Distributor service quality in Indian SMEs: A bi-directional customer perspective

Knowledge governance is a relatively new discipline in Malaysia with very little research work performed so far. As Malaysian government is actively involved in the implementation of Economic Transformation Program (ETP), Government Transformation Program (GTP) and Urban Transformation Program (UTP), Small and Medium Enterprises (SMEs) need to react to the government move by transforming their conventional knowledge management practices to knowledge governance. As of today, there has been very limited study conducted in Malaysia on the extent of the company acceptance of such governance. This research was therefore conducted to measure the SME users' acceptance and identify the pros and cons of knowledge governance. With these findings, recommendations were given to policy makers and industries to increase the company's knowledge governance acceptance. Questionnaire was used for data collection. Systematic random sampling methods was used to select respondents. The questionnaire was developed and adapted based on knowledge management and IT governance frameworks. In this model, the dependent variable was company's intention to adopt knowledge governance. Independent variables included knowledge application needs, knowledge architecture, knowledge infrastructure, knowledge investment and knowledge principles.

Section: Objectives Of Researchmentioning

confidence: 99%

Factors affecting knowledge governance implementation among Malaysian SMEs

Tan¹,

Yuen²,

Hà³

2018

“…In the same way Javalgi and Todd (2011) analyzed the effect of entrepreneurial orientation, management commitment and human capital on SME export performance. Furthermore, social networks (Zhou et al, 2007), trade promotion (Wilkinson & Brouthers, 2006), marketing strategy (Filipe Lages & Montgomery, 2004), innovation (D'Angelo, 2012), information technology (Zhang et al, 2008), government assistantship (Shamsuddoha et al, 2009) and relationship quality (Ural, 2009) were considered influential antecedent of SMEs' export performance (Gandhi et al, 2018).…”

Section: Introductionmentioning

confidence: 99%

The influence of TQM on export performance of SMEs: Empirical evidence from manufacturing sector in Pakistan using PLS-SEM

Imran¹,

Hamid²,

Aziz³

2018

This paper investigates the influence of total quality management (TQM) on export performance of manufacturing sector of Pakistani's Small and Medium Enterprises (SMEs). The data was collected from manufacturing SMEs participating in exports and three hundred sixty-four (364) responses were received and further used for statistical analysis. The statistical SEM analysis was evaluated through Smart PLS-3. The results of the study show that TQM had an influential role in SMEs' export performance. Firms with the higher-level implementation of TQM will be more successful in the international market and can achieve better export performance. Thus, the study reveals that TQM is a valuable and dynamic intangible resource which can increase the SME export performance. The study presented the relationship between TQM and SME export performance and provided some insights for the practitioners and the researchers. In other words, practitioners and researchers will be able to make a better decision about the implementation of TQM. Furthermore, the current study contributed to the literature of TQM and SME export performance, empirically. The absence of TQM can affect the firm performance in the international market.

“…Complaints are defined as a result of failed expectations (Scott, 2003;Henneberg et al, 2009) and perceived negatively by service dissatisfaction (Jangland et al, 2009;Gandhi et al, 2018). Complaints by dissatisfied patients actually provides opportunities for managers to gain a better insight of the problems and take corrective actions for improvement (Namkung et al, 2011).…”

Section: Complaints and Compliments In Healthcare Servicementioning

confidence: 99%

Complaints and compliments assessment in developing service delivery measurement

Nordin¹,

Radzi²,

Razak³

et al. 2018

Excellent healthcare services delivered to patients would not necessarily entail an excellent patient service fulfillment, fulfill patient expectations, and attain high satisfaction levels. Hence, patient satisfaction is multifactorial and difficult to measure. Appliance of satisfaction model, service dissatisfaction and satisfaction feedback are able to translate the non-linear attributes for a more accurate service dissatisfaction and satisfaction feedback assessment. Service recipients of experienced Inpatient and Outpatient (IOPs) can be translated into levels of compliments and complaints to describe degrees of patient satisfaction and dissatisfaction, respectively. Compliments and complaints voiced by patients should be taken seriously. As a result, the translation of service satisfaction and service dissatisfaction based on compliments and complaints from patients in the form of satisfaction index SCi and dissatisfaction index SCa introduced a new theoretical concept of concurrent and balance measurement in evaluating customer (VOC) or VOPs feedback. In normal practice, the service improvement is usually based on complaints or dissatisfaction aspect, but the compliments or satisfaction aspect on the same service delivery was always neglected. In this study, the formulation which was based on a non-linear assessment, not only amplified the effectiveness in communicating patients' compliments and complaints in a more receptive manner but also corresponded with Kano model.