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The purpose of this study is to understand the situation of hotels and tourism industry in Malaysia during and in post Covid-19 and to mitigate indirect damage caused by COVID-19 to the hotel business and tourism industry by examining the factors that have an influence on hotel’s customer satisfaction rating and revisit intention through an integration of service quality (SERVQUAL) framework and expectation-confirmation theory (ECT).

The SERVQUAL and ECT were considered the underpinning theoretical models but are integrated and extended by including a few additional variables. Data were collected from 458 respondents of travelers and hotel customers in Malaysia and analysed by applying partial least squares structural equation model technique.

The empirical results established that significant positive relationships exist between the three newly emerged independent variables (IVs), namely, hygienic practice, greenness of service and digitalization and hotel customer satisfaction towards hotel revisit intention, and only two variables from SERVQUAL, namely, reliability and assurance, have a significant relationship with hotel customer satisfaction towards hotel revisit intention. The results reveal that customer satisfaction has significant direct effect between above-mentioned IVs and customers revisit intention.

The use of purposeful sampling method in only one country might limit the generalizability of the results. Future research should be planned to duplicate the current study using a sizable sample of participants from multiple countries and include other related factors related to the pandemic phenomena such as safety, hotel location and health value offered.

Theoretical findings imply that service quality is a dynamic theory that should be examined continuously to achieve sustainable and resilient performance in today’s competitive business environment, as some modifications inevitably occur over time and new factors could be emerged. Regarding practical implications, study findings proved the great significance of assurance, reliability, digitalization, greenness and hygienic practices on customer satisfaction towards intention to revisit to hotel. Therefore, it is critical for hotel management to retain hotel business industry in a way that fits and matches customer’s health protection, meets customer’s newly prompted expectations and needs and ensures resilience during unsettled times.

This study is unique as the newly emerged variables are included in the research framework, and thus it helps to close the literature gap by introducing an integrated SERVQUAL and ECT theoretical model, which rarely performs in this context and can be replicated or extended with validated scales. This study contributes to enhancing hotel and tourism sustainable service quality performance to achieve myriad economic and health values.

This paper aims to explore the specific causes of failure among Malaysian female entrepreneurs who were provided with financial services by the microfinance institution: Amanah Ikhtiar Malaysia (AIM) to start up their own businesses.

This paper adopts a qualitative-based case study design approach, with data collected from a total of 18 female entrepreneurs who had failed to develop their businesses. In-depth personal interviews were conducted, coupled with personal observation via purposive cum snowball sampling.

Thematic analysis revealed a pattern-based outcome which discloses a variety of causes affecting the failure of Malaysian female entrepreneurship. These causes ranged from inter-related external factors which were perceived as beyond their control, such as personal life events, intensive competition and loan inflexibility to internal causes, which were related to lack of resources, poor financial management and personal dissatisfaction with their own business performance.

The findings of this study provide valuable information for Malaysian economic policymakers in how to practically address the objectives of the National Women's Policy (NPW) and improve the innovative quality of their products and services. A thorough understanding of the specific obstacles facing female entrepreneurs in Malaysia is essential if policymakers are to improve opportunity exploitation efficiency and assist in mitigating the external and internal causes of business failure among Malaysian females.

Studies in this field have demonstrated that most new “start-ups” fail within three years of their establishment. While determinist, emotive and voluntarist theories can often provide an adequate explanation for the causes of business failure, it is clear that no single factor is usually responsible. Rather, multiple interrelated factors are found to be at play. This study, therefore, provides an integrative model for causes of business failure among small-business female entrepreneurs. It also represents one of only a few such studies in the literature and, to the best of knowledge at the time of writing, is the first such study that used an integrative approach to explain the causes of business failure in the Malaysian context.

Hotel industry is witnessing a radical change as a result of technology interaction such as artificial intelligence (AI) in service tasks. As a result of this transformation, the pattern of service delivery based on human interaction has been changed to digital interaction. This brought opportunities to the hotels industry and consolidate its competitive advantage. However, the understanding gap still existed in both practical implementation and literature, especially in developing countries. Therefore, this paper aims to explore how hotels use AI to carry out services tasks.

The authors adopted the qualitative research method through Semi interviews. The sample was purposively selected from five 5-star hotels in the UAE, meanwhile, the managers were the targeted respondents.

