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All Journal Gadjah Mada International Journal of Business The South East Asian Journal of Management
Muhamad Azrin Nazri
University Tun Abdul Razak Malaysia
Economics, Econometrics & Finance

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Program Perceived Value and Program Satisfaction Influences on Store Loyalty: Insights from Retail Loyalty Progam Omar, Nor Asiah; Musa, Rosidah; Nazri, Muhamad Azrin
Gadjah Mada International Journal of Business Vol 9, No 3 (2007): September - December
Publisher : Master of Management, Faculty of Economics and Business, Universitas Gadjah Mada

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Abstract

Investigations to determine whether program perceived value could influence program satisfaction, program card loyalty and store loyalty are critical to elucidate the roles and significance of the constructs and advancing management practice. Accordingly, in line with this research direction, this study aims to assess the effects of program perceived value offered by few leading retail superstores and departmental stores in Malaysia on its members’ loyalty towards the store. The data set utilized in this study has been obtained via quota sampling technique, where a sample of 153 retail loyalty programs’ members was analyzed. An integrative conceptual model was developed and tested using Structural Equation Modeling using AMOS program. The results exemplify that program perceived value is a strong driver of program satisfaction and program card loyalty. Unexpectedly, program perceived value is not a significant predictor of store loyalty but, it has an indirect effect on store loyalty mediated by program satisfaction. Continuous plea in marketing management is to make marketing instruments more efficient. In recent years introduction of customer relationship marketing instruments is strongly advocated, both in marketing theory and practice. Several researchers (e.g., Berry 1983; Berry and Parasuraman 1991; and Gronroos, 1994) have changed the focus of a marketing orientation from attracting short-term, discrete transactional customers to retaining long-lasting, intimate customer relationships. In fact Roberts, Varki, Brodie (2003), further suggested that it is best to describe relationship marketing as the formation of “bonds” between the company and the customer. Achieving an effective relationship in a consumer context is considered to be even more challenging than it is in a business-to-business context, given the generally more polygamous character of consumers as opposed to business customers (Keng and Ehrenberger 1984; Pressey and Matthews 1998).
Perceived Severity of Halal Violation: CSR and Consumer Boycott Omar, Nor Asiah; Nazri, Muhamad Azrin; Zainol, Zuraidah; Ali, Mohd Helmi; Alam, Syed Shah
The South East Asian Journal of Management Vol. 13, No. 2
Publisher : UI Scholars Hub

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Research Aims: The halal industry has become one of the fastest growing business in the global market. Halal certification provides assurance to all Muslim consumers because it fulfills the Shariah law and follows the concept of halalan-toyyiban. The purpose of this research is to examine the effect of severity of halal violation and CSR on boycott towards the company that involved in halal violation incidents. Design/methodology/approach: In total of 400 questionnaires were distributed amongst customers who were aware and/or had experienced the violation of a halal product. Data were analyzed using structural equation modelling techniques, were partial least squares (PLS) software was used to measure the direct and indirect relationships between the variables. Research Findings: The result of this investigation showed that perceived severity of halal violation is significantly related to consumer boycott. Further results imply that perceived CSR not only contributes negatively to consumer boycott, but also significantly moderates the relationship perceived severity and consumer boycott. Theoretical Contribution/Originality: This study is among the earliest to include CSR from a consumer perspective, particularly in the halal retraction context. Managerial Implication in the South East Asian context: The present study suggests that Halal companies in South East Asian should be proactive in CSR initiatives in order to reduce the negative effect towards company evaluation such as boycott in case if halal violation incidents occur. Research limitation & implications: This study bears several limitations. First, this study employed purposive sampling method and the scope of the study is only limited to the customers who are aware and/or had experienced food halal violation incidents in Klang Valley, Malaysia. Hence, the results may not be able to generalise to other product categories and population.
The Impact of Political Brand Relationship Quality and Brand Engagement on Voters’ Citizenship Behaviour: Evidence from Indonesia Farhan, Akhmad; Omar, Nor Asiah; Jannat, Taslima; Nazri, Muhamad Azrin
The South East Asian Journal of Management Vol. 14, No. 1
Publisher : UI Scholars Hub

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Research Aims: Recently, the usage of branding has become more popular in non-traditional social markets such as politics due to decreasing political participation. This study investigates how political brand relationship quality (satisfaction and trust) influences political brand engagement (PBE) and voters' citizenship behaviour (VCB). Design/Methodology/Approach: The current study collected data from voters who are located in Jakarta and participated in the Indonesian presidential election of 2014. A total of 520 voters participated. Data were collected via quota sampling and drop-off survey and were analysed using structural equation modelling. Research Findings: The empirical findings suggest that satisfaction has the strongest impact on political party brand engagement, while trust has the strongest impact on voters' citizenship behaviour. Further results imply that political brand engagement contributes to voters' citizenship behaviour, as well as significantly mediates the relationship between political brand relationship quality (satisfaction and trust) and voters' citizenship behaviour. Theoretical Contribution/Originality: This study is based on social exchange theory and source credibility theory. The findings of this study have theoretical implications in that the results lend support to the appropriate role of brand relationship quality and brand engagement in creating voters' citizenship behaviour. Managerial Implication in the Southeast Asian Context: The findings of this study add new insights to the political branding literature as well as strategic guidelines for the political parties that are planning to build a relationship with voters. As a way to improve voters' perceptions in Southeast Asia, political parties should adapt conventional marketing theory to a political marketing setting, and implement marketing programmes that keenly engaged with voter's behaviour. Research Limitation and Implications: This study bears several limitations. First, the current study was conducted in the capital city of Indonesia, thus limiting the scope of the research. Second, this study was restricted to a political party. It would be interesting if future studies examine political candidates as a brand.
Co-Authors Farhan, Akhmad Jannat, Taslima Mohd Helmi Ali, Mohd Helmi Nor Asiah Omar Rosidah Musa Syed Shah Alam, Syed Shah Zainol, Zuraidah