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Cultivating entrepreneurial culture among students in Malaysia
(Cracow University of Economics, 2021-01) Hassan, Zubair; Lashari, Muneeb; Basit, Abdul
Objective: The objective of the article is to examine the factors influencing the cultivation of entrepreneurship culture among private higher education institutions in Malaysia. Research Design & Methods: A sample of 300 students from private higher education institutions in Cyberjaya, Malaysia, was selected using a convenient sampling technique. The data were analysed using structural equation modeling via AMOS, 22.0. Findings: The result of the study indicates that empowerment is the only factor that has a positive and significant effect on cultivating entrepreneurial culture. We found that all other factors have no significant effect on cultivating entrepreneurial culture in the studied context. Implications & Recommendations: This study will enable education institutions to foster the entrepreneurial spirit among their students by focusing on empowering the students to carry out their tasks. This study recommends empowering students in their learning to promote entrepreneurial culture through the curriculum, assessment designs, and industrial engagement. Contribution & Value Added: This study contributes to the existing literature on promoting entrepreneurial culture among students by establishing the key determinants of entrepreneurial culture through risk-taking behaviour, innovation, creativity, and empowerment. One of the unique aspects of this research is that these four factors are studied together and tested based on what academic institutions in Malaysia do to cultivate entrepreneurial culture among the students.
Customer perceived practice of CSR on improving customer satisfaction and loyalty
(2013-04-11) Nareeman, Aishath; Hassan, Zubair
The main purpose of this research is to examine the impact of perceived corporate social responsibility (CSR) practices or initiatives on customer satisfaction and loyalty. A conceptual framework comprises of 4 elements (economic, legal, ethical and philanthropy) developed by Carroll (1991) is used to examine the CSR practices and its impact on customer satisfaction and loyalty. A multivariate likert-scale questionnaire (scale from 1-6) has been developed with one additional dimension (customer satisfaction) and its impact on loyalty. A sample of 152 respondents has been used to collect the data using convenience sampling method. Regression and correlation analysis is conducted using SPSS 20 on both modified and full version of data-set to conform the results of analysis is consistent and accurate. Regression beta coefficient and correlation coefficients were generated to test the hypotheses and to establish the causal effects of economic, ethical, legal, philanthropy on customer satisfaction and loyalty. The results shows that there is a significant and positive impact of CSR dimensions of economic, ethical, and philanthropy on both customer satisfaction and loyalty. The result shows a negative relationship between legal CSR dimensions and customer satisfaction and loyalty. This result is confirmed by correlation analysis as well, which is run on both full version and modified version of data-set generated after exploratory factory analysis. Also this research found that there is significant and strong positive relationship between improved customer satisfaction and loyalty. This study concluded that increasing perceived CSR practices such as economic, ethical and philanthropy CSR will improve both customer satisfaction and loyalty. Therefore manager at corporate sector should take initiatives to increase perceived CSR practices to improve customer satisfaction in order to retain and build loyalty of customer. Further research could be undertaken on different context or by increasing the sample size to test the legal dimension of CSR to confirm previous research finding.
Customer perceived values associated with automobile and brand loyalty
(2015-04-20) Moosa, Muhammad Yousif; Hassan, Zubair
The purpose of this study is identifying the customer perceived value associated with automobile and examining its impact on customer satisfaction and brand loyalty. A sample size of 198 respondents was chosen from various points in Jeddah, Saudi-Arabia using convenient sampling. A multi-factor CPV questionnaire with a Likert-Scale from 1-5 was used to collected the data to determine customer perceived value associated with automobile and its impact on customer satisfaction and brand loyalty. To ensure reliability and validity of the data set, sample size only includes respondents who have been using/driving an automobile for a year. Descriptive statistics shows that the most significant perceived value associated with automobile is functional value followed by emotional value and epistemic value. Social value was the least reason that respondents purchase an automobile. In terms of correlations, this study found that overall customer perceived value associated with automobile is highly correlated with customer satisfaction and brand loyalty. Bivariate multiple regression analysis shows that there is a significant and positive impact of FV and CV on customer satisfaction. We do not find any significant influence of EV, EPV and SV on customer satisfaction. However we found that there is a significant and positive impact of EV, FV and CV on customer brand loyalty. Again we did not find any significant impact of SV and EPV on brand loyalty. The current study contributes to the body of research by investigating the combined impacts of customer perceived value on automobiles using one instrument on cross-sectional setting. This research shows that customer perceived value associated with automobile is crucial in increasing customer satisfaction and brand loyalty. Future research should be undertaken on different context or by increasing the sample size by widening the research context to ensure validity and reliability of the results.
