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The purpose of this paper is to examine the dimensions of service quality (SERVQUAL) from the perspective of the customers and its relationships with perceived overall SERVQUAL in retail banking and also investigate the relationships between perceived overall SERVQUAL and customer trust, customer satisfaction, and bank reputation.

A survey questionnaire was constructed, and data were collected from 375 regular customers of local banks. The convenience sampling method was employed to collect data from existing customers of local banks operating in the Klang Valley area of Malaysia. Structural equation modelling was applied to analyse the data.

The results of the study indicate four key dimensions of SERVQUAL – tangibles, empathy, reliability and security, and internet banking – all of which are significantly and positively related to customers’ perceived overall SERVQUAL. Internet banking facilities are another significant determinant of the perceived overall SERVQUAL. The results are indicative of the strong and positive effect upon customer satisfaction, their trust in the bank, and, finally, a bank’s reputation.

This study has presented and tested empirical study of perceived overall SERVQUAL model in the banking industry, particularly in the Malaysian context. This research identified the dimensions of SERVQUAL (i.e. tangibles, empathy, reliability and security, and internet banking) that influence the overall perceived SERVQUAL, and how these overall perceptions will eventually influence customer trust, customer satisfaction, and bank reputation is valid and reliable in retail banking industry. This study, however, only focussed on the banking industry. Given the diversity of the service industry, these findings may have to be tested for the applicability to different service industries in future studies.

This research is useful to bank managers as it helps them improve SERVQUAL to protect and expand their respective market share in a highly competitive industry. Banks could utilise the results of this study to improve their service tangibility, empathy, reliability, and security, which will affect both customer trust and satisfaction, and enhance a bank’s reputation.

The findings of specific dimensions of SERVQUAL will contribute to customer perception of banks’ image and reputation, and strengthen trust and satisfaction. Moreover, assisting customers towards the understanding of how they should received high quality of services with regard to quality should be perceived as emphatic, reliable, secured and tangibility of service.

The findings of this study highlight the specific dimensionalities of SERVQUAL in influencing the perceived overall SERVQUAL. This study will increase the understanding on the impact of perceived overall SERVQUAL on consumer trust, customer satisfaction, and a bank’s reputation. Specifically, it reports an empirical study of a model of perceived overall SERVQUAL that simultaneously considers the direct effects of perceived overall SERVQUAL on customer trust, customer satisfaction and bank reputation.

There is a lack of empirical-based models derived from practice to explain the digital innovation process. The authors investigate how the digital innovation process unfolds in practice.

The authors undertake an exploratory and phenomenological study of 21 Malaysian small and medium enterprises (SMEs) in the information and communication technology (ICT) sector.

The findings show that the delineation between digital innovation process and outcome is blurred in practice, due to the process' iterative nature. Under this process, customers' role has changed from being passive receivers of innovative products to active reviewers, testers, influential decision-makers, initiators and co-creators at different review points in the innovation process. Enterprises' role has expanded from being the initiator of the innovation process to being a cogitative actor by seeking and absorbing knowledge from customer reviews into the digital innovation process. Market analysis is often the initiator of the digital innovation process, and the findings shed light on the underlying causative mechanisms of the initiation stage, which are understudied and not well understood in the existing literature.

The study contributes to academic knowledge by answering scholars' call for developing third-generation practice-based innovation models, which accounts for enterprises' context-specificities and internal and external environments, and for exploring the suitability of the need–solution fit approach for the digital innovation process. Such models have only been conceptually advocated in the literature. The study also informs practitioners on the organizational and operational activities involved in managing and strategizing for the digital innovation process.

Though halal-related services have been discussed in tourism services literature, exploratory study in this area is not enough, particularly in non-Muslim tourists’ perspectives. This study aims to investigate the impact of non-Muslim tourists’ perceptions of halal products or services on their loyalty of intention for halal tourism destination.

Structured questionnaires are used for collecting data from non-Muslim tourists. SmartPLS is used in this study for data analysis.

The results find that banning non-halal services and implementing halal food product services are significantly related to trip experience and trip value. General halal services are positively related to trip value, whereas trip experience is not associated with it. In addition, trip experience and trip value have a significant impact on satisfaction. The results also find that tourists’ loyalty intention is attributed to satisfaction of non-Muslim tourists. `

The study reveals new insight into halal tourism in the perspective of non-Muslim tourists’ halal products or service toward their future travel to halal destination. The contribution of this study is important for tourism operators, managers and marketers of destination tourism with a direct/indirect leadership to improve the tourism destination for non-Muslim tourists’ perceptions.

