ORCID Profile
0000-0003-4952-2662
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Publisher: Emerald
Date: 06-07-2010
DOI: 10.1108/13555851011062269
Abstract: The paper aims to empirically investigate the relationship between perceived service quality, satisfaction, trust, and loyalty in e‐commerce settings in two cultures – Malaysian and Qatari – at the level of construct dimensions. A survey method approach was used in this study. To test the dimensionality of the perceived service quality, all 20 items were analyzed using oblique rotation and varimax rotation. The hypotheses were tested using the structural equations modeling and general linear model of univariate analysis of variance. Perceived service quality was found to have a significant impact on customer satisfaction. In turn customer satisfaction was found to have a significant effect on trust. Both customer satisfaction and trust have significant effects on loyalty through word of mouth (WOM) while WOM is an antecedent of repeat visits or repurchase intentions. Interestingly, trust does not directly influence the latter. With the exception of the effect of satisfaction on trust, we found no significant difference between the effects of perceived service quality on satisfaction, satisfaction on loyalty, and trust on loyalty among the Qatari and Malaysian customers indicating that the relationships in the model did not hold across the two cultural groups because the respondents have similar cultural background. This study suffers from a limitation in that it uses a convenience s ling technique without a fully matched profile of the respondents. However, the satisfactory fit of the estimated model allows for the study to be a basis of a reliable comparison for future research. In an e‐commerce setting companies can increase customer loyalty directly by improving the ease of use, the attractiveness, and the security of their website. Thus, marketers should tailor their marketing strategies to fit each marketing environment because overseas success of their business is very much a function of cultural adaptability. The major contribution of this study is that it is the first attempt to investigate the impact of word of mouth on trust and intention.
Publisher: IGI Global
Date: 2014
DOI: 10.4018/978-1-4666-4749-7.CH014
Abstract: This chapter examines various radical and incremental changes and innovations (physical, economic, educational, societal, and cultural) introduced by the government of Saudi Arabia in view of the slogan “modernization without westernization.” The slogan highlights the government efforts to encourage incremental change to integrate development or modernization with the traditional values. However, the authors aim to confirm whether this is an incremental change accepted by the public or a radical change where the tradition is being replaced by westernization, that is, whether it is modernization with or without westernization. The approach taken in this study is to examine the literature in order to find some evidence that supports or refutes the slogan. The authors also conducted a questionnaire survey involving 237 respondents in order to determine their perceptions toward this slogan. The results provide strong support for both modernization and westernization since these two practices have brought about many positive changes to Saudi Arabia. Thus, if one were to include certain Saudi values into the concept of modernization, particularly those related to culture and religion, one could safely say that the slogan or motto, “modernization without westernization,” is true or acceptable only up to a certain extent. In other words, the findings suggest Saudi society is more accepting of both “modernization” and “westernization” as long as they do not go against the basic tenets of Islam.
Publisher: Informa UK Limited
Date: 06-2012
Publisher: Emerald
Date: 07-2006
DOI: 10.1108/03090560610670016
Abstract: The paper aims to investigate both Western and Eastern corporate branding thoughts and examine the interrelation among four corporate branding dimensions (i.e. corporate name, image, reputation and loyalty) and their joint impact on consumers' product evaluation. Building on extensive literature, a model of consumers' product evaluation that includes the major determinants of corporate branding is proposed. Based on a s le of 218 Japanese and American consumers, structural equation modeling and general linear model analyses are used to test hypotheses. The research reveals that Japanese and American consumers have different perceptions with respect to the effect of corporate image and corporate loyalty. The corporate name was found to have a significant impact on corporate image and corporate reputation was found to have a significant affect on corporate loyalty. The corporate reputation is also found to be a mediator of the corporate image's effect on consumers' product evaluation. The paper suggests that marketers should carefully consider the corporate name when designing their branding strategies. Marketers are also called on to adapt their corporate branding approaches to fit each marketing environment and enhance corporate loyalty to reduce the switching behavior of consumers. The paper clarifies the interrelation among the four corporate branding dimensions and shows that consumers of different cultures do not perceive in the same way the impact of corporate branding determinants.
