Analyzing health-care service environment with Malaysian general practice clinics

2021 ◽  
Vol 121 (3) ◽  
pp. 246-264
Author(s):  
Muhammad Khalilur Rahman ◽  
Md Shah Newaz ◽  
Mina Hemmati ◽  
S M Yusuf Mallick
Keyword(s):  
Health Care ◽  
General Practice ◽  
Service Delivery ◽  
Significant Influence ◽  
Health Care Service ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Content Type ◽  
Service Environment

PurposeThe purpose of this study is to explore the private general practice (GP) clinics' service environment, patients' satisfaction and their impact on word of mouth (WoM) for others for future treatment in GP clinics.Design/methodology/approachData are collected from 367 respondents using a paper-based survey questionnaire. Partial least square (PLS) is used to evaluate the proposed model and hypotheses relationships.FindingsThe findings reveal that ambience and service delivery have a high significant influence on patients' emotional satisfaction (β = 0.27, t = 4.31, p = 0.00) and (β = 0.26, t = 4.81, p = 0.00), respectively, while interior décor has a positive and significant influence on satisfaction (β = 0.13, t = 1.98, p = 0.04). The results indicate that exterior design and cleanliness are not associated with satisfaction. Patients' emotional satisfaction is highly related to WoM (β = 0.55, t = 13.44, p = 0.00). The results also show that emotional satisfaction has a significant mediating effect on the relationship between clinic service environments (ambience, interior décor, service delivery) and WoM (β = 0.15, t = 3.94, p = 0.00), (β = 0.073, t = 3.94, p = 0.04), (β = 0. 0.143, t = 4.13, p = 0.00), respectively.Originality/valueThe study will provide insights regarding Malaysian health consumers' perceptions toward GP clinics' service environment, whether they remain utilitarian or have evolved to entail hedonic appreciations. The contribution to the service environment could be adopted by future health-care studies, particularly those intended to examine GP clinics and other clinic-based institutions.

Antecedents of switching intention in the mobile telecommunications industry

2018 ◽  
Vol 30 (4) ◽  
pp. 1087-1111 ◽  
Author(s):  
Farzana Quoquab ◽  
Jihad Mohammad ◽  
Norjaya Md Yasin ◽  
Nor Liza Abdullah
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Telecommunications Industry ◽  
Switching Cost ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Loyalty Programs ◽  
Content Type

Purpose This study sheds some light on factors that affect customer switching intention in the Malaysian mobile phone service industry. More particularly, the purpose of this paper is to examine the effect of service quality (SQ), customer satisfaction, switching cost and consumer innovativeness (CI) on service switching intention (SWI); the mediating role of customer satisfaction; and the moderating role of service switching cost on the relationship between CI and SWI. Design/methodology/approach Data were collected using a self-administered questionnaire survey that yielded 535 responses. Using structural equation modelling approach, the partial least square software, version 3 was utilised to test the study hypotheses. Findings Results reveal that customer satisfaction, service switching cost and CI directly affect SWI. However, no significant relationship was found between SQ and SWI. Again, data supported the mediating effect of customer satisfaction as well as the moderating effect of service switching cost. Research limitations/implications It is expected that the findings from this study will enable policymakers, managers and marketers to formulate better strategies and effectively implement loyalty programs, preventing their customers from switching. Originality/value This study contributes to the existing literature by testing switching costs as the quasi moderator. Moreover, this is a pioneer study to consider CI as the antecedent of SWI.

