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International Journal of Management Studies (IJMS) Vol. 22, No. 1 June 2015

The Relationship Marketing as a Determinant of Customer Satisfaction in Islamic Banking Services Management
Nur Syamilah Md Noor
Master in Islamic Finance and Banking
Universiti Utara Malaysia
Hydzulkifli Hashim Omar
Islamic Business School
Universiti Utara Malaysia
Abstract Ɩ Full Text
The purpose of this study is to identify the dimensions that determine whether customer satisfaction in Islamic banking services has been conducted at the Institusi Pengajian Tinggi Awam (IPTA) in Perlis involving two institutions, namely Universiti Malaysia Perlis (UNIMAP) and Universiti Teknologi Mara (UITM) Perlis. The collection of the principal data was accomplished by using a survey paper to answer the study’s research questions. It involved 224 customers using the Islamic banking services. This study was analysed using the Statistical Packages for Social Science (SPSS) by applying descriptive analysis and inferential analysis (Independent T-test, One Way Analysis of Variance (ANOVA) and Correlation Pearson). This study finds that there are some different relationships in terms of position at the university level of education in the demographic characteristics analysis towards customer satisfaction. Most of the dimensions related to customer satisfaction in the Islamic banking services are positively correlated with each other (commitment, product knowledge, competence, service encounter).This study proves that this research is useful to academicians by providing new empirical evidence of relationship marketing with customer satisfaction in the Islamic banking industry. The results of this study can encourage bank managers to learn how to improve commitment, product knowledge, competence and service encounter in Islamic banks’ services to customers.
Keywords: Islamic banking services, customer satisfaction, relationship marketing, service quality, service encounter, commitment, product knowledge and competence.

Employees Brand Citizenship Behaviour: Front-Liner Versus Backstage Employees’ Perspective
Hasnizam Shaari, Salniza Md Salleh & Zolkafli Hussin
School of Business Management
Universiti Utara Malaysia
Abstract Ɩ Full Text
Brand citizenship behaviour is a relatively new construct developed in brand literature specifically in internal branding. The main assumption is that employees’ readiness and willingness to engage in brand-consistent behaviour could contribute to overall brand success. With a limited understanding of what constitutes brand-consistent behaviour, this study attempts to identify possible brand-consistent behaviour among hotel employees and compare both front-liner and backstage employees by extending the concept of organizational citizenship behaviour. Using 286 respondents from three- to five-star hotels, this study suggests a few theoretical and practical implications for the betterment of an organization’s sustainable brand competitive advantage.
Keywords: Brand citizenship behaviour, brand-consistent behaviour, internal branding, brand management.

Predicting Turnover Intention Through Organizational Support and Organizational Commitment: The Case Of A Manufacturing Company
Zubaidah Othman
School of Business Management
Universiti Utara Malaysia
Nur Syafiqah Mohd Shkuri
Department of Business & Accounting
Universiti Tenaga Nasional
Abstract Ɩ Full Text
This paper reports a research that investigated factors that might relate to employees’ turnover intention. The study was a cross-sectional study where respondents’ perception was measured at one point in time. 105 respondents participated in this study. Two factors, namely organizational support and organizational commitment (affective commitment and continuance commitment) were tested to predict turnover intention among employees in the company. Results from the study reveal that only affective commitment is significantly negatively related to turnover intention. The findings were discussed and implications were also put forward.
Keywords: Turnover intention, organizational support, organizational commitment, affective commitment, continuance commitment.

Access to Technical Assistance: A Case Study of Suppliers in the Malaysian Automotive Industry
Kadzrina Abdul Kadir & Hassan Ali
School of Business Management
Universiti Utara Malaysia
On Kit Tam
College of Business
RMIT University, Melbourne, Australia
Abstract Ɩ Full Text
Technology transfer has been an important area in supplier development as suppliers are expected to develop their capabilities with their technical partners. The literature has focused on supplier development programmes implemented by automakers for their suppliers. However, less focus has been on the suppliers who received them, particularly the dependent suppliers: suppliers whose major buyers account for 20% or more of their sales. Thus, the aim of this paper is to examine the experiences of the dependent suppliers with their technical partners, which was part of the supplier development program that was implemented by their major buyers. This study was based on interviews with seven supplier organisations in the Malaysian automotive industry. Findings suggest that both positive and less positive experiences were received by the dependent suppliers, and possible explanations were discussed.
Keywords: Supplier development, technical assistance, technology transfer, automotive industry, qualitative study, multiple-case study.

