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This study examines the country of origin effect of products made in Germany. The study focuses on the questions of the sources of information in evaluating products; the evaluation of specific product dimensions by Malaysian consum ers; and consumers’ assessment of different product categories. Results based on the analysis of data relating to 240 responses indicate that the most highly rated source of obtaining product information was through newspaper and magazines. Products made in Germany had been rated highly for their quality. Automobiles were generally found to be the most highly rated product category by Malaysian consumers. The managerial implications of these are discussed, limitations of the study are highlighted, and further research is suggested.

This study aims to investigate and point out the variations of agency theory in the context of Sharīʿah governance in Islamic banking operations in the Kingdom of Saudi Arabia (KSA).

The study followed the approach of quantitative Corporate Governance Index (CGI) by computing the Gov-index (Gompers et al., 2003) and the Gov-score (Brown and Caylor, 2004; Saffieddine, 2009) to examine corporate governance (CG) issues using primary as well as secondary data. The primary data was generated from three full-fledged Islamic banks (IBs) and nine traditional banks with Islamic banking wings, all operating in the KSA. The approach was to provide an insight into the agency structure in the context of Islamic banking, which may lead to a trade-off between the conformity of Sharīʿah (Islamic law) rules and processes followed in safeguarding the rights of investors.

The majority of the Islamic banking services that are surveyed in this study acknowledge the significance of Sharīʿah governance and have implemented the fundamental methods, in conformity with this system. Certain flaws in Sharīʿah governance principles pertaining to audit, control and transparency are reported.

The research outcomes will be invaluable to IBs aiming to improve existing SG practices. It also has implications for IB managers to design strategies while complying with regulations and to protect the interests of all investors without breaching the ethics of Sharīʿah.

This paper adds original value to the body of knowledge on agency relationship by analysing the dynamics of agency theory in the unique and complex context of Sharīʿah governance of IBs or those offering Islamic products in the KSA. The results can be used as a valuable feedback for improvement of Sharīʿah governance in the banking system in the KSA and the Gulf region at large.

The purpose of this study is to examine the influence of service quality on student’s satisfaction.

Using empirical research, the study identified previously validated scales of service quality and student satisfaction. Using the SERVPERF scale, data were collected from 279 students studying in public and private universities across Saudi Arabia. The model fit of the scale was assessed to ensure that the data produced accurate outcomes. Structural equation modelling was used to test the effects of independent variables on dependent variables.

The results suggest that four of the five dimensions of service quality, namely, tangibility, reliability, responsiveness and assurance had a significant effect on students’ satisfaction. Empathy was not found to contribute to student satisfaction. The findings broaden and deepen our understanding of how the dimensions of service quality reinforce students’ satisfaction.

Future research can also incorporate in the model other variables, academic and non-academic, related to student satisfaction.

The results have useful implications for decision-makers in higher education institutions who strive to enhance students’ satisfaction and increase the quality of higher education programmes, particularly in Saudi Arabia and the Gulf region in general.

This study uses the SERVPERF scale, which is empirically superior to the SERVQUAL scale for measuring student satisfaction.

It has been argued in the literature that quality assurance is a relative concept. In view of the new challenges (and opportunities) created by e-learning institutions in the Gulf Cooperation Council (GCC) countries, this paper aims to explore the dimensions of quality assurance in e-learning and test the psychometric properties of the underlying dimensions.

A sequential mixed methods approach was applied in this study. In the qualitative phase, items were generated using the inductive and deductive approaches. This was then followed by the quantitative phase where data was collected from 275 senior academics, scholars and administrators associated with e-learning institutions in Kuwait, UAE and Saudi Arabia.

The findings of this study revealed that e-learning quality assurance is a multidimensional construct. The dimensions of accreditation, assessment, accountability and benchmarking were identified. Further, the model demonstrated adequacy in its validity and reliability.

In the light of proliferation of e-learning courses in GCC countries, the results of this are invaluable to enable administrators and instructors to design strategy and foster innovation in the domain of quality assurance. E-learning institutions operating in a competitive environment have to design and implement an effective strategy to achieve innovation, uniqueness and diversity in the educational sector of their countries.

This paper has successfully validated an e-learning quality assurance questionnaire, which can be used effectively for evaluating e-learning programmes.

This paper examines and measures the quality of services provided by private hospitals in Malaysia. Empirical research is used to determine patients’ expectations and perceptions of the quality of service, and a comprehensive scale adapted from SERVQUAL is empirically evaluated for its usefulness in the Malaysian hospital environment. Results based on testing the mean differences between expectations and perception indicate that patients’ perceived value of the services exceed expectations for all the variables measured. A comparative analysis with similar studies in other regions is reported, and the implications are discussed.

