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Article
Publication date: 26 April 2022

Jason M.S. Lam, Zafir Khan Mohamed Makhbul, Norzalita Abd Aziz and Mohd Amirul Hafidz Ahmat

The present study aims to examine and explain cultural heritage destination by applying multiple dimension image model (cognitive–affective–conative aspects).

Abstract

Purpose

The present study aims to examine and explain cultural heritage destination by applying multiple dimension image model (cognitive–affective–conative aspects).

Design/methodology/approach

A total of 233 international heritage-based tourists were surveyed on-site at some of the most prominent historical attractions in Malacca, one of the first cities in Malaysia declared as a UNESCO World Heritage Site. The covariance-based structural equation modelling was applied to examine the hypotheses.

Findings

The structural equation modelling validated that cognitive image aspects such as living culture, intangible and tangible are affected positively. The effects are statistically significant for conative and affective images. On the other hand, cognitive tangible image is an aspect that impacted affective image to a lesser degree than conative image. Whereas affective image attributes were found to have significant and positive influence on conative image.

Originality/value

This study enriches the limited empirical research study on heritage image conceptualisation by expanding into tri-component model. The destination image has garnered a great deal of attention, particularly due to its significant and impactful influence on the decision-making and the sustainable behaviour of tourists, and it has since become the subject of many studies in the tourism and hospitality literatures. But most research concerning heritage image for destinations has considered the construct uni-dimensionally.

Details

Journal of Cultural Heritage Management and Sustainable Development, vol. 14 no. 4
Type: Research Article
ISSN: 2044-1266

Keywords

Article
Publication date: 11 June 2018

Norzalita Abd Aziz

Islamic banking system has become mainstream with the increasing popularity and demand of its products and services, including that of non-Muslims and even among the Western…

Abstract

Purpose

Islamic banking system has become mainstream with the increasing popularity and demand of its products and services, including that of non-Muslims and even among the Western market. This paper aims to attempt to explore the factors that influence the co-production of services as well consumer attitudinal loyalty based on consumers’ perception of Islamic financial banking services. It also tests how co-production and customer loyalty as well as corporate image relate to each other. The present study is set up in the context of Islamic financial banking service industry in Malaysia.

Design/methodology/approach

The data were collected using the survey method. Convenience sampling was used to collect 502 usable responses via self-administered questionnaires.

Findings

The hierarchical regression results show that communication and commitment have a significant influence on co-production of services, but competence has an insignificant relationship. Co-production and corporate image have a significant influence on the consumer attitudinal loyalty, whereas corporate image has significant influence on consumer commitment. The study findings show that the co-production fully mediates the relationship between the communication and attitudinal loyalty, whereas it partially mediates the relationship between commitment and attitudinal loyalty.

Research limitations/implications

Further research is required to determine other additional and broader range of constructs. Further testing is therefore required before any generalization of these results can be undertaken, and it would be useful to conduct future studies in other types of industries. There are four segments of Islamic financial services customers, namely, religious conviction group, religious conviction and economic group, ethical observant group and economic rationality group. It is interesting to examine these segments related to the current study on how each segment influences the co-production process and loyalty among them.

Originality/value

The sustainability of a service organization depends on understanding customers’ needs but it also relies on the involvement of its customers. Although similar to-production, value co-creation has been regarded as one of the most prioritized research topics in service and marketing; thus, future researchers might model the relationships based on this concept. Despite these, few studies have been conducted to understand the nature and implications of co-production concept in Islamic financial banking services. This study contributes to the knowledge, in particular, in the context of Islamic financial banking services, especially by integrating additional constructs in determining customers’ loyalty such as the corporate image. To a certain extent, it offers some important insights on the subject of co-production and customer loyalty that eventually will lead to value creation and sustainability of businesses.

