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Article
Publication date: 2 January 2018

Muhammad Kashif, Khurrum Faisal Jamal and Mohsin Abdur Rehman

The charitable organizations must understand the forces influencing donor behaviours. This issue has been debated rigorously among researchers belonging to Western societies;…

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Abstract

Purpose

The charitable organizations must understand the forces influencing donor behaviours. This issue has been debated rigorously among researchers belonging to Western societies; however, the exploration of donation experience among non-Western academics is limited. This study aims to discover the phenomenon of Zakat donation experience – an Islamic religious act of charity donation performed among Muslims to enhance our understanding of religious consumption practices in a Muslim country setting of Pakistan.

Design/methodology/approach

The authors used phenomenological methodology to collect data from 35 donors via face-to-face interviews.

Findings

The informants advocate individuality while making Zakat donations and believe that an independent donation experience brings them with higher levels of happiness, intrinsic drive to spend more and spiritual comfort. The Zakat donation is regarded as a great source of self-protection against the realm of evil spirits which is entirely a new finding with respect to charity donations. The informants identified several reasons for not donating through charities which mainly include lack of trust and limited product mix offered by charitable organizations.

Practical implications

Based on the findings of this research, the authors suggest charitable organizations to ensure procedural transparency and emphasize on Zakat collection, distribution and utilization methods to attract more donors.

Originality/value

The study contributes generally to charity marketing knowledge and specifically to consumer decision-making of religious acts performed in Muslim societies. The phenomenological method of inquiry and its application to study an Islamic act of donation has limited discussion in previous studies, which is a unique product of this study.

Details

Journal of Islamic Accounting and Business Research, vol. 9 no. 1
Type: Research Article
ISSN: 1759-0817

Keywords

Article
Publication date: 3 August 2021

Mohsin Abdur Rehman, Sadaf Khan, Ismah Osman, Khurram Aziz and Ghazal Shams

This study aims to test a proposed model based on a combination of the relationship marketing and service quality dimensions as predictors of corporate image and customer loyalty…

Abstract

Purpose

This study aims to test a proposed model based on a combination of the relationship marketing and service quality dimensions as predictors of corporate image and customer loyalty via corporate reputation in the Takaful context. More importantly, this study compares the Takaful operators’ services with the perceived service quality and the relationship marketing from the Malaysian and Saudi Arabian customers’ viewpoint.

Design/methodology/approach

A survey-based study was conducted through a questionnaire, and the data was collected from Takaful customers (362 Saudi Arabian and 350 Malaysian customers) through an online survey. Structural equation modelling is used to test the proposed model. Besides, the perception of Takaful customers between Saudi Arabia and Malaysia is compared through a multi-group analysis.

Findings

The results from the Malaysian context reveal that positive perceptions of service quality PAKSERV dimensions (personalization, reliability and tangibility) and positive perceptions of relationship marketing dimensions (Islamic ethical behaviour and structural bonds) have a significant influence on the corporate image. Alternatively, in the Saudi Arabian context, results have shown that the positive perceptions of service quality PAKSERV dimensions (assurance and reliability) of service quality and the positive perceptions of the relationship marketing dimensions (Islamic ethical behaviour, structural bonds and financial bonds) have a significant influence on the corporate image. The differences in both countries’ results can also enhance the corporate image on corporate reputation, merely in Malaysia. By contrast, corporate reputation is deemed a significant predictor of customer loyalty, represented as valid for both contexts.

Research limitations/implications

The proposed research model tested in Takaful Malaysian and Saudi Arabian can be replicated in other contexts – in terms of country and industry. Moreover, the current study reveals the crucial role of corporate image in forming corporate reputation. Future research could be focussed on the importance of other emotional or affective variables that may be involved in determining corporate reputation. Finally, future studies can be carried with another cultural perspective to have more diversified socio-economic implications.

Practical implications

It is suggested that Takaful operators from both Malaysia and Saudi Arabia need to put maximum effort towards customer loyalty by bringing both the dimensions of service quality and the relationship marketing in compliance with the principles of Islamic business transaction. The findings of the specific dimensions of service quality and relationship marketing will contribute to customers’ perceptions of corporate image and reputation in the Takaful industry.

Originality/value

The present study tested a blended facet of customer’s overall experience through service quality (PAKSERV) and customer service provider connectivity (relationship marketing) to predict the corporate image of the highly growing financial marketplace (Takaful). Contextually, this study contributes to delineating the factors (corporate reputation) affecting customer loyalty rather than a customer satisfaction tradition. Significantly, Saudi Arabia and Malaysia were chosen for this study, as they are currently the two fast-growing markets for Islamic financial services, especially with regards to the Takaful products and offerings.

