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Article
Publication date: 30 December 2021

Shahidul Islam, Nazlida Muhamad and Vai Shiem Leong

Transformative service research (TSR) has received considerable attention from researchers and marketers in recent years and becomes a research priority in health care. In…

Abstract

Purpose

Transformative service research (TSR) has received considerable attention from researchers and marketers in recent years and becomes a research priority in health care. In response, this paper adapts the TSR entities and wellbeing framework to systematically review healthcare quality research on Muslim consumers. The purpose of this paper is to identify research gaps and provide directions for future research, aligning healthcare studies with the TSR framework.

Design/methodology/approach

The authors of this paper reviewed empirical papers in healthcare quality research on Muslim patients between the years 2000 and 2020. The recorded journal articles were synthesized using insights from the TSR framework. Several literature gaps were identified and future research directions were provided using the TCCM framework, in which T stands for theory, C for context, C for characteristics and M for methodology.

Findings

This paper finds studies that encompass several domains of the TSR framework including cultural and religious dimensions, service interaction and customer engagement dimensions and customer service wellbeing. Findings also reveal subject matters related to the TSR framework, which receive less attention in the healthcare literature. A number of potential avenues for theoretical extension in health care are also discussed.

Social implications

The implications of this paper are highly relevant to Muslim healthcare consumers, the healthcare system and society in general. The findings suggest inspiring changes in the healthcare ecosystem that yields a greater quality of life (health and wellbeing) for individuals and their respective communities.

Originality/value

This paper advances the current state of healthcare research by identifying and organizing components of TSR entities and wellbeing framework, using Muslim patients as the context. It enhances some pioneering approaches within the domain of TSR and quality dynamics and provides a holistic perspective as guidance and systematic thinking to further advancement in the field of services marketing and Islamic marketing.

Details

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

Keywords

Article
Publication date: 28 November 2018

Muhammad Talha Salam, Nazlida Muhamad and Vai Shiem Leong

Research on Muslim consumers has increasingly highlighted the significance of measuring religiosity. However, there is an apparent lack of uniformity in measuring…

Abstract

Purpose

Research on Muslim consumers has increasingly highlighted the significance of measuring religiosity. However, there is an apparent lack of uniformity in measuring religiosity across literature on Muslim consumer research. This paper aims to critically review the approaches used to measure religiosity in existing research on Muslim consumers.

Design/methodology/approach

This paper reviewed 39 studies selected from the Journal of Islamic Marketing from 2010 to 2017. Based on critical reviews of these studies on Muslim consumers, a number of observations and recommendations were made on approaches to measure religiosity.

Findings

Evident influence of religiosity on Muslim consumers was observed across the spectrum of the reviewed studies. The main issues in selecting the measures of religiosity include limited discussion on rationalizing the choice of a particular measure of religiosity and little consideration of the Islamic context.

Research limitations/implications

Based on the review, it is recommended that the process of searching, selecting and adopting a particular religiosity construct should be rationalized based on Islamic context. Adoption of Western scales should be done carefully with expert reviews. Also, researchers may consider using Islamic religiosity constructs and alternative measures such as qualitative measures of religiosity and spirituality-based constructs.

Originality/value

As Muslim consumer research is gaining momentum, this paper presents a critical review of the important aspect of measuring religiosity among Muslim consumers. The critical review and recommendations in this paper offer a much-needed theoretical clarity on selecting and using religiosity measures.

Details

Journal of Islamic Marketing, vol. 10 no. 2
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 6 November 2017

Nazlida Muhamad, Vai Shiem Leong and Normalisa Md Isa

This paper aims to model consumers’ decision to use halal logo on packaged food products. The model primarily tests the importance of country of origin (COO) of a halal…

1442

Abstract

Purpose

This paper aims to model consumers’ decision to use halal logo on packaged food products. The model primarily tests the importance of country of origin (COO) of a halal logo as an indicator for assessing credibility of a halal logo, and its relevance in consumers’ decision to use the logo in packaged food purchase.

Design/methodology/approach

A data set from a survey of 559 respondents from two countries was used to test eight hypotheses that were developed based on a modified theory of planned behaviour framework, using partial least squares procedures.

