Social Behavior and Personality: an international journal, 2016
We investigated the mediating role of product status signaling in the relationship between materi... more We investigated the mediating role of product status signaling in the relationship between materialism and product satisfaction of Saudi and Malaysian adults. We performed structural equation modeling to analyze data from 894 Generations X and Y participants in Malaysia and Saudi Arabia, who responded to a self-administered survey. Contrary to previous research findings both from Malaysia, and from North American and other Western-culture samples, there were positive significant direct effects of materialism on product satisfaction for consumers in both countries. The results of the mediating effect (materialistic values → product status signaling → product satisfaction) indicated that, for Saudis, the effect was positive and moderate in strength, whereas for Malaysians, the effect was positive and strong. The overall results showed that product status signaling acted as a partial mediator in the relationship between materialistic values and product satisfaction. On the basis of the...
Transcultural Marketing for Incremental and Radical Innovation
This chapter examines various radical and incremental changes and innovations (physical, economic... more This chapter examines various radical and incremental changes and innovations (physical, economic, educational, societal, and cultural) introduced by the government of Saudi Arabia in view of the slogan “modernization without westernization.” The slogan highlights the government efforts to encourage incremental change to integrate development or modernization with the traditional values. However, the authors aim to confirm whether this is an incremental change accepted by the public or a radical change where the tradition is being replaced by westernization, that is, whether it is modernization with or without westernization. The approach taken in this study is to examine the literature in order to find some evidence that supports or refutes the slogan. The authors also conducted a questionnaire survey involving 237 respondents in order to determine their perceptions toward this slogan. The results provide strong support for both modernization and westernization since these two prac...
his paper investigated the antecedents of the attitude that influences the purchase frequency of ... more his paper investigated the antecedents of the attitude that influences the purchase frequency of functional foods among consumers in Malaysia, in which health status, as a moderator, was tested. In addition, selected demographic characteristics were examined to determine if significant differences exist in terms of their attitude and purchase frequency. Using convenience sampling method, a self-administered questionnaire survey was conducted on 330 respondents working and living in the affluent Kuala Lumpur and Petaling Jaya areas. Data analysis methods included descriptive statistical analysis, Spearman Rho, GLM and SEM. The research results indicated that consumers were significantly different in their knowledge, attitude and purchase frequency by gender, and educational level while marital status produced mixed results. Age had a positive relationship with the consumption of functional foods. Knowledge about food and health, and knowledge on product efficacy had a significant pos...
This study examines the use information technology/computerised informa-tion systems (IT/lS) in p... more This study examines the use information technology/computerised informa-tion systems (IT/lS) in providing information for management decision-making among Malaysian firms that would contribute towards making the firms more agile. The findings show that IT/IS has become critical to the success of organisations. For example, Malaysian firms were particularly effective at using IT/IS for mastering change, leveraging resources, and cooperating to compete but they were not yet fully able to use IT/IS effec-tively to enrich their customers, particularly to provide information about competitors, to reach their target customers, to fulfill customer needs and wants, and to enable information to be accessible to all employees. There-fore, Malaysian managers need to be more aware of these shortfalls and work toward remedying them to increase their firms' agility. Introduction In today's borderless world, the rapid growth of information techno-logy/computerised information systems (IT/I...
This paper examines management of change in SMEs in Malaysia during the time when the country was... more This paper examines management of change in SMEs in Malaysia during the time when the country was experiencing the Asian financial crisis. The types of changes investigated include change in objectives, change in work force, change in work practices, and change in strategies. The results clearly indicate that the SMEs carried out many organizational changes in response to the financial crisis. These findings indicate the responsiveness of the SMEs, particularly the small ones, to contemporary environmental pressures during turbulent times. Generally, the SMEs responded well to internal and external environmental forces in ways that would contribute towards their ability to remain agile and to survive competition and economic turbulence.
... Search result page. Title: E-banking service quality: gaps in the Qatari banking industry. Au... more ... Search result page. Title: E-banking service quality: gaps in the Qatari banking industry. Author: Norizan M. Kassim. Abstract: Financial liberalization and technology revolution have allowed the developments of new and more ...
