Chan Tak Jie | Multimedia University (original) (raw)
Papers by Chan Tak Jie
International Journal of Arts and Social Sciences, 2021
Blackboard as a learning management system (LMS) is rarely used in Malaysian universities as it a... more Blackboard as a learning management system (LMS) is rarely used in Malaysian universities as it always seen as pricy. In addition, there is little research on blackboard usage among the students in Malaysia. Hence, this study adopted the Technology Acceptance Model (TAM) and aimed to determine the relationship between usage of blackboard (perceived ease of use, perceived usefulness) and students' academic performance in one of the private universities in Petaling Jaya. A total of 100 valid responses were obtained. Researchers analyzed the data using Partial Least Square Structural Equation Modelling (Smart-PLS 3.2.7). The study found that perceived ease of use have a positive and significant relationship with students' academic performance. However, there is no significant relationship between perceived usefulness and academic performance. The ramifications of this study to blackboard developers and university administrators are discussed; in terms of understanding how to improve academic performance through the usage of LMS and social networks site (SNS). Implications of the study, as well as suggestions for future studies are also discussed in this article.
International Journal of Academic Research in Business and Social Sciences, 2021
This study aims to examine the influence of servant leadership dimensions (Empowerment, Trust, He... more This study aims to examine the influence of servant leadership dimensions (Empowerment, Trust, Healing, Integrity, Service, and Communication) and employee performance among the support staff in one of the Malaysian private universities. The study utilised Leader-Member Exchange (LMX) and Social Exchange Theories to guide the study. Purposive sampling was employed in this study, where a quantitative (survey) method was used, in which questionnaires were distributed with only 51 valid responses received. The data were then analysed using Partial Least Squares Structural Equation Modelling through Smart-PLS 3.0. The results revealed that two (2) dimensions of servant leadership attributes (Communication and Empowerment) have a positive and significant relationship with employee performance; however, Healing found to have a negative but significant relationship with employee performance. In addition, Integrity, Service and Trust were found not significant to employee performance. Conclusion, implications, and suggestions for future study were also discussed.
Journal of Arts and Social Sciences, 2021
Crises are inevitable and it can be happened at any point of the organization process. Thus, it i... more Crises are inevitable and it can be happened at any point of the organization process. Thus, it is worthwhile for the organization to identify the early plan of issue or potential risk occurring within organizations as it is not easy to win the reputation warfare. Thus, this paper aims to review the Boeing 737 Max case from the perspective of crisis communication and management approaches. The discussion of the case surrounded on the chronology of the case, crisis communication and management strategies carried out by Boeing 737 and lessons learned from it. This has called upon the management, especially the public relations or corporate communication department for aviation industry to look into it to form a strategic solution to safeguard the organization's reputation when the crisis strike.
International Journal of Academic Research in Business and Social Sciences., 2020
This study examined the predicting factors of selected facets of RepTrak™ reputation model (produ... more This study examined the predicting factors of selected facets of RepTrak™ reputation model (products/services, innovation, citizenship, leadership, performance) and corporate reputation of Malaysia Airlines Berhad, from consumers’ perspective. Utilizing the Fombrun’s (2006) RepTrakTM reputation model, this model served as a guide to the study. Survey questionnaires were used to gather the data, in which the researchers distributed the questionnaires online and in-person to the Malaysia Airlines consumers who had prior encounters with the airline company. A 173 valid responses were yielded as the results. The collected data was then analysed through Pearson’s Product-Moment Correlation and Multiple Regression using Statistical Package for the Social Sciences (SPSS) version 24.0. The findings of the Pearson’s product-moment correlation analysis showed that the associations between product and services, innovation, citizenship, performance, and corporate reputation have a significantly positive moderate relationship. Meanwhile, the correlations between leadership and corporate reputation have a significantly positive high relationship. In addition, multiple regression analysis revealed that products/services, innovation, citizenship, leadership, and performance were the significant predicting variables, which explained 71.9 % of the variance of corporate reputation. Conclusion, limitations, suggestions, and implications of this study were discussed.
SEARCH Journal of Media and Communication Research, 2020
Corporate reputation is a part of the intangible asset management that can help create a competit... more Corporate reputation is a part of the intangible asset management that can help create a competitive advantage in firms. Hence, it is crucial for firms to create a favourable reputation and build a good perception among stakeholders. However, crises are inevitable and can cause a firm's reputation to be tarnished and its credibility to be questioned. Therefore, this study aims to identify the mediating role of corporate reputation on the relationship between selected facets of the RepTrak TM reputation model, namely, products/services, innovation, citizenship, leadership, performance and customer loyalty from the perspective of Malaysia Airlines Berhad's (MAB) customers. Online and offline questionnaires were administered to MAB consumers which yielded 173 valid responses. The collected data were then analysed using partial least square structural equation modelling (PLS-SEM) in Smart-PLS 3.2.7. The findings confirmed the positive relationships between the four facets of RepTrak TM with corporate reputation in the current context; however, innovation demonstrated a negative but significant relationship with corporate reputation. In addition to that, the relationship between corporate reputation and customer loyalty was also established. Further, the results confirmed corporate reputation as a mediator that mediates the relationship between all five determinants of RepTrak TM model and customer loyalty. The conclusion, the implications and suggestions for future research are also discussed.
