Voon-Hsien Lee

The relationship between TQM, learning orientation and market performance in service organisations: an empirical analysis

The purpose of this paper is to investigate the tridimensional relationship between total quality management (TQM), learning orientation and market performance of Malaysian service firms, in which TQM is hypothesised as a platform to enhance both learning orientation and market performance of a company. Furthermore, this empirical paper also investigates whether effective learning orientation can bring about improved market performance. The sample data are collected from 146 service firms in Malaysia. To examine the relationship between TQM, learning orientation and market performance of the service organisations in Malaysia, the structural equation modelling analysis was employed. The survey evidence identified that the adoption of TQM practices in service organisations is positively and significantly related to both learning orientation and market performance. However, learning orientation did not show any significant correlation with market performance of the firm, implying that learning orientation does not provide extensive opportunities for a service organisation to attain a higher market performance. The managers of the service firms who intend to achieve organisational success through the implementation of TQM practices that support their firms learning orientation and enhance their market performance will be able to benefit from this research paper.

HRM practices and knowledge sharing: an empirical study

Purpose – The purpose of this paper is to investigate the association between human resource management (HRM) practices and knowledge sharing from the Malaysian industry context.Design/methodology/approach – The method of exploratory factor analysis and confirmatory factor analysis were employed to evaluate the reliability and validity of the measurement model. The structural equation modeling (SEM) method was applied to examine the theoretical framework.Findings – The results indicate that recruitment and selection, teamwork, training and development, and performance appraisal, showed a positive relationship with knowledge sharing, as perceived by the managers in the Malaysian manufacturing and service organizations.Research limitations/implications – The research design in this study was cross‐sectional rather than longitudinal. Hence, even though the SEM method was adopted, the interpretations of the cause‐effect‐relationship among the variables could not be determined. In this case, longitudinal resea...

A structural analysis of the relationship between TQM practices and product innovation

Summary The purpose of this paper is to examine the relationship between total quality management (TQM) practices and product innovation performance as perceived by managers in electrical and electronics (E&E) organizations in Malaysia. This study is based on empirical data collected from a survey of 125 managers of E&E firms. Structural equation modeling analysis is conducted to test the research questions presented in this paper. Results reveal that leadership, strategic planning, customer focus, information and analysis, human resource management, and process management are positively associated with product innovation performance. Information and analysis is perceived as a dominant TQM practice in improving firms performance on product innovation. This analysis is especially vital for senior managers of E&E companies who want to establish innovation capability. Senior managers can focus their efforts on TQM practices as means of maximizing organizational gains via product innovation in the context of a competitive environment.

A structural equation model of TQM, market orientation and service quality

Purpose – The purpose of this paper is to examine the relationship between total quality management (TQM), market orientation and service quality in the Malaysian service industry.Design/methodology/approach – Data from 150 service firms were collected. Structural equation modeling was employed in this study to examine the associations between TQM, market orientation and service quality.Findings – This study provides empirical evidence and confirms findings obtained from previous studies that TQM has a positive and significant relationship with both market orientation and service quality. Moreover, it was discovered that market orientation is also significantly related to service quality.Research limitations/implications – This research study implies that if firms are not able to comprehend the importance of TQM dimensions, by which the different dimensions of it can influence a firms performance, they may not succeed in harvesting the full value of market orientation and service quality. Meanwhile, the ...

What catalyses mobile apps usage intention: an empirical analysis

– Considering the lack of understanding of the mobile applications (mobile apps) market and low usage rates among Malaysians, Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) was adapted to investigate the determinants of consumer behavioural intention (BI) to use mobile apps. , – A total of 288 sample data was collected and analysed using partial least square equation modelling (PLS-SEM) method. , – All of UTAUT2 constructs (i.e. performance expectancy, effort expectancy, facilitating conditions, hedonic motivation, and habit), except for price value and social influence, significantly relate with BI to use mobile applications. Habit was reported to have the strongest influence. Gender and educational level were found to be insignificant moderators. , – Mobile application developers could have better understanding on users’ needs and intention, based on the findings. , – In order to shed light on current problems, and there is a dearth in relevant studies which could resolve the issue, this paper contributes the necessary knowledge on mobile apps acceptance to developers. Educational level was added into UTAUT2 as a moderator in addition to gender.

Knowledge management: a key determinant in advancing technological innovation?

