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Article
Publication date: 25 December 2020

Selim Ahmed, Musfiq Mannan Choudhury, Ezaz Ahmed, Ujjal Yaman Chowdhury and Ahmed Al Asheq

The purpose of this study is to investigate the passengers' perception of app or application-based ride-sharing service in Bangladesh. The research directly measures the…

Abstract

Purpose

The purpose of this study is to investigate the passengers' perception of app or application-based ride-sharing service in Bangladesh. The research directly measures the passengers' perception of perceived quality and value for money of using app-based ride-sharing services in Bangladesh and how it impacts passengers' satisfaction. The study also measures the indirect relationship of perceived quality and value for money and passengers' loyalty through the mediating effects of passenger satisfaction in app-based ride-sharing services.

Design/methodology/approach

The authors used an online self-administered survey questionnaire to collect data from the respondents who have experienced app-based ride-sharing services in Bangladesh. In this study, 400 questionnaires were distributed to the respondents online (Google form) and received 281 useful responses that give a 70.25% response rate. The survey data were analyzed based on construct validity, convergent validity and structural equation modeling by using Smart PLS 3.

Findings

The research findings indicate that perceived quality and value for money positively and significantly influence passengers' satisfaction. The passengers' satisfaction has a direct and significant relationship with passenger loyalty. The research findings also indicate that perceived quality and value for money have an indirect relationship with passenger loyalty through the mediating effect of passenger loyalty in app-based ride-sharing services.

Practical implications

Both perceived quality and value for money have been the key drivers of passenger satisfaction and loyalty. Thus, the ride-sharing service providers should emphasize enhancing passenger value perception and quality service to reinforce passenger satisfaction and loyalty by increasing communication with the passengers about their apps. Besides, the service providers need to keep track of passengers' satisfaction levels and adopt necessary initiatives to ensure satisfied passengers toward loyalty.

Originality/value

Limited studies have investigated the impacts of perceived quality and value for money on passenger satisfaction and loyalty to app-based rideshare service. It is a suitable time as the research findings will help ride-sharing service providers enhance their quality performance to compete healthily. Simultaneously, passengers can enjoy improved, and value-added services due to increasing competition among the app-based service providers. Regulators can also emphasize passenger quality services and the importance of money as a proposition while formulating policy and regulations toward the management of ride-sharing companies.

Details

The TQM Journal, vol. 33 no. 6
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 6 September 2018

Selim Ahmed, Noor Hazilah Abd Manaf and Rafikul Islam

This study aims to investigate applications of Lean Six Sigma approaches and quality performance in Malaysian hospitals. It identifies five dimensions of Lean Six Sigma…

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1187

Abstract

Purpose

This study aims to investigate applications of Lean Six Sigma approaches and quality performance in Malaysian hospitals. It identifies five dimensions of Lean Six Sigma conformance (i.e. continuous quality improvement, Lean management initiatives, Six Sigma initiatives, patient safety and teamwork) and quality performance of the hospitals based on demographics such as gender, types of hospital and working experience.

Design/methodology/approach

This study distributed 1,007 self-administered survey questionnaires to hospital staff resulting in 438 useful responses with 43.5 per cent response rate. Research data were analysed based on reliability analysis, exploratory factor analysis (EFA), independent samples t-tests and one-way ANOVA using SPSS version 23.

Findings

Research findings indicate that there are significant differences between public and private hospital staff on Lean management initiatives, Six Sigma initiatives, patient safety and teamwork. Private hospital staff perceives Lean management initiatives, Six Sigma initiatives, patient safety and teamwork more favourably compared to public hospital staff. The present study findings also indicate that senior hospital staff (more than 10 years working experience) perceives patient safety and teamwork more favourably compared to other working experience groups.

Research limitation/implications

The research focused solely on the Malaysian health sector, and thus, the results might not be applicable to other countries.

