Sarina Muhamad Noor

Firms' absorptive capacity and technology compatibility in transferred technology

Absorptive capacity and technological compatibility are among the many elements that facilitate the transference of technology. However, studies that discussed absorptive capacity overlooked most elements that have been suggested to comprise the construct. In addition, studies on technology transfer have also not integrated both the firms capacity to absorb the technology and the appropriateness of the technology, even though both are seen as important to ensure the success of technology transfer. This study used data collected from Malaysian manufacturing firms to determine the relationship between absorptive capacity, technological compatibility and technology transfer performance. The results in multiple regression tests indicated that these variables contributed in explaining the transfer stage.

Role of Management and Employees in Customer Focused Organizations

Customer focus is vital for every organization in delivering a superior customer experience. Several studies found that an effective communication, strong management commitment, and opportunity to learn are factors that affect employees’ ability to provide satisfactory services. In addition, customer focus is one of the pillars under quality management that lead into customer satisfaction. Customers’ needs are typically being neglected in the study of the quality movement. Therefore, this research was conducted at three private service providers to ascertain the relationship among management commitment, quality improvement, and employee’s skill toward customer focus initiatives. A set of questionnaires was administered to 162 workers in these service sectors. Results indicate that management commitment and quality improvement have a significant relationship with a customer focus. However, only management commitment and quality improvement explain customer focus in these firms. This research concludes with several suggestions for the improvement of private service providers, especially in their effort to focus more on customer’s satisfaction.

Service Quality and Customer Satisfaction in a Natural Monopoly Company

One of the parameters used by businesses to measure their performance is through quality of services. Many studies were conducted in this area; however, few have investigated the situations in a natural monopoly organization. This study intends to determine the level of service quality at a government-linked company that provides electricity to Malaysian consumers. In addition, this study also looks at the service quality factors that contribute in explaining the customer satisfaction at the particular organization. Using a combined dimension that investigated the service delivery process, a survey was conducted to 385 customers in the northern state of Malaysia. Results indicate an average level of service quality was administered to the customer. However, there is a high predictive power among the studied variables with customer satisfaction. The result suggests training for employees must involve elements of respecting and acknowledging customers as their main shareholders.

The moderating role of firms’ structure during the implementation stage of technology transfer in Malaysia

Technology transfer helps countries to benefit from advanced technology without having to make huge investment in R&D. However, the transferred technology can work well only with appropriate absorptive capacity. In addition, a firm’s structure plays a very important role in the relationship between absorptive capacity and technology transfer as it dictates the flow of information and work assignment. This study attempts to fill the gap left by previous studies as they tend to overlook the role of a firm’s structure in moderating the relationship between absorptive capacity and the transferred technology. The study was conducted at electrical and electronic manufacturing firms in Malaysia. A multiple hierarchical regressions method was used to identify the moderating effect. The findings suggest that decision-making and formalisation was a pure moderator in the absorptive capacity and technology transfer performance relationship. Hence, management should consider the firm’s structure before they embark on transferring any technologies.