Sedigheh Moghavvemi | University of Malaya, Malaysia (original) (raw)

Papers by Sedigheh Moghavvemi

Abstract Purpose – The purpose of this paper is to explore the experiences of visitors using the ... more Abstract Purpose – The purpose of this paper is to explore the experiences of visitors using the strategic experiential modules (SEMs) (Schmitt, 1999a). Design/methodology/approach – In this study, the authors analysed a total of 37 essays written by University of Malaya students who visited the attraction on 23 November 2013. The aim is to explore what constitutes the elements within the SEMs, pertaining to the students’ visit. The results are potentially useful for future Zoo Negara marketing communication initiatives, as well as for the management to remedy the shortfalls which have hindered Zoo Negara from operating as a self-sustaining attraction. Findings – The results confirmed the applicability of all five dimensions of the modules, which include both positive and negative elements. Of the five dimensions, THINK and SENSE were the most frequently expressed. Originality/value – Though this study offers no theoretical contribution, it does demonstrate the applicability of the Schmitt theory on SEMs and the usefulness of such an application from the managerial perspective. Keywords Malaysia, Perception, Experience, Essay method, Strategic experiential modules, Zoo, Tourist attractions Paper type Research paper

March 20-21, 2017 London Back HSSE-17 & LEBIS-17, 2017

Increasingly, consumers use social media as a vehicle for pre-purchase information gathering and ... more Increasingly, consumers use social media as a vehicle for pre-purchase information gathering and post purchase experience sharing. Although existing social media research provides some valuable insights, it is relatively lacking in theory based research on the basic mechanisms through which desired brand goals are achieved. Value creation in online communities is a very crucial question that still needs further research. This study is an attempt to observe popular fan-pages' followers' activities of selected fan-pages of Malaysia and survey (n= 318) on followers of those fan-pages to show the impact of user's perceived online community value on their behavioral responses. The purpose of this paper is to investigate the impact of users' perceived community value on fan page engagement activities alongside the impact of fan-page engagement actions on fan-page loyalty. Besides, the impact of Fan-page loyalty on brand WOM (Word of Mouth) and purchase intention is also explored. Besides, the moderating impact of user's trust between the relationship of fan-page engagement and fan-page loyalty is also explored. The concepts of Diffusion of Innovation (DOI) theory is applied to create a unified model that was empirically validated by SEM analysis through AMOS. These findings have theoretical implications for social media and online interaction related literature as well as critical business implications for B2C (Business to Consumer) marketers to differentiate themselves within the inflating number of online platforms.

March 20-21, 2017 London Back HSSE-17 & LEBIS-17, 2017

INTRODUCTION Malaysia practices a dual banking system in which Islamic banking operates alongside... more INTRODUCTION Malaysia practices a dual banking system in which Islamic banking operates alongside the conventional banking system. Islamic banking products and services are similar to conventional banks, except their transactions need to be compliant with Islamic law. As results, the Islamic banks face competition with conventional banks in banking products and services. Bravo et ABSTRACT The purpose of this study is to explore the dimensions of service quality and test an integrative model to study the influence of service quality, image, and trust on customer loyalty in the Malaysian banking sector. In this study, the service quality model is enhanced to improve the bank’s image. Structural Equation Modelling (SEM) was used to test the proposed research model. The proposed model indicates that delivering high-quality service can result in achieving the well-known image; the result also shows a positive relationship between image and trust, and trust and customer loyalty in both Is...

Social :>.ledia is now determined as an excellent communicative tool to connect directly \\ it... more Social :>.ledia is now determined as an excellent communicative tool to connect directly \\ ith consumers. One of .~~ most significant ways to connect with the consumers through these Social Networking Sites (S;-':S) is to create a :2~ebook Ianpage II ith brand contents and to place different posts periodically on these ranpages. According to different ; ... ,;;ts or contents placed on the fanpages. consumer responses in different II-a),5_Usually users become fans of particular :::and fan pages or put like. comments or keep sharing on particular posts of fanpagcs. These types of consumer activ iues in .anpages reflect brands post popularity. vlost importantly. in measuring social networking sites' effectiveness. corporate -,'uses are 110\\' analyzing metrics in terms of calculating engagement rate. number of comments/share and likings in :j_'1pages .So now, it is wry important tor the marketers to knollthe effectiveness of different contents or posts of Ianpag...