Findings

Halal certification logo was found to have COO effect on consumers’ evaluation during purchase decision of food items. Consumer uses information on the COO of a halal logo to assess the logo’s credibility in delivering the halal food standard. The construct, along with the constructs of religiosity and its interaction terms, subjective norms and attitude, explains consumers’ intention to consider the halal logo during packaged food purchase.

Research limitations/implications

Generalization of the findings is limited to the packaged food industry and to the consumer groups surveyed in the two countries.

Practical implications

There is a need for marketers to recognize Muslim consumers’ sensitivity towards the origin of a halal logo in choosing the right logo for their products. Logo certifiers may want to consider adopting marketing strategies to market their certification as a credible marker of a halal food standard.

Originality/value

The effect of COO of halal logo and its influence on consumers’ decision to use the logo in purchase decision are new to the literature.

Details

Review of International Business and Strategy, vol. 27 no. 4
Type: Research Article
ISSN: 2059-6014

Keywords

Article
Publication date: 15 April 2022

Vai Shiem Leong, Diyana Maslina Hj Ahady and Nazlida Muhamad

This study aims to examine the extent of corporate image of mobile telecommunication company on service quality and price fairness, which subsequently play important roles…

Abstract

Purpose

This study aims to examine the extent of corporate image of mobile telecommunication company on service quality and price fairness, which subsequently play important roles in influencing customer satisfaction and loyalty.

Design/methodology/approach

A questionnaire was administered to subscribers of mobile service providers in Brunei. The proposed research model was tested using structural equation modeling to estimate the relationships between corporate image, service quality, price fairness, customer satisfaction and loyalty.

Findings

The results indicated that favorable corporate image positively affects network quality, customer support and price fairness, which, in turn, lead to formation of customer satisfaction and customer loyalty.

Originality/value

This study demonstrates the magnitude of corporate image as an enabler of market dominance, recognizing that superior corporate image can become a first mover advantage and competitive advantage, which explains the high customer retention of a mobile telecommunication company. The effects of corporate image as a first mover advantage have not been highlighted in the literature of first mover advantage of mobile telecommunication; therefore, this study provides a new insight in this study area.

Details

International Journal of Quality and Service Sciences, vol. 14 no. 3
Type: Research Article
ISSN: 1756-669X

Keywords

Article
Publication date: 2 October 2018

Nazlida Muhamad, Munirah Khamarudin and Waida Irani Mohd Fauzi

Religion as a cultural element has the potential to drive a strong boycott campaign. Previous studies acknowledge the role of religion in consumer boycotts yet did not…

Abstract

Purpose

Religion as a cultural element has the potential to drive a strong boycott campaign. Previous studies acknowledge the role of religion in consumer boycotts yet did not investigate its role in influencing the very core of consumers’ motivation to participate in religion-based boycott. The purpose of this paper is to explore the fundamental nature of religious influence in an international religion-based consumer boycott. The research model tests the role of intrinsic religious motivation as the root of Muslim consumers’ motivational factors to participate and their intention to boycott US food brand.

Design/methodology/approach

The study adopted the Hoffman’s’ (2013) consumer boycott model to test the hypotheses. Survey method is used to collect primary data from Muslim millennials in a northern state of Malaysia. The study tested its five hypotheses on a data set of 325 cases using structural equation modelling (partial least squares regression).

Findings

The findings support the primary role of religion influences underlying boycott motivation factors. The intrinsic religious motivation is related to all the four boycott’s motivation factors (i.e. attitudes towards boycotting the brand, subjective norms, make a difference, self-enhancement), and indirectly contributing to intentions to boycott US food brand through the constructs of self-enhancement, subjective norms and attitudes towards the boycott.

Research limitations/implications

The study is a cross-sectional in nature, confined to one US food brand. The findings may be limited to Muslim millennials in the same region or similar cultural background of the country surveyed.

Practical implications

Businesses may want to consider working with social agencies involved in a religion-driven consumer boycott in mitigating negative influences of such boycott on brands.