Purpose – This paper purports to analyze the relationship between knowledge management (KM) and technological innovation in the Malaysian manufacturing sector. Furthermore, the interrelationships between the KM dimensions will also be investigated. Design/methodology/approach – Survey data from 162 manufacturing firms were obtained. Multiple linear regression and neural network analysis were performed in this study to examine the relationships between KM and technological innovation; as well as the interrelationships between KM practices themselves. Findings – This research study provides empirical evidence and confirms the results of past researchers that KM practices (i.e. knowledge sharing, knowledge application and knowledge storage) are positively and significantly related to technological innovation (i.e. product and process innovation). Moreover, it is also discovered that the interrelationships between the KM dimensions are positive and significant. Research limitations/implications – This researc...

An SEM-artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline

The study examines the effects of SERVPERF on customer satisfaction and loyalty.A comparison between full service and low cost carriers is conducted.A predictive analytic approach via SEM-artificial-neural-networks is engaged.Multiple group analysis is used to assess the group invariance.63.1% and 55.6% of variance in customer satisfaction and loyalty are explained. There is a dearth of studies pertaining to the influence of SERVPERF on customer satisfaction and customer loyalty among low cost and full service airlines. Prior studies have measured service quality using the GAP-5 model with SERVQUAL; however this study offers a new perspective by using the SERVPERF with an SEM-artificial-neural-networks predictive analytic approach. This is different from the previous studies as it contributes to application of expert systems and intelligent algorithms in the context of low cost and full service airline. The findings revealed significant influences of SERVPERF dimensions on customer satisfaction towards customer loyalty with 63.1% and 55.6% variance explained. The implications from this research may help CEOs and managers of the air travel and tourism industry players to make better decisions in their resource planning stage, at the same time improving customer satisfaction and loyalty.

A structural analysis of greening the supplier, environmental performance and competitive advantage

A clear research need has been identified to confirm the structural relationships between greening the supplier, enhanced environmental performance and improved competitive advantage, to provide an impetus for firms to green their suppliers. A mail survey was conducted and empirical data of 119 ISO 14001 manufacturing firms in Malaysia was gathered for this study. Structural equation modelling technique was applied in this research article. Results from the analysis, reveal the existence of a positive and significant linkage between green suppliers with both environmental performance and competitive advantage. At the same time, environmental performance has also been shown to positively and significantly affect competitive advantage; while environmental performance plays a partial mediating role between greening the supplier and competitiveness. Such significant finding is especially essential for the manufacturing sector registered with ISO 14001 who intend to enhance their environmental performance and carve a niche competitive edge in the business arena.

Does TQM improve employees’ quality of work life? Empirical evidence from Malaysia's manufacturing firms

Quality of work life (QWL) has recently received surmountable attention, but many of the past studies lack in conceptual analysis and empirical evidence. This article is believed to be one of the first few empirical studies investigating the relationship between total quality management (TQM) practices and employees’ QWL in relation to the Malaysian ISO9001 certified manufacturing firms. The proposed framework was tested on a sample of 202 firms using the structural equation modelling technique. The survey evidence identified that leadership, process management, information and analysis and customer focus have an impact on employees’ QWL. However, human resource management and strategic planning did not show any significant correlation with employees’ QWL, implying that both variables do not provide extensive opportunities for employees to achieve a better balance in both work and life. This research evidence has given managers a better comprehension on the relevant TQM practices to be adopted to improve employees’ QWL. Hence, greater TQM implementation can ensure a higher QWL, and this serves as a competitive edge, ensuring organisational success.

Can competitive advantage be achieved through knowledge management? A case study on SMEs

A tripartite model in context of Malaysian SMEs using PLS-SEM-ANN analysis.Knowledge management and competitive advantage mediated by technological innovation.KM and TI spending are directly proportional to each other.KM spending, especially on knowledge dissemination, may lead to stronger CA. Unlike most Knowledge Management (KM) studies which focus on large enterprises, this study focuses on SMEs in Malaysia which represent 99.2% of the total business establishments, the largest percentage of establishments in the country. The tridimensional relationship between KM practices, technological innovation (TI) and competitive advantage (CA) was examined in this case study. Survey approach was conducted to gather data from managers of the manufacturing SMEs and 195 samples were usable for statistical analysis using Partial-Least-Square Structural Equation Modeling (PLS-SEM)-Artificial Neural Network (ANN). The use of the combined PLS-SEM and ANN analysis can provide a significant methodological contribution and substantial impacts to the world of expert and intelligent systems and could be the next methodological research paradigm. Findings validated that KM has a direct positive and significant relation with both TI and CA; while TI positively and significantly affects CA. Most outstandingly, the mediating role of TI that connects KM and CA has been proven to be positive and significant. This paper utilizes samples that were collected from Malaysian SMEs only; therefore the findings cannot be generalized to represent the larger firms. Nevertheless, conclusions garnered from the present research can help both practitioners of the manufacturing SMEs and scholars in implementing the correct KM strategies, so that both TI and CA can be enhanced and improved.