The emergence of social payment and usage of social apps for buying and selling services and prod... more The emergence of social payment and usage of social apps for buying and selling services and products was considered as threats to the banking industry. The usage of WeChat in China has fundamentally altered the whole digital communication landscape. WeChat has over 1.17 billion users. During the COVID-19 pandemic, WeChat implemented various plans to help recover from the COVID-19 pandemic, including consumer awareness, WeChat live stream communication platform, and one-to-one consultation through social media services to assist retailers and increase sales. In addition, they implemented WeChat Work 3.0 for remote working during the pandemic, cross-border e-commerce, and Mini Club Program to converts overseas brick-and-mortar shoppers to online members. WeChat and Facebook facilitated WeChat pay and Facebook pay through their social commerce platform because of market power. This chapter discusses the emergence of WeChat and how it impacts the payment systems. Digital wallets and di...

Handbook of Research on Reinventing Economies and Organizations Following a Global Health Crisis, 2021

Financial literacy is an essential skill, and it is even more critical during economic crises. Th... more Financial literacy is an essential skill, and it is even more critical during economic crises. The COVID-19 pandemic affected the global and domestic economies. While some of its aspects are beyond individual control, financial knowledge can help mitigate the economic crisis, manage income, and help people manage their respective finances. In the past decade, Malaysia experienced a volatile financial environment domestically, but the reverberations were also felt regionally and globally. Variations such as inflation, currency and interest rates fluctuation, and increased living costs affected a significant change, not only to the Malaysian economic landscape but also to individuals. These shortcomings were exacerbated during the COVID-19 pandemic due to its resulting cash-flow problems, where some companies reported “zero income” and reversed the economic growth to -6% in 2020. Youth unemployment tripled (11.7%). Cash-flow imbalances occurred due to payroll, business loans, utilitie...

Sustainability, 2021

British Journal of Educational Technology, 2017

Purpose-The purpose of this research is to use and validate the Entrepreneurial Event model as a ... more Purpose-The purpose of this research is to use and validate the Entrepreneurial Event model as a base model to investigate SME owners' perception toward IT innovation adoption and use. This paper also attempts to investigate the key determinants of the adoption of IT innovation among small and medium sized enterprises in Kuala Lumpur, Malaysia. This study revised and validated the Entrepreneurial Event Model in a new context and tried to examine the effect of perceived desirability, propensity to act and performance expectancy on behavior intention to adopt and use IT innovation in SMEs companies. Design/ methodology/ approach-Based on the research model the questionnaire was developed using previous work in the areas of entrepreneurship (Entrepreneurial Event Model) and technology acceptance (UTAUT). The data used to test the hypothesis is collected from various spectrums of Malaysian industries in Kuala Lumpur. A total of 1,000 businesses

Industrial Management & Data Systems, 1993

Purpose-The main goal of this study is to analyze the role played by organizational learning and ... more Purpose-The main goal of this study is to analyze the role played by organizational learning and innovation in organizations immersed in processes of adaptation and strategic fit in dynamic and turbulent environments. The authors analyze whether organizational learning and innovation act as sources of strategic fit, and whether strategic fit positively affects performance. Design/methodology/approach-We use data from a survey of a representative sample of 204 respondents from European firms active in high-technology sectors (response rate: 10.42%) and structural equation modelling (using the EQS 6.1 program) to implement a transversal study. Finding-The model confirms that organizational learning and the capacity to innovate positively influence managers' decisions to adapt their organizations to changes in dynamic environments. The achievement of strategic fit, in turn, improves organizational performance. We propose considering the innovation climate as a facilitator of new product and process development, although the innovation climate is not a direct antecedent of fit. Research limitations/implications-This study is limited in that the analysis is cross-sectional and all measures used in the study are based on managers' perceptions. Practical implications-Managers should create and support an entrepreneurial culture that stresses continuous learning, foster programs to develop abilities, and promote incentives for the development of capabilities that facilitate acceptance of organizational change. Investments in building certain capabilities, such as organizational learning and the capacity to innovate, are strategically justified, especially in turbulent environments. Originality/value-This study is one of the first to investigate the complex interactions among organizational learning, innovation, strategic fit, and performance. The research improves our understanding of the links between strategic fit and performance.