Willingness to pay for traditional, complementary and alternative medicine (TCAM) among Malaysian adults

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
M.Z.Y. Koh ◽  
Yen-Nee Goh
Keyword(s):  
Health Care ◽  
Willingness To Pay ◽  
Alternative Medicine ◽  
Complementary And Alternative Medicine ◽  
Health Care Facilities ◽  
Partial Least Square ◽  
Least Square ◽  
Public Health Care ◽  
Content Type ◽  
Complementary And Alternative

Purpose Health plays a crucial role in the daily lives and supporting health is the important role of medicine. With the availability of traditional, complementary and alternative medicine (TCAM), the demands and willingness to pay among users are increasing. Hence, this study aims to determine the psychological factors influencing the willingness to pay for TCAM among Malaysian adults. Design/methodology/approach In total, 300 completed self-administered questionnaires were collected from Malaysian adults using a purposive sampling method through intercepts at public health-care facilities. A structural equation modelling approach using partial least square was used to test the hypotheses. Findings The findings show that attitude, subjective norms, perceived price and knowledge have a significant impact on willingness to pay for TCAM. Surprisingly, there was no relationship found between perceived behavioural control and health consciousness on willingness to pay for TCAM. Originality/value The findings of this study are expected to provide better insights into TCAM use among Malaysian adults. The results are also important to encourage health-care institutions and practitioners to educate the general public on the safety of TCAM to ensure more health benefits to the users.

Entrepreneurial orientation

2018 ◽  
Vol 12 (2) ◽  
pp. 158-180 ◽  
Author(s):  
Brent Smith ◽  
Thanigavelan Jambulingam
Keyword(s):  
Health Care ◽  
Risk Taking ◽  
Entrepreneurial Orientation ◽  
Customer Orientation ◽  
Care Delivery ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Retail Pharmacy ◽  
Content Type

PurposeScholarship in the entrepreneurship and marketing literatures has helped advance thinking about how health care organizations create value for companies and consumers. However, there is an ongoing need for empirical research; hence, the purpose of this paper is to examine how entrepreneurial orientation and customer orientation influence healthcare (retail pharmacy) industry performance.Design/methodology/approachUsing a sample of the US retail pharmacies, the study applies partial least squares structural equation modeling to identify the direct and indirect effects of the entrepreneurial orientation constructs on company performance. The study also includes importance–performance analyses to prioritize for managers which orientations, dimensions and respective manifest items merit the most critical attention as contributors to pharmacy performance.FindingsWe find that the entrepreneurial orientation has a significant impact on customer orientation and company effectiveness. We also find that three dimensions – innovation, risk-taking, and proactiveness – exhibit stronger importance and performance than autonomy and competitive aggressiveness.Research limitations/implicationsWhile the present study employs data from firms of various sizes, it is limited to firms in the pharmacy industry. Although this study included established EO measures, one of the risk taking items was dropped from the final analysis. In certain research contexts, this result may or may not be consequential. Finally, this study employed nonfinancial measures for measuring performance. Using such measures is not uncommon and can offer insightful linkages to long-term organizational strategies in ways not afforded by conventional financial measures (Ittner and Larcker 2000); however, future research should, if possible, aim to capture financial and nonfinancial data.Practical implicationsIn the dynamic healthcare environment, entrepreneurial pharmacies that have the ability to innovate, take risks and be proactive can provide superior customer orientation and hence better performance.Social implicationsHealth care industry in general and pharmacies in particular have to be entrepreneurial to meet customer needs and hence the wellbeing of the society With the aging population and growth of complex diseases, pharmacies can provide better access to care delivery if they have entrepreneurial orientation.Originality/valueIn this study, partial least square modeling technique along with importance performance analysis was adopted for first time in this literature to identify key factors that contribute to EO. The findings will aid pharmacy managers to focus their initiatives on the three key dimensions to succeed in their retail pharmacy business.

The influence of green HRM practices on green service behaviors: the mediating effect of green knowledge sharing

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohammad Rabiul Basher Rubel ◽  
Daisy Mui Hung Kee ◽  
Nadia Newaz Rimi
Keyword(s):  
Knowledge Sharing ◽  
Commercial Banking ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Automatic Process ◽  
Frontline Employees ◽  
Content Type ◽  
Service Behavior ◽  
Positive Direct

