thoroughly analyzes the current market situation for heritage destination promotion in Kuala Lumpur. Avenues for further research are presented

Circumstances Probing Internet Banking Users to Use Alternative Channels: Thematic Matrix Display Analysis

This study highlights the circumstances that actually probe internet banking users to switch to the use of alternative channels in performing their banking transactions within Australian context. Data obtained from 372 internet banking users was analysed by employing thematic matrix analysis technique to identify various macro and micro thematic categories in that hierarchical order of importance. Results revealed factors such as ‘unable to perform over the internet’, ‘lack of internet access’, ‘not sure of something’, ‘problem rectification’, ‘proximity to auxiliary facilities’ and ‘type of internet connectivity’ were relevant in identifying the circumstances under which they preferred to use other banking channels. The study provides important implications for the formulation of effective service delivery channel management strategies by way of implementing effective mechanisms. Moreover, the study also outlines important guidelines for practical solutions in order to reduce the impact of situational barriers thus focusing on effective customer retention strategies. With the information provided by this research, bank executives, consultants and academics will have enhanced knowledge of the service areas they need to focus on to improve customer satisfaction, retention and profitability in the financial services businesses

Factors hindering the usage of internet banking service by consumers in Australian context

This paper illustrates key factors that are actually hindering the usage of internet banking service by Australian consumers. A survey with open-ended questions was used to acquire data from 220 consumers who were not using internet banking service. Qualitative data obtained was subjected to content analysis and common themes were identified resulting in eleven factors which were critical in inhibiting consumers from using internet banking. In order of frequency, the factors identified are: security, trust, privacy, risk, personal help, social influence, convenience of other banking methods, routine, technology discomfort, type of internet connectivity and banking transactions performed by spouse. The factors that emerged provide a comprehensive understanding of consumer resistance to use of the internet banking service delivery channel. Findings may help service providers formulate more effective channel design and marketing strategies in future

Critical Success Factors and Barriers for Business-to-Customer (B2C) E-Commerce: Evidence from Vietnam

Small and Medium-sized Enterprises (SMEs) are well-known for playing a critical role in boosting the economy. Adoption of electronic commerce (EC) is perceived to be an important mechanism for providing a competitive tool for SMEs. However, there is a lack of appropriate evidence in the existing literature with regard to EC adoption in SMEs in frontier countries, such as Vietnam, due to less integration and globalisation of the economic standards. Many theoretical models have been proposed for investigating EC adoption phenomena in SMEs. Most of these models are based on studies conducted in developed countries. The measurement of EC adoption is largely operationalised as a dichotomous variable based on the users’ decision about whether to adopt or not to adopt. Thus, the existing research fails to understand the real behaviour of EC adoption amongst SMEs. The present study aims to address this gap in the existing literature by investigating the intentions to adoption EC activities amongst SMEs and the consequences of these adoptions. In order to evaluate the EC diffusion of SMEs, the conceptual framework developed is applied by combining various theoretical models, including the Diffusion of Innovation, the Technology-Organisation-Environment framework, and maturity models. The current study focuses on obtaining and analysing data from SMEs operating in Vietnam, particularly regarding the adoption of business-to-customer EC (B2C). The key goals of the research are to measure and determine the characteristics of EC adoption amongst Vietnamese SMEs, to identify barriers that prevent B2C EC adoption of SMEs, and to explore critical factors that enhance EC activities for SMEs. A multi-stage approach is implemented in this research. First, due to lack of evidence in the identified research context, a comprehensive search in the existing literature is conducted to identify relevant theories that explain B2C EC adoption and critical success factors (CSFs) in performing online business. Second, a pilot-based survey is conducted to confirm the structure of the questionnaire that is used for the in-depth survey. The findings from reviewing the literature and the pilot study are contextualised to identify the research concepts. Finally, primary data from an in-depth survey are collected to provide further evidence to support the research objectives. Linear models and regression-based models are used to evaluate the patterns of EC adoption and examine the relationships among proposed variables in the research models

