Exploring manager’s perspective of service quality strategies in Malaysian Banking Industry

In service industry, the subject of service quality remains crucial as business strive to maintain a comparative advantage in the marketplace. In aftermath of globalization, the operating environment for banking industry has become more dynamic and competitive. Banks have evolved to become diversified financial providers instead of traditional banking-only service providers. With bank placing emphasis on a mutually beneficial bank–customer relationship, customer loyalty must be pursued through repeat purchases. Central to achieving this is often the quality of services offered by the bank should satisfy the customer’s needs. This article attempts to identify any service gaps in Malaysian banking industry and to recommend effective strategies to close these service gaps from bank mangers’ and executives perspectives based on GAPs Model of Service Quality (GAPs Model). Using qualitative data collected from interviews with 30 bank managers and executives, this article provides effectives strategies to close each of the gaps in GAPs Model. It is hoped that the empirical evidences and recommendations provided in this article shed some light to management of banks to improve upon their customer service quality in order to benefit from customer satisfaction, customer loyalty and other behavioural outcomes which will lead to greater competitive advantage and profitability to the banks concerned.     

Scope economies and technical efficiency of cocoa agroforesty systems in Ghana

A number of studies have addressed issues relating to the physiological, environmental and economic values of trees in cocoa farming systems. However, to date, little has been done to quantitatively examine the effect of crop diversity on cocoa farming efficiency. This study therefore sets out to first investigate whether and to what extent crop diversity (defined as the mixing of cocoa with other crop species on farmers' plots) affects productivity on cocoa farms. Secondly, it sought to establish whether there are economies of scope (i.e., cost complementarities) from the sharing of farm inputs by crops on the same plots. Our results indicate that diversified (i.e., multi-crop) cocoa farms are more efficient than single (i.e., mono) crop farms. Furthermore, our estimate for the economies of scope parameter indicates possibilities for cost complementarities between production of cocoa and other crops on the same plot. We advocate further investigation on the issue of scope economies to determine which crop combinations offer better cost complementarities and also meet biodiversity conservation objectives.     

Revisiting South Korea's Import Demand Behavior: A Cointegration Analysis*

Using cointegration techniques, the present study re‐examines the long‐run relationships of South Korea's aggregate import demand behavior. The present study considers four domestic activity variables; namely, gross domestic product, gross domestic product minus exports, national cash flow and final expenditure components for aggregate import demand in South Korea. The sample period covers quarterly data from 1970 to 2002. The present study provides empirical evidence of a cointegrating relation in the South Korea's import demand in which it is significant to South Korea's trade policy implication, particularly to improve external balances.     

Japanese aggregate import demand function: reassessment from the ‘bounds’ testing approach

This paper aims to ascertain the long-run relationship of Japanese aggregate import demand function over the period 1973–1997. The cointegration test used, bounds test procedure [J. Appl. Econ. 16 (2001) 289] is a recent test that based on the estimation of an unrestricted error-correction model (UECM). In contrary with previous studies [J. Policy Model. 16 (1994) 291; Jpn. World Econ. 13 (2001) 135], the bounds test confirms a long-run equilibrium relationship between quantity of imports, and its determinants namely real income and relative prices term. The estimated long-run income and price elasticities are 0.99 and −0.82, respectively.     

Robert Kuok: Family,Dialect, and State in the Making of a Malaysian Magnate

Chinese overseas family businesses generally lack longevity. In addition to difficulties in transiting towards professional management they are susceptible to state pressures. However, Robert Kuok, the richest man in Southeast Asia who heads a vast business empire, has been able to surmount both challenges. This study shows how Kuok successfully turned three important sources of identity into strengths: family, dialect, and the state. These three sources are set against his Johor Bahru background, the changing domestic political landscape, and shifting regional economic influence.     

Voting behaviour in Singapore: A preliminary investigation from a multi-attribute attitudinal perspective

The multi-attribute attitude model is employed to study voter behaviour in Singapore. Specifically, a set of beliefs of the personal attributes of political candidates considered important to voters was examined. Results indicated that such beliefs did predict voters' affective evaluation and intention to vote for a typical political candidate reasonably well. Implications of the findings are discussed and suggestions for future research provided.     

Managers’ use of language in corrupt firms’ financial disclosures: Evidence from FCPA violators

This paper explores management’s use of language in financial disclosures of corrupt firms by looking at a sample of firms that have been prosecuted for violating the Foreign Corrupt Practices Act (FCPA). We find that the management of FCPA violators use more negative, less litigious, more complex and less conservative language when disclosing financials than non‐violators. The language effect prior to an FCPA prosecution is driven by firms with low corporate governance performance. By contrast, firms with high corporate governance use less complex and more conservative language before an FCPA prosecution than firms with low corporate governance performance. Furthermore, we find that after an FCPA prosecution the language becomes less litigious and complex than before the FCPA litigation.     

Quality investing in Asian stock markets

We examine two quality investing strategies using gross profitability (GP) or FSCORE, respectively, over the period of 2000–2016 in Hong Kong, Japan, Korea, Singapore and Taiwan stock markets. We find that the high-quality stocks generally earn positive returns in these markets. Both FSCORE and GP are significantly positively associated with subsequent stock returns in the cross-sectional regressions. We also find that financial institutions as sophisticated investor concern about stock quality. The actively managed institutions buy significantly more high-quality stocks than low-quality stocks in each of five Asian markets. The trading pattern is not significant in passively managed institutions.     

Clean development mechanism implementation: External and organizational factors drives expected business benefits

This study aims to deal with the challenge of rationalizing and testing the interrelationships assumptions of external and organizational factors in the case of clean development mechanism implementation. Prior studies are lacking to introduce the expected business benefits as a mediator between external factors and clean development mechanism implementation. The moderating effect of environmental resources was rationalized and evaluated. The data were collected from 130 ISO 14001 certified manufacturing firms and analyzed using the partial least squares technique. The results revealed that expected business benefits mediate the impacts of all considered external factors and cause an insignificant direct association between market pressure and mechanism implementation. Organizational resources moderate positively the impact of competitor pressure on mechanism implementation. The findings extend the literature by illustrating the dependency of external factors and organizational factors and challenging the results of the studies, which have been driven by independence assumption. The findings are enabling policy-makers and managers to effectively modify the strategies for enhancing the extent of mechanism implementation.