JOURNAL OF CRITICAL REVIEWS , 2020
Corporate social responsibility (CSR) has grown significantly as the research area in various fie... more Corporate social responsibility (CSR) has grown significantly as the research area in various field of disciplines. Instead of pursuing CSR to fulfil corporate citizenship, CSR has now been used by companies to enhance and build their corporate image. This research examined the effect of CSR practices and customer satisfaction on corporate image; having mobile service providers in Klang Valley, Malaysia as the context. This study applied the quantitative approach with 226 valid responses. Pearson's product-moment correlation and multiple regression analysis were employed to ascertain the relationship between the variables. The findings reported all four dimensions of CSR influence corporate image of mobile service providers in Malaysia positively; however, only ethical responsibility shows a positive and moderate relationship with corporate image. On top of that, customer satisfaction was also found to have a positive influence towards the corporate image of mobile service providers. Multiple regression analysis showed that only ethical and legal responsibility CSR practices were predictors that contribute significantly to corporate image. The conclusion, implications, and suggestions for future studies were also discussed.
Contemporary Management Research, 2020
The study aims to investigate the relationship between internal corporate social responsibility (... more The study aims to investigate the relationship between internal corporate social responsibility (ICSR) practices and employee engagement through job satisfaction as a mediating variable. The ICSR dimensions are comprised of employee empowerment, education and training, employment stability, as well as a working environment. This study is based on the social exchange theory to explore the relationship between the above factors and ICSR. In this study, purposive sampling was adopted. A quantitative (survey) method was employed, generating 93 valid responses. The data was then analyzed using Partial Least Square Structural Equation Modelling through Smart-PLS 3.0. The results revealed that ICSR practices, namely employee empowerment, and employment stability contributed positively to job satisfaction. However, training & education and working environment were found not significant to job satisfaction. In addition, job satisfaction has a positive influence on employee engagement. The results of the study found that except for training, education, and the work environment, job satisfaction mediates the relationship between ICSR practices and employee
Malaysian Journal of Social Sciences and Humanities, 2020
Crises are inevitable and it can be happened at any point of the organization process. Thus, it i... more Crises are inevitable and it can be happened at any point of the organization process. Thus, it is worthwhile for the organization to identify the early plan of issue or potential risk occurring within organizations as it is not easy to win the reputation warfare. Thus, this paper aims to review the Cadbury Porcine DNA case that happened in Malaysia from the perspective of crisis management and cultural approaches. The discussion of the case surrounded on the chronology of the case, crisis communication and management strategies carried out by Cadbury and lessons learned from it. This has called upon the management, especially the public relations or corporate communication department to look into it to form a strategic solution to safeguard the organization's reputation when the crisis strike.
Journal of Business and Social Review in Emerging Economies, 2020
Hospitality and tourism industries have become one of the pivotal industry that contribute to the... more Hospitality and tourism industries have become one of the pivotal industry that contribute to the growth of the nation's economy. However, less studies actually pay attention to the aviation industry where this industry has faced a lot of challenges and crisis in the past decade. Hence, this study aims to examine the predicting factors of service quality on corporate reputation of AirAsia in Malaysia. The study utilized SERVQUAL model to guide the study. A quantitative (survey) research design was employed wherein a total of 200 completed questionnaires was obtained from the Malaysian's customers of AirAsia, through purposive sampling. Based on the correlation analysis, tangibility, reliability, responsiveness, assurance has a positive and moderate relationship with corporate reputation, while empathy has a positive and high relationship with corporate reputation. In addition, multiple regression analysis showed that responsiveness, assurance, and empathy were the contributing factors to corporate reputation. However, tangibles and reliability were not the predictors of corporate reputation. Conclusion, implications, and suggestion for future study were also discussed.
International Journal of Academic Research in Business and Social Sciences, 2020
Corporate Social Responsibility (CSR) has emerged tremendously as an important field of study. Ho... more Corporate Social Responsibility (CSR) has emerged tremendously as an important field of study. However, the influence of internal corporate social responsibility (ICSR) practices in education industry remain understudied. The purpose of this study was to investigate the relationship between ICSR practices and employee engagement in a private university in Malaysia. A quantitative (survey) method was employed using purposive sampling in which 93 valid responses were generated. The data were then analyzed using Pearson-Product Moment Correlation and Multiple Regression test
through the Statistical Package for the Social Sciences (SPSS) version 25.0. Based on the findings, ICSR dimensions, namely training & education and working environment yielded positive and moderate relationships with employee engagement, whereas employment stability and employee empowerment generate positive and high relationships with employee engagement. In addition, multiple regression analysis showed that employment stability and training & education were the significant two predictors that can help to increase the employee engagement. Conclusion, implications, and suggestions for future studies are also discussed.
Journal of Arts and Social Sciences, 2020
This study aimed to examine the relationship between the usage of WhatsApp and interpersonal comm... more This study aimed to examine the relationship between the usage of WhatsApp and interpersonal communication skills among students in a Malaysia private higher education institution. Technology Acceptance Model (TAM) proposed by Davis (1986) was used to guide the study. Purposive and quota sampling was employed in this study, whereby students who have experiences using the WhatsApp were chosen to be the respondents. A survey method was employed in this study, where questionnaires were distributed and generate 125 valid responses. The data were then analyzed using Spearman's rho correlation test through the SPSS version 25.0. Based on the findings, all the variables under TAM model, namely; perceived usefulness and perceived ease-of-use have a positive and a moderate relationship with interpersonal communication skills. Limitations of the study, implications of the findings, and suggestions for future study are also discussed.