Originality/value

This research provides theoretical, methodological and practical contributions for the Lean Six Sigma approach and the research findings are expected to provide guidelines to enhance the level of quality performance in healthcare organisations in Malaysia as well as other countries.

Details

International Journal of Quality and Service Sciences, vol. 10 no. 3
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 8 October 2018

Selim Ahmed, Noor Hazilah Abd Manaf and Rafikul Islam

The purpose of this paper is to investigate the effects of Lean Six Sigma (LSS) and workforce management on the quality performance of Malaysian hospitals. This paper also…

Abstract

Purpose

The purpose of this paper is to investigate the effects of Lean Six Sigma (LSS) and workforce management on the quality performance of Malaysian hospitals. This paper also investigates the direct and indirect relationships between top management commitment and quality performance of the healthcare organisations in Malaysia.

Design/methodology/approach

This study applied stratified random sampling to collect data from 15 different hospitals in Peninsular Malaysia. The self-administered survey questionnaires were distributed among 673 hospital staff (i.e. doctors, nurses, pharmacists, and medical laboratory technologists) to obtain 335 useful responses with a 49.47 per cent valid response rate. The research data were analysed based on confirmatory factor analysis and structural equation modelling by using AMOS version 23 software.

Findings

The research findings indicated that LSS and workforce management have a significant impact on quality performance of the Malaysian hospitals, whereas senior management commitment was found to have an insignificant relationship with quality performance. The research findings indicate that senior management commitment has no direct significant relationship with quality performance, but it has an indirect significant relationship with quality performance through the mediating effects of LSS and workforce management.

Research limitations/implications

This research focussed solely on healthcare organisations in Malaysia and thus the results might not be applicable for other countries as well as other service organisations.

Originality/value

This research provides theoretical, methodological, and practical contributions for the LSS approach and the research findings are expected to provide guidelines to enhance the level of quality performance in healthcare organisations in Malaysia as well as other countries.

Details

International Journal of Health Care Quality Assurance, vol. 31 no. 8
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 11 October 2018

Selim Ahmed, Noor Hazilah Abd Manaf and Rafikul Islam

This study aims to investigate applications of Six Sigma methodology in Malaysian private hospitals. It measures Six Sigma initiatives of the private hospitals based on…

Abstract

Purpose

This study aims to investigate applications of Six Sigma methodology in Malaysian private hospitals. It measures Six Sigma initiatives of the private hospitals based on demographics such as gender, position and working experience.

Design/methodology/approach

The present study measures Six Sigma initiatives of private hospitals and used stratified random sampling to collect data from eight selected hospitals in Peninsular Malaysia. The respondents of the study include doctors, nurses, pharmacists and medical laboratory technologists. In this study, 520 questionnaires were distributed to respondents who are working in Malaysian private hospitals. In total, 251 responses were received (48.27 per cent response rate). The descriptive analysis, independent samples t-test and one-way ANOVA were undertaken using SPSS version 23.

Findings

The findings of this study indicate that male respondents have better perception on four aspects of Six Sigma applications such as process improvement tools, process improvement methods, manage quality improvement activities and formal planning process compared to female respondents. The research findings also indicate that doctors have better perception regarding process improvement tools to measure quality improvement process, leadership to continuous improvement processes, training in process improvement tools for employees’ skill improvement compared to nurses, pharmacists, medical laboratory technologists.

Research limitations/implications

The present research focussed solely on the Malaysian private hospitals, and thus the results might not be applicable to other countries. This study focussed on Six Sigma initiatives of private hospitals in Malaysia, while the future research may consider investigating the difference or conformance between private and public hospitals on Six Sigma initiatives and its relationship with quality performance. In addition, present study findings are expected to provide guidelines to enhance the applications of Six Sigma methodology in private hospitals in Malaysia as well as other countries.

