Effective management of collaborative relationships requires an in-depth understanding of constructs contributing to the performance of the collaborating firms. Using structural equation modelling (SEM) approach, we explored the interfirm relational capital leading to more successful strategic...

This paper examines the extent of end-user satisfaction on the service delivery process by the Royal Malaysian Customs (RMC) as the agency moves toward implementing electronic government (e-government) initiatives. The RMC has in fact been identified as one of the prominent and...

Purpose – The purpose of this paper is to compare the criteria used among Islamic Indices, specifically between the Kuala Lumpur Stock Exchange Shari'ah Index (KLSESI) and the Dow Jones Islamic Market Index (DJIM) in screening a permissible company for investment purposes. The two...

In this paper, we present our findings to develop an understanding of the effect of website usability, customer satisfaction on loyalty and positive Word-of-Mouth (WOM) as a means of referral. A survey was conducted among 220 internet banking users in Malaysia who represented the main banking...

The purpose of this paper is to measure e-statement quality impact on customer satisfaction and loyalty, using a convenient sample from e-statement end-users in West Malaysia. Linear regression-stepwise technique was used to realise the objective of the study. Results show that customer...

Customer satisfaction has been found to be multi-dimensional, with four service quality factors, namely criticals, satisfiers, dissatisfiers and neutrals. Many methods, among them the critical incident technique and content analysis of complaints and compliments, have been used to identify its...