The Influence of Brand Attitude on Behavioral Intention in the Context of National Carrier’s Service Failure

AL-GHARAIBEH, Owais B.; Ariffin, Ahmad Azmi Mohd.

doi:10.30892/gtg.34125-636

Cited by 3 publications

(3 citation statements)

References 21 publications

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“…Scholars and practitioners have determined that brand equity is essential for businesses [49][50][51][52]. Brand equity will increase the positive perception towards the corporation and subsequently increase consumer support.…”

Section: Brand Equitymentioning

confidence: 99%

Communicating Sustainable Brand Equity in a High Carbon Footprint and High-Risk Sector: Comparing Malaysia and Indonesia Oil and Gas Industry

et al. 2023

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The oil and gas industry is classified as a high carbon footprint and high-risk sector from the sustainable development perspective. Its operational activities risk potential threats to the environment and the local community. Globally, there are multiple cases of local community discontent towards oil and gas operations in their area. Consequently, the oil and gas industry shifted into corporate social responsibility (CSR) activities to indicate their dedication to sustainability. Studies have been conducted to investigate the impact of CSR activities on the oil industry. However, there is still limited research looking into sustainable brand positioning, which might be affected by the execution of multiple CSR programs by the industry. Looking into the oil and gas industry in Malaysia and Indonesia, this study compared the industry’s sustainable brand positioning amongst the local community. By adopting Aakker’s brand equity model, this study investigated the effect of sustainable brand awareness, the perceived quality of sustainable initiatives, brand association, and brand loyalty on sustainable initiatives towards sustainable brand equity. There are 448 respondents involved from both Malaysia and Indonesia. Using PLS-MGA, this study identified that brand loyalty on sustainable initiatives and brand association are significant predictors of sustainable brand equity. Findings from this study also indicate that no group (i.e., Indonesia and Malaysia) is significantly larger than one other in the path coefficient score. However, using an independent sample t-test, the study indicates that the oil and gas industry has better sustainable brand positioning amongst Malaysia’s local community than Indonesia.

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Section: Brand Equitymentioning

confidence: 99%

Communicating Sustainable Brand Equity in a High Carbon Footprint and High-Risk Sector: Comparing Malaysia and Indonesia Oil and Gas Industry

et al. 2023

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“…Teori Atribusi Kausal berpendapat bahawa seseorang itu membuat pertimbangan tentang punca kegagalan peristiwa melalui tiga dimensi kausal iaitu kebolehkawalan, kestabilan dan lokus kawalan (Weiner 1995). Kajian lepas menunjukkan bahawa atribusi kausal yang dibuat oleh pelanggan tentang kegagalan yang mereka alami akan mempengaruhi sikap jenama serta niat tingkah laku terhadap penyedia perkhidmatan (Al-Gharaibeh & Ariffin 2021;Bitner 1990).…”

Section: Sorotan Kajian Lepasunclassified

“…Walau bagaimanapun, tahap sorotan kajian menunjukkan bahawa kajian lepas sebahagian besarnya tertumpu pada niat tingkah laku pengguna terhadap peruntukan perkhidmatan baharu atau biasa dan bukannya pada mereka yang mengalami kegagalan perkhidmatan. Niat tingkah laku akibat kegagalan selepas perkhidmatan adalah lebih kritikal daripada perkhidmatan biasa kerana perkhidmatan yang diberikan telah mengecewakan pelanggan (Al-Gharaibeh 2018).…”

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Pengaruh Atribusi Kegagalan Perkhidmatan Penerbangan Terhadap Niat Penerbangan dengan Syarikat Penerbangan

2023

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ABSTRAKKajian ini bertujuan untuk mengkaji kesan atribusi kegagalan perkhidmatan ke atas niat tingkah laku penumpang untuk terbang semula dengan syarikat penerbangan yang sama pada masa hadapan. Ditunjangi oleh Teori Atribusi Kausal, atribusi kegagalan boleh dijelaskan oleh tiga faktor teras iaitu kebolehkawalan, kestabilan dan lokus kawalan. Dalam kajian ini, kesemua perhubungan langsung antara faktor atribusi dan niat tingkat-laku penumpang dijangka akan dimediasikan oleh sikap jenama. Kajian ini menggunakan pensampelan bertujuan dan tinjauan soal selidik sebagai kaedah pengumpulan data utama yang melibatkan 518 orang responden. Semua hipotesis telah diuji menggunakan kaedah PLS-SEM melalui Smart-PLS. Hasil dapatan kajian mendedahkan bahawa hanya kebolehkawalan menunjukkan kesan langsung ke atas niat tingkah laku, manakala kestabilan dan lokus kawalan secara tidak langsung mempengaruhi niat tingkah laku melalui sikap jenama. Hasil dapatan kajian juga menunjukkan bahawa sikap jenama merupakan mediasi penuh dalam hubungan niat kestabilan-tingkah laku dan niat lokus kawalan-tingkah laku. Sehubungan dengan itu, pelan pemulihan perkhidmatan termasuk strategi komunikasi pemasaran yang berkesan mesti dibangunkan untuk meminimumkan kesan yang terhasil daripada atribusi kebolehkawalan sebagaimana yang ditanggapi oleh para penumpang yang terlibat.

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Antecedents and Consequences of Patient Satisfaction in the Context of Private Hospitalization Services

Ariffin

Aziz

Zain

et al. 2022

Wseas Transactions on Business and Economics

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This study aims to investigate the impacts of perceived quality and perceived value on patient satisfaction as well as the influence of patient satisfaction on hospital’s brand image, patient loyalty and word-of-mouth intention in the context of private hospitalization services. With regards to the conceptualization of perceived quality, this study also attempts to uncover the underlying dimensions of hospitalization quality in the specific context of private hospital. This study surveyed 254 patients who were admitted for at least three days at private hospital in Malaysia, revealing that patient satisfaction with hospitalization services could be explained directly or indirectly by five hospitalization quality domains namely outcome quality, rights and privacy, medical quality, service quality, and servicescape. The findings of this study also show that patient satisfaction has significant impacts on all the three consequences variables – brand image, patient loyalty and WoM intention. The two major contributions of this study include the conceptualization of hospitalization quality domains and the newly developed measurement of perceived value in the context of profit-oriented healthcare institutions.

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The Influence of Brand Attitude on Behavioral Intention in the Context of National Carrier’s Service Failure

Cited by 3 publications

References 21 publications

Communicating Sustainable Brand Equity in a High Carbon Footprint and High-Risk Sector: Comparing Malaysia and Indonesia Oil and Gas Industry

Communicating Sustainable Brand Equity in a High Carbon Footprint and High-Risk Sector: Comparing Malaysia and Indonesia Oil and Gas Industry

Pengaruh Atribusi Kegagalan Perkhidmatan Penerbangan Terhadap Niat Penerbangan dengan Syarikat Penerbangan

Antecedents and Consequences of Patient Satisfaction in the Context of Private Hospitalization Services

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