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 Bumiputera (Native of Malaysia) entrepreneurs as the growth of entrepreneurial activity has not been in tandem with the pace of the overall development of the nation. Hence, this study seeks to identify factors leading to success and failure so that Bumiputera entrepreneurs can prevent failure by correcting problems, and appreciate what it takes to succeed. Ultimately, a framework of success is proposed as a comprehensive tool to enhance their survival in a competitive global economy. Design/methodology/approach -A survey instrument was used, and a total of 1,500 Bumiputera entrepreneurs participated, covering all the states in Malaysia. Findings -The findings confirmed that eight factors are vital to the success of Bumiputera entrepreneurs. In rank order of importance, these factors are advancement drive, achievement oriented, commitment, decision-making ability, managing risk, tenacity, networking, and optimism. As for the factors leading to the failure of Bumiputera entrepreneurs, inability to compete, lack of competency and capital, customer-related problems, employee-related problems, unfavourable economic conditions, bureaucracy, supplier discrimination, and negative community attitudes were found to be crucial. Originality/value -The paper develops a framework to aid the success of Bumiputera entrepreneurs in Malaysia.
PurposeThis 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/approachA 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.FindingsA 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 quality dimension within the banking sector. The overall weighted BSQ Index of 4.00 implies that banking customers are generally pleased with the quality of services rendered by banking institutions.Practical implicationsThe new Bank Service Quality Index (BSQ Index) is expected to be an important complement to traditional measures of economic performance, providing useful information to the banking institutions, shareholders, investors, government regulators, and customers. This composite index shall become an indicator reflecting the level of service quality in the banking institutions.Originality/valueThe results from the current study are crucial because previous studies have produced scales that bear a resemblance to SERVQUAL, a generic measure of service quality, which may not be totally adequate to assess the perceived quality in the banking sector. Thus, the present study captured customers' evaluation of service quality in a 29‐item questionnaire exclusively adapted to the unique nature of the banking sector.
Abstract. Today's foodservice industry management must place a high priority on understanding the growing markets resulting from rapid urbanization and rising numbers of tourists. This industry has a huge impact on the global economy but it is affected by customers' ever-changing preferences. Managers need to gain and sustain strategic advantage in this highly competitive industry, thus a local customer preference assessment is crucial. This paper presents the dimensions of customer preference in the food service industry, tested empirically for unidimensionality, reliability and validity using both exploratory and confirmatory factor analysis. A 30-item questionnaire was designed and distributed to 1000 foodservice customers, yielding a response rate of 64.2%. Factorial analysis confirmed five dimensions of customer preference, and using multiple regression, their order of importance are Halal (permissible in Islam), Price, Quality of Service, Branding and Tangibles. Knowing these dimensions relative influence may result in better allocation of resources for effective service delivery.
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