Journal of Business and Social Review in Emerging Economies, 2019
The study aims to investigate the relationship between service quality and customer satisfaction ... more The study aims to investigate the relationship between service quality and customer satisfaction in a retail clothing company. The study utilized the SERVQUAL model to guide the study. Purposive sampling was applied in the study where quantitative (survey) method was employed with generating 140 valid responses. The data were then analyzed using Partial Least Squares Structural Equation Modelling through Smart-PLS 3.0. The results revealed that three (3) dimension of SERVQUAL (tangibles, empathy, and responsiveness) has a positive and significant relationship with customers. However, reliability and assurance yielded negative with customer satisfaction. In addition, out of the five determinants of SERVQUAL, assurance was found not significant to customer satisfaction. Conclusion, implications, and suggestions for future study are also discussed.
International Journal of Business and Society, 2019
This study aimed to examine the relationship between ethical and discretionary corporate social r... more This study aimed to examine the relationship between ethical and discretionary corporate social responsibility (CSR) dimensions with job satisfaction of employees in a Malaysian public university. A quantitative (survey) method was employed in this study, whereby questionnaires were distributed to 464 UPM staff (academic and non-academic) through multistage sampling, but with only 285 valid responses received. The data were then analysed using Pearson's Product-Moment Correlation and Multiple Regression tests using the stepwise method through the Statistical Package of Social Science (SPSS) version 22.0. Based on the findings, human rights, labour rights, environmental stewardship under ethical dimension and community driven, which categorised under discretionary dimension has positive and moderate relationships with job satisfaction. However, social reporting under the ethical dimension has a positive, but weak correlation with the job satisfaction. Besides, multiple regression analysis showed that only labour rights from the ethical dimension and community driven from the discretionary dimension were the significant predicting factors for job satisfaction. Conclusion, limitations of the study, implications of the findings, and suggestions for future study are also discussed.
Jurnal Komunikasi: Malaysian Journal of Communication, 2019
Social responsibility has emerged tremendously as an important field of study in the past decades... more Social responsibility has emerged tremendously as an important field of study in the past decades. Institutions today have realised the significance of being ethical in their operations in order to attract various stakeholders, especially the customers. However, majority of the past studies on social responsibility mainly focus on big corporations, while the influence of social responsibility practices in university remains understudied. The purpose of this study was to examine the predicting factors of University Social Responsibility (USR) practices and reputation from the students' viewpoint on one of the private higher educational institutions in Malaysia. A survey method was employed using multistage sampling. Questionnaires were distributed and generating 400 valid responses. The data were then analysed using Pearson-Product Moment Correlation and Multiple Regression test (enter method) through the Statistical Package for the Social Sciences (SPSS) version 25.0. Based on the findings, all the seven USR dimension, namely operational responsibility, stakeholder's (student) responsibility, university-firm relationship, legal responsibility, environmental values, philanthropy responsibility, and community engagement yielded positive and moderate relationships with reputation. In addition, multiple regression analysis showed that operational responsibility, university-firm relationship, philanthropy responsibility, and community engagement were the significant predicting factors that can enhance reputation in the current context. Conclusion, limitations of the study, implications of the findings, and suggestions for future study are also discussed.
Journal of Arts and Social Sciences, 2019
Corporate social responsibility (CSR) has emerged tremendously as an important field of study. Co... more Corporate social responsibility (CSR) has emerged tremendously as an important field of study. Corporations today have realized the significance of being ethical in their business operations to attract various stakeholders, especially customers. However, a majority of studies on CSR mainly focus on the different industries, while the influence of CSR practices in the coffee retail setting remains understudied. The purpose of this study is to examine the relationship between the dimensions of Triple Bottom Line (TBL) CSR practices and consumers' purchase intention in a Malaysia's branded coffee retail company. The study utilized TBL dimensions based on Elkington (1994), which comprises the economic, the environmental, and the philanthropy dimensions. A survey method was employed where questionnaires were distributed to the consumers that have experience with the particular branded coffee company based on purposive sampling. In addition, simple random sampling was used to identify the location of study which is in Kota Damansara, Petaling Jaya and generating 200 valid responses. The data were then analyzed using Pearson-Product Moment Correlation and Multiple Regression tests using the stepwise method through the Statistical Package for the Social Sciences (SPSS) version 25.0. Based on the findings, philanthropy responsibility under the TBL CSR dimension, yielded positive and moderate relationship with purchase intention. However, economic and environmental responsibilities have a positive but weak correlation with purchase intention. Multiple regression analysis showed only philanthropy and environmental responsibilities of the TBL CSR dimension were the significant predicting factors for consumers' purchase intention in the current context. The results call upon the management of the branded coffee retail company to focus on the dimensions mentioned to ensure the survival of the company in this turbulent business market. Future studies recommended that relationships between CSR, corporate image, corporate reputation, and customer loyalty need to be carried out in order to see the link between those variables.
