The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (as a second-order construct) on recovery satisfaction and customer affection; secondly, to investigate the effect of customer affection and recovery satisfaction on customer’s re-patronage...

Restaurant servicescape domain consists of physical and social aspects. Surprisingly, both aspects have been studied independently. This study aims to investigate the unanimous effects of servicescape on consumer behaviour in a full-service context (Malaysia) through the mediating and moderating...

The aims of this time-lagged study are twofold, first to identify the effect of perceived justice (as a second-order construct) on recovery satisfaction and customer affection; secondly, to investigate the effect of customer affection and recovery satisfaction on customer's re-patronage...

Malaysia has seen the merging of banks in 1999. The aim is to make the banks stronger and more stable, especially in terms of asset size. The merge will also able to give competitive advantage to the banking institutions (anchor banks) during the AFTA. Most studies proved that there is a...

This study focuses on service quality and satisfaction judgments of customers in banking institutions throughout Malaysia. The study attempts to determine the relationship between service quality and satisfaction, where service quality is the independent variable and satisfaction is the...

Purpose – This paper aims to bring a new insight by examining the satisfaction model in a more complex manner to capture the variations of the satisfaction construct better. Design/methodology/approach – The paper presents a subsequent expansion from a previous research. The methodology used...

Purpose – This study aims to investigate the effect of convenience, social needs and social influences on university students' dependency towards smartphones and the impact on future purchase behaviour in Malaysia. Design/methodology/approach – Hypotheses were tested with a random and...