Publisher: World Scientific Pub Co Pte Lt
Date: 24-03-2017
DOI: 10.1142/S1363919617500219
Abstract: We investigate the influence of innovations, creative organisational climate and culture on competitiveness and performance of firms. Data came from a survey of 135 Saudi Arabian executives. Findings indicate that incremental innovations directly influence the performance of Saudi Arabian firms. We found significant influence of firms’ working environment on their competitiveness, which in turn directly influences their performance. The overall results of this study point to the need of firms in Saudi Arabia to improve their innovativeness, competitiveness, and performance in the light of the recent drop in oil prices that has resulted in drastic reduction in the country’s revenues.
Publisher: Emerald
Date: 10-2006
Publisher: Emerald
Date: 06-2010
DOI: 10.1108/13683041011047849
Abstract: The purpose of this research is to examine the importance of organizational change involving an implementation of a reform project in a higher learning institution in Qatar. The project was aimed at enhancing the institution's corporate image and value in its effort to be an institution of choice in the country. Based on the results of two separate focus group sessions, a survey questionnaire was developed and was then sent to 8,000 respondents. Data from 866 usable questionnaires were analyzed using a rating scale to identify the degree of agreement among the respondents with respect to a number of statements posed to them as well as using an independent‐s le t‐test to determine whether differences exist between male and female students with regards to the statements. Results showed that the respondents agreed with all of the statements pertaining to image, value, academic levels, c us life and the reform project carried out by the higher educational institution under study. Academic levels appeared to be extremely important because it is an essential element in building and enriching both the image and the value of the institution and is of particular importance to attract new students. With the enhanced image resulting from the reform project, the institution is moving in the right direction towards becoming an excellent institution which will be sought after by both Qatari and international students. The implications of this study suggest that the top management needs to consider the identified variables in their effort to boost the image and value of the institution. They should also focus on in idual needs in order to implement the changes successfully. The findings from this study reveal the nature of professional practice in a higher education institution, demonstrates the impact of this work context on practices, and provides concrete strategies for managing organizational change in building and enriching its image and value.
Publisher: Informa UK Limited
Date: 10-2006
Publisher: Elsevier
Date: 2008
Publisher: Informa UK Limited
Date: 29-03-2010
Publisher: Emerald
Date: 20-03-2009
DOI: 10.1108/13683040910943054
Abstract: The purpose of this paper is to investigate how perceived service quality, satisfaction and trust determine loyalty in e‐commerce settings at the level of construct dimensions. A survey method approach was used in this study. To test the dimensionality of the perceived service quality, all the 20 items were analyzed using oblique rotation and varimax rotation. The hypotheses were tested using the structural equations modeling. Empirical results indicate that only assurance does appear to play an imperative role in building trust as suggested by many authors. Of particular interest is the finding that word‐of‐mouth (WOM) is an antecedent of trust and intention. It becomes clear that WOM is a relatively important driver of trust and intention in e‐commerce settings. The study may also be delimited to Qatar only. Further research could complement it by exploring the study variables and other variables not mentioned in depth here. Satisfaction, which contributes considerably to loyalty, can be increased by providing an attractive user interface, and an easy to use and interesting system. Specifically, the positive word‐of‐mouth decreases the need for marketing expenses and can increase revenue if new customers are attracted. Online retailers should direct their before‐ and after‐sales service mechanisms towards developing consumers' willingness to get engaged in positive WOM in favour of the company and its services. The major contribution of the study is that it is the first attempt to investigate the impact of word of mouth on trust and intention ahead of previous studies.
Publisher: Scientific Journal Publishers Ltd
Date: 17-07-2015
DOI: 10.2224/SBP.2015.43.6.921
Abstract: We investigated female students' perception of service quality in the context of a gender-segregated college of business at a public university in Saudi Arabia. Participants ( N = 164) completed the SERVQUAL to rate the service quality dimensions of assurance, responsiveness, empathy, reliability, and tangibility. We found that students perceived the faculty members as being unable to give caring and in idualized attention (empathy), convey trust and confidence (assurance), or perform services dependably and accurately (reliability). Possible explanations for these deficiencies and some suggestions for enhancing service quality are provided, along with implications for practice.