Purpose – The paper aims to investigate both Western and Eastern corporate branding thoughts
and ... more Purpose – The paper aims to investigate both Western and Eastern corporate branding thoughts and examine the interrelation among four corporate branding dimensions (i.e. corporate name, image, reputation and loyalty) and their joint impact on consumers’ product evaluation. Design/methodology/approach – Building on extensive literature, a model of consumers’ product evaluation that includes the major determinants of corporate branding is proposed. Based on a sample of 218 Japanese and American consumers, structural equation modeling and general linear model analyses are used to test hypotheses. Findings – The research reveals that Japanese and American consumers have different perceptions with respect to the effect of corporate image and corporate loyalty. The corporate name was found to have a significant impact on corporate image and corporate reputation was found to have a significant affect on corporate loyalty. The corporate reputation is also found to be a mediator of the corporate image’s effect on consumers’ product evaluation. Practical implications – The paper suggests that marketers should carefully consider the corporate name when designing their branding strategies. Marketers are also called on to adapt their corporate branding approaches to fit each marketing environment and enhance corporate loyalty to reduce the switching behavior of consumers. Originality/value – The paper clarifies the interrelation among the four corporate branding dimensions and shows that consumers of different cultures do not perceive in the same way the impact of corporate branding determinants. Keywords Corporate branding, Brand names, Brand image, Customer loyalty Paper type Research paper
This study investigated the discrepancy between students' expectations and their perceptions towa... more This study investigated the discrepancy between students' expectations and their perceptions towards the quality of services in the college of business of a public university in one of the Gulf Cooperation Council countries. Using the SERVQUAL instrument, this study collected data from 141 students. To test the dimensionality of the instrument, all 22 items were analyzed using oblique rotation and varimax rotation. The results indicate that according to students, the faculty and the college are not currently delivering quality service. However, this study is limited to the result from only one small public college. Future study that can assess continuous performance using a larger sample should be conducted.
This study examined differences in customer expectations, perceptions of performance and satisfac... more This study examined differences in customer expectations, perceptions of performance and satisfaction and retention of telecommunications service quality in the multi-ethnic environment of Malaysia. Analysis of multivariate covariance was used to determine the effect of a number of demographic variables (gender, ethnic, age, marital, education and income). Overall, the findings suggested that some demographic variables have significant effects on some dimensions involved in expectations, perceptions of performance and satisfaction, and retention with income having the most effects and gender, ethnic, and marital status having the least effects. Those dimensions include service coverage, billing integrity, quality of line, customer service and customer service outlet.
The research focus was a non-academic service quality assessment within higher education. In part... more The research focus was a non-academic service quality assessment within higher education. In particular, non-academic service quality perceptions of faculty and students were evaluated using a service profit chain. This enabled a comparison which helped understanding of non-academic service quality orientation from a key users' perspective. Data were collected using a self-completion questionnaire that was posted on Survey Monkey. A four point Likert scale without a mid-point was used to record respondent perceptions. In total 296 usable questionnaires (192 from students and 104 from faculty) were collected, representing a response rate of 17 percent. Key results indicated that on the whole service users (both faculty and students) were satisfied with non-academic services and this had a positive impact on their loyalty. However, in the case of students, there was a disconnect between loyalty and its ‘productive’ propagation to the external environment.
In telecommunica tions industries in developed countries and in developing countries like Malaysi... more In telecommunica tions industries in developed countries and in developing countries like Malaysia, a diverse set of customer needs and markets has evolved resulting in customers switching services. Thus regulatory and telecommunications managers recognise the importance of customer satisfaction and retention but are not sure how to incorporate these variables into their decisions, how to model them and how to link them. Thus the research problem investigated in this research is : How are customer satisfaction and retention constructed and related? Survey data from 305 consumers in Malaysia was analysed with structural equation modelling. The analysis first identified how five dimensions of satisfaction were measured. It then found how satisfaction was constructed from performance without disconfirmation of expectations, and then measured retention. A linkage between confirmation and retention was also identified.
Social Behavior and Personality: an international journal, 2016
We investigated the mediating role of product status signaling in the relationship between materi... more We investigated the mediating role of product status signaling in the relationship between materialism and product satisfaction of Saudi and Malaysian adults. We performed structural equation modeling to analyze data from 894 Generations X and Y participants in Malaysia and Saudi Arabia, who responded to a self-administered survey. Contrary to previous research findings both from Malaysia, and from North American and other Western-culture samples, there were positive significant direct effects of materialism on product satisfaction for consumers in both countries. The results of the mediating effect (materialistic values → product status signaling → product satisfaction) indicated that, for Saudis, the effect was positive and moderate in strength, whereas for Malaysians, the effect was positive and strong. The overall results showed that product status signaling acted as a partial mediator in the relationship between materialistic values and product satisfaction. On the basis of the...