Jurnal Pengurusan, 2019
This study aims to examine the relationship between internal corporate social responsibility (CSR... more This study aims to examine the relationship between internal corporate social responsibility (CSR) practices and job satisfaction of employees in a Malaysian banking company. The study utilised Carroll's revised pyramid of global CSR and performance model with the selected CSR dimensions developed by Mohd Hasan (2013), consisting of the best global and local CSR practices. Multistage sampling, simple random sampling and convenient sampling was used. This study employed a quantitative (survey) method, wherein questionnaires were distributed to 342 bank staff (managerial and non-managerial), but only 174 valid responses were received. The data were analysed using Pearson-Product Moment Correlation test and Multiple Regression test through the Statistical Package for the Social Sciences (SPSS) version 22.0. The findings of multiple regression analysis revealed that human rights, labour rights and compliance with certified international standards pertaining to ethical and legal aspects of internal CSR were significant predictors of job satisfaction in the current context. Conclusion, limitations, implications of the findings, and suggestions for future study are also discussed.
Journal of Arts and Social Sciences, 2019
Past empirical studies have shown that specific facets of Reputation Quotient model positively in... more Past empirical studies have shown that specific facets of Reputation Quotient model positively influenced the reputation. However, the relevance of applying the Reputation Quotient model that focuses on the university setting in developing economies is still under researched. Hence, this study aims to examine the perception of current students about the dimensions of Reputation Quotient in one of the Malaysian higher education institutions (HEIs). In particular, the study aims to find out the differences between the subscales of Reputation Quotient pertaining to products and services, social responsibility, vision and leadership, financial performance, and emotional appeal facets. Multistage sampling was employed in this study, whereby simple random sampling and convenience sampling were applied. A quantitative (survey) method was employed in this study, in which questionnaires were distributed to 383 current students (local and international), but with 378 valid responses received. The data were then analyzed using descriptive statistics and one sample T-test. Based on the findings, the current students at the public HEI have a positive view about the reputation of the university. Data revealed that the students perceived positively on the subscale of Reputation Quotient pertaining to the five facets mentioned. The results call upon the management of the public HEI to focus on the dimensions mentioned in order to enhance the good perception and images from various constituents that will increase the survival of the institution in this competitive business market.
Jurnal Kemanusiaan, 2018
This study aims to examine the job satisfaction among employees in one of the Malaysian banking i... more This study aims to examine the job satisfaction among employees in one of the Malaysian banking institutions. In particular, the study explores the differences between intrinsic and extrinsic satisfaction factors. Multistage sampling was employed in this study, whereby simple random sampling and cluster sampling were used. A quantitative (survey) method was employed in this study, in which questionnaires were distributed to 353 bank employees (managerial and non-managerial), but with only 174 valid responses received. The data were then analysed using descriptive statistics and one sample t-test through the Statistical Package for the Social Sciences (SPSS) version 22.0. Based on the findings, the employees at the banking institution were slightly satisfied with their jobs. One sample t-test revealed that the intrinsic and extrinsic satisfaction factors are significantly positive. Hence, the results call upon the management of the bank institution to foster both intrinsic and extrinsic satisfaction factors in order to enhance the employees' satisfaction that will link to the increase of the organisation's productivity.
Advanced Science Letters, 2018
The purpose of this study was to examine the relationship between dimensions of corporate social ... more The purpose of this study was to examine the relationship between dimensions of corporate social responsibility (CSR) practices and job satisfaction of employees in one of the banking companies in Malaysia. The study utilised CSR dimensions based on Carroll’s (2004) revised pyramid of global CSR and performance model and the elements that developed by Mohd Hasan (2013) based on extensive reviews of global and local CSR best practice standards. A survey method was employed using multistage sampling. Questionnaires were distributed to 353 bank staff (managerial and non-managerial), generating 174 valid responses. The data were then analysed using Pearson-Product Moment Correlation and Multiple Regression tests using the stepwise method through the Statistical Package for the Social Sciences (SPSS) version 22.0. Based on the findings, financial necessity under the economic dimension, compliance with certified international standards under legal dimension, and community driven under philanthropy dimension yielded positive and moderate relationships with job satisfaction. However, environmental stewardship and social reporting categorised within the ethical CSR dimension have a positive but weak correlation with job satisfaction. Multiple regression analysis showed only community driven from the philanthropy dimension and compliance with certified international standards from the legal dimension were the significant predicting factors for job satisfaction in the current context. Conclusion, limitations of the study, implications of the findings, and suggestions for future study are also discussed.
International Journal of Academic Research in Business and Social Sciences, 2018
The current study investigates university as an entity of organisation to explore their corporate... more The current study investigates university as an entity of organisation to explore their corporate social responsibility (CSR) practices. The unit of analysis in this study focused on employees in one of the research universities in Malaysia, namely Universiti Putra Malaysia (UPM). The purpose of this study is to identify the level of employees’ understanding on CSR practices as well as their perception on selected elements of CSR that prominently practised in university. A quantitative (survey) method and multistage sampling were employed in this study, whereby questionnaires were distributed to 464 UPM staff (academic and non-academic), with only 285 valid respondents. The respondents were selected from Social Science cluster faculties and Science cluster faculties. This study focuses primarily on descriptive statistics. The findings show that respondents have a high level of understanding about CSR and the three (3) specific dimensions, namely human rights, community driven, and labour rights have shown to be the CSR practices that perceived prominent by the UPM staff. Further study to replicate the research in different university context (public or private) in Malaysian to explore more on CSR practices by respective universities was suggested. Future studies also recommended that relationships between CSR, job satisfaction, and corporate reputation need to be carried out in order to see the link between those variables.
