The Influence of High Performance Work Systems (HPWS) On Innovative Work Behaviour Through Work Engagement

High performance work systems (HPWS) has dominated human resource management research on the importance of this bundle of HR practices to organizations. To date, research in this area has focused greatly on the organizational performance and innovation. However, mainstream HPWS research has paid little attention to employees‟ innovative work behaviour, or to the relationship between HPWS and work engagement. . Therefore the purpose of this study to investigate the relationship between HPWS and innovative work behaviour. This study also aims to examine the mediating role of work engagement between HPWS and innovative work behaviour. In this article, theory of job-demand resource used to describe the influence of HPWS as organizational resources on innovative work behaviour through work engagement. . The outcome of this study generates relevant information for organizations in recognizing the HPWS practices as well as enabling the organizations to highlight the most practical and significant HPWS implementatio

Measuring customer satisfaction level at counter service, SunLife Malaysia Johor Bahru

This article was published, to identify significant effect between factors influencing customer satisfaction, in SunLife Malaysia Johor Bahru. Every business organization’s success depends on the satisfaction of their customers. Service quality is well recognized to influence the customer satisfaction. According to the Life Insurance Association Malaysia (LIAM) records, there are increasing numbers of complaints were reported from 2005 until today. Some issues such as poor service, delay in settlement of claims, wrong information, price fixing and lack of professionalism in their work by the agents of insurance companies and many others reasons were reported. Although there are several studies on customer satisfaction has been carried out before, unfortunately there are not many studies were done mainly in counter service for insurance companies in Malaysia. This study aims to measure the level of factors influencing customer satisfaction towards insurance counter service. 400 numbers of participants were chosen to conduct this study consist of existing SunLife Malaysia Johor Bahru customers. Quantitative method was conducted whereby 200 sets of hard copy questionnaires were distributed to the walk-in customers in the service counter. Another 200 sets of Google Form questionnaire were distributed online. However, researcher only received back 230 sets of responded questionnaires which are sufficient number to perform the research. The result shown that there is a significant effect between the 3 construct in counter service practice towards customer satisfaction, whereby Staff has become the highest element (based on the mean score) among the three factors. This study is expected not only to prove the conceptual of counter service practice; but the empirical evidence from the study can be used in order to facilitate more detailed future studies especially in customer service fields. It is also expected to improve understandings of the factor contribute to the customer satisfaction level in the service counter. The result of this study is beneficial to the insurance sectors’ counter service mainly in customer service department to enhance more customer satisfaction and loyalty towards the organizations

The factors influence job stress in perspective Royal Malaysian Customs Department Johor

A study on role work overload, role insufficiency, role ambiguity, role conflict, and job stress within tax administration especially in a developing country is not much evidenced in the literature. Therefore, this study's objective is to measure the level of job stressors and to determine the significant relationship between sources of job stress (role work overload, role insufficiency, role ambiguity, role conflict) and job stress in the Royal Malaysian Customs Department Johor. The data was collected using quantitative data through a questionnaire survey among 194 employees of the Royal Malaysian Customs Department (RMCD) Johor. The study uses SPSS Software to measure the relationship between the source of stressor and job stress. Cluster sampling was used to collect the primary data from the employee from different levels and division at RMCD Johor. The data was analysing with descriptive analysis and SEM analysis. Outcomes from this research found that the highest score mean of job stressor is role ambiguity. Findings from this study found that exists a significant relationship between the four job stressor with job stress. In the future, the reference and guidance can be done by tax administration RMCD to address this work pressure problem. It is hoped that the often stressed civil servants could make this study a guide to avoiding high pressure that will be reducing their job performance and achievements

Improving patient satisfaction at paediatric outpatient clinic services, Hospital Tuanku Fauziah

This article aims to give an overview of the importance of customer satisfaction. In the context of the healthcare setting, patient satisfaction remains a useful indicator to measure customer satisfaction. Hence, reflecting the quality of healthcare services. Customer expectation and experience play an important role in determining customer satisfaction. Customer satisfaction is the degree to which the products or services provided by the organisation meet the expectation and how is their experience with the products or services. This article emphasised the relationship between customer expectations and experience with customer satisfaction at outpatient clinic services based on previous literature. The reliability and validity of the research instruments used to measure customer satisfaction in this study are discussed to ensure that the research instrument has high reliability and validity. Thus, proving that measuring patient expectation and the patient experience level is important in determining customer satisfaction at outpatient clinic services. The findings of this study revealed that all variables of this study are of high reliability and validity

The relationship between knowledge, job satisfaction and job performance among university counselors in China

This paper was designed to analyze the direct effect of professional knowledge on job satisfaction and job performance among counselors in China. In addition, the mediating effect of job satisfaction within this relation was also tested. This article utilized a quantitative method by distributing questionnaires to counselors in 10 universities in Hunan province. Three hundred and ten responses were collected through stratified and simple random sampling method. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to analyze the data. The results revealed that counselors’ knowledge was significantly related with their performance, and showed significantly related to job satisfaction. In addition, the result revealed that job satisfaction can mediate the relationship between knowledge and job performance

Critical Success Factors of High-Performance Work Systems (HPWS) Practices: Findings from Malaysian SMEs

