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Sany Sanuri Mohd Mokhtar
Universiti Utara Malaysia
Decision Sciences, Operations Research & Management Engineering Environmental Science Industrial & Manufacturing Engineering Transportation

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Effect of Procedural Justice, Perceived Safety and Forgiveness in Nigeria’s Domestic Airline Service Sany Sanuri Mohd Mokhtar; Haliru Muhammad
International Journal of Supply Chain Management Vol 6, No 2 (2017): International Journal of Supply Chain Management (IJSCM)
Publisher : International Journal of Supply Chain Management

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Abstract

Exertions were made by service firms to address issues of service failure. Particularly, through effective strategy that enhance customer satisfaction and subsequent retention of customer. This study conceptualizes and empirically validates a model exploring the relationship between procedural justice, perceived safety, forgiveness constructs and satisfaction service recovery of domestic airline passengers of Nigeria. Sample of 444 domestic airline passengers by the use of cluster sampling technique were obtained for the study. The data were analyzed by the use of PLS technique. Results obtained recommend that the perceived safety procedural justice, and forgiveness have a significant effect on satisfaction service recovery. Theoretical and practical implications of the study were as well discussed and conclusions drawn.
Does Halal Product Availability and Accessibility Enhanced Halal Awareness and Intention to Purchase Halal Packaged Food Products: Malaysia and Thailand’s Halal Industry perspective Hasnizam Shaari; Norzieiriani Ahmad; Salniza Md. Salleh; Sany Sanuri Mohd Mokhtar; Rushami Zien Yusoff; Anon Khamwon; Nitipon Putatchote
International Journal of Supply Chain Management Vol 9, No 1 (2020): International Journal of Supply Chain Management (IJSCM)
Publisher : International Journal of Supply Chain Management

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Abstract

Halal industry is a huge business.  The business is not Muslim-specific yet some of the non-Muslim consumers become a regular user of halal products due to holistic conception of halal itself-cleanliness and wholesomeness.  Such development shows that halal awareness is evident among Muslim and non-Muslim consumers.  Halal awareness has been cited as the major determinant for intention to purchase halal products but lack is understand what made up halal awareness that lead to halal consumption.  Rooted from ATAR model, this study aims to examine the effect of halal product accessibility and availability on halal awareness of packaged food products in Malaysia and Thailand consumers.  In addition, halal awareness also proposed to influence intention to purchase halal packaged food products.  The study among 760 consumers in Malaysia and Thailand revealed that accessibility enhanced halal awareness for Muslim-dominant country whereby availability plays a crucial role in explaining halal awareness for non-Muslim-dominant country.  Theoretical and managerial implication as well as future direction of the study is discussed at the end of the article.       
The Influence of Service Quality and Brand Reputation on Customer Satisfaction in Zakat Institution Sany Sanuri Mohd Mokhtar; Salniza Md Salleh; Hasnizam Shaari; Siti Noratisah Mohd Nafi
International Journal of Supply Chain Management Vol 9, No 2 (2020): International Journal of Supply Chain Management (IJSCM)
Publisher : International Journal of Supply Chain Management

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Abstract

Zakat services are one of the vital things that being emphasized in Islam, however, there is often a dispute between givers and zakat recipients over the quality of their services in handling the zakat. The problem is more critical when it involved the quality of services provided by the institution that has been appointed by the government in delivering the zakat. Amongst the components that have been stressed by the customers are the service quality and reputations of the zakat Institution. This study aimed to explore the effects of service quality and reputation towards the customers’ satisfaction at one of the Zakat Institutions in one of the state in Malaysia. Respondents for this study were residences who reside in the state and used the Institution services. There were 280 questionnaires have been distributed to the respondents. The study found that reliability, assurance and brand reputation does have significant relationship towards the customers’ satisfaction.
Co-Authors Anon Khamwon Haliru Muhammad Hasnizam Shaari Hasnizam Shaari Nitipon Putatchote Norzieiriani Ahmad Rushami Zien Yusoff Salniza Md Salleh Salniza Md. Salleh Siti Noratisah Mohd Nafi