Real Estate Market Structure: Industrial Organization Perspectives
Muhammad Ridhuan Bos Abdullah
School of Economics, Finance and Banking
Universiti Utara Malaysia
Abstract Ɩ Full Text
Existing studies of housing markets assume that property developers is a homogenous, perfectly competitive industry. It concentrates on advanced economies and the impacts of market conditions, regulatory constraints, production characteristics, institutional structure and land supply. Motivated by these circumstances and fewer literature on concentration studies in Malaysia we try to bridging the gap. This paper utilized 5-digit firm level industry data of the Malaysian Standard Industrial Classification (MSIC, 2008) on the average size of property developer establishments and market concentration to test the appropriateness of this paradigm. Our concentration ratio (CR4) results show Malaysian real estate services are considered as competitive market.
Keywords: Concentration, competition, market power, real estate services.
JEL: L1, L11, L85

Aspek Pengurusan Program Latihan dan Kesannya Terhadap Kepuasan Atlet Sekolah Sukan
Anuar Din
Faculty of Psychology and Education
Universiti Malaysia Sabah
Salleh Abd Rashid
School of Human Development & Technocommunication
Universiti Malaysia Perlis
Mohd Isha Awang
School of Education and Modern Languages
Universiti Utara Malaysia
Abstrak Ɩ Full Text
Kajian ini bertujuan untuk mengenal pasti kesan aspek Pengurusan Program Latihan terhadap kepuasan atlet sekolah sukan. Seramai 206 orang atlet dari dua buah sekolah sukan di Malaysia telah dipilih menggunakan persampelan rawak sebagai responden kajian. Kajian ini ialah satu kajian kuantitatif yang menggunakan kaedah tinjauan untuk menjawab objektif kajian. Satu set soal selidik telah digunakan dalam kajian ini berdasarkan Athlete Satisfaction Questionnaire (ASQ) oleh Reimer dan Chelladurai (1998) sementara bagi Pengurusan Program Latihan Jurulatih (PPLJ) oleh Anuar (2010). Analisis statistic inferens seperti ujian t, Korelasi Pearson dan Regresi Pelbagai digunakan untuk menguji lima hipotesis nol pada aras signifikan p < 0.05. Program yang digunakan untuk menganalisis data ialah program SPSS versi 20. Dapatan kajian menunjukkan terdapat hubungan yang positif dan signifikan (r = 0.548, p < 0.05) antara Pengurusan Program Latihan Jurulatih dengan kepuasan atlet. Selain daripada itu, aspek pengetahuan jurulatih, aspek kemudahan dan fasiliti serta aspek program latihan merupakan pengaruh Pengurusan Program Latihan jurulatih yang utama terhadap kepuasan atlet. Para jurulatih perlu merangka program latihan selaras dengan perkembangan Sains Sukan moden tanpa melupakan aspek fasiliti dan kemudahan. Teknologi moden dalam fasiliti dan kemudahan harus digunakan oleh jurulatih dan atlet dengan mengurangkan pendekatan secara tradisional.
Kata kunci: Atlet, pengurusan program latihan, jurulatih, fasa, kepuasan.

Hubungan Antara Pengurusan Sumber Manusia, Budaya Organisasi dan Prestasi Organisasi: Pemodelan Persamaan Struktur
Tang Swee Mei, Khulida Kirana Yahya & Lim Kong Teong
UUM College of Business
Universiti Utara Malaysia
Abstrak Ɩ Full Text
Kajian ini menyelidik hubungan antara pengurusan sumber manusia (PSM), budaya organisasi dan prestasi organisasi menerusi pemodelan persamaan struktur. Kajian ini berasaskan reka bentuk tinjauan dan bersifat keratan rentas. Sebanyak 137 soal selidik dikutip daripada organisasi pembuatan di Malaysia dan digunakan dalam analisis statistik. Amalan PSM termasuk pengambilan pekerja, penilaian prestasi, latihan dan pembangunan, ganjaran berasaskan prestasi, pengurusan kerjaya, perkongsian maklumat, dan jaminan pekerjaan. Pemboleh ubah budaya organisasi meliputi penglibatan, koordinasi dan integrasi, komunikasi terbuka, kepercayaan, penambahbaikan, dan kerjasama. Sementara pemboleh ubah prestasi organisasi merangkumi kadar pertumbuhan jualan, hasilan operasi dan hasilan sumber manusia. Hampir 57 peratus daripada varians dalam konstruk budaya organisasi dapat diterangkan oleh konstruk PSM. Sementara kedua-dua konstruk PSM dan budaya organisasi dapat menerangkan kira-kira 68 peratus varians dalam konstruk prestasi organisasi. Model persamaan struktur menunjukkan budaya organisasi berperanan sebagai pengantara dalam hubungan antara PSM dengan prestasi organisasi.
Kata kunci: Pengurusan sumber manusia, budaya organisasi, prestasi organisasi, LISREL.

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