Ilham Sentosa
Universiti Kuala Lumpur (UniKL) Business School

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Journal : Proceedings of Annual International Conference Syiah Kuala University - Social Sciences Chapter

The influence of management practices on service recovery performance, turnover intention and job satisfaction among front line officer in the public sector organisation in Jordan Sakher A I Al-Bazaiah; Hashim Hassan; Ilham Sentosa
Proceedings of AICS - Social Sciences Vol 7 (2017): 7th AIC in conjuction ICMR 2017 Universitas Syiah Kuala October 2017
Publisher : Proceedings of AICS - Social Sciences

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This study considers that management practices have the ability to turn dissatisfied customers to loyal customers through effective service recovery encounter. For this purpose, this study investigates the potential impact of selected management practices on service recovery performance and its outcomes of front line officers by adapting Boshoff and Allen, (2000) research model. Using Boshoff and Allen, 2000 instrument, 147 front line officers who involve with electronic government (E-Gov) were analyzed about their perceptions about public sector organisation management practices. Quantitative approach using multivariate data analysis such as descriptive analysis, reliability analysis and multiple regressions through SPSS version 24.00 were used to estimate the predictors and its consequences of service recovery performance in the public sector organization (PSO) in Jordan. Results shows that ‘affective organizational commitment’ exert a strong positive relationship compared with customer service training, empowerment and supervisor support. The variable role ambiguity shows a weak non-significant relationship as opposed to the proposed effect. Results also suggest that successful service recovery performance leads to increased job satisfaction and decreased turnover intentions. This study could be generalized as a main guideline for public sector organization in Jordan. Moreover, the responses were collected from same participants asking about their performance, which may result in bias of common variance. Furthermore, this study makes contribution both academically and practically. Practically, the findings indicate the organizational behavior variables that the manager has to take care to achieve front line service recovery excellence. Academically, this study is unique as it focuses on public sector organisation (PSO) facing sudden completion due to deregulation as a case in point.
An empirical study on the internet usage among young creative entrepreneurs in Malaysia: A structural equation modeling approach Ilham Sentosa; Aimi Zulhazmi Abdul Rashid; Sheikh Muhamad Hizam; Weni Hawariyuni
Proceedings of AICS - Social Sciences Vol 7 (2017): 7th AIC in conjuction ICMR 2017 Universitas Syiah Kuala October 2017
Publisher : Proceedings of AICS - Social Sciences

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The present study seeks to examine empirically the antecedents of internet intention and adoption of young creative entrepreneur by applying the conceptual theory of technology acceptance model (TAM). There were 237 respondents indicated as young entrepreneur in the creative industries in Malaysia. A close ended questionnaire was designed to tap into the owner’s perception on perceived usefulness of the internet, perceived ease of use of the internet, and perceived credibility on the internet technology, intention to use the latest technology and adoption of the current internet for the business itself. Seven hypothesised relationships were tested in the structural model of internet adoption. Structural Equation Modeling (SEM) using AMOS 24.00 was conducted to establish and validate a hypothesised model. The data was analysed using path analysis of structural equation modeling (SEM) to test the causal and mediating effects amongst exogenous and endogenous variables. Based on the analysis and goodness of model fit, the hypothesised model and its findings supported the TAM theory extremely and all the hypothesised paths were asserted. The generated model found three significant positive and direct paths between perceived usefulness, perceived credibility and intention as well as between intention and adoption. The re-specified model produces two significant positive and direct significant paths (perceived usefulness to intention and intention to adoption) and also introduces three new paths (direct paths from perceived usefulness, perceived ease of use and perceived credibility to adoption). The fundamental of internet adoption models also manage to establish a mediating effects of intention on the said relationships between exogenous and endogenous of internet adoption among young creative entrepreneur. The finding is discussed in the context of entrepreneur intention and adoption of the internet in Malaysia.