Purpose – The purpose of this paper is to present brief YouTube life stories to learn about how e... more Purpose – The purpose of this paper is to present brief YouTube life stories to learn about how extensive users experience YouTube use and manage (or fail to manage) their use. It also explores the consequences of different types of extensive use.
Design/methodology/approach – In this paper, a biographical approach was used. Nine students who used YouTube for two or more hours every day were guided to tell life stories of their introduction to YouTube, subsequent use and critical events associated with YouTube use. Thematic analysis distinguished between non-problematic, compulsive and addicted users. Three single case life stories illustrate the
experiences of users in each category.
Findings – These extensive YouTube users tell similar stories of informal learning from early interaction with the platform. For some, extensive YouTube use became problematic; for others, it remained functional.
Similar to other social platforms, users unable to regulate use became compulsive users and some users can become addicted.While the symptoms of YouTube addiction are similar to other online addictions, compulsive YouTube use is driven more by algorithm-generated content chaining than overt social interaction.
Originality/value – The paper introduces life stories as a way to present case studies of social media use. The distinction between extensive, but functional, and problematic YouTube use illustrates how extensive socialmedia use is not necessarily dysfunctional. User education for self-regulation of YouTube use is recommended.

If you would like to write for this, or any other Emerald publication, then please use our Emeral... more If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information.

This paper explored the effect of trust and perceived reciprocal benefit on students' knowledge s... more This paper explored the effect of trust and perceived reciprocal benefit on students' knowledge sharing via Facebook and on students' academic performance and reputation. The research model was tested using 170 undergraduate students in Malaysia via structural equation modeling. The results show that trust and perceived reciprocal benefit are two strong predictors of knowledge sharing amongst students, which affects their academic performance and recognition. Students with high levels of altruism are more open to sharing knowledge without preconditions compared to those with lower levels of altruism. The findings of this research would help educational institutions use Facebook as a knowledge sharing platform and also convert their academic procedures to an e-learning environment with Facebook as its platform. Creating a virtual environment and facilitating knowledge sharing among students will encourage a more productive and constructive learning environment. Facebook groups are regarded as an online community that increase students' interaction, collaboration, and trust.

In many countries, especially one such as Malaysia, tourism has become a key factor in economic d... more In many countries, especially one such as Malaysia, tourism has become a key factor in economic development, and the industry heavily relies on feedback from local residents. It is essential to observe and examine the perceptions of residents towards tourists and tourism development for better planning in realizing successful and sustainable tourism development. Therefore, this research measured the relationship between residents' welcoming nature, emotional closeness, and sympathetic understanding (emotional solidarity) towards tourists and their respective attitudes towards supporting tourism development. To test the proposed research model, we collected data using a questionnaire survey from 333 residents in rural areas in Malaysia. We used the structural equation modelling technique (Amos) to evaluate the research model, and the results revealed that the residents' willingness (welcoming nature) to accept tourists is the strongest factor that effects the residents' attitudes towards supporting tourism development. However, there was no significant relationship between residents' emotional closeness and their sympathetic understanding towards tourists with their attitude and support towards tourism development. Welcoming nature, emotional closeness, and sympathetic understanding are able to predict 48% of res-idents' attitudes towards tourism development and 62% of their support towards tourism development.

