In the Malaysian Umrah industry, there are so many new entrants selling and offering similar products and services. As a result, Umrah providers must compete to survive in the Umrah travel industry, as there are currently so many competitors. They need to focus on customers’ special needs and preferences to maintain the long-term relationship. Hence, the purpose of this research is to identify the relationship between service marketing mix and customer’s loyalty towards Umrah travel agents in Malaysia. The customers who performed Umrah more than once were on the focus of this study. The necessary data were collected from 384 respondents through a structured questionnaire using a convenience sampling technique. The results of the research confirm that all “service marketing mix” elements (“price, product, place, promotion, process, people, and physical evidence”) show significant positive effects on customer loyalty. This study will be of interest to the Umrah travel industry in understanding how marketing mix strategies are essential for maintaining a long term relationship with customers.

This study aims at investigating the factors that influence Bank Mandiri employees' turnover intention including work environment, stress, and job satisfaction. This research is expected to be able to find a solution to the problem of increasing turnover intention which could lead to serious problems. The study uses a quantitative method with the Path Analysis model and the resulted model analyzes both direct effect and indirect effects of independent variables on dependent variable. The sample size includes 100 employees of Mandiri Bank who were selected from a population of 430 employees based on purposive random sampling technique. The findings of this research indicate that, work environment had a positive and significant effect on job satisfaction. Second, stress had a neg-ative and significant effect on job satisfaction. Third, work environment had a negative and significant effect on turnover intention. Fourth, stress had a positive and significant effect on turnover intention. Fifth, job satisfaction had a negative and significant effect on turnover intention. Based on these results, work environment, stress, and job satisfaction can be policy tools to reduce turnover intention, which can lead to a decrease in real turnover at Mandiri Bank.

The aim of this research was to investigate the relationship among intrinsic motivation, authentic leadership and high-performance work system (HPWS) on university faculty members with the mediating role of knowledge sharing. A total of 286 full-time faculty members of public universities from 30 universities of Punjab, Pakistan were interviewed using a five-point Likert-scale question-naire, adapted from the literature. The results of PLS-SEM indicate that authentic leadership and HPWS had a significant effect on faculty member’s creativity whereas intrinsic motivation showed an insignificant relationship with creativity. Results further highlight that knowledge sharing mediated the relationship between HPWS and employee’s creativity, however, no mediation effect was found for intrinsic motivation and authentic leadership with employee creativity.

The study examines how loan growth affects performance of banks, in the form of credit risk, bank profitability and bank solvency in Vietnam during the period from 2006 to 2017. Overall, the regression results by both static and dynamic panel data models provide some evidence that loan growth indicators could have the great impacts on bank performance. In particular, growth in lending increases loan loss provisions from 2 to 3 subsequent years, lowers bank capital ratio the next year; while bank profitability gains positive effects from loan growth both in the short term and long term. These findings show the robustness when applying alternative estimation techniques. The study emphasizes the importance of caution in expanding lending activities aggressively as well as it provides implications for banks in terms of risk governance and capital management.

The increasing numbers of public and private hospitals have resulted in the competitive environment in healthcare industry. This situation needs cooperation and support from the hospitals to focus on setting up compelling hospital image and providing satisfaction to the patients to ensure and secure their loyalty. Therefore, providing a high Service Quality will ensure the patients’ satisfaction and loyalty to keep on tapping the service provided. This study reports on a research finding that under-takes to analyze the effect of Image and Service Quality provided by the hospital towards patients’ satisfaction and loyalty in public hospital in Terengganu. Structural Equation Modelling (SEM) was used to test the proposed hypothesis model in the study. The finding of this study illustrates that although hospital image did not have any effect on the patients’ loyalty, but it had a big impact on pa-tients’ satisfaction. Furthermore, patients’ satisfaction had a big impact towards patients’ loyalty. This study also clarifies that the Service Quality provided by the hospital had a direct influence on the patients’ satisfaction and loyalty. Hence, a high service quality provided by the hospital will influence patients’ satisfaction and loyalty and a positive and compelling hospital image is an im-portant factor to ensure the patients’ satisfaction.