Effects of technology on customer retention : a study on Tesco Malaysia
(2015) Folarin, Tolulope Olaide; Hassan, Zubair
The main purpose of this study is to explore the effects of information technology on business, focusing on how information technology had enabled TESCO Malaysia to improve customers’ satisfaction and customers’ retention. The conceptual framework for this research was deduced from past researches (Lindh, 2005; Daneshvar and Ramesh 2010), it comprises of five independent variables which are, cost reduction, speedy process, communication and relationship, accessibility and convenience and two dependent variables which include, customers satisfaction and retention. The study adopted descriptive and explanatory research designs. Also this study used a case-study survey methods using a survey questionnaires containing 35 items with Likert Scale (Disagree -1 and 5 for Agree). The sample of 253 respondents (customers) from various TESCO retail outlets were recruited using self-selection sampling. The collected data was analysed using descriptive means and regression via SPSS.20. To ensure reliability and validity of the data set, the sample size only includes TESCO Malaysia’s Customers’ who had made use of TESCO Grocery Home Shopping Service. The Bivariate multiple regression result shows that all the IT enabled elements has a significant and positive impact on customers’ satisfaction except accessibility, which we found no significant influence on customer satisfaction. Also this research found a positive and significant influence of IT enabled elements on customer retention except cost and accessibility. Also this research shows that improved customer satisfaction has a significant and positive impact on customer retention. This study concluded that adoption of advanced information technology will maintain TESCO Malaysia’s competitive edge through customer satisfaction and retention. Therefore managers working in retail sector should take initiatives to promote the use of IT in order to enhance customers’ satisfaction and retention. Future research should involve several organizations from different sectors and make use of a larger sample that will improve the generalization of the effects of information technology on business.
Employees ethical behaviour and its effect on customer satisfaction and retention : an empirical study on multinational fast food restaurants in Malaysia
(2015) Basnayake, Rachel; Hassan, Zubair
This study is to determine the effect of employees’ ethical behaviour on customer satisfaction and retention based on Malaysian fast food restaurants. This study employed a cross-sectional approach in undertaking this research. Data were collected from two fast food facilities namely Kentucky Fried Chicken (KFC) and Burger King. This study collected a sample of 216 through nonprobability sampling technique of convenient sampling from the two outlets. Questionnaires were given out to customers who have just exited the said establishments. A questionnaire with a likertscale rating 1-5 was used. To ensure reliability and validity, the questionnaires were first was checked by Cronbach’s alpha and principal components analysis through a pilot testing. The correlation analysis shows that the ethical behaviour of employees and the customer satisfaction as well as the customer retention are highly correlated. For the multiple linear regression analysis, all the independents numerical variables were entered. There is a positive and significant impact of employees’ ethical behaviour on customer satisfaction and customer retention as well as customers’ attitude towards the employees’ ethical behaviour. This study is important as it sheds light on the impact of employees’ ethical behaviour in the fast food industry in Malaysia and how it affects the customer satisfaction and retention of the outlet or store. Future research should be carried out to evaluate further into this area of study with either more various outlets to study or by using a different measure.