With competitive pressures increasing, outsourcing has become a common phenomenon in today's global economy. While there is growing evidence of organizations increasingly seeking to outsource their information technology (IT) functions, there have been few comprehensive studies on this subject from the Middle East region. The purpose of this paper is to investigate the usage of IT outsourcing in Saudi Arabia.

Empirical research is used to study the extent that firms use the services of IT companies, the time period these have been used, the decision‐making process for outsourcing IT function, and its impact on the organization.

Results based on the analysis of data relating to 178 firms in Saudi Arabia indicate that most of these users are satisfied with the service providers and have largely seen positive developments within the organization.

Limitations of this paper relate to the relatively small size of the sample. This somewhat limits generalization of findings to the entire Kingdom of Saudi Arabia.

Findings have several practical implications for small startup companies and even larger companies that are deciding to outsource IT function in the Arabian Gulf region. The results provide managers with evidence supporting the benefits of IT outsourcing.

This paper makes a valuable contribution given the fact that there are only a limited number of comprehensive studies dealing with the assessment of IT outsourcing functions.

The purpose of this paper is to examine the role of consumer protection agencies. In the light of growing importance of consumerism in developing countries, the paper measures the level of satisfaction with the performance provided by five different consumer protection agencies, in a chosen country, Saudi Arabia.

This study is based on a questionnaire survey conducted in Saudi Arabia. Based on a model developed for this study, the paper uses empirical research to determine customers' satisfaction with consumer protection agencies.

Results based on testing of hypotheses indicate that overall satisfaction is primarily derived from the objectives and roles played by consumer protection agencies. Results reveal that consumers assign different levels of importance to various dimensions when evaluating satisfaction with consumer protection agencies in Saudi Arabia.

Limited sample size and the generalization of results for the entire Kingdom although the sample has been confined to the eastern province region are the limitations of this study.

The findings of this study have implications on the manner in which consumer protection agencies in Saudi Arabia must operate. Besides, findings of this study have also implications for business operating in Saudi Arabia.

This study makes a valuable contribution given the fact that there is a dearth of empirical studies covering the measurement of consumer satisfaction role played by consumer protection agencies in Saudi Arabia.

The aim of this research is to undertake a comparative analysis on the use of third party logistics (3PL) services by manufacturing firms in Singapore and Malaysia.

This study is based on a questionnaire survey conducted in Singapore and Malaysia in 1998 and 2000, respectively. The paper addresses key issues relating to the extent of usage of 3PL services, specific contract logistics services used, benefits for the user firms, obstacles encountered in implementing contract logistics relationships, impact of the use of contract logistics services on logistics costs, customer satisfaction, and employees of the user firms and the future plans of current users of contract logistics services.

Analysis shows that there are similarities on the use of contract logistics services in Singapore and Malaysia. These include the proportion of firms utilising contract logistics, the extent of involvement of functional managers, budget allocation and activities outsourced. Notable differences between the two countries include the decision‐making process, and the benefits to the firms from the use of contract logistics.

Limited sample size and the generalisation of results to all manufacturing firms in Singapore and Malaysia manufacturers ignoring possible regional differences in each context are the two limitations in this study.

This study identifies the scope for 3PL services in Singapore and Malaysia. With the enhanced usage of contracting logistics, the study provides 3PL services providers who are considering Asia Pacific as a potential market, a comprehensive analysis of the current situation in Singapore and Malaysia.

This paper undertakes a case study of a business school within a leading university in the Middle East, which has implemented a quality system and has gained accreditation by the Association to Advance Collegiate Schools of Business International. The paper reviews the development of the quality system and examines the concept of service quality in business education. The aim of this study is to address the paucity of service quality research in business education in this region. Empirical research is used to determine the factors that influence student evaluation of service quality. With data collected from 310 students, the study identifies six factors that influence students’ evaluations of service quality. Research implications of the study are then discussed.

The purpose of this paper is to measure the quality of service from customers' perspective. With an enormous growth in internet banking, this paper discusses how banks can be competitive by providing quality services.

This study is based on a questionnaire survey conducted in Saudi Arabia. Based on an extensive review of literature, the paper uses empirical research to analyse service quality of internet banking services provided by banks in Saudi Arabia.

Results based on a factor analysis identify three factors that influence users' evaluation of service quality of internet banking services. These factors are labelled as “efficiency and security”, “fulfilment” and “responsiveness”.

This research is useful for banks in order to improve service quality and retain/gain a share of the market in a highly competitive industry.

The findings are important to enable bank managers to have a better understanding of customers' perception of service quality of internet banking and consequently of how to improve their satisfaction with respect to the online aspects of service quality.

This paper makes a valuable contribution given the fact that there are only a limited number of comprehensive studies dealing with the assessment of electronic service quality in banking environment.