Total Quality Management in Service Organization

Page 67 – 79 | Faris Alshubiri, Mofizul Awel

Abstract

Service organization has lagged behind the industrial organization and manufactures to improve their quality service with implementing quality management system such as TQM. Methods, rules and regulation for TQM implementation in service organization is totally different form industrial organization. The success of quality management practice like TQM in manufacturing and industrial organization for improving their performance encourages service organization mangers to use TQM in their respective organization. In this study we want to find and determine the most critical factors for TQM implementation among service organization. Based on comprehensive analysis and previous research about critical successful factors for TQM implementation in different organization, this study proposes the five critical factors for TQM implementation among service organization.

Keywords: Management Factors, Security-Financial Factors, Total Quality Management

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The Influence of Perceived Risk On Online Purchasing Behaviour: An Empirical Analysis Among Generation Y in Malaysia

Page 46 – 66 | Li Keng Boon, Firdaus Azmin

Abstract

Perceived risk from Generation Y has been considered as a fundamental concern during the process of performing online purchasing behaviour. Perceived risk is marked by Generation Y with the potential danger of information and financial loss in the experience of purchasing online, where the result of online customer satisfaction may not meet their expectations. The main purpose of this research paper is to examine and test the influences of perceived risks, which include six dimensions of financial risk, product risk, time risk, delivery risk and information security risk, on Generation Y’s online purchasing behaviour. To achieve the experiments and results of the hypotheses of this paper, the researcher collecting the data with the method of questionnaire distribution in among public universities in Malaysia, where 423 students who have a better knowledge of online purchasing environment, as the sample size, participated in this research activity. Data analysis was conducted by utilizing SPSS 22 and SmartPLS 2.0. This study might provide online business retailers and online markets with the report that explains and describes the status and condition of the consumers’ perceived risks related to purchasing online, in order to generate the accordingly marketing strategies coping with their target consumers in the specific region.

Keywords: E-commerce, Online Purchasing Behaviour, Generation Y, Perceived Risk

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Implication of Knowledge Management in Sustaining Organizational Competitive Advantage

Page 32 – 45 | Anthony Ugoani, Raj Kumar Bhatta, Johan Henrik

Abstract
Small and Medium Enterprises (SMEs) has a critical character in supporting the nation’s economy. Nevertheless, SMEs have not developed their full potential. Therefore, it is essential for the entrepreneurs to search for and shift towards better strategies to become more successful. In the present turbulent environments, knowledge has been viewed as a major strategic competitive resource. Given the importance of knowledge, entrepreneurs are encouraged to develop their capabilities to manage knowledge which will move them to become more competitive and innovative. Extensive research is available in the knowledge management literature investigating the process of knowledge management as a composite construct; nonetheless little research has been done to examine the independent effects of the individual dimensions of knowledge management capability. In particular, little empirical evidence has been found to determine the execution of knowledge management practices in the context of emerging country and small business. The purpose of this study is to bridge the perceived gap by examining the relationship between knowledge management capabilities and the sustainable competitive advantage of organizations. Knowledge management process capabilities were conceptualized as four-dimensional constructs namely knowledge acquisition, knowledge conversion, knowledge application, and knowledge protection. This paper anticipates that the four knowledge management process capabilities are important antecedents of sustainable competitive advantage, which has, in turn, a positive relationship with the organizational sustainable competitive advantage of SMEs. The findings of this study will provide insights to entrepreneurs and help them to identify and develop effective strategies towards enhancing their sustainable competitive advantage.

Keywords: Knowledge Management, Sustainable Competitive Advantage, Small and Medium Enterprises

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A Study of Behavioral Intention To Use Mobile Banking In Malaysia

Page 15 – 31 | Aliza Kasim, Syahidah Ali, Rosli Mahathir

Abstract
The mobile banking in Malaysia is still in its infancy stage and the reason to explain the acceptance, as well as understand the intentions of using mobile banking services remains unclear. The motivation of this study is to decide the elements that influence the behavioural intention to use mobile banking from consumer point of view. The existing research is designed to fit in the facilitating condition with the Technology Acceptance Model (TAM) to present a more comprehensive model of mobile banking acceptance in Malaysia. As such, the collected data are tested with a sample of 359 respondents and analysed quantitatively. The data based on Structural Equation Modelling (SEM) statistical analysis technique was analysed by Partial Least Squares (PLS) method. The results of this study provide support for the research model. Besides, this study also examines the relationship between model variables. The research model presented in this paper is unique because it combines the TAM variables with facilitating conditions of Malaysia. Overall, the result signifies that the model supports a good understanding of the factors that influence the intention to use mobile banking. As expected, the main belief provides more decomposition of the specific factors that influence behaviour. Finally, there are presentation of limitations of the research and recommendations for future research.

Keywords: Mobile Banking, Facilitating Conditions, Behavioural Intention, Technology Acceptance Model

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