Transcultural Marketing for Incremental and Radical Innovation
This chapter examines various radical and incremental changes and innovations (physical, economic... more This chapter examines various radical and incremental changes and innovations (physical, economic, educational, societal, and cultural) introduced by the government of Saudi Arabia in view of the slogan “modernization without westernization.” The slogan highlights the government efforts to encourage incremental change to integrate development or modernization with the traditional values. However, the authors aim to confirm whether this is an incremental change accepted by the public or a radical change where the tradition is being replaced by westernization, that is, whether it is modernization with or without westernization. The approach taken in this study is to examine the literature in order to find some evidence that supports or refutes the slogan. The authors also conducted a questionnaire survey involving 237 respondents in order to determine their perceptions toward this slogan. The results provide strong support for both modernization and westernization since these two prac...
his paper investigated the antecedents of the attitude that influences the purchase frequency of ... more his paper investigated the antecedents of the attitude that influences the purchase frequency of functional foods among consumers in Malaysia, in which health status, as a moderator, was tested. In addition, selected demographic characteristics were examined to determine if significant differences exist in terms of their attitude and purchase frequency. Using convenience sampling method, a self-administered questionnaire survey was conducted on 330 respondents working and living in the affluent Kuala Lumpur and Petaling Jaya areas. Data analysis methods included descriptive statistical analysis, Spearman Rho, GLM and SEM. The research results indicated that consumers were significantly different in their knowledge, attitude and purchase frequency by gender, and educational level while marital status produced mixed results. Age had a positive relationship with the consumption of functional foods. Knowledge about food and health, and knowledge on product efficacy had a significant pos...
This study examines the use information technology/computerised informa-tion systems (IT/lS) in p... more This study examines the use information technology/computerised informa-tion systems (IT/lS) in providing information for management decision-making among Malaysian firms that would contribute towards making the firms more agile. The findings show that IT/IS has become critical to the success of organisations. For example, Malaysian firms were particularly effective at using IT/IS for mastering change, leveraging resources, and cooperating to compete but they were not yet fully able to use IT/IS effec-tively to enrich their customers, particularly to provide information about competitors, to reach their target customers, to fulfill customer needs and wants, and to enable information to be accessible to all employees. There-fore, Malaysian managers need to be more aware of these shortfalls and work toward remedying them to increase their firms' agility. Introduction In today's borderless world, the rapid growth of information techno-logy/computerised information systems (IT/I...
This paper examines management of change in SMEs in Malaysia during the time when the country was... more This paper examines management of change in SMEs in Malaysia during the time when the country was experiencing the Asian financial crisis. The types of changes investigated include change in objectives, change in work force, change in work practices, and change in strategies. The results clearly indicate that the SMEs carried out many organizational changes in response to the financial crisis. These findings indicate the responsiveness of the SMEs, particularly the small ones, to contemporary environmental pressures during turbulent times. Generally, the SMEs responded well to internal and external environmental forces in ways that would contribute towards their ability to remain agile and to survive competition and economic turbulence.
... Search result page. Title: E-banking service quality: gaps in the Qatari banking industry. Au... more ... Search result page. Title: E-banking service quality: gaps in the Qatari banking industry. Author: Norizan M. Kassim. Abstract: Financial liberalization and technology revolution have allowed the developments of new and more ...
Purpose – The paper aims to investigate both Western and Eastern corporate branding thoughts
and ... more Purpose – The paper aims to investigate both Western and Eastern corporate branding thoughts and examine the interrelation among four corporate branding dimensions (i.e. corporate name, image, reputation and loyalty) and their joint impact on consumers’ product evaluation. Design/methodology/approach – Building on extensive literature, a model of consumers’ product evaluation that includes the major determinants of corporate branding is proposed. Based on a sample of 218 Japanese and American consumers, structural equation modeling and general linear model analyses are used to test hypotheses. Findings – The research reveals that Japanese and American consumers have different perceptions with respect to the effect of corporate image and corporate loyalty. The corporate name was found to have a significant impact on corporate image and corporate reputation was found to have a significant affect on corporate loyalty. The corporate reputation is also found to be a mediator of the corporate image’s effect on consumers’ product evaluation. Practical implications – The paper suggests that marketers should carefully consider the corporate name when designing their branding strategies. Marketers are also called on to adapt their corporate branding approaches to fit each marketing environment and enhance corporate loyalty to reduce the switching behavior of consumers. Originality/value – The paper clarifies the interrelation among the four corporate branding dimensions and shows that consumers of different cultures do not perceive in the same way the impact of corporate branding determinants. Keywords Corporate branding, Brand names, Brand image, Customer loyalty Paper type Research paper
This study investigated the discrepancy between students' expectations and their perceptions towa... more This study investigated the discrepancy between students' expectations and their perceptions towards the quality of services in the college of business of a public university in one of the Gulf Cooperation Council countries. Using the SERVQUAL instrument, this study collected data from 141 students. To test the dimensionality of the instrument, all 22 items were analyzed using oblique rotation and varimax rotation. The results indicate that according to students, the faculty and the college are not currently delivering quality service. However, this study is limited to the result from only one small public college. Future study that can assess continuous performance using a larger sample should be conducted.