Purpose- This paper explores technology adoption and use behavior of IS innovations by entreprene... more Purpose- This paper explores technology adoption and use behavior of IS innovations by entrepreneurs.
To measure the perception of IS innovations by entrepreneurs we review UTAUT and the Entrepreneurial
Potential Model (EPM), empirically compare the two models, develop a new model that integrates
elements from the two models, and then empirically validate the new model (TADU) in a technology
acceptance context.
Design Methodology/ Approach- The data used to test the hypothesis is collected from 520
entrepreneurs in Malaysia. The research model was analysed using structural equation modelling.
Findings- The results indicate that perceived desirability and perceived feasibility have significant effects
on entrepreneurs’ intention to adopt and use innovations. Propensity to use is an important factor that has
a significant effect on individual behavior. The precipitating events that happen in the time lag between
intention and behavior will disrupt entrepreneurs’ inertia and induce a change in their behavior,
encouraging them to seek the best opportunity available.
Practical Implications- Understanding the individual, technological and environmental factors that
significantly affect IT adoption behavior can support policy makers in providing guidance on the adoption
and usage of IT innovations by entrepreneurs.
Originality/Value- This study proposes a technology adoption and use model (TADU) with six core
determinants of intention and usage - perceived desirability, perceived feasibility, performance
expectancy, effort expectancy, social influence and facilitating conditions and two new moderators,
precipitating events and the propensity to act.
Keywords- IS innovation adoption, Entrepreneurial Potential Model, UTAUT, TADU, Precipitating
events, Propensity to act, Intention

Muslim medical tourists' satisfaction is dependent on doctors and hospitals roles. Nurses' halal ... more Muslim medical tourists' satisfaction is dependent on doctors and hospitals roles. Nurses' halal practices had no effect on Muslim medical tourists' satisfaction. Attitude mediates the effect of hospital halal practice and patients' satisfaction. a b s t r a c t This paper examines the factors affecting the Muslim medical tourists' satisfaction, and the role of their attitudes in shaping their clinical experience based on the expectation-disconfirmation paradigm. Data from a survey of 243 Muslim medical tourists who had received treatment from Malaysian Islamic friendly hospitals were analysed using the partial least squares technique. The findings provide evidence that Muslim medical tourists' satisfaction is dependent on the doctors' and hospitals' roles; whilst, the nurse's halal practice is not associated with it. The study also demonstrates that Muslim medical tourists' attitudes only play a mediator role between the hospital's halal practice and Muslim medical tourists' satisfaction. The research result provides useful information in understanding the critical halal practices and, more particularly, aims at helping Islamic hospitals offer quality healthcare services that suit the Muslim medical tourists' needs and, consequently, attracts the Islamic medical tourists.

March 20-21, 2017 London Back HSSE-17 & LEBIS-17, 2017

Handbook of Research on Reinventing Economies and Organizations Following a Global Health Crisis, 2021

Sustainability, 2021

British Journal of Educational Technology, 2017

Industrial Management & Data Systems, 1993

women Entrepreneurs, 2023

The study aimed to develop and validate three factors, i.e. economic constraints, legal condition... more The study aimed to develop and validate three factors, i.e. economic constraints, legal conditions, and social support that influence women entrepreneurs' managerial skills. Research Design & Methods: A conceptual model was developed based on the literature review, and the data collected from 120 women entrepreneurs in Poland was utilised to construct the scale. The items were generated after validity, reliability, and exploratory factor analysis were conducted with SPSS software. The final developed scale was validated among 140 women entrepreneurs in Malaysia and the data was analysed through structural equation modelling (Amos). Findings: The results show that economic constraints, legal conditions, and social support are the main factors that influence the managerial skills of women entrepreneurs. Further analysis shows that economic constraints, legal conditions, and social support, vary across countries and influence women entrepreneurs' businesses. Women entrepreneurs in Poland consider assertiveness, risk-taking, responsibility, patience, and diligence as essential features of entrepreneurs, while women entrepreneurs in Malaysia believe patience, independence, self-confidence, responsibility, courage, and the ability to work with people are the most important features. Implications & Recommendations: This study identified the main factors that impact women entrepreneurs and highlights that the factors could have a significant effect on their managerial skills, which can provide knowledge for industry players and government officials who want to ease the start-up process and prevent failures. Contribution & Value Added: This study advances knowledge about the various factors influencing women's businesses in emerging countries like Malaysia and developed countries like Poland. It also makes a practical contribution by helping to develop policies that can encourage entrepreneurship among women. Article type: research article