尽管旅游服务文献中讨论了与清真相关的服务, 但在这一领域进行的探索性研究还不够, 尤其是从非穆斯林游客的角度。这项研究调查了非穆斯林游客对清真产品或服务的感知对其清真旅游目的地忠诚度的影响。

结构性问卷用于从非穆斯林游客中收集数据。本研究中使用SmartPLS软件进行数据分析。

结构分析的结果发现, 禁止非清真服务和清真食品服务与旅行体验和旅行价值显著相关。普通的清真服务与旅行价值成正相关, 而旅行体验却与此无关。另外, 旅行体验和旅行价值对满意度有重要影响。结果还发现, 游客的忠诚度归因于非穆斯林游客的满意度。

该研究从非穆斯林游客的清真产品或服务出发, 为他们未来前往清真目的地提供了清真旅游的新见解。对于直接/间接领导以改善非穆斯林游客感知的旅游目的地的旅游经营者、目的地旅游管理者和营销者而言, 这项研究的贡献非常重要。

– Aunque existen estudios que tratan sobre los servicios relacionados con el halal en la literatura de servicios turísticos, el estudio exploratorio en esta área no es suficiente, particularmente desde las perspectivas de los turistas no musulmanes. Este estudio investiga el impacto de los productos o servicios halal sobre las percepciones de los turistas no musulmanes en su intención de lealtad hacia el destino de turismo halal.

– Los cuestionarios estructurales se utilizan para recopilar datos de turistas no musulmanes. SmartPLS se utiliza en este estudio para el análisis de datos.

– Los resultados del análisis estructural encuentran que prohibir los servicios no halal y los servicios de productos alimenticios halal, están significativamente relacionados con la experiencia y el valor del viaje. Los servicios halal generales están positivamente relacionados con el valor del viaje, mientras que la experiencia del viaje no se asoció con él. Además, la experiencia y el valor del viaje tienen un impacto significativo en la satisfacción. Los resultados, también encontraron que la intención de lealtad de los turistas se atribuye a la satisfacción de los turistas no musulmanes.

– El estudio revela una nueva visión hacía el turismo halal, desde la perspectiva del turista no musulmán hacía los productos o servicios halal, en su futuro viaje a un destino halal. La contribución de este estudio es importante para los operadores turísticos, gerentes y comercializadores del turismo de destino con liderazgo directo/indirecto para mejorar el destino turístico de las percepciones de los turistas no musulmanes.

The purpose of this paper is to explore technology acceptance and use behavior of IS innovations by entrepreneurs. To measure the perception of IS innovations by entrepreneurs the authors review unified theory of acceptance and use of technology and the entrepreneurial potential model, empirically compare the two models, develop a new model that integrates elements from the two models, and then empirically validate the new model (technology adoption decision and use (TADU)) in a technology acceptance context.

The data used to test the hypothesis are collected from 1,200 entrepreneurs in Malaysia. The research model was analyzed using structural equation modeling.

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.

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.

This study proposes a TADU model 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.

This paper aims to examine challenges and prospects of the Malaysian Islamic medical tourism sector and suggests strategies to leverage the strengths and opportunities as well as overcome the weaknesses and threats.

A series of semi-structured interviews were conducted with the Islamic hospital managers. Information collected was transcribed and content analysis was used to group the variables into the four SWOT categories.

The SWOT analysis identified several strengths (e.g. great hospitality, country’s characteristics and development of Islamic compliant hospital), weaknesses (e.g. low international certifications), opportunities (e.g. growing Muslim populations, Sept 11 incidence) and threats (e.g. competition from major medical tourism market and non-uniformity of Islamic medical tourism standards).

This paper could provide understanding of the sector and fundamental on the Islamic medical tourism market. Yet the SWOT analysis does not indicate how to achieve competitive advantage and result may become obsolete, with the dynamic environments.

This paper could serve as a guideline for the industry stakeholders to have better understanding in their business environment.

This paper is the first of its kind to integrate SWOT analysis and Islamic medical tourism industry. Hence, the findings could broaden knowledge on Islamic medical tourism industry and facilitate firms in tapping the growing market.

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.

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.

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.

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.

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 social media use is not necessarily dysfunctional. User education for self-regulation of YouTube use is recommended.

This study aims to explore the most salient contributors to residents' support for tourism. As such, the authors measure residents' fear and risk of coronavirus disease 2019 (COVID-19) and residents' animosity towards tourists as predictors of attitudinal, intentional and behavioural support for tourism in China, Malaysia, Kazakhstan and Iran.

An online survey of 1,318 respondents across four countries was conducted, with data analysed using structural equation modelling.

This study shows that residents' perceptions about tourism development vary in different countries based on the impact of COVID-19, even though some factors, such as perceived risk and fear of COVID-19, have a similar effect on residents' attitudes and intentions to support tourism.

Only residents from four countries participated due to the collaborative effort of researchers from these specific countries.

Insight into residents' perceptions and responses to COVID-19 can aid policymakers and managers in developing effective crisis recovery strategies.

The data from this study can serve as a foundation for future research to examine residents' attitudes and support towards tourism during the post-COVID-19 period.

Unlocking the unrevealing of residents' perceptions and coping mechanisms towards tourists during the pandemic, this research shines a light on their crucial role in the revival of the tourism industry. With an exclusive focus on residents' attitudes and behaviours, this study stands out amongst the few that delve into this crucial aspect of post-pandemic recovery.

This study illustrates the experience of scholar–practitioner collaboration for data-driven decision-making through the problematic of optimizing facility locations and minimizing logistics costs for La Palette Rouge (LPR) of Portugal.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.