Originality/value

The study shows the root of consumers’ motivation to participate in an international religion-based consumer boycott, i.e. intrinsic religious motivation, by illustrating the mechanisms of religious influences (i.e. intrinsic religious motivation) on consumers’ intention to participate in Islam-driven boycott.

Details

British Food Journal, vol. 121 no. 1
Type: Research Article
ISSN: 0007-070X

Keywords

Article
Publication date: 13 January 2021

Shahidul Islam and Nazlida Muhamad

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) has been recognized as a “gold standard” set of “practical standardized measures” for…

Abstract

Purpose

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) has been recognized as a “gold standard” set of “practical standardized measures” for assessing hospital service quality. Beginning with the HCAHPS, the purpose of this paper is to extend efforts to assess patient-centered communication (PCC) and the quality of healthcare and presents a scale for measuring patient perceptions and expectations of service quality in an emerging economy context.

Design/methodology/approach

A self-administered survey of patients in private hospitals (N = 171) was conducted to test the proposed framework. Exploratory and confirmatory factor analyses were used to establish the measurement model. Multiple regression analysis was used to explain the scale's predictive ability. ANOVA was used to analyze service quality gaps and rank patients' priorities.

Findings

Five components of PCC are identified. Among these, nurse affective communication has a significant positive effect on patient satisfaction. The gap analysis shows that patients have high expectations for doctors' affective communication, while they perceive a low level of service performance in the realm of nurse affective communication. The study highlights a new means of measuring “reliability” in healthcare. Important findings on patients' priorities are evaluated and discussed.

Practical implications

Healthcare organizations and practitioners can improve patient-centered care by stressing the dimensions of PCC, including clinicians' affective and instrumental communication.

Originality/value

The study expands the understanding of HCAHPS instruments in an emerging economy context and opens avenues for more widespread use of the measures. The research contributes to the literature on patient-centered care and healthcare service quality by proposing a scale for managing specific practices and interactions in healthcare.

Details

Benchmarking: An International Journal, vol. 28 no. 6
Type: Research Article
ISSN: 1463-5771

Keywords

Article
Publication date: 26 March 2010

Nazlida Muhamad Hashim and Dick Mizerski

The purpose of this paper is to explore the nature of fatwa and the dissemination of fatwa rulings among Muslim consumers using two studies. Results from these studies…

2092

Abstract

Purpose

The purpose of this paper is to explore the nature of fatwa and the dissemination of fatwa rulings among Muslim consumers using two studies. Results from these studies show that contemporary fatwa often extend beyond Muslims' religious beliefs and practices. By advising Muslims on the brands and product categories that are permissible and prohibited for consumption, fatwa rulings can cause boycotts and bans of products or brands.

Design/methodology/approach

Content analyses are performed in Study 1 to explore the types of fatwa rulings that are declared by the Malaysian fatwa authorities. In Study 2, a survey instrument is used to collect responses from Muslims regarding their sources of fatwa ruling for two products, their religious motivation and gender. Cluster analysis and an independent χ2‐test are used to test the study's predictions.

Findings

Fatwa rulings in the area of social issues and economics have a known tendency to affect Muslim consumers' marketplace behavior. Muslim consumers tend to acquire information on more controversial fatwa rulings through less formal sources, compared to less controversial fatwa rulings. Several clusters of Muslim consumers were found to have their sources of fatwa associated with the product category, gender of respondent, and religious orientation.

Research limitations/implications

The findings are limited to Malaysian Muslim University students and Malaysia's fatwa system. This use of young Malaysian Muslims probably restricts the findings to this cohort, rather than the general population of Malaysian Muslims.

Practical implications

The paper offers insights into how fatwa rulings affect marketplace behaviors and how information sources are accessed and fatwa information is disseminated among Muslim consumers. The findings lead to suggestions on how marketers can manage fatwa rulings concerning their products.

Originality/value

The paper provides an understanding of the nature and types of fatwa rulings circulating in the Muslim world, and identifies factors related to Muslims' knowledge of fatwa rulings.