Details

Journal of Islamic Marketing, vol. 9 no. 2
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 19 July 2022

Fei Long, Miraj Ahmed Bhuiyan, Muhammad Khalilur Rahman and Norzalita Abd Aziz

The objectives of this study are to examine the impacts of CSR on purchase intentions either directly or indirectly and to investigate the moderating effects of consumer…

Abstract

Purpose

The objectives of this study are to examine the impacts of CSR on purchase intentions either directly or indirectly and to investigate the moderating effects of consumer ethnocentrism on the relationship between CSR and purchase intentions.

Design/methodology/approach

This study utilized an online self-administered survey for data collection. All the measurement items were adopted or adapted from prior research concerning international marketing (Churchill, 1979). Concerning rating scales, the items of CSR, brand attitudes, and consumer ethnocentrism were measured from 1 (strongly disagree) to 7 (strongly agree), and the items of purchase intentions were measured from 1 (strongly disagree) to 5 (strongly agree).

Findings

The empirical findings suggest that CSR significantly influences purchase intentions directly and indirectly via brand attitudes. Besides, consumer ethnocentrism strengthens the positive effects of CSR on brand attitudes and purchase intentions.

Originality/value

This research sheds light on young Chinese consumers' purchase behaviors, which could facilitate Western brands implementing effective and efficient marketing strategies in the Chinese market.

Details

Kybernetes, vol. 52 no. 11
Type: Research Article
ISSN: 0368-492X

Keywords

Article
Publication date: 11 April 2024

Norzalita Abd Aziz, Abdullah Al Mamun, Mohammad Nurul Hassan Reza and Farzana Naznen

This study aimed to examine the role of big data analytics capabilities (BDAC) in fostering organizational innovation capabilities and, consequently, in achieving economic, social…

Abstract

Purpose

This study aimed to examine the role of big data analytics capabilities (BDAC) in fostering organizational innovation capabilities and, consequently, in achieving economic, social and environmental sustainability.

Design/methodology/approach

Through the lens of dynamic capability theory, this study surveyed 115 hotels using purposive sampling to gain in-depth insights regarding the factors affecting organizational sustainability in the hospitality industry. The data analysis was conducted using partial least squares-structural equation modeling (PLS-SEM).

Findings

The findings reported a substantial impact of seven core dimensions (i.e. technology, data, basic resources, technological skills, managerial skills, organizational learning and data-driven culture) in building BDAC among hotels. Moreover, BDAC was also revealed to significantly influence innovation capabilities, positively impacting all three sorts of sustainability performance. Innovation capability also mediated the relationship between BDAC and all sustainability factors.

Practical implications

The findings will assist policymakers and practitioners in developing effective initiatives to enhance the adoption and implementation of data science and technologies, substantially contributing to the “National IR 4.0 Policy” and “Malaysia Digital Economy Blueprint” and achieving sustainable development goals (SDGs).

Originality/value

The originality of this study is established by investigating the interplay between BDAC, innovation capability and sustainability performance, particularly in the context of the hotel industry, whereas the existing studies focus on exploring the advantages of BDA.

Details

Journal of Enterprise Information Management, vol. 37 no. 3
Type: Research Article
ISSN: 1741-0398

Keywords

Article
Publication date: 1 June 2004

Norzalita Abd. Aziz and Norjaya Mohd. Yasin

The Internet technology has been recognised as a key business resource and is increasingly being used and integrated into firm’s marketing activities. This study explored the…

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Abstract

The Internet technology has been recognised as a key business resource and is increasingly being used and integrated into firm’s marketing activities. This study explored the relationship between market orientation and marketing competency and investigated the role of the Internet marketing integration in the market orientation‐marketing competency linkage. From an analysis of a survey data from 47 manufacturing firms involved in exporting and 33 travel agencies, four dimensions – Providing Customer Value, Competitor Orientation, Management Commitment and Customer Retention were extracted from factor analysis result of market orientation. However, this study found that Competitor Orientation and Management Commitment influenced marketing competency of the firm. Compared to the previous study, the integration of the Internet marketing did not seem to moderate the influence of market orientation on marketing competency. In addition, the Internet‐oriented profiles of the Malaysian exporters and travel agencies were constructed using characteristics in terms of its size, age in operations, the importance of different regional market to the firm, level of market orientation, and market area responded, which can be used for future research.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 16 no. 2
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 15 March 2013