Factors affecting purchase decision of canned tuna brands in Maldives
(2016-04-20) Zaeema, Aminath; Hassan, Zubair
This study aimed to identify factors affecting purchase decision of canned tuna brands in the Maldives. Consumer decision making behaviour theories, models and past literature was reviewed to recognize various factors that affect purchase decision, followed by generating a multi-factor questionnaire with a Likert-Scale from 1-5 which helped conduct a pilot test to select most appropriate variables for this study. Theoretical framework was developed consisting of five major independent variables; social factors, product characteristics, company characteristics, marketing activities and Psychological factors. Data was collected using convenient sampling from a total of 450 customers visiting four of the largest supermarkets in Male’, the capital city of Maldives to ensure the reliability and validity of the research. The collected data was analyzed using statistical software’s AMOS 22. Confirmatory Factor analysis was used to confirm the factors that loads on each component and “Psychological factor” was removed from the original construct to meet the standard loading. Structural Equation Modeling was then performed to examine the path analysis and to test the hypotheses. Results indicated product characteristics to have a positive significant impact on consumer’s purchase decision. However, social factors, company characteristics and marketing activities were found to have no significance on purchase decision. Furthermore, demographic characters were analyzed for its significance; females, housewives and entrepreneurs were determined to specifically have a stronger purchase intention. Therefore, product characteristics of canned tuna such as taste, packaging and nutrition are most important factors that have a strong influence on consumers purchase decision of canned tuna brands in Maldives. This study included only consumers in Male’, hence further studies may include other regions of the country, especially the populated atolls. Future researches may also aim on deeper perspective of product characteristics such as impact of various canned tuna flavors; tuna in sunflower oil, tuna in olive oil or brine. As well discovering impact of various labelling or brand characters that influence consumers purchase decision would be resourceful to canned tuna producers and marketers.
Factors influencing brand equity : testing Aaker’s brand equity framework in Malaysian toy industry
(Consulting Publishing Company Business Perspectives, 2024-01-04) Hoo, Wong Chee; Xin, Chai Yi; Moosa, Visal
Previous studies have demonstrated varying associations between fundamental components of brand equity within diverse sectors. The purpose of the current study is to examine the influence of Aaker’s brand equity model’s dimensions (brand awareness, brand loyalty, perceived quality, and brand association) on brand equity in the context of toy brands in Malaysia. The study employs a quantitative-based correlation design within a non-controlled setting, using a cross-sectional approach with individuals as the unit of analysis. The population consists of respondents from the general public aged 18 and above, as they are valid buyers of toys. Data collection was conducted using a non-probability sampling method. The questionnaire was sent to the targeted respondents using online Google Form links. A comprehensive dataset from 384 respondents was gathered for descriptive analysis of the demographic profile. Hypothesis testing was performed using regression analysis. The findings indicate that, except for brand associations, the remaining three factors – perceived quality (Beta = .377, p < .001), brand loyalty (Beta = .338, p < .001), and brand awareness (Beta = .221, p < .01) – exhibit a statistically significant positive correlation with the brand equity of children’s toy brands in Malaysia.
Factors influencing the passenger satisfaction at public transport in Kuala Lumpur, Malaysia
(2023-06-28) Hoo, Wong; Waheeda, Aishath; Reesha, Aishath
The aim of this study is to identify and analyse the factors influencing passenger satisfaction on public transport in Kuala Lumpur, Malaysia. Despite efforts to improve the quality and accessibility of public transportation systems in the city, passenger satisfaction levels remain a concern. Understanding the key factors that contribute to passenger satisfaction is crucial for policymakers and transportation authorities to enhance the overall quality of public transport services. Therefore, this study seeks to investigate the various factors that significantly influence passenger satisfaction in Kuala Lumpur's public transport system. By addressing such factors as service quality, timeliness, value for money, and environmental attitude and their impact on the level of satisfaction, the study intends to provide valuable insights and recommendations to improve the passenger experience and promote the usage of public transportation. This will ultimately contribute to sustainable urban mobility and enhanced transportation infrastructure in the city. The research draws support from a developed service quality model. Data was collected from the Greater Kuala Lumpur area using non-probability sampling methods, utilising a Google Form questionnaire for respondents to complete independently. The respondents themselves administered the questionnaire, with 400 samples collected. Through linear regressions conducted within the SPSS programme, the hypotheses were evaluated a nd tested. The findings indicate a strong correlation between passenger satisfaction and key factors such as service quality, timeliness, value for money, and environmental attitude. By investigating these factors, the research seeks to provide insights and recommendations for improving the public transportation system in Kuala Lumpur to enhance passenger satisfaction and meet the evolving needs of the population.