Publisher: Emerald
Date: 07-03-2016
DOI: 10.1108/JIMA-08-2014-0052
Abstract: – This study aims to investigate the influence of quality of lifestyle (QoL) on affluent Muslim consumers that in turn influences their interests or inclinations, either towards “relationship” or “materialistic” QoL, when purchasing luxury products or services. – This research uses a questionnaire-based survey involving 233 Muslim customers. Data were analysed using exploratory factor analysis, confirmatory factor analysis and structural equation modelling. – The results show that relationship QoL of the consumers insignificantly affects their materialistic QoL. Thus, one way of achieving their quality lifestyle is through sharing and generosity and not through materialistic QoL. Also, their relationship QoL affects their basic necessity QoL through physical and community relationships but not through their social relationship. Furthermore, basic necessity QoL negatively affects both materialistic QoL and luxury purchase inclinations, indicating that they generally tend to go for material goods once their basic needs are fulfilled. Finally, there is a significant positive effect of materialistic QoL on their interest in purchasing luxury products or services. – The small s le size used in this research represents the main limitation of this research. This study provides further evidence that the preferences for luxury products/services are not the same across cultures. In the affluent country of Qatar, consumers initially prefer relationship QoL over materialistic QoL. After they have surpassed the basic necessity QoL, only then they would go for materialistic QoL and be inclined to go for luxury products/services. – This study has found that there are great opportunities for international luxury product marketers to market their products and services to Muslim customers in the lucrative market of Qatar or in other affluent Muslim markets similar to that of Qatar. – The findings imply that the lifestyles of affluent Muslim consumers are slightly different from consumers in other societies/cultures in terms of their preference for luxury goods and services. Their interests in buying luxury products and services are somewhat guided by their religious convictions, which caused them to give preference to basic necessity QoL over materialistic QoL, at least at the initial stage of their lifestyle. – The novelty of this study is its focus on understanding whether luxury consumption in a “new rich” Muslim developing country (Qatar) nourishes “materialistic” or “relationship” values of QoL. Also, although researches on materialistic QoL are in abundance, research on relationship QoL is somewhat limited. Thus, the major contribution to this study is the adoption of a more comprehensive approach to investigating QoL of consumers in an affluent Muslim country.
Publisher: Emerald
Date: 14-11-2016
DOI: 10.1108/APJML-01-2016-0009
Abstract: Prior research has found that consumers’ purchasing behavior varies amongst consumers of different cultures. The purpose of this paper is to examine the behavior of consumers of luxury products by investigating the relationships between their collective-oriented values (pertaining to religion, family, and community), and their materialism or materialistic orientation, resulting in them using such products to signal their social status to others, and whether they are getting satisfaction from using such products, in an effort to understand how the behaviors vary between Malaysian and Saudi Arabian consumers. Data were collected by a questionnaire survey where 1,388 self-administered questionnaires were collected from Baby boomers, Generations X and Y respondents in two major cities: Kuala Lumpur, Malaysia and Jeddah, Saudi Arabia. The data were analyzed using structural equation modeling. The authors also assessed the structure and reliability of the constructs developed for this research as well as tested some hypotheses regarding their interrelationships, across the two different cities/cultures. Findings demonstrate the complexity of cultures and lifestyles of consumers and societies. For Saudi consumers, their materialistic tendency is significantly influenced by their religious, family values (inverse relationship), and community values, whereas for the Malaysian consumers, this tendency was only significantly influenced by their family values. For the Saudis, there were strong positive relationships between materialistic values and product status signaling and between product status signaling and product satisfaction, whereas for the Malaysians, both relationships were also positive but only moderate in strength. Overall, the results show that the Malaysians were more materialistic than the Saudis. But, since the Saudis have higher income, they are in a better position to fulfill their materialistic desire than their Malaysian counterparts. The convenience s ling used for the study is the main limitation. Another limitation of this study is that it was done in only one major city in each of the two countries. Consumers from the two cultures/cities do use luxury products to signal their status in the society, despite their different cultures and country income levels and that the consumption of those products gave both of them satisfaction. Hence, as a practical implication, international marketers of luxury products and services could and should continue to market their products and services in these two countries. However, they need to understand that the factors that influence the consumers’ materialism are different between the two cultures/cities and hence their marketing strategies need to take this into consideration. All the issues discussed in this study have not been previously empirically investigated and compared in two different developing countries – Saudi Arabia, a mono-cultural and high-income country) and Malaysia (a multi-cultural and upper middle income country) despite their rapid growth rates and economic importance.