Originality/value

This research provides theoretical and practical contributions for the Six Sigma initiatives in private hospitals. Most of the past studies of Six Sigma initiatives are centred on manufacturing sector, but few empirical studies have been conducted on the health-care organisation. Thus, findings of the present study on the health-care sector contribute to the on-going pursuit of knowledge in the area of Six Sigma by using the strength of related theories and parent disciplines.

Details

International Journal of Lean Six Sigma, vol. 10 no. 1
Type: Research Article
ISSN: 2040-4166

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Article
Publication date: 19 June 2017

Selim Ahmed, Noor Hazilah Abd Manaf and Rafikul Islam

This study aims to measure quality performance of the Malaysian hospitals based on eight items, namely, progress of quality management, medical service cost, reduce errors…

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1885

Abstract

Purpose

This study aims to measure quality performance of the Malaysian hospitals based on eight items, namely, progress of quality management, medical service cost, reduce errors in medical services, patient waiting time, reduce waste in processes, patient complaint, employee job satisfaction and patient satisfaction. Mainly, it identifies difference or conformance between public and private hospitals on quality performance.

Design/methodology/approach

This study distributed 1,007 self-administered survey questionnaires to the hospital staff (i.e. doctors, nurses, pharmacists and medical laboratory technologists), resulting in 438 useful responses (43.5 per cent response rate). Research data were analysed based on descriptive analysis and independent samples’ t-tests using SPSS version 23.

Findings

The findings of this study indicate that there are significant differences between public and private hospital staff on progress of quality improvement process, patient satisfaction and cost of the medical services. Private hospital staff believed that their hospital’s quality management process and patient satisfaction has been improved over the past years compared to public hospital. However, private hospital staff does not perceive their medical service cost has been reduced over the past years compared to public hospital.

Research limitations/implications

This research focused solely on quality performance of the Malaysian health sector and, thus, the results might not be applicable to other countries.

Originality/value

Present research findings provide guidelines for enhancing quality performance in Malaysian public and private healthcare sectors and other countries.

Details

International Journal of Quality and Service Sciences, vol. 9 no. 2
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 5 May 2021

Selim Ahmed, Muhammad Mohiuddin, Mahfuzur Rahman, Kazi Md Tarique and Md. Azim

The purpose of this paper is to investigate the impact of Islamic Shariah compliance on customer satisfaction through the mediating effect of service quality in Islamic…

Abstract

Purpose

The purpose of this paper is to investigate the impact of Islamic Shariah compliance on customer satisfaction through the mediating effect of service quality in Islamic banking services.

Design/methodology/approach

A total of 334 completed and usable questionnaires were collected from customers of Islamic banks in Bangladesh to test the hypotheses. The data were analyzed using SmartPLS 3.

Findings

The findings of this study indicate that Islamic Shariah compliance has a positive and significant influence on service quality and customer satisfaction of Islamic banking services. The research findings also indicate that service quality partially mediate the relationship between Islamic Shariah compliance and customer satisfaction of Islamic banking services.

Research limitations/implications

This study only emphasized on the Islamic banking services of Bangladesh and thus findings of the present study may not be applicable to other service areas.

Practical implications

The implications of the research are twofold. First, a strong standardized effect of Islamic Shariah compliance on service quality implies that customers are very sensitive to Shariah compliance related to Islamic banking services. Next, maintaining service quality is another crucial aspect to satisfy customers of Islamic banks. Quality of services will only be materialized when all the promises made by the bank function accordingly. Therefore, strategy makers of Islamic banks should assess the customer service quality and satisfaction regularly to improve the overall service experience of customers.

Originality/value

Limited studies have been conducted to investigate the mediating effect of service quality on the relationship between Shariah compliance and customer satisfaction in Islamic banking services. This study provides valuable insights to Islamic bank to integrate the service quality along with Shariah compliance to enhance customer satisfaction.