Through content analysis, the authors find that the UAE hotels use AI in managing trip planning, reception service and room services. The authors also find that there are four key drivers that improve the performance of AI, which include AI infrastructure flexibility, strategic alignment, management and skills. Finally, the authors found four indicators of the impact of AI on hotels, which are quality, cost and market share and customers satisfaction.

This study is one of few studies that explored the use of AI in the hotels industry and discussed how AI influence several aspects of hotels performance and helped them to attain their competitive advantage. This study is also one of few studies and the first study in UAE to explore the key drivers of AI performance in UAE hotels.

Previous studies equated information technology (IT) with the notion of effective resources. ITs improved firms’ competitive advantage and innovativeness. Yet, far fewer studies investigated types of IT competencies that corresponded to innovation capabilities, particularly in developing countries. The aim of this paper is to provide an investigation concerning the types of IT competencies and examine their influence on the innovation capabilities across high-tech firms.

A survey was randomly distributed to 274 respondents across four main sectors of Malaysian high-tech firms. The main sectors were electric and electronic, aerospace, computers and office machinery and pharmaceuticals. A structural equation model, Amos, was used to analyse data.

Three findings were surmised. First, IT competencies driven by IT infrastructure, alignment, management affected high-tech firms’ innovation capabilities. Second, absorptive capacity (AC) partially determined the relationship between IT infrastructure and IT alignment and innovation capabilities. AC also determined the relationship between IT management and innovation capabilities. The significance of IT competencies in the improvement of innovation capabilities was presented as a key predictor in bolstering high-tech manufacturing firms’ competitive advantage.

Two points on novelty were presented. First, by conceptualising IT competencies from resource-based theory (RBV), a shift in understanding RBV was presented. Second, alternative key predictors concerning how IT competencies could improve aspects of AC and innovation capabilities were presented.

This study aims to examine the results of structural equation modelling in applying unified theory of acceptance and use of technology in adopting Islamic Fintech among millennials in Malaysia via measurement and structural models.

A total of 418 valid responses have been obtained from Malaysians who are using Islamic Fintech. Before the data is analysed into measurement and structural modelling preliminary analysis such as common method bias has been conducted.

All the requirements for model fit in this study have been achieved. Four exogenous constructs are performance expectancy, effort expectancy, social influence and facilitating condition. The mediating construct is behavioural intention, whereas the endogenous variable is user adoption. All exogenous constructs show significant p-values except for effort expectancy.

This study offers important implications, specifically for the digital economy that is currently making its way throughout every aspect of human life, namely, social, religious, financial transaction, entertainment and others. The impact of the digital economy can be traced through the emergence of Fintech. The adoption of Islamic Fintech is one of the least discussed areas academically, therefore, this study is considered necessary to explore the prediction of consumer behaviour in Islamic Fintech adoption as a part of the digital economy in Malaysia.

This study fills the perceived gap in the existing financial technology literature by assessing Islamic financial technology adoption via measurement and structural modelling.

Environmental pollution has emerged as a major concern in the 21st century following the introduction of sustainable development (SD) by the year 2030, whereby one of the predominant goals is related to the manufacturing industry. In Malaysia, the automotive industry is acknowledged as the backbone driving for economic growth and recognised as a source of environmental deterioration. Therefore, eco-innovation is, thus, introduced as one of the efforts for minimised environmental effects, reduced social impact and firm value sustenance. In particular, eco-product innovation is one of the renowned environmental innovation dimensions and displays high adoption and diffusion rates in developed countries due to green awareness and government financial assistance. However, developing countries such as Malaysia show relatively low adoption of such practices amongst companies, whereby most of the efforts are driven by the governments, supplier and customer demands. Therefore, this paper aims to delineate the factors of voluntary initiatives undertaken by the Malaysian automotive and auto parts industry towards eco-product innovation.

The research drew from the micro-level perspective, thus using dynamic capabilities (DC) constructs and environmental management system (EMS) strategy variables. The constructs included technology collaboration, green human resources and eco-culture, while the variables denoted formal EMS and top management support. Survey data were obtained from 242 entities within the Malaysian automotive and auto parts industry, which were subjected to analysis via confirmatory factor analysis and structural equation modelling.