Publisher: Elsevier BV
Date: 10-2002
Publisher: IGI Global
Date: 2015
DOI: 10.4018/978-1-4666-8139-2.CH009
Abstract: This chapter explores the luxury consumption behavior of affluent Muslim consumers within a rich Islamic country. Hofstede (1983) cultural dimensions were used to make comparisons between materialistic and relational approaches impacting Quality of Life. Islamic ideologies of Comprehensiveness, Moderation, and Necessities were utilized in evaluation of consumption behavior of rich Muslims. In addition, impact of gender, education, and income on luxury consumption behavior were analyzed to afford a view associated with thinking and actions of affluent Muslim consumers. Hence, the fundamental objective of the chapter was to present, largely through relevant literature support and observations, the Islamic and social perspectives of consumption, Quality of Life orientations and their association with consumption, key demographics likely to play an important part in shaping and practice of luxury consumption amongst affluent Muslim consumers.
Publisher: IGI Global
Date: 10-2010
Abstract: This paper examines the influence of innovation and continuous improvement practices on the competitiveness of firms, which in turn affect their performance. Results obtained from 112 Qatari firms confirm that continuous improvements had a significant positive influence on the firms’ competitiveness. Among six of the ten Ekvall’s creative climate factors examined, only four had some positive influence on the competitiveness of the firms. The authors also found that the organization’s internal environment had significant positive influence on the competitiveness of the firms. Furthermore, results show that organizational competitiveness significantly influenced performance. Managerial implications of the findings are also provided.
Publisher: IGI Global
Date: 2012
DOI: 10.4018/978-1-4666-0246-5.CH010
Abstract: This chapter investigates how image, perceived service quality, and satisfaction determine customer retention in the retail banking industry in Malaysia. Data was obtained using a self-administered survey involving a convenience s le of 134 retail banking customers in Malaysia. The results show that image is both directly and indirectly related to retention through satisfaction, while perceived service quality is indirectly related to retention through satisfaction. The chapter concludes that satisfaction is not the sole determinant of retention in retail banking. Some managerial implications of this research find that the interrelationships between the determinants (image, quality, and satisfaction) allow bank managers to better understand the dynamics of customer retention formation.
Publisher: Scientific Journal Publishers Ltd
Date: 15-07-2016
DOI: 10.2224/SBP.2016.44.6.973
Abstract: We investigated the mediating role of product status signaling in the relationship between materialism and product satisfaction of Saudi and Malaysian adults. We performed structural equation modeling to analyze data from 894 Generations X and Y participants in Malaysia and Saudi Arabia, who responded to a self-administered survey. Contrary to previous research findings both from Malaysia, and from North American and other Western-culture s les, there were positive significant direct effects of materialism on product satisfaction for consumers in both countries. The results of the mediating effect (materialistic values → product status signaling → product satisfaction) indicated that, for Saudis, the effect was positive and moderate in strength, whereas for Malaysians, the effect was positive and strong. The overall results showed that product status signaling acted as a partial mediator in the relationship between materialistic values and product satisfaction. On the basis of these results, it is important for marketers to understand that both Malaysian and Saudi consumers—Saudis in particular—tend to rely, and focus, on the symbolic meanings attached to products that will only be successfully communicated if the symbolism in the product is socially and visibly recognized by these consumers. Suggestions for future research are offered.
Location: Australia
No related grants have been discovered for Norizan Kassim.