International Journal of Arts and Social Sciences, 2021
Blackboard as a learning management system (LMS) is rarely used in Malaysian universities as it a... more Blackboard as a learning management system (LMS) is rarely used in Malaysian universities as it always seen as pricy. In addition, there is little research on blackboard usage among the students in Malaysia. Hence, this study adopted the Technology Acceptance Model (TAM) and aimed to determine the relationship between usage of blackboard (perceived ease of use, perceived usefulness) and students' academic performance in one of the private universities in Petaling Jaya. A total of 100 valid responses were obtained. Researchers analyzed the data using Partial Least Square Structural Equation Modelling (Smart-PLS 3.2.7). The study found that perceived ease of use have a positive and significant relationship with students' academic performance. However, there is no significant relationship between perceived usefulness and academic performance. The ramifications of this study to blackboard developers and university administrators are discussed; in terms of understanding how to improve academic performance through the usage of LMS and social networks site (SNS). Implications of the study, as well as suggestions for future studies are also discussed in this article.
International Journal of Academic Research in Business and Social Sciences, 2021
This study aims to examine the influence of servant leadership dimensions (Empowerment, Trust, He... more This study aims to examine the influence of servant leadership dimensions (Empowerment, Trust, Healing, Integrity, Service, and Communication) and employee performance among the support staff in one of the Malaysian private universities. The study utilised Leader-Member Exchange (LMX) and Social Exchange Theories to guide the study. Purposive sampling was employed in this study, where a quantitative (survey) method was used, in which questionnaires were distributed with only 51 valid responses received. The data were then analysed using Partial Least Squares Structural Equation Modelling through Smart-PLS 3.0. The results revealed that two (2) dimensions of servant leadership attributes (Communication and Empowerment) have a positive and significant relationship with employee performance; however, Healing found to have a negative but significant relationship with employee performance. In addition, Integrity, Service and Trust were found not significant to employee performance. Conclusion, implications, and suggestions for future study were also discussed.
Journal of Arts and Social Sciences, 2021
Crises are inevitable and it can be happened at any point of the organization process. Thus, it i... more Crises are inevitable and it can be happened at any point of the organization process. Thus, it is worthwhile for the organization to identify the early plan of issue or potential risk occurring within organizations as it is not easy to win the reputation warfare. Thus, this paper aims to review the Boeing 737 Max case from the perspective of crisis communication and management approaches. The discussion of the case surrounded on the chronology of the case, crisis communication and management strategies carried out by Boeing 737 and lessons learned from it. This has called upon the management, especially the public relations or corporate communication department for aviation industry to look into it to form a strategic solution to safeguard the organization's reputation when the crisis strike.
International Journal of Academic Research in Business and Social Sciences., 2020
This study examined the predicting factors of selected facets of RepTrak™ reputation model (produ... more This study examined the predicting factors of selected facets of RepTrak™ reputation model (products/services, innovation, citizenship, leadership, performance) and corporate reputation of Malaysia Airlines Berhad, from consumers’ perspective. Utilizing the Fombrun’s (2006) RepTrakTM reputation model, this model served as a guide to the study. Survey questionnaires were used to gather the data, in which the researchers distributed the questionnaires online and in-person to the Malaysia Airlines consumers who had prior encounters with the airline company. A 173 valid responses were yielded as the results. The collected data was then analysed through Pearson’s Product-Moment Correlation and Multiple Regression using Statistical Package for the Social Sciences (SPSS) version 24.0. The findings of the Pearson’s product-moment correlation analysis showed that the associations between product and services, innovation, citizenship, performance, and corporate reputation have a significantly positive moderate relationship. Meanwhile, the correlations between leadership and corporate reputation have a significantly positive high relationship. In addition, multiple regression analysis revealed that products/services, innovation, citizenship, leadership, and performance were the significant predicting variables, which explained 71.9 % of the variance of corporate reputation. Conclusion, limitations, suggestions, and implications of this study were discussed.
SEARCH Journal of Media and Communication Research, 2020
Corporate reputation is a part of the intangible asset management that can help create a competit... more Corporate reputation is a part of the intangible asset management that can help create a competitive advantage in firms. Hence, it is crucial for firms to create a favourable reputation and build a good perception among stakeholders. However, crises are inevitable and can cause a firm's reputation to be tarnished and its credibility to be questioned. Therefore, this study aims to identify the mediating role of corporate reputation on the relationship between selected facets of the RepTrak TM reputation model, namely, products/services, innovation, citizenship, leadership, performance and customer loyalty from the perspective of Malaysia Airlines Berhad's (MAB) customers. Online and offline questionnaires were administered to MAB consumers which yielded 173 valid responses. The collected data were then analysed using partial least square structural equation modelling (PLS-SEM) in Smart-PLS 3.2.7. The findings confirmed the positive relationships between the four facets of RepTrak TM with corporate reputation in the current context; however, innovation demonstrated a negative but significant relationship with corporate reputation. In addition to that, the relationship between corporate reputation and customer loyalty was also established. Further, the results confirmed corporate reputation as a mediator that mediates the relationship between all five determinants of RepTrak TM model and customer loyalty. The conclusion, the implications and suggestions for future research are also discussed.