This study identified the critical success factors of high-performance work systems (HPWS) in Malaysian manufacturing small and medium enterprises (SMEs). A pilot study was conducted on 30 SMEs from Malaysian manufacturing industries whereby a 55-item questionnaire captured the implementation level of HPWS practices in these industries. Descriptive analysis was performed to analyse the data using Statistical Package for the Social Sciences (SPSS) version 23 software. The findings showed that selective staffing was one of the most critical success factors of HPWS implementation in SME manufacturing industries. This study offers important guidelines for managers in Malaysian SMEs to implement HPWS and to improve SME performance. This research also provides new insight into the critical success factors of HPWS implementation as a tool to enhance employee productivity

The influence of high performance work systems (HPWS) on innovative work behaviour through work engagement

High performance work systems (HPWS) has dominated human resource management research on the importance of this bundle of HR practices to organizations. To date, research in this area has focused greatly on the organizational performance and innovation. However, mainstream HPWS research has paid little attention to employees‟ innovative work behaviour, or to the relationship between HPWS and work engagement. . Therefore the purpose of this study to investigate the relationship between HPWS and innovative work behaviour. This study also aims to examine the mediating role of work engagement between HPWS and innovative work behaviour. In this article, theory of job-demand resource used to describe the influence of HPWS as organizational resources on innovative work behaviour through work engagement. . The outcome of this study generates relevant information for organizations in recognizing the HPWS practices as well as enabling the organizations to highlight the most practical and significant HPWS implementation

Critical success factors of high-performance work systems (HPWS) practices: findings from Malaysian SMEs

This study identified the critical success factors of high-performance work systems (HPWS) in Malaysian manufacturing small and medium enterprises (SMEs). A pilot study was conducted on 30 SMEs from Malaysian manufacturing industries whereby a 55-item questionnaire captured the implementation level of HPWS practices in these industries. Descriptive analysis was performed to analyse the data using Statistical Package for the Social Sciences (SPSS) version 23 software. The findings showed that selective staffing was one of the most critical success factors of HPWS implementation in SME manufacturing industries. This study offers important guidelines for managers in Malaysian SMEs to implement HPWS and to improve SME performance. This research also provides new insight into the critical success factors of HPWS implementation as a tool to enhance employee productivity

Nurses’ perception of structural empowerment in commitment towards quality improvement sustainability

The purpose of this study is to examine the level of nurses’ perception on key predictors of structural empowerment that provided at workplace, which could influence the nurses’ commitment towards sustainability activities through QI in healthcare, Malaysia. The researcher has utilized the dominant elements of the Quality Improvement Framework (2016) developed by National Improvement (QI) team and relate to the conceptual links of Kanter’s Structural Theory of Power in Organizations (1977, 1993) to form the conceptual framework to support the current basic quantitative study. A total of 315 nurses from 5 private specialist hospitals in Johor, Malaysia was participated in the current study. Data were analyzed using descriptive statistics and structural equation modelling (SEM) analyses. Through descriptive statistics, results revealed that the nurses perceived themselves to empower with moderate to high level of powers gains through their existing formal and informal QI activities/system, as well as accesses to job-related empowerment structures in the workplace that could enhanced their commitment towards QI sustainability. SEM analysis indicated that a significant effect of job-related empowerment structures and the nurses’ commitment towards sustainable QI practices in local private healthcare sector in Johor, Malaysia. In conclusion, nurses can be empowered for sustainability activities through QI at all levels in the healthcare organization if they are empowering with sufficient and efficient of fundamental keys of job-related empowerment structures in workplace

Does Relationship Quality Affect Customer Loyalty of Malaysian National Carmakers: Alternative Attractiveness as Moderator

This paper aims to explore how the intangible element of relationship quality influences the level of customer loyalty towards Malaysian national carmakers in the competitive business of automotive after-sales service. After-sales service is a good platform to retain the customers for a longer term of relationship which creates sustainable business opportunities. The repeated service encounter during the given free warranty period has developed a continuous customer-service provider relationship. Most importantly, the sales of a vehicle have offered existing customers after-sales service business. However, the attractive offers from ordinary workshops have encouraged the existing customers to choose ordinary workshops after the vehicle warranty has expired and the existing relationship with the current service provider is terminated. The loss of existing customers has denied the opportunity for the national carmakers to take advantage of recommendations, referrals, good publicity, and positive word-of-mouth that contribute to a higher level of customer loyalty. Using PLS-SEM as the method of data analysis, this study empirically tested the influence of relationship quality as the independent variable towards customer loyalty while competition variable of alternative attractiveness was tested as a moderator. The data were collected from 312 respondents through the technique of intercept survey and the respondents were chosen based on systematic sampling. The findings revealed that relationship quality was positively related to customer loyalty. However, alternative attractiveness was not significant as a moderator in the relationship between relationship quality and customer loyalty. Based on the results, this study empirically proved that high quality of relationship gives more impact towards customer loyalty compared to other competitors offers. This study benefited the Malaysian national carmakers as it provides empirical evidence on the importance of high-quality customer-service provider relationship which might assist them to develop a unique marketing strategy to retain the existing customers and generates more loyal customers