... Dr.Firdaus Abdullah, Jasmine Vivienne Andrew & Dr. Voon Boo Ho ... that excel in quality ... more ... Dr.Firdaus Abdullah, Jasmine Vivienne Andrew & Dr. Voon Boo Ho ... that excel in quality service can have a distinct marketing edge since improved levels of service quality are related to higher revenues, increased cross-sell ratios, higher customer retention (Bennett and Higgins ...
UNIVERSITI TEKNOLOGI MARA Digital Repository is powered by EPrints 3 which is developed by the Sc... more UNIVERSITI TEKNOLOGI MARA Digital Repository is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.
Purpose–This paper attempts to explore different approaches of franchisee satisfaction within an ... more Purpose–This paper attempts to explore different approaches of franchisee satisfaction within an academic setting, develop and validate a new measuring instrument, examine the key factors and the intention to remain in the network, and eventually manage the franchise network for long-term continuity. Design/methodology/approach–The survey instrument was drawn from a multi-stage process involving extensive review of literature, focus group interviews, pilot testing and validation by the experts before being administered to a ...
15 th -16 th OCTOBER 2012. HILTON HOTEL, KUCHING, SARAWAK, MALAYSIA ISBN: 978-967-5705-09-0. WEBS... more 15 th -16 th OCTOBER 2012. HILTON HOTEL, KUCHING, SARAWAK, MALAYSIA ISBN: 978-967-5705-09-0. WEBSITE: w w w . g l o b a l r e s e a r c h . c o m . m y ABSTRACT This paper presents the development of a measurement index called HospiSE Index. The proposed index is developed based on an empirical research of employee-perceived culture of service excellence for hospitals in Malaysia. The qualitative and quantitative techniques were employment. Focus Groups were conducted, then a nation-wide mail survey (more than 250 hospitals covered, employee questionnaire with n=1558). The development process included various evaluations on the psychometric properties of the HospiSE multidimensional measure and AMOS software was used. The Exploratory Factor Analysis and structural equation modeling processes found that 21-item HospiSE scale was made up of three dimensions (i.e., Employee, Patient and Competitor orientations). The multi-item measure had a good fit (e.g. GFI = 0.93, CFI = 0.917), reliable and valid. It was also positively related with employee-perceived service quality and satisfaction. Thereafter, it was used to compute the HospiSE Index, an indicator to evaluate the culture of hospital service excellence. The weighted index found in this research was 5.48 (1=Very Poor, 7=Excellent), suggested that the service culture of the hospitals in Malaysia was good.
International Journal of Engineering and Technology, 2012
This paper presents the empirical findings of a nation-wide survey to develop a multi-item scale ... more This paper presents the empirical findings of a nation-wide survey to develop a multi-item scale for service culture and linked it to the various consequences from the employee's and patient's perspective. The qualitative and quantitative techniques were employment. The Focus Groups was conducted, then a nation-wide mail survey (more than 250 hospitals covered, employee questionnaire with n=1558). The scale development analysis process included various evaluations on the psychometric properties of the scale and AMOS software was used. The Exploratory Factor Analysis and structural equation modeling processes found that 21-item HospiSE scale was made up of three dimensions (i.e., Employee, Patient and Competitor orientations). The results of the measurement modelling process indicated that the multi-item measure has an overall good fit (e.g. GFI = 0.93, CFI = 0.917). The measure was found to be reliable and valid. It was also positively related with employee-perceived service quality and satisfaction. Besides, at the organizational level the findings indicated that service culture has a potential positive association with the patient-perceived service quality of the hospitals A new service culture-value chain was engineered for the benefits of hospitals.
ABSTRACT Empirical research Findings worldwide have shown that market orientation has its strateg... more ABSTRACT Empirical research Findings worldwide have shown that market orientation has its strategic importance for organizational excellence and competitiveness. Undoubtedly, developing a market-oriented organization for competitive success, though not easy, is ...
International Journal of Business and Society, 2009
The main objective of the exploratory study reported in this paper was to examine the relationshi... more The main objective of the exploratory study reported in this paper was to examine the relationships among service climate, employee satisfaction, employee loyalty, and organisational performance of service organisations. The service-driven market orientation model of Voon (2006) was adapted to gauge the service climate from the employee's perspective. Structured questionnaires were given to senior employees of three selected service organisations. A total of 120 usable questionnaires were analysed and ...