TQM Journal

Purpose-This study illustrates the experience of scholar-practitioner collaboration for data-driv... more Purpose-This study illustrates the experience of scholar-practitioner collaboration for data-driven decisionmaking through the problematic of optimizing facility locations and minimizing logistics costs for La Palette Rouge (LPR) of Portugal. Design/methodology/approach-The authors used a mixed mixed-method approach involving (1) a quantitative exploratory analysis of big data, which applied analytics and mathematical modeling to optimize LPR's logistics network, and (2) an illustrative case of scholar-practitioner collaboration for data-driven decision-making. Findings-The quantitative analysis compared more than 20 million possible configurations and proposed the optimal logistics structures. The proposed optimization model minimizes the logistics costs by 22%. Another optimal configuration revealed that LPR can minimize logistics costs by 12% through closing one of its facilities. The illustrative description demonstrates that well-established resource-rich multinational enterprises do not necessarily have the in-house capabilities and competencies to handle and analyze big data. Practical implications-The mathematical modeling for optimizing logistics networks demonstrates that outcomes are readily actionable for practitioners and can be extended to other country and industry contexts with logistics operations. The case illustrates that synergistic relationships can be created, and the opportunities exist between scholars and practitioners in the field of Logistics 4.0 and that scientific researcher is necessary for solving problems and issues that arise in practice while advancing knowledge. Originality/value-The study illustrates that several Logistics 4.0 challenges highlighted in the literature can be collectively addressed through scholar-practitioner collaborations. The authors discuss the implications of such collaborations for adopting virtual and augmented reality (AR) technologies and to develop the capabilities for maximizing their benefits in mature low-medium technology industries, such as the food logistics industry.

Sustainability, 2021

Digital innovation entails the employment of new technologies to address business issues and to c... more Digital innovation entails the employment of new technologies to address business issues and to create practices that lead to the achievement of sustainability. It is observed that digital technology alters the individual dimension of the innovation process, allowing for a set of heterogenous actors to become active engagers in the process. A review of the previous research revealed a lack of focus on the roles these different actors play in the digital innovation process, as well as the mechanisms by which digital technology facilitates actor engagement, calling for research to shed some light on this topic. This phenomenological study undertakes an exploratory investigation of twenty-one Malaysian small-and medium-sized enterprises (SMEs) in the information and communication technology (ICT) sector, with the aim to demonstrate the importance of engaging market actors in each stage of the value co-creation process. Interviews with industry players show the shifted role of market actors in the innovation process-from product receivers to gatekeepers-at different stages of the innovation process. Market actors are extensively engaged in validating and evaluating the progress of ongoing digital innovation projects and, therefore, can modify their direction. Meanwhile, the role of innovation agents changes from an authoritative to reflective one. This study provides evidence that market actors are in a controlling position at certain points of the innovation process. As such, the view of the innovation process as being company-centric is challenged by the findings of this research. We provide new information regarding innovation practices, the roles of key actors, and their value in the digital context, which can serve as valuable knowledge for both academics and practitioners.

Muslim Friendly services, 2022

The number of traveling Muslims has increased substantially, and demands for Islamic facilities a... more The number of traveling Muslims has increased substantially, and demands for Islamic facilities and services that adhere to their religious practices are growing exponentially.
This creates business opportunities for service providers in Muslim and non-Muslim countries alike. Propelled by the growth of this new market segment, service providers such as airlines and hotels have customized aspects of their businesses to accommodate these niche demands. However, some industry players willfully ignore this market,
either for fear of losing non-Muslim customers or lacking the know-how to tap into this lucrative new market. This research benchmarked some service providers (hotels) worldwide and conducted a content analysis of their websites to identify the services they provided for Muslims. The evidence shows that some hotels worldwide provide
limited services to satisfy Muslim needs. Most of these hotels did not provide information about their Islamic facilities on their website, including some hotels in Islamic countries. This can be related to the social pressure (non-Muslim tourist markets), which prevents service providers from advertising their services. Lack of knowledge and research on the factors that prevent service providers from serving Muslim tourists and little information about their challenges make this area unexplored. Future research should test the research model proposed by this study and identify the factors influencing the service provider’s intention to serve the Muslim market and the barriers. This paper can serve as a guideline for industry players to partake in this growing and lucrative market.