PurposeThe purpose of this study intends to examine the influence of green human resource management (GHRM) on green service behaviors through the mediating effect of green knowledge sharing based on bank employees' perceptions.Design/methodology/approachThe study analyzes 365 frontline employees' perceptions from the banking industry in Bangladesh using partial least square.FindingsThe findings show a significant positive direct influence of GHRM on green in-role, extra-role service behavior and green knowledge sharing. Green knowledge sharing is also found to have a significant mediating effect between GHRM and green service behaviors.Research limitations/implicationsThis study considers perceptions of employees of the private commercial banking organizations, and thereby, its findings cannot be generalized for all other service organizations in the context of Bangladesh.Practical implicationsThe study demonstrates that GHRM can influence employees' green service behaviors via green knowledge sharing.Originality/valueGreen banking is an emerging trend that deserves more attention. There is growing recognition that green banking is not an “automatic” process but requires that banking management promote green service behavior among their employees. This study extends the research on GHRM by focusing on how it impacts green service behavior through the mediating role of green knowledge sharing. The paper provides practical insights for organizations looking to improve green service behaviors among employees.

Market and technology orientations for service delivery innovation: the link of innovative competence

2014 ◽  
Vol 29 (6) ◽  
pp. 499-513 ◽  
Author(s):  
Hung-Tai Tsou ◽  
Ja-Shen Chen ◽  
Wen-Hsuan Liao
Keyword(s):  
Service Delivery ◽  
Partial Least Square ◽  
Least Square ◽  
Sales Manager ◽  
Marketing Manager ◽  
Content Type ◽  
Proactive Market Orientation ◽  
Partial Least Square Analysis ◽  
Technology Orientation ◽  
Innovation Competence

Purpose – The purpose of this paper is to deploy an alternative way, drawing upon research in service innovation, to predict service delivery innovation from the extents of market and technology orientations and innovative competence. Design/methodology/approach – Five hypotheses were proposed. A two-part questionnaire was developed. One part of the questionnaire was completed by the sales manager and the other part by the marketing manager of select companies. The questionnaires were distributed to 533 information technology companies in Taiwan. Of the 533 questionnaires returned, 160 questionnaires were deemed usable. This study uses the partial least square analysis to test the hypotheses. Findings – Proactive market orientation and technology orientation affect exploratory and exploitative innovative competences; but, only exploitative innovation competence affects service delivery innovation. Practical implications – The findings indicate that managers need to understand the market trends and the technology availability and be able to customize corresponding service/product features which can further lead to stimulate exploitative innovative competence and facilitate service delivery innovation. Originality/value – The paper is among the first attempts to examine how market and technology orientations affect innovative competence and service delivery innovation. In addition, this study provides the explanatory variance missing in the literature that has not examined the black box relationship between market and technology orientations and service delivery innovation.

Mobile money adoption and usage and financial inclusion: mediating effect of digital consumer protection

2020 ◽  
Vol 22 (3) ◽  
pp. 157-176
Author(s):  
George Okello Candiya Bongomin ◽  
Joseph Mpeera Ntayi
Keyword(s):  
Consumer Protection ◽  
Financial Services ◽  
Structural Equation ◽  
Partial Least Square ◽  
Financial Inclusion ◽  
Least Square ◽  
Mediating Effect ◽  
Content Type ◽  
Mobile Money ◽  
The Relationship