Article
Publication date: 8 July 2021

Ismah Osman, Mohsin Abdur Rehman, Sajid Mohy Ul Din, Ghazal Shams and Khurram Aziz

This study aims to examine a proposed model based on a combination of relationship marketing and service quality dimensions as a significant predictor of corporate image. More…

Abstract

Purpose

This study aims to examine a proposed model based on a combination of relationship marketing and service quality dimensions as a significant predictor of corporate image. More importantly, it attempts to identify whether corporate reputation mediates the relationship between and customer loyalty and corporate image in the takāful (Islamic insurance) context, from the viewpoint of Saudi Arabian customers.

Design/methodology/approach

An online survey was conducted through an adopted questionnaire from 362 family takāful policyholders from Saudi Arabia. Also, structural equation modelling was used to test the proposed model on the direct relationships of the related constructs, as well as the establishment of corporate reputation as a mediator concerning its relationship between corporate image and customer loyalty.

Findings

This study discovered that only two dimensions of service quality (i.e. reliability and assurance) and three aspects of relationship marketing (i.e. Islamic ethical behaviour, financial and structural bonds) have a significant impact on the corporate image of the takāful providers. This study further concluded that corporate reputation mediates the relationship between corporate image and customer loyalty.

Research limitations/implications

This study has presented and tested the perceived service quality using the PAKSERV model in the takāful (Islamic insurance) industry, particularly in the Saudi Arabian context. This research identified the dimensions of PAKSERV (i.e. reliability and assurance) that influence the corporate image and simultaneously, the aspects of relationship marketing (i.e. Islamic ethical behaviour, financial and structural bonds) are also connected to the corporate image. Corporate reputation acts as a mediator between the relationship of corporate image and customer loyalty. This study, nevertheless, only focused in the takāful industry alone, and these findings could also be tested for its validity to different services in other potential studies because of the diversity of the service industry.

Originality/value

The findings of this study highlight the specific components of PAKSERV measures in influencing the corporate image. Furthermore, relationship marketing addressing Islamic ethical behaviour, as well as the three facets of bonding – structural, financial and social bonds are also incorporated and connected to corporate image. Hence, this study will increase the understanding of the impact of service quality concerning the PAKSERV model and relationship marketing on corporate image, reputation and customer loyalty of the takāful operators in Saudi Arabia.

Article
Publication date: 14 December 2020

Ghazal Shams, Raouf Rather, Mohsin Abdur Rehman and Rab Nawaz Lodhi

In recent studies, tourism scholars focussed more on service failure and recovery. Thus satisfaction with service recovery (SSR) and outcome favourability in conjunction with…

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Abstract

Purpose

In recent studies, tourism scholars focussed more on service failure and recovery. Thus satisfaction with service recovery (SSR) and outcome favourability in conjunction with service recovery (SR) and customers’ behavioural intention was given very little attention, while they are very attention-grabbing, particularly in marketing areas of hospitality and tourism studies. Using stealing thunder and co-creation-based strategies, this study aims to investigate the impact of SR on outcome favourability, and its association with SSR and customer loyalty.

Design/methodology/approach

To attain the objectives of the current study, data were collected through field survey by applying a random sampling technique from 346 regular customers four- and five-star hotels in the context of Iran. The structural equation modelling technique was applied for testing the measurement and relationship models of the study.

Findings

The findings of this research reveal a positive relationship between SR and outcome favourability. The findings also indicate that outcome favourability positively affects SSR and loyalty. Finally, SSR exerts a favourable and significant impact on customer loyalty.

Research limitations/implications

The study findings may have restricted applicability in different contexts other than four- and five-star hotels. Theoretically, the current research contributes insight into the dynamics of characterizing SR, outcome favourability, SSR and behavioural intention-based theoretical associations, as observed in the hospitality industry.

Originality/value

This study adopted an un-explored SR, outcome favourability and SSR theoretical perspectives to identify the strength and nature of relationships between them and discuss their important implications for academicians and hotel managers.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 15 no. 2
Type: Research Article
ISSN: 1750-6182

Keywords

Article
Publication date: 3 May 2023

Saira Hanif Soroya, Liqaa Habeb Al-Obaydi and Mohsin Abdur Rehman

In the digital transformation race, the older generation, called digital immigrants (generation X), encounter various obstacles. This study aims to investigate the e-reading…

Abstract

Purpose

In the digital transformation race, the older generation, called digital immigrants (generation X), encounter various obstacles. This study aims to investigate the e-reading adoption and cross-cultural differences among generation X.

