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Article
Publication date: 22 June 2021

Huay Ling Tay and Hui Shan Loh

With the advent of technological connectivity and access to massive data, the possibilities of augmenting Lean Six Sigma’s Define-Measure-Analyze-Improve-Control (LSS’s DMAIC…

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Abstract

Purpose

With the advent of technological connectivity and access to massive data, the possibilities of augmenting Lean Six Sigma’s Define-Measure-Analyze-Improve-Control (LSS’s DMAIC) problem-solving approach with advanced technologies are enormous. This paper aims to examine digital transformations (DT) of supply chains from a process improvement angle using the LSS DMAIC approach.

Design/methodology/approach

This paper uses a case study approach. Three exemplary case studies were examined to shed light on how LSS can aid in DT to achieve enterprise-wide improvements and enhance value across the supply chains.

Findings

The paper provides a conceptual framework based on a structured DMAIC problem-solving approach to drive improvements in supply chains. The conceptual framework also provides a systematic approach for big data to be integrated in LSS initiatives to achieve greater supply chain performance.

Originality/value

This paper extends research in LSS supply chains by providing a guidance through a conceptual framework that integrate DT and LSS supply chains to support successful digital transformation and LSS supply chains.

Details

Journal of Asia Business Studies, vol. 16 no. 2
Type: Research Article
ISSN: 1558-7894

Keywords

Article
Publication date: 19 January 2024

Hui Shan Loh, Jia Le Lee, Yimiao Gu, Helen Shanyin Chen and Huay Ling Tay

The introduction of digitalisation in the shipping industry has fundamentally transformed traditional business models. This necessitates an investigation of its impact on customer…

Abstract

Purpose

The introduction of digitalisation in the shipping industry has fundamentally transformed traditional business models. This necessitates an investigation of its impact on customer satisfaction. This study aims to adapt the technology acceptance model in its survey instrument design to understand and evaluate customer satisfaction of shipping lines’ digital platforms.

Design/methodology/approach

This study used a mixed-methods approach, incorporating quantitative and qualitative research techniques. Primary data were collected through an online survey designed to measure customer satisfaction in relation to the digitalisation initiatives implemented by the shipping lines. Survey respondents comprised professionals who were online platform users, particularly in the instant spot quotation process and blockchain bill of lading.

Findings

The results for both instant spot quotation process and blockchain bill of lading revealed digital trust to be the most influential determinant of customer satisfaction, followed by perceived ease of use and perceived usefulness. There was also a very strong correlation between perceived ease of use and perceived usefulness as well as between digital trust and perceived ease of use. The managerial implications of digitalisation are also discussed.

Originality/value

The adoption of digital tools is gaining traction in the container shipping sector, and there exists a need to investigate the correlation between digitalisation and customer satisfaction. This study offers significant insights to stakeholders in the shipping industry, particularly in designing and implementing user-friendly digital platforms.

Details

Review of International Business and Strategy, vol. 34 no. 2
Type: Research Article
ISSN: 2059-6014

Keywords

Article
Publication date: 13 November 2017

Hui Shan Loh, Vinh Van Thai, Yiik Diew Wong, Kum Fai Yuen and Qingji Zhou

The purpose of this paper is to provide a risk assessment of port-centric threats that may have adverse effects on supply chain continuity from the perspectives of port operators…

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Abstract

Purpose

The purpose of this paper is to provide a risk assessment of port-centric threats that may have adverse effects on supply chain continuity from the perspectives of port operators and port users, thereby determining the significance of these threats to supply chain disruptions.

Design/methodology/approach

Drawing on literature review and reported cases, 19 port-centric disruptive events were identified. Subsequently, surveys were conducted to collect data from 102 port operators and 123 port users worldwide on the frequencies and consequences of the identified port-centric disruptive events. Risk matrices were then generated to compare the perspectives of port operators and port users.

Findings

The results show that threats related to the planning of port resources require the highest level of attention. This highlights important areas for port managers seeking to improve port resilience and supply chain continuity through a more prudent management of risks.

Research limitations/implications

The results help port managers understand where they should establish strategic capability to increase port resilience and enhance sustainability to benefit port users. However, the study could be further enhanced by evaluating the threats based on different regions of ports and port users and making recommendations for port operators to undertake.

Originality/value

The findings of this paper are significant as they provide an analysis of data gathered from international port operators and port users. Risk matrices have been widely applied in many industries, yet no studies have been conducted to develop a portfolio of port-centric risks at a scale as large as this paper.

Details

The International Journal of Logistics Management, vol. 28 no. 4
Type: Research Article
ISSN: 0957-4093

Keywords

Open Access
Article
Publication date: 12 April 2024

Huong Ha, Man Chung Wong and Hui Shan Loh

This study examines whether corporate social responsibility (CSR) initiatives positively impact customers’ selection of retail banks in Hong Kong (HK) and identifies which CSR…

Abstract

Purpose

This study examines whether corporate social responsibility (CSR) initiatives positively impact customers’ selection of retail banks in Hong Kong (HK) and identifies which CSR domains affect customers’ selection of banks.