Details

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

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Article
Publication date: 16 November 2020

Rafikul Islam, Selim Ahmed, Mahbubar Rahman and Ahmed Al Asheq

The main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and…

Abstract

Purpose

The main purpose of this study is to investigate the impact of various service quality dimensions, namely reliability, responsiveness, visibility, employee commitment and access to service on customer satisfaction in the private banking sector of Bangladesh. The research also investigates the relationship between customer satisfaction and loyalty and effect of demographic variables on customer satisfaction.

Design/methodology/approach

The researchers distributed 320 self-administered survey questionnaires among private banks' customers in Bangladesh and obtained 200 useable responses with a 62.5% valid response rate. The research data were analysed using confirmatory factor analysis (CFA) and structural equation modelling (SEM) approaches. Analysis of variance and logistic regression have also been used to obtain the supplementary findings.

Findings

The research findings indicate that visibility, responsiveness and employee commitment have positive and significant effect on customer satisfaction, whereas reliability and access to service are found to have insignificant influence on customer satisfaction of private banking services. The findings of this study also revealed that customer satisfaction has positive and significant relationship with customer loyalty. But except respondents' occupation type, all other demographic variables have no statistically significant relation with customer satisfaction.

Research limitations/implications

The research focused solely on the private banking sector of Bangladesh, and thus the results may not be applicable to other service sectors.

Originality/value

This study conducted on customers' perception of private banking services is based on extended service quality dimensions and its relationship with customer satisfaction towards loyalty. The present research findings are anticipated to offer the guidelines for improving the customer satisfaction and loyalty of private banking services in Bangladesh as well as other countries.

Details

The TQM Journal, vol. 33 no. 6
Type: Research Article
ISSN: 1754-2731

Keywords

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Article
Publication date: 12 June 2017

Selim Ahmed, Kazi Md. Tarique and Ishtiaque Arif

The purpose of this paper is to investigate service quality, patient satisfaction and loyalty in Bangladesh’s healthcare sector. It identifies healthcare quality…

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1567

Abstract

Purpose

The purpose of this paper is to investigate service quality, patient satisfaction and loyalty in Bangladesh’s healthcare sector. It identifies healthcare quality conformance, patient satisfaction and loyalty based on demographics such as gender, age and marital status. It examines the differences between public and private healthcare sectors regarding service quality, patient satisfaction and loyalty.

Design/methodology/approach

The authors distributed 450 self-administered questionnaires to hospital patients resulting in 204 useful responses (45.3 per cent response rate). Data were analysed based on reliability analysis, exploratory factor analysis, independent samples t-tests, ANOVA and discriminant analysis using SPSS version 23.

Findings

Findings indicate that single patients perceive tangibles, reliability, empathy and loyalty higher compared to married patients. Young patients (⩽20 years) have a higher tangibles, empathy and loyalty scores compared to other age groups. The authors observed that private hospital patients perceive healthcare service quality performance higher compared to patients in public hospitals.

Research limitations/implications

The authors focussed solely on the Bangladesh health sector, so the results might not be applicable to other countries.

Originality/value

The findings provide guidelines for enhancing service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector and other countries.

Details

International Journal of Health Care Quality Assurance, vol. 30 no. 5
Type: Research Article
ISSN: 0952-6862

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Article
Publication date: 9 May 2016

Rashidah Abdul Rahman, Aliyu Dahiru Muhammad, Selim Ahmed and Fouad Amin

The aim of this paper is to propose and verify a structured model for Islamic micro-finance in Bangladesh. The Islamic micro-investment model (IMIM) aims to harness the…

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2417

Abstract

Purpose

The aim of this paper is to propose and verify a structured model for Islamic micro-finance in Bangladesh. The Islamic micro-investment model (IMIM) aims to harness the role of the Waqf/philanthropic sector to empower micro-entrepreneurs.

Design/methodology/approach

The researchers use the survey technique to investigate the micro-entrepreneurs’ intention to adopt the model. A total of 400 questionnaires are distributed with 207 responses being returned (51.75 per cent). In this study, a structural model is tested to examine the relationship of the behavioural intention to adopt Islamic micro-investment with the attitude towards behaviour, subjective norm, normative belief and behavioural belief.