DDoS Capability and Readiness - Evidence from Australian Organisations

A common perception of cyber defence is that it should protect systems and data from malicious attacks, ideally keeping attackers outside of secure perimeters and preventing entry. Much of the effort in traditional cyber security defence is focused on removing gaps in security design and preventing those with legitimate permissions from becoming a gateway or resource for those seeking illegitimate access. By contrast, Distributed Denial of Service (DDoS) attacks do not use application backdoors or software vulnerabilities to create their impact. They instead utilise legitimate entry points and knowledge of system processes for illegitimate purposes. DDoS seeks to overwhelm system and infrastructure resources so that legitimate requests are prevented from reaching their intended destination. For this thesis, a literature review was performed using sources from two perspectives. Reviews of both industry literature and academic literature were combined to build a balanced view of knowledge of this area. Industry and academic literature revealed that DDoS is outpacing internet growth, with vandalism, criminal and ideological motivations rising to prominence. From a defence perspective, the human factor remains a weak link in cyber security due to proneness for mistakes, oversights and the variance in approach and methods expressed by differing cultures. How cyber security is perceived, approached, and applied can have a critical effect on the overall outcome achieved, even when similar technologies are implemented. In addition, variance in the technical capabilities of those responsible for the implementation may create further gaps and vulnerabilities. While discussing technical challenges and theoretical concepts, existing literature failed to cover the experiences held by the victim organisations, or the thoughts and feelings of their personnel. This thesis addresses these identified gaps through exploratory research, which used a mix of descriptive and qualitative analysis to develop results and conclusions. The websites of 60 Australian organisations were analysed to uncover the level and quality of cyber security information they were willing to share and the methods and processes they used to engage with their audience. In addition, semi-structured interviews were conducted with 30 employees from around half of those websites analysed. These were analysed using NVivo12 qualitative analysis software. The difficulty experienced with attracting willing participants reflected the comfort that organisations showed with sharing cyber security information and experiences. However, themes found within the results show that, while DDoS is considered a valid threat, without encouragement to collaborate and standardise minimum security levels, firms may be missing out on valuable strategies to improve their cyber security postures. Further, this reluctance to share leads organisations to rely on their own internal skill and expertise, thus failing to realise the benefits of established frameworks and increased diversity in the workforce. Along with the size of the participant pool, other limitations included the diversity of participants and the impact of COVID-19 which may have influenced participants' thoughts and reflections. These limitations however, present opportunity for future studies using greater participant numbers or a narrower target focus. Either option would be beneficial to the recommendations of this study which were made from a practical, social, theoretical and policy perspective. On a practical and social level, organisational capabilities suffer due to the lack of information sharing and this extends to the community when similar restrictions prevent collaboration. Sharing of knowledge and experiences while protecting sensitive information is a worthy goal and this is something that can lead to improved defence. However, while improved understanding is one way to reduce the impact of cyber-attacks, the introduction of minimum cyber security standards for products, could reduce the ease at which devices can be used to facilitate attacks, but only if policy and effective governance ensures product compliance with legislation. One positive side to COVID-19's push to remote working, was an increase in digital literacy. As more roles were temporarily removed from their traditional physical workplace, many employees needed to rapidly accelerate their digital competency to continue their employment. To assist this transition, organisations acted to implement technology solutions that eased the ability for these roles to be undertaken remotely and as a consequence, they opened up these roles to a greater pool of available candidates. Many of these roles are no longer limited to the geographical location of potential employees or traditional hours of availability. Many of these roles could be accessed from almost anywhere, at any time, which had a positive effect on organisational capability and digital sustainability

An Investigation of Factors Influencing the Continued and Frequent Use of Internet Banking by Australian Consumers

The goal of this study was to investigate the factors that influence how consumers continue to use, and how frequently they use, internet banking in Australia. Patterns of continued use and frequency of use of internet banking have been neglected as most of the existing studies focus on either consumer adoption or acceptance of internet banking. However, in comparison to new customer acquisition, measures of continued and frequent use of internet banking are related to a cost-effective marketing strategy aimed at retaining customers. The research in this thesis is a response to a gap in existing literature which requires the application of more integrated theory testing and the identification of factors that influence the continued and frequent use of internet banking in order of importance to consumers. In order to address the research goals, the study sets out to develop a conceptual framework based on theoretical models related to the acceptance of technology and diffusion of innovations theory. The conceptual model developed encompasses technology, channel, social and value for money factors as predictors in the identification of influential factors for consumers and their continued and frequent use of internet banking