Purpose Drawing from the argument that mobile money services have a significant potential to provide a wide range of affordable, convenient and secure financial services, there have been rampant frauds on consumers of financial products over the digital financial platform. Thus, this study aims to establish the mediating effect of digital consumer protection in the relationship between mobile money adoption and usage and financial inclusion with data collected from micro small and medium enterprises (MSMEs) in northern Uganda. Design/methodology/approach To achieve the main objective of this study, a research model was developed to test for the mediating effect of digital consumer protection in the relationship between mobile money adoption and usage and financial inclusion. The data were collected from MSMEs and structural equation modelling in partial least square (PLS) combined with bootstrap was applied to analyze and test the hypotheses of this study. The direct and indirect effect of mobile money adoption and usage on financial inclusion was tested through digital consumer protection as a mediator variable. Findings The findings from the PLS-structural equation modelling (SEM) showed that mobile money adoption and usage has both direct and indirect effect on financial inclusion. Moreover, financial inclusion is influenced by both mobile money adoption and usage and digital consumer protection. Research limitations/implications The study used partial least square (PLS-SEM) combined with bootstrap confidence intervals through a formative approach to establish the mediating effect of the mediator variable. Hence, it ignored the use of covariance-based SEM and the MedGraph programme. Furthermore, data were collected from samples located in Gulu district, northern Uganda and specifically from MSMEs. This limits generalization of the study findings to other population who also use mobile money services. Practical implications Promoters of digital financial services, managers of telecommunication companies, and financial inclusion advocates should consider strengthening the existing digital consumer protection laws on the mobile money platform. A collaborative approach between the mobile network operators, financial institutions and regulators should tighten the existing laws against mobile money fraudsters and an efficient mechanism for recourse, compensation and remedy should be set up to benefit the victims of frauds and cybercrime on the Fintech ecosystem. Originality/value The current study gives a useful insight into the critical mediating role of digital consumer protection as a cushion for promoting financial inclusion through mobile phones over the Fintech that face great threat and risk from cyber insecurity.

The mediating effect of strategy on entrepreneurial orientation and performance

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yuli Budiati ◽  
Wisnu Untoro ◽  
Lilik Wahyudi ◽  
Mugi Harsono
Keyword(s):  
Entrepreneurial Orientation ◽  
Waiting Times ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Market Development ◽  
Survey Method ◽  
Content Type ◽  
The Government ◽  
And Performance

Purpose This study aims to examine the effect of entrepreneurial orientation (EO) on performance and mediation differentiation strategies and market development in small and medium enterprises (SMEs). Design/methodology/approach This research was conducted using a survey method with a population of furniture SMEs in Jepara, Central Java, Indonesia using a sample area by collecting 158 questionnaires. The data analysis method used the partial least square. Findings The result shows that EO has an impact on differentiation, market development and performance. Differentiation strategies and market development mediate the influence of EO and performance. The differentiation strategy further mediates the influence of EO on market development and market development mediates the effect of differentiation on performance. Practical implications Managers instill entrepreneurial practice in the organization by proactively creating the market and taking high-risk jobs to provide quality products and services. SMEs require capabilities that are difficult to imitate in creating designs and product quality that are different, providing pre and post-sales services and maintaining good relationships with customers and partners. SMEs emphasize flexibility and speed of operation by adjusting the production process to short waiting times and reliable delivery. The government must support general training and market information, network development, access to capital and knowledge transfer. Originality/value This paper explains the importance of differentiation and market development strategies in determining the relationship between EO and performance that has not been explored in the context of SMEs in developing countries.

Psychological empowerment and individual performance: the mediating effect of intrapreneurial behaviour

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mahmoud Ahmad Mahmoud ◽  
Shuhymee Ahmad ◽  
Donny Abdul Latief Poespowidjojo
Keyword(s):  
Structural Equation ◽  
Psychological Empowerment ◽  
Individual Performance ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Survey Method ◽  
Empowerment Theory ◽  
Content Type ◽  
Operations Managers

PurposeThe purpose of this study is to extend the existing literature on the relationship between psychological empowerment and individual performance (IP) through the mediating role of intrapreneurial behaviour (IB). Therefore, the empowerment theory (ET) and psychological entrepreneurship theory (PET) were integrated to nurture the IP of medium enterprises (MEs) production/operations managers by analyzing the mediating influence of IB on the psychological empowerment–IP relationship.Design/methodology/approachSurvey method was engaged by means of self-administered questionnaire. Data were collected from a sample of 355 MEs production/operations managers and analysed with partial least square (PLS) structural equation modelling (SEM).FindingsAccording to the results, Psychological empowerment (PE) has a significant direct relationship with both IB and IP. Equally, IB has a positive significant impact on IP. Moreover, the mediating influence of IB on the psychological empowerment–IP relationship was established.Practical implicationsThe result implies that MEs can stimulate the IP of production/operations managers by encouraging IB through psychological empowerment–IP relationship. Therefore, the psychological empowerment–IP relationship will manifest better when IB is invigorated among production/operations managers.Originality/valueTo the best of the authors’ knowledge, this paper is the first to examine the mediating influence of IB on the psychological empowerment–IP relationship, which revealed a significant contribution to both entrepreneurship and organizational behaviour literature. The IB literature is relatively lacking, particularly among developing countries and in particular Nigeria.