Design/methodology/approach

This study adopted a quantitative approach. Primary data were collected from 416 customers of 22 retail banks in HK. The theoretical framework of this study was developed from a literature review, prior studies by Oberseder et al. (2013 and 2014), and CSR initiatives implemented by leading retail banks in HK. Descriptive statistics and statistical tests were used to analyze the data.

Findings

The study found that CSR initiatives positively affect customers’ bank selection. CSR initiatives related to the customer and environment domains are likely to have a greater impact on customers than those related to the society domain and are not likely to significantly impact customers’ bank selection.

Originality/value

This study contributes to the CSR literature by offering enhanced insight into the dynamics of CSR and its effects on customer bank selection. Furthermore, this study tests consumers’ perceptions of CSR initiatives in each CSR domain in the banking sector in Hong Kong – a novel approach that has not been previously explored in existing studies. These findings can help banks review the effectiveness of their CSR initiatives and make informed decisions on which initiatives should pursue improved CSR performance and efficient resource allocation.

Details

Journal of Asian Business and Economic Studies, vol. 31 no. 2
Type: Research Article
ISSN: 2515-964X

Keywords

Content available
Article
Publication date: 9 June 2021

Muhammad Syafiq Essi, Yingsi Chen, Hui Shan Loh and Yimiao Gu

Ship chandlers’ trucks are now facing challenges owing to their job characteristics, which will lead to low productivity of trucks, congestions and pollutions at the port. The aim…

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Abstract

Purpose

Ship chandlers’ trucks are now facing challenges owing to their job characteristics, which will lead to low productivity of trucks, congestions and pollutions at the port. The aim of this paper is to identify important causes and the effects of low truck productivity at the port under the demand of sustainable development.

Design/methodology/approach

Based on the literature review, potential causes and relevant analysis are developed and carried out by using a systematic approach, incorporating in-depth interviews with experts, cause analysis and risk management process.

Findings

Results from the research framework showed that a lack of communication with the port, late arrival of ships, truck congestion and fragmented deliveries are the most important factors that led to low truck productivity at the port. A solution that combines an integrated system that shares real-time information with the port, a consolidation hub and a truck-pooling platform is proposed to comply with green port concepts, together with factors considerations.

Originality/value

Although the operation of ship chandlers’ trucks is a derived business in overall port operations, it is an indispensable element at the port. The findings present a new insight to the relationship between ship chandlers’ trucks productivity and port operation efficiency for industry practitioners and port policymakers.

Details

Maritime Business Review, vol. 7 no. 3
Type: Research Article
ISSN: 2397-3757

Keywords

Article
Publication date: 12 January 2015

Hui Shan Loh and Vinh V. Thai

The function of a port has evolved from a platform providing simple loading and unloading activities to a gateway that opens up numerous opportunities that proliferate economic…

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Abstract

Purpose

The function of a port has evolved from a platform providing simple loading and unloading activities to a gateway that opens up numerous opportunities that proliferate economic benefits. The effects of globalization and modern supply chain trends have reinforced the role that ports play in supply chains. This calls for contemporary studies on supply chain management to expand to address the management of supply chain disruptions that originate from port operations. The purpose of this paper is to provide perspectives from the industry on the proposed management model that seeks to address port-related supply chain disruptions (PSCD).

Design/methodology/approach

In-depth interviews were conducted with professionals from the port management and port users to preliminarily substantiate the findings.

Findings

A list of port-related supply chain threats was first identified and their occurrences were analyzed. Then, through the interviews with the management of industry players, the factors which may affect the implementation of the management model have been identified.

Research limitations/implications

This paper fills gaps in literature related to management of port risks and port resiliency.

Practical implications

The findings raised important issues in the management of PSCD with respect to strategic decision making and policy development.

Originality/value

This study contributes by aiming to minimize the potential of a list of identified threats through the implementation of a practical management model by port management to increase port resilience and maintain supply chain sustainability.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 27 no. 1
Type: Research Article
ISSN: 1355-5855

Keywords

Content available
Article
Publication date: 12 January 2022

Thanh-Thuy Nguyen, Dung Thi My Tran, Truong Ton Hien Duc and Vinh V. Thai

This paper presents a systematic review of the literature in the domain of maritime disruption management, upon which future research framework and agenda are proposed. Two review…

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Abstract

Purpose

This paper presents a systematic review of the literature in the domain of maritime disruption management, upon which future research framework and agenda are proposed. Two review questions, i.e. the measures that are employed to manage disruptions and how these contribute to resilience performance, were pursued.

Design/methodology/approach

The systematic literature review procedure was strictly followed, including identification and planning, execution, selection and synthesis and analysis. A review protocol was developed, including scope, databases and criteria guiding the review. Following this, 47 articles were eventually extracted for the systematic review to identify themes for not only addressing the review questions but also highlighting future research opportunities.