The Individual Dimension of Digital Innovation: The Altered Roles of Innovation Agents and Market Actors, 2020

This article is an open access article distributed under the terms and conditions of the Creative... more This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY

optimization of logistics facility location and implications for increasing the adoption of AR and VR practices, 2021

Mobile Payment, 2019

This study aims to identify the factors influencing the readiness and acceptance of mobile paymen... more This study aims to identify the factors influencing the readiness and acceptance of mobile payment applications. The study is performed using the survey method. Quantitative data analysis are used to measure the relationship between the perceived usefulness, perceived ease of use, and perceived security on the readiness of Malaysian in using mobile payment applications. The results shown that perceived usefulness, perceived ease of use, and perceived security have a positive and significance relationship with the usage of mobile payment applications. Moreover, perceived ease of use is reported as the strongest factor towards usage of mobile payment applications, following by perceived security and perceived usefulness. This study is able to provide information on the current stage of use on mobile payment in Malaysia and it is also beneficial to the mobile payment facilities provider into find out strategies that could improve the acceptance and use of mobile payment application.

Smart classroom is a technology-based learning that is proposed as a solution to increase the cap... more Smart classroom is a technology-based learning that is proposed as a solution to increase the capabilities of students. This mode of teaching and learning make the education system more attractive and interactive, in addition to help educators to develop an engaging session. The objective of this study is to determine the effect of smart classrooms among Mathematics undergraduates. The study involved 72 students , and the data were analyzed using t test. The results show a significant difference among the students' academic performance in the conventional and smart classroom. In addition, the use of smart classroom has greatly improved students' performance.

SOCIAL SCIENCES & HUMANITIES, 2019

The purpose of this study is to explore the dimensions of service quality and test an integrative... more The purpose of this study is to explore the dimensions of service quality and test an integrative model to study the influence of service quality, image, and trust on customer loyalty in the Malaysian banking sector. In this study, the service quality model is enhanced to improve the bank’s image. Structural Equation Modelling (SEM) was used to test the
proposed research model. The proposed model indicates that delivering high-quality service can result in achieving the well-known image; the result also shows a positive relationship between image and trust, and trust and customer loyalty in both Islamic and conventional banks. Therefore, based on the findings, service quality, bank image and trust
are considered to be antecedents of customer loyalty. Bank image is indirectly related to customer loyalty through trust.

Many studies have examined the influence of travel motivation on destination preferences; however... more Many studies have examined the influence of travel motivation on destination preferences; however, little is known about Muslim tourists’ leisure travel behaviour. This study aims to examine the influence of travel motivation on destination preferences using the moderating effect of religiosity from the perspective of Iranian and Malay Muslims.Data were collected from 422 Malay and Iranian Muslim students using a purposive sampling technique, and later analyzed using Amos.Results indicated that generic, Islamic and non-Islamic motivational factors influence social, religious and hedonic avoidance travel preferences. Muslims who are motivated by generic and non-Islamic motivations avoid travels to destinations with the presence of Islamic service and products, while those who are motivated by religious factors prefer destinations with Islamic attributes.The results of this study highlight the importance of Islamic-related features in destinations for Muslim tourists.

