PurposeThe purpose of this paper is to examine the relationship between operational risk management and customer complaints. It also determines whether product complexity moderates the relationship between the operational risk management and customer complaints.Design/methodology/approachThis study utilizes a quantitative method: quantitative data were collected using a questionnaire. The population of this study is 1,845 local conventional bank branches based in Malaysia.FindingsThe findings revealed that components of operational risk management, namely practice of hazard identification and formulation of implementation of risk control, have negative and significant relationships with customer complaints. Empirical evidence confirmed the moderating effects of product complexity on the relationship between operational risk management and customer complaints.Originality/valueFrom the perspective of developing countries, the main contribution of this study is the elucidation of the effect of operational risk management on customer complaints in commercial banks in Malaysia. This study confirmed the usability of the resource-based view theory in the banking industry, as well as operational risk management as a bank resource.
Industry 4.0 is revolutionizing the way companies work and integrate enabling technologies, including the internet of things (IoT), cloud computing, analytics, and AI and machine learning, to the production facilities and entire operations or on delivering their services. Advanced sensors, embedded software, and robotics are used in smart factories to collect and analyze data, allowing for better decision-making by more predictive analysis. Furthermore, the COVID-19 pandemic posed challenges to the society to adapt to a new reality. While the rest of the world searches for answers, Industry 4.0 technology has become a vital component of how we survived the pandemic and how we will survive in the post-pandemic future. The main purpose of this chapter is to understand the future and reality of jobs in IR 4.0. There are several ways IR 4.0 will reinvent jobs in the future. For the readers, the authors divided the chapter into the following sections: “How IR 4.0 Reinvents Jobs,” “Types of Jobs in IR 4.0,” and “Conclusion.”
is very important and needs to be focused on to reduce the poverty rate in our country. Knowledge and exposure related to the field of entrepreneurship must be applied from the beginning of school education because it greatly helps the development of successful entrepreneurs among asnaf families. Many of the asnaf families send their children to study at Institutions of Higher Education (IPT) and have been given an education in the field of entrepreneurship. Therefore, this study was conducted to identify the demographic factors that influence the entrepreneurial intention of asnaf students in the field of entrepreneurship through an online questionnaire. This study involved a total of 369 students in the asnaf category at Universiti Utara Malaysia. The study results show that these asnaf students have a high entrepreneurial intention with an average of 4.67 and a standard deviation of 1.46. This demonstrates that asnaf students have a significant favourable intention toward the entrepreneurship. Male students had stronger entrepreneurial intentions than female students. Diploma graduate students are more entrepreneurial intentions than STPM graduate students, who are followed by SPM graduate students. The survey also discovered that individuals with business experience, their own firm, and aim to be entrepreneurs after graduation have higher entrepreneurial intentions.
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