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Article
Publication date: 22 July 2020

Kamarudeen Babatunde Bello, Ahmad Jusoh and Khalil Md Nor

The purpose of this paper is threefold: first, to examine the effects of perceived corporate social responsibility (CSR) on service quality, satisfaction and repurchase…

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Abstract

Purpose

The purpose of this paper is threefold: first, to examine the effects of perceived corporate social responsibility (CSR) on service quality, satisfaction and repurchase intention; second, to investigate the mediating (unique and serial) effects of service quality and satisfaction; and third, to determine the moderating effects of consumer rights awareness (CRA) on the relationship between perceived CSR and consumer responses.

Design/methodology/approach

Survey data was collected from a sample of 604 customers of the 4 major mobile telecommunications companies in Nigeria. The partial least squares structural equation modeling approach was used to test the hypothesized model.

Findings

Research findings indicate that perceived CSR has direct and positive effects on service quality, satisfaction and repurchase intention. Also, service quality and satisfaction mediates (uniquely and in sequence) the effect of perceived CSR on repurchase intention. In addition, CRA moderates perceived CSR’s effect on service quality perceptions and repurchase intention.

Practical implications

The findings confirm the complementary relationships between CSR, service quality and satisfaction in influencing consumers’ repurchase intention. Managers should imbibe CSR as an intangible attribute that complements high-quality services, leading to enhanced customer satisfaction and repurchase intentions. The findings also suggest that CRA enhances perceived CSR’s effect on service quality perceptions and repurchase intentions. Thus, managers should take proactive steps to inform consumers of their rights, and also show efforts at protecting the same.

Originality/value

This study has overcome the limitation observed in previous studies by testing the sequential mediating effects of service quality and customer satisfaction in the perceived CSR–consumer response relationships. Also, this study represents a pioneering effort at empirically confirming the role of CRA in enhancing perceived CSR’s influence on consumer responses. In addition, the findings also provide insights on the impact of CSR on consumer behavior from a developing country’s perspective.

Details

Social Responsibility Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1747-1117

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Article
Publication date: 26 August 2020

Eugene Okyere-Kwakye and Khalil Md Nor

Electronic library (E-library) is a form of computer mediated system that uses electronic media, such as Web/internet devices and distributes resources to improve on the…

Abstract

Purpose

Electronic library (E-library) is a form of computer mediated system that uses electronic media, such as Web/internet devices and distributes resources to improve on the quality of teaching and learning. Students’ use of e-library for learning is essential and as such the government has invested hugely into its subscription for several university libraries in Ghana. However, most university students feel reluctant to use the e-library resources for their studies. The purpose of this paper is therefore to examine the factors that influence students’ intention to use e-library resources for their studies.

Design/methodology/approach

Questionnaire was used to collect data from 200 students from one Technical University in Ghana. Structural equation modeling (SmartPLS) was used to analyze the data.

Findings

The study found that accessibility, attitude, perceived ease of use, perceived usefulness and relevance to studies have positive significant effect on students’ attitude to use e-library. In addition, self-efficacy, subjective norm and attitude have positive significant influence on students’ intention to use e-library.

Research limitations/implications

Although the sample frame used for this study may be unique, but the total amount of data collected was limited to providing the general representative of the Ghanaian students in one particular university. Other researchers may consider collecting data from other universities to extend the sample frame for a larger sample size of students.

Practical implications

Academic administrators need to organize training and workshops on how to use the e-library portal for their search and other didactic assignments. Most importantly, students should be given IT or internet tutorials as foundation for the use of the e-library portal.

Social implications

Universities have to provide internet access such as hotspot and network routers at the labs, classrooms and other vantage points. It is believed that with these in place, adequate access to the internet would promote students’ engagement on the e-library facility.

Originality/value

The study examines the factors that influence students’ intention to use e-library resources for their studies in Ghana.

Details

Digital Library Perspectives, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2059-5816

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Article
Publication date: 13 March 2017

Saeid Jorfi, Khalil Md Nor and Lotfi Najjar

The purpose of this study is to contribute to the current discussion on strategic alignment of information technology and business (strategic alignment) by developing a…

Abstract

Purpose

The purpose of this study is to contribute to the current discussion on strategic alignment of information technology and business (strategic alignment) by developing a model for conceptualizing how strategic alignment can be enabled through of IT flexibility and IT capability.

Design/methodology/approach

A questionnaire instrument was created to measure the constructs and it was assessed in a pretest and two pilot-tests. The main data set was collected from IT managers (or similar titles) of medium- and large-sized firms.

Findings

Strategic alignment seems to be moving closer to firms’ core activity in today’s business environment. The findings revealed that strategic alignment was significantly affected by four dimensions of IT flexibility and IT capability. Furthermore, the significant role of two dimensions of IT flexibility in IT capability was supported.