JOURNAL OF CRITICAL REVIEWS , 2020
Corporate social responsibility (CSR) has grown significantly as the research area in various fie... more Corporate social responsibility (CSR) has grown significantly as the research area in various field of disciplines. Instead of pursuing CSR to fulfil corporate citizenship, CSR has now been used by companies to enhance and build their corporate image. This research examined the effect of CSR practices and customer satisfaction on corporate image; having mobile service providers in Klang Valley, Malaysia as the context. This study applied the quantitative approach with 226 valid responses. Pearson's product-moment correlation and multiple regression analysis were employed to ascertain the relationship between the variables. The findings reported all four dimensions of CSR influence corporate image of mobile service providers in Malaysia positively; however, only ethical responsibility shows a positive and moderate relationship with corporate image. On top of that, customer satisfaction was also found to have a positive influence towards the corporate image of mobile service providers. Multiple regression analysis showed that only ethical and legal responsibility CSR practices were predictors that contribute significantly to corporate image. The conclusion, implications, and suggestions for future studies were also discussed.
Contemporary Management Research, 2020
The study aims to investigate the relationship between internal corporate social responsibility (... more The study aims to investigate the relationship between internal corporate social responsibility (ICSR) practices and employee engagement through job satisfaction as a mediating variable. The ICSR dimensions are comprised of employee empowerment, education and training, employment stability, as well as a working environment. This study is based on the social exchange theory to explore the relationship between the above factors and ICSR. In this study, purposive sampling was adopted. A quantitative (survey) method was employed, generating 93 valid responses. The data was then analyzed using Partial Least Square Structural Equation Modelling through Smart-PLS 3.0. The results revealed that ICSR practices, namely employee empowerment, and employment stability contributed positively to job satisfaction. However, training & education and working environment were found not significant to job satisfaction. In addition, job satisfaction has a positive influence on employee engagement. The results of the study found that except for training, education, and the work environment, job satisfaction mediates the relationship between ICSR practices and employee
Malaysian Journal of Social Sciences and Humanities, 2020
Crises are inevitable and it can be happened at any point of the organization process. Thus, it i... more Crises are inevitable and it can be happened at any point of the organization process. Thus, it is worthwhile for the organization to identify the early plan of issue or potential risk occurring within organizations as it is not easy to win the reputation warfare. Thus, this paper aims to review the Cadbury Porcine DNA case that happened in Malaysia from the perspective of crisis management and cultural approaches. The discussion of the case surrounded on the chronology of the case, crisis communication and management strategies carried out by Cadbury and lessons learned from it. This has called upon the management, especially the public relations or corporate communication department to look into it to form a strategic solution to safeguard the organization's reputation when the crisis strike.
Journal of Business and Social Review in Emerging Economies, 2020
Hospitality and tourism industries have become one of the pivotal industry that contribute to the... more Hospitality and tourism industries have become one of the pivotal industry that contribute to the growth of the nation's economy. However, less studies actually pay attention to the aviation industry where this industry has faced a lot of challenges and crisis in the past decade. Hence, this study aims to examine the predicting factors of service quality on corporate reputation of AirAsia in Malaysia. The study utilized SERVQUAL model to guide the study. A quantitative (survey) research design was employed wherein a total of 200 completed questionnaires was obtained from the Malaysian's customers of AirAsia, through purposive sampling. Based on the correlation analysis, tangibility, reliability, responsiveness, assurance has a positive and moderate relationship with corporate reputation, while empathy has a positive and high relationship with corporate reputation. In addition, multiple regression analysis showed that responsiveness, assurance, and empathy were the contributing factors to corporate reputation. However, tangibles and reliability were not the predictors of corporate reputation. Conclusion, implications, and suggestion for future study were also discussed.
International Journal of Academic Research in Business and Social Sciences, 2020
Corporate Social Responsibility (CSR) has emerged tremendously as an important field of study. Ho... more Corporate Social Responsibility (CSR) has emerged tremendously as an important field of study. However, the influence of internal corporate social responsibility (ICSR) practices in education industry remain understudied. The purpose of this study was to investigate the relationship between ICSR practices and employee engagement in a private university in Malaysia. A quantitative (survey) method was employed using purposive sampling in which 93 valid responses were generated. The data were then analyzed using Pearson-Product Moment Correlation and Multiple Regression test
through the Statistical Package for the Social Sciences (SPSS) version 25.0. Based on the findings, ICSR dimensions, namely training & education and working environment yielded positive and moderate relationships with employee engagement, whereas employment stability and employee empowerment generate positive and high relationships with employee engagement. In addition, multiple regression analysis showed that employment stability and training & education were the significant two predictors that can help to increase the employee engagement. Conclusion, implications, and suggestions for future studies are also discussed.
Journal of Arts and Social Sciences, 2020
This study aimed to examine the relationship between the usage of WhatsApp and interpersonal comm... more This study aimed to examine the relationship between the usage of WhatsApp and interpersonal communication skills among students in a Malaysia private higher education institution. Technology Acceptance Model (TAM) proposed by Davis (1986) was used to guide the study. Purposive and quota sampling was employed in this study, whereby students who have experiences using the WhatsApp were chosen to be the respondents. A survey method was employed in this study, where questionnaires were distributed and generate 125 valid responses. The data were then analyzed using Spearman's rho correlation test through the SPSS version 25.0. Based on the findings, all the variables under TAM model, namely; perceived usefulness and perceived ease-of-use have a positive and a moderate relationship with interpersonal communication skills. Limitations of the study, implications of the findings, and suggestions for future study are also discussed.
