Author
Ahamad Zaidi Bahari
Bio: Ahamad Zaidi Bahari is an academic researcher from Universiti Teknologi Malaysia. The author has contributed to research in topics: The Internet & Customer satisfaction. The author has an hindex of 5, co-authored 10 publications receiving 217 citations.
Papers
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TL;DR: In this paper, the authors assessed the use of E-SERVQUAL scale to construct e-Service Quality (e-SQ) for internet banking services and examined the effect of e-SQL on e-Customer Satisfaction (eCS).
145 citations
TL;DR: In this paper, the authors examined the effects of Computer Self-Efficacy (CSE) and extended Technology Acceptance Model (TAM) on the Behavioural Intention (BI) to use the internet banking systems.
69 citations
06 Jun 2013
TL;DR: In this article, a conceptual framework of 24 items of five factors was constructed to determine web-based factors affecting online purchasing behavior of ICT professional in Malaysia, including information quality, quick and details, and privacy/security.
Abstract: The growing use of internet and online purchasing among young consumers in Malaysia provides a huge prospect in e-commerce market, specifically for B2C segment. In this market, if E-marketers know the web-based factors affecting online buyers' behaviour, and the effect of these factors on behaviour of online consumers, then they can develop their marketing strategies to convert potential customers into active one, while retaining existing online customers. Review of previous studies related to the online purchasing behaviour in B2C market has point out that the conceptualization and empirical validation of the online purchasing behaviour of Information and Communication Technology (ICT) literate users, or ICT professional, in Malaysia has not been clearly addressed. This paper focuses on (i) web-based factors which online buyers (ICT professional) keep in mind while shopping online; and (ii) the effect of web-based factors on online purchasing behaviour. Based on the extensive literature review, a conceptual framework of 24 items of five factors was constructed to determine web-based factors affecting online purchasing behaviour of ICT professional. Analysis of data was performed based on the 310 questionnaires, which were collected using a stratified random sampling method, from ICT undergraduate students in a public university in Malaysia. The Exploratory factor analysis performed showed that five factors affecting online purchase behaviour are Information Quality, Fulfilment/Reliability/Customer Service, Website Design, Quick and Details, and Privacy/Security. The result of Multiple Regression Analysis indicated that Information Quality, Quick and Details, and Privacy/Security affect positively online purchase behaviour. The results provide a usable model for measuring web-based factors affecting buyers' online purchase behaviour in B2C market, as well as for online shopping companies to focus on the factors that will increase customers' online purchase.
14 citations
16 Nov 2018
TL;DR: In this article, a set of questionnaire have been designed by the researcher and it has been distributed by using Stratified Random Sampling method and the data were analyzed by using PASW version 18.0.
Abstract: This research was conducted to identify the critical success factor of total quality management (TQM) implementation in higher education. The critical success factors of TQM are management commitment and leadership; continuous improvement; total customer satisfaction; employee involvement; training; communication and teamwork. A set of questionnaire have been designed by the researcher and it has been distributed by using Stratified Random Sampling method and the data were analyzed by using PASW version 18.0. Descriptive analysis has been used such as mean, percentage and frequency. Meanwhile inferential analysis was also used to identify the relationship between critical success factors of TQM. The finding revealed that there is a relationship between TQM critical success factors and performance measurement. Besides that, implementations of TQM improve the performance measurement. Researcher has selected staff commitment, customer satisfaction and mission achievement as a predictor for TQM implementation.
13 citations
01 May 2016
TL;DR: In this paper, the authors review the relationship between TQM and employee performance and propose a set of critical success factors to measure employee performance in automotive industry, which can be used to evaluate the performance of a worker.
Abstract: TQM is a management philosophy embracing all activities through which the needs and expectations of the customer and the community and the goals of the companies are satisfied in the most efficient and cost effective way by maximizing the potential of all workers in a continuing drive for total quality improvement. TQM is very important to the company especially in automotive industry in order for them to survive in the competitive global market. The main objective of this study is to review a relationship between TQM and employee performance. Authors review updated literature on TQM study with two main targets: (a) evolution of TQM considering as a set of practice, (b) and its impacts to employee performance. Therefore, two research questions are proposed in order to review TQM constructs and employee performance measure: (a) Is the set of critical success factors associated with TQM valid as a whole? (b) What is the critical success factors should be considered to measure employee performance in automotive industry?
12 citations
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TL;DR: Deming's theory of management based on the 14 Points for Management is described in Out of the Crisis, originally published in 1982 as mentioned in this paper, where he explains the principles of management transformation and how to apply them.
Abstract: According to W. Edwards Deming, American companies require nothing less than a transformation of management style and of governmental relations with industry. In Out of the Crisis, originally published in 1982, Deming offers a theory of management based on his famous 14 Points for Management. Management's failure to plan for the future, he claims, brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to stay in business, protect investment, ensure future dividends, and provide more jobs through improved product and service. In simple, direct language, he explains the principles of management transformation and how to apply them.
9,241 citations
TL;DR: Polanyi is at pains to expunge what he believes to be the false notion contained in the contemporary view of science which treats it as an object and basically impersonal discipline.
Abstract: The Study of Man. By Michael Polanyi. Price, $1.75. Pp. 102. University of Chicago Press, 5750 Ellis Ave., Chicago 37, 1959. One subtitle to Polanyi's challenging and fascinating book might be The Evolution and Natural History of Error , for Polanyi is at pains to expunge what he believes to be the false notion contained in the contemporary view of science which treats it as an object and basically impersonal discipline. According to Polanyi not only is this a radical and important error, but it is harmful to the objectives of science itself. Another subtitle could be Farewell to Detachment , for in place of cold objectivity he develops the idea that science is necessarily intensely personal. It is a human endeavor and human point of view which cannot be divorced from nor uprooted out of the human matrix from which it arises and in which it works. For a good while
2,248 citations
TL;DR: In this paper, a self-administered questionnaire-based field survey was conducted with the help of modified SERVQUAL dimensions to measure the relationship between service quality and customer satisfaction among the customers of Pakistani Islamic banks.
Abstract: The aim of this study is to measure the relationship between service quality and customer satisfaction among the customers of Pakistani Islamic banks. This study employed a modified SERVQUAL model by introducing a unique dimension of compliance in the context of service industry. A self-administered questionnaire-based field survey was conducted with the help of modified SERVQUAL dimensions. Data were gathered from 450 walk-in customers of Islamic bank. The sample data were statistically analysed through exploratory factor analysis followed by confirmatory factor analysis (CFA) and structural equation modelling (SEM) analysis to determine the service quality perception and customer satisfaction. Namely, CFA is used in order to test the model validity, while SEM is used for testing the impact of different service quality dimensions on customer satisfaction. Results revealed that the multidimensional service quality scale is positively and significantly associated with the unidimensional scale of customer s...
246 citations
TL;DR: These findings indicate the usefulness and importance to unveil the key drivers of e-Satisfaction so as to provide feedback in a set of recommendations that will enable creating e-Government portals which are compatible with citizens' needs, desires, and expectations.
170 citations