Employer and employee perspectives of HRM practices within SMEs

This paper examines the perspectives of employers and employees within nano, micro, small, medium, and large firms in relation to HRM practices. The study draws upon a large sample of respondents from firms of all size categories. An online questionnaire comprising established HRM measures was used to collect the data. A multivariate discriminant analysis procedure was used to identify the interrelationships between the employer and employee groups, across firms by size, and how they viewed the importance of the HRM measures. The study found a strong congruence between employers and employees across most constructs and provides insights into the role firm size plays in the formalization of HRM practices and the relative importance of such factors within SMEs

Global geographic reach: A Delphi study into the future of the airline industry

The global airline industry is dynamic and complex, with historically low profitability and a seemingly paradoxical yet symbiotic relationship with globalisation. This study conducts a strategic industry level analysis into its likely future over the next decade, with protectionism and liberalisation at its zenith. A plethora of competitive drivers, shapers, factors and forces unite to create the contemporary industry's architecture, and to influence its future prospects. This study carefully considered the impact and role played by both geographical location (home base/nationality), and international relations (bilateralism/multilateralism), which in large measure determine where and how airlines can extend their global geographic reach. Few industries are so profoundly shaped by geographical location as is the airline industry, while political decisions embedded in international treaties such as air service agreements (ASAs), and enshrined in the bilateral system, continue to hamper multilateral efforts in many parts of the world. The interests of states remain paramount in the industry. A five stage mixed-method Delphi study was conducted. Key findings include an evident level of participant pragmatism based on situational context, not ideologically driven conceptualisations. Underpinning participants’ views, on many occasions, were their geographical region/s of best industry knowledge. Thus, high level knowledge of a particular region shaped and influenced what participants thought was possible elsewhere. The future for major European flag carriers and the big three global alliances was characterised as solid overall, even as equity investments and bilateral partnerships grow. Europe was seen as a prime example of future regional liberalisation, but more as architype than driver; the North Atlantic less so. According to most study experts, the three major Gulf carriers are not headed for global dominance, but they will continue to be a significant part of the industry in future. Meanwhile, protectionism in Asia, particularly China, will strengthen in future, while India's future was seen as mostly too challenging to accurately forecast at present. The global airline industry will not witness liberalisation beyond what its national building blocks and bilateral structural realities are able to absorb. Even so, this will not stifle industry expansion. The industry's future appears set for growth into hitherto underdeveloped countries and regions; a trajectory that will continue over the next decade and beyond

Cultural changes and the impact of social influences in Saudi women's purchasing behaviour