Journal of Business and Social Review in Emerging Economies, 2019
The study aims to investigate the relationship between service quality and customer satisfaction ... more The study aims to investigate the relationship between service quality and customer satisfaction in a retail clothing company. The study utilized the SERVQUAL model to guide the study. Purposive sampling was applied in the study where quantitative (survey) method was employed with generating 140 valid responses. The data were then analyzed using Partial Least Squares Structural Equation Modelling through Smart-PLS 3.0. The results revealed that three (3) dimension of SERVQUAL (tangibles, empathy, and responsiveness) has a positive and significant relationship with customers. However, reliability and assurance yielded negative with customer satisfaction. In addition, out of the five determinants of SERVQUAL, assurance was found not significant to customer satisfaction. Conclusion, implications, and suggestions for future study are also discussed.
International Journal of Business and Society, 2019
This study aimed to examine the relationship between ethical and discretionary corporate social r... more This study aimed to examine the relationship between ethical and discretionary corporate social responsibility (CSR) dimensions with job satisfaction of employees in a Malaysian public university. A quantitative (survey) method was employed in this study, whereby questionnaires were distributed to 464 UPM staff (academic and non-academic) through multistage sampling, but with only 285 valid responses received. The data were then analysed using Pearson's Product-Moment Correlation and Multiple Regression tests using the stepwise method through the Statistical Package of Social Science (SPSS) version 22.0. Based on the findings, human rights, labour rights, environmental stewardship under ethical dimension and community driven, which categorised under discretionary dimension has positive and moderate relationships with job satisfaction. However, social reporting under the ethical dimension has a positive, but weak correlation with the job satisfaction. Besides, multiple regression analysis showed that only labour rights from the ethical dimension and community driven from the discretionary dimension were the significant predicting factors for job satisfaction. Conclusion, limitations of the study, implications of the findings, and suggestions for future study are also discussed.
Jurnal Komunikasi: Malaysian Journal of Communication, 2019
Social responsibility has emerged tremendously as an important field of study in the past decades... more Social responsibility has emerged tremendously as an important field of study in the past decades. Institutions today have realised the significance of being ethical in their operations in order to attract various stakeholders, especially the customers. However, majority of the past studies on social responsibility mainly focus on big corporations, while the influence of social responsibility practices in university remains understudied. The purpose of this study was to examine the predicting factors of University Social Responsibility (USR) practices and reputation from the students' viewpoint on one of the private higher educational institutions in Malaysia. A survey method was employed using multistage sampling. Questionnaires were distributed and generating 400 valid responses. The data were then analysed using Pearson-Product Moment Correlation and Multiple Regression test (enter method) through the Statistical Package for the Social Sciences (SPSS) version 25.0. Based on the findings, all the seven USR dimension, namely operational responsibility, stakeholder's (student) responsibility, university-firm relationship, legal responsibility, environmental values, philanthropy responsibility, and community engagement yielded positive and moderate relationships with reputation. In addition, multiple regression analysis showed that operational responsibility, university-firm relationship, philanthropy responsibility, and community engagement were the significant predicting factors that can enhance reputation in the current context. Conclusion, limitations of the study, implications of the findings, and suggestions for future study are also discussed.
Journal of Arts and Social Sciences, 2019
Corporate social responsibility (CSR) has emerged tremendously as an important field of study. Co... more Corporate social responsibility (CSR) has emerged tremendously as an important field of study. Corporations today have realized the significance of being ethical in their business operations to attract various stakeholders, especially customers. However, a majority of studies on CSR mainly focus on the different industries, while the influence of CSR practices in the coffee retail setting remains understudied. The purpose of this study is to examine the relationship between the dimensions of Triple Bottom Line (TBL) CSR practices and consumers' purchase intention in a Malaysia's branded coffee retail company. The study utilized TBL dimensions based on Elkington (1994), which comprises the economic, the environmental, and the philanthropy dimensions. A survey method was employed where questionnaires were distributed to the consumers that have experience with the particular branded coffee company based on purposive sampling. In addition, simple random sampling was used to identify the location of study which is in Kota Damansara, Petaling Jaya and generating 200 valid responses. The data were then analyzed using Pearson-Product Moment Correlation and Multiple Regression tests using the stepwise method through the Statistical Package for the Social Sciences (SPSS) version 25.0. Based on the findings, philanthropy responsibility under the TBL CSR dimension, yielded positive and moderate relationship with purchase intention. However, economic and environmental responsibilities have a positive but weak correlation with purchase intention. Multiple regression analysis showed only philanthropy and environmental responsibilities of the TBL CSR dimension were the significant predicting factors for consumers' purchase intention in the current context. The results call upon the management of the branded coffee retail company to focus on the dimensions mentioned to ensure the survival of the company in this turbulent business market. Future studies recommended that relationships between CSR, corporate image, corporate reputation, and customer loyalty need to be carried out in order to see the link between those variables.
