Purpose – The purpose of this paper is to examine the impact of PAKSERV measures on customer satisfaction and loyalty in the Malaysian Islamic banking context. Design/methodology/approach – The dimensionality of the PAKSERV scale is examined with confirmatory factor analysis. A survey approach is adopted to collect data from 300 Islamic banking customers in Kuching, Malaysia. Findings – Results reveal an excellent model fit for the PAKSERV scale in collectivist cultural context of Malaysia. All dimensions of PAKSERV are validated except reliability. The issue of non-validity of the reliability dimension in an Islamic banking context is explained by extant literature. Practical implications – Islamic banks are recommended to focus on all the PAKSERV scale dimensions to impart service quality. Given a collectivist cultural setting, a “network marketing” approach is recommended to maintain a desirable level of customer satisfaction and loyalty. Originality/value – The PAKSERV scale has been employed for the first time to investigate the service quality-loyalty path in a collectivist cultural context. The validity of the PAKSERV scale has been operationalized for the first time in a collectivist cultural context.

Purpose – The purpose of this paper is to test the extended theory of planned behaviour (TPB) model to investigate money donation intentions and behaviour. Furthermore, the applicability of an extended TPB model is tested for the first time in a collectivist culture. Design/methodology/approach – The data have been collected from 221 people living in the city of Kuala Lampur through a questionnaire based on extended TPB model. The data have been analysed through employing structural equation modelling (SEM) procedures to extract meaningful conclusions. Findings – The results depict an excellent fit to the extended TPB model. The past behaviour, injunctive norms, and intentions to donate positively contribute towards actual behaviour to donate money. Attitude, self-reported behaviour, descriptive norms, and moral norms do not significantly contribute to intentions to donate money. Practical implications – Managers of charitable organisations are struggling to attract customers who can actively donate money in response to various fundraising campaigns. This study will provide some useful strategies to help managers in attracting and retaining customers for life. Originality/value – Research studies performed to investigate money donation intentions and behaviour are scarce where current research fills this knowledge gap by presenting a developing country perspective. In addition to that, extended TPB model to investigate money donation intentions and behaviour has never been refuted through SEM procedures.

Brand equity do Forte Lahore como uma marca de destino turístico Brand equity del Fuerte Lahore como una marca de destino turístico ABSTRACTStudies that measure the brand equity of destination brands by using the Customer-Based Brand Equity (CBBE) model in a developing country context are scarce. The present study investigates the destination brand equity of the Lahore Fort by employing the CBBE model in a developing country context of Pakistan. Following the positivist tradition, we adopted a survey-based approach to collect data from 237 tourists visiting the Lahore Fort. Data were collected through a questionnaire developed to explain the relationship of brand awareness, brand image, brand association, and brand loyalty with Lahore Fort's overall brand equity. We used various robust statistical techniques such as correlation, regression and confirmatory factor analysis (using PLS method) to reach meaningful conclusions and found that brand image and brand associations positively contribute to brand loyalty. Furthermore, brand loyalty significantly contributes towards overall brand equity. Pragmatically, this study measures the customer based brand equity of the Lahore Fort, a destination brand. The results are useful as they suggest a few strategies that can help policy makers to enhance Lahore Fort's brand performance.KEYWORDS | Customer-based brand equity, destination-branding, Lahore Fort, brand equity, Pakistan. RESUMO RAE-Revista de Administração de Empresas | FGV-EAESP

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The outbreak of COVID-19 has caused the Malaysian Government to take several steps towards the implementation of Movement Control Order (MCO). According to Bank Negara Malaysia, the implementation of MCO affects the national income with the estimated economic growth of Malaysia in 2020 which is expected to be around -2% to 0.5%. The effects of MCO due to COVID-19 not only affects the macro level but at micro level as well, especially those group of households. The group of households were expected to face high economic risk and directly affect their consumption patterns during the implementation of MCO. This study will analyze the pattern of households’ consumption in Malaysia based on different income groups which is B40 and M40 during the implementation of MCO due to the spread of COVID-19 pandemic. The findings show that the groups of household experienced changes in daily consumption patterns after the implementation of MCO. In addition, due to insufficient savings, this has caused the households stay anxious of their consumption especially if the MCO is further extended for longer period.