Findings

It was found that earlier studies mainly focused on measures, which are designed using mathematical models, management frameworks and other technical support systems, to analyse and evaluate risks, and their impacts on maritime players at the levels of organisation, transport system and region in which the organisation is embedded. There is, however, a lack of research that empirically examines how these measures would contribute to enhancing the resilience performance of maritime firms and their organisational performance as a whole. Subsequently, a Digitally Embedded and Technically Support Maritime Disruption Management (DEST-MDM) model is proposed.

Research limitations/implications

This review is constrained by studies recorded by the Web of Science only. Nevertheless, the proposed research model would expectedly contribute to enhancing knowledge building in the specific domain of maritime disruption management and supply chain management overall while providing meaningful managerial implications to policymakers and managers in the maritime industry.

Originality/value

This research is perhaps one of the first studies which presents a systematic review of literature in maritime disruption management and proposes a future research framework that establishes the link between disruption management and resilience and organisational performance for empirical validation.

Details

Maritime Business Review, vol. 8 no. 2
Type: Research Article
ISSN: 2397-3757

Keywords

Article
Publication date: 21 November 2016

Arun Kumar Tarofder, Seyed Rajab Nikhashemi, S.M. Ferdous Azam, Prashantini Selvantharan and Ahasanul Haque

The purpose of this paper is to examine the effect of explanation on customer satisfaction in the service failure stage. It seeks to better understand the dynamics of consumer…

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Abstract

Purpose

The purpose of this paper is to examine the effect of explanation on customer satisfaction in the service failure stage. It seeks to better understand the dynamics of consumer repurchase intention through a mediating effect of customer satisfaction.

Design/methodology/approach

A structured questionnaire was e-mailed to collect the primary data. With three reminders, this study managed to obtain 322 responses from customers who complained about their internet service in Malaysia. Structural equation modelling techniques were applied to examine both direct and mediating effects between variables.

Findings

Results reveal that all four dimensions of explanation have significant partial mediating effect on repurchase intention through customer satisfaction. Results also disclose that there is no significant relationship between excuse and customer satisfaction in service failure. Among all dimensions, reference and apology have higher influence on repurchase intention through customer satisfaction.

Research limitations/implications

The results are particularly valuable for managers, as it supports the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases.

Practical implications

The findings of this study will help organisations rethink their explanation strategies with the eye to foster greater customer repurchase intention.

Originality/value

The results are particularly valuable for managers, as they support the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases.

Details

International Journal of Quality and Service Sciences, vol. 8 no. 4
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 15 February 2013

Shih‐Wei Yang, Chern‐Sheng Lin, Shir‐Kuan Lin, Shu‐Hsien Fu and Mau‐Shiun Yeh

The purpose of this paper is to propose an automatic optical inspection system for measuring the surface profile of a microlens array.

Abstract

Purpose

The purpose of this paper is to propose an automatic optical inspection system for measuring the surface profile of a microlens array.

Design/methodology/approach

The system set‐up was constructed according to the principle of the Fizeau interferometer. After capturing the ring interference fringe images of the microlens with a camera, the diameter, profile information and optical properties were analyzed through a microlens surface profile algorithm using innovative image pre‐processing with a precision of less than 0.09 micron.

Findings

By integrating with the genetic algorithm, the XY‐Table shortest moving path of the system is calculated to achieve the purpose of high‐speed inspection and automatic microlens array surface profile measurement.

Originality/value

The measurement results of this system were also compared with other systems, including the atomic force microscope and stylus profiler, to verify the measurement precision and accuracy of this system.

Article
Publication date: 31 May 2021

Sajidah Alhwamdih, Hamzeh Y. Abunab, Abdullah Ahmad Algunmeeyn, Imad Alfayoumi and Sana Hawamdeh

Nurses are at the front line in facing the COVID-19 outbreak and are at increased risk of becoming infected and might be the source of transmission in health-care facilities and…

Abstract

Purpose

Nurses are at the front line in facing the COVID-19 outbreak and are at increased risk of becoming infected and might be the source of transmission in health-care facilities and the community. The purpose of this study is to assess the knowledge and attitude toward COVID1-19 among nurses in acute care settings in Jordan. This is expected to help with the global initiative to combat the COVID-19 epidemic.

Design/methodology/approach

A cross-sectional design was used to survey nurses' knowledge and attitude of COVID-19 among Jordanian nurses working in acute care settings.

Findings

The grand mean of knowledge items response was 8.94, implying that respondents possessed a high level of knowledge. The overall attitude score was positive for the participants, with a mean score of 5.93. Moreover, the results showed a significant relationship between knowledge and attitude scores.

Originality/value

The findings suggest that nurses in Jordan showed a high level of knowledge and a positive attitude toward COVID-19 during the outbreak's rapid rise period. This study showed specific aspects of knowledge and attitudes that should be focused on in future awareness and educational programs to promote all preventive and safety measures of COVID-19.

Details

International Journal of Human Rights in Healthcare, vol. 15 no. 2
Type: Research Article
ISSN: 2056-4902

Keywords

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