Jurnal Pengurusan, 2019
This study aims to examine the relationship between internal corporate social responsibility (CSR... more This study aims to examine the relationship between internal corporate social responsibility (CSR) practices and job satisfaction of employees in a Malaysian banking company. The study utilised Carroll's revised pyramid of global CSR and performance model with the selected CSR dimensions developed by Mohd Hasan (2013), consisting of the best global and local CSR practices. Multistage sampling, simple random sampling and convenient sampling was used. This study employed a quantitative (survey) method, wherein questionnaires were distributed to 342 bank staff (managerial and non-managerial), but only 174 valid responses were received. The data were analysed using Pearson-Product Moment Correlation test and Multiple Regression test through the Statistical Package for the Social Sciences (SPSS) version 22.0. The findings of multiple regression analysis revealed that human rights, labour rights and compliance with certified international standards pertaining to ethical and legal aspects of internal CSR were significant predictors of job satisfaction in the current context. Conclusion, limitations, implications of the findings, and suggestions for future study are also discussed.
Journal of Arts and Social Sciences, 2019
Past empirical studies have shown that specific facets of Reputation Quotient model positively in... more Past empirical studies have shown that specific facets of Reputation Quotient model positively influenced the reputation. However, the relevance of applying the Reputation Quotient model that focuses on the university setting in developing economies is still under researched. Hence, this study aims to examine the perception of current students about the dimensions of Reputation Quotient in one of the Malaysian higher education institutions (HEIs). In particular, the study aims to find out the differences between the subscales of Reputation Quotient pertaining to products and services, social responsibility, vision and leadership, financial performance, and emotional appeal facets. Multistage sampling was employed in this study, whereby simple random sampling and convenience sampling were applied. A quantitative (survey) method was employed in this study, in which questionnaires were distributed to 383 current students (local and international), but with 378 valid responses received. The data were then analyzed using descriptive statistics and one sample T-test. Based on the findings, the current students at the public HEI have a positive view about the reputation of the university. Data revealed that the students perceived positively on the subscale of Reputation Quotient pertaining to the five facets mentioned. The results call upon the management of the public HEI to focus on the dimensions mentioned in order to enhance the good perception and images from various constituents that will increase the survival of the institution in this competitive business market.
Jurnal Kemanusiaan, 2018
This study aims to examine the job satisfaction among employees in one of the Malaysian banking i... more This study aims to examine the job satisfaction among employees in one of the Malaysian banking institutions. In particular, the study explores the differences between intrinsic and extrinsic satisfaction factors. Multistage sampling was employed in this study, whereby simple random sampling and cluster sampling were used. A quantitative (survey) method was employed in this study, in which questionnaires were distributed to 353 bank employees (managerial and non-managerial), but with only 174 valid responses received. The data were then analysed using descriptive statistics and one sample t-test through the Statistical Package for the Social Sciences (SPSS) version 22.0. Based on the findings, the employees at the banking institution were slightly satisfied with their jobs. One sample t-test revealed that the intrinsic and extrinsic satisfaction factors are significantly positive. Hence, the results call upon the management of the bank institution to foster both intrinsic and extrinsic satisfaction factors in order to enhance the employees' satisfaction that will link to the increase of the organisation's productivity.
Advanced Science Letters, 2018
The purpose of this study was to examine the relationship between dimensions of corporate social ... more The purpose of this study was to examine the relationship between dimensions of corporate social responsibility (CSR) practices and job satisfaction of employees in one of the banking companies in Malaysia. The study utilised CSR dimensions based on Carroll’s (2004) revised pyramid of global CSR and performance model and the elements that developed by Mohd Hasan (2013) based on extensive reviews of global and local CSR best practice standards. A survey method was employed using multistage sampling. Questionnaires were distributed to 353 bank staff (managerial and non-managerial), generating 174 valid responses. The data were then analysed using Pearson-Product Moment Correlation and Multiple Regression tests using the stepwise method through the Statistical Package for the Social Sciences (SPSS) version 22.0. Based on the findings, financial necessity under the economic dimension, compliance with certified international standards under legal dimension, and community driven under philanthropy dimension yielded positive and moderate relationships with job satisfaction. However, environmental stewardship and social reporting categorised within the ethical CSR dimension have a positive but weak correlation with job satisfaction. Multiple regression analysis showed only community driven from the philanthropy dimension and compliance with certified international standards from the legal dimension were the significant predicting factors for job satisfaction in the current context. Conclusion, limitations of the study, implications of the findings, and suggestions for future study are also discussed.
International Journal of Academic Research in Business and Social Sciences, 2018
The current study investigates university as an entity of organisation to explore their corporate... more The current study investigates university as an entity of organisation to explore their corporate social responsibility (CSR) practices. The unit of analysis in this study focused on employees in one of the research universities in Malaysia, namely Universiti Putra Malaysia (UPM). The purpose of this study is to identify the level of employees’ understanding on CSR practices as well as their perception on selected elements of CSR that prominently practised in university. A quantitative (survey) method and multistage sampling were employed in this study, whereby questionnaires were distributed to 464 UPM staff (academic and non-academic), with only 285 valid respondents. The respondents were selected from Social Science cluster faculties and Science cluster faculties. This study focuses primarily on descriptive statistics. The findings show that respondents have a high level of understanding about CSR and the three (3) specific dimensions, namely human rights, community driven, and labour rights have shown to be the CSR practices that perceived prominent by the UPM staff. Further study to replicate the research in different university context (public or private) in Malaysian to explore more on CSR practices by respective universities was suggested. Future studies also recommended that relationships between CSR, job satisfaction, and corporate reputation need to be carried out in order to see the link between those variables.