Findings

The findings of the research show that, overall, the model fits the data and can be used to advance Islamic micro-finance in Bangladesh. However, out of the four hypotheses tested, only two are accepted vis-à-vis the influence of behavioural belief and normative belief on attitude and subjective norm, respectively.

Research limitations/implications

The research suggests the need for an awareness programme on Islamic micro-finance and the role of Waqf in the economic empowerment of the populace.

Practical implications

The IMIM aims to harness the role of the Waqf/philanthropic sector to empower micro-entrepreneurs.

Social implications

The model of Islamic micro-finance may empower poor micro-entrepreneurs and harnesses the potential of Waqf for socio-economic development, thereby, among others, reducing the cost of capital.

Originality/value

Only a few studies have been conducted on micro-finance from an Islamic perspective in Bangladesh. The IMIM, which has been developed by Muhammad (2012) and tested in Nigeria, is the first to be validated through an empirical study in Bangladesh. Thus, testing the viability of IMIM in the Bangladesh context will certainly add value for the clients, institutions and policymakers in Islamic micro-finance.

Details

Humanomics, vol. 32 no. 2
Type: Research Article
ISSN: 0828-8666

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Article
Publication date: 7 September 2015

Nivin M Ahmed, Walaa M. Abd El-Gawad, Elham A. Youssef and Eglal R. Souaya

The purpose of this paper is to present the preparation of core-shell ferrites/kaolin pigments and comparing their efficiency in protecting metal substrates to original…

Abstract

Purpose

The purpose of this paper is to present the preparation of core-shell ferrites/kaolin pigments and comparing their efficiency in protecting metal substrates to original ferrites which were also prepared. Core-shell structured particles are recently gaining lots of importance due to their exciting applications in different fields; these particles are constructed from cores and shells of different chemical compositions which show ultimately distinctive properties of varied materials different from their counterparts. The new core-shell pigment is based on shell of different ferrites that comprises only 10-20 per cent of the whole pigment on kaolin (cores) which is a cheap and abundant ore that comprises 80-90 per cent of the prepared pigment. The new pigments do not only comprise two different components, but they also contain pigment and extender in the same compound; their loadings in the paint formulations ranges from 50 and 75 per cent of the whole pigment. The work showed that these eco-friendly and cheap core-shell pigments are comparable in their efficiency to that of ferrites in protecting steel substrates.

Design/methodology/approach

The different ferrites and ferrites/kaolin pigments were characterized using different analytical and spectrophotometric techniques, such as X-ray fluorescence, X-ray diffraction (XRD), scanning electron microscopy/energy-dispersive X-ray (SEM/EDAX) and transmission electron microscopy (TEM). Evaluation of these pigments was done using international standard testing methods (ASTM). After evaluation, the pigments were incorporated in solvent-based paint formulations based on medium oil-modified soya-bean dehydrated castor oil alkyd resin. The physico-mechanical properties of dry films and their corrosion properties using accelerated laboratory test in 3.5 per cent NaCl for 28 days were determined.

Findings

The results of this work revealed that ferrite/kaolin core-shell pigments were close in their performance to that of the ferrite pigments in protection of steel, and at the same time, they verified good physico-mechanical properties.

Practical implications

Treated kaolin can be applied in many industries beside pigment manufacture and paint formulations; it can be applied as reinforcing filler in rubber, plastics and ceramic composites. Also, it is applied in paper filling, paper coatings and electrical insulation.

Originality/value

Ferrite and ferrite/kaolin are environmentally friendly and can replace other hazardous pigments (e.g. chromates) with almost the same quality in their performance; also, they can be used in industries other than paints, for example paper, rubber and plastics composites.

Details

Pigment & Resin Technology, vol. 44 no. 5
Type: Research Article
ISSN: 0369-9420

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