Design/methodology/approach

This study collected survey-based data from generation X e-readers in Iraq and Pakistan (Pakistan, N = 235; Iraq, N = 251). Structural equation modeling and multigroup analysis (MGA) were used to arrive at a statistical decision regarding the hypotheses and the study’s primary objectives.

Findings

Three hypotheses (H2, H3 and H8) were supported by both data sets. However, there is positive variance based on MGA for two hypotheses (H1 and H3) where the Pakistani sample’s path coefficients are greater than the Iraqi sample’s path coefficients. In contrast, there is negative variance based on MGA for two hypotheses (H7 and H9) where the Iraqi sample’s path coefficients are greater than the Pakistani sample’s path coefficients. Finally, these distinctions are examined, along with a few potential research topics

Originality/value

Although there is a plethora of literature on digital immigrants and technology adoption in general, and specifically on e-reading uptake. Research on e-reading adoption in a global learning context is still lacking. Therefore, this study examines the e-reading behavior of digital immigrants from two developing countries (Iraq and Pakistan) and identifies significant cross-cultural differences in e-reading adoption.

Details

The Electronic Library , vol. 41 no. 4
Type: Research Article
ISSN: 0264-0473

Keywords

Article
Publication date: 18 August 2021

Mohsin Abdur Rehman, Saira Hanif Soroya, Zuhair Abbas, Farhan Mirza and Khalid Mahmood

This study aims to debate and highlight the challenges faced by university students regarding e-learning during the global pandemic emergency. Furthermore, it sketches the…

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Abstract

Purpose

This study aims to debate and highlight the challenges faced by university students regarding e-learning during the global pandemic emergency. Furthermore, it sketches the solutions of e-learning using a theoretical lens of emergency management theory (EMT). Finally, the study argues a case for improvement in existing e-learning systems to enable higher education systems, particularly in a developing country, to recover the losses and increase education quality.

Design/methodology/approach

A qualitative research design and phenomenology research approach were applied to conduct the current study. A total of 10 in-depth online interviews were recorded from students studying in Pakistan and the UK. Verbatim transcriptions were analysed using the reflexive thematic analysis approach.

Findings

The current study results explained in detail the numerous challenges, including lack of preparedness (students and institutions), low quality of interaction, lack of motivation, lack of class activities and forceful adoption of e-learning. Alternatively, few opportunities also emerged through a set of suggestions such as a comprehensive emergency management plan, introduction of strong student counselling programmes and a strategic plan for quality of online learning content.

Originality/value

This study’s contribution stands out in crucial times of the global pandemic. EMT is applied to understand the different dimensions of preparedness, response, mitigation and recovery from a students’ perspective. Furthermore, considering students as important members of higher education institutions and understanding students’ opinions regarding quality assurance during the global pandemic was imperative.

Details

Quality Assurance in Education, vol. 29 no. 2/3
Type: Research Article
ISSN: 0968-4883

Keywords

Article
Publication date: 7 December 2021

Zuhair Abbas, Shagufta Sarwar, Mohsin Abdur Rehman, Roman Zámečník and Muhammad Shoaib

In the contemporary world, where sustainability at higher education is at the forefront, the ever-changing business ecosystem nurtures a new drift towards economic, environmental…

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Abstract

Purpose

In the contemporary world, where sustainability at higher education is at the forefront, the ever-changing business ecosystem nurtures a new drift towards economic, environmental and social performance. This study aims to measure the impact of green human resource management (GHRM) practices on sustainability in the higher education of a developing country context through a theoretical aspect of Resource-Based View (RBV).

Design/methodology/approach

This study adopted a quantitative approach to propose and test a model based on predictors of sustainability. The survey approach received 190 responses from employees (faculty and non-faculty members) working as a full-time in the 40 higher education institutions (HEIs) of Pakistan. The structural and measurement model was calculated using SmartPLS.

Findings

The results show that “green training and development” (GTD) and “top management commitment towards greening workforce (TMCGW)” have a positive relationship with sustainability while green recruitment and selection (GRS) was not supported by sustainability. The mediating effect of TMCGW plays a crucial role between GTD and sustainability. Also, this study contributes through the moderating interaction effect of Gender between GTD and sustainability. Overall the GHRM practices promote employee green behavior and sustainability.

Originality/value

The proposed research model in the current study is a substantial gap in the literature and exploring this connection requires new theoretical frameworks. To bridge this literature gap, this study examined the role of GHRM on sustainability at micro-level (employee perspective) through a theoretical aspect of RBV in the developing country higher education context of Pakistan. Importantly, this study enhances the understanding of the emerging global wave of green mobility and highlights the impact of GHRM practices on sustainability through perception of academic professionals.