Research limitations/implications

Single key informants were used for data collection that could be a potential limitation.

Practical implications

It seems likely that firms will benefit from the results to manage and control their scarce IT resources more effectively for aligning IT with business strategies, goals and needs.

Originality/value

Strategic alignment has become a more complex and unstructured phenomenon and many firms are still considering how to reconcile to it. Furthermore, the lack of empirical examination of IT flexibility and IT capability in relation to strategic alignment from important perspectives, and the lack of research of the dimensions of IT flexibility for supporting IT capability, determines the purpose of this study.

Details

Journal of Systems and Information Technology, vol. 19 no. 1/2
Type: Research Article
ISSN: 1328-7265

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Article
Publication date: 15 June 2010

Khalil, Nor, Janejira Sutanonpaiboon and Nor Hamimah Mastor

The purpose of this paper is to focus on the impact of cultural traits on the intention to use internet banking. Drawing from the technology acceptance model and trust…

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3951

Abstract

Purpose

The purpose of this paper is to focus on the impact of cultural traits on the intention to use internet banking. Drawing from the technology acceptance model and trust literature, the paper examines the influence of perceived ease of use, perceived usefulness, and trust on the intention to use internet banking among Malay and Chinese ethnic groups.

Design/methodology/approach

The questionnaire was distributed to final year business students and Master of Business Administration students at four public universities in Malaysia. A separate multiple regression was employed to analyze the data for each ethnic group.

Findings

For both ethnic groups, the results showed that perceived usefulness, perceived ease of use, and trust, all have significant effect on the intention to use internet banking. Further examination of the regression coefficients revealed the cultural traits that may explain the extent to which they influence factors that affect the intention to use.

Research limitations/implications

Respondents of this study were students. This factor may decrease generalizability of the study because students' interest on the use of internet banking may be different from those of the general public. One research implication of this study is that there is a need to consider the role of culture in examining factors that affect behavioral intention.

Practical implications

Banks need to highlight the benefits of internet banking, make internet banking easy to use, and enhance internet banking's security to improve consumers' trust. Given the fact that culture affects one's behavior, each customer group needs to be evaluated differently and the “one‐size‐fit‐all” approach to encourage internet banking usage should be avoided.

Originality/value

This paper attempts to link cultural traits that may explain the extent to which it influences factors that affect the intention to use internet banking.

Details

Chinese Management Studies, vol. 4 no. 2
Type: Research Article
ISSN: 1750-614X

Keywords

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Article
Publication date: 7 April 2015

Ali Saleh Al-Ajam and Khalil Md Nor

The purpose of this paper is to determine the factors that influence individuals’ intention to adopt internet banking in the Republic of Yemen. The current study found…

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2734

Abstract

Purpose

The purpose of this paper is to determine the factors that influence individuals’ intention to adopt internet banking in the Republic of Yemen. The current study found that a lack of empirical studies have been conducted in this field in Arab countries, in general, and in Yemen, in particular.

Design/methodology/approach

The theory of reasoned action (TRA) was extended by relative advantage, perceived risk, mass media, family’s influence, innovativeness, skepticism and technology readiness (TR). Paper survey was used to collect data from 1,500 bank customers. Structural equation modeling was employed to investigate the relationships between variables. The TRA was extended by relative advantage, perceived risk, mass media, family’s influence, innovativeness, skepticism and TR. Paper survey was used to collect data from 1,500 bank customers. Structural equation modeling was employed to investigate the relationships between variables.

Findings

Customer’s behavioral intention was significantly influenced by attitude, subjective norms and TR. Overall, the results indicate that the model provides a good understanding of factors that influence the intention to use internet banking service. The model explained 63.8 percent of the variance in the behavioral intention.

Practical implications

The findings are of great use to banks already offering internet banking but of even greater use for those banks which are planning to offer internet banking services. The results of the study could serve as a guideline for bank managers in understanding the factors and strategic market planning that needs to be initiated to increase internet banking adoption among current and potential customers.

Originality/value

Factors such as perceived usefulness, perceived ease of use and relative advantage have been found to be the determinants of internet banking adoption in previous studies. Along with the above variables, a new variable called TR has been analyzed in the present study. This kind of study has not been conducted in the Middle East context previously.

Details

International Journal of Bank Marketing, vol. 33 no. 2
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 6 May 2014

Ali Jolaee, Khalil Md Nor, Naser Khani and Rosman Md Yusoff

The purpose of this paper is to investigate factors affecting knowledge sharing among academic staff in universities. Utilizing the theory of reasoned action (TRA) as the…

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3089

Abstract

Purpose

The purpose of this paper is to investigate factors affecting knowledge sharing among academic staff in universities. Utilizing the theory of reasoned action (TRA) as the underlying research framework, the main objective of this study was threefold. First, was to examine the relationship between attitude, subjective norm, and trust with knowledge sharing intention. Second, was to examine the relationship among factors, i.e., self-efficacy, social networks and extrinsic rewards with attitude toward knowledge sharing intention and the third objective was to find out the relationship between organizational support and subjective norm.

