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1 – 10 of 14
Article
Publication date: 3 June 2020

Tat Huei Cham, Boon Liat Cheng, Mei Peng Low and Jason Boon Chuan Cheok

Following promising growth of the international medical tourism industry, competitions within the global market have escalated tremendously with increased involvement by numerous…

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Abstract

Purpose

Following promising growth of the international medical tourism industry, competitions within the global market have escalated tremendously with increased involvement by numerous healthcare providers to acquire a share of its disposable income. The brand reputation would hereby play a determining role as a competitive strategy. Specifically, this paper aims to investigate the impact of social and marketing aspects on the brand image of medical tourism-based hospitals, alongside its relationship toward service quality. In turn, the influence of perceived service quality on satisfaction and the perceived value was examined, in view of further potential behavioral intention among medical tourists on healthcare providers in Malaysia.

Design/methodology/approach

The data were collected through a survey questionnaire among medical tourists, with 596 successful cases collected via 6 major private hospitals at 3 popular Malaysian medical tourism locations. Data analysis was then performed using both SPSS and Smart PLS software.

Findings

The findings from the present study acknowledged the importance of both social (e.g. social media and word-of-mouth communications) and marketing (e.g. hospital advertisement and price perception) aspects toward establishing brand image among medical tourism-based hospitals. Consequently, the brand image would influence perceived service quality among medical tourists; further entail positive impact on behavioral intention, with satisfaction and perceived value as mediators between both factors. Following PLS predict analysis confirming this model’s high predictive capability, it demonstrated close representation to actual medical tourism scenario in Malaysia.

Originality/value

This study is one of the very few studies that explored the minimally investigated territory on the consequential importance of hospital branding within the medical tourism industry; specifically through extending the literature on the influence of social and marketing efforts toward the formation of brand image.

Details

European Business Review, vol. 33 no. 1
Type: Research Article
ISSN: 0955-534X

Keywords

Article
Publication date: 15 May 2024

Boon-Liat Cheng, Tat-Huei Cham, Zijie Gao, Mohd Fairuz bin Abd Rahim, Teck Chai Lau and Michael M. Dent

The surge in pharmaceutical and health supplement usage among consumers aims to enhance personal well-being. This growing opportunity for pharmaceutical brands has resulted in…

Abstract

Purpose

The surge in pharmaceutical and health supplement usage among consumers aims to enhance personal well-being. This growing opportunity for pharmaceutical brands has resulted in increased market share and intensified industry competition. Using the theory of planned behaviour (TPB), this study aims to identify the factors influencing Malaysians’ choices regarding pharmaceutical and health supplements. In addition, the variable of past behaviour was incorporated to account for consumer decisions based on prior experiences.

Design/methodology/approach

Using purposive sampling, 300 questionnaires were gathered and analysed via Statistical Package for the Social Sciences and structural equation modelling technique via Analysis of Moment Structures software to validate the reliability of each variables and the postulated relationships within the research framework.

Findings

Results revealed a pronounced impact of past behaviour on the intention to consume pharmaceutical and health supplements. The mediating role of perceived behavioural control in bridging past behaviour and consumption intention was also ascertained. Notably, the findings support the inclusion of past behaviour in the TPB as a pivotal determinant of intention.

Originality/value

The insights gleaned underscore the escalating trend of pharmaceutical consumption in Malaysia, providing strategies to enhance and maintain the competitive edge and market position of pharmaceutical brands.

Details

International Journal of Pharmaceutical and Healthcare Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1750-6123

Keywords

Article
Publication date: 15 December 2021

Tat-Huei Cham, Jun-Hwa Cheah, Boon-Liat Cheng and Xin-Jean Lim

Since its inception, mobile payment is rapidly gaining popularity over the years, and starting to replace traditional modes of payment. The usage of mobile payments has further…

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Abstract

Purpose

Since its inception, mobile payment is rapidly gaining popularity over the years, and starting to replace traditional modes of payment. The usage of mobile payments has further escalated following various precautionary measures (i.e. social distancing) in curbing the transmission of the COVID-19 outbreak. However, most of the elderlies are still sceptical about the usage of mobile payment services. The current study was set to investigate the impact of functional, psychological and risk barriers that resulted in elderlies' resistance towards using such services. The impact of stickiness to cash was also examined as a moderator on the investigated relationships.

Design/methodology/approach

Online survey questionnaires were used to collect the responses from 400 elderly consumers at the age of 60 and above. Data analysis was then performed using the SPSS and AMOS statistical software packages.

Findings

Findings obtained acknowledged the significance of functional (i.e. perceived complexity, perceived incompatibility and perceived cost), psychological (i.e. lack of trust, inertia, and technological anxiety) and risk (i.e. privacy risk, security risk, financial risk and operational risk) barriers in influencing resistance towards mobile payment services among the elderlies. Consequently, resistance would influence their attitude and non-adoption intention; with attitude as the mediator between resistance and non-adoption intention. Finally, moderation analysis also confirmed the moderating effect of stickiness to cash towards elevating the correlation between resistance and non-adoption intention.

