Abstract-Service quality has been regarded as one of the key factor to compete in the banking industry. Therefore, in order to be competitive it is vital for the banks to fulfill customers' satisfactions. The objective of this study is to investigate the relationship between customer satisfaction and the service quality of Islamic banks in Malaysia. A survey was conducted in this study. The study revealed that there is a positive relationship between customer satisfaction and constructs of service quality such as personnel of the banks, image of the banks, services offered by the banks and the accessibility of the banks.Index Terms-Customer satisfactions, survey, service quality, Islamic banks in Malaysia.

PurposeA shared service (SS) arrangement involves an intra‐firm interrelationship, since the SS centre (SSC), operated as an independent business unit, provides services to clients who are other independent business units in the same company group. The purpose of this study is to provide an understanding of risks and controls used in mitigating SS risks.Design/methodology/approachThis study adopts a qualitative approach using a case study of a SSC in a bank group in Malaysia. The risks and control framework developed by Das and Teng was used to analyse the appropriate control mechanisms for mitigating internal outsourcing risks, namely relational risk and performance risk.FindingsThe main relational risk identified is the possibility of opportunistic behaviour. However, this risk could be mitigated through social control especially when both parties share norms and values. Performance risks in SSC are mainly related to unsatisfactory services in terms of incomplete information, system errors and human mistakes. These risks could be mitigated using either behaviour control or output control. Behaviour control can be exercised through performance reporting, while output control can be achieved through key performance indicators (KPIs) and service level agreements (SLA).Research limitations/implicationsThis study is limited to a single case study of a SSC with a certain type of arrangement and discusses business process outsourcing (BPO) in general. Future research may examine cases with other SS arrangements, detailed examination of each BPO and incorporate multi‐perspective views from both SSC and their clients. Issues concerning changes in control in the evolving situation of SSC and bargaining power and trust in mitigating SSC risks are also worth exploring.Practical implicationsThe study's findings enable practitioners to draw insights to develop effective control strategies to mitigate risks in intra‐organizational relationships such as SSC.Originality/valueThe paper adds to our knowledge of control mechanisms for mitigating risks in the SS relationship, which is a relatively new concept in the literature.

Haze continues to affect the Southeast Asian region and causes a significant deterioration in air quality. The palm oil industry is blamed for causing the haze and is urged by stakeholders to improve its accountability and transparency. Despite the growing research in environmental accountability and transparency, to the best of our knowledge, none has scrutinised stakeholders' perspectives in relation to environmental disclosure by this controversial industry. This study aims to investigate stakeholders' needs and expectations regarding environmental disclosure by palm oil companies, and to examine the quality of disclosure and its impact on firm performance. This study conducted semi-structured interviews to ascertain stakeholders' needs and expectations regarding palm oil companies' environmental disclosure. Then, content analysis of 2013-2017 annual reports of publicly listed palm oil companies was undertaken to examine the quality of disclosures. Finally, the impact of environmental disclosure on firm performance was tested using a panel data approach. One of the novel contributions from this study is the identification of an additional environmental indicator requested by stakeholders, namely information on location of logging and forest clearance, which has not been previously identified in the literature or by the Global Reporting Initiative. The study also finds that Indonesian plantation companies showed a lack of accountability and transparency in relation to the haze and other environmental issues. Malaysian companies provided slightly better disclosures year by year, indicating improved accountability and transparency. The findings also show that environmental disclosure was associated with better firm performance, but only for Malaysian companies. The Malaysian government should give serious consideration to making environmental disclosure mandatory, not only for the sake of the environment but also for the economic sustainability of the palm oil industry. Disclosure has no association with the performance of Indonesian companies, and further research should seek to identify alternative actions to improve stakeholder confidence in the Indonesian palm oil industry.

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This study examines the mediating role of relational social capital in the relationship between psychological contract and knowledge sharing. This study collected data from 145 academicians in Malaysian public universities using questionnaires. Data was analyzed using Structural Equation Modeling. The findings suggest that trust and collaboration fully mediate the relationship between relational psychological contract and knowledge sharing. The study supports the call for more empirical evidence concerning the role of social capital in understanding the relationship between psychological contract and knowledge sharing. This study contributes to the literature by linking psychological contract and knowledge sharing through the lens of social capital.