The primary objective of the present study was to examine the impact of total quality management (TQM) practices on the performance of organization performance of Arab American University Palestine. The study was also interested in examining the role of organizational excellence in organizational performance and also investigated the impact of organizational excellence in the relationship between TQM practices and organizational performance. To achieve the objective of the current study, we employed the structural equation modeling using statistical package of smart PLS-3. The questionnaires were distributed among the administrative staff of the university. Prior to establishing direct and indirect links between variables, we accessed the measurement of model and after establishment of the model fit, the structural model was used to examine the hypothesized relationships and the results confirmed the hypotheses of the survey. In other words, TQM practices had significant relationship with organizational performance and organizational performance had significant relationship with organizational performance. Moreover, TQM had a positive and significant effect on the organizational Excellence. Finally, organizational excellence also mediated the relationship between TQM and organizational performance.

This paper has been retracted.

Struggling airlines can save cost and improve profits by selling tickets online. While global sales of air e-tickets have grown over time, they are mostly from advanced nations. In developing markets like Malaysia, e-ticket sales are substantially lower. Hence, this study sets out to examine the factors that determine consumers’ intentions to buy air e-tickets. The factors include the disadvantage and advantage of buying air e-tickets, represented by perceived risk and perceived usefulness, respec-tively. The results show that Malaysian consumers’ perceptions of risk outweigh the perceived use-fulness of e-ticketing, and negatively affect intentions to buy air e-tickets. Perceived risk also has a negative effect on perceived usefulness, making usefulness insignificant to buying intention online. These findings imply that for Malaysian consumers, perceived risk far outweighs perceived usefulness where intention to buy air e-tickets is concerned.

A series of big changes have recently taken place in banking and financial sector as a result of global economic crisis, deregulated markets, globalization of economy and demonetization affecting the working lives of bank employees. The present exploration was planned to probe the associations involving job stress, need deficiency and performance of bank employees. Further it aimed to find out the predictors of performance within the facets of job stress and need deficiencies among total employees, managerial and non-managerial bank staff. The sample comprises of 335 employees, consisting of 135 managerial and 180 non-managerial staff who were randomly selected from dif-ferent branches of bank located in small cities in Uttar Pradesh, India. Job stress, need deficiency and performance measure scales were used to collect the information. Data were analyzed by step-wise multiple regressions analysis. The results observed as: i) total job stress, intrinsic impoverishment, role overload and unreasonable pressure showed significant positive correlation with perfor-mance and intrinsic impoverishment as well as role overload appeared as predictors of performance for sample group whereas esteem need, autonomy need were emerged as predictors and showed negative correlations with performance of employees; ii) esteem need, intrinsic impoverishment, strenuous working conditions and poor-peer relations were emerged as predictors of performance among managerial staff and iii) intrinsic impoverishment, role overload and strenuous working conditions appeared as predictors of performance for non-managerial staff. Further results discussed in details with suitable evidences.

The objective of this research was to investigate the effects caused by the announcement of mergers of SBI and its associate banks i.e. State Bank of Bikaner and Jaipur (SBBJ), State Bank of Hyderabad (SBH), State Bank of Mysore (SBM), State Bank of Patiala (SBP) and State Bank of Travan-core (SBT) with State Bank of India on the volatility of the return of SBI stock during the event window of 300 days. In order to achieve the proposed objective, this study applied Generalized autoregressive conditional heteroscedasticity (Garch) class model to the return series to model their volatility because it is considered an important tool for time series data analysis. Our results confirmed the impact of the announcement of Merger on volatility. The results suggest that merger announcement was expected to cause a reaction in the returns, which is related to higher abnormal return in lesser time through merger announcement for investors.

A workload is one of contradictive variables, whether it influences the performance of employees or not. The purpose of this study is to analyze whether or not the workload influences the performance of bank employees. It employs quantitative approach and path analysis is employed to analyze the effect of workload on the performance of bank employees. The research samples include 74 bank employees around the City of Blitar, East Java, Indonesia. The result shows that a workload had a significant positive effect on the performance of bank employees. It also has greater influence on employee performance through motivation variables. The managerial implication of the current research is that the provision of workload which is in accordance with the competence and comfort of employees may improve their performance. In addition, employees who have higher education level are able to adjust more on the workload because they have higher-achievement motivation.