The modern shopping environment in the capital city of Riyadh seems something of a contradiction to the casual observer. Since the proliferation of modern shopping centres and the relatively easy availability of western goods, the traditional conformation to the expectations of Saudi customers have changed considerably. In order to address these ever-changing dynamics in the Saudi shopping environment, the present research outlined the following three research objectives: 1) to understand the perceptions of Saudi women shoppers towards traditional and modern shopping centres; 2) to explore the nature and characteristics of Saudi women shoppers' apparel purchasing behaviour; and 3) to investigate the influence exerted by family members and friends on Saudi women shoppers' during the purchase of western apparel. This study focused on the examination of literature in the areas of consumer behaviour, specifically in exploring Saudi women's shopping behaviour towards apparel purchasing. These identified gaps in the extant literature points towards the influence of cultural changes, the impact of social influences on Saudi women's purchasing, and shopping behavioural patterns related to the proliferation of modern shopping centres in Riyadh. The present research investigated “how the introduction of modern shopping centres has an impact on the consumer behaviour of Saudi women and what are the influences exerted by culture and family on Saudi women shoppers' purchasing behaviour”, as these areas have been underexplored in the existing academic research. Therefore, the overarching aim of this research is to investigate the cultural changes and the impact of social influences on Saudi women's purchasing behaviour towards apparel at traditional and modern shopping centres in Saudi Arabia. In order to provide answers to the stated research objectives a qualitative research method was chosen. Saudi women shoppers undertook a qualitative in-depth interview at both traditional and modern shopping centres in Riyadh. The interviews set out to explore the impact of modern shopping centres on the consumption behaviour of women shoppers in Saudi Arabia. The views, opinions and perceptions of Women shoppers' were gathered and analysed in order to investigate the possible reasons for the success of the aggressive marketing of modern shopping centres. This analysis specifically aligned to understand the proliferation of high-priced prestigious/luxury goods and the impact of 'easy credit' purchasing arrangements within the Saudi society. This study confirmed the phenomenal uptake of high-end branded apparel impulsive purchasing by Saudi women shoppers from modern shopping centres in Riyadh. It is evident modern shopping centres have significantly influenced Saudi women shoppers' apparel purchasing behaviour, changing their overall perception of traditional shopping centres. Moreover, Saudi women shoppers tend to purchase more in modern shopping centres in comparison to the traditional shopping centres. Saudi women have a positive experience with modern shopping centres, which offered high-end apparel shops, clean restrooms, high quality services, advanced payment facilities, cafés, restaurants and places for functional and prestigious purposes. Whereas traditional shopping centres have a negative shopping experience, due to inadequate services and an uncomfortable environment for social interaction. Saudi women visited and shopped at traditional shopping centres only if they are alone or with family members, maintaining their position high amongst their friends and relatives. Influenced by primary reference groups to visit the most sophisticated and modern shopping centres Saudi women were influenced in their decisions related to purchasing expensive high-end apparel based on their friends' comments, fashion in season and current trends just to keep up their perceived position as high as their companions. The study offered some insights into observed relationships between purchasing behaviour changes and the impact of social influences in terms of proliferation of modern shopping centres in Riyadh. Six important changes involve ideologies, role of relatives and friends, shifts in needs, consumerism, the uncovering of female faces in modern shopping centres offering a place to exercise their freedom. These changes influenced by the increase of modern shopping centres where Saudi women could expose what they wear to others. Companies in the Saudi market should consider the unique characteristics of Saudi women consumers, the shift in their shopping orientations, and embrace the modern values emphasised by this segment for effective marketing of branded apparel. Saudi women expressed their affinity towards western apparel brands to ensure a high position amongst their relatives and friends in Saudi Arabia. They have clear desires and v needs for possessing high-ended apparel brands, which marketers engage with when targeting Saudi women or in designing and refining a brand image for upper-upper class people. This study revealed that friends would influence their purchases and decision-making process to buy only high-end fashion apparel from certain shops to maintain a positive position amongst their friends. Based on these findings, retail marketers and managers should focus on providing unique types of information and messages by identifying the above-mentioned sources when communicating their marketing messages to Saudi women. Future research should examine the relationships between cultural changes and the proliferation of modern shopping centres in Saudi Arabia and the subsequent impact on the traditional shopping centres. However, the findings obtained from this study cannot be generalised to other contexts, as this study focused only on Saudi women in Riyadh city in Saudi Arabia. The conclusion is based on a sample of Saudi women in Riyadh and specifically their apparel purchasing patterns. and cannot be applied to other countries. This study could be expanded by inclusion of variables related to shopping orientation, shopping motivation and product involvement

The Extent of Corporate Social Responsibility Engagement in Malaysian Banks Offering Islamic Banking Services

This study explores the extent of corporate social responsibility (CSR) engagement in Malaysian banks offering Islamic banking services. A total of 16 banks (10 local banks and 6 foreign banks) offering Islamic banking services forms the sample for this research study. Only banks offering Islamic banking services and listed on the Kuala Lumpur Stock Exchange were selected for the purpose of this research. Banks websites and annual reports were studied to gather and analyse the data through content analysis. Results obtained indicated that the local and the foreign banks differed significantly in terms of their engagement in CSR-based activities, CSR reporting, CSR communication and CSR board structure. Evidently Malaysian banks offering Islamic banking services need to focus on embedding relevant alternative strategies in order to publicise widely about their engagement in CSR-based activities. This would further enhance the banks brand reputation and strengthen their internal and external communication strategies