Originality/value

This study is one of the very few studies that explored the minimally investigated territory on the consequential importance of mobile payment usage among the elderlies, specifically, through extending the literature on the impact of functional, psychological and risk barriers towards the individuals' resistance. Besides, this study also successfully contributed to existing body of knowledge by highlighting the mediating role of attitude and moderating role of stickiness to cash in the interrelationships between resistance, attitude and non-adoption intention.

Details

International Journal of Bank Marketing, vol. 40 no. 5
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 30 November 2020

Tat-Huei Cham, Boon Liat Cheng and Caryn Kar Yan Ng

The clothing industry is one of the earmarked industries in many countries following the rising demand and consumption of clothing products among millennials. Malaysia and…

2082

Abstract

Purpose

The clothing industry is one of the earmarked industries in many countries following the rising demand and consumption of clothing products among millennials. Malaysia and Thailand are known to be promising markets for this industry in the South East Asia region. The purpose of this study is to investigate the influence of psychological and marketing factors on clothing interest among Generation Y consumers, as well as the interrelationships between self-confidence, product attitude and purchase intention. The impact of nationality was also examined as a moderator on the investigated relationships.

Design/methodology/approach

The data was collected among Generation Y consumers using a survey questionnaire, which had successfully gathered a total of 388 usable cases from the capital cities of Malaysia (Kuala Lumpur) and Thailand (Bangkok). These cities were selected for being the largest cities in its country which contain the highest number of shopping malls, offices and Generation Y population. Data analysis was then performed using both the SPSS and AMOS software.

Findings

Findings obtained acknowledged the importance of both psychological (i.e. fashion innovativeness, self-concept, fashion consciousness and need for uniqueness) and marketing (i.e. social media marketing and fashion advertisement) factors towards the clothing interest among Generation Y consumers. Consequently, clothing interest would influence their product attitude, self-confidence and purchase intention, with product attitude and self-confidence as the mediators between clothing interest and purchase intention. Multigroup analysis confirmed that there are differences between Generation Y consumers in both Malaysia and Thailand, where Thai consumers hold a stricter emphasis concerning the influence of social media marketing on clothing interest and self-confidence on purchase intention.

Originality/value

This study is one of the very few studies that explored the minimally investigated territory on the consequential importance of clothing interest within the clothing industry, specifically, through extending the literature on the influence of psychological and marketing factors towards the individuals’ clothing interest. Moreover, this study also successfully highlighted the mediation role of product attitude and self-confidence in the relationship between clothing interest and purchase intention.

Article
Publication date: 12 August 2020

Cheng Boon Liat, S.R. Nikhashemi and Michael M. Dent

Having Middle Eastern tourism industry as the context, this study aims to examine the impact of the four main dimensions within service innovation (i.e. product, process…

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Abstract

Purpose

Having Middle Eastern tourism industry as the context, this study aims to examine the impact of the four main dimensions within service innovation (i.e. product, process, organizational and marketing innovations) on tourist satisfaction; subsequently, towards the development of destination loyalty. Realized that religiosity prevails as an important social force that shapes individual behaviours, this study, hence, placed further assessment upon its moderating role, specifically in the relationships between tourist satisfaction and destination loyalty.

Design/methodology/approach

With adopting the approach of self-structured questionnaire, 214 usable responses had been collected for this study. Obtained data was then analyzed by conducting exploratory factor analysis, confirmatory factor analysis and multiple linear regression analysis through the usage of structural equation modelling.

Findings

Analysis of obtained data has revealed all the investigated dimensions within service innovation as active predictors to tourist satisfaction, with the exception of product innovation, while having marketing innovation being of highest significance. In turn, tourist satisfaction is found to greatly influence the formation of destination loyalty. Findings then provide notable indication on religiosity as a moderating factor to the proposed relationships within the investigated framework, between service innovation and tourist satisfaction, as well as tourist satisfaction and destination loyalty.

Originality/value

This study, thus, revealed the level of religiosity, particularly from the standpoint of Islamic perspectives, in playing a critical role towards predicting capability of service innovation on tourist satisfaction, and further, destination loyalty. Contributions hereby lie on theoretical and pragmatic insights concerning aspects of service and Islamic marketing within today’s tourism front.

Details

Journal of Islamic Marketing, vol. 12 no. 9
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 29 November 2018

Boon Liat Cheng, Chin Chuan Gan, Brian C. Imrie and Shaheen Mansori

The purpose of this study is to investigate the impact of service recovery dimensions on customer satisfaction and, subsequently, on customer loyalty in the context of the hotel…

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Abstract

Purpose

The purpose of this study is to investigate the impact of service recovery dimensions on customer satisfaction and, subsequently, on customer loyalty in the context of the hotel industry.

Design/methodology/approach

A self-administered questionnaire was distributed to 500 respondents who had the experiences of staying in the hotels in Malaysia. The structural equation modelling technique was used to study the relationship between the model and the developed hypotheses.

Findings

The findings revealed that service recovery dimensions are significantly related to customer satisfaction and have a positive relationship between customer satisfaction and customer loyalty.