Nor Asiah Omar, Che Aniza Che Wel, Norzalita Abd Aziz and Syed Shah Alam

Retaining and cultivating customer loyalty has become increasingly important for loyalty programme providers and retailers due to the highly competitive environment. The purpose

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Abstract

Purpose

Retaining and cultivating customer loyalty has become increasingly important for loyalty programme providers and retailers due to the highly competitive environment. The purpose of this paper is to develop and test a model investigating how loyalty programme service quality (LPSQual) enhances programme perceived value and programme satisfaction to win loyalty among cardholders.

Design/methodology/approach

Quota sampling technique, using a self‐administered questionnaire survey, was used with a total of 400 respondents who are card holders of loyalty programmes from departments and superstores in the capital of Malaysia.

Findings

It is found that all the loyalty programme service attributes (policy, reward, tangibility, information usefulness, courteousness/helpfulness and communication quality), with the exception of personalization, have a significant positive influence on perceived value. The positive relationship between perceived value‐programme loyalty and programme satisfaction‐programme loyalty was also significant. The result also suggests that programme satisfaction affects store loyalty only through programme loyalty.

Practical implications

The results highlight the crucial role of loyalty programme service attributes in influencing value, satisfaction and loyalty among card holders of a loyalty programme.

Originality/value

This paper seems to be the first in investigating the impacts of LPSQual on value, satisfaction and loyalty in departments and superstores, particularly in the Malaysia context.

Details

Measuring Business Excellence, vol. 17 no. 1
Type: Research Article
ISSN: 1368-3047

Keywords

Article
Publication date: 28 May 2020

Abdul Hafaz Ngah, Serge Gabarre, Bilal Eneizan and Nabihah Asri

This paper aims to identify the factors of willingness to pay for halal transportation among Muslim consumers in Malaysia by extending the theory of planned behaviour with…

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Abstract

Purpose

This paper aims to identify the factors of willingness to pay for halal transportation among Muslim consumers in Malaysia by extending the theory of planned behaviour with knowledge and religiosity.

Design/methodology/approach

Applying a purposive sampling method, data were gathered from questionnaires distributed to Muslim consumers at Malls in Kuala Lumpur and Putrajaya. From 250 Muslims who were approached, 200 respondents agreed to answer the questionnaire. SMART-PLS 3.2.8. was used to analyse the data for this study using a structural equation modelling (SEM) approach.

Findings

Attitude (ATT), Subjective Norm (SN) and Perceived Behavioural Control (PBC) have a positive relationship with the Willingness to Pay (WTP). However, religiosity is found as an insignificant factor towards the WTP. Knowledge and religiosity are significant predictors of the attitude. Attitude is found to have a mediating effect on the relationship between knowledge and the WTP, and for religiosity towards the WTP. Awareness moderates the positive relationship between ATT and the WTP for halal transportation services. Meanwhile, awareness is found as an insignificant moderator between SN and the WTP, and for the PBC and the WTP.

Practical implications

The findings provide useful information on the WTP for halal transportation. Related parties such as the government, halal transport service providers and customers can use these findings to plan further action to enhance the WTP for halal transportation

Originality/value

The study reveals the capability of the TPB to identify the factors of WTP for halal transportation among Muslim consumers in Malaysia. The findings also show the moderation effects of awareness on the TPB. The findings also enrich the literature on the WTP in halal studies

Details

Journal of Islamic Marketing, vol. 12 no. 8
Type: Research Article
ISSN: 1759-0833

Keywords

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