Factors leading to consumer perceived value of smartphones and its impact on purchase intention
(2017-02-28) Haba, Herman; Hassan, Zubair; Dastane, Omkar
Purpose-The aim of this research is to find the impact of consumer perceived value (CPV) on smartphone purchase intention among Malaysian working professionals. The research intends to find whether or not social value, perceived usefulness, perceived ease of use, economic value and brand image have a direct or indirect effect on smartphone purchase intention. Design/methodology/approach-Data is collected through an administered online survey with convenience sampling. A total of 302 samples were collected in Kuala Lumpur area. Demographic profile classification, reliability test, sample adequacy, confirmatory factor analysis (CFA) and structural equation modeling (SEM) path analysis is conducted to analyse the data using IBM Amos statistic 22. Findings-The findings show that social value and perceived ease of use do not have a direct or indirect effect on smartphone purchase intention among Malaysian working professionals. However, perceived usefulness, economic value and brand image have an indirect effect on smartphone purchase intention. Practical implications–The research is useful for managers and marketers, to understand the consumer perceived value (CPV) of latest generation smartphone among Malaysian working professionals. These type of consumers in the smartphone industry are important and vital for smartphone companies due to their high income and purchase decision making power. Originality/value – The study proposes and validates a new model by combining Technology Acceptance Model (TAM) and selected CPV variables which may impact Smartphone purchase intention among working professionals.
Impact of CSR practices on customer satisfaction and retention : an empirical study on foreign MNCs in Malaysia
(2013-09-17) Hassan, Zubair; Nareeman, Aishath; Pauline, Namuwonge
The main purpose of this research is to examine the impact of customer perception of corporate social responsibility (CSR) practices or initiatives undertaken by foreign multinational retailers in Malaysia on customer satisfaction and retention. A conceptual framework comprises of 4 elements (economic, legal, ethical and philanthropy) developed by Carroll (1991) is used to examine the CSR practices and its impact on customer satisfaction and retention. A multivariate likert-scale questionnaire (scale from 1-5) has been developed with two additional dimensions (customer satisfaction and retention). A sample of 101 respondents has been used to collect the data using convenience sampling method. Regression and correlation analysis is conducted using SPSS 21 on full version of data-set to generate the results of analysis. Regression beta coefficient and correlation coefficients were generated to test the hypotheses and to establish the causal effects of economic, ethical, legal, philanthropy on customer satisfaction and retention. Also this study examines the impact of customer satisfaction on customer intention to retain with the business.
Impact of social, epistemic and conditional values on customer satisfaction and loyalty in automobile industry : a structural equation modelling
(2017) Hassan, Zubair; Basit, Abdul
The purpose of this study is to examine the impact of social media usage (information search, marketing & branding and customer relations) on organizational image mediated by customer trust. A sample size of 243 respondents were selected using convenient sampling technique among those who are actively purchasing online platforms in Malaysia. The questionnaire with a 5 point Likert-Scale was used to collect the data. The data was analysed using structural equation modelling via AMOSE software. The result shows that social media usage has no significant impact on organizational image. Also social media usage has no significant impact on customer trust except information search of social media usage. However this study found that level of trust has a positive and significant impact on organizational image suggesting that when level of trust increases, the perceived organizational image also enhanced among the customers. Therefore managers and decision makers must ensure customer‟s level of trust is build and developed and maintained to improve organizational image. This research could improve further with the use of qualitative research approach by conducting interview or an observation, or can conduct an experimental research design where groups of respondents may be put under observation with different context. This could be more accurate than just expressing or rating a scale questionnaire. This will also enable researchers to avoid any baseness in completing a survey questionnaire. Also this research will enhance its result if focus on one particular industry where by identifying social media users regularly to respond the items included in the questionnaire. Also revising the social media usage items could further improve by using technology acceptance model variables.
