Customer frustration incident and frustration behavior for priority plus program at Concorde Hotel Shah Alam / Siti Daleela Mohd Wahid

The goal of the study is to reconfirm the "coffee talk" among the staff about this program. The staffs wonder whether this program needs to uphold or not in the future. The study interested to examine the negative effect of loyalty programs from the perspective of frustration theory. It seeks to develop a model of customer frustration based on frustration theory. For the methodology, firstly, frustration will be differentiated into two variables: frustration incident and frustration behavior. Secondly, a descriptive study and survey question among the members of Priority Plus Program is conducted. A correlation analysis will be used to identify the significant relationship between the variables. (Frustration incident and frustration behavior). Thirdly, the findings of the study are used to develop a system of hypotheses that generate a specific model of customer frustration in Priority Plus Program. For findings, there are three components of frustration incident (refusal of reward, reduction of reward and delay of reward) that were triggered by the Priority Plus Program lead directly to frustration behavior like protest and avoidance is identified. These also affect the perception of the relationship. in conclusion, Priority Plus Program tend to be uphold the program in order to fulfill the requirement of the loyal customer and avoid frustration among them

Proposed model for islamic code of ethics for directors of public listed companies / Ahmad Saiful Azlin Puteh Salin

This research intented to proposed a new model of Islamic code of ethics for directors of public listed companies. Several corporate scandals and collapse locally (example Transmile and Megan Media) and overseas (example Parmalat and Enron) shows that the current corporate governance and regulatory reform is unable to prevent these events from recurring. Arguably, the code of ethics for directors is under research and the current code of ethics only concentrated to bind the work of the employee of the organization as a whole, without specifically put a direct attention the the directors, the group of people that responsible for the performance of the company. Furtheremore, this code of ethics is based on the western model. Thus, the study objectives is to establish a model of code of ethics that based on Islamic principles. This study will used a semi-structured interview of several well known Islamic scholars such as Mufti to develop the model. This Islamic model will be compared and analysed with the code of ethics that based on the western model. It is expected that the outome of the research is a comprehensive model of code of ethics that based on the Islamic principles that can be applied and used by the company to construct code of ethics for their directors. This research also will highlights the differences and weaknessess of the current western model code of ethics

Ethnic entrepreneurs in Malaysia: motivations and challenges

There is a growing number from 1,002,000 to 1,169,000 (2010 to 2014) of ethnic entrepreneur?s involvement in Malaysia especially in small business activities. It is also estimated in 2015 that 6.7 million ethnic entrepreneurs concentrating in all walks of economics activities in the country. Some of them coming as an under-skilled migration, however, ending up with started up their own businesses as jobs opportunities were found to be hard for them. Moreover, certain businesses are changing hands from the local owners to ethnic owners. While this issue has been discussed, unfortunately, only few the study attempts to understand the motivation and challenges of ethnic entrepreneurs that help to promote the economic growth. Therefore, the objectives of this study are twofold: (1) To explore the motivational factors faced by ethnic entrepreneurs (2) To understand the challenges they might face in Malaysia. To serve its objectives, a qualitative method is needed to be employed. A semi-structured interview will be conducted among the ethnic entrepreneurs (owners/managers of businesses) to document their views towards the ethnic entrepreneur?s motivation and challenges. The practical implication is contributed to the literature review of ethnic entrepreneurship and reviewing the Industrial Relations Act 1967 and Employment Act 1955 to ensure the law is in line with needs of local and foreign employees-employers, as well as the needs of an industrializing nation's workforce

Exploring students’ complaints behaviour for telecommunication industry in Malaysia / Syahmi Harudin, Siti Daleela Mohd Wahid and Nor Khasimah Aliman

The purpose of this study was to ascertain the relationship between students’ complaint behaviour and defection in Malaysian telecommunication industry. Self administered questionnaires were used to collect data. A total of 366 university students from 18 Malaysian public higher learning instituition were recruited to participate in this study. The regression analysis were employed to explore the relationship between the two variables. The study demonstrated that there is a strong positive linear relationship between students’ complaint behavior and defection.The study also found that the influence of private complaint on the defection is much stronger than public complaint which corroborates with the previous study