Details

Journal of Islamic Marketing, vol. 1 no. 1
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 7 March 2016

Nazlida Muhamad, Vai Shiem Leong and Dick Mizerski

This study aims to provide insights on the influence of Muslim consumers’ knowledge on products subjected to contemporary fatwa ruling and their subsequent cognitive and…

1931

Abstract

Purpose

This study aims to provide insights on the influence of Muslim consumers’ knowledge on products subjected to contemporary fatwa ruling and their subsequent cognitive and behavioural responses.

Design/methodology/approach

MANOVA and MANCOVA were used to examine the influence of religious orientation on young Malaysian Muslims’ product knowledge, and the extent of religious orientation and gender on Muslim consumers’ attitude and behaviour towards three contemporary fatwa rulings of products.

Findings

Respondents’ religious orientation differentiates their knowledge on fatwa prohibition ruling of selected brand and behaviours. Consumers’ religious orientation and gender explain consumers’ behavioural responses to variables of the Theory of Planned Behaviour for three behaviours. Evidence suggests that ruling types affects (conditional and unconditional) consumers’ responses.

Research limitations/implications

Greater insights are provided on Muslims’ motivation to search information of controversial products, and their subsequent perception and behavioural reactions to controversial products. Findings are limited to the Malaysian Muslim consumers.

Practical implications

The fact that contemporary fatwa reached young Muslim generations indicates that managers have to be wary of fatwa to predict Muslim consumers’ marketplace behaviours.

Social implications

A significant number of young Malaysian Muslims are keeping abreast with contemporary fatwa. This suggests that they received an early and substantial exposure to Islamic way of life through their socialisation.

Originality/value

This study offer insights into the understandings of the young Muslim generation regarding contemporary fatwa on products, and revealed significant findings in relation to consumer product knowledge and religious influences on consumer behaviour.

Details

Journal of Islamic Marketing, vol. 7 no. 1
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 25 June 2010

Nazlida Muhamad and Dick Mizerski

There is limited conceptual and theoretical knowledge among marketers and practitioners regarding the measurement of religious influences in consumer market‐place…

2927

Abstract

Purpose

There is limited conceptual and theoretical knowledge among marketers and practitioners regarding the measurement of religious influences in consumer market‐place behaviours. The purpose of this paper is to review religious factors that appear to influence buyer and consumer behaviour in the light of findings from marketing and religious psychology.

Design/methodology/approach

The paper utilises academic databases to search for marketing and religious psychology papers that deal with influences of religion and constructs that have been suggested to mediate them. Findings from religious psychology are utilised as the backbone for understanding religious influence. The paper also compares and groups terminologies and concepts used in marketing studies, suggesting a holistic view of religion and factors that may mediate religious influences on consumers' market‐place behaviours.

Findings

Five factors of religious influence have been identified. These are commitment, motivation, affiliation, knowledge about a religion and awareness of the social consequences of following a religion. The characteristics, importance and applications of these factors are discussed.

Originality/value

The paper applies knowledge from the area of religious psychology to offer a holistic view in understanding factors that tend to mediate religious influences on consumer behaviours.

Details

Journal of Islamic Marketing, vol. 1 no. 2
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 30 January 2019

Nuradli Ridzwan Shah Mohd Dali, Shumaila Yousafzai and Hanifah Abdul Hamid

The purpose of this paper is to develop an Islamic religiosity measurement which can be applied in many various sectors and fields.

1064

Abstract

Purpose

The purpose of this paper is to develop an Islamic religiosity measurement which can be applied in many various sectors and fields.

Design/methodology/approach

The religiosity measurement developed by the authors had undergone systematic qualitative and quantitative approaches taking into consideration the expert opinion survey in ensuring the measurement content validity and reliability.

Findings

The study found that Islamic religiosity measurement is multi-dimensional. The dimensions found were beliefs and commitment or practice.

Research limitations/implications

The research limitation of the study is that the research is in its exploratory stages and needs to be replicated and to be tested in different contextual settings.

Originality/value

The instrument was developed through a rigorous systematic database search, qualitative and quantitative scale development stages which can be used as the basis in measuring Islamic religiosity.

Details

Journal of Islamic Marketing, vol. 10 no. 1
Type: Research Article
ISSN: 1759-0833

Keywords

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