Design/methodology/approach

A total of 200 questionnaires were distributed among academic staff at three social science faculties in one public university in Malaysia. Collectively, 117 usable responses were returned. Partial Least Square analysis was utilized to analyze the data.

Findings

The results indicated that of the two components of the TRA, only attitude was positively and significantly related to knowledge sharing intention. The findings also show that social network and self-efficacy significantly affect attitude and organizational support showed a strong influence on subjective norms toward knowledge sharing intention.

Research limitations/implications

Future research should consider type of knowledge that is being shared. Besides, it would also be interesting to investigate potential differences of the knowledge sharing intention between academic staff in the private and public universities.

Practical implications

This study offers a more clear vision of the factors that affect knowledge sharing intention among academic staff. Therefore, managers can implement practical plan to support those factors.

Originality/value

Factors affecting knowledge sharing among academic staff in universities were reviewed to suggest a framework to explain this behavior in a specific context.

Details

International Journal of Educational Management, vol. 28 no. 4
Type: Research Article
ISSN: 0951-354X

Keywords

Content available
Article
Publication date: 15 June 2010

Check Teck Foo

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697

Abstract

Details

Chinese Management Studies, vol. 4 no. 2
Type: Research Article
ISSN: 1750-614X

Content available
Article
Publication date: 7 April 2015

Kent Eriksson and Hooman Estelami

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128

Abstract

Details

International Journal of Bank Marketing, vol. 33 no. 2
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 14 August 2017

Meguellati Achour, Shahidra Binti Abdul Khalil, Bahiyah Binti Ahmad, Mohd Roslan Mohd Nor and Mohd Yakub Zulkifli Bin Mohd Yusoff

This study aims to examine the relationship of work–family demands with employees’ well-being, and the role of management/supervisory support in this relationship. The…

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1043

Abstract

Purpose

This study aims to examine the relationship of work–family demands with employees’ well-being, and the role of management/supervisory support in this relationship. The following hypotheses were proposed: work–family demands would be negatively related to employees’ well-being; management/supervisory support would moderate the relationship of work–family demands with employees’ well-being.

Design/methodology/approach

The researchers used 250 working female academicians as respondents, working in the research universities in Kuala Lumpur, Malaysia. Their ages ranged from 30 to 60 years.

Findings

The findings of the present study proved that the work–family demands were negatively associated with employees’ well-being. Results also revealed that management and supervisory support strengthens the relationship between work–family demands and employees’ well-being. Thus, management and supervisory support plays an important role in balancing work demands and family roles and also in increasing working female academicians’ well-being.

Originality/value

In this study, management and supervisory support was found to be directly related to well-being, including life satisfaction, job satisfaction and family satisfaction. However, the direct relationship between management/supervisory support and well-being was positive and significant. This study also found that management/supervisor support reduced work–family conflict and work–family demands. Also, supervisory and management support was found to have a significant and positive relationship with well-being. Given these findings, supervisory and management support plays a very important role as a moderator of work–family demands and in developing and improving well-being in working women.

Details

Humanomics, vol. 33 no. 3
Type: Research Article
ISSN: 0828-8666

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Article
Publication date: 7 June 2021

Muhammad Mehedi Masud, Md Rajibul Ahsan, Noor Azina Ismail and Md Sohel Rana

Life insurance remains an essential part of financial and social security. The insurance penetration rate is high in the developed countries but very low in developing…

Abstract

Purpose

Life insurance remains an essential part of financial and social security. The insurance penetration rate is high in the developed countries but very low in developing countries such as Malaysia, with only 4.8% penetration and extremely low underwritings. Therefore, this study aims to scrutinize the underlying determinants of a household purchase behaviour of life insurance.

Design/methodology/approach

The data generated from the administration of survey questionnaires to 325 households were analysed, using structural equation modelling to obtain the research purposes.

Findings

The analysis reveals that the knowledge of life insurance, attitudes towards life insurance, subjective norms (SN), trust and risk perception, affect the tendency of a household to purchase life insurance. The results of this study also highlight that households’ purchase-propensity influences the purchase behaviour of life insurance. Concurrently, the intention to purchase has mediating effects on explanatory variables and purchase behaviour.

Originality/value

This paper established awareness, SN, perceived behavioural control, trust and risk perception as the key determinants promoting positive attitudes towards purchasing life insurance. The findings of this study can be successfully applied to different stakeholders in a similar context. This study suggests that the managers of life insurance companies should adjust their policy guidelines in accordance with the positive relationship between the constructs and consumers’ intention to purchase life insurance.

Details

Society and Business Review, vol. 16 no. 3
Type: Research Article
ISSN: 1746-5680

Keywords

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