Practical implications

As the main sector in the hospitality business, hotels play a vital role in the tourism industry. Therefore, the developments in tourism and hotels go hand in hand, as they are mutually dependent on each other. With significant yearly developments in the tourism industry and at a constant rate, hotel operators should reconsider their business strategies to achieve customer loyalty and sustain their businesses. In view of that, the findings of this study not only benchmarks better hotel services but also provides an improved understanding of service recovery that will effectively aid hotel operators in handling service failures; otherwise, customer dissatisfaction may occur if poor service recovery strategies are implemented.

Originality/value

The intense competition in the service industry has driven companies to place extra attention on service recovery so as to ensure continuous success. With a yearly significant development in the tourism industry at a constant rate, hotel providers (one of the major beneficiaries) are driven to reconsider their business strategies to achieve customer loyalty and sustain their business.

Details

International Journal of Quality and Service Sciences, vol. 11 no. 2
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 17 June 2024

Anuja Chalke, Boon Liat Cheng and Michael Dent

Storytelling-driven messaging for luxury hotels is a robust social media marketing strategy to boost electronic word of mouth (e-WOM) and induce visit intention. This paper…

Abstract

Purpose

Storytelling-driven messaging for luxury hotels is a robust social media marketing strategy to boost electronic word of mouth (e-WOM) and induce visit intention. This paper focuses on individual-related characteristics related to imagery processing and explores their relationship with brand trust and narrative transportation. Gender is examined for its potential moderating impact on relationships revolving around e-WOM intent formation.

Design/methodology/approach

This study employs the partial least squares-structural equations modelling (SEM) and multi-group analyses (MGA) approaches to examine consumer responses to luxury hotel brands’ Instagram marketing. Data from 268 responses to an online survey was analyzed on Smart PLS4.

Findings

Results confirm that comprehension fluency, imagery fluency and narrative transportation are predictors of brand trust. Additionally, brand trust and narrative transportation impact e-WOM intention. The impact of narrative transportation on e-WOM intention is relatively stronger in men; while women exhibit a stronger impact of brand trust on e-WOM intention.

Practical implications

It is recommended that luxury hotel brands create content which is easy to comprehend and also capable of inducing mental imagery, to boost the narrative transportation effect. Content should be tailored to target specific gender segments to enhance e-WOM effectiveness. Detailed strategies for segment-specific content are discussed in the paper.

Originality/value

This study demonstrates how gender differences shape consumer responses to brand storytelling on Instagram, particularly for luxury hotels, filling a notable gap in extant literature.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 8 January 2018

Sivakumari Supramaniam, Sanjaya S. Gaur, Izian Idris and Boon Liat Cheng

The purpose of this paper is to identify the potential business opportunities for Middle Eastern entrepreneurs by understanding the Malaysian Muslim’s ways of experiencing and…

Abstract

Purpose

The purpose of this paper is to identify the potential business opportunities for Middle Eastern entrepreneurs by understanding the Malaysian Muslim’s ways of experiencing and realising value of products originating from Middle Eastern countries.

Design/methodology/approach

Phenomenography approach has been used to identify the variations among the Muslim consumers’ ways of experiencing Middle Eastern products.

Findings

The authors reported that Muslim consumers considered the country of origin as an important cue that affects their knowing, understanding, judging and acting on products originating from Middle Eastern countries.

Originality/value

Understanding developed from the Malaysian Muslim consumers enabled authors to suggest business opportunities for Middle Eastern entrepreneurs to enter and expand their operations in other leading Islamic countries.

Details

Management Decision, vol. 56 no. 1
Type: Research Article
ISSN: 0025-1747

Keywords

Article
Publication date: 8 February 2016

Tat Huei Cham, Yet Mee Lim, Boon Liat Cheng and Teck Heang Lee

This study aims to examine the impact from technical and social aspects on knowledge management system (KMS) success. Moreover, this study also attempts to examine the…

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Abstract

Purpose

This study aims to examine the impact from technical and social aspects on knowledge management system (KMS) success. Moreover, this study also attempts to examine the interrelationships between KMS success and user satisfaction.

Design/methodology/approach

A questionnaire survey was used to collect data from the commercial bank officers to test the proposed KMS success model. All the measurement scales adopted in this study were adopted from the existing literature. The data collected in this study were analysed using both SPSS and structural equation modelling approach via AMOS.

Findings

The research results indicate that both technical (knowledge quality, system quality and service quality) and social factors (user trust and management support) play a significant and positive role in system user satisfaction. The results also show that user satisfaction have a direct influence on the success of KMS and vice versa.

Originality/value

This study is one of the few studies on KMS which include both the technical and social perspectives in examining KMS success. This research study raises the importance of social factors, which have been earlier neglected by many studies on KMS success models. Moreover, the interrelationships relationship between KMS success and user satisfaction also been examined in this study.

Details

VINE Journal of Information and Knowledge Management Systems, vol. 46 no. 1
Type: Research Article
ISSN: 2059-5891

Keywords

Content available
Article
Publication date: 7 January 2021

Joe F. Hair, Jun-Hwa Cheah, Christian M. Ringle, Marko Sarstedt and Hiram Ting

1956

Abstract

Details

European Business Review, vol. 33 no. 1
Type: Research Article
ISSN: 0955-534X

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