Impact of social, epistemic and conditional values on customer satisfaction and loyalty in automobile industry : a structural equation modelling
(Faculty of Management, University of Warsaw, 2017) Hassan, Zubair
The purpose of this study is to identify the social, epistemic and conditional values associated with automobiles and to examine their impact on customer satisfaction and brand loyalty. A sample size of 198 respondents was chosen from various locations near Jeddah in Saudi Arabia using convenient sampling techniques. A multi-factor customer perceived value questionnaire with a Likert scale from 1 to 5 was used to collect the data to determine the social, epistemic and conditional perceived values associated with automobiles and their impact on customer satisfaction and brand loyalty. AMOS was used to generate the result and to analyse the collected data. 5 items were reduced from the original construct to meet the standard loading during the confi rmatory factor analysis. Then structural modelling was conducted on a full model and satisfaction as a mediator model. The fi ndings were that epistemic value and conditional value have a positive and signifi cant impact on satisfaction. Also epistemic value and satisfaction have a positive and signifi cant impact on loyalty. However, social value has a negative impact on satisfaction and loyalty in the full model and the mediator model as well. Therefore, epistemic value and conditional value are important dimensions or values associated with automobile brands in Saudi Arabia and they affect customer satisfactions and loyalty.
Online shopping for clothes : a study of factors contributing to the purchase intention in Shaviyani Atoll Maldives
(2024) Imran, Mohamed; Hassan, Zubair; Shareef, Aminath Sajjadha Abdulla
The purpose of this study is to examine the elements that influence the purchase intentions in online shopping for clothes in Shaviyan atoll Maldives. This study discusses some of the most common factors found in the literature including brand awareness, purchase intention, attitude, price of the product and convenience. The sample included randomly selected 100 residents from Shaviyan atoll Maldives. A likert-scaled questionnaire with 31 questions has been deployed as the research instrument. As a descriptive causal study, the responses have been analysed via regression analysis by using SPSS. The findings indicated that customers’ attitude as the only significant factor to predict the shopping behaviour. The study may provide valuable information for entrepreneurs in strategising marketing activities and deploying resources towards a more result-oriented business approach.
Relationship of consumer behaviour in social media influences between perceived quality and brand awareness respectively towards brand image
(2024-02-26) Hoo, Wong Chee; Hau, Chong Shin; Moosa, Visal; Raman, Arasu; Khan, Muhammad Kamran
This study aims to investigate how consumer behaviour in Malaysia is influenced by the characteristics of social media influencers who shape consumers' perceptions of drone quality and brand awareness. The research framework on brand recognition, brand loyalty and brand image were adopted from the previous literature. The Malaysian Gen-Z population with disposable income and who use social media are the target of this study. They were users of social media such as Facebook, Instagram, WhatsApp and email. Convenience sampling was used to deliver online surveys. A total of 230 samples were successfully collected. The findings indicate that brand awareness and perceived quality are positively and significantly impacted by social media influencers while brand image is positively and significantly impacted by perceived quality but not brand awareness. Perceived quality acts as a mediator between social media influencers and brand image. An analysis of prior research frameworks and studies was conducted to assess the relationship between drone brand image and influencers. Drone research has not been thoroughly investigated. Therefore, this will address some knowledge gaps. A thorough comprehension of the principles of perceived quality and brand awareness is necessary in order to better comprehend the role that social media influencers can play in marketing consumer drone brands.
Role of sales representative’s cultural intelligence in enhancing customer satisfaction among the tenants and property buyers in Malaysia
(IJBMM, 2020-07-24) Hassan, Zubair; Basit, Abdul; Sethumadavan, Sharmila
The purpose of this research is to examine the impact of real estate sales representative’s cultural intelligence on customer satisfaction in Malaysia. A sample size of 535 respondents as customers who have experienced interacting real estate sales representatives was used to collect the relevant data through the convenience sampling method and analyzed using SPSS 21 and AMOS 22 software. The results show that meta-cognitive and cognitive cultural intelligence has no significant impact on customer satisfaction, meanwhile motivational and behavioral cultural intelligence has a significant and positive impact on customer satisfaction. Therefore it was concluded that enhancing the cultural intelligence of sales representatives will increase customer satisfaction among the property buyers and tenants. This study will be useful for the real estate industry and human resource managers to emphasize on selecting employees as sales representatives with high cultural intelligence and connection with the property buyers. Industry players will be able to use this study to design and plan on which aspects of cultural intelligence should be incorporated into their training strategies and policies. Relevant authorities will be able to use this study to formulate relevant human resource development strategies and policies in the real estate and property development sector. Also, education institution will be able to incorporate cultural intelligence-related aspects in their curriculum and teaching to develop and enhance cultural intelligence among the candidates who wish to join real estate and property sector.

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