2010 International Conference on Science and Social Research (CSSR 2010), 2010
Abstract This paper presents the development of a measurement index called WebServ Index. The pro... more Abstract This paper presents the development of a measurement index called WebServ Index. The proposed index is developed based on an empirical research of visitor-perceived website service quality for Malaysian corporate websites. The survey data were collected using structure questionnaire from the respondents, assessing the randomly selected websites of Malaysian public-listed companies. The scale development process which employed the exploratory and confirmatory factor analyses found six dimensions of ...
International Journal of Engineering and Technology, 2012
This paper presents the empirical findings of a nation-wide survey to develop a multi-item scale ... more This paper presents the empirical findings of a nation-wide survey to develop a multi-item scale for service culture and linked it to the various consequences from the employee's and patient's perspective. The qualitative and quantitative techniques were employment. The Focus Groups was conducted, then a nation-wide mail survey (more than 250 hospitals covered, employee questionnaire with n=1558). The scale development analysis process included various evaluations on the psychometric properties of the scale and AMOS software was used. The Exploratory Factor Analysis and structural equation modeling processes found that 21-item HospiSE scale was made up of three dimensions (i.e., Employee, Patient and Competitor orientations). The results of the measurement modelling process indicated that the multi-item measure has an overall good fit (e.g. GFI = 0.93, CFI = 0.917). The measure was found to be reliable and valid. It was also positively related with employee-perceived service quality and satisfaction. Besides, at the organizational level the findings indicated that service culture has a potential positive association with the patient-perceived service quality of the hospitals A new service culture-value chain was engineered for the benefits of hospitals.
A study on the progress of the Diploma in Banking Studies (DIB) graduates of MARA University Of Technology Sarawak Branch / Jennifer Tunga Janang ,Annie Wong Muk Ngiik , Ambi Kun , Hwa Tee Yong , Voon Boo Ho
The restaurant industry is becoming more important in generating income for many nations and henc... more The restaurant industry is becoming more important in generating income for many nations and hence the factors affecting the restaurant service performance need to be well managed. Therefore, this paper aims to explore and validate the importance of servicescape, human service, food quality and price from the customers' perspective. The restaurant customers in Malaysia, South Africa and India participated in the study. Duly completed structured questionnaires were collected. The study reveals that key determinants on satisfaction and loyalty were mainly human service and food quality.
Understanding and Measuring Tourist Satisfaction for Urban Tourism Marketing
This paper presents the findings on a tourist satisfaction measurement based on a survey done in ... more This paper presents the findings on a tourist satisfaction measurement based on a survey done in Kuching City, Sarawak. A tourist satisfaction scale was adapted to measure the perceived-satisfaction of the tourists using 205 personally administered questionnaires. The reliability of the scale and sub-scales were found to be satisfactory. The tourist satisfaction measure made up of eight dimensions, namely: accommodation, local transportation services, hygiene and cleanliness, hospitality, facilities and activities, price, language and communication, and airport services. Based on 7-point Likert scale, the results indicate that the surveyed tourists were generally satisfied with the city, except for local transportation services. Besides, the intentions to re-visit and recommend to others were also found to be very encouraging. Some implications for urban tourism marketing are discussed.
Customer experience has great influence on6 satisfaction and their behavioural intentions. In fac... more Customer experience has great influence on6 satisfaction and their behavioural intentions. In fact, research on customer emotional experience has gained greater attention lately especially in the experience-driven hospitality industry. This exploratory research aims to identify the components of customer emotional experience with Halal food establishments. A questionnaire survey was carried out in Sarawak, Malaysia (n=260). Reliability Analysis and Exploratory Factor Analysis (using Principal Component Analysis and Varimax Rotation) were performed. The findings indicated that there were six components of customer emotional experience, namely spiritual assurance, pleasure, arousal, dominance, joy and acceptance. The components were moderately and significantly associated among each other, implying that the customer emotional experience had to be comprehensively managed so as to create satisfactory customer emotional experience which would then enhance positive behavioural intentions.
Abstract This paper presents the development of a measurement index called WebServ Index. The pro... more Abstract This paper presents the development of a measurement index called WebServ Index. The proposed index is developed based on an empirical research of visitor-perceived website service quality for Malaysian corporate websites. The survey data were collected using structure questionnaire from the respondents, assessing the randomly selected websites of Malaysian public-listed companies. The scale development process which employed the exploratory and confirmatory factor analyses found six dimensions of ...
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