Details

International Journal of Manpower, vol. 43 no. 3
Type: Research Article
ISSN: 0143-7720

Keywords

Article
Publication date: 17 July 2023

Arslan Rafi, Mohsin Abdur Rehman, Shahbaz Sharif and Rab Nawaz Lodhi

This study aims to empirically investigate the pathway to value co-creation intentions through social media marketing, social support and COVID-19 perception in the tourism…

Abstract

Purpose

This study aims to empirically investigate the pathway to value co-creation intentions through social media marketing, social support and COVID-19 perception in the tourism context with a specific focus on Couchsurfing community.

Design/methodology/approach

A survey was conducted from foreign and domestic travellers who used Couchsurfing platform for their recent travel, and were approached using an online survey (n = 229) and structural equation modelling used for hypothesis testing.

Findings

The findings indicate that value co-creation intentions follow a pathway through social media marketing and social support. Moreover, Couchsurfing community social support mechanisms play a crucial role in value co-creation intentions.

Originality/value

This study significantly contributes by taking Couchsurfing as a social networking application that provides both informational and functional support to the hardcore and active tourism and hospitality community.

Details

Global Knowledge, Memory and Communication, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9342

Keywords

Article
Publication date: 8 August 2019

Sajid Mohy-Ul-Din, Sarminah Samad, Mohsin Abdur Rehman, Mirza Zaar Ali and Usman Ahmad

This study aims to investigate the relationship between institutional trust, dispositional trust and trust in takaful products with the mediating effect of service-provider…

Abstract

Purpose

This study aims to investigate the relationship between institutional trust, dispositional trust and trust in takaful products with the mediating effect of service-provider expertise.

Design/methodology/approach

The data for this study were collected from 385 takaful policyholders from Lahore and Islamabad, Pakistan. The relationship is estimated with PLS-SEM using the bias-corrected bootstrapping method.

Findings

For paths 1 and 2, the results suggest a significant positive relationship between institutional trust, dispositional trust, service provider expertise and trust in takaful products. Results for the bias-corrected bootstrapping model revealed that service provider expertise mediates the relationship between intuitional trust, dispositional trust and trust in takaful products.

Research limitations/implications

Data were collected from provincial and federal capital cities of Pakistan where institutional setting is much much as compared to other cities

Practical implications

From the managerial perspective, the dispositional trust would help them in choosing appropriate marketing strategy, segmentation, new product development, targeting and positioning to increase penetration. At the same time, takaful companies need to improve their expertise, knowledge and information-sharing mechanism for fostering overall consumer perception of trust in takaful products.

Social implications

Insurance, conventional or Islamic, is meant to transfer risk to the third party. Regulators need to improve overall institutional factors because improvement will strengthen the trust level of the general public. Stringent institutional settings act as a sense of strong structural assurance and situational normality. A rise in trust level would induce people to purchase more policies and carry on risky investments that would ultimately result in higher economic growth.

Originality/value

To the best of the authors’ knowledge, no empirical study has been conducted to examine the impact of institutional and dispositional trust on trust in takaful products with the mediating effect of service provider expertise

Details

International Journal of Islamic and Middle Eastern Finance and Management, vol. 12 no. 4
Type: Research Article
ISSN: 1753-8394

Keywords

Article
Publication date: 26 September 2018

Mohsin Abdur Rehman, Sarminah Samad and Muhammad Kashif

This study aims to explore how consumers gain identity from consumption of religious symbols in a Muslim, collectivist cultural context.

Abstract

Purpose

This study aims to explore how consumers gain identity from consumption of religious symbols in a Muslim, collectivist cultural context.

Design/methodology/approach

The authors interviewed 63 consumers, recruited by means of a purposive sampling technique. The interviews focused on exploration of Islamic services and religious symbols which were later categorized as high and low religious symbols and services.

Findings

The results reveal a typology of religious symbols and Islamic religious services as perceived by Muslim informants. They recalled Mosque for prayer, Hijab for promotion of Islamic education and Khana Kaaba for performance of Hajj and Umrah services. Furthermore, the spiritual and emotional connections via consumption of Islamic acts as services are explored.

Practical Implications

The marketing managers need to understand and realize the importance of these classifications. A symbol which is perceived as non-religious must be avoided while branding various services. Furthermore, efforts are needed to advocate performance of religious activities in addition to consumption of various service brands. This can really add value to the lives of Muslim consumers – a realization that can emotionally connect consumers with service brands. However, religion is of paramount importance while designing, offering and promoting services.

Originality/Value

The study of services marketing based on consumption of religious symbols and services in a Muslim context are unique to this study. The typology of low and high religious services and symbols is also significant contribution of this study.

Details

Journal of Islamic Marketing, vol. 9 no. 4
Type: Research Article
ISSN: 1759-0833

Keywords

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