This study examined differences in customer expectations, perceptions of performance and satisfac... more This study examined differences in customer expectations, perceptions of performance and satisfaction and retention of telecommunications service quality in the multi-ethnic environment of Malaysia. Analysis of multivariate covariance was used to determine the effect of a number of demographic variables (gender, ethnic, age, marital, education and income). Overall, the findings suggested that some demographic variables have significant effects on some dimensions involved in expectations, perceptions of performance and satisfaction, and retention with income having the most effects and gender, ethnic, and marital status having the least effects. Those dimensions include service coverage, billing integrity, quality of line, customer service and customer service outlet.
The research focus was a non-academic service quality assessment within higher education. In part... more The research focus was a non-academic service quality assessment within higher education. In particular, non-academic service quality perceptions of faculty and students were evaluated using a service profit chain. This enabled a comparison which helped understanding of non-academic service quality orientation from a key users' perspective. Data were collected using a self-completion questionnaire that was posted on Survey Monkey. A four point Likert scale without a mid-point was used to record respondent perceptions. In total 296 usable questionnaires (192 from students and 104 from faculty) were collected, representing a response rate of 17 percent. Key results indicated that on the whole service users (both faculty and students) were satisfied with non-academic services and this had a positive impact on their loyalty. However, in the case of students, there was a disconnect between loyalty and its ‘productive’ propagation to the external environment.
In telecommunica tions industries in developed countries and in developing countries like Malaysi... more In telecommunica tions industries in developed countries and in developing countries like Malaysia, a diverse set of customer needs and markets has evolved resulting in customers switching services. Thus regulatory and telecommunications managers recognise the importance of customer satisfaction and retention but are not sure how to incorporate these variables into their decisions, how to model them and how to link them. Thus the research problem investigated in this research is : How are customer satisfaction and retention constructed and related? Survey data from 305 consumers in Malaysia was analysed with structural equation modelling. The analysis first identified how five dimensions of satisfaction were measured. It then found how satisfaction was constructed from performance without disconfirmation of expectations, and then measured retention. A linkage between confirmation and retention was also identified.
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Papers by Norizan Kassim
and examine the interrelation among four corporate branding dimensions (i.e. corporate name, image,
reputation and loyalty) and their joint impact on consumers’ product evaluation.
Design/methodology/approach – Building on extensive literature, a model of consumers’ product
evaluation that includes the major determinants of corporate branding is proposed. Based on a sample
of 218 Japanese and American consumers, structural equation modeling and general linear model
analyses are used to test hypotheses.
Findings – The research reveals that Japanese and American consumers have different perceptions
with respect to the effect of corporate image and corporate loyalty. The corporate name was found to
have a significant impact on corporate image and corporate reputation was found to have a significant
affect on corporate loyalty. The corporate reputation is also found to be a mediator of the corporate
image’s effect on consumers’ product evaluation.
Practical implications – The paper suggests that marketers should carefully consider the
corporate name when designing their branding strategies. Marketers are also called on to adapt their
corporate branding approaches to fit each marketing environment and enhance corporate loyalty to
reduce the switching behavior of consumers.
Originality/value – The paper clarifies the interrelation among the four corporate branding
dimensions and shows that consumers of different cultures do not perceive in the same way the impact
of corporate branding determinants.
Keywords Corporate branding, Brand names, Brand image, Customer loyalty
Paper type Research paper
and examine the interrelation among four corporate branding dimensions (i.e. corporate name, image,
reputation and loyalty) and their joint impact on consumers’ product evaluation.
Design/methodology/approach – Building on extensive literature, a model of consumers’ product
evaluation that includes the major determinants of corporate branding is proposed. Based on a sample
of 218 Japanese and American consumers, structural equation modeling and general linear model
analyses are used to test hypotheses.
Findings – The research reveals that Japanese and American consumers have different perceptions
with respect to the effect of corporate image and corporate loyalty. The corporate name was found to
have a significant impact on corporate image and corporate reputation was found to have a significant
affect on corporate loyalty. The corporate reputation is also found to be a mediator of the corporate
image’s effect on consumers’ product evaluation.
Practical implications – The paper suggests that marketers should carefully consider the
corporate name when designing their branding strategies. Marketers are also called on to adapt their
corporate branding approaches to fit each marketing environment and enhance corporate loyalty to
reduce the switching behavior of consumers.
Originality/value – The paper clarifies the interrelation among the four corporate branding
dimensions and shows that consumers of different cultures do not perceive in the same way the impact
of corporate branding determinants.
Keywords Corporate branding, Brand names, Brand image, Customer loyalty
Paper type Research paper