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All Journal JDM (Jurnal Dinamika Manajemen) International Journal of Supply Chain Management The South East Asian Journal of Management
Mohd Helmi Ali, Mohd Helmi
Faculty of Economics & Management. Universiti Kebangsaan Malaysia, Malaysia Institute Islam Hadhari, Universiti Kebangsaan Malaysia Faculty of Business Management. Universiti Teknologi Shah Alam, Malaysia
Decision Sciences, Operations Research & Management Engineering Environmental Science Industrial & Manufacturing Engineering Transportation

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EXPLORING SERVICE QUALITY IMPACTS ON CUSTOMER SATISFACTION IN MILITARY MEDICAL CENTRES: MODERATING ROLE OF PERCEIVED VALUE Ismail, Azman; Ali, Mohd Helmi; Rose, Nur Ilyani Ranlan; Abdulla, Anis Anisah; Rosnan, Herwina
Jurnal Dinamika Manajemen Vol 7, No 2 (2016): September 2016 (DOAJ Indexed)
Publisher : Department of Management, Faculty of Economics, Semarang State University, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v7i2.8200

Abstract

Much has been written about service quality impacts on customer satisfaction. However, little research on this perspective has been carried out in military settings. The aim of this study is to examine the relationship between service quality and customer satisfaction, and moderating effects of perceived value in military medical centre. A survey method was employed and data was collected from customers at medical centers under the administration of Malaysian army organization. Analysis was performed using SmartPLS path model analysis. The results show two important findings: first, the interaction between four service quality components (i.e., tangible, reliability, responsiveness and assurance) and customers’ perceived value were significantly correlated with customer satisfaction. Second, the interaction between one service quality component (i.e., tangible) were not significantly correlated with customer satisfaction. In overall, this result confirms that effect of tangible, reliability, responsiveness and assurance on customer satisfaction has been moderated by customers’ perceived value. Conversely, effect empathy on customer satisfaction has not been moderated by customers’ perceived value. Further, this study offers discussion, implications and conclusion.
Exploring Service Quality Impacts on Customer Satisfaction in Military Medical Centres: Moderating Role of Perceived Value Ismail, Azman; Ali, Mohd Helmi; Rose, Nur Ilyani Ranlan; Abdulla, Anis Anisah; Rosnan, Herwina
JDM (Jurnal Dinamika Manajemen) Vol 7, No 2 (2016): September 2016 (DOAJ Indexed)
Publisher : Department of Management, Faculty of Economics, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v7i2.8200

Abstract

Much has been written about service quality impacts on customer satisfaction. However, little research on this perspective has been carried out in military settings. The aim of this study is to examine the relationship between service quality and customer satisfaction, and moderating effects of perceived value in military medical centre. A survey method was employed and data was collected from customers at medical centers under the administration of Malaysian army organization. Analysis was performed using SmartPLS path model analysis. The results show two important findings: first, the interaction between four service quality components (i.e., tangible, reliability, responsiveness and assurance) and customers perceived value were significantly correlated with customer satisfaction. Second, the interaction between one service quality component (i.e., tangible) were not significantly correlated with customer satisfaction. In overall, this result confirms that effect of tangible, reliability, responsiveness and assurance on customer satisfaction has been moderated by customers perceived value. Conversely, effect empathy on customer satisfaction has not been moderated by customers perceived value. Further, this study offers discussion, implications and conclusion.
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

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

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 Role of Firm Size and Customer Orientation on Halal Transportation Adoption Mohd Yunan, Yusrizal Sufardi; Ali, Mohd Helmi; Alam, Syed Shah
International Journal of Supply Chain Management Vol 8, No 2 (2019): International Journal of Supply Chain Management (IJSCM)
Publisher : ExcelingTech

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59160/ijscm.v8i2.3083

Abstract

The purpose of this paper is to propose an innovation adoption framework in the context of halal transportation. This paper provides a discussion on the development of halal transportation adoption framework using Technology-Organization-Environment (TOE) framework insight with literature. Currently, the issues on halal transportation adoption have still not been resolved even though several motivational factors have been identified to gain the attention from potential adopters. This paper further proposes innovation adoption factors for halal transportation. It consists of two internal organizational dimensions, namely: firm size and customer orientation. In addition, this paper also explains the roles that firm size and customer orientation can play on halal transportation adoption. Halal transportation adoption framework is important to halal logistics providers as it gives a significant input to the adoption of their services. Overall, this paper contributes to a newly-developed innovation adoption framework in the context of halal transportation.
Exploring Service Quality Impacts on Customer Satisfaction in Military Medical Centres: Moderating Role of Perceived Value Ismail, Azman; Ali, Mohd Helmi; Rose, Nur Ilyani Ranlan; Abdulla, Anis Anisah; Rosnan, Herwina
JDM (Jurnal Dinamika Manajemen) Vol 7, No 2 (2016): September 2016
Publisher : Department of Management, Faculty of Economics and Business, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v7i2.8200

Abstract

Much has been written about service quality impacts on customer satisfaction. However, little research on this perspective has been carried out in military settings. The aim of this study is to examine the relationship between service quality and customer satisfaction, and moderating effects of perceived value in military medical centre. A survey method was employed and data was collected from customers at medical centers under the administration of Malaysian army organization. Analysis was performed using SmartPLS path model analysis. The results show two important findings: first, the interaction between four service quality components (i.e., tangible, reliability, responsiveness and assurance) and customers perceived value were significantly correlated with customer satisfaction. Second, the interaction between one service quality component (i.e., tangible) were not significantly correlated with customer satisfaction. In overall, this result confirms that effect of tangible, reliability, responsiveness and assurance on customer satisfaction has been moderated by customers perceived value. Conversely, effect empathy on customer satisfaction has not been moderated by customers perceived value. Further, this study offers discussion, implications and conclusion.
Co-Authors Anis Anisah Abdulla, Anis Anisah Azman Ismail Herwina Rosnan, Herwina Mohd Yunan, Yusrizal Sufardi Muhamad Azrin Nazri Nor Asiah Omar Nur Ilyani Ranlan Rose, Nur Ilyani Ranlan Ridzuan, Ahmad Azan Ridzuan, Ahmad Azan Syed Shah Alam, Syed Shah Zainol, Zuraidah