Purpose – The purpose of this paper is to identify the mediating effect of fan-page followers’ en... more Purpose – The purpose of this paper is to identify the mediating effect of fan-page followers’ engagement activities and moderating role of followers’ demographic profile and trust level on their purchase intention.
Design/methodology/approach – This study utilised the customer engagement behaviour and consumer involvement theory as a foundation to explore the impact of variables. Structural equation modelling was utilised to test the model with the data collected from 307 Facebook fan pages’ followers of five Malaysian companies.
Findings – It was shown that following fan pages will influence fan page engagement, which in turn affects purchase intention and social media connectedness. Further analysis indicated that the impact of “follow” and “engagement” on purchase intention differs between genders, ages, level of trust and income.
Research limitations/implications – The study serves as a basic fundamental guideline for academics and researchers to interpret the concept of following fan pages and engagement actions and its effects on purchase intention and social media connectivity, as well as opening a vast area of unexplored researches on the subject of social media.
Practical implications – The research provides information for business-to-consumer companies in utilising fan page based on user categories.
Originality/value – This study proposes the application of an empirically tested framework to the fan-page follow actions. The authors argue that this framework can provide a useful foundation for future social
commerce research. The results would help academics be aware of fan page and its user’s engagement actions, which will provide a new avenue of research.

This paper explores compulsive use of YouTube by university students and investigates how the use... more This paper explores compulsive use of YouTube by university students and investigates how the uses and gratifications perspective and the personality perspective work together to explain compulsive use of the social medium. It compares the effects of motivation to use YouTube for information with motivation to use the platform for entertainment, and examines how the different motivational effects compare with those of personality. It also explores the influence of compulsive use of YouTube on academic motivation. Data from 807 students at a Malaysian university were analysed using hierarchical multiple regression. Stronger motivation to use YouTube for information and learning is associated with lower compulsive use, while stronger motivation to use YouTube for entertainment is associated with higher compulsive use. Entertainment motivation has a stronger effect than information motivation. Although tendency to compulsive use differs with personality traits, the motivation effects are independent of personality. Compulsive YouTube use negatively influences academic motivation. While educators can take risks of compulsive use into account when they propose YouTube resources to their students, information literacy education and training can play an additional role in risk reduction by alerting social media users to the risks of compulsive use and helping them to develop self-management strategies .

This study has examined the effect of trust and religiosity on Islamic medical tourists’ attitude... more This study has examined the effect of trust and religiosity on Islamic medical tourists’ attitudes, and consequently, satisfaction by considering age, gender, and education as moderators. A survey was undertaken of 227 Muslim medical tourists who had been treated in Islamic hospitals in Iran, and the data were analysed using partial least
squares techniques. The results showed that although trust has a significant effect on Muslim medical tourists’ attitudes, religiosity has no significant effect. The relationship between attitude and satisfaction towards the Islamic medical treatment practised by the healthcare providers is also supported. Gender and education moderate the relationship between religiosity and attitude. In addition, education moderates the relationship between trust and attitude. The results of this research can provide useful insight into the needs of Muslim medical tourists, which would be useful for Islamic hospitals to provide higher quality healthcare services.

Taking into account the importance of using video and visual objects for teaching, some universit... more Taking into account the importance of using video and visual objects for teaching, some universities utilize YouTube as a complementary teaching tool. This work analyses students' perspectives on the usage of YouTube for learning, their corresponding usage patterns, and associated factors prompting them to use YouTube. We interviewed 30 students, and went on to develop a scale for academic learning as a determinant of YouTube usage, which was then validated amongst the students. Data were collected from a total of 321 students in the Faculty of Business and Accountancy, University of Malaya to test the developed construct. The results confirmed that entertainment, seeking information, and academic learning are some of the main motivations for using YouTube. We regard YouTube as an effective tool that can enhance the learning experience if the video is indeed relevant to the subject at hand. It is recommended that instructors integrate YouTube into their respective courses to benefit from its inherent advantages in the context of learning/teaching.

