Jamil Hamali

Bank Service Quality (BSQ) Index

Purpose – This study aims to design and validate a new measuring instrument of service quality, and ultimately to establish a national service quality index for the banking sector. The primary contribution is the insight offered regarding what factors affect service quality and the BSQ Index, a national indicator reflecting the level of service quality within the banking sector.Design/methodology/approach – A total of 3380 questionnaires were distributed to the customers of 21 commercial and Islamic banks, of which only 1,519 were deemed usable, yielding a response rate of 44.9 per cent. The proposed 29‐item instrument has been empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis.Findings – A factorial analysis suggests that service quality has three dimensions namely “Systemization”, “Reliable Communication” and “Responsiveness”, and subsequent multiple regression analysis revealed that “Systemization” is the most important service qua...

Developing a framework of success of Bumiputera entrepreneurs

Purpose - Entrepreneurship in developing countries is arguably the least studied significant economic and social phenomenon. Previous studies focused on describing the attributes of entrepreneurship rather than providing a framework, in which entrepreneurs and policy makers alike can rationally plan and execute innovative business models. Current issues facing Malaysian entrepreneurs include low level of technology, lack of innovation through research and development, low working capital, and of highly domestic orientations. This led to a lack of resilience and efficiency among the entrepreneurs, thus rendering them ill-equipped to compete globally. This adverse scenario is increasingly apparent among Design/methodology/approach - A survey instrument was used, and a total of 1,500 Findings - The findings confirmed that eight factors are vital to the success of Originality/value - The paper develops a framework to aid the success of

Developing a service culture-value chain for hospitals

This paper presents the empirical findings of a nation-wide survey to develop a multi-item scale for service culture and linked it to the various consequences from the employee’s and patient’s perspective. The qualitative and quantitative techniques were employment. The Focus Groups was conducted, then a nation-wide mail survey (more than 250 hospitals covered, employee questionnaire with n=1558). The scale development analysis process included various evaluations on the psychometric properties of the scale and AMOS software was used. The Exploratory Factor Analysis and structural equation modeling processes found that 21-item HospiSE scale was made up of three dimensions (i.e., Employee, Patient and Competitor orientations). The results of the measurement modelling process indicated that the multi-item measure has an overall good fit (e.g. GFI = 0.93, CFI = 0.917). The measure was found to be reliable and valid. It was also positively related with employee-perceived service quality and satisfaction. Besides, at the organizational level the findings indicated that service culture has a potential positive association with the patient-perceived service quality of the hospitals A new service culture-value chain was engineered for the benefits of hospitals.

WebServ Index: An indicator for visitor-perceived website service quality in Malaysia

This paper presents the development of a measurement index called WebServ Index. The proposed index is developed based on an empirical research of visitor-perceived website service quality for Malaysian corporate websites. The survey data were collected using structure questionnaire from the respondents, assessing the randomly selected websites of Malaysian public-listed companies. The scale development process which employed the exploratory and confirmatory factor analyses found six dimensions of website service quality. Psychometric properties (reliability and validity) of the measure were satisfactory. The measurement scale indicated good fit indices. Thereafter, it was used to compute the WebServ Index, an indicator from the visitors perspective for evaluating the website service quality.