The findings revealed the moderating role played by eco-product innovation for the association linking EMS strategy and sustainability development, while no moderator effects were observed between DC and sustainability development. Thus, future research can be performed in the meso and macro-level areas by using qualitative research across different sectors.

This paper explicates novel literature content, particularly for the field of eco-product innovation; it positions an empirical analysis from the micro-level perspective regarding the antecedence of DC and environmental strategy towards eco-product innovation and SD, mainly in the automotive industry.

The purpose of this study is to examine the role of social network websites (SNWs) on hotels’ performance through innovation, especially in emerging countries, which is still lacking.

A survey was randomly distributed to 219 of 4- and 5-star hotels in Malaysia and the data were analyzed using the structural equation modeling.

The results confirm that the SNWs have a positive effect on the innovation capacity; meanwhile, the innovation capacity fully mediated the association between online social networks and the firm’s performance. Moreover, the association between SNWs and innovation is partially mediated by absorptive capacity (AC).

This paper deliberates the significance of online social networking websites in the improvement of innovation capabilities through business intelligence and information management that improve hotels’ performance. This paper also deliberates the methods in which online social networking websites improve AC and information management.

本论文旨在研究社交网路网站（SNWs）通过创新对于酒店绩效的作用, 这点在新兴国家还属于发展阶段。

采样方法为随即问卷, 采样地点在马来西亚4-/5-星酒店, 样本数据采用结构方程模型的方法进行分析。

本论文结果肯定了SNWs对于创新能力的积极作用, 同时, 创新能力起到SNWs和企业绩效关系的全中介作用。此外, SNWs和创新之间受到吸收能力的部分中介影响。

本论文诠释了在线社交网络网站通过商业智能和信息管理对于提高创新能力以及提高酒店绩效的重要作用。本论文还展示了在线社交网络网站如何提高吸收能力和信息管理的方法。

社交网络、网站、创新、吸收、能力、绩效、酒店

研究型论文

Entrepreneurial personalities have been widely recognised as important drivers for the development of entrepreneurial competencies, which are the skills, knowledge and abilities that enable entrepreneurs to start and grow successful businesses. Yet, there has been relatively little research focused specifically on entrepreneurial personalities that influence entrepreneurial competencies among people with physical disabilities. Therefore, this study aims to explore the entrepreneurial personalities among people with disabilities (PWDs) and explain how they influence several aspects of entrepreneurial capabilities.

A qualitative approach, namely, phenomenological approach, has been conducted; meanwhile, a total of 12 respondents were interviewed as the data has reached the saturation level.

The findings revealed that successful PWDs entrepreneurs possess a range of traits and characteristics that contribute to their success, which include need for achievement, internal drives, external factors, extraversion and openness. These factors drive the enhancement of the PWDs’ entrepreneurial capabilities.

Essentially, this study is one of the few studies that suggests that an integrative personality model influences PWDs’ entrepreneurial capabilities and their business development. This model takes into account the unique experiences and challenges faced by PWDs, which help to better understand the traits and characteristics that contribute to their success as entrepreneurs.

The purpose of this paper is to improve the socio-economic condition of low-income households in Malaysia, many products and services are available, including access to working capital and enterprise development training programs. This study examined the impact of access to working capital and micro-enterprise development training programs on household income and economic vulnerability among participants of development initiatives in the eKasih (national poverty data bank) in Peninsular Malaysia.

Adopting a cross-sectional design, the authors collected data randomly from the selected 300 micro-entrepreneurs from the list of development organizations available in the eKasih (national poverty data bank) located in four states of Peninsular Malaysia. Quantitative data were collected through structured interviews with the respondents from October to November 2017.

Both the length of participation and total amount of economic loan were found to increase the household income. However, there was no positive and significant impact of total number of training hours on household income. Interestingly, length of participation was found to reduce the level of economic vulnerability, except total amount of economic loan, and total number of training hours.

Despite the overwhelming empirical evidence, the findings indicated that the impact of enterprise development training programs was inconclusive. The effect of total amount of loan on economic vulnerability was also inconclusive. Hence, both policy makers and development organizations should understand how their programs benefit the poor households that can be improved through new implementation strategies.