Purpose – Foreign and local banks in Malaysia are competing in terms of skilled staff, innovative... more Purpose – Foreign and local banks in Malaysia are competing in terms of skilled staff, innovative products
and services, rendering quality services and customer satisfaction. The purpose of this paper is to examine
the overall service quality and customer satisfaction of both foreign and local banks.
Design/methodology/approach – The data used to test the hypothesis were collected from 748 foreign
and local bank customers in Malaysia. The research model was analysed using a structural equation
modelling technique.
Findings – Results show that knowledge and staff competencies, as well as convenience of the bank is more
significant for local bank customers while bank image and internet banking are important components for
foreign bank customers. The results also reveal that foreign bank customers have higher satisfaction as
compared to local bank customers.
Research limitations/implications – No analysis is undertaken of any difference in the service quality
dimensions between banks of different size. Further research on banking services could usefully test services
quality dimensions across banks of different sizes.
Practical implications – The findings serve as a valuable reference for local banks understand
service quality challenges they may face from foreign banks in this competitive industry. Findings suggest
that, to provide high-quality services, financial institutions need to heighten customer satisfaction
differentiation strategies.
Originality/value – The outcomes of this study enhance the knowledge on the performance of both local
and foreign banks in Malaysia as well as customer satisfaction, which are invaluable to all bank managers
and industry players in improving their services.
Keywords Satisfaction, Service quality, Internet banking, Bank ownership, Foreign bank, Local bank

Websites of private hospitals promoting medical tourism are important marketing channels for show... more Websites of private hospitals promoting medical tourism are important marketing channels for showcasing and promoting destinations’ medical facilities and their array of staff expertise, services, treatments and equipment to domestic and foreign patient-consumers alike. This study examines the websites of private hospitals promoting medical tourism in three competing Asian countries (India, Malaysia and Thailand) in order to look at how these hospitals present themselves online and seek to appeal to the perceived needs of (prospective) medical tourists. The content and format of 51 hospitals are analyzed across five dimensions: hospital information and facilities, admission and medical services, interactive online services, external activities, and technical items. Results show differences between Indian, Malaysian and Thai hospital websites, pointing to the need for hospital managers to improve their hospitals’ online presence and interactivity.

IGI Global, 2021

Due to the COVID-19 pandemic, most countries are exposed to unprecedented social problems in the ... more Due to the COVID-19 pandemic, most countries are exposed to unprecedented social problems in the current global situation. According to the official reports, it caused a dramatic increase of 44% in graduates' unemployment rate in Portugal. Moreover, from the human resource point of view, the whole of Europe is expected to face a shortage of 925,000 data professionals by 2025. Given the existing situations, the DataPro aims to propose a national-level reskilling solution in big data to mitigate both social problems of unemployability and the shortage of data professionals in Portugal. DataPro project consists of four dimensions, including an online portal for the hiring companies and unemployed graduates, along with a web-based analytics talent upskilling (ATU) platform empowered by an artificial intelligence recommender system to match the reskilled data professionals and the hiring companies.

IGI Global, 2021

Malleability, homogeneity, and transferability are three distinct characteristics of digital tech... more Malleability, homogeneity, and transferability are three distinct characteristics of digital technology
that allow the continuous evolvement of innovation and the generation of new forms of agency, both
within and across processes. Scholars have developed various research directions to theoretically understand
digital technology correlative to business process management. Yet, literature in this area lacks
a structured view of how digital technologies modify the innovation processes, and research aimed at
examining the effect of digital technology on business process management is still relatively scant and
in a very early stage. This chapter sheds light on scholarly works to explain digital technology’s impact
on the innovation process and how it is linked to business process management.

IGI Global, 2021

Financial literacy is an essential skill, and it is even more critical during economic crises. Th... more Financial literacy is an essential skill, and it is even more critical during economic crises. The COVID-19 pandemic affected the global and domestic economies. While some of its aspects are beyond individual control, financial knowledge can help mitigate the economic crisis, manage income, and help people manage their respective finances. In the past decade, Malaysia experienced a volatile financial environment domestically, but the reverberations were also felt regionally and globally. Variations such as inflation, currency and interest rates fluctuation, and increased living costs affected a significant change, not only to the Malaysian economic landscape but also to individuals. These shortcomings were exacerbated during the COVID-19 pandemic due to its resulting cash-flow problems, where some companies reported "zero income" and reversed the economic growth to-6% in 2020. Youth unemployment tripled (11.7%). Cash-flow imbalances occurred due to payroll, business loans, utilities, and other fixed costs that business owners were obligated to meet.