Digital technology, digital capability and organizational performance

2019 ◽  
Vol 11 (2) ◽  
pp. 177-195 ◽  
Author(s):  
Sabai Khin ◽  
Theresa CF Ho
Keyword(s):  
Organizational Performance ◽  
Structural Equation ◽  
Business Performance ◽  
Digital Technologies ◽  
Partial Least Square ◽  
Driving Factors ◽  
Least Square ◽  
Mediating Effect ◽  
Digital Innovation ◽  
Content Type

PurposeDespite the growing importance of digital innovation conceptualized as innovative digital solutions that enable digital transformation of businesses across industries, empirical study of factors related to digital innovation is still scant, creating a knowledge gap. To fill this gap, this paper aims to examine the effect of digital orientation and digital capability on digital innovation, and also the mediating effect of digital innovation on the link between organizational performance and digital orientation as well as digital capability.Design/methodology/approachThis study tests a new conceptual framework using a survey data of 105 small to medium-sized IT firms in Malaysia and employing structural equation model (SEM) analysis from partial least square (PLS) approach.FindingsThe results show that digital orientation and digital capability have positive effect on digital innovation and also that digital innovation mediates the effect of technology orientation and digital capability on financial and non-financial performance.Practical implicationsThe findings encourage the firms to take the opportunity of emerging digital technologies and digitalization trend in industries by being committed toward embracing new digital technologies and upgrading their digital capabilities to become innovation leaders and also to boost firms’ performance.Originality/valueThis study is one of the first studies that explain how emerging digital technologies can be leveraged to create innovative digital products and services and subsequently boost their business performance. It also fills the literature gaps related to driving factors of digital innovation and mediating role of digital innovation on the link between its driving factors and performance.

Environmental quality awareness, green trust, green self-efficacy and environmental attitude in influencing green purchase behaviour

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Fauziah Sh. Ahmad ◽  
Nennie Trianna Rosli ◽  
Farzana Quoquab
Keyword(s):  
Environmental Quality ◽  
Self Efficacy ◽  
Online Survey ◽  
Partial Least Square ◽  
Least Square ◽  
Mediating Effect ◽  
Environmental Attitude ◽  
Content Type ◽  
Green Trust ◽  
Quality Awareness

Purpose The purpose of this study is to examine the effect of green trust (GT), environmental quality awareness (EQA), green self-efficacy (GSE) and environmental attitude (EA) towards green purchase behaviour (GPB). The mediating effect of EA is also investigated. Design/methodology/approach Attribution theory and the attitude-behaviour gap model were used to develop the research model. Data were collected through an online survey, which yielded 321 complete and usable responses. The partial least square-structural equation modelling (PLS-SEM; SmartPLS, Version 3) technique was used to test the study hypotheses. Findings The analysis revealed that GT, GSE and EA affect GPB positively. It was also found that EA mediates the relationship between “environmental quality awareness and green purchase behaviour” and “green self-efficacy and green purchase behaviour”. However, EA did not mediate the link between “green trust and green purchase behaviour”. Practical implications The findings of this study provide insightful implications for social and green marketers, including an understanding of the complex customer behaviour in purchasing green products, which will eventually enable them to formulate better green marketing strategies. Originality/value This study is amongst the pioneers in investigating the effect of EQA in relation to GPB. Furthermore, the mediating effect of EA in the link between “environmental quality awareness and green purchase behaviour”, “green trust and green purchase behaviour” and “green self-efficacy and green purchase behaviour” is also a new contribution to the literature. Finally, this study explains the drivers of consumers’ GPB, thereby providing a novel understanding of the field.

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