Exploring the Effects of a Modified Higher Education Performance Service Quality Model on Organisational Sustainability: The Case of Malaysian Polytechnics

Higher education service quality and performance in technical and vocational education and training (TVET) is critical for developing human capital for economic survival; however, the effects of service quality on organisational performance are still unclear. Furthermore, neglecting employee soft factors and ignoring higher education-specific models have hindered efforts to develop a comprehensive model for service quality excellence in order to improve higher education performance for organisations. This study aims to assess higher education service quality based on a modified higher education performance (modified HEdPERF) model, as well as consideration of the mediating effects of soft factors (i.e., job satisfaction and organisational commitment) in Malaysian polytechnic institutions. Based on random sampling, 214 department heads from 33 polytechnic institutes in Malaysia participated in this study. Data were collected through self-administered questionnaires and were analysed using AMOS. The results uncover that service quality significantly affects job satisfaction, thus positively affecting organisational commitment, which enhances organisational performance sustainability. The findings also reveal that job satisfaction fully mediates the relationship between service quality and organisational commitment. Similarly, organisational commitment fully mediates the relationship between job satisfaction and organisational performance sustainability. The results have important implications for enhancing organisational performance sustainability in a TVET context when implementing the modified HEdPERF service quality model with simultaneous attention paid towards employee soft factors

Indeks kenaikan pangkat UiTM Perak berwajaran sebagai penambahbaikan pengukuran kenaikan pangkat pensyarah / PM Dr Mohd Fauzi Mohd Harun …[et al.]

Penilaian untuk tujuan kenaikan pangkat di Universiti Teknologi Mara (UiTM) selain daripada tujuh kriteria asas turut dinilai oleh pelajar (SUFO), rakan sekerja (CCQ) dan pemantauan. Bagi SUFO,CCQ dan pemantauan markah penilaiannya diukur secara berasingan dan keadaan ini telah menyukarkan panel kesepakaran untuk menentukan calon manakah yang lebih baik dalam sesuatu pemilihan kenaikan pangkat. Bagi mengatasi kelemahan ini penyelidik mencadangkan dibentuk sebuah indeks yang dikenali sebagai Indeks Kenaikan Pangkat UiTM Perak Berwajaran. Indeks ini adalah merupakan indeks komposit yang merangkumi ketiga-tiga sub indeksnya iaitu indeks bagi SUFO, indeks CCQ dan indeks pemantauan. Ini bermakna hanya terdapat satu nilai indeks bagi setiap calon yang menggabungkan markah ketiga-tiga perkara tersebut. Indeks yang dicadangkan ini juga adalah merupakan indeks berwajaran dengan pemberat yang berbeza bagi menggambarkan tahap kepentingan yang berbeza bagi SUFO,CCQ dan pemantauan. Dapatan kajian mencatatkan SUFO adalah paling penting dengan nilai pemberat sebanyak 0.353 diikuti oleh CCQ dengan nilai 0.352 dan 0.297 bagi pemantauan. Kedudukan seorang calon dapat ditentukan dengan memasukkan nilai pemberat kedalam persamaan indeks dan seterusnya dibandingkan dengan satu pengukuran piawai. Penggunaan indeks ini dicadangkan kepada UiTM Perak dalam penentuan kenaikan pangkat pensyarah kerana kelebihan yang ada padanya. Antara kelebihan yang dikenalpasti ialah ketigatiga markah CCQ,SUFO dan pemantauan dapat digabungkan secara komposit ke dalam satu nilai indeks sahaja. Ini lebih mudah bagi panel kesepakaran membuat penilaian kerana telah mengurangkan amalan persepsi bagi perkara yang subjektif. Disamping itu, dengan nilai indeks yang dibandingkan dengan satu pengukuran piawai bermakna kesemua calon mendapat penilaian yang adil dan saksama kerana masalah perbezaan penilaian dalam kumpulan dan masa yang berbeza telah dapat diatasi